Privacy Policy

This Privacy Policy explains how Chan8e Limited collects, uses and protects your personal data when you visit www.chan8e.co.uk, place an order, contact us, use our services, or interact with us online.

We handle personal data in line with applicable UK data protection laws, including the UK General Data Protection Regulation, the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations.

1. Who We Are

Chan8e Limited is a company incorporated in England. We trade under the name Chan8e Eyewear.

2. Scope of This Policy

Chan8e Limited is based in the United Kingdom. At this stage, our online store is set up for UK orders and UK delivery addresses only.

Our website may be accessible from other countries, but we do not currently target or accept online orders for delivery outside the UK. If this changes, we will update this Privacy Policy and our terms.

3. Information We Collect

We collect information that helps us run our website, process orders, provide customer support and improve our service.

Information you give us

• Name
• Email address
• Phone number
• Billing address
• Delivery address
• Account login details
• Order details
• Payment confirmation details
• Prescription or lens information where needed for your order
• Messages you send to us
• Product reviews or feedback
• Marketing preferences

Information collected automatically

• IP address
• Browser type
• Device type
• Operating system
• Pages viewed on our website
• Time spent on the website
• Referring website or link
• Cookie and tracking preferences
• Approximate location based on your device or browser settings

Information from service providers

• Payment providers
• Delivery partners
• Ecommerce, checkout and website service providers
• Analytics providers
• Advertising platforms
• Review platforms
• Customer support tools
• Optical, lens or fulfilment partners where needed to complete your order

4. Prescription and Optical Information

If you order prescription eyewear or lenses from us, we may collect and process information relating to your prescription, pupillary distance, lens requirements, optical preferences, and any prescription document or image you choose to provide.

This information may be treated as health-related personal data and may require extra protection under data protection law.

We use prescription and optical information only where needed to:

• Process your order
• Prepare your lenses
• Provide customer support
• Check order accuracy
• Handle returns, replacements or quality issues
• Meet legal, accounting or regulatory obligations

Where required, we rely on your explicit consent to process prescription or health-related information. You may withdraw consent, but this may affect our ability to complete or support a prescription eyewear order.

5. Virtual Try-On Technology

We may use Fittingbox virtual try-on technology so you can see how selected eyewear may look using your device camera or an uploaded image.

The virtual try-on feature is optional. If you choose to use it, your device may ask for camera permission.

Fittingbox states that its Virtual Try-On technology is GDPR compliant and that users’ images are processed live for the duration of the try-on experience only. Fittingbox also states that it does not host, store, retain, disclose or process users’ images, personal data or biometric information in connection with the virtual try-on service.

If you save a screenshot or image from the virtual try-on experience, that image is stored on your own device and you are responsible for managing it.

Virtual try-on is provided as a visual guide only. It may not perfectly represent frame fit, size, colour, lens appearance or the final product result.

6. How We Use Your Information

We use your personal data to:

• Process and deliver your orders
• Manage payments, refunds and returns
• Prepare prescription eyewear where applicable
• Contact you about your order or enquiry
• Manage your account and preferences
• Provide customer support
• Improve our website, products and services
• Understand website performance
• Measure marketing effectiveness
• Send marketing communications where allowed
• Prevent fraud and protect our business
• Meet legal, tax, accounting and regulatory obligations

7. Our Legal Basis for Processing

We only use your personal data where we have a valid legal basis.

You can withdraw consent at any time by using our Cookie Settings panel, unsubscribing from marketing emails, or contacting us.

8. Marketing Communications

We may send marketing emails where you have given consent or where the law allows us to contact existing customers about similar products or services.

You can unsubscribe at any time using the unsubscribe link in our emails or by contacting us.

We may still send service messages about your order, delivery, account, returns, safety, legal updates or important business information. These are not marketing messages.

9. Cookies and Similar Technologies

We use cookies and similar technologies to operate our website, support checkout, improve performance, understand website usage, measure marketing effectiveness, and provide optional features such as virtual try-on.

Some cookies are essential for the website to function. These may support cart and checkout, payment processing, security, account login, order processing and basic website operation.

Non-essential cookies may include analytics cookies, advertising cookies, marketing pixels, functional cookies and personalisation tools.

Non-essential cookies are used only where permitted by law and, where required, after you have given consent.

You can accept, reject or manage your cookie choices through our Cookie Settings panel.

We use Consentmo to help us manage and record cookie preferences.

For more information, please see our Cookie Notice.

10. Sharing Your Information

We share personal data only where needed to run our business, provide our services, comply with the law, or protect our rights.

This may include sharing data with:

• Ecommerce platform, checkout and website service providers
• Payment providers
• Delivery and fulfilment partners
• Optical or lens fulfilment partners
• Virtual try-on technology providers such as Fittingbox
• Analytics providers
• Advertising platforms
• Email marketing providers
• Customer support tools
• Review platforms
• IT, hosting and security providers
• Accountants, insurers, legal advisers and professional advisers
• Regulators, law enforcement, tax authorities or other authorities where required by law

We do not sell or rent your personal data to third parties.

11. Payments

Payments are processed by secure third-party payment and checkout service providers.

We do not store full payment card details on our own systems.

Your payment provider may process your payment information in line with its own privacy policy and security requirements.

12. International Data Transfers

Some of our service providers may process personal data outside the UK.

Where this happens, we use appropriate safeguards where required, such as adequacy decisions, Standard Contractual Clauses, the UK International Data Transfer Agreement, or other lawful transfer mechanisms.

13. Data Retention

We keep personal data only for as long as necessary for the reason it was collected. We may also keep data where needed for legal, tax, accounting, warranty, customer service, fraud prevention, dispute-resolution or regulatory reasons.

When personal data is no longer needed, we securely delete it or anonymise it.

14. Your Rights

Under data protection law, you may have the right to:

• Access the personal data we hold about you
• Ask us to correct inaccurate or incomplete data
• Ask us to delete your data
• Ask us to restrict how we use your data
• Object to certain processing
• Receive a copy of your data in a portable format
• Withdraw consent where processing is based on consent

You can exercise your rights by contacting dataprotection@chan8e.co.uk .

We may need to verify your identity before responding to a request.

15. Your Right to Object

You have the right to object to certain uses of your personal data, including processing based on legitimate interests and direct marketing.

You can object to direct marketing at any time by using the unsubscribe link in our emails or by contacting us.

16. Complaints

If you have concerns about how we handle your personal data, please contact us first so we can try to resolve the issue.

Email: dataprotection@chan8e.co.uk

You also have the right to complain to the UK Information Commissioner’s Office.

ICO website: www.ico.org.uk

17. Security

We take reasonable steps to protect your personal data against loss, misuse, unauthorised access, disclosure, alteration or destruction.

No website or online service can be guaranteed to be completely secure. You are responsible for keeping your account login details safe and confidential.

18. Children

Our website is not intended for children. We do not knowingly collect personal data from children.

If you believe a child has provided personal data to us, please contact us and we will take appropriate action.

19. Third-Party Links

Our website may contain links to third-party websites, apps or services. We are not responsible for the privacy practices, content or security of third-party websites.

You should read the privacy policy of any third-party website or service you use.

20. Updates to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, technology, our services, or our business practices.

Any updates will appear on this page with a new “Last updated” date.

21. Contact Us

For privacy questions or to exercise your rights, please contact: