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Privacy Policy

Privacy Policy of S’whales B.V.

Last updated on December 10, 2023

When you place an order, we need your data to ensure the delivery of your purchase. Be assured, that we handle your personal information with utmost care, prioritising its security. Here, we transparently detail how we use your personal data and why it’s essential. If you have any questions after reviewing our privacy policy, feel free to reach out to our customer service. This privacy policy is subject to occasional updates to align with emerging developments. The most recent version can be accessed on this page at www.swhales.eu. We recommend checking this privacy policy regularly to stay informed about any changes. The latest modification date will always be visible above on this page.

Who is responsible for processing your personal data?

S’whales B.V. (hereinafter “S’whales”, “swhales.eu”, “platform”, “we”, “us” or “our”), a company registered in the Trade registry of the Chamber of Commerce and having its address at Zandheuvel, 52-B, 4901HW Oosterhout, The Netherlands, is responsible for processing your data, such as described in this privacy policy. We collect your data in a manner that complies with the General Data Protection Regulation (“GDPR”), the Dutch telecommunication law, and all other relevant legislation currently in effect.

When does this privacy policy apply?

This privacy policy applies to all personal data S’whales processes from anyone who has (had) contact with swhales.eu, such as our visitors, customers and business contacts, on all domains related to swhales.eu.

What is personal data?

Personal data refers to any information that can be traced back to you as an individual. This includes, but is not limited to, your name, phone number, address, or email address. Additionally, data such as your IP address or swhales.eu customer number qualifies as personal data. Unique identifiers specific to you, such as your S’whales order history or browsing behaviour, are also considered personal data.

From whom do we process personal data and how do we obtain this data?

We process the personal data of anyone who has (had) direct or indirect contact with swhales.eu, such as (business) customers and contacts of partners.

We receive the data directly from you when you visit our website, create an account, and enter specific information, or when you contact our customer service.

In certain instances, we may receive your data from third parties. For example, if someone sends a gift directly to you, your name and address details may be forwarded to us. We may also receive data from other parties if you have permitted them to provide certain information to us.

What data do we process about you, what do we use it for and how long is it kept?

Data for processing your order

When you order items, subscriptions or services via our website, we require certain data from you to process and deliver your order as well as to keep you informed about your order status. We also need this information for any returns, exchanges, or refunds.

For this purpose, we collect your name, e-mail address, address(es), billing address(es), payment details, and your telephone number.

The data are necessary to execute the agreement you have concluded with us (or with one of our sales partners).

Data for processing an order from a third party, for which the delivery address is your own address

When someone sends a gift directly to you, we receive your name and address details from them. S’whales needs this data to deliver the order.

Customers and business customers can also buy gift cards via our gift card website. They can ask swhales.eu to send the gift cards directly to the recipients (designated by the (business) buyer). If you are one of those recipients, S’whales receives from the (business) customer your name and address details (if the gift card is sent by post) or your name and e-mail address (if the gift card is mailed). This data is needed by swhales.eu to be able to deliver the order. S’whales stores this data for a maximum of one year.

Your account data

In your personal account, we store various data, including your name, addresses (delivery, billing, and home/business), phone number, email address, client number, payment information, gift cards, and invoices.

If you give your consent during the order process, we retain the data of the card used for payment through our partner, Stripe. This allows you to directly use the same card for future orders without having to re-enter all the details. The stored card data can only be viewed and deleted in your account. Note that to ensure the security of your payment methods, this information is not directly stored on our servers but on those of Stripe. Furthermore, the details of your payment methods, such as your card number and CVC, are anonymised and not accessible by S’whales or our partners. If you delete your S’whales account, this payment information will also be deleted on Stripe.

In your account, we will also keep a record of your order history, including chosen delivery options, especially for digital items and subscribed subscriptions.

We also record your indicated interests in your account, such as your wishlist, potentially linked applications on swhales.eu, and your preferences regarding emails, language, and customisation.

This is our commitment to customers: to make their lives easier and more enjoyable. Hence, we retain the data in your account as long as you remain an active customer. However, please note that if you do not log in for 10 years, we will delete all your data. You can also request data deletion from your account at any time through this link.

Data about your contact with customer service

You can contact customer service 24 hours a day, 7 days a week. However, please note that we will respond to your requests within a timeframe ranging from 48 hours to 1 month, depending on the urgency of the request. Our team is limited and unable to respond to all requests immediately, but we strive to address all urgent requests as quickly as possible. You can send us an email or a message via social media platforms such as Facebook and Instagram. We may use the phone number in your customer account to identify you when you call our customer service. Our consultants can then address your request directly. We use the data stored in your account to contact you following your request or complaint.

We can assist you more quickly the next time you contact us by saving your data. That is why we keep comments from your interactions with us and our business partners for as long as you are active on swhales.eu. Our business partners do not have access to your email address during your interactions related to your assistance requests in the “Shops Support” tab of your account, nor in the “Returns & Refunds” tab. This is to ensure the confidentiality of your data.

If you send us a private message via Instagram or Facebook, we will retain these messages for a maximum period of 5 years. If you get in touch with us through our website swhales.eu, the message history will be kept for a maximum period of 10 years. During this period, you can review the entire conversation in your email inbox or request a transcription of these messages

Customer service may also use the data in your account regarding your purchases to offer you extras after you have contacted us. This is our way of expressing gratitude for your commitment to our planet and thanking you for being a part of our customers.

Data to provide an optimal shopping experience

Sometimes, a little help is just what you need to find exactly what you’re looking for. But, of course, it all starts with a functional website so you can shop simply and efficiently. To achieve this, during your visit to swhales.eu, we keep your IP address, information about your web browser, your language preferences, and details about the operating system settings of the computer or mobile device you use to browse and make purchases.

Items recommendations are made based on the overall behaviour of our customers and statistics. If you grant us permission to use your personal preferences, we can tailor swhales.eu to be as relevant as possible for your use (referred to below as “your own” swhales.eu). Always with your consent, we can ensure that you see more relevant ads on swhales.eu, both within and outside our platform, and send you personalised messages. Below, you’ll find more detailed explanations about the data we use to personalise your experience.

Improving the shopping experience based on general information and sales statistics

When you browse an item on swhales.eu, you will also see other items that we recommend (through titles like “You may also like” or “Often bought together”, for example). These recommendations are based on the item or category you are currently viewing. Our statistics show that customers who purchased this particular item were also interested in other similar items. These recommendations are not personalised, so all customers viewing this item will receive the same suggestions. That’s why these recommendations are always displayed, even if you haven’t opted for a personalised experience on swhales.eu. If you’re looking for a specific yarn ball, you will see, like all our customers, matching yarn balls or hooks. Based on your search criteria, we can suggest other frequently searched terms. You often encounter this little “helping hand” in physical stores as well: similar or related items are often grouped together. The salesperson also knows the popularity of certain items and the purchases of other customers who visited the store before you.

Your own swhales.eu

As long as you allow us, we can offer you an even more personalised experience of our store. Just like in your favourite shop, where the seller knows you and doesn’t hesitate to recommend targeted items based on your previous purchases and preferences. It’s the same with us: we tailor our recommendations and our store to your preferences. These personalised recommendations are based on an “interest profile” that we create based on your searches or purchases, items on your wishlist, and categories or items that generate the most interest for you. You will find more information on how we create this profile a bit further down, in the section “How do we establish your interest profile?”.

We don’t use our customers’ data to show different prices to our customers. However, it’s possible that the prices of certain items have changed between two of your visits, and prices may vary between the Netherlands, France, and Belgium (due to VAT and order delivery costs).

If you have opted for a personalised experience, we will try to only show you ads that align with your interests on swhales.eu. If your profile seems to indicate an interest in sewing, for example, you will see ads that we consider relevant to sewers and sewing enthusiasts. If you have not opted for personalisation, you will continue to see ads, but they may be less interesting to you.

A bit further down, you will find some information on how we use your data for displaying personalised ads outside of swhales.eu, in the section “Personalised ads outside of swhales.eu”.

If you do not appreciate (or no longer appreciate) having your own swhales.eu, you can modify or withdraw your consent at any time by contacting us here. Your modified preferences will be activated in our systems within two weeks.

