When you visit Heveaplanet.com we collect information about all visits to our website. We use this information to improve your user experience, evaluate the use of the individual elements of Heveaplanet.com and to support our marketing.
Here you can read about the information we collect, how we treat the information, what we do with it, who has access to it and how to contact us about cookies and the privacy policy.
The collection of personal customer information on Heveaplanet.com takes place within the framework of existing legislation and EU General Data Protection Regulation (GDPR) legislation.
Heveaplanet.com automatically detects the IP address and data when you move between different pages and services on the website. If you log in or sign up for our newsletter, we record this too, so we can make it easier for you next time.
In this context we use various analysis tools such as Google Analytics, which assist us in collecting statistics on the use of Heveaplanet.com to create a better experience for you.
Heveaplanet.com collects information from users by five sources:
- By cookies when you visit our websites; e.g. IP address, country, viewed pages, viewed categories, viewed brands, interaction/clicks and searches.
- By purchases; e.g. demographic data, email address, payment information, items, order amount, discount level, brands and frequency. Including sending transactional emails, e.g. order confirmation, shipping confirmation and refund confirmation.
- By user behaviour and engagement in the sent communication (email, SMS, direct mail or phone); e.g. open rate, click rate and time spend reading the emails, sender domain and type of email client
- By users supplying information themselves (e.g. adding a favourite brand or information to the customer profile)
The purpose of collecting the information serves different areas:
- Obligations. To fulfil our obligation to you as a customer or user of our service – like purchase, invoicing, customer service.
- Customer service. To be able to perform customer service via email, chat or phone. Answer questions related to your order or previous orders, adjust errors and to guide the customer.
- Marketing. To display inspiration, product offers/services and personal recommendations via web, email, SMS, direct mail, phone and via 3rd party advertisement.
- Customer experience. To improve the customer experience interacting with HEVEA such as personalising your experience on Heveaplanet.com, development of new features, services and products. This also includes to administrate, protect, operate and maintain our websites, system administration and security and to comply aggregated statistics about the site usage, purchases and to improve understanding of our customers preferences.
- Legislation. To meet existing legislation.
Profiling
HEVEA creates individual customer profiles based on your collected data across all data sources/categories; e.g. browsing behaviour together with your purchases and information you have supplied (e.g. favourite brand and favourite products). We combine and analyse these data with the purpose of improving your experience at Heveaplanet.com and to tailor personal offers and services as well as to define the communication frequency.
Timeframe for data storage
We will retain your personal information for the period necessary to fulfil the purposes outlined in these Terms & Conditions unless a longer retention period is required or permitted by law, for legal, tax or regulatory reasons, or other legitimate and lawful business purposes.
|
Purpose |
Time frame |
|
Marketing purpose for Heveaplanet.com |
3 years after your latest activity; e.g. purchase, engagement in communication or visit on our websites. If you have given your marketing permission (email, SMS, phone etc) and as long as we have your permission. |
|
Storage of order history and obligations to fulfil orders for Heveaplanet.com |
7 years or as long as we are obligated to meet the needed legal requirement. |
|
Customer service for Heveaplanet.com |
3 years or as long as we are obligated to meet the needed legal requirement. |
|
Customer experience for Heveaplanet.com |
3 years after your latest activity; e.g. purchase, engagement in communication or visit on our websites. If you have given your marketing permission (email, SMS, phone etc) and as long as we have your permission. |
|
Meet legislation for Heveaplanet.com |
As long as we are obligated to meet the needed legal requirement. |
What is a cookie?
When you visit Heveaplanet.com, cookies are stored on your computer. A cookie is a small text file stored in your browser to recognise your computer on subsequent visits. No personal information is stored in our cookies.
Almost all websites use cookies. They are located on your computer to help you, which helps analyse how the website is used so that the user experience can be improved. In many cases, cookies may be necessary to provide a particular service on the website.
The information in your cookies is sent between your browser and a web server and includes information on user settings, login and how the website is being used.
What are cookies used for at Heveaplanet.com?
Browsing
When you visit Heveaplanet.com, we collect information about all visits to our website. We use this information to improve your user experience, evaluate the use of the individual elements of Heveaplanet.com and to support our marketing.
Browsing can trigger a service email
Heveaplanet.com collects your browsing behaviour (e.g. categories, brands, products viewed) to improve the communication of relevant products and offers catered to you. An example of this collection is the products you have added to the shopping cart, but then have chosen to not complete the purchase. This could imply receiving a service email reminding you about the products left in your shopping cart. If you don’t want to receive emails regarding unfinished orders, you can unsubscribe directly via the link in the bottom of the email.
Auto login
Heveaplanet.com automatically detects who you are, based on different parameters such as the IP address, device and cookies when you move between different pages and services on the website. This means if you are logged in on our website, you will automatically be logged in the next time you visit HEVEA on the same device. The same auto login will occur if you click in a HEVEA email.
Analytical tool
We use various analytical tools such as Google Analytics, which assist us in collecting statistics on the use of Heveaplanet.com to create a better experience for you.
