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Privacy Policy

At SOUL IS FREE, we take our customers' privacy and security very seriously, and we are 100% committed to protecting it so that you can shop without any worries.

We use the information we collect about you to process orders and provide a more personalized shopping experience. Please read on for more details about our privacy policy.

Who are we?

Where we use the terms "we", "us", "our"and"SOUL",  we are specifically referring to SOUL IS FREE.

Consent
  • We may send you marketing messages by email, SMS, social media, and post about ourselves and our products if you have not unsubscribed and have purchased similar products or otherwise signed up or consented to receive marketing messages from a brand or entity.
  • You have the right to withdraw your consent to the processing of this nature at any time by contacting our customer care team. You can also inform us that you no longer wish to receive marketing information from us by logging in to your online account.
    What information do we collect about you?
    Information you provide us
    • If you join our registry or request through the services, we will collect your first and last name, postal address, and email address.
    • If you make a purchase through the service, we will ask you to register. We will also request your credit card number, shipping address, telephone number for the shipping address, and any other information that may be required.
    • If you contact our customer service, we will ask you to provide your name, postal address, email address, phone number, order number, and any other information you wish to submit to us so that we can assist you.
    • If you make a purchase through the service, we also collect information about the purchases you make, your saved items, shopping preferences, payment information, and any complaints or comments you submit. We also collect CCTV images from all of our stores.
    • When you visit one of our websites, we automatically collect information and personal data about your computer for system administration purposes. This includes, if available, your IP address, operating system, and browser type. We do this to help us analyze how users interact with the site (including behavioral patterns and tracking visits across multiple devices), to learn more about our site users, and to assist us in managing your account and improving your online experience. We also collect information about your activities on our website, such as the device you are using and the products you are viewing.
    • Please refer to our Cookies section to learn more about the information that may be collected automatically when you visit our website.
    • Please note that we may combine personal data we receive from other sources with the information you provide to us and the data we collect about you.
    Where do we get this information from?

    We collect some of your information directly from you, either during your visits to our websites and stores or through your communications with us and the information that you provide to us. We may also obtain information from third parties, such as retail analytics companies, consumer insight companies, credit reference agencies, and publicly available sources. This helps us understand customer demographics and shopping behaviors, especially when merging with or acquiring another business.

    Information you give us

    You may share personal data about yourself with us by:

    • When filling out forms on our websites, such as when you make online purchases, submit queries, create an account, or sign up to receive promotional materials and newsletters.
    • Responding to a survey or entering a competition with us.
    • When communicating with us, whether by telephone, email, post, or any other means, please provide information about yourself. This includes details related to your account, purchases, or when reporting a complaint or issue.
    • You are not obliged to provide your personal data to us. However, if you do not provide your personal data to us, we may not be able to fulfill your order, respond to your queries, or provide other services to you.
    Information we collect about you

    We collect personal data about you.

    • When you visit our websites, we collect various details about your visits, including but not limited to: Internet Protocol (IP) address (used to connect your computer to the internet), MAC addresses, traffic data, location data, login information, time-zone setting, browser type and version, browser plug-in types and versions, operating system and platform, weblogs, cookies, other communication data, and the resources you access. For more information, please refer to our cookies section.
    • When you link your Twitter, Instagram, or Facebook accounts with us, you can log onto our websites simply and securely without having to create a new account.
    • When you visit one of our stores, including CCTV images
    • When you contact us regarding our products or services, or to file a complaint, ask a question, or address an issue. In particular, calls to our contact centers may be recorded for training and monitoring purposes from time to time.
    Information we receive from other sources

    We will receive personal data about you from third parties.

    • In connection with any mergers or acquisitions where we obtain your information from another company.
    • When we work with retail analytics companies, consumer insight companies, credit reference agencies, and utilize information from publicly available sources.
     Why do we need your information?

    The main purpose for which we use your information is to provide you with the products you purchase from us and to send you offers and promotions that you might be interested in.

    In particular, we utilize your information.

