Refund Policy

Refund Policy

Last updated: October 14, 2025

At Douceur Maison, we strive to offer you a simple, transparent, and pleasant shopping experience.
These terms specify our conditions for delivery, returns, and refunds, depending on the type of product ordered.

🌿 1. Delivery

Order processing

All orders are prepared within 24 to 48 business hours, excluding weekends and public holidays.
A confirmation email and tracking link are automatically sent to you upon shipment.

Home & Decoration Products

Average delivery times:
- Metropolitan France: 3 to 6 business days
- Europe: 5 to 10 business days
- International (United Kingdom, Canada, United States, Australia, etc.): 7 to 12 business days
Delivery costs: always free and tracked.

🕊️ When an order contains several products from different suppliers, they may be shipped separately and arrive a few days apart.

Plants – Shipped from our European greenhouses

Our plants and plant accessories are shipped directly from several partner European greenhouses, carefully selected for their horticultural quality, their expertise, and their sustainable commitment.
The delivery times and countries served vary depending on the origin:

☀️ La Serre du Sud (Netherlands): delivery 1 to 7 business days – France, Belgium, Germany, Luxembourg, Netherlands, Italy, Spain, Austria, Denmark, Poland, Sweden.
❄️ La Serre du Nord (Germany): delivery 1 to 6 business days – France, Belgium, Germany, Luxembourg, Netherlands, Italy, Austria, Denmark, Poland, Sweden.
🌸 Le Jardin des Artisans (France): delivery 1 to 6 business days – France, Belgium, Germany, Luxembourg, Netherlands, Italy, Spain, Austria, Poland, Sweden.
🍂 La Serre des Saisons (Netherlands): delivery 1 to 7 business days – France, Belgium, Germany, Luxembourg, Netherlands, Italy, Spain, Portugal, Austria, Denmark, Poland, Sweden.
✨ La Serre Bohème (Netherlands): delivery 1 to 5 business days – France, Belgium, Germany, Luxembourg, Netherlands, Italy, Spain, Austria, Poland, Denmark, Sweden.
🌵 L'Oasis des Cactus (Spain): delivery 1 to 6 business days – France, Belgium, Germany, Luxembourg, Netherlands, Italy, Spain, Austria, Denmark, Poland, Sweden.
🌿 Le Jardin Éternel (Netherlands): delivery 1 to 5 business days – France, Belgium, Germany, Luxembourg, Netherlands, Italy, Spain, Austria, Poland.
🌾 La Serre Provençale (Netherlands): delivery 1 to 10 business 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 order benefits from a tracking number sent by email upon shipment.

💬 If your order contains several plants from different greenhouses, they may be delivered separately, a few days apart.
For a more eco-responsible approach, we encourage grouped orders from the same greenhouse, to limit packaging and carbon footprint.

🌸 2. Returns

Home & Decor Products

You have 30 days from receipt to request a return.
Products must be new, unused, in their original condition, with complete packaging and proof of purchase (invoice or confirmation email).

Return procedure:

Send an email to douceurmaisonshop@gmail.com indicating:
- your order number,
- the item(s) concerned,
- the reason for return.
Once the return is validated, we will send you the instructions and, if applicable, a prepaid return label.
After receipt and inspection, we will confirm by email the acceptance or refusal of the return.

Return address:
Douceur Maison – DIGITAL EXPRESS
62 rue Ordener, 75018 Paris, France

Return fees:

France, Belgium, Luxembourg: free return via Mondial Relay (label provided).
Europe (excluding FR/BE/LU): fees at the customer's expense, unless due to our error or a defective product.
International: return fees at the customer's expense, unless due to a defective product or shipping error.

Non-returnable products

For hygiene, personalization, or security reasons, some items cannot be returned:

personal care or hygiene products (razors, brushes, accessories, soaps, etc.)
customized or made-to-order items,
gift cards,
promotional or end-of-series items.

🌿 Live Plants

For logistical and health reasons, live plants are not eligible for return.
Each plant being unique, slight variations in color, shape, or size may exist—these are testaments to its natural vitality.

In case of receipt damaged or weakened, contact us within 48 hours of delivery at douceurmaisonshop@gmail.com with supporting photos.
After evaluation, we always offer a suitable solution:

full or partial refund, or
resending of a new plant, depending on the nature of the damage.

Each plant is carefully packaged:

sturdy and fitted box,
stabilized pot,
protected foliage.

Everything is designed to ensure safe transport and arrival in perfect condition 🌿

💳 3. Refunds

If a return is accepted, the refund will be processed using the same payment method within 10 business days (depending on bank processing times).

Original shipping fees are not refunded, unless due to our error or a defective product.

If you have not received your refund after 15 business days following our confirmation, please contact us at douceurmaisonshop@gmail.com .

🔁 4. Exchanges

We do not offer direct exchanges (size, color, model).
To get another item, please return the item according to the procedure above, then place a new order.
In case of a defective product, a replacement may be offered if stock is available.

⚠️ 5. Defective products or order error

If you receive a damaged, defective or non-compliant item, contact us upon receipt at c ontact@douceurmaison.fr with photos.
A quick solution will be offered to you: refund, replacement or voucher.

💰 6. Accepted payment methods

We accept the main secure payment methods:
Credit cards (Visa, Mastercard, Amex), PayPal, Shop Pay.

✉️ 7. Order modification or cancellation

You can modify or cancel your order within 2 hours of purchase by contacting our customer service at c ontact@douceurmaison.fr.
After this time, the order will be forwarded for processing.