Privacy Policy

The party responsible for collecting and processing your personal data is:

Trade Name:

Lily Original Lenses – Lily

Website:

lilylenses.com

Customer Service & WhatsApp:

01060760098

Depending on how you use the website and the nature of your order, we may collect the following types of information.

ORDER AND DELIVERY DATA

This may include:

• Your full name.
• Your detailed delivery address.
• Your primary mobile phone number.
• An alternative phone number if you choose to provide one.
• Whether your contact number is available on WhatsApp, if you choose to communicate with us through that method.
• Order details and requested products.
• Any necessary delivery instructions.

We request only the information necessary to process, deliver and communicate with you regarding your order.

PRODUCT DATA

This may include:

• Contact lens color.
• Usage duration.
• Size.
• Prescription power or optical specification where required for the product you order.
• Quantity and any other product-related selections.

COMMUNICATION DATA

If you contact us through WhatsApp, telephone or another available support channel, we may retain the information necessary in connection with that communication, such as:

• Order-related messages.
• Enquiries.
• Complaints.
• Exchange requests or reports relating to manufacturing defects.
• Any information you voluntarily provide to help resolve an issue or complete your request.

TECHNICAL DATA

When you browse the website, certain technical information may be collected automatically, such as:

• Device type.
• Operating system.
• Browser type.
• Internet Protocol (IP) address or similar electronic identifiers, depending on the technologies used on the website.
• Pages you visit.
• Duration of your visit.
• How you interact with the website.
• General information about the source of your visit.

We use this information to operate and secure the website, understand its performance and improve the user experience, according to the technical tools actually enabled on the website.

Some of our products may be ordered with a prescription power or medical specification selected by the customer. Because this information may be considered health-related data or sensitive personal data, we handle it with additional care.

Please note the following:

• Choosing the appropriate prescription power or size is the customer's responsibility.
• Lily Original Lenses does not perform eye examinations.
• We do not diagnose medical conditions.
• We do not provide medical advice regarding the appropriate prescription for the customer.
• We do not verify the accuracy of the prescription power entered by the customer.
• No content published on the website replaces consultation with an ophthalmologist or another qualified professional.

If you enter prescription information as part of your order, we use it only to the extent necessary to prepare the requested product.

Where necessary, we will ask for your explicit consent to process prescription information for the purpose of fulfilling your order.

We do not use prescription information for advertising, marketing or building marketing profiles about customers.

Access to this information within Lily is limited to persons whose duties require access in order to fulfill the order or provide customer service, with appropriate measures taken to protect its confidentiality.

We do not share this information with other parties unless this is legally and legitimately necessary, or unless we are required to do so under a legal obligation or an order issued by a competent authority.

All payment methods currently available are made upon delivery or through payment methods announced to the customer, which may include:

• Cash on delivery.
• InstaPay.
• Electronic wallets.

The website does not currently collect credit card or debit card information, and we do not ask you to enter your online banking login details.

When payment is made using InstaPay or an electronic wallet, we may receive limited information relating to confirmation of the transfer, such as the sender's name, a transaction reference number or proof of payment if the customer chooses to send it to us.

This information is used only to verify payment and process the order.

We will never ask you to send us your password, confidential verification code or any information that would allow us to access your financial account.

We may use personal data for the following purposes:

• Creating and preparing your order.
• Providing the product according to the specifications you selected.
• Delivering your order to the correct address.
• Contacting you to confirm your order.
• Contacting you regarding order or delivery status.
• Responding to enquiries and complaints.
• Handling exchanges or manufacturing defects.
• Verifying payments made through InstaPay or electronic wallets.
• Maintaining commercial and accounting records required by law.
• Preventing misuse of the website or attempted fraud.
• Securing the website and diagnosing technical issues.
• Improving website performance and user experience.
• Sending marketing messages, but only where we have obtained any consent required for that purpose.

We process your personal data only where we have a lawful basis that allows us to do so. The legal basis may vary depending on the purpose of the processing.

These situations may include:

• Fulfilling your order or taking steps at your request, such as collecting your name, address and phone number and preparing and delivering your order.
• Complying with a legal obligation, such as retaining certain commercial or accounting records where required by law.
• Consent, where the law requires your consent, such as for certain marketing activities or the processing of certain sensitive data.
• Protecting legal rights, where processing is necessary to establish, exercise or defend a legal claim.
• Legitimate interests, where permitted by law, such as securing the website, preventing fraud and improving the service, provided that these interests do not override your fundamental rights and freedoms.

Customer deliveries are currently handled through a delivery team directly affiliated with us. Therefore, we do not provide your order information to an external shipping company solely for the purpose of completing delivery, as long as this delivery system remains in place.

However, we may use third-party technical services that are necessary to operate our business or website, such as:

• Website hosting and server services.
• Backup services.
• Security and technical protection services.
• Website operation tools.
• Analytics and performance measurement services, where enabled.
• Communication services chosen by the customer, such as WhatsApp.
• Other technical service providers where necessary to operate the service.

In such cases, we seek to provide these parties only with the information necessary to perform the required service and to ensure that personal data is processed within legally permitted limits and with appropriate safeguards.

We do not sell your personal data, rent it or exchange customer lists with other parties for their own marketing purposes.

We may also be required to disclose certain information where disclosure is required by law or in order to comply with a court judgment or an official order issued by a competent judicial, investigative or governmental authority.

Some technical services we use, such as hosting services or external technical tools, may rely on servers located outside the Arab Republic of Egypt.

If the use of one of these services results in the transfer or processing of personal data outside Egypt, we will handle this in accordance with the requirements, safeguards and procedures imposed by applicable personal data protection laws and regulations.

This section must reflect the technical services actually used on the website.

