FAQ
Have questions? We've got answers!
Orders
Add the items you wish to purchase to your cart from the product page. Certain items offer customisation options - please make your selections on the product page before adding the item to your cart.
From the cart page, you can preview shipping options, apply discount codes, add notes like instructions for your order and choose from several quick checkout methods.
If your preferred express checkout option isn’t displayed, proceed to the checkout page to view the full range of payment options, including debit and credit cards, as well as instalment services such as Klarna, Shop Pay, Clearpay, and PayPal.
If you would like to order something bespoke or not available on our website, please see our custom request page.
Once your order has been placed, you will receive a confirmation email. You can also check the status of your order by signing into your customer account on our website or by entering your order number into our webchat.
If you have not yet had a shipping confirmation email with your dispatch and tracking information, please get in touch as soon as possible at customerservice@emilyproudfoot.com so we can update your order information.
Unfortunately if your order has already shipped, we will not be able to amend your dispatch details.
Depending on how far we are into production, will determine if we can make any changes to your order. Please contact us as soon as possible to request any amendments to your order.
Payments
Gift Vouchers
Gift vouchers are treated as a payment method in the form of store credit and can be applied at the checkout stage only.
They may be used to pay for the full order if the voucher value covers the total, or combined with another payment method such as card, Clearpay, or Klarna. Gift vouchers can also be used alongside valid discount codes or promotional offers.
Discount Codes
Discount codes can be entered in the code section of your basket during checkout.
Some discount codes can be combined. For example, if separate promotions are running (such as 10% off earrings and 20% off necklaces), both discounts will be applied automatically to the relevant items in your basket.
Other discounts cannot be combined. For instance, a storewide promotional discount cannot be used together with a loyalty reward. In these cases, only one discount code may be applied per order.
We accept:
- All major debit and credit card providers
- Googlepay, PayPal and Apple Pay
- iDEAL (Available in the Netherlands)
- Bancontact (Available in Belgium)
We also offer the option to split your purchase over interest free* instalments. To pay for your order by installments, the following payment providers can be selected during checkout*:
- Klarna
- Clearpay
- Shop Pay
- Paypal
* T&C's apply. 18+ only, subject to location and credit checks. Late payment fees may apply. Please spend responsibly.
Yes. You can pay in instalments using Clearpay, Shop Pay, Paypal or Klarna, which are available at checkout.
These options allow you to split the cost of your order into manageable payments, subject to approval by the provider. You can also combine instalment payments with gift vouchers or valid discount codes, where applicable. T&C's apply.
Shipping & Delivery
Yes, we ship worldwide!
Due to the nature of our business, we only ship orders using tracked and signed-for delivery services to ensure your jewellery arrives as quickly and securely as possible.
We do not offer in-person collection. Every order is sent in a discreet, fully insured, tracked, signed-for parcel to protect your purchase and guarantee safe delivery.
MADE TO ORDER
Made to order production times can be found in each product description. Emily lovingly hand crafts every piece from start to finish and to your desired specifications. Please allow the full production time in the description.
On average customised jewellery takes 4-8 weeks for crafting and hallmarking (which is a legal requirement).
READY TO SHIP
Ships within 1-3 business days
CUSTOM DESIGNED GOODS
Our custom designed goods are tailor made to your individual brief and require additional care, attention and time to perfect. On average custom designed goods ship within 3 months unless stated otherwise.
NEXT DAY DELIVERY SERVICES
Please note premium shipping services, such as next day delivery require one working day from order date for handling and packing.
For example: If you order on a Friday or over the weekend and select special next day, your item will not ship until Tuesday morning.
GRACE PERIOD DURING THE HOLIDAYS
All of our products are created in house or by using specialist 3rd party services, like hallmarking or casting. Every product has a rough shipping guideline in the listing and I will always do my best to ship within this time frame. During busy periods like Christmas or sale periods, there may be a 1-2 week delay in shipping due to myself and our suppliers experiencing high order volumes. We will always contact you in this event to update you on any issues and will always ship in time for the holidays.
When your order ships, you'll receive a tracking link via email or text, depending on the communication methods selected at checkout.
CAN'T FIND YOUR SHIPPING EMAIL?
Please check spam or junk folders as sometimes they may accidentally sort this email into the wrong folder. Please allow up to 72 hours for your tracking link to update, tracking links will go live once the courier has collected and processed your parcel through their system.
