Privacy policy

Privacy Policy

Your privacy and the security of your personal data are very important to us. We are committed to collecting and storing your data with the utmost care and implement strict security measures to keep your data safe. We would therefore like to inform you about what type of data we collect and how we process, use, and manage your personal data when you browse KARLLAGERFELD.COM or visit our store, or when you receive another service from us. We are required to comply with the minimum data protection requirements as defined in the European General Data Protection Regulation (EU 2016/679) (hereinafter: “GDPR”) and (where applicable) other local privacy laws and regulations. This means that we must inform you in advance about the type of personal data we collect from you and why. We must have a legal basis for using your personal data, also known as the “legal basis for processing,” as set out in Articles 5 and 6 of the European GDPR.

These regulations form an integral part of our Terms of Use. When you make a purchase on KARLLAGERFELD.COM, you will be asked to first read and accept our Privacy Policy so that we can process your order, inform you about shipping and returns, and send you marketing communications related to the product(s) or service(s) you purchased.

Please note that we do not process data from customers under the age of eighteen (18) to avoid liability in this regard. By visiting the KARLLAGERFELD.COM website and using our services, you confirm that you are eighteen (18) years of age or older.

1. THE DATA CONTROLLER IS KARL LAGERFELD

A "data controller" as defined in Article 4.7 of the GDPR is a company that determines the purposes and methods of processing personal data.

The data controller is KARL LAGERFELD International BV (hereinafter referred to as "KARL LAGERFELD", "KARL", "we", "us" or "our").

KARL LAGERFELD is a company based in the Netherlands and owns KARLLAGERFELD.COM, (international) stores, and the KARL LAGERFELD brand.

Chamber of Commerce number: 53647785

Office address: Herengracht 182, 1016 BR Amsterdam, the Netherlands

VAT number: NL850960678B01

For more information about how we collect, use, and manage your data, please contact our Customer Service team or email our Data Protection Officer (DPO) at privacy.officer@karllagerfeld.com

2. DATA COLLECTION AND ITS PURPOSE

We collect personal data from you when you browse KARLLAGERFELD.COM or visit the store. This includes:

Fulfilling and processing the purchases you have ordered

Activating the registration of your customer account on KARLLAGERFELD.COM

After-sales service and communication

Customer service contact

Marketing activities (among others: newsletter subscriptions online or in-store, by WhatsApp, SMS or post)

Customer experience surveys

Multi-channel services (pick-up in-store, appointment booking and reservation in-store)

Staff recruitment (CVs and application forms)

The data we collect and why we collect it

a. Purchasing products

WHAT: Full name, delivery and shipping address, phone number, mobile number, email address, payment information.

WHY: To complete the purchase of products on KARLLAGERFELD.COM or in-store.

When you make a purchase, we ask for the personal data needed to complete your order, such as payment information, billing and shipping address, as well as the information needed to manage product returns.

b. Processing payments

WHAT: Name on the card, card issuer, card type, card number, issue number, start and expiry dates, and CVV code; merchant/gift card details; payment methods; account details.

WHY: To process payments for the purchase of products.

We use your payment information to verify that you are the authorized user of the selected payment method and to comply with the payment requirements of your card/account issuer. We also collect payment information to process refunds and to maintain a record of financial transactions for tax purposes. However, we do not store CVV codes. For a list of payment providers in your region, please visit the Payment Methods section.

c. Fraud prevention activities

WHAT: Fraud checks or reports of fraud for transactions, payment card declines, suspected crimes, and handling complaints.

WHY: To protect you, our customers, and our business from criminal activity and risks.

The data we collect enables us to comply with our legal obligations to you and others, and to defend ourselves against fraudulent or criminal activity. See the "Fraud Checks" section below for more information.

d. Account registration and use of KARL services

WHAT: Full name, address, telephone number, mobile number, email address, date of birth.

WHY: To create a KARL account and enable the use of all services offered in-store and on KARLLAGERFELD.COM, such as multi-channel services (in-store pickup, appointment scheduling, and in-store reservations).

When you request a KARL service, we collect the personal information necessary to process and fulfill that specific request and service.

e. Customer Service

WHAT: Full name, address, phone number, mobile number, email address, details of the question or issue you reported.

WHY: To respond to inquiries submitted to our customer service team.

We use the personal information you provide to investigate and resolve your request for support or assistance.

f. Account Verification

WHAT: Only for the account holder, email address, last name, postal code, phone number, and order information or history.

WHY: To enable access to your KARLLAGERFELD account.

If you want to change your account information but do not have access to your KARLLAGERFELD account, or if you call our customer service team, you will be asked to provide information to verify that you are the account holder.

g. Marketing Activities

WHAT: Full name, email address, phone number, postal address.

