Privacy policy

This Privacy Policy describes how Pilloo (the "Site", "we", "us", or "our") collects, uses, and discloses your personal information when you visit, use our services, or make a purchase from pilloo.co (the "Site") or otherwise communicate with us regarding the Site (collectively, the "Services").

For purposes of this Privacy Policy, "you" and "your" means you as the user of the Services, whether you are a customer, website visitor, or another individual whose information we have collected pursuant to this Privacy Policy.

Please read this Privacy Policy carefully. By using and accessing any of the Services, you agree to the collection, use, and disclosure of your information as described in this Privacy Policy. If you do not agree to this Privacy Policy, please do not use or access any of the Services.

Policy Review and Updates

Pilloo may update this Privacy Policy from time to time to reflect improvements in our services, adjustments in our business practices, or to comply with new legal and regulatory requirements.

Whenever updates are made, we will publish the revised version on our website, update the “Last Updated” date accordingly, and take any additional actions as required by applicable laws to ensure you are informed.

How We Collect and Use Your Personal Information

To provide and continuously improve our Services, we collect personal information about you from various sources, depending on how you interact with us.

The type of information we collect depends on how you communicate with us and engage within our community — such as when you visit our website, contact us directly, participate in our online activities, place orders, make purchases, arrange deliveries, or take part in our product giveaways, sample trials, returns, and refunds.

In addition to the specific purposes described below, we may also use the information we collect to communicate with you, enhance our Services, comply with legal obligations, enforce our terms and conditions, and protect the integrity of our platform, our users, and our community.

Information We Collect Directly from You

We may collect personal information that you choose to share with us directly when using our Services. This may include, but is not limited to:

• Contact details, such as your name, address, phone number, and email.
• Order details, including your billing and shipping address, payment confirmation, and contact information for order updates.
• Account information, such as your username, password, and security details used to keep your account safe.
• Shopping activity, including the items you view, add to your cart, purchase, review, or save as favourites, as well as any loyalty points, gift cards, or referral activities associated with your account.
• Customer service communication, such as messages or feedback you share with us when contacting our support team.
• Free sample or campaign participation details, such as information you provide when signing up for or receiving free samples, your preferences or reasons influencing purchase decisions, and how you discovered our brand (for example, through social media, our website, or marketing campaigns).

Information We Collect about Your Usage

We may also collect certain information about how you interact with our Services (“Usage Data”). To do this, we and our service providers may use cookies, web beacons, pixels and similar tracking technologies (“Cookies and Tracking Technologies”).

Usage Data may include, without limitation:

• Pages or products you view, links or buttons you click, and time spent on pages;
• Referring website or campaign, search terms used, and the page you visited before coming to our Site;
• Device and browser information (device type, operating system, browser version);
• Technical data such as your IP address, mobile advertising identifier and language settings;

Information We Obtain from Third Parties

We may also obtain information about you from third parties, including vendors, partners, and service providers who collect or process data on our behalf. These third parties help us operate, improve, and deliver our Services effectively. Such information may come from:

• E-commerce and service partners — such as Shopify and other platforms that support our Site and online store operations.
• Payment processors — who collect and process your payment details (e.g. credit or debit card information, billing address, or payment confirmation) to complete your transactions and fulfill your orders.
• Logistics and delivery providers — such as Parcel Daily and MBE or other courier and shipping companies, who assist us in arranging, tracking, and confirming deliveries of your orders.
• Marketing and campaign partners - deliver promotions and measure campaign performance, as well as analytics and performance tools, which help us understand site usage and improve user experience.

How We Use Your Personal Information

At Pilloo, we value your trust and are committed to handling your personal information responsibly. We use the information we collect to ensure a smooth, safe, and personalized experience for you.

Providing Our Products and Services

We use your personal information to process and deliver your orders, manage your account, and provide customer-related services. This includes handling payments, shipping and delivery arrangements, returns or exchanges, and sending important updates about your orders and account activities.

Marketing and Promotions

With your consent (where required), we may use your information to share updates about our latest offers, new product launches, or special campaigns—through email, text messages, or online advertisements. We may also use this information to make our promotions more relevant to your preferences and shopping habits.

Security and Fraud Protection

Your privacy and security are very important to us. We use your personal information to prevent, detect, and investigate any suspicious, fraudulent, or illegal activities to protect both you and our platform. Please keep your account details secure and contact us immediately if you suspect any unauthorized activity.

Customer Support and Service Improvement

We may use your information to provide personalized customer support, respond to your inquiries, and continuously enhance our products and services. This helps us serve you better and maintain a trustworthy and long-term relationship with you.

How We Disclose Your Personal Information Responsibly

At Pilloo, we respect your privacy and only share your personal information when it is necessary to operate our business, provide our services, or comply with legal obligations.

We may share your information in the following situations:

Service Providers and Business Partners

We work with trusted vendors and partners who assist us in operating our business — such as IT support, payment processing, data analytics, customer care, cloud storage, fulfillment, shipping, finance, and accounting. These partners are only given access to the information they need to perform their duties and are required to protect it in accordance with our privacy standards.

Marketing and Campaign Collaborations

We may share limited information with our marketing and business partners to help us deliver relevant promotions or improve your experience with Pilloo.

• At Your Direction or With Your Consent

We may disclose your personal information when you instruct us to do so — for example, when arranging product delivery, returns, or other services you’ve requested.

• Within the Pilloo Group

We may share information with our affiliated entities or business units for internal operations, such as data management, coordinated marketing efforts, or customer service improvements.

Types of Information We Collect and Use

Basic contact details — such as your name, phone number, email address, and account information.

Commercial information — including order details, purchased items, purchase amount, shopping preferences, delivery address, and customer support interactions.

Internet and network activity — such as usage data collected when you browse or interact with our website or services.

Geolocation data — including approximate location determined by your IP address or other technical identifiers.

Third-Party Websites and Links

Our website may include links to external websites or online platforms operated by third parties — for example, online banking services, parcel tracking platforms, or social media sites. These sites are not managed or controlled by Pilloo.

While we use certain services provided by these third parties, we do not have any  ownership relationship with them. When you access their websites, we encourage you to review their respective privacy and security policies carefully.

Please note that any information you share on public or third-party platforms (such as social media) may become visible to other users and could be used by those platforms or other parties.

The inclusion of any external links on our site is provided solely for your convenience and does not imply our endorsement of those websites, their content, or their operators unless otherwise stated.

Children's Data

Pilloo’s products and services are designed for parents and caregivers. We do not knowingly collect personal information directly from children.

However, parents may choose to provide limited information about their baby — such as age, weight, diaper type (Tape or Pants), and product preferences — to help us recommend suitable diaper sizes, share samples, or improve our product offerings.

All such information is voluntarily provided by the parent or guardian and is used only for the stated purposes. We do not share or sell any children-related information to third parties.

Security and Retention of Your Information

No security measures are completely secure or impenetrable, and we cannot guarantee absolute security.

Information transmitted to or from our systems may not be secure while in transit. You are advised not to send sensitive or confidential information through insecure communication channels.

We retain personal information only for as long as necessary to fulfill the purposes for which it was collected, including maintaining your account, providing services, complying with legal obligations, resolving disputes, or enforcing agreements and policies.

Your Rights

Depending on your location and applicable data protection laws, you may have certain rights in relation to your personal information. These rights are not absolute and may apply only in specific circumstances permitted by law.

Right to Access / Know

You may request access to personal information that we hold about you, including information about how we collect, use, or disclose it.

Right to Delete

You may request that we delete personal information that we maintain about you, subject to applicable legal or business retention requirements.

Right to Correct

You may request that we correct or update inaccurate or incomplete personal information.

Right to Data Portability

In certain cases, you may request a copy of your personal information in a structured, commonly used format, or request that we transfer it to another party, where technically feasible.

Right to Restrict Processing

You may request that we limit the processing of your personal information under specific conditions.

Right to Withdraw Consent

Where our processing of your personal information is based on your consent, you may withdraw that consent at any time.

Right to Object

You may object to our processing of your personal information where permitted by applicable law.

Appeal

If we decline to act on your request, you may appeal our decision by responding directly to our customer service.

You may exercise any of these rights by contacting us through email or customer service chat or via the contact form available on our website. We may need to verify your identity before processing your request. Verification may include confirming your email address, order number, or other relevant details.

We generally do not charge a fee for processing your request unless it is manifestly unfounded or excessive. If we must refuse a request, we will inform you of the reason for the refusal.

We will respond to all verified requests within a reasonable timeframe in accordance with applicable data protection laws. Pilloo will not discriminate against any individual for exercising their data protection rights.

Complaints

If you have any concerns or complaints regarding how we handle your personal information, please contact us using the contact details provided on the website or customer service chat or email us. We take all privacy-related complaints seriously and will review and respond to your request within a reasonable timeframe in accordance with applicable data protection laws.

If you are not satisfied with our response, or believe that your data protection rights have been violated, you may have the right to escalate the matter or lodge a complaint with your local data protection authority or other relevant regulatory body, depending on the laws that apply in your jurisdiction.

Should you have any service inquiry or questions about this Privacy Policy, kindly reach out to our support team at pillootrading@gmail.com. 

Thank you for shopping with us.