Every commissioned fountain, marble piece and optical illusion panel we create is shaped by hand, for one client, one space. This policy explains how that process works, from design approval through to delivery.
Most pieces that leave our studio are not pulled from a shelf. They are designed, carved, cast or hand-finished specifically for the client who commissioned them, whether that is a single marble panel or a full outdoor fountain. Because each commission consumes dedicated artisan time, custom material and, in many cases, tooling made only for your design, the terms below exist to protect both the integrity of the work and the fairness of the process for every client we serve. They describe how approvals, production, changes and cancellations are handled once a custom piece moves from concept into your specialist's hands.
A Custom Order is any piece created specifically for you rather than drawn from ready-to-ship stock. This includes:
Pieces sized to fit a specific wall, alcove, garden or entrance rather than a standard measurement.
Original artwork or sculpture developed from your brief, a reference, or an architectural drawing.
Alternate stone, metal or finish choices selected in place of our standard specification.
Motifs, palettes or details adapted to reflect a client, family or brand identity.
Larger scale works developed for hotels, residences or commercial spaces from a shared vision.
Any piece produced to order rather than held as finished inventory in our studio.
Every custom commission moves through three confirmed stages before a single cut, carve or cast begins.
We present detailed renders or sketches of your commission so you can review proportion, layout and overall composition before anything else is confirmed.
Stone, metal, resin and finish samples are reviewed and signed off, including any veining, tone or texture expectations specific to your piece.
A complete specification, covering dimensions, materials and finish, is confirmed in writing before your commission enters our production schedule.
Once approval is provided, production begins and changes may no longer be possible.
Payment Received
Specifications Approved
Production Starts
Order Locked
Production begins only once your deposit or payment has cleared and your final specification has been approved in writing. From that point, your order is considered locked and enters our fabrication schedule.
Once a design has been approved and production has started, changes to dimensions, materials or artwork details may no longer be possible, since carving, casting and finishing are often irreversible steps in handcrafted work. Where a change can be accommodated, it may involve any of the following:
Your specialist will always confirm feasibility and any impact before proceeding with a change request.
A custom order may be cancelled before design approval is given and before production has begun. Any deposit paid up to this point is assessed based on design and planning work already completed, and your specialist will confirm what, if anything, is refundable at the time of your request.
Once a design has been approved and production has started, the order cannot be cancelled. Deposits and payments made at this stage become non-refundable, as materials have been committed and artisan time has already been allocated to your specific piece.
Custom commissions are considered final sale. Refunds are considered only in the following circumstances:
Custom pieces are made specifically for you and are not eligible for return once production has begun.
A verified flaw in craftsmanship, confirmed by our studio, is eligible for repair, replacement or refund.
Damage sustained in transit is covered when reported promptly with photographic evidence.
A material discrepancy from your approved specification is reviewed for correction or refund.
A successful commission depends on accurate information from you at the start of the process.
Providing accurate dimensions for the intended space before design work begins.
Confirming the environment where the piece will be placed can support its scale and weight.
Reviewing renders and specifications carefully before signing off on production.
Ensuring clear access for freight and installation teams on delivery day.
Confirming, with a professional where needed, that flooring, walls or plumbing can support the piece.
Materials such as Makrana marble are drawn directly from the earth, which means every block carries its own veining, tone and texture. Variations in stone veining, surface color, grain and finish between pieces, or even within a single piece, are a natural characteristic of the material rather than a flaw in craftsmanship. The same is true of hand-applied finishes, where subtle differences in texture reflect the touch of the artisan who completed the work. We consider these variations part of what makes a handcrafted piece genuinely one of its kind, and they are not treated as defects eligible for return or refund.
Our standard production schedule for most custom commissions, including marble artwork and fountains.
An expedited schedule available on select commissions, subject to studio capacity and material availability.
All timelines are estimates based on current studio capacity and material availability, and may shift for particularly intricate or large-scale commissions.
Original designs, sketches and renders created for your commission remain the intellectual property of Cryptic Illusions, even where the finished piece is sold to you. This allows us to continue refining our craft and developing new work across future commissions. Unless otherwise agreed in writing before production begins, we retain the right to photograph completed work and feature it in our portfolio, website and marketing. If your project requires confidentiality, whether for a private residence or an unreleased commercial space, let your specialist know before approval so we can agree on appropriate terms in advance.
Our specialists are happy to guide you through custom artwork, dimensions, materials, production, and installation planning before you place your order.
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