Individual courier service times can be found alongside courier services in the cart and at checkout.
Delivery typically takes between 2-3 working days for UK parcels and 5-14 days for international parcels after any required lead times have been completed.
We offer complimentary uk delivery and express courier delivery for all locations including the EU on orders £1000 & over via either DPD, DHL or Fedex Express.
International shipping is free for orders over £400.
Please note you must provide a valid email address and telephone number for the courier. Failure to provide this information will delay dispatch of your order.
- Shipping is calculated at the checkout and is based on location.
- Approximate shipping time frames are listed with each service option in basket and at the checkout.
- All orders are shipped with tracking and/or signature receipt.
- Our shipping fee does not include import charges or taxes, which are the sole responsibility of the buyer, please note failure to pay custom fees on international orders will delay delivery.
- Our standard shipping service for parcels going to Scotland, England and Wales is Royal Mail Next Day Delivery with an insurance coverage of up to £2,500. Orders above £2,500 will be shipped via a private fully insured courier.
Please note: we may upgrade your chosen courier method if there is a faster courier service available that offers the level of insurance and security required for your orders delivery. We will never charge you more shipping fees for this upgrade and only use this method if you have:
- Chosen service add ons like home sizing service
- Placed an order with multiple items which may require split deliveries
- Your order has qualified for free delivery
- You have spent over £1000, which will require a higher rate of insurance as well as signed and ID verified delivery
- During the holidays to ensure you receive your order in time (if you have ordered by our deadline dates and our production has delays due to higher order volumes)
All international orders may be subject to import duties, customs fees, and local taxes upon arrival in the destination country.
Emily Proudfoot does not collect taxes or duties at checkout. Any applicable import VAT, customs duties, sales taxes, handling fees, or additional charges imposed by local authorities are the sole responsibility of the client.
As customs policies and import charges vary between countries and are subject to change, we are unable to advise or estimate the amount of customs fees or taxes that may be payable on your order. We recommend reviewing your local import regulations prior to placing an order.
Custom-made and bespoke pieces are final sale and cannot be cancelled or returned due to refusal to pay import duties or taxes. Should a parcel be refused or returned to us, any customs charges, import duties, taxes, or associated fees will not be reimbursed, as these are collected independently by the destination country’s customs authority.
EU Clients — Import VAT & Duties
Emily Proudfoot is not VAT registered. Prices displayed are exclusive of import VAT, local taxes, and customs duties.
Clients within the European Union may be required to pay import VAT and customs duties upon delivery, depending on the regulations of their country. These charges are determined by local customs authorities and are outside of our control.
We kindly recommend reviewing your country’s import thresholds and applicable fees before placing an order.
You must provide a valid email address and telephone number when placing an order. This information is required so we can pass it on to the courier, who will use it to update you about your delivery.
Failure to provide up-to-date and valid contact information will delay the dispatch of your order until the correct details are received. This requirement is in place not only to ensure smooth and timely delivery but also to help prevent postal fraud.
We may upgrade your chosen courier method if there is a faster courier service available that offers the level of insurance and security required for your orders delivery. We will never charge you more shipping fees for this upgrade and usually use this method if you have:
- chosen service add ons like home sizing service
- placed an order with multiple items which may require split deliveries
- have spent over £1000, which will require a higher rate of insurance as well as signed and ID verified delivery.
In the event of a missed delivery, it is the buyer’s sole responsibility to rearrange delivery or collect the parcel from the local delivery depot within 14 days.
Buyers are responsible for all sales tax, import tax, customs duties, and any other fees incurred. We do not accept cancellations or returns for custom-made orders in an attempt to avoid paying import fees.
Failure to accept, collect, or pay any required duties is not covered by our parcel insurance and will not be reimbursed in the event of loss.
Please note: we do not offer refunds or reimbursements for the order or parcel value in the event of you failing to accept, collect, or rearrange delivery within the courier’s holding period. If a parcel is returned by the courier in this event, the buyer must cover any additional shipping costs for redelivery.
By purchasing from our website, you confirm your agreement to these terms.
Returns & Exchanges
Returns & Cancellations
If you wish to return an eligible item, you must notify us of your intention to return within 14 days of receiving your order. Returns can be requested through your customer account returns portal or by emailing customerservice@emilyproudfoot.com.
