Privacy Policy

Perfume Extract (“we,” “our,” or “us”) values your privacy. This policy explains how we collect, use, share, and protect your information when you interact with us through our websites, social media pages, contact forms, customer accounts, order processes, or email communications (collectively, the “Services”).

By using our Services, submitting an enquiry, creating an account, placing an order, joining or using our loyalty rewards features, leaving a review, or otherwise providing information to us, you acknowledge that your information may be collected and processed as described in this Privacy Policy.

Personal Information

What We Collect

We may collect personal details that identify you or relate to you, including:

  • Name and postal address
  • Phone number and email address
  • Billing and delivery information
  • Order history and customer account details
  • User account information, such as login details and password credentials
  • Payment-related information required to process your order, such as payment method, payment status, transaction references, refund records and payment provider information. We do not store full payment card details on our website.
  • Information you provide when contacting us, including enquiry details, messages, complaints, feedback, or other correspondence

We collect this information to provide our Services, process orders, respond to enquiries, comply with legal obligations, protect our business, or where you have given consent.

Without certain information, we may not be able to fulfil your order, respond to your enquiry, provide customer support, or comply with our legal or contractual obligations.

If you provide personal information about someone else, you confirm that you are authorised to do so and that the person has been made aware of this Privacy Policy where required.

Contact Form Submissions and Technical Records

When you submit an enquiry through our website contact form, we collect the information you choose to provide, such as your name, email address, subject, message content, and any other details included in your enquiry.

For security, fraud prevention, abuse prevention, dispute handling, consent verification and record-keeping purposes, our website may also automatically record technical information connected with the submission.

This may include:

  • The page URL from which the form was submitted
  • The date and time of submission
  • Your IP address
  • Browser and device information, including user agent details
  • Any consent confirmation recorded by the form

This information may be used to:

  • Respond to your enquiry
  • Keep a record of correspondence and consent
  • Verify when and how an enquiry was submitted
  • Protect our website, business, customers and staff from spam, misuse, fraud, abusive communications, false claims, chargebacks, disputes or unlawful activity
  • Assist with customer service, legal, regulatory, accounting, security or business record-keeping requirements

Our lawful basis for processing enquiry content is usually that it is necessary to respond to your request before entering into, or in connection with, a contract.

Where we record technical submission data, consent records, IP addresses, user agent information and timestamps, we rely on our legitimate interests in operating a secure website, maintaining accurate business records, preventing misuse, and protecting our legal and commercial position.

We do not use contact form technical data for unnecessary profiling or unrelated marketing.

Cart, Checkout and Abandoned Cart Information

When you add products to your basket, begin checkout, enter your details at checkout, or otherwise interact with our shopping cart, we may collect and process information connected with your cart and checkout activity.

This may include:

  • Products added to your basket
  • Product quantities, sizes, prices and cart value
  • Applied coupons or discount codes
  • Cart creation date and time
  • Checkout progress and abandoned checkout activity
  • Name, email address, phone number, billing address and delivery address where entered
  • Customer account information, where you are logged in
  • IP address, browser information, device information and user agent details
  • Referral source, page URL or website activity connected with the cart or checkout

We may use tools, including abandoned cart recovery software, to record cart and checkout activity where a customer has entered identifiable information, such as an email address, or where cart activity can otherwise be linked to a user, session or order.

We use this information to:

  • Operate the shopping basket and checkout process
  • Save and restore cart contents
  • Identify and resolve checkout problems
  • Send abandoned cart reminders, where permitted by law
  • Respond to customer queries about attempted or incomplete orders
  • Detect and prevent fraud, abuse, misuse, payment issues or security risks
  • Analyse website and checkout performance
  • Maintain accurate business, customer service and dispute records

Where abandoned cart reminders are sent, they may be sent on the basis of your consent where required, or our legitimate interests in helping customers complete purchases they have started, subject to your rights and applicable marketing rules.

You can opt out of marketing or abandoned cart communications where an unsubscribe or opt-out option is provided.

