Privacy policy

Last updated: 29 May 2026

Hemingway respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, store, disclose, and protect your personal information when you visit our website, place an order, contact us, subscribe to our updates, use our services, or interact with Hemingway online.

In this Privacy Policy, “Hemingway”, “we”, “us”, and “our” refer to Hemingway, the operator of Hemingway.ae. “You” and “your” refer to any visitor, customer, account holder, subscriber, or user of our website and services.

By using our website, placing an order, contacting us, or using our services, you acknowledge that you have read and understood this Privacy Policy.

1. About This Privacy Policy

This Privacy Policy applies to personal information collected through:

• Our website, Hemingway.ae

• Our Shopify online store

• Customer accounts

• Checkout and payment processes

• Order and delivery services

• WhatsApp, phone, email, and customer support communications

• Service requests and warranty support

• Newsletter and marketing subscriptions

• Advertising, analytics, and website tracking tools

• Social media interactions and campaigns

This Privacy Policy should be read together with our Terms of Service, Refund Policy, Shipping Policy, and any other policy published on our website.

If there is a conflict between this Privacy Policy and another policy regarding how we collect, use, or protect personal information, this Privacy Policy will apply to privacy-related matters.

2. Personal Information We Collect

We may collect different types of personal information depending on how you interact with us.

A. Information You Provide Directly

We may collect information that you provide when you place an order, create an account, contact us, request support, subscribe to updates, or complete a form. This may include:

• Full name

• Email address

• Phone number

• WhatsApp number

• Billing address

• Shipping address

• Country, city, emirate, or region

• Account login details

• Order details

• Payment method information

• Delivery instructions

• Product preferences

• Customer support messages

• Service request details

• Warranty or repair information

• Photos, videos, or documents you send to us for support purposes

• Reviews, comments, or feedback you submit

B. Order and Transaction Information

When you place an order or attempt to place an order, we may collect information such as:

• Products viewed, added to cart, or purchased

• Order number

• Order value

• Payment status

• Payment method

• Delivery method

• Return, exchange, refund, or cancellation requests

• Customer notes

• Communication history related to the order

We do not directly store full payment card details. Payments are processed through secure third-party payment providers and Shopify payment systems where applicable.

C. Device, Browser, and Usage Information

When you visit our website, certain information may be collected automatically, including:

• IP address

• Browser type and version

• Device type

• Operating system

• Time zone

• Language preference

• Pages visited

• Products viewed

• Search terms used on the website

• Links clicked

• Cart activity

• Checkout activity

• Referral source

• Approximate location based on IP address

• Cookies and similar tracking information

D. Communication Information

When you contact us through WhatsApp, phone, email, social media, contact forms, or service request forms, we may collect and keep records of those communications to provide support, confirm orders, handle complaints, process service requests, improve our service, and protect our business.

E. Marketing and Advertising Information

If you subscribe to our newsletter, join our WhatsApp updates, interact with our ads, or allow marketing cookies, we may collect information related to:

• Marketing preferences

• Email subscription status

• WhatsApp communication preferences

• Advertising interactions

• Campaign performance

• Products you showed interest in

• Abandoned cart activity

• Purchase history

• Website browsing behavior

3. How We Collect Personal Information

We may collect personal information from the following sources:

• Directly from you when you provide it

• Automatically when you use our website

• Through cookies, pixels, tags, and similar technologies

• Through Shopify and Shopify-related services

• Through payment providers

• Through delivery and courier partners

• Through marketing, analytics, and advertising platforms

• Through social media platforms when you interact with us

• Through customer support tools and communication channels

• Through third-party apps installed on our Shopify store

• From authorized representatives who contact us on your behalf

4. How We Use Your Personal Information

We use your personal information for legitimate business, operational, legal, customer service, and marketing purposes.

A. To Process and Fulfil Orders

We use your information to:

• Process purchases

• Confirm orders

• Verify customer details

• Process payments

• Send payment links where applicable

• Arrange delivery

• Contact you about your order

• Handle Cash on Delivery confirmation

• Issue invoices or receipts

• Process returns, exchanges, refunds, or cancellations

• Provide warranty or after-sales support

B. To Communicate With You

We may use your contact information to:

• Respond to your questions

• Send order updates

• Confirm delivery details

• Provide customer support

• Send service request updates

• Request additional information if needed

• Notify you about payment, shipping, return, or warranty matters

• Contact you through WhatsApp, phone, SMS, email, or other communication channels you have used with us

C. To Improve Our Website and Services

We may use your information to:

• Improve website performance

• Understand customer preferences

• Improve product pages and shopping experience

• Personalize website content

• Analyze website traffic

• Identify popular products

• Improve delivery and customer support

• Troubleshoot technical problems

• Improve product recommendations

D. For Marketing and Advertising

Where permitted by law and based on your preferences, we may use your information to:

• Send promotional emails

• Send WhatsApp updates

• Share new arrivals and special offers

• Send abandoned cart reminders

• Show relevant advertisements

• Create custom or similar audiences for advertising platforms

• Measure advertising performance

• Promote products that may be relevant to you

You can unsubscribe from marketing emails using the unsubscribe link in our emails. You may also contact us to request removal from marketing communications.

