Privacy policy
We collect what we need to run your orders and make the shop better. We never sell your personal information for money.
About this policy
plump.com is operated by Sequence Research Group LLC ("plump", "we", "us" or "our"). This policy explains how we collect, use and disclose your personal information when you visit or shop at plump.com, take our skin quiz, subscribe to auto-refills, sign up for emails or texts, or otherwise contact us (together, the "Services").
If there's a conflict between our Terms of Service and this policy, this policy controls for how we handle your personal information.
What we collect
- Contact details: your name, email address, phone number, and billing and shipping addresses.
- Order and subscription details: what you buy, return or cancel, your auto-refill schedule and settings, and your order history.
- Payment information: handled by Shopify and our payment providers. We see the card type and last four digits, never your full card number.
- Skin quiz answers: your age range, skin concerns and routine, which we use to recommend products (see below).
- Account information: your login details and preferences.
- Reviews and messages: reviews, photos and anything you send us when you contact customer support.
- Device and usage information: your IP address, browser and device type, the pages you view, how you arrived and how you interact with the site, collected with cookies, pixels and similar technologies.
Where it comes from
- Directly from you, when you place an order, create an account, take the quiz, sign up or contact us.
- Automatically, from your device through cookies and similar technologies when you use the Services.
- From service providers who process information for us (for example our e-commerce, subscription, email and shipping providers) and from advertising and analytics partners.
How we use it
- To run your orders: processing payments, packing and shipping orders, managing auto-refills, handling returns and refunds, and sending order, shipping and subscription emails (including reminders before each auto-refill charge).
- To personalise: recommending a routine from your quiz answers and showing products related to what you've viewed or bought.
- For marketing: sending emails and, if you opt in, text messages about products and offers, and showing you ads on other websites and apps. You can opt out any time.
- To support you: answering questions and fixing problems.
- To improve the Services: understanding how the site is used, testing changes and building new products.
- For security and the law: preventing fraud and abuse, protecting our customers and business, and meeting legal obligations.
Skin quiz and skin information
Quiz answers about your skin may count as health-related information in some US states. We use them only to recommend products, personalise your emails and improve the quiz. We don't sell them, we don't use them for advertising on other sites, and we share them only with the service providers that store and process them for us.
You can ask us to delete your quiz answers at any time by emailing support@plump.com.
Text messages
If you sign up for texts from plump, we collect your mobile number, a record of your consent (when and where you gave it) and the messages you send us. We use them to send the texts you asked for:
- order, shipping and auto-refill updates;
- plump club perks, offers and product news;
- replies from our skin team to the questions you text us.
We will not share your mobile information or text message opt-in consent with third parties or affiliates for marketing or promotional purposes. All the categories of sharing in this policy exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties. Your number is processed only by the text message provider that sends our texts for us and by mobile carriers, to deliver the messages.
Reply STOP to any text to opt out, or HELP for help. Message frequency varies, and message and data rates may apply. See our Mobile Terms of Service.
Who we share it with
- Service providers who work for us under contract: Shopify (our store platform), payment processors, our subscription provider (Loop Subscriptions), our email and text message providers, our manufacturing and fulfilment partner in the European Union (which receives your name, shipping address and order to send it), shipping carriers, and customer support, review, analytics and hosting tools.
- Advertising and marketing partners (for example social media platforms and affiliate partners) who use cookies and pixels to measure and show our ads. We never give them your mobile number or text message consent. Depending on where you live, this may count as "selling" or "sharing" personal information for targeted advertising, and you can opt out (see Your rights and choices).
- Others, when you ask us to, or when you use social media features or log in through another service.
- For legal reasons and business transfers: to comply with the law or valid legal requests, to enforce our terms, to protect rights and safety, or as part of a merger, acquisition or sale of assets.
Shopify
Our store is hosted by Shopify, which collects and processes personal information about your use of the Services to provide and improve them. Shopify may also use information about your interactions with our store, other merchants and Shopify to provide enhanced features, in which case Shopify is responsible for that processing. To learn more, see the Shopify Consumer Privacy Policy, and exercise your rights for that data through the Shopify Privacy Portal.
Cookies
We use cookies and similar technologies to keep the site working (your bag, your login, checkout), to remember your preferences, to understand how the site is used and to measure and personalise advertising. Where the law requires it, we ask for your consent first. You can change your choices in the cookie banner or your browser settings; blocking some cookies may stop parts of the site from working.
Your rights and choices
Depending on where you live, you may have the right to:
- access the personal information we hold about you, or receive a portable copy of it;
- correct information that's wrong;
- delete your personal information;
- opt out of the "sale" or "sharing" of your personal information for targeted advertising, which you can do here;
- limit how we use sensitive information, and withdraw any consent you've given;
- object to or restrict certain processing (in the EU and UK).
If you visit with the Global Privacy Control signal turned on, we treat it as an opt-out request for that browser and device, and for your account if we can link them. We don't respond to other "Do Not Track" signals.
To make a request, email support@plump.com. We may need to verify your identity first, you can use an authorised agent, and we won't treat you differently for using your rights. If we decline your request, you can appeal by replying to our decision.
You can unsubscribe from marketing emails with the link in any email, and from texts by replying STOP. We'll still send messages about your orders and account.
Children
The Services are for adults. We don't knowingly collect personal information from children under 16, and we don't sell or share the personal information of anyone under 16. If you believe a child has given us their information, contact us and we'll delete it.
Security and retention
We protect your information with technical and organisational safeguards, and payment details are handled by PCI-compliant providers. No system is perfectly secure, so please don't send sensitive information to us by unsecured channels.
We keep personal information for as long as we need it for the purposes above: for example, while you have an account or an active auto-refill, and for as long as tax, accounting and other laws require. Then we delete or anonymise it.
International transfers
We and our service providers may process your information outside the country where you live, including in the United States and the European Union. When we transfer personal information out of the European Economic Area or the United Kingdom, we rely on recognised safeguards such as the European Commission's Standard Contractual Clauses, unless the destination has been found to provide adequate protection.
Third-party sites
Links to other websites and platforms are governed by their own privacy policies. We're not responsible for how they handle your information.
Complaints
If you have a concern about how we handle your information, please contact us first at support@plump.com. Depending on where you live, you can also complain to your local data protection authority.
Changes and contact
We may update this policy from time to time. We'll post the new version here, change the date at the top and, where the law requires, tell you directly.
Questions, or want to use your rights? Email support@plump.com, or write to Sequence Research Group LLC, 30 N Gould St, Sheridan, WY 82801, United States.