Privacy policy

Your privacy, thoughtfully handled

At Alentia Lunae, we value your privacy and handle your personal information with care.

This Privacy Policy explains which personal information we collect, why we collect it, how we use and share it, how long we retain it and which rights you have.

This Privacy Policy applies when you:

visit our website
place or attempt to place an order
contact our customer service
subscribe to our marketing communications
participate in a promotion or collaboration

1. Who we are

Alentia Lunae is responsible for the processing of personal information described in this Privacy Policy.

Alentia Lunae
Chamber of Commerce number: 93401531
VAT ID: NL005018252B72

Postbus 7052
2701 AB Zoetermeer
The Netherlands

Email: hello@alentialunae.com

2. Personal information we collect

Depending on how you interact with us, we may collect the following categories of personal information.

Contact information

This may include:

your full name
email address
telephone number
billing address
delivery address

Order and transaction information

This may include:

products ordered
product size and colour
order number
order value
discounts used
shipping method
delivery and tracking information
return and refund information
payment and transaction status

Payment details required to complete your purchase are generally processed directly by our payment providers. We do not normally receive or store your complete card or bank details.

Account information

If customer accounts are available and you create one, we may process:

your name and contact information
login and account information
order history
saved addresses
account preferences

Customer service information

When you contact us, we may process:

the content of your message
your order number
photographs or documents you provide
information about a complaint, return or delivery issue
previous correspondence with you

Marketing information

When you subscribe to marketing communications or interact with our campaigns, we may process:

your email address
your subscription and consent status
marketing preferences
whether you opened or clicked a marketing message
information about your interaction with our website or campaigns

Technical and usage information

When you use our website, certain information may be collected automatically, including:

IP address
browser type and version
device type
operating system
language and approximate location
pages viewed
links clicked
date and time of visits
referring website
cookie identifiers
shopping and website activity

Information from third parties

We may receive personal information from third parties that help us provide our services, such as:

Shopify
payment providers
shipping and logistics partners
marketing and analytics providers
fraud-prevention and security providers
social media and advertising platforms, where applicable

3. How we collect personal information

We collect personal information:

directly from you when you place an order, complete a form or contact us
automatically through cookies and similar technologies
from service providers involved in payment, shipping, marketing, analytics or website operation
from publicly available sources when reasonably necessary for a legitimate business purpose
from social media or collaboration platforms when you contact or interact with us through those services

4. How we use your personal information

We may use personal information to:

process and fulfil orders
receive and verify payments
arrange shipping and delivery
send order, payment and shipping updates
process returns and refunds
answer questions and provide customer service
handle complaints, defective products and delivery issues
prevent fraud, misuse and security incidents
operate, maintain and improve our webshop
understand how visitors use our website
personalise website content and marketing where permitted
send newsletters and promotional communications when permitted
administer promotions and collaborations
maintain financial and business records
comply with tax, accounting and other legal obligations
establish, exercise or defend legal claims

We do not use your personal information for purposes that are incompatible with the purpose for which it was originally collected, unless this is permitted by law or we obtain appropriate consent.

5. Legal bases for processing

We process personal information only when we have a valid legal basis.

Depending on the situation, we may rely on:

Performance of a contract

Processing may be necessary to:

process your order
receive payment
deliver your order
process a return or refund
provide requested customer service

Legal obligations

Processing may be necessary to comply with:

tax and accounting obligations
consumer-protection requirements
fraud-prevention obligations
requests from authorised public authorities
other applicable laws and regulations

Legitimate interests

We may process personal information where this is necessary for our legitimate business interests, provided that your interests and fundamental rights do not outweigh those interests.

These legitimate interests may include:

protecting our website, customers and business
preventing fraud and misuse
improving our products and customer service
maintaining accurate business records
responding to enquiries
understanding website performance
establishing or defending legal claims

Consent

We rely on consent where this is legally required, including for certain:

marketing communications
advertising or analytics cookies
personalised advertising activities
other optional processing activities

You may withdraw your consent at any time. Withdrawing consent does not affect the lawfulness of processing carried out before the withdrawal.

6. Orders and payments

When you place an order, we process the information necessary to complete the purchase, receive payment, deliver the order and provide after-sales service.

Payments are handled by payment providers available during checkout, such as Mollie and the payment methods supported through our Shopify store.

Payment providers may process payment and transaction information in accordance with their own privacy policies and legal obligations.

We generally do not receive or store your complete card number, bank login details or other complete payment credentials.

7. Shopify

Our webshop is hosted through Shopify.

Shopify processes personal information to provide the e-commerce platform, operate the checkout, support customer accounts, secure transactions and make other webshop functions available.

Shopify may process information in countries outside the European Economic Area. Where required, appropriate safeguards are used for international data transfers.

Shopify may also process information as an independent controller for certain purposes described in its own privacy documentation.

8. Shipping and logistics

To prepare and deliver your order, we may share necessary information with shipping and logistics providers, including:

MyParcel
PostNL
other delivery providers used for a specific destination or shipment

This information may include:

your name
delivery address
email address
telephone number, where required
order or parcel reference
tracking information

Shipping providers process this information to create shipping labels, deliver parcels, provide tracking and handle delivery issues.

9. Marketing and communications

When you subscribe to our newsletter or otherwise consent to marketing, we may use your contact information to send:

newsletters
product launches
collection updates
offers and promotions
brand news
other marketing communications

We may use Klaviyo to manage subscriptions and send marketing communications.

You can unsubscribe at any time by:

clicking the unsubscribe link in a marketing email; or
contacting us at hello@alentialunae.com.

