Privacy policy
Privacy Policy
At Slow Love Knitwear, we respect your privacy and are committed to protecting your personal information.
This Privacy Policy explains how we collect, use and protect your personal information when you visit or shop through our website at https://slowloveknitwear.com, create an account, sign up to our marketing communications, contact us, leave a review, or otherwise interact with us.
This Privacy Policy should be read alongside our Terms & Conditions, Returns & Refunds Policy and Cookie Policy.
1. Who we are
Slow Love Knitwear is responsible for the personal information we collect and use in connection with our website and business.
For the purposes of applicable UK data protection legislation, including the UK General Data Protection Regulation ("UK GDPR") and the Data Protection Act 2018, Slow Love Knitwear is the data controller for your personal information.
If you have any questions about this Privacy Policy or how we use your personal information, you can contact us at:
questions@slowloveknitwear.com
2. Information we collect
We collect personal information when you interact with Slow Love Knitwear. The information we collect depends on how you use our website.
Information you provide to us
This may include:
- Your name
- Email address
- Telephone number
- Billing address
- Delivery address
- Account details
- Order details
- Payment and transaction information
- Information relating to returns, refunds and exchanges
- Your communications with us
- Marketing preferences
- Product reviews and ratings
- Photographs or other content you choose to submit with a review
- Any other information you voluntarily provide to us
Information relating to purchases
When you place an order with us, we collect the information necessary to process and fulfil your purchase.
This may include your name, contact details, billing and delivery information, products purchased, order value, transaction information and information relating to returns or refunds.
Information collected automatically
When you visit our website, we and certain third-party service providers may automatically collect information about your device and how you use our website.
This may include:
- IP address
- Device type
- Browser type
- Operating system
- Approximate location
- Pages viewed
- Products viewed
- Links clicked
- Referring websites
- Marketing source
- Date and time of visits
- Information about how you interact with our website
- Cookie identifiers and similar technologies
Some of this information is collected through cookies, pixels, tags, scripts and similar technologies.
Further information is provided in our Cookie Policy.
3. How we collect your information
We may collect personal information:
- When you visit our website
- When you create an account
- When you place an order
- When you sign up to our email marketing
- When you sign up to SMS marketing
- When you contact us
- When you leave a product review
- When you interact with our website, emails or advertisements
- When you use payment services such as Klarna, PayPal or Shop Pay
- Through cookies and similar technologies
- Through social media and advertising platforms
- From third-party services that help us operate our business
4. How we use your information
We use your personal information for the purposes necessary to operate our business and provide our products and services.
This includes:
Processing and fulfilling orders
We use your information to:
- Process your order
- Process your payment
- Arrange delivery
- Send order confirmations
- Send delivery and tracking information
- Process returns, refunds and exchanges
- Provide customer service relating to your order
Managing customer accounts
If you create an account with us, we use your information to:
- Create and manage your account
- Allow you to view your order history
- Save relevant preferences
- Provide account-related communications
- Help maintain the security of your account
Customer service
We may use your information to respond to enquiries, provide customer support, investigate complaints and communicate with you about your interactions with us.
Marketing
Where permitted by law and, where required, with your consent, we may use your information to send you marketing communications about:
- New products and collections
- Product launches
- Offers and promotions
- Events
- Slow Love news and updates
- Other products or services that may be relevant to you
Our email marketing is managed through Klaviyo.
We may also use SMS marketing where you have provided the appropriate consent or where otherwise permitted by applicable law.
Reviews
We use Loox to collect and display customer reviews.
If you submit a review, we may use the information you provide, including your review, rating, name and any photographs or other content you choose to submit, to display customer feedback on our website and in our marketing.
Improving our website and services
We may use information about how customers use our website to:
- Understand which products and pages are popular
- Improve our website
- Improve our products and services
- Understand customer behaviour
- Measure marketing performance
- Identify technical problems
- Improve the customer experience
Advertising and analytics
Where appropriate and subject to applicable consent requirements, we may use analytics and advertising technologies provided by services including Google, Meta and TikTok.
These technologies may help us:
- Measure advertising performance
- Understand how visitors use our website
- Measure conversions
- Create or use advertising audiences
- Deliver relevant advertising
- Retarget visitors who have interacted with our website
Further information about cookies and similar technologies is provided in our Cookie Policy.
Security and fraud prevention
We may use personal information to detect, prevent and investigate fraud, abuse, suspicious activity and security incidents.
Legal purposes
We may process your information where necessary to:
- Comply with legal or regulatory obligations
- Respond to lawful requests from authorities
- Establish, exercise or defend legal claims
- Enforce our terms and policies
- Protect the rights, property and safety of Slow Love Knitwear, our customers or others
5. Our lawful bases for processing
Under the UK GDPR, we must have a lawful basis for processing your personal information.
Depending on the circumstances, we rely on the following lawful bases.
Contract
We process information where this is necessary to enter into or perform a contract with you, including processing and fulfilling your order.
Legal obligation
We may process information where necessary to comply with a legal obligation, including accounting, tax, financial reporting and fraud prevention requirements.
