Terms of sale
GENERAL TERMS AND CONDITIONS OF SALE
PREAMBLE
These General Terms and Conditions of Sale apply to all sales concluded on the online store www.floraandco-paris.com (hereinafter the “Website”), operated by:
Flora & Co — Flash Diffusion (Establishment: NANUCCI)
SAS, a French simplified joint-stock company with share capital of €20,000.00
90 rue de la Haie Coq
93300 AUBERVILLIERS
France
SIREN: 487 705 352
SIRET (registered office): 487 705 352 00119
EU VAT number: FR78487705352
Trade and Companies Register: 487 705 352 R.C.S. Bobigny (registered on 16 May 2011)
Telephone: 0149374427
The Website is hosted by Shopify Inc. (hosting and e-commerce platform).
The Website specialises in the sale of bags and leather goods accessories (hereinafter the “Products”).
The Customer is invited to read these General Terms and Conditions of Sale carefully before placing an order. Any order confirmed on the Website constitutes full and unconditional acceptance of these General Terms and Conditions of Sale.
Flora & Co reserves the right to amend these General Terms and Conditions of Sale at any time. The applicable terms are those in force on the date the order is confirmed.
For any questions concerning these terms, the Customer may contact Customer Service at: clients@floraandco-paris.com.
- Orders
1.1. Placing an order
The Customer may select the Products they wish to order and add them to their shopping basket. Before finally confirming the order, the Customer may check and amend the selected Products, quantities, delivery details and any other information provided.
Before confirming their order, the Customer is invited to check all information entered carefully, particularly:
- The Product model and colour;
- The quantity ordered;
- The recipient’s first name and surname;
- The delivery address;
- The telephone number;
- The email address;
- The selected delivery method.
Confirmation of the order and payment constitute the Customer’s final acceptance of the order.
A confirmation email is then sent to the email address provided when placing the order. It summarises, in particular, the Products ordered, quantities, total amount and delivery details.
1.2. Changing or cancelling an order
To ensure prompt processing, Flora & Co begins preparing orders as soon as possible.
Any request to change or cancel an order must therefore be sent to Flora & Co as soon as possible after the order is confirmed and before it is prepared or dispatched.
Flora & Co will make every effort to accommodate a change request if the order has not yet been prepared. However, no change can be guaranteed once the order has been confirmed.
Once the order has been prepared or handed over to the carrier, it is no longer possible to change:
- The Product model or colour;
- The quantity;
- The delivery address;
- The telephone number;
- The email address;
- The delivery method.
In particular, the Customer cannot request a different colour or model after the order has been dispatched.
If the Customer wishes to receive a different model or colour after their order has already been dispatched, they must, subject to their statutory right of withdrawal, follow the applicable returns procedure and then place a new order for the desired Product.
1.3. Errors in information provided by the Customer
The Customer is responsible for the accuracy of the information provided when placing an order.
Any error concerning, in particular, the delivery address, recipient’s name, telephone number or email address must be reported to Flora & Co before the order is dispatched.
Once the order has been dispatched, Flora & Co can no longer guarantee that this information can be changed.
Where delivery difficulties, a returned parcel or additional costs result from incorrect or incomplete information provided by the Customer, particularly an incorrect or incomplete address, any additional costs associated with a new shipment may be charged to the Customer.
1.4. Refusal or cancellation of an order by Flora & Co
Flora & Co reserves the right to refuse or cancel an order for a legitimate reason, particularly in the event of:
- Permanent unavailability of a Product;
- A payment problem or declined payment;
- An obvious error concerning a Product’s price or characteristics;
- Suspected fraud or unusual activity;
- A dispute concerning a previous order.
If payment has already been made and Flora & Co cancels the order, the Customer will be informed and the corresponding amount will be refunded using the payment method used for the order, subject to applicable legal rules.
1.5. Product availability
Products are offered subject to available stock.
If a Product becomes unavailable after an order has been confirmed, Flora & Co will inform the Customer as soon as possible and offer an appropriate solution depending on the circumstances, such as a refund or, where possible, a replacement.
Availability information displayed on the Website may change depending on available stock.
- Pre-orders
2.1. How pre-orders work
Some Products offered on the Website may be available for pre-order when they are temporarily out of stock or when new stock is expected.
