Last updated: 9 November 2025

This Privacy Policy explains how we collect, use, disclose, and protect your personal data when you visit our website, place an order, or interact with us in any other way. We adhere to the UK GDPR and the Data Protection Act 2018.

1. Who we are (Data Controller)

Luminous Candles Ltd ("we", "us", "our")
Trading name: Nelux Candles
Company number: 16078109
Registered address: 71–75 Shelton Street, Covent Garden, London, UK

2. How to contact us

Email: info@neluxcandles.com
Phone: +44 7741 059 907
Data Protection contact: Vera Achene
Email: vera.achene@neluxcandles.com

3. The personal data we collect

3.1 Data you provide to us

• Identity data: name, title.
• Contact data: billing and delivery address, email, phone.
• Order data: products purchased, order notes, gift messages.
• Account data (if you create an account): username, password.
• Marketing preferences: your choices about receiving emails or SMS.
• Customer support: messages and attachments you send to us.

3.2 Data collected automatically

• Technical data: IP address, device type, browser type and version, time zone, basic location, referrer.
• Usage data: pages visited, clicks, session duration, scroll depth.
• Cookies and similar technologies: see Section 7.

3.3 Data from third parties

• Payment providers (e.g. Stripe) send us payment confirmations and limited card details (last 4 digits, card type, expiry month/year). We do not receive full card numbers.
• Delivery partners (e.g. Evri, Royal Mail, DHL) provide delivery status and tracking updates.
• Analytics/advertising partners (if enabled) provide aggregated insights.

4. Why we use your data (lawful bases)

We only process personal data when we have a lawful basis under the UK GDPR:

• Contract: to take payment, fulfil and deliver your order, provide support, manage returns.
• Legitimate interests: to operate and improve our website, prevent fraud and abuse, keep records, send service-related messages, and understand product performance.
• Legal obligation: to keep appropriate business, tax, and accounting records; to comply with lawful requests.
• Consent: for optional activities such as email marketing, non-essential cookies/analytics, and SMS.

5. Payments, deliveries, and providers we use

Payments: We use [Stripe] to process payments. Stripe acts as a separate controller/processor for your payment information. We do not store full card numbers.

Delivery: We share your name, address, email/phone with [Evri/Royal Mail/DHL] to deliver your order and provide tracking updates.

Email/SMS marketing (if enabled): We may use providers such as [Klaviyo/Mailchimp/other] to send newsletters and offers with your consent.

Website hosting and IT: We may use reputable third-party providers for hosting, security, and support. These providers are bound by contracts to protect your data.

6. Sharing and international transfers

We only share personal data with service providers who need it to perform services for us. Where a provider is located outside the UK, we ensure appropriate safeguards are in place (e.g. adequacy regulations, SCCs).

7. Cookies & analytics

We use cookies and similar technologies to enable core site functions, remember your basket/sign-in, measure site performance, and (if you consent) offer personalised content/ads.

When you first visit, you will see a cookie banner to accept, reject, or manage settings. You can change your choices at any time via “Cookie Settings” or your browser.

8. Marketing communications

We only send email/SMS marketing with your consent (opt-in) or, for existing customers, when permitted by law. You can unsubscribe at any time using the link in our emails or by contacting us. We may still send non-marketing service messages (e.g. order updates, policy changes).

9. How long we keep your data (retention)

• Orders and invoices: typically 6 years to meet tax and accounting obligations.
• Customer support: typically 2 years after last contact.
• Marketing preferences: until you withdraw consent or the data is no longer needed.
• Website analytics: in line with the provider’s retention settings.

10. Your rights (UK GDPR)

You have the right to:

• Access your personal data and obtain a copy.
• Rectify inaccurate or incomplete data.
• Erase your data in certain circumstances ("right to be forgotten").
• Restrict processing in certain cases.
• Object to processing based on legitimate interests and to direct marketing.
• Data portability, where applicable.
• Withdraw consent at any time where processing is based on consent.

To exercise your rights, contact us using the details in Section 2. We may need to verify your identity before responding.

11. Complaints

If you have concerns, please contact us first so we can help. You also have the right to lodge a complaint with the UK Information Commissioner’s Office (ICO):

Information Commissioner’s Office (ICO)
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
ico.org.uk | Tel: 0303 123 1113

12. Security

We use appropriate technical and organisational measures to protect personal data (e.g. encryption in transit, access controls, staff training). However, no system is completely secure; please use strong passwords and keep them confidential.

13. Children

Our website and products are not directed to children. We do not knowingly collect data from anyone under 13. If you believe a child provided personal data, contact us and we will delete it.

14. Third-party links

Our website may contain links to third-party sites. We are not responsible for their privacy practices and encourage you to read their policies.

15. Changes to this policy

We may update this policy from time to time. The "Last updated" date shows the latest version. Significant changes will be notified on our website or by email where appropriate.

16. Quick summary

• We collect data to process orders, deliver products, and improve our site.
• We use Stripe for payments and reputable couriers for delivery.
• Optional cookies/analytics and marketing are used only with your consent.
• You can access, correct, or delete your data and object to certain uses.
• Questions? Email info@neluxcandles.com