Legitimate interests
We may process information where this is necessary for our legitimate interests, provided those interests are not overridden by your rights and interests.
This may include:
- Operating and improving our website
- Managing our business
- Providing customer service
- Preventing fraud
- Maintaining website and system security
- Understanding website usage
- Managing certain forms of marketing where permitted by law
- Establishing or defending legal claims
Consent
Where required, we will ask for your consent before processing your personal information.
This may include certain marketing activities and the use of non-essential cookies or similar technologies.
You can withdraw consent at any time.
6. Marketing communications
If you sign up to receive marketing from us, we may send you marketing communications by email and SMS.
Our email marketing is managed through Klaviyo.
Marketing communications may include information about new products, collections, launches, offers, promotions, events and other Slow Love updates.
You can unsubscribe from marketing emails at any time by clicking the unsubscribe link contained in our emails.
For SMS marketing, you can opt out using the instructions provided in the relevant message.
You may continue to receive essential service communications after opting out of marketing. These may include order confirmations, delivery information, refund information and other communications necessary to provide services you have requested.
We will respect your marketing preferences and maintain appropriate records of consent and opt-outs.
7. Cookies and similar technologies
Our website uses cookies and similar technologies to provide and improve our website.
These technologies may be used to:
- Keep our website functioning properly
- Remember items in your shopping basket
- Maintain website security
- Remember preferences
- Understand website usage
- Analyse traffic
- Measure marketing campaigns
- Measure advertising performance
- Support relevant advertising
Some cookies are strictly necessary for the operation of our website.
Other cookies and similar technologies, including certain analytics and advertising technologies, may require your consent before they are used.
These technologies may be provided by Shopify, Google, Meta, TikTok, Klaviyo and other service providers.
You can manage your cookie preferences through our cookie consent tools where available.
For more information, please see our Cookie Policy.
8. Shopify
Our online store is powered by Shopify.
Shopify provides the ecommerce infrastructure that allows us to operate our website, process orders, manage customer information and provide ecommerce functionality.
Shopify may process personal information on our behalf and may also process certain information for its own purposes depending on the services being used.
9. Payment providers
We offer several payment methods, including:
- Shopify Payments
- Shop Pay
- PayPal
- Klarna
When you choose a payment method, relevant information may be shared with the applicable payment provider so that your payment can be processed and your transaction completed.
Payment providers may process information for purposes including payment processing, fraud prevention, security and identity verification.
We do not normally receive or store your full payment card number or security code.
Each payment provider may also process personal information in accordance with its own privacy policy.
10. Klarna
If you choose Klarna as your payment method, Klarna will process relevant personal information to provide its payment services.
This may include information necessary to identify you, process your payment and assess eligibility for Klarna's services.
Klarna processes personal information in accordance with its own privacy policy and terms.
11. PayPal
If you choose PayPal at checkout, relevant personal and transaction information may be shared with PayPal as necessary to process your payment.
PayPal will process your information in accordance with its own privacy policy and terms.
12. Shop Pay
If you use Shop Pay, Shopify and its associated services may process information required to provide Shop Pay functionality.
This may include information relating to your identity, payment and delivery.
Shop Pay is provided through Shopify's services and is subject to Shopify's applicable privacy information.
13. Klaviyo
We use Klaviyo to manage email marketing and certain marketing-related customer information.
Depending on your interactions with us, Klaviyo may process information such as your name, email address, telephone number, marketing preferences, purchase history and information about how you interact with our marketing communications.
This may include information such as whether an email was opened or whether links were clicked.
We use this information to send relevant communications, manage subscriptions, understand campaign performance and improve our marketing.
14. Loox reviews
We use Loox to collect and display customer reviews.
When you submit a review, Loox may process information associated with your review, including your name, review content, rating, photographs and relevant product or order information.
We may display reviews and customer-submitted content on our website and, where appropriate, use this content in our marketing.
You should only submit photographs or other content that you have the right to share with us.
15. Google
We may use Google services, including analytics and advertising services, to understand website usage, measure advertising performance and support advertising.
These services may use cookies, pixels, identifiers and similar technologies.
Depending on the service and your cookie preferences, information collected may include information about your device, website activity, interactions with advertisements and approximate location.
Where required, we will obtain your consent before using non-essential Google analytics or advertising technologies.
16. Meta
We may use services provided by Meta, including Meta advertising technologies, to measure advertising performance and understand how visitors interact with our website and advertisements.
These technologies may help us:
- Measure conversions
- Understand advertising performance
- Create or use advertising audiences
- Deliver relevant advertising
- Retarget visitors who have interacted with our website
Where required, we will obtain your consent before using non-essential Meta tracking technologies.
17. TikTok
We may use TikTok advertising and analytics technologies to measure campaigns, understand website activity and support advertising.
These technologies may collect information such as device information, browsing activity and interactions with our website or advertisements.
Where required, we will obtain your consent before using non-essential TikTok tracking technologies.
18. Who we share your information with
We do not sell your personal information.
We may share relevant personal information with trusted third parties where necessary to operate our business and provide our services.
