Luxplus ApS privacy policy

Data protection is of the highest priority at Luxplus. It is therefore only natural for us to handle your data thoroughly and responsibly. In the following notice we explain what personal and user related data we collect from you, and for which purposes we store and use this data. 

We have the following contact details:
Luxplus ApS
VAT DK 37055964

COMPANY INFORMATION
Luxplus WE ApS
Teglvaerksgade 37, 1
2100 Copenhagen
Denmark

UK RETURN ADDRESS AND CONTACT DETAILS
Luxplus WE ApS
5, Station Court
Station Road
NR9 3AY Hethersett
United Kingdom
Email: [email protected]

1. Personal data

Personal data is any data pertaining to an identifiable person, such as name, address, email address, telephone number and like. 

When you register as a customer at Luxplus, we save your name, telephone number and email address in an electronic customer database, which is only accessible to Luxplus staff. Before we collect your personal details we ask for your express consent to do so, and ensure that you know precisely what information will be saved. We store your personal information in order to send the goods that you ordered, communicate with you, and to comply with business regulations, which according to danish accounting legislation must be stored for 5 years. In order to complete your order, some personal data will be shared with selected third parties. These include the service providers we use for logistics, transport and banking, to whom we transmit the necessary customer data for packing, delivery and payment. These service providers may only use your personal data in order to fulfill their respective tasks. Any other use of your data is strictly prohibited. Confidential information is not stored by us and is therefore never made available. 

As a customer at Luxplus you have the right to withdraw your registration at any time. You also have the right to see any personal information on you that we have stored. These rights are in compliance with the General Data Protection Regulations (GDPR). For further information, please send an email to [email protected]

A) Customer account and login

Every registered customer has access to a personal, password protected customer account. An email address and password is required in order to log in to this customer account. The password is chosen by the customer themself as the first step of the registration process, and is neither visible nor accessible to Luxplus staff or anyone else. In the customer account you will find your personal information, information regarding your orders, and information concerning your membership. You have the ability to edit your personal details here should they be incorrect. 

B) Order confirmation and shipping confirmation

Upon completing a purchase at Luxplus, an automated email confirming your order is immediately sent to the email address that you provided. The order confirmation comprises of the contact information (name and address) of the person to whom the goods will be sent, your order number, payment method, and an overview of the goods you have ordered. Within this email are excerpts from our general terms and conditions, including the cancellation policy and warranty information. 

Once the goods have been sent, an automated shipping confirmation will be sent to the email address that you provided. The confirmation of shipping contains your order number and tracking number (Track & Trace nr.), which can be utilised to track your package(s). 

C) Service-mails

Once you have registered as a customer at Luxplus we may send you a series of service emails on an ongoing basis:

• We send a service email in which we ask you to provide feedback in order to improve our offers to our customers. Your comments will under no circumstances be shared with manufacturers or others. 
• If you add products to your shopping basket whilst logged in to your customer account without completing a purchase, a subsequent service email will be sent to you. This automated service mail only utilises and contains your email address. No other personal information is contained within it. 
• We will send a service email when we estimate that some of the products previously purchased by you are about to run out. No third parties have access to this data. 
• Every time you place an order as a Luxplus member, you earn BonusCash. We will send you ongoing reminders of the amount of BonusCash you have earnt via service emails. Your BonusCash information will under no circumstances be shared with others. 
• If a product is sold out at Luxplus, you have the ability to register your email address on the corresponding product page in order to receive a notification once the product is back in stock. We only save your email address for this service. 

D) Newsletter

If you sign up to the Luxplus Newsletter we save your email address in order to send you news, special offers, present product selections and other information. The newsletters are sent at different intervals depending on the circumstances. You can stop receiving Luxplus Newsletters at any time by clicking on the ‘unsubscribe’ link in the newsletter, or by contacting our customer service. 

E) Comments on Luxplus.co.uk

On Luxplus.co.uk you have the ability to ask questions and/or give comments to products on every product page. Completion of the name and address fields is optional, and you can use the comment function anonymously. If you wish for us to answer your query, we do however ask that you complete the name and address fields, so that it is possible for us to contact you. 