    • To provide you with the products you have purchased from us, along with any purchase receipts, to deliver your products, and to send you updates on your order status.
    • To process payments for the products you have purchased and to provide refunds or exchanges.
    • To provide customer care and support to you.
    • To develop and improve our products and services.
    • To develop and enhance our websites, we set default options for you (such as language and currency) and ensure that content is presented in the most effective manner.
    • To provide you with information that you request from us or that we believe may interest you, we may send you marketing information via email, SMS, or post. This information may include details about new products and offers that you may find interesting.
    • To research our customers' preferences and trending products.
    • To conduct surveys and competitions.
    • To notify you about changes to our products.
    • As part of our efforts to keep our stores safe and secure (for example, through the use of CCTV in our stores).
    • To prevent and detect fraud or crime (for example, through the use of CCTV in our stores).
    Bases for using your information
    Compliance with legal obligations
    • As a corporate group, there are certain laws with which we need to comply. In particular, we will need to process your personal information to verify your identity and for fraud and crime prevention purposes.
    • Failure to provide the necessary personal information during sign-up or while using our websites may result in our inability to offer our products to you. Allowing you to purchase our products without this information may lead to a violation of our legal obligations.
    • You will not be able to object to the processing or request the deletion of your personal information if it falls under this category.
    Necessary for the entry into or performance of a contract
    • When you engage in a transaction with us or one of our brands, a contract between you and the respective brand will be established. In order for us to fulfill our obligations under such a contract (e.g., to allow you to place an order and receive products from us), we will need to collect and process your personal information.
    • Failure to provide the necessary personal information when signing up for an account, placing an order, entering payment information, objecting to this type of processing, or exercising your deletion rights will result in our inability to provide our products to you.
    Legitimate business interests

    We use your personal data as outlined in this privacy policy to serve the legitimate interests of our business, allowing us to:

    • We will provide you with products as requested.
    • Conduct research to comprehend our customers and their purchasing and usage patterns of our products.
    • Develop and improve our products.

    We are required to conduct a balancing test of our legitimate business interests in using your personal data (outlined above) against your interests and rights under the data protection laws and regulations in the relevant territory.

    As a result of our balancing test, which is detailed below, we have determined, acting reasonably and considering the circumstances, that we are able to process your personal data in accordance with the Data Protection Laws based on our legitimate business interest.

    Legitimate interests

    We have a legitimate interest in processing your information for the following reasons:

    • We both benefit from the effective management of your account(s) (where applicable).
    • We both benefit from the effective management, operation, and administration of our websites.
    • We both benefit from the provision of products, services, and support, as well as from improvements to our services.
    • We both benefit from updates to our websites.
    • We both benefit from the ability to enforce or apply rights under any contract between us.
    • We are required to ensure the health and safety of our customers and the security of our stored data. We have a legitimate interest in ensuring that any processes related to these aspects are effective, and that fraud and other crimes are prevented and detected.
    • We would be unable to provide our products and services without processing your information.
    • We have a legitimate interest in processing your information in connection with any mergers, acquisitions, or reorganization of our business. In such cases, some of your information may be shared with a prospective buyer or other parties, but only to the extent necessary for the purposes of such sale or administration.
    Necessity
    • We consider it reasonable to process your personal data for the purposes of our legitimate interests as outlined above. We only process your personal data to the extent necessary to achieve the purposes outlined in this privacy policy.
    Impact of processing
    • We consider it reasonable to process your personal data for the purposes of our legitimate interests outlined above, as this processing does not unreasonably intrude on your privacy.
    Consent
    • As stated above, we will send you marketing communications if you have not indicated that you wish to unsubscribe and if you have purchased similar products and/or services from the same brand or legal entity (as specified in the table above).
    • You have the right to withdraw your consent to the processing of this nature at any time by contacting our customer care team using the details provided at the beginning of this privacy policy.
    Who do we share your information with?

    We do not, and will not, sell any of your information to any third party, including your name, address, email address, or credit card information. However, we do share your information with a number of select third parties to enable us to provide our products and services to you, to send marketing information, and to improve our business operations as outlined below:

    • Companies that facilitate your purchases, such as payment service providers, warehouses, order packers, and delivery companies.
    • Our trusted service providers, such as marketing agencies, advertising partners, website hosts, and other third parties, help us tailor our marketing to you.
    • Credit reference agencies, law enforcement, and fraud prevention agencies.
    • Companies and social media sites approved by you, including companies such as Facebook and Google.
    • We will provide third parties with aggregated and anonymized information and analytics about our customers. Before doing so, we will ensure that the information does not identify you.

