Privacy Policy

At Shoeelo, we respect your privacy and aim to be clear about how your personal information is collected, used and protected when you visit our website, create an account, place an order or contact us.

This Privacy Policy explains the types of information we may collect, why we use it, who we may share it with and the choices available to you.

What we collect

When you use Shoeelo, we may collect information that you provide directly to us, including:

• your name;
• email address;
• phone number;
• billing and delivery address;
• account login details;
• order and purchase history;
• product preferences, wishlist and saved items;
• messages or information you provide when contacting customer care;
• information submitted when subscribing to our newsletter.

When you browse our website, certain technical information may also be collected automatically, such as:

• IP address;
• browser type;
• device type;
• operating system;
• pages viewed;
• referring website;
• approximate location based on technical information;
• cookies and similar technologies.

Payment card details are normally processed directly by our payment service providers. Shoeelo should not store full payment card numbers unless specifically required and handled through an appropriately secured payment system.

How we use your information

We may use your personal information to:

• process, confirm and deliver your orders;
• arrange shipping and provide tracking information;
• process payments, refunds and exchanges;
• create and manage your Shoeelo account;
• respond to customer service requests;
• communicate important information about your order;
• prevent fraudulent or unauthorized transactions;
• improve our website, products and customer experience;
• understand how customers use our website;
• manage wishlists, saved preferences and shopping bags;
• maintain business and transaction records;
• comply with applicable legal, regulatory or accounting requirements.

Where you have chosen to receive marketing communications, we may also use your contact information to send you news, new product announcements, offers and other Shoeelo updates.

Who we share it with

We may share personal information with trusted service providers where necessary to operate our business and provide our services.

These may include:

• courier and delivery companies;
• payment processors and banks;
• website hosting and infrastructure providers;
• ecommerce and technology service providers;
• email, SMS or communication providers;
• analytics and website performance providers;
• fraud prevention and security providers;
• professional advisers such as accountants, auditors or legal advisers where necessary.

These parties should only receive information necessary to perform the relevant service.

We may also disclose information where required by law, regulation, court order or another lawful request from an appropriate authority.

We do not intend to sell your personal information to third parties.

Payments

Payments may be processed by third-party payment providers.

When you make a payment, your payment provider may collect and process information according to its own privacy and security policies.

For security reasons, Shoeelo should avoid storing complete payment card information directly on its own systems where the payment provider can securely process that information instead.

Delivery partners

To deliver your order, we may provide a courier or delivery partner with information such as your:

• name;
• delivery address;
• phone number;
• order or shipment reference;
• Cash on Delivery amount, where applicable.

This information is shared so the courier can complete and manage your delivery.

Newsletter and marketing

We only intend to send promotional emails or other marketing communications where you have subscribed or where another lawful basis permits us to do so.

Marketing messages may include:

• new arrivals;
• product launches;
• promotional offers;
• sale announcements;
• Shoeelo news.

Every marketing email should include an unsubscribe option.

You can unsubscribe at any time by using the unsubscribe link in an email or by contacting customer care.

Even if you unsubscribe from marketing, we may still send essential service messages relating to your orders, payments, account or customer service requests.

Launch list and pre-launch interest

Before our store opens, you can join our launch list. We collect your email address and, if you choose to give it, your WhatsApp number, together with the consent statement you agreed to and the date. We use them to tell you when Shoeelo opens and, as you agreed, to send news about new collections and offers. If you add your WhatsApp number, we may message you there about the launch and the items in your bag.

To understand which styles and sizes customers want, we record which products are viewed, added to bags and saved on our website. This is linked to a random identifier stored in a cookie on your device, not to your name. If you join the launch list, your sign-up is linked to that identifier and your bag, so we can tell you when the pieces you chose are ready to order. Activity by our own staff is not counted.

You can unsubscribe at any time using the link in our emails, or ask us to delete your details by contacting customer care.

Cookies

Shoeelo may use cookies and similar technologies to make the website work correctly and improve your shopping experience.

Cookies may be used to:

• keep you signed in;
• remember your shopping bag;
• save preferences;
• maintain your wishlist;
• understand website usage;
• measure website performance;
• help identify technical or security issues.

Where required, you may be given options to manage non-essential cookies.

You can also control certain cookies through your browser settings, although disabling some cookies may affect how parts of the website function.

How we measure visits and improve the site

To understand which pages and products interest people, and to find and fix problems, we keep a record of how our website is used. For each visit this can include:

• your IP address and the approximate city and country it points to;
• your device type, browser, operating system, screen size and language;
• the website, search engine, social network, advertisement or link that brought you to us, and any campaign details in that link;
• the pages you view, how long you spend on each, how far you scroll, and what you click or tap;
• shopping actions such as viewing a product, choosing a size, adding to your bag, saving to your wishlist and joining our launch list.

We may also record visits so that our team can replay how a page was used — for example, to see where a page is confusing or a button doesn't work. These recordings show the page, scrolling, mouse movement and taps. Anything you type into a form is masked and never recorded, and sign-in, account and order pages are not recorded at all. If your browser sends a "Do Not Track" or Global Privacy Control signal, we never make a recording of your visit; we still count the pages you view and the actions listed above, as for every visit.

These visit records are kept on our own servers, are only available to authorised members of our team, and are not sold or used by advertisers. Recordings are deleted after 30 days and other visit records after 180 days.

Google Analytics

We also use Google Analytics, a service provided by Google, to count visits and understand how our website is used — for example, which pages are viewed, how visitors arrive, and their approximate location and type of device. Google Analytics uses cookies to do this, and Google processes the information under its own privacy policy (opens in a new tab).

We use Google Analytics only to measure and improve our website. Its advertising features are switched off, so it is not used to show you ads. It does not run on account, order or other private pages, and it does not run if your browser sends a "Do Not Track" or Global Privacy Control signal.

You can also stop Google Analytics in your browser with Google's opt-out add-on (opens in a new tab) or by blocking cookies.

Meta Pixel

We use the Meta Pixel, a tool from Meta (Facebook and Instagram), to measure how well our posts and ads work: for example, how many people who saw an ad visited our website, viewed a product, added it to their bag or placed an order. The Pixel uses cookies and sends Meta these actions together with technical details of your browser and device. Meta may link this to your Facebook or Instagram account and use it to show you relevant ads, under its own privacy policy (opens in a new tab).

When you place an order, we tell Meta that a purchase was made and its value, without your name, address or order link. The Pixel does not run on account, order or other private pages, or if your browser sends a "Do Not Track" or Global Privacy Control signal. You can control ads based on your activity in your Facebook ad preferences (opens in a new tab) or by blocking cookies.

How long we keep your information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected.

For example, order and transaction records may need to be retained for accounting, tax, fraud prevention, customer service or legal purposes.

Information that is no longer required should be deleted, anonymized or securely archived in accordance with applicable requirements and business needs.

Security

We take reasonable technical and organizational measures to protect personal information against unauthorized access, loss, misuse, disclosure or alteration.

These measures may include:

• secure connections;
• restricted access to customer information;
• password protection;
• secure hosting infrastructure;
• security monitoring;
• use of trusted payment providers.

However, no online system can guarantee absolute security.

We encourage customers to use strong passwords and to keep their account credentials private.

Your choices

Depending on applicable law and the circumstances, you may be able to request that we:

• provide information about the personal data we hold about you;
• correct inaccurate information;
• update your account details;
• delete certain personal information;
• close your Shoeelo account;
• stop sending marketing communications.

You may also be able to update some information directly through your account page.

To make a privacy-related request, please contact us using the details on our Contact page.

We may need to verify your identity before processing certain requests.

Some information may need to be retained where required for legal, financial, fraud-prevention or record-keeping purposes.

Children's privacy

Shoeelo is not intended to knowingly collect personal information directly from young children without appropriate parental or guardian involvement.

If you believe personal information relating to a child has been submitted to us inappropriately, please contact us so the matter can be reviewed.

Third-party links

Our website may contain links to third-party websites or services.

Shoeelo is not responsible for the privacy practices of those third parties. We recommend reviewing their privacy policies before providing them with personal information.

Changes to this policy

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

When changes are made, the updated date shown at the top of this page should be revised.

Contact

If you have questions about this Privacy Policy or would like to make a privacy-related request, please contact customer care.

When contacting us about privacy, please include enough information for us to identify and respond to your request.