Privacy policy

Cluve Sydney respects your privacy and is committed to handling personal information responsibly and transparently.

This Privacy Policy explains how we collect, use, store, disclose and protect personal information when you visit cluvesydney.com, place an order, contact our support team, subscribe to marketing communications or otherwise interact with us.

Please read this Privacy Policy before using our website or providing personal information.

COMPANY INFORMATION

Cluve Sydney is a brand operated by E-commercer Sales e Coelho Promoção de Vendas LTDA, a company registered in Brazil under CNPJ 38.476.922/0001-42.

Registered Business Address:

Avenida Paulista, 171 – 4th Floor
Bela Vista, São Paulo – SP
01311-904
Brazil

Email: support@cluvesydney.com

Website: https://cluvesydney.com

INFORMATION WE COLLECT

Depending on how you interact with us, we may collect:

• Your name.

• Email address.

• Telephone number.

• Billing and shipping address.

• Order, transaction and fulfilment information.

• Products viewed, purchased, returned or added to your cart.

• Customer service communications.

• Marketing preferences.

• Reviews, survey responses or other information you choose to provide.

• Device type and operating system.

• IP address.

• Browser type and settings.

• Website activity, referral URLs and interaction data.

• Cookie identifiers, advertising identifiers and similar technical information.

• Fraud prevention and security information.

We do not directly store complete payment card details. Payment information is processed by Shopify and authorised third-party payment providers.

HOW WE COLLECT INFORMATION

We may collect personal information:

• Directly from you when you place an order, create an account, contact us, request a return or subscribe to marketing.

• Automatically when you browse or interact with our website.

• From payment processors, shipping providers, Shopify and other service providers involved in fulfilling your order.

• From analytics, advertising and fraud-prevention providers.

• From publicly available or legally permitted sources where necessary to prevent fraud or protect our business.

HOW WE USE YOUR INFORMATION

We may use personal information to:

• Process and fulfil orders.

• Process payments and prevent fraudulent transactions.

• Arrange shipping and provide tracking updates.

• Provide returns, refunds, replacements and customer support.

• Communicate about orders, policies and service updates.

• Maintain and improve our website, products and services.

• Understand website performance and customer interactions.

• Personalise website content where permitted.

• Measure advertising performance.

• Display or support relevant advertising where permitted.

• Send marketing communications where consent or another lawful basis applies.

• Maintain security and investigate suspected misuse.

• Comply with tax, accounting, consumer protection and other legal obligations.

• Establish, exercise or defend legal claims.

LEGAL BASES FOR PROCESSING

Where applicable law requires a legal basis, we process personal information based on one or more of the following:

• Performance of a contract, including processing and delivering an order.

• Compliance with legal and regulatory obligations.

• Our legitimate business interests, including improving our services, preventing fraud and maintaining security.

• Your consent, including where required for marketing or non-essential cookies.

• Establishing, exercising or defending legal claims.

Where processing is based on consent, you may withdraw your consent at any time. Withdrawal does not affect processing that occurred before consent was withdrawn.

SHOPIFY SERVICES

Our online store is hosted by Shopify.

Shopify provides the e-commerce platform used to operate our website, process orders and support store functionality. Personal information submitted through our website may be processed by Shopify and its service providers.

Shopify may process information in accordance with its own privacy policies and applicable agreements with merchants.

For more information, visit:

https://www.shopify.com/legal/privacy/consumers

PAYMENT PROCESSING

Payments are processed by Shopify and authorised third-party payment providers.

We do not directly store complete payment card numbers or card security codes on our own servers.

Payment providers may collect and retain payment, transaction, fraud-prevention and identity verification information in accordance with their own privacy policies and legal obligations.

ANALYTICS AND SEARCH SERVICES

We currently use Google Analytics to understand how visitors interact with our website.

Google Analytics may collect information such as:

• IP address.

• Device and browser information.

• Pages viewed.

• Referral sources.

• Approximate location.

• Website events and interactions.

We also use Google Search Console to understand our website’s visibility and performance in Google search results. Search Console primarily provides aggregated search and website performance information.

GOOGLE ADVERTISING

We use or may use Google Ads and related Google advertising technologies to:

• Measure advertising performance.

• Understand whether an advertisement led to a visit or purchase.

• Create advertising audiences where permitted.

• Display relevant advertisements.

Google may use cookies, advertising identifiers and similar technologies to process information about visits and interactions.

Where required, advertising cookies will only be activated after the visitor has made the appropriate choice through our cookie settings.

FUTURE ADVERTISING TECHNOLOGIES

We may introduce additional advertising technologies, including:

• Meta Pixel and Meta Ads.

• TikTok Pixel and TikTok Ads.

• Pinterest Tag and Pinterest Ads.

If activated, these services may use cookies, pixels and similar technologies to measure advertising performance, create audiences and support personalised advertising where permitted.

We will update our privacy and cookie disclosures when these technologies are activated. Visitors will be provided with available consent and opt-out controls as required by applicable law.

COOKIES AND SIMILAR TECHNOLOGIES

We use cookies, pixels, tags and similar technologies for purposes that may include:

• Operating essential website functions.

• Maintaining cart and checkout functionality.

• Remembering preferences.

• Protecting the website and preventing fraud.

• Measuring website traffic and performance.

• Understanding how visitors use the website.

• Measuring advertising performance.

• Supporting personalised advertising where permitted.

Cookies may be classified as:

• Strictly necessary cookies.

• Functional cookies.

• Analytics cookies.

• Advertising or targeting cookies.

Where required by applicable law, we request permission before using non-essential analytics or advertising cookies.

