MÉMOIRE - A NICHE PERFUMERY

Terms & Conditions

Terms of Sale and Website Use

Last updated: 8 August 2026

These Terms & Conditions govern purchases made through the Mémoire - A Niche Perfumery online store and the use of our website. They should be read together with our Privacy & Cookie Policy and our Right of Withdrawal information.

1. Merchant and Contact Information

Our retail stores are:

For online orders, customer service and written complaints, please contact us at info@memoireperfumery.hr.

2. Scope and Definitions

The seller and operator of the online store is Flowable d.o.o., trading under the name Mémoire - A Niche Perfumery (Mémoire, we, us or our). A customer or you is a person who accesses the website or places an order. Where you act as a consumer, mandatory consumer-protection rights under Croatian and applicable EU law remain unaffected by these Terms.

These Terms apply to the website at memoireperfumery.hr and to orders placed through our online checkout. Separate terms may apply to purchases made directly in our physical stores where required by law or by the nature of the transaction.

3. Shopify Platform

Our online store is powered by Shopify. Shopify provides the e-commerce platform and technical infrastructure that enable us to display products, operate the checkout and manage online orders. Flowable d.o.o. remains the seller of the products and the contractual party responsible to the customer for orders placed with Mémoire, except where a checkout feature expressly identifies another party as legally responsible for a particular service.

4. Products and Product Information

We make reasonable efforts to ensure that product descriptions, photographs, sizes, concentrations, ingredients or note descriptions, availability and other information are accurate. Product images are illustrative and the appearance of packaging, colour or presentation may vary slightly due to manufacturer updates, display settings or photography.

Availability is subject to stock. If an ordered product becomes unavailable after an order is placed, we will inform you and refund any amount paid for that unavailable product without undue delay.

For cosmetics and fragrances, always follow the instructions, warnings and ingredient information supplied by the manufacturer on the product or packaging. Product descriptions on our website do not replace manufacturer safety information.

5. Prices, VAT and Promotions

Prices are displayed in euro (EUR) and include applicable VAT unless expressly stated otherwise. Delivery charges, if any, are shown separately before the order is submitted. For cross-border EU sales, the VAT treatment displayed at checkout may reflect the rules applicable to the destination country.

Discounts, promotional codes, gifts and limited-time offers are subject to the conditions stated with the relevant promotion. Unless stated otherwise, promotions cannot be combined. In the event of an obvious pricing or technical error, we may cancel the affected order and promptly refund the amount paid.

6. Ordering and Conclusion of the Contract

1. Select the product(s) and add them to your cart.

2. Review the cart, delivery details, price, taxes and any delivery charge.

3. Enter the required billing, delivery and contact information.

4. Select an available payment method and review the order before submitting it.

5. Submit the order by activating the checkout control that clearly indicates an obligation to pay.

After the order is submitted, you will receive an electronic order confirmation at the email address provided. Unless otherwise stated at checkout, the sales contract is concluded when we confirm acceptance of the order after successful payment authorisation. The electronic confirmation and these Terms may be stored by you as a durable record of the transaction.

We may refuse or cancel an order where necessary, including in cases of unavailable stock, failed or reversed payment authorisation, an obvious price or product-information error, suspected fraud or misuse, delivery restrictions, or another legitimate reason. If payment has already been captured for a cancelled order, the relevant amount will be refunded.

7. Payment Methods

Online orders may currently be paid only by one-time card payment. We accept Visa, Maestro and Mastercard cards regardless of the issuing bank, provided the card is enabled for online payments and accepted by the payment processor. Instalment payments, cash on delivery, bank transfer and other payment methods are not available unless they are expressly displayed as available in the checkout at the time of purchase.

Your card issuer or payment provider may perform additional verification or Strong Customer Authentication (for example, 3-D Secure) where required. An order is not considered paid until the payment has been successfully authorised and processed.

8. Payment Security

Payment is processed through the secure payment services integrated with the Shopify checkout. Payment-card data is transmitted to and handled by the relevant payment service provider and Shopify infrastructure in accordance with their applicable security and payment-card requirements. In the ordinary checkout process, Flowable d.o.o. does not receive or store your full payment-card number or card security code (CVV/CVC) in its own systems.

Shopify maintains a PCI compliance programme and publishes payment-card industry compliance documentation. Secure connections and payment authentication mechanisms are used as applicable. No internet transmission can be guaranteed to be completely risk-free, but we apply reasonable organisational and technical measures to protect information under our control.

9. Delivery Area and Charges

We currently deliver to addresses in Croatia and in other Member States of the European Union. Standard online checkout does not offer delivery outside the European Union unless a destination is expressly enabled at checkout.

The applicable threshold is determined by the merchandise subtotal shown at checkout after applicable discounts and before delivery charges, unless the checkout expressly states otherwise. The final delivery charge is displayed before you submit the order.

Certain products or destinations may be subject to carrier, safety or transport restrictions. Where a restriction prevents delivery, it will be shown at checkout where technically possible or we will contact you promptly after the order is placed.

10. Processing and Delivery

We aim to prepare in-stock orders for dispatch without undue delay, normally within 1-2 business days. Delivery times shown on the website or at checkout are estimates and may vary by destination, carrier, weekends, public holidays, seasonal demand and circumstances outside our reasonable control. As a general guide, delivery after dispatch is commonly within 2-4 business days in Croatia and may take up to approximately 7 business days in other EU Member States.

Delivery is made by third-party courier partners selected by us. You are responsible for providing complete and accurate delivery information and for ensuring that someone can receive the parcel where required. If a parcel is returned because of an incorrect address, repeated unsuccessful delivery attempts or unjustified refusal of delivery, we may charge reasonable additional delivery costs where permitted by law.

