Privacy policy
Privacy Policy
Last updated: 4 July 2026
This Privacy Policy explains how Velunora Home, operated by VELUNORA COMMERCE LTD, collects, uses, stores and shares your personal information when you visit velunorahome.co.uk, make a purchase, contact us, create an account, subscribe to marketing communications or otherwise interact with our services.
For the purposes of UK data-protection law, VELUNORA COMMERCE LTD is normally the controller of the personal information described in this policy.
1. Who We Are
Trading name: Velunora Home
Legal company: VELUNORA COMMERCE LTD
Company number: 17320168
Registered in: England and Wales
Registered office:
2nd Floor College House
17 King Edwards Road
Ruislip, London
United Kingdom
HA4 7AE
Privacy contact email:
support@velunorahome.co.uk
The registered office is not a retail shop, warehouse or customer returns centre.
2. Personal Information We Collect
The information we collect depends on how you interact with our website and services.
Information You Provide Directly
We may collect:
Your full name
Billing address
Delivery address
Email address
Telephone number
Account login information
Products ordered
Order value and purchase history
Delivery instructions
Returns and refund information
Messages sent to customer support
Reviews, feedback or survey responses
Marketing preferences
Any other information you choose to provide
Payment Information
Payments may be processed by third-party payment providers such as Shopify Payments, Stripe, PayPal, card networks or other payment services shown at checkout.
We generally do not receive or store your complete card number, security code or online banking credentials. Payment providers process this information according to their own privacy and security policies.
We may receive limited payment-related information, such as:
Payment method type
Billing name
Billing address
Payment status
Transaction reference
Fraud-screening results
Partial or masked payment details
Information Collected Automatically
When you access our website, we and our technology providers may automatically collect:
Internet Protocol address
Browser type and version
Device type
Operating system
Language and regional settings
Referring website
Pages viewed
Products viewed
Links clicked
Search activity
Cart activity
Checkout activity
Purchase and conversion information
Date and time of visits
Approximate location derived from your IP address
Cookie identifiers
Advertising identifiers
Session and interaction information
Information Received From Other Sources
We may receive information from:
Shopify
Payment processors
Delivery carriers
Fulfilment partners
Fraud-prevention providers
Customer-support platforms
Analytics services
Advertising platforms
Email and marketing providers
Social-media platforms
Publicly available sources, where lawful
3. How We Use Personal Information
We may use personal information to:
Process and Fulfil Orders
This includes:
Confirming your order
Taking or verifying payment
Preparing and dispatching products
Providing tracking information
Communicating delivery updates
Managing returns, refunds, exchanges and replacements
Responding to order-related enquiries
Operate and Improve Our Store
We may use information to:
Maintain our website
Create and manage customer accounts
Remember cart contents and preferences
Improve navigation and product presentation
Analyse website performance
Diagnose technical problems
Improve products, pricing and customer service
Measure the performance of our business
Communicate With You
We may contact you to:
Confirm purchases
Send service and delivery messages
Respond to questions
Provide information about returns or refunds
Send important account or policy updates
Request feedback about an order
Notify you about safety, recall or product issues
Marketing and Advertising
Where permitted, we may use personal information to:
Send email marketing
Personalise website content
Measure advertising performance
Build advertising audiences
Show relevant advertisements
Limit repeated advertisements
Understand how customers interact with our ads
Attribute visits or purchases to advertising campaigns
Where consent is required, we will ask for it before using non-essential cookies or similar advertising technologies.
You may unsubscribe from marketing emails at any time by using the unsubscribe link contained in the email or by contacting us.
Security and Fraud Prevention
We may use information to:
Protect customer accounts
Detect suspicious activity
Prevent fraudulent transactions
Verify payments
Investigate disputes
Enforce our terms and policies
Protect our rights, customers and service providers
Comply with payment-provider and card-network requirements
Legal and Regulatory Compliance
We may process information to:
Keep accounting and transaction records
Respond to legal requests
Comply with tax, consumer, company and data-protection laws
Establish, exercise or defend legal claims
Cooperate with regulators, courts or law-enforcement authorities where legally required
4. Our Lawful Bases for Processing
Under UK data-protection law, we rely on one or more of the following lawful bases.
