Privacy Policy

At Overstitched London LTD, we value your privacy and are committed to protecting your personal information. This Privacy Policy explains how we collect, use, store, disclose, and protect your information when you visit our website, browse our products, make a purchase, create an account, or communicate with us.

Our website and online store are powered by Shopify, which provides the technology and infrastructure that enable us to deliver our services and provide you with a seamless shopping experience.

By accessing or using our website and services, you acknowledge that you have read and understood this Privacy Policy. If you do not agree with our privacy practices, please discontinue use of our website and services.

1. Personal Information We Collect

For the purposes of this Privacy Policy, personal information means any information that identifies you or can reasonably be associated with you. It does not include information that has been anonymised so that it can no longer reasonably identify an individual.

The information we collect depends on how you interact with our website and the services you use.

Information You Provide Directly

We may collect personal information that you voluntarily provide when you:

  • Place an order or purchase products from our store.

  • Create or manage a customer account.

  • Enter your billing or shipping details.

  • Subscribe to our newsletter or marketing communications.

  • Contact our customer support team.

  • Submit feedback, reviews, or other information through our website.

This information may include your name, email address, telephone number, billing address, shipping address, account credentials, and any other information you choose to provide.

Payment and Transaction Information

When you make a purchase, payment-related information may be collected and processed by Shopify and our authorised payment service providers. This may include payment card details, payment method, transaction reference, billing information, payment confirmation, and purchase history.

We process payment information only as necessary to facilitate transactions, manage orders, prevent fraud, and meet applicable legal requirements. Payment information is handled in accordance with the applicable payment provider's privacy and security practices.

Device and Technical Information

When you access our website, we may automatically collect certain technical information, including:

  • IP address and general location information derived from it.

  • Browser type, operating system, and device characteristics.

  • Network and connection information.

  • Website referral sources and browsing activity.

  • Pages viewed, products explored, and interactions with website features.

  • Dates, times, and duration of website visits.

Shopping and Usage Information

We may collect information about your interactions with our store, including products you view, add to your cart or wishlist, purchase, return, exchange, or cancel. This information helps us understand customer preferences, improve our product offerings, and provide a more relevant shopping experience.

2. How We Collect Personal Information

We may collect personal information through the following sources:

  • Directly from you: When you provide information through checkout, account registration, contact forms, surveys, or other website features.

  • Automatically through our website: Through cookies, pixels, server logs, and similar technologies used to understand website activity and improve performance.

  • Through Shopify and service providers: When third-party providers process information on our behalf to support website hosting, payments, analytics, customer service, and order fulfilment.

  • Through business partners and third parties: Where information is provided to us in accordance with applicable privacy laws and the relevant third party's privacy practices.

3. How We Use Your Personal Information

We use personal information for legitimate business purposes and, where required, on an appropriate legal basis.

Order Processing and Service Delivery

We use your information to process payments, confirm purchases, fulfil orders, arrange shipping, provide order updates, manage returns and exchanges, and deliver customer support.

We may also use your information to manage customer accounts, remember shopping preferences, and provide services associated with your purchases.

Website Improvement and Personalisation

We analyse website usage and customer interactions to improve website functionality, product presentation, navigation, and the overall shopping experience.

Where appropriate, we may use your preferences and browsing activity to recommend products or personalise content displayed on our website.

Marketing and Promotional Communications

Where permitted by law and, where required, with your consent, we may use your contact information to send newsletters, product announcements, promotional offers, and other marketing communications.

We may also use relevant browsing or purchase information to display advertisements that may be of interest to you, including through advertising platforms and business partners.

You can unsubscribe from promotional emails at any time by using the unsubscribe link provided in the email. Where supported and applicable, you may also manage your marketing preferences through our website.

Opting out of marketing communications will not prevent us from sending essential messages relating to your orders, account, transactions, or customer service enquiries.

Security and Fraud Prevention

We may process personal information to verify transactions, protect customer accounts, detect suspicious activity, prevent fraud, investigate security incidents, and safeguard our website and services.

If you create an account, you are responsible for maintaining the confidentiality of your login credentials and notifying us if you suspect unauthorised access.

Customer Support and Communication

We use your information to respond to enquiries, resolve complaints, provide product or order assistance, and maintain our relationship with customers.

Legal and Regulatory Compliance

We may use or disclose personal information where necessary to comply with applicable laws, respond to lawful requests from public authorities, maintain business records, resolve disputes, enforce our terms and policies, or protect our legal rights.

4. Cookies and Similar Technologies

Our website may use cookies and similar technologies to support essential website functions, remember preferences, maintain shopping carts, analyse website performance, and improve your browsing experience.

