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␡Last updated: September 2026
1. Who We Are
Feather & Twigs Ltd (“we”, “us”, “our”) operates the website www.featherandtwigs.com
Registered address:
Feather & Twigs Ltd
60 Westhead Road
Croston
Lancashire
PR26 9RS
United Kingdom
Email: hello@featherandtwigs.co.uk
Telephone: +44 (0)7888 373246
We are committed to respecting and protecting your privacy. This Privacy Policy explains how we collect, use, store and share your personal information when you visit our website, shop with us, contact us or otherwise interact with Feather & Twigs.
We process personal information in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations (PECR).
2. What Information We Collect
Depending on how you interact with us, we may collect and process:
Contact information
Your name, Billing and delivery address, Email address, Telephone number
Order and account information
Products purchased, Order history, Delivery information, Returns and refunds, Customer account information, where you create an account
Payment information
Payments are processed securely by our payment service providers. Klarna, Clearpay, Pay Pal, Apple and Google Pay. We do not normally receive or store your complete payment card details.
Communications
Emails and messages you send us, Customer service enquiries, Information provided when contacting us about an order, product or service
Website and device information
IP address, Browser and device information, Website activity, Cookie identifiers, Information about how you arrived at and use our website
Marketing information
Your marketing preferences, Your consent choices, Information about your interaction wilth our marketing communications, where applicable
We may receive some information automatically through Shopify, cookies, analytics tools and other technologies used to operate our website.
3. How We Use Your Personal Information
We may use your personal information to:
Process, manage and deliver your orders
Take and verify payments
Provide order confirmations and delivery information
Process returns, exchanges and refunds
Create and manage customer accounts
Respond to enquiries and provide customer service
Maintain records of purchases and transactions
Prevent and detect fraud and protect the security of our website
Operate and improve our website
Understand how customers use our website
Improve our products, services and customer experience
Send marketing communications where permitted
Manage your marketing and cookie preferences
Measure the effectiveness of our marketing and advertising, where permitted
Comply with our legal, tax, accounting and regulatory obligations
Establish, exercise or defend legal claims
We only use personal information where we have an appropriate lawful basis for doing so.
4. Legal Basis for Processing
Under UK data protection law, we must have a lawful basis for collecting and using your personal information. The lawful basis depends on why we are using your information.
Contract
We process your personal information where it is necessary to enter into or fulfil our contract with you.
This includes:
Processing your order, Taking and confirming payment, Arranging delivery, Providing order and delivery updates, Managing returns, exchanges and refunds, Managing your customer account, Providing customer service relating to your purchase
Legitimate Interests
We may process personal information where it is necessary for our legitimate business interests, provided that those interests are not overridden by your rights and freedoms.
Our legitimate interests may include:
Operating and improving our business and website
Understanding how customers use our services
Improving our products and customer experience
Responding to general customer enquiries
Preventing and detecting fraud
Protecting our customers, website and business against security threats
Maintaining appropriate business records
Establishing, exercising or defending legal claims
Promoting our own similar products to existing customers where permitted by law
Where we rely on legitimate interests, we consider whether the processing is necessary and proportionate and balance our interests against your privacy rights.
Consent
Where required, we rely on your consent for activities including:
Certain email and other electronic marketing communications. Non-essential cookies and similar technologies. Advertising and tracking technologies, Certain analytics activities
Where processing is based on consent, you may withdraw your consent at any time.
Withdrawing consent does not affect the lawfulness of processing carried out before consent was withdrawn.
Legal Obligation
We process personal information where necessary to comply with legal and regulatory obligations.
This may include:
Maintaining financial, accounting and tax records, Complying with applicable consumer and trading laws, Responding to lawful requests from regulators, courts or public authorities, Meeting other legal requirements that apply to our business
5. Sharing Your Information
We do not sell your personal information.
We may share personal information with trusted organisations where necessary to operate our business and provide our services.
These may include:
Shopify, which provides our ecommerce platform and associated services
Payment processors and payment service providers
Delivery companies, couriers and fulfilment providers
IT, website hosting and technical service providers including Shopify
Analytics providers
Email and marketing service providers
Advertising platforms such as Google and Meta, where you have provided the appropriate consent
Professional advisers such as accountants, solicitors and insurers
Government bodies, regulators, courts or law enforcement authorities where legally required
We only provide third parties with information necessary for the relevant service and expect organisations processing information on our behalf to handle it securely and in accordance with applicable data protection requirements.
Some providers may act as independent controllers of your personal information and will process information in accordance with their own privacy policies.
6. International Transfers
Some of the organisations and technology providers we use may process or store personal information outside the United Kingdom.
Where personal information is transferred outside the UK, we take appropriate steps to ensure that it receives an appropriate level of protection in accordance with UK data protection law.
Depending on the country and service provider, this may include:
Transfers to countries recognised by the UK as providing an adequate level of data protection; or
The use of appropriate contractual safeguards, such as the UK International Data Transfer Agreement (IDTA) or the UK Addendum to the EU Standard Contractual Clauses, where applicable.
You may contact us if you would like further information about the safeguards applicable to your personal information.