Contract
We process information when necessary to:
Take steps at your request before entering into a contract
Process your order
Take payment
Deliver products
Manage returns, refunds or exchanges
Provide customer support relating to your purchase
Legitimate Interests
We may process information where necessary for legitimate business interests, provided those interests are not overridden by your rights.
These interests may include:
Operating and improving the store
Understanding product and website performance
Preventing fraud
Securing our systems
Managing customer service
Protecting legal rights
Measuring business performance
Carrying out limited and appropriate direct marketing
Consent
We rely on consent where required, including for:
Certain marketing communications
Non-essential cookies
Advertising pixels
Personalised advertising technologies
You may withdraw consent at any time. Withdrawal does not affect processing that was lawful before consent was withdrawn.
Legal Obligation
We may process information where necessary to comply with applicable laws, regulations, court orders, tax requirements or regulatory obligations.
5. Shopify
Our store is hosted by Shopify.
Shopify provides the ecommerce platform that enables us to display products, accept orders and manage transactions.
Shopify may process personal information when you:
Visit the store
Add products to your cart
Create an account
Begin checkout
Place an order
Interact with Shopify-supported services
Shopify may also use information to provide security, fraud prevention, analytics, personalisation and platform services, depending on the Shopify features enabled for our store.
Your information may be stored or processed by Shopify and its service providers in countries outside the United Kingdom.
6. Payments
We may share necessary information with payment providers to:
Process payments
Verify identity
Prevent fraud
Manage chargebacks
Issue refunds
Meet legal and regulatory obligations
Payment providers may act as independent controllers for some of their processing activities. Their handling of your data is governed by their own privacy policies.
Please review the privacy information provided by the payment method you select at checkout.
7. Fulfilment, Suppliers and Delivery Carriers
We may share necessary customer and order information with:
Product suppliers
Manufacturers
Fulfilment centres
Warehousing providers
Packaging partners
Delivery carriers
Customs and import authorities
Tracking-service providers
This information may include:
Customer name
Delivery address
Telephone number
Email address
Product ordered
Quantity ordered
Delivery instructions
Order reference
Some products may be dispatched directly by approved suppliers, manufacturers or logistics partners.
We only provide the information reasonably necessary to prepare, dispatch, track and deliver the order.
8. Analytics and Advertising Services
We may use services supplied by companies such as Google and other advertising or analytics providers.
Depending on the tools enabled, these services may process information about:
Website visits
Products viewed
Cart activity
Checkout activity
Purchases
Device and browser information
Cookie identifiers
Approximate location
Advertising interactions
Referring websites and campaigns
We may use this information to:
Measure store traffic
Understand customer behaviour
Measure advertising results
Improve product listings
Prevent fraud
Personalise advertising where consented
Create aggregated reports
Where required, advertising and analytics technologies will not be activated until you provide consent through our cookie banner.
9. Cookies and Similar Technologies
Our website uses cookies and related technologies, which may include:
Cookies
Pixels
Tags
Local storage
Software development kits
Similar browser or device technologies
Necessary Cookies
Necessary cookies support essential functions such as:
Website security
Shopping-cart operation
Checkout
Account login
Fraud prevention
Remembering privacy choices
These technologies may be used without consent where legally permitted because they are necessary for the service you requested.
Analytics Cookies
Analytics cookies help us understand:
How visitors use the store
Which pages and products are popular
How visitors navigate the site
Whether technical problems occur
Whether advertising leads to purchases
We will request consent where required before using these cookies.
Advertising Cookies
Advertising technologies may be used to:
Measure ad performance
Personalise advertisements
Create advertising audiences
Limit repeated ads
Attribute purchases to campaigns
We will request consent where required before these technologies are used.
Managing Cookies
You can accept, reject or customise non-essential cookies through the cookie banner or privacy-preference settings available on our website.
You can also control cookies using your browser settings. Blocking certain cookies may affect the operation of some website features.
10. Email and Direct Marketing
We may send marketing communications where:
You have consented
You have requested them
The law otherwise permits us to do so
Marketing messages may include:
New products
Offers
Promotions
Abandoned-cart reminders
Product recommendations
Store news
You may unsubscribe at any time by:
Clicking the unsubscribe link in an email
Updating your preferences, where available
Emailing support@velunorahome.co.uk
We may still send essential service messages relating to orders, payments, deliveries, returns, security or legal matters.
