How can we help you?

What is your privacy policy?

OUR STATEMENT ON PRIVACY

At BESTSELLER, it’s our mission to give you a great fashion experience right from the moment you start browsing the many styles from our brands, to the time that you actually receive your order. As part of your shopping experience with us, we want to ensure you that we protect and respect your privacy and handle all your personal data with care.


We uphold the following principles when handling your personal data:

  1. 1. We collect and store data for these main purposes:
    a. Packing and delivering your order
    b. Customer service
    c. Improving your user experience
    d. Marketing
    e. Regulatory requirements
  2. 2. We only collect data that we need for the purposes mentioned above
  3. 3. We delete your personal data when we no longer need it
  4. 4. We don’t sell your data
  5. 5. We keep your data secure

Below you can read more about how and why we collect and store your personal data – and what we do with it.

You can also read about how you can exercise your rights as a data subject with us, e.g. request access to your data.

Bestseller Handels B.V., Vijzelstraat 68-78, 1017HL Amsterdam, The Netherlands, is the data controller of the personal data covered by this privacy statement.

COLLECTING & USING YOUR PERSONAL DATA

Fulfilment of your order

To handle your order, we need some important information from you. When you order from us, you provide us with your name, address, email, phone number, payment details and, of course, which products you’ve ordered.

When you complete an order, your payment is handled by our payment solutions partners and your order is sent to our warehouse partner. When your order is packed and ready to ship, we share your name, address, email and phone number with our carrier partners to fulfil your delivery.

Our warehouse partner, payment solutions partners, and carrier partners are committed to keeping your data safe.

Customer Service

If you contact our customer service, we will register the personal data that you provide to us. Our customer service has access to all information about your order, so we can help you in the best possible way, whether you have questions about the status of your order, or if you need to return an item. Our customer service is also able to see any previous correspondence with you as this allows us to provide you with better service.

Improvement of your user experience

We constantly strive to give you the very best user and shopping experience on our websites. We do that in different ways, but an important part of it is being able to track your browsing on our site. We do that by using cookies. You can read more about cookies here. We also use your browsing behaviour to figure out whether we need to buy more or less stock of certain products. Lastly, we use your browsing data and your orders to recommend you products that we think you might like.

Marketing

We also use your personal data to create more relevant marketing for you. Overall, we divide our marketing into these types: customer club communication for which you have signed up, push messages in our apps and marketing that is based on your having accepted our cookies.
You can always object to our processing of your personal data for direct marketing purposes by using our request form, which can be found HERE.

Customer Clubs

BESTSELLER.com and the rest of our brands have their own customer clubs. Through the customer clubs, you will receive newsletters and sometimes SMS texts with offers, new styles, guides and more. You can read the terms and conditions HERE.

Our App
In our app you can choose to receive notifications from us regarding campaigns. If you have activated location services, we might use this to send push notifications when you’re near a store.

We register this information on you through the app.

You can deactivate the notifications and location services. This is done in the settings on your mobile phone.

For Android:

  • Find the Location option.
  • Scroll down the Settings screen and tap an entry labelled “Location.”
  • This option will open up to a new screen.
  • For newer Android versions, you can find “Locations” listed under the “More” tab from the upper right-hand corner of the Settings screen.

For iOS:

  • Open your Settings app.
  • Tap Privacy.
  • Tap the Location Services panel.
  • Tap the Location Services slider so it is White / OFF.

MyAccount

If you choose to create a personal customer account, you must provide us with your name and email address. You can also choose to give us your phone number and address.

In your account you can view your shopping bag and your order history. This information may be shared with another BESTSELLER company, e.g. BESTSELLER A/S or VILA A/S, if you have signed up for a BESTSELLER customer club in order to receive marketing.

Regulatory requirements

In addition to the above-mentioned processing of your personal data, we use and store your personal data in order to comply with regulatory requirements, e.g. book-keeping regulations.

Legal basis for collecting and using your personal data

We collect and use your personal data on the following legal basis:

  1. 1. Our performance of a contract
    - Fulfilment of your order
  2. 2. Our legitimate interest
    - Customer service
    - Improvement of your user experience
  3. 3. Your consent
    - Customer clubs
    - MyAccount
    - Marketing through push messages in our apps
    - Cookie-based marketing
  4. 4. Our legal obligations
    - Regulatory requirements

Processing data outside the EU

For these partners, your data can be handled or stored outside the EU:

  • Google, USA (the data transfer is safeguarded by certification under the EU-US Privacy Shield Framework)
  • Salesforce, USA (the data transfer is safeguarded by certification under the EU-US Privacy Shield Framework and the EU Commission’s Standard Contractual Clauses)

Cookies

What are Cookies?
A cookie is a small text file that’s attached to your computer's hard drive, smartphone or other IT equipment. It enables your computer/IP address to be recognised and information to be collected regarding the pages you visit and functions you implement.

The first time you visit our website, you’ll see a banner at the top with the statement about our use of cookies. If you don’t want us to use cookies at all, you must deactivate cookies in your browser. However, you should be aware that if you do so, there may be services and functions that you cannot use because they require cookies to remember the choices you’re making.

