Guerlain Canada Limited, a luxury cosmetics and beauty products company ("Guerlain", "we", "us" or "our Company") attaches particular importance to the treatment, confidentiality and security of your personal information.
Personal information is any information relating to an identified natural person or a person who can be identified, directly or indirectly, in particular by reference to an identification number or to one or more elements that are specific to that person, such as his or her surname, first name, date of birth, customer or order number, photograph, etc. In general, personal information does not include information relating to the performance of an individual's duties within an organization, such as name, title and position, as well as the address, e-mail address and telephone number of the individual's place of employment.
Directly to you
Generally, we obtain the personal information we need directly from you, for example, through paperless forms on our website or when you contact us. For example, we may collect your personal information in connection with:
- The creation of your customer account on our website, on our applications or in stores or sales areas;
- Ordering on our website;
- Purchases made in store;
- Your registration to our loyalty program;
- The use of our online services such as chat ;
- Your agreement to receive personalized messages from us by email, telephone, sms or postal mail according to your choices;
- Completion of customer experience surveys or satisfaction polls;
- Interaction with our company via its official page on social networks or when we offer to reuse content that you have published on a social network;
- Your exchanges with our customer service ;
- Your inquiries addressed to our House ;
- Your participation in an event that we organize;
- Your browsing of the Internet via Cookies (defined below) or when you click on advertisements for our products.
With your consent
We generally collect your personal information with your consent, unless applicable law provides an exception to this principle (for example, to comply with our legal obligations, where necessary to establish, exercise or defend a legal claim or proceeding).
Refusing to collect and withdrawing your consent
You have the right, if you wish, to refuse the processing of your personal information. You may also, at any time, and subject to reasonable notice and applicable legal or contractual restrictions, withdraw your consent (if any) to the disclosure or use of your personal information in our possession by contacting us as set out in this Policy. However, this may prevent you from, for example, using our website, as this information is essential to such use. You may contact us as indicated in the section " Contact Us " for any questions related to this matter.
We only collect personal information that is essential to Guerlain to fulfill the purposes identified at the time of collection. This information is indicated by an asterisk on each personal information collection form. If you do not fill in these mandatory fields, Guerlain may not be able to respond to your requests and/or provide you with the services you have requested.
The personal information we may collect may include, but is not limited to:
- Your contact information such as your first and last name, billing address, shipping address, payment information (including credit card numbers, credit card security numbers, credit card expiration dates and/or other payment details provided by [American Express, Chase, PayPal]), email address and telephone number in order to identify you, provide products and services to you and correspond with you;
- Your personal preferences related to the products we sell or to our website (language), marketing information as well as your comments or survey responses;
- Information relating to your orders, their follow-up and purchase invoices
- The information that you may need to communicate to our customer service;
- Certain health data in case you report an adverse reaction to one of our products;
- Information relating to the use of our website, including your navigation (pages visited, links clicked, etc.);
- Your publications and mentions of our products on social networks;
- Any other personal information you provide to us.
For limited and specific purposes
Guerlain generally uses your personal information in order to:
- Create a customer account on our website and our applications but also in our counters and stores (to the extent applicable);
- Manage your access to your customer account;
- Process and manage your online orders and their delivery;
- Record purchases made at our counters or in our stores;
- Ensure the security of online transactions, prevent fraud, payment incidents and manage collection;
- Manage customer relations in the context of requests for information or complaints that you may send us via our website, our applications, our customer service or our pages on social networks;
- Manage our loyalty program;
- Track and manage alerts that you may send us as part of our obligation of cosmeto-vigilance;
- Manage and optimize your customer experience through a better knowledge of our customers;
- To propose adapted and personalized services, particularly in the context of the evolution of our products and services;
- Carry out statistical analyses to develop steering, measurement and reporting tools in order to adapt and improve our sales, marketing and product production activities;
- To analyze your preferences and habits, to anticipate your needs from your consumer profile and your publications/ remarks about our products on social networks;
- Analyze the performance of our brand on social networks in order to produce statistical analyses (studies of results by market, brand influence and analysis of implemented campaigns) and build audiences for advertising campaigns broadcast on social media platforms;
- Promote our brand on social networks;
- Manage your participation in the events for which you register;
(collectively, the Purposes).
To send you Messages
If you have consented to receive such information, Guerlain may send you newsletters, electronic messages such as text messages, news, updates, contests, special offers and/or other written communications ("Messages") about Guerlain's services and/or the products and/or services of its partners. You may opt-out of receiving Messages in the manner indicated in the "Contact Us" section or through the unsubscribe link included in the Messages. However, Guerlain may continue to send you Messages to inform you of available upgrades or critical technical issues related to the website, applications and products you have requested or purchased, or to provide you with important information about your account (if any).