    We will only share your information with third-party suppliers when it is necessary for them to provide us with the services we need.

     

    What automated decisions do we make about you?
    • We conduct profiling of you to enhance and develop our products and services, as well as to customize our marketing efforts to better suit your needs.
    • The impact of any automated decision is to ensure that you experience the best service possible.
    • We utilize the information we gather about you, including your gender, preferences, hobbies, interests, and purchase history, to ensure that the marketing materials you receive from us and the way our websites are displayed are suitable and personalized for you.
    Where is your information stored and how long do we keep it for?
    Retention of your personal data

    We will only retain your information for as long as necessary to fulfill the purposes for which we collected it, as outlined in this privacy policy (unless a longer retention period is mandated by applicable law).

    We typically retain your personal data for 6 years from the date of purchase to address any issues or concerns you may have regarding the products or services you received, and to facilitate our ability to initiate or defend legal actions.

    In some circumstances, some of your data will be deleted in much shorter timeframes, for example:

    • Cookies are deleted in accordance with our cookie policy.
    • CCTV images are kept for 60 days.
    • Marketing consents will be refreshed or deleted after 6 years. However, our goal is to market to you only as long as we perceive that you wish to continue hearing from us, based on your interactions with us.

    If reasonably necessary, or if required to meet legal or regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce our terms and conditions, we will also retain some of your information, even if it is no longer needed to provide the services to you.

    Security of your personal data

    Transmission of information via the internet is not and cannot be completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our websites; any transmission is at your own risk.

    Once we have received your information, we will implement strict procedures and security features to prevent unauthorized access.

    What non-personally identifiable information do we collect?

    We may also collect non-personally identifiable information (i.e., information that does not specifically identify you) for the purpose of creating aggregates and statistics.

    What rights do you have?

    You have several rights under the Data Protection Laws regarding the way we process your personal data, as outlined below. You may contact us using the details provided at the beginning of this privacy policy to exercise any of these rights.

    In some instances, we may be unable to fulfill your request. In such cases, we will contact you to provide an explanation.

    • You have the right to request confirmation that your personal data is being processed, as well as access to your personal data (by us providing a copy) and other information about how we process your personal data.
    • You have the right to ask us to rectify your personal data. You have the right to request that we rectify your personal data if it is not accurate or complete.
    • You have the right to request the erasure of your personal data. You have the right to ask us to erase or delete your personal data if there is no longer a valid reason for us to process it. This right would apply if we no longer need to use your personal data to provide products to you, if you withdraw your consent for us to send you marketing information, or if you object to the way we process your personal data (see right 6 below).
    • You have the right to ask us to restrict or block the processing of your personal data. You have the right to ask us to restrict or block the processing of the personal data that we hold about you. This right applies when you believe the personal data is inaccurate, you prefer us to block the processing of your personal data instead of erasing it, or when we do not need to use your personal data for the original purpose but you may need it to establish, exercise, or defend legal claims.
    • You have the right to port your personal data. You have the right to access and reuse your personal data from us for your own purposes across various services. This allows you to easily transfer your personal data to another organization or request us to do it for you.
    • You have the right to object to our processing of your personal data. You have the right to object to our processing of your personal data based on our legitimate business interests. However, we may continue processing your data if we can show that our interests outweigh your rights or if we need to process your data for legal claims.
    • You have the right not to be subjected to automated decisions. You have the right to object to any automated decision-making, including profiling, when the decision has a legal or significant impact on you.
    • You have the right to withdraw your consent. You have the right to withdraw your consent if we are using it as the basis for processing your personal data. This includes situations where we rely on your consent to send you marketing information.
    Marketing

    We always provide you with the option to choose whether or not you want to receive marketing communications from us.

    By contacting us at support@soulisfree.com, you can inform us that you do not wish to receive marketing communications from us, and we will update your records. You can also click on the "unsubscribe" link in any promotional emails.

    What if you have a complaint?

    If you have any concerns regarding our processing of your personal data, or are not satisfied with our handling of any request made by you, or would like to make a complaint, please contact our customer contact center initially using the details provided at the beginning of this privacy policy. This will enable them to address the issue to the best of their ability.