Privacy policy

E-COMMERCE PLATFORM PRIVACY POLICY

This E-commerce Platform Privacy Policy explains how Zanclea collects, uses, stores, shares, protects, and otherwise processes personal information when you access or use Zanclea’s e-commerce platform, online store, checkout process, customer account features, payment flow, order processing services, delivery services, returns, refunds, customer support channels, and purchase-related communications.

For the purposes of this policy, “Zanclea,” “Company,” “we,” “us,” or “our” refers to Zanclea, the brand and e-commerce platform operated by Zanclea BV, and “you” or “your” refers to any customer, purchaser, account holder, website user, or person who interacts with the e-commerce platform, places an order, makes a payment, requests delivery, initiates a return, requests a refund, or contacts us in connection with a purchase.

This policy applies to personal information processed in connection with e-commerce activity, including customer accounts, product purchases, checkout, payment processing, order confirmation, order fulfilment, shipping, delivery, tracking, returns, refunds, complaints, defective or incorrect product claims, fraud prevention, customer support, and purchase-related service communications.

This policy does not govern general browsing, visitor analytics, contact forms, newsletter subscriptions, or general website interactions processed through the WordPress website, except where such information becomes connected with a purchase or e-commerce transaction. Those activities are addressed separately in Zanclea’s WordPress Website Privacy Policy.

This policy should be read together with Zanclea’s Terms and Conditions, Shipping Policy, Cookie Policy, WordPress Website Privacy Policy, and any checkout, payment, delivery, return, refund, or customer notice made available on or through the e-commerce platform.

Zanclea is committed to handling personal information in a fair, lawful, transparent, and secure manner, in accordance with applicable privacy and data protection laws, including the General Data Protection Regulation and applicable Dutch data protection laws.

This policy is intended to provide the information required under applicable privacy laws, including information about the categories of personal information collected, the purposes of processing, the legal bases relied upon, the categories of recipients, international transfer safeguards, retention periods, and the privacy rights available to individuals.

Nothing in this policy is intended to exclude, restrict, or limit any privacy, data protection, consumer, or statutory rights available to you under applicable law.

1. PERSONAL INFORMATION WE COLLECT

1.1. When you access or use Zanclea’s e-commerce platform, online store, checkout process, customer account features, payment flow, order processing services, delivery services, return process, refund process, or purchase-related customer support channels, we collect personal information that is necessary to process your purchase, fulfil your Order, provide customer support, comply with legal obligations, and protect our platform and business operations.

1.2. The personal information you provide directly may include your name, email address, phone number, billing address, delivery address, customer account details, login details, Order details, delivery instructions, return or refund request details, customer support messages, complaint details, defective or incorrect Product claim details, and any other information you provide when using the e-commerce platform or communicating with us about a purchase.

1.3. We may collect transaction and payment-related information connected with your Order, including the Products purchased, Order value, currency, payment status, refund status, billing information, payment method type, transaction identifiers, invoice details, tax-related information, and fraud-prevention signals. Full card numbers or complete payment credentials are generally processed by third-party payment providers and are not intended to be stored directly by Zanclea.

1.4. We may collect fulfilment, shipping, delivery, return, and refund information, including delivery destination, shipping method, tracking information, carrier updates, delivery status, failed delivery details, return authorisation information, return reason, return tracking information, refund amount, refund method, and communications relating to delivery, returns, refunds, or Product issues.

1.5. Where you create or use a customer account, we may process account-related information, including account registration details, login credentials or authentication information, saved contact details, saved addresses, Order history, account preferences, and account-related communications.

1.6. We may collect technical and usage information when you interact with the e-commerce platform, including IP address, device type, browser type, operating system, approximate location based on IP address, session information, checkout interaction data, cookie identifiers, platform logs, fraud-prevention data, and information about how you interact with the online store, checkout flow, customer account features, or purchase-related pages.

1.7. Where you contact us about an Order, Product, delivery issue, Return, Refund, complaint, or customer support matter, we may process the information contained in your communication, including supporting documents, photographs, packaging details, tracking information, and other evidence you provide to help us assess and resolve the issue.

1.8. We may also process purchase-related communication preferences, including service communication records, consent records, opt-in or opt-out preferences, abandoned checkout communication preferences, and records of purchase-related notices sent to you.

1.9. We do not intentionally collect special category personal information through the e-commerce platform. You should not submit sensitive or special category personal information unless we specifically request it and confirm that it is necessary for your request. This includes information relating to health, biometric data, racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, sex life, sexual orientation, or similar protected categories under applicable law. If you voluntarily provide such information in a customer support message or return request, we will process it only to the extent necessary to review, respond to, or manage your request, or as otherwise permitted by applicable law.

1.10. This E-commerce Platform Privacy Policy applies only to personal information processed in connection with e-commerce activity. General browsing, website enquiries, contact forms, newsletter subscriptions, and visitor analytics processed through the WordPress website are addressed separately in Zanclea’s WordPress Website Privacy Policy.

2. HOW WE COLLECT PERSONAL INFORMATION

2.1. We collect personal information through the e-commerce platform in different ways, depending on how you use the online store, place an Order, make a payment, request delivery, initiate a Return, request a Refund, or communicate with Zanclea in connection with a purchase.