WHY: To send you marketing communications, including the latest KARL LAGERFELD news, New Arrivals, exclusive products, offers and promotions, as well as market research and satisfaction surveys relating to products or services you have purchased as a KARL customer. You may unsubscribe at any time by unsubscribing through the email you receive or by updating your preferences in My Account at KARLLAGERFELD.COM.

h. Cookies

WHAT: Our website records various data about visitors, including internet protocol (IP) addresses, browser type, internet service provider (ISP) information, referring/exit pages, and a date/time stamp.

WHY: When you visit our website, we may use "cookies" to track your visit and provide you with a better browsing experience. We may use this information to analyze trends, administer the site, track your movements around the site, and gather broad demographic information. We may also use this information to inform our marketing and future business strategies and therefore share it with third parties, such as our advertisers. All information we share is in the form of statistical data and does not identify you as an individual.

If we collect personal information through cookies, the legal basis for this use is your consent.

For more detailed information about our use of cookies and similar technologies, please visit our Cookie Policy.

i. Social Media

WHAT: Photos, videos, hashtags, comments, direct messages.

WHY: To respond to customer inquiries, complaints, and feedback via social media.

We monitor our customers' opinions, reactions, and interactions with the KARL LAGERFELD brand across all our social media channels (Facebook, Instagram, Twitter, LinkedIn, TikTok, Pinterest) to respond to questions, problems, interactions, or positive feedback. We always ask your permission to use a photo or video. The social media channels are only integrated into our website as a link to the respective services. After clicking the button with the integrated link, you will be redirected to the website of the respective provider, and only then will user data be transferred to the respective provider. Information about the handling of your personal data when using these other websites can be found in the relevant data protection conditions of the respective provider.

j. Recruitment

WHAT: Curriculum vitae (CV), application form, and cover letter (if required).

WHY: To process your application for a position at KARL LAGERFELD.

When you submit your CV and application form to us to be considered for a position at KARL LAGERFELD, we use the information provided solely for recruitment purposes. Personal data relating to your application may be transferred to third-party recruitment and application software providers. Your application data will be retained for a maximum of 6 months for open positions and for a maximum of 4 weeks after the closing date for a specific position. After these periods, your application data will be deleted.

k. Health and Safety

WHAT: Data about an accident or injury on our premises, or a health and safety incident.

WHY: To ensure you get the help you need, to inform emergency services, and to support you with any insurance claims.

l. Marketing Communications

We send marketing communications via email, WhatsApp, SMS, post, etc. You consent to this when you make a purchase or subscribe to our marketing communications. These communications include news about KARL LAGERFELD, new arrivals, exclusive products, offers, and promotions, as well as market research and surveys to determine your satisfaction so we can improve our services.

If you no longer wish to receive communications from KARL LAGERFELD, or if you would like to change or limit how you are contacted, you can stop or edit these communications at any time through My Account, by contacting our customer service team, or by clicking the unsubscribe link at the bottom of each digital communication. Please note that you may temporarily continue to receive communications after you edit your preferences, as we are still processing your request.

We also use data from your browsing and purchasing behavior to personalize the marketing messages we send you. By analyzing data from your profile as a user of KARLLAGERFELD.COM, we ensure that you receive the information that is most relevant and interesting to you.

For all of the above, we process your personal data using IT and electronic tools that guarantee high security standards, in full compliance with current legislation. We have therefore drawn up a Cookie Policy.

Personalized shopping at KARLLAGERFELD.COM

We use personalization to find products for you, make product recommendations, and offer you offers and services that match your interests. Ultimately, it also allows us to improve our offerings for you. We can also indicate your personal size for the product you are interested in after you have entered the required information (gender/weight/height and measurement points) through our size generator (from a third-party partner). However, we will anonymize the personal data so that we do not store or share it with third parties. Personalization means that we collect and analyze your shopping and browsing behavior on KARLLAGERFELD.COM to provide you with a personalized online shopping experience. We also do this through cookies or similar technologies, so please see our Cookie Policy for more information.

To ensure we can provide this personalized experience, we recommend that you keep your personal information up to date in My Account.

n. Anti-Fraud Checks

If you purchase KARL LAGERFELD products with a credit or debit card, we may use your personal information to help combat fraud. We have a legitimate interest in conducting fraud checks to prevent and prosecute fraudulent activity. For internal administrative purposes, data may also be processed by companies within the KARL LAGERFELD group of companies.

Links to other KARLLAGERFELD.COM websites

KARLLAGERFELD.COM may contain links to third-party websites. However, this privacy policy applies solely to KARLLAGERFELD.COM. We cannot be held liable for, and have no control over, the compliance of third-party websites with data protection regulations. Therefore, we recommend that you read their respective privacy policies.

