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Effective date: July 11, 2026
At Veloura, we respect your privacy and are committed to handling your personal information responsibly, securely and transparently.
This Privacy Policy explains how Veloura collects, uses, stores and shares information when you:
Visit our website
Browse our products
Place an order
Contact our customer-support team
Communicate with us through WhatsApp, phone, social media or website forms
Subscribe to promotional messages
Interact with our advertisements
Use any other service provided through our online store
This Privacy Policy applies to information collected through velouraskincare.shop and through related Veloura customer-service, ordering and marketing channels.
By accessing our website, submitting information or placing an order, you acknowledge that you have read and understood this Privacy Policy.
The information we collect depends on how you interact with Veloura.
When you place an order, contact us or submit a form, we may collect:
Full name
Mobile number
WhatsApp number
Email address, where provided
Recipient’s name
Alternative contact number
Communication preferences
To process and deliver an order, we may collect:
House number
Flat or apartment number
Street number
Road name
Block or sector number
Area, colony or society name
Nearby landmark
City
District or tehsil
Postal code, where applicable
Any delivery instructions submitted by the customer
Customers are responsible for ensuring that the information provided is complete and accurate.
When you purchase from Veloura, we may collect information such as:
Products ordered
Product quantity
Order value
Delivery charges
Payment method
Payment status
Order date
Order number
Confirmation status
Dispatch and delivery status
Return, replacement or complaint history
Courier tracking information
If cash on delivery is selected, we generally do not collect bank-card information.
Where an online payment option is made available, payment information may be processed directly by the relevant bank, payment gateway or financial-service provider. Veloura may receive limited transaction details, such as payment confirmation, transaction reference and payment status.
When you communicate with us, we may collect and retain:
Messages sent through WhatsApp
Phone-call details
Website contact-form submissions
Social-media messages
Questions about product use
Order-related complaints
Delivery concerns
Reviews and feedback
Photographs or videos voluntarily submitted by the customer
Records of our response and resolution
Please do not send highly sensitive personal, medical or financial information unless it is necessary for us to address your request.
Customers may voluntarily share information about their skin concerns when asking about Veloura products.
This may include:
Type of breakout or blemish
General skin type
Product-use experience
Allergies or sensitivities disclosed by the customer
Images of the affected skin area
Feedback about product results
We use this information only to respond to the customer, provide general product guidance, investigate a complaint or improve our products and services.
Veloura does not provide medical diagnosis through its website, WhatsApp or social-media channels. Persistent, painful, severe or unusual skin concerns should be discussed with a qualified dermatologist or healthcare professional.
When you browse our website, certain information may be collected automatically, including:
Internet Protocol address
Device type
Browser type
Operating system
Language settings
Approximate location
Pages viewed
Products viewed
Time spent on the website
Referring website or advertisement
Links clicked
Shopping-cart activity
Checkout activity
Date and time of visits
Website errors and performance information
This information helps us understand how customers use our website and allows us to improve its performance, content and shopping experience.
We may collect information directly from you when you:
Place an order
Create or complete a checkout
Contact us by WhatsApp or phone
Submit a website form
Join a mailing or promotional list
Respond to a survey
Submit a review
Participate in an offer or campaign
Communicate with us on social media
Provide details to a courier representative
Voluntarily share feedback, images or videos
We may also collect information automatically through cookies, pixels, analytics technologies and similar tools.
Certain information may be received from service providers involved in processing your order, including Shopify, courier companies, payment providers, website applications, advertising platforms and analytics providers.
We may use personal information for the following purposes.
We use customer information to:
Receive and review orders
Confirm customer details
Verify product quantities
Prepare and package orders
Calculate delivery charges
Dispatch parcels
Provide tracking information
Complete delivery
Handle returned or refused parcels
We may contact customers to:
Confirm an order
Verify an address
Request a nearby landmark
Correct missing information
Provide dispatch updates
Share courier or tracking details
Respond to product questions
Address complaints
Process replacement requests
Request feedback
Inform customers about important changes to their order
Communication may occur through phone calls, SMS, WhatsApp, email, website messages or social-media channels, depending on the details provided by the customer.
We use information to:
Answer questions about Veloura products
Explain general product-use instructions
Investigate delivery concerns
Review damaged-parcel reports
Respond to complaints
Verify previous orders
Resolve customer-service matters
Improve the quality of our support
We may analyse information to:
Improve website design
Understand popular products and pages
Identify technical issues
Improve checkout performance
Develop future products
Improve packaging
Understand customer preferences
Evaluate marketing campaigns
Prevent failed or fraudulent orders
Where permitted, we may use information to:
Show relevant Veloura advertisements
Send promotional WhatsApp messages, emails or SMS
Announce new products
Share discount offers
Send abandoned-cart reminders
Provide product-care content
Measure advertisement performance
Create audiences for digital advertising
Avoid repeatedly showing irrelevant advertisements
Promotional communication will only be sent where appropriate and in accordance with the customer’s communication choices.
Customers may ask us to stop promotional messages at any time.
