Privacy policy

Privacy Policy

Last updated: 24 October 2026

1. Introduction

Welcome to Luvly Household Collections. We value your privacy and are committed to protecting the personal information you share with us when you visit our website, place an order or contact our team.

This Privacy Policy explains how we collect, use, store, disclose and protect your personal information when you use our website, https://luvlyhouseholdcollections.co.ke.

This policy applies to customers and website visitors in Kenya and is intended to be read alongside our Terms and Conditions and Return, Refund and Exchange Policy.

By using our website, you acknowledge that you have read this Privacy Policy. Where consent is required by law, we will request it separately.

2. Information We Collect

We may collect the following categories of personal information when you interact with our website or business.

A. Personal and Contact Information

This may include:

  • Full name.

  • Phone number.

  • Email address.

  • Billing address.

  • Delivery address and delivery instructions.

B. Order and Transaction Information

When you place an order, we may collect:

  • Products purchased and order quantities.

  • Order number and purchase history.

  • Order value and applicable charges.

  • Payment status and transaction reference.

  • Information needed to process returns, refunds or exchanges.

C. Payment Information

We may use third-party payment service providers to process payments. Depending on the payment method, transaction information may be shared with the relevant provider to complete and verify your payment.

We do not intend to store full payment card details on our website. Payment information handled directly by a payment provider may be subject to that provider's own privacy policy and security practices.

D. Technical and Website Usage Information

When you visit our website, certain technical information may be collected, depending on the tools and settings in use. This may include:

  • IP address.

  • Browser type and device information.

  • Pages visited and links clicked.

  • Referral sources and approximate location derived from technical information.

  • Website interaction, traffic and performance data.

E. Communications

If you contact us by phone, email, website forms or other supported communication channels, we may retain relevant correspondence and information necessary to respond to your enquiry.

3. How We Use Your Information

We use personal information for legitimate business purposes, including:

  • Processing and confirming customer orders.

  • Arranging delivery or collection of purchased products.

  • Processing payments and verifying transactions.

  • Providing customer support.

  • Handling returns, refunds, exchanges and complaints.

  • Communicating important order updates.

  • Maintaining our website and improving the shopping experience.

  • Understanding website traffic and customer interactions where analytics tools are used.

  • Preventing fraud, detecting suspicious transactions and protecting our business.

  • Meeting applicable legal, regulatory, accounting and tax obligations.

  • Sending promotional communications where we have an appropriate lawful basis or the required consent.

We will not use personal information for purposes incompatible with those for which it was collected without an appropriate lawful basis.

4. Legal Basis for Processing

We process personal information in accordance with applicable data protection laws in Kenya.

Depending on the circumstances, our lawful basis may include:

  • Contractual necessity: Processing information to fulfil an order or provide a service you have requested.

  • Legal obligations: Keeping records or disclosing information where required by law.

  • Consent: Processing information for activities that require your permission, such as certain marketing communications or non-essential cookies.

  • Legitimate interests: Activities such as protecting our website, preventing fraud and improving our services, where these interests do not override your rights and freedoms.

Where processing is based on consent, you may withdraw that consent at any time. Withdrawal does not affect the lawfulness of processing carried out before the withdrawal.

5. Cookies and Similar Technologies

Our website may use cookies and similar technologies to support website functionality and improve the shopping experience.

Depending on the technologies enabled, cookies may be used to:

  • Remember shopping cart contents and certain preferences.

  • Support website security and essential functions.

  • Measure website traffic and user interactions.

  • Understand the effectiveness of marketing campaigns.

  • Support advertising and remarketing activities, where enabled.

Essential cookies may be necessary for the website to operate correctly. Where required by law, we will seek consent before using non-essential analytics or advertising cookies.

You may manage cookies through available website cookie controls and your browser settings. Disabling certain cookies may affect website functionality.

6. Google Analytics and Advertising Technologies

We may use website analytics and advertising tools, such as Google Analytics, Google Ads or Meta advertising technologies, if these services are configured on our website.

These tools may collect information about website visits, interactions, device characteristics and referral sources. Depending on the configuration, information may be shared with the relevant service provider to measure performance, understand customer behaviour or deliver advertising.

Where required, we will obtain consent before enabling non-essential tracking technologies.