Even if you unsubscribe from marketing, we may still send non-promotional messages related to your orders, payments, delivery, account, service requests, warranty, or legal notices.

E. For Security and Fraud Prevention

We may use personal information to:

• Detect fraud

• Prevent unauthorized transactions

• Verify payment or delivery details

• Protect customer accounts

• Protect our website and business

• Investigate suspicious activity

• Prevent misuse of promotions, discount codes, or payment methods

• Comply with security requirements from payment providers or Shopify

F. For Legal and Compliance Purposes

We may use your information to:

• Comply with applicable laws and regulations

• Maintain business and tax records

• Respond to lawful requests from authorities

• Enforce our Terms of Service and policies

• Resolve disputes

• Protect our legal rights

• Handle claims, complaints, or chargebacks

• Comply with accounting, audit, and regulatory obligations

5. Cookies and Similar Technologies

Our website uses cookies, pixels, tags, and similar technologies to operate the website, remember preferences, improve performance, understand visitor behavior, support checkout, personalize content, and provide advertising.

Cookies may be used for purposes such as:

• Keeping items in your cart

• Remembering your country, language, or currency preferences

• Supporting account login

• Processing checkout

• Improving website speed and performance

• Measuring website traffic

• Understanding which pages and products are viewed

• Supporting advertising and remarketing

• Measuring campaign performance

• Preventing fraud and improving security

Some cookies are necessary for the website to function. Other cookies may be used for analytics, personalization, or advertising.

You can manage or disable cookies through your browser settings. However, blocking some cookies may affect website functionality, checkout, saved preferences, or shopping experience.

6. How We Share Personal Information

We may share your personal information with trusted third parties where necessary to operate our business, provide services, process orders, improve our website, market our products, comply with legal obligations, or protect our rights.

We may share information with:

• Shopify and Shopify-related service providers

• Payment processors and payment gateways

• Banks, card networks, and payment verification providers

• Delivery companies and courier partners

• Fulfilment and logistics partners

• Customer support platforms

• Email and WhatsApp communication tools

• Marketing and advertising platforms

• Analytics providers

• Website hosting, security, and technical service providers

• Professional advisers such as accountants, auditors, lawyers, or consultants

• Government, regulatory, law enforcement, customs, tax, or legal authorities where required

• Business partners or successors in the event of a business transfer, restructuring, merger, acquisition, or sale of assets

We do not sell your personal information as a standalone product. However, some advertising and analytics activities may be considered “sharing” or “targeted advertising” under certain privacy laws.

7. Shopify and Third-Party Services

Our online store is powered by Shopify. Shopify provides the platform that allows us to display products, manage orders, process checkout, support payments, and operate our online store.

When you use our website or place an order, your personal information may be processed by Shopify and its service providers. Shopify may process information in countries outside the UAE or outside your country of residence.

Shopify may also process personal information for its own purposes where permitted by law, including platform security, fraud prevention, analytics, and service improvement.

Third-party services used on our website may have their own privacy policies and terms. We recommend reviewing the privacy policies of third-party providers when using their services.

8. Payment Information

Payments may be processed through secure third-party payment providers. Depending on the payment method selected, your payment information may be processed by Shopify, card networks, banks, payment gateways, Apple Pay, Google Pay, Tabby, Tamara, or other payment providers where available.

We do not directly store your full credit card or debit card number. Payment providers may collect and process payment information according to their own privacy and security policies.

For payment links, installment requests, or manual payment confirmation, we may process your name, phone number, order number, payment status, transaction reference, and related communication details.

9. Delivery and Courier Partners

To deliver your order, we may share necessary personal information with courier and logistics partners. This may include:

• Name

• Phone number

• WhatsApp number where applicable

• Delivery address

• Order reference

• Delivery instructions

• Cash on Delivery amount where applicable

Courier partners may contact you directly to arrange or confirm delivery.

10. International Data Transfers

Because our website is powered by Shopify and uses third-party service providers, your personal information may be transferred, stored, or processed outside the United Arab Emirates or outside your country of residence.

Where personal information is transferred internationally, we take reasonable steps to ensure that appropriate safeguards are used, where required by applicable law.

By using our website or placing an order, you acknowledge that your personal information may be processed in countries that may have data protection laws different from those in your country of residence.

