Privacy policy
This Privacy Policy explains what personal information Elena Mae collects when you visit www.elena-mae.com or place an order, why we use it and which rights you have. Velo Goods Retail, established in the Netherlands, is the controller of your personal information.
Information we collect
- Order details: your name, delivery and billing address, email address, phone number (if you give it) and the items you buy.
- Payment details: the payment method and the payment status. Your full card number is handled by our payment processor and never reaches us.
- Messages: the questions you send us by email or through the contact form.
- Device and usage data: IP address, browser, device type and the pages you visit, collected through cookies.
Why we use it and the legal basis
- To process, ship and track your order and handle returns: needed to perform our contract with you.
- To answer your questions: our legitimate interest in helping you, or the contract when it concerns an order.
- To prevent fraud and keep the website secure: our legitimate interest.
- To keep our accounting records: a legal obligation.
- To send you marketing emails: only with your consent, which you can withdraw at any time with the unsubscribe link.
Who receives your information
- Shopify, which hosts our store and processes payments through Shopify Payments;
- our logistics partners and the carriers USPS, UPS and FedEx, which need your name and address to deliver;
- Track123, which shows the status of your parcel on our order tracking page;
- our accountant and public authorities where the law requires it.
We do not sell your personal information.
Cookies
- Necessary cookies keep the cart and checkout working. They are kept for up to 1 year at most, and most are deleted when you close your browser.
- Analytics cookies from Shopify help us see how visitors use the website. They are kept for up to 1 year.
- Marketing cookies are only used where you have allowed them. They are kept for up to 1 year.
You can change your choices through the cookie banner or remove cookies in your browser settings at any time.
How long we retain your information
- Order and invoice data: 7 years, as Dutch tax law requires.
- Customer service messages: up to 2 years after your last message.
- Marketing consent: until you unsubscribe.
Transfers outside the Netherlands
We are based in the Netherlands and our customers are in the United States, so your information is transferred between the European Economic Area and the United States. Our service providers protect these transfers with the European Commission's standard contractual clauses or the EU-U.S. Data Privacy Framework.
Your rights
You can ask us for access to your personal information, have it corrected or deleted, object to its use, restrict it, or receive a copy in a common format. Residents of California and other U.S. states with privacy laws also have the right to know what we collect, to have it deleted and to opt out of the sale or sharing of their information; you can use our Your Privacy Choices page for that. We will not treat you differently for using these rights. To use any right, write to us at support@elena-mae.com or through our contact page; we reply within 30 days.
Complaints
Unhappy with the way your personal information is used? Please raise it with us first. You can also file a complaint with the Dutch data protection authority, the Autoriteit Persoonsgegevens, Postbus 93374, 2509 AJ Den Haag, the Netherlands (autoriteitpersoonsgegevens.nl), or with the attorney general of your state.
Children
Our store is not meant for children under the age of 16, and we do not knowingly collect information from them.
Security
Our website and checkout are encrypted, access to your information is limited to the people who need it, and our providers work under strict security standards.
Changes to this policy
If we change this policy, the new version appears on this page with its effective date.
More information
You may also want to read our Shipping Policy, Returns & Refunds Policy, Payment Policy, Terms of Service and FAQ.
Contact information
Store name: Elena Mae
Company name: Velo Goods Retail
Chamber of Commerce (KVK) number: 92012205
Address: Segment 3, 6921 RC Duiven, Netherlands
Email: support@elena-mae.com
Contact page: Contact
Phone: +31 6 16 20 32 56
Customer service hours:
Monday to Friday: 9 AM to 5 PM (CET)
We answer every message within 24 hours on business days.