Returns & Exchanges

Last updated: October 14, 2025

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

🌿 1. Delivery

Order processing

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

Home & Decoration Products

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

🕊️ When the order contains several products from different suppliers, these 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 greenhouses in Europe, carefully selected for their horticultural quality, their expertise and their sustainable commitment.
The delivery times and countries served vary depending on the origin:

☀️ The Southern Greenhouse (Netherlands): 1 to 7 working days delivery – France, Belgium, Germany, Luxembourg, Netherlands, Italy, Spain, Austria, Denmark, Poland, Sweden.
❄️ The Northern Greenhouse (Germany): 1 to 6 working days delivery – 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.
🌵 L'Oasis des Cactus (Spain): 1 to 6 working days – France, Belgium, Germany, Luxembourg, Netherlands, Italy, Spain, Austria, Denmark, Poland, Sweden.
🌿 Le Jardin Éternel (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.
Every order comes with 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 group orders from the same greenhouse , to limit packaging and carbon footprint.

🌸 2. Returns

Home & Decoration 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 c ontact@douceurmaison.fr stating:
- 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 the acceptance or refusal of the return by email.

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

Return costs:

France, Belgium, Luxembourg: free return via Mondial Relay (label provided).
Europe (excluding FR/BE/LU): costs at the customer's expense, except in case of our error or defective product.
International: return costs at the customer's expense, except for defective product or shipping error.

Non-returnable products

For reasons of hygiene, personalization or safety, certain 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 sanitary reasons, live plants are not eligible for return.
As each plant is unique, slight variations in color, shape or size may occur - these are signs of its natural vitality.

In case of damaged or weakened reception, contact us within 48 hours of delivery at c ontact@douceurmaison.fr with supporting photos.
After evaluation, we always offer a suitable solution:

total or partial refund, or
reshipment of a new plant, depending on the nature of the damage.

Each plant is carefully packaged:

rigid and fitted cardboard box,
stabilized pot,
protected foliage.

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

💳 3. Refunds

In case of accepted return, the refund is made using the same payment method within 10 business days (depending on bank processing times).

The initial shipping costs are not refundable, except in case of an error on our part or a defective product.

If you have not received your refund after 15 business days following our confirmation, please contact us at c ontact@douceurmaison.fr .

🔁 4. Exchanges

We do not offer direct exchanges (size, color, model).
To get another item, please return it 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 errors

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

💰 6. Accepted payment methods

We accept the following major 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 period, the order will be forwarded for processing.