Privacy Policy – Eloise US

Welcome to Eloise Sri Lanka (“Eloise”, “we”, “us”, or “our”). This Privacy Policy explains how we collect, use, disclose, and protect personal information when you visit or make purchases on our website, interact with our services, or contact us. By using the Eloise website or services, you agree to the collection and use of information as described below.

1. Who we are / Contact details
Eloise Sri Lanka
Address: No 5b Sri Jayawardanepura Kotte
Email: support@eloisesl.com
Phone: +94 71 542 2227

If you have any questions, requests, or complaints about how we process personal data, please contact us at the email address above.

2. Scope
This policy applies to personal information collected through:

our website(s) (including mobile web),
online orders and checkout,
customer service and support interactions,
marketing sign-ups and newsletters, and
any other interactions where we obtain personal information in connection with our homeware and décor business.
It does not apply to the practices of third parties that we do not own or control (for example, third‑party marketplaces or external social media platforms).

3. Personal data we collect
We collect the following categories of information, as necessary for the purposes described below:

Account & identity data: name, date of birth (if provided), username, password.
Contact details: postal address, email address, telephone/mobile number.
Transaction data: order details, billing/shipping address, payment confirmation (note: payment card numbers are processed by third‑party payment processors, see Section 6).
Purchase preferences & product preferences: items viewed, wishlists, returns, feedback.
Technical & usage data: IP address, device and browser information, pages viewed, referral/exit pages, operating system, mobile device identifiers, and log data from your use of the website.
Marketing & communications data: marketing preferences, consent records, and engagement with emails or campaigns.
Customer service data: correspondence, chat logs, photos or videos you provide about orders or issues.
Cookies & tracking identifiers: persistent and session cookies, web beacons, and similar technologies.
Sensitive data: we do not generally collect special categories of personal data (e.g., health, race, religious beliefs). If you voluntarily provide such information (e.g., for a custom order), we will treat it with additional care and may request explicit consent.
4. How we use personal data (purposes)
We use personal data to:

process and fulfil your orders (including shipping and returns), process payments, issue invoices, and provide order updates;
create and manage your account and authenticate access;
respond to customer service requests and resolve issues or disputes;
deliver marketing communications (where you have consented or where otherwise permitted) and personalise offers, recommendations, and website content;
analyze and improve our website, products, and services (analytics and performance monitoring);
prevent and detect fraud, comply with legal obligations, and protect our rights and property; and
any other purpose disclosed to you at the time of collection.
Where required by applicable law, we will rely on one or more lawful bases to process your personal data (for example: consent, performance of a contract, compliance with a legal obligation, or our legitimate interests such as improving our services, fraud prevention, and marketing). Where we rely on legitimate interests, we will balance those interests against your privacy rights.

5. Sharing and disclosure of personal data
We may share personal data with:

service providers and processors who help operate our business (payment processors, delivery & logistics partners, hosting and analytics providers, email and marketing platforms, customer support platforms);
suppliers and manufacturers for order fulfilment and warranty/repair claims;
professional advisers and auditors (where necessary);
law enforcement, government authorities, or other third parties when required by law, to respond to legal process, to protect the rights or safety of others, or to enforce our Terms of Service; and
in the event of a corporate transaction (merger, acquisition, sale of assets), personal data may be transferred as part of the transaction; we will require the transferee to use the personal data in a manner consistent with this policy.
We will not sell personal data to third parties for their own direct marketing purposes.

6. Payments & third‑party services
We use third‑party payment processors to handle payments. When you provide payment card details, that information is typically collected and stored directly by the payment processor and not by Eloise. We recommend reviewing the privacy policies of those payment providers.

We may also use third‑party analytics, advertising, and social media services. These services may set cookies and collect information about your online activity. Their use of your information is governed by their privacy policies.

7. Cookies, tracking & marketing
We and our service providers use cookies and similar tracking technologies to:

enable basic site functionality and security;
remember your preferences and shopping cart;
measure and improve site performance and user experience; and
deliver relevant advertising (where you have given consent or as otherwise permitted).
Most browsers allow you to refuse or block cookies via settings. Note that disabling cookies may affect website functionality. For marketing emails, you can opt out using the unsubscribe link in any marketing email or by contacting us at support@eloisesl.com.

8. Data security
We implement reasonable technical and organisational measures to protect personal data against unauthorised access, loss, misuse, or alteration. Measures include access controls, encryption for data in transit, regular security reviews, and contractual controls with processors.

No transmission over the Internet or electronic storage is completely secure. While we strive to protect your personal data, we cannot guarantee absolute security.

9. Data retention
We retain personal data for as long as necessary to fulfil the purposes set out in this policy, to comply with legal obligations, to resolve disputes, and to enforce agreements. Typical retention periods:

transactional and purchase records: as required by tax and accounting laws (usually several years);
account information: for the duration of your account plus a reasonable period after account closure for backup, legal, or fraud‑prevention purposes;
marketing consent records: until consent is withdrawn or as required to demonstrate compliance.
When personal data is no longer required, we will securely delete or anonymise it.

10. Your rights and choices
Depending on applicable law, you may have the right to:

access personal data we hold about you;
correct inaccurate or incomplete data;
request deletion or restrict processing of your personal data;
object to processing (including profiling) based on legitimate interests or for direct marketing;
withdraw consent where processing is based on consent; and
request data portability where technically feasible.
To exercise rights, contact us at support@eloisesl.com. We may require identity verification before fulfilling requests. We aim to respond to requests promptly and in accordance with applicable law (typically within 30 days).

If you are not satisfied with our response, you may lodge a complaint with the relevant data protection authority or regulator in Sri Lanka.

11. International transfers
We may transfer personal data to service providers or partners located outside Sri Lanka. Where transfers occur, we will take steps to ensure appropriate safeguards are in place to protect your personal data in accordance with applicable law (for example through contractual protections).

12. Children’s privacy
Our services are not intended for children under 18. We do not knowingly collect personal data from children under 18 without parental consent. If we learn we have collected personal data from a child under 18 without verification of parental consent, we will take steps to delete that information.

13. Automated decision‑making and profiling
We may use automated tools to personalise product recommendations and marketing. Where such automated processing has a legal or similarly significant effect on you, we will provide appropriate information and, where required, obtain consent or offer the ability to request human review or opt out.

14. Changes to this policy
We may update this Privacy Policy to reflect changes in our practices or legal requirements. We will post the updated policy on our website with a revised “Last updated” date. Material changes will be notified to customers when appropriate (for example, by email).

15. Links to other sites
Our website may contain links to third‑party sites. This Privacy Policy does not apply to external websites. We encourage you to read the privacy policies of any site you visit.

16. How to contact us / exercise your rights
Email: support@eloisesl.com
Phone: +94 71 542 2227
Address: No 5b Sri Jayawardanepura Kotte

Please include your full name, contact details, order number (if applicable), and a clear description of your request when contacting us.

17. Legal & regulatory notes
We will process personal data in accordance with applicable Sri Lankan data protection laws and regulations. This Privacy Policy is a general overview and does not constitute legal advice. For specific legal requirements (including any registration, record‑keeping, or reporting obligations) consult a qualified Sri Lankan attorney.