Privacy Policy

Last updated: 22 September 2026

This privacy policy explains what personal information we collect when you visit alouver.com, place an order or contact us, why we collect it, how long we keep it, who we share it with, and what rights you have. It is written for customers in the United Kingdom and follows the UK GDPR and the Data Protection Act 2018.

Who is responsible for your data

The data controller is:

Website name: ALOUVER
Company name: Trennety
Address: H. Roland Holstweg 11, 's-Gravenzande, Zuid-Holland, 2692 CA, Netherlands
E-mail: support@alouver.com
Contact form: contact
Phone: +31 6 41339190
Company number (KVK): 89621743
TAX number (VAT): NL004747675B80

We have not appointed a data protection officer; we are not required to. Send any data protection question to support@alouver.com and it will reach the person who deals with it.

What we collect

Contact and delivery details: name, email address, phone number, delivery and billing address.
Order information: the items you buy, return or exchange, order numbers, order history, tracking information.
Payment information: the payment method used, the last four digits of your card, and whether the payment succeeded. We never see or store your full card number. Card details go directly to our payment provider.
Account information, if you create an account: your email address, password (stored encrypted) and saved addresses.
Messages you send us: emails, contact form submissions and any photographs you attach.
Technical and usage information: IP address, device and browser type, pages viewed, and how you arrived at the site. Collected through cookies and similar technologies — see the cookies section below.

We do not collect special category data (health, ethnicity, beliefs, biometrics) and we ask you not to send it to us.

Why we use it, and on what legal basis

What we do	Why	Legal basis
Process and deliver your order, handle returns, exchanges and refunds	To do what you paid us for	Performance of a contract
Send order confirmations, dispatch notices and tracking updates	So you know where your order is	Performance of a contract
Answer your emails and messages	Customer service	Performance of a contract, and our legitimate interest in running a support function
Keep records of sales, VAT and refunds	Tax and accounting law	Legal obligation
Detect and prevent fraud and misuse, keep the site secure	To protect you and us	Legitimate interests
Understand which pages and products work, and improve the shop	To run a better shop	Consent, through the cookie banner
Send marketing emails to existing customers about similar products	To tell you about new pieces	Legitimate interests, under the soft opt-in in regulation 22 PECR — with an unsubscribe link in every message
Send marketing emails to people who have not bought from us	To tell you about new pieces	Consent, which you give when you sign up and can withdraw at any time
Show you advertising on other websites and measure whether it worked	To find customers affordably	Consent, through the cookie banner

You can unsubscribe from marketing at any time using the link in any message, or by emailing us. Unsubscribing does not stop the emails about an order you have placed — we still have to tell you when your parcel ships.

Who we share it with

We do not sell your personal information. We share it only with the organisations that help us run the shop, and only with what they need:

Who	What for	Where they process data
Shopify International Ltd	Hosting the shop, checkout, order and customer records	EU, with transfers to Canada and the United States
Shopify Payments / Shop Pay and the card schemes	Taking and refunding payments, fraud screening	EU, United States
ParcelPanel	Order tracking and the Track your order page	Outside the UK and EEA
Our carriers and fulfilment partners	Delivering your parcel and handling returns	UK, EU and the country of dispatch
Our email marketing platform	Sending marketing and abandoned-basket emails	EU, United States
Google Ireland Ltd	Advertising and measurement, where you consent	EU, United States
Meta Platforms Ireland Ltd	Advertising and measurement, where you consent	EU, United States

We may also disclose personal information where the law requires it, to a regulator or a court, to establish or defend legal claims, or to a buyer if we ever sell the business — in which case we will tell you first.

Sending data outside the UK

Some of the organisations above process data outside the United Kingdom and the European Economic Area, mainly in the United States. Where that happens we rely on one of the following: an adequacy decision covering that country, the UK International Data Transfer Addendum to the European Commission's standard contractual clauses, or the UK extension to the EU–US Data Privacy Framework where the recipient is certified under it. You can ask us for a copy of the safeguard that applies to a particular transfer.

How long we keep it

What	How long
Order, invoice and VAT records	7 years from the end of the financial year, because tax law requires it
Customer account	Until you ask us to delete it, then removed within 30 days apart from the order records above
Support emails and contact form messages	24 months after the matter is closed
Marketing contact details	Until you unsubscribe, and 12 months after that so we do not email you again by mistake
Website analytics and advertising data	14 months
Fraud and security logs	12 months

Cookies

We use cookies and similar technologies. Cookies that are strictly necessary — keeping you signed in, remembering your basket, processing your payment, protecting the site — are set without asking, because the site cannot work without them.

Everything else, including analytics and advertising cookies, is only set if you agree. You choose when the cookie banner appears on your first visit, and you can change your mind at any time by clearing the cookies for alouver.com in your browser, after which the banner appears again. Refusing does not stop you from shopping.

How we protect your information

The site runs over an encrypted connection. Payment data goes straight to providers certified to the PCI DSS standard; we never handle full card numbers. Access to customer records is limited to the people who need it. No system is perfect, so please do not send us sensitive information by ordinary email.

Your rights

Under the UK GDPR you have the right to:

ask what personal information we hold about you and get a copy;
have inaccurate information corrected;
have information deleted, where we no longer need it;
object to processing based on our legitimate interests, and object to direct marketing at any time — we must stop;
ask us to restrict how we use your information while a dispute is resolved;
receive information you gave us in a portable, machine-readable format;
withdraw consent at any time, where we rely on consent. Withdrawing does not affect what we did lawfully before.

Email support@alouver.com to use any of these. We answer within one month and it costs you nothing. We may need to verify who you are first — usually by asking you to write from the email address on the order. You can appoint someone to act for you; we will ask for proof that you authorised them. We will never treat you differently for exercising a right.

Children

Our shop is not aimed at children and we do not knowingly collect information about anyone under 16. If you are a parent or guardian and believe your child has given us their details, email us and we will delete them.

Automated decisions

We do not make decisions about you by automated means that produce legal effects or similarly significantly affect you. Our payment provider runs automated fraud checks on transactions; if a payment is declined on that basis you can contact us and a person will look at it.

Complaints

If you are unhappy with how we handle your personal information, tell us first at support@alouver.com — we would rather fix it. You also have the right to complain to the Information Commissioner's Office:

Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
Helpline: 0303 123 1113
Website: ico.org.uk

If you live in the EEA, you may complain to your national supervisory authority instead. In the Netherlands this is the Autoriteit Persoonsgegevens.

Changes to this policy

We may update this policy to reflect changes in what we do or in the law. The version on this page is the one in force, and the date it was last updated is at the top. If a change materially affects you, we will tell you.