These may include:
- Shopify
- Shopify Payments
- Shop Pay
- Klarna
- PayPal
- Klaviyo
- Loox
- Meta
- TikTok
- Delivery and courier providers
- Website, hosting and IT providers
- Fraud prevention and security providers
- Professional advisers, where necessary
- Government bodies, regulators or law enforcement where legally required
We only share information that is reasonably necessary for the relevant purpose.
Some of these providers may process personal information outside the United Kingdom.
19. International transfers
Some of the third-party service providers we use may process personal information outside the United Kingdom.
Where personal information is transferred outside the UK, we will take appropriate steps to ensure that the transfer is made in accordance with applicable data protection law.
This may include relying on:
- An adequacy decision or UK adequacy regulations
- Appropriate contractual safeguards
- International Data Transfer Agreements or UK Addendums
- Other lawful transfer mechanisms available under applicable data protection legislation
Where appropriate, additional safeguards may be used to protect your personal information.
20. How long we keep your information
We will only retain personal information for as long as reasonably necessary for the purposes for which it was collected.
The retention period will depend on the type of information and why we need it.
Order and transaction information
We may retain order and transaction information for as long as necessary to:
- Fulfil your order
- Manage returns and refunds
- Provide customer support
- Meet accounting and tax obligations
- Resolve disputes
- Establish or defend legal claims
Customer service information
We may retain customer correspondence for as long as reasonably necessary to deal with your enquiry and maintain appropriate business records.
Marketing information
We generally retain marketing information until you unsubscribe, withdraw your consent or we determine that it is no longer necessary to retain it.
Reviews
Reviews may remain published for as long as reasonably necessary for our website and marketing purposes, subject to applicable rights and requests.
Analytics information
Analytics and advertising information may be retained according to our business requirements and the retention settings of the relevant service providers.
When information is no longer required, we will securely delete it or anonymise it where appropriate.
21. Keeping your information secure
We take reasonable technical and organisational measures to protect your personal information against:
- Accidental loss
- Unauthorised access
- Unauthorised disclosure
- Unauthorised alteration
- Unauthorised destruction
However, no internet transmission or electronic storage system can be guaranteed to be completely secure.
Where appropriate, access to personal information is limited to people and service providers who need it for legitimate business purposes.
If we become aware of a personal data breach that is required to be reported under applicable law, we will take appropriate steps to investigate, contain and report the breach.
22. Your data protection rights
Depending on the circumstances, you have rights under applicable data protection law.
These may include the right to:
Access
Request a copy of the personal information we hold about you.
Rectification
Ask us to correct inaccurate or incomplete information.
Erasure
Ask us to delete your personal information in certain circumstances.
Restriction
Ask us to restrict the processing of your personal information in certain circumstances.
Objection
Object to certain types of processing, including processing based on legitimate interests and direct marketing.
Data portability
Request certain personal information in a structured, commonly used and machine-readable format, where applicable.
Withdraw consent
Where we rely on consent, you can withdraw your consent at any time.
These rights are subject to certain legal conditions and exemptions.
To exercise your rights, please contact us using the contact details in Section 1.
We may need to ask you for additional information to verify your identity before responding to your request.
We will generally respond to valid requests within one month, subject to applicable legal requirements.
23. Direct marketing and opting out
You can opt out of our marketing communications at any time.
For email marketing, use the unsubscribe link included in our emails.
For SMS marketing, follow the opt-out instructions provided in the relevant message.
You can also contact us directly at questions@slowloveknitwear.com.
Opting out of marketing does not prevent us from sending essential service communications relating to orders or services you have requested.
24. Children's privacy
Our website is intended for a general audience and is not specifically directed at children.
We do not knowingly collect personal information from children for marketing purposes.
If you believe that a child has provided us with personal information without appropriate consent, please contact us so that we can investigate and take appropriate action.
25. Third-party websites
Our website may contain links to third-party websites, including payment providers, social media platforms and other services.
If you follow a link to another website, that website will have its own privacy policy and terms.
We are not responsible for the privacy practices, content or security of third-party websites.
We recommend reviewing the privacy policy of any third-party website before providing personal information.
26. Social media
We may maintain accounts or profiles on social media platforms.
If you interact with us through social media, the relevant platform may collect and process information about your activity in accordance with its own privacy policy.
We may receive information from social media platforms where you interact with our content or communicate with us.
Please review the privacy settings and policies of the social media services you use.
27. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect:
- Changes to our business
- Changes to our website
- New technologies
- Changes to our service providers
- Changes to applicable laws or regulations
- Changes to how we process personal information
When we make changes, we will update the "Last updated" date at the top of this policy.
We recommend reviewing this Privacy Policy periodically.
28. Complaints
If you have a concern about how we have handled your personal information, please contact us first at:
questions@slowloveknitwear.com
We will do our best to resolve your concern.
You also have the right to complain to the UK's data protection regulator, the Information Commissioner's Office (ICO).
The ICO provides information about data protection rights and how to make a complaint.
29. Contact us
If you have any questions about this Privacy Policy, how we use your personal information, or wish to exercise one of your data protection rights, please contact us at:
Slow Love Knitwear