Privacy Policy

Introduction

At Aeterna (hereinafter “we”, “our” or “Aeterna”), we are committed to protecting your personal data and respecting your privacy. This privacy policy explains how we collect, use, store and protect your personal information in accordance with the General Data Protection Regulation (GDPR – EU 2016/679) and applicable Belgian legislation.

By using our website aeterna-bxl.be or visiting our physical store, you accept the practices described in this policy.

Data Controller

For any questions regarding the processing of your personal data or to exercise your rights, you can contact us at the email address above.

Personal Data Collected

We collect and process the following categories of personal data:

When making an appointment

• First and last name
• Email address
• Phone number
• Number of accompanying persons
• Preferences regarding selected jewelry

When browsing our website

• IP address
• Browser type and operating system
• Pages visited and time spent on the site
• Cookies and similar technologies (see our Cookie Policy)

When subscribing to our newsletter

• Email address
• Explicit consent (double opt-in)

When using live chat

• Name (optional)
• Messages exchanged

Processing Purposes

We use your personal data only for the following purposes:

1. Appointment Management

Process your bookings, send you confirmations and reminders by email, and manage your modification or cancellation requests.

Legal basis: Performance of contract (Article 6.1.b of GDPR)

2. Marketing Communication

Send you our newsletter with our news, new products and special offers, only if you have given your explicit consent.

Legal basis: Consent (Article 6.1.a of GDPR)

3. Website Improvement

Analyze traffic and browsing behavior to improve user experience and site features.

Legal basis: Legitimate interests (Article 6.1.f of GDPR)

4. Customer Service

Answer your questions via live chat, email or phone.

Legal basis: Performance of contract and legitimate interests (Articles 6.1.b and 6.1.f of GDPR)

Data Recipients

Your personal data may be shared with the following categories of recipients:

• Our authorized staff: To manage your appointments and respond to your requests
• Service providers:
  • Website host (OVH, located in the EU)
  • Booking system (Amelia, GDPR compliant)
  • Newsletter service (Brevo, GDPR compliant)
  • Live chat (Tawk.to, GDPR compliant)
  • Email service (WP Mail SMTP via OVH)
• Competent authorities: If required by law or to protect our rights

Data Retention Period

We retain your personal data only for as long as necessary for the purposes for which it was collected:

• Appointment data: 2 years after last contact
• Newsletter: Until you unsubscribe
• Analytics cookies: Maximum 13 months
• Chat history: 1 year
• Legal obligations: In accordance with legal deadlines (e.g., accounting 7 years)

At the end of these periods, your data is securely deleted or irreversibly anonymized.

Your Rights

In accordance with GDPR, you have the following rights regarding your personal data:

Right of Access

You can request a copy of all personal data we hold about you.

Right to Rectification

You can request the correction of inaccurate or incomplete data.

Right to Erasure

You can request the deletion of your personal data in certain circumstances (“right to be forgotten”).

Right to Restriction of Processing

You can request temporary suspension of processing of your data in certain cases.

Right to Data Portability

You can receive your data in a structured and commonly used format, and transmit it to another data controller.

Right to Object

You can object to the processing of your data for direct marketing purposes or for legitimate reasons.

Right to Withdraw Consent

Where processing is based on your consent, you can withdraw it at any time (e.g., unsubscribe from newsletter).

Data Security

We implement appropriate technical and organizational measures to protect your personal data against unauthorized access, loss, destruction or disclosure, including:

• SSL/TLS encryption for all communications on our website
• Secure hosting with OVH (ISO 27001 certified)
• Restricted data access only to authorized personnel
• Regular and secure backups
• Strong password policy
• Regular security system updates

Despite our efforts, no method of transmission over the Internet is completely secure. If you have reason to believe that your data has been compromised, contact us immediately.

Cookies and Similar Technologies

Our site uses cookies to improve your browsing experience and analyze traffic. To learn more about the cookies we use and how to manage them, see our detailed Cookie Policy.

You can accept or refuse non-essential cookies via our consent banner on the site.

International Data Transfers

Your personal data is primarily stored and processed within the European Union. If a transfer outside the EU is necessary (for example, certain third-party tools), we ensure that appropriate safeguards are in place in accordance with GDPR (standard contractual clauses, Privacy Shield, etc.).

Protection of Minors

Our website and services are not intended for persons under 16 years of age. We do not knowingly collect personal data from minors. If you are a parent or guardian and believe your child has provided us with personal data, contact us immediately so we can delete it.

Right to Lodge a Complaint

If you believe your data protection rights have not been respected, you have the right to lodge a complaint with the Belgian supervisory authority:

Changes to This Policy

We reserve the right to modify this privacy policy at any time to reflect changes in our practices or for legal reasons. Any changes will be posted on this page with a new update date.

We encourage you to regularly review this page to stay informed about how we protect your data.

Contact Us

For any questions regarding this privacy policy or the processing of your personal data, please do not hesitate to contact us: