Privacy policy

When you use the Site we collect the following kinds of personal information:

• Contact details you give us, such as your name, email address, phone number and billing and shipping addresses.
• Order information, such as the products you buy, their prices and your order history. Payment is handled by Shopify's secure checkout; we never see or store your full card details.
• Marketing preferences, such as whether you have signed up to our emails.
• Messages you send us, for example when you email us with a question.
• Technical information our hosting provider records automatically when you visit, such as your IP address, browser type and the pages you request, which it uses to deliver and secure the Site.
• With your consent, how you use the Site: the pages you visit, the products you look at and add to your basket, the website or advert that brought you, and your device, browser and approximate location. Google Analytics and Shopify collect this for us with cookies, which our cookie policy lists.

We use your personal information to:

• Process and deliver your orders, take payment, send order and shipping confirmations, and handle returns and refunds.
• Answer your questions and provide customer service.
• Send you emails about Pember, our products and launches, if you have signed up to receive them.
• Keep the Site working, secure and free of fraud.
• With your consent, understand how people find and use the Site, so we can improve it.
• Meet our legal obligations, such as keeping tax and accounting records.

Under UK data protection law we must have a lawful basis for using your personal information. We rely on:

• Contract: to process your order and provide the products you buy.
• Consent: to send you marketing emails, and to use analytics cookies. You can withdraw consent at any time: for emails, using the unsubscribe link in any email or by emailing us; for cookies, with the switch at the top of our cookie policy.
• Legal obligation: to keep records required by law, such as for tax.
• Legitimate interests: to run, secure and improve the Site and prevent fraud, where those interests are not outweighed by your rights.

We do not sell your personal information. We share it only with service providers who help us run Pember, and only as far as they need it:

• Shopify, which powers our store, checkout, payments and customer records, sends our marketing emails through Shopify Messaging and, with your consent, measures how the Site is used. Shopify may also combine information about your purchases with information from other Shopify stores, to improve its services and for advertising and personalisation (Shopify Network Intelligence). You can read how Shopify uses personal information at https://www.shopify.com/legal/privacy.
• Google, which provides Google Analytics, if you agree to analytics cookies. You can read how Google uses information from sites that use its services at https://policies.google.com/technologies/partner-sites.
• Cloudflare, which serves some of the Site's pictures and films, and sees your IP address when your browser loads one.
• Delivery companies, which receive your name, address and contact details so they can deliver your order.
• Google, which provides our business email, if you write to us.

We may also share information where the law requires it, to respond to lawful requests from authorities, or to protect our rights.

Some of our service providers store or process information outside the UK, including in the European Economic Area, Canada and the United States. Where they do, we make sure appropriate safeguards are in place, such as UK adequacy regulations or the UK International Data Transfer Agreement and Addendum.

The Site uses a few cookies it needs to work, such as one that remembers your basket, and, only if you agree, analytics cookies from Google and Shopify. We do not use advertising cookies. Our cookie policy lists every cookie, and you can change your choice at any time with the switch at the top of it. Shopify's checkout sets its own cookies to process your payment securely.

• Order and transaction records: six years from the end of the financial year they relate to, as UK tax law requires.
• Marketing sign-ups: until you unsubscribe or ask us to delete them.
• Analytics: Google Analytics keeps what its cookies collect for [two months — the retention period to confirm in Google Analytics], and Shopify for as long as its analytics require.
• Customer service emails: for as long as we need them to deal with your query, and then for up to two years.

You have the right to ask us for a copy of your personal information, to correct it, to delete it, to restrict or object to how we use it, and to receive it in a portable format. Where we rely on consent, you can withdraw it at any time. To use any of these rights, email us at hello@pember.shop. We will respond within one month.

If you are unhappy with how we have handled your information, you can complain to the Information Commissioner's Office at https://ico.org.uk or on 0303 123 1113. We would appreciate the chance to put things right first, so please contact us.

The Site is not intended for children under 16 and we do not knowingly collect their personal information.

We may update this policy from time to time, for example to reflect changes to our practices or for legal reasons. The date at the top shows when it was last changed.