Privacy Policy

1. Overview

This Privacy Policy explains how we collect, use, store, protect, disclose, and manage personal information when you visit neattray.com, browse our products, place an order, contact customer support, request a return or refund, create an account, subscribe to communications, or otherwise interact with our website. We are committed to protecting your privacy and handling personal information in a lawful, transparent, and responsible manner. This policy is intended to help customers understand what information is collected, why it is needed, how it is protected, and what rights may be available under applicable privacy laws.

2. Website Platform

This website is a self-hosted store built on WordPress and powered by WooCommerce. WordPress and WooCommerce allow us to operate our online store, display products, manage shopping cart functions, process checkout details, record orders, arrange shipping, manage customer accounts, and provide post-purchase support. Because the website is self-hosted, we are responsible for maintaining reasonable security controls, platform updates, access permissions, and operational safeguards for the personal information processed through our store.

3. Information We Collect

We may collect personal information that you provide directly to us, including your name, email address, phone number, billing address, shipping address, order details, account login information, customer service messages, return or refund requests, and any information you submit through forms, checkout pages, email, or support communications. We collect this information only where it is necessary to provide our services, complete transactions, respond to requests, comply with legal obligations, or protect our website and customers from fraud or misuse.

4. Order and Delivery Information

When you place an order, we collect and process information necessary to confirm the purchase, prepare the order, arrange delivery, provide tracking updates, handle delivery issues, and support returns or refunds. This may include the order number, purchased items, recipient name, delivery address, phone number, email address, shipping method, tracking number, delivery status, carrier updates, and customs-related information where applicable. Because we provide worldwide shipping, some delivery information may need to be shared with logistics carriers, local postal services, customs authorities, or delivery partners in the destination country or region.

5. Payment Information

Payments on our website are processed by trusted third-party payment service providers, including Stripe and PayPal. We never store customers’ full payment information on our servers. We do not store full card numbers, CVV codes, bank account details, PayPal login information, Apple Pay credentials, Google Pay credentials, or complete payment authentication data. Payment details are submitted directly through secure payment systems provided by the relevant payment processor, and we only receive limited payment confirmation information needed to verify and manage the order.

6. Payment Processor Records

Although we do not store payment credentials, Stripe and PayPal may provide us with limited transaction-related information for legitimate business purposes. This may include payment status, transaction ID, payment amount, currency, payment date, refund status, authorization status, chargeback status, and payment risk or verification results where available. We use this information to confirm orders, prevent fraud, process refunds, respond to customer inquiries, maintain accounting records, and provide evidence if a payment dispute, chargeback, unauthorized transaction claim, or refund-related claim is opened.

7. Transaction Currency

Our website processes transactions in Euros (EUR). Product prices, order totals, shipping fees, taxes, and any applicable charges are displayed in EUR before checkout is completed. If your card, bank account, or payment account uses another currency, your financial institution or payment provider may apply currency conversion rates, foreign transaction fees, or other charges. These charges are determined by your bank, card issuer, PayPal, Stripe, or other payment provider and are not controlled by us.

8. How We Use Personal Information

We use personal information to operate the website, process orders, confirm payment, arrange shipping, provide delivery updates, respond to customer support requests, manage returns and refunds, review damaged package claims, prevent fraud, improve website performance, maintain business records, and comply with applicable legal, tax, accounting, and regulatory obligations. We may also use information to verify order history, resolve disputes, investigate suspicious activity, protect our rights, and ensure that customers receive accurate and efficient service throughout the purchase and post-purchase process.

9. Legal Basis for Processing

Where applicable privacy and data protection laws apply, we process personal information for legitimate business and operational purposes. These may include processing and fulfilling orders, arranging delivery, providing customer support, maintaining transaction records for tax, accounting, or legal purposes, protecting our website, preventing fraud, improving service quality, handling disputes, and complying with applicable legal obligations. Where required by law, we may request your consent for certain cookies, marketing communications, or optional services, and you may withdraw your consent where applicable.

10. GDPR Rights for European Customers

If you are located in the European Economic Area, the United Kingdom, or another region with similar privacy rights, you may have the right to access the personal information we hold about you, request correction of inaccurate information, request deletion of certain data, request restriction of processing, object to certain processing activities, request data portability, and withdraw consent where processing is based on consent. These rights may be subject to legal limitations, especially where information must be retained for order records, fraud prevention, tax compliance, payment disputes, or legal claims.

11. How to Exercise Privacy Rights

To exercise your privacy rights, please contact us through team@neattray.com. To protect your information, we may need to verify your identity before responding to or completing a request. We will review your request and respond within the timeframe required by applicable law. In some cases, we may not be able to delete or modify certain information immediately if it is necessary to complete an order, comply with legal obligations, process a return or refund, respond to a payment dispute, prevent fraud, or maintain accurate business and transaction records.