2.2. We collect personal information directly from you when you voluntarily provide it during the e-commerce process. This may happen when you create or access a customer Account, add Products to your cart, complete checkout, provide billing or delivery information, make a payment, request order support, submit delivery instructions, initiate a Return, request a Refund, report a defective, damaged, incorrect, or non-conforming Product, or contact customer support.

2.3. We may collect personal information automatically when you interact with the e-commerce platform, checkout pages, customer account features, order pages, payment flow, delivery tracking features, or return and refund tools. This may include technical and usage information such as your IP address, device type, browser type, operating system, approximate location based on IP address, session information, checkout activity, platform logs, cookie identifiers, fraud-prevention signals, and information about how you interact with the online store.

2.4. We may receive personal information from Third-Party Service Providers involved in the e-commerce process. These may include e-commerce platform providers, payment processors, fraud-prevention tools, fulfilment providers, warehouse providers, postal service providers, courier providers, delivery partners, return-management tools, customer support tools, analytics tools, and other operational service providers used to process Orders and support customer transactions.

2.5. We may receive order, payment, fulfilment, delivery, return, refund, and customer support information from service providers where necessary to complete your purchase, confirm payment, fulfil your Order, arrange delivery, process a Return or Refund, investigate a delivery issue, handle a Product complaint, prevent fraud, or comply with legal and accounting obligations.

2.6. Where a third-party service provider processes personal information on our behalf, it acts as a processor or service provider for the relevant e-commerce function. Where a third-party platform independently determines its own purposes and means of processing, that platform may act as an independent controller, and its own privacy notice will apply.

2.7. This E-commerce Platform Privacy Policy applies only to personal information processed in connection with e-commerce activity. General browsing, website contact forms, newsletter subscriptions, and general visitor analytics processed through the WordPress website are addressed separately in Zanclea’s WordPress Website Privacy Policy.

3. HOW WE USE PERSONAL INFORMATION

3.1. We use personal information processed through the e-commerce platform for purposes connected with operating the online store, processing Orders, accepting payments, arranging fulfilment and delivery, handling Returns and Refunds, providing customer support, preventing fraud, complying with legal obligations, and protecting Zanclea’s rights and business operations.

3.2. We use your personal information to create, manage, and support your customer Account, where applicable. This may include registering your Account, authenticating access, maintaining your saved details, showing Order history, managing account preferences, responding to account-related requests, and helping you access or update your Account information.

3.3. We use personal information to process and manage Orders placed through the e-commerce platform. This includes confirming Order details, checking Product availability, issuing Order Confirmations, preparing invoices or receipts, communicating Order status, processing cancellations where applicable, and maintaining purchase records.

3.4. We use billing, payment, and transaction-related information to process payments, confirm payment status, detect payment errors, process refunds, prevent payment fraud, manage chargebacks or disputes, and comply with accounting, tax, and record-keeping obligations. Full payment card numbers, card security codes, and complete payment credentials are processed by third-party payment providers and are not intended to be stored directly by Zanclea.

3.5. We use delivery and fulfilment information to arrange packing, dispatch, shipment, tracking, delivery, failed-delivery handling, return logistics, and related customer communications. This may involve sharing necessary delivery details with fulfilment providers, warehouse providers, postal service providers, courier providers, and delivery partners.

3.6. We use return, refund, complaint, and Product-issue information to assess and process Returns, Refunds, defective Product claims, damaged delivery claims, incorrect Product claims, non-conforming Product issues, customer complaints, and other after-sales support requests. This may include reviewing photographs, packaging information, delivery evidence, tracking details, and correspondence you provide.

3.7. We use customer support communications to respond to your questions, investigate issues, resolve complaints, provide updates, maintain support records, and improve customer service. This may include communications by email, website tools, customer account features, or other contact channels connected with the e-commerce platform.

3.8. We use technical, platform, and fraud-prevention information to operate, maintain, secure, and improve the e-commerce platform. This includes detecting fraud, preventing misuse, protecting customer accounts, securing checkout, monitoring platform performance, identifying technical errors, managed security incidents, and protecting Zanclea, customers, and service providers from unlawful or harmful activity.

3.9. We may use purchase-related information to send necessary service communications, including Order Confirmations, payment updates, dispatch notices, delivery updates, return instructions, refund confirmations, customer support responses, legal notices, and other non-marketing communications connected with your purchase or Account.

3.10. Where permitted by applicable law, we may use limited purchase or customer information to send post-purchase feedback requests, product review invitations, customer satisfaction requests, or related service communications. Where such communications are marketing in nature or require consent, we will rely on the appropriate lawful basis and provide opt-out options where required.

3.11. We may use personal information to comply with legal, regulatory, tax, accounting, consumer protection, product safety, data protection, fraud-prevention, and record-keeping obligations, and to respond to lawful requests from courts, regulators, public authorities, or law enforcement bodies.

3.12. We may also use personal information to establish, exercise, or defend legal claims, enforce Zanclea’s Terms and Conditions, investigate misuse of the e-commerce platform, manage disputes, protect our contractual rights, and safeguard our business, customers, and service providers.

3.13. We will not use personal information collected through the e-commerce platform for purposes that are incompatible with the purposes described in this policy unless we have a lawful basis to do so, provide additional notice where required, or obtain consent where required by applicable law.