When a Product is available for pre-order, this is clearly stated on its product page, together with an estimated date for receipt of the new stock.
Pre-ordering allows the Customer to reserve the desired Product before it is back in stock.
2.2. Date indicated for a pre-order
The date shown on the product page is the estimated date on which the new stock will arrive at our premises, not a guaranteed delivery date to the Customer.
This date may change depending, in particular, on production, shipping or transport lead times.
Flora & Co makes every effort to meet the estimated dates communicated and informs affected Customers of any significant delay.
2.3. Early receipt of stock
If new stock arrives earlier than the estimated date shown on the Website, Flora & Co may prepare and dispatch the relevant orders as soon as the Products are received.
In this case, the Customer does not need to take any action and will receive tracking information when their order is dispatched.
The estimated date displayed when placing the order is therefore not an earliest possible dispatch date.
2.4. Orders containing multiple Products
Where an order contains several Products and one of them is a pre-order Product, the entire order will be dispatched in a single shipment once all pre-order Products are available.
The Customer is therefore informed that including a pre-order Product may delay dispatch of all items in the order.
The dispatch date will depend on when the last Product required to prepare the complete order becomes available.
If the pre-order Product arrives earlier than the estimated date shown on the Website, the order may be prepared and dispatched upon its arrival, in accordance with Article 2.3 of these General Terms and Conditions of Sale.
2.5. Cancelling a pre-order
Provided the order has not yet been prepared or dispatched, the Customer may contact Flora & Co to request cancellation.
Flora & Co will make every effort to process the request if the order has not yet been prepared.
Once the order has been prepared or dispatched, immediate cancellation is no longer possible.
However, where the legal conditions are met, the Customer may exercise their right of withdrawal in accordance with these General Terms and Conditions of Sale.
2.6. Changing a pre-order
The fact that a Product is available for pre-order does not allow the Customer to freely amend their order after confirmation.
Any request to change the model, colour, address or delivery information must be made before the order is prepared.
Once the order has been prepared or dispatched, no change can be guaranteed.
- Delivery
3.1. Delivery methods
Flora & Co offers different delivery methods depending on the destination and the options available when the order is confirmed.
The Customer must select their preferred delivery method before making payment.
The applicable delivery arrangements and charges are shown to the Customer before final confirmation of the order.
3.2. Delivery to a collection point
If the Customer selects delivery to a collection point, the parcel is sent to a collection point offered or assigned according to the carrier’s available options and the address provided when placing the order.
Before selecting collection-point delivery, the Customer may check available collection points near their preferred address through the following partner networks:
Find a GLS collection point
Find a Chrono Shop2Shop collection point
Collection-point availability may vary depending on the carrier, geographical area and network capacity at the time of dispatch.
The Customer is notified when their parcel is available for collection through the carrier’s available communication channels, particularly email or SMS.
The Customer is responsible for collecting their parcel within the time limit specified by the carrier.
Once the parcel is available at a collection point, Flora & Co cannot be held responsible if the Customer fails to collect it within the specified time.
3.3. Home delivery
If the Customer selects home delivery, the parcel is delivered to the address provided when placing the order.
The Customer must ensure that all information required for delivery is accurate and complete.
If the Customer provides an incorrect, incomplete or inaccurate address, Flora & Co cannot be held responsible for the resulting delivery difficulties or failed delivery.
3.4. Order preparation and delivery times
In accordance with the Website’s Shipping Policy, all orders are dispatched within 72 working hours of order confirmation, excluding weekends and public holidays, unless otherwise stated on the Website or product page.
This preparation time does not apply to pre-order Products. For these Products, the arrangements and estimated date for receipt of new stock are those stated on the product page and defined in Article 2 of these General Terms and Conditions of Sale.
For an order containing one or more pre-order Products, preparation and dispatch times depend on the estimated date indicated for the pre-order Product. The usual preparation and delivery periods therefore do not begin until the relevant Product becomes available.
Once the order has been handed over to the carrier, delivery time depends on the selected delivery method, destination and carrier.
Estimated delivery times, in accordance with the Website’s Shipping Policy, are:
Mainland France: standard delivery and collection-point delivery are estimated at 2 to 5 working days; express delivery is available.
Europe: delivery times and rates vary depending on the destination country and selected delivery method.
