Customer Care

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Arashi House, together with its subsidiaries and affiliates (hereinafter collectively referred to as the “Arashi House”), are committed to protecting the confidentiality, integrity and security of your personal information (hereinafter “Personal Data”) that you may share with us.

This privacy policy describes how the Arashi House entity in your jurisdiction (hereinafter “Arashi House”, “we”, “our”, or “us”) collects, uses and discloses your Personal Data which we may collect through this website, mobile applications, cloud-based services, controlled widgets embedded in communication platforms and/or in our stores, by phone, email, incoming text messages and other locations, each with a link or a reference to this policy.

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1. Type and source of data
Personal Data voluntarily provided by the data subject
Arashi House collects and processes the Personal Data that you directly and voluntarily provide through our website, by phone, email or incoming text messages and/or at an Arashi House store, when you:
(i) purchase our products in store or place online, remote and/or other orders,
(ii) use other functionalities available on the website (for example: to subscribe to our newsletter, to send a request to our Client Service, to book an appointment in store, to connect or interact with us through social networks, etc);
(iii) choose to register into the Arashi House customer database by creating your online account on the website or completing our customer profile in order to be provided with a personalised and tailored customer experience and exclusive services and benefits reserved for registered members,
(iv) interact with our Client Service team or our sales staff, and/or
(v) use our services.

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Depending on what you provide us with, the items of Personal Data may include your first and last name, title, location, date of birth, email address(es), billing address(es), delivery address(es), telephone number(s), credit card information, details of purchases, and/or any other information regarding you that you may decide to provide during the interactions with our Client Service or with sales staff.

If you decide to register on the website through the social login function, please be informed that Arashi House will have access to the Personal Data of your social account (for example, your email address and your public profile) in accordance with the privacy settings of the applicable social media platform. For more information, please refer to the related privacy statements on the applicable social media platform; Arashi House does not oversee or control such social media services or user profiles on these platforms and does not establish privacy settings or rules regarding how Personal Data is used on such platforms.
In addition, we may also obtain information about you as a result of authentication or identity checks (for example, you may be asked to present your identity document when you pick up your purchase in-store). Arashi House uses this information to identify you as a customer, to process your order, to deliver products and services and/or to process payments.

If you call our Client Service team or our Client Service team contacts you with the details you have provided to us, please note that calls may be recorded for quality assurance and record-keeping purposes. In such instance, you will be informed of this before the recording starts.
Furthermore, when you call, send an e-mail or text to our Client Service team and/or sales staff, we collect your e-mail address and/or phone number you used to contact us, so that we can reply to any request, as well as any additional Personal Data contained in your message or provided by you within the course of your interactions with us.

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Browsing data
During their normal operation, the computer systems and software procedures used to operate our website collect certain personal data (log files). The transmission of such data is inherent to the use of internet communication protocols. This information is not collected in order to be associated with specific data subjects. However, due to its nature, this information can allow users to be identified by means of its processing and integration with data held by third parties. Such information includes the IP addresses or domain names of the computers you use to visit our Website, URIs (Uniform Resource Identifiers) of the resources requested, the time of the request, the method used to submit the request to the server, the size of the file obtained in reply, the numerical status code of the server reply (successful, error, etc.) and other parameters concerning the user's operating system and computer environment. This data is used with the sole purpose of obtaining anonymous statistical information on the use of our website and to guarantee its correct operation.

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Cookies
This website uses cookies and similar technologies, including third-party cookies, to ensure its efficient functioning, perform statistical analysis, improve our services and send our online advertising messages in line with your preferences. Cookies are small text files that are sent to terminal you use to access to the Internet (usually to your browser) by the websites you visit. Cookies are stored in your computer or device to be recognized by those websites on your subsequent visits. 

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Combinations
We may combine passively collected data with data that you actively submit to us so as to, for instance, provide better service to website visitors, customize the website based on your preferences, compile and analyze statistics and trends, to otherwise administer and improve the website for your use, and to personalize offers (for example, combined information may allow us to recommend products to you based on what you have liked in the past). We may combine information collected on the website with information collected by phone, e-mail or incoming text message or from the in-store experience in order to provide a service customized to your needs. We may also combine information we collect about you from the different devices you use to access our website and/or information we get from third parties with Personal Data we already have about you.

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Personal Data of minors
You must be at least 16 years old (or older depending on your country or state of residence) in order to provide us with Personal Data. Arashi House protects the Personal Data of minors in accordance with the relevant national laws and regulations. If Arashi House discovers that it has collected Personal Data about a minor, without the prior consent of a verifiable parent or legal guardian, it will de-activate the minor’s account and try to delete the data as soon as possible.

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2. Purpose and legal bases of the processing
Your Personal Data may be processed and used for the following purposes:
(a) to provide you with products, services and information you request from us, communicate with you and manage your relationship with Arashi House;
(b) to process or fulfil your online, remote and/or other purchase orders and perform all management activities connected with them (including administrative management of the contract, delivery of goods, payment processing, invoicing, management of any products exchanges and returns, handling of any claims and litigation, and fraud prevention), and to comply with any applicable legal or regulatory obligations;
(c) to provide you with post-sale services (including product warranty and repairs service);
(d) to send by email the newsletters and other marketing communication regarding the “Arashi House” brand and other Arashi House products, services, initiatives and events as a result of your subscription to the service.

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We collect and use your Personal Data based on one or many of the legal basis provided for by the applicable data protection laws, including:

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- the processing is necessary in connection with any contract between Arashi House and you (for example, when you make a purchase) or for the taking of pre-contractual steps at your request;
- we have obtained your prior consent (for example, when you opt-in to receive our marketing communications). Please note that you have the right to withdraw your consent at any time, by using the “unsubscribe” link included in all of our commercial electronic communications, and/or by using any other appropriate procedures which may be made available to you by Arashi House (e.g. by logging into your online account);
- we have a legitimate interest in carrying out the processing and that legitimate interest is not overridden by your own interests, fundamental rights, or freedoms (for example, to prevent payment fraud);
- the processing is necessary for claiming legal rights or as part of judicial or security procedures;
- we have to process your personal data to comply with applicable laws and regulations.

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3. Nature of the provision of Personal Data
The provision of Personal Data is optional.
However, if you wish to make a purchase order, register to the Arashi House customer database, receive information on Arashi House's products and services, and/or use any other services offered on the Website, remotely and in store, you need to fill in all mandatory fields of the relevant forms and provide us with the required Personal Data as necessary in relation to the purposes for which they will be processed. If you do not provide this information, then it may delay or prevent us from processing your request, responding to your query or providing products or services to you.
You may withdraw your consent to receive our commercial communications and modify your communication preferences and/or opt-out from specific electronic communications at any time, by using the “unsubscribe” link included in all of our commercial electronic communications, and/or by using any other appropriate procedures which may be made available to you by Arashi House (e.g. by logging into your online account).
You also can withdraw from or cancel your registration in the Arashi House customer database at any time by logging into your online account.

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4. Processing methods
Your Personal Data will be processed by suitable electronic or automated means and computerised tools, or manually and on hard copy, exclusively for the purposes for which they have been collected and guaranteeing the security and confidentiality of any processed information through the adoption of appropriate measures to prevent the alteration, cancellation, destruction, unauthorized access or processing or actions not in accordance with the purpose of collection. Your Personal Data will be processed by Arashi House's internal staff committed to the confidentiality and duly authorised to do so under their respective job duties.

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5. Transfer and disclosure of data
Whenever necessary and/or instrumental to the above purposes, your Personal Data may be processed on behalf of Arashi House by other entities engaged by Arashi House in the correct and regular pursuit of the described purposes, including:​

• Service Providers: third party service providers, consultants and firms providing advisory and/or consulting activities, or performing related services that are instrumental to data processing on behalf of PRADA, including website analytic services, hosting, transaction and payment processing, promotional campaign management, fraud prevention, shipping of goods, IT maintenance, etc.

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All entrusted parties are bound by a strict confidentiality agreement including a contractual obligation to implement appropriate security measures to protect the Personal Data shared with them and to process such data solely within the scope of the work outsourced.
Arashi House may also disclose specific information when such disclosure appears necessary to comply with the law, a subpoena or other litigation process or to protect the interests or safety of its visitors and customers, Arashi House employees or others.
As Arashi House is part of an international network your Personal Data may be transferred abroad, even temporarily, in accordance with applicable legislation, by adopting all appropriate security measures and safeguards to ensure an adequate level of data protection and security.
Your Personal Data will not be used for third-party advertising purposes or for the promotion of products, services or initiatives by entities other than the Arashi House, nor shall they be disclosed to unknown persons under any circumstances.

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Data communication within Arashi House
Please also note that if you agree to register for the purposes referred to in Section 2, letters (e)-(g), the Personal Data of your profile into the Arashi House customer database will be automatically visible to, and securely shared with, all Arashi House stores globally to provide you with the same quality of service wherever you choose to interact with us around the world (i.e. when you travel and purchase our products or visit our stores). Arashi House will take all appropriate and suitable security and confidentiality measures as required by applicable legislation to ensure an adequate standard of data protection.

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6. Retention period
Your Personal Data will be processed and stored for: (a) as long as required to carry out the purposes for which the Personal Data was collected, (b) in accordance with the storage periods provided for by the applicable laws, or (c) until you revoke your consent to the processing/storage of your Personal Data, if applicable. After the conclusion of such period(s), and where there is no legal or business purpose for retaining your Personal Data, it will be automatically and permanently erased or made anonymous.
In particular, regarding the data processing of registered members into Arashi House customer database:

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• Personal Data of your membership account are kept for a period of 7 years from the date of your last interaction with the Arashi House or otherwise until you withdraw from or cancel your registration in the Arashi House customer database; and

• Purchase details are kept for a period of 7 years from the date of purchase.

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7. Your rights
Please note that you may exercise your rights under the applicable data protection laws, including the right to request information as to whether your Personal Data is being processed and as to the characteristics of the processing, the right to rectification and erasure of your Personal Data, to limitation of the data processing and/or the right to object to the processing, to request the transmission of your Personal Data to another controller, and/or to lodge a complaint with the competent supervisory authority or take legal action if you believe there is non-compliance with the provisions of the applicable laws.
You also have the right to withdraw your consent for the processing of your Personal Data by PRADA at any time, without charge. The withdrawal of your consent will not affect the lawfulness of processing based on your consent before its withdrawal.

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8. Data controller and contacts
The Data Controller, which means the entity who decides on the methods and purposes of the processing of your personal information by determining “why” and “how” your Personal Data is collected and used, is:
Arashi House
Cape Town (South Africa)
Group Data Protection Officer
e-mail: info@arashihouse.com

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For the purposes referred to in Section 2 letters (a) to (c), the Data Controller is the Arashi House entity operating the Arashi stores (online or in your jurisdiction. 

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If you have any requests regarding your Personal Data, have any inquiries regarding this Privacy Policy, or you would like to exercise your rights (including requesting access, correction or erasure of your Personal Data), please contact (free of charge) us by writing to the addresses listed above.

Arashi House reserves the right to amend this Privacy Policy at any time. The Privacy Policy currently in force is the one published on our website.

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Last updated: November 14th, 20​23

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