Privacy policy

Last updated: 26 August 2026

HEM France operates this store and website, including all related information, content, features, tools, products and services, to provide you, as a customer, with a personalised shopping experience (the “Services”). The HEM France store is powered by Shopify, which enables us to provide you with the Services. This Privacy Policy describes how we collect, use and disclose your personal information when you access or use the Services, make a purchase or other transaction, or otherwise communicate with us. If there is any conflict between our Terms of Service and this Privacy Policy, this Privacy Policy prevails with respect to the collection, processing and disclosure of your personal information.

Please read this Privacy Policy carefully. By accessing and using our Services, you acknowledge that you have read this Privacy Policy and understand how your information is collected, used and disclosed as described in it.

Personal information we collect or process

When we use the term “personal information”, we mean information that identifies you or can reasonably be linked to you or another person. Personal information does not include information collected anonymously or made unidentifiable so that it cannot identify you or reasonably be linked to you. We may collect or process the following categories of personal information, including inferences drawn from that information, depending on how you interact with the Services, where you live, and to the extent permitted or required by applicable law:

Contact details including your name, address, billing address, shipping address, telephone number and email address.
Financial information including credit card, debit card and bank account numbers, payment card information, bank account information, transaction details, payment method, payment confirmation and other payment details.
Account information including your username, password, security questions, preferences and settings.
Transaction information including items you view, place in your basket, add to your wish list, purchase, return, exchange or cancel, as well as your past transactions.
Your communications with us including information you include in your communications with us, for example when you send an enquiry to customer service.
Device information including information about your device, browser or network connection, your IP address and other unique identifiers.
Usage information including information about your interaction with the Services, including how and when you access or interact with the Services.

Sources of personal information

We may collect personal information from the following sources:

Directly from you including when you create an account, access or use the Services, communicate with us, or otherwise provide us with your personal information;
Automatically through the Services including from your device when you use our products or services or access our websites, and through the use of cookies and similar technologies;
From our service providers including when we engage them to implement certain technologies and when they collect or process your personal information on our behalf;
From our partners or other third parties.

How we use your personal information

Depending on how you interact with us or the Services you use, we may use your personal information for the following purposes:

Provide, customise and improve the Services. We use your personal information to provide the Services, including to fulfil our contract with you, process your payments and orders, remember your preferences and items of interest, send you account-related notifications, process purchases, returns, exchanges or other transactions, create, maintain and otherwise manage your account, arrange shipping, facilitate any returns and exchanges, enable you to post reviews, and create a personalised shopping experience, for example by recommending products related to your purchases. This may include using your personal information to tailor and improve the Services in more relevant ways.
Marketing and advertising. We use your personal information for marketing and promotional purposes, for example to send you marketing, advertising and promotional communications by email, SMS or post, and to show you online advertisements for products or services on the Services or on other websites, including based on items you have previously purchased or added to your basket, as well as your other activities on the Services.
- Email tracking and statistics: As part of our B2B communications, we use tracking technologies (such as tracking pixels or web beacons) embedded in our emails. These tools allow us to determine whether an email has been opened and which links have been clicked, in order to measure the effectiveness of our campaigns and offer you more relevant professional offers. In accordance with CNIL recommendations, you may object to this tracking at any time. To do so, you may use the unsubscribe link at the bottom of each of our marketing emails, or configure your email software to block the automatic downloading of images.
Security and fraud prevention. We use your personal information to authenticate your account, provide a secure payment and shopping experience, detect, investigate or respond to fraudulent, illegal, dangerous or malicious activity, protect public safety and secure our Services. If you choose to use the Services and create an account, you are responsible for keeping your account credentials confidential. We strongly recommend that you do not share your username, password or any other access credentials with anyone.
Communicating with you. We use your personal information to provide customer service, respond to your requests, provide effective services and maintain our business relationship with you.
Legal reasons. We use your personal information to comply with applicable law or respond to valid legal processes, including requests from law enforcement or government agencies; to investigate or participate in civil discovery proceedings, potential or ongoing litigation, or other legal proceedings; and to enforce our terms or policies or investigate possible violations of them.

How we disclose personal information

In certain circumstances, we may disclose your personal information to third parties for legitimate reasons, in accordance with this Privacy Policy. These circumstances may include:

With Shopify, service providers and other third parties that provide services on our behalf (for example, IT management, payment processing, data analytics, customer service, cloud storage, order processing and shipping).
With business and marketing partners to provide you with marketing services and send you advertisements. For example, we use Shopify to support personalised advertising through third-party services, based on your online activity across different merchants and websites. Our business and marketing partners will use your information in accordance with their own privacy notices. Depending on where you live, you may have the right to ask us not to share information about you for the purpose of showing you advertisements and targeted marketing content based on your online activity across different merchants and websites.
When you instruct us, make a request or otherwise consent to the disclosure of certain information to third parties, for example to ship products to you or through your use of social media widgets or login integrations.
With our affiliates or more generally within our group of companies.
In connection with a business transaction such as a merger or bankruptcy filing, to comply with any applicable legal obligation (including in response to subpoenas, search warrants or similar requests), to enforce applicable terms of service or policies, and to protect or defend the Services, our rights and the rights of our users or third parties.