4. LEGAL BASES FOR PROCESSING

4.1. Where the General Data Protection Regulation or similar data protection laws apply, we process personal information collected through the e-commerce platform only where we have a lawful basis to do so. The lawful basis will depend on the type of personal information involved and the purpose for which it is processed.

4.2. We process personal information where it is necessary for the performance of a contract with you or to take steps at your request before entering into a contract. This applies to processing required to operate the online store, process your Order, confirm payment status, arrange fulfilment, dispatch Products, provide delivery updates, process Returns and Refunds, respond to purchase-related customer support requests, and manage your customer Account.

4.3. We process personal information where it is necessary to comply with a legal obligation. This may include obligations relating to tax, accounting, invoicing, consumer protection, product safety, fraud prevention, payment records, data protection, regulatory compliance, and lawful requests from courts, regulators, public authorities, or law enforcement bodies.

4.4. We process personal information based on our legitimate interests, provided that those interests are not overridden by your rights and freedoms. These legitimate interests may include operating and improving the e-commerce platform, maintaining security, preventing fraud and misuse, protecting customer accounts, handling complaints, managing delivery issues, investigating Product claims, improving customer service, enforcing our Terms and Conditions, and protecting Zanclea’s legal and business interests.

4.5. We may process personal information based on consent where you choose to receive optional marketing communications, accept non-essential cookies or tracking technologies, participate in optional surveys or feedback activities, or agree to any other optional processing activity. Where processing is based on consent, you may withdraw your consent at any time. Withdrawal of consent will not affect the lawfulness of processing carried out before consent was withdrawn.

4.6. Where we rely on legitimate interests, we will consider the purpose of the processing, the type of personal information involved, the necessity of the processing, your reasonable expectations, and the potential impact on your rights and freedoms.

4.7. To provide greater transparency on how we rely on different lawful bases under applicable data protection laws, the table below summarises the main processing activities carried out through the e-commerce platform and the corresponding lawful basis generally relied upon by Zanclea.

Processing Activity	Main Legal Basis
Creating and managing customer Accounts	Contractual necessity or legitimate interests
Processing Orders and issuing Order Confirmations	Contractual necessity
Processing payments and payment status confirmations	Contractual necessity
Arranging fulfilment, dispatch, shipping, delivery, and tracking Processing Returns, Refunds, complaints, defective Product claims, damaged delivery claims, and incorrect Product claims	Contractual necessity Contractual necessity, legal obligation, or legitimate interests
Maintaining invoices, transaction records, tax records, and accounting records	Legal obligation
Preventing fraud, chargebacks, misuse, unauthorised access, and security threats	Legitimate interests or legal obligation
Sending service communications such as Order updates, delivery notices, return instructions, and refund confirmations	Contractual necessity or legitimate interests
Sending optional marketing communications, promotional messages, or non-essential customer engagement communications	Consent, or legitimate interests where permitted by law
Using non-essential analytics, marketing, advertising, or tracking cookies connected with the e-commerce platform	Consent where required by law
Responding to purchase-related customer support requests	Contractual necessity or legitimate interests
Establishing, exercising, or defending legal claims	Legitimate interests or legal obligation
Responding to lawful requests from authorities, regulators, courts, or law enforcement	Legal obligation

5. SHARING PERSONAL INFORMATION

5.1. We may share personal information processed through the e-commerce platform with third parties where this is necessary to operate the online store, process Orders, accept payments, arrange fulfilment and delivery, handle Returns and Refunds, provide customer support, prevent fraud, comply with legal obligations, or protect Zanclea’s rights and business operations.

5.2. We may share personal information with e-commerce platform providers, payment processors, payment gateways, banks, fraud-prevention providers, fulfilment providers, warehouse providers, postal service providers, courier providers, delivery partners, return-management providers, customer support tools, hosting providers, analytics tools, email communication tools, accounting providers, tax advisers, legal advisers, insurers, auditors, and other operational service providers used in connection with the e-commerce platform.

5.3. The personal information shared with such parties may include your name, email address, phone number, billing address, delivery address, Order details, payment status, transaction identifiers, delivery instructions, tracking information, return details, refund details, customer support messages, complaint details, Product-issue information, and technical or fraud-prevention information where necessary for the relevant purpose.

5.4. Where a service provider processes personal information on our behalf, we will use appropriate contractual arrangements requiring the service provider to process personal information only on documented instructions, maintain confidentiality, apply appropriate security measures, assist with privacy rights requests where applicable, support breach-response obligations where applicable, and comply with applicable data protection requirements.

5.5. Certain third-party providers may act as independent controllers where they determine their own purposes and means of processing. This may include some payment providers, banks, delivery providers, fraud-prevention providers, or other platforms depending on how the relevant service is provided. Where a third party acts as an independent controller, its own privacy notice, terms, and data protection practices may also apply.

5.6. We may share personal information with fulfilment, warehouse, postal, courier, and delivery partners where necessary to pack, dispatch, track, deliver, return, or investigate the status of an Order. This may include sharing your name, delivery address, contact details, tracking details, delivery instructions, and information required to manage failed delivery, lost parcel, returned parcel, damaged delivery, or incorrect Product issues.

5.7. We may share payment-related and transaction-related information with payment processors, banks, fraud-prevention providers, and payment service providers where necessary to process payments, confirm payment status, detect fraud, manage chargebacks, process refunds, and comply with legal, tax, accounting, and financial obligations. Full payment card numbers, card security codes, and complete payment credentials are processed by third-party payment providers and are not intended to be stored directly by Zanclea.

5.8. We may disclose personal information where required by applicable law, regulation, legal process, court order, regulator request, public authority request, customs authority request, tax authority request, or law enforcement request.

5.9. We may also disclose personal information where necessary to establish, exercise, or defend legal claims, enforce our Terms and Conditions, investigate suspected fraud or misuse, protect customer safety, protect the security of the e-commerce platform, recover amounts owed, or safeguard Zanclea’s legal, commercial, and operational interests.

5.10. If Zanclea is involved in a business transfer, restructuring, merger, acquisition, sale of assets, financing transaction, or similar corporate event, personal information may be shared with relevant parties and advisers where necessary for that transaction, subject to appropriate confidentiality and data protection safeguards.

5.11. We do not sell personal information to third parties. We also do not permit service providers to use personal information processed on our behalf for their own unrelated purposes unless they have an independent lawful basis and provide any notice required under applicable law.

6. INTERNATIONAL TRANSFERS

6.1. Personal information processed through the e-commerce platform may be processed or stored in the Netherlands, within the European Economic Area, or in other countries where Zanclea’s e-commerce platform providers, payment processors, fraud-prevention providers, fulfilment providers, warehouse providers, postal service providers, courier providers, customer support tools, analytics tools, hosting providers, or other Third-Party Service Providers operate.

6.2. Where personal information is transferred outside the European Economic Area to a country that has not been recognised as providing an adequate level of data protection, Zanclea will use a lawful transfer mechanism required under applicable data protection law.

6.3. Such safeguards may include an adequacy decision, Standard Contractual Clauses approved by the European Commission, transfer impact assessments where required, contractual commitments, technical and organisational safeguards, or another lawful transfer mechanism available under applicable law.

6.4. Some third-party providers involved in the e-commerce process may independently process information outside the European Economic Area. This may include payment processors, e-commerce platform providers, fraud-prevention tools, analytics tools, communication tools, or delivery-related service providers. Where this occurs, the relevant third party’s own privacy notice, transfer safeguards, and data protection practices may also apply.

6.5. You may contact us at support@zanclea.com if you would like further information about the safeguards used for international transfers of personal information processed through the e-commerce platform.

7. DATA RETENTION

7.1. We retain personal information processed through the e-commerce platform only for as long as necessary for the purposes described in this policy, unless a longer retention period is required or permitted by applicable law. GDPR transparency rules require privacy notices to explain the retention period for personal data, or where that is not possible, the criteria used to determine that period.

7.2. Customer Account information may be retained for as long as your Account remains active. If you request deletion of your Account, we will delete or anonymise Account information within thirty (30) days of completing verification of the request, unless continued retention is required for Orders, invoices, tax records, fraud prevention, dispute resolution, legal compliance, or the establishment, exercise, or defence of legal claims.

7.3. Order, purchase, invoice, transaction, payment-status, tax, and accounting records may be retained for up to seven (7) years from the end of the financial year in which the relevant transaction occurred, or for any longer period required under applicable tax, accounting, consumer protection, or legal record-keeping obligations.

7.4. Delivery, fulfilment, tracking, failed-delivery, return-shipping, and carrier-investigation records may be retained for up to twenty-four (24) months after completion of the relevant Order, delivery, Return, Refund, or carrier investigation, unless a longer period is necessary to resolve a dispute, investigate fraud, comply with legal obligations, or establish, exercise, or defend legal claims.

7.5. Return, Refund, defective Product claim, damaged delivery claim, incorrect Product claim, complaint, and customer support records may be retained for up to twenty-four (24) months after the relevant matter is closed, unless a longer period is required to manage an ongoing claim, comply with consumer protection obligations, respond to chargebacks, resolve disputes, or protect Zanclea’s legal interests.

7.6. Payment dispute, chargeback, fraud-prevention, account-security, platform-security, and misuse-investigation records may be retained for up to twenty-four (24) months after the relevant investigation or dispute is closed, unless a longer period is required by the relevant payment provider, bank, card network, fraud-prevention provider, legal obligation, or dispute-resolution process.

7.7. Customer support communications connected with Orders, deliveries, Returns, Refunds, complaints, Product issues, or Account support may be retained for up to twenty-four (24) months after the last communication, unless a longer period is necessary to manage an ongoing issue, comply with legal obligations, or defend legal claims.

7.8. Service communication records, including Order Confirmations, delivery notices, return instructions, Refund confirmations, Account notices, and legally required notices, may be retained for as long as necessary to evidence the relevant transaction, communication, legal notice, or customer support action.

7.9. Consent records, marketing preferences, opt-out records, cookie preference records, and communication preference records connected with the e-commerce platform may be retained for up to five (5) years from the date of consent, withdrawal, opt-out, or last update, unless a longer period is required to demonstrate compliance or defend legal claims.

