Terms of service

Effective Date: 12.10.2026

These Terms and Conditions ("Terms") govern the use of this website and every purchase from PIVOINERIE, operated by Aller-Retour SA, Rue du Marché 7, 1204 Geneva, Switzerland (CHE-349.296.820). They apply to all orders placed from the effective date above.

1. Acceptance

By placing an order, you confirm that you have read and accepted these Terms, our Shipping Policy, Refund Policy, Cancellation Policy and Privacy Policy. Acceptance is recorded at checkout. If you do not agree, please do not place an order.

2. Definitions

  • Sender: the person who places and pays for the order. The Sender is our contracting party.
  • Recipient: the person to whom the order is delivered.

3. Products

Our compositions are made by hand from fresh, seasonal flowers. Each arrangement is unique: shades, varieties and sizes may vary from the photographs while keeping the style and value of the composition. Products are subject to availability.

4. Information Required for Every Order

To place an order, the Sender must provide:

  • Sender: full name, personal postal address, mobile phone number and email address.
  • Recipient: full name, complete delivery address (including building, floor, door code or access instructions where relevant) and a mobile phone number on which they can be reached on the delivery date. The Recipient’s email address is optional.

The Sender is solely responsible for the accuracy and completeness of this information, and confirms that the Recipient's details may be used to arrange and confirm delivery. We are not responsible for failed, delayed or misdirected deliveries caused by incorrect, incomplete or unreachable details.

5. Recipient Availability

The Sender is responsible for ensuring that the Recipient, or a person on their behalf, is available to receive the order at the delivery address on the selected date. Where the Sender chooses a surprise delivery without informing the Recipient, the Sender accepts the risk that the Recipient may be absent. The consequences of the Recipient's absence are set out in our Shipping Policy.

6. Delivery

  • Delivery takes place on the date selected at checkout. Time slots indicate our intended delivery period and are not guaranteed.
  • Delivery on the selected date constitutes full performance of the order. Delivery outside the selected time slot, but on the selected date, does not entitle the Sender to cancellation, refund or compensation.
  • Delivery is deemed completed when the order is handed to the Recipient or a person at the address, or left at the door, in a safe place, with a neighbour, concierge or building reception, as described in our Shipping Policy. Risk passes to the Sender at that moment.
  • Each delivery is documented. The Sender accepts that delivery photographs, timestamps, location data and call or message records constitute valid proof of delivery.

7. Pricing and Payment

Prices are shown in CHF or EUR depending on location and include applicable VAT. Payment is due in full at the time of order.

8. Cancellations, Refunds and Perishable Goods

Our flowers are perishable and prepared specifically for each order. They cannot be returned, held, redelivered on another date or redirected to another address without being prepared anew. Cancellations are governed by our Cancellation Policy and claims by our Refund Policy. Except as provided there, all sales are final.

9. Claims

  • Damaged or incorrect items: notify us within 3 hours of delivery, with photographs, at contact@pivoinerieflowers.com.
  • Non-delivery: notify us within 24 hours after the end of the selected delivery date at contact@pivoinerieflowers.com.

Claims received after these periods cannot be accepted, as the condition of perishable goods can no longer be verified.

10. Payment Disputes and Chargebacks

Before opening a dispute with your bank or card issuer, please contact us at contact@pivoinerieflowers.com so that we can resolve the matter directly. A chargeback or payment reversal for an order delivered in accordance with these Terms does not release the Sender from the obligation to pay. In such cases, Aller-Retour SA reserves the right to recover the amount due, together with all fees and costs incurred (including bank fees and the costs of debt enforcement or legal proceedings), and to refuse future orders.

11. Subscriptions

Subscriptions renew automatically until cancelled in accordance with our Cancellation Policy.

12. Intellectual Property

All content, designs and images on this website are the property of Aller-Retour SA and may not be copied or used without written consent.

13. Limitation of Liability

To the extent permitted by law, we are not liable for indirect or consequential damages. Our total liability for any order is limited to the price paid for that order.

14. Governing Law and Jurisdiction

These Terms are governed by Swiss law. Subject to mandatory consumer protection provisions, the courts of Geneva, Switzerland, have exclusive jurisdiction.

15. Contact

contact@pivoinerieflowers.com