Privacy Policy

LUMORA ESSENCE

Last updated: 21 October 2026

Lumora Essence respects your privacy and is committed to protecting your personal information. This Privacy Policy explains what personal information we collect when you visit our website, create an account, contact us or place an order; how we use and share that information; and the rights available to you under applicable South African law, including the Protection of Personal Information Act, 2013 (POPIA).

Website: https://lumora-essence.co.za
Privacy enquiries: enquiries@lumora-essence.co.za

This Privacy Policy should be read together with our Terms of Service and other applicable website policies.

1. PERSONAL INFORMATION WE COLLECT

Depending on how you interact with Lumora Essence, we may collect:

  • Your name, email address, telephone number, billing address and delivery address.
  • Account details, such as your username and saved contact and address information. Passwords are handled by the website’s authentication system and are not stored as readable passwords.
  • Order and transaction records, including items purchased, order amounts, payment status, returns, refunds and customer-service communications.
  • Payment-related transaction information required to confirm or support payments. Online payments are processed through the secure payment methods available at checkout. Lumora Essence does not require your full payment-card details to fulfil an order.
  • Information you provide through our Contact form or Suggest a Product form, including your message and any contact details you submit.
  • Information you voluntarily provide in product reviews, where reviews are enabled.
  • Technical information such as IP address, browser or device information, cookies, cart activity and website interactions necessary for operation, security and service improvement.
  • If Google Analytics is activated, information about how visitors use our website, such as pages viewed, approximate location, device and browser characteristics, referral sources, scrolling and interactions with website links. Google Analytics may use cookies or similar identifiers, subject to our consent settings and applicable law.

Please do not submit sensitive personal information in general enquiry or product-suggestion forms unless it is necessary for your request.

2. HOW WE COLLECT PERSONAL INFORMATION

We collect information directly from you when you register, check out, complete a form or communicate with us; automatically through essential website functionality and cookies; and from payment, shipping or other service providers when needed to administer an order or respond to a request. If enabled, optional analytics tools may collect information about website use in accordance with the choices available to you.

3. HOW WE USE YOUR PERSONAL INFORMATION

We process personal information as reasonably necessary to:

  • Create and manage customer accounts and shopping carts.
  • Accept, process and fulfil orders and payments.
  • Arrange deliveries, provide tracking information and manage returns and refunds.
  • Respond to enquiries, complaints and product suggestions.
  • Send necessary account, order and delivery communications.
  • Maintain business, accounting and transaction records and comply with legal obligations.
  • Detect fraud, prevent abuse and protect the security of our website.
  • Improve our products, website performance and customer experience using information and tools we actually operate.
  • If enabled, use Google Analytics to understand website traffic, navigation, interactions and the effectiveness of our marketing channels. Purchase-related analytics may be introduced only after appropriate configuration and testing.
  • Send marketing communications where you have consented or another lawful basis applies, subject to applicable opt-out rights.

We process personal information where permitted by applicable law, including where necessary to perform a transaction or service you request, comply with legal duties, pursue legitimate business purposes permitted by law, or act on your consent where required.

4. COOKIES, GOOGLE ANALYTICS AND SIMILAR TECHNOLOGIES

Our WordPress and WooCommerce website uses cookies and similar technologies to support essential website functions, maintain shopping carts, recognise customer login sessions, remember preferences and help protect the website.

Cookie Consent and Preferences

Lumora Essence uses CookieYes to manage cookie consent and provide visitors with control over optional cookies.

When visiting our website, you can choose to accept all cookies, reject optional cookies or customise your cookie preferences.

Essential cookies are necessary for the website to function correctly and remain active. Optional cookies, including analytics cookies, are subject to your consent.

You can review, change or withdraw your cookie preferences at any time using the cookie consent icon displayed on our website.

Google Analytics

Lumora Essence has created a Google Analytics 4 property to help us understand website traffic and improve the customer experience.

When activated, Google Analytics may collect information such as pages visited, approximate geographic location, browser and device characteristics, referral sources and interactions with our website.

At the date of this policy update, Google Analytics tracking has not yet been activated on our website.

Before activating Google Analytics, we intend to complete the necessary configuration and testing of our cookie consent controls. Where consent is required, optional analytics cookies will not be activated unless the visitor has provided the relevant consent.

We do not intend to send customer names, email addresses, telephone numbers, delivery addresses or full payment-card details to Google Analytics.

Managing Cookies

You can manage your cookie preferences through our CookieYes consent controls or through your browser settings.

Please refer to our Cookie Policy for further information about the categories of cookies used on our website, their purposes and how to manage your preferences.

Cookie Policy: https://lumora-essence.co.za/cookie-policy-za/

For more information about Google’s privacy practices, please visit:

https://policies.google.com/privacy

https://policies.google.com/technologies/partner-sites

5. HOW WE SHARE PERSONAL INFORMATION

Lumora Essence shares personal information only where reasonably necessary to operate our website, process orders, arrange deliveries, provide customer support, comply with legal obligations or deliver services requested by customers.

