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Yves Rocher


This Policy was updated on 20/02/2020.

Your privacy is very important to Yves Rocher Amérique du Nord Inc. ("Yves Rocher" or "we") and our clients' trust remains our priority. This privacy policy has been prepared for the purpose of asserting our commitment to protect the confidentiality of information we hold about our clients and to inform you of our practices with regard to the collection, use and disclosure of personal information that you provide to Yves Rocher or that we automatically collect via our website.

This policy applies each time you provide us with personal information, either during your visit to one of our stores; in writing by completing a contest entry form, purchase order or online questionnaire; by subscribing to our newsletter; by telephone or online through our website; or at any other time Yves Rocher collects, uses, discloses or keeps your personal information. By providing us your personal information or by using the website, you signify your consent to the collection, use, and disclosure of your personal information in accordance with this policy.

If you have any questions about this policy or would like to obtain further information, we invite you to contact us using any of the means provided in section "12. How to Contact Us".

Please select the topic that interests you:

What Personal Information We Collect

We may collect and process different types of personal information in the course of operating our business and providing our services, such as your surname, first name, postal address, e-mail address, telephone number, gender, date of birth, credit card number, responses to our questionnaires and surveys, preferences regarding our products, comments, information relating to your transactions and any other personal information you provide to Yves Rocher. You may be asked to provide us with this information in various circumstances, for instance when you make a purchase, call us regarding an order or return, create an account on our website, subscribe to our newsletter, sign up for our loyalty programs, or participate in a contest or promotion.

Some of the personal information we collect is mandatory for the purposes of conducting a transaction, and some is optional. The mandatory personal information is identified by asterisks (*) in the written or electronic Yves Rocher forms or verbally by our staff at the time of collection.

In addition to the information you provide to us, we also automatically collect certain technical information, such as information relating to the use of our website. For more information on this topic, please see section “4. Automatic Collection of Personal Information”.

We do not knowingly collect information from persons who are under 16 years old.

How We Use Personal Information

We may use personal information in the following ways:

  1. Purchases and Order Management: To validate, process and track your orders, including to ensure their delivery to you; to contact you to inform you of the status of your orders; to assist you with your transactions, such as helping you order or return a product; to assess your satisfaction; to verify your identity and credit where necessary; to collect amounts owing; and to manage any dispute relating to a purchase.

  2. Online or In-Store Account Creation and Management: To allow you to manage your orders, your promotions or the contests you entered; to offer you a loyalty program; and to allow you to manage your preferences and enrich your profile.

  3. Client Services: To answer your questions about your account and orders, to interact with you, or to connect you with the relevant services.

  4. Product Promotion and Marketing: To provide you with personalized offers; to personalize your experience on our website, including posting content tailored to your interests or needs; to learn about your opinions, interests, preferences, suggestions and comments about our products and services; to continuously improve our products and services to meet your needs; to compile anonymized statistics about our clientele; and to measure the success of our advertising campaigns.

  5. Newsletter, Catalogue and Other Commercial Communications: To provide you with news about Yves Rocher and our products; to inform you about our new products; to send you offers and promotions and provide you with gifts and surprises, such as on your birthday; to adapt and personalize our marketing communications based on your profile; and to measure the success of our newsletter and other commercial communications.

  6. Website Operation: To provide you with a high-performance website; and to facilitate your navigation, for instance by keeping your session open and keeping your products in your shopping bag.

  7. Promotion of Other Products and Services: To inform you about products and services from other companies that may be of interest to you.

  8. Legal Requirements: To meet the legal and regulatory requirements in force.

If we have to collect personal information for purposes other than those identified above, we undertake to give advance notice to our clientele and to obtain the necessary permissions for the collection, use and disclosure of such personal information, where appropriate.

How We Disclose Personal Information

Yves Rocher does not disclose your personal information for purposes other than those for which it was collected without your consent or as required by law.

The personal information that we collect may be shared with the different Yves Rocher entities (parent company, subsidiaries and other divisions) and may be processed by such entities in accordance with this policy. We may also share personal information with certain third parties such as:

  • Third-party service providers who provide us with information technology services, services relating to our marketing activities, and management services relating to our loyalty programs and certain aspects of our commercial transactions. These third-party service providers may have access to or process personal information as part of providing those services to us. We limit the information we provide them to what is reasonably necessary for them to perform their functions, and our contracts with them require that they maintain the confidentiality of the information.

  • Law enforcement and governmental entities when required by law. For greater clarity, we may disclose personal information or other information if required to do so by law or in the good-faith belief that such action is necessary to comply with applicable laws.

