Privacy policy
Last updated
Privacy Policy
Last Updated: 14 November 2026
1. Your Privacy Matters to Us
At VELOPHENE, we believe shopping should be exciting, effortless, and secure. Whether you're browsing our latest collections, choosing the perfect outfit, or placing an order, we want you to feel confident about how your personal information is handled.
We understand that when you shop with us, you're trusting us with information about yourself. We take that responsibility seriously.
This Privacy Policy explains what information we collect, why we need it, how we use it, who we may share it with, and the choices you have concerning your personal information.
Our approach is simple: we collect the information we need to serve you, protect it responsibly, and respect your choices.
We do not sell your personal information to third parties.
By using our website, you acknowledge that you have been informed about the practices described in this Privacy Policy. Where your consent is required, we will ask for it separately.
2. Who We Are
VELOPHENE is a fashion retail brand offering clothing, accessories, and carefully selected fashion pieces through its online store.
Throughout this policy, references to "VELOPHENE", "we", "us", or "our" refer to the business operating the VELOPHENE online store.
For personal information collected through our website, VELOPHENE is responsible for determining why that information is collected and how it is used.
Business information
Trading Name: VELOPHENE
Registered Business Name: [Insert registered business name]
Country of Operation: Ghana
Business Address: [Insert business address]
Website: [Insert official website]
Privacy Contact: [Insert privacy email]
3. Information We Collect
We collect certain information when you interact with our website, create an account, place an order, or contact our team.
The information we collect depends on how you use our services.
A. Information you provide directly
When placing an order or creating an account, we may ask for:
Your full name
Email address
Telephone number
Delivery address
Billing address, where needed
Account login details
Products, colours, sizes, and quantities ordered
Delivery instructions
Messages or enquiries sent to our customer service team
We use this information to identify your order, communicate with you, arrange delivery, and provide assistance when needed.
You may browse our store without providing all these details. However, certain information is necessary to complete a purchase or arrange delivery.
B. Information about your orders
When you purchase something from VELOPHENE, we maintain records relating to your transaction.
These may include your order number, items purchased, purchase amount, delivery status, payment status, refunds, returns, and related customer service requests.
These records help us manage your purchases, resolve complaints, and maintain accurate business records.
C. Information collected automatically
When you visit our website, certain technical information may be collected through our website systems, hosting services, or enabled analytics tools.
This can include your IP address, browser type, device information, pages visited, approximate location derived from your IP address, and information about website performance.
We use this information to keep our website functioning properly, improve the shopping experience, identify technical problems, and help protect the store against misuse.
D. Information you choose to share
You may voluntarily provide additional information when you submit a product review, participate in a promotion, contact customer support, or subscribe to marketing updates.
We use this information for the particular purpose for which you provided it.
4. How We Use Your Information
We use personal information only where we have a legitimate business purpose or another lawful basis for doing so.
Our main purposes include:
Processing your orders
We use your contact details, product selections, and delivery information to confirm purchases, prepare orders, and arrange delivery.
Keeping you informed
We may contact you about order confirmations, payment updates, delivery arrangements, refunds, returns, or issues affecting your purchase.
These service communications are part of fulfilling your order and are separate from promotional marketing.
Providing customer support
When you contact VELOPHENE with a question, complaint, exchange request, or delivery concern, we use the information you provide to investigate and assist you.
Improving our website
We may use website performance information and shopping trends to improve navigation, product availability, checkout performance, and overall customer experience.
Protecting our business and customers
Information may be used where necessary to identify suspicious activity, investigate potentially fraudulent orders, protect customer accounts, and maintain the security of our systems.
Meeting legal obligations
We may retain or disclose certain records when necessary to comply with applicable laws, accounting requirements, lawful requests, or other legal obligations.
Sending marketing communications
We may send you information about new arrivals, promotions, special offers, and VELOPHENE collections where you have given the required consent.
You can withdraw your marketing consent at any time.
5. Payments and Your Financial Information
We understand that payment security is one of the most important concerns when shopping online.
VELOPHENE uses Novlex Pay for payment services, with payment processing supported by its payment partner, Blue Penguin.
When you make a payment through our website, payment-related information is handled through the applicable payment systems.
Our intended arrangement is that VELOPHENE does not directly receive or store your complete payment card number, card security code (CVV), or card PIN.
Payment providers may process information necessary to authenticate payments, authorise transactions, prevent fraud, process refunds, and manage payment disputes.
VELOPHENE may receive limited transaction information, including:
Payment confirmation or failure status
Transaction reference number
Amount paid
Payment date and time
Payment method category
Refund or reversal status
This information helps us verify that your order has been paid for and resolve payment-related enquiries.
Payment information processed by Novlex Pay or Blue Penguin may also be subject to their respective privacy notices and security arrangements.
Although we take reasonable steps to protect our checkout experience, no online payment system can be guaranteed to be completely free from risk.
Important: VELOPHENE will never ask you to disclose your card PIN, mobile money PIN, or one-time password (OTP) through an unsolicited phone call, email, or social media message.
6. How We Share Your Information
We respect your privacy and limit access to your information to situations where it is reasonably necessary.
We do not sell customer personal information.
To operate our online store, however, we may need to share limited information with trusted service providers.
Delivery and logistics partners
We may share your name, telephone number, delivery address, and relevant order instructions with delivery partners so they can fulfil your order.
Payment service providers
Novlex Pay and its payment partner, Blue Penguin, may process the information necessary to complete and manage your payments.
Website and technology providers
Companies supporting our website hosting, store management, technical maintenance, email delivery, or other necessary services may process information on our behalf.
Customer communication services
Where used, email or messaging providers may help us send order confirmations, delivery updates, and customer support communications.
Professional advisers and regulatory authorities
We may disclose information to professional advisers, regulators, courts, or law enforcement authorities where permitted or required by applicable law.
Where providers process personal information on our behalf, we seek to ensure that appropriate confidentiality and data protection arrangements are in place.
7. Marketing, Promotions and Your Choices
We love sharing new collections, beautiful fashion finds, special offers, and updates with our customers.
However, we believe these messages should always be welcome.
We will seek the required consent before using your personal information to send direct marketing communications.
If you choose to receive VELOPHENE marketing, you may receive updates about new arrivals, seasonal collections, promotions, product launches, and exclusive offers through the channels you have selected.
You are always in control.
You can opt out of marketing by using the unsubscribe option provided in a message, updating your available communication preferences, or contacting our support team.
Withdrawing your marketing consent will not affect existing orders or prevent us from sending necessary service communications.
8. Cookies and Website Technologies
Like many online stores, VELOPHENE may use cookies and similar technologies to help the website function properly and improve your experience.
Cookies are small files that websites place on your device to remember certain information.
Depending on the features enabled on our website, cookies may be used to:
Remember items in your shopping cart
Maintain your login session
Remember selected website preferences
Support secure checkout
Understand website usage and performance
Help identify errors and suspicious activity
We distinguish between cookies needed for essential website functions and optional cookies used for analytics or marketing.
Where consent is required for optional technologies, we will provide an appropriate way for you to make your choice.
You can also manage certain cookie preferences through your browser settings.
Disabling essential cookies may affect shopping cart functionality, account access, or checkout.
9. How We Protect Your Information
Protecting your personal information is an important part of how we operate.
We aim to maintain reasonable technical and organisational safeguards appropriate to the information we handle.
These may include secure website connections, appropriate access restrictions, account authentication, system monitoring, software maintenance, secure handling of customer records, and confidentiality requirements for authorised personnel.
Access to customer information should be limited to staff members and service providers who need it to perform their duties.
We also seek to work with providers that maintain appropriate safeguards for the services they deliver.
While we take security seriously, no internet-based service can promise absolute protection against every possible threat.
If we identify a security incident involving customer information, we will investigate it and take appropriate action, including any notifications required by applicable law.
10. How Long We Keep Your Information
We retain personal information only for as long as necessary for the purposes for which it was collected, or for a longer period where permitted or required by law.
Different types of information may need to be retained for different periods.
For example, order records may be needed for accounting, customer service, returns, dispute resolution, or tax-related purposes.
Account information may be retained while your account remains active and for an appropriate period after closure where necessary.
Marketing contact information will be removed from active marketing use when you withdraw consent, although we may retain a limited suppression record to respect your request.
When personal information is no longer needed, we will take appropriate steps to delete it, securely dispose of it, or anonymise it.
11. Your Privacy Rights
As a customer, you have rights concerning the personal information we hold about you.
Subject to applicable Ghanaian law, these may include the right to:
Access your information
You may request information about the personal data we hold and how it is being used.
Correct inaccurate information
You can ask us to correct personal information that is incorrect, incomplete, or outdated.
Object to certain uses
You may object to processing in circumstances recognised under applicable law.
Withdraw consent
Where we rely on your consent, you may withdraw that consent.
Stop direct marketing
You may ask us to stop using your information for promotional communications.
Request deletion
You may request deletion of personal information, subject to applicable legal, contractual, and record-retention requirements.
Raise a complaint
If you believe we have handled your information improperly, you may contact us to request an investigation or raise the issue with the appropriate data protection authority.
We may need to verify your identity before completing certain requests to protect your information against unauthorised access.
12. Children and Our Website
VELOPHENE's online shopping services are intended primarily for adults and customers who are legally able to make purchases.
We do not intentionally use our website to collect personal information from children for marketing purposes.
Where a parent or guardian believes that a child has submitted personal information without appropriate authorisation, they may contact us.
We will review the request and take appropriate steps in accordance with applicable law.
13. International Service Providers
Some technology providers supporting our website, communications, hosting, or payment services may operate outside Ghana.
Where personal information is transferred or accessed internationally, we will seek to ensure that the transfer is permitted under applicable law and that appropriate measures are in place to protect the information.
We will not treat the use of a foreign technology provider as permission to disregard our responsibilities to customers.
14. Third-Party Websites and Services
Our website may contain links to external websites, social media platforms, delivery services, or payment-related pages.
These services may have their own privacy policies and information-handling practices.
We encourage you to review their privacy notices before providing personal information directly to them.
VELOPHENE is not responsible for the independent privacy practices of unrelated third-party websites.
15. Account Security
If you create a VELOPHENE customer account, we encourage you to use a strong, unique password and keep your login details confidential.
You should avoid sharing your password or verification codes with anyone.
If you suspect that somebody has accessed your account without permission, please contact us as soon as possible.
Our team will never ask for your password, card PIN, mobile money PIN, or OTP through unsolicited messages.
16. Changes to This Privacy Policy
As VELOPHENE grows, we may introduce new products, website features, delivery options, or payment services.
We may update this Privacy Policy to reflect changes in our business practices, technology, legal obligations, or the services we provide.
When changes are made, we will update the date shown at the top of this document.
Where changes are significant, we will take appropriate steps to notify affected customers.
We encourage you to review this policy occasionally to stay informed about how your information is handled.
17. Ghana Data Protection Law
VELOPHENE aims to handle personal information in accordance with applicable Ghanaian data protection requirements, including the Data Protection Act, 2012 (Act 843).
The Act establishes requirements relating to the responsible collection, use, disclosure, security, and retention of personal information.
Customers may also contact Ghana's Data Protection Commission if they believe their data protection rights have been violated.
Data Protection Commission, Ghana
Website: https://dpc.gov.gh
18. Contact Us
Your trust matters to us, and we welcome questions about how your personal information is handled.
If you would like to access, correct, or request the deletion of your information, withdraw marketing consent, or raise a privacy concern, please contact:
VELOPHENE Customer Care & Privacy Team
Email: [Insert official email address]
Telephone/WhatsApp: [Insert customer support number]
Business Address: [Insert business address]
Website: [Insert website URL]
Please include enough information for us to identify your request without sharing unnecessary sensitive details.
We will review your enquiry and respond in accordance with applicable law.
Our Promise to You
At VELOPHENE, fashion is personal, and so is your privacy.
We believe you should be able to shop confidently, knowing that your information is treated with care, your choices are respected, and your trust is valued.
We use your details to serve you, deliver your purchases, and make your shopping experience better. We only send promotional messages where you have given the required consent.
Your style is yours. Your information deserves the same respect.
VELOPHENE — Elegance in Every Detail.