Privacy policy

HELD.

Version: 1.0

Effective Date: 23 July 2026

Last Updated: 23 July 2026

At Held. – A Gentle Pause (“Held.”, “we”, “our”, or “us”), we respect your privacy and are committed to protecting your personal information.

This Privacy Policy explains how we collect, use, disclose, store, and protect your personal information when you visit our website, place an order, contact us, or otherwise interact with our business.

By using our website or purchasing our products, you acknowledge that your information will be handled in accordance with this Privacy Policy.

This Privacy Policy should be read together with our Terms & Conditions and other policies published on our website.

1. Business Information

This website is operated by:

Held Comfort Collections Selling Gifts & Handicrafts L.L.C. – S.P.C.

Trading as:

Held. – A Gentle Pause

Email:

hello@heldwithcare.ae

Mobile Number:

+971556218328

Website:

heldwithcare.ae

2. Information We Collect

Depending on how you interact with Held., we may collect the following information.

Personal Information

This may include:

Full name
Email address
Telephone number
Billing address
Delivery address
Company name (where applicable)
Gift recipient details provided by the purchaser
Order history
Customer service enquiries
Information voluntarily provided when contacting us

Transaction Information

When you place an order, we may collect information relating to:

products purchased;
order value;
order date;
payment confirmation;
shipping information;
delivery confirmation.

Held. does not store complete debit or credit card information.

Payments are securely processed by authorised third-party payment providers.

Technical Information

When you visit our website, certain technical information may be collected automatically, including:

IP address;
browser type;
operating system;
device information;
pages visited;
website activity;
referring website;
approximate geographic location derived from your IP address;
cookies and similar technologies.

3. How We Use Your Information

We may use your personal information to:

process and fulfil orders;
arrange delivery;
communicate regarding purchases;
provide customer support;
respond to enquiries;
personalise your shopping experience;
improve our website and products;
maintain business records;
detect and prevent fraud;
investigate payment disputes;
comply with legal obligations;
send marketing communications where you have chosen to receive them.

We use personal information only where we have an appropriate legal basis or another lawful reason to do so under applicable law.

4. Payment Information

Payments are processed through trusted third-party payment providers.

Held. does not receive or retain complete payment card numbers.

Payment providers maintain their own privacy and security practices, and customers are encouraged to review those policies where relevant.

5. Fraud Prevention

To help protect customers and our business, we may use personal information to:

verify orders;
confirm customer identity where reasonably necessary;
investigate suspicious transactions;
prevent fraudulent activity;
respond to payment disputes and chargebacks;
comply with requests from financial institutions, payment providers, insurers, or competent authorities.

6. Quality Assurance Records

To maintain product quality and support customer service, Held. may retain records relating to orders, including:

order details;
shipment records;
delivery confirmation;
customer communications;
quality inspection records;
photographs of completed products before dispatch where appropriate;
photographs of packaged orders where appropriate.

These records help us investigate complaints, improve our services, and respond to payment disputes.

7. Marketing Communications

Where you choose to receive marketing communications, Held. may send information about:

new product launches;
promotions;
seasonal collections;
special offers;
company news;
educational or inspirational content relating to our brand.

You may unsubscribe from marketing emails at any time by following the unsubscribe instructions or contacting us directly.

Opting out of marketing communications will not affect transactional communications relating to your orders.

8. Cookies

Our website may use cookies and similar technologies to:

operate website functions;
remember customer preferences;
improve website performance;
analyse visitor behaviour;
measure marketing performance;
enhance user experience.

You may adjust your browser settings to refuse cookies. However, certain website features may not function correctly if cookies are disabled.

9. Sharing Personal Information

Held. does not sell, rent, or trade customers’ personal information.

We may share information only where reasonably necessary with trusted service providers, including:

payment providers;
courier companies;
Shopify and approved Shopify applications;
website hosting providers;
analytics providers;
email service providers;
accounting or professional advisers;
government authorities or regulators where required by law.

These providers are expected to process personal information only for legitimate business purposes and in accordance with applicable legal obligations.

10. International Data Transfers

Some service providers used by Held. may process information outside the United Arab Emirates.

Where this occurs, we take reasonable steps to work with providers that maintain appropriate safeguards for personal information.

11. Data Retention

Held. retains personal information only for as long as reasonably necessary to:

fulfil orders;
maintain business records;
comply with accounting, tax, regulatory, or legal obligations;
resolve disputes;
protect our legal rights;
improve our products and services.

When personal information is no longer required, we will take reasonable steps to securely delete, anonymise, or otherwise dispose of it, where appropriate.

12. Data Security

Held. implements reasonable administrative, organisational, and technical measures designed to protect personal information against:

unauthorised access;
misuse;
disclosure;
alteration;
accidental loss;
destruction.

Although we take reasonable precautions, no method of internet transmission or electronic storage can be guaranteed to be completely secure.

13. Your Rights

Subject to applicable law, you may request to:

access your personal information;
correct inaccurate information;
update your personal information;
request deletion of personal information where legally permissible;
withdraw consent for future marketing communications.

Certain information may be retained where required by law or where reasonably necessary to protect legitimate business interests.

14. Children’s Privacy

Held. does not knowingly collect personal information directly from children.

If we become aware that personal information has been collected from a child without appropriate authorisation where required by law, we will take reasonable steps to delete that information.

15. Third-Party Websites

Our website may contain links to third-party websites.

Held. is not responsible for the privacy practices, content, or security of external websites.

Customers should review the privacy policies of those websites separately before providing personal information.

16. Changes to This Privacy Policy

Held. may update this Privacy Policy from time to time.

The version published on our website at the time personal information is collected or an order is placed will generally apply unless a change is required by law.

Customers are encouraged to review this Privacy Policy periodically.

17. Contact Us

If you have any questions about this Privacy Policy or how Held. handles personal information, please contact us:

Held. – A Gentle Pause
Held Comfort Collections Selling Gifts & Handicrafts L.L.C. – S.P.C.

📧 Email: hello@heldwithcare.ae
📞 Telephone: +971 55 621 8328
💬 WhatsApp: +971 58 983 3816
🌐 Website: heldwithcare.ae

Relationship to Other Policies
This Policy forms part of the Terms & Conditions governing purchases from Held. – A Gentle Pause. By using our website or placing an order, you agree to the applicable policies published on our website.