Privacy Policy

This website, www.victoria-helen.com, is operated by VHA ALDERLY LIMITED, trading as VICTORIAHELEN.

Registered business address:

53 Portland Street, Manchester One, Manchester, M1 3LD, United Kingdom

Contact email: orders@victoria-helen.com

VHA ALDERLY LIMITED is responsible for determining how and why personal information is processed in connection with our website and business, subject to applicable data protection law.

This Privacy Policy explains how we collect, use, store, disclose and protect your personal information when you visit our website, purchase our products, contact us or interact with our brand.

We may collect the following information, depending on how you interact with our website.

Information you provide:

• Your name, email address, telephone number and billing and delivery addresses.
• Order details, products purchased, returns, exchanges and refund information.
• Information you provide when contacting customer service.
• Customer account details, if you create an account.
• Marketing preferences and newsletter subscriptions.
• Feedback, reviews or information submitted through competitions or surveys.

We use personal information for the following purposes:

• To process and fulfil orders, payments and deliveries.
• To manage returns, exchanges and refunds.
• To respond to enquiries and provide customer support.
• To send order confirmations, dispatch updates and other essential service communications.
• To administer customer accounts, where applicable.
• To send marketing emails about new collections, product launches, campaigns and offers, where permitted.
• To measure and improve our website, products and customer experience.
• To understand advertising effectiveness and provide relevant advertising, where permitted.
• To detect fraud, protect our website and maintain security.
• To comply with applicable legal, tax, accounting and regulatory obligations.

We process personal information where we have a lawful basis under applicable data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

These bases may include:

• Contract: Processing necessary to fulfil your order or provide a service you request.
• Legal obligation: Processing necessary to comply with applicable legal, tax, accounting or regulatory requirements.
• Legitimate interests: Processing necessary for legitimate business purposes, such as improving our services, maintaining security, preventing fraud and managing customer relationships, where your rights do not override those interests.
• Consent: Processing based on your permission, including where required for certain marketing activities or non-essential cookies and tracking technologies. You may withdraw consent at any time.

If you subscribe to our mailing list or otherwise consent to marketing, we may send you emails about VICTORIAHELEN, including new collections, product launches, campaigns, offers and brand updates.

You can unsubscribe at any time by clicking the unsubscribe link in a marketing email or contacting orders@victoria-helen.com.

Where permitted by law, we may also send existing customers marketing about our own similar products, with an appropriate opportunity to opt out.

Unsubscribing from marketing will not prevent us from sending essential communications relating to orders, deliveries, refunds or customer service.

We may use advertising platforms and marketing tools to measure campaign performance or reach relevant audiences, subject to applicable consent and privacy requirements.

Our website may use cookies and similar technologies for several purposes:

• Essential functionality: Enabling shopping basket, checkout, security and other necessary website functions.
• Preferences: Remembering settings and preferences.
• Analytics: Understanding how visitors use our website.
• Advertising: Measuring campaigns and, where permitted, personalising or delivering advertisements.

We may share personal information with service providers and other parties where necessary for the purposes described in this policy, including:

• Shopify: Our e-commerce platform and website infrastructure.
• Payment providers: To process payments and refunds.
• Couriers and fulfilment providers: To deliver orders and manage returns.
• Email and customer service providers: To manage communications and customer support.
• Analytics and advertising providers: To measure website performance and marketing, where enabled and legally permitted.
• Professional advisers and public authorities: Where necessary for legal, accounting, regulatory, security or fraud-prevention purposes.

Because we offer international shipping and may use international service providers, your personal information may be processed or transferred outside the United Kingdom.

Where a transfer is subject to UK data protection law, we will use an appropriate legal transfer mechanism where required. This may include an applicable adequacy regulation or decision, an approved data transfer agreement or another recognised safeguard.

Contact us at orders@victoria-helen.com if you would like further information about relevant safeguards.

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including legal, accounting, tax, security and dispute-resolution requirements.

Retention periods vary according to the type of information. For example:

• Order and transaction records: Retained for the periods required by applicable legal and accounting obligations.
• Customer service communications: Retained for as long as necessary to handle enquiries and maintain appropriate records.
• Marketing information: Retained until you unsubscribe, withdraw consent where applicable, or we otherwise determine it is no longer necessary.
• Cookie and analytics information: Retained according to the relevant service settings and applicable requirements.

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

However, no method of online transmission or electronic storage can be guaranteed to be completely secure.

Depending on the circumstances and applicable law, you may have the right to:

• Request access to your personal information.
• Request correction of inaccurate or incomplete information.
• Request erasure of personal information where the legal conditions are met.
• Request restriction of processing in certain circumstances.
• Object to processing based on legitimate interests.
• Object to direct marketing.
• Request data portability where the right applies.
• Withdraw consent where processing is based on consent.
• Complain to the relevant data protection supervisory authority.

Our website is intended for people shopping for our products and is not directed at children. We do not knowingly collect personal information from children in circumstances where the necessary legal requirements have not been met.

If you believe a child has provided personal information inappropriately, please contact us so we can review the matter.

Our website may contain links to third-party websites or social media platforms. Those websites operate under their own privacy policies, and we are not responsible for their privacy practices.

We encourage you to review their policies before providing personal information.

We may update this Privacy Policy to reflect changes to our business, website, technology, service providers or legal obligations.

The latest version will be published on this page with its updated date.

For questions about this Privacy Policy or how we process personal information, please contact:

VHA ALDERLY LIMITED

Trading as VICTORIAHELEN

53 Portland Street, Manchester One, Manchester, M1 3LD, United Kingdom

Email: orders@victoria-helen.com

Website: www.victoria-helen.com