Privacy Policy

Welcome to Viloer.com (“we,” “us,” or “our”). We are committed to protecting your personal information and your right to privacy. This Privacy Policy explains what information we collect, how we use it, and what rights you have in relation to it.

By using our website, you agree to the collection and use of information in accordance with this policy. If you have any questions or concerns, please contact us at [email protected].

1. Information We Collect

We collect information that you provide directly to us, as well as information that is collected automatically when you visit our website.

Information You Provide to Us:

When you make a purchase, create an account, subscribe to our newsletter, or contact us, we may collect the following:

Full name
Email address
Shipping address
Billing address
Phone number (if provided)
Order details and purchase history

Information Collected Automatically:

When you visit our website, certain information is collected automatically through cookies and similar technologies, including:

IP address
Browser type and version
Device type (desktop, mobile, tablet)
Operating system
Pages visited and time spent on each page
Referring website or source
Click behavior and browsing patterns
Location data (country/region level, not precise location)

2. How We Use Your Information

We use the information we collect for the following purposes:

To process and fulfill your orders, including shipping and payment processing
To communicate with you about your order, including shipping updates and order confirmations
To send you marketing communications, such as newsletters, promotional offers, and text message notifications (only if you have opted in)
To improve our website, products, and overall customer experience
To analyze website traffic and user behavior in order to optimize our site performance
To run targeted advertising campaigns across third-party platforms
To detect and prevent fraud or unauthorized transactions
To comply with legal obligations

Text Message (SMS) Marketing:

By opting in to text message notifications, you agree to receive recurring automated marketing and transactional messages from Viloer at the phone number you provided. These may include order updates, shipping notifications, promotional offers, and abandoned cart reminders.

Consent to receive text messages is not a condition of any purchase. You can opt out at any time by replying STOP to any message. Reply HELP for assistance. Message frequency varies. Standard message and data rates may apply depending on your mobile carrier and plan.

Your phone number will not be sold or shared with third parties for their own marketing purposes. It will only be used by Viloer and our SMS service provider for the purposes described above.

3. Cookies and Tracking Technologies

Our website uses cookies and similar tracking technologies to enhance your browsing experience and to help us understand how our site is being used.

What Are Cookies?

Cookies are small text files placed on your device when you visit a website. They help the website remember your preferences and understand how you interact with the site.

Types of Cookies We Use:

Essential Cookies: Required for the website to function properly, such as keeping items in your shopping cart and processing checkout. These cannot be disabled.

Analytics Cookies: We use Google Analytics to understand how visitors interact with our website. This helps us improve site performance and content. Google Analytics collects anonymized data such as pages visited, session duration, and traffic sources.

Marketing and Advertising Cookies: We use tracking pixels and cookies from the following platforms to deliver targeted advertisements and measure the effectiveness of our marketing campaigns:

Meta (Facebook/Instagram) Pixel — Used to track conversions from Meta ads, build audiences for future ads, and retarget visitors who have previously interacted with our website.
Google Ads / Google Marketing — Used to track conversions from Google ad campaigns, serve remarketing ads across Google’s network, and measure ad performance.
TikTok Pixel — Used to track conversions from TikTok ads, build audiences for future campaigns, and retarget visitors.

These third-party services may collect information about your online activity across different websites over time.

Managing Cookies:

You can control and manage cookies through your browser settings. Please note that disabling certain cookies may affect the functionality of our website. You can also opt out of targeted advertising through the following links:

Google: https://adssettings.google.com
Meta/Facebook: https://www.facebook.com/settings/?tab=ads
TikTok: https://www.tiktok.com/privacy/ads-and-your-data
Digital Advertising Alliance: https://optout.aboutads.info/

4. How We Share Your Information

We do not sell your personal information. We may share your information with the following categories of third parties, solely for the purposes described in this policy:

Payment Processors: When you make a purchase, your payment information is processed by our third-party payment processor. We do not store your full credit card details on our servers. The payment processor handles your data in accordance with their own privacy policy and PCI-DSS security standards.

Shipping and Fulfillment Partners: We share your name and shipping address with our logistics and fulfillment partners in order to deliver your order.

