This is the privacy notice of Love by Clementine Limited. In this document, “we”, “our”, or “us” refer to Love by Clementine Limited.

Our registered company is located in Auckland, New Zealand.
This privacy notice aims to inform you about how we collect and handle any information that we collect on our website (www.lovebyclementine.co.nz) from you, or that you provide to us. It covers both information that could identify you (“personal information”) and information that could not.

We are extremely concerned to protect your privacy and confidentiality. We understand that all users of our website are quite rightly concerned to know that their data will not be used for any purpose unintended by them, and will not accidentally fall into the hands of a third party. Our policy is both specific and strict. It complies with New Zealand law [and with the laws of all jurisdictions of which we are aware]. If you think our policy falls short of your expectations or that we are failing to abide by our policy, contact us at support@lovebyclementine.co.nz.

We regret that if there are one or more points below with which you are not happy, your only recourse is to leave our website immediately. Except as set out below, we do not share, or sell, or disclose to a third party unless stated below, any personally identifiable information collected at our website.

Here is a list of the information we collect from you, either through our website or because you give it to us in some other way, and why it is necessary to collect it, along with our Terms of Service information.

Business and personal information

This includes basic identification and contact information, such as your name and contact details and also includes all information given to us in the course of your business and ours, such as information you give us in your capacity as our customer. We undertake to preserve the confidentiality of the information and of the terms of our relationship. It is not used for any other purpose. We expect you to reciprocate this policy.


This information is used:
To provide you with the services which you request;
To fulfill orders and process payment;
for verifying your identity for security purposes;

Website usage information
We may use software embedded in our website to collect information about pages you view and how you have reached them, what you do when you visit a page, the length of time you remain on the page, and how we perform in providing content to you. [We do not presently associate such information with an identifiable person; this information remains anonymous].

Financial information relating to your credit cards or debit cards
This information is never taken by us either through our website or otherwise. At the point of payment, you are transferred to a secure page on the website of Stripe or AfterPay or some other reputable payment service provider. That page may be dressed in our “livery”, but it is not controlled by us. Our staff and contractors never have access to it.

Pricing
The product prices listed on our website are in New Zealand dollars (NZD). Where prices are shown on our website this also includes GST. Love by Clementine does not adjust the prices of GST.

Love by Clementine has the right to alter or change the prices of the products displayed on our website at any time without notice.

Credit reference
To assist in combating fraud, we share information with credit reference agencies, so far as it relates to clients or customers who instruct their credit card issuer to cancel payment to us without having first provided an acceptable reason to us and given us the opportunity to refund their money. Love by Clementine has the right to cancel any payments or orders if we suspect any fraudulent activity.

Delivery
Love by Clementine offers postage throughout New Zealand. We carefully package each box with care to ensure it arrives up to our standards. Please note that our dried florals are a natural product, it is normal for fall out/shedding to occur during the shipping process. Please follow our care guide for more info. We will deliver the products ordered to the address provided in your order. If we specify a delivery date prior to the order, we will do our best to arrange and deliver the products to your desired address by that date. We rely on our postage company to also deliver to you on time, but it is not guaranteed after dispatch. Love by Clementine is not liable and is not responsible for lost or stolen parcels after being picked up by our postage company. All orders require a photo on delivery through the postage company. “Late delivery” does not entitle you to cancel or request a refund for any part of the order. For more information on our delivery process and pricing please see our “Delivery” page on our website. 

 

Refunds 

Love by Clementine does not offer refunds, returns, exchanges or change of mind after you have purchased from us. Please note, our arrangements are created with real preserved seasonal florals, there may be variations between the images we display on our website and your order. Certain aspects such as colour, shape and size may slightly differ. We endeavour to create our arrangements consistently. However, certain florals may be substituted with a similar product depending on seasonal availability. We will replace certain stems or flowers with an appropriate alternative that matches the colour scheme and idea of the arrangement if needed. 
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We take strong pride in the quality and care of our products. However, on the odd occasion your item arrives damaged or incorrect please send us an email including a photo of your concern along with your purchase order number. Once received, we will assess your concerns before offering a refund. To complete a refund, we require a receipt, purchase order or other proof of purchase. Refund enquiries are only eligible if the customer is able to supply us with this information and photo of the incorrect order/damage. Please note we are unable to refund shipping expenses at any stage. 

 

Contact us at: support@lovebyclementine.co.nz

Product Availability
We keep inventory records for our products on our website. If an item or product is out of stock we will display this on the product page. On the odd occurrence we are unable to display this in time and you purchase the product we will endeavor to contact you to make an appropriate substitution. If we fail to contact you, we will replace the item ordered with a suitable or similar item that is available at that time on the same dollar value. We are committed to keeping our products consistent but as our products are natural botanicals and foliage on the odd occasion we may have to substitute a particular stem or flower with another similar product, depending on seasonal availability. Some bouquets and arrangements may look  different to the photos displayed on our website. Natural products can differ slightly in colour, size, shape and layout.

Third party advertising
Third parties may advertise on our website. In doing so, those parties, their agents or other companies working for them may use technology that automatically collects your IP address when they send an advertisement that appears on our website to your browser. They may also use other technology such as cookies or JavaScript to personalise the content of, and to measure the performance of their adverts. We do not have control over these technologies or the data that these parties obtain. Accordingly, this privacy notice does not cover the information practices of these third parties.