  • An entity resulting from an acquisition, a merger or other reorganization Yves Rocher may undergo.

In addition, in order to inform you about the products and services of other companies that might be of interest to you, Yves Rocher, with your consent, shares some of your personal information (your name, address, e-mail address) with companies wishing, for commercial or philanthropic purposes, to send you advertisements or offers that might be of interest to you. The contracts we signed with the companies with which we share information require them to maintain the confidentiality of such information. If you do not want your personal information to be shared, or if you do not wish to receive offers and promotions from other companies or from Yves Rocher, we invite you to contact us using any of the means provided in section "12. How to Contact Us". If you gave us your consent via your online account, you can also withdraw it at any time by modifying your online account settings.

Automatic Collection of Personal Information

This section provides you with information about the collection, use and disclosure of information that is automatically collected by tracking technologies when you use our website. The tracking technologies used by our website do not collect information that identifies you, but instead collect general information such as how users arrive at and use the website. By using our website, you consent to the automatic collection, use and disclosure of the information described in this section in accordance with this policy or as permitted by law.

Depersonalized Statistical Information

As is true of most websites, our website automatically gathers certain depersonalized statistical information relating to its use. This information is referred to as “depersonalized” because it cannot be linked to a specific individual. The depersonalized statistical information we collect may include the approximate location (city or neighborhood) of the browsers’ IP addresses, the time and date at which users access the website, the browsers they use, the sections of the website they visit and the pages they read.

This depersonalized statistical information is used for website and system administration purposes, and to improve the website. It may be disclosed to third parties (see section “3. How We Disclose Personal Information”) and permanently archived for future use.


Cookies are small text files that a website may put on your computer or mobile device when you first visit a site or page. Cookies help websites to recognise your device on your next visit. They may serve many functions. For example, they can help us analyse and improve our website’s functionalities, remember your preferences, or allow us to recommend content we believe will be especially relevant to you.

In addition to our own cookies, we allow third-party cookies on our website. For example, like many companies, we use third-party analytic tools to monitor traffic on our website for marketing and web experience customization purposes. You can refuse cookies by making the necessary adjustment to your browser’s acceptance settings. However, your refusal to accept cookies may impair or restrict your access to certain features of our website and thus reduce your ability to carry out transactions.

By using our website without disabling cookie files, you implicitly consent to the collection, use and communication of the information (whether personal or not) required to implement these functionalities.

Web Beacons

We use web beacons (transparent graphic images placed on a web page or in an email) to indicate that a page or email has been viewed or to let your browser retrieve content from another server. Web beacons compile statistics on the use of our website and web services, allowing us, for instance, to measure the success of our newsletter and marketing campaigns.

Google Web Analysis Products

We use certain Google products, such as Google Analytics, as web analysis tools. These products allow us to adapt, optimize and deliver ads based on your past visits, including displaying Yves Rocher advertisements that might interest you on third-party websites. Google Analytics uses cookie files and web beacons (see above) to optimize its analysis. By using the website, you agree to such use of Google Analytics. Should you wish to opt out of the use of Google Analytics, please click on the following link: https://tools.google.com/dlpage/gaoptout?hl=en

Newsletter and Other Commercial Communications

We send you marketing communications exclusively for the purposes described under “2. How We Use Personal Information”. These communications may be sent to you by mail, e-mail, text message or other means of communication, subject to obtaining your consent in accordance with this policy and applicable laws.

We have an e-mail newsletter, which we send to our clients who subscribe to it. Our newsletter provides information on our offers and promotions, the latest trends, and beauty tips. You can subscribe to it at any time by filling out the registration form on our website. You can also cancel your subscription at any time, either by updating your online account preferences or by following the instructions located at the bottom of each newsletter. Please note that operational emails are not commercial electronic messages and provide relevant information that must be communicated to you including, for instance, information on the orders you placed with Yves Rocher. Consequently, Yves Rocher will continue to send such messages as appropriate.

How We Protect Personal Information

We maintain appropriate physical, technical and administrative safeguards to protect the personal information we have in our possession against accidental or unlawful destruction, accidental loss, unauthorized disclosure or access, misuse, and any other unlawful form of processing of such personal information. Yves Rocher thus limits access to your personal information to employees who must necessarily have access to it in order to fulfill their functions. Records containing personal information on paper are kept in locked filing cabinets, access to which is restricted to authorized personnel. Personal information on electronic media is protected by technical and technological means, such as passwords, firewalls, anti-virus software and other protection software, as well as by the encryption of certain data, thus preventing loss, theft, unwanted intrusions, improper use, unauthorized changes and malicious attacks. Yves Rocher ensures that its servers are kept in a secure environment and its IT infrastructure is managed by specialists who ensure that data is protected. With respect to credit card transactions, Yves Rocher complies with the Payment Card Industry Data Security Standard (PCI DSS), which ensures the protection of personal information related to credit cards. Moreover, all employees of Yves Rocher are trained and made aware of the importance of protecting the confidentiality of personal information.

