PRIVACY POLICY
PRIVACY POLICY
At SOLACE (“we”, “us” or “our”), we value your privacy and are committed to protecting your personal information. This Privacy Policy explains how we collect, use, store and share your personal information when you visit our website, make a purchase, contact our customer support team or otherwise interact with our services.
For the purposes of this policy, SOLACE is the name of our online store.
If you have any questions about this Privacy Policy or how we handle your personal information, please contact us at:
Email: info@solacedk.com
1. Personal Information We Collect
When you visit our website or make a purchase, we may collect the following categories of personal information.
Contact information: Your name, billing address, delivery address, email address and telephone number, where provided.
Order information: Details of products purchased, order history, delivery information, returns, refunds and other information relating to your transactions.
Payment information: Payment details necessary to process your transaction. Payments may be handled by third-party payment providers. We generally receive transaction confirmations and relevant payment details rather than complete payment card information.
Device and technical information: Your IP address, browser type, device information, time zone and certain technical identifiers.
Website usage information: Information about how you interact with our website, including pages viewed, products viewed, referring websites and interactions with website features.
Customer support information: Information you provide when contacting us with questions, complaints, refund requests or other enquiries.
2. How We Collect Your Information
We collect personal information in several ways, including:
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Directly from you when you place an order, complete a form or contact us.
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Automatically when you browse or interact with our website through cookies and similar technologies, subject to applicable consent requirements.
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Through service providers that support our online store, payment processing, delivery, analytics and customer service.
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From other sources where permitted by applicable law.
We only intend to collect personal information that is reasonably necessary for the purposes described in this policy.
3. How We Use Your Personal Information
We may use your personal information for the following purposes:
Order processing and fulfilment: To process payments, confirm orders, arrange delivery, manage returns and issue refunds.
Customer support: To respond to enquiries, investigate problems and provide assistance with your purchases.
Website operation: To operate, maintain, protect and improve our website and shopping experience.
Fraud prevention and security: To detect and investigate suspicious transactions, prevent fraud and protect our customers and business.
Marketing communications: To send promotional emails or other marketing communications where permitted by applicable law and, where required, with your consent. You may opt out of marketing communications at any time.
Legal and regulatory compliance: To comply with applicable laws, respond to lawful requests and protect our legal rights.
Analytics and personalisation: To understand how customers use our website and improve our products, services and online experience, subject to applicable privacy and cookie requirements.
4. Legal Basis for Processing
Where the UK General Data Protection Regulation (UK GDPR) applies, we process personal information on one or more of the following legal bases:
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Contract: Where processing is necessary to fulfil an order or take steps requested by you before entering into a contract.
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Legal obligation: Where processing is necessary to comply with applicable laws.
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Legitimate interests: Where we have a legitimate business interest, such as improving our website, protecting against fraud or managing customer enquiries, provided your rights and interests do not override those interests.
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Consent: Where you have given consent for a specific purpose, such as certain marketing communications or non-essential cookies.
Where processing is based on consent, you may withdraw your consent at any time. Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.
5. Sharing Your Personal Information
We may share personal information with trusted third parties where necessary to operate our business and provide our services.
These may include:
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Shopify: Our e-commerce platform provider, which helps us operate our online store.
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Payment providers: To securely process payments and manage transactions.
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Shipping and delivery providers: To deliver orders and provide shipment updates.
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Analytics and marketing providers: To understand website usage and support marketing activities where legally permitted.
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IT, security and customer support providers: To maintain our website, protect information and respond to customer enquiries.
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Legal and regulatory authorities: Where disclosure is required by law or necessary to establish, exercise or defend legal claims.
We do not authorise service providers to use your personal information for purposes unrelated to the services they provide to us, subject to their applicable legal obligations and contractual arrangements.
We do not sell your personal information in exchange for money. Where applicable privacy laws regulate data sharing for targeted advertising or similar purposes, we will respect the relevant rights and requirements.
