Privacy Policy

This Privacy Policy explains how Luverra (“Luverra”, “we”, “us”, “our”) accesses, collects, uses, shares, stores, and protects personal information when you interact with us, including through our website, customer support, and services.

We respect privacy and handle personal information with care, discretion, and security. Please read this policy together with any specific notices shown to you at the time we collect information (for example, at checkout or when you sign up for updates).

1. WHAT IS COVERED BY THIS PRIVACY POLICY AND DO OTHER POLICIES APPLY TO YOU?

1.1 What this policy covers

This Privacy Policy applies when we process personal information relating to you, including when you:

visit or use our website and online services,
create an account or save preferences,
enquire about products or commissions,
place an order or request a quote,
make payments or use payment methods,
request delivery, installation, aftercare, warranty support, or returns (where applicable),
contact us by email, chat, phone, or social platforms (if used),
interact with our marketing (where you choose to receive it),
attend a Luverra appointment or viewing (if applicable).

1.2 Other policies that may also apply

Other policies may apply depending on your interaction with Luverra, such as:

Terms & Conditions (including sale/commission terms),
Cookie Policy and cookie settings,
product-specific notices (e.g., materials/care),
shipping/delivery and aftercare notices.

If another notice conflicts with this Privacy Policy for a specific activity, the specific notice may apply for that activity.

1.3 What this policy does not cover

This Privacy Policy does not control how third parties use your information when they act as independent “controllers” (for example, social networks you use, your bank, or payment providers). They have their own privacy policies.

2. WHAT SPECIFIC TERMS APPLY TO YOU DEPENDING ON YOUR COUNTRY OF RESIDENCE?

We aim to apply privacy protections consistent with your place of residence where required.

If you are located in the United Kingdom or European Economic Area, we process personal information under the UK GDPR / EU GDPR frameworks and local laws.

If you are located in the United States, additional notices may apply (see Appendix 2).

If you are located in California (and certain other U.S. states), specific rights and disclosures may apply (see Appendix 3).

If you are located in Australia, additional information may apply (see Appendix 1).

Where local law requires a different approach (for example, consent-first rules or specific wording), we will follow those requirements.

3. WHO COLLECTS & USES YOUR PERSONAL INFORMATION?

3.1 Data controller

Luverra is the entity responsible for deciding how and why your personal information is processed (“data controller”).

Controller name: Luverra
Contact (privacy): privacy@luverra.co

3.2 Service providers and processors

We use trusted service providers (“processors”) who process personal information on our behalf to run the website, payments, communications, analytics, security, and fulfilment. They are required to protect personal information and use it only in line with our instructions.

Some partners may also act as independent controllers (for example, payment providers conducting fraud checks). Where that’s the case, their policies apply to their use.

4. WHY DO WE COLLECT YOUR PERSONAL INFORMATION?

We process personal information for the purposes below. Under UK/EU law, each purpose must have a “lawful basis”:

A. To provide products and services you request (contract)
processing orders, quotes, deposits, invoices, and payments,
confirming specifications (materials, colour, modules, dimensions),
arranging production slots (where relevant),
delivery, installation coordination, and aftercare.
Lawful basis: performance of a contract / steps at your request before entering a contract.

B. To operate accounts, wishlists, baskets, and saved preferences (contract / legitimate interests)
account creation, login, authentication,
saved bag, wishlist sync, address book, order history,
customer support continuity.
Lawful basis: contract, and/or legitimate interests (to provide a functional service).

C. Customer service, concierge, and communications (contract / legitimate interests)
responding to enquiries,
handling delivery updates and service messages,
quality improvement and training.
Lawful basis: contract, steps pre-contract, and/or legitimate interests.

D. Security, fraud prevention, and compliance (legal obligation / legitimate interests)
payment risk checks, chargeback prevention,
monitoring suspicious activity,
maintaining records for tax/accounting, and responding to legal requests.
Lawful basis: legal obligation and/or legitimate interests.

E. Marketing and personalised communications (consent / legitimate interests where permitted)
newsletters and product updates (where you opt in),
tailored recommendations (where allowed),
ad measurement (via cookies where you consent).
Lawful basis: consent (where required); legitimate interests (only where permitted by law and you can opt out).

F. Analytics and site improvement (consent for non-essential cookies; legitimate interests for essential)
diagnosing errors, performance monitoring,
understanding how users navigate and improving UX.
Lawful basis: consent for non-essential cookies; legitimate interests for essential operational analysis (where allowed).

G. Business operations and improvement (legitimate interests / legal obligation)
forecasting, supplier management, internal reporting,
audits, legal advice, dispute handling.
Lawful basis: legitimate interests and/or legal obligation.

5. WHAT PERSONAL INFORMATION DO WE COLLECT?

We collect only what’s necessary for the purposes above.

A. Identity and contact details: name, email, phone number, billing/shipping address, account identifiers.

B. Transaction and order information: items purchased, configuration details, order history, receipts, invoices, delivery notes.

C. Payment information: We do not store full card details. We receive payment status, tokenised references, and limited card details for display.

D. Communications and support data: messages you send us, enquiry details, support tickets.

E. Technical and usage data: IP address, device type, browser type, site interaction data.

F. Marketing preferences: opt-in/opt-out status.

G. Optional information: design preferences, room dimensions, photos you send.

6. WHEN DO WE COLLECT YOUR PERSONAL INFORMATION?

We may collect personal information when you browse our site, create an account, add items to bag/wishlist, request a quote, place an order, subscribe to marketing, or contact customer service.

7. HOW DO WE COLLECT YOUR PERSONAL INFORMATION?

We collect personal information through forms you complete, your interactions with our website, emails/messages you send, payment/fraud providers, delivery partners, and cookie technologies.

8. WHO ARE OUR THIRD-PARTY SOURCES?

We may receive personal information from payment providers, fraud prevention tools, shipping partners, analytics providers, advertising platforms, and social networks.

9. SHOULD YOU ALWAYS SHARE YOUR PERSONAL INFORMATION WITH US?

No. Some information is optional. If a field is required, we’ll indicate it. If you choose not to provide required information, we may not be able to process an order or provide certain services.

10. FOR HOW LONG DO WE KEEP YOUR PERSONAL INFORMATION?

We keep personal information only as long as needed for the purposes described.

Orders/Financials: typically 6 years.
Customer service: up to 3–6 years.
Account data: while active.
Marketing lists: until unsubscribe.

11. HOW DO WE PROTECT YOUR PERSONAL INFORMATION?

We use administrative, technical, and organisational safeguards, such as HTTPS encryption, access controls, secure hosting, and monitoring. No system is perfectly secure.

12. WHERE DO WE TRANSFER & STORE YOUR PERSONAL INFORMATION?

We are based in the UK, but our service providers may process data in other countries. We use safeguards such as UK IDTA or EU Standard Contractual Clauses for international transfers.

13. WITH WHOM DO WE SHARE YOUR PERSONAL INFORMATION?

We share personal information only as needed with service providers (hosting, payment, fraud, email), fulfilment partners, professional advisers, and authorities if required by law.

14. HOW DO WE ADDRESS THE PRIVACY OF CHILDREN?

Luverra is not intended for children. We do not knowingly collect personal information from children.

15. WHAT ARE YOUR RIGHTS REGARDING YOUR PERSONAL INFORMATION?

Depending on your location, you may have rights including Access, Rectification, Erasure, Restriction, Objection, Portability, and Withdraw consent.

To exercise your rights, email: privacy@luverra.co

16. CAN THE PRIVACY POLICY CHANGE?

Yes. We may update this policy to reflect legal, security, or operational changes. We will post updates on this page.

17. DO WE USE COOKIES OR OTHER ONLINE ADVERTISING TECHNOLOGIES?

Yes. We use cookies for essential functionality, performance, personalisation, and marketing.

APPENDIX 1 — Specific information for UK residents (UK GDPR + PECR)

This Appendix applies if you are located in the United Kingdom. Our processing is carried out under the UK GDPR, Data Protection Act 2018, and PECR.

2) UK lawful bases we rely on
Performance of a contract: create accounts, accept orders, customer support.
Legal obligation: accounting, fraud prevention.
Legitimate interests: security, improving services, business operations.
Consent: marketing, non-essential cookies.

3) UK direct marketing (PECR)
We will only send marketing if you opted in or under "soft opt-in". You can opt out at any time via unsubscribe links or contacting us.

4) Cookies and similar technologies (UK / PECR)
Strictly necessary cookies do not require consent. Optional cookies usually require consent.

5) Your rights in the UK
You have rights to Access, Rectification, Erasure, Restriction, Data Portability, Objection, and Withdraw Consent.

6) Complaints (UK regulator)
You have the right to complain to the Information Commissioner’s Office (ICO).

18. HOW CAN YOU CONTACT US?

For privacy questions, requests, or complaints:
Email: privacy@luverra.co
Customer support: uk@contact.luverra.co

Effective date: 12/01/2026

LUVERRA
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Luverra Concierge

Private assistance for commissioned orders, bespoke enquiries, and existing clients.

Enquiry Form
For existing orders, please include your order reference in your message.

Returns & Exchanges

Returns & Exchanges

Each Luverra piece is commissioned individually and prepared exclusively for its owner. As a result, returns and exchanges are handled on a case-by-case basis with care and discretion through Luverra Concierge.

Commissioned Orders & Payment Structure

The amount paid at checkout represents an initial bespoke production commitment, securing a dedicated production slot reserved exclusively for your piece.

This payment is non-refundable.

Following your order, a Luverra specialist will contact you to confirm materials, finishes, dimensions, and configuration. Orders may be cancelled only during this consultation stage, prior to final specification approval.

Once materials, finishes, and specifications are confirmed and production is authorised, the order becomes final, production is initiated, and the order cannot be cancelled, refunded, or modified.

Standard Policy

Because Luverra pieces are made to order and frequently customised, standard returns or exchanges are not offered as a default policy.

Any exception to this position will be explicitly stated on the individual product page prior to purchase. Where no such statement is made, the item should be understood as non-returnable.

Eligible Returns (Where Explicitly Offered)

Where a return is expressly offered for a specific product, eligible items may be returned within 14 days of delivery, subject to inspection and approval.

Returned items must be:

  • Unused and uninstalled
  • In original condition
  • Packaged exactly as received, including all protective materials, accessories, and documentation

Luverra reserves the right to refuse returns that do not meet these conditions.

Exclusions

The following are not eligible for standard returns or exchanges once production has been approved:

  • Custom-specification pieces
  • Made-to-order items
  • Commissioned or bespoke configurations
  • Any product not explicitly marked as return-eligible on its product page

Quality & Transit Protection

If your piece arrives damaged or defective as a result of transit or handling, please notify Luverra immediately upon delivery.

Our concierge team will arrange inspection and resolution on a priority basis. Each case is assessed individually to ensure a fair and appropriate outcome, which may include repair, replacement, or other suitable resolution at Luverra’s discretion.

How to Request

All return, exchange, or issue requests must be submitted through Luverra Concierge or via your My Luverra account.

Where a refund is approved, it will be issued to the original method of payment. Refunds do not include non-refundable production commitment payments unless required by law.

Luverra does not operate under rigid mass-market return rules. Each commission is treated individually, with resolution handled personally, discreetly, and in accordance with the bespoke nature of the work.