Terms of service

Terms and Conditions

Roses of Eternity

Last updated: 12-06-2026

These Terms and Conditions apply to all offers, orders, purchases, deliveries and services provided by Roses of Eternity through our website and related sales channels.

By placing an order with Roses of Eternity, the customer agrees to these Terms and Conditions.

Section 1. Contact

Roses of Eternity
Email: info@rosesofeternity.com

For questions about orders, returns, cancellations, damaged products or complaints, please contact us by email and include your order number where possible.

Section 2. Offers

All offers, product descriptions, prices and promotions are subject to these Terms and Conditions.

We do our best to display our products, colors, sizes and descriptions as accurately as possible. Because many of our products are handmade and consist of natural or preserved natural materials, small differences in shape, color, size, placement, number of flowers and overall appearance may occur.

Obvious mistakes, typing errors, pricing errors or other errors in an offer are not binding on Roses of Eternity. We reserve the right to correct such errors.

Section 3. Personal Data and Privacy

Roses of Eternity processes personal data in order to handle orders, payments, delivery, customer service, returns, cancellations, complaints and other services related to the customer’s order.

The personal data we may process includes, where applicable, the customer’s name, email address, phone number, billing address, delivery address, order details, payment information, account information, communication with customer service and any information provided by the customer for personalization, such as card texts, names, dates or personal messages.

Roses of Eternity processes personal data only for legitimate purposes and in accordance with applicable privacy laws, including the General Data Protection Regulation (GDPR/AVG).

Where necessary, personal data may be shared with third parties involved in processing the order, such as payment providers, shipping carriers, fulfilment partners, IT service providers, email service providers or other parties that are necessary to complete the order or provide our services.

Roses of Eternity will not sell personal data to third parties.

Personal data may be used for marketing communication, newsletters or personalized offers only where the customer has given consent or where this is otherwise permitted by law. The customer can unsubscribe from marketing communication at any time.

Customers have the right to request access to, correction of or deletion of their personal data, and may also have the right to object to certain processing or request restriction of processing, where permitted by law.

More information about how Roses of Eternity processes personal data, how long data is stored, which cookies are used and how customers can exercise their privacy rights can be found in our Privacy Policy on our website.

Section 4. Orders and Order Details

Roses of Eternity processes order details as provided by the customer. The customer is responsible for entering correct and complete order information, including name, email address, phone number, delivery address, billing details, card text and any personalization details.

Roses of Eternity cannot be held responsible for errors in delivery details, card texts, names, dates, personal messages or other information entered incorrectly by the customer.

If the customer asks Roses of Eternity to manually adjust an order, we will do our best to process the request. However, an adjustment is only final once Roses of Eternity has confirmed it in writing. Roses of Eternity is not responsible for incorrect information provided by the customer when requesting an adjustment.

Section 5. Prices

All prices shown on the website are in euros, including VAT where applicable, and excluding shipping costs unless stated otherwise.

Shipping costs, if applicable, are shown during checkout before the order is completed.

Roses of Eternity reserves the right to change prices, correct errors and adjust product information at any time. Price changes do not affect orders that have already been confirmed, unless there is an obvious error.

Section 6. Agreement

An agreement is concluded once the customer has placed the order, accepted these Terms and Conditions, completed the payment process, and Roses of Eternity has received confirmation from the relevant payment provider.

Roses of Eternity reserves the right to refuse, cancel or suspend an order if payment has not been received, if fraud is suspected, if order information is incomplete or incorrect, or if fulfilment is not reasonably possible.

Section 7. Payment

The customer is responsible for payment of the order once the order has been placed.

Payment must be completed using one of the payment methods offered during checkout. Roses of Eternity is not required to process or ship an order until payment has been received or confirmed by the relevant payment provider.

Section 8. Shipping and Delivery

Roses of Eternity works with external carriers and delivery partners for the delivery of products. Delivery times and delivery options may depend on these external parties.

We do our best to process and ship orders within the timeframe indicated on the product page or during checkout. Handmade, personalized, made-to-order or specially assembled items may require additional processing time. If a product has a longer processing time, this will be indicated where possible.

Delivery times are estimates and may be affected by busy periods, carrier delays, weather conditions, holidays, incorrect address details, force majeure or other circumstances outside our control.

Section 9. Delivery Address, Incorrect Address and Failed Delivery

The customer is responsible for entering a correct and complete delivery address when placing the order. Please always check your name, address, postcode, house number, any additions, city and contact details before completing your order.

Roses of Eternity is not responsible for delay, failed delivery, return shipment or loss of a parcel when this is caused by an incorrect, incomplete or wrongly entered delivery address provided by the customer.