Cart and checkout data may be retained for as long as reasonably necessary to support customer service, recover incomplete orders, maintain business records, prevent fraud or abuse, analyse checkout performance, or protect our legal and commercial position.

Order, Payment and Transaction Records

When you place an order with us, we collect and retain information required to process, fulfil, support and record that order.

This may include:

  • Name, billing address and delivery address
  • Email address and phone number
  • Customer account details
  • Order number and transaction references
  • Products ordered, quantities, prices, discounts, taxes, delivery method and order value
  • Payment method and payment status
  • Refund, cancellation, dispute, chargeback or case information
  • Courier, delivery, tracking and fulfilment information
  • Customer notes, internal order notes and customer service correspondence
  • IP address used to place the order
  • Browser, device, operating system and user agent information
  • Date, time and page/session information connected with the order
  • Fraud prevention, security or risk-check information

We use this information to:

  • Process and fulfil your order
  • Take payment and issue refunds where applicable
  • Provide order confirmations, invoices, dispatch updates and customer support
  • Verify when, where and how an order was placed
  • Check compliance with our Terms and Conditions
  • Handle cancellations, refunds, complaints, delivery issues, PayPal cases, chargebacks or disputes
  • Prevent and investigate fraud, misuse, abuse, unauthorised transactions or suspicious activity
  • Protect our business, customers, staff, payment accounts and website security
  • Maintain accounting, tax, legal, regulatory and business records

Our lawful basis for processing order and transaction information is usually that it is necessary for the performance of a contract with you, or to take steps at your request before entering into a contract.

We may also process and retain order records where necessary to comply with legal obligations, including accounting and tax requirements.

Where we process IP addresses, user agent information, technical order records, fraud indicators, dispute records or internal notes, we rely on our legitimate interests in operating a secure ecommerce business, maintaining accurate records, preventing fraud and misuse, enforcing our terms, and protecting our legal and commercial position.

Order and transaction records may be retained for as long as reasonably necessary for order management, customer service, accounting, tax, legal, regulatory, dispute handling, chargeback defence, fraud prevention, complaint handling or business record-keeping purposes.

Payment Providers, Refunds, Disputes and Chargebacks

We use third-party payment providers to process payments, refunds and payment-related services. We do not store full payment card details on our website.

When you place an order or make a payment, relevant personal information may be shared with payment providers, financial institutions, fraud prevention systems or dispute resolution services where necessary.

This may include:

  • Name, billing address and contact details
  • Order number and transaction references
  • Payment method and payment status
  • Refund records
  • Dispute, chargeback, PayPal case or payment claim information
  • IP address, order timestamp, checkout details and technical order records
  • Customer correspondence and internal order notes relevant to the payment issue

We may use and share this information to:

  • Process payments
  • Issue refunds
  • Respond to payment provider enquiries
  • Defend or resolve chargebacks
  • Investigate unauthorised transactions
  • Prevent fraud
  • Comply with payment provider rules
  • Protect our legal and commercial position

Our lawful basis for this processing may include performance of a contract, compliance with legal obligations, and our legitimate interests in preventing fraud, resolving disputes, maintaining accurate records and protecting our business.

Delivery, Courier and Fulfilment Information

Where you place an order, we may share relevant information with delivery providers, fulfilment partners, postal services or courier companies.

This may include:

  • Name
  • Delivery address
  • Email address and phone number where required for delivery updates
  • Order reference or parcel reference
  • Delivery service selected
  • Tracking information
  • Delivery status, proof of delivery, safe-place information or failed delivery records
  • Customer service correspondence relating to delivery issues

We use this information to:

  • Dispatch orders
  • Provide tracking
  • Manage delivery issues
  • Investigate missing or delayed parcels
  • Respond to courier enquiries
  • Handle delivery claims
  • Maintain fulfilment records

Our lawful basis for processing delivery information is usually performance of a contract with you, compliance with legal obligations where applicable, and our legitimate interests in fulfilling orders, resolving delivery disputes and protecting our business.

Loyalty Rewards and Customer Points

If you create an account, place an order, leave a review, participate in a promotion, or otherwise interact with our loyalty or rewards features, we may collect and process information connected with your participation in our loyalty programme.

This may include:

  • Name and email address
  • Customer account details
  • Order history and order value
  • Points earned, redeemed, adjusted or expired
  • Rewards, coupons, vouchers or discounts issued
  • Review activity linked to loyalty rewards
  • Account activity connected with earning or redeeming rewards
  • Internal notes relating to loyalty adjustments, suspected misuse, duplicate accounts, cancelled orders, refunds or reward abuse

We use loyalty programme information to:

  • Operate and administer our rewards scheme
  • Allocate points, rewards, vouchers, discounts or customer benefits
  • Track points earned, redeemed, cancelled, adjusted or expired
  • Prevent duplicate claims, misuse, fraud or abuse of the rewards scheme
  • Deal with customer queries about points, coupons, rewards or account activity
  • Analyse the effectiveness of our loyalty programme and customer promotions

Our lawful basis for processing loyalty programme data is usually our legitimate interests in operating a customer rewards scheme and promoting customer retention.

Where rewards are linked to your account or purchase history, processing may also be necessary in connection with our contract with you or to provide benefits you have chosen to use.

Loyalty and reward records may be retained for as long as reasonably necessary to manage your account, administer rewards, resolve disputes, prevent misuse, comply with legal or accounting requirements, or maintain accurate business records.

Customer Reviews, Feedback and Testimonials

If you leave a product review, store review, testimonial, rating, feedback response or similar content, we may collect and process the information submitted with that review.

This may include:

  • Your name or display name
  • Email address or customer account details
  • Review content, rating, images or other submitted material
  • Product or order information connected with the review
  • Review date, time, IP address, browser information or technical submission data
  • Loyalty points or rewards linked to review activity

We may use review information to:

  • Publish genuine customer reviews on our website or through review platforms
  • Moderate reviews for spam, abuse, inappropriate content, fraud or policy breaches
  • Verify whether a review relates to a genuine purchase or customer interaction
  • Respond to feedback or customer service issues
  • Administer loyalty rewards connected with reviews
  • Improve our products, website and customer experience

Where reviews are published, the review content and display name may be visible to other website users.

Please do not include personal information, sensitive information or confidential details in review content.

Our lawful basis for processing review information is usually our legitimate interests in operating a transparent review system, improving our products and services, preventing review abuse, and administering any related loyalty rewards.

Review records may be retained for as long as reasonably necessary for publication, moderation, fraud prevention, customer service, dispute handling, loyalty administration or business record-keeping purposes.

Marketing, Promotions and Service Communications

We may send you transactional or service-related communications where necessary, including:

  • Order confirmations
  • Dispatch updates
  • Account messages
  • Password reset emails
  • Customer service replies
  • Safety information
  • Policy updates
  • Refund information
  • Information relating directly to an order or enquiry

We may also send marketing communications, promotional emails, abandoned cart reminders, discount codes, loyalty updates, product availability notices or similar messages where permitted by law.

This may be because you have given consent, or because we are relying on the soft opt-in rules for existing customers where applicable.

Marketing communications may include information about:

  • Our products
  • Promotions
  • Loyalty rewards
  • Discount codes
  • Back-in-stock notifications
  • Abandoned basket reminders
  • Seasonal offers
  • Related products and services

You can unsubscribe from marketing communications at any time by using the unsubscribe link provided in the email or by contacting us.

Please note that unsubscribing from marketing does not stop necessary transactional or service-related communications connected with orders, accounts, legal notices, customer service, security or disputes.

Product Documentation, Safety Information and Account Downloads

Where product documents, safety data sheets, technical information, order documents, invoices or downloadable files are made available through your account, order dashboard, email or website, we may record information connected with access to those documents.

