Scope of this policy
This Privacy Policy applies to the ElementsZen website, online store, customer accounts, orders, product reviews, newsletter sign-ups, and customer-support communications. It should be read together with our Terms of Service.
Personal information means information that identifies you or can reasonably be linked to you. It does not include information that has been irreversibly anonymized or aggregated.
Information we collect
- Contact and delivery details, including your name, email, phone number, billing address, and shipping address
- Account details, preferences, saved addresses, and authentication-related records
- Order and transaction details, including products viewed, purchased, returned, reviewed, or added to a cart or wishlist
- Payment status and transaction references supplied by our payment providers; ElementsZen does not store your PayPal password or full payment credentials
- Messages, product reviews, uploaded review images, and other information you submit to customer support
- Device, browser, IP address, cookie identifiers, and website usage information
How we collect information
We collect information directly from you, automatically when you use the website, and from service providers involved in payments, fraud prevention, order fulfillment, delivery, email, hosting, analytics, and customer support.
How we use information
- Process payments, fulfill orders, arrange delivery, and handle returns or refunds
- Create and maintain accounts, wishlists, preferences, and saved details
- Send service messages about orders, security, support, and policy changes
- Prevent fraud, abuse, unauthorized access, and other harmful activity
- Respond to enquiries, moderate reviews, and improve products and customer experience
- Meet legal, tax, accounting, regulatory, and dispute-resolution obligations
- Send marketing only where permitted and honor unsubscribe or consent choices
Lawful bases under the GDPR
If you are located in the European Economic Area (EEA), we process your personal information only where we have a lawful basis under the General Data Protection Regulation (GDPR). If you are located in the United Kingdom, equivalent lawful bases apply under the UK GDPR. Depending on the purpose, we rely on one or more of the following lawful bases:
- Your consent, including for optional analytics cookies, marketing communications, and personalized advertising where consent is required
- The performance of a contract with you, or steps taken at your request before entering into a contract, including processing orders, payments, deliveries, returns, and account-related services
- Compliance with our legal obligations, including tax, accounting, consumer-protection, and other applicable regulatory requirements
- Our legitimate interests, including operating and securing the Site, preventing fraud, providing customer support, and improving our products and services, provided those interests are not overridden by your fundamental rights and freedoms
International processing
ElementsZen and its service providers may process information in countries other than the one where you live. Where required, we use recognized safeguards for cross-border transfers, such as adequacy decisions or contractual protections.
Retention and security
We retain information for as long as reasonably necessary to provide the services, maintain transaction and tax records, resolve disputes, enforce agreements, prevent fraud, and comply with law. Retention periods vary by the type of information and our legal obligations.
We use reasonable technical and organizational safeguards designed to protect information. No online system or transmission method can be guaranteed completely secure, so please do not send passwords or full payment credentials through customer-support messages.
Your privacy rights
Depending on where you live, you may have rights to access, correct, delete, restrict, object to, or obtain a portable copy of personal information, and to withdraw consent where processing relies on consent. You may also have the right to complain to a privacy or data-protection authority. Where we rely on consent, you may withdraw it at any time through the Cookie Preferences controls in this policy or by contacting us; withdrawal does not affect the lawfulness of processing carried out before withdrawal.
To make a request, contact [email protected]. We may need to verify your identity and may retain or decline part of a request where permitted or required by law. We will not discriminate against you for exercising an applicable privacy right.
Communication choices
You can unsubscribe from marketing emails using the link in the message or by contacting us. Even after opting out of marketing, we may still send non-promotional messages necessary for your orders, account, security, or support requests.
Children’s information
The store is intended for adults and is not directed to children. We do not knowingly collect personal information from children below the minimum age required by applicable law. A parent or guardian who believes a child has provided information may contact us to request review and deletion.
Changes and contact
We may update this policy to reflect changes in our practices, services, or legal obligations. The current version and last-updated date will remain available on this page.
Questions, complaints, and privacy-rights requests can be sent to [email protected] or submitted through Contact Us.
Still need help?
Contact the ElementsZen care team.
For order questions, include the order number and the email used at checkout. We aim to respond within two business days.