Terms of service

Terms and Conditions

Welcome to STILLA. Access to and use of this website is subject to the Terms and Conditions set out below.

This website is operated by S.A.S Rose Empire, trading as STILLA (“STILLA”, “we”, “us”, or “our”). By accessing or using this website, placing an order, contacting us electronically, or purchasing any products or services from us, you agree to be bound by these Terms and Conditions, together with any policies referenced in them, including our Privacy Policy, Refund Policy, Shipping Policy, and any care instructions provided with our products.

If you do not agree to these Terms and Conditions, you should not use this website or place an order with us.

1. About STILLA

STILLA creates and sells real bio-preserved flowers, plants, floral arrangements, and related decorative products.

Our products are made using natural materials. As a result, colours, shades, shapes, sizes, textures, and finishes may vary from batch to batch and from the photographs displayed on our website. These natural variations are part of the nature of preserved flowers and plants and are not considered defects.

2. Protecting Your Security and Personal Data

Personal details that you provide to us through this website, by email, or when placing an order may be collected, held, and processed by us in accordance with our Privacy Policy and applicable data protection laws.

We take reasonable steps to protect your personal information, but we cannot guarantee that transmission of information over the internet will always be completely secure.

Personal details which you give us via this Website may be held and processed by us in accordance with the provisions of the Data Protection Act 1998.

3. Location and Jurisdiction

This website is operated and controlled by STILLA from France and exists under the laws of France.

To the fullest extent permitted by law, all interactions between STILLA and any person accessing this website, placing an order, or communicating electronically with STILLA shall be considered to occur in France, where this website is operated and where electronic communications are received.

These Terms and Conditions, the contents of this website, and any separate agreements under which we provide products or services shall be governed by and construed in accordance with the laws of France.

Nothing in these Terms and Conditions is intended to exclude, restrict, or limit any mandatory consumer rights or protections that apply to you under the laws of your country or region.

4. Copyright, Trade Marks, and Intellectual Property

This website contains material that is owned by or licensed to STILLA and/or S.A.S Rose Empire and is protected by copyright, trade mark, design, and other intellectual property laws.

You may not modify, copy, reproduce, republish, upload, post, transmit, distribute, sell, exploit, or use in any way any material from this website without our prior written consent.

All rights in trade marks, service marks, copyrights, names, terms, STILLA symbols, logos, product names, designs, photographs, written content, and other materials owned, used, produced, or licensed by STILLA, whether registered or unregistered, are reserved.

Trade marks, service marks, names, terms, designs, symbols, or content owned, used, produced, or licensed by STILLA may not be used, copied, reproduced, or adapted without the express written consent of STILLA.

5. Use of This Website

You agree not to use this website:

  • for any unlawful or unauthorised purpose;

  • to violate any applicable law or regulation;

  • to infringe our intellectual property rights or the rights of others;

  • to submit false, misleading, or fraudulent information;

  • to upload viruses, malware, or harmful code;

  • to interfere with the security, operation, or performance of this website;

  • to collect or track the personal information of others;

  • to harass, abuse, defame, threaten, discriminate against, or harm any person;

  • for any purpose that we reasonably consider inappropriate, harmful, or abusive.

We reserve the right to suspend or terminate access to this website where we believe these Terms and Conditions have been breached.

6. Product Information

We make every effort to describe and display our products as accurately as possible. However, because our products are natural and handmade, and because screen displays vary, we cannot guarantee that colours, dimensions, textures, or finishes shown on your device will be perfectly accurate.

Photographs are for guidance only. The product you receive may differ slightly from images shown on our website due to natural variation, flower availability, seasonal differences, preservation results, or the handmade nature of the arrangement.

We reserve the right to change product descriptions, availability, and pricing at any time without notice.

7. Care of Preserved Flowers and Plants

Unless expressly stated otherwise, STILLA products are delicate decorative items intended for indoor use only.

Our preserved flowers and plants:

  • must not be watered;

  • must be kept away from humidity, rain, steam, and direct contact with water;

  • must be kept away from direct sunlight, excessive heat, and strong air conditioning or heating vents;

  • must be handled carefully and kept away from crushing, pulling, dropping, or rough handling;

  • are not edible;

  • should be kept away from children and pets where there is a risk of ingestion, staining, breakage, or damage.

Failure to follow our care instructions may cause fading, staining, breakage, mould, deformation, shedding, or other deterioration.

