Privacy Policy
Last updated: 3 September 2026
Velura LTD takes your privacy seriously. This policy explains what personal information we collect when you visit our website, place an order or contact us — why we hold it, who else sees it, and what you can require us to do about it.
We process personal information under the UK General Data Protection Regulation and the Data Protection Act 2018.
We never sell or rent your personal information.
1. Who's responsible
Velura LTD is the data controller for everything described here.
| Store name | Velura |
| Company name | Velura LTD |
| Business address | 1 New Change, London EC4M 9AF, United Kingdom |
| support@velurastore.com | |
| Phone | +44 20 7002 8900 |
| Service hours | Monday to Friday, 9:00 am–9:00 pm UK time |
| Response time | Within one working day |
Saturday, Sunday and bank holidays: closed.
2. What we collect, and when
We collect information when you create or manage an account, place an order, subscribe to our newsletter, submit a review or feedback, contact customer support, or interact with our website.
When you place an order
Name, email address, telephone number, billing address, delivery address, order contents, payment confirmation, and records of delivery, returns and refunds.
Payment details
Card information is entered directly into our payment provider's secure form and never reaches our systems. We receive a payment confirmation, the last four digits and the card type.
When you create an account
Username, encrypted password, preferences and order history.
Automatically, as you browse
IP address, browser and device information, pages and products viewed, basket activity, and how you move through the site.
When you contact us
Whatever you include in your message, plus your email address.
From third parties
Our e-commerce platform, payment providers and courier partners supply the information needed to complete your order.
3. Why we hold it, and what allows us to
| Purpose | Lawful basis |
|---|---|
| Processing, fulfilling and delivering your order | Performance of a contract |
| Managing payments, refunds and order enquiries | Performance of a contract |
| Managing your account | Performance of a contract |
| Customer support, returns and exchanges | Performance of a contract |
| Preventing fraud, misuse and security incidents | Legitimate interests |
| Managing and improving the website and our services | Legitimate interests |
| Understanding customer preferences and site usage | Legitimate interests |
| Accounting, tax and other legal obligations | Legal obligation |
| Promotional emails and offers | Consent |
| Analytics and advertising cookies | Consent |
Where we rely on legitimate interests, we've considered whether our interest is outweighed by your rights, and you can object at any time.
Where we rely on consent, you can withdraw it whenever you like. That doesn't affect anything processed beforehand.
Buying from us is never conditional on agreeing to marketing.
4. Marketing
Order confirmations and delivery updates are sent because we need them to complete your purchase. They aren't marketing, and unsubscribing doesn't stop them.
Promotional messages go only to people who have actively opted in. Providing your email address at checkout doesn't sign you up.
Where you have opted in, we may send news about products, special offers and updates.
Withdraw your consent at any time using the link at the foot of any marketing email, or by emailing us.
5. Cookies and advertising
| Type | What it does | Optional? |
|---|---|---|
| Strictly necessary | Basket, checkout, account login, security | No — the site won't work without these |
| Functional | Remembers your preferences and settings | Yes |
| Analytics | Traffic, performance and error measurement | Yes |
| Advertising | Campaign measurement, personalisation, retargeting | Yes |
Non-essential cookies are set only after you've given consent through our cookie banner, as the Privacy and Electronic Communications Regulations require. You can change or withdraw that consent at any time through the banner or your browser settings.
Blocking a cookie doesn't delete one already stored — you'd clear that separately. Disabling strictly necessary cookies will prevent checkout from working.
Do Not Track: browsers send DNT signals inconsistently and there's no agreed standard, so we don't act on them. We do honour Global Privacy Control signals where transmitted.
6. Reviews and feedback
We may invite you to leave a review after a purchase. Participation is entirely optional.
Where you submit a review, the information you choose to display alongside it may be visible publicly.
7. Who else sees it
- Payment processing providers
- Delivery and fulfilment partners
- Website and technology service providers
- Email and communication providers
- Analytics and marketing providers
- Professional advisers — where reasonably necessary
- Regulators and authorities — where the law requires it
Each receives only what its function requires and processes it under our instructions. We have data processing agreements in place with our processors.
We may also disclose information where required by law, regulation, legal process or a lawful request from an authorised body.
If the business is sold, merged or restructured, customer records may transfer as part of that, on the basis that the recipient handles them in line with this policy.
8. Social media and external links
Our website and communications may link to social media platforms and other external sites. When you visit or interact with one, that platform's own privacy practices and terms apply.
We're not responsible for the privacy practices, security or content of independently operated websites.
9. Information leaving the UK
Some of our providers process personal information outside the United Kingdom.
Where a transfer is a restricted transfer under UK data protection law, we rely on UK adequacy regulations, the UK International Data Transfer Agreement, or the UK Addendum to the EU Standard Contractual Clauses.
10. How long we keep it
| Data | Retention |
|---|---|
| Order and transaction records | 6 years — HMRC requirement |
| Account information | Until you close your account |
| Marketing subscriptions | Until you unsubscribe |
| Customer support correspondence | 2 years after the matter closes |
| Website analytics | 26 months |
| Fraud prevention records | 3 years |
Where a dispute or legal claim is live, the relevant records stay as long as they're needed. Otherwise they're deleted, anonymised or securely destroyed.
11. Your rights
Under UK data protection law you have the right to:
- Access the personal information we hold about you
- Have it corrected where it's inaccurate or incomplete
- Have it erased, where we're not required to keep it
- Restrict how we process it
- Receive a copy in a common electronic format
- Object to processing based on legitimate interests, and always to direct marketing
- Withdraw consent at any time, where consent is the basis
- Avoid decisions made purely by automated processing that carry legal effects
Some of these carry conditions and exemptions.
To exercise a right, email support@velurastore.com. We may ask you to confirm your identity, usually by checking details of a recent order.
We respond within one month. Complex requests may take a further two months, and we'll tell you inside the first month if that applies. There's no charge, and using these rights won't change how we treat you.
12. Security
We use appropriate technical and organisational measures to protect personal information against unauthorised access, loss, misuse and disclosure — including SSL/TLS encryption across the site, access limited to staff who need it, and a PCI-DSS compliant payment provider.
We don't store complete card details on our systems.
No method of electronic transmission or storage can be guaranteed completely secure, and we won't claim otherwise.
Where a breach is likely to pose a high risk to your rights, we'll tell you without undue delay and report it to the Information Commissioner's Office, as the law requires.
13. Children
Our website isn't intended for children under 13, and we don't knowingly collect their personal information.
If you're a parent or guardian and believe a child has given us their details, email us and we'll remove them.
14. Complaints
Raise it with us first — support@velurastore.com. We acknowledge complaints within five working days and investigate without undue delay.
If our response doesn't satisfy you, you have the right to complain to:
Information Commissioner's Office
Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
0303 123 1113 · ico.org.uk
15. Changes to this policy
We may update this policy to reflect changes to our business practices, services, technology or legal requirements.
The current version always sits on this page with the date above. Where a change materially affects how we handle your information, we'll take whatever additional steps the law requires.
16. Contact
Velura LTD
Address: 1 New Change, London EC4M 9AF, United Kingdom
Email: support@velurastore.com
Phone: +44 20 7002 8900
Business hours: Monday to Friday, 9:00 am–9:00 pm UK time
