Privacy Policy

Information we collect

We collect information that is needed to operate the website, process orders and provide customer support.

Depending on how you use Marlow Lane, this may include your name, email address, telephone number, billing address, delivery address, order details and information you choose to provide when contacting us.

We may also receive basic technical information when you use the website, such as your IP address, browser type, device information, pages visited and general website activity.

When you place an order

When you purchase an item from Marlow Lane, we use the information you provide to confirm the order, arrange delivery, provide order updates and respond to questions about your purchase.

Payment details are handled through the payment service selected during checkout. We do not use your complete payment card details for our own marketing or customer profiling.

We may share the information needed to complete an order with delivery providers, payment service providers and other service providers involved in fulfilling your purchase.

How we use your information

We use personal information only where there is a practical reason for doing so. This may include:

• processing and delivering orders;
• sending order and delivery updates;
• responding to customer enquiries;
• handling returns and refunds;
• maintaining customer accounts where available;
• improving the website and shopping experience;
• keeping website and transaction records accurate;
• meeting applicable legal and accounting requirements.

Customer support

If you contact us about an order, product, return, delivery or another website matter, we use the information you provide to respond to your enquiry.

Customer support messages are normally kept for up to 24 months after the matter has been resolved. Where a message relates directly to an order or another record that needs to be retained for longer, it may be kept with that record for the applicable retention period.

Website accounts

If you create an account, we use the information associated with that account to provide account features such as order history and account management.

If you ask us to close your account, we will normally remove or anonymise account information within 90 days, unless we need to keep particular information for an order, accounting, legal or other legitimate business purpose.

Marketing emails

We only send promotional emails where you have chosen to receive them or where another lawful basis allows us to do so.

You can unsubscribe at any time by using the unsubscribe option included in a marketing email or by contacting us directly.

After you unsubscribe, your marketing preference is updated without unnecessary delay. Basic suppression information may be retained for up to 24 months so that we can respect your preference and avoid sending unwanted marketing messages.

Cookies and similar technologies

Marlow Lane uses cookies and similar technologies to help the website function, remember certain preferences and understand how visitors use the website.

Some cookies are required for essential website functions, including shopping basket and checkout features. Other cookies may be used only where appropriate consent has been provided.

Further information about the cookies used on the website can be found in our Cookie Policy.

Website analytics

We may use website analytics services to understand general patterns such as which pages are visited, how visitors move through the website and whether particular pages are working as expected.

Where analytics technologies require consent, they will only operate in accordance with the choices available through the website’s cookie settings.

Who we share information with

We do not sell personal information.

Information may be shared with carefully selected service providers where this is necessary to operate Marlow Lane. These may include payment service providers, website and hosting providers, delivery companies, email service providers, analytics providers and professional advisers.

Service providers receive only the information reasonably required for the service they provide and are expected to handle information appropriately.

How long we keep information

We keep personal information only for as long as there is a reasonable business, legal or operational need for it.

Keeping information secure

We take reasonable technical and organisational steps to protect personal information from unauthorised access, loss, alteration or inappropriate use.

Access to customer information is limited to people and service providers who need it for legitimate business purposes.

No online service can guarantee that information will always be completely secure, but we review our website and information handling practices as part of normal business operations.

Your privacy choices

Depending on the circumstances, you may have rights in relation to the personal information we hold about you. These may include asking for access to your information, requesting correction of inaccurate information, asking for certain information to be deleted, or objecting to particular uses of your information.

You may also ask us to limit certain processing where applicable. We will consider each request in accordance with the requirements that apply to the information concerned.

To make a privacy request, please contact us using the details provided below.

Information about children

Marlow Lane is an online retail website intended for general adult shopping use. We do not knowingly request or collect personal information from children for marketing purposes.

Changes to this policy

We may update this Privacy Policy when our website, services or information practices change.

The latest version will always be published on this page. We encourage visitors to check this page occasionally so that they can see how information is handled.

Contact us

If you have a question about this Privacy Policy or the way Marlow Lane handles personal information, please contact us.