Privacy Policy

Neuhaus Zen Ltd

Last updated: January 2026

Neuhaus Zen Ltd ("Neuhaus Zen", "we", "us", "our") respects your privacy and is committed to protecting your personal data. This privacy policy explains how we collect, use, and protect your information when you visit www.neuhauszen.com and purchase our products.

Neuhaus Zen Ltd is a company registered in the United Kingdom and operates in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations (PECR).

1. Who We Are

Neuhaus Zen Ltd
71–75 Shelton Street
Covent Garden
London WC2H 9JQ
United Kingdom

Email: customer.care@neuhauszen.com
Phone: +44 7398 860602

We are the data controller responsible for your personal data.

2. The Personal Data We Collect

We may collect and process the following categories of personal data:

Information You Provide Directly

  • Name

  • Billing and shipping address

  • Email address

  • Phone number (including mobile number)

  • Account login details

  • Purchase and order history

  • Customer service communications

  • Marketing preferences

Payment Information

Payments are processed securely by third-party payment providers. We do not store full card details.

Information Collected Automatically

When you visit our website, we may automatically collect:

  • IP address

  • Browser type and version

  • Device type and operating system

  • Pages visited and browsing behaviour

  • Referring website

  • Time zone and general location (based on IP)

This data is collected using cookies, pixels, and similar tracking technologies.

3. How We Use Your Personal Data

We use your personal data to:

  • Process and deliver your orders

  • Manage payments, refunds, and returns

  • Provide customer support

  • Send service-related communications (order confirmations, delivery updates)

  • Improve our website, products, and customer experience

  • Detect and prevent fraud

  • Comply with legal obligations

Marketing Communications

With your consent (where required), we may send you:

  • Email marketing

  • SMS/text message marketing

  • Promotions, product launches, and wellness content

You can opt out at any time using the unsubscribe link in emails or by replying STOP to SMS messages.

4. SMS & Mobile Messaging Communications

If you provide your mobile number and consent to receive SMS marketing, Neuhaus Zen may send you:

  • Promotional offers and product updates

  • Wellness and brand content

  • Order and delivery updates

  • Cart reminder messages

Message frequency may vary. Message and data rates may apply depending on your mobile provider.

You can opt out of marketing text messages at any time by replying STOP. For help, reply HELP or contact us at customer.care@neuhauszen.com.

Consent to receive marketing text messages is not a condition of purchase.

5. Legal Bases for Processing

Under UK GDPR, we rely on the following legal bases:

  • Contract – to fulfil orders and provide services

  • Consent – for email and SMS marketing

  • Legitimate interests – to improve our services, prevent fraud, and understand customer behaviour

  • Legal obligation – to comply with tax, accounting, and legal requirements

You can withdraw consent at any time.

6. Sharing Your Personal Data

We only share your data with trusted service providers who help us operate our business, including:

  • E-commerce and website hosting providers

  • Payment processors

  • Delivery and logistics companies

  • Email and SMS marketing platforms (e.g., Klaviyo)

  • Analytics and advertising platforms

These providers may only process your data on our instructions and must keep it secure.

We do not sell your personal data.

7. International Data Transfers

Some of our service providers may process data outside the UK. Where this happens, we ensure appropriate safeguards are in place, such as:

  • UK International Data Transfer Agreements

  • Standard Contractual Clauses

8. Cookies & Tracking Technologies

We use cookies and similar technologies to:

  • Make our website function properly

  • Remember your preferences

  • Understand site performance

  • Deliver relevant advertising

You can manage cookie preferences through your browser or our cookie banner.

9. Data Retention

We keep your personal data only as long as necessary to:

  • Fulfil orders

  • Comply with legal obligations

  • Resolve disputes

  • Enforce our agreements

When data is no longer needed, we securely delete or anonymise it.

10. Data Security

We use appropriate technical and organisational security measures to protect your data. However, no system can be guaranteed 100% secure.

11. Children’s Privacy

Our website is not intended for individuals under 18. We do not knowingly collect data from children.

12. Your Data Protection Rights

Under UK GDPR, you have the right to:

  • Access your personal data

  • Correct inaccurate data

  • Request deletion

  • Restrict processing

  • Object to processing

  • Request data portability

To exercise your rights, contact: customer.care@neuhauszen.com

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO):
https://www.ico.org.uk

13. Updates to This Policy

We may update this privacy policy from time to time. Updates will be posted on this page with a new “Last updated” date.

MOBILE SMS MARKETING

When you provide your mobile phone number and opt in to receive SMS marketing from Neuhaus Zen, you agree to receive recurring promotional and informational text messages. These may include offers, product updates, and wellness content. Message frequency varies. Message and data rates may apply. Consent is not a condition of purchase. You can opt out at any time by replying STOP, or reply HELP for assistance.

SMS ABANDONED CART

If you add items to your cart and provide your phone number during checkout but do not complete your purchase, we may send you a reminder text message about your cart. These messages are only sent to users who have consented to receive SMS marketing. You may opt out at any time by replying STOP.

THIRD-PARTY DATA SHARING FOR SMS

We use third-party service providers, such as Klaviyo, to deliver SMS communications. When you opt in to SMS marketing, your phone number and interaction data may be shared securely with these providers solely for the purpose of sending messages on our behalf. These providers are not permitted to use your information for their own marketing.

RE-ENGAGEMENT & TRACKING

We may track interactions with our SMS messages, such as link clicks and purchase activity, to measure campaign performance and improve our communications. This helps us send more relevant messages and reduce unwanted messaging.

LOCATION INFORMATION

We may use general location information (such as country or city based on IP address) to send regionally relevant messages or prevent fraud. We do not collect precise GPS location data through SMS marketing.