Privacy Policy

Privacy Policy

 

At Solenne, we believe that caring for you also means respecting your privacy.

This Privacy Policy explains how we collect, use, store, share and protect your personal information when you visit our website, place an order, create an account, contact us, subscribe to our communications or otherwise interact with Solenne.

It also explains the rights available to you under applicable UK data protection law and how you can exercise them.

The Laws That Apply

We handle personal information in accordance with applicable UK data protection and privacy legislation, including, where relevant:

  • the UK General Data Protection Regulation (UK GDPR);

  • the Data Protection Act 2018;

  • the Privacy and Electronic Communications Regulations (PECR); and

  • the Data (Use and Access) Act 2025, including amendments made by that legislation to the UK data protection framework.

What Is Personal Information?

Personal information means information relating to an identified or identifiable individual.

It may include information such as your name, email address, postal address, telephone number, online identifiers, order history or other information that can identify you directly or indirectly.

Information that has been genuinely anonymised so that you can no longer reasonably be identified is not treated as personal information under this policy.

Personal Information We May Collect

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

Identity Information

This may include:

  • first name;

  • surname;

  • account username, where applicable; and

  • other identifiers associated with your customer account or order.

Contact Information

This may include:

  • billing address;

  • delivery address;

  • email address; and

  • telephone number.

Order & Transaction Information

This may include:

  • products purchased;

  • order numbers;

  • purchase dates;

  • order values;

  • discounts or promotional codes used;

  • delivery method;

  • returns;

  • refunds;

  • exchanges; and

  • communications relating to your order.

Payment Information

Payments are generally processed by third-party payment service providers.

Depending on the payment method used, we may receive limited payment-related information such as:

  • payment status;

  • payment method;

  • transaction reference;

  • billing information; and

  • limited card information such as the card type or last digits.

Unless expressly stated otherwise, Solenne does not need to receive or store your full payment card number or security code when these are handled directly by an authorised payment provider.

Account Information

If customer accounts are available, we may process information such as:

  • account login details;

  • account preferences;

  • saved addresses;

  • previous orders; and

  • account activity.

Passwords should be stored or processed using appropriate security measures and should never be visible to our Customer Care team in plain text.

Customer Care Information

When you contact us, we may collect:

  • the contents of your message;

  • order information;

  • correspondence history;

  • photographs you send us;

  • information relating to returns or damaged products; and

  • any other information you voluntarily provide in connection with your enquiry.

Technical & Device Information

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

  • IP address;

  • browser type and version;

  • device type;

  • operating system;

  • approximate location derived from IP address;

  • time zone;

  • language;

  • device identifiers;

  • website activity;

  • referring pages; and

  • diagnostic or security information.

Usage Information

We may collect information about how visitors use our website, such as:

  • pages viewed;

  • products viewed;

  • links selected;

  • browsing activity;

  • session information;

  • interactions with website features;

  • shopping basket activity; and

  • navigation patterns.

The use of cookies or similar technologies for these purposes is subject to applicable privacy and electronic communications rules.

Marketing & Communication Information

This may include:

  • whether you have subscribed to marketing;

  • marketing preferences;

  • communications sent to you;

  • whether messages were delivered, opened or interacted with, where lawfully tracked;

  • your response to promotions; and

  • your opt-out or unsubscribe status.

Reviews & User-Submitted Content

If you leave a review, submit photographs, respond to a survey or otherwise provide content to Solenne, we may process:

  • your name or chosen display name;

  • review content;

  • ratings;

  • photographs or videos;

  • product information; and

  • related submission information.

We will explain where content is intended to be published publicly.

Fraud Prevention & Security Information

We or our service providers may process information relevant to preventing fraud, abuse, unauthorised transactions or security incidents.

This may include:

  • IP addresses;

  • transaction patterns;

  • order information;

  • account activity;

  • device information;

  • payment risk indicators; and

  • information generated by security or fraud-prevention systems.

How We Collect Your Information

We may collect personal information in several ways.

Information You Give Us Directly

For example, when you:

  • place an order;

  • create an account;

  • complete a contact form;

  • contact Customer Care;

  • subscribe to marketing;

  • participate in a promotion;

  • submit a review;

  • request a return or refund; or

  • otherwise communicate with us.

Information Collected Automatically

Certain information may be collected automatically when you visit or interact with our website through technologies such as:

  • cookies;

  • pixels;

  • tags;

  • local storage;

  • server logs; and

  • similar storage or access technologies.

For more information, please see our Cookie Policy.

Information From Other Organisations

We may receive information from organisations that help us operate our business, such as:

  • payment providers;

  • ecommerce platforms;

  • delivery and logistics providers;

  • fraud-prevention services;

  • analytics providers;

  • advertising platforms;

  • social media platforms; and

  • technology or Customer Care providers.