To determine who visits our websites, we use cookies to create demographic and user-related statistics. This gives us the opportunity to customize and create content and services that match your and other users' interests and desires. Below are the purposes for which cookies are used at Heveaplanet.com
Third-party cookies
Heveaplanet.com uses a variety of third party services on our pages. These services also sometimes use cookies. You can choose to reject third-party cookies in your browser by following this link:
https://www.youronlinechoices.com.
Among other things, third-party cookies are used to gather statistics on your visits to Heveaplanet.com; here we use cookies, for example, to know which sites you visit and how long you spend on them. Here we use the system Google Analytics provided by Google.
You can opt out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
Retargeting
Heveaplanet.com also works together with companies to enhance our online advertisement to ensure you are only exposed to relevant ads. In this context we use the following suppliers: Facebook, Klaviyo, Adform, Youtube, Instagram and Google.
Heveaplanet.com contains third party components such as "Facebook Recommend", "Facebook Like" or "Google+". These third-party components have the effect that the owner of the third-party component, such as Facebook or Google, receives technical data about your browser, IP address, and the pages you visit on Heveaplanet.com and similar. The treatment that the owner of the third-party component performs is beyond our control and is solely between you and the owner of the third-party component.
Heveaplanet.com uses these components to link directly to our social media sites and thereby ensure easy navigation for you as a customer.
Functionality
At Heveaplanet.com a number of technical cookies are in place that are necessary for handling the functionality in several areas at Heveaplanet.com. These are the cookies that are stored when you log into Heveaplanet.com. and cookies stored to keep track of the contents of your shopping cart, favourites etc.
How do I avoid cookies?
If you do not want to receive cookies, you can either block all cookies, delete existing cookies from your computer or receive a warning before saving cookies.
We recommend that you read our cookie policy carefully before considering making changes to your cookie settings on your computer as and read more about cookies on other websites.
A change to cookie settings may cause a degraded user experience when visiting our and other websites.
You should be aware that if you do not accept cookies, there may be functions on Heveaplanet.com that will not work.
Firefox
To delete cookies, go to Tools -> Options -> Privacy -> and remove individual cookies or clear your history.
To block cookies, go to Tools -> Options -> Privacy -> in drop-down menu under History select "Use custom settings for history" -> tick "Always use private browsing mode" and uncheck "Accept cookies from pages ".
Internet Explorer
To delete cookies, go to Tools -> Internet Options -> General tab -> Click Delete -> Cookies-> Delete.
To block cookies, go to Tools -> Internet Options -> Privacy -> Move slider to the top. This is how you block all cookies. -> Click OK.
Google Chrome
To delete cookies, click on the Tools button -> Tools -> Clear browsing data -> Delete cookies and other site data -> Clear browsing data.
To block cookies, click on the Tools button -> Settings -> Show Advanced Options -> Content Settings -> Click "Block all sites from storing data" and tick the "Block third-party cookies and site data" -> Ok
Safari
To delete cookies, click on the Tools button -> Settings -> Security -> Click on "Show Cookies". Here you can either delete cookies from a single domain or remove all cookies.
To block cookies, click on the toolbar button -> Settings -> Security -> Under "Accept Cookies" select "never".
Contact regarding personal data
If you want to access the information we hold about you, please contact us at: cs@heveaplanet.com. If incorrect data has been registered, or you have other objections, you can contact the same place. You can look at what information about you is registered and you can object to registration under the Personal Data Act.
As a customer, you are entitled to access your collected data categories (article 15) and you may object to the registration pursuant to the relevant rules in the EU legislation General Data Protection Regulation (GDPR). Upon appropriate request, we will update, change or remove personal information that we control with reservation against violating any legislation.
We can reject requests that are unreasonable repeated, demand disproportional high technical intervention (e.g. development of a new system or changing existing process substantially), affect another individual’s personal data, or requests that are extremely impractical (e.g. information from back-up systems). Any queries regarding this should be directed to customer service via email cs@heveaplanet.com.
Protection of personal data
Legislation requires your personal information to be kept secure and confidential. We store your personal information on servers with high levels of security, which are located in controlled facilities, and our security is checked regularly to determine whether our user information is handled securely and always taking your rights as a user into account. However, we cannot 100% guarantee security for data transmissions over the internet. This means that there may be a risk that other unauthorised parties gain access to information when data is sent and stored electronically. Thus, your personal information is submitted at your own risk.
Personal information is deleted or made anonymous continuously as the purpose for which it was collected ends.
The rapid development of the internet means that changes in our processing of personal data may be necessary. We thus reserve the right to update and amend these guidelines for the processing of personal data. If we do, we will of course correct the "last updated" date at the bottom of the page. In case of substantial changes, we will notify you in the form of a visible notice on our websites.
You may complain about the treatment of information and data relating to you. Complaints are submitted to the local Data Protection Agency.
You can contact us by:
Email: cs@heveaplanet.com
TAX ID: DK32271480
or by post
HEVEA
A.P. Møllers Allé 17
2791 Dragør
Denmark
Att: HEVEA webshop privacy
