PRIVACY POLICY

Last updated: 15th july 2026

Charlotte London operates this online shop and website, including the related information, content, features, tools, products and services, to provide you with a personalised shopping experience (the “Services”).

Charlotte London is the trading name of [full legal name of the business], whose business address is [full business address, including country]. In this policy, “we”, “us” and “our” refer to that business.

Our shop is powered by Shopify, which enables us to provide the Services.

This Privacy Policy explains how we collect, use and disclose your personal information when you visit or use the Services, make a purchase or another transaction, or otherwise communicate with us.

If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy takes precedence in relation to the collection, use and disclosure of your personal information.

Please read this policy carefully. It explains our privacy practices; using our website does not, by itself, constitute consent to processing that requires your consent.

1. Personal information we collect

“Personal information” means information that identifies you or can reasonably be linked to you or another person. It does not include information that has been anonymised so that individuals can no longer reasonably be identified.

Depending on how you interact with our Services, we may collect the following categories of information:

• Contact details: your name, billing and delivery addresses, telephone number and email address.
• Payment and transaction information: your payment method, payment confirmation, transaction details and information processed by payment providers to complete your purchase. Payment card details are handled through the relevant payment providers; the information available to us depends on the payment method used.
• Account information: your account details, preferences, settings and authentication information, where applicable.
• Shopping information: products you view, add to your basket or wishlist, purchase, return, exchange or cancel, together with your order history.
• Communications: information you provide when contacting us, requesting support, submitting a review or otherwise communicating with us.
• Device information: your IP address, browser, device information, network connection and other online identifiers.
• Usage information: how and when you access and interact with our Services.

Some information, such as your delivery address and payment information, is necessary to fulfil your order. If you do not provide it, we may be unable to process your purchase.

2. Sources of personal information

We may collect personal information:

• Directly from you, when you place an order, create an account, contact us or provide information through our Services.
• Automatically, through your use of our website, including through cookies and similar technologies.
• From service providers, such as payment processors, delivery companies, technology providers and customer support services.
• From business partners or other third parties, where permitted by applicable law.

3. How we use your personal information

Providing and managing our Services

We use your information to process payments and orders, arrange deliveries, manage returns and exchanges, maintain your account, remember your preferences and send order or account notifications.

We may also use it to enable reviews and personalise your shopping experience, for example by suggesting products related to your interests.

Marketing and advertising

We may use your information to send promotional communications and display relevant advertisements, subject to applicable marketing and privacy requirements.

Where permitted, these communications or advertisements may reflect products you have viewed, purchased or added to your basket.

You can unsubscribe from marketing emails using the link included in each email.

Security and fraud prevention

We use information to protect accounts, secure transactions and detect, investigate or prevent fraud, misuse, unlawful activity and threats to our Services.

If you create an account, you are responsible for keeping your login details confidential.

Customer support

We use your information to answer questions, resolve issues, handle complaints and maintain our relationship with you.

Legal obligations and claims

We may use information to comply with legal, tax and accounting obligations, respond to valid requests from authorities, resolve disputes and establish, exercise or defend legal claims.

4. Our lawful bases for processing

Where UK data protection law applies, we rely on the following lawful bases, depending on the purpose:

• Contract: to process your purchase, take payment, deliver products and provide services you request.
• Legal obligation: to meet applicable record-keeping, tax, accounting and other legal requirements.
• Legitimate interests: to operate and improve our business, respond to enquiries, protect our Services, prevent fraud and defend legal claims, where these interests are not overridden by your rights.
• Consent: where required for marketing, advertising cookies or other activities that require your permission.

Where we rely on consent, you can withdraw it at any time. Withdrawal does not affect the lawfulness of processing carried out before you withdrew consent.

5. Cookies and similar technologies

We and our service providers may use cookies and similar technologies to operate the website, remember your basket and preferences, understand website usage and support advertising.

Where consent is required, we ask for it before using the relevant technologies. You can manage your choices through the website’s cookie settings, where available.

You can also control cookies through your browser, although blocking essential cookies may affect some website functions.

6. How we share personal information

We may share your information with:

• Shopify and service providers that help us operate our shop, process payments, analyse website usage, provide customer support, store information, fulfil orders and arrange deliveries.
• Marketing and advertising partners, subject to applicable requirements and your choices.
• Third parties you authorise, including where you request an integration or a service involving another provider.
• Affiliated businesses, where relevant to operating our business.
• Professional advisers, authorities and other relevant parties, where necessary to comply with the law, protect rights, resolve disputes or handle a business transaction such as a merger, restructuring or sale.

We share information for the purposes described in this policy and subject to applicable data protection requirements.

7. Our relationship with Shopify

Our Services are hosted by Shopify. Shopify collects and processes personal information relating to your access to and use of the Services to operate and improve its services.

Information you submit through our shop may be shared with Shopify and relevant third parties, including providers located outside your country of residence.

Where we enable Shopify Enhanced Services, Shopify may combine information about your interactions with our shop with information from your interactions with other merchants and Shopify. This may support features such as personalisation, analytics, security and advertising.

For certain processing activities, Shopify acts as an independent controller and is responsible for handling related privacy rights requests.

For more information, please visit the Shopify Consumer Privacy Policy and Shopify Privacy Portal. Shopify

8. Third-party websites and links

Our Services may contain links to websites or platforms operated by third parties.

If you follow these links, please review the relevant provider’s privacy policy and terms. We do not control those websites and are not responsible for their privacy or security practices, except where applicable law provides otherwise.

Information you share in public or semi-public areas, including on social media, may be visible to others.

A link to a third-party website does not necessarily mean we endorse its content, owners or operators.

9. Children’s information

Our Services are intended for adults and are not directed at children. We do not knowingly collect personal information from children.

If you are a parent or guardian and believe a child has provided us with personal information, please contact us using the details below so that we can investigate and take appropriate action.

10. Security and retention

We use appropriate technical and organisational measures to protect personal information. However, no system or transmission method is completely secure.

Please avoid sending sensitive information, such as full payment card details, through email or other unsecured communication channels.

We retain personal information only for as long as reasonably necessary for the purposes described in this policy, including:

• Processing orders and providing customer support.
• Maintaining your account.
• Meeting legal, tax and accounting requirements.
• Resolving disputes and enforcing agreements.
• Preventing fraud and protecting our Services.

Retention periods vary according to the information involved, the purpose for which it was collected and applicable legal requirements. When information is no longer required, we delete or anonymise it, subject to applicable requirements.

11. Your rights and choices

Depending on your location and applicable law, you may have the right to:

• Access the personal information we hold about you.
• Correct inaccurate or incomplete information.
• Request deletion of your personal information.
• Restrict processing in certain circumstances.
• Object to processing based on legitimate interests.
• Object to direct marketing, including related profiling.
• Receive and transfer your information, where the right to data portability applies.
• Withdraw consent where processing relies on it.

These rights are subject to applicable conditions and exceptions.

You can exercise your rights by contacting us using the details below. We may need to verify your identity before responding and may request evidence of authority if someone acts on your behalf.

We will respond within the time limits required by applicable law. You will not be penalised for exercising your rights.

Marketing preferences

You can unsubscribe from promotional emails using the unsubscribe link in those messages. We may still send necessary service communications, such as order confirmations, delivery updates and responses to enquiries.

12. Complaints

If you have concerns about how we handle your personal information, please contact us at support@charlottelondon.uk.

Please explain your concern and include any relevant order or correspondence reference so that we can investigate.

You may also raise a concern with the UK Information Commissioner’s Office (“ICO”). Information about making a data protection complaint is available at ico.org.uk.

If you live outside the UK, you may also have the right to complain to your local data protection authority.

13. International transfers

We and our service providers may store or process personal information outside the UK or your country of residence.

Where a transfer is subject to UK data protection restrictions, we use an applicable lawful transfer mechanism. Depending on the circumstances, this may include UK adequacy regulations, the UK International Data Transfer Agreement or the UK Addendum to the European Commission’s Standard Contractual Clauses.

Where EU data protection law applies, relevant safeguards may include an adequacy decision or the European Commission’s Standard Contractual Clauses.

You can contact us to request further information about the safeguards relevant to your personal information.

14. Changes to this Privacy Policy

We may update this Privacy Policy to reflect changes to our practices, Services or legal requirements.

We will publish the updated version on this website and amend the “Last updated” date. Where required, we will provide additional notice.

15. Contact us

For questions about this Privacy Policy, privacy complaints or requests to exercise your rights, please contact:

support@charlottelondon.uk