Privacy policy

Privacy Policy

This policy explains how Andere Niveau, the Hong Kong-registered business operating Ashford Wellness at ashfordwellness.co.uk, handles personal information.

Andere Niveau is responsible for the personal information it processes to operate this store. Contact support@ashfordwellness.com with privacy questions or requests.

Information we process

Depending on how you interact with us, we process:

• Contact and delivery information, including your name, email address, telephone number and postal address.
• Order information, including products purchased, payment status, delivery details and returns.
• Information you send to customer support.
• Technical information generated when you use the website, including IP address, browser information and interactions needed to operate and secure the store.
• Marketing preferences and information collected through optional tracking technologies where these are enabled with the required permission.

Please avoid sending medical records or other sensitive information when contacting customer support.

Why we use information

We use order and contact information to fulfil purchases, deliver products, process returns and communicate about your order. Our legal basis is performing our contract with you or taking steps you request before a purchase.

We process records where necessary to meet legal obligations, including applicable accounting and tax requirements.

We also process information for legitimate interests such as preventing fraud, securing the store and resolving customer enquiries, provided those interests do not override your rights.

Where consent is required for marketing or tracking, we rely on your consent. You may withdraw it without affecting processing that was lawful before withdrawal.

Service providers

Our store is hosted on Shopify. Information may also be shared with payment providers, delivery and fulfilment providers, customer-support services and professional advisers where needed for their services.

Relevant authorities may receive information where disclosure is legally required.

Providers may act on our instructions or as independent controllers, depending on their role.

International processing

Because Andere Niveau is registered in Hong Kong and service providers may operate internationally, information may be processed outside the UK.

Where UK data-transfer rules apply, the relevant transfer must have a valid legal basis and any required safeguards. Contact us for information about the destinations and safeguards applicable to your information.

Retention

We retain information for as long as reasonably necessary for the purpose for which it was collected, including completing orders, dealing with returns or disputes and meeting applicable record-keeping obligations.

Retention depends on the type of record, legal requirements and whether a claim or dispute remains outstanding.

Your rights

Depending on the circumstances, you may request access, correction, deletion, restriction or portability of your personal information. You may also object to certain processing.

You can object to direct marketing at any time and withdraw consent where processing relies on it.

Email support@ashfordwellness.com to exercise your rights. We may need to confirm your identity before responding.

You may complain to the UK Information Commissioner’s Office at ico.org.uk.

Updates

We may update this policy to reflect changes to our services or processing. Material changes will be communicated where required.