Privacy Policy

Effective date: 20 August 2026

Ember x Ivy respects your privacy and is committed to handling your personal information responsibly and discreetly.

This Privacy Policy explains what information we collect when you visit emberxivy.com, place an order, contact us, or otherwise interact with Ember x Ivy, how that information is used, and the choices available to you.

1. Who We Are

Ember x Ivy is an online retail brand operated in Trinidad and Tobago.

Website: https://emberxivy.com
Privacy and support enquiries: support@emberxivy.com

For the purposes of this Privacy Policy, references to “Ember x Ivy”, “we”, “us” or “our” refer to the operator of the Ember x Ivy online store.

2. Information We Collect

We collect only information that is reasonably necessary to operate the store, process orders, provide customer support, maintain security and meet applicable legal or administrative obligations.

Depending on how you use the website, this may include:

Information you provide to us

• Your name
• Email address
• Telephone number
• Billing and delivery address
• Order details and products purchased
• Delivery instructions
• Payment method selected
• Information you provide when contacting customer support
• Account information, if you choose to create a customer account

Information collected automatically

When you use the website, certain technical information may be collected automatically, including:

• IP address
• Browser and device information
• Website activity and session information
• Cookie and shopping-cart information
• Security and error logs

Payment information

Online card payments are processed using PayPal.

Ember x Ivy does not intentionally receive or store your complete credit or debit card number, card security code or other full card credentials. Card-payment information is submitted to and processed by the relevant payment provider in accordance with its own privacy and security practices.

Cash on Delivery orders do not require card information.

3. Intimate Purchase Information

Because Ember x Ivy sells intimate wellness products, information about the products you purchase may be sensitive in context.

We recognise the importance of maintaining the confidentiality of this information.

Order information is used only where reasonably necessary to:

• fulfil and deliver your order;
• process or verify payment;
• provide customer service;
• handle returns, defects, disputes or refunds;
• maintain required business and transaction records;
• prevent fraud or misuse; or
• comply with applicable law.

We do not use your individual purchase history to make assumptions about your sexual orientation, sexual life or other sensitive personal characteristics.

We will not sell your personal information or individual order history to advertisers or data brokers.

4. How We Use Your Information

We may use your information to:

• Process and fulfil orders
• Arrange delivery
• Send order confirmations and transactional emails
• Process online payments
• Manage Cash on Delivery orders
• Respond to questions or support requests
• Manage refunds, returns or product issues
• Maintain the security and proper operation of the website
• Detect fraudulent, abusive or suspicious activity
• Maintain accounting, tax and transaction records
• Improve the functionality and customer experience of the website
• Comply with legal or regulatory requirements

We will not use personal information for an unrelated purpose without an appropriate basis for doing so.

5. Who We Share Information With

We do not sell your personal information.

We may share limited information with third parties where necessary to operate Ember x Ivy, including:

Payment providers

Online card transactions are processed through PayPal. PayPal receives information necessary to process and verify your payment.

Website and hosting providers

Our website uses WordPress and WooCommerce and is hosted using third-party infrastructure. These services may process technical, account or order information as necessary to provide their services.

Email providers

We use email services to send transactional messages such as order confirmations, status updates and customer-support communications.

Delivery providers

Where a courier or delivery provider is used, we may provide information necessary to complete delivery, such as your name, telephone number, delivery address and relevant delivery instructions.

We do not provide delivery personnel with information about the contents of your order except where reasonably necessary for fulfilment.

Professional advisers and authorities

Information may be disclosed where reasonably necessary to comply with applicable law, a lawful request, court process, taxation requirements, fraud investigations, or to establish or protect our legal rights.

6. International Processing

Some service providers used by Ember x Ivy, including payment, hosting, email or technology providers, may process or store information outside Trinidad and Tobago.

Where personal information is processed internationally, we seek to use established service providers that maintain appropriate privacy and security safeguards.

We limit information shared with service providers to what is reasonably necessary for the service being provided.

7. Cookies

Ember x Ivy uses cookies and similar technologies required for the website and online store to function properly.

These may include cookies used to:

• Maintain your shopping cart
• Remember session information
• Process checkout
• Maintain website security
• Remember certain website preferences
• Determine whether you are logged into a customer account

These are sometimes referred to as essential or functional cookies.

We may also use analytics or advertising technologies to understand website usage or measure advertising performance. Where non-essential tracking technologies are introduced, this Privacy Policy may be updated to identify them and explain how they are used.

You may restrict or delete cookies through your browser settings. Disabling essential cookies may prevent parts of the store, including the cart or checkout, from functioning correctly.

8. Advertising and Social Media

Ember x Ivy may advertise through services such as Instagram and Facebook.

If advertising or analytics technologies such as the Meta Pixel are enabled on emberxivy.com, those technologies may collect information about website activity, device information and interactions with advertisements.

They are not provided with your full payment-card details by Ember x Ivy.

Where such technologies are used, their processing may also be governed by the privacy terms of the relevant platform.

9. How Long We Keep Information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, subject to legal and administrative record-keeping requirements.

Order, payment, invoice and transaction records may be retained for the period required under applicable taxation, accounting and other laws.

In Trinidad and Tobago, business accounting records may be required to be retained for at least six years from the relevant year of income, or longer where required by law.

Customer-support correspondence may be retained for as long as reasonably necessary to resolve the matter and maintain an appropriate record of the interaction.

Information that is no longer reasonably required will be deleted, anonymised or securely disposed of where practicable, unless continued retention is required by law.

10. How We Protect Your Information

We take reasonable administrative and technical precautions to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

These measures may include:

• HTTPS encryption for the website
• Restricted administrative access
• Password-protected systems
• Authenticated payment processing
• Limiting access to order information
• Keeping WordPress, WooCommerce and relevant website components reasonably updated
• Using reputable hosting, email and payment providers

No internet service or electronic storage system can be guaranteed to be completely secure. Accordingly, we cannot guarantee absolute security.

11. Your Privacy Rights

You may contact us to:

• Ask what personal information we hold about you
• Request correction of inaccurate information
• Request deletion of information that we are not legally or reasonably required to retain
• Ask how your information has been used or disclosed
• Raise a concern about our privacy practices
• Withdraw consent to optional marketing communications

Certain information may need to be retained despite a deletion request where necessary for accounting, taxation, fraud prevention, dispute resolution or other legal purposes.

Privacy requests may be sent to:

support@emberxivy.com

We may need to take reasonable steps to verify your identity before providing, correcting or deleting personal information associated with an order.

12. Marketing Communications

We will not subscribe you to promotional email marketing simply because you place an order.

If we introduce an optional marketing mailing list, promotional communications will only be sent where you have chosen to receive them or where otherwise permitted by applicable law.

You may unsubscribe from promotional communications at any time.

Transactional communications concerning an order, payment, delivery, refund or customer-support matter are not marketing communications and may still be sent where necessary.

13. Discreet Ordering and Delivery

We understand that privacy is particularly important when purchasing intimate products.

We therefore seek to minimise unnecessary disclosure of your order information throughout the purchasing and delivery process.

Orders are packaged discreetly, and delivery information provided to third parties is limited to what is reasonably necessary to complete delivery.

14. Customers Under 18

Ember x Ivy is intended only for adults aged 18 years and older.

We do not knowingly solicit orders from, or knowingly collect personal information from, persons under the age of 18.

If we become aware that information has been provided by a person under 18 in connection with a purchase, we may cancel the transaction and take reasonable steps to delete the information, subject to any information we are legally required to retain.

15. External Links and Embedded Content

Our website may contain links to or content from third-party websites or platforms, including social-media services.

Those third parties operate independently from Ember x Ivy and may collect information in accordance with their own privacy policies.

We are not responsible for the privacy practices of third-party websites that we do not control.

16. Changes to This Privacy Policy

We may update this Privacy Policy when our website, services, technology providers or legal obligations change.

The effective date displayed at the top of this page will be updated when material changes are made.

17. Contact Us

Questions, concerns or requests relating to privacy may be sent to:

Ember x Ivy
Email: support@emberxivy.com
Website: https://emberxivy.com
Trinidad and Tobago