Personalised messages: emails and notifications

We occasionally negotiate exclusive limited offers, special promotions, and other news just for our customers. We want to share them with you by keeping you informed through email.

If you have an account with us and have already placed one or more orders, we will send you personalised recommendations via email. These suggestions and information are based on your purchases, reviews, and the stores you are subscribed to on swhales.eu. We will only send you messages via email if you have indicated that you wish to receive them and/or if you follow the relevant stores. To personalise these messages, we examine your order history and your behaviour in terms of searches, clicks, and the shops you follow on our website. We have a legitimate interest in doing so. Our goal is to advise you correctly by offering relevant products based on your preferences. We also encourage you to share your personal experience, always with the aim of improving our offers to meet your needs. If you no longer wish to receive these emails, you can always unsubscribe from “personalised recommendations” by sending us a message here. If you no longer wish to receive emails about your favourite stores, you can unsubscribe from the stores by clicking directly on the “Following” button on the pages of the relevant stores.

If you sign up, we can also send you other information (via email or notification in your S’whales account) about promotions, news, and inspirational pages. This includes newsletters containing our daily promotions, special offers, as well as personalised recommendations and information. With your consent, we customise the content of these messages based on your purchases and your browsing history over the past 3 years (at most). To do this, we also use general information from your account, such as your address or the stores you follow. If you no longer wish to receive these messages or want to modify your preferences, send us a message directly here.

It is only possible to send you personalised recommendations and information if you have opted for your own version of swhales.eu. These personalised messages are indeed based on your profile and the interests we have established. The choice to benefit from a personalised version of swhales.eu can be modified or withdrawn at any time.

In our email communications and notifications, we use technologies that can inform us if you read our messages and on which links you click inside them. This is only for analytical purposes, to evaluate the read rate of an email, for example. It is only with your consent that we also use this information to make our communications more relevant, especially for you. This consent can be withdrawn at any time.

Personalised advertising outside swhales.eu

Swhales.eu and its advertising networks and media agencies (also called “media partners”) may display personalised advertisements on websites outside of swhales.eu as long as you have given permission. This personalisation relies on the interests we have targeted for your profile. If you want to know more about how these profiles are established, read the section “How do we establish your profile of interests?”. Our media partners are listed below on this page, in the “media partners” section.

Some cookies and an advertising reference associated with your device allow us to recognise you outside of our platform, as long as you have allowed the use of your click and navigation history for personalised advertisements outside of swhales.eu. We can also use a unique encrypted code generated with an email address if you have allowed personalised advertisements based on your orders and general account information outside of swhales.eu. In addition to this unique code, we also share one or more segments in which swhales.eu has classified you (“climbing fan”, for example) with our media partner to show you relevant advertisements outside of our platform, whether they come from swhales.eu directly or from one of our advertisers. Segment names are titles we give to groups of customers with similar interest profiles.

In case you have not allowed personalised advertisements outside of swhales.eu, advertisements will still be displayed (including those of swhales.eu). However, they will not be based on the data we have about you.

How do we establish your interest profile?

In order to offer you a fully personalised experience on swhales.eu (messages, advertisements on and off our platform, …), we first need to determine your interests. This is done by gathering various information at our disposal and classifying it into one or more fields of activity (“knitting”, for example). But always with your agreement, of course!

You can determine for yourself which data we are allowed to use to determine your interests: your browsing and search history based on cookies, and/or your orders and the general information in your customer account.

In the first case (personalisation based on your browsing history and clicks), this data is collected using cookies and similar technologies, or a unique code associated with the mobile device from which one you visit us. If you want to learn more about cookies, we encourage you to read our dedicated page on this topic.

In the second case (personalisation based on your orders and the general information in your customer account), we cross-reference your browsing and click history with the information we have about your orders and customer account data. By “general account data”, we mean the personal information you have provided in your account, such as your address, the date of creating your customer account, and your personal preferences. To determine your profile of interests, we then analyse what you have consulted or purchased from us previously, what is on your wishlist, and the interests you have shown for certain items or categories on our platform. This way, we can avoid recommending items you have already purchased. Following the same logic, content that interests you less will not be prominently featured or listed in the top position on the site. However, we do recommend products you might need again based on your previous purchases, such as sewing thread, for example.

