1. Who we are

This website is operated by Mellow Market. Our website address is:
https://mellow.market.

In this policy, “Mellow Market”, “we”, “us” and “our” refer to the operator of this website.

For privacy questions, data requests or concerns, please contact us through the contact page on this website.

2. Scope of this policy

This Privacy Policy applies to personal information collected through our website, customer account area, checkout, contact forms, email signup forms, customer support messages, reviews, and related online services.

It does not apply to third-party websites, platforms, payment providers, delivery partners, social networks or external services that have their own privacy policies.

3. Personal information we collect

Depending on how you use the website, we may collect:

• Identity information: name, username and account details.
• Contact information: email address, phone number, billing address and delivery address.
• Order information: products purchased, order history, basket contents, delivery notes, refunds, returns and customer service records.
• Payment information: payment status, transaction reference, fraud checks and limited payment details. Full card details are handled by payment processors and are not stored by Mellow Market.
• Account information: login details, password information, preferences and account activity.
• Marketing information: email subscription status, email preferences and engagement with Mellow Mail.
• Technical information: IP address, browser type, device type, operating system, pages visited, session data, cookie choices and approximate location inferred from your device or IP address.
• Communication information: messages you send to us, reviews, feedback, form submissions and support enquiries.

4. How we collect information

We collect information when you provide it directly, such as when you create an account, place an order, complete checkout, contact us, leave a review or sign up to Mellow Mail.

We also collect some information automatically through cookies, server logs, security tools and ecommerce functionality.

Some information may be provided by third parties, such as payment processors, delivery providers, fraud prevention tools, analytics providers or email service providers.

5. How we use your information

We use personal information to:

• Operate, maintain and improve the website.
• Create and manage customer accounts.
• Process orders, payments, refunds and returns.
• Arrange delivery and provide order updates.
• Respond to enquiries, complaints and support requests.
• Send service messages, such as order confirmations and account notices.
• Send Mellow Mail marketing emails where you have signed up or where permitted by law.
• Personalise the website and improve customer experience.
• Prevent fraud, misuse, spam, unauthorised access and security threats.
• Meet legal, tax, accounting, compliance and regulatory obligations.

6. Legal bases for processing

Where laws such as the UK GDPR or EU GDPR apply, we rely on one or more legal bases for using your personal information:

• Contract: to process your order, manage your account, provide customer support and deliver products to you.
• Legal obligation: to keep accounting records, comply with tax rules, respond to lawful requests or meet regulatory requirements.
• Consent: where you sign up to marketing emails, choose non-essential cookies or give permission for a specific use.
• Legitimate interests: to run, secure, improve and promote our business, provided your rights and interests do not override those interests.

Where consent is required, you can withdraw it at any time. Withdrawing consent does not affect processing already carried out before consent was withdrawn.

7. Customer accounts and orders

If you create an account, we store information needed to manage your account, order history, addresses, preferences and customer service history.

When you place an order, we collect and use the information needed to process payment, confirm the order, arrange delivery, provide support, prevent fraud and maintain business records.

8. Payments

Payments are processed by third-party payment providers. We may receive confirmation of payment, transaction status, billing details and payment reference information.

We do not store full payment card numbers on our website. Payment providers process payment data under their own privacy and security terms.

9. Delivery and fulfilment

We share information needed to deliver your order with delivery, postage, courier or fulfilment partners. This may include your name, delivery address, email address, phone number, order reference and delivery instructions.

10. Mellow Mail and marketing

If you sign up to Mellow Mail, we collect your email address so we can send updates, offers, product news and other Mellow Market communications.

You can unsubscribe at any time by using the unsubscribe link in an email or contacting us.

We do not sell your email address to third parties for their own independent marketing.

11. Cookies and similar technologies

Our website uses cookies and similar technologies to make the website work, support shopping basket and checkout functionality, remember preferences, protect the site, understand performance and, where enabled, support analytics or marketing.

Essential cookies may be required for basket, checkout, account login, security and cookie preference functions.

Non-essential cookies, such as analytics or marketing cookies, will be used where required permissions or legal bases are in place.

You can manage cookies through your browser settings. If we provide a cookie banner or cookie settings tool, you can also update your preferences there.

12. Reviews, comments and user content

If you leave a review, comment or other public content, we may collect the information submitted, along with your IP address and browser user agent, to help with moderation, security and spam prevention.

