Privacy policy

LÜVA ("LÜVA," "we," "us," or "our") operates this online store and website, including all related content, features, products, and services (the "Services"). This Privacy Policy explains how we collect, use, disclose, and protect your personal information when you visit, use, or make a purchase through our Services, or otherwise communicate with us.

The Services are hosted by Shopify, which enables us to provide the Services to you. If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy controls with respect to the collection, processing, and disclosure of your personal information.

By using and accessing the Services, you acknowledge that you have read this Privacy Policy and understand how your information is collected, used, and disclosed.

1. Personal Information We Collect

When we use the term "personal information," we mean information that identifies or can reasonably be linked to you. We may collect or process the following categories, depending on how you interact with the Services:

Contact details: name, billing address, shipping address, phone number, email address.
Financial information: payment card information, transaction details, payment confirmation. Full credit card data is processed directly by Shopify Payments and is not stored by LÜVA.
Account information: username, password, security questions, preferences.
Transaction information: items you view, add to your cart, add to your wishlist, purchase, return, exchange, or cancel, and your past transactions.
Communications with us: information you provide when contacting our customer service team.
Device and technical information: IP address, device type, browser, operating system, unique identifiers, network connection.
Usage information: pages viewed, time spent on the site, referring pages, how you navigate and interact with the Services.
Marketing and advertising data: interactions with our ads, email engagement, advertising identifiers.

We may also derive inferences from this information (for example, product preferences) to personalize your experience.

2. How We Collect Your Information

Directly from you: when you create an account, place an order, contact us, sign up for emails, or otherwise interact with the Services.
Automatically through the Services: through cookies, pixels, and similar technologies.
From service providers: including Shopify, payment processors, shipping carriers, and analytics providers.
From advertising and marketing partners: including Meta, Google, and TikTok.

3. How We Use Your Information

Provide and improve the Services: process and ship orders, manage your account, process returns, recommend products, personalize your experience, improve site performance.
Communicate with you: respond to inquiries, send order confirmations and shipping updates, provide customer support.
Marketing and advertising: send promotional emails (with your consent where required), deliver targeted advertising, measure ad performance, build lookalike audiences.
Security and fraud prevention: authenticate accounts, detect and prevent fraudulent activity.
Legal and compliance: comply with applicable law, respond to legal requests, enforce our terms.

4. Who We Share Your Information With

We do not sell your personal information for money. We share information with the following service providers and partners:

Partner	Purpose
Shopify	Hosts our online store and processes order data
Shopify Payments	Secure payment processing
Meta (Facebook, Instagram)	Ad delivery, retargeting, performance measurement (Meta Pixel and Conversions API)
Google (Google Ads, Google Analytics, Google Tag Manager)	Site analytics, ad delivery, retargeting, conversion measurement
TikTok	Ad delivery and performance measurement (TikTok Pixel)
Email service providers	Transactional and marketing emails
Shipping carriers	Order delivery
Customer service tools	Inquiry response

We may also disclose your information when required by law, in response to legal process, to investigate fraud or security issues, in connection with a corporate transaction, or with your consent.

5. How We Obtain Your Consent (Canada)

Under Canadian privacy laws, including Quebec's Law 25 and the federal Personal Information Protection and Electronic Documents Act (PIPEDA), we obtain your consent in the following ways:

Express consent (opt-in): required for marketing communications, advertising cookies and pixels, sensitive personal information, and any use that goes beyond what a reasonable person would expect at the time of collection. We obtain express consent through clear, affirmative actions such as clicking "Accept" on our cookie banner, checking a subscription box, or creating an account.
Implied consent: in limited cases where the purpose is obvious and reasonable, such as providing your shipping address to fulfill an order or your email to receive order confirmations.

You may withdraw your consent at any time by:

Clicking "Manage Cookies" in the footer to change cookie preferences.
Clicking "Unsubscribe" in any marketing email.
Contacting our Privacy Officer at info@fromluva.com.

Withdrawing consent will not affect the lawfulness of any processing carried out before your withdrawal, and may limit our ability to provide certain services.

6. Cookies and Similar Technologies

We use cookies, pixels, tags, and similar technologies for:

Strictly necessary: required for the site to function (cart, checkout, security).
Analytics: understand how visitors use our site (Google Analytics).
Advertising: deliver and measure targeted advertising (Meta Pixel, Google Ads, TikTok Pixel).
Functional: remember your preferences and settings.

When you first visit our site, you will see a cookie consent banner allowing you to accept or refuse non-essential cookies. You can change your preferences at any time by clicking "Manage Cookies" in the site footer.

We honor Global Privacy Control (GPC) signals as valid opt-out requests where required by law. Learn more at globalprivacycontrol.org.