7.10. Technical logs, platform logs, security logs, checkout logs, fraud-prevention logs, and e-commerce system records may be retained for up to twelve (12) months, unless a longer period is required to investigate security incidents, prevent fraud or misuse, maintain platform integrity, comply with legal obligations, or resolve disputes.

7.11. Analytics data connected with the e-commerce platform may be retained for up to twenty-six (26) months, or for the retention period configured in the relevant analytics tool, provided that such retention is consistent with applicable law and any required consent or cookie settings.

7.12. Where personal information is processed by Third-Party Service Providers, retention may also depend on the retention settings, legal obligations, and technical requirements of the relevant provider. Where those settings are under Zanclea’s control, Zanclea will configure them in a manner consistent with this policy and applicable privacy requirements.

7.13. When personal information is no longer required for the purposes described in this policy, we will delete it, anonymise it, or restrict access to it, subject to applicable legal, technical, accounting, tax, fraud-prevention, dispute-resolution, and compliance limitations.

8. SECURITY

8.1. We implement technical and organisational safeguards designed to protect personal information processed through the e-commerce platform against unauthorised access, accidental loss, misuse, alteration, disclosure, destruction, payment-related fraud, account misuse, and unauthorised transaction activity.

8.2. These safeguards include restricted administrative access, account access controls, password protections, secure hosting arrangements, payment provider security controls, checkout security measures, fraud-prevention tools, order-monitoring controls, platform security monitoring, malware protection, system updates, access restrictions for customer records, and controls designed to reduce unauthorised access to customer Accounts, Order records, payment-status information, delivery information, return records, and customer support communications.

8.3. Access to personal information processed through the e-commerce platform is limited to authorised personnel, contractors, and service providers who require access for order processing, payment confirmation, fulfilment, delivery, Returns, Refunds, customer support, fraud prevention, accounting, legal compliance, security, or other permitted business purposes.

8.4. Third-Party Service Providers used in connection with the e-commerce platform are required to process personal information only for authorised purposes and to apply confidentiality, security, and data protection safeguards appropriate to the services they provide.

8.5. Where a Third-Party Service Provider processes personal information on behalf of Zanclea, we will use contractual arrangements required under applicable data protection law. These arrangements may require the provider to process personal information only on documented instructions, maintain confidentiality, apply security measures, assist with privacy rights requests, assist with breach response where applicable, and delete or return personal information when the services end, subject to legal retention requirements.

8.6. Full payment card numbers, card security codes, and complete payment credentials are processed by third-party payment providers and are not intended to be stored directly by Zanclea. Payment processing may also be subject to the security standards, authentication requirements, fraud-prevention checks, and privacy practices of the relevant payment provider.

8.7. Although we apply security safeguards, no e-commerce platform, checkout system, payment flow, customer account, email system, hosting environment, delivery tracking tool, or electronic storage system is completely secure. You are responsible for keeping your Account login details confidential and for notifying us if you believe your Account, Order information, or purchase-related communications have been accessed or used without authorisation.

8.8. If we become aware of a personal data breach affecting personal information processed through the e-commerce platform, we will assess the incident, take containment and remediation steps, and notify the relevant supervisory authority within seventy-two (72) hours where required by applicable data protection law. Where the breach is likely to result in a high risk to the rights and freedoms of affected individuals, we will also notify affected individuals where required by applicable law.

9. YOUR PRIVACY RIGHTS

9.1. Subject to applicable law and any verification requirements, you may have rights in relation to the personal information processed through the e-commerce platform. These rights may include the right to request access to your personal information, request correction of inaccurate or incomplete information, request deletion of personal information, request restriction of processing, object to certain processing, request data portability, withdraw consent where processing is based on consent, and object to direct marketing.

9.2. You may request access to the personal information we hold about you, including information about the purposes of processing, categories of personal information processed, categories of recipients, retention periods, and available privacy rights, subject to any limitations under applicable law.

9.3. You may ask us to correct personal information that is inaccurate or incomplete. This may include updating your name, contact details, delivery address, billing information, account details, or other e-commerce information, subject to verification and any restrictions that apply where an Order has already been processed, dispatched, invoiced, or completed.

9.4. You may request deletion of your personal information in certain circumstances. This right may be limited where continued retention is necessary for Order fulfilment, refunds, returns, chargebacks, tax records, accounting obligations, fraud prevention, dispute resolution, legal compliance, or the establishment, exercise, or defence of legal claims.

9.5. You may request restriction of processing or object to certain processing where permitted by applicable law. For example, you may object to processing based on legitimate interests, and we will assess the request in accordance with applicable legal requirements.

9.6. Where processing is based on consent, you may withdraw consent at any time. Withdrawal of consent will not affect the lawfulness of processing carried out before consent was withdrawn.

9.7. Where you object to direct marketing, we will stop using your personal information for direct marketing purposes. You may continue to receive service communications related to your Orders, Account, payments, delivery, Returns, Refunds, legal notices, or customer support matters where such communications are necessary and non-marketing in nature.

9.8. Where the right to data portability applies, you may request to receive certain personal information in a structured, commonly used, and machine-readable format, or request that it be transmitted to another controller where technically feasible and legally required.

9.9. To exercise your privacy rights, you may contact us at support@zanclea.com. We may ask you to provide information necessary to verify your identity, confirm your relationship with the relevant Account or Order, and understand the scope of your request before taking action.

