Privacy policy

Last updated: 9 October 2026

Velamuse operates this online store and website, including the related content, features, tools, products and services offered through it, collectively referred to as the “Services.” Our store is hosted by Shopify, which provides the ecommerce platform that enables us to offer the Services.

This Privacy Policy explains how Velamuse collects, uses, stores and discloses personal information when you visit our website, create an account, place an order, contact us or otherwise interact with the Services.

If there is a conflict between this Privacy Policy and our Terms of Service regarding the collection, use or disclosure of personal information, this Privacy Policy will apply to those privacy-related matters.

Please read this Privacy Policy carefully. By accessing or using the Services, you acknowledge that you have read and understood how we handle personal information as described below.

Personal Information We Collect or Process

“Personal information” means information that identifies you or can reasonably be associated with you. It does not include information that has been anonymised so that it can no longer reasonably identify an individual.

Depending on how you interact with the Services, we may collect or process the following categories of personal information:

  • Contact information, including your name, email address, telephone number, billing address and delivery address.
  • Order and transaction information, including products viewed, placed in your basket, purchased, returned, exchanged or cancelled, together with order history and transaction details.
  • Payment information, including payment method, transaction reference, payment status and billing details. Complete card numbers and card security codes are handled by authorised payment providers and are not directly stored by Velamuse.
  • Account information, including your username, encrypted password, account preferences and saved settings.
  • Customer-support information, including messages, photographs, documents and other details you provide when contacting us about an order, return, refund or enquiry.
  • Device and technical information, including your IP address, browser type, device type, operating system, network information and other online identifiers.
  • Website-usage information, including the pages and products you view, the time and manner in which you use the Services, basket activity and interactions with website features.
  • Marketing and preference information, including communication preferences, consent records and responses to promotional messages.
  • Security information, including data used to detect suspicious activity, prevent fraud and protect customer accounts and transactions.

We do not intentionally request special-category or highly sensitive personal information unless it is genuinely necessary for a specific purpose and handled with appropriate safeguards.

Personal Information Sources

We may collect personal information from the following sources:

  • Directly from you when you place an order, create an account, complete a form, subscribe to marketing communications, request a return or contact us.
  • Automatically from your browser or device when you visit or use the Services, including through cookies and similar technologies.
  • From Shopify and other service providers that help us operate the website, process payments, fulfil orders, deliver products, prevent fraud or provide customer support.
  • From payment providers, delivery carriers and fulfilment partners in connection with transactions and deliveries.
  • From advertising or analytics partners, where their use is enabled and appropriate consent or another valid basis applies.
  • From another person acting with your permission, such as someone placing an order on your behalf.
  • From publicly available sources where collection and use are appropriate and permitted.

Where cookies or similar technologies require consent, they should only be activated in accordance with the choices made through the website’s cookie-consent controls.

How We Use Your Personal Information

We use personal information only where we have an appropriate reason for doing so. Depending on the circumstances, our reasons may include performing a contract with you, complying with a legal obligation, obtaining your consent or pursuing legitimate business interests that do not override your rights.

We may use personal information for the following purposes:

  • Providing and Managing the Services: To process payments, confirm and fulfil orders, arrange delivery, manage customer accounts, process returns or refunds and provide the products and services requested.
  • Improving the Services: To understand how customers use the website, troubleshoot problems, improve website performance and develop a more useful shopping experience.
  • Personalising Your Experience: To remember your preferences, display relevant content and recommend products that may be of interest to you.
  • Marketing and Advertising: To send promotional emails or other marketing communications where you have consented or where another permitted basis applies. We may also use information for advertising and campaign measurement, subject to your cookie and privacy choices.
  • Security and Fraud Prevention: To authenticate accounts, secure transactions, identify suspicious activity, prevent fraud, investigate misuse and protect Velamuse, our customers and service providers.
  • Customer Communication: To respond to enquiries, provide order updates, handle complaints and maintain our customer relationship with you.
  • Legal and Regulatory Purposes: To comply with applicable obligations, respond to valid legal requests, maintain required records and establish, exercise or defend legal claims.
  • Business Administration: To maintain internal records, conduct audits and support the operation or restructuring of our business.

We do not currently make decisions based solely on automated processing that produce legal or similarly significant effects on customers. Automated tools may flag an order for fraud or security review, but appropriate cases may be reviewed before significant action is taken.

How We Disclose Personal Information

We may disclose personal information where reasonably necessary for the purposes described in this Privacy Policy.

Recipients may include:

  • Shopify, which hosts and supports our online store.
  • Payment processors, banks and payment-security providers.
  • Delivery carriers, warehouses and order-fulfilment providers.
  • Website hosting, cloud-storage and IT-service providers.
  • Customer-support, analytics and fraud-prevention providers.
  • Professional advisers, including accountants, insurers, auditors and legal advisers.
  • Advertising and marketing partners where their services are used and your choices permit the relevant processing.
  • Government authorities, regulators, courts or law-enforcement bodies where disclosure is required or lawfully requested.
  • A buyer, successor or adviser in connection with a proposed or completed sale, merger, restructuring or transfer of the business.

We may also disclose information when you ask us to do so, give your consent or use a feature that requires information to be shared with another service.

We do not sell customers’ personal information in exchange for money. Where information is used for personalised advertising, it will be handled according to applicable privacy requirements and the choices available through our website.

Service providers are expected to use personal information only for the services they provide or as otherwise permitted by their own lawful obligations.

Relationship with Shopify

The Services are hosted by Shopify. Shopify collects and processes information about your access to and use of the Services so that it can provide and improve the ecommerce platform and related features.

Information submitted through our store may be transmitted to Shopify and to service providers working with Shopify. These organisations may process information in countries outside the United Kingdom.

