Ellah Fashion House

Ellah Fashion House · Accra, Ghana

Privacy Policy

We respect your privacy. This policy explains exactly what information Ellah Fashion House collects when you browse or shop with us, why we collect it, who we share it with, and the rights you have over it. We have written it in plain language so you can read it in a few minutes — no legal degree required.

1. Introduction & Scope

Ellah Fashion House (“Ellah”, “we”, “us” or “our”) operates the website ellahfashion.com and the online storefront shop.ellahfashion.com (together, the “Site”). Ellah is a Ghana-based fashion house offering garments across three houses: Ellah Fashion (affordable wear), Orenza (everyday wear) and Laurex & Co (luxury and bespoke wear).

This Privacy Policy applies to every visitor who browses the Site, registers an account, contacts customer support, or places an order — whether the visitor is located in Ghana or in any other country from which we ship. It explains the categories of personal data we collect, the lawful bases on which we process them, and the controls available to you.

We process personal data in accordance with applicable data protection law, including the EU General Data Protection Regulation (GDPR), the UK GDPR, the California Consumer Privacy Act (CCPA) as amended by the California Privacy Rights Act, and Ghana’s Data Protection Act, 2012 (Act 843). Where a customer is resident in a jurisdiction with stricter requirements, we meet the higher standard.

This policy is written in plain English. If any part of it is unclear, please contact us using the details in section 10 and we will explain it to you directly.

2. Information We Collect

We collect only the information we genuinely need to serve you. The information below is collected directly from you, automatically through your use of the Site, or from the payment and courier providers who help us complete your order.

2.1 Information you provide to us

  • Contact and identity details — your full name, email address, phone number and, where you provide it, WhatsApp number.
  • Delivery and billing address — the recipient name, street address, city, region, postal code and country needed to dispatch your order and, for international orders, any customs paperwork.
  • Order details — the products, sizes, colours, quantities, measurements and any alteration or tailoring instructions you submit, plus your order number and any gift message.
  • Payment transaction metadata — we receive the transaction reference, amount, currency, payment method type (Mobile Money, card or bank transfer) and the authorisation result. We never see or store your full card number, CVV, or your Mobile Money PIN. Card and Mobile Money details are captured and processed directly on the payment provider’s secure page.
  • Correspondence — any message, review or return request you send us, along with our response and the resolution reached.
  • Marketing preferences — whether you have opted in to our emails, SMS or WhatsApp updates, and when you have opted out.

2.2 Information collected automatically

  • Browsing and device information — your IP address, browser type and version, operating system, device model, screen resolution, language, referring page and the pages you viewed or searched for on our Site.
  • Device identifiers and online identifiers — cookies, local storage and similar technologies, plus advertising or analytics identifiers where permitted.
  • Usage data — timestamps, session duration, navigation paths, interaction patterns, approximate location derived from your IP address, and any diagnostics errors generated by your browser.
  • Security and fraud-prevention records — IP address and device details recorded at checkout where an order is flagged as suspicious or high-risk.

No sensitive data requested

We do not intentionally collect special category data such as health, biometric, political or religious information, or data from children under 13. Please do not include such details in correspondence with us.

3. How We Use Your Information

We use your information for the following specific purposes:

  • Processing and fulfilling orders. To confirm payment, pick and pack your items, dispatch them to you, provide tracking, and handle returns, exchanges and refunds.
  • Customer support. To answer your questions, resolve complaints, arrange alterations, and notify you about the status of your delivery.
  • Marketing communications (opt-in only). To send you news about new collections, lookbooks, private sales and restocks. Every marketing email includes a one-click unsubscribe link. You can also opt out at any time by replying with the word STOP or by emailing info@ellahfashion.com with the subject line “Unsubscribe”. Opting out of marketing never affects your order confirmation or delivery messages.
  • Analytics and website improvement. To understand which pages are most useful, where visitors drop out, and how to improve navigation, sizing information and page speed.
  • Fraud prevention and security. To detect payment fraud, card testing, bots, account takeover, fake addresses and other abuse of our checkout.
  • Legal and tax compliance. To keep transaction records, issue valid receipts, and meet Ghana Revenue Authority and international reporting obligations.
  • Aggregate reporting. To produce anonymised, aggregated statistics about sales and audiences. This information cannot be traced back to an individual.