Delivery times communicated on the Website are indicative and may vary, particularly during busy periods or due to transport conditions, weekends, public holidays or any event beyond Flora & Co’s control.
Details of delivery rates and areas are available in the Website’s Shipping Policy.
3.5. Shipping-label creation and order tracking
To prepare orders and facilitate dispatch, Flora & Co may generate and print the shipping label before the parcel is physically handed over to the carrier.
Creating a shipping label does not mean that the parcel has been handed over to the carrier. It is a preliminary step used to prepare and organise dispatch.
If tracking shows “Étiquette créée”, “Label created” or an equivalent status, this means that the label has been generated and the order is being prepared or dispatched. It does not necessarily mean that the carrier has already received the parcel.
Tracking is updated once the parcel has actually been handed over to and registered by the carrier.
However, there may be a delay between handover to the carrier and the first tracking update.
When the order is dispatched, a tracking number is provided to the Customer where available.
The Customer may track the parcel on the carrier’s website using the number provided.
If tracking updates are temporarily unavailable, the Customer is invited to allow time for the information to be updated.
3.6. Parcels in transit
Once the parcel has actually been handed over to and registered by the carrier, Flora & Co no longer directly controls transit and delivery operations.
In the event of a delay, a parcel being held up or an unusual tracking status, Flora & Co may contact the carrier to obtain further information and monitor the situation.
The Customer may be asked to wait while the carrier responds or updates the tracking information.
3.7. Uncollected parcels or parcels returned to Flora & Co
If a parcel delivered to a collection point is not collected within the time specified by the carrier, it may automatically be returned to Flora & Co.
The same applies if a parcel cannot be delivered because of an incorrect or incomplete address, or other inaccurate information provided by the Customer.
If the parcel is returned to Flora & Co and the Customer wishes to keep their order and receive the Product again, they must inform Flora & Co in writing by email, expressly confirming that they wish to maintain their order and have it dispatched again.
Where the return results from an error or circumstance attributable to the Customer, particularly failure to collect the parcel, an incorrect or incomplete address, inaccurate contact details or other incorrect information entered when placing the order, all reshipping costs will be borne by the Customer.
After receiving the Customer’s written confirmation, Flora & Co will send a payment link for the reshipping costs.
The new shipment will be dispatched upon receipt of payment for those costs.
No new shipment can be made without the Customer’s confirmation and payment of the reshipping costs.
3.8. Changing the delivery address or method
Once an order has been confirmed, the delivery address and selected delivery method can no longer be changed.
As an exception, Flora & Co may attempt to accommodate a change request if the order has not yet been prepared or dispatched, but cannot guarantee the change.
Once the parcel has been handed over to the carrier, Flora & Co cannot guarantee any change to the delivery address or method.
- Prices and Payment Methods
4.1. Product prices
Product prices displayed on the Website are stated in euros and include all taxes, unless otherwise indicated.
Applicable delivery charges are shown separately during checkout and added to the Product prices.
The total order amount, including the price of the Products and any delivery charges, is shown to the Customer before final confirmation of the order.
Flora & Co reserves the right to change its prices at any time. However, the price applicable to an order is the price displayed when the Customer confirms it.
4.2. Payment methods
The payment methods offered are those displayed on the Website at the time of ordering.
Payment may be made, in particular, by payment card, depending on the payment methods available when confirming the order.
The Website uses Shopify and its secure payment interfaces to process payments.
4.3. Payment confirmation
The Customer warrants that they have the necessary authorisation to use the payment method selected when placing the order.
Payment is made when the order is confirmed, unless otherwise stated, particularly for certain pre-order offers.
The order is considered confirmed once payment has been accepted and the order confirmation has been sent to the Customer.
A confirmation email summarising the order details is then sent to the Customer.
4.4. Failed or declined payment
If payment is declined, fails or is cancelled by the bank or payment provider, the order cannot be confirmed or may be cancelled.
Flora & Co cannot be held responsible for a declined payment resulting from the payment method used by the Customer or the bank concerned.
4.5. Obvious pricing errors
Despite the precautions taken by Flora & Co, an obvious pricing error may exceptionally appear on the Website.
If an obvious error is identified, Flora & Co reserves the right to cancel the affected order.
The Customer will be informed as soon as possible. If payment has already been made, the full order amount will be refunded using the payment method used for the order.
This provision does not apply to mere display differences or to promotions and discounts validly displayed on the Website.
- Returns, Right of Withdrawal, Refunds and Exchanges
5.1. Right of withdrawal
In accordance with Article L. 221-18 of the French Consumer Code, a Customer acting as a consumer has fourteen (14) days from receipt of their order to exercise their statutory right of withdrawal, without having to give a reason or incur penalties, subject to the exceptions provided by law.
If an order contains several Products delivered separately, the withdrawal period begins upon receipt of the last Product.
A Customer wishing to exercise their right of withdrawal must clearly and unambiguously inform Flora & Co of their decision, particularly by email to clients@floraandco-paris.com, before the fourteen (14)-day period expires.
The Customer then has fourteen (14) days from communicating their decision to return the relevant Product or Products.
5.2. Return conditions
Returned Products must be in a condition that allows them to be resold.
In particular, they must be:
- Unworn;
- Unused;
- Unwashed;
- Undamaged;
- Complete;
- Accompanied by any accessories;
- Supplied with their labels and original packaging where these are necessary for resale.
The Customer may handle the Product to the extent necessary to establish its nature, characteristics and proper functioning.
However, in accordance with applicable legal provisions, the Customer may be held responsible for any diminished value resulting from handling beyond what is necessary to establish the Product’s nature, characteristics and proper functioning.
5.3. Return shipping costs
When exercising the statutory right of withdrawal, the Customer bears the direct costs of returning the Products, subject to applicable legal provisions.
To facilitate the returns procedure, Flora & Co provides a return label, sent to the Customer in a separate email.
The cost of this return label is deducted directly from the refund due to the Customer after the returned Product or Products have been received and inspected.
Return charges are fixed amounts determined by the destination country as follows.
Return charges by country:
- Mainland France: €10.00;
- Belgium, Germany, Luxembourg, the Netherlands, Italy, Austria and Ireland: €18.00;
- Portugal and Spain, excluding islands: €20.00;
- Sweden, Czechia, Hungary, Latvia, Lithuania, Poland, Slovakia, Slovenia, Denmark and Estonia: €23.00;
- Croatia, Finland, Cyprus, Greece, Malta, Romania and Bulgaria: €35.00.
The applicable return charge is communicated to the Customer during the returns procedure.
The Customer must use the return label provided by Flora & Co and drop off the parcel in accordance with the return instructions.
The returned Product or Products are refunded after receipt and inspection at Flora & Co’s premises, less the applicable return charges.
If the return concerns a defective Product, a Product that does not conform to the order or a Product covered by the statutory warranty of conformity, Flora & Co bears the return shipping costs in accordance with applicable legal provisions. These costs are not deducted from the Customer’s refund.
5.4. Customer errors when placing an order
The Customer is invited to check all information carefully before confirming their order, particularly the model, colour, quantity, delivery address, email address and telephone number.
Once an order has been confirmed, no change can be guaranteed.
If the Customer wishes to change a colour, model, address or any other information after confirming the order, Flora & Co may attempt to accommodate the request where practicable and provided the order has not yet been prepared or dispatched.
Once the order has been dispatched, Flora & Co cannot change the Product, colour, model or delivery address.
The Customer remains responsible for the accuracy of the information provided when placing the order.
If the Customer has made an error, particularly concerning the colour, model or delivery address, they retain their right of withdrawal where the legal conditions are met.
If the parcel has already been dispatched and the Customer no longer wishes to keep the Product, they may, where possible, refuse delivery or refrain from collecting the parcel within the carrier’s specified period so that it is returned to Flora & Co.
However, refusing delivery or failing to collect the parcel does not, by itself, constitute exercise of the right of withdrawal. The Customer must clearly inform Flora & Co of their intention to exercise that right.
If, after the parcel has been returned, the Customer wishes to receive and keep the Product, and the return resulted from an error attributable to them, the reshipping conditions in Article 3.7 apply.
In that case, reshipping costs are borne by the Customer.
5.5. Refunds following withdrawal
If the Customer exercises their right of withdrawal, Flora & Co will refund the amounts paid as soon as possible and no later than fourteen (14) days from the date on which Flora & Co is informed of the Customer’s decision to withdraw.