Depending on the services involved, we may share relevant information with the following third-party service providers:

Payment Service Providers

Our authorised payment service providers, where applicable, to securely process payments, verify transaction status, assist with fraud prevention and manage payment-related enquiries or refunds.

Payment processing is subject to the applicable provider’s privacy practices.

Bob Go and Courier Partners

We use Bob Go and its participating courier partners to arrange collection and delivery, generate shipping labels and waybills, provide tracking information and assist with delivery enquiries.

Information shared may include customer names, delivery addresses, telephone numbers, email addresses and relevant order or shipment details.

Website Hosting and Technical Services

Our website hosting, email and technical service providers may process information where necessary to operate, maintain, secure and support our website and customer communications.

WPForms

We use WPForms to receive enquiries submitted through our Contact and Suggest a Product forms.

Information submitted through these forms is used to respond to customer enquiries and administer the relevant requests.

CookieYes

We use CookieYes to manage cookie consent preferences and help visitors control optional cookies on our website.

CookieYes may process information necessary to record and manage consent choices, such as consent identifiers, cookie preferences and related technical information.

Google Analytics

If Google Analytics is activated, Google may process website usage and analytics information on our behalf in accordance with its applicable terms and privacy practices.

Where required, analytics processing will be subject to the visitor’s cookie consent preferences.

Legal and Regulatory Requirements

We may disclose personal information where required or permitted by applicable law, where necessary to protect legal rights or where you have authorised the disclosure.

Lumora Essence does not sell customers’ personal information as part of its ordinary business operations.

6. THIRD-PARTY WEBSITES AND SERVICES

Our website may link to third-party websites or services. Those services have their own privacy notices and practices. We encourage you to review them when leaving our website. We are not responsible for third-party websites that we do not control.

7. MARKETING COMMUNICATIONS

We may send promotional communications where permitted by law and subject to any required consent. You can opt out of direct marketing by using an unsubscribe option, where provided, or emailing enquiries@lumora-essence.co.za. We may still send essential non-marketing messages about your account, purchases, payments, delivery or support requests.

8. CHILDREN’S INFORMATION

Our website is intended for customers who can lawfully enter into purchases. We do not knowingly seek personal information from children in circumstances prohibited by law. If we become aware of inappropriate collection, we will take reasonable steps to address it.

9. SECURITY OF PERSONAL INFORMATION

We take reasonable technical and organisational measures to protect personal information against loss, misuse and unauthorised access, alteration or disclosure. These include appropriate access controls and use of secure website and payment services. No internet-based system can be guaranteed completely secure. If a security incident involving personal information occurs, we will assess and respond to it, including notifying affected persons and the Information Regulator where required by applicable law.

10. RETENTION OF PERSONAL INFORMATION

We keep personal information only as long as reasonably necessary for the purpose for which it was collected, including order fulfilment, customer support, legal compliance, accounting, fraud prevention and dispute resolution. Different records may have different legally required retention periods. When information is no longer required, we will delete, destroy or de-identify it as appropriate, subject to lawful retention obligations.

If Google Analytics is activated, analytics information will be retained according to the applicable Google Analytics property settings and Google’s relevant processing arrangements. We will review these settings as part of our implementation.

Customers may request information about applicable retention practices using the contact details below. We will review and document more specific retention periods as part of our operational data-retention procedures.

11. YOUR RIGHTS

Subject to applicable law, including POPIA, you may request access to personal information we hold about you, ask us to correct or update inaccurate information, request deletion where legally appropriate, object to certain processing, withdraw consent where processing depends on consent, and object to direct marketing. Some information may need to be retained for legal, accounting or legitimate dispute-resolution purposes.

To exercise these rights, email enquiries@lumora-essence.co.za. We may need to verify your identity before acting on a request.

12. COMPLAINTS

If you have concerns about how we handle your personal information, please contact us so we can investigate. You may also lodge a complaint with South Africa’s Information Regulator. Information about the Regulator and its complaint processes is available at https://inforegulator.org.za/.

13. INTERNATIONAL TRANSFERS

Lumora Essence currently delivers orders only within South Africa. However, certain website, payment, email, hosting or other technology providers may process or store personal information outside South Africa. If Google Analytics is activated, analytics data may be processed by Google and its service providers in other countries. Where cross-border transfers occur, we will take steps appropriate under applicable law, including POPIA, to ensure that the transfer is permitted and appropriate safeguards apply. The use of an international service provider does not remove Lumora Essence’s responsibilities under applicable privacy law.

14. CHANGES TO THIS PRIVACY POLICY

We may update this Privacy Policy when our services, providers, website features or legal requirements change. The latest version will be published on our website with a revised ‘Last updated’ date.

15. CONTACT US

Lumora Essence
Website: https://lumora-essence.co.za
Email: enquiries@lumora-essence.co.za

For privacy-related requests or complaints, please use the email address above.