Privacy policy

At Concept Palermo, we take the protection of your personal data very seriously. This Privacy Policy describes how we collect, use, store, and protect your information when you visit our website, use our services, or make a purchase.

This policy applies to all customers in our active markets: Italy, Denmark, Germany, Spain, Poland, the Netherlands, the Czech Republic, Finland, France, Romania, Ireland, and Sweden.

1. Collection of Personal Data

We collect certain personal information to offer you a safe, efficient, and personalized shopping experience.

Information Provided Directly by You

  • Contact details: name, address, email address, and phone number
  • Order information: billing and shipping address, payment details, and order history
  • Account information: username, password, and security settings
  • Customer support: information shared during communications with our support team

Information Collected Automatically

When you use our site, certain information may be collected automatically.

  • IP address, browser type, and operating system
  • Pages visited, time spent on the site, and interactions with the website

Information from Third Parties

We partner with reliable service providers who help us manage our online store.

  • Shopify: e-commerce platform used to manage the store
  • Payment providers: secure payment processing via Shopify Payments and connected providers

2. Use of Personal Data

We use your personal data exclusively in compliance with applicable data protection regulations.

  • Order management: processing payments, shipments, returns, and refunds
  • Customer service: assistance and support for inquiries or issues
  • Security: prevention of fraud, unauthorized access, or abuse
  • Marketing: sending offers and promotional communications where permitted by law

3. Cookies and Tracking Technologies

We use cookies and similar technologies to improve site functionality, analyze traffic, and personalize the user experience.

  • Cookie management: you can modify or disable cookies through your browser settings.
  • More information: see the Shopify Cookie Policy.

4. Sharing of Personal Data

We do not sell your personal data. Data may only be shared when necessary to provide our services or for legal obligations.

  • Service providers: logistics partners, payment services, and technical providers
  • Legal obligations: when required by law or competent authorities
  • Business operations: in the event of a merger, acquisition, or corporate reorganization

4bis. Tools and Service Providers We Use

To ensure the functioning of the store, customer support, and marketing activities, we collaborate with the following third-party service providers (processors under Art. 28 GDPR). For each provider, we indicate the data shared, the purpose, and the country of processing.

Platform and Infrastructure

  • Shopify Inc. / Shopify International Ltd. (Ireland): e-commerce platform — hosting, orders, payments, account data. Primary processing in the EU; EU/US transfers covered by SCCs and DPF.

Email Marketing and SMS

  • Klaviyo (Boston, USA): email marketing and SMS — email address, name, order history, browsing behavior. Legal basis: consent (Art. 6 GDPR). US transfer with DPF.
  • SMSGo: abandoned cart recovery via SMS — phone number. Legal basis: consent.

Customer Support

  • Help Scout (USA): support ticket management — email address, content of conversations. US transfer with DPF.
  • SmartBot: chatbot for the website — content of conversations.

Order Tracking

  • ParcelPanel: shipment tracking — order number, shipping address, email.
  • TrackiPal: carrier integration — shipping data.

Advertising and Analytics

  • Meta Platforms (Facebook / Instagram Pixel, USA): conversion tracking, retargeting — IP address, browsing behavior, purchase events. Legal basis: consent. US transfer with DPF.
  • Google Analytics (Google LLC, USA): web traffic analysis — anonymized IP, pages visited, session duration. Legal basis: consent.
  • Google Ads (Google LLC, USA): remarketing and ad conversion tracking — browsing behavior, purchase events. Legal basis: consent. US transfer with DPF.
  • Pinterest Tag (Pinterest Inc., USA): conversion tracking and retargeting — browsing behavior. Legal basis: consent. US transfer with DPF.

Post-Purchase and Optimization

  • Aftersell: post-purchase offers and upsells — order data.
  • wetracked.io: marketing attribution and performance analysis — anonymized events, campaign attribution.

Chargeback Management

  • Disputely: dispute management with payment providers — order data relevant to the dispute.

All US providers listed above are certified under the EU-US Data Privacy Framework (DPF), or transfers are covered by the Standard Contractual Clauses (SCCs) approved by the European Commission. You can withdraw your consent to marketing and cookies at any time via your browser settings or the cookie banner.

5. Your Rights

Under applicable regulations, you may have the following rights regarding your personal data:

  • Access: request a copy of your personal data
  • Correction: update or correct inaccurate data
  • Erasure: request the deletion of your personal data
  • Restriction: restrict or object to certain processing
  • Data portability: receive your personal data in a structured, readable format
  • Withdrawal of consent: unsubscribe from marketing communications at any time

To exercise your rights, contact us at info@conceptpalermo.com.

You also have the right to lodge a complaint with a supervisory authority, such as the Garante per la protezione dei dati personali in Italy (www.garanteprivacy.it) or the authority of your country of residence in the EU.

6. Security and Data Retention

We adopt appropriate technical and organizational measures to protect your personal data, including SSL encryption during transmission and restricted access protocols for our internal systems.

Data is retained for the following indicative periods:

  • Order and billing data: 10 years (Italian and EU tax obligation)
  • Marketing and newsletter data: until consent is withdrawn or a maximum of 24 months of inactivity
  • Browsing data and analytical cookies: maximum 14 months
  • Customer support data: 3 years from the closure of the request

7. International Data Transfers

Your data may be transferred or processed outside your country of residence, including the United States (for example, for Shopify, Google Analytics, or Meta services).

In such cases, we adopt appropriate measures provided for by the GDPR:

  • EU-US Data Privacy Framework (DPF): for DPF-certified US providers.
  • Standard Contractual Clauses (SCCs): approved by the European Commission, for other non-EU transfers.

More information: https://www.dataprivacyframework.gov/.

8. Children's Data

Our services are not intended for minors. We do not knowingly collect personal data from children under the age of 16.

9. Complaints

If you have questions or complaints regarding the processing of your personal data, please contact us at info@conceptpalermo.com.

You also have the right to lodge a complaint with the competent data protection authority in your country of residence:

10. Third-Party Links

Our site may contain links to third-party websites. We are not responsible for the privacy practices or content of such external sites.

11. Company Information

  • Store: Concept Palermo (LRS ECOM B.V.)
  • Email: info@conceptpalermo.com
  • Phone: +31 85 083 0017
  • Address: Paxtonstraat 3N, 8013 RP Zwolle, Netherlands

Customer service hours:
Monday - Friday 09:00 - 18:00 | Saturday and Sunday 10:00 - 17:00 (CET)

We strive to respond to all inquiries within one business day.

Have questions or need assistance?
Contact our support team here.