This may include:

  • Customer account details
  • Order details
  • Document type or file accessed
  • Date and time of access or download
  • IP address, browser information or device information
  • Customer service correspondence relating to documentation requests

We use this information to:

  • Provide access to order-related documents
  • Support customer enquiries
  • Maintain compliance and business records
  • Verify document availability
  • Protect our legal and commercial position where documentation requests, disputes or regulatory queries arise

Access to documentation may be dependent on product type, supplier availability, order status and the information stated on the relevant product page or in our Terms and Conditions.

Internal Records, Account Restrictions and Abuse Prevention

We may create and retain internal business records relating to customer accounts, orders, enquiries, disputes, complaints, refunds, cancellations, chargebacks, suspected fraud, abusive communications, policy breaches or misuse of our Services.

This may include:

  • Internal order notes
  • Customer service notes
  • Account status records
  • Refund, cancellation or dispute history
  • Fraud, abuse or risk indicators
  • Evidence relating to PayPal cases, chargebacks, courier claims or legal disputes
  • Records of blocked, restricted or refused customers where necessary to protect our business, staff, customers, payment accounts or website

We use this information to:

  • Manage customer service
  • Enforce our Terms and Conditions
  • Prevent fraud or abuse
  • Protect staff and customers
  • Respond to legal or payment disputes
  • Comply with record-keeping requirements
  • Protect our legal and commercial position

Our lawful basis for this processing is usually our legitimate interests in operating a secure and responsible ecommerce business, preventing misuse, maintaining accurate records, protecting our staff and business, and defending or bringing legal claims.

How We Collect Information

We may collect information:

  • Directly from you, when you create an account, place an order, subscribe to communications, contact us, submit a form, or otherwise interact with us
  • Through our website, including through cookies, analytics tools, technical logs, contact forms, checkout pages and account features
  • Offline, where applicable, such as if you contact us by phone or provide information outside the website
  • From third parties, including payment providers, delivery providers, social media platforms, public databases, marketing partners, fraud prevention services, analytics providers, or service providers that help us operate our business

How We Use Personal Information

We may use your personal information to:

  • Provide, operate and improve our Services
  • Process orders, payments, refunds, deliveries and customer accounts
  • Respond to enquiries and customer service requests
  • Manage complaints, disputes, cancellations, chargebacks, fraud checks and security issues
  • Send transactional emails, order updates and service messages
  • Send newsletters, promotions or marketing communications where permitted by law or with your consent
  • Personalise your experience and improve website functionality
  • Analyse customer preferences, website performance and business trends
  • Run promotions, surveys or customer feedback activities
  • Detect, prevent and investigate fraud, misuse, spam, security risks or unlawful activity
  • Enforce our terms and conditions, policies and legal rights
  • Comply with legal, tax, accounting, regulatory and business record-keeping requirements

We may also anonymise or aggregate information so that it no longer identifies you, and use it for business analysis, reporting, website improvement, product planning or service development.

How We Share Information

We may share your information with:

  • Service providers who help us operate our business, including website hosting, IT support, email systems, payment processing, delivery, fulfilment, customer support, analytics, marketing and fraud prevention
  • Payment providers and financial institutions where necessary to process payments, refunds, disputes or chargebacks
  • Delivery and courier providers where necessary to fulfil orders
  • Professional advisers, including accountants, legal advisers, insurers and compliance consultants
  • Affiliates, successors or business partners where required for legitimate business purposes
  • Promotion, survey or contest providers, where you choose to participate
  • Public platforms, where you voluntarily post or interact with us on public message boards, blogs, reviews or social media

We may also share information where required by law, where necessary to cooperate with authorities, where required to enforce our terms, where necessary to protect rights, property, safety or security, or as part of a business transaction such as a restructuring, merger, sale or transfer of assets.

Device, Tracking and Other Information

We may collect information that does not directly identify you but helps us provide, secure and improve our Services.

This may include:

  • IP addresses
  • Device and browser information
  • Operating system
  • Browser type and version
  • Device model
  • General location information derived from technical data
  • Website usage and navigation data
  • Cookies, pixel tags and similar tracking technologies
  • Analytics data, including information collected through tools such as Google Analytics

This information helps us:

  • Understand user behaviour
  • Improve website navigation
  • Measure usage trends
  • Evaluate marketing activity
  • Personalise content
  • Troubleshoot technical issues
  • Protect the website from misuse or security threats

Some technical or tracking information may be combined with personal information. Where this happens, we treat the combined information as personal information.