Once your return has been approved, the item must be sent back using a tracked delivery service and received by us within 30 days of delivery.
Return Eligibility
To be eligible for a refund, items must be returned unworn, unused, and in the same condition in which they were received, together with all original packaging, presentation boxes, documentation, certificates, authenticity cards, and any complimentary materials included with the order. Returns showing signs of wear, damage, alteration, or missing packaging may be refused or subject to a deduction where permitted by law.
Return Shipping
Customers are responsible for the cost of returning items. We strongly recommend using a fully tracked and insured delivery service, as we cannot accept responsibility for items lost or damaged in transit.
Original shipping charges, customs duties, taxes, and import fees are non-refundable.
Non-Returnable Items
The following items are non-returnable and non-refundable:
- Gift cards
- Engraved or personalised jewellery
- Custom-designed jewellery
- Bespoke commissions
- Made-to-order jewellery, including items produced in a specific ring size, chain length, metal, gemstone, or other specification selected by the customer
- Earrings and body jewellery (for hygiene reasons)
- Cosmetics and skincare products (for hygiene reasons)
- Mystery boxes
These items are exempt from cancellation and return rights where permitted under applicable consumer legislation, including goods made to a customer's specifications, clearly personalised items, and products unsuitable for return for hygiene reasons.
Faulty or Incorrect Items
Nothing in this policy affects your statutory rights. If you believe your item is faulty, damaged, or you have received the wrong item, please contact us within 48 hours so that we can investigate and resolve the issue promptly.
To return your product, please contact us using the tab at the bottom of the page and we can forward on your return information.
Customers are responsible for the cost of returning items. We strongly recommend using a fully tracked and insured delivery service, as we cannot accept responsibility for items lost or damaged in transit.
Original shipping charges, customs duties, taxes, and import fees are non-refundable.
Once your return has been received and inspected, we will notify you by email. Approved refunds are processed within 10 working days of receipt of the returned item. Please note that it may take additional time for your bank or payment provider to process and display the refund in your account.
Items must be returned with all original packaging, presentation boxes, documentation, certificates, authenticity cards, and any complimentary materials included with the order. Returns must be received in unworn, unused, and resalable condition.
Original shipping charges are non-refundable. Any taxes, customs duties, or import fees charged by local authorities on international orders are outside of our control and cannot be refunded.
Where permitted by law, we reserve the right to make a deduction from a refund if an item's value has been diminished as a result of handling beyond what is reasonably necessary to establish its nature, characteristics, and function.
If you are unsure or have any queries, please get in touch.
Gifts
If a ready-to-ship item was purchased as a gift and shipped directly to you, any approved return will be issued as online store credit equal to the value of the returned item. Once the return has been received and inspected, a digital gift certificate will be issued and sent to the email address provided.
All returned gift items must meet our return eligibility requirements and be returned in unworn, unused, and resalable condition, complete with all original packaging and accompanying materials.
Exchanges
If you wish to exchange an item, please contact us at customerservice@emilyproudfoot.com and we will be happy to assist.
Exchanges are subject to stock availability and approval. Customers are responsible for any applicable return shipping costs and any price difference between the original item and the replacement item.
Please note that items listed in our Non-Returnable Items section, including made-to-order, personalised, bespoke, and custom-designed jewellery, are not eligible for exchange. We reserve the right to refuse exchanges for items that have been worn, damaged, altered, or returned without their original packaging and accompanying materials.
Cancellations
Due to the made-to-order and personalised nature of our work, cancellations must be requested within 24 hours of placing an order via your account page. Once production has commenced, orders cannot be cancelled.
This policy applies to all made-to-order, personalised, bespoke, and custom-designed items. Ready-to-ship items may be cancelled prior to dispatch, subject to availability and any applicable consumer rights.
Chargebacks & Payment Disputes
We take fraudulent payment disputes seriously. Where a chargeback or payment dispute is raised in relation to goods or services that have been supplied in accordance with the customer's order and our published policies, we reserve the right to provide all relevant evidence to the payment provider and authorities, including order records, correspondence, production records, tracking information, proof of delivery, and acceptance of our Terms & Conditions.
Where we reasonably believe a chargeback or payment dispute has been made fraudulently or in bad faith, we reserve the right to suspend or permanently restrict access to our services and website.