You can indicate your personal preferences in several different places. Perhaps one day you’ll want to stay informed about our latest offerings, but not the next. Maybe one day you’ll want to complete your wishlist but wish to delete it another day. These preferences can be activated or deactivated at any time.

We do not go back further than 3 years in the past when compiling your information for personalisation. However, for children’s items, we permit ourselves to go back up to a maximum of 7 years to provide you with a tailored experience at each stage of your child’s life. We retain the creation date of your swhales.eu account until you are no longer a customer with us.

The data we use to determine your areas of interest can be modified at any time by changing your account settings.

In your mailbox

You might, in certain instances, receive a letter or a parcel from us, expressing our gratitude for your dedication to our planet and thanking you for being a valued customer. We are cautious about sending physical mail as part of our commitment to minimise our carbon footprint. Hence, you will only receive such correspondence in specific situations. Drawing upon your purchases, browsing history, or interactions with our customer service or one of our sales partners, we may choose to send you a letter or a parcel. If you prefer not to receive mail from us, you can opt-out. To do so, refer to the section “What rights can I exercise over my data?”.

Data from NPS surveys and market research

We are continually enhancing our website to improve our services and further tailor our offerings to the specific needs of our customers, partners, sellers, and suppliers. Consequently, we may utilise your data (email address and, if applicable, your customer number) to extend an invitation for your voluntary participation in an NPS survey or a market study. NPS is a method employed to assess the satisfaction of our customers, and these studies may also be conducted by third parties. Your involvement will contribute to refining our website and offerings, ensuring they better align with your expectations and requirements.

Participation in a market study or satisfaction survey is entirely at your discretion. You decide whether you wish to partake in the study. The retention period for your data related to the results of the market study or NPS survey varies from one study to another and is specified in each survey. We may also share the survey results with one of our sales partners or customer service providers, but only if your feedback in the survey is related to an interaction with one of these two parties. This way, they too can derive value from your constructive feedback to enhance their services. Following the submission of your feedback, our partners have 30 days to contact you for further discussion.

Analyse

We analyse the results of market studies, customer satisfaction surveys, as well as click, purchase, and interaction with special actions behaviours. This enables us to know better our customers and understand better how they use our services. We can use this data, among other things, to enhance the positioning of our brand, improve our services, and optimise our campaigns. We may share our analysis results with our business and media partners. We ensure that all our analyses are communicated only at an aggregated level. This means that the results cannot be identified or associated with individual customers in any way and they are also not used for personalised statements. We do this solely in our legitimate interest.

Data for reviews and ratings

We love reviews. And so do our customers. Reviews, just like ratings, are very useful to help you find what you’re looking for.

We only publish reviews with your permission. When you write a review, you agree that your name, review, rating, and the date of its publication will be visible on our website, meaning that anyone visiting swhales.eu can see this information. You can also use a pseudonym instead of your name. By submitting a review, you consent and authorise us to contact you regarding the review, the product, and the relevant shop. However, leaving a review does not obligate you to respond if we contact you about it.

Only users with an account on swhales.eu who have purchased the relevant product on swhales.eu can write a review. Thanks to this restriction, we can ensure the transparency and reliability of reviews published on our website and make them more objective. We can verify if you have purchased the product on swhales.eu by using the information recorded in your orders, in your swhales.eu account.

It is also possible to write an evaluation about swhales.eu’s sales partners. If you place an order on swhales.eu from one of our sellers, you will receive an email afterward inviting you to evaluate our partner, and you will be able to publish your review on the concerned seller’s shop. Like product reviews, store reviews can only be written by customers of the relevant shops, always with the aim of ensuring transparency and reliability of the reviews published on our website.

As reviews are valuable for customers, we keep a review until you ask us to delete it or until we delete it ourselves based on the conditions regarding reviews.

Data for contests and promotions

If you participate in a promotion or contest, we will ask you for various details such as your name, address, and/or email address. We need this information to successfully conduct the promotion and to announce the winner(s) of the prize.

We collect this data only with your permission. If you agree, we may also use the information you share with us in the context of a contest or promotion for other purposes. You can precisely know the purposes for which we use your data and how long we retain it within the framework of the rules of the specific contest or promotion.