6. Shopify and Third-Party Services
Our online store is hosted on Shopify, which provides the e-commerce infrastructure used to operate our website.
Your personal information may be processed by Shopify and other service providers to facilitate transactions, website functionality, security and related services.
Some providers may process information in countries outside the country in which you live. Where international transfers are subject to data protection laws, appropriate safeguards will be used where required.
For further information about Shopify's privacy practices, please review Shopify's Privacy Policy:
https://www.shopify.com/legal/privacy
Third-party websites and services may also have their own privacy policies. We encourage you to review those policies before providing information directly to those providers.
7. Cookies and Similar Technologies
Our website may use cookies and similar technologies to support essential website functions, remember preferences, analyse website traffic and support marketing activities.
Cookies may include:
Essential cookies: Necessary for functions such as shopping basket management, checkout and website security.
Preference cookies: Used to remember selected settings and preferences.
Analytics cookies: Used to understand how visitors interact with our website and help us improve its performance.
Advertising cookies: Used, where enabled and legally permitted, to measure advertising performance or personalise advertising.
Where required by law, we will obtain your consent before placing or using non-essential cookies or similar technologies.
You may be able to manage your cookie preferences through our website's cookie settings or through your browser settings. Disabling certain cookies may affect website functionality.
8. Data Retention
We retain personal information only for as long as reasonably necessary to fulfil the purposes for which it was collected, including processing orders, providing customer support, meeting legal obligations, resolving disputes and enforcing agreements.
Retention periods may vary depending on the type of information and the applicable legal requirements.
When personal information is no longer required, we will take reasonable steps to delete it or anonymise it, subject to any legal obligation to retain it.
9. Data Security
We take reasonable technical and organisational measures designed to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.
However, no method of electronic transmission or storage is completely secure. We cannot guarantee absolute security, but we work to protect information in accordance with applicable requirements.
You should also take reasonable precautions to protect your own devices, accounts and login details.
10. Your Privacy Rights
Depending on your location and the applicable law, you may have the right to:
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Request access to the personal information we hold about you.
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Request correction of inaccurate or incomplete information.
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Request deletion of your personal information in certain circumstances.
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Request restriction of certain processing activities.
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Object to certain processing, including processing based on legitimate interests.
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Request a copy of certain personal information in a portable format.
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Withdraw consent where processing is based on consent.
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Opt out of direct marketing communications.
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Lodge a complaint with the relevant data protection authority.
To exercise a privacy right, please contact info@solacedk.com.
We may need to verify your identity before responding to certain requests. We will respond within the time limits required by applicable law.
These rights are subject to legal conditions and exceptions, and some information may need to be retained to meet legal obligations or resolve disputes.
11. UK Privacy Rights and Complaints
If you are in the United Kingdom and believe that we have handled your personal information unlawfully, you may contact us first so that we can investigate your concerns.
You also have the right to complain to the UK Information Commissioner's Office (ICO), where applicable.
You can find further information on the ICO website:
If you are located in another jurisdiction, you may also have the right to contact your local data protection authority.
12. Children's Privacy
Our website is not intended to knowingly collect personal information from children where such collection would be unlawful.
If you believe that a child has provided personal information to us in circumstances where it should not have been collected, please contact info@solacedk.com so that we can review the situation and take appropriate action.
13. International Data Transfers
Your personal information may be processed in countries other than your country of residence, including countries where Shopify or our service providers operate.
Where applicable data protection laws require safeguards for international transfers, we will take appropriate steps to ensure that personal information receives the protection required by those laws.
14. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our business, website functionality, service providers or legal requirements.
The latest version will be published on this page with an updated revision date.
We encourage you to review this policy periodically to stay informed about how your personal information is handled.
15. Contact Us
If you have any questions, concerns or requests regarding this Privacy Policy or your personal information, please contact:
SOLACE Customer Support
Email: info@solacedk.com
We will review your enquiry and respond in accordance with applicable data protection requirements.
Thank you for trusting SOLACE.