Privacy Policy

Osena London respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, disclose, store, and protect your personal data when you visit osenalondon.com, place an order, contact us, or otherwise interact with our services.

We process personal information in accordance with applicable UK data protection laws, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, as amended from time to time.

Who We Are

For the purposes of applicable data protection law, Osena London is responsible for determining how and why your personal information is processed in connection with our store.

Osena London
1 Greenwood Ave
Clifton, Swinton
Manchester M27 8RZ
United Kingdom

Email: support@osenalondon.com

Personal Information We Collect

The personal information we collect depends on how you interact with our website and services. We may collect the following categories of information:

• Contact information: including your name, email address, telephone number, billing address, and delivery address.
• Order information: including products purchased, order value, order history, delivery information, returns, refunds, and related transaction details.
• Payment information: including payment method and information necessary to process your transaction. Payment information is processed securely by our payment service providers. We do not store your full payment card details.
• Account information: including login details, account preferences, and saved information if you create a customer account.
• Communications: including information you provide when contacting us about an order, product, return, complaint, or other enquiry.
• Device and technical information: including your IP address, browser type, device type, operating system, referring pages, and other technical information associated with your use of our website.
• Website usage information: including pages viewed, links clicked, products viewed, shopping activity, and interactions with our website.
• Marketing preferences: including whether you have chosen to receive promotional communications from us.

How We Collect Personal Information

We may collect personal information:

• Directly from you when you place an order, create an account, complete a form, subscribe to communications, contact us, or request customer support.
• Automatically through cookies, pixels, and similar technologies when you use our website.
• From service providers that help us operate our store, process payments, deliver orders, prevent fraud, analyse website performance, or provide other business services.

How We Use Your Personal Information

We may use your personal information to:

• Process, confirm, and fulfil your orders.
• Process payments and refunds.
• Arrange delivery and provide order updates.
• Manage returns, cancellations, exchanges, and customer service requests.
• Communicate with you about your orders or enquiries.
• Create and manage customer accounts.
• Operate, maintain, and improve our website and services.
• Understand how customers use our website.
• Detect and prevent fraud, unauthorised transactions, abuse, and other security risks.
• Comply with tax, accounting, legal, regulatory, and record-keeping requirements.
• Send marketing communications where we are legally permitted to do so.
• Personalise your experience and show relevant content, where permitted by law.
• Establish, exercise, or defend legal claims.

Lawful Bases for Processing

Under UK data protection law, we must have a lawful basis for processing your personal information. Depending on the circumstances, we may rely on:

• Contract: where processing is necessary to fulfil an order or take steps at your request before entering into a contract.
• Legal obligation: where we need to process information to comply with applicable laws, tax requirements, accounting obligations, or other legal duties.
• Legitimate interests: where processing is necessary for our legitimate business interests and those interests are not overridden by your rights and freedoms. This may include improving our services, preventing fraud, securing our website, and managing our business.
• Consent: where you have given us permission to process your information for a specific purpose, such as certain forms of marketing or non-essential cookies. Where processing is based on consent, you may withdraw your consent at any time.

Order Processing and Payments

When you place an order, we use your personal information to process your purchase, verify payment, arrange delivery, communicate with you about your order, and provide customer support.

Payment transactions are processed through secure third-party payment providers. These providers may collect and process payment information in accordance with their own privacy policies and security requirements.

Osena London does not store your full credit or debit card number or card security code.

How We Share Personal Information

We do not sell your personal information.

We may share personal information with trusted third parties where reasonably necessary to operate our business and provide our services, including:

• Ecommerce and website hosting providers, including Shopify.
• Payment processors and financial institutions.
• Delivery, courier, fulfilment, and logistics providers.
• IT, website maintenance, security, and cloud service providers.
• Analytics and performance service providers.
• Customer service and communication providers.
• Marketing and advertising service providers where permitted by applicable law.
• Professional advisers, including accountants, legal advisers, and consultants where necessary.
• Government authorities, regulators, courts, or law enforcement agencies where disclosure is required or permitted by law.

Service providers are permitted to process personal information only as necessary to provide their services and subject to applicable data protection requirements.

Shopify

Our online store is hosted using Shopify. Shopify provides the ecommerce platform that allows us to offer our products and services to you.

