Privacy Policy
Effective Date: February 24, 2025
1. Introduction
This Privacy Policy forms an integral part of the Terms and Conditions of the online shop at www.ohcharlie.eu and governs the processing of personal data by the shop’s operators. It explains how we collect, use, protect, and share your personal data in compliance with applicable laws.
2. Data Controllers
2.1 For Orders in Poland
- Oh Charlie Sp. z o.o.
- Address: Ul. Poleczki 12 / D, 02-822 Warszawa, Poland
- NIP: 9512531946, REGON: 520798219, KRS: 0000941723
- Contact: info@ohcharlie.eu
2.2 For Orders Outside Poland
- Charlie & Co Sp. z o.o.
- Address: Ul. Poleczki 12 / D, 02-822 Warszawa, Poland
- NIP: 9512614135, REGON: 54077426100000, KRS: 0001152548
- Contact: info@ohcharlie.eu
Both companies (collectively referred to as “we,” “us,” or the “Controller”) process personal data in accordance with the General Data Protection Regulation (GDPR) (EU Regulation 2016/679) and applicable Polish data protection laws.
3. Purposes and Legal Basis for Processing
3.1 Purposes
We process your personal data to:
- Fulfill and manage your orders (e.g., processing payments, arranging delivery);
- Provide customer support and respond to inquiries;
- Ensure the proper functioning of the website and improve user experience;
- Send marketing communications (with your explicit consent);
- Comply with legal obligations (e.g., tax or accounting requirements).
3.2 Legal Basis
- Contract Performance (GDPR Art. 6(1)(b)): Processing is necessary to execute the contract between you and us (e.g., order fulfillment).
- Consent (GDPR Art. 6(1)(a)): For optional purposes like marketing, where you have given explicit consent.
- Legitimate Interests (GDPR Art. 6(1)(f)): For improving our services or fraud prevention, provided it does not override your rights.
- Legal Obligation (GDPR Art. 6(1)(c)): To meet regulatory requirements.
4. Data Collected
4.1 Data Provided by You
We collect data you voluntarily provide during registration, ordering, or contacting us, including:
- First name and surname;
- E-mail address;
- Telephone number;
- Delivery address;
- Payment details (processed securely via payment providers);
- Optional comments or preferences.
4.2 Automatically Collected Data
We collect data through your use of the website, such as:
- IP address;
- Browser type and settings;
- Device information;
- Cookies and usage data (see Section 8).
5. Data Sharing
5.1 Third Parties
We may share your data with:
- Delivery companies (e.g., couriers) to fulfill orders;
- Payment service providers (e.g., PayPal, banks) to process transactions;
- IT service providers for website maintenance and hosting;
- Legal or regulatory authorities, if required by law.
5.2 Conditions
- Data is shared only to the extent necessary and with entities bound by confidentiality or data protection agreements.
- We do not sell or rent your personal data to third parties for marketing purposes.
5.3 International Transfers
For international orders processed by Charlie & Co Sp. z o.o., data may be transferred outside the European Economic Area (EEA). Such transfers will comply with GDPR safeguards (e.g., Standard Contractual Clauses).
6. Your Rights
Under GDPR, you have the following rights regarding your personal data:
- Access: Request a copy of your data.
- Rectification: Correct inaccurate or incomplete data.
- Erasure (“Right to be Forgotten”): Request deletion of your data, subject to legal exceptions.
- Restriction: Limit how we process your data in certain cases.
- Portability: Receive your data in a structured, machine-readable format.
- Objection: Object to processing based on legitimate interests or for direct marketing.
- Withdraw Consent: Revoke consent at any time where processing relies on it (e.g., marketing).
To exercise these rights, contact us at info@ohcharlie.eu (mailto:info@ohcharlie.eu). We will respond within 30 days, extendable in complex cases.
7. Data Retention
- Order Data: Retained for 5 years to comply with Polish tax and accounting laws, unless longer retention is legally required.
- Account Data: Retained until you request deletion or your account becomes inactive for 2 years.
- Marketing Data: Retained until you withdraw consent.
- After these periods, data is securely deleted or anonymized unless further retention is justified.
8. Cookies and Tracking Technologies
8.1 What Are Cookies?
Cookies are small text files stored on your device to enhance website functionality and user experience. They may include a unique identifier, the website’s name, and an expiration period.
8.2 Types of Cookies We Use
- Essential Cookies: Necessary for website operation (e.g., managing your shopping cart).
- Session Cookies: Temporary files deleted when you close your browser.
- Persistent Cookies: Remain on your device until expiration or manual deletion, used to remember preferences.
- Analytics Cookies: Track site usage to improve performance (anonymized data only).
8.3 Consent
- We use cookies based on your explicit consent, obtained via a cookie banner on your first visit.
- You can manage cookie preferences through your browser settings or our cookie management tool. Refusing non-essential cookies will not affect your ability to shop.
8.4 Purpose
Cookies help us:
- Remember cart contents and login details;
- Personalize your experience (e.g., layout preferences);
- Analyze site usage for improvements.
