Privacy policy

PRIVACY & PERSONAL DATA POLICY

This Privacy & Personal Data Policy explains how VEVA Ecommerce, operating under the trading name Heirloom London (“Heirloom London”, “we”, “us” or “our”), handles personal information when you browse our website, purchase from heirloomlondon.co, use any of our services, or otherwise get in touch with us.

Throughout this policy, these activities are collectively referred to as the “Services”.

The words “you” and “your” refer to any person interacting with our Services, including customers, website visitors and other individuals whose personal information we may process.

By accessing or using our Services, you acknowledge the collection, use and disclosure of information in the ways explained below.

Information We May Collect

The personal information we collect depends on the way you interact with Heirloom London.

For the purposes of this policy, personal information means information that identifies you, relates to you, describes you or can reasonably be associated with you.

Information You Provide to Us

When you interact directly with our Services, you may provide information such as:

• Your name
• Email address
• Telephone number
• Billing address
• Delivery address
• Payment confirmation information
• Products included in an order
• Account username and password
• Security-question or account-security information
• Information submitted when contacting customer support
• Details concerning returns, complaints or refund requests
• Marketing and communication preferences
• Product reviews, comments and feedback
• Photographs or other content you choose to submit

Certain features or services may require specific information from you.

You may choose not to provide requested information, although doing so may prevent us from processing an order or providing particular features of the Services.

Information Collected When You Use Our Website

Certain information may be collected automatically when you browse or interact with our website.

We refer to this type of information as Usage Data.

Cookies, pixels and other comparable technologies may be used for this purpose.

Usage Data can include information such as:

• The way you enter, browse and use our website
• Device details
• Browser type and information
• Operating system
• Network connection information
• IP address
• Pages or products you view
• Shopping basket activity
• Links you select
• The website that referred you to us
• Dates and times of visits
• Interactions with our website, advertisements or emails

Information Received Through Other Organisations

We may also receive personal information from third parties that provide services to us or process information on our behalf.

These organisations may include:

• Shopify and other website-service providers
• Payment processors
• Banks and financial-service providers
• Delivery and logistics companies
• Return-processing providers
• Customer-support providers
• Fraud-prevention and security providers
• Analytics providers
• Advertising partners
• Marketing partners
• Social media platforms

Payment providers may collect information necessary to process transactions, including card or bank-account information, billing details and payment information.

When you browse our website, interact with advertisements, or open or select links within emails we send, certain information may also be collected automatically by us or our partners using technologies including:

• Cookies
• Pixels
• Web beacons
• Software development kits
• Third-party libraries
• Comparable tracking technologies

Information received from third parties is handled in accordance with this Privacy Policy.

You should also review the section concerning External Websites and Third-Party Links below.

Why We Process Personal Information

We may process personal information where necessary to operate Heirloom London and provide our Services.

This may include using information to:

• Communicate with you
• Operate, maintain and improve our Services
• Process and fulfil purchases
• Meet legal and regulatory requirements
• Apply and enforce our Terms of Service or other policies
• Protect our business and Services
• Protect our customers or other individuals
• Detect, investigate or prevent fraudulent, illegal or malicious activity

Orders, Accounts and Customer Services

Personal information may be used to perform our contract with you and provide the products or Services you request.

For example, we may process information to:

• Accept and process payments
• Confirm and fulfil orders
• Organise shipment and delivery
• Provide shipping or order-status notifications
• Handle returns
• Process exchanges
• Process cancellations
• Issue refunds
• Create and manage customer accounts
• Communicate about your purchases
• Provide account functionality
• Answer customer-service enquiries

We may also use Shopify functionality that allows your customer account to connect with other Shopify services that you choose to use.

Where applicable, Shopify processes information in accordance with its own Privacy Policy and Consumer Privacy Policy.

Advertising and Promotional Communications

We may use personal information in connection with marketing and advertising.

This can include:

• Sending promotional or marketing communications by email
• Sending promotional or marketing communications by text message
• Sending promotional material by post
• Informing you about products, promotions or offers
• Personalising your experience when shopping with us
• Displaying advertising for products or Services
• Personalising advertisements displayed on our website or elsewhere
• Measuring advertising effectiveness
• Understanding customer interactions with our marketing activity

You may stop receiving promotional emails at any time by selecting the unsubscribe option included in those emails.

Unsubscribing from promotional emails does not prevent us from sending necessary non-marketing communications concerning matters such as your account, purchases, delivery, returns, refunds, security or customer-service requests.

