PRIVACY POLICY – CANDORA

PRIVACY POLICY – CANDORA

Candora ("we," "us," "our") takes your privacy seriously and handles your personal data with care. This privacy policy explains what personal data we collect, why we collect it, how we use it, and what rights you have — including specific rights available to residents of the UK, EU, United States, Canada, Australia, and New Zealand.

1. DATA CONTROLLER

Candora is the data controller/business responsible for the personal data described in this policy.

Email: support@trycandora.com

2. WHAT PERSONAL DATA DO WE COLLECT?

2.1 Information you provide when placing an order:

  • First and last name
  • Billing address
  • Shipping address
  • Email address
  • Phone number
  • Payment details (processed securely via our payment provider)

2.2 Information provided when signing up for our newsletter:

  • Email address
  • Preferences and interests (optional)

2.3 Information automatically collected when you visit our website:

  • IP address
  • Browser type and version
  • Time zone and general location (country/region level)
  • Pages and products viewed
  • Referring websites or search terms
  • Interaction with our website
  • Cookies (see Section 4)

3. HOW AND WHY WE USE YOUR DATA

We use your data to:

  • Process and ship your order
  • Process payments
  • Keep you informed about your order status
  • Send invoices and order confirmations
  • Respond to customer service enquiries
  • Handle returns or guarantee claims
  • Prevent fraud and secure our website
  • Improve our website, products, and services
  • Send marketing communications (only with your consent, where required)
  • Personalise product recommendations

Legal basis (UK/EU customers): We rely on performance of a contract, legitimate interest, and consent (Art. 6 GDPR / UK GDPR), depending on the purpose.

US customers: We do not sell your personal information for money. Some data sharing with service providers (e.g. ad platforms, analytics) may be considered a "sale" or "share" under certain state laws (e.g. CCPA/CPRA) — see Section 9 for your opt-out rights.

4. COOKIES

We use cookies to improve your website experience:

  • Necessary cookies
  • Analytics cookies (Google Analytics)
  • Marketing cookies (e.g. Meta/Facebook Pixel)

You can manage cookie preferences through our cookie banner or your browser settings.

More info: https://policies.google.com/privacy
Opt out of Google Analytics: https://tools.google.com/dlpage/gaoptout

5. SHARING PERSONAL DATA WITH THIRD PARTIES

We only share data when necessary, with:

  • Shopify (e-commerce platform)
  • Payment providers
  • Shipping and logistics partners
  • Klaviyo (email marketing)
  • Meta/Facebook and other advertising platforms
  • Legal or regulatory authorities, where required by law

We never sell your personal data for money.

6. INTERNATIONAL DATA TRANSFERS

As we serve customers across the UK, EU, US, Canada, Australia, and New Zealand, your data may be transferred to and processed in countries outside your own. Where required, we use appropriate safeguards, including:

  • Standard Contractual Clauses (SCCs)
  • UK International Data Transfer Addendum
  • Adequacy decisions
  • Data processing agreements with our service providers

7. RETENTION PERIODS

  • Orders: 7 years
  • Newsletter data: until you unsubscribe
  • Cookies: max. 2 years
  • Account data: max. 3 years
  • Support correspondence: max. 2 years

We retain data only as long as necessary for the purposes described, or as required by law.

8. SECURITY OF YOUR DATA

We protect your data through:

  • SSL/TLS encryption
  • Secure servers
  • Restricted access controls
  • Two-factor authentication
  • Regular backups

In the event of a data breach, we will notify affected individuals and relevant authorities in accordance with applicable law.

9. YOUR RIGHTS

UK & EU residents (UK GDPR / GDPR):
You have the right to access, correct, erase, restrict, or port your data, object to processing, and withdraw consent at any time.
Supervisory authority: UK Information Commissioner's Office (ICO) — https://ico.org.uk

US residents (CCPA/CPRA and other applicable state laws):
Depending on your state, you may have the right to:

  • Know what personal information we collect and how it's used
  • Request deletion of your personal information
  • Correct inaccurate personal information
  • Opt out of the "sale" or "sharing" of personal information
  • Non-discrimination for exercising your rights

To exercise these rights, contact support@trycandora.com.

Canadian residents (PIPEDA):
You have the right to access your personal information, request corrections, and withdraw consent for its use, subject to legal and contractual restrictions.

Australian residents (Privacy Act 1988 & Australian Privacy Principles):
You have the right to access and correct your personal information, and to lodge a complaint about how we handle it.
If unresolved, you may contact the Office of the Australian Information Commissioner (OAIC) — https://www.oaic.gov.au

New Zealand residents (Privacy Act 2020):
You have the right to access and correct your personal information.
If unresolved, you may contact the Office of the Privacy Commissioner — https://www.privacy.org.nz

To exercise any of the above rights, contact: support@trycandora.com. We will respond within the timeframe required by applicable law (typically 30 days).

10. COMPLAINTS

If you're unhappy with how we've handled your data, please contact us first at support@trycandora.com so we can try to resolve it. You also have the right to lodge a complaint with your local data protection authority (see Section 9 for the relevant body in your region).

11. DO NOT TRACK

We currently do not respond to Do Not Track (DNT) browser signals.

12. CHILDREN'S PRIVACY

Our products and website are not intended for individuals under 16 (or under 13 for purposes of US COPPA compliance). We do not knowingly collect personal data from children.

13. AUTOMATED DECISION-MAKING & PROFILING

We use limited profiling for product recommendations and email personalisation. This does not produce legal or similarly significant effects on you.

14. CHANGES TO THIS POLICY

We may update this policy from time to time to reflect changes in our practices or legal requirements. Please check back periodically.

15. CONTACT US

Candora
Attn: Privacy Officer
📧 support@trycandora.com

We aim to respond to all privacy requests within 48 hours, and within any shorter timeframe required by applicable law.