Privacy Policy

01Who We Are

Cha Jewels Co., Ltd. (Ｃｈａ　Ｊｅｗｅｌｓ株式会社, “Cha Jewels,” “we,” “us,” or “our”) operates this website and is responsible for the personal information described in this Privacy Policy.

This Privacy Policy applies to our website, online shop, customer accounts and portal, layaway services, loyalty program, customer inquiries, messaging channels, and orders placed through our live-selling activities.

02Personal Information We Collect

Depending on how you interact with Cha Jewels, we may collect:

• Your name, telephone number, email address, delivery address, billing information, country, and messaging or social-media handle.
• Account details, login information, language preference, and communication preferences.
• Order information, including purchased or reserved items, order references, delivery and tracking details, returns, refunds, and requested services such as resizing, polishing, certification, or repair.
• Layaway information, including the payment schedule, amounts paid, outstanding balance, payment reminders, and completion status.
• Payment information, such as the payment method, amount, transaction reference, payment status, and proof of payment. When payments are handled by a third-party payment provider, we generally do not receive or store your complete card credentials.
• Loyalty-program information, including your points balance, points history, membership level, and rewards used.
• Communications with us, including emails, messages, inquiries, complaints, reviews, and customer-support records.
• Information you choose to submit, including ring or bracelet sizes, photographs, testimonials, or other order-related details.
• Technical and usage information, including your IP address, browser and device type, operating system, approximate country or region, referring page, pages viewed, access times, language selection, session information, and security logs.
• Marketing preferences, including whether you have agreed to receive promotional messages.

If you provide information about another person, such as the recipient of a gift, you must have permission to provide that information to us.

We do not intentionally request sensitive personal information unless it is necessary and permitted by law. Please do not send health information, government identification numbers, or other sensitive information unless we specifically request it for a lawful reason.

03How We Collect Information

We collect information:

• Directly from you when you create an account, place or reserve an order, use layaway, make a payment, contact us, or join our loyalty program.
• Automatically when you use our website.
• From payment providers, delivery companies, messaging platforms, social-media services, or other service providers when necessary to process your transaction or when you authorize them to provide the information.

04How We Use Your Information

We use personal information to:

• Create, manage, and fulfil orders.
• Reserve jewelry and administer layaway schedules.
• Validate payments and maintain accurate payment records.
• Deliver orders and provide tracking information.
• Provide requested services such as resizing, polishing, certification, or repairs.
• Manage customer accounts, loyalty points, membership levels, and rewards.
• Send order updates, payment reminders, service notices, and other transactional messages.
• Respond to questions, complaints, returns, and customer-support requests.
• Prevent fraud, unauthorized transactions, misuse, and security incidents.
• Operate, protect, troubleshoot, and improve our website and services.
• Understand general website usage and customer preferences.
• Maintain accounting, tax, transaction, and business records required by law.
• Establish, exercise, or defend legal claims.
• Send promotional messages or offers when you have consented or when otherwise permitted by law. You may opt out of promotional messages at any time.

Where applicable law requires a legal basis, we process information as necessary to perform a contract with you, comply with legal obligations, pursue legitimate business and security interests, or based on your consent.

We do not use personal information for materially different purposes without providing notice or obtaining consent when required.

05When We Share Information

We may provide limited personal information to service providers that help us operate our business, including:

• Payment processors and financial-service providers (card payments are processed by Square, and あと払い (ペイディ) payments by Paidy).
• Delivery companies, postal services, customs brokers, and fulfilment providers.
• Website hosting, cloud storage, database, and technical-support providers.
• Email, messaging, customer-support, and notification providers.
• Analytics, security, and fraud-prevention providers.
• Accountants, lawyers, insurers, and other professional advisers.

Each provider receives only the information reasonably necessary to perform its services. We require providers handling personal information on our behalf to protect it appropriately.

We may also disclose information:

• When required by law, court order, customs authorities, tax authorities, regulators, or another authorized public authority.
• When reasonably necessary to protect our customers, our business, or another person from fraud, security threats, or harm.
• In connection with a merger, financing, restructuring, sale, or transfer of all or part of our business, subject to appropriate confidentiality and privacy protections.
• With your consent or at your direction.

We do not sell or rent personal information. We do not disclose personal information for cross-site behavioral advertising, except with your consent given through the cookie banner.

06International Processing and Transfers

Cha Jewels is based in Japan and serves customers in Japan, the Philippines, and other countries. Some delivery, payment, hosting, messaging, or technology providers may process information outside Japan.

When personal information is transferred internationally, we use consent, contractual protections, providers maintaining appropriate safeguards, or another legally permitted transfer mechanism, as required by applicable law.

You may contact us for additional information about relevant transfer destinations and safeguards.

07Cookies, Local Storage, and Analytics

We use cookies or similar browser storage when necessary to:

• Keep your session secure.
• Remember your language and other preferences.
• Maintain your shopping session or customer account.
• Protect the website against fraud and misuse.

When you are signed in, the items in your cart are also saved to your customer account. This lets you pick up the same cart on another device and, only if you have asked for them, lets us send you reminder emails about pieces left in your cart. Saved cart contents are deleted 90 days after the last change.