We will only use information received from another source where we have an appropriate lawful basis to do so.

How & Why We Use Your Personal Information

We will only process personal information where we have a lawful basis for doing so.

Depending on the activity, this may include processing because it is:

  • necessary to enter into or perform a contract with you;

  • necessary to comply with a legal obligation;

  • necessary for our legitimate interests or those of another party, where those interests are not overridden by your rights and interests;

  • based on your consent;

  • necessary to protect someone's vital interests, in rare circumstances; or

  • otherwise permitted by applicable law.

The principal ways in which we use personal information are described below.

Processing & Delivering Your Order

We use information such as your name, contact details, delivery address and transaction information to:

  • process your order;

  • take or verify payment;

  • prepare your products;

  • arrange delivery;

  • provide order confirmations;

  • provide tracking information;

  • process cancellations;

  • process returns and refunds; and

  • communicate with you about your purchase.

Lawful basis: Performance of a contract with you and, where applicable, compliance with legal obligations.

Managing Your Customer Account

Where customer accounts are available, we may process personal information to:

  • create and maintain your account;

  • display order history;

  • save preferences;

  • authenticate account access; and

  • provide account functionality.

Lawful basis: Performance of a contract and our legitimate interests in operating our customer services.

Customer Care

We use personal information to:

  • respond to questions;

  • investigate delivery problems;

  • handle complaints;

  • assist with returns and refunds;

  • investigate damaged or incorrect products;

  • respond to product enquiries; and

  • maintain a record of our communications where appropriate.

Lawful basis: Performance of a contract, compliance with legal obligations and/or our legitimate interests in providing effective customer service and resolving disputes.

Preventing Fraud & Protecting Our Business

We may process information to:

  • detect suspicious transactions;

  • prevent fraud;

  • protect customer accounts;

  • protect our website;

  • enforce our Terms & Conditions;

  • investigate misuse;

  • protect our legal rights; and

  • maintain the security of our systems.

Lawful basis: Our legitimate interests in protecting Solenne, our customers and our services, and compliance with legal obligations where applicable.

Improving Solenne & Our Website

We may use information to:

  • understand how our website is used;

  • identify technical issues;

  • improve website functionality;

  • analyse customer journeys;

  • understand product interest;

  • improve our services; and

  • develop our customer experience.

Depending on the technology involved, we may rely on consent where required by PECR or other applicable law.

Where consent is not required and the processing is otherwise permitted, we may rely on our legitimate interests in understanding and improving our business.

Legal, Regulatory & Accounting Purposes

We may process and retain information where necessary to:

  • maintain business and accounting records;

  • comply with tax requirements;

  • comply with consumer protection obligations;

  • respond to regulators;

  • comply with lawful requests;

  • establish, exercise or defend legal claims; and

  • meet other legal or regulatory requirements.

Lawful basis: Compliance with legal obligations and/or our legitimate interests in protecting our legal rights.

Marketing Communications

If permitted by law, we may contact you about Solenne products, launches, offers, news or other marketing communications.

For electronic marketing, we will obtain your consent where consent is required.

In certain circumstances, applicable UK law may allow us to send marketing relating to our own similar products or services to existing customers without obtaining separate prior consent, provided the relevant legal requirements are satisfied and you were given an appropriate opportunity to opt out.

You can stop receiving marketing communications at any time by:

  • using the unsubscribe link in a marketing email;

  • adjusting available communication preferences; or

  • contacting us at [privacy/customer service email].

You will not be charged for exercising your right to opt out.

Opting out of marketing will not stop service communications that are necessary to fulfil an order, process a return, provide security information or otherwise administer your relationship with us.

We may retain limited information on a suppression list after you unsubscribe so that we can remember and respect your marketing preference.

Cookies & Similar Technologies

Our website may use cookies and similar storage or access technologies.

These technologies may be used for purposes including:

  • making the website function;

  • remembering selections;

  • maintaining your basket;

  • security and fraud prevention;

  • understanding website performance;

  • analytics;

  • personalisation; and

  • advertising or marketing measurement.

Some technologies may be used without consent where an applicable legal exception permits this.

Where consent is legally required, we will request it before using the relevant technology.

You can manage available preferences through our cookie consent or preference controls.

For detailed information about the technologies we use, their purposes and how to control them, please see our Cookie Policy.

Special Category Information

Solenne does not generally need special category personal information to sell haircare products.

However, you may sometimes voluntarily provide information relating to your health, allergies, sensitivities or an adverse reaction when contacting us about a product.

Health information may constitute special category personal data and receives additional protection under UK data protection law.

