PRIVACY POLICY

Last updated: 26 August 2025

This Privacy Policy explains how Charlotte’s Atelier (“we”, “us”, “our”) collects, uses, discloses and protects your personal information when you visit charlottes-atelier.com (the “Site”), make a purchase, subscribe to our emails, or contact us.

Controller / Business details

1) Information we collect

a) Information you provide directly

  • Order details: name, email, phone (optional), billing and delivery address, items purchased, order notes.

  • Customer support: messages you send us (email or forms), including photos for issues/returns.

  • Marketing preferences: your email address and preferences when you subscribe.

b) Information collected automatically

  • Device / usage data: IP address, browser type, device type, operating system, referring/exit pages, page views, and general interaction with the Site.

  • Cookies / similar technologies: small files used to run the Site, keep your cart, analyze performance, and personalize content (see “Cookies” below).

c) Information from partners (when needed to fulfil your order or provide the Site)

  • Payment processors (e.g., card gateways) provide us with payment status and basic anti-fraud signals (we do not receive full card numbers).

  • Delivery partners share tracking events and delivery status.

  • Email service providers record whether our emails were delivered/opened (to keep our list healthy).

We do not intentionally collect information about children. See “Children’s Privacy” below.

2) How we use your information

We use your information to:

  • Process your orders and provide the products you purchased.

  • Communicate with you about orders, delivery, returns/exchanges, and customer support.

  • Prevent fraud and secure our services, including verifying identity and monitoring for abuse.

  • Operate, analyze and improve our Site, products and customer experience.

  • Send marketing emails when you’ve subscribed (you can unsubscribe at any time from any email).

3) Sharing & disclosures

We share personal information only as needed to run our business and provide your order:

  • Payment processing: with our payment service providers to take and validate payments and to prevent fraud.

  • Logistics & returns handling: with our fulfilment and delivery partners to pack, ship and track your order, and to process returns to our returns warehouse in China (you receive the full address after we confirm your return by email).

  • Service providers: with trusted vendors who host the Site, provide analytics, customer support tools, or email services—strictly for the services they perform for us.

  • Legal / compliance: if required by law, court order, or to protect our rights, users, or the public.

  • Business transfers: in connection with a merger, acquisition or asset sale (your information remains protected under this Policy or a policy of equal or stronger protection).

We do not sell your personal information.

4) International transfers

We are based in Hong Kong and serve customers in The United States and other locations. To provide the Site and fulfil orders, your information may be processed in Hong Kong, The Unites States, mainland China (for returns processing only), and in other countries where our service providers operate. We take reasonable steps to ensure an appropriate level of protection for your information wherever it is processed.

5) Retention

We keep personal information only for as long as necessary for the purposes described in this Policy—such as fulfilling your order, handling returns, providing support, improving our services, complying with applicable laws, and resolving disputes. When information is no longer needed, we delete or anonymize it.

6) Security

We use reasonable administrative, technical and physical safeguards designed to protect personal information against accidental or unlawful destruction, loss, alteration, and unauthorized access or disclosure. No method of transmission or storage is 100% secure; if we believe your information may have been affected by a security incident, we will act promptly and notify you if required.

7) Your choices & rights

Marketing: You can unsubscribe from our marketing emails at any time using the link in any email or by contacting us.

Access, correction, deletion: You can request access to the personal information we hold about you, ask us to correct it if it’s inaccurate or incomplete, or request deletion where applicable. These rights may vary depending on your location and applicable laws. To make a request, contact support@charlottes-atelier.com.

Cookies: See “Cookies” below for how to control cookies via your browser and device settings.

8) Cookies & similar technologies

Cookies are small files placed on your device by your browser. We use:

  • Essential cookies – required for the Site to function (e.g., cart, checkout, security).

  • Performance/analytics cookies – to understand site usage and improve performance.

  • Preference cookies – to remember choices (e.g., language).

You can set your browser to refuse or delete cookies. If you block essential cookies, some functions (like checkout) may not work properly.

9) Children’s privacy

Our Site is not directed to children, and we do not knowingly collect personal information from anyone under the minimum age required by applicable law. If you believe a child provided us personal information, please contact us so we can delete it.

10) Third-party links

The Site may contain links to third-party websites or services. We are not responsible for their privacy practices. We encourage you to review their privacy policies.

11) Changes to this Policy

We may update this Policy from time to time. When we do, we will change the “Last updated” date at the top. Significant changes may be communicated on the Site or by email where appropriate.

12) Contact us

If you have any questions, requests, or complaints about this Policy or how we handle your information, contact us at:
support@charlottes-atelier.com