Privacy policy

Last updated: 20 August 2026

Clearspring Shop Limited, trading as Clearspring (“Clearspring”, “we”, “us” or “our”), operates this website and online store. We are the data controller responsible for the personal information described in this Privacy Policy, except where another organisation, such as Shopify, acts as a separate data controller.

Our website and related services, including our products, customer accounts, communications and online shopping services, are referred to in this policy as the “Services”.

This Privacy Policy explains how we collect, use, store and share your personal information when you visit or use the Services, make a purchase, contact us or otherwise interact with Clearspring.

Please read this policy carefully. If there is a conflict between our Terms & Conditions and this Privacy Policy concerning the collection, use or disclosure of personal information, this Privacy Policy will apply.

Personal information we collect

Personal information is information that identifies you or can reasonably be linked to you. Depending on how you interact with us, we may collect or process the following:

Identity and contact information, including your name, postal address, billing address, delivery address, telephone number and email address.
Order and transaction information, including products you view or purchase, your order history, delivery details, returns, refunds, discounts and payment status.
Payment information, including your chosen payment method and limited payment details supplied to us by our payment providers. Full payment card details are processed securely by Shopify or the relevant payment provider and are not stored directly by Clearspring.
Account information, including your login details, account preferences, subscription settings and saved information.
Communications, including information you provide when you contact us, use live chat, submit a form, make a complaint, exercise a data-protection right or communicate with our customer service team.
Marketing preferences, including whether you have agreed to receive marketing by email, text message or post, and details of any opt-out or objection.
Reviews and other content, including product reviews, competition entries, survey responses or other information you choose to submit.
Technical information, including your IP address, browser, device, operating system, network connection and other online identifiers.
Usage information, including how you use our website, the pages and products you view, links you select and when and how you interact with the Services.
Inferences and preferences, such as products or categories that may interest you, based on your purchases and interactions with the Services.

We do not intentionally ask you to provide special-category information, such as information about your health, ethnicity, religion or political opinions. Please do not include sensitive or confidential information when contacting us unless it is necessary for us to deal with your request.

How we collect personal information

We may collect personal information:

Directly from you, including when you place an order, create an account, subscribe to marketing, enter a competition, leave a review, contact us or otherwise provide information to us.
Automatically, when you visit or use the Services, through cookies, server logs and similar technologies.
From Shopify and our service providers, when they provide services such as website hosting, payment processing, order fulfilment, delivery, customer support, analytics or marketing on our behalf.
From marketing, advertising or business partners, where it is lawful and appropriate for them to provide information to us.
From other third parties, where you have asked them to share information with us or where the law otherwise permits the sharing.

If we obtain your personal information from another source, we will provide information about that source where required by law.

How and why we use personal information

We only use personal information when we have a valid reason, known as a lawful basis, for doing so.

Providing products and services

We use personal information to:

Process payments and fulfil orders.
Arrange delivery and provide delivery updates.
Manage customer accounts and subscriptions.
Process returns and refunds.
Provide customer support.
Send service messages about orders, accounts or changes affecting the Services.
Remember account preferences and products in which you have shown an interest.

We normally rely on the performance of our contract with you, or steps taken at your request before entering into a contract, for these purposes.

Operating and improving our business

We use personal information to operate, understand and improve our website, products, customer service and business processes. This may include analysing how customers use the Services, identifying popular products and improving the shopping experience.

We normally rely on our legitimate interests in operating and improving our business. Where consent is required for cookies or similar technologies, we rely on your consent.

Security and fraud prevention

We use personal information to:

Authenticate accounts and transactions.
Maintain the security of the Services.
Detect, investigate and prevent fraud, misuse, malicious activity and other unlawful behaviour.
Protect our customers, employees, systems, rights and property.

We rely on our legitimate interests in protecting our business and customers, and on our legal obligations where applicable.

Customer service and communications

We use personal information to answer questions, resolve issues, respond to feedback, investigate complaints and maintain our relationship with you.

