Privacy policy

Effective date: 21 August 2025

This Privacy Policy explains how Maison de Sérène ("Maison de Sérène", "we", "us", or "our") collects, uses, discloses, and protects your personal information when you visit our website, shop with us online or in-store, contact us, or interact with our marketing and events. We take inspiration from industry best practices adopted by leading luxury perfume houses and apply them with care to protect your privacy.

1. Who we are

Data Controller: Maison de Sérène
Store location: Parkson, Vientiane, Lao PDR
Trading name/website: maisondeserene
Contact: +856 20 58 880 909 (WhatsApp available) · contact@maisondeserene.com

If you have questions about this policy or how we handle your data, contact us using the details above.

2. Scope

This policy applies to personal information we collect:

  • On our website(s), mobile experiences, and official social media pages;

  • In our Parkson Vientiane boutique and pop‑up counters (including CCTV where signposted);

  • Through customer service channels (phone, messaging apps, email);

  • During events, sampling activations, or loyalty/CRM programs.

This policy does not cover third‑party websites or services we do not control.

3. The information we collect

3.1 Information you provide directly

  • Identity & contact: name, salutation, email, phone/WhatsApp, billing and shipping address.

  • Profile & preferences: fragrance families you like, notes you dislike, product interests, wishlists, shade/finish preferences for ancillary products, survey responses.

  • Transactions: items purchased, order value, payment method (tokenized by our payment providers), gift messages, returns.

  • Communications: messages you send us, customer service recordings/notes (where permitted).

  • Event & CRM data: RSVPs, attendance, sampling history, personalized consultations, loyalty membership details.

  • User‑generated content: reviews, ratings, photos, or social tags you share with us.

3.2 Information we collect automatically

  • Device & usage: IP address, browser type, device identifiers, pages viewed, time on site, referring/exit pages, and interactions.

  • Cookies & similar technologies: pixels, tags, SDKs (see Section 9).

  • In‑store CCTV: images recorded for security and loss‑prevention (where signposted).

3.3 Information from third parties

  • Payment providers: status of payment (authorized/settled/declined), fraud scores.

  • Delivery partners: shipment status and proof of delivery.

  • Marketing/analytics partners: aggregated campaign performance and audience insights.

  • Social platforms: if you interact with our pages or use social login/links.

We do not knowingly collect information about children under the age where parental consent is required in your country. See Section 13.

4. How we use your information

We use your information to:

  • Fulfil orders and provide services: process payments, arrange shipping/returns, provide receipts and support.

  • Personalize experiences: recommend fragrances, remember your preferences, tailor content and offers.

  • Communicate with you: send service emails (order updates, security alerts), respond to inquiries, and—if you opt in—send marketing by email, SMS/WhatsApp, or push.

  • Run our business: analytics, reporting, product development, quality assurance, training, and auditing.

  • Protect our brand and customers: fraud prevention, security monitoring (including CCTV in store), and legal compliance.

  • Host events & loyalty: manage RSVPs, guest lists, sampling, rewards, and exclusive experiences.

5. Legal bases for processing (where applicable)

Depending on your location, we process personal information under one or more of the following legal bases:

  • Contract: to provide the products/services you requested.

  • Consent: for non‑essential cookies, direct marketing, certain profiling, and where required by law.

  • Legitimate interests: to secure our services, prevent fraud, understand how customers use our products, and improve our offerings (balanced against your rights).

  • Legal obligation: to keep tax and accounting records, respond to lawful requests, or meet regulatory requirements.

6. Sharing your information

We share personal information only as needed with:

  • Service providers/Processors: e‑commerce platform and hosting, payment gateways, fraud prevention, customer support tools, email/SMS services, analytics, and advertising partners who act on our instructions.

  • Delivery and logistics partners: to ship your orders and handle returns.

  • Professional advisors: auditors, legal counsel, accountants.

  • Authorities: where required by law, to protect rights, safety, or prevent fraud.

  • Business transfers: as part of a merger, acquisition, or asset sale, subject to appropriate safeguards.

We do not sell your personal information. When we work with advertising partners, we seek to use privacy‑enhancing controls (e.g., hashed audiences, limited data retention) where available.

7. International transfers

Our store infrastructure and certain providers may be located outside your country. Where laws require it, we implement appropriate safeguards (such as contractual clauses) to protect your information when it is transferred internationally.

8. Retention

We keep personal information only as long as necessary for the purposes set out in this policy, including to comply with our legal obligations and resolve disputes. Typical periods:

  • Orders & invoices: up to 7 years (tax/accounting).

  • Customer service records: 3 years after last interaction.

  • Marketing preferences: until you unsubscribe or after 24 months of inactivity.

  • Event & CRM profiles: 24 months after last activity, unless you remain an active client.

  • CCTV: typically 30–90 days, unless incident investigation requires longer.

9. Cookies and similar technologies

We use cookies, pixels, and SDKs to make our site work, measure performance, remember choices, and deliver relevant marketing. Categories include:

  • Strictly necessary (e.g., cart, checkout, security);

  • Performance/analytics (e.g., page metrics, error diagnostics);

  • Functional (e.g., language, region, saved items);

  • Advertising/retargeting (e.g., measuring campaign effectiveness).

You can manage preferences via our cookie banner (where available) or your browser settings. Disabling certain cookies may affect site functionality.

10. Marketing communications

With your consent where required, we may send you emails, SMS/WhatsApp messages, or push notifications about products, launches, events, and offers. You can opt out at any time by using the unsubscribe link, replying STOP to SMS/WhatsApp, or contacting us at contact@maisondeserene.com. We may still send non‑promotional service messages (e.g., order updates).

11. Profiling and automated decisions

To provide a luxury and personalized experience, we may analyze your interactions (for example, purchase history or fragrance preferences) to tailor recommendations or invitations. We do not make decisions that produce legal or similarly significant effects solely by automated means without human review.

12. Security

We apply administrative, technical, and physical safeguards designed to protect personal information against unauthorized access, loss, misuse, or alteration. No system is 100% secure; please use unique, strong passwords and notify us immediately if you suspect any unauthorized activity.

13. Children’s privacy

Our services are not directed to children, and we do not knowingly collect personal information from individuals below the age requiring parental consent in their jurisdiction. If you believe a child has provided information to us, contact us and we will take appropriate steps to delete such data where required.

14. Your rights

Depending on your location, you may have rights to:

  • Access the personal information we hold about you;

  • Correct inaccurate or incomplete data;

  • Delete your information;

  • Object to or restrict certain processing (including for direct marketing);

  • Withdraw consent at any time where processing is based on consent;

  • Portability of certain data in a structured, commonly used format.

To exercise these rights, email contact@maisondeserene.com or message us on +856 20 58 880 909. We may need to verify your identity before responding.

15. Third‑party sites and social media

Our site may include links to third‑party sites or features (e.g., social plugins). Their privacy practices are governed by their own policies, not this one. Please review those policies before sharing information.

16. Changes to this policy

We may update this Privacy Policy from time to time. We will post the updated version and revise the Effective date above. Material changes may be communicated by additional notice.

17. How to contact us

Maison de Sérène
Parkson, Vientiane, Lao PDR
Phone/WhatsApp: +856 20 58 880 909
Email: contact@maisondeserene.com

If you are not satisfied with our response, you may have the right to raise a complaint with your local data protection authority, where applicable.