7. How Long We Keep Your Information
We only retain personal information for as long as reasonably necessary for the purpose for which it was collected, including satisfying legal, accounting and reporting requirements.
The appropriate retention period depends on the type of information and why we hold it.
For example:
Order and transaction information may be retained for the period required to meet our tax, accounting and legal obligations.
Customer service correspondence may be retained for as long as reasonably necessary to resolve enquiries, complaints or disputes.
Customer account information may be retained while your account remains active and for an appropriate period afterwards.
Marketing information may be retained while you continue to receive marketing from us.
If you unsubscribe from marketing, we may retain limited information on a suppression or “do not contact” list so that we can respect your request and avoid contacting you again.
When personal information is no longer required, we will delete, anonymise or securely dispose of it where appropriate.
8. Your Data Protection Rights
Depending on the circumstances, UK data protection law gives you rights over your personal information.
These may include the right to:
Access – request a copy of the personal information we hold about you.
Rectification – ask us to correct inaccurate or incomplete information.
Erasure – ask us to delete your personal information in certain circumstances.
Restriction – ask us to restrict the way we use your information in certain circumstances.
Object – object to certain types of processing, including direct marketing.
Data portability – request that certain information is transferred to you or another organisation in a commonly used, machine-readable format where the right applies.
Withdraw consent – withdraw your consent at any time where we rely on consent to process your information.
These rights are not absolute and may not apply in every circumstance.
Your right to object to direct marketing
You have the right to object at any time to the use of your personal information for direct marketing. If you object, we will stop using your personal information for that purpose.
To exercise your rights, please contact:
We may need to verify your identity before responding to certain requests.
9. Data Security
We take appropriate technical and organisational measures to protect personal information against accidental loss, unauthorised access, alteration, disclosure or misuse.
These measures may include:
Secure website technology and encryption, Secure servers and systems, PCI-DSS compliant payment providers, Restricted access to personal information, Appropriate security measures used by our technology and service providers
While we take reasonable steps to protect personal information, no internet transmission or electronic storage system can be guaranteed to be completely secure.
10. Cookies & Tracking Technologies
Our website uses cookies and similar technologies.
Some cookies are necessary for the website to function properly, for example to remember items in your shopping basket, provide security or enable checkout.
We may also use optional cookies and similar technologies to:
Understand how visitors use our website
Measure website performance
Remember preferences
Measure the effectiveness of advertising
Support personalised advertising and marketing
These may include technologies provided by services such as Google and Meta Pixel, Shopify Analytics, Meta Pixel, Google Ads, Pinterest, Klarna, PayPal, Shop Pay,
Where consent is required, we will not use non-essential cookies or similar technologies unless you have provided the appropriate consent.
You can accept, reject or manage non-essential cookies through the cookie consent controls available on our website. You can change or withdraw your consent where those controls allow you to do so.
You can also manage cookies through your browser settings, although disabling certain necessary cookies may affect how the website functions.
For further details about the cookies and similar technologies used on our website, please refer to the cookie information provided through our website or cookie consent tool.
11. Marketing Communications
We may send you information about Feather & Twigs products, offers, news and events where you have consented to receive marketing communications from us.
In certain circumstances, we may also send electronic marketing about our own similar products to existing customers where this is permitted under PECR. This is sometimes referred to as the “soft opt-in”.
Where we rely on the soft opt-in, we will only do so where the relevant legal requirements are met. This includes providing an opportunity to opt out when your contact details are collected and in every subsequent marketing communication.
Where appropriate, our lawful basis under UK GDPR for this processing is our legitimate interest in promoting our products and maintaining our relationship with existing customers.
You can unsubscribe from marketing communications at any time by:
Clicking the unsubscribe link contained in our marketing emails; or
Contacting us at hello@featherandtwigs.co.uk
We will respect your marketing preferences.
If you unsubscribe, we may retain limited information on a suppression list to ensure that we do not send you further marketing communications.
12. Third-Party Links
Our website may contain links to websites operated by other organisations.
If you follow a link to another website, that organisation may collect and process your personal information in accordance with its own privacy policy.
We are not responsible for the privacy practices, content or security of third-party websites.
We recommend reviewing the privacy information of any external website you visit.
13. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our business, website, services, technology or legal requirements.
When we make changes, we will publish the revised Privacy Policy on our website and update the “Last updated” date at the top of this page.
We encourage you to review this policy periodically so that you remain informed about how we use and protect your personal information.
14. Contact Us & Complaints
If you have any questions about this Privacy Policy, how we use your personal information or wish to exercise your data protection rights, please contact us:
Feather & Twigs Ltd
60 Westhead Road
Croston
Lancashire
PR26 9RS
United Kingdom
Email: hello@featherandtwigs.co.uk
Telephone: +44 (0)7888 373246
If you have concerns about how we handle your personal information, please contact us first so that we have an opportunity to address your concerns.
You also have the right to make a complaint to the Information Commissioner's Office (ICO), the UK's independent data protection regulator.
Information about your rights and how to make a complaint is available from the Information Commissioner's Office at www.ico.org.uk.