Depending on the circumstances, we rely on our contract with you, our legal obligations or our legitimate interests in providing effective customer service.

Marketing and advertising

We may use personal information to:

Send marketing and promotional communications by email, text message or post.
Recommend products that may interest you.
Measure the effectiveness of marketing.
Show or support relevant advertising on our website and other online services.
Understand the interests and preferences of our customers.

Depending on the activity, we rely on your consent or our legitimate interests in promoting our products and developing our business. We comply with the additional rules that apply to electronic marketing and cookies.

You can change your marketing choices at any time, as explained under Your right to object to direct marketing below.

Legal and regulatory purposes

We may use personal information to:

Meet our legal, tax, accounting and regulatory obligations.
Respond to lawful requests from courts, regulators, law-enforcement agencies or public authorities.
Establish, exercise or defend legal claims.
Enforce our terms, policies and other agreements.
Support a sale, restructuring or transfer of all or part of our business.

We rely on our legal obligations and our legitimate interests in protecting and managing our business.

Cookies and similar technologies

We use cookies and similar technologies to operate the website, remember preferences, understand how the Services are used and, where permitted, support advertising.

Some cookies are necessary for the website to work. We ask for consent before using non-essential cookies where required by law.

You can manage non-essential cookies through the cookie banner or cookie settings made available on our website. You can also change your browser settings, although blocking necessary cookies may affect how the Services work.

Email and text-message marketing

Where you receive promotional emails from us, you can unsubscribe at any time using the unsubscribe link included in each email.

If we send marketing text messages, you can opt out using the instructions in the message.

Opting out of marketing will not prevent us from sending non-promotional communications, such as order confirmations, delivery updates, account information or responses to customer-service enquiries.

Postal marketing

We may use the name and postal address you provide when ordering from us or otherwise interacting with Clearspring, together with relevant information about your past purchases, to send you occasional offers, product news or other postal marketing that we think may interest you.

We normally rely on our legitimate interests when sending postal marketing. Before doing so, we consider whether the use is necessary, proportionate and within your reasonable expectations.

Your right to object to direct marketing

You have an absolute right to ask us to stop using your personal information for direct marketing at any time.

To stop receiving postal marketing, visit clearspring.co.uk/dm-optout.

You can also email gdpr@clearspring.co.uk to object to any form of direct marketing.

If you receive post addressed to someone who no longer lives at your address, please provide the name and address shown on the mailing so that we can investigate and suppress the relevant details.

When you opt out, we may retain the minimum information needed on a suppression list. This helps us respect your preference and prevents your details from being added to future marketing campaigns accidentally.

How we share personal information

We may share personal information where necessary with:

Shopify, which hosts and operates the ecommerce platform used to provide the Services.
Payment providers, banks and fraud-prevention providers.
Warehouse, fulfilment, delivery and courier providers that help us process and deliver orders.
Postal marketing and printing providers that prepare and send mailings on our behalf.
Technology and service providers, including providers of website hosting, cloud storage, IT support, customer service, subscriptions, reviews, rewards, analytics and communications.
Marketing and advertising partners, where permitted by law and consistent with your choices.
Professional advisers, including accountants, auditors, insurers and legal advisers.
Clearspring group companies and affiliates, where necessary for internal administration and the operation of our business.
Regulators, courts, law-enforcement agencies and public authorities, where disclosure is required or permitted by law.
Parties involved in a business transaction, such as a merger, acquisition, restructuring or sale of assets.

Our service providers are only permitted to use personal information for the agreed purposes and must protect it appropriately.

We may also share information when you ask or authorise us to do so, for example when using a third-party login, social-media feature or payment service.

Our relationship with Shopify

Our online store is hosted by Shopify. Shopify collects and processes personal information about your access to and use of the Services so that it can provide and improve its platform.

Information submitted through our store may be shared with Shopify and its service providers, including organisations located outside the UK.

For most store services, Shopify processes personal information on our behalf. Shopify may also act as a separate data controller for certain features, including some enhanced analytics, fraud-prevention and personalised shopping or advertising services.

You can learn more about Shopify’s use of personal information in the Shopify Consumer Privacy Policy. Where available, you can also exercise choices concerning Shopify’s independent use of information through the Shopify Privacy Portal.

International transfers

Some of the organisations that process personal information for us, including Shopify and its service providers, may be located outside the UK.

When personal information is transferred outside the UK, we use safeguards recognised by UK data-protection law. These may include:

Transfers to countries covered by UK adequacy regulations.
The UK International Data Transfer Agreement.
The UK Addendum to the European Commission’s Standard Contractual Clauses.
Another legally recognised transfer mechanism.

You can contact us if you would like further information about the safeguards used for an international transfer involving your personal information.

Third-party websites and services

The Services may contain links to websites, applications or platforms operated by third parties.

If you follow one of these links or use a third-party service, that organisation’s privacy policy will apply to its collection and use of your information. We are not responsible for the privacy, security or content of websites and services that we do not control.

How long we retain personal information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected.

The period will depend on factors including:

Whether the information is needed to provide an account, order or service.
The length of our relationship with you.
Legal, tax, accounting, product-safety and regulatory requirements.
The time needed to resolve a complaint, dispute, return or legal claim.
Security and fraud-prevention requirements.
Whether you have agreed to receive marketing or objected to it.

We may retain limited information on a suppression list for as long as necessary to ensure that a marketing opt-out continues to be respected.

When personal information is no longer required, we will delete it, anonymise it or securely dispose of it.

Security

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

However, no system or method of transmission is completely secure. Please take care when sending sensitive information and keep account passwords and login details confidential.

If you believe your account or personal information has been compromised, please contact us promptly at gdpr@clearspring.co.uk.

Children’s information

The Services are not intended for use by children, and we do not knowingly collect personal information from children.

If you are a parent or guardian and believe that a child has provided personal information to us, please contact gdpr@clearspring.co.uk so that we can investigate and, where appropriate, delete it.

Your data-protection rights

Depending on the circumstances, you may have the right to:

Access the personal information we hold about you.
Correct inaccurate or incomplete personal information.
Delete personal information in certain circumstances.
Restrict how we use personal information in certain circumstances.
Object to processing based on legitimate interests.
Object to direct marketing at any time.
Receive or transfer certain personal information in a portable format.
Withdraw consent where we rely on consent. Withdrawal will not affect processing that took place before consent was withdrawn.
Complain about how we have used your personal information.

These rights are not absolute and may not apply in every situation. We may need to request information to confirm your identity before responding. We will only request information that is reasonable and necessary.

To exercise a right, email gdpr@clearspring.co.uk. We will respond within the period required by applicable law.

Data-protection complaints

If you have a concern or complaint about how we collect, use, store or share your personal information, please email gdpr@clearspring.co.uk.

We will:

Acknowledge your complaint within 30 days.
Investigate it appropriately and without undue delay.
Keep you informed if the investigation is ongoing.
Tell you the outcome without undue delay.

We would appreciate the opportunity to resolve your concern directly. However, you also have the right to complain to the UK data-protection regulator:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113
Website: ico.org.uk/make-a-complaint

If you live outside the UK, you may also have the right to complain to the data-protection authority responsible for your location.

Changes to this Privacy Policy

We may update this Privacy Policy to reflect changes to our practices, the Services, technology or legal and regulatory requirements.

When we make changes, we will publish the revised policy on this website and update the “Last updated” date. Where required, we will provide additional notice.

Contact us

Clearspring Shop Limited is the data controller responsible for the personal information described in this policy.

If you have questions about this Privacy Policy, would like to exercise a data-protection right or wish to make a complaint, please contact:

Email: gdpr@clearspring.co.uk

Clearspring Shop Limited
19 Acton Park Estate
London
W3 7QE
United Kingdom