Privacy Policy
Last updated 9 Oct 2026
Your privacy matters to us. This policy explains in plain language what data we collect when you use the Shaam website and apps, why we collect it, who we share it with and how you stay in control.
You can manage most privacy settings yourself on the Privacy page and in the preference centre.
Who we are and who controls your data
Shaam (Shaam Store) is a Syrian online marketplace operating from Al-Marjeh Square, Damascus, Syria. We are responsible for the personal data we collect through our website and apps, and we decide how and why it is used.
Independent sellers also sell on Shaam. When you buy from a seller, that seller receives only the data needed to prepare your order and must use it for that purpose only.
For any privacy question, email us at [email protected].
Data we collect
Data you give us
- Account: name, email, phone number, password (stored hashed — we cannot read it) and, if you choose to add it, your birthday.
- Addresses: delivery addresses and contact numbers. If you tap “Use my current location” we save a precise map pin and turn it into a readable address using OpenStreetMap Nominatim through our own servers (the service sees our servers, not your device).
- Profile photo (optional): resized when you upload it; you can remove it at any time.
- Orders and payments: what you bought, amounts, the payment method, and any receipts or transaction numbers you upload as proof of an e-wallet payment. We never store bank card numbers and never ask for your wallet PIN.
- Return requests: the reason, details and the photos you upload of the item, its packaging and labels.
- Reviews and Q&A: ratings, photos, questions and answers you post on product pages.
- Support chat: your messages in live chat with our AI assistant, which answers first, and with our human agents, and the full transcript.
- Ask Shaam: your messages to our AI shopping assistant.
- Search by photo: the picture you upload to find similar products.
- Interests: the categories and topics you pick to tailor “For you”.
Data we collect automatically
- Browsing and interactions: products you view, search for, add to your cart or wishlist, and your recently viewed items, so we can suggest relevant products.
- Device and technical data: IP address, device, browser and operating system type, language, and a random visitor id kept in your browser’s local storage.
- Push tokens: if you allow notifications, the token for your browser or app so we can deliver them.
- Consent records: when and how you agreed to, or withdrew from, marketing messages.
Data that is not about you
The live location on the tracking map is the courier’s location during delivery, not yours. We do not track your location.
Why we use your data and on what basis
| Purpose | Legal basis |
|---|---|
| Creating and running your account, fulfilling and delivering orders, handling payments, returns and refunds, and contacting you about your orders | Performing our contract with you |
| Customer support by chat, email and phone | Contract, and our legitimate interest in serving customers well |
| Personalising the home page, suggestions and “For you” | Our legitimate interests — you can object and turn it off at any time |
| Marketing by email, push, WhatsApp and SMS | Your consent, which you can withdraw at any time |
| Analytics tools (such as Google Tag Manager) | Your consent |
| Preventing fraud, protecting accounts, verifying large orders and keeping the site secure | Our and your legitimate interests |
| Keeping invoices and accounting records and responding to lawful requests | Legal obligation |
Personalisation and recommendations
We use what you viewed, searched for and bought, plus the interests you picked, to show products you may like in “For you”, “Recently viewed” and suggestions across the site. This happens automatically inside our systems and is never used to make decisions that affect your rights or the prices you see.
- Change your interests at any time with the interests picker.
- Turn personalisation off or clear your browsing history on the Privacy page. You will then see general suggestions that are not based on your activity.
Live chat and AI assistants
- Support chat: an AI assistant answers common questions first, using our store information and your orders, and you can ask for a human agent at any time. We keep the transcript to follow up on your request and improve our service.
- Ask Shaam: your messages are sent to an AI service provider to generate the answer and are not kept for more than 24 hours.
- Search by photo: we use the picture only to run the search; it is not added to your profile and is not kept longer than needed to complete the search.
Please do not share passwords, PINs or sensitive details that are not needed in any chat.
Marketing messages and consent
We only send offers and marketing by email, web push, app push, WhatsApp or SMS after you have agreed to each channel.
- Choose your channels and how often you hear from us in the preference centre.
- Every marketing email contains a one-click unsubscribe link.
- We keep a record of your consent or withdrawal to prove we respect your choice.
Even if you unsubscribe, we will still send necessary service messages, such as order confirmations, delivery and refund updates and account security alerts.