We are not responsible for damage caused by incorrect handling, storage, display, installation, maintenance, exposure to unsuitable conditions, or failure to follow our care instructions.

8. Orders

Orders can be made online, in writing, or by email. Please contact us for further details where required.

When you place an order, you are making an offer to purchase the products or services in your order. Your order is not accepted until we confirm acceptance by email or begin processing the order.

The products are not sold on an exchange basis unless expressly agreed by us in writing or required by applicable law.

We reserve the right to refuse, cancel, or limit any order, including where:

  • a product is unavailable;

  • there is an error in price, description, or availability;

  • payment is not authorised;

  • delivery to your location is unavailable or impractical;

  • we suspect fraud, misuse, resale, or unauthorised commercial activity;

  • the order appears to breach these Terms and Conditions.

If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled item unless we are legally entitled to withhold payment.

9. Bespoke, Custom, and Made-to-Order Products

Some STILLA products may be bespoke, personalised, customised, commissioned, or made to order.

For bespoke or custom work, details such as dimensions, colour palette, design direction, vessel choice, flower selection, installation requirements, timing, and delivery terms should be confirmed in writing before production begins.

For custom-made orders, there is no return after approval of the quote and receipt of the order, except where required by applicable consumer law or where the product is faulty, damaged, or not as described.

Once a bespoke, personalised, customised, or made-to-order product has entered production, it may not be possible to cancel, return, or exchange it.

We may request a deposit or full payment before beginning bespoke work. Deposits may be non-refundable once design, sourcing, production, or preparation has started, unless otherwise agreed in writing or required by law.

10. Availability

Goods are available on a first come, first served basis.

If, for any reason beyond our control, we are unable to supply a particular product, we will notify you as soon as possible.

We are not liable if we are unable to supply a particular product, except where liability cannot be excluded by law. Where we cannot supply an ordered product, we may offer an alternative, adjust the order, or issue a refund for the unavailable item.

Due to the fact that our flowers and plants are natural products, colours and shades may differ from batch to batch and from the pictures displayed on our website. We are not liable for reasonable natural variations in colour, tone, shape, size, or texture.

11. Pricing and Payment Terms

Prices are displayed on our website in the currency shown at checkout. Prices may include or exclude taxes, duties, and shipping depending on your location and the information shown at checkout.

You can pay for products purchased from STILLA by debit card, credit card, bank transfer, or any other payment method made available by us. Bank transfer or other payment arrangements may require a written agreement. Please contact us for further details.

You must give us authority for payment at the time of order. All cardholders may be subject to validation checks and authorisation by the card issuer.

If your card issuer refuses to authorise payment to us, we cannot accept your order and will not be liable for any delay or non-delivery.

We reserve the right to change prices at any time. Price changes will not affect orders that have already been accepted, unless there has been an obvious pricing error.

You agree to provide current, complete, and accurate billing, delivery, and contact information. We are not responsible for delays, failed deliveries, or losses caused by incorrect or incomplete information provided by you.

12. Production Times

Production time for orders is usually between 5 and 7 working days, unless otherwise stated or agreed in writing.

Production time does not include delivery time. Delivery time is calculated based on the delivery address, courier service, product type, and any other relevant circumstances.

Production and delivery times are estimates only and are not guaranteed unless we expressly agree otherwise in writing.

13. Delivery

We will arrange delivery to the address provided by you at the time of order.

We are not liable for delay to deliveries of orders awaiting notification from customers due to issues with their order, missing information, late delivery, non-delivery, or variation in quantities delivered, except where liability cannot be excluded by law.

Where insufficient stock is available to complete an order, we may adjust the quantities delivered, offer an alternative, or refund the unavailable item.

We will not be liable for any direct, indirect, or consequential loss, including without limitation economic loss, loss of profits, loss of business, depletion of goodwill, costs, damages, charges, or expenses caused directly or indirectly by delay in delivery of the goods, except where liability cannot be excluded by law.

Delivery may be affected by product availability, production time, courier delays, customs processing, weather, strikes, force majeure events, or other circumstances outside our control.

14. Courier Instructions and Safe Place Deliveries

Where specific courier instructions are given, such as leaving goods in a porch, at the rear of a property, with port authorities, on deck, with an acquaintance, with a neighbour, or in another nominated location, you are responsible for ensuring that those instructions are correct, safe, and accurate.

