Customer data

Data processed: Title, surname, first name, date of birth, email, telephone number, children's title (optional), children's surname and first name (optional), children's date of birth (optional), IP address, mobile operating system, type of device used. The password is encrypted in the database.

Purpose: To provide you with the services, benefits and tailored experiences included with our customer account (including, if you wish, by providing data about your children). To maintain your member profile, from secure login to updating your data, including order history and membership status. To inform you of updates and important changes to your membership status or to the terms of your membership. To detect and deal with breaches of our general terms and conditions or fraudulent behaviour.

Legal basis: The processing of your personal data to create and manage your customer account and to provide you with the personalised services included in membership is necessary to perform the membership contract. For any optional data, the processing is based on your consent to provide us with this data so that your customer account can be managed in a personalised way.

Retention period: The data is retained for 3 years after the last contact with Kiabi, for example: the last purchase, the last login or the opening of a link contained in a newsletter.

Login via social networks: You can create an account using your social network data or log in via accounts created on social networks. In such a case, Kiabi does not have access to your social network data. You can deactivate automatic authentication via your Kiabi account at any time.

Data recipients: Internal: Kiabi's internal departments, such as the web and IT department, the marketing department and customer service. External: Your data is transmitted to processors, in particular for data hosting. (See the "Our use" section for more information.)

Location of processing: The data is stored in the European Union and we implement all technical and organisational measures to protect it.

Data processed: Title, surname, first name, date of birth, email, telephone number, postal address, IP address, mobile operating system, type of device used, loyalty card number, content of customer purchases.

Purpose: To process your orders or service requests and manage payment operations. To manage your deliveries, complaints, return requests and secure refunds. To contact you if necessary and provide you with information on the status of your order and other essential updates.

Legal basis: We process your personal data necessary for the performance of an online sales contract concluded between you (the buyer) and us (the seller).

Retention period: The data is retained for 3 years after the last contact with Kiabi, for example: the last purchase, the last login or the opening of a link contained in a newsletter. In accordance with our legal obligations, invoices and information relating to your orders are kept for 5 years after your order.

Data recipients: Internal: customer service, the marketing department, the web and IT departments, store teams (if the order is collected in store) and logistics teams. External: The data is transmitted to processors, in particular for data hosting, and to partners for delivery (see the "Our use" section for more information).

Location of processing: The data is stored in the European Union and we implement all technical and organisational measures to protect it.

Data processed: Surname, first name, email, telephone number, postal address, bank card number, IP address, operating system, type of device used.

Purpose: To enable the secure processing of your transactions, the invoicing of your orders and compliance with our legal obligations, with a view to offering you a reliable, high-quality service.

Legal basis: We process your personal data necessary for the performance of a sales contract concluded between you (the buyer) and us (the seller).

Retention period: The data (other than your banking information) is retained for 3 years after the last contact with Kiabi, for example: the last purchase, the last login or the opening of a link contained in a newsletter. Banking information is retained for 13 months by our payment service provider.

Data recipients: Internal: Kiabi customer service. External: Our payment service provider.

Kiabi does not have access to your banking information. This data is processed and stored by our partner, which complies with PCI DSS standards.

Location of processing: The data is stored in the European Union and we ensure that all technical and organisational measures are implemented to protect it.

Data processed: Title, surname, first name, date of birth, children's first name and age, receipt content (items and quantities purchased, purchase date), card creation date, number of points, electronic signature.

Purpose: To provide you with the services, benefits and tailored experiences included in our loyalty programme. To inform you of your rewards and benefits related to your membership, such as offers, promotions and recommendations, services, events and much more, organised by us or our partner companies. To maintain your profile, from secure login to updating your data, including order history and your membership status in our loyalty programme. To inform you of updates and important changes to your membership status or to the terms of your membership. To detect and deal with breaches of our loyalty programme terms and conditions or fraudulent behaviour.

Legal basis: We process your personal data necessary to provide you with the personalised services included in membership of our loyalty programme. The processing of your personal data is used to provide you with member-only offers, trend alerts, rewards, purchase or birthday vouchers and special invitations to sales and events.

Retention period: The data is retained for 3 years after the last contact with Kiabi, for example: the last purchase, the last login or the opening of a link contained in a newsletter.

Data recipients: Kiabi's internal departments, such as customer service, the marketing department, the web and IT department and store teams.

Location of processing: The data is stored in the European Union and we implement all technical and organisational measures to protect it.

Please refer to section no. 5:
cookies

Data processed: Surname, first name, email, telephone number, opt-in / opt-out, date of consent, source of collection, tracking of email opens, tracking of clicks on links contained in offers, web pages visited after clicking the link contained in the email, sending frequency, purchasing preferences, abandoned basket for follow-up (only if cookies have been accepted, see section no. 5 "Cookies and trackers").

Purpose: To generate and send marketing content, such as newsletters, including style and purchasing recommendations or commercial offers.

Location of processing: The data is stored in the European Union and we implement all technical and organisational measures to protect it.