Depending on your preferences and applicable law, these technologies may also be used for analytics, personalisation, and advertising.

Cookies may be set by Overstitched London LTD, Shopify, or authorised third-party providers.

You may be able to manage cookies through your browser settings or any cookie preference tools available on our website. Disabling certain cookies may affect website functionality, including shopping cart or checkout features.

Where required by applicable law, we will seek your consent before using non-essential cookies or similar tracking technologies.

5. How We Share Personal Information

We do not disclose personal information indiscriminately. However, we may share information with trusted third parties where necessary to operate our business, provide our services, or comply with legal obligations.

These parties may include:

Shopify and Technology Providers

We use Shopify to host and operate our online store. Shopify may process personal information to provide, maintain, secure, and improve the platform and related services.

We may also work with technology providers that support website functionality, hosting, cloud storage, analytics, and technical maintenance.

Payment and Financial Service Providers

We share relevant information with payment processors and financial service providers as necessary to authorise payments, process transactions, detect fraud, and manage refunds.

Shipping and Fulfilment Partners

We may provide your name, shipping address, contact details, and relevant order information to delivery companies and fulfilment partners so that your purchases can be delivered and order-related issues can be resolved.

Marketing and Analytics Partners

Where permitted by law and subject to applicable consent requirements, we may share certain online activity or customer information with advertising, analytics, and marketing providers to measure campaign performance, understand customer behaviour, and deliver relevant advertisements.

Depending on your location, you may have the right to opt out of certain disclosures or uses of personal information for targeted advertising.

Professional Advisers and Legal Authorities

We may disclose personal information to legal advisers, auditors, insurers, regulators, law enforcement agencies, or other relevant parties when necessary to comply with the law, protect our rights, investigate suspected misconduct, or respond to valid legal proceedings.

Business Transfers

If our business is involved in a merger, acquisition, restructuring, financing, or sale of assets, personal information may be transferred as part of that transaction, subject to applicable legal requirements.

At Your Direction or With Your Consent

We may share information with other parties when you specifically request or authorise us to do so, or when sharing is otherwise permitted by applicable law.

Third-party recipients may process your information under their own privacy policies and applicable contractual obligations.

6. Our Relationship With Shopify

Our online store is hosted by Shopify, which provides the platform used to operate our website and deliver shopping services.

Information submitted through our store may be processed by Shopify and its relevant service providers in accordance with their respective privacy practices. This processing may involve the transfer of information to countries other than the country in which you reside.

Shopify may also process information relating to your interactions with our store and other merchants to provide certain enhanced platform features, analytics, security services, or advertising-related functionality.

Where Shopify independently determines the purposes and means of particular processing activities, Shopify may be responsible for handling applicable privacy requests relating to those activities.

For more information about Shopify's privacy practices and your available choices, please visit:

Shopify Consumer Privacy Policy: https://www.shopify.com/legal/privacy

Shopify Privacy Portal: https://privacy.shopify.com/en

7. Third-Party Websites and Services

Our website may contain links to third-party websites, social media platforms, payment services, or other online resources.

These third-party services operate independently and may have their own privacy policies, security practices, and terms of use. We encourage you to review those policies before providing personal information to them.

Overstitched London LTD is not responsible for the privacy practices, security measures, or content of third-party websites that we do not control.

The inclusion of a third-party link on our website does not necessarily constitute an endorsement of that website or its services.

8. Children's Privacy

Our website and services are not intended for children who are below the age at which they can independently provide valid consent under applicable law.

We do not knowingly collect personal information from children where doing so is prohibited by law or without any required parental or guardian consent.

If you believe that a child has provided us with personal information in circumstances where collection is not permitted, please contact us using the details provided below. We will review the request and take appropriate steps, including deletion where required by applicable law.

As of the date of this Privacy Policy, we do not have actual knowledge that we sell or share the personal information of individuals under 16 years of age, as those terms are defined under applicable privacy laws.

9. Data Security and Retention

We take reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration, and disclosure.

These measures may include access controls, appropriate security procedures, and the use of service providers that support secure website operations and payment processing.

However, no method of electronic transmission or storage is completely secure. We therefore cannot guarantee absolute security, and you should avoid sending sensitive information through unsecured communication channels.

We retain personal information only for as long as reasonably necessary to fulfil the purposes described in this Privacy Policy, including processing orders, maintaining accounts, providing customer support, meeting legal and tax obligations, resolving disputes, preventing fraud, and enforcing agreements.

