Terms of sale · flower delivery in Paris

Translation provided for information only; only the French version is legally binding. Read the French version

Terms of sale

These terms of sale (hereinafter the “Terms of Sale”) govern the contractual relationship between the seller identified below (hereinafter “Hanaé”) and any person placing an order or taking out a subscription on the website hanae.paris or in the Hanaé mobile app (hereinafter the “Customer”). Placing an order implies full and unreserved acceptance of these Terms of Sale.

Théophile Marchand-Arvier, sole trader (entrepreneur individuel, EI), trading under the name Hanaé;
SIREN: 882 790 363;
address: 68 chemin de la Grande Roche, 74170 Saint-Gervais-les-Bains, France;
email: bonjour@hanae.paris; phone: +33 7 81 90 24 15.

Hanaé is responsible for the legal guarantees set out in article 7; the Customer may ask for them to be applied using the contact details above.

1. Purpose

Hanaé sells bouquets of flowers, prepared with its network of partners under its supervision and delivered within central Paris (Paris intra-muros) in under one hour with express delivery, in under two hours with standard delivery, or in a time slot chosen by the Customer. Hanaé also offers the recurring delivery of a bouquet by subscription (article 9).

2. Products

The bouquets offered are arrangements available, depending on the case, in one or more sizes (S, M, L), whose prices and descriptions are shown on the website and in the app. The essential characteristics of a bouquet are its size, its style and its colour palette.

Photographs are not contractually binding. They illustrate the style and spirit of the bouquet. As each bouquet is made by hand with the flowers available on the day of the order, the bouquet delivered is not an exact copy of its photograph. The Customer therefore accepts that:

the shade, the variety, how open the flowers are, the foliage and the number of stems may differ from the photograph;
an unavailable flower or variety may be replaced by another of at least equivalent value, in the same style and the same palette, with no change in price;
the packaging, paper, ribbon and card may vary.

These variations are inherent in the nature of fresh flowers and do not constitute a lack of conformity.

How long a bouquet lasts depends on how it is cared for (water, temperature, exposure) and is not guaranteed. Some flowers and foliage may cause allergies or be toxic to pets or if ingested: it is the Customer’s responsibility to report any contraindication before ordering and to inform the recipient.

3. Orders

The Customer selects a bouquet, enters the delivery details, checks the order summary and its total price, then pays. The contract is concluded upon confirmation of payment, subject to the order being accepted by Hanaé.

Acceptance. Each paid order is reviewed by Hanaé, which accepts it as soon as possible; the Customer is informed of the acceptance by email. Hanaé may decline an order, in particular if a product is unavailable, if the address is outside the delivery area, if delivery within the announced time is impossible or if fraud is suspected. In that case, the contract is deemed not to have been concluded: the price paid is refunded in full, automatically, to the payment method used, and the Customer is informed by email.

Cancellation by Hanaé. Where Hanaé cancels an order it has already accepted for a reason not attributable to the Customer (within the meaning of article 8), the price paid is refunded in full to the payment method used.

4. Prices and payment

Prices are shown in euros, net of VAT. VAT not applicable, article 293 B of the French General Tax Code (micro-enterprise scheme). Delivery charges are stated before the order is confirmed: €5.90 for standard delivery and scheduled slots, free from €100 of purchases; €18 for express delivery and €40 for night delivery of the Night bouquet, whatever the order amount. Payment is made online by bank card, Apple Pay or Google Pay, through our secure payment provider Stripe. Hanaé does not store any bank details.

Refunds provided for in these Terms of Sale are made to the payment method used for the order.

5. Delivery

Deliveries are made exclusively within central Paris (75001 to 75020) and to Issy-les-Moulineaux (92130), Vanves (92170), Malakoff (92240) and Montrouge (92120), every day of the week, from 10am to 11pm, except for exceptional closures announced on the site. When ordering, the Customer chooses one of the following options:

Express delivery: handed over in under one hour from payment confirmation, for orders placed between 10am and 8pm;
Standard delivery: handed over in under two hours from payment confirmation, for orders placed before 8pm;
Scheduled slot: handed over during the 30-minute slot chosen by the Customer.

An order placed after 8pm is delivered the next day from 10am.

Night bouquet. As an exception, the Night bouquet is ordered on its own, at any time, and can be delivered after 11pm, until the cut-off time shown on its page when the order is placed. Ordered at least one hour before that time, it is handed over within two hours and by that time at the latest, or during the chosen slot. Its composition varies with the flowers available that evening.

Express guarantee. If an express order is handed over more than one hour after payment confirmation, the Customer may request a refund of the difference between the express delivery charge and the price of a standard delivery, i.e. €12.10 (€18 minus €5.90), by writing to bonjour@hanae.paris and stating the order number. Hanaé refunds this amount to the payment method used within 14 days of the request. The hand-over time taken into account is the hand-over time recorded with the photographic proof of delivery. The price of the products and that of a standard delivery remain due. The guarantee does not apply when the delay results from inaccurate or incomplete delivery information, from the recipient being absent or unreachable, or from force majeure (article 8).

For standard delivery and scheduled slots, exceeding the delivery time does not give rise to any fixed compensation or to free delivery.

Photographic proof of delivery is always sent to the Customer. If the recipient is absent, the courier hands the bouquet to the caretaker or to the front desk (hotel reception, company reception) where there is one, then tries to reach the recipient and the Customer. If no one can be reached, the order is deemed to have been fulfilled under the conditions of article 8.

6. Right of withdrawal

In accordance with article L.221-28 of the French Consumer Code, the right of withdrawal cannot be exercised for goods made to the consumer’s specifications or clearly personalised, nor for goods liable to deteriorate rapidly, which is the case for bouquets of fresh flowers, including when they are delivered under a subscription.

This statutory exclusion does not, however, deprive the Customer of the conformity guarantees set out in article 7, nor of the option to terminate a subscription at any time (article 9).

7. Conformity and complaints

A bouquet is in conformity when it matches the size ordered and the style and palette of the bouquet chosen, and is made of fresh flowers at the time of handover, taking into account the variations accepted under article 2. No commercial guarantee relating to the conformity of the products is added to the legal guarantees set out below.

Complaints. Any complaint must be sent to bonjour@hanae.paris with the order number and photographs of the bouquet as received. As flowers are perishable goods, their condition on delivery can only usefully be established within 24 hours of handover, a time limit the Customer is invited to observe. The delivery photograph taken by the courier is evidence of the condition of the bouquet at the time of handover, unless proven otherwise. After this time, any deterioration of the flowers is presumed to result from their natural development, as the presumption that the defect already existed is incompatible with the nature of perishable goods (article L.217-7 of the French Consumer Code).

Handling. If the lack of conformity is established, Hanaé offers the Customer a replacement bouquet, as repairing a bouquet of fresh flowers is not possible. The Customer may obtain a price reduction or, if the defect is not minor, the cancellation of the sale and a refund of the price, where replacement is impossible or refused, does not take place within thirty days, causes the Customer major inconvenience or does not remedy the defect. The Customer may also obtain a price reduction or the cancellation of the sale immediately, without first requesting a replacement, where the defect is so serious that it justifies this, for example where the bouquet was intended for a date or occasion that has now passed (article L.217-14 of the French Consumer Code). The practical arrangements are set out on the complaints page.

Legal guarantees. The Customer benefits from the legal guarantee of conformity (articles L.217-1 et seq. of the French Consumer Code) and from the guarantee against hidden defects (articles 1641 et seq. of the French Civil Code), whose terms are set out in the box below. These guarantees apply independently of these Terms of Sale.

The consumer has two years from delivery of the goods to obtain the application of the legal guarantee of conformity if a lack of conformity appears. During this period, the consumer need only establish the existence of the lack of conformity and not the date on which it appeared.

Where the contract for the sale of the goods provides for the continuous supply of digital content or a digital service for a period of more than two years, the legal guarantee applies to that digital content or digital service throughout the planned supply period. During this period, the consumer need only establish the existence of the lack of conformity affecting the digital content or digital service and not the date on which it appeared.

The legal guarantee of conformity entails an obligation for the trader, where applicable, to provide all updates necessary to keep the goods in conformity.

The legal guarantee of conformity entitles the consumer to have the goods repaired or replaced within thirty days of the request, free of charge and without major inconvenience to the consumer.

If the goods are repaired under the legal guarantee of conformity, the consumer benefits from a six-month extension of the initial guarantee.

If the consumer requests repair of the goods but the seller imposes replacement, the legal guarantee of conformity is renewed for a period of two years from the date the goods are replaced.

The consumer may obtain a reduction of the purchase price while keeping the goods, or terminate the contract and obtain a full refund in return for the goods, if:

1° The trader refuses to repair or replace the goods;

2° The repair or replacement of the goods takes place after a period of thirty days;

3° The repair or replacement of the goods causes major inconvenience to the consumer, in particular where the consumer definitively bears the costs of taking back or removing the non-conforming goods, or bears the costs of installing the repaired or replacement goods;

4° The lack of conformity of the goods persists despite the seller’s unsuccessful attempt to bring them into conformity.

The consumer is also entitled to a price reduction or to termination of the contract where the lack of conformity is so serious that it justifies an immediate price reduction or termination. The consumer is then not required to request repair or replacement of the goods first.

The consumer is not entitled to terminate the sale if the lack of conformity is minor.

Any period during which the goods are immobilised for repair or replacement suspends the remaining guarantee period until the goods are delivered back in working order.

The rights mentioned above result from the application of articles L. 217-1 to L. 217-32 of the French Consumer Code.

A seller who in bad faith obstructs the application of the legal guarantee of conformity is liable to a civil fine of up to 300,000 euros, which may be increased to up to 10% of average annual turnover (article L. 241-5 of the French Consumer Code).

The consumer also benefits from the legal guarantee against hidden defects under articles 1641 to 1649 of the French Civil Code, for a period of two years from discovery of the defect. This guarantee entitles the consumer to a price reduction if the goods are kept or to a full refund in return for the goods.

Order not accepted or cancelled by Hanaé. Where Hanaé does not accept an order or cancels it for a reason not attributable to the Customer (article 3), the price paid is refunded to the Customer in full.

8. Liability

Delivery information. The Customer provides, under their own responsibility, an accurate and complete delivery address (building, floor and door code where applicable), the recipient’s phone number and their own phone number. If there is a difficulty with the delivery, the courier tries to reach the recipient, then the Customer, and waits on site before leaving.

Hanaé cannot be held liable for the consequences of incorrect or incomplete delivery information provided by the Customer (wrong address, missing door code or floor, wrong recipient or Customer phone number), for being unable to deliver to or reach either the recipient or the Customer after a documented delivery attempt, or for the recipient refusing the bouquet: in these cases, the order is deemed to have been fulfilled and no refund is given. Nor is Hanaé liable for any deterioration of the bouquet occurring after handover, or for allergic reactions or poisoning caused by flowers or foliage whose contraindication was not reported to it.

In the event of force majeure (exceptional weather conditions, strikes, unforeseeable events), delivery times may exceptionally be extended without compensation.

9. Subscription

Purpose. A subscription covers the recurring delivery of a bouquet chosen by the Customer from the bouquets available by subscription, in the size of their choice, to the address and recipient they specify, at the frequency they choose: every week, every two weeks, every month, every two months or every quarter. The Customer chooses the date of the first delivery and, where applicable, a preferred delivery day. Deliveries take place within central Paris on the scheduled delivery date; the express and standard delivery times (article 5) do not apply.

Price and payment. The price of each instalment is the price of the bouquet and size chosen, as shown when subscribing, delivery included. No promotional code applies to subscriptions. The first instalment is paid when subscribing; subsequent instalments are charged automatically by our payment provider Stripe to the saved payment method, at the start of each period, according to the chosen frequency. Each paid instalment gives rise to one delivery.

Term. The subscription is concluded for an indefinite period, with no minimum commitment and no subscription or termination fee.

