Personalization Policy
Personalization is at the heart of many Velvear pieces. This policy explains how we handle the images, names, messages, designs, and other content you share with us when creating something personal.
Effective: 5 August 2026
Your Personalization Content
When you send us a photo, name, message, design, artwork, or other personalization content, we ask that it is something you are allowed to use and share.
To help keep Velvear a safe and respectful place, we may not be able to accept content that is unlawful, harmful, abusive, deceptive, infringes someone else's rights, or is otherwise unsuitable for production.
If we ever need to decline a personalization request, we will aim to handle it fairly and communicate with you where appropriate.
How We Use What You Send Us
When you submit personalization content and place your order, you allow Velvear and any trusted production or fulfilment partner involved in your order to use that content only when needed to create and support your piece.
This may include:
- Reviewing your personalization request.
- Preparing your image, text, or design for production.
- Creating your personalized product.
- Checking that the finished personalization matches your order.
- Fulfilling and delivering your order.
- Helping you with customer support.
- Reviewing a warranty request, quality concern, dispute, or other issue connected to your order.
Your personalization content will not be used for unrelated advertising, marketing, or promotional purposes unless you separately give us permission.
Preparing Your Images for Personalization
To create the best possible result, your image may need some technical preparation before production.
For example, a file may be resized, compressed, converted, or adjusted for compatibility with our website, storage systems, or production equipment.
These technical changes do not change the purpose of your image, but the prepared file may not retain every technical detail of the original upload.
For the best result, we recommend uploading the clearest and highest-quality image you have available.
Keeping Your Files Private
Your personalization files are treated as private and are not intended to be publicly accessible.
Access is limited to Velvear and any trusted service, fulfilment, or production provider that genuinely needs the file to create, check, deliver, or support your order.
Your personalization file may also be stored separately from information such as your order details, payment records, account information, or consent records.
How Long We Keep Personalization Files
We keep personalization files only for as long as they are reasonably useful for completing and supporting your order.
This may include time needed for:
- Production.
- Quality checks.
- Fulfilment.
- Customer support.
- Warranty or quality concerns.
- Payment disputes or chargebacks.
- Fraud prevention.
- Legal, accounting, or operational requirements.
While an order is still active, or while a file is reasonably needed to help resolve an order-related issue, immediate deletion may not always be possible.
Downloading or Deleting Your Files
Where this feature is available, you may be able to download or request deletion of eligible personalization files after your order has reached a completed or other eligible final status.
Velvear may also automatically remove eligible personalization files after the applicable retention period.
Deleting a personalization image or file does not necessarily remove other records connected to your purchase. For example, we may still need to keep:
- Your order record.
- Payment or financial records.
- Consent records.
- Transaction history.
- Security or audit records.
- Information we are required or reasonably permitted to keep for accounting, fraud prevention, customer support, or dispute resolution.
These records help us keep your order history accurate and operate Velvear safely and responsibly.
Want Us to Delete a Personalization File?
If you would like us to review whether a personalization file can be deleted, simply contact us through our Contact Us page.
To protect your privacy, we may ask you to confirm your identity or provide your order information before processing the request.
Need Help?
If you have any questions about your personalization images, files, or how they are handled, we are happy to help.
For questions about an existing order, including your order number will help us assist you more quickly.
View all policies and current operational information
Business and policy contact
Velvear
Jakarta, Indonesia