Third party content
Our website is a publishing medium in that anyone may register and then publish information about himself or some other person. We do not moderate or control what is posted. If you complain about any of the content on our website, we shall investigate your complaint. If we feel it may be justified, we shall remove it while we investigate. Free speech is a fundamental right, so we have to make a judgment as to whose right will be obstructed: yours, or that of the person who posted the content which offends you. If we think, your complaint is vexatious or without any basis, we shall not correspond with you about it.


Information we obtain from third parties
Although we do not disclose your personal information to any third party (except as set out in this notice), we do receive data which is indirectly made up from your personal information, from software services such as Google Analytics and Wix. No such information is identifiable to you. You can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.

Content you provide to us with a view to be used by third party
If you provide information to us with a view to it being read, copied, downloaded, or used by other people, we accept no responsibility for what that third party may do with it. It is up to you to satisfy yourself about the privacy level of every person who might see your information. If it is available to the World, neither we nor you have any control whatsoever as to how it is used.

Cookies
Cookies are small text files that are placed on your computer's hard drive through your web browser when you visit any website. They are widely used to make websites work, or work more efficiently, as well as to provide information to the owners of the website.
Like all other users of cookies, we may request the return of information from your computer when your browser requests a web page from our server. Cookies enable our web server to identify you to us, and to track your actions and the pages you visit while you use our website. The cookies we use may last for a single visit to our website (they are deleted from your computer when you close your browser), or may remain on your computer until you delete them or until a defined period of time has passed.
Although your browser software enables you to disable cookies, we recommend that you allow the use of cookies in order to take advantage of the features of our website that rely on their use. If you prevent their use, you will not be able to use all the functionality of our website. Here are the ways we use cookies:
to record whether you have accepted the use of cookies on our website. This is solely to comply with the law. If you have chosen not to accept cookies, we will not use cookies for your visit, but unfortunately, our website will also not work well for you.
to allow essential parts of our website to operate for you.
to operate our content management system.
to operate the online notification form - the form that you use to contact us for any reason. This cookie is set on your arrival at our website and deleted when you close your browser.
to enhance security on our contact form. It is set for use only through the contact form. This cookie is deleted when you close your browser. To collect information about how visitors use our website. We use the information to improve your experience of our website and enable us to increase sales. This cookie collects information in an anonymous form, including the number of visitors to the website, where visitors have come to the website from, and the pages they visited. To record that a user has viewed a webcast. It collects information in an anonymous form. This cookie expires when you close your browser. To record your activity during a webcast. An example is as to whether you have asked a question or provided an opinion by ticking a box. This information is retained so that we can serve your information to you when you return to the website. This cookie will record an anonymous ID for each user, but it will not use the information for any other purpose.

Sending a message to our support system
When you send a message, we collect the data you have given to us in that message in order to obtain confirmation that you are entitled to receive the information and to provide to you the information you need. We record your request and our reply in order to increase the efficiency of our business. We do not keep any personally identifiable information associated with your message, such as your name or email address.

Complaints
When we receive a complaint, we record all the information you have given to us. We use that information to resolve your complaint. If your complaint reasonably requires us to contact some other person, we may decide to give to that other person some of the information contained in your complaint. We do this as infrequently as possible, but it is a matter for our sole discretion as to whether we do give information, and if we do, what that information is.
We may also compile statistics showing information obtained from this source to assess the level of service we provide, but not in a way that could identify you or any other person.


Affiliate information
This is information given to us by you in your capacity as an affiliate of us or a customer or client of ours. Such information is retained for business use only. We undertake to preserve the confidentiality of the information and of the terms of our relationship. It is not used for any other purpose. We expect any affiliate to agree to reciprocate this policy. As an exception to this, we have the right to disclose your first name and URL of your affiliate connection to other affiliates and to any other person or organisation, on and off the website. The reason is solely to enable us to mention winners and others whose performance as an affiliate is in some way outstanding.


Disclosure to Government and their agencies
We are subject to the law like everyone else. Love by Clementine is a registered New Zealand company operating under New Zealand law. We may be required to give information to legal authorities if they so request or if they have the proper authorisation such as a search warrant or court order.

Compliance with the law
This privacy policy has been compiled so as to comply with the law of every jurisdiction in New Zealand, in which we aim to do business. If you think it fails to meet New Zealand law, we would like to hear from you directly and attempt to resolve the dispute with us informally, but ultimately it is your choice as to whether you wish to use our website.

Review, update or remove personally identifiable information
At any time you may review, update or remove the personally identifiable information that we hold about you, by contacting us at support@lovebyclementine.co.nz. To better safeguard your information, we will also take reasonable steps to verify your identity before granting access or making corrections to your personal information.

 

Copyright
We respect the intellectual property of others and we expect that you acknowledge we remain the sole owner or licensee of all Intellectual Property rights of our products. You may not copy, alter, reproduce or publish any product or part of a product or our name and logo, product images and descriptions, site design, text, graphics, images and trademark without express written consent from Love by Clementine Ltd.

Data may be “processed” outside New Zealand
Our website is hosted in New Zealand. We also use outsourced services in countries outside New Zealand from time to time in other aspects of our business. Accordingly data obtained within New Zealand may be “processed” outside New Zealand and data obtained in any other country may be processed within or outside that country. Our website is powered by Wix, please see Wix privacy policy for more information https://www.wix.com/about/privacy. If you have any questions regarding the privacy policy, please contact us through the contact page or at support@lovebyclementine.co.nz.