Privacy policy

Last updated: 26 August 2026

At NOVALU, we respect your privacy and are committed to protecting your personal information.

This Privacy Policy explains how NOVALU (“NOVALU”, “we”, “us” or “our”) collects, uses and shares your personal information when you visit our website, make a purchase, contact us or otherwise interact with our services.

By using our website, you acknowledge the practices described in this Privacy Policy.

1. Information We Collect

Depending on how you interact with NOVALU, we may collect the following types of personal information:

Information You Provide to Us

This may include:

  • Your name
  • Billing and shipping address
  • Email address
  • Telephone number
  • Order and purchase information
  • Account information, if you create an account
  • Information you provide when contacting customer service
  • Reviews, feedback or other information you choose to provide

Payment Information

When you make a purchase, payment information is processed by our payment providers.

NOVALU does not directly store your complete credit or debit card details.

Information Collected Automatically

When you visit our website, certain information may be collected automatically, including:

  • IP address

  • Device and browser information

  • Pages viewed

  • Products viewed

  • Referring website or source

  • Website interactions

  • Shopping activity

  • Cookie and similar technology information

We may use cookies and similar technologies to collect some of this information.

2. How We Use Your Personal Information

We may use your personal information to:

  • Process and fulfil your orders

  • Process payments

  • Arrange shipping and delivery

  • Manage returns and refunds

  • Communicate with you about your order

  • Provide customer support

  • Maintain and improve our website and services

  • Detect and prevent fraud or misuse

  • Comply with legal and regulatory obligations

  • Analyse how customers use our website

  • Measure and improve our marketing

  • Personalise your shopping experience

  • Send marketing communications where you have consented or where otherwise permitted by law

3. Legal Bases for Processing

Where the GDPR or UK GDPR applies, we process your personal information on one or more lawful bases.

These may include:

Contract - where processing is necessary to fulfil your order or provide services you have requested.

Consent - where you have given us permission, for example for certain marketing communications or non-essential cookies.

Legitimate interests - where processing is necessary for our legitimate business interests, such as improving our services, preventing fraud and understanding how customers use our website, provided those interests do not override your rights.

Legal obligations - where we need to process information to comply with applicable laws, tax requirements or other legal obligations.

4. Shopify

Our online store is powered by Shopify.

Shopify provides the e-commerce platform that allows us to sell our products and services to you.

When you visit our store or make a purchase, Shopify may process personal information in order to provide its services, including information relating to your device, browsing activity, transactions and purchases.

For more information about how Shopify processes personal information, please refer to Shopify's own privacy information.

5. How We Share Personal Information

We may share your personal information with third parties where necessary to operate our business and provide our services.

These may include:

  • Shopify and other e-commerce service providers

  • Payment processors

  • Shipping, fulfilment and logistics providers

  • Customer service providers

  • Website hosting and technology providers

  • Analytics providers

  • Advertising and marketing platforms

  • Email and communications providers

  • Professional advisers such as accountants or legal advisers

  • Government authorities where required by law

We only share personal information where reasonably necessary for the relevant purpose or where otherwise permitted or required by law.

We do not sell your personal information for money.

6. Cookies and Tracking Technologies

We use cookies and similar technologies to operate our website, remember your preferences, understand how visitors use our store and, where permitted, support advertising and marketing.

Some cookies are essential for the website to function.

Other cookies, including analytics and advertising cookies, may require your consent depending on where you are located.

Where required by law, we will ask for your consent before placing non-essential cookies on your device.

You can manage your cookie choices through the cookie settings available on our website and through your browser settings.

7. Advertising and Analytics

We may work with advertising and analytics providers to understand how customers interact with NOVALU and to measure or improve our advertising.

These providers may use cookies, pixels and similar technologies to collect information about your interaction with our website.

Where required by applicable law, these technologies will only be used after you have provided the necessary consent.

8. Email Marketing

If you subscribe to our newsletter or otherwise consent to receive marketing communications, we may send you information about NOVALU products, launches, promotions and other updates.

You can unsubscribe at any time by using the unsubscribe link included in our marketing emails.

Withdrawing your consent to marketing will not affect transactional communications relating to orders you have placed.

9. International Data Transfers

Some of our service providers may process or store personal information outside the country in which you live, including outside the United Kingdom or European Economic Area.

Where personal information is transferred internationally, we take appropriate steps to ensure that the transfer complies with applicable data protection laws.

Where required, this may include relying on adequacy decisions, standard contractual clauses or other legally recognised safeguards.

10. How Long We Keep Your Information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected.

The length of time we retain information may depend on factors including:

  • How long we maintain a relationship with you

  • Legal, accounting and tax requirements

  • Fraud prevention and security requirements

  • Whether information is required to resolve a dispute or enforce an agreement

When personal information is no longer required, we will delete or anonymise it where appropriate.

11. Your Privacy Rights

Depending on where you live, you may have certain rights regarding your personal information.

Under the GDPR and UK GDPR, these may include the right to:

  • Request access to your personal information

  • Request correction of inaccurate or incomplete information

  • Request deletion of your personal information in certain circumstances

  • Request restriction of processing

  • Object to certain processing

  • Request portability of certain personal information

  • Withdraw consent where processing is based on consent

  • Object to direct marketing

To exercise your rights, please contact us using the details below.

We may need to verify your identity before completing your request.

You also have the right to lodge a complaint with the relevant data protection authority in your country.

12. Children's Privacy

Our website and products are not directed specifically at children, and we do not knowingly collect personal information from children in circumstances where parental consent would be legally required.

If you believe a child has provided us with personal information improperly, please contact us so that we can take appropriate action.

13. Security

We take reasonable technical and organisational measures designed to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

However, no method of transmission over the internet or electronic storage system can be guaranteed to be completely secure.

14. Third-Party Links

Our website may contain links to websites or services operated by third parties.

We are not responsible for the privacy practices of those third parties. We encourage you to review their privacy policies before providing personal information.

15. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business, services, technology or legal obligations.

When we make changes, we will update the “Last updated” date at the top of this policy.

16. Contact Us

If you have any questions about this Privacy Policy, how we handle your personal information or would like to exercise your privacy rights, please contact us:

NOVALU
Email: hello@novalu.co.uk

Where required by applicable data protection law, you may also contact or lodge a complaint with your local data protection authority.