Privacy policy

Privacy Policy

Last updated: 10-May-2026

Franklin & Stitch operates this store and website, including all related information, content, features, tools, products and services, in order to provide you with a curated shopping experience (the “Services”). Franklin & Stitch is powered by Shopify, which enables us to provide the Services to you.

This Privacy Policy explains how we collect, use, disclose and protect your personal information when you visit, use, or make a purchase through the Services, or otherwise communicate with us.

By using the Services, you acknowledge that you have read this Privacy Policy.

Personal Information We Collect

When we use the term “personal information”, we mean information that identifies you or can reasonably be linked to you. This does not include anonymous or de-identified information.

Depending on how you interact with the Services, we may collect the following categories of personal information:

  • Contact details, including your name, billing address, shipping address, phone number and email address.
  • Payment and transaction information, including payment confirmation, order details and transaction history. Payment card information is processed securely by our payment providers and is not stored directly by us.
  • Account information, including login details, preferences and settings.
  • Purchase and browsing activity, including items viewed, added to basket, wishlisted or purchased.
  • Communications with us, including customer service enquiries and correspondence.
  • Device and technical information, including IP address, browser type, device identifiers and network information.
  • Website usage information, including how and when you interact with the Services.

How We Collect Personal Information

We may collect personal information:

  • Directly from you when you place an order, create an account, contact us or otherwise interact with the Services.
  • Automatically through cookies and similar technologies when you browse or use the Services.
  • From service providers and partners that help us operate the Services.
  • From third-party platforms or providers where permitted by law.

How We Use Your Personal Information

We may use your personal information to:

  • Process and fulfil orders, payments, returns and exchanges.
  • Provide customer support and communicate with you about your orders or account.
  • Personalise and improve the Services and your shopping experience.
  • Detect, prevent and investigate fraud, security incidents or misuse of the Services.
  • Comply with legal and regulatory obligations.
  • Send marketing communications where permitted by law or where you have provided consent.
  • Display relevant advertising and promotional content.

Legal Bases for Processing

Under UK data protection law, we rely on the following lawful bases for processing your personal information:

  • Contractual necessity — where processing is necessary to fulfil orders, process payments, arrange deliveries, and provide the Services to you.
  • Legitimate interests — where processing is necessary for our legitimate business interests, including improving our Services, securing our website, preventing fraud, and understanding customer behaviour, provided those interests are not overridden by your rights and freedoms.
  • Legal obligation — where we are required to process or retain information to comply with applicable laws, including tax, accounting, and consumer protection obligations.
  • Consent — where required by law, including for marketing communications and non-essential cookies or tracking technologies. You may withdraw your consent at any time.

Cookies and Similar Technologies

We use cookies and similar technologies to operate and improve the Services, remember your preferences, analyse website traffic, and provide personalised content and advertising.

Some cookies are essential for the operation of the website and cannot be disabled. Other cookies, including analytics and advertising cookies, will only be used where you have provided consent.

You can manage your cookie preferences through our cookie banner or your browser settings at any time.

How We Share Personal Information

We may share personal information with:

  • Shopify and other service providers who help operate the Services, including payment processors, shipping providers, hosting providers, analytics providers and customer support tools.
  • Marketing and advertising partners, where permitted by law.
  • Professional advisers, legal authorities or regulators where required to comply with legal obligations or protect our rights.
  • Third parties where you direct us to share your information or provide consent.

Shopify may process personal information outside the United Kingdom or European Economic Area. Where personal information is transferred internationally, appropriate safeguards will be used in accordance with applicable data protection laws.

Relationship with Shopify

The Services are hosted by Shopify. Shopify processes personal information to provide and improve the Services.

To learn more about how Shopify uses personal information, please visit:
Shopify Privacy Policy

Third-Party Services

We use certain third-party services to help operate and improve the Services. These providers may process personal information in accordance with their own privacy policies.

Judge.me Reviews
We use Judge.me to collect and display customer product reviews. Judge.me may process personal information such as your name, email address, review content, and any images you choose to submit in order to verify purchases and display reviews.

To learn more, please visit:
Judge.me Privacy Policy

Instagram Feed (Instafeed)
Our website may display content from Instagram using Instafeed or similar integrations. These services may connect to Meta Platforms, Inc. and may collect technical information in accordance with Meta’s privacy practices.

To learn more, please visit:
Meta Privacy Policy

Shopify Forms
We use Shopify Forms to collect information such as email addresses for marketing and promotional communications. You may withdraw your consent or unsubscribe from marketing communications at any time.

To learn more, please visit:
Shopify Privacy Policy

Shopify Inbox
We use Shopify Inbox to manage customer service and website chat enquiries. Messages and related information may be processed and stored by Shopify in order to provide these services.

To learn more, please visit:
Shopify Privacy Policy

Data Security

We use appropriate technical and organisational measures designed to protect your personal information against unauthorized access, misuse, loss, disclosure, or alteration.

However, no method of transmission over the internet or electronic storage is completely secure, and we cannot guarantee absolute security.

Data Accuracy

We take reasonable steps to ensure that the personal information we hold is accurate, complete, and kept up to date.

Data Retention

We retain personal information only for as long as necessary to fulfil the purposes described in this Privacy Policy, including satisfying legal, accounting, tax, reporting, and dispute resolution requirements.

For example:

  • Order and transaction records may be retained for up to 6 years to comply with UK tax and accounting obligations.
  • Marketing preferences are retained until you unsubscribe or request deletion.
  • Customer accounts may be retained until inactive for a reasonable period or deleted upon request, subject to legal obligations.

Your Rights

Depending on your location and applicable law, you may have the right to:

  • Access the personal information we hold about you.
  • Request correction of inaccurate personal information.
  • Request deletion of your personal information.
  • Restrict or object to certain processing activities.
  • Withdraw consent where processing is based on consent.
  • Request transfer of your personal information to another provider.
  • Opt out of marketing communications at any time.

To exercise your rights, please contact us using the details below.

We may need to verify your identity before responding to your request.

Marketing Communications

You may opt out of marketing emails at any time by using the unsubscribe link included in our emails or by contacting us directly.

Even if you opt out of marketing communications, we may still contact you regarding orders, transactions, or account-related matters.

Third-Party Links

The Services may contain links to websites or platforms operated by third parties. We are not responsible for the privacy practices or content of third-party websites.

Children’s Privacy

The Services are not intended for children under the age of 18, and we do not knowingly collect personal information from children.

Complaints

If you have concerns about how we process your personal information, please contact us using the details below.

If you are located in the United Kingdom, you also have the right to lodge a complaint with the Information Commissioner’s Office (ICO):

Information Commissioner’s Office (ICO)

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our practices, legal obligations or operational requirements. The updated version will be posted on this page with a revised “Last updated” date.

Contact

If you have questions about this Privacy Policy or would like to exercise your privacy rights, you can contact us at:

Email: hello@franklinandstitch.com

Address:

Franklin & Stitch
Flat 1, 172 Kingston Road
London
SW19 3NX
United Kingdom

For the purposes of applicable UK data protection law, Franklin & Stitch is the data controller of your personal information.