FAQs

Within 24 hours of placing your order, you will receive an order confirmation and you will be able to track your order from your customer account under "My Orders." A shipping email will be sent to you once your order has shipped. Delivery tracking will be available if your order is to be delivered to your home.

You have been notified by email: your order is available at your nearest store. To pick up your order, please go to your store's counter with a valid ID and your order confirmation. If you cannot pick up your items immediately, we will hold them for 14 days. NB: If you have not been notified, your order has probably not yet arrived. Your order is in partial status, so you can contact your store or our customer service for more details on your order status.

Contact us at 03.88.19.41.56 so we can find the most suitable solution. We can take care of it as long as we have not received your payment and your order has not yet been shipped.

No matter which store you choose, all our products are stored in our warehouses. We do not keep stock in stores, so when you place an order, our products are shipped from one of our logistics platforms to the store you have selected. You can check the stock of our products sold online; this stock level is the same for all our stores. Furthermore, you can also order by phone or email if your product is not available on the website.

Several solutions exist to get help: - You can ask your question to one of our experts by filling out our contact form or by calling us at 03.88.19.41.56 (Monday to Friday from 9 a.m. to 12 p.m. and from 2 p.m. to 5:30 p.m.) or via the contact form. - You can also go to a store to ask your questions directly to one of our advisors.

You have placed an online order: Once your order has been confirmed, you can track it in your customer area under "Order Tracking". A shipping confirmation email will be sent to you. Delivery tracking is available if your order is to be delivered to your home. To track your in-store order, please contact your store directly. For any further questions, our advisors are available at 03.88.19.41.56 (Monday to Friday from 9 am to 12 pm and from 2 pm to 5:30 pm) or via the contact form.

To obtain a quote, please send us an email via the contact form. You can also contact your store by phone or visit the store directly without an appointment.

A confirmed order is an order whose payment has been accepted. An order in preparation is an order that is being retrieved from our warehouses. Once the order is prepared: If home delivery, it will be shipped. You will receive a shipping email and a tracking number will be provided. If in-store pickup, it will be shipped to the store you selected. You will then receive an email informing you of the arrival of your product at the store of your choice. You can then go to the store to pick up your order.

You can call one of our experts at your nearest store or contact our switchboard at 03.88.19.41.56.

To order an item, simply click the "add to cart" button. If there is no add to cart button, it means that this product cannot be purchased online. You will therefore need to contact or visit your store to order or purchase the item. There are several reasons why online purchase may not be possible: - The item is out of stock - Some products displayed on mineral-pierre-naturelle.fr can only be purchased in store, where you will need to go to finalize the purchase. - The item is available in store by order: Available upon request from a sales advisor in store.

We sincerely apologize if there was an error in the preparation of your order. In order for us to investigate with the carrier, please contact our customer service via the contact form, specifying that your package appeared damaged upon delivery.

Have you consulted the "order tracking" section and your package has been delivered but you have not received it? Otherwise, please contact us via "the contact form" so that we can investigate with the carrier.

You have just placed an order and have not received the order confirmation email, or you don't yet see your order, sometimes you have to wait 24 hours for synchronization between orders and accounts.

You placed your order on our website and received the wrong product. This is very annoying, and we apologise if this has happened to you. If this is not the case, please contact our customer service department via the contact form, stating your order number and the barcode on the order confirmation for the item received.

The cancellation may be due to a stockout or a bank failure. For more information, please contact us via the contact form or by phone at +33 (0)3.88.19.41.56.

A Click & Collect or in-store pickup order is an order you place on our mineral-pierre-naturelle.fr website and pick up in-store. Your order is prepared quickly and free of charge by our teams. To learn about the contactless pickup steps, click here.

If you have selected the "in-store pickup" option, your order will be shipped to the store you have selected. You will then receive an email confirming the arrival of your product at your chosen store. You can then go to the store to collect your order.