These third-party services operate under their own terms and privacy policies. We encourage visitors to review the relevant providers' privacy information.

7. Sharing Your Personal Information

We do not sell your personal information to third parties.

We may share relevant information with trusted third parties where necessary for legitimate business purposes, including:

  • Payment providers: To process and verify payments.

  • Delivery and logistics providers: To deliver orders to the requested address or arrange collection.

  • Website hosting and technology providers: To maintain website functionality, security and performance.

  • Analytics and advertising providers: To measure website performance and campaign effectiveness, where applicable.

  • Professional advisers: Such as accountants, auditors or legal advisers, where necessary.

  • Government authorities and regulators: Where disclosure is required by law or is otherwise lawful.

We aim to limit information shared with service providers to what is reasonably necessary for the relevant purpose.

8. International Transfers of Personal Information

Some third-party service providers may store or process information on servers located outside Kenya.

Where personal information is transferred outside Kenya, we will take the steps required by applicable Kenyan data protection law, including ensuring that appropriate safeguards or other lawful transfer conditions are in place.

9. How Long We Keep Your Information

We retain personal information only for as long as reasonably necessary for the purposes described in this policy, including fulfilling orders, handling customer enquiries, resolving disputes and complying with legal recordkeeping requirements.

The retention period depends on the type of information and the reason it was collected.

When personal information is no longer required, we will take reasonable steps to securely delete it, anonymise it or otherwise dispose of it in accordance with applicable law.

Some records may need to be retained for longer where required by law or necessary to establish, exercise or defend legal claims.

10. How We Protect Your Information

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

These measures may include access restrictions, appropriate security controls, secure website connections and the use of reputable service providers.

However, no website, electronic transmission or storage system can be guaranteed to be completely secure. We therefore cannot guarantee absolute security of information transmitted or stored electronically.

Where a personal data breach occurs, we will take the actions and provide notifications required by applicable law.

11. Your Data Protection Rights

Under applicable Kenyan data protection law, you may have the right to:

  • Be informed about how your personal information is used.

  • Request access to personal information we hold about you.

  • Request correction of inaccurate, incomplete or misleading information.

  • Request deletion of personal information where legally applicable.

  • Object to certain processing of your personal information.

  • Request restriction of processing in circumstances provided by law.

  • Withdraw consent where processing relies on consent.

  • Request information about certain disclosures or transfers of your personal information.

  • Lodge a complaint with the Office of the Data Protection Commissioner in Kenya.

These rights are subject to applicable legal conditions and exceptions.

To exercise your rights, please contact us using the details in Section 16. We may need to verify your identity before responding to a request.

12. Marketing Communications

We may send promotional messages about products, offers or updates where we have an appropriate lawful basis and any required consent.

You can opt out of promotional emails by following the unsubscribe instructions in the message, where available, or by contacting us directly.

Opting out of marketing communications will not prevent us from sending essential service messages relating to your orders, payments, deliveries, returns or other necessary transactions.

13. Third-Party Websites and Services

Our website may contain links to third-party websites, payment services, social media platforms or other external services.

We do not control the privacy practices, security or content of independent third-party websites. When you access these services, their own terms and privacy policies may apply.

We recommend reviewing the relevant privacy policies before sharing personal information with third parties.

14. Children's Privacy

Our website is intended for people who are legally able to make purchases or who use the website under appropriate supervision.

We do not knowingly collect children's personal information for purposes that require parental consent without the necessary safeguards or consent. Where children's personal data is involved, we will handle it in accordance with applicable Kenyan law.

If you believe a child has provided personal information to us inappropriately, please contact us so we can assess the matter and take appropriate action.

15. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business practices, website technology or applicable laws.

Any updates will be published on this page, together with a revised "Last updated" date.

We encourage you to review this page periodically to remain informed about how we handle personal information.

16. Contact Us

If you have questions about this Privacy Policy, wish to exercise your data protection rights or have a concern about how your personal information is handled, please contact us:

Luvly Household Collections

You may also contact the Office of the Data Protection Commissioner in Kenya if you wish to raise a data protection complaint.

Luvly Household Collections is committed to respecting your privacy and handling your personal information responsibly, transparently and in accordance with applicable data protection laws in Kenya.