FocusMelo Privacy Policy

Last updated: September 22, 2026

This Privacy Policy explains how FocusMelo Limited collects, uses, retains, and shares your personal information when you browse our website, place an order, personalise a product, or contact us.

1. About FocusMelo

FocusMelo is operated by FocusMelo Limited, a limited company incorporated in Hong Kong on December 17, 2024.

Company registration number: 77482489
Registered address: 2301, 23/F Bayfield Bldg, 99 Hennessy Rd, Wan Chai, Hong Kong
Contact email: contact@focusmeloworld.com

In this policy, “FocusMelo”, “we”, “us”, and “our” refer to FocusMelo Limited.

We act as the data controller for the personal information we process to operate our store and manage our customer relationships. Certain service providers, including payment providers, also process information as independent controllers for their own purposes.

2. Information we collect

The information we collect depends on how you use our website and services.

• Contact and delivery details: your name, email address, telephone number, billing address, and shipping address.

• Order details: products purchased, quantities, sizes, personalisation options, discounts, order totals, and delivery information.

• Payment and transaction details: payment status, transaction references, and information received from your chosen payment provider. Payment providers collect and process the information needed to complete your payment.

• Personalisation content: photographs, images, text, music selections, links, and other content you provide when ordering a personalised product.

• Customer service information: messages and supporting documents relating to enquiries, delivery issues, returns, refunds, or complaints.

• Technical and usage information: IP address, device and browser information, pages viewed, and interactions with our website, including information collected through cookies and similar technologies.

We receive information directly from you, through your use of our website, and from providers involved in processing payments, fulfilling orders, and delivering products.

3. How and why we use your information

We process personal information for the following purposes:

• Order processing and fulfilment: to accept payments, manufacture and personalise products, arrange delivery, and manage your purchase.

• Customer service: to answer questions, provide order updates, and handle delivery issues, returns, refunds, and complaints.

• Account management: to provide and maintain a customer account where this feature is available.

• Website operation: to maintain our store, resolve technical problems, and improve its functionality.

• Security and fraud prevention: to investigate suspicious activity, protect our customers and business, and manage disputes.

• Marketing and advertising: to send promotional communications, measure campaign performance, and support relevant advertising where permitted by applicable law.

• Legal and administrative obligations: to maintain required records and meet applicable accounting, tax, and other legal requirements.

Where a legal basis is required, we rely on:

• Performance of a contract, including steps taken at your request before a purchase, to process orders and provide related services.

• Compliance with legal obligations, including applicable recordkeeping requirements.

• Legitimate interests, such as preventing fraud, protecting our services, and maintaining our website, where those interests are not overridden by your rights.

• Consent, where required for marketing communications, non-essential tracking, or other processing activities.

Information necessary for payment, production, or delivery is required to fulfil your order. Without it, we may be unable to complete your purchase.

4. Sharing your information

We share relevant personal information with providers involved in delivering our services, including:

• Shopify, which provides our ecommerce platform.

• Payment providers, including Klarna where available.

• Production and fulfilment partners.

• Shipping companies and delivery providers.

• Providers of hosting, technical support, and customer communication services.

• Analytics and advertising providers, including Meta where used, subject to applicable consent and other legal requirements.

For personalised orders, production partners receive the content and specifications needed to create your products. Fulfilment and delivery providers receive the information needed to prepare and ship your order.

We may also disclose information when required by law, in response to lawful requests, or to establish, exercise, or defend legal claims.

Where a provider independently determines how personal information is processed, its own privacy notice also applies.

For information about Shopify’s processing, please read the Shopify Privacy Policy.

5. Klarna payment services

Where Klarna payment options are available, we may share contact and order information with Klarna during checkout so that Klarna can assess eligibility, offer suitable payment options, and process your chosen payment service.

This information may include your name, email address, telephone number, billing and delivery addresses, products ordered, and order value.

Klarna processes this information under its own privacy notice, which explains its use of personal information, eligibility assessments, any applicable automated decision-making, and your rights.

Please select your country to access the relevant Klarna Privacy Policy.

6. Cookies, advertising, and marketing preferences

Our website uses cookies and similar technologies to support essential functions, including shopping baskets, checkout, and security.

Depending on the services enabled, these technologies also support preferences, website analytics, advertising measurement, and personalised advertising.

Where required by applicable law, non-essential cookies and advertising technologies are subject to your prior consent.

You can manage or delete cookies through your browser settings. Blocking certain cookies may affect website functionality. Browser controls do not necessarily manage every form of advertising-related processing.

You can unsubscribe from marketing emails using the unsubscribe link in those messages or by contacting contact@focusmeloworld.com.

Unsubscribing from marketing does not prevent us from sending order confirmations, delivery updates, or other communications necessary to provide our services.

7. International processing of information

FocusMelo Limited is established in Hong Kong. Our ecommerce, payment, production, delivery, and technical providers may also process personal information in other countries.

The data protection laws in those countries may differ from those in your country of residence. Applicable requirements governing international transfers remain relevant to this processing.

For information about where your personal information is processed and the safeguards applicable to a particular transfer, contact contact@focusmeloworld.com.

8. Retention of personal information

We retain personal information for as long as necessary for the purpose for which it was collected, taking into account applicable legal requirements.

We determine retention periods by considering:

• The time needed to process and deliver your order.

• Customer support, warranty, and complaint requirements.

• Applicable accounting, tax, and recordkeeping obligations.

• The need to establish, exercise, or defend legal claims.

• The purpose for which personalisation files and customer communications were collected.

• Your marketing preferences and any withdrawal of consent.

We may retain a limited record of an unsubscribe request to ensure that your preference continues to be respected.

When information is no longer needed and no retention obligation applies, it is deleted or anonymised.

9. Security

We take appropriate technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration, and disclosure.

However, no method of transmission over the internet or electronic storage can be guaranteed to be completely secure.

10. Your privacy rights

Depending on your location and the applicable law, you may have the right to:

• Access your personal information and obtain a copy.

• Correct inaccurate or incomplete information.

• Request deletion of your information in certain circumstances.

• Restrict certain processing activities.

• Object to processing based on legitimate interests.

• Object to direct marketing, including related profiling.

• Receive certain information in a portable format.

• Withdraw consent where processing is based on consent.

• Opt out of certain advertising-related processing where applicable law provides that right.

• Lodge a complaint with a competent data protection authority.

These rights are subject to applicable conditions and exceptions.

Withdrawing consent does not affect the lawfulness of processing carried out before withdrawal. It does not prevent processing that remains necessary under another valid legal basis, such as a legal recordkeeping obligation.

To exercise your rights, contact contact@focusmeloworld.com or write to our registered address below.

Where necessary, we may request proportionate information to verify your identity. We will respond within the timeframe required by applicable law.

For information processed independently by a payment provider or another service provider, you may also exercise your rights directly with that provider.

11. Updates to this policy

We may update this Privacy Policy to reflect changes in our services, processing activities, or legal requirements.

The latest version will appear on this page with the updated date. Where required by applicable law, we will provide additional notice of significant changes.

12. Contact us

For questions about this Privacy Policy or requests concerning your personal information, please contact:

FocusMelo Limited
Company registration number: 77482489
Registered address: 2301, 23/F Bayfield Bldg, 99 Hennessy Rd, Wan Chai, Hong Kong
Email: contact@focusmeloworld.com