Translation provided for information only; only the French version is legally binding. Read the French version
Complaints
Complaints and conformity
This page details article 7 of our terms of sale. In the event of any contradiction, the terms of sale prevail.
A bouquet of the day’s flowers, not a copy of the photo
Each bouquet is made by hand with the flowers available on the day of the order. The photographs on the website and in the app are not contractually binding: they illustrate the style, palette and spirit of the bouquet. The following therefore do not constitute a lack of conformity:
- differences in shade, variety, how open the flowers are, foliage or number of stems compared with the photograph;
- the replacement of an unavailable flower or variety by another of at least equivalent value, in the same style and the same palette;
- a difference in packaging, paper, ribbon or card;
- the natural development of the flowers after delivery (opening, wilting), which depends on how they are cared for.
What constitutes a lack of conformity
- Bouquet damaged or wilted at the time of handover.
- Bouquet clearly smaller than the size ordered.
- Bouquet unrelated to the style or palette of the bouquet ordered.
- Order not delivered although the address provided was correct and accessible.
How to write to us
Write to bonjour@hanae.paris with your order number and photographs of the bouquet as received, in its packaging. As flowers are perishable, their condition on delivery can only usefully be established within the 24 hours following handover: we invite you to write to us within that time. The delivery photo taken by our courier serves as the reference for the condition of the bouquet at the time of handover.
How we handle a complaint
Each request is examined in the light of the photographs sent and the proof of delivery. If the lack of conformity is established, Hanaé offers you a replacement bouquet, as a bouquet of fresh flowers cannot be repaired.
You may obtain a price reduction or, if the defect is not minor, a refund of the price where replacement is impossible or refused, does not take place within thirty days, causes you major inconvenience or does not solve the problem. Where the defect is so serious that it justifies this, for example if the bouquet was intended for a date or occasion that has now passed, you may obtain the price reduction or the refund directly, without going through a replacement (article L.217-14 of the French Consumer Code).
Late express delivery
If your express order was handed over more than one hour after payment confirmation, write to us at bonjour@hanae.paris with your order number: we will refund €12.10, the difference between the express charge (€18) and a standard delivery (€5.90), to the payment method used, within 14 days of your request. The hand-over time taken into account is the one recorded with the photographic proof of delivery. Exclusions are set out in article 5 of the terms of sale.
Situations not covered
- Wrong or incomplete address, or missing door code or floor, provided by the Customer.
- Wrong recipient or Customer phone number.
- Recipient absent, and neither the recipient nor the Customer reachable, after a documented delivery attempt.
- The recipient refusing the bouquet.
- Deterioration of the bouquet occurring after handover.
- A mere aesthetic preference, where there is no lack of conformity.
Legal guarantee
As bouquets are goods liable to deteriorate rapidly, the right of withdrawal does not apply (article L.221-28 of the French Consumer Code). The Customer does, however, benefit from the legal 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), under the conditions set out in article 7 of the terms of sale.
Last updated: 23 October 2026.