Privacy Policy

Effective: 19 July 2026. Applies to Lucky Jewellery / 玉意人, including our website, customer care channels, consultations, loyalty services, education pages, enquiries and orders.

Lucky Jewellery / 玉意人 is a UK jewellery business offering jadeite, pearls, diamonds, 18K gold jewellery, education, consultations and customer support. This Privacy Policy explains how we collect, use, store and protect your personal information.

For privacy questions, correction requests or deletion requests, please contact us through the details on our Contact page.

Depending on how you interact with us, we may collect:

• name and contact details, including email, telephone number, WhatsApp handle or delivery address;
• account and loyalty information, including points, referrals, wishlists, reward requests and support history;
• enquiry details, including product interests, budget, sizing notes, preferred materials and appointment requests;
• order and service details, including delivery information, after-sales requests, repair notes and complaint information;
• files you choose to upload, such as jewellery photos, sizing photos, delivery issue evidence or repair images;
• marketing preferences and consent records;
• website usage information, including cookie preferences, device information, pages viewed and form events;
• AI Jade Advisor messages and feedback when you choose to use that service.

We do not ask you to submit unnecessary sensitive information. Please avoid sending identity documents, payment card details, passwords or unrelated private information through enquiry forms or chat messages.

We collect information when you:

• browse the website or manage cookie preferences;
• create an account, join the Loyalty Club or save products;
• submit an enquiry, consultation request, academy registration or lead form;
• contact us by email, WhatsApp, social media, telephone or website form;
• place an order, request delivery support or ask for after-sales care;
• upload images or documents for a support request;
• use the AI Jade Advisor or submit advisor feedback.

We may also create internal records from our communication with you, for example service notes needed to answer your request or support your order history.

We use personal information to:

• respond to enquiries and provide product guidance;
• process orders, delivery, returns, repairs and after-sales support;
• manage your account, wishlist, loyalty points, referrals and rewards;
• arrange consultations, academy courses, private previews or customer care follow-up;
• keep accurate records of consent, policy acceptance and communication preferences;
• improve our website, education content, product experience and customer service;
• protect our business, customers and website from misuse, fraud or security incidents;
• comply with legal, accounting, tax and consumer protection obligations.

We use the minimum information reasonably needed for each purpose.

Where UK data protection law applies, we rely on one or more of these legal bases:

• Contract: to provide products, services, delivery, repairs, refunds or support that you request.
• Consent: for optional marketing, some cookies, uploaded files you choose to provide, and certain communications where consent is required.
• Legitimate interests: to answer enquiries, improve services, keep business records, prevent misuse and operate a luxury jewellery catalogue and education platform.
• Legal obligation: for tax, accounting, consumer rights, dispute handling and regulatory compliance.

You can withdraw consent where consent is the basis for processing, but this will not affect processing that already happened lawfully before withdrawal.

When you ask about a piece of jewellery, submit a sizing request, report a delivery issue, request repair support or raise a complaint, we use your information to understand the issue, respond appropriately and keep a service record.

For jewellery-specific support, we may store measurements, product references, photographs, condition notes and communication history so that we can provide accurate guidance and protect both you and Lucky Jewellery if questions arise later.

The Lucky Jewellery AI Jade Advisor™ / 玉意人 AI 翡翠顾问™ is intended for education and guidance only. If you use it, we may process the messages you send, conversation context and optional feedback to generate an answer and improve the experience.

Please do not send payment card details, passwords, identity documents, medical details or highly sensitive personal information to the AI Advisor. For order-specific or sensitive matters, contact our team directly.

If you join the Lucky Jewellery Loyalty Club, we process information needed to run points, referrals, reward requests, member benefits and related customer care. This may include points balances, transaction records, referral codes, reward redemption history and service notes.

We use this information to operate the programme transparently and to prevent misuse. Internal notes are used only by authorised staff and are not public customer-facing content.

We send marketing only where permitted by law and according to your preferences. Marketing may include new arrivals, private previews, education content, events, loyalty updates or customer invitations.

You can unsubscribe or update preferences at any time. Service messages, such as order, delivery, appointment, repair or policy-related communications, may still be sent where necessary even if you opt out of marketing.

We use cookies and similar technologies to operate the website, remember preferences, understand website performance and improve customer experience. Optional analytics or marketing cookies are used according to your cookie choices.

You can change your cookie preferences through the cookie controls on our website. Necessary cookies may remain active because they are required for core website functions such as security, language preferences or consent records.

We do not sell your personal information. We may share limited information with trusted service providers where needed, including:

• website, hosting, database, storage and security providers;
• delivery and logistics providers;
• payment, accounting, tax, legal or professional advisers;
• customer communication, email, messaging and support tools;
• analytics or consent management providers where permitted by your choices;
• authorities, regulators or dispute bodies where required by law.

Service providers are expected to use your information only for the relevant service and to protect it appropriately.

Some service providers may process information outside the United Kingdom. Where this happens, we use appropriate safeguards where required, such as contractual protections or other recognised transfer mechanisms.

We keep information only for as long as reasonably needed for the purpose collected, including:

• enquiry records for customer service and follow-up;
• order, delivery, repair, complaint and accounting records for legal and business record-keeping periods;
• loyalty records while your membership is active and for a reasonable period afterwards;
• marketing consent records until updated or withdrawn, plus a record of withdrawal where needed;
• uploaded support files for as long as needed to handle the case and related obligations.

When information is no longer needed, we delete, anonymise or securely restrict it where appropriate.

We use reasonable technical and organisational measures to protect personal information from unauthorised access, loss, misuse or alteration. Access is limited to people and service providers who need it for their role.

No online service is completely risk-free. Please contact us promptly if you believe your information has been sent to us in error or if you suspect unauthorised use of your account.

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

• access the personal information we hold about you;
• ask us to correct inaccurate or incomplete information;
• ask us to delete information in certain circumstances;
• object to or restrict certain processing;
• withdraw consent where processing is based on consent;
• request a copy of information in a portable format where applicable;
• complain to a data protection authority.

We may need to verify your identity before fulfilling a request. Some records may need to be retained where required by law, for dispute handling or for legitimate business reasons.

Our website, jewellery services and academy content are not directed at children. If a child’s personal information has been provided to us without appropriate consent, please contact us so we can review and delete it where required.

Our website may link to external websites such as delivery tracking, forms, social platforms or education resources. We are not responsible for the privacy practices of those external websites. Please review their privacy information before submitting data to them.

We may update this Privacy Policy as our services, legal obligations or operational processes change. The latest version will be published at `/policy/privacy-policy` with its effective date.

For privacy questions, access requests, correction requests or deletion requests, please contact Lucky Jewellery / 玉意人 through our Contact page or Customer Care page. We will respond as soon as reasonably possible and in line with applicable law.

---

When a member joins Jade Circle or Collector's Circle we may process: membership tier; membership payment information; source (paid, gifted, admin-awarded, invited); status; start and expiry dates; Collector Credit lifecycle; £1 Collector Privilege lifecycle; points ledger; referral records; member-only product access; wishlist; stated preferences; sizes; events, consultations and aftercare records; and service personalisation data. This information may be processed for contract performance, legal obligations (including accounting, tax and fraud prevention) and legitimate interests. Marketing consent is separate and optional. We do not make solely automated decisions that produce legally significant effects on members. Referral records are handled so that a referrer's account does not receive the referred customer's private order, payment or account information. Membership and benefit records may be retained for accounting, fraud prevention, tax, legal claims and regulatory compliance.