As cookies are not stored in our systems, we’re unable to retrieve or delete any cookies you created by visiting one or more of our websites. However, you, yourself, can delete any cookies put on your computer by BESTSELLER and avoid new ones.

How to delete and avoid cookies
You should be aware that if you choose to deactivate cookie storage in your browser, we cannot give you the best possible user experience on our website.

This is how to remove existing cookies:

Internet Explorer

  • Click on 'Tools' in the command bar to the far right / 'Internet Options' / 'General' / 'Delete' / then tick 'Preserve Favourites website data' and 'Cookies' / 'Delete' / 'OK'.

This is how to avoid storing cookies in the future:

  • Click on 'Tools' in the command bar to the far right / 'Internet Options' / 'Privacy' / under 'InPrivate' tick 'Do not collect data for use by InPrivate Filtering / 'OK'.

Mozilla Firefox
This is how to remove existing cookies:

  • Click on tools in the menu bar / 'Options' / 'Privacy' / 'Remove individual cookies' / 'Remove All Cookies'.

This is how to avoid storing cookies in the future:

  • Click on 'Tools' in the menu bar / 'Options' / 'Privacy' / and tick 'Tell websites I do not want to be tracked'.

Google Chrome
This is how to remove existing cookies:

  • Click on the tools icon at the top in the menu bar / 'Tools' / 'Clear browsing data' / and tick 'Empty the cache' and 'Delete cookies and other sites data' / 'Clear browsing data'.

This is how to avoid storing cookies in the future:

  • Click on the 'Chrome menu' icon in the browser tool bar / 'Settings' / 'Show advanced settings' / 'Privacy' / 'Content settings' / 'Cookies' / 'Block cookies by default'.

Why we use cookies
BESTSELLER uses cookies to give you a better user experience on our website and to remember the choices you’re making when using it, for example choice of country. We also use them to constantly improve the content and functions you encounter on our website. We furthermore use cookies to target our marketing so that it matches your requirements and to generate statistics regarding use of our website.

Information from cookies may also be used by our third-party advertising agencies and networks so that we can advertise our own or third-party products and services when you visit third-party websites and online services. This is called advert targeting or interest-based advertising. If you want to avoid this type of advertising, you can delete your cookies.

Third-party cookies
We create first-party cookies when you visit our site. Third-party cookies are created by other sites.

BESTSELLER makes use of third-party cookies. A third-party cookie is a cookie installed by someone other than BESTSELLER, such as other websites that provide content for our site, suppliers of some of our functions on the website, or programmes that we use for analysis.

Click HERE to see a full list of our third-party cookies

BESTSELLER will occasionally show content from YouTube. YouTube may therefore place cookies, including third-party cookies, over which BESTSELLER has no influence. BESTSELLER has no knowledge of the identity or purpose of such cookies. If you want to know more about which cookies are used by YouTube, you can see their cookie policy HERE.

If you use a link from BESTSELLER's websites to a third party's website, you should be aware that new cookies may be used over which BESTSELLER has no influence. In this case, you should investigate the website's cookie policy yourself.

Social Media

If you follow us or interact with us on any of our pages on a third-party social media platform, such as Instagram, Facebook, or Pinterest, information you provide will be subject to the third party’s privacy policy, as well as this privacy policy.

How long do we store your data

We only store your personal data for as long as it’s necessary to fulfill the purpose for which they were collected or to comply with regulatory requirements, e.g. bookkeeping regulations in the countries where we operate. When this is no longer the case, the information will be automatically deleted.

When you are logged in to your personal customer account you can always edit your information.

You can also submit a request asking us to delete specific information or all personal information we have on you. We will comply with said request unless we are obligated to store the information for regulatory reasons or to establish, exercise or defend a legal claim.

Your Rights

As a consumer in the EU, your personal data rights are covered by the General Data Protection Regulation (GDPR). This means that your rights as a data subject are the same in all EU Countries.

If you wish to exercise any of your rights, please submit an online privacy request form available HERE.

You can read more about your various rights below:

Access right
One of the most important rights that you have is the right to request access to the data that we have registered on you. In this scenario, we will provide you with a copy of your personal data.

Right to be forgotten
Another important right in terms of your relationship with us is that you have the right to be forgotten, meaning you can file a request asking that we delete the data that we have registered on you. We may not be able to delete all the data as we are required to continue to store certain data in order to comply with legal requirements.

Right to object
You are entitled to object to the processing of your personal data on certain grounds. For example, you can object to the processing of your personal data for direct marketing purposes, including profiling.

Right to rectification
If you believe that the data we have registered on you is inaccurate or incomplete, please let us know and we will make sure to update your information.

Right to restriction
In combination with some of your other rights you can also request that we restrict the use of your personal data, e.g. instead of full erasure or during our assessment of your objection.

Right to data portability
You can file a request asking us to supply you with the personal data that you have provided to us in a structured, commonly used and machine-readable format and to transmit the data directly to a specific recipient.

Complaints
If you wish to lodge a complaint about how we handle your personal data, you can always contact our customer service team. You can also file a complaint with your local data supervisory authority.