At Zene & Zoe, accessible through zeneandzoe.com, we respect your privacy and are committed to protecting your personal information.
This Privacy Policy explains what information we collect, how we use and protect it, when we may share it, and the choices and rights available to you.
By using our website, creating an account, placing an order or otherwise providing your information to us, you acknowledge the practices described in this Privacy Policy.
1. Information We Collect
Depending on how you interact with Zene & Zoe, we may collect the following information:
Information You Provide
Name
Billing and delivery address
Email address
Mobile number
Account login information
Order and purchase details
Product preferences, selected sizes and customisation details
Return, exchange and refund information
Photographs or parcel-opening videos submitted for damaged, defective or incorrect-product claims
Reviews, feedback and customer-support communications
Any other information you voluntarily provide to us
Payment Information
Payments may be processed through authorised third-party payment gateways.
Zene & Zoe does not ordinarily store complete debit-card, credit-card, UPI PIN or internet-banking credentials. Payment providers may collect and process payment information according to their own privacy policies and security standards.
Information Collected Automatically
When you visit our website, certain information may be collected automatically, including:
IP address
Browser and device type
Operating system
Website pages viewed
Date and time of access
Referring website or source
Website activity and interaction data
Cookie and similar technology information
Approximate location derived from the IP address
2. How We Use Your Information
We may use personal information to:
Create and manage your customer account
Accept, process and fulfil orders
Confirm payments and prevent payment fraud
Arrange shipping and delivery
Provide order and delivery updates
Process cancellations, returns, exchanges and Store Credits
Respond to customer enquiries and complaints
Verify damaged, defective or incorrect-product claims
Provide product support
Maintain order, payment and transaction records
Improve our products, services and website experience
Personalise your shopping experience
Analyse website traffic, performance and customer preferences
Detect and prevent fraud, misuse and security threats
Send marketing communications where you have consented to receive them
Comply with legal, tax, accounting and regulatory obligations
Establish, exercise or defend legal claims
We will process personal information only for lawful purposes and on an appropriate legal basis, including your consent, information voluntarily provided for a requested service, fulfilment of an order, compliance with law and other permitted uses.
3. Consent and Withdrawal
Where we rely on your consent, it will be requested through clear and affirmative action.
You may withdraw your consent at any time by contacting us at info@zeneandzoe.com or by using an unsubscribe option provided in a marketing message.
Withdrawal of consent will not affect processing already completed lawfully before the withdrawal.
If certain information is required to process or deliver an existing order, withdrawing consent may affect our ability to provide the requested service. We may continue processing information when required or permitted by applicable law.
4. Cookies and Similar Technologies
Our website may use cookies, pixels and similar technologies to:
Keep the website functioning properly
Maintain your shopping cart and login session
Remember your preferences
Understand website usage and performance
Improve website security
Measure advertising effectiveness
Show relevant promotions, where permitted
Some cookies are essential for the operation of the website. Non-essential analytics or advertising cookies will be used in accordance with applicable consent requirements.
You may manage or disable cookies through your browser settings or any cookie-control tool made available on our website. Disabling essential cookies may affect certain website functions.
Service-related communications, such as order confirmations, shipping updates and return information, are not marketing messages and may still be sent when necessary.
6. How We Share Information
We may share necessary personal information with trusted service providers that help us operate our business, including:
Payment gateways and banks
Courier, logistics and delivery partners
Website-hosting and e-commerce providers
Cloud storage and technology-service providers
Customer-support and communication providers
Email, SMS and WhatsApp communication services
Analytics, advertising and marketing providers
Accountants, auditors, insurers and professional advisers
Government, regulatory, judicial or law-enforcement authorities where required by law
These parties receive only the information reasonably required to perform their services and are expected to process it securely and for authorised purposes.
We do not sell or rent your personal information for monetary consideration.
7. Payment Security
Online payments are processed by authorised third-party payment providers.
Although we select service providers that use appropriate security practices, payment information submitted directly to a payment gateway is governed by that provider’s terms and privacy policy.
Please never share your OTP, UPI PIN, card PIN or account password with anyone claiming to represent Zene & Zoe. Our team will never ask you to disclose these confidential credentials.
