The shop’s rules, in plain words

Terms and conditions of sale

What applies when you order flowers on this site: orders, prices, delivery, withdrawal, and guarantees.

Terms of sale

This English translation is provided for convenience. The French version prevails in the event of any discrepancy.

In short

  • You order online, you choose the date, you pay on a secure page: the order is firm as soon as payment is confirmed.
  • We deliver ourselves to 6 towns in the south of Arcachon Bay (€7.99, free on purchases from €50), or you pick up your order free of charge at the shop.
  • Each creation is handmade with the flowers of the day: it respects the style, colors and size chosen, without being an exact copy of the photo.
  • Fresh flowers, plants and personalized creations are not covered by the right of withdrawal. Objects (vases, candles…) and dried flowers are: 14 days.
  • A problem? Call us at +33 5 56 66 05 27: we first look for a solution together.
  • Grave maintenance in Gujan-Mestras: paid all at once, or per visit with a no-commitment subscription that you stop whenever you want from your customer account (article 12).

1. Who are we?

These general terms and conditions of sale (“terms of sale”) apply to orders placed on the site audeladesfleurs.fr with:

Dominique Gratens, entrepreneur individuel (EI), trade name Au Delà des Fleurs, 29 Cours de Verdun, 33470 Gujan-Mestras, France. RCS Bordeaux 500 028 444, SIRET 500 028 444 00015, EU VAT number FR35 500 028 444. Phone: +33 5 56 66 05 27. Email: contact@audeladesfleurs.fr. Hereinafter “we.”

They apply to anyone purchasing for their personal needs (“you”). Professional customers who order on the site also accept them, with the exception of the rules reserved for consumers (right of withdrawal, consumer mediation).

The applicable terms of sale are those online on the day of your order. By confirming your order, you declare that you have read and accepted them. You can save or print them.

2. Our creations

We sell bouquets and arrangements of fresh flowers, funeral and wedding creations, plants, dried flowers and a few objects (vases, cachepots, candles). Their essential characteristics (size, style, main flowers, price) are presented on each product page.

Handmade, with seasonal flowers

Each creation is composed by hand at the shop, with the flowers available from our suppliers at the time of preparation. The photos and images on the site illustrate the style of the creation; some are computer-generated images. Your creation will respect the style, dominant colors and size chosen, but will never be an exact copy of the photo: flowers are natural products, whose shape, hue and openness vary from one day to the next.

If a flower should run short, we replace it with a flower of equal quality and at least equivalent value, respecting the style and colors of the creation. The price does not change. If a flower or a color matters particularly to you, tell us when you order (by phone or by email): we will call you before any replacement and, if it cannot be found, you can cancel free of charge.

The note on the card

You write the message on the card accompanying your creation yourself. We reproduce it faithfully. We may refuse a message that is insulting, defamatory or unlawful; we then let you know.

Availability

Our creations are offered as long as they are visible on the site, subject to the flowers available. If an order cannot be fulfilled, we let you know as soon as possible and offer you an equivalent creation or a full refund, within 14 days at the latest.

3. Prices

Prices are stated in euros, including all taxes (French VAT included). Delivery fees are added to the price of the products; their amount is displayed before the order is confirmed (see article 6). The price charged is the one displayed at the time of the order. We may change our prices at any time, but never for an order already confirmed.

4. Ordering

  1. You choose your creation, its size and, where applicable, the occasion, the color and the note on the card, then you add it to the cart.
  2. In the cart, you choose delivery or in-store pickup, as well as the date.
  3. You enter your contact details and those of the recipient, you check the summary (products, price, fees, date) and correct it if needed, then you confirm the order, which commits you to pay.
  4. The contract is concluded as soon as payment is confirmed. You immediately receive a confirmation email summarizing your order.

We may refuse or cancel an order for a legitimate reason: delivery address outside our area, previous payment dispute, abnormal order. You are then refunded in full.

