Privacy policy

Privacy Policy

Rae Feather Ltd

At Rae Feather, we respect your privacy and are committed to protecting your personal information.

This Privacy Policy explains how we collect, use, store and share your personal information when you visit www.raefeather.com, purchase from us, subscribe to our emails, contact us or otherwise interact with our business.

We handle personal information in accordance with applicable data protection legislation, including the UK General Data Protection Regulation (UK GDPR), the UK Data Protection Act 2018 and, where applicable, the EU General Data Protection Regulation (EU GDPR).

1. Who We Are

Rae Feather Ltd is responsible for the personal information collected and used in connection with our business and website, except where another organisation acts as an independent data controller.

Company name: Rae Feather Ltd
Company registration number: 06984512
Registered office: Lynton House, 7–12 Tavistock Square, London WC1H 9BQ, United Kingdom
Website: www.raefeather.com
Email: info@raefeather.com

For any questions regarding this Privacy Policy or your personal information, please contact us using the email address above.

2. Information We Collect

We collect personal information when you browse our website, place an order, create an account, sign up for marketing communications or contact us.

This may include:

  • Personal details: Your name, billing address, delivery address, email address and telephone number.

  • Order information: Products purchased, order history, transaction details, delivery information, returns and refunds.

  • Payment information: Payment method, payment status and limited transaction details provided by our payment processors.

  • Account information: Your customer account details, preferences and purchase history.

  • Marketing preferences: Your email subscription status, communication preferences and interactions with our marketing.

  • Technical information: Your IP address, device type, browser information, website activity and information collected through cookies and similar technologies.

  • Customer communications: Information you provide when contacting our customer service team, making an enquiry or requesting a return.

We aim to collect only the personal information reasonably necessary for our business operations.

3. How We Use Your Information

We use your personal information to:

  • Process and fulfil orders placed through our website.

  • Arrange delivery and provide tracking information.

  • Process payments, refunds, exchanges and returns.

  • Respond to customer enquiries and provide customer support.

  • Manage customer accounts and order histories.

  • Send order confirmations, delivery updates and other service-related communications.

  • Send marketing emails where permitted by applicable law.

  • Improve our website, products and customer experience.

  • Understand how customers interact with our website and marketing.

  • Prevent fraud, protect our business and maintain website security.

  • Comply with legal, accounting and tax obligations.

We do not use personal information for purposes incompatible with those described in this policy unless permitted by law.

4. Our Legal Basis for Processing Your Information

Under UK GDPR and, where applicable, EU GDPR, we rely on the following lawful bases:

Contractual necessity

We process personal information where necessary to fulfil an order, provide customer service relating to a purchase, arrange delivery or administer returns and refunds.

Consent

We rely on consent where required for marketing communications, advertising cookies, analytics cookies and other optional tracking technologies.

You can withdraw your consent at any time.

Legitimate interests

We may process personal information where necessary for our legitimate business interests, provided these are not overridden by your rights and freedoms.

These interests may include improving our services, maintaining website security, preventing fraud and managing customer relationships.

Legal obligations

We process and retain certain information where necessary to comply with tax, accounting, consumer protection and other legal requirements.

5. Shopify and Our Online Store

Our online store is powered by Shopify, which provides the ecommerce technology used to operate our website, process orders and manage customer information.

When you visit our website or make a purchase, certain personal information is processed through Shopify and its associated services.

This may include your contact details, order history, delivery information, payment-related information and website activity.

Shopify may also process certain information for its own purposes, subject to its applicable privacy terms.

You can learn more about Shopify's privacy practices and your rights through the Shopify Consumer Privacy Policy and Shopify Privacy Portal.

6. Payments and Checkout

Payments made through our website are processed using secure payment services made available through Shopify and our enabled payment providers.

Depending on the payment method selected, your information may be processed by Shopify Payments or another payment provider available at checkout.

Payment providers process the information necessary to authorise transactions, prevent fraud and complete payments.

Rae Feather does not store customers' full payment card numbers or card security codes in its own systems.

Payment providers may process personal information under their own privacy policies.

7. Email Marketing and Klaviyo

We use Klaviyo to manage our email marketing and communicate with customers who have subscribed to receive updates from Rae Feather or whom we may lawfully contact.

Our marketing emails may include:

  • New collection launches and product announcements.

  • Special offers and promotions.

  • Updates about Rae Feather.

  • Product recommendations and other relevant information.

Klaviyo may process information such as your name, email address, purchase history, marketing preferences and interactions with our emails and website.

This helps us understand which communications are relevant to our customers and improve our marketing.

Where required, we will only send marketing communications with your consent. Where permitted by law, we may also contact existing customers about similar products in accordance with applicable direct marketing rules.

You can unsubscribe from marketing emails at any time by clicking the unsubscribe link included in our emails or by contacting info@raefeather.com.

Unsubscribing from marketing will not prevent you from receiving essential order and customer service communications.

8. Cookies and Website Tracking

Our website uses cookies and similar technologies to support website functionality, improve the shopping experience, understand website performance and deliver relevant advertising.

Cookies are small files stored on your device when you visit a website.

We use Shopify's customer privacy and cookie consent tools to allow visitors in applicable regions, including the United Kingdom and Ireland, to manage their cookie preferences.

The types of cookies and technologies used may include:

Essential cookies

These are necessary for the operation of our website, including shopping basket functionality, checkout, security and account access.

Analytics cookies

These help us understand how visitors use our website, which pages are visited and how we can improve our services.

Advertising and marketing cookies

These may be used to measure advertising performance, personalise advertising and understand interactions with our marketing campaigns.

Preference cookies

These help remember customer preferences and improve the browsing experience.

Where consent is legally required, non-essential cookies and similar technologies should only be used after you have given your consent.

You can accept, decline or manage your preferences through our cookie consent banner and available cookie preference controls.

You can also manage cookies through your browser settings, although disabling certain cookies may affect website functionality.

9. Advertising and Social Media

We may use advertising services, including Meta platforms such as Facebook and Instagram, to promote Rae Feather products and understand the effectiveness of our advertising.

Where enabled, advertising technologies may collect information about interactions with our website, products and advertisements.

This information may be used to measure advertising performance, create relevant audiences and display advertisements to people who may be interested in our products.

We use consent controls where required by applicable privacy and electronic marketing laws.

Third-party advertising platforms may process information under their own privacy policies.

10. Sharing Your Information

We share personal information with trusted service providers where necessary to operate our business and provide our services.

These may include:

  • Shopify: Ecommerce hosting, checkout, order management and related services.

  • Klaviyo: Email marketing and customer communications.

  • Payment providers: Secure payment processing, refunds and fraud prevention.

  • Delivery providers: Including Royal Mail, DHL, DPD and other couriers used to deliver customer orders.

  • Returns and customer service providers: Systems used to manage exchanges, refunds and customer enquiries.

  • Advertising and analytics providers: Where used and subject to applicable consent requirements.

  • Professional advisers: Including accountants, legal advisers and other providers where necessary.

  • Public authorities: Where disclosure is required by law.

We share only the information reasonably necessary for the relevant purpose.

We do not sell customer contact lists to third parties.

We may disclose information where necessary to comply with legal obligations, protect our rights or prevent fraud.

11. International Data Transfers

Some of our service providers, including ecommerce, marketing and technology providers, may process or store personal information outside the United Kingdom or European Economic Area.

Where personal information is transferred internationally, we take steps to ensure appropriate protection in accordance with applicable data protection laws.

Depending on the destination and circumstances, these protections may include recognised adequacy arrangements, approved contractual safeguards or other lawful transfer mechanisms.

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

12. How Long We Keep Your Information

We retain personal information only for as long as reasonably necessary for the purposes described in this policy, including fulfilling orders, maintaining business records, meeting legal obligations and resolving disputes.

The length of time information is retained depends on its purpose.

For example:

  • Order and transaction records may be retained for applicable accounting, tax and legal requirements.

  • Customer account information may be retained while an account remains active and for a reasonable period afterwards where necessary.

  • Marketing information is retained while you remain subscribed or while another lawful reason for retaining it applies.

  • Customer service communications may be retained for record-keeping, dispute resolution and service improvement.

  • Technical and website information is retained according to the relevant system settings and applicable legal requirements.

When personal information is no longer required, we will delete, anonymise or securely dispose of it, subject to any legal retention requirements.

13. Your Privacy Rights

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

  • Request access to the personal information we hold about you.

  • Request correction of inaccurate or incomplete information.

  • Request deletion of your personal information in certain circumstances.

  • Request restriction of how your information is processed.

  • Object to certain processing, including processing based on legitimate interests.

  • Object to direct marketing at any time.

  • Request transfer of certain information to another provider.

  • Withdraw consent where processing is based on consent.

  • Challenge certain decisions made solely through automated processing, where applicable.

These rights are subject to applicable legal conditions and exceptions.

You have the right to object at any time to the processing of your personal information for direct marketing purposes.

To exercise your rights, please email info@raefeather.com.

We may request reasonable information to verify your identity before responding.

We aim to respond within the timescales required by applicable data protection law.

14. Keeping Your Information Secure

We take reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

Our Shopify website uses encrypted connections to help protect information transmitted between your browser and our website.

We also rely on appropriate security measures provided by our trusted technology and payment partners.

Access to personal information is limited to those who need it for legitimate business purposes.

Although we take appropriate precautions, no method of electronic transmission or storage can be guaranteed to be completely secure.

15. Customer Accounts and Guest Checkout

Customers may be able to place orders without creating a customer account.

When you purchase as a guest, we collect the information necessary to process your order, arrange delivery and provide customer service.

If you create or use a customer account, your account may allow you to view previous orders, manage personal details and access other available account features.

You are responsible for keeping your account access details secure.

16. Children's Privacy

Our website and products are intended for a general adult audience.

We do not knowingly collect personal information from children for the purpose of marketing directly to them.

If we become aware that we have collected a child's personal information unlawfully, we will take appropriate steps to address the situation.

Parents or guardians who have concerns about information relating to a child may contact us at info@raefeather.com.

17. Third-Party Websites

Our website may contain links to third-party websites, including social media platforms and payment services.

These websites operate under their own privacy policies.

We encourage customers to review the privacy policies of third-party websites before providing personal information.

We are not responsible for the privacy practices of independent third-party websites.

18. Complaints

If you have any questions or concerns about how Rae Feather handles your personal information, please contact us at info@raefeather.com.

We will review your enquiry and respond as appropriate.

You also have the right to lodge a complaint with the relevant data protection supervisory authority.

For the United Kingdom:

Information Commissioner's Office (ICO)
https://ico.org.uk

For Ireland, where it is the competent supervisory authority:

Data Protection Commission (DPC)
https://www.dataprotection.ie

19. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business operations, technology, legal obligations or the services we use.

Any updated policy will be published on our website with a revised date.

Where required by law, we will provide additional notice of significant changes.

We encourage customers to review this policy periodically.

20. Contact Us

For any questions about this Privacy Policy, your personal information or your privacy rights, please contact:

Rae Feather Ltd
Lynton House
7–12 Tavistock Square
London WC1H 9BQ
United Kingdom

Email: info@raefeather.com
Website: www.raefeather.com

We are committed to handling your personal information responsibly and respecting your privacy.