Privacy Policy

Depending on how you interact with our website, we may collect your full name, phone number, email address, billing and delivery address, order details, product preferences and purchase history, payment-related information, customer service communications, website usage information, device and browser information, and your IP address and general technical information.

Information you give us

• —Order and delivery details — your name, email address, phone number, street address, city, province and postal code, entered at checkout so we can confirm and deliver your order.
• —Payment confirmation — when you pay by manual bank transfer or mobile wallet, the receipt or screenshot you upload so we can match your payment to your order.
• —Reviews and photographs — the name, rating, written review and any images you choose to submit about a product.
• —Correspondence — the content of emails, calls and messages you send us, including complaints, so we can respond and keep a record of the outcome.

Information collected automatically

• —Basic technical information sent by your browser, such as your IP address, device and browser type, and the pages you visited, used to keep the site secure and working correctly.
• —Your shopping bag, which is stored in your own browser (in local storage) so that it survives a page refresh. It stays on your device and is not sent to us until you place an order.

We only seek to collect information that is reasonably necessary for operating our website, processing orders, providing services, and communicating with customers.

We may use your information to:

• —Process and fulfil orders, confirm them, arrange delivery, and keep you informed about the progress of your order.
• —Respond to customer enquiries and complaints.
• —Process payments and refunds, and prevent fraud, duplicate transactions and misuse.
• —Publish product reviews you have chosen to submit, after moderation.
• —Improve our products and website, and analyse website performance.
• —Maintain website security.
• —Keep records of sales and payments, as required for accounting, tax and regulatory purposes.
• —Send marketing communications where permitted and appropriate, and only where you have asked to receive them.
• —Comply with applicable legal requirements.

We rely on the performance of our contract with you for order-related processing, on our legitimate interest in running a secure and honest shop for fraud prevention and site security, on your consent for marketing and for publishing your review, and on our legal obligations for record keeping.

When you place an order, we collect the information necessary to process and fulfil that order. This may include your name, contact number, delivery address, order details and payment-related information.

Where payment is processed by a third-party payment provider, that provider may collect and process payment information according to its own privacy policy and terms.

We share the information necessary with courier and logistics providers so that orders can be delivered. This may include your name, phone number, delivery address, and order or shipment information.

Such information is shared only to the extent reasonably necessary to provide delivery services.

Our website may use cookies, browser storage and similar technologies to improve how the website works and to understand how visitors use it — to remember certain preferences, keep website features functioning, understand website traffic, improve performance and analyse customer interactions.

We use your browser's local storage to remember your shopping bag, and a secure session cookie is set when a member of our team signs in to the administrative area.

Advertising and measurement

We use the Meta Pixel, a measurement tool provided by Meta Platforms (Facebook and Instagram). It sets cookies in your browser and tells Meta which of our pages you viewed and which actions you took, such as adding an item to your bag or completing an order. We use it to measure how well our advertising works and to show our adverts to people likely to be interested in our fragrances.

This means Meta receives information about your visit to this website and may combine it with information it already holds about you, including for advertising purposes. Meta processes that information as an independent controller under its own Privacy Policy. You can limit this through your Meta account's advert settings, through your browser's cookie controls, or by using a tracker-blocking extension.

You may control or disable cookies through your browser settings. Disabling certain cookies may affect website functionality: the site will still work, but your shopping bag will not be remembered between visits.

We use trusted third-party providers for payment processing, courier and delivery services, website hosting, website analytics, marketing and communication services, and technical support. These providers may process information on our behalf or independently according to their own terms and privacy policies. They receive only what they need, and only for the purposes described below.

• —Safepay — Processing online card and wallet payments. Card details are entered on Safepay's own secure page and are never stored by us.
• —Supabase — Hosting our database and the private storage buckets that hold payment receipts and review photographs.
• —Vercel — Hosting and serving this website.
• —Email delivery providers — Sending order confirmations, dispatch notices and replies to your enquiries.
• —Courier and delivery partners — Delivering your order. They receive your name, address and phone number only.
• —Meta Platforms (Facebook, Instagram) — Measuring how well our advertising works, through the Meta Pixel on this website. Meta is told which pages you viewed and which actions you took, and may combine that with information it already holds about you for advertising purposes.

