Privacy Policy

Privacy Policy

Last updated: 19 March 2022

Who we are

Melvado is responsible for the personal information described in this Privacy Policy.

Registered address: 28 Rue des Tables Claudiennes, 69001 Lyon, France
Dutch Chamber of Commerce number: 18044193
VAT identification number: NL001677119B75
Email: info@melvado.com

This Privacy Policy explains how we collect, use, disclose and protect personal information when you visit our website, contact us, subscribe to marketing communications or place an order.

Information we collect

Depending on how you interact with Melvado, we may collect the following information:

  • your name, billing address and delivery address;

  • your email address and telephone number;

  • details about products you order, return or request a refund for;

  • transaction information, including order value and payment status;

  • customer service messages and other information you provide when contacting us;

  • your device type, browser, IP address and approximate location;

  • cookie identifiers and information about how you use our website;

  • marketing preferences and engagement with our emails or advertisements; and

  • information needed to prevent fraud, secure our services and comply with legal obligations.

Payment information

Payments are processed by Shopify Payments or another payment provider displayed during checkout.

Melvado does not normally receive or store your complete payment card details. Payment providers may collect and process payment information in accordance with their own privacy policies.

How we use your information

We may use personal information to:

  • process payments and confirm orders;

  • fulfil and deliver orders;

  • provide tracking information;

  • manage cancellations, returns, replacements and refunds;

  • communicate with you about your order;

  • respond to customer service requests;

  • operate, maintain and improve our website;

  • prevent fraud, misuse and security incidents;

  • maintain financial, tax and business records;

  • comply with legal and regulatory obligations;

  • measure website performance and customer activity;

  • send marketing communications where permitted; and

  • measure or personalise advertising where you have provided any consent required by law.

Legal bases for processing

Depending on the purpose, we rely on one or more of the following legal bases:

  • performance of a contract with you or steps taken at your request before entering into a contract;

  • compliance with a legal obligation;

  • our legitimate interests, where those interests are not overridden by your rights;

  • protection against fraud, security threats and misuse; and

  • your consent, particularly for non-essential cookies, advertising technology and direct marketing where consent is required.

You may withdraw your consent at any time. Withdrawing consent does not affect processing that took place before consent was withdrawn.

How we share information

We may share relevant personal information with companies that help us operate our store, including:

  • Shopify, which hosts and operates our ecommerce platform;

  • Shopify Payments and other payment providers selected during checkout;

  • The Fulfilment Warehouse Ltd, which fulfils orders in the United Kingdom;

  • Evri, DPD and other delivery providers used for your order;

  • TikTok, where you consent to advertising cookies or related advertising data processing;

  • providers of website hosting, fraud prevention, analytics, customer service and email services;

  • accountants, legal advisers, insurers and other professional advisers; and

  • public authorities, regulators or courts where disclosure is required by law.

Service providers receive only the information reasonably required to perform their services.

We do not sell your personal information for money.

Certain advertising disclosures may be treated as sharing, targeted advertising or a sale under some privacy laws. You can reject or withdraw consent for non-essential advertising cookies through our cookie controls.

TikTok Pixel

We use the TikTok Pixel to measure advertising performance, understand activity following an advertisement and help us create or reach advertising audiences where permitted.

The TikTok Pixel may process information such as:

  • your IP address;

  • device and browser information;

  • pages you visit;

  • products you view or add to your basket;

  • purchases and order values;

  • cookie identifiers; and

  • hashed contact information where enabled and legally permitted.

TikTok advertising technology will not be activated before any consent required under UK or EU cookie and privacy law has been obtained.

You can reject or withdraw consent through our cookie banner or Cookie Preferences control.

Cookies and similar technologies

Our website uses cookies and similar technologies.

Some cookies are strictly necessary for the website, checkout, security and shopping basket to work. These cookies may be used without consent where permitted by law.

Optional cookies may be used for:

  • website analytics;

  • measuring advertising performance;

  • remembering preferences;

  • personalised advertising; and

  • understanding how customers use our store.

Optional cookies will only be activated where legally permitted and after obtaining any required consent.

You can accept, reject or change your preferences through the cookie banner or Cookie Preferences control. You may also remove cookies through your browser settings.

Blocking strictly necessary cookies may prevent parts of the website or checkout from working correctly.

Marketing communications

We may send marketing emails if you have subscribed or if another lawful basis permits us to contact you.

You can unsubscribe at any time by:

  • clicking the unsubscribe link in a marketing email; or

  • contacting info@melvado.com.

Unsubscribing from marketing does not prevent us from sending essential communications about an existing order, payment, return or customer service request.

International data transfers

Melvado is operated from France, fulfils orders in the United Kingdom and uses service providers that may process information in other countries.

Where personal information is transferred outside the United Kingdom or European Economic Area, we and our providers use an appropriate legal transfer mechanism where required.

These mechanisms may include:

  • an adequacy regulation or decision;

  • standard contractual clauses;

  • the UK International Data Transfer Agreement; or

  • the UK Addendum to standard contractual clauses.

Data retention

We retain personal information only for as long as reasonably necessary for the purposes described in this policy.

This includes retaining information to:

  • provide our services;

  • complete orders and refunds;

  • respond to complaints;

  • prevent fraud;

  • resolve disputes; and

  • meet financial, tax, accounting and legal obligations.

Order, transaction and financial records may generally be retained for up to seven years where required by applicable record-keeping laws.

Other information is deleted or anonymised when it is no longer reasonably needed.

Your privacy rights

Subject to applicable law, you may have the right to:

  • request access to your personal information;

  • request correction of inaccurate or incomplete information;

  • request deletion of your information;

  • request restriction of certain processing;

  • object to processing based on legitimate interests;

  • object to direct marketing;

  • receive certain information in a portable format;

  • withdraw consent at any time; and

  • complain to a data protection authority.

To exercise a privacy right, email info@melvado.com.

We may need to verify your identity before completing your request. We normally respond within one month, subject to any lawful extension.

Complaints

If you have concerns about how we process your information, please contact us first at info@melvado.com so we can try to resolve the issue.

You may also complain to the French data protection authority:

Commission Nationale de l'Informatique et des Libertés
Website: cnil.fr

If you are located in the United Kingdom, you may also contact the Information Commissioner's Office:

Website: ico.org.uk

Children's privacy

Our store is not directed to children under 16, and we do not knowingly collect personal information from children under 16.

Purchases should be made by an adult or with the involvement of a parent or legal guardian.

We do not knowingly use personalised advertising to target people under 18.

Data security

We use reasonable administrative, technical and organisational safeguards designed to protect personal information.

However, no method of electronic transmission or storage is completely secure. We cannot guarantee absolute security.

Third-party websites

Our website may contain links to third-party websites or services.

We are not responsible for the privacy practices of websites or services that we do not control. You should review their privacy policies before providing personal information.

Changes to this Privacy Policy

We may update this Privacy Policy to reflect changes to our services, providers, technologies or legal obligations.

The latest version will be published on this page with an updated revision date.

Contact us

For questions, requests or complaints relating to privacy, contact:

Melvado
28 Rue des Tables Claudiennes
69001 Lyon
France

Email: info@melvado.com
Dutch Chamber of Commerce number: 18044193
VAT identification number: NL001677119B75