Version 1.0 · effective 26 July 2026. Written for consumers, in plain English, under Slovak and EU law.
Terms & Conditions
Version 1.0 · effective 26 July 2026
Operator: FlukoLand s. r. o., Šiba 137, 086 22 Šiba, Slovakia — IČO 52 534 570, DIČ 2121072514, VAT ID SK2121072514, registered in the Commercial Register of the District Court Prešov, Section Sro, Insert No. 44200/P (full details on our Imprint page).
Contact: info@flukoland.eu · +421 944 414 729
1. Who these terms are for, and what they cover
1.1. These Terms & Conditions ("Terms") govern purchases made by consumers — private individuals buying outside their trade or profession — in the online shop at flukoland.eu (the "Shop").
1.2. We sell handmade physical goods: stabilized moss wall art, moss bonsai, wooden decor, and 3D-printed decor. Many pieces are one-of-a-kind or made to order; custom moss walls are made to your individual specification. Where that matters legally (especially for returns), these Terms say so explicitly.
1.3. Business customers (B2B): sales to businesses — including custom moss installations for offices, hotels, restaurants and similar projects — are not governed by these Terms. They are agreed individually by separate quotation and contract. Consumer rights described in these Terms (withdrawal, consumer warranty) apply to consumers only. Contact us at info@flukoland.eu for business enquiries.
1.4. We deliver to all member states of the European Union, and to Switzerland and Norway. We do not currently deliver to other countries (including the United Kingdom).
2. How a contract is formed
2.1. Product listings in the Shop are an invitation to order, not a binding offer by us.
2.2. You place a binding order by completing the checkout and clicking the order button, which is clearly labelled to show that ordering means an obligation to pay (e.g. "Order with obligation to pay").
2.3. Immediately after you order, our system emails you an acknowledgement that the order arrived. This acknowledgement is not yet our acceptance. The purchase contract is concluded when we send you a separate order confirmation accepting the order, or when we dispatch the goods to you — whichever happens first. Because many of our pieces are one-of-a-kind, this lets us tell you honestly if the exact piece you chose is no longer available; in that case no contract arises and any payment already taken is refunded in full without delay.
2.4. For custom-made items (for example a moss wall built to your dimensions and design), the contract is concluded when we confirm the agreed specification and price in writing (email suffices). For such items we may ask for an advance payment of up to 50% of the agreed price before production starts; if we do, the exact amount is stated in that written confirmation, so you always know it before you commit.
2.5. The contract is concluded in English. We store the contract (your order data and these Terms as they stood on the order date), and with the order confirmation we send you all essential terms on a durable medium — the confirmation email includes, or links to, the version of these Terms that applies to your order.
3. Prices
3.1. All prices are in euro (EUR) and include VAT.
3.2. Prices do not include delivery costs. Delivery costs are shown before you place the order, at the latest in the checkout summary.
3.3. The price valid at the moment you place the order applies. Obvious pricing errors (e.g. a typographical error showing a fraction of the real price) do not bind us; if we discover one before dispatch we will contact you, and you may cancel at no cost.
4. Payment
4.1. Currency. We accept payment in euro (EUR) only. If your card or bank account is held in another currency, your own bank or card issuer performs the conversion at its own rate and may add its own fees — we have no influence over these and receive no part of them.
4.2. How you can pay. Online payments in the Shop are processed through the GoPay payment gateway. The methods available for your order are always shown, and selectable, in the checkout before you confirm and pay. We offer:
- Payment card — Visa, Visa Electron, Mastercard, Maestro (debit and credit);
- Apple Pay and Google Pay;
- Online bank transfer through the gateway, where your bank supports it;
- Ordinary bank transfer to our account IBAN SK39 0900 0000 0051 9095 3234, using the payment reference given in your order acknowledgement.
4.3. We do not offer cash on delivery, and we do not accept cash or cheques by post.
4.4. Security — your card details never reach us. Card and wallet payments are entered on GoPay's own secure payment page. We never see, receive or store your full card number, expiry date or security code. GoPay operates the gateway to the PCI DSS Level 1 standard and applies 3-D Secure strong customer authentication (Visa Secure and Mastercard Identity Check) as required by EU payment legislation (PSD2), so your bank may ask you to confirm the payment in its app or by a one-time code.
4.5. When you are charged. For card, Apple Pay, Google Pay and online bank transfer, the payment is authorized and charged when you complete the payment in the gateway, at the moment you place the order. For an ordinary bank transfer, please pay within 7 days of ordering; we dispatch once the amount is credited to our account. If the payment does not arrive within 7 days, we may cancel the order and will tell you by email that we have done so.
4.6. No surcharges. We add no fee or surcharge of any kind for using any of the payment methods listed above. The price you see at checkout is the price you pay.
