Privacy Policy

The personal information we collect depends on how you interact with us and may include:

• Contact information, such as your name, email address, telephone number and billing or delivery address.
• Order information, including products purchased, order history, delivery details and payment confirmation.
• Account information, including information associated with your customer account and account activity.
• Shopping activity, such as products viewed, searches, cart activity and interactions with our website.
• Marketing preferences, including whether you have subscribed to email or SMS marketing and your interactions with those communications.
• Customer service information, including information you provide when contacting us about an order, product, return or other enquiry.
• Reviews and other content you choose to submit to us.
• Technical and usage information, such as your IP address, browser, device information and interactions with our website.

We may collect personal information:

• directly from you when you place an order, create an account, contact us or subscribe to marketing;
• automatically through cookies, pixels and similar technologies when you use our website;
• from service providers that help us operate our website, process payments, fulfil orders, provide customer support or deliver marketing;
• from advertising, analytics and affiliate partners where permitted by law and subject to your applicable privacy choices.

We may use your personal information to:

• Process and fulfil orders, including payments, delivery, returns, refunds and exchanges.
• Provide customer service and respond to enquiries.
• Operate and improve our website, products and customer experience.
• Manage customer accounts and order histories.
• Send marketing communications where you have consented or where otherwise permitted by applicable law.
• Measure marketing and advertising performance and understand how customers interact with our website.
• Operate our affiliate programme and attribute eligible transactions to affiliate partners.
• Prevent fraud and protect our business, customers, website and systems.
• Meet our legal, accounting, tax and regulatory obligations.

If you choose to receive marketing from us, we may contact you by email or, where available and where you have opted in, by SMS.

We currently use Klaviyo to help manage certain marketing communications and customer marketing preferences.

Where you have opted in to SMS marketing, we may send promotional messages, product updates, restock notifications and cart reminders. We may use information about your shopping basket, together with cookies and similar technologies, to identify when a basket has been abandoned and determine when to send a cart reminder by text.

You can unsubscribe from email marketing using the unsubscribe link included in our marketing emails. Where SMS marketing is used, you can opt out using the unsubscribe or opt-out method provided in the message.

Withdrawing consent from marketing does not affect transactional communications that we may need to send about your orders, account or customer service enquiries.

We use cookies and similar technologies to operate our website, remember preferences, understand how visitors use our Site, measure performance and, where permitted, support advertising and marketing.

Some cookies are necessary for our website to function. Other cookies, including certain analytics and advertising cookies, are used subject to applicable consent requirements.

Our technology and marketing providers may include Shopify, Google and other providers used to operate, analyse and promote our online store.

You can manage available cookie and privacy preferences through the controls provided on our website and through your browser or device settings.

Ella & Faith London operates an affiliate programme through Awin. Where you visit our website through an approved affiliate link, cookies or similar technologies may be used to identify the referring publisher and attribute an eligible transaction to that publisher.

Information used for affiliate attribution may include technical and transaction-related information necessary to measure referrals and calculate commission. The use of non-essential tracking technologies is subject to applicable privacy and consent requirements.

We may share personal information with trusted organisations where necessary to operate our business and provide our services. These may include:

• Shopify, which provides our ecommerce platform;
• payment providers used to securely process transactions;
• delivery and logistics providers used to fulfil orders;
• Klaviyo, where used to manage marketing communications;
• Awin, where necessary to operate and measure our affiliate programme;
• analytics and advertising providers, including Google services where used;
• IT, email, security, hosting and other technology providers;
• professional advisers, accountants and other providers where necessary for legitimate business or legal purposes;
• government, regulatory or law-enforcement authorities where disclosure is required by law.

We do not disclose personal information to third parties simply for them to use for their own unrelated marketing purposes.

Text messaging opt-in data and consent will not be shared with non-affiliated third parties for their own marketing purposes.

Payments are processed through secure third-party payment providers available through our online store. Ella & Faith London does not ordinarily receive or store your complete payment card details.

The payment methods available to you may vary depending on your location and the options displayed at checkout.

If you choose to submit a product review, photograph or other content for publication, some of that information may become publicly visible.

Please avoid including personal information in public content that you do not wish others to see.

Our website may contain links to websites or services operated by other organisations. Their privacy practices are governed by their own policies, and we encourage you to review those policies before providing personal information.

Our website and services are not directed at children, and we do not knowingly collect personal information from children where parental or guardian consent would be required by applicable law.

If you believe personal information relating to a child has been provided to us inappropriately, please contact us.

We use appropriate technical and organisational measures designed to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

However, no online service or method of electronic storage can be guaranteed to be completely secure.

We retain personal information for as long as reasonably necessary for the purposes for which it was collected, including providing our services and meeting legal, accounting, tax, fraud-prevention and regulatory requirements.

Different types of information may therefore be retained for different periods.

Depending on where you live, you may have rights in relation to your personal information. These may include the right to:

• request access to personal information we hold about you;
• request correction of inaccurate or incomplete information;
• request deletion of your personal information in certain circumstances;
• request restriction of certain processing;
• object to certain processing;
• receive certain information in a portable format;
• withdraw consent where processing is based on consent;
• object to or manage certain direct marketing;
• make a complaint to the relevant data protection authority.

These rights may be subject to legal limitations or exemptions depending on your location and the circumstances of the request.

To exercise your privacy rights, contact us using the details below. We may need to verify your identity before completing certain requests.

Some of our service providers operate internationally. As a result, personal information may be processed in countries outside the United Kingdom.

Where required, appropriate safeguards are used for international transfers of personal information in accordance with applicable data protection law.

If you have concerns about how we use your personal information, please contact us first so that we have an opportunity to address your concerns.

If you are in the United Kingdom, you also have the right to complain to the Information Commissioner's Office (ICO). Customers outside the UK may also have the right to contact their local data protection authority.

We may update this Privacy Notice from time to time to reflect changes to our business, services, technology or legal and regulatory requirements.

When we make changes, we will update the “Last updated” date above and take any additional steps required by applicable law.

Ella & Faith London Ltd is the data controller responsible for personal information processed through our business.

For privacy questions or to exercise your data protection rights, please contact us at service@ellaandfaithlondon.com.