Management. The Customer manages their subscription from their personal space, on the website or in the app (My subscriptions section). A subscription taken out without an account is managed by signing in, using the sign-in link sent by email, with the email address used when subscribing. In particular, the Customer may:

change the delivery address, except in the four hours before a scheduled delivery;
change the frequency or the preferred delivery day; a change of frequency takes effect from the next instalment, with no immediate charge and no pro rata calculation: the current period, already paid, runs until its end;
pause the subscription, with no end date, and resume it at any time: while paused, no instalment is charged and no delivery takes place, except for the bouquet whose instalment has already been paid, which is delivered on the scheduled date.

On request sent to bonjour@hanae.paris, Hanaé may also postpone an instalment that has not yet been paid by one period: it is then neither charged nor delivered.

Termination. The Customer may terminate at any time from their personal space (My subscriptions section), using the “Cancel my subscription” function (“Résilier mon abonnement”). Termination takes effect immediately: no further instalment is charged. The bouquet whose instalment has already been paid is still delivered on the scheduled date. Confirmation of termination is sent by email.

Payment failure. If an instalment cannot be charged, the Customer is informed by email and invited to update their payment method; further attempts to charge it may be made. No delivery takes place for an unpaid instalment. If the situation is not remedied, Hanaé may end the subscription.

Price changes. Hanaé informs the Customer by email at least 30 days before any change in price; the Customer may terminate before it takes effect.

Conformity. Each bouquet delivered under the subscription benefits from the provisions of article 7.

10. Promotional codes, referrals and tips

Promotional codes. A promotional code applies under the conditions stated when it is issued (minimum purchase amount, validity period, number of uses). Unless stated otherwise, a code may only be used once per Customer. Only one code may be used per order; codes cannot be combined. The discount applies to the price of the products, excluding delivery charges, and cannot exceed that price; any unused part is lost. A code cannot be exchanged for or refunded in cash. A code used for an order that is later refunded is not restored.

Referrals. Every Customer with an account is given a personal referral code. The referred person receives a €10 discount on the price of the products of their first order, meaning when no paid order already exists under their account or email address; a person can only be referred once. When the referred person’s order is delivered, the referrer receives a €10 discount code, single-use, valid for 90 days, which only they can use, from their account. No reward is given if the referred person’s order is cancelled or refunded before delivery. The Customer may not use their own referral code. Hanaé may change or end the referral programme for the future, without affecting codes already issued, and may cancel benefits obtained by fraud or in breach of these conditions.

Tips. After delivery, the Customer may, if they wish, give the courier a tip of between €1 and €50, by a payment separate from the order. Tips are optional. A tip is collected by Hanaé on behalf of the courier who made the delivery and is passed on to them in full. A tip that has been paid is not refundable, except in the case of a payment error reported to bonjour@hanae.paris.

11. Business customers

Orders and subscriptions placed by businesses are paid when ordering, under the conditions of article 4. An invoice is issued on request sent to bonjour@hanae.paris (VAT not applicable, article 293 B of the French General Tax Code). If a service is exceptionally invoiced to a business after delivery, any late payment automatically incurs late-payment penalties at a rate equal to three times the French statutory interest rate and a fixed indemnity for recovery costs of €40 (article L.441-10 of the French Commercial Code). The provisions of these Terms of Sale specific to consumers, in particular those deriving from the French Consumer Code, apply only to consumers and, where applicable, to non-professionals.

12. Personal data

The processing of personal data is described in our privacy policy.

13. Mediation, governing law and disputes

In the event of a dispute, the Customer is invited to contact Hanaé first at bonjour@hanae.paris. If no amicable solution is found, the Customer may refer the matter free of charge to the consumer mediator, whose contact details will be provided on request.

These Terms of Sale are governed by French law. This choice does not deprive a consumer residing in another country of the protection afforded by the mandatory provisions of the law of their country of residence. The consumer may bring proceedings, at their choice, before the court of the place where they lived at the time the contract was concluded or the harmful event occurred, or before any other court with territorial jurisdiction under the French Code of Civil Procedure (article R.631-3 of the French Consumer Code); a consumer domiciled in another Member State of the European Union may also bring proceedings before the courts of the State of their domicile.

Last updated: 23 October 2026.