Privacy policy

1. Who We Are and What This Policy Covers
COOLOVE LIMITED (referred to as “we”, “our”, or “us”) operates the website coolove.co.uk and all associated online services, features, and content (collectively, the “Platform”). This Privacy Policy explains how we collect, use, store, and share information that identifies or can be linked to you (“personal information”) when you visit our Platform, make a purchase, contact us, or otherwise interact with our services.

This Policy applies to all visitors, customers, and users of our Platform. By using our Platform, you acknowledge that you have read and understood this Privacy Policy.

2. Personal Information We May Collect
We collect different types of personal information depending on how you interact with us. These categories include:

  • Contact and identity data: your full name, billing and shipping addresses, phone number, and email address.

  • Payment and financial data: credit/debit card numbers, payment account details, transaction amounts, and confirmation codes (processed through our secure payment gateways).

  • Account credentials: username, password, security answers, and account preferences if you register with us.

  • Transaction history: products you viewed, added to your cart, purchased, returned, or exchanged, along with order dates and amounts.

  • Communications: any information you provide when you contact our customer service team, send us emails, or participate in surveys or reviews.

  • Device and browsing data: IP address, browser type, operating system, device identifiers, and referring URLs.

  • Usage patterns: how you navigate our Platform, which pages you visit, how long you stay, and the actions you take (e.g., clicks, searches).

We may also combine information from these sources to create a profile of your preferences and interests, which helps us tailor your shopping experience.

3. How We Obtain Your Personal Information
We collect personal information from the following sources:

  • Directly from you: when you create an account, place an order, subscribe to our newsletter, contact us, or submit feedback.

  • Automatically via technology: through cookies, tracking pixels, and similar tools that capture your device and usage data when you browse our Platform.

  • From third‑party partners: such as payment processors, shipping carriers, and analytics providers, who share information with us as needed to fulfil your requests.

  • From public or commercial sources: where permitted by law, we may supplement your information with data from external sources to improve our services.

4. Why We Use Your Personal Information
We rely on your personal information for the following lawful purposes:

  • To process and fulfil orders – including payment verification, order confirmation, shipping, returns, and refunds.

  • To manage your account – maintaining your profile, preferences, and order history.

  • To communicate with you – sending order updates, responding to inquiries, and providing customer support.

  • To personalise your experience – recommending products, showing relevant content, and remembering your settings.

  • For marketing and promotions – sending you promotional emails, push notifications, or targeted advertisements (you may opt out at any time).

  • To improve our services – analysing usage data to enhance Platform functionality, user experience, and product selection.

  • For security and fraud prevention – detecting suspicious activity, preventing unauthorised access, and protecting our systems and users.

  • To comply with legal obligations – responding to lawful requests from authorities, enforcing our terms, and resolving disputes.

5. When and Why We Share Your Information
We do not sell, rent, or trade your personal information to third parties for their own marketing purposes without your explicit consent. However, we may disclose your information in the following circumstances:

  • With service providers – companies that help us operate our business, such as payment gateways, shipping couriers, IT infrastructure providers, email delivery services, and customer support tools. These partners act on our behalf and are contractually bound to keep your data secure and use it only for the services they provide.

  • With our e‑commerce platform partner – we use a third‑party platform to host our online store. This partner may collect and process data about your interactions with our Platform to enable core functionalities (e.g., cart, checkout, payment). They act as a separate data controller for certain enhanced features; you can learn about their privacy practices through their own policy (available on their website).

  • With marketing partners – for online advertising campaigns, we may share limited, aggregated or hashed identifiers (not directly identifying you) with advertising networks, subject to your consent where required.

  • With business transferees – in the event of a merger, acquisition, or sale of assets, your information may be transferred as part of the transaction, provided the new entity continues to honour this Privacy Policy.

  • When required by law – if we believe in good faith that disclosure is necessary to comply with a court order, subpoena, or other valid legal process, or to protect our rights, property, or safety (and that of our users).

6. Links to Third‑Party Sites
Our Platform may contain links to external websites, social media platforms, or other online resources. We are not responsible for the privacy practices or content of those third‑party sites. We encourage you to review their privacy policies before sharing any personal information.

7. Children’s Privacy
Our Platform is not intended for children under the age of majority in their jurisdiction. We do not knowingly collect personal information from minors. If you are a parent or guardian and believe your child has provided us with personal data, please contact us, and we will take steps to delete that information promptly.

8. Data Security and Retention
We implement appropriate technical and organisational measures to protect your personal information against accidental loss, unauthorised access, alteration, or disclosure. These include encryption, firewalls, and access controls. However, no method of transmission over the internet is 100% secure, and we cannot guarantee absolute security.

We retain your personal information only as long as necessary for the purposes outlined in this Policy, unless a longer retention period is required or permitted by law. For example, we keep order records for tax and accounting purposes, and we retain account data until you request deletion.

9. Your Rights and How to Exercise Them
Depending on your jurisdiction, you may have the following rights regarding your personal information:

  • Right to access – request a copy of the personal data we hold about you.

  • Right to correction – ask us to update or correct inaccurate information.

  • Right to deletion – request that we erase your personal data, subject to legal exceptions.

  • Right to restriction – ask us to limit how we use your data in certain cases.

  • Right to portability – receive your data in a structured, machine‑readable format and transmit it to another controller.

  • Right to object – object to our processing for direct marketing or legitimate interests.

  • Right to withdraw consent – where we rely on your consent, you may withdraw it at any time.

To exercise any of these rights, please contact us at cooloveshopify@163.com. We may need to verify your identity before processing your request. We will respond within the timeframes required by applicable law.

You also have the right to lodge a complaint with your local data protection authority if you are unsatisfied with our handling of your request.

10. Marketing Preferences
You can opt out of receiving promotional emails by clicking the “unsubscribe” link in any marketing message we send you. Even if you opt out, we will continue to send you transactional or service‑related communications (e.g., order confirmations, shipping notifications).

11. International Data Transfers
We may store and process your personal information in countries outside your country of residence. When we transfer data from the European Economic Area (EEA) or the United Kingdom, we rely on appropriate safeguards, such as the European Commission’s Standard Contractual Clauses, to ensure an adequate level of protection. We take steps to ensure that any third‑party partners involved in such transfers also comply with applicable data protection laws.

12. Changes to This Privacy Policy
We may update this Privacy Policy periodically to reflect changes in our practices, legal requirements, or operational needs. Any revisions will be posted on this page with a new “Last updated” date. We encourage you to review this page regularly. If we make material changes, we will notify you by email or through a prominent notice on our Platform before the changes take effect.

13. Contact Us
If you have any questions, concerns, or requests regarding this Privacy Policy or our handling of your personal information, please reach out to us:

Email: cooloveshopify@163.com
Legal entity: COOLOVE LIMITED
Address: [Insert your full registered address]

We are committed to resolving any privacy‑related issues promptly and transparently.