Privacy Policy

Effective date: 06 December 2025

We are committed to keeping your information secure and using it only for legitimate purposes such as processing orders, improving our Services, and communicating with you. We do not sell, rent, or trade your personal data with third parties outside our organization for their own marketing purposes.

1. Who We Are

Soulmates Clothing is a fashion brand operating the online store at soulmates.lk and related platforms. In this Privacy Policy, “Soulmates”, “we”, “us” or “our” refers to the company that determines how and why your personal information is processed in connection with our Services.

2. Scope of this Privacy Policy

This Privacy Policy applies to personal information that we collect when you:

• Visit or browse our website or mobile apps.
• Place an order as a guest or as a registered customer.
• Create and use an Account with us.
• Contact us through our help channels or social media.
• Subscribe to our newsletters or marketing communications.
• Participate in our promotions, surveys, or loyalty programs.

3. Information We Collect

3.1 Information you provide directly

We collect information that you choose to provide to us, including:

• Contact details such as your name, delivery address, billing address, phone number, and email address.
• Account details such as your username, password, and profile information when you create an Account.
• Order details including products purchased, sizes, preferences, order dates, and payment related information (limited to what is necessary for order processing, not full card details stored by us).
• Communication data such as messages, inquiries, or feedback you send through our help channels, contact forms, or social media.

When you place an order, whether as a guest or a registered user, we typically require at least your name, address, and phone number so that we can process and deliver your order.

3.2 Account creation information

Users are welcome to place orders without creating an Account. If you choose to create an Account on our website or app:

• You must provide your name and a secure password.
• You must provide at least one verified contact method, such as your email address or mobile phone number, or both.
• You may be asked to verify your email or phone via a code or link before gaining full access.

3.3 Information collected automatically

When you visit our website or use our apps, we may automatically collect certain technical information, such as:

• IP address and approximate location (city or region level).
• Device type, operating system, and browser type.
• Pages visited, time spent on pages, and navigation paths.
• Referring pages or campaigns that led you to our website.

This information is usually collected using cookies, log files, or similar technologies and is used to improve performance, security, and user experience.

3.4 Payment information

We use third party payment processors and gateways to handle most payments. Therefore:

• We do not store your full card numbers or sensitive payment credentials on our servers.
• We receive limited information such as payment status, transaction reference, method used, and the last few digits of a card number, when necessary for record keeping, refunds, or fraud prevention.
• You are also subject to the privacy policies and terms of the relevant payment providers when you use their services.

4. Legal Basis and Purposes of Processing

We process your personal information only for legitimate and specific purposes. These include:

• Order processing and delivery To process your orders, manage payments, arrange shipping, and provide customer support.
• Account management To create and maintain your Account, manage your loyalty points, and store your preferences.
• Communication To send you order confirmations, shipping updates, important service notifications, and responses to your inquiries.
• Marketing and promotions To send you promotional emails, SMS, or in app messages about offers, discounts, and special events, where permitted and subject to your preferences.
• Analytics and improvements To analyze how our website and Services are used, so that we can improve design, content, and performance.
• Security and fraud prevention To protect our systems, detect suspicious activity, and comply with legal or regulatory requirements.

5. How We Use Your Information

We use the information we collect in the following ways:

• To create and manage your orders and Account.
• To provide you with products and Services that you request.
• To verify your identity when necessary and to prevent unauthorized access.
• To handle returns, exchanges, and refunds according to our policies.
• To send order related notifications such as confirmation messages and delivery updates.
• To send optional marketing messages about promotions, loyalty rewards, or new collections.
• To improve our website, apps, and customer experience using aggregated analytics.
• To comply with legal obligations, for example maintaining accurate records for tax and accounting purposes.

6. Communications and Marketing Preferences

We may use your phone number or email address to send you:

• Order notifications such as order confirmation, payment status, shipping updates, and delivery information.
• Important service messages such as changes to Terms, Privacy Policy updates, or issues affecting your orders or Account.
• Promotional messages such as special offers, discounts, loyalty campaigns, or collection launches.

6.1 Opting out of promotional messages

You can usually opt out of promotional emails or SMS by using unsubscribe links, replying with specified keywords, or adjusting your communication preferences in your Account (where available). Even if you opt out of marketing communications, you will still receive essential transactional messages for active orders.

6.2 Order notifications cannot be disabled for active orders

Order notifications (for example order confirmations, delivery alerts, and critical updates) are necessary to complete your purchases and to keep you informed. For this reason, you cannot disable these notifications while a relevant order is in progress. They are only triggered if you place an order.

7. Cookies and Similar Technologies

Our website may use cookies and similar technologies to:

• Remember your preferences and login sessions.
• Keep items in your shopping cart between visits.
• Measure traffic and performance of pages.
• Help us understand how visitors interact with the website.

You can manage or disable cookies through your browser settings, although disabling certain cookies may affect the functionality or user experience of the website.

8. Data Storage and Security

All customer data is stored in secure databases on servers that we control or that are operated by trusted hosting providers. We use reasonable technical and organizational measures to protect your information against unauthorized access, alteration, disclosure, or destruction. These measures may include:

• Access controls and authentication for staff who handle customer data.
• Encrypted connections (HTTPS) between your browser and our website.
• Regular monitoring of systems and security updates.

Only a limited number of authorized personnel have access to personal data, and they are required to handle it confidentially and to follow strict internal policies.

