Privacy policy

Privacy Policy

Last updated: 15 July 2026

This Privacy Policy explains how Tender Moments Keepsakes collects, uses, stores and shares personal information when customers visit tendermomentskeepsakes.shop, place an order, contact us or otherwise use our services.

1. Who We Are

Tender Moments Keepsakes
16 Poppy Meadows
Hadleigh
SS7 2FA
United Kingdom

Email: sales@tendermomentskeepsakes.shop
Telephone: +44 7446 398728
Website: tendermomentskeepsakes.shop

For the purposes of applicable UK data protection law, Tender Moments Keepsakes is responsible for deciding how personal information collected through our store is used.

2. Information We Collect

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

your name;
billing address;
delivery address;
email address;
telephone number;
account information;
order details;
transaction information;
selected products and preferences;
personalisation details;
names, dates, messages, photographs or artwork submitted for personalised products;
customer-service communications;
reviews, comments and feedback;
marketing preferences;
IP address;
browser and device information;
operating-system information;
website activity;
referral information;
cookie and analytics information;
fraud-prevention and security information.

Payment-card details are normally processed directly by Shopify Payments or another authorised payment provider. We do not normally receive or store complete payment-card numbers.

3. How We Collect Information

We may collect information:

directly from you during checkout;
when you create or use an account;
when you submit personalisation details;
when you contact customer service;
when you subscribe to marketing;
when you submit a review;
automatically through cookies and similar technologies;
from Shopify;
from payment providers;
from delivery companies;
from security and fraud-prevention providers;
from analytics or advertising providers where permitted.

4. How We Use Information

We may use personal information to:

process orders;
produce personalised products;
verify and process payments;
deliver products;
provide order updates;
respond to enquiries;
handle returns and refunds;
investigate damaged or missing parcels;
prevent fraud;
protect our website and customers;
maintain business, accounting and tax records;
improve our products and services;
understand website performance;
manage customer accounts;
send marketing where permitted;
comply with legal obligations;
establish, exercise or defend legal claims.

5. Legal Bases for Processing

We rely on one or more lawful bases depending on the activity.

Contract

We use information where necessary to:

accept and fulfil an order;
produce personalised products;
process payments;
arrange delivery;
provide customer support;
process returns and refunds.

Legal Obligation

We may process information where necessary to comply with:

tax requirements;
accounting requirements;
consumer protection laws;
lawful regulatory requests;
fraud-prevention obligations;
court orders and other legal duties.

Legitimate Interests

We may process information where necessary for legitimate business interests, including:

operating and securing our website;
preventing fraud;
managing customer enquiries;
improving our store;
analysing business performance;
maintaining appropriate records;
resolving disputes;
establishing or defending legal claims.

We consider the potential impact on customers before relying on legitimate interests.

Consent

We may rely on consent for:

non-essential cookies;
certain marketing communications;
certain uses of customer photographs, reviews or testimonials;
other optional processing activities.

Consent may be withdrawn at any time.

6. Personalised Product Information

Personalisation information may include names, dates, photographs, messages and other personal details.

We use this information to:

produce the selected product;
confirm and fulfil the order;
handle customer-service issues;
correct production errors;
comply with essential record-keeping obligations.

Customers must have permission to submit personal information or photographs relating to another person.

Customers should not submit unnecessary sensitive information.

7. How We Share Information

We may share information with service providers where reasonably necessary, including:

Shopify and ecommerce service providers;
payment processors;
banks and payment networks;
delivery and postal companies;
website-hosting providers;
cloud-storage providers;
customer-service providers;
email service providers;
analytics providers;
advertising providers where consent or another lawful basis applies;
security and fraud-prevention providers;
accountants, insurers and legal advisers;
government bodies, regulators, courts or law-enforcement authorities where legally required.

Service providers may only process information for the relevant services and must handle it appropriately.

We do not sell personal information.

8. Shopify

Our online store is hosted through Shopify.

Shopify provides the ecommerce platform, checkout, hosting, security and related services used to operate our store. Shopify may process customer information in accordance with its own privacy documentation and contractual responsibilities.

9. International Data Transfers

Some service providers may process information outside the United Kingdom.

Where legally required, appropriate protections may be used, including:

UK adequacy regulations;
approved contractual protections;
the UK International Data Transfer Agreement;
an approved UK addendum to standard contractual clauses;
another legally recognised transfer mechanism.

10. Data Retention

We retain information only for as long as reasonably necessary for the purpose for which it was collected.

Indicative retention periods may include:

order, tax and accounting records: generally up to six years after the relevant accounting period;
transaction and delivery records: generally up to six years where required for legal, tax or contractual purposes;
customer-service enquiries: generally up to two years after resolution;
dispute information: for as long as reasonably necessary to resolve or defend the matter;
marketing information: until consent is withdrawn, the customer unsubscribes or the information is no longer required;
personalisation files: only for as long as reasonably necessary to fulfil the order, resolve issues and retain essential business records;
security records: for a reasonable period appropriate to fraud and security prevention.

Information may be retained for longer where required by law or necessary for legal claims.

11. Cookies

We use cookies and similar technologies for purposes including:

operating the shopping basket;
processing checkout;
maintaining website security;
remembering privacy preferences;
understanding website performance;
providing optional analytics;
measuring advertising where permitted.

Non-essential cookies will be managed in accordance with applicable consent requirements.

More information is available in our Cookie Policy.

12. Marketing

We may send marketing communications where:

the customer has consented;
another lawful marketing basis applies;
the communication is otherwise permitted by applicable law.

Marketing emails will include an unsubscribe option.

Customers may also unsubscribe by contacting:

sales@tendermomentskeepsakes.shop

Unsubscribing from marketing does not prevent us from sending essential order, security, delivery or customer-service messages.

13. Security

We use reasonable technical and organisational measures to protect personal information against:

unauthorised access;
accidental loss;
misuse;
alteration;
disclosure;
destruction.

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

Customers are responsible for keeping account credentials and passwords confidential.

14. Your Data Protection Rights

Subject to applicable law, you may have the right to:

request access to your personal information;
request correction of inaccurate or incomplete information;
request deletion of information;
request restriction of processing;
object to certain processing;
object to direct marketing;
request transfer of certain information;
withdraw consent;
submit a complaint.

Some rights are subject to legal limitations or exemptions.

To exercise a right, email:

sales@tendermomentskeepsakes.shop

We may request reasonable information to verify your identity.

15. Privacy Complaints

Email: sales@tendermomentskeepsakes.shop

Please include:

your name;
your contact details;
a description of the concern;
relevant order numbers or dates;
copies of relevant correspondence where appropriate.

You may also have the right to complain to the UK Information Commissioner’s Office.

16. Children’s Information

Our website is intended for adults who can enter into a purchase contract.

We do not knowingly invite children to place orders independently. A parent or legal guardian should submit an order that contains a child’s personal information.

17. Third-Party Links

Our website may contain links to third-party websites or services.

We are not responsible for the independent privacy practices, security or content of third-party websites.

18. Changes to This Policy

We may update this Privacy Policy to reflect changes to our services, technology, service providers or legal obligations.

The latest version will be published on this page with its revision date.

19. Contact Us