Privacy Policy for Charlies Candles

1) Who we are (data controller)

Charlies Candles BV ("Charlies Candles", "we", "us") is responsible for the processing of your personal data as the data controller.

Company details:

• Legal entity: Charlies Candles BV

• Address: Beernemsteenweg 77, 8750 Wingene, Belgium

• VAT: BE0758683817

• Email:  info@charliescandles.com 

• Phone: +32 5 019 00 03

Privacy contact: 

For privacy questions or to exercise your rights, contact us at info@charliescandles.com (Attn: Privacy/Charlotte Lagae).

2) What this policy covers

This Privacy Policy explains how we collect and use personal data when you:

• Visit our website and use our online shop

• Create an account (including our professional/reseller zone)

• Place orders (B2C and B2B)

• Contact our customer service/helpdesk

• Subscribe to marketing communications

• Meet us at trade shows or provide your details for business contact

3) Personal data we collect

Depending on how you interact with us, we may collect:

3.1 Data you provide

• Identity and contact data: name, company name, VAT number (B2B), billing/shipping address, email, phone

• Account data: login credentials (stored in our systems), account preferences

• Order and transaction data: products purchased, quantities, order history, invoices, payment status

• Professional/reseller data: business details needed to assess/enable reseller access and pricing

• Customer support data: messages, requests, and any information you share with our helpdesk

• Marketing data: newsletter preferences, opt-in/opt-out status

3.2 Data collected automatically

• Device and usage data: IP address, browser type, pages viewed, approximate location (based on IP)

• Cookie and analytics data: identifiers and events collected via cookies and similar technologies

4) Why we use your data (purposes) and our legal bases

We process personal data only when we have a legal basis under GDPR.

4.1 To provide our website, shop, and accounts

• Purpose: website functionality, account creation, login, professional zone access, customer portal

• Legal basis: performance of a contract; legitimate interests (running and securing our services)

4.2 To process orders and deliver products

• Purpose: order handling, invoicing, delivery, order updates, customer administration

• Legal basis: performance of a contract; legal obligation (e.g., accounting/tax)

4.3 To provide customer service

• Purpose: answering questions, handling complaints/returns, helpdesk support

• Legal basis: performance of a contract; legitimate interests (customer support and quality)

4.4 To manage B2B relationships and trade show contacts

• Purpose: responding to business enquiries, following up after trade shows, reseller onboarding

• Legal basis: legitimate interests (B2B relationship management); consent where required

4.5 Marketing communications

• Purpose: sending newsletters and product/service updates

• Legal basis: consent (where required); legitimate interests for existing customer marketing where permitted by applicable law

You can opt out of marketing at any time via the unsubscribe link (if provided) or by contacting us.

4.6 Analytics and improving our website

• Purpose: understanding website usage and improving performance and content

• Legal basis: consent for non-essential cookies/trackers (where required); legitimate interests for essential measurement/security

5) Cookies and analytics

We use cookies and similar technologies. Where required, we ask for your consent before placing non-essential cookies.

We use Google Analytics to understand how visitors use our website.

For more details about cookies we use (including categories, purposes, and how to manage your preferences), see our Cookie Policy:

•  https://www.charliescandles.com/en_GB/cookie-policy 

6) Who we share your data with (recipients)

We may share personal data with:

• Our eCommerce/CRM/helpdesk provider: Odoo (v19) (hosting model to be confirmed)

• Google Analytics (website analytics)

• Service providers who support our business operations (e.g., IT support)

We also share data where necessary with:

• Payment providers (to be confirmed)

• Shipping carriers/logistics partners (to be confirmed)

We only share data that is necessary for the specific purpose and require appropriate confidentiality and security.

7) International transfers

We aim to work with vendors in the EU/EEA. If we transfer personal data outside the EEA (for example, when using certain technology providers), we will ensure appropriate safeguards are in place (such as an adequacy decision or Standard Contractual Clauses).

8) How long we keep your data (retention)

We keep personal data only as long as necessary for the purposes described in this policy.

Typical retention periods include:

• Orders and invoices: retained as required by applicable accounting and tax laws

• Account data: for as long as your account is active, and for a reasonable period after inactivity or closure

• Customer service records: as long as needed to resolve your request and for follow-up/quality purposes

• Marketing data: until you unsubscribe/withdraw consent, plus a limited period to record your preference

• Analytics data: according to our cookie/analytics settings

9) Your rights under GDPR

If GDPR applies to you, you may have the right to:

• Access your personal data

• Correct inaccurate data

• Request deletion ("right to be forgotten")

• Restrict processing

• Object to processing (including direct marketing)

• Data portability (in certain cases)

• Withdraw consent at any time (where processing is based on consent)

To exercise your rights, contact info@charliescandles.com

10) Complaints

If you believe your data protection rights have been violated, you can contact us first so we can help.

You also have the right to lodge a complaint with the Belgian Data Protection Authority (Gegevensbeschermingsautoriteit/Autorité de protection des données).

11) Security

We take reasonable technical and organisational measures to protect personal data against loss, misuse, and unauthorised access.

12) Children

Our website and services are not intended for children. If you believe a child has provided us personal data, please contact us.

13) Changes to this policy

We may update this Privacy Policy from time to time. We will publish the updated version on this page and update the “last updated” date.

Last updated: 5 June 2026