Privacy policy

This privacy policy explains how Angraves Ltd (“we”, “us”, “our”) collects and uses personal information when you use our website or buy from us.

We are the data controller. You can contact us at sales@angraves.co.uk or write to Units 1 & 2, Markfield Equestrian Centre, Stanton Lane, Markfield, Leicestershire LE67 9TT.

We may update this policy from time to time. The latest version will always be on this page.

What information we collect

Depending on how you use the site, we may collect:

  • identity and contact details — name, billing address, delivery address, email address and telephone number
  • order details — products ordered, personalisation text you enter, payment status and order history
  • personalisation files — artwork, print files, engraving files, or a copy of the name, dates and message used on the product. We do not always keep these files, but we may save them to make the item, check it, or remake it if there is a problem
  • payment information — handled by our payment provider. We do not store full card numbers
  • account details if you create an account — email, password and saved addresses
  • customer service messages — emails and messages you send us, including Shopify Inbox chat on our website. If you use Inbox, we may also collect the name and email address you give in the chat
  • reviews — star rating, review text, photos or video if you add them, and the name you choose to show with the review
  • technical information — IP address, browser type, device type and pages visited
  • marketing preferences — whether you have opted in or out of emails

Personalisation text and files are used only to make, check and, if needed, remake the product.

How we collect it

  • directly from you when you place an order, create an account, contact us, use Shopify Inbox, or sign up for emails
  • when you type personalisation into the product page or send us artwork
  • when you leave a product or store review after an order, including through a review request email
  • automatically through cookies and similar technology when you browse the site
  • from payment, delivery and shop platforms that help us process the order

Why we use your information and our lawful bases

We only use personal information when we have a lawful basis under UK GDPR.

  • To take and fulfil your order — process payment, make the goods, deliver them, send order updates and handle returns. Lawful basis: contract.
  • To create personalised products — use the text, dates, artwork or files you provide, and keep a copy where needed for production or a remake. Lawful basis: contract.
  • To provide customer service — answer emails, phone calls and Shopify Inbox messages. Lawful basis: contract and legitimate interests.
  • To keep accounts and tax records — invoices, VAT and legally required records, including in our accounting software. Lawful basis: legal obligation.
  • To run, secure and improve the website — fraud prevention, backups, troubleshooting and basic analytics. Lawful basis: legitimate interests.
  • To send marketing emails — only where you have opted in, or where you are an existing customer and we are telling you about similar products (you can opt out at any time). Lawful basis: consent or legitimate interests, together with the Privacy and Electronic Communications Regulations.
  • To collect and show reviews — send a review request after an order, publish reviews you submit, and display them on the site. You choose whether to leave a review. Lawful basis: legitimate interests, and consent where you add optional content such as a photo.

We do not sell your personal information. We do not pass your details to other companies for their own mailing or marketing.

We do not use personalisation files for marketing.

Who we share information with

We share information only where needed to run the shop or where the law requires it. That includes:

  • Shopify — our online store platform, checkout, customer accounts and store hosting. Personalisation text entered at checkout or on the product page is stored with the order
  • Shopify Inbox — customer chat and messages sent through our website or Shopify admin. Inbox stores the conversation, and any name or email address you enter, on Shopify so we can reply. Automated or suggested replies may be used to help us answer
  • Shopify Search & Discovery — site search, filters and product recommendations. This uses browsing and search activity rather than your payment details
  • Shopify Bundles — to offer bundled products in the basket and checkout
  • Checkout Blocks — to add extra content or options at checkout
  • Yanet: Barcode Labels — to print product and order labels in the warehouse
  • Royal Mail Click & Drop — to create shipping labels. This receives the name and delivery address for your order
  • Shopify CLI Connector App — a store development tool. It is not used to market to customers
  • Judge.me — our reviews app. It receives your name, email address and order details so we can ask you to review a purchase. If you leave a review, Judge.me stores the rating, your comments, any photos or video, and the name you choose to display. Published reviews appear on our website. Review request emails include an unsubscribe link
  • Selro — our order, inventory and fulfilment software
  • Payment providers — to take payment securely (for example through Shopify Payments or another checkout provider)
  • Royal Mail — to deliver your order
  • Google / Gmail — we use Gmail to send and receive business email, including order, returns and customer service messages. Personalisation files are sometimes attached to internal emails so we can make the product
  • Kashflow — our accounting software. This holds invoice and billing information needed for accounts and VAT
  • Our accountant — who may access Kashflow and related records to prepare our accounts and tax returns
  • IT providers — to host systems and provide technical support
  • Other professional advisers — such as lawyers or insurers, where necessary
  • HMRC, the police or regulators — if we are legally required to share information, or to detect fraud

Our staff only access customer information where they need it to do their job.

