Privacy Policy
Last updated: 2026-05-13
This Privacy Policy explains how Marlow London ("we," "our," or "us") collects, uses, and protects your personal information when you visit our website or purchase from us.
By using our website at marlow-london.com or purchasing from us, you agree to the practices described in this Privacy Policy.
The data controller responsible for your personal data is Reinier Benjamin Savelsberg, operating Marlow London as a sole proprietorship in the Netherlands. Full identification and contact details are provided at the end of this document (see "Who We Are" and "Contact Us").
1. What Information We Collect
We only collect information necessary to fulfill your order and operate our business.
Information you provide directly:
- Full name
- Email address
- Phone number (if provided)
- Shipping address
- Billing address
- Order history and product preferences
- Customer service communications (emails, messages, returns requests)
Information collected automatically when you visit our website:
- IP address (used to estimate location and detect fraud)
- Browser type, language, operating system, and device information
- Pages visited, time spent on each page, referral source
- Cookies and similar tracking technologies (see Section 8)
Payment information:
We do not store full credit card or bank account details on our servers. All payment processing is handled by our PCI-DSS-compliant payment service providers (currently Pay.nl, with additional providers added as applicable). We receive only a transaction reference, payment method type, and the last four digits of the card for record-keeping.
2. How We Use Your Information
We use the information we collect for the following purposes:
- Order fulfillment — processing your payment, preparing and shipping your order, sending order confirmations and tracking updates.
- Customer service — responding to your questions, processing returns and refunds, handling complaints.
- Account management — if you create an account on our website.
- Fraud prevention — verifying the legitimacy of orders, detecting and preventing chargeback fraud.
- Marketing communications — only with your explicit opt-in consent (newsletter, promotions, product launches). You can unsubscribe at any time using the link in every marketing email.
- Website improvement — analyzing aggregated, anonymized usage data to improve our products, site performance, and user experience.
- Legal compliance — meeting our obligations under EU consumer protection law, GDPR, Dutch tax law (7-year transaction retention), and other applicable regulations.
We do not sell your personal information to third parties.
3. Legal Basis for Processing (GDPR)
Under the EU General Data Protection Regulation (GDPR), we process your personal data on the following legal bases:
- Performance of a contract — processing and shipping your order, providing customer service, handling returns.
- Consent — marketing communications and non-essential cookies. You may withdraw consent at any time.
- Legitimate interests — fraud prevention, website security, product improvement, business analytics.
- Legal obligation — retaining transaction records for tax purposes (7 years under Dutch law), responding to lawful authority requests.
4. Who We Share Your Information With
We share your personal information only with parties necessary to operate our business:
- Payment processors — Pay.nl and any backup payment providers, to process card and bank-transfer transactions.
- Shipping carriers — DHL, PostNL, DPD, FedEx, or local carriers in your country, to deliver your order and provide tracking.
- Fulfillment partners and suppliers — including our manufacturing partners (some located outside the EU/EEA, including China) and EU-based fulfillment warehouses where applicable, strictly for the purpose of preparing and shipping your order.
- Email and customer service platforms — to send transactional emails and operate our customer support system.
- Analytics providers — such as Google Analytics, in aggregated/anonymized form.
- Marketing platforms — such as Meta (Facebook/Instagram) and Google Ads, only with your explicit opt-in consent.
- Legal and regulatory authorities — when required by law, court order, or to protect our legal rights or the rights of others.
All third-party processors are bound by Data Processing Agreements consistent with GDPR requirements.
5. International Data Transfers
Some of our service providers — particularly shipping carriers and certain analytics and marketing platforms — may be located outside the European Economic Area (EEA), including in the United States and China.
When personal data is transferred outside the EEA, we ensure appropriate safeguards under GDPR Articles 44–49:
- The recipient country has an EU adequacy decision, or
- We rely on Standard Contractual Clauses (SCCs) approved by the European Commission, or
- The recipient is certified under the EU-U.S. Data Privacy Framework (DPF), where applicable.
For shipments fulfilled from our supplier network outside the EEA, we share only the minimum data required for shipping (name, shipping address, contact info, product details).
6. How Long We Keep Your Information
- Order and transaction records: 7 years (legal requirement under Dutch tax law)
- Customer service communications: 3 years after last contact
- Marketing consent and unsubscribe records: until consent is withdrawn + 1 year
- Account information (if you have an account): until you delete your account + 30 days
- Website analytics (anonymized): 26 months
- Returns and refunds documentation: 7 years (tax law)
- Cookies: see Section 8
After these periods, your information is either deleted or anonymized so it can no longer be linked to you.