Changing or canceling your order

Call us as soon as possible at +33 5 56 66 05 27. Until noon on the day before the chosen date, we can change your order, or cancel it and refund you in full. After that deadline, the flowers have already been ordered or prepared for you: cancellation is no longer possible, but we will always do our best to adjust the date or the address.

5. Payment

Payment is made online at the time of the order, by one of the methods offered on the payment page (bank card in particular). It is processed by secure payment providers: we never have access to your full card number. The order is prepared once payment has been accepted.

6. Delivery and pickup

We deliver ourselves, without a carrier, to Gujan-Mestras, Le Teich, La Teste-de-Buch (including Pyla-sur-Mer and Cazaux), Arcachon and Biganos.

  • Delivery fee: €7.99, free on purchases from €50.
  • In-store pickup: free, during opening hours.
  • Date: you choose it in the cart, from the dates offered. For same-day delivery, call us before noon (10:00 am on Sundays).

The details (delivery days, recipient not being there, ceremonies, pickup) are set out in our delivery and pickup policy, which forms part of these terms of sale.

With flowers, the delivery date matters: if we cannot deliver on the agreed date, we let you know, and you can then cancel your order and receive a full refund, delivery fees included, within 14 days at the latest (French Consumer Code (Code de la consommation), articles L.216-6 and following). Creations travel under our responsibility until they are handed over to the recipient or to the person the recipient has designated.

7. Right of withdrawal

What the right of withdrawal does not cover

In accordance with article L.221-28 of the Code de la consommation, the right of withdrawal cannot be exercised for:

  • fresh flowers, bouquets, floral arrangements and plants, which are goods liable to deteriorate or expire rapidly (article L.221-28, 4°);
  • creations made to your specifications or clearly personalized: custom creation, funeral creation with a ribbon or inscription, wedding creation, arrangement with the flowers or colors you requested (article L.221-28, 3°).

By ordering these products, you acknowledge that you do not have the right of withdrawal. Your legal guarantees remain fully intact (article 9): a damaged or non-conforming creation is remade or refunded.

What the right of withdrawal covers: 14 days

For other products, that is, objects (vases, cachepots, candles…) and non-personalized dried flower bouquets, you have 14 days from the day you, or the person you have designated, take possession of them to withdraw, without having to give a reason or pay a penalty. If your order combines fresh flowers and an object, the withdrawal applies only to the object.

The procedure and the model withdrawal form are set out in our withdrawal, returns and refunds policy, which forms part of these terms of sale.

Grave maintenance: 14 days

Grave maintenance is a service: you have 14 days from your order to withdraw, without having to give a reason, by phone at +33 5 56 66 05 27 or by email at contact@audeladesfleurs.fr. If you choose a visit date before the end of this period, you are asking us to start the service earlier: if you withdraw, you then owe us the amount for the visits already carried out (article L.221-25 of the Code de la consommation). A visit fully carried out before the end of the period, at your request, can no longer be subject to withdrawal (article L.221-28, 1°).

8. Complaints

A damaged creation, an error, a delay? Let us know, if possible within 24 hours of delivery, by phone at +33 5 56 66 05 27 or by email at contact@audeladesfleurs.fr, with a photo. It is the best way to confirm the problem and fix it quickly: new creation, new delivery or refund. This time limit is simply a request on our part: it in no way reduces your legal guarantees.

9. Legal guarantees

All our products are covered by the legal guarantee of conformity (articles L.217-1 to L.217-32 of the Code de la consommation) and the legal guarantee against hidden defects (French Civil Code (Code civil), articles 1641 to 1649). To invoke them, contact us using the details in article 1. Fresh flowers and plants are living products: their conformity is assessed on delivery, in light of their normal lifespan and of compliance with the care instructions provided.

