If you order online in our webshop, then we need certain information from you. We make every effort to ensure the reliability, security and integrity of the information we collect from you. Below we explain when we need your data and what we do with it.

If you have questions regarding the information mentioned above, send them to privacy@mantel.com.

1. First name and surname
2. Address and city
3. Phone number
4. Payment details and invoice
5. IP-adres
6. E-mail address
7. Serial numbers

If you buy a product from us online or in one of our stores, we will need, of course, some data from you in order to process it in our administration. The same applies, of course, for sending an invoice, making an appointment in our workshop or making a special order.

First name and surname

Our customers are our bike friends. And friends speak to you with your first name. Your surname is for example for your invoice and the delivery company.

Address and city

We will include your address and place of residence on the invoice. We also use this as your delivery address. You cannot change your address on your invoice afterwards.

Phone number

We only ask for your phone number if we really need it. For example, for a reparation, to call about the costs, to send a text when your bike is ready. Or, for example, if you order a bicycle, the delivery guy contacts you about the time period, so you will know when your bike will be delivered. We only call you when there’s no other way to do so, obviously.

Payment details and invoice

For all our payments we use a secure banking environment. You want your details to be safe. If you pay through transaction, your details will be saved in our administration and linked to your order. This way we know exactly which order is paid.

When you pay online at Mantel, we will send your details, from the secure environment, directly to Adyen. They perform our credit card payments. With this, we will not see your credit card details, Adyen only tells us if the payment succeeded.

When you pay in our stores at one of our cash registers, your payment is processed in our Vendit POS system and linked to our records.

On our invoice you will see the following details: your first name and surname, your address and place of residence, the invoice number and order number. You cannot change your invoice afterwards.

IP address

We remember your IP address, so we can offer all our customers a safe shopping experience.

E-mail address

Your email address is our most important way to communicate. You will receive the confirmation of your order, the delivery information and invoice in your inbox. If you have signed up for a ‘stock notification’, you will receive an email once the product is back in stock.

Serial numbers

We record serial numbers and frame numbers of certain products in our administration. These are convenient identification numbers in case of theft, but also if there is a recall from the manufacturer.

1. First name and surname
2. Address and city
3. Phone number
4. Email address

To deliver your package at the right address, we and our delivery partners need your details. What do we want to know?

First name and surname

Our customers are our bike friends. You approach friends with their first name. Your surname is for example for your invoice and the delivery company.

Address and city

Our delivery guys need to know where they have to be exactly.

Phone number

Is optional. You do not have to fill it in, but it is convenient, if we need to contact you.

Email address

You will receive information to track the delivery of your order on your email address. In some cases you will get a follow up email by which you can schedule an appointment for delivery.

1. Order number
2. Email address

If you return your product, then we need some details, to make sure the product is sent by you. And if we want to offer you the best solution for a warranty case, like repairing or replacing a product, we need, of course, some extra information as well.

Order number

With your order number we can figure out what you ordered from us and when.

E-mail address

With the e-mail address we verify whether the order and the order number belong together. This ensures that no one will register a return or warranty when they have never bought the product from us.

Additional information

1. First name and surname
2. Address and city
3. Phone number
4. Email address
5. Product information

Would you like to submit something for warranty that, for example, is not yet registered, or perhaps has not even been purchased in our (online) store? Then we need some additional information to help you as much as we can. We create an customer account with the following details:

First name and surname

Of course we want to know who our customer is.

Address and city

Our delivery guys need to know where they have to be exactly to deliver your order.

Phone number

Sometimes we call to inform you about the solution.

E-mail address

Via e-mail we will keep you informed about the status of your reparation, we ask you questions about additional information or we can send you a payment link, if there are additional costs.

Product information

If necessary, we ask you for extra information about your product, like serial numbers, frame numbers and type numbers.

It is possible to exchange bikes at our store. When you exchange a bike, we are obliged to write down some details, according to the Digital Buyers Register.

Product information

We fill in the brand, type and frame number and we will forward them to the database of the Digital Buyers Register to check if the bike has not been reported as stolen.

1. First name and surname
2. Invoice and delivery address
3. Phone number
4. Email address
5. Password
6. Order-, return- and warranty number
7. Invoice

An account is super convenient. Here we save the details of your previous orders, returns, warranties and e-mail preferences. And of course, your personal data, so you do not have to fill them in more than once.

The following data is in your account:

First name and surname

We like to know who we can add to our cycling friends.

Invoice and delivery address

We place your address and place of residence on the invoice as well. In your account you can also enter a changed delivery address.

Phone number

It is not necessary, but could be helpful if we want to contact you.

Email address

This is also your username to log in to your Mantel account.

We also use your e-mail address to send you personal and general e-mails. When you prefer to not receive any e-mails, you can change your preferences in your account or unsubscribe yourself via the link in the e-mails.

Password

Your password is stored in an encrypted form. We cannot even decode them.

Order, return and warranty number

We keep and store an overview of your orders so that we can find what you have ordered from us and what the status of this order is.

Invoice

Our invoices contain the following information: first name and surname, address and place of residence, invoice number, customer number and order number. The information on the invoice can’t be changed afterwards.

In order to help you as quickly and effectively as possible, we often ask for an order number, transaction number, name, email address or a telephone number. This way we can quickly get to your details and we can also help you further.

And to make sure you do not have to tell your story more than once, we take notes and save them. When you get to speak to another of our employees, they will be able to see what it is all about.

When you visit our website, we recognise you as a unique visitor and keep track of your behaviour. For example, we check which pages you visit, which links you sound on, and which filters you use. We store this centrally, so that we can analyse all this in order to make our website even better.

We also use it to display your advertisements on our website or those of third parties that are relevant to you. This way you will not see a ladies shirt when you are a man. And no road bike tyres if you are just looking for mountain bike tyres.

We will of course treat your data with care. And if we involve third parties, we make sure they do too.

We will also use cookies to get to know you, as a customer, better. We have a special page that shows you which cookies there are. If you don’t want cookies, you can delete cookies and we won’t be able to see you as a unique visitor anymore. You will not receive personal advertisements.

We only send newsletters with your permission. If you do not want to receive newsletters anymore, you can unsubscribe yourself with the link at the bottom every newsletter.

In addition to our general newsletters, we also send personal newsletters, adapted to your interests and what you have bought before at Mantel. This way we ensure that the newsletter is as relevant as possible for you.

Reviews are very important to us. They give us valuable feedback so that we can offer you even better service. In addition, a product review helps other customers in choosing the right product.

After you have purchased a product from us, we will send you an email asking you to rate us and our products. Also, if you have had contact with our customer service, you will be asked to give us your opinion on how your question/inquiry/complaint was handled.

Would you rather not receive these emails? Send an email to privacy@mantel.com and we will make sure that you will no longer receive review invitations.

Order number

By including your order number, we ensure that your order is linked to your review of a product. This way, only those who have purchased products are able to leave a review.

If you visit our website and click on one of our products, you will receive cookies. With these cookies we can follow your behaviour on our website. For example, we can see which products you click on or which ones you order. Based on these interests, we can show relevant advertisements.

Want to know more about cookies or about changing your settings? View our cookie page.

We are active on Social Media. Facebook, Twitter, Instagram. You can also watch videos of us on YouTube. On these channels we show you relevant products or offers, based on the interests you have shown on these channels. Your customer details will never be shared with one of these parties.

For social media cookies and the data they collect with them, please refer to the statements these channels make on their own websites about them.

Facebook
Twitter
Pinterest
Strava

If we organise a giveaway, we need your details in case you turn out to be the winner. We can ask for a name and an email address.

We have cameras in our shops. They are there for your own safety and, of course, for our employees and products. We don’t store security footage of our stores longer than 4 weeks, unless we see something suspicious and we need to investigate it or we have to store the footage longer, due to another legal obligation.

1. What are the legal grounds for using your data?
2. Who has access to your data?
3. Where do we store your data?
4. How long do we store your data?
5. What are your rights?
6. Do you have questions or complaints?

What are the legal grounds for using your data?

According to the privacy law, we must tell you on which legal grounds we need your data. The most important of these is that some data are necessary for the implementation of the agreement. Therefore, we only made the information mandatory we actually need to complete your order successfully.

In addition, we may also use your data in the event of a 'legitimate' interest. Our interest is to offer you, the customer, the optimal and best service. For example, you will receive invitations for reviews, so we can improve our service. And our customer service can ask for other details to provide you the best personal advice.

We have also legal obligations to prevent fraud. We are obliged to keep a register of whom we receive second hand bicycles, to prevent fencing.

Sometimes you have given us permission to use additional data, for example, if you signed up for the newsletters. We save this permission, to make sure you really want it.

Who has access to your data?

Important to know is that we only forward your details to other parties if that’s necessary for our service. And, of course, only the information that is necessary. It concerns our delivery partners. They need to know where to deliver the package. As well as suppliers for warranty and reparation. Payment partners, IT service providers and parties who collect reviews for us.

Parties who gain access to your data may only use it to provide you with a service on behalf of Mantel. We never sell your data to third parties.

Where do we store your data?

We store your data in various databases. We always have strict security measures in place. East West, best at home: that is why your data is almost always stored within the European Union. In the exceptional event that customer data is transferred to countries outside the European Union, we will ensure that your privacy is adequately protected. This has been officially established for a number of countries. Some U.S. parties have registered under the Privacy Shield, which provides adequate protection. Or we work with official model contracts that are specifically designed to safeguard your privacy.

How long do we store your data?

• If possible, we will, of course, store your data anonymised.
• We don’t store security footage of our stores longer than 4 weeks. Unless we see something suspicious and there’s a possibility of fraud.
• The tax authorities says we need to store our administration, with your invoice-, payment and order data, for 7 years.
• If you have your product repaired or replaced by Mantel, we will retain your report and contact details for 7 years.
• If you have subscribed to the newsletter or given permission to receive personalised messages, we will retain that permission for 5 years. Even if you decide at any time that you no longer wish to receive the newsletter or personalised messages, we will retain the withdrawal of your request.

What are your rights?

Would you like to have more information, update your personal details or email preferences? You can, of course. You can change most of this yourself in your account. Would you like to delete your account? Please contact our customer service team at 059-280138.

We may ask for additional information to make sure that it is you who make the request. It would be annoying if someone pretends to be you.

Do you have questions or complaints?

For questions or complaints we have a special email address: privacy@mantel.com. But you can contact us by post as well.

If you are not satisfied with how Mantel handles your privacy, feel free to contact the privacy authority.