Bespoke Design Service and Adding Customisation
Please see our dedicated bespoke service page here
We offer an add on sizing service with all ring purchases, please select 'add sizing service' in the sizing drop down menu and we will send you a reusable sizer in the mail. Once received, send us your size over email and we'll make your order to size.
Alternatively, please see our Size Guide for our sizing conversion chart. We can make jewellery in both UK and US sizes.
Please see our Engraving Guide for more information on our customisation option.
Please see our Materials Guide for more information on our available customisation option.
Warranty, Care & Repairs
All products come with a 3-year manufacturing warranty as of 2025. Orders placed before 2025 have a 2-year manufacturing warranty. During this period, we will repair any qualifying issues free of charge.
The warranty covers manufacturing and structural faults only. It does not cover loss, accidental damage or damage resulting from normal wear and tear, which would need to be covered by your own jewellery insurance.
Where possible, we may be able to restore your piece or replace stones outside of warranty coverage for a reasonable fee. Please contact us for further information and pricing.
Please note that any repairs or customisation carried out by a third party, or attempts to repair the item yourself, will void the warranty. The warranty also does not apply to items purchased through resale or third-party marketplaces and can only be activated by the original purchaser or gift recipient with proof of purchase.
HOW DO I ARRANGE A REPAIR?
Please get in touch via our contact page to arrange a repair.
HOW DO I SHIP MY REPAIR TO YOU?
We recommend using a trackable shipment service that is insured against damage or loss. Buyers are responsible for all return shipping costs and custom fees (if applicable) for repairs.
OUR MATERIALS
We offer our products in a range of metals, such as brass for our lighter cases and silver, high carats of solid gold (9k, 14k or 18k) or platinum for our jewellery.
Product materials are listed in the description. All of our products are handmade using recycled and ethically sourced materials where possible.
All polishes and finishing products that we use in post production are animal product free.
VARIANCE IN GEMSTONES
Natural gemstones are diverse in colour and feature their own unique characteristics. We think this makes our pieces special however please be aware made to order products will not have the exact same stone as our original sample photo. We aim to use stones as close to the original as possible but can't always guarantee the exact same colours or inclusions. The same can be said for engraved products - we will do our best to re-create the engraving as close to the one photographed on the listing, but due to the handmade nature of our business, each piece will have it's own unique characteristics and may differ slightly.
JEWELLERY CARE
Please see our detailed care guide for information on each metal we offer and how to care for them.
Products
If you suffer from metal allergies, we recommend choosing platinum or high-carat solid gold, such as 18k gold, depending on the type and sensitivity of your allergy.
Most allergic reactions to jewellery are caused by base metals such as brass, copper, or nickel, which are commonly found in fashion or costume jewellery. Choosing higher-quality metals can significantly reduce the risk of irritation, as they contain a lower percentage of other mixed metals.
Yes! We are proud to celebrate a decade of creating eco-conscious jewellery. See our sustainability page for more information on our environmental responsibility
In line with European regulations, all heavy silver and gold jewellery items are hallmarked by the London Assay and Birmingham Assay office.
Our gold and heavy silver jewellery is hallmarked in line with the Hallmarking Act 1973 by the London Goldsmiths’ Assay Office or Birmingham Assay Office. Hallmarks have been used for centuries in the UK as a guaranteed mark of metal purity and quality.
Some pieces such as lightweight silver studs, which are under the legal weight requirement, are exempt from hallmarking and may be sent without a hallmark.
Although relatively rare, some people experience a mild skin reaction to 925 sterling silver due to naturally acidic skin. This can cause temporary oxidisation when the copper content in 925 silver jewellery, particularly rings, comes into contact with moisture, household chemicals, lotions, or sunscreens.
This reaction usually subsides with regular wear. However, we recommend cleaning your jewellery gently with dish soap and lukewarm water, then buffing dry with a microfibre cloth to help neutralise the reaction more quickly.
For those who continue to experience skin reactions, we offer a rhodium (platinum) plating service, which creates a barrier to prevent further oxidation. Please email us to discuss platinum plating options.
Legal, Privacy and Terms of Service
OVERVIEW
This website is operated by Emily Proudfoot. Throughout the site, the terms “we”, “us”, and “our” refer to Emily Proudfoot. Emily Proudfoot offers this website, including all information, tools, and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies, and notices stated here.