9.10. We will respond to valid privacy rights requests without undue delay and, in any event, within one (1) month of receiving the request. Where a request is complex or where we receive multiple requests from the same individual, we may extend the response period by up to two (2) additional months, as permitted by applicable law. If an extension is required, we will inform you within one month of receiving your request and explain the reason for the extension.

9.11. If we do not take action on your request, we will inform you within one month of receiving the request and explain the reason, including your right to lodge a complaint with a supervisory authority and seek a judicial remedy where applicable.

9.12. You also have the right to lodge a complaint with a data protection supervisory authority. If you are located in the Netherlands, the relevant supervisory authority is the Autoriteit Persoonsgegevens. You may also contact the supervisory authority in your country of residence, place of work, or place of alleged infringement.

10. CHILDREN’S PRIVACY

10.1. The e-commerce platform is intended for customers who are able to place Orders, make payments, provide delivery details, and enter into purchase-related transactions in accordance with Zanclea’s Terms and Conditions and Applicable Law.

10.2. The e-commerce platform is not intended for children under the age of sixteen (16), and Zanclea does not knowingly collect personal information from children through customer Accounts, checkout, payment, delivery, return, refund, or customer support processes.

10.3. If a person under the age of sixteen (16) uses the e-commerce platform, places an Order, creates an Account, or submits personal information, such use must be authorised and supervised by a parent or legal guardian where required by Applicable Law.

10.4. Where we become aware that personal information of a child has been submitted through the e-commerce platform without appropriate parental or guardian authorisation where required, we will take steps to delete, restrict, or otherwise manage such information in accordance with applicable law, unless retention is necessary to complete a lawful transaction, process a refund, comply with legal obligations, prevent fraud, resolve a dispute, or protect legal rights.

10.5. Parents or legal guardians who believe that a child has submitted personal information through the e-commerce platform without appropriate authorisation may contact us at support@zanclea.com.

11. COOKIES, TRACKING AND E-COMMERCE TECHNOLOGIES

11.1. The e-commerce platform may use cookies, pixels, tags, scripts, device identifiers, analytics tools, session tools, fraud-prevention tools, checkout technologies, and similar technologies to operate the online store, support checkout, maintain customer Account functionality, process Orders, improve platform performance, prevent fraud, and support customer communications.

11.2. Cookies and similar technologies may be necessary for the basic operation of the e-commerce platform. These may support functions such as shopping cart operation, checkout continuity, customer Account login, payment flow, fraud-prevention checks, security controls, delivery-location settings, language or currency preferences, and platform stability.

11.3. We may use analytics cookies or similar tools to understand how customers interact with the e-commerce platform, including product pages viewed, checkout activity, cart interaction, referral sources, platform performance, abandoned checkout behaviour, and general customer journey information. Where analytics tools are non-essential and consent is required by applicable law, we will rely on consent before using such tools.

11.4. We may use marketing, advertising, retargeting, or campaign-measurement technologies where permitted by applicable law. These technologies may help measure the effectiveness of advertising campaigns, understand customer engagement, show relevant promotions, or support abandoned checkout communications where permitted.

11.5. Non-essential cookies, marketing cookies, advertising cookies, tracking pixels, and similar technologies will be used only where permitted by applicable law and, where required, after you have provided consent through the relevant cookie banner, cookie preference tool, or other valid consent mechanism.

11.6. You may accept, reject, manage, or withdraw consent for non-essential cookies through the cookie preference tool made available on the website or platform, where available. You may also manage cookies through your browser settings. Withdrawing consent will not affect the lawfulness of processing carried out before consent was withdrawn.

11.7. Essential cookies and technologies that are strictly necessary for operating the e-commerce platform, maintaining checkout functionality, enabling payment processing, protecting customer Accounts, preventing fraud, or securing the platform may be used without consent where permitted by applicable law.

11.8. Some cookies and tracking technologies may be placed by Third-Party Service Providers, including e-commerce platform providers, payment processors, analytics providers, fraud-prevention tools, marketing platforms, advertising networks, customer communication tools, and other technology providers used in connection with the e-commerce platform.

11.9. Further details about cookies and similar technologies, including cookie categories, purposes, duration, third-party providers, and consent-management options, may be provided in Zanclea’s Cookie Policy or cookie notice.

12. PROVIDING PERSONAL INFORMATION FOR E-COMMERCE SERVICES

12.1. Certain personal information is required for Zanclea to provide the e-commerce services requested by you. This includes information needed to create or manage a customer Account, process an Order, accept payment, issue an Order Confirmation, arrange fulfilment, dispatch Products, provide delivery updates, process Returns or Refunds, respond to customer support requests, comply with legal obligations, and protect the e-commerce platform from fraud or misuse.

12.2. If you do not provide the personal information required for checkout, payment, fulfilment, delivery, or customer support, Zanclea may not be able to process your Order, complete your purchase, arrange delivery, issue an invoice or receipt, process a Return or Refund, investigate a Product issue, or respond properly to your request.

12.3. Some information is required because it is necessary to perform the purchase contract with you. This may include your name, email address, billing address, delivery address, phone number, Order details, payment status, delivery instructions, and information necessary to process delivery, Returns, Refunds, or customer support.

