Privacy policy

Last updated: 31 October 2026

Through our webshop, privacy-sensitive data, or personal data, is processed.
Hugsback considers careful handling of personal data to be very important. Therefore, we process and secure your data with care.

In our processing, we comply with the requirements of the General Data Protection Regulation (GDPR). This means, among other things, that we:

  • clearly indicate for which purposes we process personal data;
  • do not collect more data than necessary;
  • ask for your consent when required;
  • take appropriate security measures;
  • respect your rights to access, correct, or delete your data.

Hugsback is responsible for data processing. In this privacy statement, we explain which personal data we collect, what we use it for, and with which parties we collaborate. We advise you to read this statement carefully.

If you have any questions, you can always contact Hugsback (contact details at the bottom).

Processing your order

When you order something in our webshop, we need personal data to process your order properly. We use the following for this:

  • your name and address details
  • phone number
  • email address
  • payment information
  • shipping information

We use this data:

  • to process the order
  • to process payments via Mollie
  • to keep you informed about the status of your order
  • to deliver the order via our shipping partner Sendcloud (which collaborates with delivery services such as PostNL, DHL, etc.)

The legal basis for this is the execution of the agreement.

We retain this information for up to two years after the order is completed.
We keep part of the data (such as invoices) for seven years due to the legal tax retention obligation.

Providing to third parties

We collaborate with various parties that may receive your personal data when necessary for our services.

These parties include:

• Shopify (hosting of our webshop)

Shopify processes personal data to enable our webshop.

• Mollie (payment processing)

For iDEAL, Bancontact, credit card, Klarna, and other payment methods.

• Sendcloud (shipping processing)

For printing shipping labels and passing shipping information to carriers.

• Klaviyo (email marketing & newsletter)

Only when you sign up.

• Meta (Facebook/Instagram) & TikTok

Only when you give consent for marketing cookies.

• Loox (reviews)

After your order, you may be asked by email to write a review. If you post a review, we process your name, email address, your review and any photos.

• Trustpilot (reviews)

We may invite you to write a review after your order. For this, we share your name, email address and order number with Trustpilot.

• Chatty (chat on the website)

If you contact us via the chat, we process your message and the details you enter.

• WhatsApp (customer service)

If you contact us via WhatsApp, WhatsApp (Meta) processes your phone number and messages.

• Google (Google Analytics and Google Ads)

Only when you consent to analytics and marketing cookies.

• Pinterest

Only when you give consent for marketing cookies.

• Triple Whale (order and advertising analytics)

Only when you consent to analytics and marketing cookies.

These parties process personal data according to their own privacy policy and comply with the GDPR.

We never share your data with other companies or institutions, unless legally required (for example, in a police investigation).

Statistics and analysis

We keep statistics on the use of our webshop. This helps us improve the website and show more relevant information.

We use the following:

  • Shopify Analytics
  • Google Analytics (non-anonymised IP by choice of tracking)
  • Triple Whale (only with consent)

We have a data processing agreement with Google and have made strict arrangements about what they can do with the data.

We do not unnecessarily combine statistical data with other personal data.

Cookies and tracking

Our webshop uses cookies. We use them for:

Functional cookies

Necessary for the webshop to function properly (logging in, shopping cart, preferences).

Analytical cookies

To measure how visitors use our webshop.

Marketing cookies (only with consent)

For personalised advertisements via:

  • Meta Pixel
  • TikTok Pixel
  • Google Ads
  • Pinterest Tag
  • Klaviyo (email behaviour)

On your first visit, we show a cookie banner that allows you to give or refuse consent.

You can always disable cookies through your browser settings.

Advertising and newsletters

We only send advertisements or newsletters if you have signed up for them.

We will then send messages via:

  • email (Klaviyo)
  • possibly WhatsApp (only if you sign up for it)

Every marketing email contains an unsubscribe link.

You can unsubscribe at any time.

Hugsback app

With your order you get free access to the Hugsback app at hugsback.com/app. You log in with the email address of your order; we only use it to send you a code to log in. Whatever you enter in the app, such as your plush’s name, favourites and notes, stays on your own device. The app shows no ads and does not track which exercises or stories you choose.

Security

We take security measures to prevent misuse, loss, or unauthorised access to personal data.

This includes:

  • secure connections (SSL)
  • secure storage via Shopify
  • access security
  • regular updates

We pay close attention to potential vulnerabilities and continuously adjust security.

Retention periods

We never retain personal data longer than necessary.

  • Order data: 2 years
  • Invoice data: 7 years (legal obligation)
  • Newsletter data: until unsubscribed
  • Support messages: up to 2 years
  • Account data: as long as the account is active

Your rights

You have the following rights under the GDPR:

  • get an explanation of what personal data we hold
  • access the data we have about you
  • request correction of errors
  • request deletion of outdated data
  • request data transfer
  • withdraw consent
  • object to a specific use

Always provide clear identification with a request, so we can ensure the correct data is adjusted.

File a complaint

Do you feel we are not adequately assisting you with your privacy rights?
You have the right to file a complaint with:

Data Protection Authority
https://autoriteitpersoonsgegevens.nl

Changes to this privacy statement

We may update this privacy statement from time to time.
We recommend reviewing the statement regularly to stay informed of any changes.

Contact details

Hugsback
Broekkantsedijk 32
5482 ET Schijndel
Netherlands

Email: info@hugsback.com
WhatsApp: +31 6 45972787
Chamber of Commerce: 97949620
VAT number: NL868300500B01