Data for combating fraud

Nobody wants to face security incidents and fraud, and neither do we. We therefore use personal data to investigate, prevent and counter unauthorised access and fraud.

In case of suspected fraud or abuse, we will retain certain data. We do not keep this data longer than necessary.

Social media data

If you use social networks such as Facebook, you can use the “Like” and “Share” buttons on swhales.eu to share items that you like, find useful, or practical with your friends on your social network account. S’whales does not have any access to your social network account.

When you create an account on swhales.eu using your social media account, such as Facebook and Google, only your email address, public name and profile picture will be collected by swhales.eu. This information is used to create and manage your account on swhales.eu. We do not have access to any other information from your social media account.

We recommend that you read the privacy policy of the social networks on which you have an account to understand how your data is used and how you can modify your settings.

With whom is your data shared?

Business partners

When you place an order with one of our business partners via swhales.eu, the seller receives your name, delivery address, any order notes you added on the checkout page,  and your language preferences. The vendor needs this information in order to fulfil the contract you have concluded with them. If this is necessary for delivery, for example, to make an appointment for delivery, the sellers concerned will also receive your telephone number only if and once you have provided us with your consent. If you contact the sales partner by telephone via our customer service, the sales partner may call you back within 30 days of the last contact. 

The sales partners will also receive your order number. This enables them to assess and process returns of unsaleable items correctly and to improve their range and services accordingly. A sales partner may have several business accounts. In this case, the partner concerned can also share its data with the other sales accounts belonging to it. This allows the supply chain to combine orders placed with the same seller via different sales accounts into a single package and send you just one invoice.

If you request a VAT invoice from a sales account to a business partner, the seller will receive the name of your company, the address of your place of business, and your Chamber of Commerce number.

If you ask the shop a question via the contact form on swhales.eu, the seller can reply to you within 30 days of filling in the form to answer the question. If you have entered a telephone number, we will not share your telephone number with the seller until you have explicitly requested it by contacting our customer support. After you have made contact with the sales partner, we may ask you what your experience was like.

When you ask our customer service about an order placed with a business partner, we will pass on your customer service contact to that business partner if we need their help in answering your question. This information will remain available to the sales partner so that they can check which agreements have been made with you.

Sales partners may contact you themselves proactively up to 5 years after a purchase in order to resolve any issues with an item ordered. For 5 years, they therefore have access to the details of the item in question, your order number and your name.

Distribution and logistics partners

In order to process your order, our business partners may collaborate with distribution partners. These entities receive your order number, name, and delivery address to ensure they can handle your package correctly.

They can collaborate with various logistics partners, such as PostNL, DPD, and DHL to ensure the delivery of your orders. Our logistics partners receive your contact information as well as your delivery/billing address. This information is necessary for them to ensure the delivery of your package to the desired address and to keep you informed about the delivery progress via email, SMS, or through an application. This also gives you the option to potentially utilise additional services offered by these partners (such as delivery to a different address, for example).

The logistics partner, as an independent and responsible third party, is bound by the execution of this confidentiality agreement. For more information on how your data is used by a specific logistics partner, we will refer you to the privacy policy present on the partner’s website.

Media partners

Subject to your authorisation, some of your data will be shared with our third-party media partners listed below. It is also possible that we may receive data from them if you have authorised them to transmit it to us. For more information about these third parties, we invite you to refer to the various privacy policies on their respective websites.

Overview of our media partners:

Other external service providers

We may also reach out to other external service providers to assist us on various fronts. At times, they may also need personal data for this purpose. We only share the necessary data for the mission that the external service provider carries out for us. We do not sell your data to these service providers or other third parties. And we enter into agreements with all external service providers, in which we agree on what they can do with the data.

The types of activities that our external service providers perform for us are as follows:

  • Supporting the provision of our digital services, such as hosting, maintenance, and assistance for our websites and applications.
  • Ensuring the support and assistance for our customer service.
  • Contributing to our advertising and marketing campaigns.
  • Participating in customer studies and obtaining evaluations and reviews.
  • Ensuring the customisation of our marketing messages and optimising the performance of our shopping experience.
  • Providing financial services, such as accounting, payment services, debt collection agencies, and credit information agencies.
  • Facilitating telephone contacts between our consumers and business partners.
  • Contributing to the conduct of research and analyses aimed at improving our services.
  • Helping us comply with legal obligations.