We use Vercel Web Analytics to understand traffic and improve the website. It is cookieless, and it records page views together with two product events — viewing a product and adding one to the cart — each with the item’s SKU and the language you are reading in.

We also use Metricool to collect anonymous website traffic statistics: the pages visited, the referring page, and the device type. Metricool does not receive your name, email address, or order details, and visits to sign-in, account, and order-confirmation pages are not recorded. For how Metricool handles this information, see Metricool’s Privacy Policy.

Only with your consent, given by pressing “Accept” on the cookie banner, we use the Meta Pixel (provided by Meta Platforms, Inc.) and the Google Ads tag (provided by Google LLC). They are loaded only after you accept; before then, and if you choose “Only necessary”, they are not loaded at all. They receive the pages you view, a product you view or add to your cart (by its product code), a search term you enter, that you started checking out, and that an order was placed, with its amount and currency. They never receive your name, email address, address, or order number. Visits to sign-in, account, and order-confirmation pages are not sent, and the tags are never loaded on your account pages. We use this information to measure how our advertising performs and to show our ads on Meta’s and Google’s services. Meta and Google may set cookies or use similar technologies in your browser and may combine this information with information they hold, under their own privacy policies. You can withdraw your consent at any time through “Cookie settings” at the bottom of every page; after that, our website sends them nothing further. For how they handle information, see Meta’s Privacy Policy and Google’s Privacy Policy.

You can control cookies through your browser settings. Disabling necessary cookies may prevent parts of the website, customer portal, or checkout process from working correctly.

If we introduce any other optional analytics or advertising technologies, we will update this policy and obtain consent where required.

08How Long We Keep Information

We retain personal information only for as long as reasonably necessary for the purposes described in this policy, including completing transactions, providing customer service, resolving disputes, and meeting legal obligations.

Our general retention periods are:

• Order, payment, layaway, tax, and accounting records: For the period required under applicable tax, accounting, and commercial laws, generally between seven and ten years.
• Customer account and loyalty records: While the account or customer relationship remains active and afterward for as long as necessary to honour points, resolve disputes, or comply with legal obligations.
• Customer inquiries and support records: Normally up to three years after the inquiry has been resolved, unless a longer period is reasonably necessary.
• Website and security logs: Normally up to twelve months, unless needed to investigate fraud, misuse, or a security incident.
• Marketing consent and opt-out records: For as long as needed to respect and document your communication preferences.

When information is no longer required, we delete or anonymize it securely. Information contained in backups may remain until the backup is overwritten through our normal retention cycle.

09How We Protect Information

We use reasonable and appropriate organizational and technical safeguards designed to prevent unauthorized access, disclosure, alteration, loss, misuse, or destruction of personal information.

These measures may include access restrictions, secure transmission, account controls, staff supervision, service-provider oversight, backups, and procedures for responding to suspected data incidents.

No online system is completely secure. If a data incident occurs that requires notification under applicable law, we will notify the appropriate authority and affected individuals as required.

10Your Privacy Rights

Subject to applicable law, you may ask us to:

• Confirm whether we hold personal information about you.
• Explain how your information is used.
• Provide access to or a copy of your information.
• Disclose certain records concerning the provision of your personal data to third parties.
• Correct, complete, or update inaccurate information.
• Stop using, delete, or restrict certain information.
• Stop providing your information to third parties.
• Withdraw consent where processing is based on consent.
• Stop receiving promotional communications.
• Provide your information in a portable format, where applicable.

We accept privacy requests from all customers regardless of location. However, particular rights and legal requirements may differ depending on where you live.

Some requests are subject to legal limitations. For example, we may retain transaction, payment, tax, fraud-prevention, or dispute records even after receiving a deletion request when retention is required or permitted by law.

To submit a request, email sales@chajewelsjp.com. Please describe your request and the information concerned. We may request information necessary to verify your identity or the authority of a person acting on your behalf.

We will respond within the period required by applicable law. If we cannot fulfil all or part of a request, we will explain the reason when appropriate.

11Children’s Privacy

Our website and services are not directed to children under 18. We do not knowingly collect personal information from children without authorization from a parent or legal guardian.

If you believe a child has provided information to us without appropriate authorization, please contact us so that we can review and, where appropriate, delete it.

12Third-Party Websites and Platforms

Our website or messages may contain links to third-party websites, social-media platforms, payment services, or messaging applications. Their handling of personal information is governed by their own privacy policies, not this policy.

We encourage you to review those policies before providing personal information through a third-party service.

13Changes to This Policy

We may update this Privacy Policy when our services, technology, providers, or legal obligations change.

The revised policy will be posted on this page with a new “Last updated” date. If a change materially affects how we use personal information, we will provide additional notice or obtain consent when required by law.

14Contact and Complaints

For privacy questions, requests, or complaints, contact:

Email: sales@chajewelsjp.com

We will review privacy complaints and respond as promptly as reasonably possible. You may also contact the Personal Information Protection Commission of Japan or another competent privacy regulator where you live.