Privacy Policy

Last updated: 03 June 2026

Privacy Policy

At Elan, we care about your privacy and want to be clear about how we collect, use and protect your personal information.

This Privacy Policy explains what information we collect when you visit our website, shop with us, subscribe to our emails, contact us, or interact with Elan in any other way.

Elan Skincare Limited is the data controller responsible for your personal data.

Company name: Elan Skincare Limited
Company number: 10968768
Website: elanskincare.co.uk
Email: hello@elanskincare.co.uk
ICO registration number: ZA396134

1. The information we collect

The information we collect depends on how you interact with us.

We may collect:

  • your name;
  • email address;
  • phone number;
  • billing and delivery address;
  • order details;
  • payment-related information;
  • customer account details;
  • customer service messages;
  • returns, refunds and exchange information;
  • product reviews, survey responses or feedback;
  • marketing preferences;
  • information about how you use our website, such as pages viewed, products browsed, links clicked and basket activity;
  • technical information such as your IP address, browser type, device type, operating system and approximate location.

We do not store your full payment card details. Payments are processed securely by third-party payment providers.

2. Wellbeing and health-related information

Elan is evolving into a wellbeing-focused business. We may provide content about supplements, sleep, energy, stress, hormones, nutrition, strength, longevity and other wellbeing topics.

We are not a medical provider and we do not provide medical diagnosis or personalised medical advice.

We do not actively ask for detailed health information unless we clearly explain why it is needed. However, you may choose to share health-related information with us when contacting us — for example, if you mention allergies, sensitivities, medication, pregnancy, breastfeeding, menopause, symptoms or supplement suitability.

If you choose to share this type of information, we will only use it to respond to your enquiry, provide customer support, deal with your request, or meet any legal obligations. We will not use health-related information for general marketing unless you have clearly agreed to this.

Please do not send us detailed medical information unless it is necessary for your enquiry. For medical concerns, you should speak to a qualified healthcare professional.

If we introduce a quiz, personalised recommendation tool, supplement assessment or similar service in the future, we will provide additional privacy information at the point of collection.

3. How we use your information

We use your personal information to:

  • process and deliver your orders;
  • manage payments, refunds, exchanges and returns;
  • provide customer support;
  • respond to your enquiries;
  • send order confirmations, delivery updates and service messages;
  • manage your customer account;
  • send marketing emails where you have signed up or where the law allows us to do so;
  • send abandoned basket, back-in-stock or similar reminders where permitted;
  • improve our website, products, content and customer experience;
  • understand how customers use our website;
  • protect our website and business from fraud, misuse or security risks;
  • manage reviews, surveys, feedback and promotions;
  • comply with legal, tax, accounting and regulatory obligations;
  • handle data protection requests or complaints.

4. Our lawful basis for using your information

We only use your personal data where we have a lawful reason to do so.

Depending on the situation, we may rely on:

Contract
For example, when we process your order, deliver your products, manage returns or provide customer support connected to a purchase.

Consent
For example, when you sign up to receive marketing emails or agree to optional cookies.

Legal obligation
For example, where we need to keep tax, accounting or transaction records.

Legitimate interests
For example, where we improve our website, respond to customer enquiries, prevent fraud, understand customer preferences, or improve our products and services — provided your rights do not override those interests.

5. Marketing emails

You may receive marketing emails from us if you have signed up to receive them, made a purchase from us and have not opted out, or otherwise given us permission.

Our emails may include product updates, offers, wellbeing content, expert guidance, Elan news, surveys, launches or events.

You can unsubscribe at any time by clicking the unsubscribe link in our emails or by contacting us at:

hello@elanskincare.co.uk

Unsubscribing from marketing emails will not stop important service messages, such as order confirmations, delivery updates, refund messages or replies to customer service enquiries.

6. Abandoned basket and product reminders

If you add products to your basket, start checkout, browse certain products, or sign up for product notifications, we may send you reminders where permitted by law and by our platform settings.

You can unsubscribe from marketing reminders at any time.

7. Payment providers, including Klarna

We use third-party payment providers to process payments securely. These providers may process your personal data to complete your transaction, prevent fraud, assess eligibility for certain payment methods, and manage payment-related services.

If Klarna payment options are available at checkout, we may share certain personal data with Klarna, including your contact details, billing and delivery details, order information and payment-related information.

Klarna uses this information to assess whether you qualify for its payment options, to tailor those payment options to you, to process your payment, and to manage Klarna’s services in accordance with its own privacy notice.