4.7. Declined or failed payments. If a payment is declined, fails or is reversed, the order is not processed and no contract arises (section 2.3). You are welcome to try again or choose another method. Where a payment fails after we have already accepted the order, we will contact you before doing anything else.
4.8. Advance payment for custom items. For made-to-order and custom pieces we may require an advance payment as described in section 2.4. The remainder is due before dispatch, unless we agree otherwise with you in writing.
4.9. Invoice. We send you an invoice in electronic form (PDF) by email, together with or shortly after the order confirmation. By ordering you agree to receive the invoice electronically rather than on paper; you may ask us for a paper copy at any time, free of charge.
4.10. Refunds. Any refund — whether after withdrawal (section 7), a return (section 9), a justified complaint (section 11) or a cancelled order — is returned through the same payment method and to the same account or card you used, unless you expressly agree to another route. Refunds are processed back through GoPay and cost you nothing. Depending on your bank, the money may take a few working days to appear after we release it.
5. Delivery
5.1. We ship to all member states of the European Union, and to Switzerland and Norway. Every parcel is sent tracked and insured against loss and transport damage for its full value. Deliveries are made by established parcel carriers — currently GLS and its partner carriers in the destination country. The carrier and the options available for your address are shown at checkout.
5.2. Delivery costs are always shown at checkout before you confirm the order, and depend on the destination, the weight and the size of the piece. Delivery is free for orders over €150 to destinations within the European Union. For Switzerland and Norway, delivery is charged on every order regardless of value, because parcels there require customs handling; the exact amount is shown at checkout.
5.3. Delivery times: in-stock items are typically delivered within 5–7 working days to most EU destinations. Remote and island regions (for example the Canary Islands, Madeira, the Azores, Cyprus, Malta or the Greek islands) can take longer. Deliveries to Switzerland and Norway typically take 7–12 working days, because parcels pass through customs. Made-to-order and custom items take longer; the production time is stated on the product page or agreed with you individually. Unless we have agreed a different time with you, we deliver at the latest within 30 days of the contract being concluded, as EU consumer law requires — and we apply the same 30-day limit to deliveries to Switzerland and Norway.
5.4. If we cannot deliver on time, we will tell you and agree a new reasonable deadline. If we miss that too — or if the agreed delivery date was essential for you — you may cancel the order and we will refund everything you have paid without undue delay.
5.5. Risk of damage or loss passes to you when you (or a person you named, other than the carrier) physically receive the goods.
5.6. Please check the parcel on delivery. If the packaging is visibly damaged, you can refuse acceptance, or accept it and note the damage with the carrier.
5.6.1. If anything arrived damaged, please photograph it before unpacking further — we ask for pictures of (a) the outer packaging from the outside, showing the damage, and (b) the piece itself. Email them to info@flukoland.eu with your order number. We need these to claim on the transport insurance, and they let us get a repair or replacement moving straight away instead of waiting on the carrier. For transport-damage claims we will ask you for them before we can process a replacement, so sending them early saves time. Please also keep the packaging until the claim is settled, in case the carrier wants to inspect it.
5.6.2. Reporting damage early helps a great deal, but a late report, or not having photographs, never removes your statutory rights for goods that were defective on delivery (section 10). If you cannot photograph the damage, tell us anyway and we will find another way to sort it out.
5.7. Customs and import charges (Switzerland and Norway). Switzerland and Norway are outside the EU customs area. Parcels to these countries may be subject to customs duties, import VAT and carrier handling (customs clearance) fees charged in the destination country. Unless we state otherwise at checkout, these charges are not included in our prices and are borne by you; the carrier normally collects them on or before delivery.
6. The goods are handmade and natural
6.1. Our products are handmade from natural and stabilized materials. Small variations in colour, shade, shape, texture and structure — between the product photo and the delivered piece, or between two pieces of the same design — are a natural characteristic of handmade moss and wood products, not a defect, as long as the piece matches its description and agreed specification.
6.2. Stabilized moss is a preserved natural product: it needs no watering, but it should not be soaked, placed in direct permanent sunlight, or kept in extreme humidity. Care instructions are provided with the product; damage caused by not following them is not covered by the warranty (section 9).
7. Your 14-day right of withdrawal (EU statutory right)
7.1. As a consumer buying at a distance, you may withdraw from the contract within 14 days without giving any reason.
7.2. The 14-day period starts on the day you (or a person you named, other than the carrier) receive the goods. If your order arrives in several shipments, it starts with the last item.
7.3. To withdraw, send us an unambiguous statement before the period expires — an email to info@flukoland.eu or a letter to our postal address is enough. You can use the model withdrawal form in section 8, but you do not have to. On request we will confirm receipt of your withdrawal by email.