Retention periods may vary depending on the type of information, the purpose for which it was collected, and applicable legal requirements. When information is no longer required, we will take appropriate steps to delete it, anonymise it, or securely dispose of it, where required and permitted by law.

10. Your Privacy Rights and Choices

Depending on your location and the applicable law, you may have certain rights regarding your personal information.

These rights may include:

  • Right to Access: Request confirmation of whether we process your personal information and obtain access to relevant information.

  • Right to Deletion: Request that we delete personal information we hold about you, subject to applicable exceptions.

  • Right to Correction: Request correction of inaccurate or incomplete personal information.

  • Right to Data Portability: Request a copy of certain personal information in a portable format or ask us to transfer it to another organisation where legally applicable.

  • Right to Object: Object to certain processing activities, including certain forms of direct marketing.

  • Right to Restrict Processing: Request that we limit certain processing activities in circumstances provided by law.

  • Right to Withdraw Consent: Withdraw consent where our processing relies on your consent. Withdrawal does not affect processing carried out lawfully before consent was withdrawn.

  • Right to Opt Out: Where applicable, opt out of certain targeted advertising or disclosures of personal information defined as a sale or sharing under relevant privacy laws.

These rights are subject to legal conditions, exceptions, and limitations. We may need to verify your identity before responding to a request.

Managing Marketing Preferences

You can unsubscribe from promotional emails by using the unsubscribe link included in our marketing communications.

Even if you unsubscribe, we may continue to send essential transactional or service-related messages, including order confirmations, shipping notifications, account updates, and responses to your enquiries.

Exercising Your Rights

To submit a privacy request, please contact us at info@overstitchedlondon.com.

Where permitted by law, you may appoint an authorised representative to submit a request on your behalf. We may require evidence of that authorisation and may independently verify your identity before processing the request.

We will review and respond to eligible requests within the timeframes required by applicable law.

We will not unlawfully discriminate against you for exercising your privacy rights.

11. Additional Rights for UK and European Economic Area Residents

If you reside in the United Kingdom or the European Economic Area (EEA), you may have additional rights under applicable data protection legislation, including the UK GDPR or EU GDPR, where applicable.

These rights may include:

  • Requesting access to and correction or deletion of personal information.

  • Requesting restriction of processing in certain circumstances.

  • Objecting to processing based on legitimate interests or for direct marketing.

  • Requesting data portability where the relevant legal conditions are met.

  • Withdrawing consent where processing is based on consent.

  • Lodging a complaint with the relevant data protection supervisory authority.

Where required by law, we will identify the applicable legal basis for processing your personal information and provide additional information about that basis upon request.

You may contact us to exercise your rights or raise a concern about our handling of personal information.

12. International Data Transfers

Overstitched London LTD and the service providers supporting our store may process, store, or transfer personal information in countries outside your country of residence.

These countries may have data protection laws that differ from those in your jurisdiction.

Where applicable data protection law requires safeguards for international transfers, we will rely on an appropriate transfer mechanism, such as an adequacy decision, the European Commission's Standard Contractual Clauses, the UK's International Data Transfer Agreement or Addendum, or another legally recognised safeguard, as appropriate to the transfer.

You may contact us for further information about relevant international transfer safeguards where required by law.

13. Complaints and Dispute Resolution

If you have concerns about how we collect, use, or disclose your personal information, please contact us using the details in the Contact Information section below.

We will review your concerns and respond in accordance with applicable legal requirements.

Depending on your location, you may also have the right to challenge our response, request a review where available, or submit a complaint to your relevant data protection authority.

For residents of the UK or EEA, the appropriate supervisory authority will depend on your location and the circumstances of your complaint.

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business practices, website functionality, service providers, legal obligations, or regulatory requirements.

When we make changes, we will publish the revised policy on this page and update the "Last Updated" date.

Where required by applicable law, we will provide additional notice or seek consent for material changes.

We encourage you to review this page periodically to stay informed about how we protect your personal information.

15. Contact Information

If you have any questions about this Privacy Policy, our data protection practices, or your privacy rights, or if you wish to submit a request concerning your personal information, please contact us:

Company: Overstitched London LTD

Email: info@overstitchedlondon.com

Website: Overstitched London LTD online store

You may also consult our Contact Information policy for any additional contact details.

For the purposes of applicable data protection legislation, Overstitched London LTD acts as the controller of personal information where it determines the purposes and means of processing that information. Certain processing activities may instead be carried out by Shopify or other third parties acting in their own capacity, as applicable.

We will handle privacy enquiries and eligible requests in accordance with applicable law.