For secondary purposes
Guerlain may also aggregate and anonymize the personal information you have provided in order to create statistical data that Guerlain may use to improve the website and applications, examine purchasing trends and user interests, or train machine learning algorithms. Guerlain may also share this information with its third party partners. This statistical data does not include personal information.
Your personal information is processed by Guerlain personnel. We ensure that only authorized persons within Guerlain have access to your personal information when necessary for the management of our commercial relationship or our legal obligations.
Our strategic partners
We may also communicate your personal information with our partners to facilitate our activities, such as (a) other Guerlain subsidiaries in France or abroad, (b) other entities of the LVMH Group, (c) providers of hosting and maintenance of the site and of our dematerialized solutions for collecting personal information in counters and stores, (d) payment service providers, (e) providers of fraud prevention and control, (f) logistics providers, (g) marketing solutions providers, (h) providers for managing commercial prospecting and communication via social networks, (i) customer service providers, (j) providers for managing cosmetovigilance alerts, (k) event organization providers, (l) social networks so that they can build up similar audiences and target potential customers corresponding to your profile, and (m) third parties who carry out statistics relating to our performance on social networks on our behalf
In connection with these activities, these partners may have access to your personal information for use for a limited time. When Guerlain engages third parties to process any personal information, Guerlain endeavors to implement commercially reasonable contractual and technical protections to ensure that such third parties keep all personal information they process strictly confidential. Please note that these third parties may not be located in your geographic location. In this case, Guerlain takes commercially reasonable steps as described below in the section "Where is your personal information transferred and hosted? ".
Where required by applicable law
Guerlain may also communicate your personal information to third parties to meet legal, regulatory or contractual obligations or to respond to requests from legally authorized authorities. More specifically, Guerlain may share your personal information if required by law or if it believes in good faith that such action is necessary to: (a) comply with the law; (b) comply with the order of a competent judicial authority in any jurisdiction; (c) comply with legal process served on Guerlain; (d) protect and defend the rights or property of Guerlain; (e) enforce or verify your compliance with any part of your agreements with Guerlain, if any; (f) prevent fraud or other illegal activity through Guerlain services; or (g) act in urgent circumstances to protect the personal safety of users of Guerlain services or the general public.
In the context of company transfers
We may share your personal information without your permission when our operations require it (for example, in the event of a merger, acquisition, bankruptcy or sale of assets). In connection with such an event, we may also share some or all of your personal information with the affected third party (or its advisors) as part of a due diligence process.
For other purposes with your consent
Where you have expressly consented, your personal information may be shared with other third parties. For example, there may be specific instances where additional terms and conditions apply and through these we make it clear that specific third parties are using your personal information.
Link to third party platforms
Please note that we may include links on our platforms to third-party sites or services that we do not control, for example, if you use an embedded feature of Google or social networks (Facebook, Instagram, etc.). These third parties may share certain information about you with us. Your activities on our platforms may be displayed on social network platforms. If you click on any of these links, you will be directed to sites that we do not control. Please read the privacy policies of those sites, applications or platforms that may collect personal information to understand their privacy policies and practices. This Policy applies only to personal information processed by or on behalf of Guerlain.
A cookie is a small text file that is stored in a dedicated location on your computer, mobile device, tablet or other device when you use your browser to visit an online service. Other tracking technologies, such as web beacons and tracking pixels, may be used for similar purposes. In this Policy, all such tracking technologies are collectively referred to as "Cookie(s)". Any personal information collected through Cookies by or on behalf of Guerlain is treated with the same level of confidentiality as any other personal information held by Guerlain, in accordance with the Cookie Management Notice.
As described in the Cookie Management Notice. , if you have consented to it, we use your personal information to provide you with targeted advertisements or Messages that we believe may be of interest to you, including advertisements about particular services and products. If you have consented, we share with our advertising partners information about your use of our platforms, your purchases and your interaction with our advertisements on other websites. This personal information is collected, among other things, through the use of social network Cookies and/or advertising Cookies, as described in the Cookie Management Notice. Some of this personal information will be shared directly with our advertising partners. We may also aggregate your personal information and share it with advertising partners, such as Facebook, to create marketing strategies, including targeting to similar audiences. This targeting allows us to serve ads on Facebook to people who are similar to those who have previously visited or made a purchase from us. To opt-out of Facebook's collection and use of information for ad targeting, visit: https://www.facebook.com/help/568137493302217.