Further details about cookies and similar technologies can be found in our Cookie Policy, where applicable.

Third-Party Services

Our Services may link to third-party websites, platforms, payment providers, delivery providers, social media pages or other external services.

We are not responsible for the privacy practices, security, content or policies of third parties.

You should review the privacy policies of any third-party service before providing personal information to them.

Security

We use reasonable technical, organisational and administrative safeguards to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

However, no method of electronic storage, website operation or internet transmission is completely secure.

We cannot guarantee absolute security.

If you believe your account, order information or correspondence with us has been compromised, please contact us immediately.

Your Choices and Rights

You may have rights under applicable data protection laws, including the right to request:

  • Access to your personal data
  • Correction of your personal data
  • Deletion of your personal data
  • Restriction of processing of your personal data
  • A copy of your personal data, where applicable

You may also object to certain types of processing where applicable.

Marketing emails may be unsubscribed from at any time by clicking the “unsubscribe” link in the email or by contacting us.

Please note that some information may need to be retained for legal, transactional, security, accounting, fraud prevention, dispute handling or business record-keeping purposes.

Retention

We keep personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy.

This may include retaining information for:

  • Customer service
  • Order management
  • Accounting and tax
  • Legal and regulatory requirements
  • Security
  • Fraud prevention
  • Dispute handling
  • Chargeback defence
  • Complaint handling
  • Business record-keeping purposes

Contact form submissions and associated technical records may be retained for as long as reasonably necessary to:

  • Deal with the enquiry
  • Maintain customer service records
  • Defend or bring legal claims
  • Handle payment or delivery disputes
  • Comply with legal obligations
  • Protect our business from abuse or fraud

Cart, checkout, abandoned cart, loyalty, review, order, delivery, payment, refund, dispute, internal note and account restriction records may be retained for as long as reasonably necessary for:

  • Customer service
  • Order management
  • Loyalty administration
  • Fraud prevention
  • Abuse prevention
  • Accounting and tax
  • Legal and regulatory requirements
  • Dispute handling
  • Chargeback defence
  • Complaint handling
  • Courier claims
  • Business record-keeping purposes

Children

Our Services are not intended for individuals under the age of 16.

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

If we become aware that we have collected personal information from a child under 16 without appropriate consent, we will take reasonable steps to delete it.

International Transfers

Your information may be processed or stored in countries outside your own, including the United Kingdom or other countries where our service providers operate.

Where required, we take appropriate steps to ensure that personal information receives suitable protection in accordance with applicable data protection laws.

Sensitive Information

Please do not send us sensitive personal information unless it is strictly necessary.

Sensitive personal information may include, but is not limited to, information about:

  • Health
  • Political opinions
  • Religious beliefs
  • Trade union membership
  • Racial or ethnic origin
  • Biometric data
  • Sexual orientation
  • Criminal offences

Please also do not include payment card details, passwords or other highly confidential information in emails, contact forms or messages to us.

Accuracy of Website Information

We aim to ensure that information on our website is accurate and up to date.

However, we do not guarantee that product descriptions, images, stock information, pricing, technical information, documentation availability or other website content will always be complete, accurate, current or error-free.

Website content may be updated, corrected, removed or changed without notice.

Updates to This Privacy Policy

We may update this Privacy Policy from time to time.

Any changes will be posted on our website.

Your continued use of our Services after changes are posted means that you acknowledge the updated Privacy Policy.

Disclaimer

We do not guarantee that product descriptions, images, or pricing are fully accurate.

All are subject to change without notice.

Contact Us

Perfume Extract is responsible for your personal information under this Privacy Policy.

For questions about this Privacy Policy, your personal information, or your data protection rights, please contact us using the contact details provided on our website.

Please do not include payment card details, passwords or other sensitive information in emails, contact forms or other messages to us.