Privacy policy
Last updated: 27 September 2026
Filament Fabrics & More (FFM)
Filament Fabrics & More Pvt Ltd (“FFM”, “we”, “us”) operates filament.co.in and handles enquiries, orders and customer service through the website, email, WhatsApp and other channels. This Privacy Policy explains what personal information we collect, how we use and share it, and how you can contact us about it. It applies to customers, website visitors and people who contact us about FFM Studio, bulk orders or FFM Impact projects.
1. Information we collect
1.1 Information you provide. When you enquire, create an account, place an order or request a repair, we may collect your name, phone number, email address, pickup and delivery addresses, order details, payment status, correspondence and the information needed to resolve a service request. For a business enquiry, this may also include your organisation, role and project requirements.
1.2 Garment details, notes and images. If you send us denim or another textile, we may record photographs of the garment, the parcel, its condition and the finished product. You may also choose to provide a note about the garment, a design preference or a detail you would like us to preserve. Please share only information relevant to the order; you do not need to tell us a personal story to buy a product. Remove personal belongings and sensitive information from garments before sending them.
1.3 Transactions. We receive information about your selected payment method, transaction status, amount paid, refunds and payment or courier reference numbers. Online card or UPI payments are handled through the payment options offered at checkout. We do not ask you to send complete card details or payment credentials by email or messaging platforms like WhatsApp. External messaging channels operate under their own provider terms and privacy policies.
1.4 Website and device information. Our website and the services used to operate it may collect technical information such as your IP address, browser, device information, pages viewed, referral source and interactions with the site, using cookies or similar technologies. The tools in use may change over time; the cookie choices shown on the website, where available, provide additional information and controls.
1.5 Information from others. We may receive order, payment, delivery and enquiry information from our website platform, payment providers, logistics partners, social-media platforms or a person who contacts us on your behalf. For a corporate or FFM Impact project, an organisation may give us the work contact details of its representative or participants where needed for the agreed project.
2. How we use information
2.1 We use relevant information to respond to enquiries; accept and manage orders; arrange garment pickup and product delivery; assess and make a product; process payments and refunds; provide tracking, repair and customer support; and maintain records of our dealings with you.
2.2 We use garment photographs and order notes to understand your instructions, document the material received, support quality control, and handle questions or disputes about an order. An optional personal note is used solely for your order; providing one does not give us permission to publish your story.
2.3 We may use transaction and contact records to prevent fraud, maintain the security of our business, meet accounting and tax obligations, respond to legal requests, and establish or defend a claim.
2.4 If you separately choose to receive promotional messages, we may contact you about FFM products, offers and updates through the channels you selected. You may opt out by using an unsubscribe option, replying to the message where available, or emailing info@filament.co.in. We may still send messages needed to service an existing order.
2.5 We may use aggregated or de-identified information to understand demand, improve our products and website, and describe textile diversion or other project outcomes. We will not present an identifiable customer story or individual garment note as an impact case study without separate permission.
3. Product photographs and customer stories
3.1 FFM may photograph garments and finished products for workshop records, quality checks and examples of its work. We may publish non-identifying product photographs on our website, in catalogues or on social media unless you email info@filament.co.in with your order number and ask us not to do so. Please send that request as early as possible, preferably when placing the order. We will record it against the order and refrain from future publication of the relevant images.
3.2 We will not intentionally publish your name, contact details, private order note, personal story or other identifying information alongside a product image without separate permission. If you have a specific concern about a name, label, uniform insignia or other identifying feature visible on the garment, tell us when ordering or before sending it.
3.3 If you withdraw permission for an identifiable story or request the removal of an image already published by FFM, contact us. We will review and, where appropriate, remove content from channels we control. Copies already shared or stored by other people or platforms may remain outside our control.
3.4 Use of an organisation's name, logo, employee story or identifiable project photographs for an FFM Impact or bulk-order case study will be agreed separately with that organisation and, where relevant, the individuals concerned.