By visiting our site and/or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including any additional terms, conditions, and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation browsers, vendors, customers, merchants, and contributors of content.
Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all terms and conditions of this agreement, you may not access the website or use any Services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.
Any new features or tools added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change, or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.
Our store is hosted on Shopify Inc., which provides us with the online e-commerce platform that allows us to sell our products and services to you.
SECTION 1 – ONLINE STORE TERMS
By agreeing to these Terms of Service, you confirm that you are at least the age of majority in your country of residence, or that you are the age of majority and have given consent for any minor dependents to use this site.
You may not use our products for any illegal or unauthorised purpose, nor may you violate any laws in your jurisdiction when using the Service (including but not limited to copyright laws).
You must not transmit any worms, viruses, or destructive code.
A breach or violation of any of these Terms will result in immediate termination of your Services.
SECTION 2 – GENERAL CONDITIONS
We reserve the right to refuse service to anyone for any reason at any time.
You understand that your content (excluding credit card information) may be transferred unencrypted and may involve transmissions over various networks and changes to meet technical requirements. Credit card information is always encrypted during transfer over networks.
You agree not to reproduce, duplicate, copy, sell, resell, or exploit any portion of the Service without express written permission from us.
Headings used in this agreement are for convenience only and do not limit or affect these Terms.
SECTION 3 – ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION
We are not responsible if information on this site is not accurate, complete, or current. The material is provided for general information only and should not be relied upon without consulting primary sources. Any reliance on the material is at your own risk.
Historical information may be provided for reference only and is not current. We reserve the right to modify site content at any time without obligation to update it.
SECTION 4 – MODIFICATIONS TO THE SERVICE AND PRICES
Prices are subject to change without notice.
We reserve the right to modify or discontinue the Service at any time without notice. We shall not be liable for any modification, price change, suspension, or discontinuance of the Service.
SECTION 5 – PRODUCTS OR SERVICES
Certain products or services may be available exclusively online and in limited quantities. These are subject to return or exchange only according to our Refund Policy.
We have made every effort to display product colours and images accurately, but we cannot guarantee your device’s display will be exact.
We reserve the right to limit sales by person, region, or jurisdiction and to discontinue products at any time.
We do not guarantee that products or services will meet your expectations or that errors will be corrected.
SECTION 6 – ACCURACY OF BILLING AND ACCOUNT INFORMATION
We reserve the right to refuse or cancel any order. Limits may apply per person, household, or order.
You agree to provide current, complete, and accurate purchase and account information and to promptly update your details as needed.
For more information, please review our Refund Policy.
SECTION 7 – OPTIONAL TOOLS
We may provide access to third-party tools “as is” without warranties or liability. Use of optional tools is entirely at your own risk.
Future features or services will also be subject to these Terms.
SECTION 8 – THIRD-PARTY LINKS
We are not responsible for third-party websites or materials and accept no liability for related damages. Please review third-party policies before engaging in transactions.
SECTION 9 – USER COMMENTS, FEEDBACK AND SUBMISSIONS
You agree that we may use any comments or submissions without restriction or compensation. We are under no obligation to maintain confidentiality or respond.
You agree your comments will not violate third-party rights or contain unlawful or harmful material. You are solely responsible for your comments.
SECTION 10 – PERSONAL INFORMATION
Your submission of personal information is governed by our Privacy Policy.
SECTION 11 – ERRORS, INACCURACIES AND OMISSIONS
We reserve the right to correct errors and cancel orders if information is inaccurate at any time without prior notice.
SECTION 12 – PROHIBITED USES
You are prohibited from using the site or content for unlawful purposes, infringement, harassment, misinformation, malware distribution, data scraping, or security interference. We may terminate access for violations.
SECTION 13 – DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY
The Service is provided “as is” and “as available” without warranties. Use of the Service is at your sole risk.
To the fullest extent permitted by law, Emily Proudfoot shall not be liable for any indirect, incidental, or consequential damages arising from use of the Service or products.
SECTION 14 – INDEMNIFICATION
You agree to indemnify and hold harmless Emily Proudfoot and affiliates from any claims arising from your breach of these Terms.
SECTION 15 – SEVERABILITY
If any provision is deemed unenforceable, the remaining provisions shall remain in effect.
