Effective Date: October 4, 2026
Lavender Hill Hardware respects your privacy and is committed to protecting the personal information you provide when using our website, placing an order, contacting our support team, or using our services.
This Privacy Policy explains what information we may collect, how we use it, how we protect it, and the choices available to you.
1. Information We Collect
Depending on how you interact with our website, we may collect the following information:
Information You Provide
When you place an order, contact us, or otherwise interact with our website, you may provide:
- Full name
- Billing address
- Delivery address
- Email address
- Telephone number
- Order information
- Payment-related information
- Customer service communications
- Information you provide when requesting a return or exchange
We only request information that is reasonably necessary to provide our services and process your requests.
Information Collected Automatically
When you visit our website, certain technical information may be collected automatically, such as:
- IP address
- Browser type and version
- Device type
- Operating system
- Pages visited
- Website interaction information
- Referring website
- Date and time of website access
This information may be used to maintain website security, understand website usage, troubleshoot technical issues, and improve our services.
2. How We Use Your Information
We may use your personal information to:
- Process and fulfill orders
- Process payments
- Arrange delivery
- Provide order confirmations and updates
- Handle returns, refunds, and exchanges
- Provide customer support
- Respond to enquiries
- Communicate important information about your orders
- Maintain and improve our website
- Prevent fraud and unauthorized activity
- Protect the security of our website and customers
- Meet legal and regulatory obligations
- Maintain appropriate business records
We will not use your personal information for purposes that are incompatible with the purposes described in this Privacy Policy unless permitted or required by applicable law.
3. Payment Information
Payments on our website may be processed through third-party payment providers.
We accept payment methods including credit cards, debit cards, and Shop Pay.
Depending on the payment method used, payment information may be processed directly by the relevant payment provider. We do not need to retain complete payment card details when the payment provider securely processes the transaction.
Payment providers may process information according to their own privacy policies and terms.
4. Order and Delivery Information
When you place an order, we may share the information necessary to fulfill and deliver that order with relevant service providers.
This may include information such as your name, delivery address, telephone number, email address, and order details.
Our delivery services may include:
- Royal Mail
- Evri
- DPD UK
Information is shared only as reasonably necessary to fulfill the relevant service.
5. Cookies and Similar Technologies
Our website may use cookies and similar technologies to help operate the website, remember preferences, understand website usage, improve functionality, and support security.
Cookies may be used for purposes such as:
- Website functionality
- Shopping cart and checkout functions
- Security
- Analytics
- Preferences
- Improving website performance
Where required by applicable law, we will request consent before using non-essential cookies or similar technologies.
You may be able to control or delete cookies through your browser settings. Disabling certain cookies may affect some website functionality.
6. Customer Support Communications
If you contact us by email, telephone, live chat, or another available support channel, we may retain the information you provide so that we can respond to your request and maintain an appropriate customer service record.
Our live chat support is available 24/7, while our customer support team is available Monday through Friday from 9:00 AM to 5:00 PM GMT.
7. Sharing Your Information
We do not sell your personal information.
We may share personal information with trusted service providers where necessary to operate our business and provide services to you.
These may include:
- Payment processors
- Delivery and shipping providers
- Website hosting providers
- Technology and website service providers
- Customer support providers
- Security and fraud-prevention providers
- Professional advisers where necessary
- Government authorities or law enforcement where legally required
Service providers are expected to handle personal information appropriately and only for legitimate business or legal purposes.
8. Legal Basis for Processing
Where applicable under UK data protection law, we process personal information based on one or more lawful grounds, including:
- Contract: where processing is necessary to fulfill an order or provide a service you requested.
- Legal obligation: where we are required to retain or disclose information to comply with the law.
- Legitimate interests: where processing is necessary for legitimate business purposes and does not override your rights and interests.
- Consent: where you have provided consent for a particular use of your information.
Where processing is based on consent, you may withdraw your consent where applicable.
9. Data Retention
We retain personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy, including fulfilling orders, providing customer support, maintaining business records, resolving disputes, preventing fraud, and meeting legal or regulatory requirements.
The appropriate retention period may vary depending on the type of information and the reason it was collected.
10. Data Security
We take reasonable technical and organizational measures to protect personal information against unauthorized access, loss, misuse, alteration, or disclosure.
However, no internet transmission or electronic storage system can be guaranteed to be completely secure. While we take appropriate precautions, we cannot guarantee absolute security.
11. Your Privacy Rights
Depending on your circumstances and applicable UK data protection law, you may have rights including:
- The right to request access to personal information we hold about you.
- The right to request correction of inaccurate or incomplete information.
- The right to request deletion of personal information in certain circumstances.
- The right to request restriction of processing in certain circumstances.
- The right to object to certain processing.
- The right to data portability where applicable.
- The right to withdraw consent where processing is based on consent.
You may contact us to exercise an applicable privacy right.
We may need to verify your identity before processing certain requests.
12. Marketing Communications
If we send marketing communications where consent is required, you can unsubscribe at any time by following the unsubscribe instructions included in the communication or contacting us directly.
Unsubscribing from marketing communications will not prevent us from sending essential communications relating to your orders, transactions, account, returns, or other services you have requested.
13. Children's Privacy
Our website is intended for general consumers and is not specifically directed toward children.
We do not knowingly collect personal information from children where prohibited by applicable law.
If you believe a child has provided personal information to us without appropriate authorization, please contact us so that we can review and address the situation.
14. Third-Party Websites
Our website may contain links to third-party websites, services, or platforms.
Those third parties operate independently and may have their own privacy policies. We are not responsible for the privacy practices or content of third-party websites.
We recommend reviewing the privacy policy of any third-party website before providing personal information.
15. International Data Transfers
Some service providers we use may process information outside the United Kingdom.
Where personal information is transferred internationally, we will take appropriate steps to ensure that the transfer is handled in accordance with applicable data protection requirements.
16. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our business, website, services, legal requirements, or privacy practices.
When changes are made, we will update the effective date at the top of this policy.
We encourage you to review this page periodically for the latest information about our privacy practices.
17. Contact Us About Privacy
If you have questions about this Privacy Policy, how we handle personal information, or wish to exercise an applicable privacy right, please contact us using the information below.
Business Information
Business Name: Lavender Hill Hardware
Legal Business Name: Lavender Hill DIY Hardware Ltd
Business Contact: +44 20 7223 8330
Business Mail: info@lavenderhillhardware.shop
Live Chat Support: 24/7
Customer Support Hours: Monday – Friday, 9:00 AM – 5:00 PM
Business Address: 147 Lavender Hill, London SW11 5QL
Time Zone: Greenwich Mean Time (GMT)