Privacy policy

Last updated: 8 September 2026

This Privacy Policy explains what personal information Sollaine collects, why we collect it, who we share it with and what you can ask us to do with it.

Please read it carefully. By using our website you acknowledge that you have read this policy and understand how we handle your information.

Who we are

Sollaine is operated by:

Carova Brands, a sole trader registered in the Netherlands, trading as Sollaine
Griftstraat 34-1, 1079 ZC Amsterdam, the Netherlands
Chamber of Commerce (KVK) number: 98729888
Email: support@sollaine.com

We are the data controller for the personal information described in this policy. Because we are established in the Netherlands, the EU General Data Protection Regulation (GDPR) applies to what we do with your information, and we apply that same standard to our Australian customers.

The information we collect

Depending on how you use our website, we may collect or process:

Contact details: your name, email address, phone number, billing address and delivery address.
Order information: the items you view, add to your cart or buy, your order history, returns and exchanges.
Payment information: the form of payment, the transaction details and the payment confirmation. Full card numbers are handled by our payment providers and are never stored by us.
Account information: your username, password and preferences, if you create an account.
Communications: the messages you send us, including customer service enquiries and reviews.
Email engagement: if you have subscribed to our emails, whether you open them and which links you click, so that we can see what is useful to you and stop sending what is not.
Device information: your IP address, browser, device type and other identifiers.
Usage information: how you navigate and interact with our website.

Some of this information is needed to perform our contract with you, such as your name, delivery address and contact details. If you do not provide it we cannot process or deliver your order. Everything else is optional.

Where we get it

Directly from you, when you order, create an account, subscribe or contact us.
Automatically, through cookies and similar technologies when you use our website.
From our service providers, such as our shop platform, payment providers and carriers, when they process information on our behalf.

Why we use it, and on what legal basis

What we use it for	Legal basis
Processing, packing and delivering your order, and handling returns and refunds	Performance of our contract with you
Customer service and answering your questions	Performance of our contract, and our legitimate interest in responding to and resolving customer enquiries
Preventing fraud and keeping payments and accounts secure	Our legitimate interest in preventing fraudulent orders and chargebacks, and legal obligation
Sending marketing emails and SMS, and measuring whether they are opened and which links are clicked	Your consent, which you can withdraw at any time
Showing you advertising and measuring how it performs	Your consent where we ask for it, and otherwise our legitimate interest in measuring and improving our advertising. You can object at any time
Improving our website, products and range	Our legitimate interest in understanding which pages and products customers use, so we can improve the range
Keeping accounting and tax records	Legal obligation

Who we share it with

We do not sell your personal information. We share it only where it is needed:

Our shop platform. Our store runs on Shopify, which hosts the site and processes information about your visit and your order on our behalf.
Payment providers, who process your payment and carry out fraud checks. If you pay with PayPal, PayPal receives your name, email address, delivery address and the amount of your order, and handles that information as an independent controller under its own privacy statement.
Our fulfilment and delivery partners, who receive the details needed to pack and deliver your parcel.
Our email platform. Emails about your order are sent through Shopify. If you have subscribed to marketing, those emails are sent through Klaviyo, which holds your name, email address, subscription status, order history and email engagement on our behalf, on servers in the United States.
Analytics and advertising partners, as described under Cookies below.
Your bank, card issuer or PayPal, where you start a payment dispute, chargeback or claim and they need order, delivery and correspondence details to assess it.
Professional advisers, such as our accountant, where they need the information to do their work.
Authorities or other parties, where we are legally required to disclose information, or where it is necessary to establish, exercise or defend a legal claim.

Where a service provider acts as our processor, we require it to process personal information only on our documented instructions and to protect it appropriately. Some recipients, including payment providers, banks and advertising platforms, act as independent controllers for parts of what they do and handle information under their own privacy policies.

Cookies, pixels and analytics

Cookies are small files placed on your device. We use:

Necessary cookies, which make the site work, for example keeping your cart and your session.
Analytics cookies, which tell us how the site is used so we can improve it.
Advertising cookies and pixels, including the Meta pixel, which let us measure our advertising and show relevant ads to people who have visited our site.
Email cookies, set by our email platform, which recognise you when you arrive from one of our emails or complete a sign-up form, so that we do not show you a form you have already filled in and so that we can connect your visit to your subscription.

Necessary cookies are always on, because the site cannot work without them.

Where the law that applies to your visit requires us to ask first, we do: a banner appears and no analytics, advertising or email cookies are set until you accept. Otherwise these cookies are set when you visit, on the basis of our legitimate interest in understanding how our site is used and in measuring our advertising. Either way you can opt out at any time using the methods below.

