1. Who We Are & Our Commitment

London Houseware acts as the Data Controller for any personal information collected via our website, in-store interactions, or customer support channels. We fully comply with the UK GDPR, Data Protection Act 2018, and Privacy and Electronic Communications Regulations (PECR).

🏢 Company details:
London Houseware
Vintage House, 36–37 Albert Embankment, London, SE1 7TL
📧 support@londonhouseware.com · 📞 020 7870 3456
For data privacy matters, please contact us using the same email (subject: “Data Privacy”).

We believe in complete transparency. This Privacy Policy explains what personal data we collect, why we collect it, how we store it, and the rights you have over your information. We never sell your data to third parties.

2. Information We Collect

📋 Personal data you provide

  • Full name & billing/shipping address
  • Email address & phone number
  • Order history & product preferences
  • Payment information (processed via PCI-DSS compliant partners)
  • Account login credentials (if you create an account)
  • Communications with our support team

💻 Automatically collected data

  • IP address & approximate geolocation
  • Browser type, version & operating system
  • Device identifiers & cookies
  • Browsing behaviour, referral source, pages visited
  • Session logs for security & performance

Sensitive data: We do not intentionally collect special categories of data (health, biometric, political opinions). If necessary for delivery assistance (e.g., accessibility needs), we will obtain explicit consent.

3. How We Collect & Lawful Basis for Processing

Your information is collected when you place an order, create an account, sign up for our newsletter, contact customer service, or interact with our website via cookies. We rely on the following lawful bases:

  • Contractual necessity: to fulfil orders, process payments, and arrange deliveries.
  • Legal obligation: to comply with tax, accounting, consumer law, or regulatory requests.
  • Legitimate interests: to improve our services, prevent fraud, analyse site performance, and provide tailored customer support.
  • Consent: for marketing communications, optional cookies, and specific data processing activities (you can withdraw anytime).

✅ We never process your data for incompatible purposes

4. How We Use Your Information

📦 Order & delivery management

  • Process your purchases and provide order confirmations
  • Coordinate with couriers (DPD, APC, Royal Mail, our local fleet)
  • Send delivery updates, tracking links, and after-sales support
  • Handle returns, refunds, and warranty claims

🎯 Marketing & personalisation (opt-in)

  • Send promotional offers, new arrivals, and loyalty benefits
  • Personalise your website experience based on browsing history
  • Conduct surveys & reviews to improve our service

You can unsubscribe via any marketing email or by contacting us.

🔧 Security, analytics & service improvement

  • Monitor fraudulent transactions, prevent security breaches
  • Analyse website performance & customer journey (Google Analytics, Shopify analytics)
  • Develop new features and inventory planning

5. Data Sharing & Third Parties

We share your personal information only with trusted partners essential to our operations:

  • Delivery & logistics partners: DPD, APC, FedEx, Royal Mail, and local courier services.
  • Payment processors: Stripe, PayPal, Shopify Payments — your card data is never stored on our servers.
  • IT and cloud services: Shopify, email marketing tools, and customer support software.
  • Professional advisors: legal, accounting, or auditing services when required by law.

🚫 We DO NOT sell or rent your personal data to any third party for their own marketing.

All third-party recipients are contractually obligated to maintain confidentiality and comply with UK data protection laws.

6. International Data Transfers

Some of our service providers may process data outside the United Kingdom or European Economic Area. When we transfer your data internationally, we implement appropriate safeguards such as Standard Contractual Clauses (SCCs) or adequacy decisions to ensure your data receives equivalent protection. If you have questions, please contact us.

7. Data Retention & Security

⏱️ Retention periods

  • Order information: retained for 7 years to comply with tax & consumer laws.
  • Account data: as long as your account is active, plus 2 years after closure.
  • Marketing data: until you unsubscribe or withdraw consent.
  • Website analytics: aggregated/anonymised after 26 months.

🔒 Security measures

  • SSL/TLS encryption for all data transmissions
  • Access controls, regular vulnerability scans
  • Secure servers with firewalls & intrusion detection
  • Staff training on data protection & GDPR compliance

8. Your Data Protection Rights

Under UK GDPR, you have the following rights, exercisable free of charge:

🔍 Right to access✏️ Right to rectification🗑️ Right to erasure⛔ Right to restrict processing📤 Right to data portability🚫 Right to object🤖 Automated decision-making rights

To exercise any of these rights, please email support@londonhouseware.com with the subject “Privacy Request”. We will respond within one month. You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO).

📬 ICO contact

Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, SK9 5AF · ico.org.uk

9. Cookies & Similar Technologies

Our website uses cookies to enhance functionality, remember preferences, and analyse traffic. We use essential cookies (necessary for checkout), functional cookies, and analytics cookies. For marketing cookies, we request your consent via a cookie banner upon first visit. You can manage your cookie preferences at any time via your browser settings.

10. Children’s Privacy

Our website and services are intended for adults (over 18). We do not knowingly collect personal information from children under 16. If you believe a child has provided us with personal data, please contact us immediately.

11. Changes to This Privacy Policy

We may update this policy from time to time. When we make material changes, we will notify you via email (if we have your address) or via a notice on our website. The “Last updated” date at the top of this policy will reflect the latest revision.

📞 Questions? We’re here to help.

If you have any concerns about how your data is handled, want to exercise your rights, or simply want to understand our privacy practices, reach out to our dedicated privacy team.