Privacy Policy

At Lunella, your privacy matters to us. This Privacy Policy explains how we collect, use, store, and protect your personal information when you visit our website, place an order, contact us, or interact with our brand online.

By using our website, you agree to the terms of this Privacy Policy.

1. Information We Collect

When you shop with Lunella or interact with us, we may collect personal information such as:

• Your name and surname

• Email address

• Phone number

• WhatsApp number, if provided

• Billing and delivery address

• Order details

• Payment confirmation details

• Communication history with our support team

• Website usage information, such as pages visited, device type, browser type, and cookies

We only collect information that is necessary to operate our store, process orders, deliver products, provide customer support, improve our website, and communicate with customers.

2. How We Collect Information

We may collect your information when you:

• Place an order on our website

• Create an account, if available

• Contact us by email, WhatsApp, or social media

• Subscribe to marketing updates

• Complete a form on our website

• Browse our website

• Interact with our adverts, social media pages, or website features

3. How We Use Your Information

Lunella may use your personal information to:

• Process and fulfil your order

• Confirm payment and order details

• Arrange delivery and courier services

• Send order updates and tracking information

• Respond to customer support queries

• Handle returns, refunds, exchanges, or complaints

• Prevent fraud, abuse, or unauthorised activity

• Improve our website, products, and customer experience

• Send marketing messages, only where permitted or where you have opted in

• Comply with legal, tax, accounting, and regulatory obligations

We will not sell your personal information.

4. Payments and Card Information

Payments made on our website may be processed through secure third-party payment providers.

Lunella does not store your full card details on our website. Card payments are handled by secure payment providers who process your payment information according to their own security and privacy standards.

If you experience a failed payment, duplicate payment, or payment-related issue, we may use your order and payment confirmation details to investigate and assist you.

5. Sharing Your Information

We may share limited personal information with trusted third parties where necessary to run our business and serve you.

This may include:

• Payment gateways and payment processors

• Courier and delivery partners

• Website hosting and e-commerce platforms

• Email, SMS, WhatsApp, or customer support tools

• Marketing and analytics tools

• Professional advisers, where required

• Regulators, authorities, or law enforcement where legally required

We only share the information needed for the specific service to be performed.

6. Marketing Communication

If you subscribe to our marketing updates, we may send you promotional emails, WhatsApp messages, product updates, offers, or brand news.

You can opt out of marketing communication at any time by using the unsubscribe option where available or by contacting us at:

support@lunella.co.za

Even if you opt out of marketing, we may still send you important order-related messages, such as payment confirmations, delivery updates, return updates, or customer support replies.

7. Cookies and Website Tracking

Our website may use cookies and similar technologies to improve your browsing experience, remember your preferences, understand website traffic, and support advertising or analytics.

Cookies may help us understand:

• Which pages customers visit

• How customers interact with our website

• Whether our website is working properly

• How to improve the shopping experience

You can control or disable cookies through your browser settings. Please note that some website features may not work properly if cookies are disabled.

8. Data Security

We take reasonable steps to protect your personal information from loss, misuse, unauthorised access, disclosure, alteration, or destruction.

These steps may include secure website technology, access controls, trusted payment processors, and limiting access to personal information only to those who need it for business purposes.

However, no online platform can guarantee complete security. Customers are responsible for keeping their account login details, passwords, and devices secure.

9. Keeping Your Information

We only keep your personal information for as long as reasonably necessary for the purposes explained in this Privacy Policy, unless a longer retention period is required by law, accounting rules, tax obligations, dispute resolution, fraud prevention, or legitimate business needs.

When information is no longer needed, we will take reasonable steps to delete, destroy, or anonymise it.

10. Your Privacy Rights

You may have the right to:

• Ask what personal information we hold about you

• Request correction of inaccurate or outdated information

• Request deletion of your personal information, where legally allowed

• Object to certain uses of your personal information

• Withdraw consent for marketing communication

• Ask how your personal information is being used

To make a privacy-related request, please contact us at:

support@lunella.co.za

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

11. Accuracy of Your Information

Customers are responsible for providing accurate and up-to-date information when placing an order or contacting us.

Lunella will not be responsible for delivery delays, failed deliveries, or support issues caused by incorrect or outdated customer information.

12. Children’s Privacy

Lunella does not knowingly collect personal information from children without the consent of a parent or legal guardian.

If you believe that a child has provided personal information to us without proper consent, please contact us so we can review and assist.

13. Third-Party Links and Social Media

Our website may include links to third-party websites, payment providers, social media platforms, or external services.

Lunella is not responsible for the privacy practices, content, or security of third-party websites. We encourage customers to read the privacy policies of any third-party platforms they use.

14. Updates to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business, website, legal requirements, or privacy practices.

The latest version will always be available on our website.

15. Contact Us

For privacy questions, customer support, or personal information requests, please contact us:

Email: support@lunella.co.za
WhatsApp: +27 69 735 7149
Facebook: Lunella
Instagram: @lunella.za
TikTok: @lunella_za

Business: Lunella
Country: South Africa