Privacy policy

At Elvello, we respect your privacy and are committed to protecting your personal information. This Privacy Policy explains how Elvello, operated by Framora AB, collects, uses, stores and protects your personal information when you visit our website, place an order, contact us or otherwise interact with our services.

This policy applies to customers and visitors using elvello.com

Who We Are

Elvello is operated by Framora AB.

Store Name: Elvello
Company Name: Framora AB
Company Number: 559544-6377
Company Address: Lottagatan 7A, 97442, Luleå, Sweden
Email: support@elvello.com
Phone: +44 7862602775

Framora AB is responsible for the personal information described in this Privacy Policy.

Personal Information We Collect

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

  • Contact information, such as your name, email address, telephone number, billing address and delivery address.

  • Order information, including products purchased, order details, delivery information, returns and refunds.

  • Payment-related information, such as payment status and transaction information. Payments are processed securely by our payment service providers, and we do not directly store your complete payment card details.

  • Account information, if you create or use a customer account on our website.

  • Customer service information, including information you provide when contacting us regarding an order, return, complaint or other enquiry.

  • Technical and usage information, such as your IP address, browser type, device information, website activity and information collected through cookies and similar technologies.

  • Marketing preferences, including whether you have chosen to receive marketing communications from us.

How We Collect Personal Information

We primarily collect personal information directly from you when you:

  • Visit or use our website.

  • Place or attempt to place an order.

  • Create or use a customer account.

  • Contact our customer service team.

  • Request a return, refund or exchange.

  • Subscribe to marketing communications.

  • Interact with cookies or similar technologies on our website.

We may also receive certain information from service providers that help us operate our online store, process payments, fulfil and deliver orders, prevent fraud or provide website functionality.

How We Use Your Personal Information

We may use your personal information to:

  • Process and fulfil your orders.

  • Process payments and refunds.

  • Arrange shipping and delivery.

  • Provide order confirmations and tracking information.

  • Manage returns and exchanges.

  • Communicate with you about your order or enquiry.

  • Provide customer service.

  • Maintain and improve our website and services.

  • Protect our website, customers and business against fraud, misuse and security threats.

  • Comply with legal, accounting and regulatory obligations.

  • Send marketing communications where permitted by law and according to your preferences.

We will not use your personal information for purposes that are incompatible with those described in this Privacy Policy unless permitted or required by law.

Lawful Bases for Processing

Where UK data protection law applies, we rely on an appropriate lawful basis when processing your personal information.

Depending on the circumstances, this may include:

Contract: We process information where it is necessary to provide products or services you have requested, including processing orders, payments, deliveries, returns and refunds.

Legal Obligation: We may process information where necessary to comply with applicable legal, tax, accounting or regulatory requirements.

Legitimate Interests: We may process information where necessary for our legitimate business interests, such as operating and improving our store, preventing fraud, protecting our services and providing customer support, provided that those interests do not override your rights and interests.

Consent: Where required, we may process information based on your consent, for example for certain marketing activities or the use of non-essential cookies. Where processing is based on consent, you may withdraw your consent at any time.

How We Share Personal Information

We may share personal information with trusted service providers where necessary to operate Elvello and provide our services.

These may include:

  • E-commerce and website service providers.

  • Payment processors.

  • Delivery and logistics providers.

  • Customer service providers.

  • IT, hosting and security providers.

  • Analytics and marketing service providers where permitted by law.

  • Professional advisers, authorities or other parties where disclosure is required or permitted by law.

We only share personal information where there is an appropriate reason to do so and only to the extent necessary for the relevant purpose.

We do not sell your personal information.

Payments

Payment information is handled through secure payment service providers. Depending on the payment method you select at checkout, your information may be processed directly by the relevant payment provider in accordance with its own privacy practices.

Elvello does not directly store complete credit or debit card details.

Shipping and Delivery

To fulfil your order, we may provide necessary personal information, such as your name, delivery address, telephone number, email address and relevant order information, to delivery and logistics providers.

We only provide the information reasonably necessary to arrange and complete delivery of your order.

Elvello currently ships only to addresses within the United Kingdom.

Cookies and Similar Technologies

Our website uses cookies and similar technologies to operate the website, remember preferences, understand how visitors use the website and, where permitted, support analytics and marketing activities.

Some cookies are necessary for the website to function correctly. Where required by applicable law, non-essential cookies will only be used with your consent.

You can manage available cookie preferences through the cookie controls provided on our website and through your browser settings.

Marketing Communications

Where permitted by law, we may send you information about Elvello products, offers or other marketing communications.

Where consent is required, we will only send such communications after obtaining your consent.

You can unsubscribe from marketing emails at any time by using the unsubscribe option included in the relevant communication or by contacting us at support@elvello.com

Unsubscribing from marketing communications will not prevent us from sending necessary transactional communications relating to your orders or customer service requests.

International Data Transfers

Elvello is operated by Framora AB, which is established in Sweden, while Elvello serves customers in the United Kingdom.

Your personal information may therefore be processed or stored outside the United Kingdom, including within the European Economic Area, or by service providers located in other countries.

Where personal information is transferred internationally, we take appropriate steps to ensure that the transfer is carried out in accordance with applicable data protection law and that appropriate safeguards are used where required.

How Long We Keep Your Personal Information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including fulfilling orders, providing customer service, managing returns and refunds, maintaining business and transaction records, resolving disputes and meeting legal, tax and accounting obligations.

The exact retention period may vary depending on the type of information and the reason for processing it.

When personal information is no longer required, we will delete or anonymise it where appropriate, subject to applicable legal requirements.

How We Protect Your Personal Information

We use 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 can be guaranteed to be completely secure.

Your Data Protection Rights

Depending on the circumstances and applicable data protection law, you may have rights relating to your personal information, including:

  • The right to request access to personal information we hold about you.

  • The right to request correction of inaccurate or incomplete personal information.

  • The right to request deletion of your personal information in certain circumstances.

  • The right to request restriction of processing in certain circumstances.

  • The right to object to certain processing.

  • The right to data portability in certain circumstances.

  • The right to withdraw consent where we rely on consent to process your information.

To exercise any applicable data protection rights, please contact us at support@elvello.com

We may need to verify your identity before completing a request. We will respond to valid requests in accordance with applicable data protection law.

Data Protection Complaints

If you have concerns about how we collect or use your personal information, please contact us first at support@elvello.com so that we can investigate your concern.

Where UK data protection law applies, you also have the right to make a complaint to the Information Commissioner's Office (ICO), the UK's data protection supervisory authority.

Children's Privacy

Elvello is not intended for children, and we do not knowingly collect personal information from children where doing so would be unlawful.

If you believe that a child has provided personal information to us inappropriately, please contact us at support@elvello.com

Third-Party Websites

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 recommend reviewing the privacy information provided by any third-party website or service you choose to use.

Changes to This Privacy Policy

We may update this Privacy Policy when necessary to reflect changes to our services, business practices or applicable legal requirements.

Questions?

If you have questions about this Privacy Policy or how we handle your personal information, please contact our customer service team.

Company Information

Store Name: ELVELLO

Company Name: Framora AB

Company Number: 559544-6377

Company Address: Lottagatan 7A, 97442, Luleå, Sweden

Contact Information

For questions about this Privacy Policy or how your personal information is handled, please contact us:

Email: support@elvello.com

Phone: +44 7862602775

Customer Service: Monday to Friday | 9:00 AM - 5:00 PM (GMT+00:00 Greenwich Mean Time)

Saturday & Sunday | Closed

We aim to respond to your enquiries within 24 hours during our customer service hours.

Thank you for shopping with ELVELLO.