Privacy policy
Last updated: September 25, 2026
Letters from the Glen operates this store and website, including all related information, content, features, tools, products and services, in order to provide you, the customer, with a curated shopping experience (the "Services"). Letters from the Glen is powered by Shopify, which enables us to provide the Services to you. This Privacy Policy describes how we collect, use, and disclose your personal information when you visit, use, or make a purchase or other transaction using the Services or otherwise communicate with us. If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy controls with respect to the collection, processing, and disclosure of your personal information.
Please read this Privacy Policy carefully. By using and accessing any of the Services, you acknowledge that you have read this Privacy Policy and understand the collection, use, and disclosure of your information as described in this Privacy Policy.
Personal Information We Collect or Process
When we use the term "personal information," we are referring to information that identifies or can reasonably be linked to you or another person. Personal information does not include information that is collected anonymously or that has been de-identified, so that it cannot identify or be reasonably linked to you. We may collect or process the following categories of personal information, depending on how you interact with the Services, where you live, and as permitted or required by applicable law:
- Contact details including your name, address, billing address, shipping address, phone number, and email address.
- Financial information including payment card information, transaction details, form of payment, payment confirmation and other payment details. Payment card information is generally processed by our payment providers rather than being accessible to us in full.
- Account information including your username, password, preferences and settings.
- Transaction information including the items you view, put in your cart, or purchase, return, cancel and your past transactions.
- Communications with us including the information you include in communications with us, for example, when sending a customer support inquiry.
- Device information including information about your device, browser, or network connection, your IP address, and other unique identifiers.
- Usage information including information regarding your interaction with the Services, including how and when you interact with or navigate the Services.
Personal Information Sources
We may collect personal information from the following sources:
- Directly from you, including when you create an account, visit or use the Services, communicate with us, or otherwise provide us with your personal information.
- Automatically through the Services, including from your device when you use our products or services or visit our websites, and through the use of cookies and similar technologies.
- From our service providers, including when we engage them to enable certain technology and when they collect or process your personal information on our behalf.
- From our partners or other third parties.
How We Use Your Personal Information
We use your personal information only where necessary to operate Letters from the Glen, provide our products and services, communicate with you and meet our legal obligations.
Depending on how you interact with us, we may use your personal information for the following purposes:
- To process and fulfil your orders. We use your information to process payments, manage your subscription, prepare and send your monthly letter, arrange delivery and deal with returns, cancellations or other requests relating to your order.
- To manage your customer account and subscription. Where you create or use a customer account, we use your information to manage your account, subscription, payments and preferences, and to provide information relating to your subscription.
- To communicate with you. We use your contact information to send essential messages about your orders, subscription, account and enquiries, and to provide customer support.
- Marketing communications. If you choose to join our mailing list or otherwise provide the appropriate consent, we may use your email address to send occasional news, updates and information about Letters from the Glen. You can unsubscribe from these communications at any time.
- Security and fraud prevention. We may use personal information where necessary to help protect our website, accounts and customers, prevent fraud and maintain the security of our services.
- Legal and regulatory purposes. We may use and retain personal information where necessary to comply with legal obligations, respond to lawful requests, resolve disputes, enforce our terms and protect our legal rights.
Lawful Basis for Using Your Personal Information
We use different lawful bases depending on why we process your personal information:
- Contract: We process information where it is necessary to enter into or perform our contract with you, including processing orders and payments, managing subscriptions, arranging delivery and providing customer account services.
- Legal obligation: We may process personal information where necessary to comply with our legal, accounting, tax or other regulatory obligations.
- Legitimate interests: We may process personal information where necessary for our legitimate interests in operating, maintaining and improving Letters from the Glen, providing customer support, protecting our website and services, preventing fraud and managing our business, provided that these interests are not overridden by your rights and freedoms.
- Consent: Where we ask for your consent, such as for certain marketing communications, we will process your personal information on the basis of that consent. You can withdraw your consent at any time.
How We Disclose Personal Information
We may share personal information with trusted third parties where necessary to operate Letters from the Glen, provide our products and services, process payments, communicate with you and meet our legal obligations.
These third parties may include:
- Shopify and service providers. We use Shopify and other service providers to operate our website, process orders and payments, manage customer accounts and subscriptions, provide website and technical services, and securely store information.
- Payment providers. Payment information is processed by the payment providers available through Shopify. We do not have access to your full payment card details.
- Delivery and postal services. We may share the information necessary to address and deliver your order, such as your name and postal address, with postal or delivery services.
- Email and communications services. Where necessary, we may share your contact information with services we use to send emails and other communications that you have requested or consented to receive.
- Legal and regulatory purposes. We may disclose personal information where required by law, to respond to lawful requests, resolve disputes, enforce our terms or protect our legal rights, customers or services.
We do not sell your personal information ourselves. Shopify may process personal information for its own purposes, including through Shopify Network Intelligence, as described in the "Relationship with Shopify" and "Shopify privacy choices" sections of this Privacy Policy.
Third Party Websites and Links
Our website may contain links to websites or online platforms operated by third parties, such as social media platforms or other websites that may be useful or relevant to Letters from the Glen.