In accordance with Article L. 221-24 of the French Consumer Code, Flora & Co may withhold the refund until it has received the Products or the Customer has provided evidence of having sent them back, whichever occurs first.
The refund is made using the same payment method as the original transaction, unless the Customer expressly agrees to another method.
In all cases, the Customer will not incur any fees as a result of the refund.
5.6. Exchanges
Flora & Co may offer a Product exchange at the Customer’s request, subject to availability of the desired model, colour or size.
The exchange procedure is as follows:
- The Customer must return the original Product by following the returns procedure communicated by Flora & Co;
- After receiving and inspecting the returned Product at our premises, Flora & Co dispatches the requested replacement Product, subject to availability.
An exchange involves two shipping operations: returning the original Product and shipping the replacement Product.
The Customer bears both the return shipping costs and the costs of shipping the replacement Product.
The applicable charges depend on the country concerned, based on the rates set out in Article 5.3 of these General Terms and Conditions of Sale:
- Mainland France: €10.00;
- Belgium, Germany, Luxembourg, the Netherlands, Italy, Austria and Ireland: €18.00;
- Portugal and Spain, excluding islands: €20.00;
- Sweden, Czechia, Hungary, Latvia, Lithuania, Poland, Slovakia, Slovenia, Denmark and Estonia: €23.00;
- Croatia, Finland, Cyprus, Greece, Malta, Romania and Bulgaria: €35.00.
The total exchange charge is therefore the combined amount of the applicable return shipping and replacement shipping costs.
Before arranging an exchange, Flora & Co will inform the Customer of the total charges payable.
The Customer must expressly confirm in writing that they agree to pay these charges.
After receiving this confirmation, Flora & Co will send a payment link for the total exchange charge.
These charges must be paid in full before the exchange can be arranged.
Once payment has been received, the Customer may return the original Product in accordance with the instructions provided by Flora & Co.
The replacement Product will be dispatched after the returned Product has been received and inspected, subject to availability.
No exchange can be arranged without the Customer’s prior confirmation and full payment of the corresponding charges.
Article 6 – Warranties and After-Sales Service
6.1. Flora & Co Commercial Warranty: The “6-Month Express Service”
In addition to the mandatory statutory warranties, Flora & Co grants the Customer an exclusive commercial warranty for six (6) months from the date of delivery of the Product.
This warranty is designed to provide priority handling and a prompt solution in the event of a premature manufacturing defect.
A. Defects covered by the Commercial Warranty under normal use:
- A metal logo or lettering that has been incorrectly attached or comes loose;
- A defective zipper pull or a zipper slider that comes off its track;
- A defective clasp, snap fastener or fastening system that prevents normal use of the Product;
- Defective snap hooks, screws, rivets or shoulder strap attachments;
- Stitching that comes undone abnormally and prematurely.
B. Damage not covered by the warranty but repairable subject to a quotation:
- Oxidation or scratches on metal components resulting from everyday use;
- Zipper tape torn or punctured by snagging, or a missing zipper tooth resulting from forced operation;
- Deterioration of edge paint caused by repeated friction.
C. Damage not covered by the warranty and definitive exclusions:
- Normal wear and ageing: the materials selected by Flora & Co change naturally over time. Patina, softening of the bag, fading of colours or wear to corners caused by repeated everyday friction do not constitute defects in conformity;
- Inner linings torn by sharp or pointed objects, or as a result of overloading the bag;
- Colour transfer: damage caused by pigment migration, for example when jeans or dark clothing transfer colour onto the Product;
- Damage caused by an external factor, including liquids, chemicals, perfume, light rain, prolonged exposure to sunlight or a heat source;
- Products modified, repaired or customised by the Customer or an unauthorised third party.
D. Strict exclusion of second-hand purchases:
Flora & Co warranties are strictly personal to the original purchaser of the Product. They are not transferable.
Flora & Co disclaims all liability and will not provide warranty coverage for Products purchased through private resale or second-hand platforms, such as Vinted or Leboncoin.
6.2. After-Sales Claims Procedure and Handling of Costs
For any warranty claim, the Customer must contact our team by email at sav@floraandco-paris.com before returning any Product.
The request must include:
- Surname, first name, postal address and telephone number;
- Order number and purchase date;
- A legible copy of the purchase invoice or order confirmation;
- A detailed description of the issue;
- One (1) clear photograph showing the entire Product and one (1) sharp close-up photograph of the defect.