9. Data Security
We implement technical and organizational measures to protect your data, including:
- Encryption of sensitive data (e.g., payment details);
- Secure servers and access controls;
- Regular security audits.
Despite these efforts, no online system is fully immune to risks. We will notify you and authorities of any data breach as required by law.
10. Account Management
10.1 Data Accuracy
If we suspect your registration data is inaccurate or outdated, we may:
- Contact you to update or correct it;
- Temporarily suspend your account until resolved.
10.2 Account Deletion
- You may request account deletion by emailing info@ohcharlie.eu (mailto:info@ohcharlie.eu).
- Deletion of data essential to contract performance (e.g., orders) will terminate your account. Confirmation will be sent to your registered e-mail.
11. Unlawful Use
- You may not use others’ personal data (e.g., photos) without their consent for marketing or other purposes on our platform.
- We are not liable for unlawful user actions unless we were aware and failed to act. Upon discovering violations, we will take steps to mitigate harm.
12. Complaints
If you believe your data rights have been violated, you may:
- Contact us at info@ohcharlie.eu (mailto:info@ohcharlie.eu);
- Lodge a complaint with the Polish Data Protection Authority (Urząd Ochrony Danych Osobowych, ul. Stawki 2, 00-193 Warszawa) or your local supervisory authority.
13. Updates to This Policy
We may update this Privacy Policy to reflect legal or operational changes. You will be notified via e-mail or a website notice. Updates apply only to data collected after the effective date, unless required by law.
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Delivery
Group 0 (Poland)
- small parcels (eg: harnesses, flies, leash, two small things ):
- standard carrier - 14 pln
- InPost Paczkomat - 13 pln
- C.O.D. - 18 pln
- large parcels (beds, car seats, doghouses, but also two large products or a large product + small product, etc)
- delivery 1-2 working days
- 18 pln
- C.O.D. - 22 zł
Group A ( Czech Rep. )
Small size - 55 PLN / 12 EUR
Large size - 60 PLN / 13 EUR
Group B ( France, Netherlands , Latvia, Slovakia , Belgium , Denmark, Estonia, Lithuania , Germany, Hungary, Italy , Austria, Croatia, Luxembourg, Slovenia, Romania , Sweden, Estonia)
Small size - 65 PLN / 15 EUR
Large size - 80 PLN / 18 EUR
Group C (Spain, Portugal, Greece, Sweden, United Kingdom, Bulgaria, Finland, Scotland, Wales , Ireland)
Small size - 99 PLN / 23 EUR
Large size - 145 PLN / 32 EU
Group E (Australia , Switzerland , United States (USA), Chile , Peru , Japan, South Korea , China, Belarus , Ukraine, Turkey, Tunisia, Russia , Mexico , Brazil , Bahrain , Montenegro, Canada, Singapore, Cyprus, Malta, Iceland, Israel, Liechtenstein , Macedonia, Norway, United Arab Emirates)
- before finalizing your purchase, you get the confirmation of the shipping cost
If the parcel is not collected by the Client, all the costs of returning and re-sending the parcel are covered by the Buyer.
In case of exchanging or returning the purchased goods, the cost of re-sending is borne by the Buyer.
International shipments - please contact us at info@ohcharlie.eu to determine individual shipping costs.
Exchanges and returns
All products offered in the online shop www.ohcharlie.eu are covered by a one-year warranty (not resulting from the natural destruction of the product associated with its use).
The customer, in accordance with the law, may cancel the purchase within 14 working days from the date of delivery of the goods.
In the case of a complaint resulting from the delivery of a product that does not comply with the description or is damaged through the fault of the shop, it is possible to exchange the damaged product for a new undamaged one if the product is still available in our offer, or to exchange it for another product at a similar price or to refund the money.
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Online Shop Terms and Conditions
Effective Date: February 24, 2025
1. General Provisions
1.1 Operating Companies
This online shop is operated by:
- Oh Charlie Sp. z o.o., located at Ul. Poleczki 12 / D, 02-822 Warszawa, Poland, NIP: 9512531946, REGON: 520798219, KRS: 0000941723 – responsible for processing orders placed within Poland.
- Charlie & Co Sp. z o.o., located at Ul. Poleczki 12 / D, 02-822 Warszawa, Poland, NIP: 9512614135, REGON: 540774261, KRS: 0001152548 – responsible for processing orders placed from outside Poland.
1.2 Scope of Operations
The shop delivers orders within Poland and across Europe.
1.3 Technical Requirements
To use the shop’s services, customers must have:
- Internet access and a compatible web browser;
- Acceptance of cookies enabled;
- A valid e-mail address.
1.4 Operating Hours
- Orders can be placed 24/7 throughout the year.
- Customer service operates Monday to Friday, 9:00–17:00 (CET), excluding Polish public holidays.
2. Pricing and Orders
2.1 Pricing
- For orders processed by Oh Charlie Sp. z o.o. (Poland), prices are in Polish Zloty (PLN).