SECTION 16 – TERMINATION
These Terms remain effective unless terminated by you or us. Obligations incurred prior to termination shall survive.
SECTION 17 – ENTIRE AGREEMENT
These Terms constitute the entire agreement between you and us and supersede prior agreements.
SECTION 18 – GOVERNING LAW
These Terms of Service shall be governed by and construed in accordance with the laws of the United Kingdom.
SECTION 19 – CHANGES TO TERMS OF SERVICE
We reserve the right to update these Terms at any time. Continued use of the Service constitutes acceptance of changes.
SECTION 20 – CONTACT INFORMATION
Questions about the Terms of Service should be sent to:
info@emilyproudfoot.com
PRIVACY POLICY
Last updated: 27 August 2026
Emily Proudfoot (“we”, “us”, “our”) operates this website and online store, including all related information, content, features, tools, products and services (together, the “Services”).
The Services are powered by Shopify, which provides the ecommerce platform that enables us to operate our online store and provide a secure shopping experience.
This Privacy Policy explains how we collect, use, store and disclose personal information when you visit or use our Services, make a purchase, contact us, or otherwise interact with us.
For the purposes of applicable UK data protection law, Emily Proudfoot is responsible for the personal information we process in connection with our Services.
If you have any questions about this Privacy Policy or how we use your personal information, please contact us at:
customerservice@emilyproudfoot.com
Where this Privacy Policy refers to “personal information”, this means information that identifies you or that can reasonably be linked to you. It does not include information that has been anonymised so that you can no longer be identified.
PERSONAL INFORMATION WE COLLECT
Depending on how you interact with our Services, we may collect the following categories of personal information.
Contact Information
This may include your name, billing and shipping address, telephone number and email address.
Payment and Financial Information
This may include payment card details, transaction information, payment confirmations and other information required to process a payment.
Payment information is processed through our payment providers. We do not intentionally store full payment card details ourselves.
Account Information
If you create or use a customer account, we may process information such as your username, account details, preferences and settings.
Transaction Information
This may include information about products you view, add to your cart or wishlist, purchase, return, exchange or cancel.
Communications
This includes information you provide when contacting us, including customer service enquiries, bespoke jewellery enquiries and other communications.
Device and Usage Information
We may automatically collect information about the device and browser you use to access our Services, including IP address, browser type, device identifiers, approximate location and information about how you browse and interact with our website.
Some of this information is collected through cookies and similar technologies, subject to your cookie preferences and applicable consent requirements.
HOW WE COLLECT PERSONAL INFORMATION
We may collect personal information from:
- You directly, for example when you place an order, create an account, contact us or submit information through our website.
- Automatically, through cookies and similar technologies when you use our website.
- Service providers, where they process information on our behalf.
- Payment providers, delivery providers and other partners, where necessary to provide our Services.
- Other third parties, where permitted or required by law.
WEBSITE ANALYTICS AND SESSION REPLAY
We use analytics and session replay technologies to help us understand how visitors use our website, identify technical issues, improve our website and provide a better experience for our customers.
We use Propel Replays for these purposes. Propel Replays helps us understand how visitors interact with our website and may collect information such as pages viewed, interactions with page elements, session duration, device and technical information, and approximate geographical location.
We use this information to:
- identify technical problems;
- understand how our website is being used;
- improve website functionality and user experience;
- investigate unusual or potentially automated activity, including bots; and
- help protect our website and customers.
Session Replay and Consent
Propel Replays may create a recording of a visitor’s interaction with our website, allowing us to review how the website was used during a particular session.
Session replay is treated as analytics/tracking technology and is therefore subject to applicable consent requirements.
For visitors in the UK, EU and EEA, Propel Replays is configured to require analytics consent before session recording begins. Consent is managed through Shopify’s Customer Privacy API and our website’s cookie consent mechanism.
Our cookie banner provides visitors with the option to accept or decline analytics technologies. Session recording does not take place for UK, EU or EEA visitors unless the relevant analytics consent has been provided.
If you decline analytics consent, you can continue to browse and use our website and purchase our products as normal.
If you change your consent preferences during a session, Propel Replays responds to that change. Where analytics consent is withdrawn, session recording stops. Where the relevant consent is subsequently granted, recording may begin in accordance with that consent.