Marketing and Analytics Platforms: As described in Section 3, we share certain data with Google, Meta, and TikTok for advertising and analytics purposes.

Email and SMS Marketing Services: If you subscribe to our newsletter, make a purchase, or opt in to text message notifications, your email address, name, and/or phone number may be shared with our email and SMS marketing service providers to send you order updates, promotional content, abandoned cart reminders, and text message notifications. You can unsubscribe from emails at any time using the link at the bottom of any marketing email, and from text messages by replying STOP.

Legal Requirements: We may disclose your information if required to do so by law, or if we believe such action is necessary to comply with legal obligations, protect our rights, or ensure the safety of our users.

5. International Data Transfers

Your personal information may be transferred to, stored, and processed in countries other than your own. This includes countries where our payment processor, fulfillment partners, and analytics and advertising platforms operate.

If you are located in the European Economic Area (EEA), please note that some of these countries may not provide the same level of data protection as your home country. By using our website and providing your information, you consent to the transfer of your data to these countries. We take reasonable steps to ensure that your personal information is treated securely and in accordance with this Privacy Policy wherever it is processed.

6. Legal Basis for Processing (GDPR)

If you are located in the European Economic Area, we process your personal information based on the following legal grounds:

Contract Performance: We process your Order Information to fulfill our contract with you — for example, to process your payment, ship your order, and provide customer support related to your purchase.

Legitimate Interests: We process certain data to pursue our legitimate business interests, including improving our website, preventing fraud, and conducting marketing analytics. We balance these interests against your rights and will not process your data where our interests are overridden by your rights.

Consent: Where you have given us explicit consent — for example, by subscribing to our email newsletter — we process your data on the basis of that consent. You can withdraw your consent at any time by unsubscribing or contacting us.

Legal Obligation: We may process your data where it is necessary to comply with a legal obligation, such as tax and accounting requirements.

7. Data Retention

We retain your personal information for as long as necessary to fulfill the purposes outlined in this policy, including:

Order and transaction data: Retained for up to 5 years for accounting, tax, and legal compliance purposes.
Email marketing data: Retained until you unsubscribe or request deletion.
Analytics and cookie data: Retained according to the data retention settings of each platform (typically 14–26 months for Google Analytics).

If you request deletion of your data, we will process your request within 30 days, subject to any legal obligations that require us to retain certain information.

8. Your Rights

Depending on your location, you may have the following rights regarding your personal data:

For All Users:

The right to know what personal data we hold about you
The right to request correction of inaccurate data
The right to request deletion of your data
The right to unsubscribe from marketing communications at any time

For Users in the European Economic Area (GDPR):

The right to access your personal data
The right to rectification
The right to erasure (“right to be forgotten”)
The right to restrict processing
The right to data portability
The right to object to processing
The right to withdraw consent at any time

For Users in California (CCPA):

The right to know what personal information is collected, used, and shared
The right to request deletion of your personal information
The right to opt out of the sale of personal information (note: we do not sell personal information)
The right to non-discrimination for exercising your privacy rights

To exercise any of these rights, please contact us at [email protected]. We will respond to your request within 30 days.

9. Third-Party Links

Our website may contain links to other websites that are not operated by us. If you click on a third-party link, you will be directed to that site. We strongly encourage you to review the privacy policy of every site you visit. We have no control over and assume no responsibility for the content, privacy policies, or practices of any third-party sites.

10. Children’s Privacy

Our website is not intended for children under the age of 16. We do not knowingly collect personal information from children under 16. If we become aware that we have collected personal data from a child under 16, we will take steps to delete that information promptly. If you believe that a child has provided us with personal information, please contact us at [email protected].

11. Do Not Track

Please note that we do not alter our website’s data collection and use practices when we detect a “Do Not Track” signal from your browser. If you are a California resident, you are entitled to know that third-party tracking technologies may be used on our site. You can opt out of targeted advertising using the links provided in Section 3 of this policy.

12. Data Security

We take reasonable measures to protect your personal information from unauthorized access, alteration, disclosure, or destruction. These measures include SSL encryption on our website, secure payment processing through PCI-DSS compliant partners, and restricted access to personal data.

