• the date and time of the request,
Providing your personal data to us is not required by law and is voluntary. However, the provision of your data is necessary for the use of certain services. This applies, for example, to your usage data, without which we cannot technically offer our website content. Failure to provide required data will result in us being unable to provide the service or function in question. In the case of optional data, failure to provide it may mean that our services are unable to provide in the same form and extent as usual.
You have the option of registering in our webshop. Registration is not necessary to place an order. We only collect the data required for registration and provision of the service (e.g., name, e-mail address, date of birth, password). For the purpose of registration, we collect your e-mail address and your chosen password. You can also log in with your Google or Apple account. In this case, we receive the email address and your name from Google LLC or Apple, Inc. The processing is necessary for the performance of a contract or for pre-contractual activities.
We will collect, use and store the personal information listed above to provide you with our services, to facilitate deliveries of our products to you, for administrative purposes, for marketing and other purposes as described further below or to deal with any enquiries or issues you have about our website, products, services and your orders. The processing of data for these purposes is either necessary for the performance of existing contracts or pre-contractual activities, or based on our legitimate interest, e.g. in responding to your enquiry and optimizing our customer service or verifying your identity in order to protect your data and prevent misuse, or based on your express consent. You can revoke your consent at any time with effect for the future by contacting us.
As part of the customer review process, you have the opportunity to voluntarily share information about your experiences with our products. When you submit a product review on our website, we process the data you provide in order to display your review and, where applicable, associate it with our product offerings. If the product you reviewed is also available in other webshops, your review may also appear on multiple websites of the Lovehoney Group.
The data we process includes information about the reviewed product (in particular its design and quality), your experience using the product, your chosen reviewer username, and your email address (which is not published and is used solely for authentication purposes and, if necessary, to contact you with questions about your review). We use service providers (such as “Yotpo”) to manage and display customer reviews. This helps ensure, in particular, that reviews are submitted by actual buyers.
You have the option of contacting us by telephone, post, chatbot or via our contact form. To use our contact form, we first need the data marked in it as mandatory. In the case of a contact enquiry, we may need to verify your data by entering your email address or other data into our customer database. If you have not objected to receiving a survey, we may also send you a satisfaction survey about our customer service by email afterwards. We use this data based on our legitimate interest to answer your enquiry or to optimise our customer service. In the case of warranty processing, the legal basis may also be contract fulfilment. When you contact us in connection with a potential product defect or damage incident, we may process your data by communicating with you, assessing and handling your request and, where necessary, sharing relevant information with our insurance provider, legal advisors, authorities, or other parties involved in the resolution of the matter. In this case, we process your data to comply with our legal obligations relating to product safety and product liability and based on our legitimate interests in managing and resolving related claims.
Our website offers AI-based chat assistants (“Chatbots”) that provide automated support and advice. These Chatbots are not operated by human advisors but use artificial intelligence (AI) and algorithms to assist you with enquiries and provide personalized recommendations. During a chat session, you may voluntarily provide personal information such as your name, email address, order number, or other details necessary to handle your enquiry. Chat transcripts may also include interaction data, time stamps, and technical metadata. We process your personal information to provide automated customer support and to respond to your enquiries. Where your request relates to an existing contract or is made in preparation for entering into one, the processing is based on performance of a contract or pre-contractual measures. We also process data to ensure efficient and user-friendly communication based on our legitimate interest to continuously improve our chatbot and customer service experience. If the chatbot offers personalized shopping recommendations, this may involve limited profiling based on your previous interactions or user behaviour. Such processing is carried out based on our legitimate interest. There is no fully automated decision-making with legal or similarly significant effects. We use Salesforce as a technical service provider to record and track conversations. Salesforce acts as a processor bound by instructions under a data processing agreement. We delete or anonymize your data once the enquiry has been completed and the data is no longer required for the stated purposes, unless legal retention obligations apply. Technically necessary cookies are used for the use and operation of the chat function. We use these cookies on the basis of our legitimate interest in recognizing your internet browser in order to be able to distinguish individual users of the chat function on our websites. We are supported in the provision and analysis of the chats by processors bound by instructions.
You can subscribe to a personalized newsletter and marketing communications with exclusive discounts and information about our products, self-love and pleasure on our website or through other channels, such as social media. To subscribe, we require your e-mail address, and optionally your telephone number or your postal address, depending on the preferred communication channel. Our newsletter and marketing communication may be sent by any of the companies of the Lovehoney Group. Therefore, your data may be shared within the company group.
If we receive your postal or e-mail address in connection with the sale of a product or service or by other means, we may use it for direct advertising, e.g. for similar goods or services, provided you have not objected to the processing. We may also use your name to address you personally. Additionally, we may use your email address to send you our customer satisfaction surveys after you have purchased a product from us, asking you to rate us, for example on TrustPilot.
