Frequently Asked Questions (FAQ)

Order and payment

What payment methods do you accept?

We accept payments by Visa, Mastercard, American Express, Cartes Bancaires, PayPal, Apple Pay, Shop Pay, Klarna, Bancontact, BLIK, and EPS. All transactions are secure (SSL protocol), and the total amount displayed at checkout — including all taxes — is the final amount you pay.

In which currency will I pay?

Prices are displayed in the currency of your delivery country (EUR, USD, CAD, GBP, AUD, NZD, CHF, SEK, PLN...). Reference amounts in euros are converted at the current rate, with slight differences due to rounding. The exact amount in your currency is always shown before payment confirmation.

How can I track my order?

An email containing your tracking number is sent within 24 hours after your order is shipped. You can track your package at any time using this number until delivery.

Can I modify or cancel my order?

You can modify or cancel your order as long as it has not yet been shipped. Contact us quickly at contact@biloria.fr by providing your order number.

Delivery

Which countries do you deliver to?

We deliver to 18 countries: Germany, Australia, Austria, Belgium, Canada, Spain, United States, Ireland, Italy, Luxembourg, Norway, New Zealand, Netherlands, Poland, United Kingdom, Sweden, Switzerland, and Türkiye.

What are the delivery times?

Our delivery times are the same for all serviced countries: 7 to 12 business days in total (1 to 3 days for preparation + 6 to 9 days for shipping), starting from order confirmation. Any order placed before 11:59 PM (Paris time) on a business day is processed the same day.

How much does shipping cost? Is it free?

Shipping costs €4.95 (or the equivalent in your local currency). Free shipping is offered for any order of €59 or more (or the equivalent in your currency), with no additional conditions.

Will I have to pay customs fees?

No. Our prices include all taxes and we ship under Delivered Duty Paid (DDP) terms: no customs duties, import taxes, or additional clearance fees will be charged upon receipt, regardless of your country among those we serve.

What should I do if my package is delayed, lost, or damaged?

In case of significant delay or non-receipt of a package, contact our customer service: we will open an investigation with the carrier. If the package is damaged upon receipt, contact us within 48 hours with supporting photos. Please see our Delivery Policy for more details.

Returns and refunds

Can I return an item?

Yes, you have 14 days from receipt of your order to return an item, in accordance with your legal right of withdrawal. This period applies to customers in all countries we serve. The item must be unworn, in its original condition and packaging, with tags attached. Please see our Return and Refund Policy for more details.

Who pays for return shipping?

Return shipping costs are the customer's responsibility, except in cases of defective, damaged, or incorrect delivery, in which case we cover all costs. No restocking fees apply.

How long will it take to get a refund?

Refunds are processed within a maximum of 14 days following receipt of the returned product, using the same payment method as the original order, in the currency of your initial payment.

Do you offer exchanges?

Yes. For any exchange (ring size, model, stone), contact us at contact@biloria.fr : the returned item is refunded and the new item is shipped to you.

Our jewelry and products

Are your stones authentic?

Yes. All our jewelry is made with authentic natural stones (amethyst, rose quartz, carnelian, obsidian, tiger's eye, jade, lapis lazuli...). Each stone is unique, so slight variations in color, veining, or pattern may exist compared to the photos: this is nature's signature, making each piece of jewelry one of a kind.

What materials are your jewelry made from?

Depending on the model, our jewelry is made of 925 silver, gold-plated silver, or hypoallergenic metals, combined with natural stones. The exact composition of each piece is specified on its product page.

Are your jewelry pieces guaranteed?

Yes, all our products benefit from the legal 2-year conformity warranty (articles L.217-4 to L.217-14 of the Consumer Code) and the warranty against hidden defects (articles 1641 to 1649 of the Civil Code), without prejudice to the guarantees provided by the legislation of your country of residence.

How do I choose my ring size?

Most of our rings are adjustable and fit most fingers. For fixed-size models, a size guide is available on the product page. If in doubt, contact us before ordering: we will help you choose.

How do I care for my natural stone jewelry?

Avoid prolonged contact with water, perfumes, and cosmetic products. Remove your jewelry before sleeping, showering, or exercising, and store them away from direct light. Clean them gently with a soft, dry cloth. Some stones can be recharged under moonlight, according to lithotherapy practices.

What are the virtues of stones in lithotherapy?

Each product sheet and our Natural Stones Guide describe the properties traditionally attributed to stones in lithotherapy (serenity, grounding, confidence, protection...). These details are based on traditions and beliefs related to well-being: they do not constitute medical advice and do not replace treatment or consultation with a healthcare professional.

Are your jewelry pieces suitable as gifts?

Absolutely! Our jewelry and items (trees of life, dreamcatchers, singing bowls, orgonite pyramids) are meaningful gifts for her, for him, for a couple, or for a child. Also discover our Birthstone page to gift the birth month stone of your loved one.