Privacy Policy

Who We Are

This website is operated by EcoPhilia. In this Privacy Policy, “EcoPhilia”, “we”, “us” and “our” refer to the EcoPhilia businesses responsible for operating our store, fulfilling orders and providing customer support.

If you have questions about this Privacy Policy or how your personal information is handled, you can contact us at support@ecophiliaco.com.

Information We Collect

The personal information we collect depends on how you interact with EcoPhilia. It may include:

• name, billing address, shipping address and contact details;
• email address and telephone number;
• order details, products purchased and personalisation instructions;
• account information if you create a customer account;
• payment and transaction information processed through our payment providers;
• communications you send to our customer-care team;
• photographs, handwriting, fingerprints, paw prints, artwork or other files you submit for personalisation;
• device, browser, IP address, cookie and usage information collected when you use our website;
• marketing preferences and information about how you interact with our emails or advertisements.

We may collect information directly from you, automatically through the website, or from service providers that help us operate our business.

How We Use Your Information

We may use personal information to:

• process, personalise, manufacture and fulfil your orders;
• send order confirmations, production updates, shipping notifications and customer-service messages;
• verify payments, prevent fraud and protect our store and customers;
• respond to enquiries, returns, exchanges, complaints or warranty requests;
• operate, maintain and improve our website, products and customer experience;
• understand website performance and customer behaviour;
• send marketing communications where permitted and where you have not opted out;
• comply with legal, tax, accounting, regulatory and record-keeping obligations;
• establish, exercise or defend legal claims where necessary.

Personalisation Files & Customer Content

Some EcoPhilia products require you to submit personal content such as photographs, handwriting, fingerprints, paw prints, drawings, names, dates, monograms or other artwork.

We use these materials primarily to prepare, produce, quality-check and fulfil the personalised item you ordered, and to provide related customer support.

Please only submit content that you are authorised to use. You are responsible for ensuring that submitted content does not unlawfully infringe the privacy, copyright, trademark or other rights of another person.

Cookies, Analytics & Similar Technologies

Our website may use cookies, pixels, local storage and similar technologies to operate essential site features, remember preferences, understand website traffic, measure performance and support marketing.

These technologies may collect information such as device type, browser, IP address, pages viewed, referring pages, approximate location and interactions with the site.

Where required by applicable law, non-essential cookies or similar technologies will be used based on your consent. You may also be able to control cookies through your browser settings or any cookie-preference tools available on our site.

Email & Marketing Communications

If you subscribe to our newsletter, request marketing updates, or otherwise consent where required, we may send you information about EcoPhilia products, personalised jewellery, customer stories, new collections and offers.

You can unsubscribe from marketing emails at any time by using the unsubscribe link included in the message or by contacting us.

Even if you opt out of marketing, we may still send transactional or service-related communications, including order confirmations, shipping updates and messages about an existing order.

When We Share Personal Information

We may share personal information with service providers and partners where reasonably necessary to operate our business and provide your order.

These may include providers that support:

• e-commerce hosting and website functionality;
• payment processing and fraud prevention;
• production, engraving and order fulfilment;
• shipping, delivery and parcel tracking;
• email, customer support and communications;
• analytics, advertising and marketing;
• IT, data storage and security;
• professional, legal, accounting and regulatory services.

We may also disclose personal information where required by law, regulation, court order or lawful request, or where necessary to protect our rights, customers, business or the public.

If our business is involved in a merger, acquisition, restructuring, financing, sale or transfer of assets, personal information may be transferred as part of that transaction subject to applicable law.

Shopify & Payment Processing

Our online store is hosted by Shopify. Shopify provides the e-commerce infrastructure that allows us to operate our website and process orders.

Payments may be processed by Shopify Payments and/or other payment providers made available through checkout. Payment providers may collect and process payment-card or transaction information under their own privacy terms.

EcoPhilia does not need to receive the complete payment-card information used by your payment provider in order to fulfil your order.

International Data Transfers

EcoPhilia serves customers internationally and works with service providers, fulfilment partners and technology providers in different countries.

As a result, personal information may be processed or stored outside the country where you live. Where required, we take reasonable steps designed to ensure that international transfers are handled in accordance with applicable data-protection requirements.

How Long We Keep Information

We retain personal information for as long as reasonably necessary for the purposes described in this Policy, including to fulfil orders, maintain business and tax records, resolve disputes, provide customer service, prevent fraud and meet legal or regulatory obligations.

Retention periods may vary depending on the type of information, why it was collected and any applicable legal requirements.

Personalisation files may also be retained for a reasonable period where needed to support your order, remake, warranty or customer-service request, unless a different retention requirement applies.

Security

We use reasonable administrative, technical and organisational measures designed to protect personal information. However, no method of transmission over the internet or electronic storage system can be guaranteed to be completely secure.

You are responsible for keeping any account credentials confidential and for notifying us if you believe your account or personal information may have been compromised.

Your Privacy Rights

Depending on where you live, you may have rights in relation to your personal information. These may include the right to request:

• access to personal information we hold about you;
• correction of inaccurate or incomplete information;
• deletion of personal information in certain circumstances;
• restriction of or objection to certain processing;
• a copy or transfer of certain personal information;
• withdrawal of consent where processing is based on consent;
• information about certain disclosures or uses of your personal information.

These rights are not absolute and may be subject to legal exceptions. We may need to verify your identity before completing a request.

To make a privacy request, contact support@ecophiliaco.com.

You may also have the right to complain to a relevant data-protection or privacy authority in your jurisdiction.

Children’s Privacy

Our website and products are not intended to collect personal information from children without appropriate involvement from a parent or legal guardian where required by law.

If you believe a child has provided personal information to us improperly, please contact us so we can review the matter.

Third-Party Websites & Services

Our website may contain links to third-party websites, social platforms, payment services or other external services. Their privacy practices are governed by their own policies, not this Privacy Policy.

We encourage you to review the privacy information of any third-party service you choose to use.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our practices, services, technology, legal requirements or other operational reasons.

The current version will be posted on this page with the updated revision date.