Lotus Mala
Privacy Policy
At Lotus Mala, your trust is woven into every bead we craft. We protect your personal information with the same care and attention we put into our handcrafted Nepali malas.
A simple promise about your privacy
We see privacy as an expression of respect. When you visit lotusmala.com or place an order for a handcrafted mala, we collect only what’s essential to process your order, keep you informed, and give you a thoughtful shopping experience.
We are based in Kathmandu, Nepal, and ship our malas and ritual items to customers around the world. Our commitment is to be transparent about how we handle your information and to keep it safe.
By using our site or ordering from Lotus Mala, you accept the practices described here. If anything is unclear, please reach out — we’re happy to explain.
What information we collect
We collect information in two ways: what you give us directly, and what is collected automatically as you browse. Everything we gather helps us deliver and improve our service.
Information you share with us
- Contact details — your name, email, phone number, and shipping address when you place an order or contact us.
- Order details — items purchased, quantities, and any custom requests for bespoke pieces.
- Payment details — payments are handled by secure third-party processors; we never keep full card numbers on our servers.
- Messages — correspondence you send via email, WhatsApp or the contact form, so we can respond and keep a helpful record.
- Account information — if you register an account, we store your login details in a secure way.
Information we collect automatically
- Device & browser data — IP address, browser type, operating system, and device identifiers.
- Site activity — pages you view, links clicked, and how long you spend on our pages.
- Approximate location — inferred from IP address to help with shipping estimates (country/region level only).
- Cookies & tracking — small files that help the site remember preferences and measure performance. See the Cookies section below.
How we use the information
We use your information only for clear, specific reasons — to fulfill orders, keep you informed, improve our shop, prevent fraud, and comply with the law. Below is a quick reference.
| Purpose | What we use | Why |
|---|---|---|
| Process & deliver your order | Name, address, email, payment info | Contractual necessity — to complete your purchase |
| Send order updates & tracking | Email, phone | Contractual necessity — to keep you informed |
| Manage returns & refunds | Order details, contact info | Contractual necessity — to fulfil our obligations |
| Answer your questions | Name, email, message content | Legitimate interest — customer support |
| Prevent fraud & abuse | IP address, order history | Legitimate interest — protect customers & business |
| Improve the website | Analytics & browsing data | Legitimate interest — better experience |
| Send marketing (if you opt in) | Email address | Consent — only with your permission |
| Comply with laws | Relevant records | Legal obligation |
We will never sell your personal information. If we need to use your data for another purpose, we’ll let you know first.
Cookies & tracking technologies
Cookies are small files stored on your device that help the site work and let us understand how people use Lotus Mala. They make shopping smoother and help us improve the experience.
Types of cookies we use
- Essential cookies — required for core features like shopping cart, secure checkout, and login. These cannot be switched off.
- Analytics cookies — used to see how visitors use the site (anonymised).
- Preference cookies — remember settings such as language or currency so your experience feels personal.
- Marketing cookies — only used if you consent; they help us show relevant offers on other platforms.
How to manage cookies
You can change your browser settings to block or delete cookies, or use our consent banner to tailor your preferences. Keep in mind that blocking some cookies may affect site features.
Who we share information with
We never sell or trade your personal data. We share it only with carefully chosen partners who help us operate — and only to the extent needed for the task.
Who we share with
- Shipping carriers — such as DHL, FedEx and Aramex, who need your name, address and contact to deliver and provide tracking.
- Payment providers — Stripe, PayPal and card networks process payments under their own security rules; we do not store full card numbers.
- Site & analytics services — tools like Google Analytics and WooCommerce/WordPress help us improve the store using anonymised data.
- Customer support platforms — messages you send via email or WhatsApp are stored in those systems to help us respond.
- Law & safety — where required by law or to protect rights and safety, we may disclose information to authorities.
All partners we work with are contractually obliged to keep your data secure and to use it only for the stated purpose. They may not use your information for their own marketing unless you consent.
How we protect your information
We care deeply about security. Our site uses SSL/TLS encryption (the padlock in your browser) to protect data in transit, and we follow industry practices to keep data safe at rest.
- Payments are handled by PCI-DSS compliant gateways.
- Access to personal data is limited to authorised team members who need it to do their work.
- We routinely review security practices and update systems when needed.
- Our servers are protected by firewalls and monitored for suspicious activity.
Please note: No system is perfectly secure. While we take strong measures to protect your information, if you suspect a security issue with your account, contact us immediately at info@lotusmala.com.
How long we keep your data
We keep personal data only as long as it is needed for business or legal purposes. Below is our typical retention schedule.
- Order records — retained for 7 years for accounting and legal compliance.
- Customer accounts — kept while the account is active or until you request deletion.
- Marketing preferences — kept until you unsubscribe or ask us to remove you.
- Support messages — usually kept for 2 years after the last interaction.
- Analytics data — anonymised and aggregated; not tied to individuals.
When data is no longer needed, we securely delete or anonymise it so it cannot be linked back to you.
Your privacy rights
Depending on where you live, you may have rights over your personal data. We respect those rights for all customers and will work with you to exercise them.
Access
Request a copy of the personal data we hold about you.
Correction
Ask us to update or correct information that is inaccurate or incomplete.
Deletion
Request that we delete your personal data, unless we are legally required to keep it.
Portability
Receive your data in a structured, machine-readable format.
Object
Object to certain uses of your data, such as direct marketing.
Restrict processing
Ask us to limit how we use your data in specific circumstances.
Withdraw consent
Withdraw any consent you've given us, without affecting earlier processing.
Opt out of marketing
Unsubscribe from marketing communications at any time using the link in our messages.
To exercise these rights, email info@lotusmala.com. We aim to respond within 30 days and may need to verify your identity before fulfilling requests.
Third-party links
We link to external websites for services like courier tracking, payment gateways, or social profiles. When you leave our site, this privacy policy does not apply to those sites.
We encourage you to read the privacy policies of any third-party sites before sharing personal information. We are not responsible for their practices or content.
Children's privacy
Our site is not intended for children under 16. We do not knowingly collect personal information from anyone under 16 without parental consent. If you believe a child has shared their information, contact us and we will remove it promptly.
Changes to this policy
We may update this policy to reflect changes in our practices or legal requirements. When we make important updates, we will change the "Last updated" date above and may notify you by email where appropriate.
Please review this page periodically to stay informed about how we protect your information.
Questions about privacy?
If you have questions, want to exercise your data rights, or have a concern about how we handle your information, please get in touch. We take every privacy enquiry seriously and respond promptly.
Lotus Handicrafts
Dhara Tole, Boudha, Kathmandu, Nepal
Email: info@lotusmala.com
WhatsApp: +977-9813762286
Website: www.lotusmala.com
We aim to reply to privacy enquiries within 2 business days.