You can refuse or delete cookies in your browser settings. If you block necessary cookies, parts of the site will not work properly. You can also limit personalised advertising in your Facebook and Instagram ad settings, in your Google ad settings, and through the industry opt-out pages at youronlinechoices.com and optout.aboutads.info.

We do not change how we collect data in response to a Do Not Track signal, because there is no common standard for it.

Automated decisions and profiling

We do not make decisions about you that produce legal effects for you, or similarly significantly affect you, based solely on automated processing.

Our payment providers run automated fraud checks on transactions, which can result in a payment being declined. If that happens to you, email support@sollaine.com and a person will look at it.

We use profiling for advertising, meaning we show you ads based on how you have used our site, and you can object to that at any time, as described under Your rights.

Marketing

We send marketing messages only to people who have expressly asked to receive them. Placing an order does not add you to our marketing list: you have to opt in, and the box is never pre-ticked.

Every marketing email and SMS identifies Sollaine as the sender, gives our correct contact details, and includes a working unsubscribe link or reply-to-stop instruction. The unsubscribe facility stays working for at least 30 days after we send the message, costs you nothing beyond your normal internet or message charge, and we action every unsubscribe request within 5 working days and usually immediately.

Emails and messages about an order you have placed, such as confirmations, shipping notifications and service messages, are not marketing. We send them for as long as they are needed to complete your order, and they continue even if you unsubscribe from marketing.

Sending information overseas

Your information is handled by us in the Netherlands and by service providers located in a number of countries.

To deliver your order, the name, address and phone number you supply are shared with our fulfilment and delivery partners, some of which are outside Europe.

If you have subscribed to our emails, your contact details, subscription status, order history and email engagement are stored by our email platform, Klaviyo, on servers in the United States. Klaviyo is certified under the EU-U.S. Data Privacy Framework, and standard contractual clauses apply as a fallback where that framework does not.

Whenever we send personal information to a country whose data protection rules are not recognised as equivalent, we rely on a recognised safeguard, such as the European Commission's Standard Contractual Clauses. You can ask us for a copy of the safeguards we rely on by emailing support@sollaine.com.

How long we keep it

Order and payment records: seven years, because Dutch tax law requires it.
Account information: for as long as your account is open, and then deleted.
Marketing subscriptions: until you unsubscribe, and then a minimal record so that we do not email you again by mistake.
Email engagement, such as opens and clicks: for as long as you are subscribed, and removed when you unsubscribe and ask us to delete your record.
Customer service correspondence: two years after the enquiry is closed.
Analytics and advertising data: as set by the retention periods of the tools we use, typically no more than 26 months.

Security

Our site runs over an encrypted connection, payments are handled by certified payment providers, and access to customer data is limited to the people who need it.

No system is completely secure and information sent over the internet is never risk-free. Please do not send us card numbers, passwords or other sensitive details by email.

Your rights

You can ask us to:

give you access to the personal information we hold about you
correct information that is wrong or incomplete
delete your information, where we are not required to keep it
give you a copy of your information in a portable format
object to processing we carry out on the basis of our legitimate interests, including profiling
object to direct marketing at any time, which we will always act on. There is nothing for us to weigh up and no reason we can refuse
restrict certain processing while a question about it is being resolved
withdraw your consent, where we rely on it

Email support@sollaine.com and we will respond within one month. We may need to confirm your identity first, and there are some limits. For example, we cannot delete an order record we are legally required to keep. We will never treat you differently for exercising these rights.

Children

Our website is not intended for children, and we do not knowingly collect personal information from children. If you are a parent or guardian and believe your child has given us their information, contact us and we will delete it.

Complaints

If you are unhappy with how we have handled your personal information, please tell us first at support@sollaine.com so that we can put it right.

You can also complain to a data protection supervisory authority. Because we are established in the Netherlands, the authority responsible for us is the Dutch Data Protection Authority (Autoriteit Persoonsgegevens, autoriteitpersoonsgegevens.nl), and you can complain to it wherever you live.

Australian privacy law contains an exemption for small businesses and we currently fall within it, which means the Office of the Australian Information Commissioner is not usually able to investigate a complaint about us. If that changes we will update this policy. Either way, the protections described here apply to you in full, under the GDPR and as a commitment we make to you.

Changes to this policy

We may update this Privacy Policy to reflect changes in how we work or in the law. The revised version will be posted on this page with a new date at the top.