Regulatory information on the legal guarantees (article D.211-2 of the Code de la consommation)

The consumer has two years from delivery of the goods to obtain enforcement of the legal guarantee of conformity if a lack of conformity appears. During this period, the consumer is required to establish only the existence of the lack of conformity, 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 is required to establish only the existence of the lack of conformity affecting the digital content or digital service, 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 of replacement of the goods.

The consumer may obtain a reduction in the purchase price while keeping the goods, or terminate the contract and receive a full refund in exchange for returning 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 permanently bears the cost of taking back or removing the non-conforming goods, or bears the cost of installing the repaired or replacement goods;
4° The goods remain non-conforming despite the seller's unsuccessful attempt to bring them into conformity.

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

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

Any period during which the goods are out of use for repair or replacement suspends the remaining guarantee until the repaired goods are delivered.

The rights mentioned above result from the application of articles L. 217-1 to L. 217-32 of the Code de la consommation.

A seller who in bad faith obstructs the enforcement of the legal guarantee of conformity is liable to a civil fine of up to €300,000, which may be increased to as much as 10% of average annual revenue (article L. 241-5 of the Code de la consommation).

The consumer also benefits from the legal guarantee against hidden defects under articles 1641 to 1649 of the Code civil, 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 exchange for returning the goods.

10. Personal data

We use your data and the recipient's to process, deliver and invoice your order, under the conditions of our privacy and cookie policy. If you do not wish to receive commercial solicitation by phone, you can register free of charge on the Bloctel telemarketing opt-out list (www.bloctel.gouv.fr).

11. Mediation and disputes

If there is a difficulty, let's talk about it first: most problems are resolved with a phone call to +33 5 56 66 05 27, or in writing to 29 Cours de Verdun, 33470 Gujan-Mestras, or to contact@audeladesfleurs.fr.

If no solution is found, you may turn free of charge to the consumer mediator with which we are affiliated, after sending us a written complaint and within one year of that complaint:

CM2C – Centre de la Médiation de la Consommation de Conciliateurs de Justice
49 rue de Ponthieu, 75008 Paris
Phone: 01 89 47 00 14
Email: litiges@cm2c.net
Online referral: www.cm2c.net/declarer-un-litige.php

These terms of sale are governed by French law. Failing an amicable agreement, as a consumer, you may bring the matter, at your choice, before one of the courts that would normally have jurisdiction or the court of the place where you were living at the time of the order or of the harmful event (article R.631-3 of the Code de la consommation).

12. Grave maintenance

We offer a grave maintenance and flower-decoration service in the cemeteries of Gujan-Mestras: the cimetière de l'Église, the cimetière du Fin and the cimetière de la Forêt. Each visit includes cleaning of the tombstone; weeding around the grave; removal of wilted flowers; fresh seasonal flowers or plants; and a before/after photo sent by text message. It covers a granite grave of up to 2 m × 1 m; for any other grave, we draw up a quote.

When you order, you specify the cemetery, the name on the grave, the location if you know it, the date of the first visit and a cell phone number to receive the photos. If we cannot find the grave, we call you before doing any work.

Plans paid all at once

1 visit (€99), 4 visits per year (€380), 6 visits per year (€540) or 12 visits per year (€1,020), including all taxes. Payment is made when you order. The visits take place from the chosen date, at regular intervals, for 12 months.

Subscription paid per visit

For 4, 6 or 12 visits per year, you can also pay per visit: €95 every 3 months, €90 every 2 months or €85 every month, including all taxes. The first payment is made when you order; subsequent payments are charged automatically to the card on file, at the same frequency, starting from the order date. Each payment corresponds to one visit. The subscription has no commitment and an indefinite term.

Cancellation: you can stop your subscription at any time, free of charge, in a few clicks from your customer account, or by writing to us at contact@audeladesfleurs.fr. No charge is made after cancellation; the visit already paid for is carried out.

If a charge fails, we let you know: the corresponding visit takes place once the payment has been settled. If our prices change, we notify you by email at least one month in advance; you remain free to stop the subscription.

Version dated November 5, 2026.