Transactional communications relating to an active order, delivery or complaint may still be sent even after a customer opts out of promotional marketing.
We may use information to:
Verify customer identity
Identify suspicious orders
Prevent fraudulent transactions
Protect our website
Prevent misuse of discount offers
Review repeated parcel refusals
Detect malicious website activity
Protect Veloura, our customers and service providers
We may process or retain information where reasonably necessary to:
Maintain business and transaction records
Respond to lawful requests
Enforce our store policies
Resolve disputes
Establish or defend legal claims
Comply with applicable laws and regulatory obligations
Protect the safety, property and rights of Veloura and others
Our online store is operated using Shopify.
Shopify provides the ecommerce platform that allows us to display products, receive orders and manage online-store operations.
As part of providing these services, Shopify may process information relating to:
Website visits
Customer accounts
Shopping-cart activity
Checkout activity
Orders
Device and browser details
Store security
Website performance
Information processed through Shopify may be handled using systems or service providers located in countries other than Pakistan.
Shopify’s processing of personal information is governed by its own applicable privacy terms and policies.
To deliver orders, we share necessary information with courier companies and delivery representatives.
This information may include:
Customer name
Recipient name
Mobile number
Alternative contact number
Complete delivery address
City and area
Nearby landmark
Order amount
Cash-on-delivery amount
Parcel and tracking information
Courier partners should use this information only for activities reasonably connected with shipment, delivery, payment collection, return processing and customer contact.
Delivery personnel may call customers from unfamiliar mobile numbers. Customers should remain available during the expected delivery period.
Veloura does not control the independent privacy practices of every courier company. Customers may contact us if they believe their delivery information has been misused.
Where online payment options are offered, payment details may be processed by third-party payment gateways, banks, mobile-wallet providers or financial institutions.
These providers may collect:
Account-holder name
Card or account details
Transaction amount
Billing information
Device information
Fraud-prevention information
Veloura generally does not receive complete card details or confidential banking credentials. We may receive transaction status, payment confirmation and reference information required to process the order.
Customers should review the privacy terms of the payment provider they choose to use.
Our website may use cookies, pixels, tags, local storage and similar technologies.
Cookies are small files or identifiers stored on a browser or device. They help websites remember information and understand how visitors interact with online content.
Essential cookies may be required for:
Website security
Shopping-cart functions
Checkout
Session management
Remembering selected products
Preventing fraud
Loading important website features
Disabling essential cookies may prevent parts of the store from working properly.
These technologies may help us understand:
Number of website visitors
Most-viewed pages
Products customers are interested in
How visitors reach the website
Website errors
Checkout performance
General browsing behaviour
This information helps us improve the website and customer experience.
Where enabled, advertising technologies may help us:
Measure advertising results
Understand whether an advertisement led to a website visit or order
Show relevant Veloura advertisements
Create or improve advertising audiences
Limit repetitive advertisements
Retarget visitors who viewed a product or left items in their cart
Advertising technologies may be provided by platforms such as Meta, Google, TikTok or other marketing-service providers used by Veloura.
Customers may be able to manage cookies through our cookie banner, where available, or through their browser and device settings.
Veloura may maintain accounts or advertise through platforms such as:
TikTok
YouTube
When customers interact with our pages, advertisements or messages on these platforms, the platform may collect information according to its own privacy policy.
We may receive limited information such as:
Public profile name
Message content
Advertisement interaction
Campaign source
General audience information
Website activity linked through advertising technologies
Veloura does not control how independent social-media and advertising platforms process information collected through their own services.
We may use Shopify applications and third-party service providers to support functions such as:
Reviews
Contact forms
Order tracking
WhatsApp chat
Marketing
Analytics
Website security
Fraud prevention
Customer support
Email or SMS delivery
Checkout improvements
Data storage
Technical maintenance
These providers may process only the information reasonably required to perform their services.
We aim to work with reputable service providers, but each independent provider may also operate under its own privacy terms.
We do not sell customers’ personal information for direct monetary payment.
However, we may share limited information with service providers where necessary to operate our store, process orders, deliver products, communicate with customers, analyse website performance or conduct advertising.
Information may be shared with:
Shopify
Courier and delivery companies
Payment gateways
Banks and financial-service providers
Website-hosting and technical-service providers
Analytics providers
Advertising platforms
Customer-support tools
Email, SMS and WhatsApp service providers
Fraud-prevention and security providers
Professional advisers
Government authorities where legally required
We may also disclose information where reasonably necessary to:
Comply with a lawful request
Protect customers or other individuals
Investigate fraud
Prevent misuse of our services
Enforce our policies
Defend a legal claim
Protect Veloura’s rights, property or security
If Veloura is involved in a merger, restructuring, acquisition, transfer, investment, sale or reorganisation, relevant customer information may be transferred as part of that business transaction.
Where appropriate, the new operator will be required to handle the information in accordance with applicable privacy obligations.
Information collected through our Shopify store or third-party services may be stored or processed outside Pakistan.
Different countries may have different privacy and data-protection rules.
Where we use international platforms or service providers, information may be processed according to their contractual, technical and legal safeguards.