If Shopify’s Customer Privacy API is unavailable, Propel Replays is designed to fail closed, meaning that it will not record the session or create recording cookies or replay events.
Information Captured by Session Replay
Propel Replays may capture information relating to your interaction with our website, such as:
- pages visited and navigation through the website;
- interactions with buttons, links and other page elements;
- session duration and activity;
- device and technical information;
- approximate geographical location; and
- information relating to website performance and functionality.
Propel Replays is configured not to record checkout or login information. We do not use session replay for the purpose of intentionally collecting sensitive personal information.
Managing Your Analytics Consent
You can change or withdraw your analytics consent at any time by accessing the Cookie Settings on our website.
Withdrawing analytics consent will not affect your ability to browse our website, place an order or use our Services.
For further information about the cookies and similar technologies used on our website, including how to manage your preferences, please see our Cookie Policy.
HOW WE USE YOUR PERSONAL INFORMATION
We use personal information for the following purposes.
Providing and Improving Our Services
We use your information to:
- process and fulfil orders;
- process payments;
- arrange delivery;
- manage customer accounts;
- provide customer support;
- process returns, exchanges and cancellations;
- respond to enquiries;
- provide bespoke and personalised services;
- improve our products, website and Services; and
- administer our relationship with you.
Where necessary to fulfil an order or provide a service you have requested, the relevant processing is based on performance of a contract.
Marketing and Advertising
Where permitted by law, we may use your information to send marketing communications or provide relevant advertising.
Where consent is required, we will ask for your consent and you can withdraw it at any time.
Where applicable, you may also have the right to object to direct marketing.
Website Analytics
We use analytics and session replay technologies, including Propel Replays, to understand how visitors use our website and to identify technical or usability problems.
Where consent is required for analytics cookies or similar technologies, we rely on your consent.
Security and Fraud Prevention
We may process information to protect our Services, prevent fraud, detect malicious or automated activity, investigate security issues and help keep our website and customers safe.
Where applicable, this processing is based on our legitimate interests in operating and securing our business and Services.
Communication and Customer Support
We use your information to respond to enquiries, provide customer support and communicate with you about your orders or other services you have requested.
Where this relates to an existing transaction or requested service, processing may be necessary for the performance of a contract or to take steps at your request before entering into a contract.
Legal and Regulatory Compliance
We may process and retain personal information where necessary to comply with legal obligations, establish or defend legal claims, enforce our policies, or respond to lawful requests from competent authorities.
LAWFUL BASES FOR PROCESSING
Under UK data protection law, we rely on one or more of the following lawful bases depending on the purpose for which your information is processed:
- Contract: where processing is necessary to provide products or services you have requested or to fulfil an order.
- Legal obligation: where we are required to process information to comply with a legal or regulatory requirement.
- Legitimate interests: where processing is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms.
- Consent: where you have given us permission to process your information for a specific purpose, such as certain analytics, cookies or marketing activities.
Where we rely on consent, you can withdraw that consent at any time. Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.
HOW WE SHARE PERSONAL INFORMATION
We may share personal information where necessary to provide our Services, operate our business, comply with legal obligations or otherwise as permitted by law.
This may include sharing information with:
- Shopify, which hosts and provides the ecommerce platform for our store;
- payment processors and payment providers, including Klarna and other providers made available through our store;
- delivery and fulfilment providers;
- analytics and technology providers, including Propel Replays;
- marketing and advertising providers, where applicable and in accordance with your preferences and applicable law;
- professional advisers and service providers who assist us in operating our business;
- companies within a business group, where applicable;
- law enforcement, regulators, courts or other authorities, where required or permitted by law; and
- other parties where you have requested or consented to the disclosure, where applicable.
Where third-party providers process personal information on our behalf, we take appropriate steps to ensure that they process information in accordance with applicable data protection requirements.
PAYMENT PROVIDERS – KLARNA AND BILLPAY
We offer payment options provided by third-party payment providers, including Klarna.
When you choose a payment option provided by Klarna, certain personal information may be shared with Klarna so that it can provide the requested payment service, assess eligibility where applicable, process the transaction and carry out necessary checks.
This may include contact information and order or transaction details.
Pay Later / Get First, Pay Later
Where applicable, your personal information may be transferred from Klarna to BillPay GmbH (“BillPay”) in connection with the selected payment service.