We rely on performance of a contract (for orders and support), legitimate interests (for security, analytics and service improvement), and consent (for marketing emails and non-essential cookies). Where we rely on consent, you may withdraw it at any time without affecting the lawfulness of processing carried out before withdrawal.

4. Data Sharing & Third Parties

We never sell your personal data

Ellah Fashion House does not sell, rent, trade or otherwise disclose your personal information to third parties for their own marketing purposes. We have never sold personal information, and it is not our practice to do so.

We share the minimum necessary data with a small number of trusted operational partners who cannot use it for any purpose other than performing services for us. These are:

  • Payment gateways — to authorise, capture, refund and reconcile Mobile Money, debit/credit card and bank transfer payments. They act as independent controllers for the payment data they hold.
  • Courier and logistics partners — including our domestic delivery partner and, for international orders, courier partners such as DHL or FedEx, so that they can collect, deliver and return parcels. They receive only the name, address, contact number and parcel details needed for delivery.
  • Web hosting, cloud storage and CDN providers — to keep the Site secure, fast and available.
  • Analytics and email service providers — to understand Site usage and deliver mail we have consent to send.
  • Professional advisers and authorities — auditors, accountants, lawyers, and government or law-enforcement bodies where disclosure is required by law or necessary to protect our rights.

These partners are bound by contract to process your data only on our instructions, to keep it confidential, and to implement appropriate security measures. We do not permit them to use your data for their own purposes.

We also operate Google Analytics and may use Google advertising features. Where those services are enabled, Google may process your data as described in its own policies. We have configured these tools to minimise data collection, and we never share personally identifiable information with advertisers.

5. Cookies & Tracking Technologies

Cookies are small text files placed on your device when you visit a website. Ellah Fashion House uses cookies and similar technologies to make the Site work, to understand how it is used, and to measure our advertising. We classify every cookie into one of three categories.

Table 1 — Cookie categories used on ellahfashion.com
Category Purpose Can you switch it off?
Strictly necessary Session integrity, keeping your cart contents, load balancing, remembering your cookie preferences, securing checkout and preventing cross-site request forgery. Without these, the Site cannot function. No — required for the Site to operate.
Analytical Understanding how visitors use the Site: page views, referral sources, approximate location, device type, navigation paths, and where visitors abandon the checkout. Typically Google Analytics and comparable tools. Yes — optional.
Marketing Measuring advertising and campaign performance, limiting repeated ad impressions, showing relevant content, and remarketing. Includes Google Ads and Meta (Facebook / Instagram) pixels where used. Yes — optional.

Because advertising and analytics cookies are optional, we will not set them until you have given consent, and you may change your mind at any time.

5.1 How to manage or delete cookies

You can control cookies using any of the following methods:

  1. Our cookie settings. A “cookie settings” or consent link appears on the Site when we first ask for consent. You can revisit it at any time to switch off analytical or marketing cookies.
  2. Your browser settings. Every major browser lets you view, delete and block cookies, and clear them automatically when you close the browser. Blocking all cookies may stop the cart and checkout from working.
  3. Opt out by email. Write to info@ellahfashion.com with the subject line “Cookie preferences” and we will note your preference on your account.

Note that because Ghana’s Data Protection Act does not currently require a consent banner for analytical cookies, you may still see optional cookies active by default in some regions. You are always free to switch them off as described above.

6. Your Privacy Rights

Under the GDPR, the CCPA/CPRA and Ghana’s Data Protection Act, you hold the following rights over your personal data. We honour all of them for every customer regardless of where you live.

Table 2 — Your rights and how we satisfy them
Right What it means in practice
Right of access Ask us for a copy of the personal data we hold about you, and information about how we use it.
Right to rectification Have inaccurate or incomplete data corrected — for example, a wrong delivery address or a misspelt name.
Right to erasure Ask us to delete your data where we no longer have a lawful reason to keep it. Certain records must be retained for tax and legal purposes, so we may need to anonymise rather than delete them.
Right to data portability Receive your data in a structured, commonly used and machine-readable format (for example CSV or JSON) so you can move it to another provider.
Right to object or restrict Tell us to stop using your data for direct marketing or analytics, or to restrict a processing activity while a dispute is resolved.
Right to withdraw consent Change your mind about marketing emails or optional cookies at any time, with no consequence to your orders.
Right to complain Lodge a complaint with the Ghana Data Protection Commission, your national supervisory authority, or the Irish Data Protection Commission where our EU establishment is concerned.
Right to non-discrimination We never penalise you for exercising a privacy right — for example, we will not treat you differently online because you have opted out of marketing.

6.1 How to exercise your rights

Send us an email to info@ellahfashion.com with the subject line “Privacy Request” and tell us which right you wish to exercise. Please include the email address or order number associated with your account so we can verify your identity quickly.

We will:

  1. Acknowledge your request within 2 business days.
  2. Verify your identity. We may ask for the delivery postcode, order number or a payment confirmation, or a photo ID where an account exists. We will never ask for your full card number.
  3. Respond within 30 days. If a request is complex, we will tell you why we need longer (up to a maximum of 90 days) and you will not be charged for the extension.
  4. Act — export, correct or delete the data, and confirm in writing when complete.

We do not charge a fee for handling a reasonable access or deletion request. For repetitive or manifestly excessive requests we may charge a reasonable administrative fee or decline, and we will always explain why.

7. Security & Data Retention

7.1 How we protect your data

All data you submit is transmitted over SSL/TLS encrypted connections (indicated by the padlock in your browser’s address bar). Our checkout is hosted on a PCI-DSS compliant payment page, so full card numbers and CVVs are captured by the payment provider and never pass through or reside on Ellah Fashion House servers.

Our security measures include:

  • Encryption of data in transit (SSL/TLS) and at rest.
  • Role-based access control and least-privilege permissions for staff.
  • Password hashing for account credentials — we never store passwords in readable form.
  • Regular patching, backups and vulnerability scanning.
  • Anti-fraud checks on payments and unusual account activity.
  • Staff confidentiality obligations and data-protection training.

No system is perfectly secure. If a breach occurs that is likely to affect your rights, we will notify you and the relevant supervisory authority without undue delay and in any event within the period required by applicable law.

7.2 How long we keep your data

We keep personal data only for as long as we need it for the purpose it was collected, then delete or anonymise it.

Table 3 — Retention periods by data category
Data Retention period
Account details For the life of the account, then deleted within 30 days of closure.
Order, invoice and payment records 7 years from the transaction date, as required for tax, accounting and statutory record-keeping under Ghanaian law.
Delivery and courier records 2 years from delivery, to handle discrepancies, loss claims and support requests.
Customer support correspondence 3 years from the last interaction.
Marketing preferences and consent logs Until you unsubscribe, plus 3 years of evidence that we honoured the opt-out.
Analytics and aggregated statistics 14 months, then permanently anonymised.
Fraud-prevention and security logs 24 months from the event.

8. Children’s Privacy

The Site is intended for adults aged 18 and over. We do not knowingly collect personal data from anyone under the age of 13, and we do not knowingly direct any of our products or marketing at children. If you believe a child has provided us with personal data, please contact info@ellahfashion.com and we will delete it promptly.

9. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, our services, or the law. The “Last Updated” date at the top of this page shows when the current version took effect. Where a change materially affects your rights, we will notify you by email or by a prominent notice on the Site before it takes effect. Your continued use of the Site after an update means you accept the revised policy.

10. Contact Us

Questions, complaints or requests about this policy are always welcome. Our privacy team will respond within two business days.

Data Protection Contact
Ellah Fashion House — Privacy Team
Accra, Greater Accra Region, Ghana
Supervisory authority
Ghana Data Protection Commission
dpc.gov.gh