By using our website and services, customers understand that information may be processed by service providers located in other countries where necessary to provide ecommerce, hosting, analytics, marketing, security or payment services.
We retain personal information only for as long as reasonably required for the purpose for which it was collected.
Retention periods may depend on:
Whether an order is active
Delivery and return requirements
Customer-support history
Record-keeping needs
Fraud-prevention requirements
Legal or financial obligations
Dispute resolution
Marketing consent
The continued operation of our customer relationship
Order records may be retained for business, accounting, customer-service, fraud-prevention and legal purposes.
Marketing information may be retained until the customer withdraws consent or requests removal, subject to reasonable processing time and any information required to maintain the opt-out request.
When information is no longer reasonably required, we may delete, anonymise or securely dispose of it.
We take reasonable administrative, organisational and technical measures to protect customer information from:
Unauthorised access
Accidental loss
Misuse
Alteration
Disclosure
Destruction
These measures may include:
Restricted access to customer records
Password-protected accounts
Trusted ecommerce and service platforms
Secure administrative practices
Staff access limited according to business needs
Monitoring for suspicious activity
However, no website, internet transmission, mobile communication or electronic-storage system can be guaranteed to be completely secure.
Customers should also protect their own information by:
Keeping devices secure
Avoiding sharing verification codes
Not sending bank passwords or PINs
Confirming they are communicating with an official Veloura channel
Avoiding suspicious links
Informing us about suspected impersonation or fraud
Veloura representatives will never request a customer’s ATM PIN, mobile-wallet PIN, internet-banking password or one-time verification code.
Subject to applicable requirements and reasonable identity verification, customers may contact us to request:
Access to personal information held about them
Correction of inaccurate information
Updating of contact or delivery details
Deletion of certain personal information
Withdrawal from promotional marketing
Information about how their data is used
Review of a privacy-related concern
Some information may need to be retained where it is connected to:
Completed orders
Accounting records
Fraud prevention
Active disputes
Legal requirements
Enforcement of store policies
Previous marketing opt-out requests
We may request reasonable information to confirm the identity of the person making a privacy request before providing, changing or deleting personal information.
Customers can ask us to stop promotional messages at any time.
A request can be made by:
Replying “STOP” or “UNSUBSCRIBE” to a promotional message
Contacting us through WhatsApp
Calling our customer-support number
Using an unsubscribe option provided in an email
Sending a request through our website contact form
Please allow a reasonable period for the request to be processed.
Opting out of promotional communication does not prevent us from sending necessary information about:
An active order
Order confirmation
Delivery
Payment
Replacement
Complaint
Security concern
Important changes affecting a transaction
Customers may voluntarily submit reviews, testimonials, photographs, videos or before-and-after content.
We will not intentionally publish private customer messages, photographs or identifiable testimonials for promotional use without appropriate permission.
Where a customer gives permission for content to be used, Veloura may display it on:
Our website
Social-media pages
Advertisements
Promotional materials
Product pages
Customers should avoid submitting images or information belonging to another person without that person’s permission.
A customer may contact us to request removal of published content. We will review the request and take reasonable action where appropriate, although content already included in printed material or independently reshared by others may not always be fully recoverable.
Our website is intended for customers who can lawfully place an order or who are purchasing with the involvement of a parent or legal guardian.
Children and minors should not independently submit personal, delivery or payment information without the knowledge and permission of a parent or guardian.
A parent or guardian who believes that a minor has submitted personal information without permission may contact us and request review or deletion.
Our website or social-media pages may contain links to external websites or services.
Veloura is not responsible for the privacy, security, content or practices of third-party websites.
Customers should review the privacy policy of any external website before submitting personal or payment information.
Customers should communicate only through official Veloura channels.
We are not responsible for information voluntarily provided to:
Fake social-media accounts
Fraudulent websites
Unauthorised sellers
Individuals falsely claiming to represent Veloura
Suspicious payment links
Unverified WhatsApp numbers
Customers who discover a suspicious account, website or message using the Veloura name should report it to us.
We may update this Privacy Policy when necessary to reflect:
Changes in our services
New Shopify features
New applications or service providers
Changes in marketing practices
Operational developments
Legal or regulatory requirements
Improvements to customer privacy
The updated version will be posted on this page with a revised effective date.
Customers are encouraged to review this page periodically.
Continued use of the website after an updated policy is posted means that the customer acknowledges the revised policy, to the extent permitted by applicable requirements.
For privacy questions, requests or concerns, customers may contact Veloura through:
Phone and WhatsApp: 03239707831
Website: velouraskincare.shop
When submitting a privacy request, please provide:
Your full name
The mobile number used for your order
Order number, where applicable
A clear explanation of your request
We may contact you to confirm your identity before accessing, changing or deleting personal information.
By visiting our website, submitting information, communicating with us or placing an order, you acknowledge that your information may be collected, used and shared as described in this Privacy Policy.
Where consent is required for a specific activity, such as optional marketing, customers may withdraw that consent through the methods described above.
We remain committed to treating customer information with care, respect and transparency.