Privacy policy

Last updated: 7 September 2026

1. Introduction

a. This privacy policy ("Privacy Policy") applies to the collection and processing of personal data ("Personal Data") by Elyscents ("we", "us" and "our") in connection with our website elyscents.pk, our WhatsApp, telephone and email customer service, and the orders you place with us. It explains what Personal Data we collect, how we use it, who we share it with and how we protect it.

b. By visiting our website and/or purchasing something from us, you agree to us handling your Personal Data in accordance with this Privacy Policy.

c. Our website is hosted on Shopify, the platform on which our store runs. This Privacy Policy covers our own use of your Personal Data. Shopify's handling of data on its platform is described in Shopify's privacy policy at www.shopify.com/legal/privacy/customers.

d. This Privacy Policy is governed by the laws of the Islamic Republic of Pakistan.

2. Personal Data that we collect

a. Personal Data includes any information about an individual from which that person can be identified. It does not include information where the identity has been removed (anonymous data).

b. Information you provide to us includes:

  • Contact data, such as your name, delivery address, phone number and, if you give one, your email address.
  • Order data, such as the products you order, order numbers, amounts, payment method, and your delivery, return and exchange history.
  • Communications that we exchange with you, including when you contact us with questions or feedback through WhatsApp, SMS, telephone, email or social media (including Facebook, Instagram and TikTok).
  • Account data, such as your login details and saved addresses, if you create an account with us.
  • Reviews, if you choose to leave a review of a product you have purchased.

c. Information collected automatically when you use our website includes your device and browser type, IP address, the pages and products you view or add to your cart, and the source that brought you to our website. This is collected through cookies and similar technologies (see section 8).

d. Information we receive from third parties includes delivery status updates from our courier partners and payment confirmations from payment service providers.

3. How we use your Personal Data

We use your Personal Data to:

  • process, confirm and deliver the orders you place with us, including confirming your order by WhatsApp, SMS or telephone before dispatch and sending you tracking updates;
  • collect payment for your order, whether cash on delivery or an online payment;
  • respond to your questions, requests, returns, exchanges and complaints;
  • prevent, detect and manage fraud, fake orders, abuse and illegal activity, which may include considering past delivery and return history when confirming cash-on-delivery orders;
  • comply with our tax, accounting, regulatory and other legal obligations;
  • send you offers, updates and reminders about our products where you have agreed to receive them (you can opt out at any time, see section 7);
  • publish product reviews you leave, with the name you provide;
  • measure and improve our advertising, our website and our service; and
  • resolve disputes that may arise.

4. Who we share your Personal Data with

a. Courier companies. To deliver your order, we share your name, delivery address, phone number and, for cash-on-delivery orders, the amount payable with the courier company delivering your parcel. Our courier partners use this information only to deliver your parcel, contact you about the delivery and collect payment on our behalf.

b. Payment service providers, banks and mobile wallet operators. If you pay online, your payment details are collected and processed by licensed payment service providers, not by us. We do not store your card number or wallet credentials. We receive confirmation that a payment has been made, together with the information needed to match it to your order. Where a refund is paid to a bank account or wallet, we share the details needed to make the refund with the relevant financial institution.

c. Messaging providers. We use WhatsApp Business and SMS services to confirm orders and send delivery updates. Messages sent through WhatsApp are processed by WhatsApp in accordance with its own privacy policy.

d. Our service providers. Shopify (website hosting and order management), the order-management and customer-service software we use to run our business, and other providers who process data on our behalf under contract and only on our instructions.

e. Advertising and analytics platforms, as described in section 8.

f. Government authorities, courts and regulators, where required by law, or where necessary to protect our rights, our customers or the public.

g. We do not sell your Personal Data.

5. How we protect your Personal Data

a. We make reasonable efforts to ensure a level of security appropriate to the risk associated with the processing of Personal Data. We implement access control measures (physical and virtual), security protocols, policies and standards to ensure that our security infrastructure is in compliance with reasonable industry standards. We maintain organisational, technical and administrative measures designed to protect Personal Data within our organisation against unauthorised access, destruction, loss, alteration or misuse.

b. We have also put in place procedures to deal with any suspected Personal Data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

c. No method of transmission over the internet or method of electronic storage is completely secure. We will never ask you for a card PIN, wallet PIN or one-time password; please do not share them with anyone claiming to be from Elyscents.

6. How long we store your information

a. We will only retain your Personal Data for as long as necessary to fulfil the purposes we collected it for. This includes, for example, satisfying any legal, regulatory, tax, accounting and reporting requirements, and establishing or defending legal claims.

b. Order and delivery records are kept for as long as they are needed for returns, exchanges, refunds and fraud prevention, and thereafter for as long as the law requires.

c. If you have an account with us, we retain your account data for as long as your account is active.

7. Your rights and choices

a. You may ask us to give you access to the Personal Data we hold about you, to correct data that is inaccurate, to delete data that we are not required to keep, or to stop sending you marketing messages.

b. To make a request, contact us using the details in section 11. We may need to verify your identity before acting on a request, and we may decline a request where the law allows us to.

c. To stop receiving marketing messages, reply "STOP" to a WhatsApp or SMS marketing message, use the unsubscribe link in an email, or contact us. We will still send you the messages needed to confirm and deliver your orders.

8. Cookies, analytics and advertising

a. Our website uses cookies and similar technologies to keep your cart, remember your preferences, understand how the website is used and measure our advertising.

b. We use analytics and advertising services provided by Meta (Facebook and Instagram), Google, TikTok and Snapchat. These services may set cookies or pixels on our website and use information about your visit, such as the pages and products you viewed and the purchases you made, to measure our advertising and to show you our advertisements on their platforms. These services process data under their own privacy policies.

c. You can control cookies through your browser settings and manage advertising preferences within your Meta, Google, TikTok and Snapchat accounts. Blocking cookies may affect how parts of the website work.

9. Children

Our website and products are intended for adults. We do not knowingly collect Personal Data from children. If you believe a child has provided us with Personal Data, please contact us and we will delete it.

10. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or in the law. The current version will always be published on this page with its "Last updated" date. Your continued use of our website after an update means you accept the updated Privacy Policy.

11. Contact

Elyscents
A-219, KDA Market, Gulshan-e-Iqbal Block 3, Karachi 74450, Pakistan
WhatsApp: +92 301 2546333
Email: helloelyscents@gmail.com