As part of providing its services, Shopify may process information about your device, your use of our store, and transactions completed through the platform. Shopify processes personal information in accordance with its applicable privacy terms and policies.

Cookies and Similar Technologies

Our website may use cookies and similar technologies to operate the website, remember your preferences, understand website performance, improve functionality, prevent fraud, and, where permitted, support analytics and advertising.

Some cookies are necessary for the website to function and cannot reasonably be disabled through our systems. Other cookies may require your consent before they are placed on your device.

Where required by law, you will be given options to manage your cookie preferences. You may also adjust your browser settings to block or delete cookies, although doing so may affect the functionality of certain parts of our website.

Marketing Communications

We may send you marketing communications where you have consented to receive them or where another lawful basis permits us to do so.

You may unsubscribe from promotional emails at any time by using the unsubscribe link included in the communication or by contacting us at support@osenalondon.com.

Opting out of marketing communications will not prevent us from sending service-related communications that are necessary for your orders, transactions, account, or customer service requests.

Advertising and Analytics

We may use analytics tools and, where permitted, advertising technologies to understand how visitors use our website, measure the effectiveness of our services, and improve the customer experience.

Depending on your cookie preferences and applicable law, these services may collect information about your browser, device, IP address, interactions with our website, and shopping activity.

International Data Transfers

Some of our service providers may process or store personal information outside the United Kingdom.

Where personal information is transferred internationally, we take reasonable steps to ensure that appropriate safeguards are used as required by UK data protection law. These safeguards may include transfers to countries recognised as providing an adequate level of data protection or the use of approved contractual protections.

How Long We Keep Your Information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including fulfilling orders, providing customer support, maintaining business and financial records, resolving disputes, preventing fraud, and complying with legal, tax, accounting, and regulatory obligations.

The specific retention period will depend on the type of information, the purpose for which it is processed, and any applicable legal requirements.

When personal information is no longer required, we will delete, anonymise, or otherwise securely dispose of it where appropriate.

How We Protect Your Information

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

Our website uses secure technologies, including SSL encryption, to help protect information transmitted through the website.

However, no internet transmission or electronic storage system can be guaranteed to be completely secure. You should take reasonable precautions to protect your account information and passwords.

Your Data Protection Rights

Depending on the circumstances and subject to applicable legal conditions and exemptions, UK data protection law may give you the right to:

• Be informed about how your personal information is collected and used.
• Access the personal information we hold about you.
• Rectify inaccurate or incomplete personal information.
• Request erasure of your personal information in certain circumstances.
• Restrict processing of your personal information in certain circumstances.
• Object to processing based on legitimate interests and to processing for direct marketing purposes.
• Request data portability in certain circumstances.
• Withdraw consent where we rely on your consent as the lawful basis for processing.
• Exercise rights relating to certain forms of automated decision-making and profiling where applicable.

You have the right to object at any time to the processing of your personal information for direct marketing purposes.

To exercise any of your rights, contact us at support@osenalondon.com.

We may need to verify your identity before processing a request. Your rights may be subject to limitations or exemptions under applicable law.

Children's Privacy

Our website and services are intended for general retail customers and are not directed specifically at children. We do not knowingly collect personal information from children where doing so would be unlawful.

If you believe that a child has provided us with personal information without appropriate authorisation, please contact us so that we can review the matter.

Third-Party Websites

Our website may contain links to websites or services operated by third parties. We are not responsible for the privacy practices, security, or content of third-party websites.

We encourage you to review the privacy policies of any third-party services you choose to use.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our practices, services, technologies, or legal and regulatory requirements.

Any updated version will be published on this page. We encourage you to review this policy periodically to stay informed about how we handle personal information.

Complaints

If you have concerns about how we handle your personal information, please contact us first so that we can try to resolve your concern.

You also have the right to make a complaint to the Information Commissioner's Office (ICO), the UK's independent data protection regulator.

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire SK9 5AF
United Kingdom

Website: https://ico.org.uk

Contact Us

If you have questions about this Privacy Policy or would like to exercise your data protection rights, please contact us:

Osena London
1 Greenwood Ave
Clifton, Swinton
Manchester M27 8RZ
United Kingdom

Email: support@osenalondon.com

Business Hours: Monday to Friday, 9:00 to 17:00 UK time

We aim to respond to customer enquiries within 12 working hours.