Personal information we collect
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.
We collect Device Information using the following technologies:
- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
- “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.
Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers [[INSERT ANY OTHER PAYMENT TYPES ACCEPTED]]), email address, and phone number. We refer to this information as “Order Information”.
[[INSERT ANY OTHER INFORMATION YOU COLLECT: OFFLINE DATA, PURCHASED MARKETING DATA/LISTS]]
When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.
How do we use your personal information?
We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
- Communicate with you;
- Screen our orders for potential risk or fraud; and
- When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
- [[INSERT OTHER USES OF ORDER INFORMATION]]
We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).
[[INSERT OTHER USES OF DEVICE INFORMATION, INCLUDING: ADVERTISING/RETARGETING]]
Sharing you personal Information
We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
Behavioural advertising
As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.
You can opt out of targeted advertising by using the links below:
- Facebook: https://www.facebook.com/settings/?tab=ads
- Google: https://www.google.com/settings/ads/anonymous
- Bing: https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads
- [[INCLUDE OPT-OUT LINKS FROM WHICHEVER SERVICES BEING USED]]
Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.
Do not track
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.
Your rights
If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.
Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.
Data retention
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.
Changes
We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.
Contact us
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e‑mail at orders@rokaelbeauty.com or by mail using the details provided below:
Rokael Beauty
[Re: Privacy Compliance Officer]
Rokael Beauty, 6311 Van Nuys Blvd, Van Nuys CA 91401, United States
Shipping + Return Policy
How can I correct my shipping address?
Do you ship Internationally
Yes, we ship to many countries worldwide. Please check our shipping policy page for the list of available countries and shipping rates.
How can I track my order?
You will receive a shipping confirmation email with a tracking number once your order has been processed. Please allow up to 48 hours for the tracking number to become active.
What should I do if my package is lost or damaged?
If your package is confirmed delivered by the mail carrier but is lost or stolen, please contact your local post office or mail carrier to file a claim and initiate an investigation as soon as possible.
How much does shipping cost?
Shipping costs vary based on your location and the shipping method selected. You can view the shipping rates during the checkout process.
Do you offer free shipping?
Yes, we offer free standard shipping on orders over $75 within the United States.
What is your return policy?
For sanitary purposes, we cannot accept returns at this time. All sales are final. Our lashes are not eligible for refunds or exchanges.
What are your international shipping rates and delivery times?
International shipping rates vary based on distance and weight. Please allow up to 3 business days for processing and 5-20 business days for delivery, depending on your location. Note that Customs processing time may cause delays.
Are there any additional fees for international orders?
Customs and import fees may apply to some international orders. These fees vary by country and order value and are the customer's responsibility. We cannot lower the invoice value or mark orders as gifts.
What happens if I provide incorrect shipping information?
We are not responsible for lost packages due to incorrect shipping information. If a package is returned to us, we will issue a refund for the order, excluding shipping fees. The customer is responsible for any redelivery fees.
Can I return or exchange sale items?
Sale items, including those sold with a promotional code or marked down in price, are final sale and cannot be returned or exchanged.
What should I do if I receive a defective or damaged product?
If you receive a defective or damaged product, notify us via e-mail at orders@rokaebeauty.com within 7 business days of receiving your order to be eligible for a refund. Products must not be worn or altered to qualify.
Are shipping costs refundable?
Shipping costs are non-refundable. If a package is returned due to incorrect shipping information, only the product cost will be refunded, not the shipping fees.
What should I do if my order is missing items?
If your order is missing items, please contact our customer service team at orders@rokaelbeauty.com within 7 days of receiving your order.
How long does it take to process a refund for a defective product?
Once we receive the defective product, we will process your refund within 5-7 business days. You will receive a confirmation email once the refund has been processed.
How can I contact customer service for further assistance?
For any questions or assistance, please contact our customer service team at orders@rokaelbeauty.com. We aim to respond within 24-48 hours during business hours.