However, no method of transmission over the Internet or method of electronic storage is 100% secure. While we strive to protect your personal information, we cannot guarantee its absolute security.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. When we do, we will revise the “Last Updated” date at the top of this page. We encourage you to review this Privacy Policy periodically to stay informed about how we are protecting your information.

If we make significant changes that affect how we handle your personal data, we will notify you by email or through a prominent notice on our website.

14. Contact Us

If you have any questions about this Privacy Policy, your personal data, or wish to exercise any of your rights, please contact us:

Email: [email protected] Website: www.viloer.com

Great news – we offer free shipping on every order, worldwide.
No minimums, no codes, no catches. Every order ships free, every time.

How Long Will My Order Take?

Once your order is placed, it will be processed and dispatched within 1–3 business days. During peak periods (holidays, sales events), please allow up to 5 business days for dispatch.

After your order ships, estimated delivery times are:

United States & Canada
5–10 business days

Europe & United Kingdom
7–14 business days

Australia & New Zealand
7–14 business days

Rest of World
10–20 business days

These are estimated timeframes from the date of shipment, not from the date of purchase. Actual delivery times may vary depending on your location and local carrier conditions.

Order Tracking

Every order comes with a tracking number. You’ll receive it via email within 24 hours of your order being shipped.

A couple of things to keep in mind about tracking:

It can take 1–3 business days after you receive your tracking number for the tracking information to become active. This is normal — it just means the carrier hasn’t scanned it into their system yet.

If your tracking hasn’t updated in a while, don’t panic. International shipments sometimes go through periods without updates, especially during customs processing. In most cases, the package is still on its way.

If your tracking hasn’t moved for more than 10 business days, feel free to reach out to us at [email protected] and we’ll look into it.

Customs & Import Duties

For international orders, your package may be subject to customs duties, import taxes, or fees imposed by your country’s government. These charges are determined by your local customs authority and are not included in our product prices or shipping costs.

Viloer is not responsible for any customs duties, taxes, or additional fees that may apply to your order. We recommend checking with your local customs office if you’re unsure about potential charges in your area.

Customs processing can also occasionally add extra time to your delivery. This is outside of our control, but rest assured your package is still on its way.

What If My Order Hasn’t Arrived?

We understand the wait can be frustrating, especially when you’re excited about your order. Here’s what we suggest:

Check your tracking link. Most delays are visible in the tracking updates — whether it’s sitting at customs, in transit between facilities, or waiting for a local delivery scan.

Give it a few extra days. The delivery windows we list are estimates, not guarantees. Carriers sometimes run behind, especially during busy seasons or when customs processing is involved.

Still nothing? If your estimated delivery window has passed and there’s been no tracking movement for more than 10 business days, email us at [email protected] with your order number. We’ll investigate and do our best to help.

Please note that shipping delays alone do not qualify for a replacement or exchange. For full details, see our Return & Exchange Policy.

Lost, Stolen, or Damaged Packages

Lost packages: If your tracking shows no updates for an extended period and the package appears to be lost in transit, contact us at [email protected]. We’ll work with the carrier to investigate and find the best solution for you.

Stolen packages: Once the carrier confirms delivery to the address you provided, the package is considered delivered. Viloer is not responsible for packages that are stolen after delivery confirmation. If this happens, we recommend filing a report with your local postal service or carrier. You’re welcome to reach out to us as well — while we can’t guarantee a resolution, we’ll do what we can to help.

Damaged packages: If your product arrives damaged, please refer to our Return & Exchange Policy. We’ll send you a free replacement — just email us a photo within 7 days of receiving the order.

Can I Change My Shipping Address After Ordering?

If you need to update your shipping address, email us at [email protected] as soon as possible. If your order hasn’t been dispatched yet, we can usually make the change. Once the order has shipped, we’re unable to modify the delivery address.

Do You Ship to P.O. Boxes?

Yes, we ship to P.O. Boxes. However, please note that delivery times to P.O. Boxes may be slightly longer than standard deliveries.

Questions?

If you have any questions about shipping, tracking, or your delivery, we’re always happy to help.

Email: [email protected]

We typically respond within 24–48 hours.