3. DATA PROCESSING RESPONSIBILITY

Your personal data will be processed by KARL LAGERFELD employees who have been specifically trained and authorized to process this data. Your personal data will also be processed by our external suppliers who have been selected by us based on their proven reliability and high privacy and security standards.

These external suppliers include:

Financial service providers

Internet service providers

IT and telematics service providers

Postal and parcel services

Content and referral links

Lawyers

Marketing agencies

Please note that some of our suppliers may be located in countries outside the EU. In this case, the transfer of your personal data to these third countries will be carried out in compliance with Articles 44 to 47 GDPR on data transfer requirements, in order to achieve an adequate level of protection comparable to that in Europe. With these third parties, we have agreed on a lawful data transfer mechanism as defined in Article 46 GDPR and have contractually implemented appropriate technical and organizational measures to protect the data. Finally, your data may be processed by the police and the judicial and administrative authorities, in accordance with the law, for the purposes of: The detection and prosecution of crimes

The prevention of and protection against threats to public security

To ensure that KARL LAGERFELD can establish, exercise or defend a right in legal proceedings

Any other reason related to the protection of the rights and freedoms of others.

DATA STORAGE We will retain your personal data for a limited period of time, after which it will be deleted or made irreversibly anonymous. The length of time for which your data will be stored depends on the purpose for which it was collected. For example:

Data collected to process purchases on KARLLAGERFELD.COM and in-store - will be retained until the administrative and accounting formalities have been completed. Billing data will be retained for 10 years from the invoice date.

Data for your KARL LAGERFELD account - will be stored until you cancel your account with us.

Payment related data – subject to the approval of the payment and the completion of the related administrative and accounting formalities due to the expiry of the right of withdrawal and the conditions applicable for disputing the payment.

Data collected for multi-channel services will be retained until the service is performed or cancelled. CVs and application forms will be retained with your consent for 6 months from submission.

Data used for marketing communications will be retained until the service in question is terminated or the user unsubscribes from the service.

Data used to personalize KARLLAGERFELD.COM and the shopping experience and to display customized content will be retained until the user requests to stop this activity and in any case within 2 years of the last interaction of any kind by the user.

5. DATA TRANSFER TO THIRD COUNTRIES

In principle, we do not transfer or share personal data with recipients in third countries (i.e., countries outside the EU). Should this nevertheless be the case, we assure you that we do so in accordance with the law and ensure an adequate level of data protection, as required by Articles 44 to 49 of the GDPR.

6. YOUR RIGHTS

You can exercise your privacy rights as set out in Articles 12 to 23 of the GDPR at any time with regard to the processing of your personal data. This includes:

Requesting to know what data we hold about you, how it was collected, and how it is used.

Withdrawing your consent to the processing of your data – upon receipt of your request, we are obligated to stop processing your personal data based on the specific consent as soon as possible, but other types of processing or processing based on other assumptions will still be carried out in full compliance with applicable provisions.

Objecting to the processing of your data – you must explain the reasons for your objection to our processing of your data, and we will evaluate these reasons before accepting your request.

Restricting the use of your data – in this case, we will retain your personal data, but will not process it unless this is the subject of another request from you and if exceptions provided for by law apply. The processing of data may be restricted when you contest the accuracy of your personal data, when the processing is unlawful but you oppose the cancellation of your data, when we no longer need your personal data but you need to exercise your right in court, and when you oppose the processing of your data while we are evaluating the reasons for your request.

Deleting your information – when (i) we no longer need your personal information; (ii) you withdraw your consent to our use of your personal information and we have no other legal basis for keeping your personal information; (iii) you have asked us to explain our legitimate interests to you and we no longer have a valid legitimate interest in doing what we do; (iv) our use of your personal information is illegal; (v) we need to erase your personal information to comply with our legal obligations.

Changing, updating or correcting your information.

You can also request to receive the personal data we hold about you in a format that can be read by electronic devices. Where technically feasible, we may transfer your information directly to a third party of your choice.

You can request this by contacting our customer services team. Please note that, to ensure that your data is not at risk of being used illegally or fraudulently by third parties, we will ask you to confirm your identity before accepting your request to exercise any of the above rights or before disclosing any personal data.

7. COMPLAINTS

If you consider that the processing of your personal data is unlawful, you can lodge a complaint with a supervisory authority responsible for compliance with the rules on the protection of personal data. Since KARL LAGERFELD is registered in the Netherlands, you can lodge a complaint with the Dutch Data Protection Authority.

8. DATA SECURITY

We protect your personal data with specific technical and organizational security measures aimed at preventing your personal data from being used unlawfully or fraudulently. Our security measures ensure:

The pseudonymization or encryption of your data

The confidentiality, integrity and availability of your data, as well as the resilience of the systems and services that process it

The ability to recover data in the event of a data breach.