Return shipping costs:
No Product return will be accepted without prior written approval from our After-Sales Service.
If our team provisionally accepts the defect after reviewing the photographs, a prepaid return label will be sent to the Customer.
If the Customer chooses to return the Product independently without written approval from Flora & Co, they may not claim reimbursement of the shipping costs incurred.
After receiving and physically inspecting the Product, if the defect is confirmed, Flora & Co will arrange an appropriate solution: priority repair, standard replacement or issuance of a credit note within a maximum of thirty (30) days.
The repaired or replacement Product remains covered for the remainder of the warranty period.
For general enquiries or requests for paid repairs subject to a quotation outside warranty coverage, the Customer should contact Customer Service at clients@floraandco-paris.com.
6.3. Transport and Delivery Disputes
A defect caused during transport does not constitute a Flora & Co manufacturing defect.
For any Product received damaged, crushed or misshapen during transport, the Customer must record specific reservations with the carrier upon delivery or report the issue to Flora & Co After-Sales Service at sav@floraandco-paris.com within a maximum of three (3) working days following receipt.
If no report is made within this period, the Product will be legally presumed to have been delivered in perfect cosmetic condition.
6.4. Statutory Warranty of Conformity
Flora & Co is bound by the statutory warranty of conformity referred to in Articles L. 217-3 et seq. of the French Consumer Code.
When making a claim under the statutory warranty of conformity, the consumer:
- Has two (2) years from delivery of the goods to bring a claim;
- May choose between repair or replacement of the goods, subject to the cost conditions set out in Article L. 217-12 of the French Consumer Code;
- Is not required to prove the existence of the lack of conformity during the twenty-four (24) months following delivery.
If repair or replacement proves impossible or would entail a manifestly disproportionate cost, Flora & Co undertakes to refund the price of the Product within a maximum of thirty (30) days.
6.5. Statutory Warranty Against Hidden Defects
Flora & Co is bound by the warranty against hidden defects in the goods sold, within the meaning of Article 1641 of the French Civil Code.
The consumer may bring a claim under the warranty against hidden defects within two (2) years of discovering the defect, pursuant to Article 1648, paragraph 1, of the French Civil Code.
The consumer may choose between:
- Cancellation of the sale, with return of the Product and a full refund of the price within thirty (30) days;
- A reduction in the sale price if the Customer chooses to keep the Product, with a partial refund within thirty (30) days.
Legal Appendix
Translations of the French statutory extracts reproduced in the French version:
Article L. 217-3 of the French Consumer Code:
“The seller shall deliver goods that conform to the contract and to the criteria set out in Article L. 217-5. The seller is liable for any lack of conformity existing at the time of delivery of the goods that becomes apparent within two years of delivery.”
Article L. 217-4 of the French Consumer Code:
“The goods conform to the contract if they meet, in particular, the following criteria:
1° They correspond to the description, type, quantity and quality;
2° They are fit for any special purpose sought by the consumer and made known to the seller.”
Article L. 217-5 of the French Consumer Code:
“I. – In addition to the criteria of conformity with the contract, the goods conform if they meet the following criteria:
1° They are fit for the purposes for which goods of the same type would normally be used;
6° They correspond to the quantity, quality and other characteristics, including durability, functionality, compatibility and safety, that the consumer may legitimately expect.”
Article 1641 of the French Civil Code:
“The seller is bound by a warranty against hidden defects in the goods sold that render them unfit for their intended use, or that impair that use to such an extent that the buyer would not have purchased them, or would have paid a lower price for them, had they known of the defects.”
Article 1648, paragraph 1, of the French Civil Code:
“An action arising from defects giving grounds for cancellation of the sale must be brought by the purchaser within two years of discovering the defect.”
- Mediation and Disputes
7.1. European online dispute resolution platform
The Customer may also use the European online dispute resolution platform, available at:
7.2. Governing law and jurisdiction
These General Terms and Conditions of Sale are governed by French law.
In the event of a dispute, and if no amicable resolution is reached, a Customer acting as a consumer may bring the matter before the competent court in accordance with the French Code of Judicial Organisation and the French Consumer Code.
