Privacy policy

Privacy Policy

Last updated: 6 October 2026

1. Who We Are

This website, mustelauae.com, is operated by Al Shabak General Trading CO. L.L.C., trading online as Mustela UAE ("Mustela UAE", "we", "us" or "our"), located at:

Warehouse No. 1, Behind Residential Oasis Building, Al Qusais Industrial Area 2, Dubai, United Arab Emirates

Trade Licence No.: 200073

We are the controller of the personal data described in this Privacy Policy.

Our store is powered by Shopify, which enables us to provide our website, online store and related services to you.

This Privacy Policy explains how we collect, use, store and disclose your personal data when you visit or purchase from our website, contact us or otherwise use our services (the "Services").

This Privacy Policy is intended to comply with Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (PDPL) and other applicable laws of the United Arab Emirates.

If there is a conflict between our Terms & Conditions and this Privacy Policy in relation to the collection or processing of personal data, this Privacy Policy will apply.

By using the Services, you acknowledge that you have read this Privacy Policy.

Where applicable law requires your consent, including for certain marketing communications or non-essential cookies, we will request your consent separately. You may withdraw your consent at any time.

2. Personal Data We Collect

"Personal data" means information that identifies you or can reasonably be linked to you.

Depending on how you use the Services, we may collect the following information:

Contact Details

Your name, billing address, delivery address, phone number, email address and location or area information required for delivery.

Payment Information

Your payment method, payment confirmation and transaction information.

Full payment card numbers are handled by our payment service providers. We do not store complete card details.

Account Information

Your username, password, account preferences and settings.

Order Information

Information about products you view, add to your cart or wishlist, purchase, return or cancel, together with related invoices and VAT information.

Communications

Information contained in messages you send to us, including customer-support enquiries and, where applicable, telephone or WhatsApp communications.

Device and Usage Information

Your IP address, browser information, device identifiers and information about how you access and navigate our website.

Product-Reaction and Skin-Concern Information

If you report a product reaction or provide information about a skin condition affecting you or your child, including photographs, this information may constitute health-related or sensitive personal data.

We process such information only where appropriate and, where required, with your explicit consent.

We use this information to:

  • respond to your enquiry;

  • investigate product-related concerns;

  • comply with product-safety obligations; and

  • help improve product safety.

Please provide only the information that is reasonably necessary for us to handle your enquiry.

3. Where We Obtain Personal Data

We may collect personal data:

  • directly from you when you place an order, create an account, complete a form or contact us;

  • automatically from your device through cookies and similar technologies;

  • from service providers working on our behalf, including Shopify, payment providers and delivery providers; and

  • from partners or other third parties where permitted by law.

4. How and Why We Use Your Personal Data

We may use your personal data for the following purposes.

Providing Our Services

We use your information to:

  • process payments;

  • process, fulfil and deliver orders;

  • manage your account;

  • provide customer service;

  • handle cancellations, returns and refunds;

  • communicate with you about your order; and

  • issue VAT-compliant invoices.

We process this information where necessary to perform our contract with you and to meet our legal obligations.

Marketing and Advertising

We may send marketing communications by email, SMS or WhatsApp and may use information for personalised advertising only where you have opted in or where otherwise permitted by applicable UAE law.

You may withdraw your consent at any time using the unsubscribe option included in our marketing communications or by contacting us.

Withdrawing from marketing communications will not prevent us from sending necessary service-related communications, such as information about your orders.

Security and Fraud Prevention

We use personal data to protect accounts, secure transactions and payments, prevent fraud and identify potentially unlawful or malicious activity.

Customer Support and Product Safety

We use personal data to respond to enquiries and provide customer support.

Where required, information relating to adverse product reactions may also be provided to the relevant manufacturer or competent UAE authorities for product-safety purposes.

Legal and Regulatory Requirements

We may process personal data where necessary to:

  • comply with UAE laws and regulations;

  • meet accounting, taxation and record-keeping requirements;

  • respond to lawful requests from competent authorities; and

  • establish, exercise or defend legal claims.

5. Cookies and Similar Technologies

We use cookies and similar technologies to operate our website.

Some cookies are essential for functions such as:

  • shopping carts;

  • checkout;

  • account authentication; and

  • website security.

With your consent, we may also use analytics, advertising or other non-essential cookies.

Where available, you may accept, reject or change your cookie preferences through our cookie-consent banner.

You may also control cookies through your browser settings.

Please note that disabling essential cookies may affect certain website functions, including checkout.

6. Who We Share Personal Data With

We share personal data only where reasonably necessary and in accordance with this Privacy Policy.

