What is personal information?
To put it simply, if someone can figure out who you are or learn something about you from the information you provide, it is personal information. This includes:
- who you are, such as your name, address and contact details;
- what you are like, such as your age, health, beliefs or preferences;
- your history, such as your education, work or finances; and
- your activities, such as online behaviour, location or social media activity.
Why do we collect your personal information?
We only collect the information we need to give you the best possible shopping experience with Charmed Gallery XO. We will always be upfront about why we are asking for your information.
Here is why we collect it:
To create and manage your account
We use the information you provide, such as your name, email address and contact number, to:
- set up your Charmed Gallery XO account;
- help you log in securely; and
- keep your account information safe and up to date.
You can update and correct your personal details at any time under My Account.
To process and deliver your orders and assist with returns
When you place an order, we may need the following information to process and deliver your purchase:
- your delivery address;
- your contact number, so we can call or message you about your order or delivery; and
- any other information needed to complete your order or verify your purchase.
We keep a record of your orders in case you need help with a return, exchange or refund.
To keep you in the loop, if you want us to
We may send you:
- news about sales, new products, collections or special offers;
- updates about Charmed Gallery XO products and services; and
- personalised suggestions based on your browsing or purchase history.
We will only send you marketing communication where you have given us permission. If you change your mind, you can update your account settings or click unsubscribe in any of our marketing emails.
If you are not a customer, you can tell us to stop sending you marketing messages at any time.
To improve your experience
We want to make Charmed Gallery XO even better. To do that, we may use your information:
- about what you have browsed or clicked on;
- through feedback you have shared in surveys, reviews or messages; and
- to help us understand trends and improve how our website works.
Where possible, if we use this kind of information, we remove anything that identifies you personally so that the information is anonymous.
To grow our business and develop new services
We may sometimes use your information to:
- understand what our customers like and what they do not;
- test new features, products, ideas or services; and
- make better decisions about what to offer next.
Where possible, if we use this kind of information, we remove anything that identifies you personally.
When do we share your information?
We only share your information when:
- you give us permission;
- we need to fulfil our agreement with you;
- the law requires us to do so; or
- we need to protect you, us or someone else.
We may share your information with:
- payment processors that handle transactions;
- delivery, courier or logistics partners that help us deliver your orders;
- technology companies and service providers who help keep our website and systems running;
- marketing or communication service providers, where applicable; and
- legal or regulatory authorities, where required.
How do we keep your personal information safe?
We take reasonable steps to keep your personal information safe.
For digital protection, we:
- use appropriate security measures for stored and transmitted data;
- allow access to personal information only to those who need it to do their job; and
- review access permissions where necessary.
We work to prevent incidents by having:
- systems and processes to monitor suspicious activity;
- procedures to address possible security breaches; and
- a commitment to inform you where required if your personal information is at risk.
Where we use partners or service providers, we require them to keep your personal information safe and to process it only as required.
How can you keep your account safe?
Do not share your login details with anyone.
You can help keep your account safe by protecting yourself from password attacks. Criminals often steal login details from one website and try to use those usernames and passwords on other websites. This is why using different passwords for each of your online accounts is important.
Here are some tips to create a secure password:
- do not keep it simple: use at least 8 characters, including uppercase letters, numbers and symbols;
- be unique: do not use the same password for multiple websites; and
- use a password manager: this tool can securely store your passwords.
You can update your account details and password under My Account.
Please note that our website may contain links to other websites. Those websites have their own privacy policies and may collect your personal information. We cannot control what they do, so please make sure you check their privacy policies too.
How long do we keep your personal information for?
We do not keep your information forever. We only keep your information for as long as we actually need it, including when:
- you use our website or services;
- the law requires us to keep it; and
- we require it for our own record-keeping purposes.
If we need your information for multiple purposes and one of those purposes no longer applies, we will stop using your information for that specific purpose. However, we may continue to use it for other purposes that are still relevant.
For example, if you unsubscribe from our marketing emails, we will stop using your email address for marketing, but we may still need to use it to send you updates about your order.
You can ask us to delete your personal information at any time, although this may limit the services we can offer you.
What are your rights under POPIA?
You can:
- request a record or description of your personal information;
- ask for information about third parties who have had access to your personal information;
- ask that we correct inaccurate information;
- ask that we delete your personal information; or
- object to us using your personal information, although this may affect the services we can offer you.
Remember:
- even if you ask us to delete your information or object to us using some of your information, we may still need to keep certain information for legal or record-keeping reasons;
- it may take some time to make changes to your information and for those changes to reflect across our systems; and
- we may charge an administrative fee for complex requests, where allowed by law.
If you want us to stop using your personal information, please contact us.
How do we use technology and automated tools?
We may use technology and automated tools to help improve your shopping experience. For example, these tools may help us suggest products you may like, improve search results or make the website easier to use.
Where we use these tools:
- we use them to support and improve your experience;
- we take privacy and security into account;
- we do not use them to make decisions that unfairly affect you; and
- we aim to ensure our systems are reviewed and used responsibly.
Do we send your personal information overseas?
Sometimes, yes. For example, we may use cloud services, website platforms or service providers that store or process information in other countries.
We will only send what is necessary and will take reasonable steps to ensure that appropriate safeguards and protections are in place.
Do we use cookies?
We use cookies and similar technologies on our website. Cookies are small text files stored on your device when you visit websites.
They help us:
- remember your preferences and previous visits;
- show you products or content that may be relevant to you;
- understand how people use our website so we can improve it;
- see which features people like and which may need work through analytics; and
- spot suspicious activity and keep our website safe.
You can manage or disable cookies through your browser settings.
How to lodge a complaint
If you are unhappy about how your personal information is handled, or if you have any questions about how we treat your information, please contact us.