Privacy Policy

1. Information We Collect

We collect personal information that you provide directly to us when you place an order, create an account, subscribe to marketing, contact customer support, submit a return request, or interact with our website.

This may include:

• Name
• Email address
• Phone number
• Billing and shipping address
• Order details and purchase history
• Payment-related information processed through secure payment providers
• Return, exchange, and customer support information
• Account login and customer account information
• Marketing preferences and communication preferences
• Device, browser, IP address, cookie, and website usage information

2. How We Use Your Information

We use personal information for the following purposes:

• To process and fulfill orders
• To take and confirm payment
• To arrange shipping, delivery, tracking, returns, and exchanges
• To provide customer service and respond to support requests
• To create and manage customer accounts
• To send order confirmations, shipping updates, return updates, and service messages
• To send marketing emails or messages when you have opted in or where permitted by law
• To prevent fraud, abuse, security incidents, and unauthorized transactions
• To improve our website, products, services, and customer experience
• To comply with legal, tax, accounting, regulatory, and consumer protection obligations

3. Legal Bases for Processing

We process personal information only where we have a lawful basis to do so. Depending on the situation, we may process your information based on:

• Contract: to process your order, provide products, manage delivery, returns, exchanges, and customer support.
• Legal obligation: to comply with tax, accounting, consumer protection, customs, and regulatory requirements.
• Consent: for certain marketing communications, optional cookies, and other activities where consent is required.
• Legitimate interests: to protect our business, prevent fraud, improve our website, manage customer service, and keep our services secure, provided your rights do not override those interests.

4. Orders, Payments & Checkout

When you place an order, we collect the information necessary to process your purchase, confirm payment, prepare shipment, issue invoices where applicable, provide tracking, and support returns or exchanges.

Payments are processed by secure third-party payment providers. We do not store full payment card details on our own systems.

5. Shopify & Service Providers

Our store is hosted on Shopify, which provides the ecommerce platform that allows us to sell products and services online.

We may also use trusted service providers to help operate our business, including providers for:

• Website hosting and ecommerce platform services
• Payment processing
• Shipping, carriers, logistics, and tracking
• Returns and exchange management
• Email, SMS, and marketing communication tools
• Analytics, performance, and advertising tools
• Fraud prevention and security
• Customer support and operational tools

These providers may process personal information only as necessary to provide their services to us and are expected to handle personal information in accordance with applicable data protection requirements.

6. Shipping, Delivery, Returns & Exchanges

To deliver orders and manage returns or exchanges, we may share the necessary order and contact details with shipping carriers, logistics platforms, return platforms, fulfillment partners, and customer support tools.

This may include your name, delivery address, phone number, email address, order number, product details, return reason, and tracking information.

7. Marketing Communications

If you subscribe to our newsletter or agree to receive marketing, we may use your contact details to send updates about products, offers, launches, rewards, and brand news.

You can unsubscribe from marketing emails at any time by using the unsubscribe link in our emails or by contacting us at info@criniere.eu.com.

8. Cookies & Similar Technologies

Our website uses cookies and similar technologies to operate the store, remember preferences, manage checkout, improve performance, understand website usage, and support marketing or analytics where permitted.

Some cookies are necessary for the website to function. Other cookies, such as analytics or marketing cookies, may require your consent depending on your location.

You can manage your cookie preferences through the cookie banner or privacy preferences tool available on this website.

9. International Data Transfers

Some of our service providers may be located outside the European Economic Area or may process personal information in countries outside your country of residence.

Where personal information is transferred internationally, we rely on appropriate safeguards where required, such as adequacy decisions, standard contractual clauses, contractual protections, or other lawful transfer mechanisms.

10. How Long We Keep Your Information

We keep personal information only for as long as necessary for the purposes described in this Privacy Policy, unless a longer retention period is required or permitted by law.

For example:

• Order, invoice, payment, and tax records may be kept as required for legal, accounting, and tax purposes.
• Customer support, return, and exchange records may be kept as needed to resolve issues and protect legal rights.
• Marketing preferences are kept until you unsubscribe or withdraw consent, unless retention is required to maintain suppression records.
• Cookie and analytics data may be retained according to the settings and retention periods of the relevant tools.

11. Your Privacy Rights

Depending on your location and applicable law, you may have the right to:

• Request access to the personal information we hold about you
• Request correction of inaccurate or incomplete personal information
• Request deletion of personal information in certain circumstances
• Request restriction of processing in certain circumstances
• Object to certain processing, including direct marketing
• Request data portability where applicable
• Withdraw consent where processing is based on consent
• Lodge a complaint with a data protection authority

To exercise your privacy rights, please contact us at info@criniere.eu.com. We may need to verify your identity before responding to certain requests.

12. Withdrawing Consent

Where we rely on your consent to process personal information, you may withdraw your consent at any time. Withdrawing consent does not affect processing that took place before consent was withdrawn.

You can withdraw marketing consent by using the unsubscribe link in our emails or by contacting us at info@criniere.eu.com. You can manage cookie consent through the cookie banner or privacy preferences tool on the website.

13. Security

We take reasonable technical and organizational measures to protect personal information against unauthorized access, loss, misuse, disclosure, alteration, or destruction.

However, no method of transmission over the internet or electronic storage is completely secure, so we cannot guarantee absolute security.

14. Children’s Privacy

Our website is intended for general ecommerce use and is not directed at children. We do not knowingly collect personal information from children without appropriate consent where required by law. If you believe a child has provided personal information to us, please contact us.

15. Third-Party Links

Our website may contain links to third-party websites, apps, or services. We are not responsible for the privacy practices, content, or security of third-party websites. Please review their privacy policies before providing personal information.

16. Complaints

If you have a concern about how we handle your personal information, please contact us first so we can review and respond to your concern.

You may also have the right to lodge a complaint with your local data protection authority or the relevant supervisory authority in your country of residence.

17. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our practices, technologies, legal requirements, or business operations. The updated version will be posted on this page with effect from the date it is published.

Contact Us

For privacy questions, requests, or complaints, please contact:

info@criniere.eu.com

CRINIERE EU LOGISTICS, S.L.
CL. Castaños, 8 2 Pta. 7
03001 Alicante, Alicante, Spain