Some Shopify features may use information obtained from your interactions with Velamuse, other Shopify merchants and Shopify’s platform to provide security, analytics, personalisation or advertising-related services.

Where Shopify independently determines how information is used for its own purposes, Shopify is responsible for that processing and for handling applicable privacy requests relating to it.

You can learn more by reviewing the Shopify Consumer Privacy Policy. Requests relating specifically to Shopify’s processing may also be submitted through the Shopify Privacy Portal.

Third Party Websites and Links

The Services may contain links to websites, social-media platforms or online services operated by third parties.

Velamuse does not control the privacy, security or content practices of independent third-party websites. If you follow an external link, you should review that provider’s privacy policy and terms before supplying personal information.

Information posted on a public or semi-public platform may be visible to other users and may be used by third parties. You should avoid sharing personal, payment or confidential information through public areas.

The inclusion of a third-party link does not by itself mean that Velamuse endorses or controls that third party.

Children’s Data

The Services are not intended for children under the age of 13, and we do not knowingly collect personal information from children under that age.

Individuals under the age of 18 should use the Services only with the involvement of a parent or legal guardian.

If you are a parent or guardian and believe that a child has provided personal information to Velamuse, please contact us using the details below. We will review the request and take appropriate steps to delete the information where required.

We do not knowingly use children’s personal information for personalised advertising.

Security and Retention of Your Information

We use reasonable administrative, technical and organisational safeguards intended to protect personal information against unauthorised access, misuse, loss, alteration or disclosure.

Payments are processed through secure third-party payment providers. Customers should not send complete card numbers, card security codes, account passwords or other confidential financial credentials by email, telephone or an unsecured communication channel.

No electronic transmission or storage method can be guaranteed to be completely secure. Customers are responsible for protecting their account credentials and should contact us if they believe their account has been compromised.

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected. The retention period depends on factors including:

  • Whether the information is needed to complete an order or provide customer support.
  • Whether you maintain an active customer account.
  • The nature and status of a transaction, return, refund or dispute.
  • Fraud-prevention and security requirements.
  • Accounting, tax, regulatory and recordkeeping obligations.
  • The need to establish, exercise or defend legal claims.
  • Any valid request to delete information.

When information is no longer required, we will delete, anonymise or securely dispose of it, subject to any necessary retention obligations.

Your Rights and Choices

Depending on the circumstances and the applicable requirements, you may have the following rights concerning your personal information:

  • Right of Access: You may request confirmation of whether we process your personal information and ask for a copy of the information we hold.
  • Right to Rectification: You may request correction of inaccurate or incomplete personal information.
  • Right to Erasure: You may request deletion of personal information in circumstances where continued retention is not required.
  • Right to Restrict Processing: You may ask us to limit how personal information is used in certain circumstances.
  • Right to Object: You may object to processing based on legitimate interests and may object at any time to the use of your information for direct marketing.
  • Right to Data Portability: In qualifying circumstances, you may request personal information in a structured, commonly used and machine-readable format or ask for it to be transferred to another provider.
  • Right to Withdraw Consent: Where processing relies on your consent, you may withdraw that consent at any time. Withdrawal does not affect processing that took place before consent was withdrawn.
  • Rights Relating to Automated Decisions: You may ask for information about qualifying automated decision-making and request human review where applicable.
  • Managing Marketing Preferences: You may unsubscribe from promotional emails using the unsubscribe option contained in each marketing message. We may continue sending essential non-promotional messages relating to orders, accounts, security or customer support.
  • Managing Cookie Preferences: Where available, you may use the website’s cookie controls to manage optional analytics and advertising technologies.

To exercise a privacy right, contact us using the details below. Please describe your request clearly and identify the email address associated with your account or order.

We may request reasonable information to verify your identity before completing a request. We will only request information necessary for verification and will respond within the applicable response period, normally within one month. Where a request is complex, we will notify you if additional time is required.

You may authorise another person to submit a request on your behalf. We may require evidence of that authority and may contact you directly to confirm the request.

You will not be treated unfairly for exercising a privacy right.

Complaints

If you have a concern about how Velamuse collects or uses personal information, please contact us first using the details below so that we can investigate and respond.

You also have the right to lodge a complaint with the UK Information Commissioner’s Office:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
United Kingdom

Telephone: 0303 123 1113
Website: ico.org.uk

Contacting Velamuse first does not prevent you from contacting the Information Commissioner’s Office at any time.

International Transfers

Some service providers used by Velamuse, including Shopify and associated technology providers, may process or store personal information outside the United Kingdom.

When personal information is transferred internationally, appropriate safeguards will be used where required. These may include:

  • Transferring information to a country recognised as providing an adequate level of data protection.
  • Using the UK International Data Transfer Agreement.
  • Using the UK Addendum to approved Standard Contractual Clauses.
  • Applying another recognised transfer mechanism or lawful exception.

You may contact us if you would like further information about the safeguards relevant to an international transfer of your personal information.

Changes to This Privacy Policy

We may update this Privacy Policy to reflect changes to our Services, business practices, service providers or privacy requirements.

When changes are made, the revised policy will be posted on this website and the “Last updated” date will be amended. Where appropriate, additional notice may be provided through the website, by email or through another suitable method.

We encourage customers to review this Privacy Policy periodically.

Contact

For questions about this Privacy Policy, our privacy practices or a request concerning your personal information, contact us using the details below:

Trade Name: Velamuse

Support Email: support@velamuse.store

Phone Number: +44 343 337 7889

Business Hours: Monday to Friday, 9:00 AM–5:00 PM (UK Time – GMT/BST)

Business Address: 91 Gwynedd Ave, Swansea, SA1 6LH, United Kingdom

For data-protection purposes, Velamuse is the controller of personal information processed for the purposes described in this Privacy Policy.