9. Data Sharing and Disclosure

9.1 No sale of your data

We do not sell, rent, or trade your personal information to third parties outside our organization for their own marketing purposes.

9.2 Service providers and partners

We may share your information with trusted service providers who help us operate our business and provide our Services, such as:

• Delivery and courier companies who need your name, address, and phone number to deliver your order.
• Payment processors who handle transactions on our behalf.
• IT and hosting providers that keep our systems running.
• Analytics providers who help us understand website usage in an aggregated manner.

These service providers are allowed to use your information only for the purposes of providing services to Soulmates and are required to protect your data appropriately.

9.3 Legal requirements

We may disclose your information if required by law, regulation, court order, or governmental request, or if we believe that such disclosure is reasonably necessary to:

• Comply with legal obligations.
• Protect our rights, property, or safety, or the rights, property, or safety of others.
• Investigate and prevent fraud or security issues.

10. Guest Checkout and Accounts

10.1 Guest checkout

You may place orders as a guest without creating an Account. In this case, we still collect the personal details necessary to process your order, such as your name, address, and phone number. These details are stored securely and associated with your order record.

10.2 Accounts and loyalty

If you create an Account, you gain access to features such as order history, loyalty points, and faster checkout. Loyalty points, coupons, and certain account based discounts can usually be earned and redeemed only through a registered Account at the time of placing an order. Orders placed as a guest cannot automatically be linked later to a newly created Account, so:

• If you create an Account after placing a guest order, you will not be able to retrospectively redeem loyalty points or account linked discounts for that previous order.

11. Account Deletion and Data Retention

11.1 Deleting your Account

Users have the option to delete their Account, subject to any technical or legal limitations. When you request Account deletion:

• We will remove or anonymize your personal profile information from our active systems.
• We will unlink your Account from loyalty points and promotional balances.
• We will no longer use your details for marketing communications, except where a legal retention obligation applies.

11.2 Order records and linked data

For operational and legal reasons, we may need to keep certain order records for a specific period, for example for accounting, tax, or dispute resolution. However, we will remove or anonymize personal identifiers from those records to the extent reasonably possible. This means:

• Your direct personal data and Account information will be removed or de identified.
• Essential order data such as purchase amounts, dates, and items may be retained in a way that is no longer directly linked to you as an identifiable person.

11.3 Retention periods

We keep your personal data only for as long as necessary for the purposes for which it was collected, or as required by law, accounting rules, or other legitimate business needs. When information is no longer needed, it is securely deleted or anonymized.

12. Children’s Privacy

Our Services are not directed at children who are younger than the legally defined age of majority. We do not knowingly collect personal information from children without appropriate consent from a parent or guardian. If you believe that a child has provided us with personal information without such consent, please contact us and we will take appropriate steps to remove the information.

13. International Transfers

Our main operations are based in Sri Lanka. However, some of our service providers or servers may be located in other countries. This can mean that your data may be transferred and processed outside your country of residence. In such cases, we take steps to ensure that appropriate safeguards are in place to protect your information in line with applicable data protection laws.

14. Your Rights

Depending on the laws that apply, you may have some or all of the following rights in relation to your personal data:

• Access - To request a copy of the personal information we hold about you.
• Correction - To request correction of inaccurate or incomplete personal data.
• Deletion - To request deletion of your personal data in certain circumstances, for example when it is no longer necessary for the purposes for which it was collected.
• Restriction - To request that we limit the processing of your data in certain situations.
• Objection - To object to processing that is based on legitimate interests or is used for direct marketing.
• Data portability - To request that we provide your data in a structured, commonly used, and machine readable format where applicable.

To exercise any of these rights, you can contact us using the details in the Contact section. We may need to verify your identity before processing your request for your protection.

15. Third Party Websites and Services

Our website and communications may contain links to third party websites or services, such as payment providers, social media platforms, or partner campaigns. This Privacy Policy applies only to our own Website and Services. When you access third party sites or services, their own privacy policies and terms will apply, and we encourage you to review them carefully.

16. Payment Issues and Liability

As noted in our Terms and Conditions, payment processing is often handled by third party providers. If a payment is declined, fails, or is delayed due to issues with those providers or with your bank, we are generally not responsible for the technical problem or the time taken to resolve it. For such payment issues, you may need to contact the relevant provider directly.

We will cooperate reasonably with you and the provider to clarify whether your order has been paid and whether a refund has been initiated, but we are not liable for matters that are solely within the control of the third party provider.

17. Security Measures and Limitations

We take reasonable steps to secure your data, but no online service can guarantee absolute security. While we strive to protect your personal information, you also play an important role in keeping your data safe by:

• Using a strong, unique password for your Account.
• Not sharing your login credentials with others.
• Logging out from shared devices after use.
• Contacting us immediately if you suspect unauthorized access to your Account.

18. 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 make significant changes, we will update the effective date at the top of this page and may also provide additional notice, such as through email notifications or website banners.

Your continued use of the Website or Services after any changes have been posted will signify your acceptance of the updated Privacy Policy.

19. Relationship with Terms and Conditions

This Privacy Policy forms part of the overall Terms and Conditions of Soulmates Clothing. In the event of any conflict between this Privacy Policy and the Terms, the interpretation that best reflects our legal obligations and your rights under applicable law will apply.

20. Contact Information

If you have any questions, concerns, or requests regarding this Privacy Policy or how we handle your personal data, you can contact us through the official Soulmates help channel or the contact details provided on the Soulmates website.