Privacy policy

Olivene London Privacy Policy

This Privacy Policy describes how Olivene London (referred to as "we," "us," or "our") collects, uses, processes, and discloses your Personal Information when you visit our website at [https://olivene-london.com/] or make a purchase from our online store. We are committed to protecting your privacy and handling your data with transparency and care. This policy complies with the UK Data Protection Act 2018 and the General Data Protection Regulation (GDPR).

Collecting Personal Information

When you visit our website, we automatically collect certain information about your device and your interaction with our site to provide you with the best shopping experience. When you make a purchase or attempt to make a purchase, we collect additional information necessary to process your order. We may also collect further details if you contact us for customer support. We refer to any information that can uniquely identify an individual as "Personal Information." Below is a detailed explanation of what Personal Information we collect and why.

Device Information

Examples of Personal Information collected: web browser version, IP address, time zone, cookie information, pages or products you view, search terms entered, and how you interact with the website.
Purpose of collection: to load the website accurately for your device, perform analytics on site usage to optimize our website's performance and user experience, and screen for potential risk and fraud.
Source of collection: collected automatically when you access our website using cookies, log files, web beacons, tags, or pixels.
Disclosure for a business purpose: shared with our e-commerce platform provider, Shopify, to help us understand website traffic and activity. For more details, see Shopify's privacy policy.

Order Information

Examples of Personal Information collected: name, billing address, shipping address, payment information (including credit/debit card numbers), email address, and phone number.
Purpose of collection: to fulfill our contract with you by processing your payment, arranging shipping, providing invoices and order confirmations, communicating with you, screening orders for potential risk or fraud, and, where consistent with your preferences, sending you information or advertising about our products.
Source of collection: collected directly from you during the checkout process.
Disclosure for a business purpose: shared with Shopify to process your payment and fulfill your order, and with payment processors and shipping carriers as necessary.

Customer Support Information

Purpose of collection: to provide you with assistance and resolve any issues you may have.
Source of collection: collected from you when you contact us via email, phone, or other communication methods.

Behaviour Information

Purpose of collection: to improve user experience through website behaviour analytics and heatmapping.
Source of collection: collected via Hotjar to understand how users navigate and interact with our site.
For more information: Hotjar's privacy policy.
For do not track: Hotjar's Do Not Track policy.

Sharing Personal Information

We share your Personal Information with trusted service providers to help us operate our store and fulfill our contracts with you, as outlined above. For example:

  • We use Shopify to power our online store. You can learn more about how Shopify handles Personal Information here.

  • We may share information to comply with applicable laws and regulations, respond to lawful requests like subpoenas or search warrants, or protect our rights.

  • We do not share your personal information with third-party advertising platforms like Facebook or TikTok without your explicit consent.

Using Personal Information

We use your Personal Information to deliver our services, including processing payments, shipping orders, providing customer support, and informing you about new products or promotions, in line with your communication preferences.

Retention

We retain your Personal Information only as long as necessary to fulfill the purposes outlined in this policy, unless a longer retention period is required by law. When you place an order, we keep your information on record unless you request its deletion. For details on your right to erasure, see the "Your Rights" section below.

Your Rights

Under the GDPR, you have the following rights regarding your Personal Information:

  • Right of access: You can request a copy of the Personal Information we hold about you.

  • Right to rectification: You can ask us to correct inaccurate or incomplete information.

  • Right to erasure: You may request that we delete your Personal Information in certain circumstances.

  • Right to restrict processing: You can ask us to limit how we use your data.

  • Right to data portability: You may request a transfer of your data to another service provider.

  • Right to object: You can object to certain types of processing, such as direct marketing.

To exercise any of these rights, please contact us using the details provided below.

Automatic Decision-Making

We do not engage in fully automated decision-making that has a legal or significant effect on you. However, our processor Shopify uses limited automated decision-making for fraud prevention, including temporary denylists of IP addresses linked to repeated failed transactions (lasting a few hours) and credit cards linked to those IP addresses (lasting a few days). These measures do not significantly impact you.

Cookies

Cookies are small data files placed on your device when you visit our site. They enhance your browsing experience by remembering your preferences and actions. We use several types of cookies:

Necessary Cookies

Essential for basic site functions like navigation, shopping cart, and checkout.

Performance and Analytics Cookies

Help us understand how visitors use our site, allowing us to improve performance.

Targeting/Advertising Cookies

Used to deliver relevant advertisements based on your interests (only with your consent).

Most cookies are persistent, remaining on your device for up to two years. You can manage cookies through your browser settings, though disabling them may affect site functionality.

Do Not Track

As there is no universal standard for "Do Not Track" signals, we do not currently alter our data practices in response to such signals.

Changes

We may update this Privacy Policy periodically to reflect changes in our practices or legal requirements. The latest version will always be posted on our website with the effective date.

Complaints

If you have concerns about how we handle your data, you have the right to lodge a complaint with the UK Information Commissioner's Office (ICO).

Contact Us

For questions about this policy, to exercise your data rights, or for any privacy-related inquiries, please contact:

Store Name: Olivene London
Address: 15 Wesley Way, Newcastle upon Tyne NE12 9TA, United Kingdom
Email: support@olivene-london.com

Customer Service Hours:
Monday to Friday: 9:00 AM to 5:00 PM (GMT – London time)
We aim to respond to all emails within one business day.