Please avoid providing medical or other highly sensitive information unless it is genuinely relevant to your enquiry.

Where we need to process special category information, we will only do so where an appropriate lawful basis and an additional legal condition for processing that information apply.

This may include circumstances relating to product safety, legal obligations or the establishment, exercise or defence of legal claims, where permitted by law.

We will not use information about a medical condition to make unrelated marketing decisions.

Who We Share Personal Information With

We may share personal information with trusted organisations where reasonably necessary to operate Solenne and provide our services.

These may include:

Ecommerce & Website Providers

Providers that host, maintain or support our online store and associated technology.

Payment Providers

Banks, card processors, digital wallet providers, payment gateways and other organisations involved in processing or securing payments.

Fulfilment, Delivery & Logistics Providers

Warehouses, fulfilment centres, postal services, courier companies and logistics providers that help prepare and deliver your order.

Customer Care Providers

Services used to manage email, live chat, contact forms, customer support or returns.

Marketing & Communications Providers

Providers that help us manage newsletters, customer communications, advertising or campaigns, subject to applicable marketing and privacy requirements.

Analytics & Technology Providers

Providers that help us understand website performance, diagnose errors, maintain infrastructure or analyse customer interactions.

Fraud Prevention & Security Providers

Organisations that help us detect fraud, malicious activity, security threats or unauthorised transactions.

Professional Advisers

This may include lawyers, accountants, auditors, insurers, consultants and other professional advisers where reasonably necessary.

Government Authorities, Regulators & Courts

We may disclose information where required by law or where reasonably necessary to:

  • comply with a lawful request;

  • comply with regulatory obligations;

  • protect our legal rights;

  • investigate suspected unlawful activity; or

  • establish, exercise or defend legal claims.

Business Transactions

If Solenne or part of our business is subject to a sale, investment, restructuring, merger, acquisition or similar transaction, relevant personal information may be disclosed to potential or actual advisers, purchasers, investors or counterparties where lawful and appropriately protected.

Where another organisation processes personal information on our behalf, we take appropriate steps to require it to protect that information and process it in accordance with applicable data protection requirements.

International Transfers

Some of the organisations that help us operate our website, process payments, provide customer support, analyse our services, fulfil orders or perform other functions may process personal information outside the United Kingdom.

Where personal information is transferred from the UK to another country and the transfer is restricted under applicable data protection law, we will use an appropriate lawful transfer mechanism.

Depending on the circumstances, this may include:

  • transferring information to a country covered by applicable UK adequacy regulations;

  • using the UK International Data Transfer Agreement (IDTA);

  • using an applicable UK Addendum to recognised standard contractual clauses;

  • another legally recognised safeguard; or

  • an applicable statutory exception.

Where required, we also assess whether additional measures are appropriate to protect personal information in the destination country.

You may contact us if you would like further information about the safeguards relevant to your personal information.

How Long We Keep Your Information

We do not keep personal information for longer than reasonably necessary for the purposes for which it was collected, subject to legal, accounting, regulatory, security and dispute-resolution requirements.

The appropriate retention period depends on factors such as:

  • why we collected the information;

  • whether we have an ongoing relationship with you;

  • legal or accounting record-keeping requirements;

  • potential legal claims;

  • fraud-prevention requirements;

  • the sensitivity of the information; and

  • whether the information can be securely deleted or anonymised.

For example:

Order & Transaction Records

We may retain order and transaction records for the period necessary to comply with accounting, tax, consumer protection and legal obligations and to respond to potential disputes or claims.

Customer Care Records

Customer communications may be retained for as long as reasonably necessary to resolve the enquiry, maintain appropriate customer service records and deal with complaints or legal claims.

Marketing Information

Marketing contact information may be retained while you remain subscribed or while we otherwise have a lawful basis to use it.

Where you opt out, we may retain limited suppression information so that we can continue to honour your request.

Website & Technical Information

Technical and analytics information will be retained in accordance with the purposes for which it is collected, applicable provider settings, security requirements and our Cookie Policy.

When personal information is no longer required, we will delete it, securely dispose of it or anonymise it where appropriate.

How We Protect Your Information

We take appropriate technical and organisational measures designed to protect personal information from:

  • unauthorised access;

  • accidental loss;

  • misuse;

  • alteration;

  • disclosure; and

  • destruction.

Depending on the systems involved, these measures may include access controls, authentication, encryption, monitoring, secure service providers, staff controls and other security practices.

Access to personal information should be limited to people and service providers that genuinely require it for legitimate business purposes.

No internet transmission or storage system can be guaranteed to be completely secure.

If a personal data breach occurs, we will assess it and take the actions required by applicable data protection law, including notifying affected individuals or the relevant regulator where required.