Retention period: The data is retained for 3 years after the last contact with Kiabi, for example: the last purchase, the last login or the opening of a link contained in a newsletter.

Data recipients: Internal: the marketing department. External: Your data is transmitted to our processors, in particular to manage the sending of emails and SMS messages. (See the "Our use" section for more information.)

Data processed: Title, surname, first name, date of birth, email, telephone number, photo (if casting), KIABI Newsletter opt-in or opt-in to the named prize draw partner, and prize.

Purpose: To administer the competitions and ensure follow-up, in particular to confirm participation, contact winners, deliver prizes and track their delivery, contact you to provide relevant information about the competitions and give you access to the place where they are organised.

Location of processing: The data is stored in the European Union and we implement all technical and organisational measures to protect it.

Retention period: The data is retained for 3 years after the last contact with Kiabi, for example: the last purchase, the last login or the opening of a link contained in a newsletter. If this is a photo casting competition, participants' photos are kept for 3 months from the end of the competition, while winners' photos are kept for 3 years after the end of the competition.

Data recipients: Internal: the marketing department. External: Your data is transmitted to the processor managing the prize draw. Your data may also be transmitted to the prize draw partner expressly mentioned, provided that you have given us your consent.

Data processed: Title, surname, first name, date of birth, email, telephone number, newsletter opt-in, SMS opt-in, date of consent, advertising partner at the origin of the collection, tracking of email opens, tracking of clicks on links contained in offers, web pages visited after clicking the link contained in the email, sending frequency.

Purpose: To generate and send marketing content, such as newsletters, including style and purchasing recommendations.

Location of processing: The data is stored in the European Union and we implement all technical and organisational measures to protect it.

Retention period: The data is retained for 3 years after the last contact with Kiabi, for example: the last purchase, the last login or the opening of a link contained in a newsletter.

Data recipients: Kiabi's internal departments, such as customer service and the marketing department.

KIABI may use data concerning you in order to personalise the advertising shown to you on its website or on external websites (for example on social networks), on behalf of third-party advertisers, provided that you have consented to advertising cookies. No personal data is transmitted to the advertisers concerned. The purpose of such processing by Kiabi is to improve its customer knowledge in order to establish a profile about you and thus personalise advertising through the combination of your browsing data and the data you provide when interacting with KIABI (you may object to this data processing by sending us an email at dataprotectionofficer@kiabi.com)

Data processed: Title, surname, first name, date of birth, email, telephone number, newsletter opt-in, SMS opt-in, date of consent, any data collected during satisfaction surveys.

Purpose: The information collected during our satisfaction surveys enables us to better understand your experience and continuously improve the quality of our services in order to meet your expectations as effectively as possible.

Legal basis: This collection is based on our legitimate interest in assessing customer satisfaction and improving our services, while respecting your rights and protecting your personal data.

Retention period: The retention period for data collected during a satisfaction survey following a purchase made in store or on the web is 90 days from the date of collection. The retention period for data collected when you post a product review on the web is 3 years.

Data recipients: Internal: Kiabi's marketing department. External: Your data is transmitted to our processors, in particular for the management of review collection tools. (See the "Our use" section for more information.)

Location of processing: Your data may be transferred to the United States or to other countries. Appropriate safeguards for the transfer are put in place in accordance with Swiss data protection regulations. Accordingly, Kiabi uses processors certified as complying with the principles of the Switzerland-U.S. data protection framework.

Data processed: Images of persons, the date, time and place where the images were collected.

Legal basis: This processing is based on our legitimate interest in ensuring the security of persons, property and premises.

Location of processing: The data is stored in Switzerland and we implement all technical and organisational measures to protect it.

Retention period: The images are retained for 1 month from the date they are recorded.

Data recipients: Internal: authorised store staff. External: Our service provider responsible for store security (see the "Our use" section for more information). The data may also be transmitted to the authorities in the context of legal proceedings.

Data processed: Email, date of entry in the file, order date, transaction number, transaction amount, payment method used, delivery department of the order, customer ID, customer IP.

Purpose: to secure payments made on our website, prevent fraud attempts and unpaid debts, protect our customers against unauthorised use of their means of payment, and ensure the proper functioning and reliability of our services.

Legal basis: This processing is based on our legitimate interest in preventing unpaid debts and fraud, ensuring the security of transactions and guaranteeing the proper functioning of our services, while respecting your rights and informing you in advance if a measure concerning you is taken, in particular before any registration on a list of customers with a proven unpaid debt.

Retention period: If you are registered on this list, the data is kept for 2 years. The data is deleted 48 hours after the unpaid debt has been settled.

Data recipients: The internal payment management and treasury departments, and our external payment service provider.

Location of processing: The data is stored in the European Union and we implement all technical and organisational measures to protect it.

Data processed: Surname, first name, email, telephone number, as well as your account data and purchase history; exchanged emails, and the verbatim collected during email exchanges.

Purpose: To respond to your requests, provide technical assistance and handle complaints and questions relating to warranties, and also to improve the customer experience.