8. Data Retention
We retain personal information only for as long as it is reasonably required to:
Complete the purpose for which it was collected
Process and maintain order records
Provide customer support
Handle returns, exchanges and disputes
Prevent fraud and misuse
Meet tax, accounting and legal obligations
Establish, exercise or defend legal claims
When information is no longer required, we will delete, anonymise or securely dispose of it, subject to applicable legal-retention requirements.
Photographs and parcel-opening videos submitted for claims will be retained only as long as reasonably necessary to investigate and resolve the claim, prevent fraud, maintain related transaction records or comply with law.
9. Data Security
We use reasonable administrative, technical and organisational safeguards designed to protect personal information from:
Unauthorised access
Loss or misuse
Alteration
Disclosure
Accidental destruction
However, no website, electronic transmission or storage system is completely secure. We cannot guarantee absolute security of information transmitted over the internet.
Customers are responsible for keeping their account passwords confidential and should notify us immediately if they suspect unauthorised access to their account.
If a personal-data breach occurs, we will take reasonable steps to contain and assess it and provide legally required notifications.
10. International Data Processing
Some service providers may process or store information outside India.
Where personal information is transferred internationally, we will take reasonable measures to ensure that it is handled in accordance with applicable Indian law and any restrictions notified by the Government of India.
11. Children’s Privacy
Zene & Zoe sells children’s clothing, but our website and purchasing services are intended for use by adults, parents and lawful guardians.
We do not knowingly request children to create accounts, place orders or independently provide personal information.
If personal information relating to a child is required for a legitimate purpose, such as sizing or product customisation, it must be provided by a parent or lawful guardian. We will process such information only for the relevant purpose and in accordance with applicable law.
We do not knowingly conduct behavioural monitoring of children or direct targeted advertising at children.
If you believe a child has provided personal information without appropriate parental or guardian consent, please contact us at info@zeneandzoe.com so that we can review and delete it where required.
12. Your Rights
Subject to applicable law, you may have the right to:
Request information about the personal data we process
Request access to a summary of your personal information and its processing
Ask us to correct inaccurate or misleading information
Complete incomplete information
Update outdated information
Request erasure of personal information that is no longer required
Withdraw consent where processing is based on consent
Opt out of marketing communications
Raise a complaint or grievance regarding our handling of your information
Nominate another person to exercise your rights in the event of death or incapacity, where applicable
Certain requests may be limited where we must retain or process information to fulfil an order, comply with law, prevent fraud or establish, exercise or defend legal claims.
13. Exercising Your Rights
To exercise a privacy right, email us at info@zeneandzoe.com with the subject line “Privacy Request.”
Please provide:
Your full name
Your registered email address or mobile number
Your order number, where relevant
A clear description of your request
We may request reasonable information to verify your identity before processing the request. Please provide only authentic and accurate information.
We will acknowledge and respond to valid requests within the period required by applicable law.
14. Grievance Redressal
For privacy concerns, complaints or questions, please contact:
Please include the subject line “Privacy Grievance” and provide sufficient details for us to investigate the matter.
We will review the complaint and respond within the period required by applicable law. If you are dissatisfied with our response after using our grievance process, you may approach the appropriate authority or the Data Protection Board of India, where applicable.
15. Third-Party Websites
Our website may contain links to third-party websites, payment providers, social-media platforms or other external services.
We do not control and are not responsible for the privacy, security or content practices of those third parties. Please review their respective privacy policies before providing personal information.
16. Business Transfers
If Zene & Zoe undergoes a merger, acquisition, restructuring, sale or transfer of all or part of its business, personal information may be transferred as part of that transaction.
Any receiving organisation will be required to handle the information in accordance with applicable law and the privacy commitments communicated to you.
17. Legal Disclosure
We may disclose information when reasonably necessary to:
Comply with applicable law, regulation, court order or lawful government request
Investigate or prevent fraud, cyber incidents or illegal activity
Protect the rights, safety and property of Zene & Zoe, our customers or others
Enforce our website terms and business policies
Establish, exercise or defend legal claims
18. Changes to This Privacy Policy
We may update this Privacy Policy periodically to reflect changes in our services, technology, business practices or legal obligations.
The revised policy will be posted on this page with an updated effective date. Material changes may also be communicated by email, website notice or another appropriate method where required.
We encourage you to review this Privacy Policy periodically.
19. Contact Us
If you have questions about this Privacy Policy or how we handle personal information, contact us at:
