Privacy policy

This policy explains what personal information HelloCustom collects when you visit our website or order from us, why we use it, who we share it with and what rights you have. We follow the UK GDPR and the Data Protection Act 2018. As our business is based in France, we also follow the EU GDPR and French data protection law.

1. Who is responsible for your data

HelloCustom, 68 rue du Général de Gaulle, 85510 Le Boupère, France (business registration number SIRET 894 833 607 000 19). Email: hellocustom.fr@gmail.com.

UK representative under the UK GDPR: [to be confirmed: whether a UK representative must be appointed]

2. What we collect

When you use our website or order from us, we may collect:

  • your identity and contact details: name, delivery and billing address, email address, phone number;
  • your order details: products, sizes, colours, and any name, text or photo you send us for personalisation;
  • your payment information. Payments are handled by our payment provider on a secure payment page, and we never see or store your full card details;
  • your messages to us (for example, emails about an order);
  • technical data about your visit, such as your IP address, browser type and the pages you view, collected by our shop platform and through cookies. [to be confirmed: full list of technical data collected]

Please give us accurate and up-to-date details, and don't create an account or place an order for someone else without their permission.

3. Why we use your data, and our legal basis

  • To make and deliver your order, and to answer your questions (to carry out our contract with you).
  • To meet our legal duties, such as accounting, tax and consumer-law obligations.
  • To run and protect our shop, for example preventing fraud and keeping our website secure (our legitimate interests).
  • For cookies that are not essential to the site, for example statistics: only with your consent.

We use your email address and login details only to provide our services and for as long as the contract lasts. [to be confirmed: whether we send marketing emails or use advertising tools or pixels, and on what basis]

We may use information that has been made anonymous, so that no individual can be identified, for statistics and analysis of our business.

4. Who we share your data with

We don't sell your data. We share it only with the companies that help us run our shop and deliver your order, and only as far as they need it: our shop platform (Shopify), our payment provider, the carrier that delivers your parcel, and our email and technical service providers. [to be confirmed: complete list of providers]

We may also have to disclose your data if the law, a regulator or a court requires it. If we are ever involved in a merger, acquisition or sale of our business, we will keep your data confidential and tell you before it is transferred, and you will be able to object.

5. Sending data outside the UK

We are based in France, and our providers may be based in other countries. Where your data is sent outside the UK, we make sure it is protected as the UK GDPR requires, for example through an adequacy decision or approved safeguards such as the UK International Data Transfer Agreement or the UK Addendum to the EU standard contractual clauses. [to be confirmed: transfer mechanisms used by each provider]

6. Cookies

Our website uses cookies: small files stored on your device. Some are essential to the site (for example, to remember your basket). Others are used for statistics, to improve the service and to personalise pages, based on how often pages are visited, what you view and what you do on the site. A cookie records information about your browsing (the pages you viewed, the date and time of your visit) that we can read on later visits.

We ask for your consent before we set any cookie that isn't essential, and you can withdraw it at any time through the cookie settings on our website. You can also block or delete cookies in your browser settings. If you block essential cookies, parts of the site may not work.

How long cookies last: [to be confirmed: lifetime of each cookie used].

7. How long we keep your data

We keep your personal data only as long as we need it for the reasons above: while we carry out your order and for as long as the law requires us to keep records, such as invoices. After that, we delete it or make it anonymous. Anonymous data may be kept for statistics only. Technical data is kept only as long as strictly necessary.

If you have an account and haven't logged in for three years, we'll email you to invite you to log in, and we'll delete your data if you don't, unless we must keep some of it by law.

8. Your rights

Under the UK GDPR you have the right to:

  • be told how we use your data, and ask for a copy of it;
  • have wrong or incomplete data corrected;
  • ask us to delete your data;
  • ask us to restrict how we use it;
  • object to our use of it;
  • receive the data you gave us, in a commonly used and easily reusable format, and have it passed to another company (data portability);
  • withdraw your consent at any time, where we rely on it.

To use any of these rights, email hellocustom.fr@gmail.com. We'll answer within one month. You can ask us to delete your account at any time by email, or from your account settings if available.

9. Security and data breaches

We use appropriate technical and organisational measures to protect your data against accidental, unauthorised or unlawful access, disclosure, change, loss or destruction. If we learn of a breach that affects your data, we will examine its causes, take reasonable steps to limit its effects, tell the data protection regulators (the Information Commissioner's Office and the French CNIL) where the law requires, and tell you without undue delay where the law requires. Telling you does not mean we accept fault.

10. Your photos

If you send us a photo (for example for the pet portrait sweatshirt), we use it only to make your order. You confirm that you have the right to use it.

11. Changes to this policy

If we make an important change to this policy, we'll tell you. We won't lower the protection of your data in a significant way without telling you first and, where the law requires it, getting your consent.

12. Complaints

If you have a concern about how we use your data, please contact us first at hellocustom.fr@gmail.com, and we'll do our best to put it right. You also have the right to complain to the Information Commissioner's Office (ICO), the UK data protection regulator: ico.org.uk, helpline 0303 123 1113. As we are based in France, you can also complain to the French regulator, the CNIL: cnil.fr. You can also go to court.