Privacy and Security Policy

Your Data: Key Summary

• Lost Universe is the trading name of Lost Universe Limited, who acts as the data controller. That means we’re responsible for all of the information you share with us when shopping on our site.

• We never sell your data on to third parties, and only collect as much as we need to improve your experience, communicate with you, or deliver your orders.

• We make every effort to protect your information and won’t store it for longer than we need to.

• You are in control of any marketing messages we send you. You will always be able to opt out, and we will periodically check that you still want to hear from us. These marketing messages are treated separately from other emails we have to send you, such as order confirmations, shipping updates, feedback requests after your order or customer service messages.

Klarna

In order to be able to offer you Klarna’s payment options, we will pass to Klarna certain aspects of your personal information, such as contact and order details, in order for Klarna to assess whether you qualify for their payment options and to tailor the payment options for you.

 

General information on Klarna you can find  here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in  Klarna’s privacy policy.

 

Website Security

The Lost Universe website has been built on the Shopify platform; Shopify is fully PCI compliant meaning that you can rest easy knowing that your data is secure. Lost Universe uses Shopify Pay to handle transactions and Lost Universe does not store any of your cardholder information.

 

Payment Security

All our credit card data is actually handled directly by Shopify Pay and your issuing bank. Lost Universe at no time actually stores or even has access to your credit card details.  This is in line with PCI regulations and means your credit card security is preserved at all times. Shopify is certified Level 1 PCI DSS compliant for credit card processing which means that it adheres to the highest standards of compliance. 

How we use your data:

Your personal details, including name, email address and contact addresses

We use these to deliver your order to you, to keep you informed of its progress, for fraud prevention and detection, to personalise your web experience, and for customer services purposes. After an order with us, we may also perform market research in the form of a feedback questionnaire with our provider, Reviews.io
With your permission, we may also use this information to keep you up to date about our new products and services, in our referral scheme, or in other marketing messages. If you wish to stop receiving marketing messages, you can either unsubscribe using the link in every marketing email we send or contact our customer services team.

 

Your payment details

We keep a record of the billing address you supply to us as part of our fraud prevention work and for future customer service enquiries, such as to give a refund. If you have paid through a third party payment provider like PayPal, we will keep a record of your email address and the payment reference. For payments with a credit or debit card, we only store the last four digits of your card for fraud and customer service reasons. Because we use Shopify Pay to process our payments, our system never actually has access to your other card details. This is in line with PCI regulations and means your credit card security is preserved at all times.

 

Your contact history

If you contact our customer services team by email or by phone, they may keep a record of this. This is useful for us to personalise the experience with you (so you don’t have to tell us the same things time and time again), to improve your experience, and to carry out staff training so that you can get the best possible service. We may also anonymise and aggregate information and use it to see patterns in our services so that we can improve.

 

Your purchase history
This is important for us to provide good customer support and look after you in the event of any customer service enquiries. We may also use this to personalise your web experience and the emails we send you, and may also anonymise and aggregate the data to find out what products and services you and people like you might like. This helps us to improve our site and deliver a better experience for you. Many products on our site are sold and despatched by 3rd-party suppliers and retailers, therefore full details of your purchase on Lost Universe will be shared with these parties in order to fulfil your order. The details shared with 3rd-party suppliers or retailers will also include order history of products not fulfilled by these parties.

 

Your personal details, including name, email address and contact addresses
We use these to deliver your order to you, to keep you informed of its progress, for fraud prevention and detection, to personalise your web experience, and for customer services purposes. Many products on our site are sold and despatched by 3rd-party suppliers and retailers, therefore these details will be shared with these parties in order to fulfil your order. After an order with us, we may also send you a review request via our provider, Trustpilot.
With your permission, we may also use this information to keep you up to date about our new products and services, in our referral scheme, or in other marketing messages. If you wish to stop receiving marketing messages, you can either unsubscribe using the link in every marketing email we send or contact our customer services team.

 

Information about your device and how you use our site

We may collect information about the devices you shop on, such as your mobile or browser. This not only helps us to improve our website for you, but also means we can get better at giving you a good experience by recognising your preferences and personalising the site for you. It may also be used in fraud prevention to recognise if, for example, a single device has been used with hundreds of different credit cards, allowing us to earmark suspicious behaviour and prevent other people’s cards from being used fraudulently.
We may also collect information about how you move around our website, what you look at or search for, and how you shop. This may be anonymised to make improvements, or through the use of cookies, pixels, advert tags and other digital marketing technologies, may be used to create banners and ads relevant to you. These may be used on our own website or across the wider internet.

 

Your data; your rights:

As a responsible retailer, we want to keep you informed about how we use your information. You have a right to know this, and you should also be able to ask any retailer to detail it. In line with GDPR guidelines, you have a right to request details about the data we have on you, the right to request we correct any inaccurate personal information, the right to no longer receive direct marketing messages and the right to have some or all of your data forgotten or deleted.
If you have any questions about these rights, please contact us via help@lostuniverse.com.