Privacy Policy

Overview

This policy explains how VelvetRow handles personal information when you visit our online store, place an order or contact us.

We use personal information to operate the store, fulfil purchases, provide customer support and meet applicable legal obligations.

Information We Collect

Depending on how you interact with us, we collect:

• Your name, email address, billing address and delivery address.
• Your telephone number where provided for an order or enquiry.
• Order details, payment status, transaction references and delivery information.
• Messages and information you provide when contacting us.
• Account details and preferences, where you create an account.
• Technical information such as your IP address, browser, device and interactions with the store.
• Marketing and cookie preferences where relevant.

Payment information is processed by the payment provider used at checkout. We receive the transaction information needed to administer your purchase.

Please do not send full payment-card details or passwords by email.

How We Receive Information

We receive information directly from you when you order, complete a form, create an account or contact us.

We also receive information from providers involved in operating the store, processing payments and delivering orders.

Technical information may be collected through the website and permitted cookies or similar technologies.

How We Use Information

We use personal information for the following purposes and legal bases:

• Purchases and delivery: to take steps at your request before a purchase and perform our contract with you.
• Customer support and returns: to administer your purchase, resolve enquiries and meet consumer obligations.
• Legal records: to comply with applicable accounting, tax and other legal requirements.
• Security and fraud prevention: for our legitimate interests in protecting customers and operating a secure business, balanced against your rights.
• Marketing and optional tracking: with consent where required by law.

If you do not provide information necessary for payment or delivery, we may be unable to fulfil your order. Marketing consent is not a condition of purchase.

Sharing Information

We share information where necessary with providers involved in:

• Hosting and operating the online store.
• Processing payments.
• Preparing and delivering orders.
• Providing customer communications and technical support.
• Meeting legal obligations or obtaining professional advice.

We may disclose information to authorities where legally required.

Ecommerce Platform

Our store is hosted by Shopify, which processes information to provide the ecommerce platform.

Where Shopify’s enhanced services are enabled, information about interactions with our store, other merchants and Shopify may also be processed to provide services such as personalisation, analytics and advertising, subject to applicable legal requirements and consent choices.

For details about Shopify’s processing and available rights, see the Shopify Consumer Privacy Policy and Shopify Privacy Portal.

International Processing

Our service providers may process information outside the United Kingdom.

Where UK law restricts a transfer, we use the applicable legal safeguards, such as UK adequacy arrangements or approved contractual protections, as appropriate to the provider and destination.

You can contact us for information about the safeguards applicable to your information.

Cookies and Marketing

Cookies and similar technologies support functions such as your shopping basket, checkout and website security.

Where we use optional technologies requiring consent, we will explain their purposes and request permission before using them. You may withdraw that consent through the available privacy controls.

You can also manage cookies through your browser, although blocking essential cookies may affect store functions.

If you receive promotional emails from us, you can unsubscribe through the message or email velvetrowshop@gmail.com.

You may object to direct marketing at any time, including related profiling.

Unsubscribing from marketing does not prevent us from sending necessary order or service communications.

Retention and Security

We retain information for as long as necessary to fulfil the purposes described in this policy.

The period depends on the type of information, the status of your order or enquiry, legal recordkeeping requirements, unresolved disputes and the need to respect your privacy preferences.

When information is no longer needed, we delete or anonymise it.

We use appropriate safeguards to protect personal information. No online transmission or storage system can be guaranteed completely secure.

Your Rights

Subject to applicable legal conditions, you may request:

• Access to your personal information.
• Correction of inaccurate information.
• Deletion of information.
• Restriction of processing.
• Transfer of eligible information to you or another provider.
• Applicable safeguards relating to significant decisions made solely by automated processing.

You may object to processing based on legitimate interests for reasons relating to your circumstances.

Where we rely on consent, you may withdraw it at any time without affecting the lawfulness of earlier processing.

Email velvetrowshop@gmail.com to make a request. We may need proportionate information to verify your identity.

We normally respond without charge and within one month, subject to lawful extensions, pauses and exceptions.

Privacy Complaints

You can complain about our handling of personal information by emailing velvetrowshop@gmail.com.

We will acknowledge your complaint within 30 days, investigate without undue delay, keep you appropriately informed and communicate the outcome.

You also have the right to complain to the UK Information Commissioner’s Office through ico.org.uk/make-a-complaint.

Policy Updates

We may update this policy to reflect changes in our services or legal requirements. Where required, we will notify you of material changes and obtain any necessary consent.

Contact

For privacy enquiries, complaints or requests, contact VelvetRow at velvetrowshop@gmail.com.