Privacy policy

Last updated: June 11, 2026

WHO WE ARE

This website is operated by Novela Wellness. Throughout this policy, the terms "we," "us," and "our" refer to Novela Wellness. We are committed to protecting your personal information and your right to privacy.

If you have any questions about this policy or our privacy practices, please contact us at:

📧 hello@novelawellness.com 📍 Novela Wellness · Suite 201F, 60 Frederick Street, Birmingham, B1 3HS, United Kingdom

WHAT INFORMATION WE COLLECT

When you visit our store, place an order, or contact us, we may collect the following personal information:

  • Contact details — your name, email address, phone number and delivery address
  • Payment information — credit/debit card details and billing address (processed securely through Shopify Payments and PayPal — we never store your card details)
  • Order information — products purchased, order history, returns and exchanges
  • Device and usage information — IP address, browser type, pages visited and how you interact with our website
  • Communications — any messages you send us via email or contact forms

HOW WE USE YOUR INFORMATION

We use your personal information to:

  • Process and fulfil your orders
  • Send order confirmations and shipping updates
  • Respond to your questions and customer service requests
  • Send marketing emails if you have opted in — you can unsubscribe at any time
  • Improve our website and shopping experience
  • Detect and prevent fraud
  • Comply with our legal obligations

Our legal basis for processing your information under UK GDPR:

  • Contract performance — to process your orders and deliver your products
  • Legitimate interests — to improve our services and prevent fraud
  • Consent — for marketing communications only
  • Legal obligation — to comply with UK law

HOW WE SHARE YOUR INFORMATION

We do not sell your personal information. We only share it with trusted third parties who help us run our business:

  • Shopify — our website and checkout platform
  • Royal Mail — to deliver your orders
  • Shopify Payments / PayPal — to process your payments securely
  • Klaviyo — to send order and marketing emails (only if you have opted in)
  • Meta (Facebook/Instagram) — for advertising purposes based on your consent and browsing behaviour
  • Legal authorities — if required by law

All third parties are required to handle your information securely and in accordance with applicable data protection law.

COOKIES

Our website uses cookies to:

  • Keep items in your shopping cart
  • Remember your preferences
  • Understand how you use our website
  • Show you relevant advertising on other platforms

You can control cookies through your browser settings. Disabling cookies may affect some features of our website.

YOUR RIGHTS UNDER UK GDPR

As a UK resident you have the following rights regarding your personal information:

  • Right to access — request a copy of the information we hold about you
  • Right to correct — ask us to correct inaccurate information
  • Right to delete — ask us to delete your personal information
  • Right to restrict — ask us to limit how we use your information
  • Right to object — object to us processing your information for marketing purposes
  • Right to portability — receive your data in a portable format
  • Right to withdraw consent — withdraw your consent for marketing at any time

To exercise any of these rights — email us at hello@novelawellness.com. We will respond within 30 days.

If you are unhappy with how we handle your data you have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk or by calling 0303 123 1113.

DATA RETENTION

We keep your personal information for as long as necessary to:

  • Fulfil your orders
  • Comply with legal and tax obligations
  • Resolve disputes

Order records are typically kept for 6 years in line with UK tax requirements. Marketing data is deleted when you unsubscribe.

DATA SECURITY

We take reasonable steps to protect your personal information. Our website is SSL encrypted. Payments are processed through PCI-DSS compliant systems. However no method of transmission over the internet is 100% secure and we cannot guarantee absolute security.

INTERNATIONAL TRANSFERS

Some of our third party service providers are based outside the UK. Where we transfer your data internationally we ensure appropriate safeguards are in place in accordance with UK GDPR requirements including Standard Contractual Clauses where applicable.

CHILDREN

Our website is not intended for children under the age of 18. We do not knowingly collect personal information from children. If you believe a child has provided us with their information please contact us at hello@novelawellness.com and we will delete it immediately.

MARKETING EMAILS

If you have opted in to receive marketing emails from us you can unsubscribe at any time by:

We will never send you marketing emails without your consent.

CHANGES TO THIS POLICY

We may update this privacy policy from time to time. When we do we will update the date at the top of this page. We recommend checking this page periodically for any changes.

CONTACT US

If you have any questions about this privacy policy or how we handle your personal information please contact us:

📧 hello@novelawellness.com 📍 Novela Wellness · Suite 201F, 60 Frederick Street, Birmingham, B1 3HS, United Kingdom

We aim to respond to all privacy enquiries within 72 hours.