Privacy & Terms

Privacy policy

How we handle your information

This policy explains the types of personal information Latch'd may collect through this website, why we use it and the choices available to you.

Information we may collect

• Contact and account details, such as your name, email address, phone number and login information.
• Order and delivery details, including your address, selected products, personalisation choices and order history.
• Messages and information you provide when you contact us or request support.
• Technical information, such as device, browser, approximate location, cookie identifiers and how the website is used.

How we use information

We may use personal information to operate the website, process and deliver orders, provide personalisation, respond to questions, prevent fraud, maintain security, meet legal obligations and improve our products and customer experience.

We send promotional messages only where permitted and where any required consent has been obtained. You can withdraw that consent at any time using the unsubscribe method provided or by contacting us.

Payments, service providers and disclosures

Payment, delivery, website hosting, analytics and customer-support providers may process information only as needed to provide their services. Payment providers may handle payment details directly under their own privacy notices. We may also disclose information where required by law, to protect our rights or in connection with a business reorganisation.

Cookies

The website may use essential cookies for functions such as the basket, checkout, security and account access. Optional analytics or marketing cookies should be used only when enabled and with any consent required by law. Browser settings can be used to control cookies, although disabling essential cookies may affect the website.

Retention, security and international transfers

We keep personal information only for as long as reasonably needed for the purposes described above, including legal, accounting and dispute requirements. We use reasonable organisational and technical safeguards, but no online service can guarantee absolute security. Where information is processed outside the UAE, appropriate protections will be used as required by applicable law.

Your choices and rights

Subject to applicable law, you may ask to access, correct, update, transfer or delete your personal information, restrict or object to certain processing, or withdraw consent. We may need to verify your identity before completing a request.

Children

This store is intended for adults purchasing products for themselves or for children in their care. We do not knowingly request personal information directly from children.

Website terms

Using and shopping with Latch'd

These terms apply when you use this website or place an order with Latch'd. By continuing to use the website, you agree to these terms. Nothing in them limits rights that cannot legally be excluded.

Products and personalisation

We aim to present product descriptions, colours, measurements and images accurately. Screen settings and natural material variation may cause small differences. You are responsible for checking names, spelling, colours and other personalisation details before placing an order.

Prices and payment

Prices are shown in the currency displayed on the website. Delivery charges, taxes and any other applicable costs will be shown before an order is confirmed where required. Payment must be authorised by the selected payment provider.

Orders

Submitting an order is an offer to purchase. An automated acknowledgement confirms receipt, not acceptance. An order is accepted when we confirm it or begin fulfilment. We may decline or cancel an order where a product is unavailable, information or pricing is clearly incorrect, payment is not authorised or fraud is suspected. If payment has already been taken for a cancelled order, the relevant amount will be refunded.

Delivery

Available delivery methods, charges and estimates are shown during checkout where applicable. Delivery estimates are not guaranteed unless expressly stated. Please provide complete and accurate delivery details and contact us promptly if an order is delayed, missing or arrives damaged.

Returns, refunds and faulty items

Contact us promptly if you wish to request a return or if an item is faulty, damaged or different from what was ordered. Return eligibility may depend on the item, its condition, hygiene considerations and whether it was personalised. Personalised goods may not be returnable for a change of mind, but this does not affect remedies available for faulty, damaged or incorrectly supplied goods or any other rights under applicable consumer law.

Promotions

Promotions, discount codes and gift offers may have additional conditions and validity periods. Unless stated otherwise, they cannot be exchanged for cash or combined with another offer.

Acceptable use and intellectual property

You must not misuse the website, attempt unauthorised access, introduce harmful code, interfere with its operation or use it for unlawful activity. The website content, branding, photographs, designs and other materials belong to Latch'd or their respective owners and may not be copied or used commercially without permission.

Availability and liability

We may update, suspend or withdraw parts of the website. To the extent permitted by law, we are not responsible for losses that were not reasonably foreseeable or for failures caused by events outside our reasonable control. Nothing in these terms excludes liability or consumer rights that cannot be excluded under applicable law.

Law and changes

These terms are governed by the laws applicable in the United Arab Emirates, subject to any mandatory rights available to you. We may update this page when our practices, services or legal requirements change. The date at the top shows the latest revision.