7. Your Rights Under GDPR
If you are located in the EU/EEA, you have the following rights:
- Right of access — request a copy of the personal data we hold about you.
- Right to rectification — correct inaccurate or incomplete data.
- Right to erasure ("right to be forgotten") — request deletion, subject to our legal retention obligations.
- Right to restriction — request that we limit how we process your data.
- Right to data portability — receive your data in a structured, machine-readable format.
- Right to object — object to processing based on legitimate interests, including direct marketing.
- Right to withdraw consent — at any time, where processing is based on consent.
- Right to lodge a complaint — with the Dutch Data Protection Authority (Autoriteit Persoonsgegevens — https://autoriteitpersoonsgegevens.nl) or your local supervisory authority.
To exercise any of these rights, email support@marlow-london.com. We will respond within one month.
Irish customers:
If you are located in Ireland, you may also contact the Irish Data Protection Commission (DPC) at https://www.dataprotection.ie
UK customers:
If you are located in the United Kingdom, you may also contact the Information Commissioner's Office (ICO) at https://ico.org.uk
8. Cookies and Tracking Technologies
We use cookies and similar technologies on our website. Cookies are small text files stored on your device that help our website recognize you and improve your experience.
Categories of cookies we use:
- Strictly necessary cookies — required for the website to function (shopping cart, checkout, login state, security). Always active.
- Functional cookies — remember preferences like language, region, currency. Only active with consent.
- Analytics cookies — help us understand how visitors use our site (e.g., Google Analytics). Only with consent.
- Marketing cookies — personalize ads on other platforms (e.g., Meta Pixel, Google Ads). Only with consent.
You can manage cookie preferences via the cookie banner on first visit, or by clearing cookies in your browser settings. Disabling non-essential cookies will not prevent you from using our website but may affect personalization.
9. Marketing Communications
We only send marketing emails (newsletters, promotions, new product announcements) to people who have explicitly opted in. Every marketing email includes a clear unsubscribe link.
You may also unsubscribe at any time by emailing support@marlow-london.com.
Transactional emails (order confirmations, shipping updates, refund notifications) are sent based on contractual necessity and are not subject to opt-out, as they are required to fulfill your order.
10. Data Security
We take reasonable technical and organizational measures to protect your personal data, including:
- HTTPS/TLS encryption for all data in transit
- Encrypted storage for sensitive information at rest
- Access controls restricting employee/contractor access to personal data on a need-to-know basis
- Secure payment processing via PCI-DSS-compliant providers
- Regular reviews of our website and infrastructure security
No system is 100% secure. If we become aware of a personal data breach affecting your information, we will notify you and the Dutch Data Protection Authority within the timelines required by GDPR (within 72 hours of discovery).
11. Children's Privacy
Our website and products are intended for adults aged 18 and over. We do not knowingly collect personal information from children under the age of 16 (the GDPR age of consent in the Netherlands).
If you are a parent or guardian and believe your child has provided us with personal information without your consent, please contact us at support@marlow-london.com and we will delete it promptly.
12. Third-Party Links
Our website may contain links to third-party websites (social media, payment providers, shipping carriers, supplier partners). We are not responsible for the privacy practices of those websites. We encourage you to review their privacy policies before sharing personal information with them.
13. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or services. When we make material changes, we will:
- Update the "Last updated" date at the top of this page.
- Notify you via email (if you have an account or have opted in to communications) at least 14 days before the changes take effect.
Continued use of our website after changes take effect constitutes acceptance of the updated Privacy Policy.
14. Governing Law and Jurisdiction
This Privacy Policy is governed by the laws of the Netherlands. Any disputes will be resolved by the competent courts in Amsterdam, the Netherlands, except where mandatory consumer protection law (including Irish or UK consumer law) gives you the right to bring claims in the courts of your country of residence.
15. Who We Are
Marlow London is a trade name of:
Legal owner (data controller): Reinier Benjamin Savelsberg, sole proprietor (eenmanszaak)
Registered office: Weesperzijde 108HS, 1091 EN Amsterdam, Netherlands
KvK number: 88885453
VAT (BTW) number: NL004548623B55
16. Contact Us
For any privacy-related questions, requests, or complaints:
Email: support@marlow-london.com
Postal address: Reinier Benjamin Savelsberg / Marlow London, Weesperzijde 108HS, 1091 EN Amsterdam, Netherlands
We aim to respond to all privacy requests within 5 business days, and within one month at the latest as required by GDPR.
Marlow London is a trade name of Reinier Benjamin Savelsberg, a sole proprietorship registered in the Netherlands.