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WEBSITE PRIVACY POLICY

 

Guerlain pays particular attention to the processing, confidentiality and safety of your personal data. .

The aim of this Privacy Policy is to provide you with clear, simple and complete information about how we process the personal data you give us or the data we may collect while you are browsing our website, how it may be transferred to third parties and your rights and options to control your personal information and protect your privacy.

Guerlain SA, company with headquarters located at 68 avenue des Champs-Elysées – 75008 PARIS – France, registered in the Paris trade and companies register under no. 582 022 265, are the data controllers of personal data collected on the website www.guerlain.com in the sense of regulations applying to personal data, in particular Regulation (EU) 2016/679 on the protection of natural persons with regard to the processing of personal data and the free movement of such data (hereinafter the "GDPR").


PERSONAL DATA - DEFINED

Personal data is any information about an identified physical person or a physical person that may be directly or indirectly identified via an identification number or one or more elements particular to them, such as their last name, first name, date of birth, customer number, order number, photo, etc.

We may collect your personal data when you:

 
  • create a customer account on our website, apps, or in our stores;
  • order goods from our website;
  • make purchases in stores;
  • join our loyalty program;
  • use our online services, such as the chat service;
  • agree to receive personalized communications from us by email, telephone, SMS or post, depending on your selection;
  • answer surveys or satisfaction questionnaires based on your customer experience;
  • interact with our Company via its official page on social networks or when we suggest re-use of content that you have published on a social network;
  • contact our customer service;
  • send requests for information to our Company;
  • take part in an event we organize;
  • browse on the Internet using cookies or similar technology or when you click on advertisements for our products.

As part of the services we provide, we may need to collect certain data directly from you using electronic forms on our website, mobile apps or in selected stores, or in paper form, for a range of purposes (see IV for a list of processing purposes).

Information we might collect includes:

 
  • Your identity;
  • Your contact details (e.g. email address);
  • Your personal preferences in relation to the products we market or to our website (language);
  • Information relating to your orders, their tracking and your purchase invoices;
  • Information you may provide for our customer service;
  • Specific health data if you notify us of any undesirable side-effects concerning any of our products;
  • Your bank details if you place an order via our website;
  • Your publications/mentions relating to our products on social networks.

Please note that your bank details are not transmitted in clear text on Guerlain's servers. Payments are made via a secure payment platform, supplemented by control measures, in order to guarantee the security of purchases made on www.cybersource.com and to fight against fraud. The details of your payment card communicated at the time of your order are never transmitted in clear text on the network. Personal data essential to Guerlain is marked with an asterisk on all personal data collection forms on our website, in electronic form at some of our counters and stores, as well as off-line in paper form. If you do not fill in these compulsory fields, Guerlain will probably be unable to respond to your request and/or provide you with the requested services. Other information is optional and enables us to get to know you better and improve our communications and services with respect to you.

We may also collect certain data generated by your purchases of products or services, online or in stores, particularly information regarding the amount and type of your purchases.

Lastly, we may collect information regarding the use of our website, especially with respect to your browsing (pages visited, links clicked, etc.). Some of this information may be collected using cookies placed in your web browser when you browse our website. For more information about cookies, read point 'Information on Cookie Management' at the end of this policy.

Guerlain processes your data to:

 
  • enable you to create a customer account on our website, applications and at our counters and in our stores;
  • manage your access to your customer account on the Internet or our applications;
  • process and manage your online orders and their delivery;
  • record purchases made at our counters or in our stores;
  • secure online transactions, prevent fraud, payment incidents and manage debt collection (see our terms and conditions for more details) ;
  • manage customer relations with respect to any requests for information or complaints you may send us via our website, customer service or social network pages;
  • trace and manage any alerts you may send us as part of our cosmetic vigilance obligations;
  • manage and optimize your customer experience by improving our knowledge of our customers and their browsing and use of our website;
  • propose appropriate, tailored services, particularly when we enhance our products and services;
  • conduct statistical analyses to develop management, measuring and reporting tools in order to adjust and improve our sales, marketing and product manufacturing;
  • send a generic newsletter: you have the right to object if you no longer wish to receive it;
  • analyze your preferences and habits, anticipate your needs based on your consumer profile and your posts/ remarks about our products on social networks;
  • to 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 campaigns implemented);
  • to promote our brand on social networks; manage your participation in any events to which you have signed up; send you information on our offers, news and events on your chosen communication media; subject to your free, specific, informed and unambiguous consent: to send you personalized communication according to the communication preferences you have indicated to us and to use third party services to personalize your profile.