If a parcel cannot be delivered due to an incorrect or incomplete address and is returned to us, any additional costs for resending the parcel may be charged to the customer.

If the track & trace information shows that a parcel has been delivered to the address provided by the customer, but the customer has not received the parcel, the customer must contact us as soon as possible. We may start an investigation with the carrier. Any solution will be assessed based on the outcome of the carrier investigation and the circumstances of the delivery.

Section 10. Delivery to Organizations

Deliveries to hospitals, hotels, restaurants, offices, nursing homes, care facilities, campsites, event locations and similar organizations are at the customer’s own risk.

These organizations may have their own internal delivery procedures, reception desks, mailrooms or access rules. Roses of Eternity is not responsible for delays, loss, refusal, internal misplacement or late handover after the parcel has been delivered to the location or accepted by the organization.

The customer is responsible for providing complete delivery instructions where necessary.

Section 11. Order Processing on Weekends, Holidays and Special Days

Orders are generally not processed on Saturdays, Sundays and public holidays, unless otherwise stated.

Orders placed on Saturdays, Sundays or public holidays will usually be processed on the next business day. Products with longer processing times may require additional time.

During busy or special periods, such as Valentine’s Day, Mother’s Day, Christmas and other peak periods, orders may also be processed during weekends. Delivery and processing times during these periods may differ from normal delivery times.

Section 12. Cancellations

As long as an order has not yet been processed, personalized, made to order, assembled, packed or shipped, the customer may request a cancellation through their customer account or by contacting us at info@rosesofeternity.com.

A cancellation request is only final once Roses of Eternity has confirmed it in writing.

Because many of our products are handmade, made to order, customized or personalized, cancellation may no longer be possible once we have started processing, personalizing, assembling, packing or shipping the order.

For personalized products, handwritten cards, made-to-order arrangements, custom arrangements or products specially composed at the customer’s request, cancellation may no longer be possible once we have started fulfilling the order.

Section 13. Right of Withdrawal

For standard products that are not personalized or made to order, consumers have a statutory cooling-off period of 14 days after receiving the order. During this period, the customer may withdraw from the purchase without giving any reason.

After notifying us of the withdrawal, the customer has another 14 days to return the product.

A withdrawal or return request can be submitted through the customer account on our website, where available, or by contacting us at info@rosesofeternity.com.

The customer may also use the statutory model withdrawal form, but this is not mandatory.

Section 14. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to products that are made specifically according to the customer’s personal wishes or personalized for the customer.

This includes, but is not limited to:

• handwritten cards with a personal message;

• products with a name, date, personal message or other personalization;

• arrangements specially composed outside our standard collection or standard options at the customer’s request;

• products clearly made to order or personalized for the customer;

• other products for which it is clearly stated before purchase that they are personalized or made to order.

When a product falls under this exception, it cannot be returned under the statutory right of withdrawal.

Section 15. Longlife Roses, Preserved Roses and Hydrangea Arrangements

Our longlife roses, preserved roses and hydrangea arrangements are delicate, preserved natural products. They are arranged by hand. As a result, small differences may occur in shape, size, color, placement and number of flowers. With roses, for example, the number of roses may vary because each rose can differ in size.

These products must not be exposed to water, moisture, direct sunlight, perfume, smoke, dust, high or low temperatures, or strong temperature changes. This may affect the quality, shape, color, scent and lifespan of the product.

Standard arrangements that are not personalized or made to order may be submitted for return within the statutory withdrawal period. The product must be handled with care and may only be inspected in the same way the customer would inspect it in a physical store.

If the product has decreased in value due to use, damage, improper handling, improper storage, exposure to temperature changes, moisture or other harmful conditions, Roses of Eternity may deduct this decrease in value from the amount to be refunded.

If the product is returned in a condition that makes it no longer resellable, the decrease in value may amount to the full purchase price.

Section 16. Return Conditions

If reasonably possible, the product must be returned:

• in its original packaging;

• complete;

• clean, dry and free from odors;

• undamaged;

• properly and securely protected for shipping;

• with the order number or order confirmation included.

The customer is responsible for carefully handling and storing the product while it is in their possession.

Returning the product is at the customer’s risk. This means that the customer is responsible for properly and protectively packaging the product and for ensuring that the return shipment arrives safely with us. We therefore recommend returning the product in its original packaging, well protected and with track & trace and proof of postage.

If a return shipment arrives damaged, incomplete, damp, misshapen, soiled, discolored, affected by odors or otherwise not in its original condition, Roses of Eternity will assess whether there has been a decrease in value. This decrease in value may be deducted from the refund.