We are committed to testing, verifying and regularly evaluating the effectiveness of our technical and organizational measures to ensure the continued security of your data.

We also have strict procedures in place to respond to any suspected data security incident and will be sure to notify you and any applicable regulator of a suspected breach where we are legally required to do so.

Please be aware that not all methods of contacting us (email or post) are completely secure. This means there is a risk that your personal data could be intercepted. Your personal data is also at risk if a malicious third party gains access to your account on our customer portal or anywhere else where your personal data is stored, such as your email account.

We therefore advise you to keep your personal data safe and to choose a strong password for your KARLLAGERFELD.COM account and your email account. We also recommend that you use a unique password for each account where your personal data is stored and not to share your passwords with anyone.

9. IN-STORE CCTV

We have CCTV cameras to ensure the safety of our staff and customers, and to prevent and detect crime. We may use your personal data to bring or defend against legal proceedings or to meet our legal or compliance obligations. In the CCTV Policy, you will find all information about how we collect, use, and store CCTV footage from surveillance cameras.

10. Gorgias, the AI-powered customer service We

value your privacy and are committed to transparency regarding the tools we use to improve your customer experience. To provide more efficient support, we have integrated Gorgias, a customer service platform that uses artificial intelligence (AI) to help answer questions submitted through chat and the contact form on our website.

10.1 AI Responses

Gorgias uses an AI agent, an autonomous support assistant trained on data from KARL LAGERFELD, including order details, Help Center content, and brand guidelines. This enables the AI agent to provide personalized and accurate answers to customer inquiries. In cases where the AI agent cannot resolve an issue, the conversation is transferred to our human support team.

10.2 Data Collection and Use

When you interact with our chat or contact form, Gorgias may collect the following personal data:

Identifiers: basic contact information such as name and email address.

Commercial Information: order history and previous interactions with support.

Internet or Network Activity: usage data related to your interactions.

Gorgias processes your personal data solely to answer your questions and provide customer support. Your data will not be used for marketing or profiling purposes. Gorgias does not retain shopper or customer data longer than necessary to process the request.

10.3 Legal basis and data retention

The legal basis for processing your personal data is:

Fulfillment of an order/agreement with you (Article 6, paragraph 1, subparagraph (b) GDPR), as your data is necessary to fulfill your requests and provide support.

Our legitimate interest (Article 6, paragraph 1, subparagraph (f) GDPR) to provide efficient and high-quality customer service.

Your data will be retained only for as long as necessary to resolve your request and will be deleted no later than 90 days thereafter, or earlier upon your request.

10.4 Integrations with and data transfers to third parties

Gorgias may share collected information with trusted third-party service providers who assist with hosting, IT support, and data analysis. These providers receive only the information necessary to perform their services and are contractually obligated to keep your data secure.

Any transfer of personal data outside the European Economic Area (EEA) will be protected by appropriate measures such as standard contractual clauses to ensure that your data is secured in accordance with GDPR requirements.

10.5 Privacy Policy and Regulatory Compliance

For detailed information on how Gorgias handles data, please refer to their privacy policy: Gorgias Privacy Policy

Gorgias declares that it complies with strict data protection regulations, including the General Data Protection Regulation (GDPR), to ensure that your data is treated securely and responsibly.

10.6 Your Privacy Rights and Choices

Under the GDPR, you have the right to:

Gain insight into your personal data.

Have inaccurate or incomplete information corrected.

Request

the erasure of your personal data. Restrict or object to processing.

Have your data ported elsewhere.

If you wish to exercise any of these rights or have any questions regarding privacy, please feel free to contact us at privacy.officer@karllagerfeld.com . You also have the right to lodge a complaint with your national data protection authority. 10.7 Shop and Shop Pay

Customers using Shop or Shop Pay do so through a direct relationship with Shopify, which acts as an independent data controller (Article 4(7) GDPR) for these services. Karl Lagerfeld has no access to or influence over the personal data processed by Shopify as a data controller, and cannot be held responsible for Shopify's data protection policies or practices.

Customers who wish to exercise their privacy rights related to these services (for example, data subject access or deletion requests) should submit their requests directly to Shopify, following the instructions available here.

11. MORE INFORMATION

For more information about how we collect, use, and manage your data, please contact our Customer Service team or email our Data Privacy Officer (DPO) at privacy.officer@karllagerfeld.com

12. CHANGES AND UPDATES

Our privacy policy is subject to changes and additions as KARL LAGERFELD offers new services or as new regulations come into force that require new measures. Although we will try to inform you of any changes as quickly as possible, we recommend that you review the policy on this webpage from time to time.