For consumer purchases, risk of accidental loss or damage generally passes to you when you or a third party designated by you, other than the carrier, takes physical possession of the goods, except where applicable law provides otherwise.

11. Cancellation Before Dispatch

If you wish to cancel an order before dispatch, contact us as soon as possible at info@memoireperfumery.hr. If the order has not yet been handed to the carrier, we will normally cancel it and refund the payment. If the order has already been dispatched, the statutory Right of Withdrawal and return procedure described below will apply where available.

12. Statutory Right of Withdrawal

If you are a consumer purchasing at a distance, you generally have the right to withdraw from the contract without giving a reason within 14 days, subject to the statutory exceptions. For goods, the withdrawal period generally begins on the day on which you, or a third party designated by you other than the carrier, acquires physical possession of the goods. Special rules apply where multiple goods are delivered separately or in several lots.

Detailed information, the model withdrawal form and the online withdrawal procedure are available on our separate Right of Withdrawal page. During the statutory withdrawal period, our website must also provide an easily visible and accessible online function enabling an eligible consumer to submit and confirm a withdrawal request.

13. Returns Following Withdrawal

After notifying us of withdrawal, you must return the goods without undue delay and no later than 14 days from the date on which you informed us of the withdrawal, unless we have offered to collect them. Returns should be sent to:

Mémoire - A Niche Perfumery, Skalinska ulica 2, 10 000 Zagreb, Croatia

Unless applicable law or a specific offer states otherwise, you bear the direct cost of returning goods when exercising the statutory Right of Withdrawal. We recommend using a traceable delivery method and retaining proof of dispatch.

You may inspect the goods only to the extent necessary to establish their nature, characteristics and functioning. You may be responsible for any diminished value resulting from handling beyond what is necessary for that purpose.

14. Refunds Following Withdrawal

If you validly withdraw, we will reimburse payments received from you, including the cost of our least expensive standard delivery option offered for the original order, without undue delay and no later than 14 days after we receive your notice of withdrawal. We are not required to refund additional delivery costs resulting from your choice of a more expensive delivery method.

For sales of goods, we may withhold the refund until we receive the returned goods or until you provide evidence that you have sent them back, whichever occurs first. Refunds are made using the same payment method used for the original transaction unless you expressly agree otherwise and no additional fee is imposed on you for the refund.

15. Exceptions to the Right of Withdrawal

The statutory Right of Withdrawal does not apply in the cases excluded by applicable law. Relevant examples may include:

• goods made to the consumer's specifications or clearly personalised;

• goods liable to deteriorate or expire rapidly;

• sealed goods which are not suitable for return for health-protection or hygiene reasons where the seal has been broken after delivery, to the extent that this statutory exception applies to the particular product; and

• other categories expressly excluded by applicable consumer law.

Opening ordinary retail packaging does not automatically remove statutory rights. Any exclusion will be applied only where the legal conditions for that exclusion are met.

 

16. Damaged, Defective or Non-Conforming Goods

The Right of Withdrawal is separate from your statutory rights where goods are damaged, defective or not in conformity with the contract. If you receive an incorrect, damaged or non-conforming product, contact us at info@memoireperfumery.hr and provide your order number, a description of the issue and, where useful, photographs of the product and packaging.

We may ask you to return the product for inspection where reasonably necessary. Your statutory rights relating to conformity and defects are not limited by any commercial return policy or by these Terms.

17. Written Consumer Complaints

Consumers may submit a written complaint in person at any of our retail stores, by post to Flowable d.o.o., Trnsko 42a, 10 020 Zagreb, Croatia, or by email to info@memoireperfumery.hr. We will acknowledge receipt of a written complaint without delay and provide a written response no later than 15 days after receiving the complaint, in accordance with applicable Croatian consumer law.

Please include sufficient information for us to identify the transaction and respond to you, such as your name, order or receipt number, contact details and a clear description of the complaint.

18. Alternative Dispute Resolution and Courts

We encourage customers to contact us first so that we can try to resolve any dispute amicably. Consumers may also use an available competent alternative dispute resolution (ADR) body in accordance with applicable Croatian and EU rules. Nothing in these Terms deprives a consumer of the right to bring proceedings before a court that is competent under mandatory consumer-protection and jurisdiction rules.

19. Website Use and Intellectual Property

The website, its design, text, photographs, graphics, logos, product presentation and other content are protected by copyright, trademark and other intellectual-property rights belonging to us or to our licensors. You may use the website for personal, lawful shopping and information purposes. You may not reproduce, scrape, republish, commercially exploit or misuse protected content without the permission of the relevant rights holder, except where permitted by law.

20. Accounts, Accuracy and Misuse

If customer accounts are available, you are responsible for keeping your login credentials confidential and for information submitted through your account. You must provide accurate and complete information when ordering and must not use the website for unlawful, fraudulent, abusive or security-compromising activities.

21. Liability

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including mandatory consumer rights. To the extent permitted by law, we are not responsible for indirect losses that were not reasonably foreseeable at the time the contract was concluded, or for delays or failures caused by events outside our reasonable control, provided that we continue to comply with obligations imposed by mandatory law.

22. Privacy and Cookies

Personal data is processed in accordance with our Privacy & Cookie Policy. The online store uses Shopify and may use other service providers necessary for payment, delivery, analytics, marketing and website functionality, as described in that policy and in the cookie-preference interface.

23. Governing Law

These Terms are governed by the laws of the Republic of Croatia, without prejudice to any mandatory consumer-protection provisions that apply to you under the law of your country of habitual residence within the European Union or other applicable mandatory law.

24. Changes to These Terms

We may update these Terms when our services, payment methods, delivery arrangements, technology or legal obligations change. The version applicable to an order is the version made available to you when that order is placed, unless mandatory law requires otherwise. The current version will be published on our website with the date of the latest update.