Privacy Policy

Mulu Jewelry (“Mulu”, “we”) is a fine jewellery company with boutiques across the Greater Toronto Area, Ontario. This policy explains how we handle personal information when you shop at mulujewelry.ca, visit a boutique, book a service, or hear from us by email, text message or phone.

We follow Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA) and Canada’s Anti-Spam Legislation (CASL).

• Contact details you give us: name, email, phone number and delivery or billing address.
• Orders and payments: what you bought, where, how you paid and your order history. Card payments are handled by our payment providers; we never see or store your full card number.
• Your preferences, when you share them: ring size, preferred metals and stones, birthday, anniversary and similar details that help us serve you.
• Services: appointments, repairs, custom design requests and the photos, sketches or files you send us.
• Design Studio: the descriptions and photos you use to create concepts.
• Conversations: emails, text and WhatsApp messages and phone calls with us. Some calls are made or answered by an automated voice assistant on our behalf and may be recorded and transcribed so we can keep an accurate record of what was agreed.
• Mulu Experience Points: points earned and redeemed.
• Website use: device and browser information, pages visited and similar data collected with cookies and comparable technologies. Your shopping bag and saved pieces are stored in your own browser.

• To process, deliver or prepare your order for pickup, and to take payment.
• To provide services you ask for: repairs, appointments, sizing, custom pieces and certificates.
• To run your Mulu Experience Points and any offers made to you.
• To answer questions and keep a record of our conversations.
• With your consent, to send you news, offers and invitations.
• To improve our website, products and service, and to measure our advertising.
• To prevent fraud, keep our systems secure and meet legal, tax and accounting obligations.

We send marketing emails and text messages only to people who have agreed to receive them, or where Canadian law otherwise allows it. Every marketing email has an unsubscribe link, and you can reply STOP to any text message.

We may call customers with offers. You can ask us at any time, including during the call, not to call you again; we add you to our internal do-not-call list and stop calling. Withdrawing consent does not affect messages about orders, repairs or appointments you have with us.

We do not sell your personal information. We share it only with companies that help us run Mulu, and only what they need to do that work:

• payment processors and our financing partners;
• website hosting, database and point-of-sale providers;
• email, text messaging and telephone providers, including the voice service that places our assistant’s calls;
• artificial intelligence providers that power the Design Studio and our voice assistant;
• shipping carriers, when you choose delivery;
• analytics and advertising partners such as Google and Meta, which measure visits and the performance of our ads.

These providers must protect your information and may use it only to provide their service to us. We may also disclose information when the law requires it, to protect our rights or customers’ safety, or as part of a sale or reorganisation of our business.

We use cookies and similar technologies to keep the site working, remember your bag, understand how the site is used and measure our advertising (for example with the Google tag and the Meta Pixel). You can block or delete cookies in your browser settings and manage ad personalisation in your Google and Meta account settings. Some features may not work without cookies.

Some of our providers store or process information outside Canada, including in the United States. When that happens, your information is subject to the laws of that country and may be accessible to its authorities. We choose providers that protect information to a standard comparable to Canadian law.

We keep personal information for as long as we need it for the purposes above. Purchase and payment records are kept for at least six years to meet Canadian tax requirements. Call recordings and transcripts are kept only as long as they are useful for service and record-keeping. When information is no longer needed, we delete or anonymise it.

We use safeguards suited to the sensitivity of the information, including encrypted connections, access limited to the staff who need it, and providers with strong security practices. No system is perfectly secure, so please contact us right away if you think your information has been misused.

You may ask to see the personal information we hold about you, ask us to correct it, withdraw your consent to marketing, or ask us to delete information we no longer need to keep. To make a request, email info@mulujewelry.com, use our contact page, or speak to any Mulu boutique. We may ask you to confirm your identity, and we reply within 30 days.

If you are not satisfied with our answer, you can contact the Office of the Privacy Commissioner of Canada.

Our website and offers are meant for adults. We do not knowingly collect personal information from children under 13.

We may update this policy as our services change. The date at the top shows the latest version. For any privacy question, email info@mulujewelry.com, use our contact page, or speak to any Mulu boutique.