Frequently Asked Questions – FAQ

🌿 FAQ – Delivery, Returns & Orders

At Douceur Maison, we do everything we can to ensure your shopping experience is as smooth as it is soothing.
Each product, whether it is a decorative objector a live plant, is prepared with care, transparency and respect for the environment.

✨ What are the processing and delivery times?

All ordersare prepared within 24 to 48 working hours(excluding weekends and public holidays).
A confirmation emailand a tracking numberare sent to you as soon as the shipment is dispatched.

Average delivery times:

  • 🇫🇷 Metropolitan France: Open 3 to 6 days

  • 🇪🇺 Europe: Open 5 to 10 days

  • 🌍 International(United Kingdom, Canada, United States, Australia, etc.): 7 to 12 business days

💚 Delivery is always free and tracked.
When your order contains multiple items from different suppliers, they may be shipped separatelyand arrive a few days apart.

📫 How can I track my order?

Once your order has shipped, you will receive a confirmation email containing your tracking number and a direct link to track your package's progress in real time. 📦✨

You can also consult the dedicated page here at any time:

👉 Track my order

The tracking status can sometimes take a few hours to update, while the carrier scans the package.
Feel free to contact us via online chat or the contact page if you have any questions; we'd be happy to help 🌿

🌱 How are the plants shipped?

Our indoor plantsand plant accessoriescome from partner greenhouses in Europe, renowned for their horticultural quality, their artisanal know-howand their sustainable commitment.

Delivery times and countries served vary depending on the greenhouse of origin:

  • ☀️ La Serre du Sud(Netherlands): 1 to 7 working days – France, Belgium, Germany, Luxembourg, Netherlands, Italy, Spain, Austria, Denmark, Poland, Sweden.

  • ❄️ La Serre du Nord(Germany): 1 to 6 working days – France, Belgium, Germany, Luxembourg, Netherlands, Italy, Austria, Denmark, Poland, Sweden.

  • 🌸 Le Jardin des Artisans(France): 1 to 6 working days – France, Belgium, Germany, Luxembourg, Netherlands, Italy, Spain, Austria, Poland, Sweden.

  • 🍂 La Serre des Saisons(Netherlands): 1 to 7 working days – France, Belgium, Germany, Luxembourg, Netherlands, Italy, Spain, Portugal, Austria, Denmark, Poland, Sweden.

  • ✨ La Serre Bohème(Netherlands): 1 to 5 working days – France, Belgium, Germany, Luxembourg, Netherlands, Italy, Spain, Austria, Poland, Denmark, Sweden.

  • 🌵 The Cactus Oasis(Spain): 1 to 6 working days – France, Belgium, Germany, Luxembourg, Netherlands, Italy, Spain, Austria, Denmark, Poland, Sweden.

  • 🌿 The Eternal Garden(Netherlands): 1 to 5 working days – France, Belgium, Germany, Luxembourg, Netherlands, Italy, Spain, Austria, Poland.

  • 🌾 La Serre Provençale(Netherlands): 1 to 10 working days – France, Belgium, Germany, Luxembourg, Netherlands, Italy, Spain, Austria, Czech Republic, Denmark, Poland, Sweden, Portugal, Slovenia, Slovakia, Ireland, Latvia, Lithuania, Hungary.

📦 These times include preparation, shipping and delivery from the original greenhouse.
Each plant has a tracking numbersent by email.

💬 In the case of an order containing several plants from different greenhouses, delivery may be made in several packages.

🌍Group orders & eco-responsible approach

At Douceur Maison, we believe that buying betteralso means consuming more intelligently.
Ordering multiple plants from the same greenhouseallows you to:

  • to ship all your plants in a single package,

  • to reduce the carbon footprintassociated with transport,

  • and to limit unnecessary packaging.

🌿 To encourage this more sustainable approach, we now offer group orders:
You benefit from advantageous rates and decreasing discountswhen several plants are ordered from the same supplier.

A simple and conscientious way to do your part for the planet, while also benefiting from a lower price💚

💳 What payment methods are accepted?

We accept securepaymentsvia:
Bank cards (Visa, Mastercard, Amex), PayPaland Shop Pay.
All transactions are encrypted and protected.

🕊️ Can I modify or cancel my order?

Yes 🌸 You can modify or cancel your order within 2 hoursof purchase by writing to us at douceurmaisonshop@gmail.com.

After this period, the order is already sent for processing and preparation.

📦Can I return an item?

You have 30 daysafter receipt to return an item from the Home & Decoration collection.
Products must be unused, in their original packaging, with proof of purchase.

  • 🇫🇷 France, Belgium, Luxembourg : freereturnsvia Mondial Relay(label provided).

  • 🇪🇺 Europe (excluding FR/BE/LU): fees to be borne by the customer, unless there is an error on our part.

  • 🌍 International: return shipping costs are the responsibility of the customer.

⚠️ Live plants: for logistical and sanitary reasons, no returnsare possible.
In case of damaged or affected plants, contact us within 48 hourswith photos: douceurmaisonshop@gmail.com.

We always offer a suitable solution: full refund, partial refund, or sending a new plant.

💰 When and how will I be reimbursed?

Once your return is accepted, the refundwill be issued to the same payment methodwithin 10 business days.
Initial shipping costsareonly refunded if the error is ours.

💌 Did a product arrive damaged?

No worries 🌿
Send us a photoalong with your order numberto douceurmaisonshop@gmail.com.

Our team will quickly offer you the best solution: refund, returnor credit note, depending on the case.

🤍 Any doubts or questions?

Our customer service teamwill respond within 24 to 48 business hours.
📧 douceurmaisonshop@gmail.com

💬 And to learn more about our commitments, also see: