Privacy policy
Privacy Policy
Your privacy is important to us. At Els Lovers, we’re committed to protecting your personal information and handling it with care, in line with the New Zealand Privacy Act 2020.
We collect personal information such as your name, email address, shipping address, phone number, and payment details when you place an order, subscribe to our mailing list, or contact us. This information is used to process your orders, communicate with you, and provide a smooth and supportive experience with our brand.
Your details are stored securely and will never be sold or traded. We do work with trusted third parties like delivery services, email platforms, and payment providers to help run our business. These partners are only given the information they need to do their job and are not permitted to use it for any other purpose.
You can unsubscribe from marketing emails at any time using the link provided in each message. We may still contact you about transactions or security matters if needed.
You have the right to access and correct your personal information at any time. If you have any concerns, questions, or would like to request access to your details, please get in touch at hello@elslovers.com.
Occasionally, we may need to update this policy. The latest version will always be available on our website.
Copyright & Terms
Unless stated otherwise, all content on this website including text, images, and product designs is the intellectual property of Els Lovers. Use of our content without written permission is not permitted.
By accessing and using this website, you agree to our terms and to comply with applicable laws. Els Lovers reserves the right to restrict access or refuse service at any time. Harassment or misuse of the site, including by email, will not be tolerated.
Terms & Conditions
By shopping with Els Lovers, you agree to the terms and conditions below. These are here to protect both you and us, and to ensure everything is fair and transparent. If you have any questions, please feel free to contact us at hello@elslovers.com.
1. Orders, Pre-Orders & Payment
Els Lovers operates on a pre-order system, which means your piece is made to order, just for you. Estimated time frames will be shared on the product page, and we’ll keep you updated throughout the process.
All prices are listed in New Zealand Dollars (NZD) and include GST where applicable. We accept major credit and debit cards through secure payment providers. Your order is confirmed once payment has been received.
We reserve the right to cancel or refuse any order at our discretion (for example, if an item is unavailable or there is a pricing error). If this happens, we’ll be in touch as soon as possible and refund you in full.
2. Shipping & Delivery
We currently ship within New Zealand and aim to dispatch orders within the timeframe stated on the product page. Delivery times may vary depending on your location and courier delays, but you’ll receive tracking information once your order is on its way.
While we do our best to get your parcel to you quickly, delivery timeframes are estimates only and out of our control once it’s with the courier.
3. Returns & Exchanges
As each Els Lovers heat pack is handmade to order and intended for personal, close to body use, we’re unfortunately unable to accept returns or exchanges for change of mind. This policy is in place for health, hygiene, and safety reasons, and we appreciate your understanding.
If your heat pack arrives faulty, please contact us within 30 days. We’ll provide a repair or replacement for genuine faults not caused by wear, misuse, or overheating, in line with the New Zealand Consumer Guarantees Act. We’ll always do our best to make things right and ensure you’re taken care of.
4. Product Use
Our heat packs are designed to provide comfort and care, but they are not medical devices. Always follow heating instructions carefully and do not overheat. Use responsibly, and never leave unattended when hot.
5. Privacy
Your privacy is important to us. Please refer to our Privacy Policy for details on how your personal information is collected, stored, and used.
6. Intellectual Property
All designs, images, and content on this website belong to Els Lovers unless otherwise stated. You may not reproduce or use them without written permission.
7. Liability
We do our best to ensure the information on this site is accurate, but we’re only human. Els Lovers is not liable for any errors, delays, or issues beyond our control, including those caused by third-party services.
8. Changes to These Terms
We may update these terms from time to time. Any changes will be posted on this page, and by continuing to use our website or place orders, you agree to the current version.
9. Governing Law
These terms are governed by the laws of New Zealand. Any disputes will be handled through the New Zealand legal system.