The website uses cookies and similar technologies according to the functions enabled on it.

These may include:

NECESSARY COOKIES

These are cookies required for the operation of essential website functions, such as:

• Retaining shopping cart contents.
• Saving certain user preferences.
• Maintaining website security and integrity.
• Enabling certain functions necessary to complete an order.

Disabling these cookies may cause parts of the website not to function properly or may prevent you from completing an order.

ANALYTICS AND PERFORMANCE COOKIES

If we enable visitor analytics tools, cookies or technical identifiers may be used to help us understand how visitors use the website and improve its performance.

We will not describe such information as completely anonymous unless the technology actually used provides that level of anonymity.

CONTROLLING COOKIES

You can control or delete cookies through your browser settings.

We may also provide a tool for managing cookie preferences on the website where this is required or appropriate according to the tools used.

We may give you the option to receive messages about:

• Offers.
• Discounts.
• New products.
• News related to Lily Original Lenses.

Where prior consent is legally required for direct electronic marketing, we will not send such messages until we have obtained your valid and explicit consent.

Your consent to marketing is entirely optional and is not required to complete an order or receive customer service.

You may withdraw your consent or object to receiving marketing messages at any time by:

• Contacting Customer Service at 01060760098.
• Contacting us through WhatsApp.
• Using an unsubscribe option included in a message, where available.

Your request to stop receiving marketing messages will be respected without affecting your orders or your right to receive our services.

We may continue to send necessary non-marketing communications, such as order confirmation, delivery updates or responses to complaints, where they are necessary to provide the service.

We do not retain personal data for longer than necessary to achieve the purpose for which it was collected, while taking into account any retention periods required by law.

We may retain order-related information for the period necessary to:

• Fulfill the order.
• Complete delivery.
• Provide after-sales service.
• Handle complaints.
• Address manufacturing defects or exchanges where applicable.
• Establish or evidence transactions where necessary.
• Meet applicable commercial, accounting, tax and legal requirements.

Once there is no longer a legitimate need to retain the information, it may be deleted, anonymized or otherwise handled appropriately to prevent its use for unlawful purposes, unless retention is required by law.

The retention period may vary depending on the type of data and the purpose for which it was collected.

Subject to applicable law and requirements, you may have a number of rights in relation to your personal data, including:

• Knowing what personal data we hold about you.
• Requesting access to that data in accordance with the law.
• Requesting correction or updating of inaccurate or incomplete data.
• Requesting deletion of your data where you have the right to do so.
• Withdrawing consent previously given for processing that relies on your consent.
• Objecting to certain processing activities where permitted by law.
• Requesting restriction of processing in cases provided for by law.
• Stopping marketing communications at any time.
• Submitting a complaint concerning how your data is handled through the channels provided by law and the competent supervisory authority.

In some cases, we may not be able to fulfill a deletion request, such as where a legal or accounting obligation requires us to retain certain information for a specific period. Where applicable, we will explain this when handling your request.

You can submit a request relating to your personal data through:

Customer Service & WhatsApp:

01060760098

We may need to verify your identity before carrying out certain requests in order to ensure that your information is not disclosed or modified based on a request made by an unauthorized person.

We will handle requests according to the periods and procedures provided for by applicable laws and regulations.

If you have an objection or complaint regarding how your personal data is collected, used or protected, we encourage you to contact us first through the communication channels stated in this policy so that we can review the matter and respond.

You may also have the right, in cases provided for by law, to submit a complaint to the Egyptian Personal Data Protection Center (PDPC) in accordance with the procedures and channels determined by the relevant authority.

We take appropriate and reasonable organizational and technical measures to protect personal data against risks such as:

• Unauthorized access.
• Unlawful use.
• Unauthorized modification.
• Loss or damage.
• Unauthorized disclosure.

We also limit access to personal data to persons whose work requires such access.

However, no method of transmitting or storing information over the internet can be guaranteed to be completely secure. We therefore work continuously to reduce risks and take appropriate precautions.

If a security incident involving personal data occurs, we will handle it in accordance with applicable legal requirements, including taking steps to limit its effects and making any notifications required to competent authorities or affected individuals where legally required.

The Lily Original Lenses website is intended for individuals aged eighteen years or older.

We do not knowingly seek to independently collect personal data from persons below this age.

If we become aware that personal data relating to a person under the age of eighteen has been collected without the necessary consent or other legal basis, we will take appropriate steps to address the situation, including deleting the data where required.

Where a transaction is carried out under the supervision of a parent or legal representative, it must comply with applicable legal requirements relating to minors' personal data.

The website may contain links or ways to access services operated by other parties, such as WhatsApp or social media platforms.

When you move to an external website or service, any information you provide there may be subject to that party's own privacy policy.

This policy does not mean that we control the privacy policies or practices of external websites and services. We therefore recommend reviewing their policies when using them.

Please make sure that the information you provide when placing an order is accurate and up to date, especially:

• Your name.
• Phone number.
• Delivery address.
• Product details.
• Prescription power or size, where applicable.

Providing inaccurate information may result in delays, an inability to deliver the order or preparation of a product with unsuitable specifications.

The customer remains responsible for the accuracy of any prescription power or medical specification entered.

We may update this policy from time to time due to:

• Changes in how the service operates.
• New website features.
• Changes to the technical tools used.
• Changes to legal or regulatory requirements.

If any change results in the use of your data for a new purpose that requires your consent, we will not rely solely on your continued use of the website. We will request the required consent separately before beginning that processing.

For any question about this policy or how we handle your personal data, you can contact us through:

Lily Original Lenses – Lily

Customer Service & WhatsApp:

01060760098

Customer Service:

Available throughout the day

Website:

lilylenses.com