12. Cookies and Tracking Technologies

Our website may use cookies, pixels, server logs, and similar technologies to support essential website functions, shopping cart operation, checkout security, account login, fraud prevention, analytics, website performance monitoring, user preferences, and marketing measurement where applicable. Some cookies are necessary for the website to function properly, while others may help us understand how visitors use the site and improve the shopping experience. You may manage or disable cookies through your browser settings, but disabling essential cookies may affect cart, checkout, account, payment, or security functions.

13. WooCommerce and Account Data

If you create an account or place an order through WooCommerce, our website may store account details, order history, billing and shipping information, customer notes, support records, and related order information. This allows customers to view past orders, helps us provide support, and enables us to verify purchases for returns, refunds, damaged package claims, and payment dispute responses. Account information should be kept accurate and secure, and customers are responsible for maintaining the confidentiality of their login credentials.

14. Shipping and Logistics Partners

To deliver orders worldwide, we may share necessary information with third-party logistics carriers, postal services, fulfillment partners, customs brokers, and local delivery providers. Shared information may include your name, shipping address, phone number, email address, package details, order reference, tracking number, and customs-related information where required. These partners use the information only as needed to transport, clear, deliver, investigate, or confirm delivery of your package. Tracking updates may take 48–72 hours to appear after the package is handed to the carrier.

15. Customs and International Delivery

Because we provide worldwide shipping, order and delivery information may be processed by customs authorities, import agencies, postal services, and local delivery partners in the destination country or region. Orders delivered within Germany are not subject to additional customs duties for customers. For destinations outside Germany, customs duties, import taxes, VAT, clearance fees, brokerage fees, or other local charges may be applied by the destination country or region, and these charges are the responsibility of the customer where applicable.

16. Data Security Measures

We use reasonable technical and organizational measures to protect personal information from unauthorized access, misuse, loss, alteration, or disclosure. These measures may include SSL/TLS encryption, secure checkout pages, secure hosting controls, firewall protection, malware monitoring, strong administrator passwords, limited access permissions, role-based access controls, data minimization, regular WordPress and WooCommerce updates, plugin maintenance, backup practices, and internal review of order and customer service records. No online system can be guaranteed completely secure, but we take reasonable steps to reduce risk and protect customer information.

17. Payment Security Measures

Payment security is handled through Stripe and PayPal secure payment systems. These providers may use encryption, tokenization, PCI-DSS compliant payment processing, risk monitoring, fraud detection, secure authentication, payment authorization checks, and verification tools such as 3D Secure where applicable. Since payment credentials are processed directly by Stripe and PayPal, we do not store full payment information on our website server. This helps reduce payment security risks and ensures that sensitive payment data is handled by specialized payment processors.

18. Fraud Prevention and Stripe Dispute Support

To help prevent fraud and support fair handling of Stripe, PayPal, bank, or card issuer disputes, we may retain order-related evidence such as order number, payment status, billing and shipping information, customer communication, fraud review details where available, IP-related technical records where available, tracking number, carrier name, delivery confirmation, return authorization, refund status, inspection records, and support history. If a chargeback, unauthorized payment claim, non-receipt claim, product dispute, or refund dispute is opened, we may submit relevant records to Stripe, PayPal, banks, card issuers, or dispute-resolution parties as evidence.

19. Data Sharing

We do not sell customers’ personal information. We may share personal information only where necessary to operate our store, complete transactions, provide services, comply with legal obligations, or protect our rights. This may include sharing information with payment processors, shipping carriers, fulfillment partners, website hosting providers, email service providers, fraud prevention tools, analytics providers, customer support tools, professional advisors, tax or accounting providers, legal authorities, or regulatory bodies where required.

20. Data Retention

We retain personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy. This may include retaining data to fulfill orders, provide customer support, process returns and refunds, comply with tax and accounting obligations, respond to legal claims, prevent fraud, investigate suspicious activity, and handle payment disputes or chargebacks. When information is no longer required, we will delete, anonymize, or restrict access to it where appropriate, unless longer retention is required or permitted by law.

21. International Data Transfers

Because our website, payment processors, shipping carriers, hosting providers, and technical service providers may operate in different countries, your personal information may be transferred, stored, or processed outside your country or region. Where required by applicable law, we rely on appropriate safeguards, contractual protections, or lawful transfer mechanisms to help protect personal information during international processing. By placing an order with worldwide delivery, certain information must necessarily be transferred to service providers involved in payment processing, shipping, customs clearance, and final delivery.

22. Contact Information

If you have questions about this Privacy Policy, your personal information, payment privacy, order records, shipping records, return records, refund records, or your privacy rights, please contact us through team@neattray.com. You may also reach us by phone at +49 341 591732011 or by mail at Zschortauer Straße 68, 04129 Leipzig. When contacting us about an order, payment, delivery, return, refund, or dispute-related matter, please include your order number and relevant details so that we can review and respond to your request more efficiently.