Your personal data transferred to Klarna is processed in line with applicable data protection law and Klarna’s own Privacy Notice.

You can read more about how Klarna handles your personal data here: https://www.klarna.com/uk/privacy/

We do not store your full payment card details.

8. Who we share your information with

We do not sell your personal data.

We may share your personal data with trusted third parties where needed to run our business, fulfil your orders, provide our services, improve our website, or comply with the law.

These may include:

  • our e-commerce platform provider, including Shopify;
  • payment providers, including Klarna, where Klarna payment options are offered;
  • fraud-prevention and payment security providers;
  • delivery and fulfilment partners;
  • email marketing platforms;
  • customer service tools;
  • analytics providers;
  • advertising platforms, where used and permitted;
  • review and survey platforms;
  • IT, hosting, security and technical support providers;
  • accountants, bookkeepers, legal advisers and other professional advisers;
  • regulators, tax authorities, law enforcement bodies or courts where required.

We require service providers to handle your personal data securely and only use it for the purpose agreed with us.

Where possible, we aim to share only the information that is necessary for each provider to deliver its service.

9. International transfers

Some of the third parties we use may process personal data outside the UK.

Where this happens, we take steps to protect your personal data in line with applicable data protection laws. This may include using approved contractual safeguards or working with providers based in countries recognised as offering adequate protection.

10. How long we keep your information

We only keep personal data for as long as necessary.

In general:

  • order, invoice and tax records are usually kept for up to 6 years;
  • customer service messages may be kept where needed to manage enquiries, complaints, claims or legal obligations;
  • Marketing data is kept until you unsubscribe or we no longer need it;
  • analytics data is kept according to the settings of the tools we use;
  • health-related enquiry information is kept only for as long as needed to respond to your enquiry or protect our legal position;
  • data protection request and complaint records are kept for as long as needed to show how we handled the request.

We may keep certain information for longer if required for legal, regulatory, tax, accounting, security or dispute-resolution reasons.

11. How we protect your information

We use appropriate security measures to protect your personal data from being accidentally lost, misused, accessed, disclosed, altered or destroyed.

These measures may include secure e-commerce systems, access controls, password protection, trusted service providers, security tools and limited access to personal data where appropriate.

No online service can be guaranteed to be completely secure. You are responsible for keeping any customer account login details confidential.

12. Cookies and similar technologies

Our website uses cookies and similar technologies, such as pixels, tags, scripts and local storage.

Cookies help us to:

  • operate the website and checkout;
  • remember your basket;
  • keep the website secure;
  • understand how visitors use the website;
  • improve website performance;
  • personalise your experience;
  • measure marketing activity;
  • deliver or measure advertising, where used.

Some cookies are necessary for the website to work. Others, such as analytics or advertising cookies, are optional and will only be used where required consent has been given.

You can manage cookie preferences through our cookie banner or through your browser settings.

For more information, please see our Cookie Policy: [insert link].

13. Your rights

Under data protection law, you may have the right to:

  • ask for a copy of the personal data we hold about you;
  • ask us to correct inaccurate or incomplete information;
  • ask us to delete your personal data in certain circumstances;
  • ask us to restrict how we use your personal data;
  • object to certain uses of your personal data;
  • withdraw consent where we rely on consent;
  • ask for your data to be transferred to you or another provider where applicable;
  • complain about how we handle your personal data.

These rights are not absolute and may depend on the circumstances.

To exercise your rights, contact us at:

hello@elanskincare.co.uk

We may need to verify your identity before responding. We will respond without undue delay and normally within one calendar month.

14. Complaints

If you are concerned about how we use your personal data, please contact us first so we can try to resolve the issue.

You can contact us at:

hello@elanskincare.co.uk

Please include your name, contact details, a description of your concern and any relevant order number or correspondence.

You also have the right to complain to the Information Commissioner’s Office, the UK regulator for data protection matters.

15. Children’s privacy

Our website and products are intended for adults. We do not knowingly collect personal data from children.

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

16. Third-party links

Our website may contain links to third-party websites, platforms, articles, social media pages or expert content.

We are not responsible for the privacy practices of third-party websites or platforms. Please read their privacy policies before providing personal data to them.

17. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our business, website, products, services, technology, legal obligations or data practices.

The latest version will always be available on our website.

18. Contact us

For privacy questions, data protection requests or complaints, please contact:

Elan Skincare Limited
Email: hello@elanskincare.co.uk
ICO registration number: ZA396134