Depending on your preferences on your mobile devices, Guerlain and its advertising partners may also use your mobile advertising ID to target and measure the effectiveness of their advertising campaigns. In iOS, this identifier is called "IDFA" (ID for Advertising); in Android (Google Play), this identifier is called "AAID" (Android Advertising ID). You can access and reset your mobile advertising ID or limit its use through the operating system settings of your mobile devices.
Under no circumstances will Guerlain allow advertising to children when it has actual knowledge that the user is under 13 years of age. To learn more about Guerlain's advertising practices, please contact Guerlain as indicated in the section " Contact Us ".
For more information about how targeted advertising works, you can visit the Network Advertising Initiative ("NAI") educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work. In addition, you can opt-out of some of these services by visiting the Digital Advertising Alliance's Opt-Out Portal at http://optout.aboutads.info/.
Some of the recipients of your personal information may be located outside of Canada or Quebec. The personal information we collect is housed in secure systems hosted on servers that may be located outside your province, territory or country of residence, including in Canada, the European Union, and the United States.
However, we strive to protect personal information in our custody, including personal information in the custody of an agent or service provider, whether they are located in Canada, the European Union, the United States, or other jurisdictions or countries. In particular, we endeavour to limit their access to personal information to that which is necessary to perform the tasks they are assigned. Any transfer of your personal information outside of Quebec or Canada is made with appropriate contractual, technical, organizational and other safeguards in accordance with applicable privacy regulations to ensure the confidentiality and security of your personal information. This may include the implementation of robust and effective security measures. If you have any further questions about this, you can contact us here.
The legal retention periods defined by Guerlain respect the recommendations of national privacy protection authorities and the legal obligations to which Guerlain is subject. To this end, your personal information will be kept only for the period necessary to achieve the Purposes for which it was collected, or in accordance with Guerlain's legitimate interests, or to comply with applicable legislative, tax or regulatory requirements. At the end of this period, we endeavor to destroy or render anonymous this information.
In determining the appropriate retention period for your personal information, we consider the amount, nature and sensitivity of the personal information involved, the potential risk of harm from unauthorized use or disclosure of your personal information, the Purposes for which we process your personal information and the possibility of achieving those Purposes by other means, as well as any applicable legislative, tax or regulatory requirements. If you would like more information on this subject, please contact us here .
With necessary and appropriate measuresGuerlain has implemented security measures to protect your personal information. The standard security measures we use depend on the type of information collected. However, Guerlain uses electronic, physical and procedural safeguards, such as restricting access to platforms, computer equipment and physical premises, to protect your personal information. We encourage you to exercise caution when using the Internet.
Our platforms are only available to persons 14 years of age or older. Guerlain does not knowingly process personal information from children under the age of 14, unless a parent or legal guardian has consented. If you believe that personal information has been collected from children under the age of 14 without your prior consent, you may contact Guerlain as indicated in the "Contact Us" section.
According to the applicable legislation, you may have certain rights in relation to your personal information, such as the right to access and rectify your personal information, the right to re-index or de-index your personal information, the right to withdraw your consent (if applicable) as well as the right to request deletion of your personal information, and to obtain portability of your personal information, i.e., the right to receive a copy of all the personal information Guerlain holds about you in a structured, commonly used and machine-readable format. You also have the right to formulate specific or general directives concerning access to and communication of your data post-mortem.
You also have the right to lodge a complaint with the competent authority at any time if you believe that Guerlain is not processing your personal information in accordance with this Policy or applicable laws.
Guerlain may, at its discretion, update, revise, modify or supplement this Policy from time to time. If material changes are made to the Policy, you will be notified when you log in and/or we will send you a link to the new version of the Policy. The Policy and any related agreement, if any, will be posted on our website. Guerlain asks its users to consult the revised Policy before continuing to use its platforms.
Guerlain has established procedures for receiving complaints and inquiries regarding its policies and practices for managing personal information. We will inform individuals who make inquiries or lodge complaints of the existence of the relevant procedures. Guerlain will investigate all complaints. If a complaint is found to be justified, we will take appropriate measures, including, if necessary, amending our policies and practices. Please feel free to contact us with any questions, inquiries, comments or complaints regarding your personal information. To do so, you may contact our Data Protection Officer by e-mail at the following address :
Data Protection Officer
Head office address: 2515 Léger Street Montreal, Quebec H8N 2V9 Canada
Phone number: 514-363-0432
Version updated on March 17, 2023