Legal basis: We process your personal data necessary for the performance of a sales contract between you (the buyer) and us (the seller) and the warranties resulting from it.

Retention period: The data is retained for 3 years after the last contact with Kiabi, for example: the last purchase, the last login or the opening of a link contained in a newsletter.

Data recipients: Internal: customer service and the department concerned by the complaint. External: Your data is transmitted to our processors, in particular for customer relationship management. (See the "Our use" section for more information.)

Location of processing: The data is stored in the European Union and we implement all technical and organisational measures to protect it.

This processing is intended to improve and personalise the communication sent to you as well as improve the customer journey. We analyse your purchasing preferences in order to offer you a personalised experience when you visit the Kiabi website or to send you personalised emails (provided that you have consented to receiving our newsletters).

Data processed: Surname, first name, email, telephone number, customer account data, purchase history in store and/or online, segmentation based on past purchases, and customer journeys (e.g. an interest in baby purchases or in "fashion" purchases).

Purpose: To generate and send marketing content, such as newsletters, including style and purchasing recommendations, push notifications and marketing surveys through several communication channels. To provide you with personalised online content, in particular by sending you advertising. To ensure that the direct marketing communications we send you are effective and consistent with your preferences.

Legal basis: When we send you direct marketing content, we rely on your consent to receive personalised newsletters and SMS messages. In addition, the use of cookies or similar tracking technologies on your browser/device is based on your consent collected through a cookie banner. For the remainder, the processing of your personal data is based on our legitimate interest as a business.

Retention period: The data is retained for 3 years after the last contact with Kiabi, for example: the last purchase, the last login or the opening of a link contained in a newsletter.

Data recipients: Internal: customer service, the marketing department.

Location of processing: The data is stored in the European Union and we implement all technical and organisational measures to protect it.

Data processed: Surname, first name, email address and, where applicable, proof of identity

Retention period: 1 year from the response to the exercise of the right.

Location of processing: The data is stored in the European Union and we implement all technical and organisational measures to protect it.

Data recipients: Data Protection Officer, person originating the request.

We may transmit your data to processors in order to provide the services offered. In such a case, Kiabi remains responsible for the use made of your data by the processors and ensures that they comply with the applicable standards. In particular, Kiabi makes every effort to ensure their compliance with security standards.

By way of example, below is a non-exhaustive list of categories of processors with whom we work:
IT and technical processors (maintenance, website hosting, etc.).
Processors in charge of customer relations (call centres, product reviews, etc.)
Marketing processors (management of prize draws, sending of newsletters, etc.).
Support and advisory processors (agencies, etc.).

Kiabi may transmit your data to partners in the following cases:
In the course of our business, in order to ensure the best services for you, such as product delivery, payment of orders, etc.
Where requested by a competent administrative or judicial authority.

When Kiabi transmits your data to partners, and where possible, it ensures that they comply with commitments that are as stringent as those it imposes on itself.

You may receive Kiabi offers (promotions, private sales, competitions, etc.) by email and/or SMS. We will always ask for your consent before registering you to receive these offers. You may withdraw your consent at any time:
By clicking on the link in the footer of the email "To unsubscribe, click here." or of the SMS.
By contacting customer service at contactks@kiabi.com.
By contacting a sales adviser in store.

You may also receive satisfaction surveys by email following your purchases in store or online. You may object to the sending of these surveys by clicking on the link in the footer of the email or by sending an email with the words "Stop satisfaction surveys" to our DPO at dataprotectionofficer@kiabi.com.

Subject to your consent, Kiabi works with the following advertising partners to provide you with offers and advertisements tailored to your interests on social networks:
• Meta
• Google
• Bing (Microsoft advertising)
• Pinterest
• Snapchat
• TikTok
• RTB House

You may be shown targeted advertising on social networks. Kiabi uses a service that makes it possible to target certain audiences according to predefined themes and according to users' activity on social networks. For example, Kiabi may ask Facebook to show an advertisement about its women's offer to all Facebook users who like women's fashion (for example, who have liked the page of a women's fashion brand). You may object to receiving this type of advertising by going to your profile on the relevant social networks (Facebook / Instagram / TikTok / Google, etc.)

Kiabi also uses a service offered by social networks such as Facebook and Google, enabling Kiabi advertisements to be shown on the social network to a population of persons determined according to activity criteria at Kiabi. For example, Kiabi could ask Facebook to show advertisements to its customers who have bought from the women's department in the last 3 months. For this purpose, Kiabi transmits your email address or telephone number to the social network in pseudonymised form (a string of code), and the social network checks whether it also holds this same string of code via a matching key. If the code strings match, you will see this advertisement. Conversely, if the social network does not detect a match, you will not see this advertisement. The social network will not be able to obtain your email address or telephone number through this process. Kiabi does not transfer your identifying data to the social network. You may exercise your right to object to being included in these custom audiences at the following address:
dataprotectionofficer@kiabi.com.