Guerlain processes your personal information:

 
  • to perform the contract agreed between yourself and Guerlain, to manage your access to your customer account, your subscription to our loyalty program and to process and track your orders;
  • within the framework of its legitimate interest for the purposes of marketing management (improving our product and services), securing its digital media (websites, applications, etc.), managing payments incidents and debt collection and combating fraud ;
  • when you have given your consent for the processing of your data, especially for the purposes of managing our personalised information, and of your browsing data via cookies, etc.
  • within the framework of compliance with our legal obligations, particularly fiscal obligations (conserving purchase invoices) and cosmetic vigilance with regard to Regulation (EU) 1223/2009 of 30 November 2009 on cosmetic products.

Your personal data is processed by the personnel of Guerlain. We ensure that only authorized persons within Guerlain have access to your personal data when this is necessary for the purpose of managing our commercial relations or meeting our legal obligations.

We may also share your personal data with;

 
  • other affiliates of Guerlain in France or abroad;
  • other entities of the LVMH Group, with some of these entities acting as data processors;
  • subcontractors, such as:
      • site hosting and maintenance service providers and the providers of our electronic personal data collection solutions at counters and in stores;
      • payment service providers;
      • anti-fraud service providers;
      • logistic service providers;
      • marketing solution service providers;
      • sales prospection and social network communication service providers;
      • customer service providers;
      • service providers for managing cosmetic vigilance alerts;
      • event organization service providers;
      • third parties wishing to know your interests so that they can build up similar audiences and target prospects corresponding to your profile. In the context of this specific processing, we are not the data controller for the canvassing and you will not be the subject of the canvassing, as your data will only be used to create profiles similar to yours.

Please note that these partners may act as data controllers, in which case they have their own privacy policies. We illustrate some examples in the table below:

  • Facebook (Privacy Policy accessible here)
  • Google (Privacy Policy accessible here)
  • Instagram (Privacy Policy accessible here)

  • third parties who carry out statistics on our performance on social networks on our behalf.

Lastly, GUERLAIN may need to share your personal data with third parties to meet its legal, regulatory or treaty obligations, or to respond to requests from authorized legal authorities.

 
  • In the unlikely event that Guerlain divests from the LVMH Group, or becomes affiliated with another group, your data may be entrusted to the target, but only upon receipt of written assurances that they will uphold a similar level of protection and surrounding restrictions relating to the data.
  • Third parties who assist Guerlain with our customer activities, so that we can provide excellent customer service and continue to offer cosmetic products that are highly desirable to our customers.

To the extent that your data is shared with external partners, we require those partners to enter into written agreements confirming that they will uphold a comparable level of protection for your data as that provided by Guerlain.

Some recipients of your personal data may be located abroad, including outside USA.

 

All data transfers outside your country of residence are subject to appropriate guarantees, especially contractual, technical and organizational guarantees, that comply with applicable regulations relating to the protection of personal data.

 

Guerlain has implemented physical, technical, administrative and operational safeguards that are designed to protect your personal data from and against loss, misuse, alteration, destruction and unauthorized access. The safeguards are updated from time to time in order to ensure that your data remains adequately protected, such as in relation to new threats and risks, and to address new requirements, standards and technologies,

 

The legal retention periods defined by Guerlain respect the recommendations of the CNIL and the legal obligations to which Guerlain is subject.

 

Customer (i.e.: with a Guerlain customer account)

Duration: 5 years from the date of the first purchase or account creation

Specificity: This period will be renewed each time you interact with Guerlain (for example a purchase or an update of your profile) or your consent to continue to interact at the end of this period.


Prospect

Duration: 3 years from the date of data collection

Specificity: This period will be renewed each time you interact with Guerlain (e.g. participation in an event) or your consent to continue to interact at the end of this period.


Guest' customer (i.e.: not having a customer profile)

Duration: 5 years from the date of first purchase

Specificity: This period will be renewed each time you interact with Guerlain (e.g. a purchase).