11. When We Share Personal Information
We may share personal information with service providers and organisations including:
Shopify
Payment processors
Banks and card networks
Fraud-prevention providers
Suppliers and manufacturers
Warehousing and fulfilment providers
Delivery carriers
Customer-support providers
Email-service providers
Website-hosting and technical providers
Analytics providers
Advertising platforms
Accountants, insurers, auditors and legal advisers
Government authorities and regulators
Courts and law-enforcement bodies where required
We may also share information:
To complete a business sale, merger, restructuring or transfer
To protect our legal rights
To investigate fraud or security incidents
Where you have asked or authorised us to do so
Where disclosure is required by law
We do not sell personal information for money.
Some advertising or analytics activities may be treated as “sharing” or similar activity under certain privacy laws. Where applicable, we provide relevant consent or opt-out controls.
12. International Data Transfers
Some of our service providers, suppliers and fulfilment partners may be located outside the United Kingdom.
This means personal information may be processed in countries whose data-protection laws differ from UK law.
Where required, we use appropriate safeguards for international transfers, which may include:
UK adequacy regulations
International Data Transfer Agreements
The UK Addendum to approved standard contractual clauses
Contractual and organisational safeguards
Other legally recognised transfer mechanisms
13. How Long We Keep Information
We keep personal information only for as long as reasonably necessary for the purposes described in this policy.
Retention periods may depend on:
The nature of the information
Whether you have an active account
Whether an order or dispute remains open
Legal and tax-record requirements
Fraud-prevention needs
Warranty and returns periods
The need to establish, exercise or defend legal claims
For example, transaction and accounting records may be retained for the period required by applicable UK tax and company law.
Marketing information is retained until you unsubscribe, withdraw consent or the information is no longer reasonably required.
When information is no longer required, we may delete, anonymise or securely destroy it.
14. Data Security
We use reasonable technical and organisational measures designed to protect personal information from:
Unauthorised access
Loss
Misuse
Alteration
Disclosure
Destruction
These measures may include:
Secure HTTPS connections
Restricted administrative access
Payment-provider security controls
Account authentication
Fraud-monitoring systems
Regular platform and software updates
Staff and provider access controls
However, no online system can guarantee complete security. You should use a strong password and keep your login details confidential.
15. Your Data-Protection Rights
Depending on the circumstances, UK data-protection law may give you the right to:
Be informed about how your information is used
Request access to your personal information
Request correction of inaccurate or incomplete information
Request deletion of your information
Request restriction of processing
Object to certain processing
Request transfer of eligible information
Withdraw consent
Object to direct marketing
Complain to a data-protection regulator
Some rights are subject to legal conditions and exceptions.
To exercise a right, email:
Please include enough information for us to identify you and understand your request.
We may request reasonable proof of identity before responding.
16. Complaints
Please contact us first if you have a concern about how we use your personal information.
Email:
support@velunorahome.co.uk
You also have the right to complain to the UK data-protection regulator:
Information Commissioner’s Office
You can find information about making a complaint on the ICO website.
17. Children’s Privacy
Our store is intended for adults and is not directed at children.
We do not knowingly collect personal information from children in circumstances where parental consent is legally required.
If you believe a child has submitted personal information to us without appropriate permission, contact us so we can investigate and take appropriate action.
18. Third-Party Websites
Our website may contain links to third-party websites, services or social-media platforms.
We are not responsible for the privacy, security or content practices of third parties.
Please review their privacy policies before submitting personal information.
19. Changes to This Policy
We may update this Privacy Policy to reflect:
Changes to our services
Changes to technology providers
New legal requirements
Operational changes
New advertising or analytics tools
The revised policy will be published on this page with an updated date.
Where required, we will provide additional notice or request renewed consent.
20. Contact Us
For questions, privacy requests or complaints, contact:
Velunora Home
Email: support@velunorahome.co.uk
Operated by:
VELUNORA COMMERCE LTD
Company number: 17320168
Registered in England and Wales.
Registered office:
2nd Floor College House
17 King Edwards Road
Ruislip, London
United Kingdom
HA4 7AE