- For orders processed by Charlie & Co Sp. z o.o. (international), prices are in Euro (EUR).
- Prices displayed next to products are binding at the time of order placement.
- The final order price includes the product cost, delivery fees, and any applicable taxes, as calculated at checkout.
2.2 Minimum Order
There is no minimum order amount.
2.3 Order Process
- At checkout, customers can modify their basket (adjust quantities, remove items, or clear it) and view the total order value.
- To place an order, customers must provide:
- First name, surname, telephone number, and e-mail address;
- Delivery address and recipient details;
- Optional: additional remarks or consent to receive marketing communications.
- After submission, customers receive an e-mail confirmation with order details.
3. Order Fulfillment
3.1 Product Availability
- Orders are fulfilled subject to stock availability.
- If a product is unavailable, customers will be notified and offered alternatives or a refund.
3.2 Withdrawal by the Shop
- If a product is permanently unavailable, the shop may withdraw from the contract within 30 days of order placement.
- If payment has been made, a refund will be issued within 14 days of withdrawal notification.
3.3 Temporary Unavailability
- If a product is temporarily unavailable, the shop may offer a substitute of equal quality and price.
- Customers may decline the substitute and request a refund.
4. Promotions
4.1 Conditions
- Promotions are limited to available stock and cannot be combined unless explicitly stated.
- Free promotional items are not eligible for exchange or complaints.
4.2 Order Refusal
- The shop reserves the right to refuse or cancel orders from customers with unpaid or uncollected prior orders.
5. Delivery
5.1 Delivery Costs
- Delivery costs are included in the final order price and specified at checkout.
- Available options:
- Courier delivery (bank transfer): Flat fee as stated on the website.
- Courier delivery (cash on delivery): Flat fee as stated on the website.
- Orders exceeding 500 PLN qualify for free shipping within Poland.
5.2 Custom Orders
- Custom-made products incur an additional 20% fee, calculated at checkout.
5.3 Inspection
- Customers must inspect packages upon receipt in the courier’s presence.
- If damage is detected, a damage report must be completed with the courier using the provided form.
5.4 International Orders
- For orders outside Poland, customers are responsible for any customs duties, taxes, or import fees, where applicable.
6. Payment Methods
6.1 Options
Payments can be made via:
- Bank transfer;
- Cash on delivery;
- PayPal;
- Bitcoin (subject to transaction confirmation).
6.2 Currency
- Payments for Polish orders are processed in PLN.
- Payments for international orders are processed in EUR.
7. Returns and Withdrawal
7.1 Right of Withdrawal
- Under Polish and EU consumer law, customers may withdraw from a contract within 14 days of receiving their order without stating a reason.
- Withdrawal must be submitted in writing (e.g., via e-mail to info@ohcharlie.eu or by mail). Sending the declaration before the deadline is sufficient.
7.2 Return Process
- Return shipping costs are borne by the customer unless the product is defective.
- Returns should be sent to:
- Polish orders: Oh Charlie Sp. z o.o., Ul. Poleczki 12 / D, 02-822 Warszawa, Poland.
- International orders: Charlie & Co Sp. z o.o., Ul. Poleczki 12 / D, 02-822 Warszawa, Poland.
- Products must be unused, in original packaging, and in the same condition as received.
7.3 Refund
- Refunds will be issued within 14 days of receiving the returned goods.
8. Complaints and Warranty
8.1 Seller Liability
- Products are covered by a 24-month warranty for non-compliance with the contract under Polish law.
8.2 Complaint Procedure
- Complaints must be submitted in writing via:
- E-mail: info@ohcharlie.eu;
- Mail: To the respective company handling the order (see Section 1.1).
- Complaints must include: order number, purchase date, defect description, date of defect discovery, and customer contact details.
8.3 Resolution
- Complaints will be reviewed within 14 days of receipt.
- If valid, the shop will repair, replace, or refund the product. If repair or replacement is not possible, a refund will be issued.
- Return shipping costs for approved complaints are covered by the shop.
8.4 Notification
- Customers will be informed of the complaint outcome via e-mail or their provided mailing address.
9. Personal Data Protection
9.1 Policy
- Personal data is processed in accordance with the General Data Protection Regulation (GDPR) and Polish data protection laws.
- For details, refer to the shop’s Privacy Policy available on the website.
9.2 Purpose
- Data is collected solely for order processing, delivery, and optional marketing purposes (if consent is given).
10. Final Provisions
10.1 Governing Law
- These Terms and Conditions are governed by Polish law. Disputes will be resolved under Polish jurisdiction unless otherwise required by EU consumer law for international orders.
10.2 Amendments
- The shop reserves the right to update these Terms and Conditions. Customers will be notified of changes via e-mail or the website.
- Amendments apply only to orders placed after the effective date of the change.
10.3 Unregulated Matters
- Any matters not covered herein are subject to applicable Polish and EU consumer protection laws.
Write or call us.