We may run contests, giveaways or other campaigns from time to time. Participation is voluntary. If you choose to participate, we will process your email address and, in some cases, your name, address or other personal data in order to verify your eligibility to participate, notify you of the result and, if you win, send you the price. If you have given your consent, you will also receive our newsletter, which you can unsubscribe from at any time. We will delete your data as soon as we no longer need it to determine and notify the winner unless legal retention obligations do not conflict with deletion.
The legal basis for this data processing is your consent and our legitimate interest in conducting the campaign, determining the winner, notifying them, and sending our newsletter. Please note, that, should you revoke your consent during an ongoing campaign, your participation can then no longer be considered, and you will no longer have the chance to win a price.
The business relationships with our contractual partners requires the processing of data. Insofar as this data allows conclusions to be drawn about a natural person (e.g. contact person of a company, supplier, vendor), this is considered personal data. We only process personal data that we receive from you as part of our business relationship. This includes name, address, company affiliation and your contact details (telephone number, e-mail address).
It may also be necessary to process your personal data to pursue our legitimate interests. These legitimate interests are, in particular, the conclusion or performance of contracts and other business relationships with our business partners, suppliers or interested parties for whom you may act as a representative or employee. Further legitimate interests are internal administrative purposes (e.g. accounting) or to ensure IT security and IT operations as well as to carry out compliance investigations, to ensure building and plant security or to assert, exercise or defend legal claims.
As part of our business relationship, you must provide the personal data that is necessary for the establishment, execution and termination of a business relationship and for the fulfilment of the associated obligations, which we are legally obliged to collect or which we are entitled to collect on the basis of legitimate interests. Without this data, we will generally not be able to contact you and/or enter into a business relationship with you. If you provide us with data voluntarily, we will indicate this accordingly when collecting the data.
If you send us a job application, you determine which data you wish to provide us with. However, to be able to consider your application, usually the following information is required: name, address, email address, cover letter or desired position, CV, references and qualifications.
In addition, you can decide for yourself whether you would like to provide us with further information, e.g. your hobbies, date of birth, telephone number or a photo. The provision of this data is voluntary and is not mandatory for the application. If you include voluntary data in your application, we will process it on the basis of your consent. You can revoke your consent at any time with effect for the future. Please contact the Lovehoney Group company to which you have applied. We receive your application data mainly from you. In some cases, we may enter your name in a search engine and process information from the Internet. Your data will be treated confidentially. If necessary, we use service providers who are strictly bound by our instructions, e.g. in the areas of IT and with whom separate contracts for order processing have been concluded. Your data will not be passed on beyond this. If an employment contract is concluded after the application process, we will store the data from your application that is required for the fulfilment of your employment relationship (i.e. performance of the employment contract). If your application is unsuccessful, your documents will be deleted as soon as they are no longer required for us to defend ourselves against potential legal claims brought by you. Therefore, the processing until the deletion takes place in our legitimate interest to be able to defend ourselves against any complaints concerning the application. The specific retention period depends on the location of the company (and the legal requirements applicable there) to which you have submitted your application.
The Lovehoney Group is an internationally operating group of companies. Due to partially existing matrix structure, your personal data may be shared with other companies within the Lovehoney Group for internal administrative purposes (for example, for corporate strategy, compliance, auditing and monitoring, research and development and quality assurance), based on other legitimate interests or in the context of commissioned data processing. Your personal data may be transferred internationally. Our companies are located in countries within the European Union (EU)/the European Economic Area (EEA), in the United Kingdom (UK), Switzerland as well as in the United States of America (USA), Canada, Australia, and China.
We may also disclose limited personal data to potential investors, acquirers, or their professional advisers — such as legal, financial, or technical consultants — where necessary to evaluate or complete a merger, acquisition, financing, restructuring, or other corporate transaction. Such disclosure is made under strict confidentiality obligations and, where feasible, in aggregated or pseudonymised form. This processing is based on our legitimate interests in enabling and securing potential corporate transactions that ensure the continuity and growth of our business. We do not sell or share personal information for marketing or advertising purposes, and any disclosures described herein do not constitute a ‘sale’ or ‘sharing’ under the CCPA/CPRA.
We use cookies on our websites that are necessary for the use of our websites. Cookies are small text files that can be stored and read on your end device. A distinction is made between session cookies, which are deleted as soon as you close your browser, and permanent cookies, which are stored beyond the individual session. We do not use these necessary cookies for analysis, tracking or advertising purposes. Some of these cookies only contain certain setting information and are not personally identifiable. They may also be necessary to enable user guidance, security and implementation of the site. We use these cookies based on our legitimate interest.
