Privacy policy

Privacy Policy

Last updated: September 5, 2026

1. Introduction & Scope

Lunnela ("we", "us", "our", or the "Company") operates this store, website, and digital platform, including all related information, content, features, tools, products, and services (collectively, the "Services"), to provide you, the customer, with a curated shopping experience. Lunnela is powered by Shopify, which enables us to provide the Services directly to you. This Privacy Policy outlines our transparent practices regarding how we collect, use, store, process, and disclose your personal information when you visit, browse, interact with, or make a purchase from our website, or otherwise communicate with our customer support team.

Please read this Privacy Policy carefully before using or submitting information through our Services. By accessing or using any part of the Services, you acknowledge that you have read, understood, and agreed to the collection, use, and disclosure practices described herein. If you do not agree with any terms within this document, please discontinue use of the Services immediately.

2. Personal Information We Collect

"Personal information" refers to any data that identifies, relates to, describes, or can reasonably be linked, directly or indirectly, to a specific individual or household. It does not include completely anonymized or aggregated information where individual identification has been permanently removed. Depending on how you interact with our Services, we may collect the following categories of data:

  • Contact & Identification Data: First and last name, billing address, shipping address, recipient contact numbers, and personal email address.

  • Financial & Payment Data: Payment method details, cardholder name, billing postcodes, encrypted payment transaction identifiers, transaction receipts, payment authorizations, and currency preferences. (Note: Full credit card numbers are tokenized and processed directly by our PCI-compliant payment gateways; Lunnela never stores raw credit card digits on its servers).

  • Order & Transaction Data: Detailed history of products viewed, items added to shopping carts or wishlists, purchased items, returned items, replacement orders, custom shipping notes, and transactional receipts.

  • Customer Support & Communications: Inquiries, feedback, return correspondence, product reviews, and any records exchanged across email, contact forms, or live assistance channels.

  • Device & Technical Data: Internet Protocol (IP) address, operating system, unique hardware identifiers, browser version, browser language settings, network carrier, geolocation data, and device configuration.

  • Usage & Behavioral Data: Referring and exit pages, time stamps, clickstream data, scroll depth, session durations, links clicked, search queries within the store, and navigational interaction across the store.

3. Sources of Information

We gather the categories of personal data listed above through multiple methods:

  • Direct Interactions: Provided directly by you when you place an order, create an account, submit an email inquiry, or fill out our checkout forms.

  • Automated Technologies: Collected through cookies, server logs, web beacons, pixels, and embedded scripts as you interact with our pages and features.

  • Service Providers & Operational Partners: Sourced from hosting platforms (Shopify), external payment processors, fraud detection services, and courier networks that provide real-time updates regarding transaction fulfillment and delivery status.

4. How We Use Your Personal Information

We utilize your personal information solely for legitimate operational, commercial, and legal obligations, including:

  • Fulfillment and Order Processing: Executing sales contracts, processing transactions, facilitating safe deliveries to your designated destination, managing returns, and issuing refunds under our Sleep Trial policies.

  • Customer Care: Responding promptly to inquiries, investigating defective product reports, facilitating shipping updates, and assisting with post-purchase support.

  • Security, Integrity, and Fraud Mitigation: Authenticating account sessions, screening for fraudulent transactions, monitoring malicious attacks, and safeguarding our platform against automated abuse.

  • Marketing, Insights, and Performance: Evaluating storefront speed, enhancing navigation flow, analyzing purchasing trends, and—where permitted by law or explicit consent—delivering non-intrusive promotional notifications or reminders regarding products of interest.

  • Regulatory Compliance: Upholding legal obligations, including domestic and international tax accounting, commercial record-keeping, resolving payment disputes, and adhering to law enforcement inquiries.

5. Disclosure of Personal Information

We do not sell your personal information. We disclose select data categories only under strictly controlled business circumstances:

  • Platform Infrastructure (Shopify): Shopify hosts our storefront and processes customer data to ensure system reliability, checkout infrastructure, and checkout protection across global servers.

  • Operational Vendors & Logistics: Third-party carriers, delivery networks, payment gateways, and software providers who handle fulfillment, shipping labels, and payment processing under binding confidentiality obligations.

  • Corporate and Legal Protections: Situations where disclosure is mandated by law, court subpoenas, regulatory agencies, or where disclosure is essential to enforce our Terms of Service and defend against legal claims.

6. Cookies, Tracking & Analytics

Our website deploys functional, analytical, and marketing cookies:

  • Essential Cookies: Necessary for basic storefront navigation, load balancing, shopping cart persistence, and checkout authentication.

  • Analytical & Performance Cookies: Aggregate non-identifiable usage statistics to evaluate visitor behavior, session flows, and conversion metrics to refine user experience.

  • Managing Preferences: You can control, restrict, or wipe cookies via your internet browser settings. However, disabling essential cookies may impact checkout functionality and visual performance.

7. Data Retention & Security

We maintain technical and organizational safeguards engineered to protect personal information against accidental loss, unauthorized access, destruction, and alteration.

We retain personal information only for as long as required to fulfill the objectives described in this policy, service active accounts, satisfy tax reporting requirements, resolve contractual disputes, and comply with statutory retention regulations. Once data is no longer necessary, it is securely deleted or permanently anonymized.

8. International Data Transfers

Because our storefront runs on Shopify's global infrastructure, your personal information may be transferred, stored, and processed outside your country of residence, including servers located in the European Union, the United States, and Australia. When cross-border transfers occur, we implement valid international transfer mechanisms, including the European Commission’s Standard Contractual Clauses (SCCs), to ensure your information remains protected to international standards.

9. Your Legal Rights

Depending on your geographical jurisdiction (such as under the European Union GDPR, UK Data Protection laws, or the Australian Privacy Act), you hold specific rights regarding your personal records:

  • Right of Access: The right to obtain a copy of the personal records we maintain regarding your identity and transactions.

  • Right to Rectification: The right to request corrections to incomplete, obsolete, or incorrect personal information.

  • Right to Erasure ("Right to be Forgotten"): The right to request the deletion of your personal data, subject to regulatory retention rules.

  • Right to Restrict or Object: The right to restrict or object to the processing of your personal information for targeted marketing or analytical profiling.

  • Right to Withdraw Consent: The right to revoke consent previously given for promotional messaging at any point via unsubscribe links.

To execute any of these privileges, please reach out directly using the contact information below. We verify each requester’s identity prior to processing sensitive account adjustments.

10. Third-Party Websites

Our storefront may feature links to external websites, carriers, or platforms not owned or operated by Lunnela. We do not govern, review, or assume liability for the data practices, content, or privacy conditions maintained on external platforms. We advise reviewing their independent terms before disclosing personal information.

11. Children's Privacy

Our Services are not designed for or targeted at minors under the age of 18. We do not intentionally collect personal information from underage visitors. If you are a parent or legal guardian and believe your child has submitted personal details to our store, please notify us immediately so we can expunge the data from our databases.

12. Amendments to This Policy

We reserve the right to revise or adjust this Privacy Policy periodically to reflect technical enhancements, statutory developments, or operational updates. All changes become active immediately upon posting the updated draft to our website, with the date at the top reflecting the latest modification.

13. Contact & Inquiries

If you have questions about our data collection procedures, wish to register a formal inquiry, or want to exercise your legal data rights, contact us at:

  • Brand / Company: Lunnela

  • Customer Support Email: info@lunnela.com

  • Physical Address: Londenhof 10, 1334 CK Almere, The Netherlands