Privacy policy
Your Privacy Matters
Transparency is one of our core values. That includes being clear about what happens with your information.
Whether you’re here to learn about Merino wool, find your next favorite bra, make a purchase, leave a review, or simply look around, we take your privacy seriously.
The short version: we collect information that helps us get BRANWYN into your hands, make returns and exchanges possible, answer your questions, improve your experience, protect our customers and our business, and, when you choose to hear from us, share things we think you’ll actually want to know about.
The longer version is below.
What Information Do We Collect?
The information we collect depends on how you interact with BRANWYN.
Information You Give Us
Account & Contact Information
This may include your name, email address, shipping and billing addresses, and other information you provide when you place an order or create an account.
We use it to process and deliver orders, communicate with you, maintain your account, provide Customer Happiness, and help protect against fraud.
Order & Transaction Information
This may include products purchased, order history, returns, exchanges, refunds, shipping information, payment information, and other information related to your transactions with BRANWYN.
We use this information to fulfill orders, process returns and exchanges, provide Customer Happiness, maintain transaction records, enforce our policies, and help identify and prevent fraud or misuse of our services.
Customer Happiness & Correspondence
There are real people behind BRANWYN Customer Happiness. When you reach out to us, you’re communicating with a member of our team, not an AI chatbot.
We keep written correspondence with our customers so we can respond to your questions, follow conversations through to resolution, understand your experience with BRANWYN, and provide thoughtful, consistent service.
The information we retain may include emails, messages, return or exchange correspondence, feedback, and other information you choose to share with us.
Reviews, Surveys & Feedback
If you leave a review, respond to a survey, or otherwise share feedback with us, we may retain the information you provide.
We use it to learn from our customers, improve our products and experience, and better understand what is working and what could be better.
Information We Collect Automatically
When you interact with our website, we may automatically collect certain information about your visit and how you use our site.
This may include your IP address, browser and device information, pages visited, links clicked, and shopping or checkout activity.
We may collect this information using cookies and similar technologies to operate our website, understand how it is being used, improve your experience, measure the effectiveness of our communications and marketing, and help protect against fraud.
How Do We Use Your Information?
To Get BRANWYN Into Your Hands
We use information to process and fulfill orders, process payments, ship purchases, manage returns and exchanges, maintain your account, and communicate with you about your transactions.
To Take Care of You
Customer Happiness is exactly that: humans helping humans.
We use information from your orders and your correspondence with us to answer questions, help with fit, resolve issues, manage returns and exchanges, and provide continuity when you contact us again.
Keeping written correspondence also helps us understand where we can do better, whether that means improving a product, clarifying information on our website, or making an experience easier for the next customer.
To Make BRANWYN Better
We may use information to understand how customers interact with BRANWYN, improve our products and website, understand what information is useful to our community, and troubleshoot problems.
We may also use aggregated or de-identified information to identify broader patterns without identifying an individual customer.
To Stay Connected
If you choose to hear from us, we may use your information to share new products and restocks, educational content, behind-the-scenes stories, Merino wool care tips, travel inspiration, community stories, and special offers.
You can change your mind about marketing communications at any time.
To Protect Our Customers and BRANWYN
We may use information to verify transactions, detect and prevent fraud or attempted fraud, identify misuse of our purchasing or return policies, enforce our Terms & Conditions, protect our customers and business, and comply with legal obligations.
This may include reviewing current and previous purchasing, payment, delivery, return, exchange, refund, and account activity.
Who Do We Share Information With?
Running an ecommerce business requires working with other companies.
We may share information with service providers that help us operate our website, process payments, fulfill and ship orders, process returns and exchanges, communicate with customers, understand website performance, provide marketing services, and protect transactions against fraud.
We share information with these companies when it is reasonably necessary for them to provide those services.
We may also disclose information when required by law, when necessary to protect BRANWYN or others, or in connection with a financing, merger, acquisition, sale, or other business transaction.
Do We Sell or Share Your Personal Information?
We do not sell your personal information or customer lists. Period.
Like many online businesses, we may work with advertising and technology partners to help us understand how our website is used and show you relevant advertising. Some privacy laws define this type of activity as “sharing” personal information, even when no money is exchanged.
Where required by law, you may have the right to opt out of this type of sharing or use of your personal information for targeted advertising.
Email & SMS
We love staying connected, but you decide whether you want to hear from us.
If you sign up for BRANWYN emails or text messages, we may send you product news, educational content, behind-the-scenes stories, care tips, travel inspiration, community stories, and special offers.
You can unsubscribe from marketing emails using the unsubscribe link in the email and opt out of marketing text messages by replying STOP.
Even if you opt out of marketing, we may still contact you about an order, return, exchange, account, or other transaction.
Cookies
Yes, the internet kind.
BRANWYN uses cookies and similar technologies to help our website work, remember preferences, understand how people use our site, improve your experience, and measure our marketing.
Some cookies are necessary for the website to function. Others help us understand website performance or make our communications and marketing more relevant.
You may be able to manage certain cookie preferences through controls on our website or through your browser. Blocking certain cookies may affect how parts of our website work.
Your Privacy Rights
Your information belongs to you.
Depending on where you live, you may have the right to access personal information we have about you, ask us to correct or delete certain information, request a copy of certain information, or opt out of certain uses or sharing of your personal information.
These rights vary by location and may be subject to certain exceptions.
We may need to verify your identity before completing a request. We will not discriminate against you for exercising privacy rights available to you under applicable law.
How Long Do We Keep Your Information?
Not forever just because we can.
We keep personal information for as long as reasonably necessary to provide our services, maintain appropriate business records, continue customer conversations, prevent fraud, resolve disputes, enforce our agreements, and meet applicable legal requirements.
When information is no longer reasonably necessary, we may delete it or convert it into aggregated or de-identified information that cannot reasonably be linked back to you.
How Do We Protect Your Information?
We use reasonable measures designed to protect the personal information entrusted to us.
No website or method of transmitting or storing information is completely secure, so we can’t promise absolute security. But protecting your information is something we take seriously.
A Note About Children
BRANWYN’s website is not intended for children, and we do not knowingly collect personal information from children as prohibited by applicable law.
Third-Party Links
Our website may sometimes link to websites or services we don’t own or operate.
Those companies have their own privacy practices. If you leave BRANWYN for another site, we encourage you to take a look at its privacy policy, too.
Changes to This Policy
BRANWYN changes. Technology changes. Privacy laws change, too.
We may update this Privacy Policy from time to time. When we do, we’ll update the effective or last-updated date and provide any additional notice required by law.
Questions? We’re Here.
Privacy shouldn’t be mysterious.
If you have questions about this Privacy Policy, your personal information, or how BRANWYN handles your information, please contact our Customer Happiness team.
A real person will be there to help.