Privacy Policy

1. Introduction

Velour ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information when you visit our website, place an order, or otherwise interact with our brand. Please read this policy carefully. By using our services, you agree to the practices described here.

2. Information We Collect

We may collect the following categories of personal information:

• Identity & Contact Data: Name, email address, billing and shipping address, phone number.
• Account Data: Username, password (hashed), purchase history, saved items, and preferences.
• Payment Data: Card details processed securely via our payment provider (Stripe). We do not store raw card numbers on our servers.
• Size & Fit Data: Body measurements and size preferences you voluntarily provide to receive personalised recommendations.
• Usage Data: Pages visited, products viewed, time spent on site, referring URLs, browser type, and device identifiers collected via cookies and similar technologies.
• Communications Data: Messages sent through our AI Style Assistant, customer support tickets, and survey responses.

3. How We Use Your Information

We use your information to:

• Process and fulfil your orders and manage returns or exchanges.
• Create and maintain your account.
• Personalise your shopping experience, including size recommendations and style suggestions from our AI Style Assistant.
• Send transactional emails (order confirmation, shipping updates, return confirmations).
• Send marketing communications only where you have opted in. You may unsubscribe at any time.
• Improve our website, product range, and customer experience through analytics.
• Comply with legal obligations and resolve disputes.

4. Legal Basis for Processing (EEA & UK Users)

Where applicable, we rely on the following lawful bases: (a) Contract to fulfil your orders; (b) Legitimate interests to improve our services and prevent fraud; (c) Consent for marketing emails and non-essential cookies; (d) Legal obligation to comply with applicable law.

5. Sharing Your Information

We do not sell your personal data. We may share it with:

• Payment processors (e.g., Stripe) to handle transactions securely.
• Shipping partners (e.g., FedEx, UPS, DHL) to deliver your orders.
• Email service providers for transactional and marketing communications.
• Analytics providers to understand website usage (data is aggregated or anonymised where possible).
• Legal authorities when required by law or to protect our rights.

All third parties are contractually required to handle your data securely and only for the purposes we specify.

6. Cookies

We use cookies and similar tracking technologies to enhance your experience, analyse site traffic, and deliver relevant content. You can manage cookie preferences via our Cookie Policy. Disabling certain cookies may affect site functionality.

7. Data Retention

We retain your personal data for as long as your account is active or as needed to provide services. Order records are kept for 7 years for tax and legal compliance. You may request deletion of your account and associated data at any time by contacting us (see Section 10), subject to legal retention requirements.

8. Data Security

We implement industry-standard safeguards including TLS encryption in transit, hashed passwords, access controls, and regular security reviews. No method of transmission over the internet is 100% secure; however, we commit to notifying you promptly in the event of a data breach affecting your rights.

9. International Transfers

Your data may be processed in countries outside your own. Where we transfer data internationally, we use appropriate safeguards such as Standard Contractual Clauses (SCCs) approved by the European Commission, or rely on an adequacy decision.

10. Your Rights

Depending on your jurisdiction, you may have the right to:

• Access the personal data we hold about you.
• Rectify inaccurate or incomplete data.
• Erase your data ("right to be forgotten"), subject to legal obligations.
• Restrict or object to certain processing activities.
• Data portability receive your data in a machine-readable format.
• Withdraw consent at any time for consent-based processing.
• Lodge a complaint with your local data protection authority.

To exercise any of these rights, email us at privacy@velour.com.

11. Children's Privacy

Our services are not directed to individuals under the age of 16. We do not knowingly collect personal data from children. If you believe we have inadvertently collected such data, please contact us immediately and we will delete it.

12. Changes to This Policy

We may update this Privacy Policy from time to time. Material changes will be communicated via email (if you have an account) or a prominent notice on our website. Continued use of our services after changes take effect constitutes acceptance of the revised policy.

13. Contact Us

For privacy-related enquiries, contact our Data Privacy team at privacy@velour.com, or write to us at: