Privacy Policy

What we collect

We collect personal information about you from a few sources, depending on how you interact with the Site.

Information you give us directly — Your name, shipping and billing address, phone number, email address, and the contents of any message you send through our contact form. When you place an order, our payment processor also collects your payment details on our behalf (we don't see or store full card numbers).

Information we collect automatically — When you browse the Site we automatically collect certain technical information, including your device type, browser, IP address, the pages you visit, the time and duration of your visit, and the referring URL. We collect this through cookies and similar technologies (see Cookies below).

Information we receive from third parties — We may receive information about you from service providers we work with (for example, our hosting provider, our payment processor, and analytics vendors), and from advertising platforms if you've interacted with our ads.

How we use your information

We use your personal information to:

— Process and fulfill your orders, including sending order confirmations, shipping updates, and return/exchange communications.
— Respond to your questions, requests, and customer-service inquiries.
— Send marketing emails about new drops, films, and limited releases — only if you've opted in (see Emails & marketing).
— Improve and secure the Site, prevent fraud, and comply with our legal obligations.
— Personalize your experience, including showing relevant products and recommendations.

Emails & marketing

We treat your email address with care because we know inboxes are sacred.

What we collect. We collect your email address when you place an order, fill out our contact form, or opt in to our newsletter — through the signup on the site, the pop-up, or the box after checkout.

What we send. Transactional emails (order confirmations, shipping notices, return labels) are sent for any purchase, regardless of marketing preferences — we need to send them to complete your order. Marketing emails (new drops, films, limited releases, sales) are only sent if you've explicitly opted in.

How to unsubscribe. Every marketing email includes a one-click unsubscribe link in the footer. You can also opt out any time on our email preferences page — no login, no account needed — or by emailing hello@lostinblack.co with "unsubscribe" in the subject line. Opting out takes effect immediately. You'll still receive transactional emails for any open orders.

We do not sell your email address to third parties. We use it within the platforms required to operate the store (our payment processor and our email provider) and nowhere else.

Text messages

How you join. If you give us your phone number on our Early Access page and tick the box agreeing to texts, we may send you early access alerts and drop announcements by text message. The box is never ticked for you. We keep a record of when you agreed and the exact wording you agreed to.

What to expect. Message frequency varies with our drops. Message and data rates may apply. Agreeing to texts is not a condition of buying anything from us.

How to stop. Reply STOP to any message to stop receiving texts, or HELP for help. You can also email hello@lostinblack.co and we will remove your number.

We do not sell or share your phone number or your text-message consent with third parties for their own marketing. Mobile information is used only to send you the messages you asked for, through the service provider we use to deliver them.

Who we share information with

We share personal information with third parties only as needed to operate the Site and fulfill orders, or as required by law. These include:

In the event of a business transaction — such as a merger, acquisition, or sale of assets — your personal information may be transferred as part of that transaction. We'll notify you if so.

Cookies and similar technologies

Cookies are small text files that websites place on your device. We use them to keep your cart, remember preferences, and measure traffic. You can control or disable cookies through your browser settings; some parts of the Site may not function correctly without them.

Measurement, and what "Essential only" actually does. We use the Meta Pixel and Meta's Conversions API to count visits, product views, and completed orders, so we can tell whether our advertising is working. To be straightforward with you: this measurement runs for every visitor, including those who choose "Essential only" — we would otherwise have no idea how many people the Site reaches. What your choice changes is how Meta is permitted to use that data. If you choose "Essential only" (or don't answer the banner), we send your events to Meta under Limited Data Use, Meta's restricted-processing mode: the activity is counted, but it is not used to build advertising audiences or to target ads to you. If you choose "Accept all", it may also be used for ad targeting and measurement audiences.

Order events are also sent from our server when a purchase completes, so that a sale is counted even if your browser blocked the pixel. Personal details in those server events (email address, name, city, postcode, phone) are hashed with SHA-256 before they leave our systems — Meta receives an irreversible fingerprint used only for matching, never your address book details in readable form.

You can change your choice at any time using the Cookies link in the footer. You can also opt out of ad targeting directly with Meta in your Facebook or Instagram ad settings.

Your rights

Depending on where you live, you may have the following rights regarding your personal information:

— Access — request a copy of the personal information we hold about you.
— Correction — ask us to fix inaccurate or incomplete information.
— Deletion — ask us to delete your personal information, subject to certain legal exceptions.
— Portability — receive your information in a portable format.
— Opt-out — opt out of marketing communications or the "sale" or "sharing" of personal information for targeted advertising (where applicable under CCPA, GDPR, or similar laws).
— Withdraw consent — where we rely on your consent, you may withdraw it at any time.

To exercise any of these rights, email us at hello@lostinblack.co. We may ask you to verify your identity before responding. We won't discriminate against you for exercising any of these rights.

How long we keep your information

We keep your personal information for as long as we need it to provide our services, comply with our legal obligations, resolve disputes, and enforce our agreements. Order records may be retained for tax and accounting purposes for the period required by law (typically several years).

Minors

The Site is not intended for children under 16, and we don't knowingly collect personal information from anyone under that age. If you believe we've inadvertently collected information from a minor, contact us and we'll delete it.

Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or applicable law. When we do, we'll post the revised policy on this page and update the "Last updated" date above. Material changes will be communicated by email or a prominent notice on the Site.

Contact

Questions, requests, or complaints? Email hello@lostinblack.co. For privacy-specific requests, please include "Privacy" in the subject line.