If you follow a link to a third-party website, that website will have its own privacy policy and terms. We are not responsible for the privacy practices, security or content of websites that we do not operate or control.
We recommend reviewing the privacy policies of any third-party websites you visit.
Relationship with Shopify
Letters from the Glen uses Shopify to host and operate this website and to provide services such as online checkout, payment processing, customer accounts and subscription management.
When you visit our website or place an order, Shopify may collect and process personal information as part of providing these services. Your information may also be processed by Shopify and its service providers in countries outside the UK where necessary to provide and support the Shopify platform.
Shopify also uses Shopify Network Intelligence to securely use customer data together with data from other Shopify merchants to provide certain Enhanced Services, including services that help improve products, store performance, personalization and advertising. No other merchant can access your individual customer data.
Where applicable, Shopify may process information about your interactions with our store together with information from other Shopify merchants and Shopify itself. Shopify is responsible for its own processing of personal information for these purposes.
You can learn more about how Shopify handles personal information in the Shopify Consumer Privacy Policy.
Shopify Consumer Privacy Policy → https://www.shopify.com/legal/privacy/app-users
You can also learn about your privacy choices and exercise applicable rights regarding Shopify's processing through the Shopify Privacy Portal.
Shopify Privacy Portal → https://privacy.shopify.com/en
Children's Data
Our website and services are not directed at children. We do not knowingly collect personal information from children.
If you believe that a child has provided us with personal information, please contact us using the contact details provided in this Privacy Policy so that we can review the matter and take appropriate action.
Security and Retention of Your Information
We take reasonable steps to protect your personal information and use appropriate security measures to help prevent it from being lost, misused, accessed without authorisation, altered or disclosed improperly.
However, no method of transmitting or storing information is completely secure, and we cannot guarantee the absolute security of your personal information.
We retain personal information only for as long as necessary for the purposes for which it was collected, including to provide our products and services, manage your account or subscription, comply with legal and accounting obligations, resolve disputes and enforce our agreements.
When personal information is no longer required, we will take reasonable steps to securely delete or anonymise it where appropriate.
Your Rights and Choices
Depending on the circumstances and the personal information we hold about you, you may have rights under applicable data protection law. These may include:
- Access: You can ask for a copy of the personal information we hold about you.
- Correction: You can ask us to correct inaccurate or incomplete personal information.
- Erasure: In certain circumstances, you can ask us to delete your personal information.
- Restriction: In certain circumstances, you can ask us to restrict how we use your personal information.
- Objection: In certain circumstances, you can object to our processing of your personal information. You have an absolute right to object to the use of your personal information for direct marketing.
- Data portability: In certain circumstances, you can ask to receive personal information you have provided to us in a structured, commonly used and machine-readable format, or ask us to transfer it to another organisation.
- Withdraw consent: Where we rely on your consent to process your personal information, you can withdraw that consent at any time. Withdrawing consent does not affect processing that took place before you withdrew it.
- Marketing preferences: You can unsubscribe from our marketing emails at any time by using the unsubscribe link in the email. We may still send essential communications relating to your orders, account or subscription.
To exercise your rights, please contact us using the contact details provided in this Privacy Policy. We may need to verify your identity before responding to a request.
We will deal with requests within the timescales required by applicable law. Under UK data protection law, requests will generally be responded to within one calendar month.
Shopify Privacy Choices
Because we use Shopify, Shopify may process certain information for its own purposes, including through Shopify Network Intelligence. Depending on your location and the choices available to you, you may be able to opt out of certain uses of your information for advertising through Shopify's privacy tools.
Shopify Consumer Privacy Policy → https://www.shopify.com/legal/privacy/app-users
You can learn more about Shopify's use of personal information and exercise applicable choices through the Shopify Privacy Portal.
Shopify Privacy Portal → https://privacy.shopify.com/en
For applicable US state privacy rights, you can also use the data-sharing opt-out provided on our website.
Complaints
If you have any concerns or complaints about how we handle your personal information, please contact us using the contact details provided in this Privacy Policy. We will do our best to resolve your concerns.
You also have the right to complain to the Information Commissioner's Office (ICO), the UK's independent supervisory authority for data protection.
You can contact the ICO through its website or by using the contact details published on the ICO's website.
Information Commissioner's Office (ICO)
If you are based outside the UK, you may also have the right to complain to the data protection authority in your country.
International Transfers
Some of the third parties we use to provide our website, payment, subscription, email and other services may process personal information outside the UK.
Where personal information is transferred outside the UK, we will ensure that the transfer is made in accordance with applicable data protection law. This may include transferring information to countries recognised as providing an adequate level of protection or using appropriate safeguards where required.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our services, how we process personal information, or changes in legal or regulatory requirements.
Any updated version will be published on this website and the "Last updated" date will be amended accordingly.
Contact
If you have any questions about this Privacy Policy, how we handle your personal information, or wish to exercise any of your rights, please contact us at:
Letters from the Glen
Email: hello@lettersfromtheglen.com
For the purposes of applicable data protection law, Letters from the Glen is the data controller of your personal information.