Flower delivery with Aquarelle.com

FAQ (Frequently asked questions)


What information do I need to order?

First of all, check when the person who will be receiving your order will be available to take delivery before choosing a date and time slot. We will then ask you to provide as much information as possible to assist our courier partner in making the delivery.

On the order form, you will be asked to enter:

  • The name, address and telephone number of the recipient.
  • Any door codes, floor or staircase numbers and any other observations which might be helpful to the courier.

What is the latest time I can order for next day delivery?

  • For next day delivery outside Paris and its immediate suburbs, place the order before 5 pm the day before.
  • For a delivery outside Paris and its immediate suburbs on Monday morning, place your order before 3 pm on the preceding Saturday.
  • For a delivery in Paris and its immediate suburbs on Sunday or Monday morning, your order must be placed 3 pm on Saturday at the latest.
  • For a delivery in Paris and its immediate suburbs during the morning, your order must be placed before 5 pm the day before
  • For a delivery in Paris and its immediate suburbs during the afternoon between 2 pm and 5.30 pm, your order must be placed by 11 am on the same day at the latest.
  • For a delivery in Paris and its immediate suburbs during the evening between 7 pm and 9.45 pm, your order must be placed the same day before 4 pm.

Which payment methods are accepted on your site?

Can I pay by cheque?

Yes, if you respect the following conditions:

  • send us your order by post accompanied by your payment by bank cheque in euros, made out to Aquarelle.com, to the following address:
Aquarelle.com / Service Clients
15 rue Lucien Frémont
  • Please also send us:
  • the recipient's full postal address, and telephone number
  • the name of product you wish to send and the price
  • the message you wish to enclose (optional)

Remember to add 9.80 € to the price of your product for delivery.
Dès réception, votre commande sera saisie et bénéficiera de toute notre expérience. As soon as we receive your order, we will give it our full care and attention.

What should I do if my payment is not accepted?

If your payment failed, you may ask to be contacted by our Customer Service to complete your order.
Please note: Your bank details are not stored on our server. You will have to re-enter your order if it was not validated.
If your payment was refused, please contact your bank or financial establishment


Do you deliver everywhere in France?

We deliver everywhere in Mainland France (except Corsica) and Monaco.

Delivery costs:

  • 9.80 €: bouquets, flowers, plants, chocolates and confectionery,
  • 6.80 €: gift boxes, Mini Prices range of products, scented candles (Free delivery for purchases of candles over 50 €).

Do you deliver to other countries?


You can send an Aquarelle bouquet to the following countries:

Germany: www.aquarelle.de 
Belgium and Luxemburg: www.aquarelle.be 
Spain: www.aquarelle.es 
Pays-Bas : www.aquarelle.nl 
United Kingdom: www.aquarelle.co.uk
United States (North-East): www.odealarose.com

Each site is independent and any advantages you accumulate on a specific country site are valid on that site only.

Do you deliver to public places (churches, cemeteries, function rooms...)?

Delivery to public places can involve risks, particulary as we cannot guarantee a fixed delivery time within your chosen time slot. 

If you wish to deliver a wedding bouquet or a funeral arrangement to a church, cemetery or public venue, use our partner 123fleurs. 

See the 123fleurs collection of bouquets and compositions.

Do you deliver on Sundays and public holidays?

We deliver on Sundays and public holidays in Paris and its immediate suburbs.

To order for delivery on a Sunday or public holiday, elsewhere in France, see the partner 123fleurs.'s site

Can you deliver at a specific time?

We cannot guarantee delivery at a specific time, but we offer several time slots each day.

For a delivery to Paris, we offer time slots of 2 hours.

What happens if the recipient is absent?

In the absence of the recipient:

The courier is authorised to deposit the parcel without obtaining a signature but only in a safe place. If this is not possible, the courier must indicate the attempted delivery by a telephone call or a delivery note left in the recipient’s letter box, in order to arrange a second delivery.

Some of our transport partners offer to leave the parcel available for collection from one of their local offices or other pick-up point agreed with the recipient.

See our delivery methods.

Order tracking

I made a mistake in the address, the name or the delivery date

Aquarelle composes and dispatches your orders almost instantaneously.

Please contact our Customer Service department as quickly as possible, so that your changes can be taken into account before delivery. 

Please have your order reference to hand to help our staff process your request as quickly as possible.

How can I track my order?

You will receive an e-mail with the photo of your bouquet when your parcel leaves our premises and is handed over to our courier. A link will be provided for those companies that have their own tracking site.

The product does not correspond to my order (size, composition, accessories)

In the event that your order has not been fulfilled correctly, Aquarelle is committed to finding a solution. The photo taken just before your order was dispatched is designed for this purpose. Please check with your recipients that they have received the products that you ordered before registering your complaint by telephone or email. We will always take your complaint seriously and will do everything we can to provide a solution.

I have just received an Aquarelle parcel or a delivery note

I don't know who sent me this parcel. I can't find a message.

Every order is accompanied by a message. It may have fallen to the bottom of the box. If you can't find it, contact our Customer Service. 
If there is no name for the sender on your message, they have asked to remain anonymous and Aquarelle has agreed not to reveal their identity.