- Personal Data
Personal data collected when an order is placed, including identity, contact details, delivery address and order data, are necessary for processing and monitoring the order, delivery and customer relationship management.
These data are processed under the arrangements fully described in the Website’s Privacy Policy, including purposes, legal bases, recipients, retention periods and the Customer’s rights. The Privacy Policy is available here: [link to the Privacy Policy].
In accordance with Regulation (EU) 2016/679 (GDPR), the Customer has rights of access, rectification, erasure, restriction of processing, objection and data portability, as well as the right to provide instructions concerning the handling of their personal data after their death.
These rights may be exercised by emailing clients@floraandco-paris.com.
The Customer also has the right to lodge a complaint with the CNIL (www.cnil.fr).
- Customer Service and Complaints
For any questions, requests or complaints, Flora & Co Customer Service can be contacted by email at:
clients@floraandco-paris.com
Flora & Co undertakes to respond to Customer enquiries as promptly as possible.
- General Provisions
10.1. Severability
If one or more provisions of these General Terms and Conditions of Sale are declared invalid or unenforceable, the remaining provisions will remain fully valid and effective.
10.2. Non-waiver
Any failure by Flora & Co to enforce a provision of these General Terms and Conditions of Sale shall not be interpreted as a waiver of its right to enforce that provision subsequently.
10.3. Force majeure
Flora & Co cannot be held liable for failure or delay in performing its obligations in the event of force majeure, as defined by Article 1218 of the French Civil Code and applicable case law.
Website Operator’s Contact Details
Flora & Co — Flash Diffusion (Establishment: NANUCCI)
SAS, a French simplified joint-stock company with share capital of €20,000.00
90 rue de la Haie Coq
93300 AUBERVILLIERS
France
SIREN: 487 705 352
SIRET (registered office): 487 705 352 00119
EU VAT number: FR78487705352
Trade and Companies Register: 487 705 352 R.C.S. Bobigny
Telephone: 0768875906
Customer Service email: clients@floraandco-paris.com
Website host: Shopify Inc.
Returns and Exchanges
All return or exchange requests must be submitted through the AfterShip Returns portal:
https://floraandco-paris.com/apps/aftership-returns-center
Returns and exchanges are subject to the conditions and deadlines detailed in the Refund Policy.
Exchanges are limited to a change of size or colour, subject to availability.
Applicable return costs are deducted from any refund due.
Any price difference must be paid by the Customer if the new item is more expensive, or refunded if it is less expensive.
If the Customer wishes to make an exchange, they must first confirm in writing that they accept the exchange procedure and agree to pay the corresponding shipping costs.
An exchange involves two shipping operations:
- Returning the original Product;
- Shipping the requested replacement Product.
Both return shipping costs and replacement shipping costs are entirely the Customer’s responsibility.
The applicable charges depend on the country concerned, according to the rates set out in this policy:
- Mainland France: €10.00 per shipping operation;
- Belgium, Germany, Luxembourg, the Netherlands, Italy, Austria and Ireland: €18.00 per shipping operation;
- Portugal and Spain, excluding islands: €20.00 per shipping operation;
- Sweden, Czechia, Hungary, Latvia, Lithuania, Poland, Slovakia, Slovenia, Denmark and Estonia: €23.00 per shipping operation;
- Croatia, Finland, Cyprus, Greece, Malta, Romania and Bulgaria: €35.00 per shipping operation.
The total exchange charge is therefore the combined cost of returning the original Product and shipping the replacement Product.
After receiving the Customer’s written confirmation, Flora & Co will send a payment link for the total exchange charge.
The exchange procedure cannot begin until the exchange charges have been paid in full.
Once payment has been received, Flora & Co will provide the Customer with instructions for returning the original Product.
The Customer must return the Product in accordance with the return conditions and procedure set out in this policy.
The replacement Product will only be dispatched after the original returned Product has been received and inspected, and subject to availability of the requested replacement Product.
No exchange can be arranged without:
- The Customer’s prior confirmation;
- Full payment of the exchange charges;
- Receipt and inspection of the original returned Product.
Where the exchange concerns a defective Product, a Product that does not conform to the order or a Product covered by the statutory warranty of conformity, Flora & Co will cover the return shipping costs and, where applicable, arrange replacement in accordance with the applicable legal provisions.