Privacy policy

At LUXEAPE (“we”, “our”, “us”), we respect your privacy and are committed to protecting the personal information of our customers and website visitors. This Privacy Policy explains how we collect, use, store, disclose and protect your information when you visit our website, place an order, create an account or interact with our services.

By using our website, you acknowledge that you have read this Privacy Policy.

1. Information We Collect

We may collect the following types of information when you use our website or purchase our products.

A. Personal Information

Full name
Email address
Mobile number
Billing and shipping address
Account login details, where applicable

B. Order and Transaction Information

Products purchased, sizes, colours and quantities
Order number and order history
Payment status and transaction references
Shipping, delivery, cancellation, return and refund details

We do not intend to store your complete debit or credit card details or payment passwords. Payments are processed through the applicable payment service provider.

C. Technical and Usage Information

When you browse our website, we or our service providers may collect:

IP address and browser information
Device type and operating system
Pages visited and products viewed
Referring website and interaction data
Cookies and similar tracking technologies, subject to applicable requirements and your choices

D. Communications

If you contact us, subscribe to our newsletter or communicate with our customer support team, we may collect the information you provide in those communications.

2. How We Use Your Information

We use your information for legitimate business purposes, including:

Processing and fulfilling orders.
Delivering products to your address.
Sending order confirmations, invoices and shipping updates.
Processing eligible cancellations, returns and refunds.
Providing customer support and resolving complaints.
Managing customer accounts and wish lists, where available.
Improving our website, products and shopping experience.
Detecting fraud, unauthorised transactions and misuse.
Sending promotional emails, SMS or other marketing communications where permitted.
Measuring advertising performance and website analytics, subject to applicable consent and privacy requirements.
Complying with legal, tax, accounting and regulatory obligations.

We will not use your personal information for purposes incompatible with the purposes disclosed to you, except as permitted by applicable law.

3. Payments and Payment Security

We may use third-party payment gateways and payment service providers to process online transactions.

Your payment information is handled according to the applicable provider's terms, privacy policy and security practices. We do not intentionally collect or retain your complete payment card credentials or banking passwords on our own systems.

Cash on Delivery (COD), where available, may require us to share relevant order and contact information with the courier or logistics provider responsible for delivering your order and collecting payment.

4. Sharing of Information

We do not sell your personal information to third parties in exchange for money.

We may share relevant information with trusted service providers when necessary to operate our business, including:

E-commerce platform: Shopify hosting our store.
Payment providers: To process payments, refunds and transaction verification.
Shipping and logistics partners: To deliver orders, manage returns and process COD collections.
Marketing and analytics providers: Such as Meta or Google, if their advertising or analytics tools are used on our website.
Customer communication providers: To send transactional messages, email updates and customer support communications.
Professional advisers and authorities: Where disclosure is reasonably necessary for legal compliance, fraud prevention or the establishment or defence of legal claims.

These parties may process information in accordance with their respective terms, our arrangements with them and applicable law.

5. Cookies and Tracking Technologies

Our website may use cookies, pixels and similar technologies to maintain shopping-cart sessions, remember preferences, understand website usage and measure advertising performance.

These technologies may help us:

Keep products in your shopping cart.
Remember your website preferences.
Understand which products and pages are popular.
Measure the effectiveness of marketing campaigns.
Show relevant advertisements where permitted.

Some cookies are necessary for website functionality, while others may be used for analytics or advertising. Where required, we will seek your consent before using non-essential cookies and similar tracking technologies.

You can manage available cookie preferences through our website's cookie controls, if provided, or through your browser settings. Disabling certain cookies may affect some website features.

6. Meta Ads and Other Advertising

We may use advertising and measurement tools, including the Meta Pixel, Meta Conversions API or similar technologies, if configured on our website.

These tools may help us measure advertising conversions, understand customer interactions and show relevant advertisements on platforms such as Facebook and Instagram.

Depending on the tools used and your privacy choices, certain browsing or purchase events may be shared with the relevant advertising provider. We will configure these tools and obtain consent where required by applicable law.

You may manage advertising preferences through the relevant advertising platform and our available privacy or cookie controls.

7. Data Retention

We retain personal information only for as long as reasonably necessary for the purposes described in this policy, including order fulfilment, customer support, dispute resolution, fraud prevention and legal or accounting compliance.

Certain order records, invoices and transaction details may need to be retained for legally required periods, even if you request the deletion of your account.

When information is no longer required and no legal obligation requires its retention, we will take appropriate steps to delete it or anonymise it, subject to applicable law.

8. Data Security

We take reasonable technical and organisational measures to protect personal information against unauthorised access, misuse, loss, alteration and disclosure.

However, no website, electronic transmission or storage system can be guaranteed to be completely secure. We cannot guarantee absolute security, but we will take appropriate steps to address security risks and comply with applicable obligations.

9. Your Privacy Rights

Subject to applicable law, you may have the right to:

Request information about the personal data we process about you.
Request correction or updating of inaccurate personal information.
Request deletion of personal information where legally permissible.
Withdraw consent for processing where consent is the applicable basis.
Opt out of promotional communications.
Raise a grievance regarding the processing of your personal information.
Exercise any other rights available to you under applicable data protection law.

To exercise your rights, contact us using the details in the Contact Us section below. We may need to verify your identity before processing a request.

Withdrawing consent will not affect processing that was lawful before the withdrawal. We may also retain information where required or permitted by law.

10. Marketing Communications

If you subscribe to our newsletter or otherwise consent to receive promotional communications, we may send information about new collections, offers, discounts, launches and other brand updates.

You can unsubscribe from promotional emails using the unsubscribe link provided in the email, where available, or contact us to request that promotional communications stop.

Transactional communications relating to your orders, payments, deliveries, returns or account security may still be sent when necessary.

11. Third-Party Websites and Services

Our website may contain links to third-party websites, payment gateways, social media platforms or other services.

We are not responsible for the privacy practices, security or content of websites that we do not operate. We encourage you to review their respective privacy policies before sharing personal information with them.

12. Children's Privacy

Our website is intended for customers and visitors who are legally able to use the services under applicable law.

We do not knowingly collect personal information from children in circumstances where such collection is prohibited by applicable law. If we become aware that personal information has been collected unlawfully, we will take appropriate steps to address the situation in accordance with applicable requirements.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business practices, website features, service providers or applicable legal requirements.

Any revised policy will be published on this page with an updated “Last Updated” date. We encourage you to review this page periodically.