Privacy Policy

1. Introduction

Welcome to Lilly Store LK ("we," "us," "our," or "Company"). We are committed to protecting your privacy and ensuring transparency about how we collect, use, and protect your personal information. This Privacy Policy outlines our practices regarding data collection and usage across our website, social media channels, WhatsApp communications, email, and in-store services.

By accessing lilly.lk, using our services, booking appointments, making purchases, or communicating with us via WhatsApp, email, or other channels, you agree to the terms of this Privacy Policy.

2. Information We Collect

2.1 Information You Provide

We collect information you voluntarily provide to us, including:

• Contact Information: Name, phone number, email address, and WhatsApp contact
• Appointment Details: Preferred dates, times, consultation type (bridal, custom, general shopping), and occasion details
• Billing & Shipping: Delivery address, payment method information, and order preferences
• Measurements & Preferences: Clothing sizes, color preferences, style preferences, and budget ranges (for custom orders)
• Communication Content: Messages sent via WhatsApp, email, chat widget, or in-store conversations
• Feedback & Reviews: Ratings, testimonials, and feedback about your experience
• Photos & References: Images you share for design inspiration or fitting purposes

2.2 Information Collected Automatically

When you visit our website, we automatically collect certain information:

• Device Information: Device type, browser, operating system, and IP address
• Usage Analytics: Pages visited, time spent, links clicked, and interactions with content
• Cookies & Tracking: Usage of cookies, pixels, and similar tracking technologies to enhance user experience
• Location Data: Approximate location (via IP address) to provide location-relevant services

2.3 Third-Party Information

We may receive information about you from third parties, such as:

• Social media platforms (Instagram, Facebook) if you interact with our pages
• Payment gateways and transaction processors
• Referral sources and marketing partners

3. How We Use Your Information

We use the information we collect for the following purposes:

• Order Processing: To process purchases, confirm appointments, and manage custom orders
• Communication: To respond to inquiries, send appointment reminders, order updates, and shipping notifications via WhatsApp, email, or phone
• Service Improvement: To understand customer preferences, improve our products and services, and personalize your experience
• Custom Design: To create, approve, and finalize custom sarees, outfits, and bespoke designs
• Marketing & Promotions: To send newsletters, new collection announcements, and promotional offers (only to opted-in users)
• Analytics & Insights: To analyze website traffic, customer behavior, and sales trends
• Compliance & Legal: To comply with legal obligations, prevent fraud, and resolve disputes
• Customer Support: To provide technical support and address any issues or complaints

4. WhatsApp & Messaging Communications

4.1 WhatsApp Privacy

We use WhatsApp Business to communicate with customers about appointments, orders, and inquiries. When you contact us on WhatsApp:

• Your phone number and messages are stored securely on our devices
• WhatsApp's end-to-end encryption protects your messages during transmission
• We do not sell or share your WhatsApp number with third parties
• We respect your privacy and do not broadcast your number to other contacts

4.2 Opt-In & Opt-Out

By providing your WhatsApp number, you consent to receiving:

• Appointment confirmations and reminders
• Order status updates and shipping notifications
• Responses to your inquiries
• New collection announcements and promotional messages (only if opted-in)

You can opt out of marketing messages at any time by replying "STOP" on WhatsApp, and we will remove you from marketing lists within 24 hours. Transactional messages (orders, appointments) will continue until your request is completed.

4.3 Message Retention

We retain WhatsApp conversations for customer service purposes, order history, and dispute resolution. Conversations older than 2 years may be archived or deleted unless legally required to retain them.

5. Email & SMS Communications

5.1 Email Marketing

If you opt-in to our email list, we will send you:

• New collection launches and exclusive previews
• Seasonal promotions and special offers
• Styling tips and fashion advice
• Event invitations and boutique updates

You can unsubscribe from our mailing list at any time by clicking the "Unsubscribe" link in any email.

5.2 SMS Communications

We may send SMS messages for order confirmations, appointment reminders, and urgent updates. Standard messaging rates apply. You can opt out by replying "STOP."

6. Data Security

6.1 Security Measures

We implement industry-standard security measures to protect your personal information:

• HTTPS encryption on our website
• Secure password protection for account information
• Limited access to personal data (authorized staff only)
• Regular security audits and updates
• Compliance with data protection standards

6.2 Limitations

While we strive to protect your information, no method of transmission over the internet is 100% secure. We cannot guarantee absolute security of your data. By using our services, you acknowledge this inherent risk.

7. Cookies & Tracking Technologies

7.1 How We Use Cookies

Our website uses cookies to:

• Remember your preferences and login information
• Enhance website functionality
• Analyze website traffic and user behavior
• Display personalized content and recommendations
• Track conversions and marketing effectiveness

7.2 Cookie Types

• Essential Cookies: Required for website functionality (cannot be disabled)
• Analytics Cookies: Google Analytics to understand user behavior
• Marketing Cookies: Facebook Pixel, Instagram tracking for targeted ads
• Preference Cookies: Remember your language, theme, and settings

7.3 Browser Controls

You can control cookies through your browser settings. Most browsers allow you to refuse cookies or alert you when a cookie is being sent. Please note that disabling cookies may impact website functionality.

8. Third-Party Sharing

8.1 When We Share Information

We do not sell your personal information. However, we may share information with trusted third parties for specific purposes:

• Payment Processors: PayHere, Stripe, or similar gateways for secure payment processing
• Logistics Partners: Delivery services to fulfill your orders
• CRM & Automation Tools: GoHighLevel for appointment management and marketing automation
• Analytics Services: Google Analytics for website traffic analysis
• Marketing Platforms: Facebook, Instagram, TikTok for targeted advertising
• Legal Requirements: Law enforcement if required by law or court order

8.2 Data Protection Agreements

All third-party service providers are required to maintain strict confidentiality and use your information only for the purposes we specify.

9. Your Rights & Choices

9.1 Access & Corrections

You have the right to:

• Request access to your personal information
• Correct inaccurate information
• Request deletion of your information (subject to legal requirements)
• Withdraw consent for data processing
• Opt out of marketing communications

9.2 Data Deletion

You can request deletion of your account and associated data. We will delete your information within 30 days, except where we are legally required to retain it (tax records, dispute resolution, etc.).

9.3 How to Exercise Your Rights

To exercise any of these rights, contact us at +94 77 344 7752 (WhatsApp) or email us with a clear request specifying what information you'd like to access or delete.

10. Children's Privacy

Lilly Store LK is not intended for individuals under 18 years of age. We do not knowingly collect personal information from children. If we discover that we have collected information from someone under 18, we will delete it immediately. Parents or guardians who believe their child's information has been collected should contact us right away.

11. Retention of Information

We retain personal information for as long as necessary to fulfill the purposes outlined in this Privacy Policy:

• Account Information: Retained for 3 years after last activity
• Order Information: Retained for 7 years (tax & compliance requirements)
• Appointment Records: Retained for 2 years for reference
• Communication Logs: Retained for 2 years for customer service purposes
• Marketing Lists: Retained until you unsubscribe

12. International Data Transfer

Your information may be transferred, processed, and stored in countries outside Sri Lanka, including countries that may not have the same data protection laws. By using our services, you consent to this transfer. We ensure all transfers comply with applicable data protection laws.

13. Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes in our practices, technology, or legal requirements. We will notify you of significant changes by posting the updated policy on our website with an updated "Last Updated" date. Your continued use of our services constitutes acceptance of the updated Privacy Policy.

14. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us: