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Privacy Policy

At Samaya London, we respect your privacy. This policy explains how we collect, use, share and protect your personal information when you visit samayalondon.co.uk, place an order or contact us.

1. Who we are

Samaya London is the trading name of Samaya London Ltd, the data controller responsible for the personal information described in this policy.

Please contact us by email with any privacy questions or requests.

2. Information we collect

Depending on how you interact with us, we may collect:

  • Contact information: your name, email address, telephone number, billing address and delivery address.
  • Order information: products purchased, order history, delivery details, returns and refunds.
  • Payment information: payment status, transaction references and information supplied by our payment providers.
  • Account information: your account details and saved preferences, if you create an account.
  • Communications: messages you send through email, contact forms, WhatsApp or any customer-support service we offer.
  • Technical information: IP address, browser and device information, security logs and information collected through cookies or similar technologies.
  • Marketing preferences: your subscription choices and records of consent or opt-out requests.

Please do not send sensitive personal information, such as health information or identity documents, unless we specifically request it for a necessary purpose.

3. Where information comes from

We collect information directly from you when you place an order, create an account, contact us or subscribe to updates. We also receive relevant information from payment providers and delivery companies, such as payment confirmation and delivery status.

Our website and service providers may collect technical information automatically when you use the website, subject to any required cookie permissions.

4. How we use your information

We use personal information only where we have an appropriate lawful basis.

  • Processing orders, taking payment, arranging delivery and managing returns: to perform our contract with you.
  • Answering questions before a purchase: to take steps at your request before entering into a contract.
  • Handling general enquiries and complaints: our legitimate interest in providing customer service and resolving issues, or a legal obligation where applicable.
  • Maintaining tax and accounting records: to meet our legal obligations.
  • Protecting our website, preventing fraud and establishing or defending legal claims: our legitimate interests in keeping our business and customers secure.
  • Sending optional promotional emails or messages: your consent. You can withdraw it at any time.
  • Using optional analytics or advertising technologies: your consent where required.

Where we rely on legitimate interests, we consider the impact on your rights and only use your information where those interests are not overridden by your interests or fundamental rights.

We need certain contact, delivery and payment information to fulfil your order. If you do not provide it, we may be unable to process your purchase. Optional marketing consent is not a condition of buying from us.

5. Payments

Payments are handled by the payment providers available at checkout: Most Cards & Paypal.

The information collected and shared depends on your chosen payment method. Payment providers may process information independently for purposes such as fraud prevention and compliance with financial regulations. Please read their privacy notices for further details.

We do not store any card information on our website. Third party payment providers help us with taking payments.

6. Who we share information with

We share relevant information with service providers where necessary to operate our business and fulfil your order. These include:

  • Website hosting and ecommerce providers: Woo-Commerce
  • Payment providers: Stripe & Paypal
  • Delivery and fulfilment providers
  • Email, customer-support and live-chat providers
  • Authorities: where disclosure is required by law or necessary to establish, exercise or defend legal claims.

Providers acting on our behalf must process information under appropriate contractual protections. Some providers, including payment companies, may act as independent data controllers for their own purposes.

7. WhatsApp and customer support

If you contact us through WhatsApp, we use your telephone number, profile information made available to us and message contents to respond to your enquiry and provide customer service.

WhatsApp also processes information under its own privacy policy. Please avoid sending payment-card details or sensitive information through chat.

8. Marketing

If you opt in, we may send you news, product updates and offers using your chosen contact method.

You can unsubscribe from marketing emails using the link in the message or by emailing info@samayalondon.co.uk. To stop promotional messages through another channel, contact us or use the opt-out instructions provided.

Withdrawing consent does not affect the lawfulness of processing carried out before withdrawal.

Order confirmations, delivery updates and other necessary service messages are separate from marketing preferences.

9. Cookies and similar technologies

Our website uses cookies and similar technologies for purposes such as operating the shopping basket, maintaining sessions and protecting the website.

Optional technologies, including advertising cookies and analytics cookies requiring consent, should only operate after you have given the necessary permission. You can refuse them or withdraw your consent through denying cookies.

Publishing this policy does not itself provide consent for cookies or tracking technologies.

10. International transfers

Where we transfer personal information outside the UK, we must use an appropriate legal transfer mechanism where required. This may include UK adequacy regulations or approved contractual safeguards, with additional measures where necessary.

You can contact us for information about the relevant safeguards and how to obtain a copy, subject to appropriate redactions.

11. How long we keep information

We retain personal information for the periods below, unless a legal obligation or an ongoing dispute requires longer retention:

  • Order, invoice and accounting records: Up to a year
  • Customer enquiries, complaints and chat messages: 30 days after the enquiry or complaint is resolved.
  • Customer accounts: Until account deletion.
  • Marketing records: Until you unsubscribe. We retain a minimal suppression record where necessary to honour your opt-out.

When information is no longer required, we delete it securely or anonymise it. Copies held in backups are removed.

12. Keeping information secure

We use appropriate technical and organisational measures to protect personal information, including access controls and safeguards appropriate to the services we use.

No internet transmission or storage system is completely secure. If you have a customer account, keep your login details private and contact us if you suspect unauthorised access.

13. Your rights

Depending on the circumstances and our lawful basis, you may have the right to:

  • Access your personal information and receive a copy.
  • Correct inaccurate or incomplete information.
  • Request deletion of your information.
  • Request restrictions on how we use your information.
  • Receive certain information in a portable format.
  • Withdraw consent where processing relies on consent.

Your right to object: You may object to processing based on legitimate interests. You also have an absolute right to object to the use of your personal information for direct marketing.

To exercise your rights, email info@samayalondon.co.uk. We may need to verify your identity before responding.

We normally respond within one month. Where the law permits an extension, we will explain why. Some requests may be subject to legal exceptions, such as requirements to retain accounting records.

15. Complaints

If you are concerned about how we handle your information, please contact us at info@samayalondon.co.uk.

You also have the right to complain to the UK Information Commissioner’s Office (ICO). You do not need to contact us first.

16. Changes to this policy

We may update this policy to reflect changes in our services or legal requirements. The latest version will appear on this page with its updated date. Where required, we will notify you of significant changes.