Privacy Policy

Last Updated: March 5, 2026

This Privacy Policy describes how Serenza London (“we”, “us”, or “our”) collects, uses, and discloses your personal information when you visit serenzalondon.com, use our services, or make a purchase from our website (the “Site”). By accessing or using our services, you agree to the collection and use of your information as described in this Privacy Policy.

If you do not agree with this Privacy Policy, please do not use our website or services.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or operational needs. When we do, we will update the “Last Updated” date at the top of this page. Continued use of our Site after any updates means you accept the revised policy.

How We Collect and Use Your Personal Information

To provide and improve our services, we collect personal information from various sources depending on how you interact with our Site.

We may use the information we collect to:

  • Process and fulfill your orders
  • Communicate with you regarding purchases, returns, or inquiries
  • Improve our website and customer experience
  • Comply with legal obligations
  • Prevent fraud and enhance security
  • Provide marketing communications if you choose to receive them

Personal Information We Collect

The types of personal information we collect depend on your interaction with our Site.

Information You Provide Directly

When you place an order, create an account, or contact us, we may collect:

  • Name
  • Email address
  • Phone number
  • Billing address
  • Shipping address
  • Payment confirmation details
  • Account login details (if applicable)
  • Messages or inquiries you send to our customer support

Providing certain information may be necessary to complete purchases or access certain features of our services.

Information Collected Automatically

When you visit our Site, certain information may automatically be collected about your device and interaction with the website. This may include:

  • IP address
  • Browser type
  • Device information
  • Network connection
  • Pages viewed and interaction with our Site

We collect this information using technologies such as cookies, pixels, and similar tracking technologies.

Information from Third Parties

We may receive information from third-party service providers that help operate our store, including:

  • Shopify, which powers our online store
  • Payment processors, who securely process payment information
  • Marketing or analytics partners

These providers collect and process information only as necessary to provide their services.

How We Use Your Personal Information

Providing Products and Services

We use your information to:

  • Process payments
  • Deliver orders
  • Send order confirmations and shipping updates
  • Manage returns and exchanges
  • Maintain customer accounts

Marketing and Advertising

We may send promotional messages, offers, or product updates via:

  • Email
  • Text message
  • Online advertisements

You may unsubscribe from marketing emails at any time.

Security and Fraud Prevention

Your information may be used to detect and prevent fraud, unauthorized activity, or security threats.

If you create an account, you are responsible for maintaining the confidentiality of your login credentials.

Customer Support and Service Improvement

We use your information to respond to inquiries, provide support, and improve our website and services.

Cookies

Like most websites, Serenza London uses cookies to improve your browsing experience and analyze website traffic.

Cookies help us:

  • Remember your preferences
  • Improve website functionality
  • Understand how customers interact with our store

You can adjust your browser settings to refuse or remove cookies, but doing so may affect certain features of the Site.

For more information about Shopify cookies, please visit:

https://www.shopify.com/legal/cookies

Sharing Personal Information

We may share personal information with trusted third parties in order to operate our business and provide services, including:

  • Payment processing providers
  • Website hosting and technical support providers
  • Shipping and fulfillment partners
  • Marketing and analytics partners

We may also share information when required to comply with legal obligations or protect our business and customers.

We do not sell your personal information.

Third-Party Websites

Our Site may contain links to third-party websites. We are not responsible for the privacy practices, policies, or content of those websites. We recommend reviewing their privacy policies before providing any personal information.

Children's Information

Our services are not intended for children under the age of 16, and we do not knowingly collect personal information from children. If we become aware that personal information from a child has been collected, we will take steps to delete it.

Data Security and Retention

We take reasonable security measures to protect your personal information. However, no system can guarantee complete security.

We retain personal information only as long as necessary to:

  • Provide our services
  • Comply with legal obligations
  • Resolve disputes
  • Enforce our agreements and policies

Your Rights

Depending on your location, you may have certain rights regarding your personal data, including:

  • The right to access your personal information
  • The right to request correction of inaccurate data
  • The right to request deletion of your data
  • The right to request a copy of your data
  • The right to withdraw consent for certain processing activities

To exercise these rights, please contact us using the information below.

Complaints

If you have concerns about how your personal information is handled, please contact us first. We will do our best to resolve your concerns promptly.

You may also have the right to contact your local data protection authority.

Contact Information

Shop name: Serenza London
Phone: +44 7447 388678
E-mail: info@serenzalondon.com

Customer Service Hours:

Monday To Friday: 9:00 AM - 5:00 PM (GMT)
Saturday & Sunday: 10:00 AM - 4:00 PM (GMT)

Response time:Within 24 hours (often sooner during business hours)

Company Name: Balance Limited
Company nr.: SC861492
Company Address: Summit House, 4 - 5 Mitchell Street, Edinburgh, United Kingdom, EH6 7BD