Privacy Policy
This Privacy Policy explains how WHATS THE FRAGRANCE LTD ("WHATS THE FRAGRANCE", "we", "us" or "our") collects, uses, stores and shares personal information when you visit our Shopify website, make a purchase, create an account, contact us, sign up for marketing or otherwise interact with us.
For applicable UK data protection law, WHATS THE FRAGRANCE LTD is the controller of the personal information described in this policy, unless otherwise stated.
1. PERSONAL INFORMATION WE COLLECT
Contact and account information: your name, email address, telephone number, billing and delivery addresses, account login details and preferences where you choose to create an account.
Order information: products ordered, order value, transaction details, delivery information, returns, refunds and communications relating to your purchase.
Payment information: payments are processed through payment services available through our Shopify checkout. Payment providers may collect and process card or other payment details directly. We may receive transaction status and related payment information.
Customer service information: information you provide when contacting us by email, website contact form, WhatsApp Business or another customer-service channel.
Marketing information: your email address, telephone number, marketing preferences and interactions where you choose to sign up for email, SMS or other marketing communications.
Website and device information: information such as IP address, browser, device, network information, pages viewed, products viewed, searches, interactions and cookie or similar technology data.
2. HOW WE USE YOUR INFORMATION
We use personal information to operate our store; provide guest checkout and optional customer accounts; process and fulfil orders; take payments; arrange delivery and tracking; manage returns, refunds and exchanges; provide customer support; communicate about orders; and respond to enquiries.
We may also use information to maintain and improve our website and services, understand customer activity, secure our systems, detect and prevent fraud, comply with legal obligations, enforce our terms and protect our customers and business.
Where permitted by law, we may use information for marketing, advertising, audience measurement and understanding the effectiveness of our campaigns.
3. SHOPIFY AND PAYMENT PROCESSING
Our online store is operated using Shopify. Shopify processes information necessary to provide the ecommerce platform, checkout and related services.
Customers may check out as a guest or create an optional customer account. Information associated with an account may be used to provide account functionality and order history.
We accept standard debit and credit card payments and other payment methods that may be displayed at checkout. Available payment methods can change. Payment information may be processed directly by Shopify and/or the relevant payment provider.
4. EMAIL, SMS AND WHATSAPP COMMUNICATIONS
Customers may choose to sign up to receive marketing communications about WHATS THE FRAGRANCE, including new products, launches, offers, promotions, discount codes, restocks and other updates.
Marketing may be sent by email and, where a customer has provided the appropriate consent, by SMS/text message. Customers can unsubscribe or withdraw consent using the method provided in the relevant communication.
We may use WhatsApp Business for customer service and communications with customers who contact us through WhatsApp. If WhatsApp is later used for promotional marketing, we will only do so where we have an appropriate lawful basis and any consent required by law.
Opting out of marketing will not stop essential service communications such as order confirmations, dispatch updates, security notices or communications about an existing order.
5. COOKIES, ANALYTICS AND ADVERTISING
Our website may use cookies, pixels and similar technologies to operate the store, remember preferences and shopping activity, support security, analyse website performance and support advertising.
We may use advertising and analytics services connected with platforms on which WHATS THE FRAGRANCE advertises, including Meta, TikTok and Google. The exact technologies enabled on the live website may change as our advertising setup develops.
Where required, non-essential analytics and advertising technologies will be subject to the choices provided through our website's cookie controls. You may also be able to manage cookies through your browser settings.
6. ORDER FULFILMENT, DELIVERY AND TRACKING
We may share the information required to fulfil and deliver an order with delivery and logistics providers. This may include your name, delivery address, telephone number, email address and relevant order or tracking information.
Our shipping policy currently provides for tracked UK delivery, usually using Royal Mail. Delivery providers process relevant information to deliver parcels and provide tracking services.
7. HOW WE SHARE PERSONAL INFORMATION
We may share personal information with companies that help us operate our business, including Shopify, payment processors, delivery and fulfilment providers, technology and hosting providers, customer-service providers, analytics providers, marketing and advertising providers, fraud-prevention and security providers, and professional advisers.
We may also disclose information where required by law or a lawful authority; to protect our rights, customers or others; to investigate fraud or misuse; to enforce our agreements; or in connection with a sale, merger, restructuring or similar business transaction.
Service providers may have their own privacy policies and responsibilities for information they process.
8. LAWFUL BASES FOR PROCESSING
Under UK data protection law, we process personal information only where we have an appropriate lawful basis. Depending on the circumstances, this may include performance of a contract, such as processing an order; compliance with a legal obligation; our legitimate interests, where those interests are not overridden by your rights; or consent, where consent is required.
Where processing is based on consent, you may withdraw that consent at any time. This does not affect processing that was lawful before withdrawal.
9. SECURITY AND FRAUD PREVENTION
We take reasonable organisational and technical measures to protect personal information and may use information to detect, investigate and prevent fraudulent, illegal or malicious activity.
No internet transmission or electronic storage method can be guaranteed to be completely secure. If you create an account, you are responsible for keeping your login details confidential.
10. DATA RETENTION
We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including fulfilling orders, providing customer service, maintaining business and transaction records, complying with legal obligations, resolving disputes, preventing fraud and enforcing agreements.
Retention periods may differ depending on the type of information and why we hold it.
11. INTERNATIONAL DATA TRANSFERS
Some technology and service providers may process or store personal information outside the United Kingdom.
Where applicable, international transfers will be handled using an appropriate lawful transfer mechanism or safeguard required by UK data protection law.
12. YOUR PRIVACY RIGHTS
Subject to applicable law and any relevant exemptions, you may have rights to request access to your personal information, correct inaccurate information, request erasure, restrict processing, object to certain processing, request data portability and withdraw consent where processing relies on consent.
You also have the right to object to the use of your personal information for direct marketing.
We may need to verify your identity before completing a privacy-rights request.
13. CHILDREN
Our website and services are not directed specifically at children and we do not knowingly seek to collect personal information from children. If you believe a child has provided personal information to us, please contact us.
14. REVIEWS AND PUBLIC CONTENT
If our website allows product reviews or other public customer content, information you choose to publish may be visible to other people. Please do not include confidential or unnecessary personal information in public content.
15. THIRD-PARTY WEBSITES AND SERVICES
Our website may contain links to third-party websites, social platforms or services.We are not responsible for the privacy practices of those third parties. You should review their privacy information when using their services.
16. PRIVACY COMPLAINTS
If you have concerns about how we use your personal information, please contact us so that we can try to resolve the issue.
You may also have the right to complain to the Information Commissioner's Office (ICO), the UK's data protection regulator.
17. CHANGES TO THIS POLICY
We may update this Privacy Policy from time to time to reflect changes to our website, services, technology, business practices or legal requirements.
The current version will be published on our website with its latest revision date.
18. CONTACT US
For privacy questions, requests or concerns, please contact:
WHATS THE FRAGRANCE LTD
Email: help@whatsthefragrance.co.uk
Company number: 16436643
Registered in England and Wales.