Policies & FAQ

We accept all major credit cards and bank transfers via Stripe. Payment is structured as:

• 50% deposit to begin production • 50% balance due upon completion, before shipment

You will receive a secure Stripe payment link for each payment.

Yes. Most pieces in our catalog can be customized in size, finish, and stone selection. Custom orders require approval from our team to confirm feasibility, pricing, and adjusted lead times.

Once a custom order is confirmed and deposit received, no further changes are permitted.

Contact us to begin your custom order consultation.

We currently ship to the continental United States with free shipping included in all listed prices.

For orders outside the continental US (Hawaii, Alaska, Puerto Rico) or international destinations, please contact us directly via WhatsApp for a custom freight quote.

All pieces are shipped via specialized freight carriers experienced in handling heavy natural stone. Each piece is secured in custom wooden crating with protective padding.

Delivery is to your ground-floor entrance. Please ensure adequate access for heavy freight upon delivery.

Cancellations or changes are accepted only if production has not yet begun. Once your 50% deposit is received and production is confirmed, cancellations are not permitted on custom or made-to-order pieces.

For standard catalog pieces, if a cancellation is approved before production begins, we will issue a store credit valid for 12 months. No cash refunds are offered.

Raiza is responsible for incorrect shipments and will replace the piece within 2 weeks of the claim being filed.

If a manufacturing defect is identified upon delivery, please document it with photos immediately and contact us via WhatsApp or email. We will initiate our warranty claim process and communicate a resolution timeline.

The shipping carrier will coordinate pickup of the damaged piece.

Each piece is carved from a natural stone block. Due to the nature of the material, variations in veining, tone, and texture are expected and are a characteristic of authentic natural stone — not a defect.

Photos show representative examples. Your piece will be unique.

All pieces arrive pre-sealed and ready to use. Recommended care:

• Clean with a mild, pH-neutral soap and soft cloth • Avoid harsh chemicals, bleach, or abrasive cleaners • Re-seal annually with a stone-specific sealant • For bathtubs: avoid standing water pooling near the drain for extended periods

View our full Care Guide for detailed instructions.