Privacy Policy

Introduction

Welcome to the Privacy Policy of SoleMate. Our commitment to integrity extends from the ethical sourcing of our leathers to the meticulous protection of your personal information. This policy details how we collect, use, protect, and handle your personal data when you purchase a pair of shoes from our collections, engage in a custom order, or interact with our customer support and recrafting services. Your trust is the foundation upon which we stand, and we are dedicated to safeguarding your data with the utmost seriousness, security, and care.

Information We Collect

To provide our exceptional footwear and highly personalized services, we may collect and process the following categories of information:

• Customer Contact & Delivery Details: Your full name, email address, telephone number, and secure physical shipping address(es). These are essential for fulfilling your order, arranging secure delivery, and maintaining clear communication.
• Purchase History: Records of your past purchases, including styles, sizes, colorways, materials, and purchase dates. This allows us to provide a seamless and historically aware customer experience, understanding your preferences and fit over time, and enabling us to offer better recommendations.
• Custom Order & Personalization Details: For bespoke creations or personalizations, we may collect specific information you choose to share, such as precise fit measurements (foot tracings or scans), material preferences, monogram initials, or significant dates. We treat this information with the highest level of confidentiality as it is integral to crafting your perfect pair.
• Payment Information: Your payment details are processed securely by our certified, PCI-compliant payment gateways. SoleMate does not store your full credit card number or CVC code on our servers. We only retain encrypted transaction identifiers for record-keeping and to facilitate returns or exchanges.
• Fitting & Consultation Records: Notes and records from your interactions with our fit specialists and design consultants, whether in-store or online. This data is used solely to ensure your fit and style vision is perfectly captured and executed. All such records are stored securely and treated as confidential.
• Recipient Information: If you purchase a pair of shoes as a gift for another person, we will collect their name and delivery details for the sole purpose of fulfilling that specific order and ensuring a delightful unboxing experience.
• Corporate & Team Outfitting Details: For our corporate clients, we may collect information such as company name, business address, and contact details of relevant personnel for account management and fulfilling team outfitting orders.
• Technical Data: Your IP address, browser type, and device information when you visit our website. This is collected for security, fraud prevention, and to optimize the performance and usability of our online store.
• Website Usage Analytics: Anonymized data collected via cookies and similar technologies to improve our website's functionality, user experience, and the curation of our online collections. This helps us understand which styles are most popular and how to make your shopping experience smoother.
• Client Feedback: Reviews, testimonials, survey responses, and other feedback you provide to our team. This valuable information helps us to continually refine our craft, improve our products, and elevate our service.

How We Use Your Information

Your data is essential for us to perform the following core functions of our brand:

• To process, fulfill, and arrange secure, trackable delivery of your footwear orders.
• To design, create, and manage the entire lifecycle of a custom footwear order, from initial consultation to final fitting and delivery.
• To manage your customer account, providing access to your order history and simplifying future purchases.
• To improve our footwear collections, construction techniques, and customer services based on interactions and feedback.
• To communicate with you regarding the status of your order, shipping updates, and (with your explicit consent) news about new arrivals, exclusive offers, or events.
• To provide swift and knowledgeable customer support and aftercare, including handling returns, exchanges, recrafting services, and warranty claims.
• To prevent fraudulent activity and ensure the security of our customers and our digital platforms.
• To comply with all applicable legal, financial, and industry-specific record-keeping obligations.

Data Security

We implement rigorous, state-of-the-art security measures to protect all customer data. This includes end-to-end SSL/TLS encryption for all data transmitted via our website, secure cloud infrastructure with advanced threat detection, and strictly limited, role-based internal access to sensitive information. We apply heightened security protocols for sensitive custom order details, ensuring they are encrypted at rest and in transit and accessible only to the dedicated team of consultants and artisans working on your pair. All personal details are treated with the utmost confidentiality.

Data Sharing

To fulfill our services, we share necessary information with a small circle of essential, trusted partners who are bound by strict confidentiality and non-disclosure agreements. These include: our third-party payment processors who securely handle transactions; our global logistics and delivery partners (e.g., DHL, FedEx) who transport your order to you; and our specialized recrafting partners who perform authorized repairs. We only provide these partners with the specific information required to perform their designated service. We may be required to disclose certain data to regulatory or law enforcement authorities if compelled by a legal order. We will never sell or rent your personal data to any third party for marketing purposes.

Your Rights

As a valued customer of SoleMate, you have the right to:

• Request access to the personal data and purchase history we hold about you.
• Update or correct your personal information at any time through your online account or by contacting our customer support team.
• Request the deletion of your account and personal data, subject to our legal and financial obligations to maintain certain transactional records for a specified period.
• Opt out of promotional marketing communications by using the "unsubscribe" link provided in every email or by changing your account preferences.
• Manage your cookie preferences through your web browser's settings or our cookie consent banner.
• Continue to receive essential service-related communications (such as order confirmations and shipping alerts) even if you opt out of marketing emails.

Changes to Our Policy

We may update this Privacy Policy from time to time to reflect changes in our business practices or for other operational, legal, or regulatory reasons. Any significant revisions will be communicated to our customers via email or a prominent notification on our website. The "Last Updated" date at the top of this policy will always reflect the latest version. Your continued use of our services after such changes constitutes your acceptance of the new policy.