To the fullest extent permitted by law, we will not be responsible or liable for goods not being received where our courier or another courier has proof of delivery, or confirms that the goods were left as instructed.

Where you select or request a “signature optional”, “leave safe”, or similar delivery service, this may limit your ability to claim for damage, missing items, or non-delivery where the courier provides proof that the delivery was completed in accordance with your instructions.

Nothing in this section limits any rights that cannot legally be excluded or restricted.

15. Failed Delivery, Re-Delivery, and Collection

If the courier attempts delivery at the delivery address specified in the order but is unable to deliver the item, the courier may retain the item or leave it at a local depot, pickup point, or other location in accordance with the courier’s procedures.

Where possible, a calling card or delivery notification may be left with instructions for arranging re-delivery or collection. The courier may be able to arrange a specific re-delivery date but may not be able to arrange a specific re-delivery time.

Please make sure you are available to take delivery of your order at the delivery address, as goods may be sent using a signed-for service.

If you are not available to receive delivery, a courier card or notification may direct you to the nearest depot or collection point where you may collect your goods.

After a period set by the courier, non-collection of goods may result in the items being returned to STILLA. In this case, you may be responsible for any additional delivery, return, storage, or re-delivery charges, unless otherwise required by law.

16. Delivery Address Changes

Amendments to delivery address details may not be possible once your order has been processed by us and received by the courier.

Any amendments to the delivery address may need to be attempted by you directly with the courier. Such amendments are not guaranteed and may incur an additional charge due to redirection of goods.

We are not responsible for delay, loss, non-delivery, or additional charges caused by incorrect, incomplete, or changed delivery details provided by you.

17. Risk and Ownership

Risk of loss or damage in the goods passes to you on delivery, except where applicable law provides otherwise.

Ownership of the goods remains with us until payment has been received in full by us.

18. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If your item arrives damaged, defective, or incorrect, please contact us as soon as possible, within 24 hours of delivery, at contact@stillaflowers.com.

To help us assess the issue, please include:

  • your order number;

  • a clear description of the issue;

  • photographs of the product;

  • photographs of the internal and external packaging;

  • photographs of the shipping label;

  • any other information reasonably requested by us or the courier.

Please keep the product and all packaging until the matter is resolved, as the courier may require inspection.

If we confirm that an item arrived damaged, defective, or incorrect, we may offer, depending on the circumstances and your legal rights:

  • a replacement;

  • a repair;

  • a refund;

  • store credit;

  • another appropriate remedy.

Damage claims may be refused where the damage appears to have been caused by misuse, incorrect handling, incorrect storage, incorrect installation, failure to follow care instructions, exposure to water or humidity, heat, direct sunlight, or damage occurring after delivery.

Nothing in this section affects your statutory rights under applicable consumer protection laws.

19. Return Policy

We have a 3-day return policy for eligible returns, which means you have 3 days after receiving your item to request a return, unless a longer statutory period applies.

To be eligible for a return, your item must be in the same condition that you received it, unused, with any tags, labels, accessories, and original packaging. You will also need the receipt or proof of purchase.

To request a return, please contact us at contact@stillaflowers.com.

Items returned without first requesting a return may not be accepted.

Unless required by law, we may refuse returns or exchanges for:

  • bespoke, personalised, customised, or made-to-order products;

  • products that have been used, handled, installed, damaged, or altered after delivery;

  • products not returned in their original condition and packaging;

  • products damaged due to failure to follow care instructions;

  • products returned after the applicable return period;

  • products returned without prior authorisation.

Approved refunds will be made to the original payment method where possible. Please remember that it can take time for your bank or payment provider to process and post the refund.

20. European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union and you are purchasing as a consumer, you may have the right to cancel or return your order within 14 days, for any reason and without justification, subject to applicable legal exceptions.

To exercise this right, you must contact us within the applicable cancellation period.

As above, your item must be in the same condition that you received it, unused, with any tags, labels, accessories, and original packaging. You will also need the receipt or proof of purchase.

You may be responsible for the cost of returning the item unless the item is faulty, damaged, incorrect, or unless applicable law states otherwise.

This 14-day cooling-off period may not apply to certain products, including bespoke, personalised, customised, or made-to-order goods, where an exception applies under applicable law.

Nothing in this section affects your statutory rights.

21. Refunds, Exchanges, and Store Credit

Where a refund, exchange, replacement, repair, or store credit is approved, we will confirm the available remedy with you.

The remedy offered may depend on the product, the issue, the time elapsed since delivery, the condition of the product, availability of replacement materials, and applicable law.

We do not guarantee exchanges, particularly where products are natural, handmade, limited, seasonal, bespoke, or unavailable.

22. Social Media Policy

STILLA engages in the use of social media for customers who enjoy using these channels.

Please note that STILLA’s social media pages and channels may be monitored.

Any comments, posts, messages, or interactions should comply with the recommended guidelines of the relevant social media channel and with applicable law.

Any comments or posts that are inappropriate, abusive, defamatory, threatening, discriminatory, misleading, unlawful, or directed abusively at other customers, other social media users, STILLA, or STILLA’s staff may be recorded, removed, reported, and may result in legal proceedings where appropriate.

23. User Comments, Reviews, and Submissions

If you submit reviews, comments, photographs, feedback, ideas, suggestions, or other content to us, you confirm that you have the right to do so and that your submission does not infringe the rights of any third party.

You agree that we may use, reproduce, publish, edit, translate, display, and share your submissions for business, marketing, and promotional purposes, unless prohibited by law or agreed otherwise in writing.

You must not submit content that is unlawful, abusive, defamatory, obscene, misleading, discriminatory, threatening, invasive of privacy, infringing, or harmful to our website, our customers, our staff, or other users.

We may monitor, edit, refuse, or remove user content at our discretion.

24. Third-Party Links, Platforms, and Services

Our website may include links to third-party websites, platforms, tools, apps, payment providers, shipping providers, or services that we do not own or control.

We are not responsible for the content, accuracy, policies, practices, availability, or performance of third-party websites or services. Your use of third-party services is at your own risk and may be subject to separate terms and policies.

Complaints, claims, concerns, or questions about third-party products or services should be directed to the relevant third party.

25. Disclaimer of Warranties

We do not guarantee that our website or services will be uninterrupted, secure, timely, or error-free.

Except as expressly stated by us, and subject to your statutory rights, our website, services, and products are provided on an “as is” and “as available” basis.

Nothing in these Terms and Conditions excludes any warranty, guarantee, or right that cannot be excluded under applicable law.

26. Limitation of Liability

To the fullest extent permitted by law, STILLA and its directors, officers, employees, affiliates, contractors, suppliers, service providers, and licensors will not be liable for any indirect, incidental, special, consequential, punitive, or similar damages, including loss of profits, loss of revenue, loss of data, loss of goodwill, loss of opportunity, loss of business, or economic loss.

To the fullest extent permitted by law, our total liability for any claim relating to an order will not exceed the amount paid by you for the product or service giving rise to the claim.

Nothing in these Terms and Conditions excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or mandatory consumer rights.

27. Force Majeure

We are not responsible for delay or failure to perform our obligations where caused by events outside our reasonable control, including natural disasters, extreme weather, strikes, transport disruption, customs delays, supply chain issues, fire, flood, war, terrorism, civil unrest, epidemic, pandemic, governmental action, power failure, internet failure, courier disruption, or other events beyond our control.

28. Complaints

Not happy? Please send the full details of your complaint, together with any relevant documentation, photographs, order numbers, and correspondence, to:

contact@stillaflowers.com

We will review your complaint and respond as soon as reasonably possible.

29. Changes to These Terms and Conditions

We may update, change, or replace any part of these Terms and Conditions by posting the updated version on this website.

The version published on our website at the time you place an order will apply to that order, unless a change is required by law.

Your continued use of this website after changes are posted means you accept the updated Terms and Conditions.

30. Severability

If any part of these Terms and Conditions is found to be unlawful, void, or unenforceable, that part will be enforced to the maximum extent permitted by law or removed from these Terms and Conditions. The remaining provisions will continue in full force and effect.

31. Entire Agreement

These Terms and Conditions, together with any policies or terms referenced in them, form the entire agreement between you and STILLA regarding your use of this website and purchase of our products and services.

Any failure by us to enforce a right or provision of these Terms and Conditions does not waive that right or provision.

32. Contact Information

Questions about these Terms and Conditions should be sent to us at:

STILLA / S.A.S Rose Empire
10 Avenue de la Libération
06600 Antibes
France

Email: contact@stillaflowers.com
Tel: +33 (0)6 29 64 67 33