F) Disclosure of data to third parties

All personal information provided will only be collected and used by Luxplus as a responsible data processing company. Your personal information will never be made public or sold to third parties. This includes being made public to external markets and/or for research purposes. Only data necessary for fulfilling the legitimate interests of transport, delivery and payment is forwarded to responsible service providers. These service providers are only permitted to use your data in order to fulfill their specific purposes. Any other use is strictly prohibited and will under no circumstances take place. 

See ‘Third Party Services’ for further information. 

G) Customer support

In case of handling support cases and orders, customer support may ask the customer to provide identification or other personal information in the specific case. 

The customer can send this information via e-mail to Luxplus. After processing the case, these personal data will be deleted within 48 hours.

2. User data

User data is data that can be collected when you visit a website. 

When customers visit Luxplus we register how they navigate our website, including how they reach our website, which of our sites they visit, etc. We also register which goods customers have bought with us. We do this in order to understand our customers’ behaviour, so that we can improve and optimize our websites’ functions and assortment of goods to the benefit of our customers. 

3. Cookies and IP-adresses

A cookie is a file that contains website generated information concerning, for example, whether you are a new or previously registered customer, which products you click on and how you navigate our website. We normally save cookies for a period of 12 months. Cookies are saved on your PC/laptop, tablet and/or smartphone. A cookie cannot register you as an individual being. It only recognises your PC/laptop, tablet and/or smartphone, and shows a custom version of our website. 

You can change the settings in your browser so that it warns you when a website utilises cookies. You also have the ability to deactivate cookies all together. If you wish to delete your cookies, you can do so in your browser settings. If you have any questions concerning your cookies, you are welcome to send an email to [email protected]

Your IP-address is the address of the computer you use under your visit. The IP-address is registered in order to ensure that Luxplus can trace back to the computer, should there be any misuse or illegality in connection with your visit. 

4. Third party services

We work in collaboration with various third party providers that place cookies on our behalf and register usage data. This covers, for example, how you happen upon the Luxplus website and which type of online advertising you click on. In this way, it is possible for us to provide user targeted online advertising, that is tailored to your individual preferences. All of this occurs anonymously; Luxplus does not store personal data like your name, address or email address for this purpose. Every detected IP-address is also anonymised. 

Marketing

Luxplus works with the following third party providers for analysis and marketing purposes:

A) Google Analytics

Google Analytics is a service provided by Google Inc. that provides professional and complex web analysis. Read more about Google Analytics.

B) Google AdWords

Google AdWords is an online advertising service developed by Google Inc. which advertisers (in this case Luxplus) can utilise in order to advertise specifically. Luxplus uses Google AdWords for retargeting purposes. Read more about Google AdWords. 

C) Criteo

Criteo is a retargeting company that brings personalised online advertising to users who have previously visited a certain website (in this case Luxplus). Read more about Criteo.

D) Facebook Custom Audiences

Facebook Custom Audiences is a Facebook tool, that allows for targeted advertising to specific audiences. Luxplus utilises this Facebook tool for retargeting purposes. Luxplus share phone numbers and email addresses with Facebook, via encrypted and secure data exchange. The purpose of this data processing is to help us serve relevant ads for all our member on Facebook & Instagram. See 10. Your Rights on how to request data erasure. Read more about Facebook Custom Audiences.

E) Awin

Awin (previously Zanox) is a retargeting company that displays personal online advertising to visitors on certain websites (in this case Luxplus). Read more about Awin.

F) Trustpilot

Luxplus works in collaboration with Trustpilot in order to improve consumer experience. We only share your Order Confirmation with Trustpilot. Read more about Trustpilot.

