Privacy Policy
Last updated: July 3, 2026
This Privacy Policy explains how BRAHAM PTY LTD, operating Nelou, collects, uses, shares, and protects information when customers browse, contact us, or place orders. The wording is intentionally precise, customer-centered, and measured so shoppers can understand their rights without sorting through vague language.
Customer service records may include emails, order numbers, delivery questions, return reasons, and product-specific details needed to resolve a request. For condition-based questions, photos of the item and packaging are more useful than general descriptions alone.
PERSONAL INFORMATION WE COLLECT
When you visit the Site, Device Information may be collected, including IP address, browser type, time zone, Cookies, pages viewed, search terms, and how you interact with the store. When you make or attempt a purchase, Order Information may include name, billing address, shipping address, payment information, email address, phone number, items ordered, order value, delivery information, and support messages.
HOW DO WE USE YOUR PERSONAL INFORMATION?
We use Order Information to fulfill orders placed through the Site, arrange for shipping, process payments, provide invoices and/or order confirmations, communicate with customers, handle returns and refunds, and screen our orders for potential risk or fraud. We use Order Information to fulfill orders, arrange shipping, process payments, send invoices or order confirmations, communicate with customers, manage returns and refunds, and screen for potential risk or fraud. Device Information helps us improve the store, support secure checkout, assess marketing performance, and understand how customers use the Site.
SHARING YOUR PERSONAL INFORMATION
We use Shopify to power our online store. We also use Google Analytics to help us understand how our customers use the Site. We may share personal information with service providers that help us operate the store, including Shopify, payment processors, shipping carriers, fulfillment partners, fraud prevention providers, analytics services, customer support tools, and professional advisers. We may also disclose information if required by law or to protect our rights, safety, customers, and business operations.
BEHAVIORAL ADVERTISING
We may use personal information to provide targeted advertising or marketing communications that may be of interest to customers. Customers can opt out of targeted advertising through Google Ads Settings at https://www.google.com/settings/ads/anonymous and through the Digital Advertising Alliance opt-out portal at https://optout.aboutads.info/.
YOUR RIGHTS
Depending on location and applicable law, including CCPA, GDPR, and similar privacy laws where applicable, residents may have the right to access, correct, or delete personal information, request portability, restrict certain processing, or object to certain uses of personal information. Requests may be sent to support@nelou.shop. We may need to verify identity before completing a request.
Financial Data Security
To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed. If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. We follow all PCI-DSS requirements and implement additional generally accepted industry standards.
This electronic encryption helps protect transaction data while the card issuer and Shopify Payments complete authorization.
Cookies, International Processing, and Retention
Cookies and related technologies may support cart functions, checkout, preferences, fraud prevention, and performance measurement. Ecommerce service providers may process information internationally, and records are retained for operational needs, legal obligations, dispute handling, fraud prevention, and policy enforcement.
Children, Third-Party Links, and Updates
The Site is intended for adult customers. We do not knowingly collect personal information from children. Third-party links or services are governed by their own privacy practices. We may update this Privacy Policy to reflect changes in our store, services, or legal requirements.
Contact
Privacy questions may be sent to support@nelou.shop. Business address: L 1 50 BRIDGE RD RICHMOND, 3121 Australia. Phone: +61480803788. Support hours: Monday-Saturday: 9:00 AM - 5:00 PM PST.
INSULATED CUP SUPPORT RECORDS
When customers contact Nelou about insulated cups, support messages may include capacity questions, lid style, color, powder coat condition, package count, delivery packaging, return reason, or product-condition photos. These details are used to answer the order question, verify what was purchased, review damage or missing pieces, and keep a written support record.
Nelou does not require health information, hydration goals, diet details, workplace schedules, commute routes, or beverage habits to process an insulated cup order. If customers mention coffee, tea, iced drinks, desk use, or small-bag carry, that information is treated only as ordinary support context.
PRODUCT PHOTOS SENT TO SUPPORT
Photos submitted for cup support should focus on physical product details: lid mechanism, rim, stainless interior, powder coat finish, base, package label, or damaged area. Customers may crop out unrelated home, vehicle, office, or personal details before sending support images.
WHAT NELOU DOES NOT COLLECT FOR DRINKWARE ORDERS
Nelou does not ask customers to submit medical records, hydration plans, diet logs, workplace attendance, commute maps, or beverage-consumption history to purchase an insulated cup. Normal checkout, delivery, payment, fraud-screening, and support information is enough for standard order handling.