Approved reviews or comments may be visible publicly depending on the feature used.

13. Contact forms and customer support

If you contact us, we use the information you provide to respond to your enquiry, manage your request, resolve issues and keep appropriate customer service records.

14. Third-party services

We may use third-party services to help operate the website and business, including:

• Website hosting and security providers.
• Payment processors.
• Delivery, courier and fulfilment providers.
• Email marketing or newsletter providers.
• Analytics and performance tools.
• Cookie management tools.
• Fraud prevention and anti-spam services.
• Professional advisers, such as accountants, legal advisers and insurers.

These providers may process personal information on our behalf or as independent controllers, depending on the service.

15. Embedded content and external links

Pages on this website may include embedded content or links from other websites, such as videos, maps, social media posts, payment tools, reviews or other third-party services.

Third-party websites and services may collect data about you, use cookies or track your interaction according to their own privacy policies.

16. When we share personal information

We only share personal information where needed to run the website, fulfil orders, provide services, meet legal obligations, prevent fraud or protect our rights.

We may share data with payment providers, delivery providers, hosting providers, email service providers, analytics providers, fraud prevention tools, professional advisers, regulators, law enforcement or public authorities where appropriate.

17. International data transfers

Because we use online service providers, personal information may be processed in countries outside your own, including countries that may have different data protection laws.

Where required, we use appropriate safeguards for international transfers, such as adequacy decisions, standard contractual clauses, data processing agreements or other legally recognised transfer mechanisms.

18. How long we keep information

We keep personal information only for as long as reasonably needed for the purpose it was collected, including legal, accounting, tax, security, fraud prevention and dispute-resolution purposes.

• Order and transaction records may be kept for the period required by tax and accounting rules.
• Account information is kept while your account remains active, unless deletion is requested and we are not required to keep it.
• Email marketing records are kept until you unsubscribe or we no longer need them.
• Customer service messages may be kept for a reasonable period to manage enquiries and disputes.
• Security logs may be kept for a limited period to protect the website and investigate misuse.

Where no fixed retention period applies, we decide how long to keep information based on its type, purpose, legal requirements, sensitivity and whether it may be needed to resolve issues.

19. How we protect information

We use reasonable technical and organisational measures to protect personal information. These may include secure hosting, access controls, password protection, security monitoring, encryption where appropriate, and limiting access to people or providers who need it.

No online service can be guaranteed completely secure, but we take privacy and security seriously.

20. Your privacy rights

Depending on where you live, you may have rights over your personal information. These may include the right to:

• Access the personal information we hold about you.
• Receive a copy of your personal information.
• Correct inaccurate or incomplete information.
• Delete your personal information.
• Restrict or object to certain processing.
• Withdraw consent where processing is based on consent.
• Opt out of marketing communications.
• Complain to a data protection authority.

These rights are not absolute and may depend on your location, the type of information and our legal obligations.

21. UK, EEA and Swiss users

If you are in the United Kingdom, European Economic Area or Switzerland, you may have rights under applicable data protection laws, including rights of access, correction, deletion, restriction, objection, portability and withdrawal of consent.

You may also have the right to complain to your local data protection authority. In the UK, this is the Information Commissioner’s Office.

22. California and certain US state users

If you live in California or another US state with consumer privacy laws, you may have additional rights depending on whether those laws apply to us. These rights may include the right to know what personal information is collected, used or disclosed, the right to request deletion or correction, and the right to opt out of certain sharing or targeted advertising where applicable.

We do not sell personal information in the ordinary meaning of selling customer data for money. If we ever use advertising or analytics tools that are legally considered “selling” or “sharing” under certain laws, we will provide any required opt-out mechanism.

23. Children and age restrictions

Mellow Market is intended for adult customers. We do not knowingly collect personal information from children.

If you believe a child has provided personal information to us, please contact us so we can take appropriate steps.

24. Product availability and local laws

Product availability, age restrictions, purchase rules and shipping restrictions may vary by country, region or local law.

You are responsible for making sure that any product you purchase is lawful to buy, import, possess and use in your location. We may refuse or cancel orders where we believe a restriction applies.

25. Changes to this policy

We may update this Privacy Policy from time to time. The latest version will be posted on this page with an updated date.

26. Contact us

If you have questions about this Privacy Policy or want to exercise privacy rights, please contact us through the contact page on this website.