• We use a recognition method that allows us to record and subsequently analyze URL clickstreams, products viewed or searched for, page response times, download errors, lengths of visits to certain pages, page interaction information such as scrolling, clicks, mouse-overs or keyboard inputs of our visitors, and methods used to browse away from the page.
If you log in to the third-party service provider with your own user data, the respective unique identifiers of different browsers and end devices can be linked to each other. For example, if the third-party provider has created a separate feature for the laptop, desktop PC or smartphone or tablet you are using, these individual features can be assigned to each other as soon as you use a service of the third-party provider with your login data. In this way, the third-party service provider can also target our advertising campaigns across different end devices.
We sometimes advertise and link to services offered by third parties on our website. As the operator of the website, we receive a commission if you follow the affiliate link and subsequently take advantage of the third party’s offers. In order to operate affiliate programs and ensure the economic viability of our online offer, we use tracking cookies to store information on the end devices of our website visitors and collect this information from these devices. For this purpose, the affiliate links and our offers are supplemented by certain values that form part of the link or are stored in a cookie. The values include, in particular, the source website (referrer), time of access, our online identifier as the operator of the website on which the affiliate link was located, an online identifier of the respective offer, an online identifier of you as a website visitor, as well as specific values such as advertising material ID, partner ID and categorisations.
On our website you will find links to the social media services Facebook, Instagram, TikTok, X and YouTube. If you follow these links, you will reach our company presence or be given the opportunity to share a page, provided you have an account with the respective social media service. When you click on the link to a social media service, a connection is established to the servers of the social media service. This informs the servers of the social media service that you have visited our website. In addition, further data is transmitted to the provider of the social media service. For example:
In connection with your participation in a product testing campaign, including surveys, we may collect and use the following information of you: name, postal address, email address, telephone number, bank account details, age and/or date of birth, your profession, your opinion to our products or other topics and other information as specified in the rules of the campaign, as the case may be.
• Object to any processing of personal information that we process, among the other purposes, on the “legitimate interests” or “public interests” grounds, including profiling, unless our reasons for the underlying processing outweighs your interests, rights, and freedoms and according to the applicable legislation;
· Identifiers, such as name, address, online identifier, internet protocol address, e-mail address, account name, social security number, driver’s license number, passport number, or other similar identifiers;
· Additional personal information described in California Civil Code Section 17980.80, such as telephone number, bank account number, credit card number, debit card number, or any other financial information, employment, and employment history;
(h) Personal Information Retention. We retain the personal information that we collect to achieve the purposes for which the personal information was collected. In certain cases, we may need to retain personal information for purposes required under applicable law, for tax, accounting, or audit purposes, or for other purposes permitted or required under law. (i) Use and Disclosure of Sensitive Personal Information. We may collect “sensitive” personal information for limited purposes, such as for selling our products and offering our website. We do not use or disclose your sensitive personal information outside of the following purposes:
· The right to know what personal information that we have collected about you, including the categories of information, the categories of sources from which the personal information is collected, the business or commercial purpose for collecting, selling, or sharing personal information, the categories of third parties to whom we disclose personal information, and the specific pieces of personal information we have collected about you;
• Right to Opt-Out: The right to opt out of the processing of your personal data for purposes of: (1) targeted advertising, (2) the sale of personal data, or (3) profiling in furtherance of decisions that product legal or similarly significant effects concerning you. Note, however, that we do not engage in (3), so that right does not apply.
We may store your personal information on servers and systems under our control or on servers and systems that we license. To carry out the purposes described in the Global Privacy Policy, your personal information may be transferred and stored outside of Canada, including in the United States. This means your data may be subject to the laws of other jurisdictions, which may not provide the same level of protection as in your province or in Canada. If we transfer your data, it will be subject to appropriate contractual safeguards, and the jurisdiction will be evaluated as required by applicable law.
(a) Right to be de-indexed or re-indexed: You have the right to request that we stop disseminating your personal information, deindex or reindex a hyperlink associated with your name that provides access to your information, particularly if such dissemination causes harm or violates the law or a court order. Once we receive and confirm your privacy request, we will delete (and instruct our service providers to delete) your personal information from our records, unless an exception applies under applicable privacy laws, including the Quebec Privacy Act. Please note that we may not be able to delete your personal information entirely in the following cases:
(b) Geolocation Data and profiling: When collecting geolocation data or any data associated with a technology that permits us to create a profile on you, which includes time and physical location related to your use of our website, application, device, or physical access to our office location, we will only use such geolocation or profiling features with your consent.
• Right to Correction, Addition, or Deletion (Article 34 APPI): If your personal information is inaccurate, incomplete, or outdated, you may request a correction, addition, or deletion.
