Privacy policy

Last Updated: March 11, 2026

Overview

This Privacy Policy explains how Elara London ("we," "us," or "our") collects, uses, and protects your personal information when you visit our website or place an order with us. We are committed to handling your data responsibly and in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

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

Information We Collect

Information you provide directly:

  • Name, billing and shipping address, email address, and phone number
  • Order details including purchases, returns, and enquiries
  • Payment information (processed securely by Shopify — we do not store full card details)
  • Communications you send to our customer support team

Information collected automatically:

  • IP address, browser type, and device information
  • Pages viewed, time spent on the site, and cart activity
  • Cookies and similar tracking technologies

Information from third parties:

  • Shopify, as our e-commerce platform and data processor
  • Payment processors involved in completing your transaction
  • Google, in connection with analytics and advertising services

We do not buy or sell personal data.

How We Use Your Information

We process your personal information for the following purposes:

  • To process and fulfil your orders, including payment and delivery
  • To provide order updates, tracking information, and customer support
  • To handle returns and exchanges
  • To improve and personalise our website and services
  • To analyse website performance using Google Analytics
  • To show relevant advertisements via Google Ads
  • To detect and prevent fraud and unauthorised activity
  • To comply with applicable legal and regulatory obligations

Legal Basis for Processing

We process your personal data on the following legal grounds:

  • Contract performance – to fulfil your order and provide our services
  • Legal obligation – to comply with tax, accounting, and consumer law requirements
  • Legitimate interests – to improve our services, prevent fraud, and conduct marketing
  • Consent – where required by law, for example for certain cookies or marketing communications

Shopify

Our store is hosted and operated on Shopify. Shopify processes personal information on our behalf to manage checkout, payments, fraud detection, and analytics. Shopify acts as our data processor and operates under a Data Processing Addendum in accordance with UK GDPR.

Payment Processing

All payments are securely processed by Shopify and its payment partners. We do not store or have access to your full payment card details. All transactions are encrypted using SSL technology.

Cookies & Tracking Technologies

We use cookies and similar technologies to:

  • Enable essential website functionality
  • Analyse site traffic and performance via Google Analytics
  • Support advertising campaigns via Google Ads

You can manage or disable cookies through your browser settings. Please note that disabling certain cookies may affect the functionality of our website.

How We Share Your Information

We only share personal data when necessary to operate our services. This includes:

  • Shopify – for store hosting, checkout, and payment processing
  • Royal Mail – for order fulfilment and delivery
  • Google – for analytics and advertising purposes
  • Legal authorities – where required by law or to protect our legal rights

All third parties are required to handle your data in accordance with applicable data protection laws. We do not sell or rent your personal data.

Data Retention

We retain personal data only for as long as necessary to fulfil the purposes outlined in this policy or as required by law. Order-related data may be retained for up to seven years for tax and accounting purposes, after which it is permanently deleted or anonymised.

Data Security

We implement appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, misuse, or alteration. However, no system is completely secure, and we cannot guarantee absolute security.

Your Rights

Under UK GDPR, you have the right to:

  • Access a copy of the personal data we hold about you
  • Request correction of inaccurate or incomplete data
  • Request deletion of your data where legally permissible
  • Object to or restrict certain types of processing
  • Request data portability
  • Withdraw consent at any time (this does not affect prior processing)

To exercise any of these rights, please contact us at info@elara-london.com. We may request proof of identity before processing your request and will respond within the statutory timeframe.

You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.

Children's Privacy

Our website is not intended for children. We do not knowingly collect personal data from minors. If you believe a child has provided us with personal information, please contact us at info@elara-london.com and we will delete it promptly.

Third-Party Links

Our website may contain links to third-party websites. We are not responsible for their privacy practices and encourage you to review their policies before submitting any personal information.

Changes to This Policy

We reserve the right to update this Privacy Policy at any time. Any changes will be reflected on this page with a revised Last Updated date. We encourage you to review this policy periodically. Continued use of our website following any changes constitutes your acceptance of the updated policy.

Contact Information

Store Name: Elara London
Email: info@elara-london.com
Phone: +44 20 8073 1743
Response Time: 30 minutes - 24 hours

Customer Service Hours:
Monday-Friday: 09:00-17:00 GMT
Saturday & Sunday: 10:00-16:00 GMT

Company Information

Operated By: Jarne Peters
Company Number: 0795230843
VAT Number: BE0795230843
Company Address: Trinellestraat 20, Riemst, Limburg, 3770, Belgium