You can manage available cookie choices through our cookie banner or privacy settings. You may also control cookies through your browser settings.

Disabling some cookies may affect website functionality. Strictly necessary cookies cannot always be disabled because they are required for the website, cart, checkout or security functions to operate.

DIRECT MARKETING

Where permitted, we may send marketing communications about products, offers or store updates.

You can unsubscribe from marketing emails at any time by:

• Clicking the unsubscribe link in the email.

• Contacting support@cluvesydney.com.

Unsubscribing from marketing does not prevent us from sending essential service communications, such as order confirmations, shipping updates, policy notices or responses to support requests.

SHARING YOUR INFORMATION

We may share personal information with service providers that assist us with:

• Website hosting and e-commerce services.

• Payment processing.

• Order fulfilment and shipping.

• Customer support.

• Email and marketing communications.

• Analytics and website performance.

• Advertising and campaign measurement.

• Fraud prevention and security.

• Accounting, legal and regulatory compliance.

We may also disclose information:

• To government, regulatory or law-enforcement authorities where required by law.

• To protect our rights, customers, systems or property.

• In connection with a merger, acquisition, restructuring or sale of business assets, subject to applicable legal safeguards.

We do not sell personal information for monetary compensation.

However, we may share limited identifiers and website activity information with analytics and advertising providers as described in this policy. Where applicable law treats this activity as a sale, sharing or targeted advertising, we will provide any required opt-out mechanism.

INTERNATIONAL PROCESSING AND DISCLOSURE

Cluve Sydney operates internationally.

Personal information may be processed or disclosed to service providers located outside the country where you live.

Overseas recipients are likely to be located in:

• Brazil.

• Australia.

• United States.

• Canada.

Additional processing locations may apply depending on the infrastructure and service providers used by Shopify, Google, payment providers, shipping companies and other technology providers.

When we disclose personal information internationally, we take reasonable steps to use providers and safeguards appropriate to the nature of the information and applicable privacy requirements.

DATA RETENTION

We retain personal information only for as long as reasonably necessary for the purposes described in this policy.

Retention periods may depend on:

• The duration of our relationship with the customer.

• Order fulfilment, returns and warranty requirements.

• Tax, accounting and record-keeping obligations.

• Fraud prevention and website security.

• Dispute resolution and legal claims.

• Consent and marketing preferences.

Order and transaction records may be retained for the period required by tax, accounting and consumer protection laws.

Marketing information may be retained until you unsubscribe or request that we stop using it, subject to any information we must retain to record your opt-out preference.

When personal information is no longer reasonably required, we may delete, anonymise or securely restrict access to it.

YOUR PRIVACY RIGHTS

Depending on applicable law, you may have the right to:

• Request confirmation that we process your personal information.

• Request access to your personal information.

• Request correction of incomplete, outdated or inaccurate information.

• Request deletion or anonymisation of information where applicable.

• Withdraw consent where processing is based on consent.

• Object to or request restriction of certain processing activities.

• Opt out of direct marketing.

• Request information about service providers or other parties with whom information has been shared.

• Request portability where required by applicable law.

• Request review of certain automated decisions where applicable.

Some rights are subject to legal exceptions.

For example, we may need to retain certain information for tax, accounting, fraud prevention, dispute resolution or other legal obligations even after a deletion request.

To submit a privacy request, email:

support@cluvesydney.com

Please provide sufficient information for us to identify the relevant records. We may request reasonable verification before providing access to, correcting or deleting personal information.

PRIVACY COMPLAINTS

If you believe we have not handled your personal information appropriately, contact:

support@cluvesydney.com

Please include:

• Your name and contact details.

• A description of your concern.

• Relevant dates, order numbers or supporting information.

We will acknowledge privacy complaints within a reasonable period and aim to provide a substantive response within 30 days.

If additional time is required, we will notify you where reasonably practicable.

If your concern is not resolved, you may have the right to contact an appropriate privacy regulator, including:

• The Office of the Australian Information Commissioner, where Australian privacy law applies.

• The Brazilian National Data Protection Authority, where the Brazilian General Data Protection Law applies.

CHILDREN’S PRIVACY

Our website and products are not directed to children under the age of 16.

We do not knowingly collect personal information from children under 16.

If you believe a child has provided personal information to us, contact support@cluvesydney.com so that we can review and, where appropriate, delete the information.

INFORMATION SECURITY

We implement reasonable technical and organisational measures designed to protect personal information from:

• Unauthorised access.

• Misuse.

• Interference.

• Loss.

• Alteration.

• Unauthorised disclosure.

These measures may include access restrictions, secure payment processing, encryption in transit and security monitoring.

However, no website, transmission method or electronic storage system can be guaranteed to be completely secure.

DATA INCIDENTS

If we become aware of a data incident involving personal information, we will assess the incident and take reasonable steps to contain and address it.

Where required by applicable law, we will notify affected individuals and the appropriate regulatory authority.

THIRD-PARTY LINKS

Our website may contain links to websites or services operated by third parties.

We are not responsible for the privacy practices of third-party websites. We encourage you to review their privacy policies before providing personal information.

CHANGES TO THIS PRIVACY POLICY

We may update this Privacy Policy to reflect changes to:

• Our business practices.

• Website features.

• Service providers.

• Advertising technologies.

• Legal or regulatory requirements.

The updated policy will be published on this page with a revised “Last Updated” date.

Material changes may also be communicated through the website or by email where appropriate.

CONTACT INFORMATION

For privacy questions, requests or complaints, contact:

Cluve Sydney