Privacy policy

Privacy Policy

Introduction
This Privacy Policy explains how we collect, use and protect your personal information when you visit https://duchessence.com (the “Website”) or purchase our products.
The Website is operated by MD Agence Ecommerce (“Duchessence”, “we”, “us”, “our”).
We are committed to handling your personal information in accordance with applicable privacy laws, including the Privacy Act 1988 (Cth).

1. Data controller / who we are

The entity responsible for the processing of personal information collected through this Website is:

  • Business name: MD Agence Ecommerce (trading as Duchessence)

  • Registered office: 77220 Presles-en-Brie, France

  • Email: contact@duchessence.com

For questions about this Privacy Policy or how we handle your information, you can contact us at the email address above.

2. Information we collect

We may collect the following types of personal information:

  • Identification and contact details – such as your name, email address, postal address and phone number.

  • Order and payment information – details about the products you purchase and payment‑related information (processed securely via Shopify and its payment providers – we do not store full card details ourselves).

  • Delivery information – shipping address and information required by carriers to deliver your order.

  • Website usage and technical data – such as IP address, browser type, device information, pages visited and actions taken on the Website. This may be collected via cookies and similar technologies.

  • Marketing and tracking data – information related to your interactions with our marketing, including cookies and tracking pixels used for Meta (Facebook/Instagram) advertising and Google Analytics.

3. How we use your information (purposes)

We use your personal information for the following purposes:

  • Order management and delivery – to process your orders, take payment, arrange shipment and send order updates.

  • Customer service – to respond to enquiries, handle returns, refunds or complaints, and provide support.

  • Website operation and improvement – to operate the Website, fix issues, analyse performance and improve user experience.

  • Analytics and advertising – to understand how visitors use our Website, measure the performance of our ads, and show you relevant advertising on other platforms (for example, Meta and Google), where permitted.

  • Legal and compliance – to comply with our legal obligations (for example, record‑keeping, tax, fraud prevention).

4. Legal basis / reasons we process your information

We process your personal information on one or more of the following bases:

  • Performance of a contract – when processing your orders, payments and deliveries.

  • Your consent – for certain cookies, analytics and marketing activities (you can withdraw your consent at any time, for example by changing your cookie settings or using unsubscribe links in marketing emails).

  • Legitimate interests – such as improving our Website, preventing fraud and understanding our business performance, provided these interests are not overridden by your privacy rights.

  • Legal obligations – where we need to keep certain records for tax, accounting or regulatory purposes.

5. Who we share your information with

We may share your personal information with:

  • Shopify – which hosts our online store and helps process orders and payments.

  • Payment service providers – to process your payments securely.

  • Shipping and logistics partners – to deliver your orders.

  • Analytics providers – such as Google Analytics, to help us understand how our Website is used.

  • Advertising partners – such as Meta (Facebook and Instagram) and Google Ads, to measure and improve our advertising and show relevant ads.

  • Professional service providers – such as IT support, customer service tools or accountants, where they need access to perform services for us.

  • Authorities or regulators – if required by law or to protect our rights, users or third parties.

Some of these recipients may be located outside Australia, including in the European Union, the United States or Canada. When we transfer personal information overseas, we take reasonable steps to ensure that the recipient will protect your information in a way that is consistent with this Privacy Policy and applicable privacy laws (for example, by using appropriate contractual safeguards).

6. How long we keep your information

We retain personal information only for as long as necessary for the purposes described in this Policy or as required by law. For example:

  • Customer and order records may be kept for the period required for tax and accounting purposes.

  • Prospect and marketing data may be kept for a reasonable period (for example, up to 3 years from your last interaction), unless you withdraw your consent or object earlier.

When information is no longer needed, we will delete it or de‑identify it where reasonably possible.

7. Your rights and choices

Depending on applicable law, you may have the right to:

  • Access the personal information we hold about you.

  • Correct inaccurate or incomplete personal information.

  • Request deletion of your personal information, in certain circumstances.

  • Object to or restrict certain types of processing, including direct marketing.

  • Withdraw consent at any time, where processing is based on your consent (for example, certain cookies or marketing).

To exercise these rights, or if you have any questions or concerns about how we handle your personal information, please contact us at contact@duchessence.com.

If you are not satisfied with our response, you may have the right to raise a complaint with a relevant data protection or privacy authority in your country.

8. Cookies and tracking technologies

Our Website uses cookies and similar technologies to:

  • make the Website work properly (essential cookies),

  • remember your preferences,

  • analyse how the Website is used, and

  • measure and improve our advertising.

When required by law, we will ask for your consent before placing non‑essential cookies (such as advertising or advanced analytics cookies). You can manage your cookie preferences via your browser settings and, where available, via our cookie banner or settings on the Website. If you block certain cookies, some features of the Website may not function properly.

Tracking technologies used may include tools such as:

  • Shopify’s own cookies and analytics tools,

  • Google Analytics 4,

  • Meta pixels and Conversions API.

9. How we protect your information

We use appropriate technical and organisational measures to help protect your personal information against unauthorised access, loss, misuse or disclosure.
However, no method of transmission over the internet or electronic storage is completely secure, so we cannot guarantee absolute security.

10. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The updated version will be posted on this page with a revised “Last updated” date. We encourage you to review this Policy regularly.

Last updated: 4 January 2026