Nevertheless, due to the nature of the internet and internet technologies, security and privacy risks cannot be eliminated, and Yves Rocher cannot guarantee that your personal information will not be disclosed in a manner contrary to this policy. If you believe personal information has been compromised, please contact us as set forth in section "12. How to Contact Us".

How long and where do we keep personal information?

We will only keep personal information for as long as reasonably necessary to fulfill the relevant purposes set out in this policy and in order to comply with our legal and regulatory obligations. If you would like further information regarding the periods for which personal information will be kept, we invite you to contact us using any of the means provided in section "12. How to Contact Us".

Personal information about you may be maintained and processed on our behalf by our affiliates and third-party service providers inside and outside of your country of residence. By providing us with any personal information, you consent to the transfer of information to other countries, which may have different data protection rules than in your country of residence. While such information is outside of your country of residence, it is subject to the laws of the country in which it is held, and may be subject to disclosure to the governments, courts or law enforcement or regulatory agencies of such other country, pursuant to the laws of such country. If you wish to obtain more information about Yves Rocher's policies and practices regarding the transfer of personal information outside of the country, we invite you to contact us using any of the means provided in section "12. How to Contact Us".

Links to Third-Party Websites

Our website may contain links to websites external to that of Yves Rocher. By clicking on these links, you will be automatically directed to these sites. We cannot ensure the protection of the information that you provide or that is collected by tracking technologies (cookies or other) when you are using these websites, given that they are owned and operated by independent third parties. These sites have their own privacy and protection of personal information practices, which are beyond our control. Yves Rocher assumes no responsibility in this regard, nor any obligation whatsoever for practices, actions and policies relating to these third-party sites.

How to Access Your Personal Information

In accordance with applicable laws, you have the right to request access to any personal information that Yves Rocher holds about you, to know how it has been used and whether it has been communicated to third parties. You also have the right to ask that any personal information that we hold about you be corrected or deleted if inaccurate or incomplete. To do so, you must send a written request to this effect to the Yves Rocher Chief Privacy Officer at the following address: Directeur des renseignements personnels d’Yves Rocher, 2199, boulevard Fernand-Lafontaine, Longueuil (Quebec) J4G 2V7. In this request, you must provide enough information for us to be able to identify you clearly and thus inform you of the existence, use, and disclosure of personal information that we hold about you. Yves Rocher will proceed with the review of the written request and reply to it within thirty (30) days of receipt. This period may be extended by an additional period of thirty (30) days where allowed by applicable laws. No fee is required by Yves Rocher for the processing of such a request, unless the request is complex.

Yves Rocher reserves the right to refuse any request in circumstances where the law allows it. If applicable, the refusal will be duly explained within the allotted response time and you will be informed of the possible courses of action provided by the law.

How to Send Us a Complaint

If you have a complaint about the application of this policy by Yves Rocher, you may send a written complaint to the Yves Rocher Chief Privacy Officer at the following address: Directeur des renseignements personnels d’Yves Rocher, 2199, boulevard Fernand-Lafontaine, Longueuil (Quebec) J4G 2V7. Yves Rocher undertakes to carry out an investigation and to respond to your complaint within forty-five (45) working days. If your complaint is justified, we will ensure that the required corrections are made.

How This Policy is Updated

Yves Rocher reserves the right to modify this policy at any time, without advance notice, and to publish the revised policy on its website or by any other means of communication. We invite you to scroll down to the bottom of this page to know at which date this policy was last updated. Any changes to this policy will be made in conformance with the laws in force. Continuing to provide personal information to Yves Rocher, use its website, or place orders following the publication of the new policy is equivalent to accepting the changes that were made. We therefore encourage you to review this policy whenever you visit the website to stay informed of how we are processing personal information.

How to Contact Us

Yves Rocher ensures that this policy is easily accessible through its website, its written communications and its staff. If you have any questions or comments about this policy or if you want to inform us of your preferences regarding personal information, you can contact us by calling 514-523-4144 or 1-800-321-3434 or by writing to the following address: Service Clients Yves Rocher – Chief Privacy Officer, 2199, boulevard Fernand-Lafontaine, Longueuil, Quebec, J4G 2V7. We will respond to your written request within thirty (30) days of its receipt.

This policy was last updated in February 2020.

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