Privacy & policies

Zoe Black, trading as WinterandWillow, is the sole trader responsible for this shop and the customer information used to run it. If you have a question about your information or would like to make a privacy request, email info@winterandwillow.co.uk.

What information we collect

When you order, create an account or contact us, we collect the details you provide. These can include your name, email address, telephone number, delivery address, order details, personalisation choices and messages. Account passwords are stored as protected password hashes rather than readable passwords. We also keep payment references, payment status and discount-code usage records.

If you accept optional analytics, we record pages viewed, links and buttons clicked, product basket additions, checkout starts, a visit identifier, referring website, browser and device information, and approximate country, region or city information supplied by our hosting provider. We link that visit identifier to a paid order to measure which products are viewed and then purchased. Analytics events do not include your personalisation text, address or payment card details. Hosting and security services may also process technical information, including your IP address, to operate and protect the website.

If you apply through one of our questionnaires, we collect your name, email address and the answers you choose to provide, such as your Instagram name. We use these details to review and respond to your application. Contact us if you would like to ask about or withdraw your application.

How we use your information

We use your order and account details to fulfil purchases, make personalised products, arrange delivery or collection, provide order history and respond to enquiries. These activities are necessary to provide the service you request or take steps before a purchase. We also process information to meet legal record-keeping obligations and for legitimate interests such as preventing fraud, protecting the website and dealing with complaints. Website usage information helps us understand how the shop is used.

Please only provide personalisation information that you are entitled to share, particularly when ordering a gift for someone else. Avoid sending sensitive personal information that we do not need to make your order.

Payments and service providers

Payments are handled through Stripe and any payment method you choose in its checkout. We do not store your full card number or card security code in our shop database. Payment providers handle payment details under their own privacy notices.

We use service providers to host our website, securely store customer and order information, process payments and send emails. Relevant delivery details may be shared with Royal Mail or another delivery service arranged with you. Information may also be disclosed when required by law or needed to resolve a payment dispute.

Some service providers may process information outside the UK. The protections that apply depend on the provider and destination, including applicable adequacy decisions or contractual safeguards. Please contact us if you would like details of the arrangements relevant to your information.

Keeping your information

Retention depends on the type of information and why it is needed. Order and payment records may need to be kept for accounting, tax, disputes and other legal obligations. Account information, enquiries and website usage records have different purposes. Contact us for information about the retention period applicable to your records or to request deletion; some records may need to be retained where a legal obligation or another lawful reason applies.

Your privacy rights

Depending on the circumstances, you can ask to access or correct your personal information, request deletion, restrict processing, object to processing or request a portable copy. Where processing relies on your consent, you can withdraw it. Email info@winterandwillow.co.uk to make a request. We may need to verify your identity before providing information.

You can also raise a concern with the UK Information Commissioner’s Office through the ICO complaints service.

Cookies are small files stored in your browser. We also use browser storage to remember information needed while you shop.

• Account and security cookies: our sign-in system uses cookies to keep you signed in and protect authentication requests. Their duration depends on the cookie and your session.
• Basket storage: your basket and selected discount code are saved in your browser’s local storage under wandw-cart-v1. This persists between visits until updated or cleared. Temporary checkout information is also stored for the current browsing session.
• Website analytics: wandw_analytics_sid groups activity within a visit and expires after 30 minutes of inactivity. It is only set if you accept analytics. wandw_analytics_preference remembers your choice for up to one year. These are separate from the storage needed to use your basket or account. You can change your choice using the Cookie settings button; declining stops future optional tracking.
• Payment services: Stripe and other payment providers may use their own cookies and similar technologies during checkout. Their privacy and cookie information applies to those services.

You can manage or delete cookies and local storage in your browser settings. Blocking essential cookies may prevent sign-in or checkout from working correctly, and clearing basket storage removes your saved basket. Our own website tracker also respects a browser Do Not Track setting when it is enabled.

Our products are handmade to order. Please read the product description and check names, spelling, colours, sizes and other choices carefully before paying. Your basket and checkout show the price and delivery charges for your order.

For custom designs or a particular deadline, email info@winterandwillow.co.uk before purchasing so we can discuss whether your request is possible. Our current turnaround time is displayed in the announcement bar; this is separate from delivery time after dispatch.

If you need to change or cancel an order, contact us promptly with your order number. For personalised or custom-made products, we will check the order’s progress and explain what is possible. This does not affect any statutory cancellation rights that apply.

Our delivery and returns FAQs explain Royal Mail services, local collection, international quotes, tracking and current returns arrangements.

We do not accept change-of-mind returns on products that are personalised or made to your individual specifications. If an item is faulty, damaged or does not match the agreed order, including incorrect spelling or colours, email info@winterandwillow.co.uk with your order number, details and photos so we can help.

For parcels that arrive damaged, please send details and clear photographs of the item and packaging within 24 hours of receipt. This reporting request does not limit your statutory rights. Your statutory rights are not affected by these policies.