BillPay may process information for identity and credit checks and may share relevant information with credit reference agencies where permitted by law.
Pay Now / SOFORT Direct Banking
Where applicable, your personal information, including contact and order information, may be processed by Klarna in connection with the selected payment service.
Klarna and BillPay process personal information in accordance with applicable data protection laws and their own privacy policies.
Please refer to the relevant provider’s privacy information for further details about how they process your personal information.
RELATIONSHIP WITH SHOPIFY
Our Services are hosted and powered by Shopify.
Shopify processes personal information in connection with providing its ecommerce platform and related services. Depending on the processing involved, Shopify may act as a processor on our behalf or as an independent data controller for certain processing activities.
Shopify may process information relating to customers and visitors, including information required to provide the platform, prevent fraud, provide security, operate Shopify features and provide analytics and other services.
Shopify requires merchants to provide customers with information about Shopify’s processing and to provide access to Shopify’s privacy information. (Shopify)
For further information, please see:
Shopify Consumer Privacy Policy
THIRD-PARTY SERVICES AND LINKS
Our Services may contain links to websites, applications or services operated by third parties.
We are not responsible for the privacy practices, security or content of third-party websites or services. We recommend reviewing the privacy information provided by any third party before submitting personal information to them.
Where we use third-party service providers to process personal information on our behalf, we take appropriate steps to ensure that the processing is carried out in accordance with applicable data protection requirements.
CHILDREN’S DATA
Our Services are not intended for children.
We do not knowingly collect personal information from children. If you believe that a child has provided personal information to us, please contact us using the details below so that we can investigate and, where appropriate, delete the information.
SECURITY
We take reasonable technical and organisational measures to protect personal information against accidental loss, unauthorised access, alteration, disclosure or destruction.
However, no method of transmitting or storing information online can be guaranteed to be completely secure.
RETENTION OF PERSONAL INFORMATION
We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including to provide our Services, maintain appropriate business and financial records, resolve disputes, enforce our agreements and comply with legal, accounting and regulatory obligations.
The length of time we retain information depends on the type of information, the purpose for which it was collected and any applicable legal or regulatory requirements.
Where we no longer need personal information, we will securely delete it or anonymise it where appropriate.
YOUR PRIVACY RIGHTS
Depending on your circumstances and where you are located, you may have rights under applicable data protection law, including the right to:
- access your personal information;
- correct inaccurate or incomplete personal information;
- request deletion of your personal information in certain circumstances;
- request restriction of processing in certain circumstances;
- object to certain processing, including direct marketing;
- request data portability where applicable;
- withdraw consent where we rely on consent as our lawful basis; and
- object to certain automated decision-making or profiling, where applicable.
These rights are subject to certain legal conditions and exemptions, so they may not apply in every circumstance.
If you wish to exercise your rights, please contact us at:
customerservice@emilyproudfoot.com
We may need to verify your identity before responding to a request.
We aim to respond to valid requests within the time required by applicable data protection law.
INTERNATIONAL TRANSFERS
Some of the service providers we use may process personal information outside the UK or the European Economic Area.
Where personal information is transferred internationally, we take appropriate steps to ensure that the transfer is protected in accordance with applicable data protection law.
Depending on the circumstances, this may include relying on an adequacy decision or using appropriate safeguards such as the UK International Data Transfer Agreement (IDTA), UK Addendum to the EU Standard Contractual Clauses, or other lawful transfer mechanisms.
Where required, further information about the relevant safeguards can be requested from us using the contact details below.
YOUR RIGHT TO COMPLAIN
If you have concerns about how we have handled your personal information, please contact us first using:
customerservice@emilyproudfoot.com
If you are in the UK and remain dissatisfied, you have the right to complain to the Information Commissioner’s Office (ICO), the UK’s data protection regulator.
You can find further information at:
Information Commissioner’s Office (ICO)
You may also contact the relevant data protection authority in your country if you are located outside the UK.
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, legal requirements or other relevant developments.
When we make changes, we will update the “Last updated” date at the top of this Privacy Policy.
Where required by law, we will provide additional notice of significant changes.
CONTACT
If you have questions about this Privacy Policy, our use of your personal information, or wish to exercise your privacy rights, please contact:
Emily Proudfoot
Email: customerservice@emilyproudfoot.com