Frequently Asked Questions

Yes, each individual stone or lot is photographed in our studio before being published on our website.

Each item available in our boutique is offered until stock runs out.

Some pieces come from our past collections and, unfortunately, cannot be restocked. However, feel free to contact us — we will be happy to explore possible alternatives or substitutes with you.

You can follow stock updates by checking the product details page of each item.

For any specific request or additional information, our team is at your disposal via email through the contact form.

We’re here to support you throughout your purchasing journey.

No, unfortunately this option is not available through our website. However, feel free to contact our sales team by sending your request via our contact form.

We will process your request as quickly as possible.

Chemical treatments apply only to stones explicitly labeled as ‘Treated Stone’.

You’ll find a diverse selection of stones, roughs, and beads in different quality levels. Each product page provides specific details.

Although we offer a wide selection of stones, some items may not yet be listed in our online store. We regularly update our product catalog to ensure you can view real-time availability.

For any specific request, feel free to contact us via email using our contact form. Our team will be happy to assist you in your search.

To stay informed and receive our latest offers, don’t forget to subscribe to our newsletter.

No, our storage space is full of hidden treasures.

While we offer a wide variety of stones, some items may not yet be featured in our online boutique. New pieces are added regularly, and we continuously update our catalog so you can discover our latest availabilities in real time.

If you’re looking for a specific stone, don’t hesitate to get in touch with us. Our team will be happy to assist you and suggest suitable alternatives.

To stay up to date and receive our latest offers, make sure to subscribe to our newsletter.

No, but you can still modify your order as long as its status is “In progress”.

For any modification request, please contact our team using the contact form and make sure to include your order number.

Once the order status changes to “Colissimo – ready to ship”, unfortunately, no further changes can be made.

Once your order has been confirmed, cancellation or modification is only possible with the prior written approval of our team.

Any request made without this approval will be considered a unilateral modification and may not be accepted.

We therefore encourage you to contact us as soon as possible via the contact form for any cancellation or modification requests.

To track the progress of your order, you can check its status by logging into your customer account.

You will also receive a confirmation email once your payment has been successfully processed, confirming that your order has been registered by our team.

Your order will then be processed as quickly as possible.

Payment is required in full at the time of order confirmation and must be made by credit card through our secure partner, Stripe.

We accept the following major cards: Visa, MasterCard, American Express, China UnionPay (CUP), Discover, Diners Club, eftpos Australia, and Japan Credit Bureau (JCB).

Full payment is necessary to validate your order. Stripe’s privacy policy applies during the payment process.

At this time, we do not offer payment in installments. Full payment is required at the time of ordering.

This upfront payment is necessary to confirm your order and ensure its preparation and shipment.

At this time, orders are only available for mainland France.

We are actively working on opening up international delivery and will keep you informed as soon as it becomes available.

We are mindful of our environmental impact, which is why we limit over-packaging.

Your stones are carefully packed in vacuum-sealed pouches designed to protect them from shocks and scratches. The whole package is then placed in a padded envelope, ensuring a shipping process that is both secure and environmentally responsible.

We guarantee that your order will be processed within a maximum of 8 business days, excluding our annual closure periods (announced on the homepage of our website).

Delivery time then depends on the carrier. Once your parcel has been shipped, you will receive a tracking link to monitor its progress in real time.

Please note that we cannot be held responsible for any delays caused by the delivery service.

Yes, you can have your order delivered to someone else, as long as the shipping address is located in mainland France.

Simply enter a different delivery address from the billing address during the checkout process. The recipient will receive the parcel directly at the address provided.

If you notice a visible defect or a discrepancy with your order, please notify us within 3 calendar days of receiving your parcel.

Your claim must be made in writing, either:

• by registered mail with acknowledgment of receipt, sent to our head office address,

• or by email to: adv@dalloz-stones.com

After this period, the products will be considered compliant and no further claims can be accepted.

For more details on return conditions, please refer to our Terms and Conditions of Sale.
Our team remains at your disposal to guide you through the process.

In the case of a validated return due to non-conformity or visible defect, return shipping costs are fully covered by Dalloz Stones & Rough.

We will send you a prepaid return label by email to simplify the return process.

Once the returned goods have been received and inspected, we will issue a refund for the returned products, excluding the original shipping costs.

For more information on return conditions, please refer to our Terms and Conditions of Sale.

At Dalloz Stones & Rough, the security and confidentiality of your personal data is a top priority.
We implement technical, software, physical, and organizational measures that comply with current standards to prevent any unauthorized access, loss, alteration, or disclosure of your data.

Access to your information is strictly limited to authorized personnel — whether internal teams or external service providers acting on our behalf — solely within the scope of their responsibilities, and all are bound by a confidentiality obligation.

If any data needs to be transferred outside the European Union, we ensure that appropriate safeguards are in place (such as an adequacy decision or standard contractual clauses approved by the European Commission) to guarantee a level of protection equivalent to the GDPR.

For more information, please refer to our Privacy Policy.

No worries! When you created your account, you set up a personal username and password.

If you’ve forgotten your credentials, you can easily reset your password from the login page by clicking on “Forgot password?”

You’ll then receive an email with a secure link to create new login credentials.
If you don’t receive the message, be sure to check your spam or junk folder.