Your Data Protection Rights

Depending on the circumstances and our lawful basis for processing, UK data protection law may give you rights concerning your personal information.

These may include:

Right to Be Informed

You have the right to receive clear information about how we collect and use your personal information.

This Privacy Policy is part of how we provide that information.

Right of Access

You may ask us for confirmation of whether we process your personal information and request access to personal information we hold about you.

Right to Rectification

You may ask us to correct personal information that is inaccurate or complete information that is incomplete.

Right to Erasure

In certain circumstances, you may ask us to delete personal information.

This right is not absolute, and we may need to retain information where we have a lawful reason or legal obligation to do so.

Right to Restrict Processing

In certain circumstances, you may ask us to restrict the way we use your personal information.

Right to Data Portability

Where the legal requirements are satisfied, you may have the right to receive certain personal information in a structured, commonly used and machine-readable format or ask us to transmit it to another organisation where technically feasible.

Right to Object

In certain circumstances, you may object to processing based on our legitimate interests.

You have an absolute right to object to the use of your personal information for direct marketing.

If you object to direct marketing, we will stop using your personal information for that purpose.

Right to Withdraw Consent

Where we rely on consent, you may withdraw that consent at any time.

Withdrawal does not affect the lawfulness of processing that occurred before consent was withdrawn.

Rights Relating to Automated Decisions

Where applicable law gives you rights relating to significant decisions made solely through automated processing, we will provide the safeguards and information required by law.

Not every request will apply in every circumstance.

We may also need to verify your identity before fulfilling a request in order to protect personal information from unauthorised disclosure.

How to Exercise Your Rights

To exercise a data protection right, please contact:

Email: support@solennestore.site

Please tell us:

  • your name;

  • how we can identify your account or order, where relevant;

  • which right you wish to exercise; and

  • sufficient information to help us locate the relevant personal information.

You do not normally need to pay a fee to exercise your statutory data protection rights.

We will respond within the timeframes required by applicable law.

Where permitted by law, we may request reasonable information to verify your identity or clarify the scope of your request.

Data Protection Complaints

If you are concerned about the way Solenne has collected, used, shared, stored or otherwise handled your personal information, you have the right to make a data protection complaint to us.

You can submit a complaint through:

Email: support@solennestore.site

or

Data Protection Complaint Form:

Please provide sufficient information for us to understand and investigate your concern.

We will:

  • provide a clear means of making a data protection complaint;

  • acknowledge receipt of your complaint within 30 days, where required by applicable law;

  • take appropriate steps to investigate the complaint without undue delay;

  • keep you appropriately informed; and

  • communicate the outcome of our investigation without undue delay.

We would appreciate the opportunity to address your concern directly.

However, you also have the right to raise a concern with the UK's independent data protection regulator:

Information Commissioner's Office (ICO)
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
United Kingdom

You can also find complaint information through the ICO's official website.

Your right to contact the ICO is not affected by contacting us first.

Automated Decision-Making & Profiling

We may use automated systems to support activities such as:

  • fraud detection;

  • transaction security;

  • website personalisation;

  • product recommendations; or

  • marketing analysis.

Many automated activities do not produce legal or similarly significant effects.

If we use solely automated processing to make a decision about you that has a legal or similarly significant effect, we will comply with applicable legal requirements and provide appropriate safeguards.

Where required, these safeguards may include giving you relevant information about the decision and an appropriate opportunity to obtain human involvement, express your point of view or challenge the decision.

Third-Party Websites & Services

Our website may contain links to websites, applications or services operated by other organisations.

Those organisations control their own processing of personal information and may have separate privacy policies.

Solenne is not responsible for the privacy practices of an independent third-party website merely because our website contains a link to it.

We encourage you to review the privacy information provided by the relevant organisation before providing personal information.

Social Media

If you interact with Solenne through a social media platform, both Solenne and the relevant platform may process information relating to your interaction.

Social media platforms operate under their own privacy terms and may independently determine how they use your information.

Please review the privacy information of the relevant platform if you would like to understand its practices.

Children

Our services are not specifically designed to collect personal information from children.

If we become aware that personal information relating to a child has been collected in circumstances where we do not have an appropriate lawful basis to process it, we will take appropriate steps in accordance with applicable data protection law.

Parents or guardians who believe a child has provided personal information to us inappropriately may contact us at [privacy email].

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect:

  • changes to our business;

  • changes to our website or technology;

  • new service providers;

  • changes to how we use personal information; or

  • changes to applicable law or regulatory guidance.

When we make changes, we will update the “Last updated” date at the top of this policy.

Where a change materially affects how we use personal information, we will take additional steps to inform you where required by law.

We encourage you to review this Privacy Policy periodically.