At SereneFlame, we value the privacy and trust of our customers. This Privacy Policy explains how we collect, use, protect, and disclose your personal information when you visit or make a purchase from our website. By using our services, you agree to the collection and use of information in accordance with this policy.
1. Information We Collect
When you visit or shop on SereneFlame, we collect certain personal and non-personal information necessary to provide our services, process orders, improve our website, and communicate with customers.
Personal Information
Personal information is data that can identify you directly or indirectly. This may include:
- Full name
- Email address
- Phone number
- Billing address
- Shipping address
- Order details (e.g., candle fragrances, quantity, jar preferences)
- Payment confirmation details
- Customer service messages and correspondence
- Return, refund, missing package, or damaged product request information
We collect this information when you place an order, create an account, contact our support team, subscribe to updates, or submit information through forms on our website.
Payment Information
When you make a purchase, your payment is processed through secure, PCI-DSS compliant third-party payment providers. SereneFlame does not store full credit card numbers, debit card numbers, CVV codes, or sensitive financial credentials on our website servers. We only receive limited payment-related information—such as transaction status, payment method type, and billing confirmation—for order processing and recordkeeping.
Technical and Website Usage Information
When you visit our website, certain technical information may be collected automatically, such as:
- IP address
- Browser type and version
- Device type and operating system
- Pages visited and time spent on the website
- Referring website or traffic source
- Cookies and similar tracking data
- General location information based on IP address
This technical data helps us understand how visitors interact with our candle store, allowing us to enhance website performance, security, and customer experience.
2. How We Use Your Information
SereneFlame uses customer information strictly for legitimate business operations, including:
- Order Processing: Verifying payment, preparing, packaging, and shipping your candle orders.
- Customer Communication: Sending order confirmations, invoice details, tracking information, and delivery updates.
- Support Services: Responding to inquiries, resolving complaints, handling returns, refunds, damaged item claims, or missing package inquiries.
- Business Improvement: Enhancing our product offerings, website navigation, and overall customer shopping experience.
- Fraud Prevention & Security: Protecting our store against unauthorized transactions, fraudulent orders, and security risks.
- Legal Compliance: Maintaining proper financial records and complying with applicable state and federal laws in the United States.
3. How We Protect Your Information
We implement robust administrative, technical, and physical security measures to protect customer data from unauthorized access, loss, alteration, or disclosure. Our safeguards include:
- SSL Encryption: Secure Socket Layer (SSL) technology with 128-bit encryption across all pages and checkout flows.
- Secure Payment Gateways: Encrypted processing via trusted third-party payment providers.
- Restricted Access: Limiting access to customer data strictly to authorized personnel who require it to fulfill orders.
- Continuous Monitoring: Regular security reviews to guard against potential vulnerabilities.
Note: While we take industry-standard precautions, no method of transmission over the Internet or electronic storage is 100% secure. Customers are encouraged to keep their personal login details confidential.
4. Payment Security
Payment security is a top priority for SereneFlame. All payments made on our platform are handled by secure third-party payment processors adhering to Payment Card Industry Data Security Standards (PCI-DSS).
Your full credit card or debit card details are tokenized during transaction processing and are never stored on our website servers.
5. Cookies and Tracking Technologies
SereneFlame uses cookies and similar tracking tools to ensure proper functionality and improve your browsing experience. Cookies help us:
- Keep track of items added to your shopping cart
- Remember user preferences during website navigation
- Analyze website traffic and customer user patterns
- Improve site load speed and security
You can choose to disable cookies through your web browser settings. However, disabling cookies may affect certain interactive features on our site, including cart functionality and checkout completion.
6. Sharing Your Information
We do not sell, rent, or trade customer personal information. We only share necessary data with trusted third-party service providers who assist us in operating our business and fulfilling customer orders.
Entities we may share information with include:
- Payment processing gateways
- Shipping and courier logistics partners
- Website hosting and maintenance platforms
- Email notification services
- Customer service management tools
- Fraud prevention and verification agencies
- Legal or regulatory authorities when required by law
All third-party partners receive only the minimal data required to perform their specific duties and are obligated to keep your information secure.
7. Shipping and Order Fulfillment Information
To deliver your SereneFlame orders safely and promptly, we share relevant shipping credentials with our logistics partners. This includes:
- Customer recipient name
- Exact shipping address
- Phone number and email address (for tracking notifications)
- Package contents and handling details
Customers are responsible for providing complete and accurate shipping information at checkout. SereneFlame is not responsible for shipment delays or failed deliveries resulting from incorrect addresses provided by the buyer.
8. Email and Customer Communication
We utilize your contact details exclusively for order-related and support communication, including:
- Purchase and payment receipts
- Order processing status updates
- Courier tracking links
- Responses to customer support queries
- Crucial policy or service updates
If you elect to join our newsletter, we may send occasional promotional updates regarding new candle releases or seasonal discounts. You may opt out of promotional emails at any time by clicking the “Unsubscribe” link at the bottom of the email.
9. Data Retention
SereneFlame retains personal information only for as long as necessary to fulfill the purposes outlined in this policy, including fulfilling orders, maintaining accounting records, resolving disputes, and adhering to statutory legal requirements in the United States. When data is no longer required, it is securely deleted or permanently anonymized.
10. Customer Rights and Choices
Depending on your state of residence (including California, Virginia, and other U.S. states with applicable privacy regulations), you may have specific rights regarding your personal data:
- Right to Access: Request a copy of the personal information we hold about you.
- Right to Correction: Request updates or corrections to inaccurate personal details.
- Right to Deletion: Request the removal of your personal information, subject to legal recordkeeping exemptions.
- Right to Opt-Out: Request that your data not be shared for non-essential commercial purposes.
To submit a data privacy request, please contact us at support@sereneflame.com. Verification of identity may be required prior to fulfilling requests.
11. Children’s Privacy
SereneFlame does not knowingly collect or solicit personal information from children under the age of 13. Our products and website are intended solely for individuals capable of making legal online purchases. If we discover that a child under 13 has provided personal data without parental consent, we will delete it immediately.
12. Fraud Prevention and Security Review
To maintain store integrity and safeguard buyers, SereneFlame monitors transactions for suspicious activity. Orders flagged by our risk assessment systems as potential fraud may be held for manual review, require additional address or identity verification, or be canceled prior to fulfillment.
13. Third-Party Links
Our website may contain links to external third-party sites, tools, or payment gateways. Once you leave the SereneFlame platform, this Privacy Policy no longer applies. We recommend reviewing the individual privacy statements of any third-party websites you visit.
14. United States Customers Only
SereneFlame exclusively serves customers located within the United States. Our shipping, customer service, and business systems are tailored specifically for U.S.-based operations. By using our website, you acknowledge that your information will be processed under U.S. data protection standards.
15. Updates to This Privacy Policy
We reserve the right to update or modify this Privacy Policy at any time to reflect operational changes, legal updates, or service additions. Any modifications will take effect immediately upon being posted on this page with an updated “Effective Date.”
16. Contact Information
If you have questions, feedback, or privacy-related requests regarding this Privacy Policy, please reach out to our team:
Store Name: SereneFlame
Email Support: support@sereneflame.shop
Business Address: 64 OXBOW DRGLASTONBURY CT 06033-1641USA
Customer Service Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)