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Privacy

The short version: we use your information to send you your order, to work out which products people actually want, and to measure whether our advertising works. We never sell your information.

Your cookie choices

Essential storage supports your cart, account and security. For new visitors identified as being in the United States, analytics and Google advertising measurement are enabled by default unless you opt out. Elsewhere, or when we cannot determine your country reliably, they remain off until you enable them. We honor saved choices and Global Privacy Control for advertising. Use Choose preferences in the notice or Cookie preferences at the bottom of any page to change either setting and save. Dismiss only closes the notice. Your saved choices (ss_consent) and notice dismissal (ss_cookie_notice) last six months. Rejecting optional tracking does not prevent a purchase. If you decline analytics, we still keep your order, but do not create a browsing journey for it.

We determine the country using a local copy of the DB-IP country database. This country check does not send your IP address to a lookup service.

Affiliate referrals

With advertising permission, an affiliate link can set our first-party ss_affiliate cookie for up to 30 days. It records a partner identifier and referral time so we can attribute eligible purchases and pay commissions. We honor your advertising choice and Global Privacy Control for this tracking. Partners see anonymous purchase references, dates, eligible amounts and commission status, not your name, email, delivery address or payment details. We retain commission and payout records for accounting and dispute resolution.

Measurement we use, named

  • Google Analytics and Google Ads conversion measurement — standard tools that tell us which pages people visit and whether an ad we paid for led to a purchase. Google measurement follows the regional defaults and your saved cookie settings. You can also block it with an ad blocker; the store still works.
  • With advertising permission, when you complete an order, we send Google hashed copies of your email address and first/last name, plus your ZIP code and country, so it can tell the order came from an ad it showed you. Google calls this "enhanced conversions". Two things worth being straight about: the scrambling happens on our server, so this measurement sends the hash rather than your email address — but Google compares that scrambled value against its own records, so if you have a Google account under the same address, Google can connect this order to it. We use it only to count orders and never send it anywhere else. Blocking Google's script with any ad blocker stops it, and the store works exactly the same.
  • No Facebook pixel and no data brokers. We don't sell or share your information for anyone else's advertising.
  • Product photos are served from our own server, so no image host can profile you.
  • With analytics permission, our own analytics are first-party — the numbers stay with us and are used to run the shop.

What we collect while you browse

Enough to understand what's working on the site, and no more:

  • Pages and products viewed, searches typed, items added to the cart, and orders placed.
  • Your IP address, which we turn into a rough location (country and city) so we can see where our shoppers are. We use ip-api.com for that lookup and it is never done while you're browsing — only later, in batches, when we look at our own dashboard.
  • Your browser and device type (for example "iPhone · Safari"), and which site sent you here.
  • Your language preference, so the site comes back in the same language.

We use this to answer questions like which products get looked at but never bought, or which sizes sell out first. It is genuinely about merchandising, not about you personally.

Chat and AI styling previews

If you start a chat, we keep your messages, the name you provide, and the page path where you asked for help. Our staff receive a Discord alert with that name, page and a private admin link. If you request email follow-up, we keep your email and chat transcript in our support inbox. Please do not share payment details in chat. These support records stay with us until they are no longer needed to handle your request; you can ask us to delete them.

Our support team may use Google Gemini to draft suggested replies from your conversation and relevant order or product details. We remove structured contact, payment and address fields and redact common contact details and private links from the text before requesting a draft. Please avoid putting sensitive information in messages. Staff review and send replies themselves; AI suggestions do not automatically send messages or change orders.

When you request a shoe styling preview, Google Gemini receives the catalog photo and product description with our styling instructions. We do not send it your name, email, chat, or personal photos. Generated previews are shared with other shoppers viewing the same product. They are illustrations, not actual product photos or guarantees of fit.

The essential ss_support cookie lasts seven days and connects you to your own chat and preview requests. We use private, hashed identifiers to limit abuse and generation spending. These features work even if you decline optional analytics and advertising.

What we collect when you buy

  • Your name, email, and shipping address — we need them to ship the order and to email you tracking.
  • We never see your card details. Payment happens on Stripe's own checkout page; your card number never touches our server. Stripe tells us only that the payment succeeded.
  • If you create an account: your name, email, an optional phone number, and your order history. Your password is stored hashed (PBKDF2, 200,000 iterations) — we cannot read it, and neither can anyone who gets hold of the file.

Phone numbers and text messages (SMS)

Updated October 9, 2026. These terms cover sold.supply's text-message programs, operated by Sole City Inc.

Your choice: Providing a phone number at checkout or in your account does not subscribe you to texts. We verify your number and ask for your express consent to the specific program you choose. Consent is optional and is not a condition of purchase. Order updates and product-size alerts have separate opt-ins.

  • Order updates: verification codes you request, then updates about the order you select, including confirmation, preparation, shipping, delivery, stock issues, cancellation, refunds and returns. Message frequency depends on your order.
  • Product-size alerts: an alert when your selected product and size becomes available, plus up to one reminder three days later if it is still available and you have not bought it. An alert does not reserve stock. You can choose confirmed email alerts separately.

Information we collect and use: Your phone number, the order or product and size you subscribe to, your notification preferences and applicable time zone, consent wording and timestamps, verification records, message content and delivery status, and opt-out records. We use this information to provide the updates you requested, manage your preferences, prevent abuse and help with support.

No sale or marketing sharing: We do not sell or rent phone numbers. We do not share mobile information, SMS opt-in data or consent with third parties or affiliates for their marketing or promotional purposes. We use Twilio and telecommunications carriers to deliver texts. Providers acting on our behalf receive the information needed to deliver and support the service, such as your number and message content, not permission to market to you.

Stopping messages: Reply STOP to stop sold.supply texts to your number, or HELP for assistance. You can also contact customerservice@sold.supply. Message and data rates may apply. Restock emails include an unsubscribe link. Stopping texts or stock alerts does not stop essential order emails. See our text-message terms.

Retention and privacy requests: We retain notification, consent and opt-out records as needed to operate these programs, handle support and disputes, and honor your choices and applicable recordkeeping requirements. Opting out does not automatically erase those records; we keep suppression information to avoid texting you again. Contact us to request access, correction or deletion, subject to records we need to retain for these purposes.

The essential ss_notify cookie protects notification forms from cross-site requests.

Cookies and essential storage

  • ss_vid — a random ID so repeat visits count as one person. 1 year.
  • ss_sid — groups one visit together. 30 minutes.
  • ss_acct — keeps you signed in. Only if you have an account.
  • ss_csrf — security; stops other sites submitting forms as you.
  • ss_cart and ss_guest_ok — your cart and your "continue as guest" choice. These live in your browser's storage. Signed-in carts are also saved on our server; cart selections are sent to us when checking price and availability or starting checkout.
  • ss_theme — your light or dark display preference, saved on this device when you use the theme button. It is not sent to us.

None of these are advertising cookies, and none are shared with anyone.

Emails

We email you about your order: confirmation, shipping with tracking, delivery, and refunds. If you tick the newsletter box we'll also send occasional drops — every one has an unsubscribe link, and unsubscribing never affects your order emails. If you leave something in your cart while signed in, we may send one reminder with a discount code.

Google Customer Reviews

After checkout, we offer an optional Google Customer Reviews invitation. To display it, we share your order number, email address, delivery country and estimated delivery date with Google, along with our Merchant Center ID. If you choose Yes, Google may email you after the estimated delivery date to ask about your shopping experience. Participation is optional and does not affect your order, support, returns or eligibility for any discount. This invitation is separate from analytics and advertising cookie choices. Google's Privacy Policy applies to its handling of this information.

Trustpilot review invitations

After delivery, we may share your name, email address and order number with Trustpilot so it can invite you to review your shopping experience. We do not include your shipping address, payment details or private order-status link in that invitation trigger. We may instead email you a link to the public Trustpilot review form ourselves. The public link does not contain your name, email address, order number or private order-status token. Our review emails include an unsubscribe link. We retain your review email preference to honor an opt-out; this does not affect essential order updates. Leaving a review is optional; these invitations do not offer a discount or reward. Trustpilot's Privacy Policy explains how it handles this information.

How long we keep things

  • Orders — kept as long as we're required to for tax and accounting.
  • Analytics — the browsing events above, kept for roughly a year, then aged out.
  • Your account — until you ask us to delete it.

Your choices

Email customerservice@sold.supply and we'll:

  • send you a copy of what we hold about you,
  • correct anything wrong,
  • or delete your account and personal details (we keep the bare order record where the law requires it).

You can also clear the cookies above in your browser at any time — the site keeps working, it just stops recognising you between visits.

Children

This shop isn't aimed at children under 13 and we don't knowingly collect their information.

Changes

If we change how any of this works, we'll change this page. Questions about any of it? Email customerservice@sold.supply — a person reads it.