J'ai découvert un avis de passage dans ma boîte aux lettres

Notre livreur s'est présenté à votre domicile et n'a pu vous remettre le colis qui vous était destiné. Nous vous invitons à téléphoner au numéro figurant sur cet avis de passage.

Que faire si le colis est abîmé ?

Si le colis est abîmé, vérifiez l'état des fleurs. Si le bouquet est endommagé, nous vous invitons à contacter notre Service Clients. N'hésitez pas à nous transmettre une photo du bouquet.
Pour répondre au mieux à vos questions, merci de vous munir du numéro de votre commande. 
Ce numéro est présent à plusieurs endroits, et notamment dans :

  • l'email de confirmation de votre commande
  • votre facture
  • l'email de confirmation d'expédition de votre colis.

Do you do customised bouquets? Do you do bridal bouquets? 

Each week, our catalogue is updated according to the season and the calendar. This is why it always features more than fifteen different products. Our descriptive texts are also specifically composed to inform you about the nature and origin of our products. 

We have chosen to orient our catalogue towards seasonal compositions that can easily be tailored to all occasions. To help you find the right product, our compositions are grouped by special occasion or by theme in our site menu.

For more detailed advice or for customised bridal or other compositions, please contact our shop: 

36, avenue Hoche 
75008 Paris 
Tel : 01 45 63 21 07 (in French only)
E-mail: hoche@aquarelle.com

If you have a special request for delivery of a large quantity of a particular product, our Sales Department is here to help. Please contact: Catherine Quennesson 

The Aquarelle Plus

What are the services included in my order?

At no extra cost, you can choose the following options when you order.

  • Receive a photo of the actual bouquet dispatched
  • Add a written message
  • Add a printed photo. Upload your photo and Aquarelle will print and enclose it.
  • Add a video. Aquarelle uses the platform Livstick so you can add a video message to your order.

How do I add a printed photo to my order?

Tick the box "Add a printed photo to your message" on the order form and enter your e-mail address. Once you have paid for your order, you will receive a confirmation mail containing a link enabling you to upload your photo. 
NB: The photo must be uploaded no more than 15 minutes after placing your order, as a GIF or JPEG file and must not exceed 1 Mb.

How can I see the photo of my order taken just before it was dispatched?

The photo proof is a free service activated only you if you ticked the option: "I would like to receive an e-mail with a photo of my bouquet taken just before it was dispatched." 
If you have not received the mail containing the link to the photo of your bouquet, go to our site and click on the "Follow your order" at the bottom of the home page. Tou will be able to view your photo by entering e-mail address and your order reference.
NB! Photos are stored for only 15 days following the dispatch of your order.

Special offers

Promotional offers are special 'non-catalogue' offers selected exclusively for club members by Aquarelle.com.

How can I take advantage of these offers ?

Subscribe to our "Newsletter" (IN FRENCH ONLY) by going to the following section of our site: click here

I can't read your e-mails

In each of our offers, you will find a link (generally at the beginning of the email: "Pour visionner correctement ce message : accédez à la version en ligne". By clicking on this link, you will open a browser window containing the offer. If the problem persists, check that your computer authorises this type of link or contact our Customer Service.

Your promotional offer doesn't work

Please note that our offers have a time limit and are available in limited quantities. When an offer can no longer be fulfilled, you will be redirected to our catalogue.

I have a gift token. How do I use it?

On the payments page, in the 'gift tokens and advantage code' section, enter your code.
NB: the reduction code cannot be combined with any other offers, is non-refundable and can be used for as many orders as you wish during its validity period. It is only valid for the site on which it was issued.

My gift token doesn’t work

  1. Check the site on which it was issued. For example, a gift token issued by Aquarelle.com is not valid on Aquarelle.be.
  2. Check that it has not expired.
  3. Check that you have entered the 16 figure code of your gift token correctly, with no spaces between the characters.

If all these points have been checked, keep the 16 figure code gift voucher to hand and contact our Customer Service department.

I have a reduction code. How do I use it?

On the payments page, in the 'gift tokens and advantage code' section, enter your code.
NB: the discount code cannot be combined with any other offers, is non-refundable and can be used for as many orders as you wish during its validity period. It is only valid for the site on which it was issued.

I forgot to enter my discount code

All reductions must be validated before payment is completed and cannot be attributed retrospectively.

How do I unsubscribe from the Aquarelle Newsletter?

At the bottom of each of our promotional emails, there is a link allowing you to reduce the frequency of the emails you receive or to unsubscribe permanently. To change your preferences,
click here

Loyalty Programme

What are the advantages of the Aquarelle Club?

  • FREE subscription
  • Special offers throughout the year
  • Automatic discount on every 4th order

Every purchase entitles you to a future discount credited directly to your Aquarelle Club account. The total sum of these discounts is then subtracted from your order invoice on every fourth order.

How are the Aquarelle Club discounts calculated?

  • Every order of flowers (excluding Funeral flowers), chocolates and candles entitles you to a future discount of 10% of the amount spent (excluding delivery costs).
  • Every order for Funeral flowers entitles you to a future discount of 3 € per order.


Can't find your Aquarelle Club account?

Go to the Aquarelle Club Account page and enter your e-mail address. Your password will be sent to you immediately by e-mail.

We haven't answered your question?

Contact us