12.4. Some information is required because Zanclea must comply with legal obligations. This may include invoice records, transaction records, tax and accounting records, consumer complaint records, refund records, fraud-prevention records, and information required to respond to lawful requests from courts, regulators, tax authorities, public authorities, or law enforcement bodies.

12.5. Some information may be optional. For example, you may choose whether to create a customer Account where guest checkout is available, whether to provide optional delivery instructions, whether to subscribe to marketing communications, whether to participate in optional feedback requests, or whether to accept non-essential cookies or tracking technologies.

12.6. Where information is optional, choosing not to provide it will not prevent you from using the basic e-commerce services, unless that information is necessary for the specific feature or request you choose to use. For example, if you do not provide optional delivery instructions, the carrier may still attempt delivery using the delivery address provided at checkout, but special delivery preferences may not be followed.

13. AUTOMATED DECISION-MAKING AND FRAUD PREVENTION

13.1. Zanclea may use automated tools, fraud-prevention systems, payment checks, security monitoring tools, and platform controls to help protect the e-commerce platform, customer Accounts, payment flow, Orders, delivery process, and business operations from fraud, misuse, unauthorised access, suspicious transactions, chargebacks, or other harmful activity.

13.2. These tools may review information such as Order details, payment status, transaction identifiers, billing information, delivery information, IP address, device information, checkout activity, Account activity, fraud-prevention signals, and other technical or transaction-related information relevant to platform security and fraud prevention.

13.3. The purpose of this processing is to detect, prevent, investigate, and respond to suspected fraud, payment misuse, account misuse, unauthorised access, abuse of promotions, suspicious Orders, chargeback risk, delivery misuse, or other activity that may harm Zanclea, customers, payment providers, Logistics Partners, or Third-Party Service Providers.

13.4. Where a transaction, Order, payment, Account activity, or return/refund request is flagged by security, payment, or fraud-prevention tools, Zanclea may review the matter before processing or completing the relevant action. This may result in additional verification, delayed processing, refusal of a transaction, cancellation of an Order, suspension of an Account, rejection of a refund request, or other protective action where permitted under the Terms and Conditions and Applicable Law.

13.5. Zanclea does not intend to make decisions based solely on automated processing that produce legal effects concerning you or similarly significantly affect you, unless such processing is permitted under applicable law and appropriate safeguards are applied.

13.6. Where automated decision-making or profiling is used in a way that is subject to specific legal notice or rights under applicable data protection laws, Zanclea will provide the information and safeguards required by law. This may include the right to obtain human intervention, express your point of view, contest the decision, or request further information where required by applicable law.

14. MARKETING AND PURCHASE-RELATED COMMUNICATIONS

14.1. Zanclea may use personal information processed through the e-commerce platform to send communications connected with your Account, Order, payment, delivery, Return, Refund, Product issue, customer support request, or other purchase-related matter.

14.2. Purchase-related communications may include Account notices, Order Confirmations, payment status updates, invoice or receipt information, dispatch notifications, delivery updates, tracking information, failed delivery notices, return instructions, Refund confirmations, complaint responses, defective Product claim updates, incorrect Product claim updates, and other non-marketing communications necessary to provide the e-commerce services requested by you.

14.3. These purchase-related communications are generally necessary for the performance of the purchase contract, compliance with legal obligations, customer support, fraud prevention, or Zanclea’s legitimate interests in managing the e-commerce platform and customer transactions.

14.4. Where permitted by applicable law, Zanclea may also send post-purchase communications, including feedback requests, Product review invitations, customer satisfaction requests, related Product information, or service improvement communications. Where such communications are marketing in nature or require consent under applicable law, Zanclea will rely on the appropriate lawful basis and provide an option to opt out where required.

14.5. If you choose to subscribe to promotional communications, Product updates, launch announcements, offers, or marketing messages through the e-commerce platform, Zanclea may process your name, email address, subscription status, purchase-related preferences, consent records, marketing preferences, unsubscribe records, and interaction data connected with such communications.

14.6. You may withdraw consent or opt out of marketing communications at any time by using the unsubscribe link included in the relevant email or by contacting Zanclea at support@zanclea.com. Zanclea will process unsubscribe requests without undue delay and, where technically possible, within ten (10) business days.

14.7. If you opt out of marketing communications, Zanclea may retain a limited suppression record, such as your email address and unsubscribe status, to ensure that marketing communications are not sent to you again unless you later resubscribe or provide valid consent.

14.8. Opting out of marketing communications will not prevent Zanclea from sending non-marketing communications relating to your Account, Order, payment, delivery, Return, Refund, legal notices, policy updates, customer support, security, or other service-related matters.

14.9. Where personal information is processed for direct marketing purposes, you have the right to object at any time, and once you object, your personal information must no longer be processed for that purpose.

15. THIRD-PARTY LINKS, PLATFORMS AND SERVICES

15.1. The e-commerce platform may contain links to, or integrations with, third-party websites, payment pages, delivery tracking pages, social media pages, embedded tools, review platforms, customer support tools, or external services that are not operated or controlled by Zanclea.

15.2. Where you interact with a third-party website, payment provider, delivery provider, tracking platform, social media platform, review tool, or other external service, the relevant third party may collect or process personal information in accordance with its own privacy notice, cookie notice, terms, and security practices.