If you want an overview of our external service providers, you can make the request here.

The authorities

We may need to disclose personal data to the government. This can happen primarily if certain government agencies require these data to carry out their legal duties, such as tax authorities. The police or judiciary may also need specific data in cases of fraud or abuse. Finally, some regulatory bodies may have access to personal data as part of an investigation.

With other companies

If you wish, we will also pass on your personal data to other companies, for example, if one of our business partners has an offer for S’whales customers. We will only do this with your explicit permission.

At the request of an insurance company or cashback organisation, S’whales invoices may be checked for authenticity. We may also check whether items on swhales.eu have been returned. In these cases, we may share this billing and product information with the insurer or organisation responsible for the cashback action in order to counter illegal behaviour such as the use of falsified S’whales invoices.

How do we process the data of our business partners?

We treat the data of our suppliers and business partners with the same care as the data of our customers. This privacy policy therefore also applies to our suppliers and business partners.

Your Seller account data

In your seller account, we securely store various details essential for verifying your company and your identity, managing and processing your orders and enhancing your overall selling experience. This data includes your business name, the name of the contact person at your company, addresses (business location, billing, and correspondence), phone number, email addresses (of the contact person and your business), copy of the contact person’s ID, business identification number with the Chamber of Commerce of your country, payment details, company bank details, VAT number, the sustainable labels and certifications your companies and products hold, along with transaction records. We may also use your company registration number and VAT number for market research purposes. We also make use of publicly available data about your company, such as the data registered with the Chamber of Commerce.

If you act as a contact person for one of our suppliers, we keep your contact data and the supplier for whom you work. We use this information to contact you as part of our collaboration and to send you service emails. If you have agreed, we may also send you commercial messages. Your data will be retained during our collaboration with the respective supplier unless you request deletion by emailing our sales department.

When you agree to create your shop and sell your products on our platform, we retain the necessary data for processing transactions through our trusted payment partner, Stripe. This ensures a seamless and well-secured process, allowing you to manage your sales and payments efficiently. The stored payment information can be accessed and managed exclusively within your Stripe account, created during your Seller onboard on S’whales. It is important to note that, to uphold the security of your financial information, these details are not directly stored on our servers but are securely managed by Stripe. Furthermore, the details of your payment methods, such as your card number and CVC, are anonymised and not accessible by S’whales.

Moreover, specific details related to your listed products, such as stock levels, pricing, and shipping options, are recorded in your seller account. This comprehensive record includes your sales history, chosen delivery methods, and subscription to any additional seller services. When you make changes to the content of an item, these changes including your seller name on swales.eu, are visible to other sales partners, suppliers and by S’whales.

S’whales has access to the data present in the account of the professional sales partners in order to assist them if necessary with their orders, account, and customer support requests.

Just as we are committed to making our customers’ experiences enjoyable, we strive to provide our sellers with a high-quality level of services to enhance their experience on our platform. We retain your seller account data as long as you remain an active participant on our platform. However, should your account be inactive for a period of 10 years, we will proceed to delete all associated data. You can also initiate a request for data removal of your seller account at any time through this contact form.

How do we process the data of our potential business partners ?

If you have contacted us via our website, we may use the data you have entered (the name of your company, the name of your company’s contact person and the e-mail address) to conduct market research about your company and products. This research enables us to accurately answer your questions according to your business needs and industry. If you provide your phone number, we might use it to contact you directly and inform you about selling opportunities via swhales.eu. 

We keep this information for 2 years so that we can assess whether you have eventually become a business sales partner of S’whales. If you have indicated that you would like to receive it, we will send potential sales partners additional information about selling services via our platform from time to time via the e-mail address you have provided. If you prefer not to receive this information, you can unsubscribe by contacting us or by replying directly to the email. Unless you indicate after 2 years that you want to continue receiving emails, we will delete your email address.

Where do we store your data?

