Privacy policy

About This Policy

This policy explains how KELDEN collects, uses and shares personal information when you browse our website, place an order, contact us or otherwise use our services.

For questions about our handling of personal information or to exercise your privacy rights, contact sac@kelden.com.

Information You Provide

Depending on how you interact with us, we collect information you provide when making a purchase, using an account where available, submitting a request or communicating with our team. This may include:

• Your name, email address, billing address, delivery address and any contact details you provide.
• Account details, saved preferences and order history where account functionality is used.
• Products purchased, order value, delivery instructions and return or refund information.
• Payment status, transaction references and information needed to process or verify a payment.
• Messages, photographs and other information you choose to provide when requesting support.

Device and Browsing Information

When you use the website, technical information may be collected about your device and interactions. This can include your IP address, browser, operating system, approximate location derived from your IP address, referring pages, pages viewed and interactions with website features.

Some information is collected through cookies and similar technologies, subject to applicable consent requirements and legal exceptions. Our Cookie Policy explains these technologies and the choices available to you.

Information from Service Providers

We may receive information from providers involved in operating the store, such as payment confirmations, fraud indicators, delivery updates and technical service information. Where applicable and legally permitted, analytics or marketing providers may also supply information about website activity or campaign performance.

How We Use Personal Information

• To process orders and payments, arrange fulfilment and delivery, and manage returns, exchanges and refunds.
• To send order updates and respond to product enquiries or support requests.
• To provide account functionality and remember relevant preferences where available.
• To protect the website, verify transactions and help prevent fraud, misuse and unauthorised access.
• To understand and improve website performance and customer experience where permitted.
• To provide or measure marketing and advertising where applicable and legally permitted.
• To maintain necessary records, comply with legal obligations and establish, exercise or defend legal claims.

Lawful Bases

We rely on the lawful basis appropriate to each use of personal information:

• Contract: to take steps you request before a purchase and to fulfil orders, payments, delivery and related support.
• Legal obligation: to meet applicable record-keeping, consumer protection and other legal requirements.
• Legitimate interests: to operate and protect the store, prevent fraud, handle enquiries and improve services where these interests are not overridden by your rights.
• Consent: where required for particular cookies, marketing activities or other optional processing.

Where information is necessary to fulfil an order or meet a legal obligation, not providing it may prevent us from supplying the relevant service. Optional information is not required to make a purchase unless clearly explained otherwise.

Payments and Security Checks

Payments are handled through the payment services available at checkout. Relevant transaction information is processed by those providers to complete payments, manage refunds and carry out security checks. Please do not send full payment card details by email. Fraud-prevention checks do not remove your applicable data protection rights.

Service Providers and Sharing

Our store uses Shopify. Personal information may be processed by Shopify and other providers as necessary to host and operate the website and support purchases.

Depending on the services used, recipients may include providers of payment processing, fraud prevention, fulfilment, shipping, customer support, website maintenance, analytics and, where applicable, advertising and marketing.

We share information relevant to the service or purpose concerned. Providers processing information on our behalf are subject to appropriate contractual requirements. Some providers may also act independently for their own legal obligations or services, as explained in their privacy notices.

Information may also be disclosed where necessary to comply with law, respond to lawful requests, protect legal rights or support a business transfer, subject to applicable data protection requirements.

Cookies, Analytics and Marketing

Cookies and similar technologies may support essential functionality, remember preferences, measure website performance and, where applicable, measure advertising or provide more relevant marketing.

Where consent is required, the relevant optional technology must not be used without that consent. Where a legal exception applies, we rely on it only subject to its conditions. See our Cookie Policy for further information.

You can opt out of marketing emails using the unsubscribe option in the message or by contacting us. You may object to the use of your personal information for direct marketing at any time. Essential order and service messages are separate from marketing communications.

International Processing

Providers supporting the store may process information outside the United Kingdom. Where this involves a restricted international transfer, the safeguards required by UK data protection law must apply. Contact us if you would like information about safeguards relevant to your personal information.

Data Retention and Security

We retain personal information for as long as reasonably necessary for the purposes described in this policy, taking into account orders, customer support, legal record-keeping duties, disputes and applicable limitation periods. Retention depends on the type of information and the reason it is held. Information is deleted or anonymised when it is no longer required.

We use reasonable technical and organisational measures appropriate to the information and risks involved. No method of online transmission or storage can be guaranteed completely secure. Please protect your account credentials and contact us if you suspect unauthorised activity.

Your Privacy Rights

Subject to the conditions and exceptions under UK data protection law, you may have the right to:

• Access your personal information and receive a copy.
• Correct inaccurate information or complete incomplete information.
• Request deletion of information.
• Restrict certain processing.
• Object to processing based on legitimate interests and to direct marketing.
• Receive eligible information in a portable format.
• Withdraw consent where processing relies on it, without affecting the lawfulness of processing before withdrawal.

Contact us to make a request. We may need proportionate information to verify your identity. We normally respond within one month, with extensions only where permitted by law and explained to you.

You may complain to the Information Commissioner's Office, the UK data protection authority, at ico.org.uk/make-a-complaint. You do not need to contact us first to exercise that right.

Children

Our store is intended for adult customers and is not directed at children. If you believe a child has provided personal information inappropriately, contact us so that we can assess the circumstances and take appropriate action.

Changes and Contact

We may update this policy to reflect changes in our services, processing activities or legal requirements. The current version will be available on the website with its updated date. Where legally required, we will provide additional notice.

For privacy enquiries, contact KELDEN.
Email: sac@kelden.com