7.4. Return of the goods: send the goods back to us at FlukoLand s. r. o., Šiba 137, 086 22 Šiba, Slovakia, without undue delay and at the latest 14 days from the day you told us you withdraw. You bear the direct cost of returning the goods. We recommend (but do not require) using a tracked and insured service, since fragile moss art travels badly.
7.5. Refund: we refund all payments received from you, including the standard (cheapest offered) delivery cost, without undue delay and at the latest 14 days from the day we learn of your withdrawal. We may withhold the refund until we have received the goods back or you prove you have sent them. We refund using the same payment method you used, unless you agree otherwise; the refund costs you nothing.
7.6. Diminished value: you may unpack and inspect the goods the way you could in a physical shop. If the value of the goods is reduced because you handled them beyond what was needed to establish their nature, characteristics and functioning, you are liable for that reduction in value.
7.7. Exception — personalised and custom-made goods. The right of withdrawal does not apply to goods made to your specifications or clearly personalised (Article 16(c) of Directive 2011/83/EU and the corresponding provision of Slovak law). In our Shop this is a deliberately narrow category: pieces made to your own individual specification, which we could not reasonably offer to anyone else. For example:
- a custom moss wall built to your dimensions, colours or design;
- an engraving, name, date, message or logo applied at your request;
- a piece built to a layout, shape or colour scheme you supplied.
Each such product is clearly marked before you buy, and you are asked to confirm expressly — by ticking a box at checkout, or in writing when we agree your specification by email — that we may begin production and that you will lose the right of withdrawal for that piece. If we have not obtained that express confirmation from you, your full 14-day right of withdrawal applies regardless.
Losing the right of withdrawal is not the same as losing your rights if something is wrong. If a personalised piece arrives faulty, defective or damaged in transit, your statutory rights are completely untouched — see sections 10 and 11. For transport damage, please send us photographs of the outer packaging and of the piece (section 5.6); we need these to claim on the shipping insurance, and they let us replace or repair your piece quickly.
7.8. Made-to-order pieces are not covered by that exception. Many of our pieces are built only after you order them, simply because we do not keep them in stock — but to our own standard design, in a size and finish we list ourselves (a standard Tree of Life moss picture, for example). Those are not made to your specification, and we can offer them to the next customer, so the full 14-day right of withdrawal applies to them just as it would to something taken off a shelf — and so does our voluntary 30-day return in section 9. The only practical difference is that they take longer to reach you. We will never ask you to give up a withdrawal right for one of these, and the checkout will not ask you to confirm anything for them.
7.9. Consumers in Switzerland and Norway. If you are a consumer in Switzerland or Norway, we grant you the same 14-day right of withdrawal, on the same terms set out in this section — voluntarily where your national law does not already require it.
8. Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: FlukoLand s. r. o., Šiba 137, 086 22 Šiba, Slovakia — info@flukoland.eu
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:
— Ordered on (*) / received on (*):
— Order number (if available):
— Name of consumer(s):
— Address of consumer(s):
— Signature of consumer(s) (only if this form is notified on paper):
— Date:
(*) Delete as appropriate.
9. Extended 30-day returns (our voluntary promise)
9.1. On top of your statutory 14-day withdrawal right — which is never reduced by this section — we voluntarily accept returns for up to 30 days from delivery. This covers everything except the personalised pieces described in section 7.7 — so it includes ready-made stock pieces and the made-to-order pieces built to our own standard designs (section 7.8). It applies to deliveries anywhere we ship, including Switzerland and Norway.
9.2. Conditions of the voluntary extended return (days 15–30): the item is unused, undamaged and returned in its original condition and its original packaging; you tell us by email at info@flukoland.eu within 30 days of delivery and send the piece back within 14 days of telling us; and you bear the cost of returning it. In this voluntary window the refund covers the price of the item; the original delivery cost is not refunded. For returns from Switzerland and Norway, you are also responsible for the export paperwork and any charges the carrier raises for it — please contact us first and we will tell you exactly how to label the parcel so it clears customs.
9.3. The extended return promise does not apply to the personalised and custom-made pieces in section 7.7 — an engraved, logo-bearing or individually specified piece cannot be resold, so we cannot take it back once it is made. It does apply to made-to-order pieces built to our own standard designs (section 7.8).
9.4. Days 1–14 are always governed by the statutory regime in section 7, which is more protective; this section can only ever add to your rights, never subtract.
10. Statutory warranty — liability for defects
10.1. We are liable to consumers for defects the goods have at delivery, including defects that become apparent within two years of delivery. Slovak law implementing Directive (EU) 2019/771 applies.