We store your data within the European Economic Area (“EEA”). However, some of the data we collect may be transferred to or stored in a destination outside the EEA, for example because one of our external service providers is located there. If this is the case, we will ensure that this is done in a secure and lawful manner. S’whales will take appropriate measures in such cases to ensure that your data is protected to the best of its ability, in particular by ensuring that recipients comply with the standard data protection clauses established by the European Commission. If you have any questions on this subject, you can contact our Data Protection Officer by email.

How is your data protected?

S’whales employs various measures to secure your personal data, both organisationally and technically. We utilise cutting-edge technologies to safeguard the S’whales platform and collaborate closely with our technology partners. Their teams of specialists diligently secure our systems and search for vulnerabilities on a daily basis. External experts also conduct regular security testing. All payments are securely processed through the Stripe platform to safeguard your payment methods. Transaction payment details are not stored directly on our servers but on those of Stripe. Through stringent access control, we ensure that your personal data is accessible only to employees who require it for their work. If any of our business partners, such as accountants, need access to your data, rest assured that we ensure they handle it with the same care. If you ever have concerns about the handling of your data, please inform us through our customer service.

How do we process data relating to children?

Our services are not intended for children. This means that customers under the age of 18 may only use swhales.eu with the authorisation of a parent or guardian.

What rights can you exercise in relation to your data?

Right to information

You have the right to receive a clear, understandable, and transparent explanation of how we process your personal data and the rights you can exercise in this regard. This privacy policy provides a detailed explanation of the data we collect from you and how we process it.

Right to consultation

At any time, you have the right to request access to the data we hold about you. You can submit this request through this contact form. Such requests will be processed within a maximum period of 30 days.

Right to correction

You have the right to have your personal data corrected if it is incorrect or outdated and/or to have it completed if it is incomplete. You can do this 24/7 in your account.

Right to object

You have the right to object to the processing of your data if you disagree with how we handle your personal information. This right applies to data used for direct marketing purposes. For instance, you can inform our customer service that you no longer wish to receive correspondence from us. You can also request us to cease using your data for personalised recommendations on the website. To do so, you can simply respond to one of these emails, indicating your preference not to receive them, or send us a message here. Additionally, this right extends to other data we process based on our legitimate interests. For example, you can choose to be forgotten and have data related to your browsing and search behaviour permanently erased. You can email us for this purpose. We process such requests within a maximum period of 30 days.

Right to data portability

You have the right to receive the data that you have communicated to us in the context of the contract(s) you have entered into with us in a machine-readable format. This allows you to store it in a database belonging to you or another party. This data includes your name, address, place of residence, and order history. We provide the option for you to get this data in a machine-readable format by sending us a message here. We process such requests within a maximum period of 30 days.

Right to restriction

You have the right to request restrictions on the processing of your data. This means that we can keep your data, but not use it. This right arises in several cases. If you believe this is the case, you can contact us via the Customer Support department.

Right be to forgotten / Request for account deletion

You have the right to request the deletion of any data we hold about you. Upon your request to delete your account, which you can initiate by sending your request to our customer support team, we will remove all data that can be traced back to you, except for information we are obligated or permitted to retain under applicable law.

Please note that we may not be able to fulfil this request in the presence of outstanding orders or invoices, or if legal provisions authorise us to retain your personal data despite a deletion request — for instance, in cases of suspected fraudulent account activity. After a period of 10 years without any login activity, all your data, including your account, will be automatically deleted. You can also initiate a deletion request through this contact form. We process such requests within a maximum period of 30 days.

Right to file a complaint

You have the right to file a complaint about the way we handle your data. We encourage you to first attempt to resolve the issue directly with us by contacting our customer support service. If, however, you are not satisfied with the resolution, you also have the right to submit a complaint directly to our Data Protection Officer here. Additionally, you have the right to escalate your complaint to the local Data Protection Authority in your country.

Changes to this privacy policy

S’whales may modify or update its privacy policy from time to time. We will notify you of any changes by posting the new privacy policy on this page. You are advised to review this privacy policy periodically for any changes. Changes to this privacy policy are effective when they are posted on this page.

Any more questions ? Contact us

If you still haven’t found the answer to your question after reading our privacy policy, or if you have other questions about how S’whales handles personal data, feel free to contact our customer service. We’ll be happy to assist you.

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