Cookies and local storage
We use cookies and your browser’s local storage as follows:
| Category | Examples | Purpose | Needs your consent? |
|---|---|---|---|
| Essential | Session and sign-in cookie, cart, request-forgery protection | Running the site, keeping you signed in, saving your cart | No |
| Preferences | Language, display currency | Remembering your choices | No |
| Referral | Referral cookie lasting 30 days | Crediting the friend who invited you | No |
| Visitor id | Random id in local storage | Basic visit statistics, “Recently viewed” and personalisation | No (you can clear it in your browser) |
| Analytics | Google Tag Manager and measurement tools | Understanding and improving how the site is used | Yes — only runs after you consent |
You can delete cookies and local storage in your browser settings, but blocking essential ones may stop sign-in or checkout from working.
Push notifications
We only send browser or app notifications if you grant permission in your browser or device. We use them for order updates, the price alerts you asked for and, if you agreed, offers.
- Choose which notifications you get in notification settings and the preference centre.
- Review and remove registered devices on the Devices page.
- You can also revoke permission at any time in your browser or phone settings.
Your location
We only access your location when you tap “Use my current location” while adding an address, and only after your browser asks for your permission. We save the pin with the address to help the courier find you; you can change or delete it along with the address.
We do not track your location in the background and do not use it for anything else.
Who we share data with
We do not sell your personal data. We share only what is needed with:
- Sellers: the order details they need to prepare your order.
- Couriers and delivery partners: your name, phone number, address, location pin, order details and any amount to collect on delivery.
- E-wallet providers and banks: what is needed to verify your payment or send a refund.
- OpenStreetMap Nominatim: only the coordinates to turn into an address, via our servers.
- Our AI service provider: chat and Ask Shaam messages, to generate answers.
- Hosting, email and notification providers: to run our services, acting on our instructions.
- Authorities: when the law requires it, or to protect our rights, other people’s safety or to prevent fraud.
Transfers outside Syria
Some of the service providers we rely on (such as hosting, email, notifications, AI and maps) operate outside Syria, so some of your data may be processed in other countries. We choose reputable providers, send them as little data as possible and require them to protect it.
How long we keep data
| Data | How long |
|---|---|
| Account data and addresses | As long as your account exists; deleted when you delete it |
| Orders, invoices and accounting records | As long as the law requires for accounting, up to 7 years, even after account deletion |
| Support chat transcripts | Up to 24 months |
| Ask Shaam conversations | No more than 24 hours |
| Browsing and interaction data | Up to 12 months, or until you clear it |
| Return request photos | Until the return is closed, plus 12 months |
| Marketing consent records | While your consent lasts and afterwards as long as needed to prove we respected your choice |
| Payment proofs (receipts, transaction numbers) | With the order record, for accounting |
Security
We protect your data with reasonable technical and organisational measures, including encrypted connections (HTTPS), hashed passwords, need-to-know staff access and monitoring of suspicious sign-ins. No system is completely secure, so please use a strong password that is unique to Shaam and never share it. Our staff will never ask for your password or PIN.
Your rights
You have the right to:
- Access and download: download a copy of your data on the Privacy page.
- Correct: edit your details and addresses in your account.
- Delete: delete your account on the Privacy page. We erase your personal data and keep only what the law requires, such as order records for accounting.
- Object to personalisation: turn off tailored suggestions and clear your history.
- Withdraw consent: to marketing or analytics at any time, without affecting what happened before.
- Complain: contact us first so we can put things right; you may also turn to the competent authorities under the applicable laws of the Syrian Arab Republic.
For any other request, email [email protected]. We may need to verify your identity first, and we reply within 30 days at most.
Children
You must be 18 or older to place an order on Shaam. Our services are not directed at children under 13 and we do not knowingly collect their data. If you believe a child has given us their data, contact us and we will delete it.
Changes to this policy
We may update this policy when our services or legal requirements change. We will change the “Last updated” date at the top of this page and tell you about significant changes on the site or by email before they take effect.
Contact us
- Email: [email protected]
- WhatsApp: +963 998 479 353
- Phone: 011 74226 (SHAAM)
- Live chat: Help & chat
- Contact form: Contact page
- Address: Al-Marjeh Square, Damascus, Syria
- Official website: shaamstore.sy
Questions about this policy?
Our team is happy to explain anything here.
Team: Sat–Thu, 9 am – 9 pm (Damascus)
