Privacy policy

Privacy Policy

Effective date: 12 July 2026

Handmade by Joyemma respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains what information we collect, why we use it, who we may share it with, how long we keep it and the rights available to you.

1. Who we are

Handmade by Joyemma is a trading name of:

Legal name: Handmade by Joyemma
Business correspondence address: TBC
Email: hello@handmadebyjoyemma.co.uk
Website: www.handmadebyjoyemma.co.uk

For data-protection purposes, [LEGAL NAME], trading as Handmade by Joyemma, is the controller of the personal information described in this policy.

2. Personal information we collect

Depending on how you use our website or contact us, we may collect:

Identity and contact information

This may include:

  • Your name

  • Billing address

  • Delivery address

  • Email address

  • Telephone number

  • Social-media username where you contact us through social media

Order information

This may include:

  • Products ordered

  • Size, colour and design choices

  • Names, ages, dates and messages supplied for personalisation

  • Occasion dates

  • Order number

  • Delivery method

  • Order value

  • Correspondence relating to your order

Customer-supplied content

Where required to create a personalised product, we may receive:

  • Photographs

  • Logos

  • Illustrations

  • Handwriting

  • Messages

  • Names and details relating to children or other gift recipients

  • Other content supplied by you

Please only provide information and photographs that you have permission to use.

Payment and transaction information

Payments are processed by Shopify and the payment providers available through our checkout.

We may receive information such as:

  • Payment status

  • Transaction reference

  • Payment method used

  • Refund information

  • Limited fraud-prevention information

We do not normally receive or store your complete payment-card details.

Website and device information

When you visit our website, information may be collected automatically, including:

  • Internet Protocol address

  • Browser and device type

  • Pages visited

  • Dates and times of visits

  • Referral source

  • Shopping activity

  • Cookie and consent preferences

Marketing information

Where you subscribe to receive marketing, we may record:

  • Your email address

  • Your marketing preferences

  • When and how consent was given

  • Whether you opened or interacted with a marketing message

  • When you unsubscribed

Reviews and customer-service information

We may collect information included in:

  • Reviews

  • Testimonials

  • Product photographs

  • Contact forms

  • Emails

  • Social-media messages

  • Complaints and support requests

3. How we collect information

We collect information:

  • Directly from you when you place an order

  • When you create an account or subscribe to marketing

  • When you complete a contact form

  • When you email or message us

  • When you submit photographs or personalisation details

  • When you leave a review

  • Automatically through cookies and similar website technologies

  • From Shopify, payment providers, delivery providers and other services involved in processing your order

  • From publicly available sources where reasonably necessary to protect our business or investigate suspected fraud

4. Why we use your information

We only use personal information where we have a lawful reason to do so.

Processing and fulfilling orders

We use your information to:

  • Accept and process your order

  • Create personalised products

  • Take or confirm payment

  • Contact you about missing information

  • Arrange delivery or collection

  • Provide order updates

  • Deal with changes, cancellations, returns and refunds

Our lawful basis is normally that processing is necessary to perform our contract with you or to take steps requested by you before entering into a contract.

Customer service

We use your information to answer questions, resolve problems, deal with complaints and provide after-sales support.

Our lawful basis may be performance of our contract with you or our legitimate interests in providing good customer service and managing our business.

Meeting legal and financial obligations

We may use and retain information to:

  • Maintain tax and accounting records

  • Prevent or investigate fraud

  • Respond to legal claims

  • Comply with consumer-protection and product-safety requirements

  • Respond to lawful requests from regulators, courts or public authorities

Our lawful basis is compliance with a legal obligation or our legitimate interests in protecting and managing our business.

Operating and improving our website

We may use website information to:

  • Keep the website secure

  • Diagnose technical problems

  • Understand how customers use the website

  • Improve products, navigation and customer experience

  • Measure website and marketing performance

Our lawful basis may be our legitimate interests or your consent where consent is legally required for cookies or similar technology.

Marketing

We may send marketing emails where:

  • You have actively subscribed; or

  • The law otherwise permits us to contact an existing customer about similar products.

Every marketing email will contain an unsubscribe option.

Our lawful basis will normally be consent or, where legally permitted, our legitimate interests in promoting similar products to existing customers.

We will not add you to general marketing simply because you contacted us or placed an order where marketing permission is required and has not been given.

Reviews and promotional content

We will only use an identifiable customer photograph or photograph of a child in public marketing where appropriate permission has been obtained.

Submitting a photograph for the creation of an order does not automatically give us permission to publish it for marketing.

5. Information about children

Our website and checkout are intended for adults.

Adult customers may provide a child’s name, age or photograph where this is necessary to create a personalised product.

We use that information only for the purposes explained in this policy and ask customers not to provide more information than is required.

The person submitting a child’s information confirms that they are authorised to provide it.

6. Who we share information with

We may share relevant information with trusted service providers where necessary to operate the business and fulfil orders.

These may include:

  • Shopify, which hosts and operates our online store

  • Payment processors

  • Banks and financial-service providers

  • Royal Mail, couriers and delivery providers

  • Local collection contacts where relevant and agreed

  • Website, personalisation or product-options applications

  • Email-marketing providers

  • Analytics, cookie-management and advertising providers

  • Cloud storage, email and business-software providers

  • Accountants, insurers, legal advisers and other professional advisers

  • Fraud-prevention and security providers

  • Regulators, courts, law-enforcement bodies or public authorities where legally required

Service providers should only receive the information reasonably necessary to perform their services.

