Privacy Policy

This Privacy Policy describes how www.strialab.com (the “Site” or “we”) collects, uses, and discloses your Personal Information when you visit or make a purchase from the Site.

Contact

After reviewing this policy, if you have additional questions, want more information about our privacy practices, or would like to make a complaint, please contact us by e-mail at hello@strialab.com or by mail using the details provided below:

Gallagher Rush Ltd, 5 Hawthorn Way, Surrey RH1 4DU, United Kingdom

Collecting Personal Information

When you visit the Site, we collect certain information about your device, your interaction with the Site, and information necessary to process your purchases. We may also collect additional information if you contact us for customer support. In this Privacy Policy, we refer to any information about an identifiable individual (including the information below) as “Personal Information”. See the list below for more information about what Personal Information we collect and why.

  • Device information
    • Purpose of collection: to load the Site accurately for you, and to perform analytics on Site usage to optimize our Site.
    • Source of collection: Collected automatically when you access our Site using cookies, log files, web beacons, tags, or pixels 
    • Disclosure for a business purpose: shared with our processor Shopify and Klaviyo
    • Personal Information collected: version of web browser, IP address, time zone, cookie information, what sites or products you view, search terms, and how you interact with the Site 
  • Order information
    • Purpose of collection: to provide products or services to you to fulfill our contract, to process your payment information, arrange for shipping, and provide you with invoices and/or order confirmations, communicate with you, screen our orders for potential risk or fraud, and when in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
    • Source of collection: collected from you.
    • Disclosure for a business purpose: shared with our processor Shopify, marketing program Klaviyo, Huboo/SendAble fulfillment centres, relevant payment gateways, such as Stripe or Paypal.
    • Personal Information collected: name, billing address, shipping address, payment information (including credit card numbers, email address, and phone number.
  • Customer support information
    • Purpose of collection: to provide customer support, and
      1. to enable you to access and use our Platform, including to enable you to purchase or sell Products or services and interact with Users;
      2. to operate, protect, improve and optimise our Platform, business and our users’ experience, such as to perform analytics, conduct research and for advertising and marketing;
      3. to send you service, support and administrative messages, reminders, technical notices, updates, security alerts, and information requested by you;
      4. to send you marketing and promotional messages and other information that may be of interest to you, including information sent by, or on behalf of, our business partners that we think you may find interesting;
      5. to administer rewards, surveys, contests, or other promotional activities or events sponsored or managed by us or our business partners; and;
      6. to comply with our legal obligations, resolve any disputes that we may have with any of our users, and enforce our agreements with third parties.
    • Source of collection: collected from you

    Minors

    The Site is not intended for individuals under the age of 18. We do not intentionally collect Personal Information from children. If you are the parent or guardian and believe your child has provided us with Personal Information, please contact us at the address above to request deletion.

    Sharing Personal Information

    We share your Personal Information with service providers to help us provide our services and fulfill our contracts with you, as described above. For example:

    • We use Shopify to power our online store. You can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy.
    • We may share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
    • We may disclose your Personal Information to a trusted third party who also holds other information about you. This third party may combine that information in order to enable it and us to develop anonymised consumer insights so that we can better understand your preferences, skills and interests, personalise your experience and enhance the products and services that you receive or provide.
    • The information we collect is not distributed, sold or leased to third parties for commercial purposes, except to provide or avail services you have requested or for other purposes when we have your permission or when we are obliged to do so.

     

    Behavioural Advertising

    As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For example:

    • We use Google Analytics to help us understand how our customers use the Site. You can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
    • We share information about your use of the Site, your purchases, and your interaction with our ads on other websites with our advertising partners. We collect and share some of this information directly with our advertising partners, and in some cases through the use of cookies or other similar technologies (which you may consent to, depending on your location).
    • We use Shopify Audiences to help us show ads on other websites with our advertising partners to buyers who made purchases with other Shopify merchants and who may also be interested in what we have to offer. We also share information about your use of the Site, your purchases, and the email address associated with your purchases with Shopify Audiences, through which other Shopify merchants may make offers you may be interested in.
    • We use Klaviyo, a marketing platform that helps personalise your experience. 

    For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at https://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

    You can opt out of targeted advertising by changing your setting with them. Some example links below:

     

  • FACEBOOK - https://www.facebook.com/settings/?tab=ads
  • GOOGLE - https://www.google.com/settings/ads/anonymous
  •  

    Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: https://optout.aboutads.info/.

    Using Personal Information

    We use your personal Information to provide our services to you, which includes: offering products for sale, processing payments, shipping and fulfillment of your order, and keeping you up to date on new products, services, and offers.

    Lawful basis

    Pursuant to the General Data Protection Regulation (“GDPR”), if you are a resident of the European Economic Area (“EEA”), we process your personal information under the following lawful bases:

    • Your consent;
    • The performance of the contract between you and the Site;
    • Compliance with our legal obligations;
    • To protect your vital interests;
    • To perform a task carried out in the public interest;
    • For our legitimate interests, which do not override your fundamental rights and freedoms.

