Privacy Policy

Sophie & Lila ("we", "us") is operated from the Netherlands. This Privacy Policy explains how we collect, use and protect your personal information when you visit or purchase from sophie-lila.com. We handle personal information in accordance with the EU General Data Protection Regulation (GDPR), which applies to us as a Netherlands-based business, and — to the extent applicable to customers in Australia — the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles.

Information We Collect

Identity and contact data: name, email address, phone number, shipping and billing address.
Order data: products purchased, order value, currency, delivery details, returns and support history.
Payment data: processed securely by our payment providers; we do not store full card numbers.
Device and usage data: IP address, browser type, pages viewed, referral source, collected via cookies and similar technologies.
Marketing preferences: email/SMS opt-ins and engagement.

How We Use Your Information

We use your information to: process and deliver orders; provide customer support and handle returns; send transactional messages (order and shipping confirmations); send marketing communications where you have opted in (you can unsubscribe at any time); personalise the shopping experience; run analytics and advertising (including platforms such as Pinterest and Meta); prevent fraud and abuse; and comply with legal obligations (tax, accounting, consumer law).

Sharing Your Information

We share personal information only as needed with: fulfilment and logistics partners (including warehouses and carriers located outside Australia, primarily in Asia and Europe) to deliver your order; payment processors; email/SMS marketing platforms; advertising and analytics providers; IT and hosting providers (including Shopify); and authorities where legally required. We do not sell your personal information.

International Transfers

Your information is processed in the Netherlands/EU and shared with service providers in other countries (including the United States and Asia) for the purposes above. Where information is transferred internationally, we take reasonable steps to ensure it is handled consistently with this policy and applicable law, including contractual safeguards with our providers.

Retention

We retain personal information only as long as needed for the purposes above, including statutory retention periods for tax and accounting records (typically 7 years under Dutch law), after which it is deleted or anonymised.

Cookies

We use essential cookies to run the store and optional cookies for analytics and advertising. You can manage cookies via your browser settings; disabling essential cookies may affect site functionality.

Your Rights

Subject to applicable law, you may request access to, correction of, or deletion of your personal information, object to or restrict certain processing, withdraw marketing consent at any time, and request a copy of your data. To exercise these rights, email support@sophie-lila.com. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) or the Dutch Data Protection Authority (Autoriteit Persoonsgegevens).

Security

We use appropriate technical and organisational measures, including encryption in transit (SSL/TLS) and access controls, to protect your information. No method of transmission is 100% secure; we cannot guarantee absolute security.

Changes to This Policy

We may update this policy from time to time. The current version is always available on this page; material changes will be indicated by an updated effective date.