Privacy statement

Welcome to our privacy policy. Here you will find how we handle personal data.

We respect the privacy of our customers and visitors and are committed to protecting personal data.

When you order products online through our webshop, we use your contact details and the information you provide to process your orders as quickly and easily as possible and to inform you about your order. We use personal data to make your shopping experience in our online shop as simple and special as possible, so that your visit to our website is tailored to your interests.

Underpolo B.V. is responsible for the processing of personal data by Underpolo and its affiliated companies. We would like to explain what that entails.

Objectives of the processing

We process personal data when shopping and afterwards for the following purposes:

• To make your shopping experience as pleasant as possible and to personalize our website to your interests
• To remind you of products that are still in your shopping cart via your e-mail address
• To find the right size and perfect fit via the Fit Finder
• To deliver your order to your home and track the journey of your package
• To process your return and track the journey of your return package
• To show you your shopping history and more in your personal account
• To process your subscription to the newsletter, as well as e-mails regarding the availability of a product, or to send you special offers and news
• To send e-mails regarding your order or return (order confirmation, shipping status updates, updates regarding your return, surveys, instructions for product maintenance)
• For direct marketing purposes, such as printed mailings or an e-mail on your birthday
• To analyze your visit to our websites and our brand stores to make your personal shopping experience better and even more remarkable
• To provide you with an effortless customer experience when you contact our customer service. We may use your phone number and/or e-mail address to understand and manage which orders and previous customer service correspondence belong to these identifiers.
• To analyze the traffic in our webshops and brand stores and to prevent misuse and/or fraud. Your IP address may be stored and processed during these activities.

Legal bases for the processing

Underpolo processes your data on various grounds: consent, legitimate interest and performance of the contract. You can withdraw your consent at any time.

Storage periods

We do not store your data longer than necessary or when there is no legal basis for processing the data.

Personal rights

We ensure that your rights are protected. Here we explain some of them.

• When logging into your Underpolo account, you can change your personal data at any time.
• To delete your account or access the data we process, you can send us a message via info@underpolo.com. Please note that there may be a legal obligation to keep (part of) your data in our database.
• If you have used the Fit Finder and no longer want us to use that data, please let us know via info@underpolo.com.
• Do you no longer wish to receive our newsletter or other updates? Please let us know via the unsubscribe button in the e-mails you have received from us.

Data security

Data security is an important part of the security of personal data and ensures that your personal data is safe with us. Our employees know how to handle personal data, keep it confidential and, if a data breach should occur, we will take the necessary steps, such as reporting it to the Dutch Data Protection Authority.

Underpolo works with various third parties to make your shopping experience and the ordering process as smooth as possible. We therefore share the necessary data with these third parties. This includes your payment via the payment service provider, sending your order to the fulfillment partner, sending the track-and-trace data by e-mail and providing the latest news about our range.

We only use secure servers, secure connections and we have processing agreements.

Data processors

Your data is processed within the European Union. We use the correct data processing agreements with the necessary (sub)processors.

When personal data is processed or stored outside the EU, we ensure that there are appropriate safeguards to protect personal data. In particular, we adhere to the standard contractual clauses of the European Commission.

You may recognize these third parties when you shop with us:

• Mollie, Paypal or other payment institutions
• Aftership, which allows you (and us) to track the package
• Klaviyo to send you e-mails, SMS or WhatsApp messages
• Shopify to securely store your account
• Trustpilot A/S for reviews
• ChatGPT/OpenAI for AI

Trustpilot

Trustpilot A/S provides review invitations to our customers whereby Trustpilot A/S acts as a data Processor to process relevant data. Your name, e-mail address and order details are shared with Trustpilot. Trustpilot takes care to keep personal data confidential. See Trustpilot privacy policy for more information. Reviews are used to evaluate and improve our services.

ChatGPT

We use ChatGPT, a natural language processing model developed by OpenAI, to improve user interactions and provide personalized assistance on our e-commerce website. When interacting with ChatGPT, certain data such as weight and height may be shared to facilitate customized recommendations and responses. This data is used solely within the context of the conversation to improve the quality of service and user experience. We attach great importance to the protection of your personal information and adhere to strict privacy standards. Your data will not be shared or sold to third parties for any purpose. By using ChatGPT on our website, you consent to the collection and processing of your data for the aforementioned purposes. For more information about how OpenAI processes data, please refer to their Privacy Policy.

Contact

Do you have a complaint about the processing of your data? Please let us know and we will try to resolve it together with you. Our contact details: info@underpolo.com You can also submit a complaint to the Dutch Data Protection Authority via www.autoriteitpersoonsgegevens.nl.

Changes

In the event of material changes to this Privacy Statement, we will always inform you of the changes. The most current version can always be found on the website.