We may share personal data with:

  • Shopify and other providers supporting our website;

  • payment processors;

  • delivery and fulfilment providers;

  • analytics providers;

  • customer-support providers;

  • IT, cloud-hosting and storage providers;

  • marketing and advertising providers where you have provided the necessary consent;

  • our affiliates, including Laboratoires Expanscience and its group companies, where necessary for product-safety, quality-control or customer-service matters;

  • third parties where you specifically request or authorise us to share information;

  • advisers or relevant parties involved in a merger, acquisition, restructuring or similar business transaction; and

  • courts, regulators, tax authorities, law-enforcement bodies or other competent authorities where disclosure is required by law.

Third-party marketing or advertising providers may process information in accordance with their own privacy policies.

We do not sell your personal data.

7. Relationship With Shopify

Our Services are hosted and supported by Shopify.

Shopify collects and processes certain information relating to your access to and use of the Services in order to provide its platform and related functionality.

Information submitted through our website may therefore be transmitted to Shopify and other service providers, including providers located outside the UAE.

Shopify may also process certain information for its own purposes, including features that operate across Shopify merchants. Shopify is responsible for its own processing activities.

You can learn more through the Shopify Consumer Privacy Policy:

https://www.shopify.com/legal/privacy/app-users

You can also use the Shopify Privacy Portal at:

https://privacy.shopify.com/en

8. Transfers Outside the UAE

Some of our service providers, including Shopify, may store or process personal data outside the United Arab Emirates.

Where personal data is transferred outside the UAE, we take appropriate steps to ensure that the transfer is carried out in accordance with the UAE PDPL and other applicable laws.

Depending on the circumstances, this may include transfers:

  • to countries recognised as providing an adequate level of data protection;

  • under contractual or other appropriate safeguards;

  • where another lawful transfer mechanism applies; or

  • with your consent where consent is required by law.

9. Children's Data

Our Services are intended for adults, including parents and caregivers.

We do not knowingly collect personal data directly from children under the age of 18.

If you provide information concerning your child, including information about a skin concern or product reaction, you confirm that you are the child's parent or legal guardian or are otherwise authorised to provide that information.

If you believe a child has provided personal data directly to us without appropriate authorisation, please contact us so that we can review and, where appropriate, delete the information.

10. Security, Data Breaches and Retention

No online system is completely secure. However, we use reasonable technical and organisational measures designed to protect personal data against unauthorised access, loss, misuse, alteration or disclosure.

Information sent using unsecured communication channels may be at risk, so please avoid sending unnecessary confidential information.

Where a personal-data breach occurs, we will take appropriate action and notify the relevant UAE authorities and affected individuals where required by applicable law.

We retain personal data only for as long as reasonably necessary for the purposes described in this Privacy Policy, including to:

  • maintain your account;

  • fulfil orders;

  • resolve disputes;

  • meet accounting and tax requirements; and

  • comply with legal obligations.

Invoices, transaction records and tax records will be retained for the period required under applicable UAE tax, accounting and commercial laws.

Personal data used solely for consent-based marketing will be retained until you withdraw your consent or until retention is no longer reasonably necessary.

11. Your Rights

Subject to the UAE PDPL and any applicable exceptions, you may have rights relating to your personal data, including the right to:

  • request access to or information about personal data we hold about you;

  • request correction of inaccurate or incomplete personal data;

  • request deletion or erasure of personal data where permitted by law;

  • request restriction or suspension of certain processing;

  • object to or request the stopping of certain processing, including direct marketing;

  • object to certain automated processing or profiling where applicable;

  • receive certain personal data in a structured and usable format and request its transfer where technically feasible; and

  • withdraw your consent at any time where processing is based on consent.

Withdrawal of consent does not affect the lawfulness of processing carried out before consent was withdrawn.

To exercise your rights, please contact:

support@mustelauae.com

We may ask you to verify your identity before processing your request.

We will respond without undue delay and within any period required by applicable law.

These rights are not absolute. In some cases, we may be permitted or required to retain information, including where records must be maintained for tax, accounting, regulatory or legal purposes.

12. Complaints

If you have concerns about how we collect or process your personal data, please contact us first so that we can try to resolve the issue.

You may also have the right to submit a complaint to the UAE Data Office or another competent UAE authority in accordance with applicable law.

13. Third-Party Websites

Our Services may contain links to websites, applications or services operated by third parties.

We do not control and are not responsible for the privacy practices, security or content of those third parties.

We recommend reviewing the privacy policies of any third-party websites or services you use.

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our Services, business practices, legal requirements or regulatory requirements.

When we update the Privacy Policy, we will publish the revised version on this website and update the "Last updated" date.

Where applicable law requires us to provide additional notice or obtain fresh consent, we will do so.

15. Contact Us

If you have questions about this Privacy Policy, our privacy practices or would like to exercise your data-protection rights, please contact:

Mustela UAE
Al Shabak General Trading CO. L.L.C.
Warehouse No. 1, Behind Residential Oasis Building
Al Qusais Industrial Area 2
Dubai, United Arab Emirates

Email: support@mustelauae.com
Phone: +971 800 4100
Trade Licence No.: 200073