A problem with your delivery? Send us a photo on WhatsApp at +33 6 13 94 14 74 or by e-mail to contact@lefeudesfleurs.com within 48 hours. We reply the same day, usually within a few hours. Once the defect is confirmed, you choose: a new creation delivered free of charge, or a refund.
This page summarises our returns and refunds rules for orders placed on https://lefeudesfleurs.com, via WhatsApp or by e-mail. It supplements our General Terms and Conditions of Sale (CGV), which prevail in the event of any difference.
1. Flowers and floral creations
1.1. No right of withdrawal
Bouquets, arrangements and other creations made from fresh flowers or plants are perishable goods. Under article L.221-28, 4° of the French Consumer Code, they are not covered by the fourteen-day right of withdrawal: a delivered creation cannot be returned or refunded simply because you have changed your mind. The same applies to Christmas arrangements (trees, wreaths, branch arrangements), even though they last longer.
1.2. Handmade creations
Each creation is made by hand with seasonal flowers, depending on what is available. The photos on the website are illustrative: if a flower is unavailable or not up to our standards on the day of preparation, we replace it with a flower of equal or higher quality and value, keeping the palette and style of the creation.
These natural variations and matters of taste are not defects, provided the creation reflects the spirit of the product ordered: style, palette, price range and approximate size.
1.3. 7-day freshness guarantee
We guarantee the freshness of our creations for 7 days from delivery. Some flowers are more delicate by nature and are guaranteed for 48 hours: hydrangeas, dahlias, poppies, lilac, mimosa and hellebores.
The guarantee applies if the flowers are cared for according to our care advice and the care card included with every creation:
- as soon as it arrives, place the bouquet in a vase full of clean water: the water reserve in the packaging is only meant for transport;
- never leave the flowers without water;
- change the water regularly and recut the stems when needed;
- keep the creation at around 14 to 21 °C, away from direct sunlight, heat, draughts and smoke;
- do not take the creation apart or alter it significantly.
A creation left without water or kept in its transport packaging is not covered by the guarantee.
The natural evolution of flowers (buds opening, change of shade) is not a defect: the guarantee covers abnormally rapid wilting.
This commercial guarantee is in addition to the statutory guarantee of conformity (articles L.217-3 et seq. of the French Consumer Code) and the guarantee against hidden defects (articles 1641 et seq. of the French Civil Code), set out in article 10.2 of our CGV.
1.4. A problem on delivery or during the guarantee
So that we can assess the condition of the creation while this is still possible, please report any problem noticed on delivery within 48 hours, on WhatsApp at +33 6 13 94 14 74 or by e-mail to contact@lefeudesfleurs.com, with your order number and several photos:
- a close-up of the flowers;
- a photo of the vase showing the stems and the water level;
- a photo taken from a little further away, showing where the creation is placed.
During the freshness guarantee, contact us in the same way as soon as you notice the problem. These time limits do not deprive you of your statutory guarantees.
Once the defect is confirmed, you choose: replacement of the creation with an equivalent one, delivered free of charge, or a refund of the product concerned. A credit note may be offered instead, only with your agreement.
The problem may be reported by you or by the recipient. Refunds are always made to the person who paid for the order, using the original payment method, and never to the recipient.
1.5. Recipient absent or incorrect address
On arrival, the courier calls the recipient and waits fifteen minutes. If the recipient is absent or cannot be reached, the courier contacts you to agree on a solution:
- leaving the creation with a caretaker, a reception desk, a neighbour or in a safe place you indicate or accept; the risk passes to you at that moment;
- or returning the creation to the studio and delivering it again, for an additional charge.
If the address is incomplete, incorrect or difficult to access, or if the recipient cannot be reached, the order is neither refunded nor replaced free of charge. A new delivery, where possible, is charged in addition.
2. Cancelling or changing an order
You can cancel your order free of charge as long as preparation of the bouquet has not started, by e-mail or on WhatsApp; you will then receive a full refund. Once preparation has started or the bouquet has been handed to the courier, cancellation is no longer possible, as the flowers are bought and worked specifically for your order.
A change (date, address, card message) is still possible if it can be made: please contact us as early as possible.
3. Vases, pruning shears and other accessories
3.1. 14-day right of withdrawal
Non-perishable products sold as extras (vases, pruning shears, care or decorative accessories) are covered by the fourteen-day right of withdrawal under articles L.221-18 et seq. of the French Consumer Code. This period runs from receipt, and you do not have to give a reason.
To withdraw, let us know before the end of this period by e-mail to contact@lefeudesfleurs.com, using the withdrawal form annexed to our CGV or any other unambiguous statement. Then send the product back, at your own expense, to the address we give you, no later than fourteen days after informing us of your decision.
3.2. Condition of returned products
Please return the product complete and, where possible, in its original packaging. You are only liable for any loss in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product; in that case the refund may be reduced accordingly.
3.3. Refund
We refund all sums paid for the returned products no later than fourteen days after being informed of your decision. The initial delivery costs are also refunded if you withdraw from the whole order. The refund may be withheld until we have received the products or until you have provided proof of dispatch, whichever is earlier. It is made using the same payment method as for the order, unless you expressly agree otherwise.
3.4. Damaged, incorrect or missing products
Please check the accessories on receipt and report any damaged, incorrect or missing product within 48 hours, with photos. We will send the correct or missing product free of charge, or refund you, as you prefer. This time limit does not deprive you of the statutory guarantee of conformity, which applies for two years.
4. Complaints and mediation
For any question or complaint, write to us at contact@lefeudesfleurs.com or on WhatsApp at +33 6 13 94 14 74. We reply the same day, usually within a few hours.
If no amicable solution is found within two months of your written complaint, you may refer the matter free of charge to the consumer mediator MCP Médiation: online at www.mcpmediation.org, or by post to Médiation de la Consommation & Patrimoine, 12 square Desnouettes, 75015 Paris.