DOWNFALL respects your privacy. This Privacy Policy explains how we collect, use, store, and share personal information when you browse our website, contact us, enquire about products, place a confirmed order, or access order tracking.
1. Information We Collect
Depending on how you interact with DOWNFALL, we may collect:
- Contact information: Your name, email address, and phone or WhatsApp number when you provide them during an enquiry or order.
- Delivery information: Your shipping address, city, state, postal code, and other details needed to deliver your order.
- Product and sizing information: Selected products, colours, quantities, sizes, custom garment measurements, and tailoring instructions.
- Order information: Order references, confirmed order details, fulfilment status, courier details, and support correspondence.
- Information you share with us: Messages, feedback, photographs, unboxing videos, or other material provided when requesting assistance or a return.
- Technical information: Our hosting and infrastructure providers may process information such as IP addresses, browser details, request times, and diagnostic logs to operate and protect the website.
Please provide only information relevant to your enquiry or order. Do not send passwords, payment PINs, one-time passwords, or complete card details.
2. How We Use Your Information
We use personal information to:
- Respond to enquiries and provide customer support.
- Confirm and manage orders.
- Prepare garments according to your selected sizes and supplied measurements.
- Arrange delivery and provide tracking updates.
- Review product issues and return requests.
- Maintain necessary business records.
- Protect the website against misuse, fraud, and unauthorized access.
- Meet applicable legal obligations.
We do not treat an order enquiry as permission to send unrelated promotional messages. Where required, marketing communications will depend on a separate choice from you.
3. Contact Forms and WhatsApp
Our Contact Us form prepares a WhatsApp message containing the details you enter. When you select “Send Message”, WhatsApp opens with the message ready for you to review and send.
Opening WhatsApp does not mean your message has been delivered to DOWNFALL. You must complete the sending action within WhatsApp.
Our order enquiry process may similarly prepare a message containing your contact details, delivery information, selected products, and custom measurements.
Information handed over to WhatsApp is also processed under WhatsApp’s and Meta’s own privacy policies. Messages you send to us may be retained as part of our customer support and order records.
4. Shopping Bag and Browser Storage
The website uses browser local storage to remember shopping bag items. This may include selected products, quantities, colours, sizes, and custom measurements associated with those items.
This information can remain on your device between visits until you remove it or clear the website’s browser storage. Clearing storage may reset your shopping bag.
If you use a shared device, consider clearing your shopping bag and site storage after use.
Authentication technologies may also be used to protect administrative access. Any additional cookies, analytics, or embedded services introduced to the website will be reflected in this policy where relevant.
5. Order Tracking
Customers may access limited order and parcel information using the tracking options provided by DOWNFALL.
Tracking results are intended to display only information needed to follow an order, such as fulfilment status, courier details, and a parcel tracking link. Customer addresses, contact details, custom measurements, prices, and internal notes should not appear in public tracking results.
Keep your order ID, private tracking link, and any verification details confidential. Courier tracking links lead to external websites governed by the courier’s own privacy practices.
6. How Long We Keep Information
We retain personal information for as long as reasonably necessary to manage enquiries, prepare and deliver orders, provide after-sales support, resolve disputes, and meet applicable record-keeping obligations.
Retention depends on the type of information and the reason it was collected. When information is no longer required, we seek to delete it or remove identifying details, subject to necessary legal records and backup processes.
7. Information Security
We use reasonable technical and organizational safeguards appropriate to the information we handle, including restricted administrative access and protected website connections.
No website, storage system, or communication service can guarantee complete security. Please contact us if you suspect unauthorized access to information associated with your DOWNFALL order.
8. Your Privacy Choices and Requests
You may contact us to:
- Ask what personal information we hold about you.
- Request corrections to inaccurate or incomplete information.
- Request deletion of information that is no longer needed.
- Withdraw consent where consent is the basis for processing.
- Raise a concern about our handling of your information.
Requests are subject to applicable law, reasonable identity verification, and information we must retain for legitimate legal or operational reasons.
Withdrawing information needed for tailoring or delivery may affect our ability to fulfil your request or order. It does not undo processing already lawfully carried out.
Send privacy requests to Downfallsupport@gmail.com with the subject “Privacy Request”. Include only the information reasonably needed to identify the relevant enquiry or order. Do not send identity documents unless we specifically explain why they are necessary.
9. Children’s Privacy
Our order and enquiry services are intended for adults. If you are under 18, please ask a parent or legal guardian to contact us and manage the purchase and any necessary personal information on your behalf.
If you believe a child has provided personal information without appropriate parental involvement, contact us so we can review the matter.
10. External Links
Our website may link to Instagram, WhatsApp, courier websites, and other external services. Their collection and use of information are governed by their own policies. Please review those policies when using their services.
11. Changes to This Policy
We may update this Privacy Policy when our services, information practices, or applicable requirements change. The latest version will appear on this page with an updated date. We will provide additional notice where required.
12. Contact Us
For privacy questions, requests, or complaints:
DOWNFALL Customer Support
Email: Downfallsupport@gmail.com
Please use the subject “Privacy Concern” when reporting a privacy issue so our team can identify and review it.