7. Targeted Advertising

We use Meta, Google, and TikTok to deliver advertising based on your interests and activity. This may include:

Showing you ads on Facebook, Instagram, Google Search, YouTube, the Google Display Network, and TikTok.
Building custom audiences from our customer lists.
Building lookalike or similar audiences based on existing customers.
Measuring ad performance and conversions.

You can opt out:

Through our cookie consent banner.
In your account settings on Meta, Google, and TikTok.
Via industry tools: aboutads.info/choices, youronlinechoices.eu, optout.networkadvertising.org.

8. Automated Decision-Making

We use automated tools (including those provided by Meta, Google, and TikTok) to segment audiences, deliver personalized advertising, and recommend products. These tools do not make legally significant decisions about you. You have the right to object to these uses and to request human review where required by applicable law.

9. Data Retention

We retain personal information for the following periods:

Order and transaction records: 7 years (tax and accounting purposes).
Account information: for the life of your account, plus up to 2 years after closure.
Marketing and email data: up to 3 years after your last interaction or until you unsubscribe.
Website analytics: up to 26 months.
Customer support communications: up to 3 years.
Cookies: vary by cookie, generally session-only to 24 months.

When personal information is no longer needed, we securely delete or anonymize it.

10. International Transfers

Some service providers (including Shopify, Meta, Google, and TikTok) process and store data on servers located outside Quebec, including in the United States. Before sharing personal information with these providers, we have assessed the protections in place and rely on contractual and technical safeguards to ensure your information receives an adequate level of protection.

When we transfer personal information from the European Economic Area or the United Kingdom, we rely on recognized transfer mechanisms such as the European Commission's Standard Contractual Clauses.

11. Security

We implement reasonable administrative, technical, and physical safeguards to protect your personal information. No system is 100% secure, and we cannot guarantee absolute security. We recommend strong passwords, not sharing account credentials, and avoiding sending sensitive information over unsecured channels.

12. Your Rights

Depending on where you live, you may have some or all of the following rights:

Access / Know: request a copy of the personal information we hold about you.
Rectification / Correct: request correction of inaccurate or incomplete information.
Deletion: request deletion, subject to legal exceptions.
Portability: receive your information in a structured, commonly used format.
Opt out of sale, sharing, or targeted advertising.
Withdraw consent at any time.
Limit use of sensitive information (where applicable).
Non-discrimination: we will not discriminate against you for exercising these rights.

Quebec Residents (Law 25)

Under Quebec's Act respecting the protection of personal information in the private sector, you have the rights above, plus the right to be informed of automated decision-making and request human review. You may file a complaint with the Commission d'accès à l'information du Québec (CAI) at cai.gouv.qc.ca.

Other Canadian Provinces

You have rights under the federal Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial laws. Complaints: Office of the Privacy Commissioner of Canada at priv.gc.ca.

California Residents (CCPA/CPRA)

In addition to the rights above, California residents have the right to know the categories and specific pieces of personal information we collect, use, disclose, and sell or share, and to limit the use of sensitive personal information. We do not knowingly sell or share personal information of consumers under 16.

Other US States (Virginia, Colorado, Connecticut, Texas, Utah, and others)

Residents have rights similar to those listed above, including the right to appeal our decisions. To submit an appeal, contact our Privacy Officer.

EU/UK Residents (GDPR / UK GDPR)

You have rights under the GDPR and UK GDPR. You may also lodge a complaint with your local data protection authority.

13. How to Exercise Your Rights

We may need to verify your identity before processing your request. You may designate an authorized agent to make requests on your behalf. We may require proof of authorization.

You can also exercise certain rights directly with Shopify through the Shopify Privacy Portal at privacy.shopify.com/en.

14. Children's Data

Our Services are not directed to children. We do not knowingly collect personal information from children under 14 (Quebec) or under 16 (other jurisdictions, including California) without parental or guardian consent. If you believe we have collected information from a child without proper consent, contact us and we will delete it.

15. Privacy Officer and Contact Information

LÜVA has designated a Privacy Officer responsible for compliance with applicable privacy laws and for responding to your requests.

Privacy Officer: LÜVA Email: info@fromluva.com Address: 3030 Boul Lévesque O, Suite 1201, Laval, QC, H7V 0B9, Canada

For any question, access request, correction request, or complaint regarding your personal information, contact us at the email or address above.

16. Filing a Complaint

Quebec: Commission d'accès à l'information du Québec (CAI) at cai.gouv.qc.ca
Canada (federal): Office of the Privacy Commissioner of Canada at priv.gc.ca
California: California Privacy Protection Agency at cppa.ca.gov
Other US states: the Attorney General of your state.
EU/UK: your local data protection authority.

17. Changes to This Policy

We may update this Privacy Policy from time to time. We will post the revised policy on this page and update the "Last updated" date. Where required by law, we will provide additional notice.

18. Contact

Email: info@fromluva.com Mail: LÜVA, 3030 Boul Lévesque O, Suite 1201, Laval, QC, H7V 0B9, Canada