10.2. The burden of proof is on us, for the full two years. If a defect appears at any time within two years of delivery, Slovak law presumes that the goods already had that defect when they were delivered (§ 620 of the Slovak Civil Code, read with § 619(1)). You do not have to prove anything about the cause — it is for us to show that the defect is not one we are liable for, and we will explain our reasoning to you in writing if we ever reject a claim. The presumption does not apply only where the nature of the goods or of the defect rules it out — for example damage that plainly happened after delivery.
10.3. What is not a defect: natural variations described in section 6; ordinary wear; damage caused after delivery by misuse, accident, or failure to follow the provided care instructions.
10.4. Your remedies: if the goods are defective, you may ask for repair or replacement (we may choose the one that is possible and not disproportionately costly). If repair or replacement is impossible, refused, not done within a reasonable time or without significant inconvenience, or the defect is serious, you may claim a proportionate price reduction or withdraw from the contract and get a refund. For one-of-a-kind pieces, replacement with an identical item may be impossible by nature; the other remedies remain fully available.
10.5. These statutory rights are free of charge to you and exist independently of, and in addition to, our voluntary 30-day return promise.
11. Complaints procedure (how to claim a defect)
11.1. Send your complaint to info@flukoland.eu or to FlukoLand s. r. o., Šiba 137, 086 22 Šiba, Slovakia. Please include: your order number, a description of the defect, when it appeared, photographs where the problem is something a photo can show, and which remedy you prefer (section 10.4). For damage caused in transit, please include photographs of the outer packaging and of the piece — see section 5.6.1 for why we ask, and what happens if you do not have them.
11.2. We will confirm receipt of your complaint in writing (email) without delay and tell you what happens next and roughly when.
11.3. 30 days, maximum. We will remedy a justified defect as quickly as we can and in any case within 30 days of the day you notified it, without significant inconvenience to you (§ 622(3) of the Slovak Civil Code). When we confirm receipt of your complaint we also tell you the period within which the defect will be remedied. That 30-day period may be exceeded only where objective reasons outside our control genuinely prevent us from meeting it — if that ever happens, we will tell you in writing before the 30 days run out, explain the reason, and give you a new date.
11.4. When you must report a defect. Please tell us about a defect without undue delay after you discover it — under Slovak law, within two months of noticing it and at the latest before the two-year period in section 10.1 expires.
11.5. When the complaint is resolved we will give you a written confirmation of the outcome. If we reject the complaint, we will explain why in writing.
11.6. Making a complaint never costs you a fee. If the complaint is justified, reasonable and necessary costs of making it (e.g. return postage of the defective item) are reimbursed by us on request.
12. Alternative dispute resolution (ADR)
12.1. If you are not satisfied with how we handled your complaint, or you believe we have violated your rights, first write to info@flukoland.eu — we honestly try to fix things directly.
12.2. If we refuse your request or do not respond within 30 days, you (as an EU consumer) may submit the dispute to an alternative dispute resolution body under Slovak Act No. 391/2015 Z. z. The ADR body competent for us is the Slovak Trade Inspection (Slovenská obchodná inšpekcia), Bajkalská 21/A, P. O. BOX 29, 827 99 Bratislava, Slovakia (www.soi.sk), or another authorized ADR entity from the list published by the Slovak Ministry of Economy at economy.gov.sk. If you live in another EU country, you can also find a competent body through the European Commission's directory of dispute-resolution bodies at consumer-redress.ec.europa.eu. ADR is voluntary for you, and its outcome does not remove your right to go to court.
13. Liability
13.1. Nothing in these Terms limits or excludes our liability where the law does not allow it — in particular liability for death or personal injury, for intentional or grossly negligent conduct, or your statutory consumer rights, including those under section 10.
13.2. Otherwise, we are liable for foreseeable damage typical for this kind of contract. We are not liable for damage caused by using the products contrary to the provided care instructions or their obvious purpose.
14. Governing law and courts
14.1. These Terms and contracts concluded under them are governed by Slovak law.
14.2. If you are a consumer, this choice of law never deprives you of the protection of the mandatory consumer-protection rules of the country where you habitually live (Article 6 of Regulation (EC) No 593/2008, "Rome I"). You may also bring proceedings in the courts of your home country — for consumers in the EU under EU law (Regulation (EU) No 1215/2012), and for consumers in Switzerland and Norway under the 2007 Lugano Convention.
15. Final provisions
15.1. We may amend these Terms for the future (e.g. new payment methods, legal changes). The version in force when you place your order applies to that order. The current version, with its effective date, is always available in the Shop.
15.2. If a provision of these Terms is or becomes invalid, the rest remains unaffected.
15.3. These Terms are version 1.0 and are effective from 26 July 2026.