4. When we share information
4.1 Service providers. We share only the information reasonably needed with providers who help us operate the website, process payments, communicate with customers, manage orders, produce goods, or provide pickup and delivery. A courier, for example, needs a name, address, phone number and parcel details to complete a pickup or delivery. Providers may process information under their own privacy terms as well as their arrangements with us.
4.2 Business projects. For an agreed bulk order or FFM Impact project, we may share information with the relevant organisation and project partners to the extent needed to coordinate collection, production and delivery, subject to the project arrangements and applicable law.
4.3 Legal and business needs. We may disclose information when required by law, in response to a valid legal process, to address fraud or security incidents, or in connection with a genuine business restructuring, subject to applicable safeguards.
4.4 We do not sell customer contact lists. We do not give a courier or production partner permission to use customer details for its own unrelated marketing.
5. Cookies and website services
5.1 Essential cookies or similar technologies help the store function, including the cart, checkout and account features. Other technologies may help us understand site usage or measure promotions if those features are enabled on our store.
5.2 You can manage cookies through your browser and any privacy or cookie controls displayed on the website. Blocking essential cookies may prevent some store features from working. Third-party services reached through links on our site have their own privacy practices.
6. Storage, security and retention
6.1 We take reasonable steps to restrict access to personal information and protect it against unauthorised access, loss or misuse. No website, email service or messaging platform can guarantee absolute security. Please do not send card numbers, passwords, identity documents or other sensitive information through ordinary messages unless we have specifically requested a secure method for a necessary purpose.
6.2 We keep information for as long as it is reasonably needed to complete an order, provide repairs or support, maintain appropriate transaction records, resolve a dispute, or meet a legal obligation. Retention periods can differ by record and purpose. When information is no longer needed, we will delete, anonymise or securely archive it as appropriate, subject to legal or operational requirements.
6.3 Our website and communication providers may process or store information in locations outside India. Where this occurs, we work with the relevant providers and handle transfers in accordance with applicable requirements. We do not promise that all customer data stays in India.
7. Your choices and statutory rights
7.1 Under applicable law, including the Digital Personal Data Protection Act, you may email info@filament.co.in to request access to the personal data we hold about you, request a correction or deletion, withdraw an optional consent choice, nominate a representative in the event of death or incapacity, raise a privacy grievance, or inform us that you do not want non-identifying product photographs published. Please include enough information for us to identify the relevant account or order. We may need to verify a request before acting on it.
7.2 We will consider and respond to requests in accordance with applicable law. Some information may need to be retained to fulfil an existing order, comply with accounting or statutory duties, or handle an unresolved claim. Withdrawal of an optional choice does not undo processing already completed prior to the withdrawal.
7.3 If an organisation supplied your details for a bulk or FFM Impact project, you may contact either the organisation or FFM about those details. We will coordinate as appropriate to address a request relating to our part of the project.
8. Children
Our website is intended for adults making purchase decisions. We do not knowingly collect personal data from or direct our services to individuals under 18 years of age without verifiable parental or guardian consent. If we discover that personal data of a minor has been submitted without required parental involvement, we will take prompt steps to review and delete that data upon notice. Contact us at info@filament.co.in if you believe this has occurred.
9. Changes to this Policy
We may update this Privacy Policy when our services, providers or legal obligations change. The current version and its effective date will be posted on filament.co.in. A material change to how we use information already collected will be handled in accordance with applicable law.
10. Contact, Grievance Officer and Complaints
If you have questions, statutory requests, or grievances regarding this Privacy Policy or our handling of your personal data, you may contact our designated Grievance Officer:
- Attn: Grievance Officer
- Entity: Filament Fabrics & More Pvt Ltd
- Email: info@filament.co.in (Please write “Privacy Request / Grievance” in the subject line)
- Registered Address: Kangra District, Himachal Pradesh, India
- Website: filament.co.in
Please include your full name, contact details, and the relevant order number if applicable. We will review your grievance and respond within the timeframe prescribed by applicable law. If a grievance remains unresolved, you may have the right to lodge a complaint with the Data Protection Board of India.