As long as Roses of Eternity has not received the return parcel and the customer cannot prove that the parcel was returned correctly, Roses of Eternity may postpone the refund.

Section 17. Return Costs and Refunds

The costs of returning the product are the responsibility of the customer, unless otherwise agreed or unless the return is due to an error by Roses of Eternity.

In the case of a valid full withdrawal, Roses of Eternity will refund the purchase price, including the standard shipping costs of the original delivery. Additional costs for a more expensive delivery method, such as express shipping or special delivery, will not be refunded beyond the amount of the standard delivery.

In the case of a partial return, the original shipping costs will not be refunded.

Roses of Eternity will refund the amount due within 14 days after receiving the withdrawal notification. We may postpone the refund until we have received the product back or until the customer has provided proof that the product has been returned.

Refunds will be made using the same payment method used for the original order, unless otherwise agreed.

Section 18. Damaged, Defective or Incorrect Products

If an order arrives damaged, defective or incorrect, the customer must contact Roses of Eternity as soon as possible, preferably within 48 hours of receipt, at info@rosesofeternity.com.

The customer must include clear photos of:

• the product;

• the packaging;

• the shipping label;

• the damage, defect or error.

Roses of Eternity will assess the report and look for a suitable solution.

Damage that occurs after receipt due to improper handling, improper storage, moisture, water, direct sunlight, perfume, smoke, dust, high or low temperatures, or temperature changes is not considered a delivery defect.

Section 19. Fresh Products

If Roses of Eternity sells fresh flowers, fresh plants or other products that are subject to rapid deterioration or have a limited shelf life, these products may be excluded from the statutory right of withdrawal where permitted by law.

This exception applies only to products that are clearly fresh, perishable or subject to rapid deterioration.

Preserved roses, longlife roses and preserved hydrangea arrangements are not automatically treated as fresh products solely because they contain natural materials. For these products, the conditions in Sections 15, 16 and 17 apply, unless the product is personalized or made to order.

Section 20. Product Variations

Because our products are handmade and may contain natural or preserved natural materials, the delivered product may differ slightly from the photos shown on the website.

Differences may occur in color, shade, flower size, shape, number of flowers, placement, composition and overall appearance. Such small differences do not automatically mean that the product is defective or incorrectly delivered.

Section 21. Complaints

Complaints about an order, product, delivery or service can be sent to info@rosesofeternity.com.

Please include your order number, a clear description of the complaint and, where relevant, photos of the product, packaging and shipping label.

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

Section 22. Website Content

Roses of Eternity does its best to keep the information on the website accurate and up to date. However, we cannot guarantee that all information is always complete, correct or free from typing errors.

Roses of Eternity is not liable for obvious errors, typing mistakes, inaccuracies or temporary unavailability of the website, except where liability cannot be excluded by law.

The use of the website and products is at the customer’s own responsibility, subject to the customer’s statutory rights.

Section 23. Force Majeure

Roses of Eternity is not liable for failure or delay in performance if this is caused by force majeure or circumstances beyond our reasonable control.

Force majeure includes, but is not limited to:

• government measures;

• strikes or labor disputes;

• transport disruptions;

• supplier delays;

• carrier delays;

• extreme weather conditions;

• fire, flood or other emergencies;

• disruptions in production, stock or raw materials;

• technical failures;

• illness or unexpected operational limitations;

• riots, disturbances or other situations that prevent timely performance.

In the event of force majeure, Roses of Eternity may suspend performance or, where necessary, cancel the agreement. If the agreement is cancelled due to force majeure and the customer has already paid, the amount paid will be refunded for the part of the order that cannot be fulfilled.

Section 24. Liability

Roses of Eternity is not liable for indirect damages, consequential damages, loss of profit, loss of business, emotional damages or damages caused by incorrect use, improper handling or improper storage of products.

Nothing in these Terms and Conditions excludes or limits liability where this is not permitted by law, including the customer’s statutory consumer rights.

Section 25. Governing Law and Disputes

These Terms and Conditions are governed by Dutch law.

If a dispute arises, the customer should first contact Roses of Eternity so that we can try to resolve the matter together.

Disputes may be submitted to the competent court in the Netherlands. If the customer is a consumer, this does not affect any mandatory consumer protection rights or the right to bring a claim before the legally competent court.

Section 26. Changes to These Terms and Conditions

Roses of Eternity reserves the right to update or amend these Terms and Conditions.

The version that applies to an order is the version that was available at the time the order was placed, unless a change is required by law.