If we install another Shopify app that needs customer information, we will only give it what it needs for that feature and will update this list if the change is significant.

International transfers

Some of our providers are based outside the UK. In particular:

  • Shopify, including Shopify Inbox, and some Shopify apps may store or access store, checkout and customer-message data in Ireland, Canada, the United States and other countries
  • Judge.me and some of its email and hosting providers may process review and customer data outside the UK, including in the EEA and the United States
  • Google may process Gmail messages on servers outside the UK, including in the United States

Where personal information is transferred outside the UK, we rely on a UK adequacy regulation where one applies, or on appropriate safeguards such as the UK International Data Transfer Agreement, the UK Addendum to standard contractual clauses, or the provider’s approved transfer mechanism.

How long we keep information

We keep order and customer records for as long as needed to fulfil the order and then for up to six years afterwards, so we can deal with returns, accounts and tax. Invoice records in Kashflow are kept for the same accounting period.

Personalisation files are kept only while we need them to make, check or remake the order. If we save a file after dispatch, we keep it for a limited time in case of a reprint or a fault, then delete it when it is no longer needed.

Emails in Gmail are kept while they are needed to deal with your order or enquiry and for a reasonable period afterwards. We then delete or archive them according to our normal email practice, unless we must keep them for a legal record.

Shopify Inbox conversations are kept in our Shopify admin while they are needed to deal with your enquiry and for a reasonable period afterwards in case of a follow-up or dispute.

Reviews are kept while they are published on the site, unless you ask us to remove them and we have no lawful reason to keep a copy.

Marketing contacts are kept until you unsubscribe or ask us to delete them, unless we still need the details for an order or a legal record.

Website logs and analytics data are kept only for as long as needed for security and to understand how the site is used.

Marketing

We will only send you marketing emails if you have asked for them, or if you have bought from us and we are telling you about similar products. Every marketing email includes an unsubscribe link.

After you buy from us we may send a review request about that order. That is not a marketing email. You can unsubscribe from review request emails using the link in the message.

You can also opt out by emailing sales@angraves.co.uk.

Opting out of marketing does not stop order and delivery emails.

Cookies

Cookies are small files stored on your device. We use:

  • Essential cookies — needed for the basket, checkout, account login, Shopify Inbox and security. The site cannot work properly without these
  • Non-essential cookies — for example analytics or marketing cookies, if we use them. These are only set if you allow them

You can change your cookie settings in your browser and, where we show a cookie banner, through that banner. Blocking essential cookies may stop you completing a purchase.

Emails claiming to be from us

We will never ask you to email your full payment card number, PIN or account password. Order updates come after you have already checked out on our site.

If you receive a suspicious email claiming to be from us, do not click the links or send personal information. Forward it to sales@angraves.co.uk and then delete it.

Your rights

Under UK GDPR you have the right to:

  • access the personal information we hold about you
  • ask us to correct inaccurate information
  • ask us to delete information in certain circumstances
  • ask us to restrict how we use your information
  • object to processing based on legitimate interests, including direct marketing
  • receive a copy of information you provided to us, in a portable format, where the lawful basis is contract or consent
  • withdraw consent where we rely on consent, without affecting processing that already took place

These rights are not absolute. For example, we may need to keep invoices even if you ask us to delete your account. We may also need to keep a personalisation file briefly if we are remaking a faulty item.

To use any of these rights, email sales@angraves.co.uk. We will not charge a fee unless a request is clearly unfounded or excessive. We aim to reply within one month.

You also have the right to complain to the Information Commissioner’s Office (ICO) at www.ico.org.uk.

Children

Our website is intended for adults buying memorial and gift products. We do not knowingly collect personal information from children to create customer accounts.

Contact

Questions about this policy or your information:
sales@angraves.co.uk
Angraves Ltd, Units 1 & 2, Markfield Equestrian Centre, Stanton Lane, Markfield, Leicestershire LE67 9TT