G) Klaviyo

Klaviyo is a marketing automation platform, used by Luxplus to send out e-mails. We share the information with Klaviyo necessary to send personalized communication regarding, membership, orders, product recommendations and campaigns. Read more about Klaviyo

H) Hello Retail

Hello Retail is a software, used by Luxplus to provide relevant product recommendations on the Luxplus site and in other relevant channels (e.g. e-mails). We share the information with Hello Retail necessary to provide the most personalized and relevant experience. Read more about Hello Retail

Logistics

Luxplus works with the following third party providers for delivery purposes:

A) Coolrunner

Luxplus uses Coolrunner in order to process and deliver orders. Resultantly, we share delivery information, email address and phone number with Coolrunner. Coolrunner passes this information on to a 4th party, e.g. PostNord DAO, DHL, and similar logistics companies. Read more about Coolrunner.

B) PCN

Luxplus uses PakkecenterNord in order to process orders. We share order information, delivery information, email address and phone numbers with PakkecenterNord. Read more about PakkecenterNord.

Communication

Additionally, Luxplus works with the following third party providers:

A) Dixa

Dixa is the customer service platform we use in order to keep track of customer inquiries. At Dixa we store your name, address and any correspondence if and/or when you contact our customer service by phone, email, chat and/or facebook. All forms of customer contact are registered through Dixa. Read more about Dixa.

B) SendGrid

SendGrid is an email service that handles all of the emails that Luxplus sends to its customers. We share email addresses with SendGrid. Read more about SendGrid.

Payment

Luxplus does not store customer payment information. This is done by the respective payment service providers used when making a purchase on the website. Luxplus exchanges an ID with the chosen payment service provider, through which the method of payment is identified. This payment-ID is unique between Luxplus, the payment service provider and the customer, and is therefore not usable anywhere else. 

Luxplus uses the following payment service provides/ payment gateways:

• Bambora (ePay)
• AltaPay
• MobilePay
• Mollie
• PayPal
• Trustly
• Klarna

In order to offer you Klarna’s payment methods, we might in the checkout pass your personal data in the form of contact and order details to Klarna, in order for Klarna to assess whether you qualify for their payment methods and to tailor those payment methods for you. Your personal data transferred is processed in line with Klarna’s own privacy notice.

If you have any queries regarding the storage of your payment information, we ask that you direct yourself to the payment service provider you used whilst shopping at Luxplus. If you would like to know which payment service provider was used for a specific order, please contact [email protected].

5. No liability for third party websites and business partners

Luxplus does not accept any liability for third parties’ and business partners’ privacy policies. If you are interested in the third party privacy policies mentioned, we ask that you direct yourselves to them. 

6. Data protection

Luxplus takes the protection of your personal data extremely seriously. We have implemented appropriate physical, technical and organisational measures designed to secure your data against accidental loss, unauthorised access, use, alteration and storage. Luxplus does not accept any liability for errors in data transfer or unauthorised access from external persons or organisations.

7. Questions and suggestions

We can always be reached if you have an questions or comments regarding our data protection. Please contact our customer service at [email protected]

8. Amendment of the privacy policy

Luxplus retains the right to amend its privacy policy at any time in accordance with appropriate data protection legislation.

9. Transfers to third countries

In connection with the lawful handling of your personal data, we sometimes transfer your data to organisations based in the USA. These companies are certified under the EU-US Privacy Shield, ensuring compliance with the Principles. This mechanism is approved by the European Commission as providing adequate protection and means of transferring data to countries outside of the European Economic Area (EEA) and is therefore GDPR compliant. 

We will not transfer your personal data to organisations or persons in the USA or any other third countries, if these countries are determined by the European Commission as failing to provide an adequate level of data protection under Art. 45 of the GDPR. 

Should we need to transfer your personal data to unsecure third countries in the future, this will only take place if the recipient in in the relevant third country has met the necessary level of data protection to be in compliance with this Privacy Policy and EU Data Protection legislation. 

Transfers will therefore be made on the basis of one of the following grounds:

• That the recipient is certified under the EU-US Privacy Shield Framework (Privacy Shield), which ensures that it applies robust mechanisms for assuring compliance with the Principles. 
• That we have entered into standard data protection clauses with the receiver, that according the European Commission offer sufficient safeguards on data protection for the data to be transferred outside of the EU or EEA. 