Unsubscribing from marketing does not stop transactional messages that are necessary for an order, payment, delivery, return or customer-service request.

10. Cookies and tracking technologies

Our website uses cookies and similar technologies.

These technologies may be used to:

make the website function correctly
remember your preferences
maintain your shopping cart
secure the website and checkout
measure website traffic and performance
understand how visitors use the website
support marketing and advertising activities where permitted

Cookies may be placed by Alentia Lunae, Shopify or other service providers.

Where required by law, optional analytics, marketing and advertising technologies are used only after you have provided consent through our cookie or privacy settings.

You can manage your cookie preferences through the cookie banner or privacy settings available on our website. You can also change your browser settings, although disabling essential cookies may affect website functionality.

11. Analytics and advertising

Where enabled and permitted, we may use analytics and advertising services to understand website performance and measure marketing campaigns.

These services may collect information such as:

cookie identifiers
device and browser information
IP address
pages viewed
purchases or other website events
interactions with advertisements

Depending on the tools enabled on our website, this may involve services provided by platforms such as Meta, TikTok, Google, Shopify or other marketing partners.

Where legally required, these tools are activated only after consent has been given.

We do not sell your personal information.

12. Sharing personal information

We share personal information only when this is necessary to operate our business, fulfil an order, provide a requested service, comply with the law or protect our legitimate interests.

We may share information with:

Shopify, our e-commerce platform provider
Mollie and other payment providers offered during checkout
MyParcel, PostNL and other shipping or logistics providers
Klaviyo for email marketing and customer communication
SnelStart and Webwinkelfacturen for accounting and financial administration
website, hosting and technical service providers
security and fraud-prevention providers
analytics and advertising providers, where permitted
professional advisers such as accountants, legal advisers or insurers
government bodies, regulators or law-enforcement authorities where legally required
another organisation in connection with a merger, acquisition, restructuring or sale of business assets, where applicable

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

Some providers act as processors on our behalf, while others may act as independent controllers under their own privacy policies.

13. International data transfers

Some of our service providers operate or store information outside the European Economic Area.

When personal information is transferred internationally, we take reasonable steps to ensure that the transfer is lawful and that the information remains appropriately protected.

Depending on the destination and provider, safeguards may include:

an adequacy decision adopted by the European Commission
standard contractual clauses approved by the European Commission
additional contractual, technical or organisational protections
another legally permitted transfer mechanism

You may contact us for more information about the safeguards applicable to a particular transfer.

14. Data retention

We retain personal information only for as long as necessary for the purposes described in this Privacy Policy and to comply with applicable legal obligations.

The applicable period depends on the type of information and why it is processed.

Generally:

order, invoice, payment and accounting records are retained for at least the period required under applicable tax and accounting law
most financial administration must generally be retained for 7 years
information may be retained longer where a 10-year VAT retention period or another legal requirement applies
customer-service correspondence is retained for as long as reasonably necessary to handle the request, complaint or possible dispute
return and refund records are retained for as long as necessary for administration, legal compliance and dispute handling
marketing information is retained until you unsubscribe, withdraw consent or the information is no longer reasonably needed
cookie and analytics information is retained in accordance with the settings and retention periods of the relevant technology provider
information required for legal claims may be retained until the applicable limitation period has expired

When information is no longer required, we delete, anonymise or otherwise securely dispose of it.

Dutch tax rules generally require business records to be kept for seven years, with longer periods applying to certain records and VAT schemes.

15. Security

We take reasonable technical and organisational measures to protect personal information against:

unauthorised access
loss
misuse
alteration
disclosure
destruction

These measures may include access controls, secure service providers, password protection, encrypted connections, system monitoring and restricted access to business information.

However, no method of online transmission or storage can be guaranteed to be completely secure.

Please contact us when you believe that your personal information or account may have been compromised.

16. Your privacy rights

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

receive information about how your personal information is processed
request access to your personal information
request correction of inaccurate or incomplete information
request deletion of your personal information
request restriction of processing
object to processing based on legitimate interests
object at any time to direct marketing
withdraw consent at any time
receive certain personal information in a structured, commonly used and machine-readable format
request that information be transferred to another organisation, where applicable
lodge a complaint with a supervisory authority
request human intervention where a decision with significant effects is based solely on automated processing, where applicable

These rights are not absolute. In certain situations, we may be legally permitted or required to retain information or refuse part of a request.

The principal rights under the GDPR include access, rectification, erasure, restriction, portability, objection and protections concerning automated decisions.

17. Exercising your rights

To exercise a privacy right, contact us at:

hello@alentialunae.com

Please clearly describe your request.

We may ask for additional information to verify your identity before providing access to or changing personal information. This is intended to prevent information from being disclosed to an unauthorised person.

We will respond within the period required by applicable law.

Privacy requests are generally handled free of charge. Where legally permitted, a reasonable fee may be charged or a request may be refused if it is manifestly unfounded or excessive.

18. Automated decision-making

Alentia Lunae does not currently make decisions based solely on automated processing that produce legal or similarly significant effects for customers.

Payment, fraud-prevention or security providers may use automated systems to assess transactions or detect suspicious activity. Where applicable, these providers process information in accordance with their own legal obligations and privacy policies.

19. Children's privacy

Our webshop is not specifically directed at children.

We do not knowingly collect personal information from children who are not legally able to provide valid consent without the involvement of a parent or guardian.

If you believe that a child has provided personal information to us unlawfully, please contact us so that we can review and, where appropriate, delete the information.