Privacy Policy

This Privacy Policy explains how Nèlaïa our collects, uses, stores, and discloses personal information when you visit or make a purchase from nelaiastudio.com (the “Site”), contact us, or otherwise interact with our services.

We are committed to handling personal information in a transparent and responsible way.

Who we are (Controller / Business details)

Business name: Nèlaïa
Website: nelaiastudio.com
Email: info@nelaiastudio.com
Support hours: Monday – Friday
9:00 AM – 5:00 PM (Eastern Time)

What personal information we collect

We may collect the following categories of personal information:

Information you provide to us

Name
Billing and shipping address
Email address
Phone number
Order details (items purchased, size/colour, notes)
Account information (if you create an account)
Communications (messages you send to us, customer support history)

Payment information Payments are processed by third‑party payment providers. We generally do not store full card details. We may store billing details, payment confirmation, and transaction references provided by the payment provider.

Information collected automatically

IP address
Device and browser information
Approximate location (based on IP)
Site usage data (pages viewed, time spent, clicks)
Cookies and similar technologies (see “Cookies” below)

Information we may receive from third parties

Delivery updates from shipping carriers
Fraud signals from payment providers and anti‑fraud tools
Marketing/analytics data where you have permitted cookies or tracking (where required)

How we collect personal information

We collect personal information when you:

Place an order or request a return
Create an account
Subscribe to marketing communications
Contact us via email, forms, or social channels
Browse our Site (via cookies, logs, and similar technologies)
Interact with ads or campaigns (where applicable and permitted)

Why we use your personal information

We use personal information to:

Process and deliver orders (including payment, fulfilment, shipping, returns)
Provide customer support and respond to requests
Send service messages (order confirmations, shipping updates, return instructions)
Prevent fraud and protect our business (security monitoring, risk screening)
Improve our Site and services (analytics, debugging, performance)
Marketing (only where allowed): sending updates, promotions, and product news

Legal bases (where applicable)

Depending on your location and the context, we rely on one or more of the following:

Contract performance: to process your order and deliver products
Legitimate interests: to operate and improve our business, prevent fraud, and maintain security
Consent: for marketing communications and non‑essential cookies/tracking (where required)
Legal obligations: tax, accounting, and other regulatory obligations

We only share personal information where necessary to operate our services, including:

Payment providers (to process payments and prevent fraud)
Shipping carriers and logistics partners (to deliver your order)
Fulfilment partners and suppliers (to pack/prepare/ship products)
IT, hosting, ecommerce platform, and security providers (to run and secure our Site)
Analytics and advertising partners (only where permitted by your cookie choices and applicable law)

We share only the information needed for the relevant purpose (for example: name, address, phone number, and order contents for delivery).

International (cross‑border) disclosures

Because we work with global service providers (including fulfilment partners, suppliers, technology providers, and shipping networks), your personal information may be stored or processed in Canada and other countries.

Where we disclose personal information internationally, we take reasonable steps to ensure it is protected, which may include contractual and operational safeguards.

Likely overseas locations (update as applicable): Canada, United States, European Union, and China.Personal information may be processed in these jurisdictions where our service providers operate.

How long we keep personal information

We keep personal information only as long as necessary for the purposes described above. Typical retention periods include:

Orders, invoices, and transaction records: generally kept for several years to meet tax/accounting obligations
Customer support communications: kept for a reasonable period to manage requests and disputes
Marketing records: kept until you unsubscribe or withdraw consent
Technical logs and security records: kept for a limited period to maintain site security and diagnose issues

When information is no longer needed, we securely delete it or de‑identify it where appropriate.

Security of personal information

We take reasonable steps to protect personal information against loss, misuse, interference, and unauthorised access, modification, or disclosure. These measures may include access controls, encryption in transit, secure service providers, and internal procedures.

No method of transmission or storage is 100% secure. If you believe your information has been compromised, please contact us immediately at info@nelaiastudio.com.

Cookies and similar technologies

We use cookies and similar technologies to:

Enable core site functionality (essential cookies)
Understand site usage and improve performance (analytics)
Support marketing and advertising (where enabled)

You can manage cookie preferences via our cookie banner (where shown) and/or your browser settings. If you disable cookies, some features of the Site may not work properly.

Your choices and rights

Depending on your location and applicable law, you may have rights to:

Request access to personal information we hold about you
Request correction of inaccurate or outdated information
Request deletion of personal information (subject to legal exceptions)
Object to, or request restriction of, certain processing
Withdraw consent (for example for marketing)
Request a copy of your information in a portable format (in some jurisdictions)

Marketing opt‑out: You can unsubscribe at any time by using the link in our marketing emails or by contacting us at info@nelaiastudio.com.

Making a request or complaint

To request access/correction or to make a privacy complaint, contact:

Privacy contact: info@nelaiastudio.com

How we handle complaints:
We will acknowledge your complaint, investigate it, and respond within a reasonable timeframe. If you are not satisfied with our response, you may be able to contact the privacy regulator in your country/region (for example, in Australia, the Office of the Australian Information Commissioner).

Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal obligations. The “Last updated” date at the top shows when it was most recently revised.