    Retention

    When you place an order through the Site, we will retain your Personal Information for our records unless and until you ask us to erase this information. For more information on your right of erasure, please see the ‘Your rights’ section below.

    Automatic decision-making

    If you are a resident of the EEA, you have the right to object to processing based solely on automated decision-making (which includes profiling), when that decision-making has a legal effect on you or otherwise significantly affects you.

    We do not engage in fully automated decision-making that has a legal or otherwise significant effect using customer data.

    Our processor Shopify uses limited automated decision-making to prevent fraud that does not have a legal or otherwise significant effect on you.

    Services that include elements of automated decision-making include:

    • Temporary blacklist of IP addresses associated with repeated failed transactions. This blacklist persists for a small number of hours.
    • Temporary blacklist of credit cards associated with blacklisted IP addresses. This blacklist persists for a small number of days.

    Your rights

    GDPR

    If you are a resident of the EEA, you have the right to access the Personal Information we hold about you, to port it to a new service, and to ask that your Personal Information be corrected, updated, or erased. If you would like to exercise these rights, please contact us through the contact information above. 

    Your Personal Information will be initially processed in Ireland and then will be transferred outside of Europe for storage and further processing, including to Canada and the United States. For more information on how data transfers comply with the GDPR, see Shopify’s GDPR Whitepaper: https://help.shopify.com/en/manual/your-account/privacy/GDPR.

     

    Cookies

    A cookie is a small amount of information that’s downloaded to your computer or device when you visit our Site. We use a number of different cookies, including functional, performance, advertising, and social media or content cookies. Cookies make your browsing experience better by allowing the website to remember your actions and preferences (such as login and region selection). This means you don’t have to re-enter this information each time you return to the site or browse from one page to another. Cookies also provide information on how people use the website, for instance whether it’s their first time visiting or if they are a frequent visitor.

    We use the following cookies to optimize your experience on our Site and to provide our services.

    [Be sure to check this list against Shopify’s current list of cookies on the merchant storefront: https://www.shopify.com/legal/cookies ]

    Cookies Necessary for the Functioning of the Store

    Name Function Duration
    _ab Used in connection with access to admin. 2y
    _secure_session_id Used in connection with navigation through a storefront. 24h
    _shopify_country Used in connection with checkout. session
    _shopify_m Used for managing customer privacy settings. 1y
    _shopify_tm Used for managing customer privacy settings. 30min
    _shopify_tw Used for managing customer privacy settings. 2w
    _storefront_u Used to facilitate updating customer account information. 1min
    _tracking_consent Tracking preferences. 1y
    c Used in connection with checkout. 1y
    cart Used in connection with shopping cart. 2w
    cart_currency Used in connection with shopping cart. 2w
    cart_sig Used in connection with checkout. 2w
    cart_ts Used in connection with checkout. 2w
    cart_ver Used in connection with shopping cart. 2w
    checkout Used in connection with checkout. 4w
    checkout_token Used in connection with checkout. 1y
    dynamic_checkout_shown_on_cart Used in connection with checkout. 30min
    hide_shopify_pay_for_checkout Used in connection with checkout. session
    keep_alive Used in connection with buyer localization. 2w
    master_device_id Used in connection with merchant login. 2y
    previous_step Used in connection with checkout. 1y
    remember_me Used in connection with checkout. 1y
    secure_customer_sig Used in connection with customer login. 20y
    shopify_pay Used in connection with checkout. 1y
    shopify_pay_redirect Used in connection with checkout. 30 minutes, 3w or 1y depending on value
    storefront_digest Used in connection with customer login. 2y
    tracked_start_checkout Used in connection with checkout. 1y
    checkout_one_experiment Used in connection with checkout. session

    Reporting and Analytics

    Name Function Duration
    _landing_page Track landing pages. 2w
    _orig_referrer Track landing pages. 2w
    _s Shopify analytics. 30min
    _shopify_d Shopify analytics. session
    _shopify_s Shopify analytics. 30min
    _shopify_sa_p Shopify analytics relating to marketing & referrals. 30min
    _shopify_sa_t Shopify analytics relating to marketing & referrals. 30min
    _shopify_y Shopify analytics. 1y
    _y Shopify analytics. 1y
    _shopify_evids Shopify analytics. session
    _shopify_ga Shopify and Google Analytics. session

     

    The length of time that a cookie remains on your computer or mobile device depends on whether it is a “persistent” or “session” cookie. Session cookies last until you stop browsing and persistent cookies last until they expire or are deleted. Most of the cookies we use are persistent and will expire between 30 minutes and two years from the date they are downloaded to your device.

    You can control and manage cookies in various ways. Please keep in mind that removing or blocking cookies can negatively impact your user experience and parts of our website may no longer be fully accessible.

    Most browsers automatically accept cookies, but you can choose whether or not to accept cookies through your browser controls, often found in your browser’s “Tools” or “Preferences” menu. For more information on how to modify your browser settings or how to block, manage or filter cookies can be found in your browser’s help file or through such sites as: www.allaboutcookies.org.

    Additionally, please note that blocking cookies may not completely prevent how we share information with third parties such as our advertising partners. To exercise your rights or opt-out of certain uses of your information by these parties, please follow the instructions in the “Behavioural Advertising” section above.

