Privacy policy

This Privacy Policy explains how Thorne & Finch collects, uses, stores and shares personal information when you visit our website, use our online store, place an order, upload content, request artwork, contact us, sign up to marketing, or otherwise interact with us.

Please read this Privacy Policy carefully. By using our website or placing an order, you acknowledge that you have read and understood how we use personal information as described in this policy.

This Privacy Policy should be read together with our Terms of Service, Returns & Refunds Policy, Shipping Policy and Cookie Policy.

1. Who we are

This website is operated by Thorne & Finch.

For the purposes of applicable data protection laws, Thorne & Finch is the controller of the personal information we collect and use about you, unless this Privacy Policy states otherwise.

You can contact us about this Privacy Policy or your personal information at:

Thorne & Finch
Email: hello@thorneandfinch.com

2. Personal information we collect

The personal information we collect depends on how you interact with us.

We may collect and use the following types of personal information:

Contact and order details

This may include your name, email address, phone number, billing address, delivery address, order number and customer account details.

Payment and transaction information

This may include payment status, billing details, transaction details, order value, currency, refunds and payment confirmation.

We do not usually store full payment card details ourselves. Payments are processed by Shopify, payment providers and other secure payment partners.

Personalisation information

This may include names, dates, wording, messages, locations, product choices, artwork preferences, uploaded photos, reference images, pet images, family images, house images, memorial details, gift messages or other content you provide for a personalised product.

Artwork and customer support information

This may include artwork previews, revision requests, feedback, customer service messages, return or refund requests, photos of products or packaging, and any other information you send to us when communicating about an order.

Marketing information

This may include your marketing preferences, email subscription status, discount code usage, campaign interactions, email opens, email clicks and communication preferences.

Reviews, social media and customer content

This may include reviews, photos, videos, tags, comments, messages or other content you submit, post publicly, or give us permission to use.

Device, usage and website information

This may include your IP address, browser type, device type, operating system, pages viewed, products viewed, items added to cart, checkout activity, referring website, session information, approximate location, cookies, pixels and similar technologies.

3. How we collect personal information

We may collect personal information:

  • directly from you when you place an order, upload content, contact us, create an account, request support, sign up to marketing or submit information through our website;

  • automatically when you browse or use our website, including through cookies, pixels and similar technologies;

  • from Shopify and other service providers that help us operate our store;

  • from payment providers, fulfilment partners, delivery partners, analytics providers, marketing platforms and customer support tools;

  • from social media platforms, advertising platforms or review platforms where you interact with us.

4. How we use personal information

We use personal information to operate Thorne & Finch and provide our products and services.

This may include using personal information to:

  • process and manage orders;

  • create personalised artwork and product previews;

  • process artwork revisions and approvals;

  • produce, frame, fulfil and deliver products;

  • process payments, refunds, cancellations, returns and replacements;

  • provide customer support;

  • contact you about your order;

  • send transactional messages such as order confirmations, artwork previews, revision messages, dispatch updates and delivery information;

  • manage customer accounts;

  • detect, prevent and investigate fraud, misuse, security issues or unlawful activity;

  • improve our website, products, services, artwork process and customer experience;

  • send marketing emails where permitted;

  • show or measure advertising;

  • manage reviews, social media content and customer submissions;

  • comply with legal, tax, accounting, regulatory and operational obligations;

  • enforce our Terms of Service and other policies.

5. Lawful bases for using personal information

Where UK or European data protection law applies, we rely on different lawful bases depending on how and why we use your personal information.

We may use your information because it is necessary to perform a contract with you, such as processing your order, creating your personalised product, arranging delivery, handling payments, providing artwork previews, managing revisions, and dealing with order-related support.

We may use your information because we have a legitimate interest in operating and improving our business, protecting our website, preventing fraud, managing customer service, understanding how customers use our website, improving our products and resolving disputes.

We may use your information because you have given consent, such as where you opt in to marketing emails or consent to non-essential cookies, advertising pixels or similar technologies where consent is required.

We may use your information because we need to comply with legal obligations, such as tax, accounting, consumer protection, data protection, fraud prevention or regulatory requirements.

6. Personalisation content and uploaded images

When you upload or send us photos, reference images, names, wording, dates, messages or other content for a personalised product, we use that content to create, review, revise, produce and fulfil your order.

This may include sharing relevant content with trusted service partners who help us create artwork, prepare designs, produce products, frame products, fulfil orders, deliver parcels or provide customer support.

You should only upload or send content that you have the right to use. If your content includes another person, you should make sure you have their permission. If your content includes a child, you should only provide it if you are the parent or legal guardian, or if you have permission from the parent or legal guardian.

We do not use your uploaded photos, finished artwork, name, review, image or video in our marketing unless you have given permission, submitted it for that purpose, tagged us publicly, or otherwise agreed for us to use it.

7. Marketing emails

If you opt in to receive marketing emails, we may send you emails about exclusive offers, new print styles, personalised gift inspiration, product updates and other Thorne & Finch news.

You can unsubscribe from marketing emails at any time by using the unsubscribe link in our emails or by contacting us at hello@thorneandfinch.com.

Even if you unsubscribe from marketing emails, we may still send you non-marketing messages about your order, artwork preview, revisions, delivery, account, customer support request or other service-related matters.

8. Cookies, pixels and similar technologies

Our website may use cookies, pixels, tags, scripts, local storage, device identifiers and similar technologies.

Some of these are necessary for the website to work properly, such as checkout, cart, security and basic store functionality.

Others may be used for analytics, performance, personalisation, advertising, retargeting, measuring campaigns, remembering preferences or understanding how customers use our website.

Where required by law, we will ask for your consent before using non-essential cookies or similar technologies. You can manage cookie preferences through the cookie banner or cookie settings available on our website, where provided.

For more information, please see our Cookie Policy.

9. How we share personal information

We may share personal information with trusted third parties where necessary to operate our business, provide our products and services, or comply with legal obligations.

This may include:

  • Shopify, which hosts our store and checkout;

  • payment providers and fraud prevention tools;

  • production and delivery partners;

  • artwork, design and file-preparation tools;

  • email marketing and customer communication platforms;

  • customer support tools;

  • analytics and advertising platforms;

  • review platforms and social media platforms;

  • IT, hosting, cloud storage and security providers;

  • accountants, legal advisers, insurers and professional advisers;

  • regulators, public authorities, courts, law enforcement or other third parties where required by law or necessary to protect our rights.

We only share the information reasonably needed for the relevant purpose.

10. Shopify

Our store is hosted by Shopify, which provides the ecommerce platform that allows us to sell our products and services to you.

Shopify may collect and process personal information when you access or use our store, place an order, use checkout, make a payment, or interact with Shopify-powered features.

Information you provide through our store may be processed by Shopify and its service providers in order to provide checkout, payment, hosting, analytics, security, fraud prevention and other ecommerce services.

Shopify may also process some personal information as an independent controller for its own purposes, as described in Shopify’s own privacy notices.

11. International transfers

We sell and fulfil orders internationally and may use service partners located in different countries.

This means your personal information may be transferred to, stored in or processed in countries outside the country where you live, including countries that may have different data protection laws.

Where required, we rely on appropriate safeguards for international transfers, such as adequacy regulations, standard contractual clauses, the UK International Data Transfer Agreement, the UK Addendum to the EU Standard Contractual Clauses, or other recognised transfer mechanisms.

12. How long we keep personal information

We keep personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy.

How long we keep information depends on the type of information and the reason we collected it.

For example, we may keep order, transaction, tax and accounting records for as long as required by law. We may keep customer support, artwork approval, revision, refund and delivery records for as long as needed to manage your order, resolve disputes, enforce our policies, improve our services or meet legal obligations.

Where we no longer need personal information, we will delete it, anonymise it or securely retain it in line with our legal and operational requirements.

13. Security

We take reasonable steps to protect personal information from loss, misuse, unauthorised access, disclosure, alteration or destruction.

However, no website, online store, payment system, email system or method of electronic transmission is completely secure. You should take care when sending information online and avoid sending sensitive information through insecure channels.

14. Your rights

Depending on where you live and the laws that apply, you may have rights in relation to your personal information.

These may include the right to:

  • request access to personal information we hold about you;

  • request correction of inaccurate or incomplete personal information;

  • request deletion of personal information;

  • object to certain processing;

  • request restriction of certain processing;

  • request transfer of your personal information;

  • withdraw consent where we rely on consent;

  • opt out of marketing emails;

  • opt out of certain targeted advertising or sharing where applicable.

These rights are not absolute and may only apply in certain circumstances.

To exercise your rights, contact us at hello@thorneandfinch.com. We may need to verify your identity before responding to your request.

15. Complaints

If you have concerns about how we use your personal information, please contact us first at hello@thorneandfinch.com so we can try to resolve the issue.

If you are in the UK, you also have the right to complain to the Information Commissioner’s Office.

If you are outside the UK, you may have the right to complain to your local data protection authority.

16. Children’s privacy

Our website is not intended for children to use or purchase from without involvement from a parent or guardian.

We do not knowingly collect personal information from children for marketing purposes.

Where a personalised product includes a child’s image or details, the person placing the order confirms they are the parent or legal guardian, or that they have permission from the parent or legal guardian.

If you believe a child has provided personal information to us without appropriate permission, please contact us at hello@thorneandfinch.com so we can review the matter.

17. Third-party links

Our website, emails or social media may contain links to third-party websites, platforms or services.

We are not responsible for the privacy practices, content or security of third-party websites or services. You should review their privacy policies before providing personal information to them.

18. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business, website, services, technology, legal requirements or data practices.

Any changes will be posted on this page with an updated “Last updated” date.

19. Contact us

If you have any questions about this Privacy Policy, your personal information or your privacy rights, contact us at:

Thorne & Finch
Email: hello@thorneandfinch.com