Privacy policy

Privacy policy

1. Introduction

Mateo & Eliana ("we," "us," or "our") runs this e-commerce website and the related services (together, the "Platform"). We take your privacy seriously and are committed to handling your personal data responsibly.

By accessing or using our Platform, you agree to the terms set out in this Privacy Policy.

2. Information We Collect

We gather personal information that you give us directly, that is collected automatically, or that comes via third parties, including but not limited to:

  1. Contact and Identification Information: name, email, phone number, delivery and billing addresses.
  2. Order and Payment Details: items bought or returned, transaction values, payment references (complete payment data is handled securely by payment processors).
  3. Account Information: login credentials and preferences where you register an account.
  4. Customer Support Communications: messages and attachments shared with our team.
  5. Technical Data: IP address, device information, browser type, operating system, pages viewed, cookies and tracking identifiers.

3. How We Collect Data

  1. Directly from You: when you place orders, set up an account, subscribe to newsletters, or contact support.
  2. Automatically: through cookies, pixels, and similar technologies as you use the Platform.
  3. From Service Providers: including payment processors, delivery companies, marketing platforms, and analytics providers.

4. Use of Your Information

We handle your data for the following reasons:

  1. Order Fulfilment & Customer Service: to process purchases, deliver products, manage returns, and answer questions.
  2. Payment Processing & Fraud Prevention: to process payments securely and guard against unauthorised transactions.
  3. Platform Improvement & Analytics: to track usage and enhance our services.
  4. Marketing & Promotions: to send you newsletters and offers, subject to your consent where this is required. You can unsubscribe at any time.
  5. Legal Compliance: to meet legal and tax obligations and to respond to lawful requests.

5. Cookies and Tracking

We use cookies and similar tools to:

  1. run core site functions,
  2. remember your preferences,
  3. measure site performance, and
  4. deliver relevant marketing messages.

You can manage or switch off cookies through your browser settings, though doing so may affect some features of the Platform.

6. Sharing Your Information

We only share personal data where it is necessary, with:

  1. Platform Providers: Shopify, for hosting and order management.
  2. Payment Processors: for secure payment transactions.
  3. Shipping & Fulfilment Partners: to deliver your orders.
  4. Analytics & Marketing Services: to improve our services and communications.
  5. Legal and Professional Advisors: where required.
  6. Business Transfers: in the event of a merger or sale.

We do not sell your personal data to any third party.

7. International Transfers

Where relevant, your data may be handled by service providers based outside the United Kingdom. In such cases we make sure appropriate safeguards are in place to protect your information in line with applicable law.

8. Data Retention

We keep your personal data only for as long as it is needed to meet the purposes described here and to satisfy legal requirements:

  1. Transaction Records: up to 10 years.
  2. Account Data: for as long as your account remains active.
  3. Support Communications: up to 3 years after the matter is resolved.
  4. Marketing Preferences: until you unsubscribe.

9. Your Privacy Rights

Depending on where you live and the laws that apply, you may have the right to:

  1. access and receive a copy of your personal data,
  2. ask for corrections or deletion,
  3. restrict or object to processing,
  4. withdraw consent where processing relies on it.

To exercise these rights, contact us at info@mateo&eliana.com. We may need to verify your identity. We will respond within a reasonable period.

10. Children's Privacy

Our Platform is not aimed at anyone under 13 years of age, and we do not knowingly collect data from children. If you think we have collected a child's data, please contact us so we can delete it.

11. Automated Decision-Making

We do not use automated decision-making that produces legal effects or other similarly significant effects.

12. Shopify Platform

Our store runs on Shopify, which acts as our data processor. To learn more about how Shopify handles data, please see their Privacy Policy.

13. Policy Updates

We may revise this Privacy Policy from time to time. Any changes will appear here along with the date of the most recent revision. Continuing to use the Platform means you accept the updated policy.

14. Contact Us

Phone: +44 7828 706943

Email: info@mateo&eliana.com

Address: 2 Lansdowne Rd, Croydon, London, CR9 2ER, United Kingdom (Address for administrative correspondence and product returns only. There is no physical shop at this address.)

Customer Service Hours: Monday to Friday, 9.00 a.m. – 5.00 p.m. (GMT)

We aim to reply within 24 hours.