Privacy Policy

1. Who we are

Cloth & Elm provides bespoke soft furnishings, consultations, measuring and related services.

For the purposes of data protection law, Cloth & Elm is responsible for the personal information we collect and use in connection with our business.

If you have any questions about this Privacy Policy or how we handle your personal information, please contact us:

Business name: Cloth & Elm
Email: hello@clothandelm.co.uk
Business address: 4 Church View, Castle Eaton, SN6 6LD

2. Information we collect

We may collect and process the following personal information when you contact us, request a quotation or place an order:

• Your name, email address, telephone number and postal address.
• Information about your home, including window measurements, photographs and details relevant to your project.
• Your design preferences, fabric selections and order specifications.
• Quotations, invoices, payment records and details of your orders.
• Correspondence between you and Cloth & Elm, including emails and consultation notes.
• Technical information collected when you use our website, such as your IP address and cookie preferences, where applicable.

We only collect information that is reasonably necessary to provide our services, manage our business and meet our legal obligations.

3. How we use your information

We use your personal information to respond to enquiries, arrange consultations and measuring visits, prepare quotations, process orders and provide our products and services.

We may also use your information to communicate with you about your order, arrange delivery or installation where applicable, issue invoices, maintain accounting records and respond to any questions or concerns.

We do not sell your personal information to third parties.

4. Our lawful basis for using your information

Under UK data protection law, we must have a lawful basis for using your personal information.

We generally rely on the following lawful bases:

• Contract: To prepare a quotation at your request, process your order and provide the products and services you have agreed to purchase.
• Legal obligation: To maintain records required for tax, accounting and other applicable legal requirements.
• Legitimate interests: To respond to customer enquiries, manage our business, maintain appropriate records and provide customer support, where these interests do not override your rights and freedoms.
• Consent: Where we ask for your permission to send optional marketing communications or use cookies that require consent.

Where we rely on consent, you may withdraw it at any time.

5. Sharing your information

We may share relevant personal information with trusted third parties where necessary to provide our services or operate our business.

These may include fabric suppliers, workrooms, independent fitters, delivery companies, payment providers, accountants and providers of website, email or business software.

We only share information that is necessary for the relevant purpose. Where third parties process personal information on our behalf, we require appropriate data protection arrangements.

When you select Send enquiry, your details are securely transmitted through Cloudflare and Resend to hello@clothandelm.co.uk, hosted by Microsoft 365. These providers process the message and associated technical information to deliver the email and help prevent abuse. The website does not keep your enquiry in browser storage or a separate customer database.

A successful submission message means the email service has accepted the message for delivery. No customer accounts or payments are handled by this website.

We may also disclose personal information where required by law.

6. How long we keep your information

We keep personal information only for as long as reasonably necessary for the purposes for which it was collected, including fulfilling orders, maintaining business records, handling enquiries and meeting legal obligations.

Financial and transaction records are retained for the periods required by applicable tax and accounting legislation.

Information relating to enquiries that do not result in an order will be retained for 12 months after our last contact with you, unless there is a legitimate reason to keep it for longer.

When information is no longer needed, we will securely delete or dispose of it.

7. How we protect your information

We take reasonable technical and organisational measures to protect your personal information against unauthorised access, loss, misuse, alteration or disclosure.

Access to personal information is limited to those who need it for legitimate business purposes.

Where we use third-party service providers to store or process information, we take reasonable steps to ensure appropriate safeguards are in place.

8. Cookies and website analytics

We do not use analytics cookies, advertising cookies, tracking pixels or browser local storage. Our hosting and security provider, Cloudflare, uses security cookies to help protect the website against automated abuse.

Strictly necessary security cookies do not require consent. If we introduce optional cookies or similar technologies that require consent, we will ask for your permission before using them and provide a way to refuse them or withdraw consent.

You can inspect, delete or block cookies through your browser settings. See our Cookie Policy for details of the security cookies, their duration and your controls.

9. Marketing communications

Your enquiry is used to respond to your request; it does not subscribe you to marketing emails.

If you choose to receive marketing communications from Cloth & Elm, we may contact you with information about our products, services or business updates.

We will only send electronic marketing where we have a lawful basis and are permitted to do so under applicable marketing and privacy legislation.

You can opt out of marketing communications at any time by following the unsubscribe instructions provided or contacting us directly.

We will continue to send essential communications relating to existing orders or services where necessary.

10. Your data protection rights

Under UK data protection law, you have rights in relation to your personal information, subject to applicable conditions and exemptions.

These may include the right to:

• Request access to the personal information we hold about you.
• Request correction of inaccurate or incomplete information.
• Request deletion of your personal information in certain circumstances.
• Request restriction of the way we use your information.
• Object to certain uses of your personal information, including direct marketing.
• Request the transfer of your information to you or another organisation where applicable.
• Withdraw your consent at any time where we rely on consent to use your information.

To exercise any of these rights, please contact us using the email address provided in this policy.

We will respond to your request in accordance with applicable data protection law.

11. International data transfers

Some of the third-party services we use may store or process personal information outside the United Kingdom.

Where we transfer personal information internationally, we will ensure that an appropriate legal mechanism or safeguard is in place, as required by UK data protection law.

Details of any applicable international transfers and safeguards can be requested using the contact information in this policy.

12. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business, website or legal obligations.

Any updates will be published on this page, together with the date the policy was last updated. Where required, we will bring significant changes to your attention.

13. Contact and complaints

If you have any questions or concerns about how Cloth & Elm handles your personal information, please contact us at:

Email: hello@clothandelm.co.uk

If you are unhappy with our response, you also have the right to complain to the Information Commissioner's Office (ICO), the UK's independent data protection regulator.

Make a complaint to the ICO