Security and Prevention of Fraud

Personal information may be processed to identify, investigate and respond to suspected fraudulent, unlawful or malicious behaviour.

If you create an account with us, you are responsible for protecting your login credentials.

We recommend that passwords, usernames and other account-access information are not shared with other people.

Please contact us promptly if you believe someone has accessed or compromised your account without authorisation.

Customer Communication and Service Improvement

We may also use information about you to:

• Provide customer support
• Answer questions
• Respond to complaints
• Communicate about your account
• Communicate about orders
• Improve our Services
• Better understand customer needs
• Maintain our relationship with customers
• Improve the functionality, usability and performance of our website

Cookies and Similar Technologies

Like many online stores, Heirloom London uses Cookies and similar technologies.

These technologies may help us:

• Operate the website
• Remember your preferences and actions
• Retain products in your shopping basket
• Provide checkout functionality
• Support customer accounts
• Improve website performance
• Protect the website from malicious behaviour and fraud
• Perform analytics
• Understand how visitors use our Services
• Measure advertising effectiveness
• Personalise products, Services and advertisements on our website and other websites

Third-party providers and business partners may also be permitted to place or use Cookies on our website for purposes including service delivery, analytics, advertising measurement and personalisation.

Most internet browsers accept Cookies automatically unless their settings are changed.

Your browser may allow you to remove, reject or restrict Cookies.

Please be aware that blocking or deleting Cookies can affect the way our Services operate. Certain functions may become unavailable or may not work as intended.

Restricting Cookies through your browser may also not completely prevent information from being shared with third-party advertising or analytics partners.

Our website is not designed to respond to browser-based Do Not Track signals.

For additional information regarding Cookies used by Shopify, you may review Shopify's Cookie Policy.

When Personal Information May Be Shared

There are circumstances in which personal information may be disclosed to third parties in order to operate our business, provide Services, process orders, conduct marketing or comply with legal obligations.

Information may, for example, be shared:

• With service providers performing functions for us
• With website-hosting and IT providers
• With cloud-storage providers
• With customer-support providers
• With payment processors and financial institutions
• With logistics and delivery companies
• With return-processing providers
• With data and analytics providers
• With advertising and marketing partners
• With social media platforms
• With affiliated businesses or companies within our corporate group
• With professional advisers such as lawyers, accountants, auditors and insurers
• Where you specifically request, direct or consent to the disclosure
• Through third-party features such as social-media widgets or login integrations
• In connection with mergers, acquisitions, restructurings, insolvency proceedings, asset sales or similar business transactions
• Where disclosure is necessary to comply with applicable law
• In response to valid legal requests, warrants, court orders or similar legal processes
• Where necessary to enforce our Terms of Service or other policies
• To protect our business, property, rights, Services or customers
• To prevent, detect or investigate fraud, security incidents or unlawful conduct

Categories of Information That May Be Disclosed

Depending on the circumstances, information shared with third parties can include:

• Your name
• Email address
• Telephone number
• Billing address
• Delivery address
• Order details
• Transaction information
• Account information
• Shopping and product activity
• Customer-service communications
• Returns and refund information
• Usage Data
• Approximate location information derived from your IP address
• Marketing preferences
• Information about your interactions with advertisements

Recipients can include:

• Website and technology companies
• Internet-service providers
• Payment companies
• Financial institutions
• Delivery and logistics businesses
• Return-service providers
• Customer-support companies
• Data analytics providers
• Advertising organisations
• Marketing partners
• Social media platforms
• Professional advisers
• Government authorities
• Regulators
• Law-enforcement authorities

We do not process sensitive personal information for the purpose of inferring characteristics about you.

External Websites and Third-Party Links

Our website may include links to websites, services or online platforms operated independently by third parties.

If you leave our website using one of these links, we recommend reviewing the third party's:

• Privacy policy
• Security practices
• Terms and conditions

We do not control independent third-party websites and cannot guarantee or accept responsibility for their privacy practices, security, accuracy, reliability or completeness.

Information posted through public or semi-public services, including social-networking platforms, may be visible to other people and can potentially be used by those users or other third parties.

The presence of a third-party link on our website should not automatically be interpreted as an endorsement of that organisation, its products, services, content or privacy practices.

Protecting and Retaining Information

No method of securing information is completely infallible, and we cannot guarantee absolute security.

Information sent over the internet may also not remain secure throughout transmission.

You should therefore avoid using insecure communication methods when sending sensitive or confidential information to us.

We retain personal information for as long as it is reasonably necessary.

How long information is retained may depend on whether it is needed to:

• Maintain a customer account
• Provide our Services
• Process an order
• Maintain transaction or order records
• Handle a return
• Process a refund
• Provide customer support
• Satisfy tax, accounting or other legal requirements
• Prevent fraudulent activity
• Resolve disputes
• Enforce agreements and policies
• Establish, exercise or defend legal claims

When personal information is no longer reasonably necessary, we may securely delete, dispose of or anonymise it, subject to applicable legal obligations.

Personal Information of Children

Our Services are not intended for children.

We do not knowingly collect personal information directly from children.

If you are a parent or legal guardian and believe a child has submitted personal information to Heirloom London, please contact us using the details at the end of this policy to request deletion of that information.

Your Privacy Rights

Depending on your country or place of residence, you may have certain rights relating to personal information held about you.

These rights are not absolute and may only apply in particular circumstances.

Where allowed by law, we may also refuse or limit certain requests.

Accessing Your Information

You may have the right to request access to personal information we hold about you.

This can include information concerning how that information has been used and with whom it has been shared.

Requesting Deletion

You may have the right to request deletion of personal information held about you.

Certain information may need to be retained if required by law or where it is necessary to establish, exercise or defend a legal claim.

Correcting Your Information

You may have the right to ask us to correct personal information that is inaccurate or incomplete.

Data Portability

You may have the right to request a copy of certain personal information in a structured, commonly used and machine-readable format.

In some circumstances, you may also be able to request that the information is transferred to another organisation.

Restricting Processing

You may have the right to ask us to restrict or stop certain forms of processing involving your personal information.

Objecting to Processing

You may have the right to object to particular uses of your personal information.

This can include processing based on legitimate interests and processing for direct-marketing purposes.

Withdrawing Consent

Where our processing depends on your consent, you may have the right to withdraw that consent.

Withdrawing consent does not make processing undertaken before the withdrawal unlawful.

How to Make a Privacy Request

You can exercise an applicable privacy right by contacting us using the contact details provided below.

You will not be discriminated against for exercising a privacy right available to you.

Before acting on a request, we may need to verify your identity.

For verification purposes, we may request information such as:

• Your email address
• Account details
• Order information

Where permitted by applicable law, you may authorise another person to make a privacy request on your behalf.

If an authorised representative contacts us, we may request evidence demonstrating that you have authorised that individual to act for you.

We may also ask you to verify your identity directly.

Requests will be handled within the timeframe required by applicable law.

International Processing and Transfers

Your personal information may be stored, transferred or processed outside the country in which you reside.

Employees, service providers and business partners located in other countries may also process your information.

Where personal information is transferred outside the European Economic Area (EEA) or the United Kingdom, we will use legally recognised safeguards where required.

Depending on the circumstances, these may include:

• An applicable adequacy decision
• The European Commission's Standard Contractual Clauses
• The UK International Data Transfer Agreement
• The UK Addendum to the European Commission's Standard Contractual Clauses
• Other legally recognised international-transfer mechanisms

This section concerns the processing and storage of personal information only.

Complaints Concerning Privacy

If you have concerns about the way Heirloom London collects, uses or otherwise processes your personal information, please contact us first using the information below.

We will review your complaint and seek to resolve the matter.

If you are not satisfied with our response, you may have the right to lodge a complaint with the data-protection regulator responsible for your location.

As VEVA Ecommerce is registered in the Netherlands, complaints may be submitted to the Dutch Data Protection Authority, the Autoriteit Persoonsgegevens.

Customers located in the United Kingdom may also have the right to contact the Information Commissioner's Office (ICO).

Updates to This Privacy Policy

We may revise this Privacy Policy periodically.

Updates may be made because of:

• Changes to our business practices
• Operational requirements
• Changes in applicable law
• Regulatory requirements

When this policy is changed, the revised version will be published on our website.

We will also update the applicable “Last updated” date and take any additional steps required by law.

Contact Details

For questions about this Privacy Policy or requests relating to personal information, please contact Heirloom London.

Email: info@heirloomlondon.co
Phone: + 44 20 39962358

Customer Service Availability

Monday–Friday: 9:00am–5:00pm (GMT/BST)
Saturday–Sunday: Closed

Business Information

Store: Heirloom London
Warehouse Address: Unit 1, 26 Liliput Rd, Northampton NN4 7DT, United Kingdom
Company Name: VEVA ECOMMERCE
Company Registration Number: 99916959
Company Address: Wethouder Kortingstraat 6, 5854PN Bergen L, The Netherlands