10. Your rights

If you wish to exercise any of the following rights please contact us via the contact information provided at the beginning of the Privacy Policy. 

We will respond as quickly as possible and no later than one month from the date on which we received your request, unless the complexity and extent of requests means that we are unable to. In such circumstances, the deadline for responding will be extended to 3 months (Art. 12 GDPR) 

A) Right to be informed

You have the right to be informed about the collection and use of your personal data (via this Privacy Policy). 

B) Right to access

You have the right to request a copy of the personal data that we hold on you. Access may be restricted on the basis of trade secrets and/or intellectual property rights, or on the basis that the information also pertains to other identifiable individuals. 

C) Right to rectification or erasure

You have the right to request that we correct inaccurate or incomplete personal data under Art. 16 GDPR. Similarly, you have the right to have personal data erased (the ‘right to be forgotten’) under Art. 17 GDPR. 

If we are satisfied that the personal data held on you is inaccurate or incomplete we will rectify this as quickly as possible. Luxplus ApS will not comply with requests that are manifestly unfounded or excessive. 

Luxplus ApS will not rectify or erase your data where holding it is necessary to comply with a legal obligation, or where it is needed for the establishment, exercise or defence of legal claims. In such circumstances Luxplus ApS will only store the personal data that Luxplus ApS is legally required or entitled to, and will erase all other personal data. 

D) Withdrawal of consent

You have the right to withdraw your consent to Luxplus ApS’ processing of your personal data, in whole or in part, at any time under Art. 7 GDPR. 

Upon withdrawal of consent Luxplus ApS will discontinue to handle your personal data, unless Luxplus ApS is legally required or entitled to store all or parts of your personal data. In such circumstances Luxplus ApS will only store the personal data that Luxplus ApS is legally required or entitled to, and will erase all other personal data. The withdrawal of consent does not affect the lawfulness of processing based on consent before it was withdrawn. 

If you withdraw your consent for the processing of data necessary to use Luxplus ApS, your customer account will no longer work as we may need to delete all of your data (some of which will be necessary for the functioning of your customer account). 

If you wish to have your data erased, please contact customer service at [email protected]

E) Objection 

You have the right to object to the processing of your personal data by Luxplus ApS at any time under Art. 21 GDPR. You may also object if you believe that your personal data is being processed in violation to the consent you have given to Luxplus ApS or in violation of applicable legislation. 

Unless Luxplus ApS can demonstrate compelling legitimate grounds for the processing, Luxplus ApS will no longer process your personal data. 

F) Right to restriction 

In certain circumstances you have the right to request restriction of your personal data under Art. 18 GDPR. You have the right to restriction of your personal data at Luxplus ApS under the following circumstances:

• Where Luxplus ApS is considering the accuracy of your personal data after you have challenged it, or where Luxplus ApS is considering legitimate grounds for processing your personal data after you have exercised your Art. 21 right to objection. The restriction will apply until Luxplus ApS has finished considering your requests.  
• Where the data has been unlawfully processed by Luxplus ApS, but you oppose erasure of your personal data and seek restriction of it instead. 

G) Right to data portability 

As processing of your personal data is based on consent and/or contract, and as data processing is done automatically, you are entitled to data portability. 

The right to data portability means that you have the right to receive the personal data that you yourself have disclosed to Luxplus ApS in a structured, commonly used and machine readable format. You may then reuse this for your own purposes and transfer the data to another service provider. (Art. 20 GDPR)  

11. Complaints

If you are dissatisfied with our processing of your data or a response to a complaint, you may raise the matter with the Information Commissioner's Office (ICO). The ICO is also able to provide general guidance on privacy and templates for lodging complaints.  

The Information Commissioner’s Office
Information Commissioner’s Office Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113 (local rate) or 01625 545 745
Website: www.ico.org.uk

Published 18 May 2018