15.3. Zanclea is not responsible for the privacy practices, security standards, content, processing activities, or policies of independent third-party websites, platforms, or services. You should review the applicable third-party privacy notices before providing personal information to, or interacting with, those services.

15.4. Where a Third-Party Service Provider processes personal information on behalf of Zanclea, the processing will be handled in accordance with Zanclea’s instructions and applicable contractual and data protection requirements. Where the third party acts as an independent controller, its own privacy notice will apply to the processing it carries out for its own purposes.

15.5. This section applies to e-commerce-related third-party services, including payment processors, delivery tracking tools, fulfilment-related platforms, review tools, customer support tools, analytics tools, fraud-prevention tools, and any external services linked or integrated with the e-commerce platform.

16. CHANGES TO THIS POLICY

16.1. Zanclea may update this E-commerce Platform Privacy Policy from time to time to reflect changes in the e-commerce platform, checkout process, payment methods, fulfilment arrangements, shipping and delivery processes, return or refund procedures, customer support channels, cookies and tracking technologies, fraud-prevention tools, service providers, legal requirements, or data processing practices.

16.2. The updated version will be posted on the website with a revised effective date. Where required by applicable law, Zanclea may also provide additional notice of material changes, such as through the website, checkout notice, customer Account notice, email, or another appropriate communication method.

16.3. The version of this policy available at the time your personal information is processed will generally apply to that processing, unless an update is required by Applicable Law or applies to ongoing use of the e-commerce platform after the updated policy has been published.

16.4. Your continued use of the e-commerce platform after an updated policy is published will be treated as acknowledgement of the updated policy, where permitted by applicable law.

16.5. Nothing in this section limits any privacy, data protection, consumer, or statutory rights available to you under applicable law.

17. DATA CONTROLLER AND CONTACT DETAILS

17.1. For the purposes of applicable privacy and data protection laws, including the General Data Protection Regulation, the data controller for personal information processed through the e-commerce platform is Zanclea BV.

17.2. Zanclea BV

Registered Address: Rietlandterras 8, 1019EW Amsterdam, The Netherlands
Company Registration Number: 97362107
VAT Number: NL868019100B01
Email: support@zanclea.com
Website: www.zanclea.com

17.3. As the data controller, Zanclea BV determines the purposes and means of processing personal information collected and used through the e-commerce platform, including personal information processed for customer Accounts, checkout, payments, Orders, fulfilment, shipping, delivery, tracking, Returns, Refunds, complaints, Product claims, fraud prevention, customer support, and purchase-related communications.

17.4. If you have any questions about this policy, the way personal information is processed through the e-commerce platform, or your privacy rights, you may contact Zanclea at support@zanclea.com.

17.5. This section relates only to personal information processed through the e-commerce platform. Personal information processed through general WordPress website browsing, website contact forms, newsletter subscriptions, and general visitor analytics is addressed separately in Zanclea’s WordPress Website Privacy Policy.

18. GOVERNING PRIVACY LAW AND COMPLAINTS

18.1. This E-commerce Platform Privacy Policy is intended to be interpreted in accordance with applicable privacy and data protection laws, including the General Data Protection Regulation, applicable Dutch data protection laws, and any other mandatory privacy laws that apply to the processing of personal information through the e-commerce platform.

18.2. If you have any question, concern, complaint, or request regarding this policy or the way personal information is processed through the e-commerce platform, you may first contact Zanclea at support@zanclea.com. Zanclea will review privacy-related enquiries and requests in accordance with applicable data protection laws.

18.3. Where your enquiry relates to a privacy rights request, such as access, correction, deletion, restriction, objection, portability, or withdrawal of consent, Zanclea will handle the request in accordance with the response timelines set out in the Your Privacy Rights section of this policy.

18.4. You also have the right to lodge a complaint with a competent data protection supervisory authority. If you are located in the Netherlands, the relevant supervisory authority is the Autoriteit Persoonsgegevens. You may also contact the supervisory authority in your country of residence, place of work, or place of alleged infringement.

18.5. Nothing in this policy prevents you from exercising any privacy, data protection, consumer, or statutory rights available to you under applicable law.

19. FINAL ACKNOWLEDGEMENT

19.1. By using the e-commerce platform, creating or accessing a customer Account, placing an Order, completing checkout, making a payment, requesting delivery, initiating a Return, requesting a Refund, contacting customer support, or otherwise interacting with Zanclea in connection with a purchase, you acknowledge that your personal information will be processed in accordance with this E-commerce Platform Privacy Policy.

19.2. This policy should be read together with Zanclea’s Terms and Conditions, Shipping Policy, Cookie Policy, WordPress Website Privacy Policy, and any checkout, payment, delivery, return, refund, customer support, or privacy notices made available on or through the e-commerce platform.

19.3. If you do not provide personal information required for checkout, payment, fulfilment, delivery, Returns, Refunds, customer support, fraud prevention, legal compliance, or other necessary e-commerce functions, Zanclea may not be able to provide the relevant service, complete the transaction, deliver the Product, process the Return or Refund, or respond properly to your request.

19.4. Nothing in this policy limits any privacy, data protection, consumer, or statutory rights available to you under applicable law.