    Do Not Track

    Please note that because there is no consistent industry understanding of how to respond to “Do Not Track” signals, we do not alter our data collection and usage practices when we detect such a signal from your browser.

    Changes

    We may update this Privacy Policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal, or regulatory reasons.

    Complaints

    As noted above, if you would like to make a complaint, please contact us by e-mail or by mail using the details provided under “Contact” above.

    If you are not satisfied with our response to your complaint, you have the right to lodge your complaint with the relevant data protection authority. You can contact your local data protection authority, or our supervisory authority here: [Add contact information or website for the data protection authority in your jurisdiction. For example: https://ico.org.uk/make-a-complaint/]

    Last updated: 23 August 2022

    Still need help? email:
    Shipping

    Delivery time

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    Ready to start your healing journey? Place your order before 1pm for same-day dispatch.

    UK: We offer FREE shipping using Amazon, which generally takes 1-2 business days.

    AUS: We ship from Brisbane and shipping times vary depending on your location and the shipping service you select. As a guide, standard shipping generally takes 2-6 business days and express shipping takes 1-3 business days.

    Delivery costs

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    UK: FREE shipping on all orders.

    Aus: We offer free shipping on orders over $100 or subsidised shipping rates for orders under this value.

    My order hasn't arrived

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    If your order has not turned up, please check your tracking data first. If your order hasn't arrived after 5 business days in the UK, or 8 business days in Australia, please get in touch with us and we can help you: hello@strialab.com.

    Returns/Guarantee

    How do I return an item?

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    Returns can only be accepted for sealed products; once opened, returns are not possible. You must organise returns within 30 days of delivery. To arrange a return, email us at hello@strialab.com

    What is your 90-day Moneyback Guarantee

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    We’re confident in the effectiveness of our program to help reduce the appearance of your stretch marks. If you don’t see results after 3 months of consistent use, we’ll offer you a full refund—no questions asked.

    How will refunds be made?

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    Refunds are processed directly to the original payment card for security. We use a secure third-party system and do not have access to your card details. Please make sure you have the same card used for payment before arranging your return or let us know if it's different.

    Subscriptions

    How do I access my account?

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    Click here:My Account

    I can't login

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    Purchasing a subscription does not make you an account, so be sure to create an account first.

    How can I change how often my subscription is sent?

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    You can do this from within your account - just click "Edit" and then "Delivery Schedule"

    How do I cancel my subscription?

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    You can do this from within your account - just click "Edit" and then "Delivery Schedule"

    Product

    How do I know Stria Lab will work for me?

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    Our products are rooted in science, and treat the cause of strewth marks - the breakdown of collagen and elastin. We only create products using ingredients and treatments that have been clinically proven to work in peer-reviewed medical journals.

    We’re extremely confident that our products will reduce your stretch marks which is why we provide a 90-day money-back guarantee.

    How long before results?

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    Many customers see lasting improvements in as little as 2-4 weeks, but for optimal results, we recommend continuing the treatment for the full 12 weeks. During this time, our hero ingredient, TECA, has been clinically proven to reduce the size and colour of stretch marks by up to 40%.

    Healing skin requires patience. In the early weeks, the cream gets to work by soothing damaged skin cells and activating fibroblasts to repair the collagen and elastin fibres. As you continue the treatment, your skin will start to re-plump and re-densify, revealing a smoother, more resilient appearance.

    For those looking for a quick confidence boost, our cream also delivers instant benefits. In just 10-30 minutes, it visibly fades and plumps stretch marks while firming and tightening the skin. While this effect is temporary and will wash off, it offers a powerful, immediate transformation that complements the long-term healing process.

    Can I use your products for longer than the 90 days?

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    Absolutely! 90 days is the minimum period we recommend using our products for, but you can continue using the products for as long as you like, especially if you are continuing to see improvements. You may also choose to keep using our Redefining Stretch Mark Cream on an ad hoc basis when you would like to enjoy its instant plumping and smoothing benefits.

    Can I use your products while pregnant or breastfeeding?

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    Our products are formulated without known harmful ingredients for pregnant or breastfeeding women, such as retinoids, phthalates, and parabens.

    To help with your decision-making, we also commissioned a Toxicological Chemist and Safety Assessor to conduct a detailed toxicological assessment, which concluded that our formula poses no significant risk when used as intended during pregnancy and breastfeeding.

    Consult your healthcare provider to ensure this product is suitable for your individual needs.

    Are your products vegan and cruelty-free?

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    Yes, our products are vegan and have never been tested on animals.

    Are your products clean?

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    We carefully formulate our products without parabens, phthalates, sulfates (SLS/SLES), petrolatum, formaldehyde, or formaldehyde-releasing agents.

    How do I clean my Microneedling Tool?

    .

    To clean the tool, simply rinse it in warm water after each use, then spray it with a sterilising spray (isopropyl alcohol solution) before each use. For a deeper clean, you can also soak it in soapy water overnight and/or use a toothbrush to clean.

    Still need help? email: