Frequently Asked Questions
📦 Order
What payment methods do you accept?
We accept payments by credit card (Visa, Mastercard, AMEX), American Express, Apple Pay and other secure methods depending on your country.
How do I track my order?
Once your order has been shipped, you will receive an email with a tracking code to follow the progress of your package in real time. You can go to the "Order Tracking" tab.
Can I change or cancel my order?
We process orders quickly to ensure prompt shipping. If you wish to modify or cancel your order, please contact us as soon as possible via Customer Service to see if a modification is still possible.
🚚 Expedition
What are the delivery times?
Delivery times vary depending on your location:
- France : 5 to 7 working days
- Europe : 7 to 10 working days
- International : 10 to 15 working days
Delivery times may vary depending on periods of high demand or exceptional conditions (strikes, customs, etc.).
What are the delivery costs?
Shipping costs are calculated based on your address and the shipping method chosen. In France and the French overseas territories, delivery costs €4.50.
Delivery is free for purchases over €35.
Do you ship internationally?
Yes! We ship to several countries around the world. You can check delivery availability during checkout.
What should I do if my package is late?
If your order is taking longer than expected, check your delivery tracking. If no updates are available or the delay is significant, contact our customer service team. We will investigate with the carrier and keep you informed.
Can I change the delivery address after ordering?
If your order has not yet been shipped, please contact us as soon as possible to change the address. Once the package has been shipped, we will unfortunately no longer be able to change the address.
How do I know if my order has been shipped?
Once your order has shipped, you will receive a shipping confirmation email with a tracking link to see where your package is in real time.
Do you ship on weekends and holidays?
Our shipments are made from Monday to Friday . Orders placed on weekends or public holidays will be processed the following business day.
🔄 Return and refund
Can I return an item if I am not satisfied?
Yes, you have 30 days after receipt to return an item if it does not suit you. The product must be unused and in its original packaging .
How to make a return?
- Contact our Customer Service with your order number and the reason for the return.
- We will provide you with instructions for returning your item.
- Once the package is received and checked, we will proceed with the exchange or refund according to your choice.
Can I return a personalized product?
Personalized items are not refundable or exchangeable , except in the event of a defect or error on our part.
What if my refund takes a long time to appear in my account?
Once processed, it may take 5 to 10 business days for your refund to appear in your account, depending on your bank. If this happens, please contact us and we'll check it out together.
Other questions
How long does an eternal rose last?
Our eternal roses are designed to last indefinitely , preserving their vibrant beauty for years to come.
Do eternal roses require any special care?
No, our eternal roses require no special maintenance. They always remain fresh and beautiful without the need for watering, pruning, or special care.
Do you offer any discounts or special promotions?
Yes, we regularly offer discounts and special promotions for our customers. Be sure to check our homepage, subscribe to our newsletter, and follow us on social media to stay up to date with our latest offers.
Do you offer personalization options for gifts?
Yes, product customization is available on the relevant products.
How can I contact you if I have further questions?
You can contact us:
- By email : Contact.purcoeur@gmail.com – We respond within 24 to 48 working hours .
- On social media : Send us a message on [Instagram/Facebook].
- By phone : 06.65.76.43.43.
- Via our Contact form
Our team is available to answer all your questions!
Can't find your answers?
Don't worry, our team is here to help! Head to our Contact section to send us your request. We'll get back to you as soon as possible. 💌
📩 Go to the Contact section here → Contact
We are committed to providing you with a response within 24 to 48 working hours .