Privacy policy

Who we are and how to contact us

Lila Studio Limited operates Lila. For privacy questions or requests to access or correct your personal information, contact our privacy contact at hello@lila.co.nz. If we cannot resolve a concern, you can contact the New Zealand Office of the Privacy Commissioner.

Information we collect

We collect the photos and designs you upload, order and delivery details, email addresses, contact messages, gift-card recipient details and optional personal messages. We also process limited technical information needed to secure and operate the site.

Providing order, delivery and payment information is necessary to complete a purchase. Optional messages and account profile names are your choice. If you send a gift card to someone, their details come from you; our gift email tells them who sent it and links to this policy.

How information is used and shared

We use this information to create your products, process payments, deliver orders and gift cards, verify account sign-in, provide customer support and protect against abuse. Recipient details are used for delivering and supporting the gift, not for marketing.

Stripe processes payments; Lila does not store your full payment-card details. Microsoft Azure provides production hosting, private file storage and email delivery. Delivery details are shared with our shipping service and courier as needed. These providers may process information outside New Zealand. Access is limited to what is needed for those services.

Customer order photo files are private. Photos you choose to submit with a product review are displayed publicly only after that review is approved. We use order photos for promotional sharing only when you have given the relevant permission.

Optional offers and collection news

At checkout you can request an email link to confirm a subscription to Lila offers, news and new collection updates. The request box is checked initially; untick it to skip the confirmation email. We send marketing only after you confirm. Declining or unsubscribing does not affect purchases, receipts or essential order updates. We do not add past customers or gift recipients automatically.

Lila Studio Limited uses your email address and a record of your request and confirmation to manage the subscription. Authorised staff can send campaigns through our Microsoft Azure email provider. We do not use marketing emails to track opens or clicks, or sell your mailing-list details.

Every marketing email identifies Lila and includes a free unsubscribe link. Unsubscribing takes effect immediately for emails not already submitted for delivery, without an account or sign-in. You can also ask hello@lila.co.nz to unsubscribe you, or request access to or correction of your information.

We keep subscription and withdrawal records as needed to demonstrate consent and respect opt-outs. Unconfirmed requests expire after seven days. Encrypted campaign delivery payloads are cleared after 90 days; limited delivery and consent history is kept for managing preferences and resolving complaints. Contact our privacy contact at hello@lila.co.nz about retention or deletion requests.

Cookies and returning customers

Essential cookies maintain your photo session and access to saved designs. Signing in with an email code lets you see orders associated with your verified checkout email. Account access expires and can be ended by signing out. Ending your photo session removes browser access; it is not a request to delete records we need to fulfil an order.

Keeping and deleting information

Production photos for completed orders are normally eligible for deletion after the configured retention period, which defaults to 30 days. Photos still needed by another order or active design are retained. Inactive guest drafts and unused photos have a separate 30-day inactivity deadline. Backup deletion can take longer.

Optional review photos are kept with their review, separately from production photos. Pending and rejected review photos stay private. Contact hello@lila.co.nz about removing a review or its photos.

Order, payment, gift-card balance and audit records are kept as needed for fulfilment, financial records and legal obligations. No-expiry gift-card balances must remain recoverable. Contact-message delivery payloads are removed from the website queue after 30 days; correspondence in our support mailbox may be kept to resolve your enquiry.

Optional hosted magnet media has its own retention lifecycle. Contact us for information about a particular file or a deletion request; some records must be retained for legal or operational reasons.