Our website and database are hosted on servers operated by our hosting and database providers, which may be located outside Pakistan. Where your information is transferred abroad, we take reasonable steps to ensure it remains protected to the standard described in this policy and is held only by providers bound to keep it confidential and secure.

Our pages may also link to other websites, including our payment partner and our social media profiles. Those websites have their own privacy policies, and we are not responsible for how they handle your information.

We may disclose information where we are required to do so by law, by a court order, or by a regulator or law-enforcement authority, and where necessary to establish or defend legal claims. If our business is ever transferred to another owner, customer records may transfer with it, subject to this policy.

We do not sell, rent or trade your personal information, and we do not share it with advertisers.

RAANAE takes reasonable administrative, technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

• —The website is served over an encrypted HTTPS connection.
• —Payment receipts and review photographs are held in private storage that is not publicly browsable, and are opened only through short-lived, signed links.
• —The administrative area is protected by password authentication and is restricted to authorised staff.
• —Access to customer records is limited to the people who need it to fulfil orders and answer enquiries.

However, no method of transmitting or storing information electronically can be guaranteed to be completely secure. If a breach ever affects your information in a way likely to cause you harm, we will tell you and the relevant authority without undue delay.

We retain personal information only for as long as reasonably necessary for the purposes described in this policy, including order fulfilment, customer support, accounting, legal, security and dispute-resolution purposes.

• —Order records, including payment references and delivery details, are kept for as long as needed to serve you and then for the period required by tax and accounting rules.
• —Payment receipts you upload are kept only as long as needed to verify the payment and to deal with any later dispute about it.
• —Published reviews and their photographs are kept until you ask us to remove them.
• —Enquiry and complaint correspondence is kept as a record of what happened and how it was resolved.
• —Marketing contact details are removed promptly once you opt out.

When information is no longer reasonably required, we may delete, anonymise or securely dispose of it, subject to applicable legal or operational requirements.

Depending on applicable law, you may have rights regarding your personal information, including the right to:

• —Request access to the personal information we hold about you, and a copy of it.
• —Request correction of information that is inaccurate or out of date.
• —Request deletion where legally applicable — for example, to remove a review you have published.
• —Withdraw consent where processing is based on consent, without affecting anything already done on the basis of it.
• —Object to certain uses of your information, including marketing, at any time.
• —Request information about how your data is used.

Requests can be submitted using the contact details below. Please include enough detail for us to find your records, such as your order number. We aim to respond to privacy-related enquiries within 2 working days, and we may need to verify your identity before processing certain requests. We may also need to keep certain order and payment records even after a deletion request, where the law requires it.

If you are unhappy with how we have handled your information, you can raise it through our Complaint Handling process.

Where permitted, RAANAE may send customers promotional communications about new fragrances, product launches, special offers, discounts, promotions and brand updates.

You may ask us to stop sending marketing communications at any time, by contacting us or by using the unsubscribe option in the message. Even after you opt out of marketing, we will still send the essential transactional messages relating to your orders or customer service requests.

Our website is not intended to be used independently by children, and we do not knowingly collect personal information from children for marketing purposes.

If you believe that a child has provided personal information to us without appropriate parental or guardian involvement, please contact us so that we can review the matter and take appropriate action.

RAANAE may update this Privacy Policy from time to time. Any changes will be posted on this page together with an updated “Last updated” date.

We encourage customers to review this page periodically to remain informed about how we handle personal information. Where a change materially affects how we use information you have already given us, we will take reasonable steps to tell you.

If you have questions, concerns or requests regarding this policy, contact RAANAE Fragrances by email at raanae980@gmail.com.

Customer support hours are Monday to Saturday, 10:00 AM – 7:00 PM (PKT). We aim to respond to privacy-related enquiries within 2 working days. More ways to reach us are on our Contact Us page.