11. Data Retention

We keep personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy, unless a longer retention period is required or permitted by law.

Retention periods may depend on:

• Whether you have an active account

• Whether we need the information to fulfil an order

• Whether we need the information for customer support

• Whether we need the information for warranty, service, return, or refund matters

• Whether we must keep records for tax, accounting, legal, audit, or compliance reasons

• Whether there is an ongoing dispute, claim, investigation, chargeback, or legal issue

When personal information is no longer needed, we will delete it, anonymize it, or securely store it according to applicable requirements.

12. Security of Your Information

We take reasonable technical, administrative, and organizational measures to protect personal information from unauthorized access, misuse, loss, disclosure, alteration, or destruction.

However, no website, online service, payment system, or communication method is completely secure. We cannot guarantee absolute security of information transmitted online.

You are responsible for keeping your account login details confidential and for ensuring that any device you use to access our website is secure.

We recommend that you do not send sensitive payment information, passwords, or confidential details through unsecured communication channels.

13. Children’s Privacy

Our website and products are intended for adult customers only. We do not knowingly collect personal information from minors.

If you believe that a minor has provided personal information to us, please contact us and we will take reasonable steps to delete the information where required by law.

14. Your Privacy Rights

Depending on your location and applicable law, you may have certain rights regarding your personal information. These rights may include:

• The right to request access to personal information we hold about you

• The right to request correction of inaccurate or incomplete information

• The right to request deletion of your personal information

• The right to object to certain types of processing

• The right to request restriction of processing

• The right to withdraw consent where processing is based on consent

• The right to request a copy of your personal information

• The right to request information about how your personal information is used or shared

• The right to opt out of marketing communications

These rights may not be absolute and may be subject to legal, security, fraud prevention, accounting, tax, contractual, or operational requirements.

To exercise your rights, please contact us using the contact details listed at the end of this Privacy Policy. We may need to verify your identity before processing your request.

15. Marketing Preferences

You may opt out of marketing emails by clicking the unsubscribe link included in our marketing emails.

You may request to stop receiving promotional WhatsApp messages by contacting us or replying with an opt-out request where applicable.

Please note that opting out of marketing does not stop important service-related communications, such as order confirmations, payment updates, delivery updates, customer support replies, warranty updates, or legal notices.

16. Third-Party Links

Our website may include links to third-party websites, apps, social media pages, payment providers, courier services, or other platforms.

We are not responsible for the privacy practices, security, content, or policies of third-party websites or services. When you visit a third-party website or use a third-party service, you should review its privacy policy and terms.

17. Social Media and Public Content

If you interact with Hemingway on social media, tag us, comment on our posts, send us content, or submit reviews, your content may be visible to other users depending on the platform settings.

If you send us photos, videos, testimonials, reviews, or feedback, we may ask for permission to use them for marketing, website, or social media purposes. Where required, we will use such content according to your consent and applicable law.

18. Reviews and Customer Feedback

When you submit a product review, rating, testimonial, or feedback, we may display your review on our website or marketing channels. We may show your name, initials, review content, product purchased, rating, or submitted media depending on the review format.

We may edit reviews for formatting, length, grammar, or clarity, but we will not intentionally change the meaning of your feedback.

19. Automated Decision-Making and Personalization

Some website features, advertising tools, fraud prevention systems, payment providers, or Shopify services may use automated processes to personalize your experience, recommend products, detect fraud, manage checkout risk, or measure marketing performance.

These tools may use information such as browsing activity, device data, cart activity, purchase history, location, and transaction details.

20. Data Accuracy

We rely on the information you provide to process orders, arrange delivery, and provide support. You are responsible for ensuring that your personal information is accurate and up to date.

If your name, phone number, email address, delivery address, or other information changes, please update your account or contact us.

Incorrect or incomplete information may result in order delays, failed delivery, cancellation, or additional delivery charges.

21. Complaints

If you have a concern or complaint about how we handle your personal information, please contact us using the details below. We will review your complaint and respond within a reasonable time.

Depending on your location and applicable law, you may also have the right to contact a relevant data protection authority.

22. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business, website, services, legal obligations, technology, Shopify features, payment providers, delivery partners, or privacy practices.

The updated version will be posted on this page with a revised “Last updated” date.

Your continued use of our website after changes are posted means you acknowledge the updated Privacy Policy.

23. Contact Information

If you have questions about this Privacy Policy, our privacy practices, or your personal information, or if you wish to exercise your privacy rights, you may contact us using the details below:

Hemingway
Address: 1 Al Manama St, Warsan First, Dubai International City, Dubai, United Arab Emirates
WhatsApp: +971 58 571 8153
Phone: +971 58 571 8153
Email: info@sinotobacco.com