Relationship with Shopify

The Services are hosted by Shopify, which collects and processes personal information about your access to and use of the Services to provide and improve them. Information you submit to the Services will be transmitted to and shared with Shopify and third parties that may be located in countries other than the one in which you reside, to provide and improve the Services. In addition, to protect, develop and improve our business, we use certain enhanced Shopify features that incorporate data and information from your interactions with our Store, other merchants and Shopify. To provide these enhanced features, Shopify may use personal information collected from your interactions with our store, other merchants and Shopify. In these circumstances, Shopify is responsible for processing your personal information, including responding to requests to exercise your rights concerning the use of your personal information for these purposes. To learn more about Shopify’s use of your personal information and your rights, you can consult Shopify’s Consumer Privacy Policy. Depending on where you live, you may be able to exercise certain rights relating to your personal information through Shopify’s privacy portal.

Third-party websites and links

The Services may contain links to websites or other online platforms operated by third parties. If you follow links to sites that are not affiliated with us or that we do not control, we recommend reviewing their privacy and security policies and other terms of use. We do not guarantee, and are not responsible for, the privacy or security of those sites, including the accuracy, completeness or reliability of the information on them. Information you provide in public or semi-public spaces, including information you share on third-party social media platforms, may also be visible to other users of the Services and/or users of those third-party platforms, without restrictions on its use by us or a third party. Our inclusion of these links does not in itself imply any endorsement of the content of those platforms or their owners or operators, unless otherwise stated in the Services.

Children's data

The Services are not intended for use by children, and we do not knowingly collect personal information about children who have not reached the age of majority in your jurisdiction. If you are the parent or guardian of a child who has provided us with their personal information, you can contact us using the details below to request its deletion. As of the effective date of this Privacy Policy, we are not aware that we “share” or “sell” (as those terms are defined under applicable law) personal information about individuals under the age of 16.

Security and retention of your information

Please note that no security measure is perfect or infallible, and we cannot guarantee “perfect security”. In addition, any information you send us may not be secure during transmission. We recommend that you do not use unsecured channels to send us sensitive or confidential information. How long we retain your personal information depends on various factors, including whether we need to retain it to manage your account, provide you with the Services, comply with our legal obligations, resolve disputes or enforce any other applicable agreement or policy.

Your rights and choices

Depending on where you live, you may have some or all of the rights listed below concerning your personal information. However, these rights are not absolute, may apply only in certain circumstances and, in some cases, we may refuse your request where permitted by law.

Right of access/right to information. You may have the right to request access to the personal information we hold about you.
Right to erasure. You may have the right to request deletion of the personal information we hold about you.
Right to rectification. You may have the right to request correction of inaccurate personal information we hold about you.
Right to data portability. You may have the right to receive a copy of the personal information we hold about you and request its transfer to a third party, in certain circumstances and subject to certain exceptions.
Managing preferences and B2B marketing: As HEM France operates exclusively with business customers (B2B), we may use your business email address to send you offers related to your business, on the basis of our legitimate interest. You nevertheless retain the absolute right to object at any time. You can choose to stop receiving our promotional communications by using the unsubscribe option included in each email. If you unsubscribe, we may still send you non-promotional emails, for example about your account or orders you have placed.

If you reside in the United Kingdom or the European Economic Area, and subject to the exceptions and limitations provided by local law, you may exercise the following rights in addition to those listed above:

Objection to processing and restriction of processing: You may have the right to ask us to stop or restrict the processing of your personal information for certain purposes.
Withdrawal of consent: Where we rely on your consent to process your personal information, you have the right to withdraw that consent. If you withdraw your consent, the lawfulness of processing based on your consent before its withdrawal will not be affected.

You can exercise these rights through the options provided in the Services or by contacting us using the details below. To learn more about Shopify’s use of your personal information and the rights you may have, including rights relating to data processed by Shopify, you can visit https://privacy.shopify.com/fr. We will not penalise you for exercising any of these rights. We may need to verify your identity before processing your requests, to the extent required or permitted by applicable law. In accordance with applicable law, you may appoint an authorised representative to request to exercise your rights on your behalf. Before accepting such a request from a representative, we will require them to provide proof that you have authorised them to act on your behalf, and we may ask you to verify your identity directly with us. We will respond to your request within the time limits set by applicable law.

Complaints

If you wish to lodge a complaint about our processing of your personal information, please contact us using the details below. Depending on where you live, you may have the right to challenge our decision by contacting us using the details below or to lodge a complaint with the relevant data protection authority in your region. For the EEA, you can find a list of the supervisory authorities responsible for data protection here.

International transfers

Please note that we may transfer, store and process your personal information outside the country in which you live. If we transfer your personal information outside the European Economic Area or the United Kingdom, we will rely on recognised transfer mechanisms, such as the European Commission’s Standard Contractual Clauses or, where applicable, an equivalent agreement issued by the relevant UK authority, unless the data is transferred to a country recognised as providing an adequate level of protection.

Changes to this Privacy Policy

We may update this Privacy Policy at any time, including to reflect changes to our practices or for other operational, legal or regulatory reasons. We will post the revised Privacy Policy on this website, update the “Last updated” date and provide notice in accordance with applicable law.

Contact

If you have questions about our privacy practices or this Privacy Policy, or wish to exercise any of your rights, please call us on +33 4 84 25 59 60, email us at contact@hemfrance.com or write to us at HEM, 27 Boulevard d'arras, 13004 Marseille, France. For the purposes of applicable data protection law, we are the controller of your personal information.