We do not sell customer names, addresses, photographs or personalisation information to other businesses.

7. Shopify

Our store is hosted by Shopify.

Shopify processes customer and website information to provide its ecommerce platform, checkout, security, analytics and related services.

Shopify and its service providers may process information in countries outside the United Kingdom. Their handling of personal information is also governed by their own privacy documentation and contractual safeguards.

8. International transfers

Some of our technology and service providers may store or process information outside the United Kingdom.

Where personal information is transferred internationally, we will take reasonable steps to ensure that an appropriate legal safeguard is used where required.

This may include:

  • A country recognised as providing adequate protection

  • Approved contractual protections

  • Another transfer mechanism permitted by data-protection law

9. How long we keep information

We do not intend to retain personal information for longer than reasonably necessary.

Retention periods depend on why the information is held and whether it is needed for legal, tax, accounting, fraud-prevention or dispute-resolution purposes.

We generally use the following periods:

Order and transaction records

Order, payment, delivery and accounting records may normally be retained for up to six years, or for another period required by tax or legal obligations.

Personalisation information and photographs

Working copies of customer-supplied photographs and personalisation files will normally be deleted within 90 days after the order has been completed.

Information may be kept longer where:

  • It forms part of the order record

  • A complaint, refund, delivery issue or legal dispute remains open

  • The customer has asked us to retain it for a repeat order

  • We have permission to use it for marketing

  • Retention is reasonably required for legal or security purposes

Customer-service messages

Routine enquiries may normally be retained for up to two years after the matter has been resolved.

Messages connected to an order, complaint, payment or legal issue may be retained with the relevant business record.

Marketing information

Marketing contact information will be kept until you unsubscribe or we stop using it.

We may retain limited suppression information after you unsubscribe so that we can respect your request and avoid accidentally contacting you again.

Reviews and promotional materials

Reviews and authorised promotional content may remain published until permission is withdrawn, the content is no longer relevant or there is another reason to remove it.

10. How we protect information

We take reasonable technical and organisational measures to protect personal information from:

  • Unauthorised access

  • Accidental loss

  • Misuse

  • Alteration

  • Disclosure

  • Destruction

These measures may include password protection, access controls, secure payment processing, software updates and limiting access to people who need the information.

No online or electronic storage system can be guaranteed to be completely secure.

11. Cookies

Our website uses cookies and similar technologies to:

  • Operate essential website functions

  • Remember your basket and preferences

  • Keep the website secure

  • Understand website performance

  • Measure marketing activity

  • Provide relevant advertising where enabled

Non-essential cookies will be managed through the cookie-consent choices available on the website where legally required.

You can change your cookie choices through the available privacy settings or your browser. Blocking essential cookies may prevent parts of the website or checkout from working correctly.

12. Marketing choices

You can unsubscribe from marketing emails at any time by:

  • Selecting the unsubscribe link in an email; or

  • Contacting us at hello@handmadebyjoyemma.co.uk

Unsubscribing from marketing will not prevent us from sending essential messages about an existing order, payment, delivery, refund or customer-service matter.

13. Your data-protection rights

Depending on the circumstances, you may have the right to:

  • Ask for access to your personal information

  • Ask us to correct inaccurate or incomplete information

  • Ask us to delete information where the right applies

  • Ask us to restrict how information is used

  • Object to certain uses of your information

  • Ask for certain information in a portable format

  • Withdraw consent where processing is based on consent

  • Complain about how your information has been handled

These rights are not absolute and may be limited where we must retain or use information for a legal, contractual or legitimate reason.

To exercise a right, email hello@handmadebyjoyemma.co.uk.

We may need to request information to confirm your identity before completing a request.

14. Data-protection complaints

You have the right to complain if you believe we have not handled your personal information properly.

Please send your complaint to:

Email: hello@handmadebyjoyemma.co.uk

Include:

  • Your name

  • Relevant order number, where applicable

  • A clear description of your concern

  • What you would like us to do

  • Any relevant supporting information

We will acknowledge a data-protection complaint within 30 days.

We will investigate the complaint appropriately and communicate the outcome to you without unnecessary delay.

You may also complain to the Information Commissioner’s Office, the United Kingdom’s data-protection regulator. We would appreciate the opportunity to consider and resolve your concern first.

15. Personal-data breaches

If we discover a security incident involving personal information, we will investigate it and take appropriate action.

Where required, we will report the incident to the Information Commissioner’s Office and inform affected individuals in accordance with applicable data-protection law.

16. Third-party websites

Our website may contain links to websites, social-media platforms or services operated by other organisations.

We are not responsible for how those third parties collect or use information. Their own privacy policies will apply when you use their websites or services.

17. Changes to this policy

We may update this Privacy Policy when our business practices, services or legal obligations change.

The current version will be published on our website and the effective date at the top will be updated.

18. Contact us

Questions, requests or complaints about personal information can be sent to:

Handmade by Joyemma
Legal name: Handmade By Joyemma
Business correspondence address: TBC
Email: hello@handmadebyjoyemma.co.uk