Privacy Notice

Information We Collect

You give us some information directly, and some is gathered automatically as you use the site.

Information you provide

• Your name, email address, phone number and delivery or billing address
• Order details, payment information processed by our payment partners, and your purchase history
• Personalisation details you ask us to add to a piece, such as names, dates or colour choices
• Login details and saved preferences, if you create an account
• Messages you send us by email or chat, including questions, reviews, feedback and photos sent with damage claims
• Your newsletter and marketing preferences

Information gathered automatically

• IP address, browser type, operating system and device identifiers
• Pages viewed, time spent on each page, clicks and how you navigate the site
• Cookies and similar technologies that make browsing easier, help us understand visits, and show relevant content

How We Use Your Information

• To make and deliver your order, and send confirmations, production updates and tracking details
• To reply to questions and resolve problems, including breakage claims
• To remember your preferences and recommend pieces you might enjoy
• To send marketing only where you have agreed to it; you can unsubscribe at any time
• To understand how our website is used and make it better
• To meet our legal obligations and protect Hainoi and our customers

Legal Grounds for Processing

Where the law requires a legal basis for using personal information, we rely on:

• Performing our contract with you and fulfilling your order
• Our legitimate business interests, such as improving our service, preventing fraud and marketing, where these do not outweigh your rights
• Your consent for specific activities, such as marketing emails
• Complying with our legal obligations

Who We Share It With

We never sell, rent or trade your personal information to third parties for their own marketing. We share it only with partners that help us run our business:

• Delivery services, such as express couriers and national postal services
• Payment processors (complete card numbers are never kept on our servers)
• Website hosting, IT and analytics providers
• Email and marketing service providers
• Public authorities where the law requires it, or to protect rights and safety

These partners are bound by contract to use your information only to provide the services we ask of them.

Transfers Across Borders

Because we deliver to customers in many places, your information may be stored or processed outside the country where you live. Wherever that happens, written agreements with our providers require them to protect it to an appropriate standard. Your continued use of the site signals your agreement to this.

Keeping Data Secure

• SSL encryption for information in transit
• Payment processing that meets recognised card-industry security standards
• Regular reviews of our systems
• Access restricted to team members who need it for their role

No method of sending data over the internet is completely secure. Should a breach ever occur, we will tell the people affected, and any regulator we are obliged to inform, as required.

How Long We Keep It

Order records

Usually kept for up to 7 years for customer service, returns, tax and accounting purposes

Personalisation details

Kept with your order record so we can remake or check a piece if needed

Account information

Kept for as long as your account remains active

Marketing data

Kept until you unsubscribe or withdraw consent

Analytics data

Normally kept in anonymised or aggregated form

Your Rights

Depending on the laws that apply to you, you may ask us to:

• Let you see the information we hold about you
• Correct information that is inaccurate
• Delete your information in certain circumstances
• Restrict how we use it
• Give you a copy in a portable format
• Stop marketing, or processing based on legitimate interests
• Withdraw your consent

Send your request to service@hainoi.com. Expect an answer within a month; before we act, we may ask you to verify that the request really comes from you.

Opting Out of Marketing

• Click the Unsubscribe link at the bottom of any marketing email, or
• Email service@hainoi.com with "Unsubscribe" in the subject line

Please allow up to 48 hours for the change to take effect. You will still receive transactional emails about your orders.

Cookies and Similar Tools

Small data files called cookies keep your basket and checkout working, and also let us see how pages perform, recall your language and currency, and, where it applies, support our advertising. You can control cookies through your browser settings, although turning some off may stop certain features from working.

Minors

This site is designed for adults aged 18 and above. We never intentionally gather details about minors. If you believe a minor has given us personal details, let us know and we will erase them.

Third-Party Websites

Websites we link to have their own privacy policies. We are not responsible for their content or how they handle information.

Additional Privacy Rights

Depending on the laws where you live, you may also be entitled to:

• Ask which personal information we have collected about you
• Ask us to delete it
• Opt out of the sale of your personal information, although we do not sell it
• Exercise these rights without being treated any differently

Email service@hainoi.com with "Privacy Rights Request" in the subject line.

Raising a Concern

You have the right to complain to the data protection authority where you live. Before doing so, we would be grateful if you gave us the opportunity to put things right.

Contact

Email: service@hainoi.com

Replies: usually within one working day.