Client Service(i.e.: complaints or information)

Duration: duration of the processing of the request plus 5 years

Generally


Guerlain respects the rights of individuals with respect to their personal data. All individuals have the right to withdraw consent to use their data for marketing-related purposes. You also have the right to update your information on file with us, such as your email address, phone number, and marketing-related preferences. And, if you have a question about our handling of your data or believe it has been mismanaged, you have the right to contact us. Please use the contact details provided below to do so.


Some of the individual rights vary by region. Guerlain has adopted practices to ensure that we fulfill those region-specific rights for website visitors and other individuals who entrust us with personal data.


European Union, European Economic Area, and U.K. Residents


Guerlain recognizes and has addressed data protection and security measures that are required on a local or regional level. This includes, for example, those required for residents of the European Union/European Economic Area under the EU General Data Protection Regulation (GDPR) 2016/679 and those required for California residents under the California Consumer Privacy Act of 2018 (AB 375, California Civil Code Title 1.81.5, Section 1798.100 et seq.).


In particular, the GDPR provides the following rights (with some exceptions):

 
  • The right to be informed: you have the right to obtain clear, transparent and easily understandable information about how we use your personal data, and your rights. You will find all this information in this Policy;
  • The right of access: you have the right to access to the personal data Guerlain holds about you;
  • The right of rectification: you have the right to have your personal data rectified if it is incorrect or outdated and / or completed if it is incomplete;
  • The right to erasure / right to be forgotten: you have the right to have your personal data erased or deleted. Please note this is not an absolute right, as we may have legal or legitimate grounds for retaining your personal data;
  • The right to object: you have the right at any time to object to the processing of your data within the limits established by GDPR or law;
  • The right to withdraw consent at any time for data processing based on consent: You can withdraw your consent to our processing of your data when such processing is based on consent; and
  • The right to data portability: you have the right to move, copy or transfer data from our database to another. This only applies to data that you have provided, where processing is based on a contract or your consent, and the processing is carried out by automated means.

You are also entitled to determine your personal data protection guidelines and directives in the event of death or extern circumstances.


You also have the right to contact the data protection authority of your country in order to lodge a complaint against the data protection and privacy practices of Guerlain.


Please contact us at the contact details below to exercise these rights or if you have any questions or complaints regarding the processing of your personal data.


We may require proof of your identity and full details of your request before we process it.


California Residents


Guerlain does not ‘sell’ personal information as that term is defined under the California Consumer Privacy Act of 2018 (CCPA). As an added assurance to California residents who entrust their personal data to us, they may also sign up for a Do Not Sell My Information Log that we maintain. California Civil Code Section 1798.83 permits our visitors who are California residents to request information pertaining to the personal information that we hold about them, as well as the right to request a copy of their information, and the right to request deletion of their information. There are certain exceptions and limitations that apply. Please click here to view our CCPA Privacy Notice, which includes additional information as well as links to exercise those rights.

As also described in the CCPA Privacy Notice, California residents can also exercise these rights directly by emailing us at dpo@guerlain.fr and include “CCPA Rights” in the reference line, or by reaching out to us using the contact information listed in the Contact Us section below.


Nevada Residents


Guerlain does not ‘sell’ personal information as defined under Nevada’s consumer privacy law (SB 220). As an added assurance to individuals who entrust their personal data to us, they may sign up for a Do Not Sell My Information Log that we maintain. To do so, please email us at us dpo@guerlain.fr, and include the reference line “Nevada Do Not Sell”. We may contact you for additional information in order to process your request.

Guerlain complies with federal and applicable state requirements relating to the collection of personal information from minors for marketing-related purposes. This website is not intended for minors under the age of 13. Should we unintentionally collect information from a minor via this site, it will be irreversibly deleted once that error is identified.

 

For all questions relating to the collection and processing of your data by Guerlain, you can contact the Guerlain Data Protection Officer at dpo@guerlain.fr. You can also call our toll-free number at 1-855-634-6767, or write to us at customerservice@guerlain.com.


UPDATES TO THIS PRIVACY POLICY

Guerlain may update this Privacy Policy from time to time, such as in connection with new laws, requirements and regulator expectations as well as changes to our business. If we do, the protections and standards associated with your data will, at a minimum, be equivalent to those described here, and will never fall below those standards.



Updated July 2020