Privacy policy
This Privacy Policy explains how eteaket Limited ("eteaket", "we", "us" or "our") collects, uses and shares personal information when you visit our website, create an account, make a purchase, join Tea Tokens, take out a subscription, communicate with us or otherwise use our online services (together, the "Services").
Our online store is powered by Shopify, which provides the ecommerce platform that enables us to offer the Services.
For the purposes of the UK General Data Protection Regulation ("UK GDPR") and the Data Protection Act 2018, eteaket Limited is the data controller of the personal information described in this Policy, except where another organisation, including Shopify, acts as a separate controller for particular processing activities.
1. WHO WE ARE
eteaket Limited is a private limited company registered in England and Wales under company number 05815249.
Trading and contact address:
99 Giles Street
Leith
Edinburgh EH6 6BZ
United Kingdom
Registered office:
Union House
111 New Union Street
Coventry CV1 2NT
United Kingdom
VAT number: 926979265
Telephone: 0131 210 0484
Email: hello@eteaket.co.uk
Privacy contact: Erica Moore
Email: hello@eteaket.co.uk
2. PERSONAL INFORMATION WE COLLECT
When we use the term "personal information", we mean information that identifies you or can reasonably be linked to you.
Depending on how you interact with us, we may collect the following categories of personal information:
Contact details, including your name, billing address, shipping address, email address and telephone number.
Account information, including your login details, account preferences and settings.
Transaction information, including products you view, add to your basket, purchase, return or cancel, together with your order history and delivery information.
Payment and financial information, including payment method, payment status and transaction details. Full payment card information is generally processed securely by Shopify and/or our payment providers rather than being stored directly by eteaket.
Subscription information, including your Subscribe & Save products, delivery frequency, renewal details and subscription management activity.
Tea Tokens and loyalty information, including points balances, rewards activity and participation in the loyalty programme.
Reviews and feedback, including reviews, comments, photographs or other content you choose to submit.
Communications with us, including emails, live chat messages, WhatsApp messages, customer service enquiries, return requests and complaints.
Marketing preferences, including whether you have agreed to receive marketing and information about how you interact with our marketing communications.
Device and technical information, including your IP address, browser type, device information, network information, cookie identifiers and other similar identifiers.
Usage information, including information about how and when you use or navigate our website and interact with the Services.
3. HOW WE COLLECT PERSONAL INFORMATION
We may collect personal information:
Directly from you, for example when you place an order, create an account, join Tea Tokens, take out a subscription, contact us, leave a review, sign up for marketing or otherwise provide information to us.
Automatically through the Services, including through cookies, pixels and similar technologies when you browse or use our website.
From Shopify and other service providers, including payment providers, delivery companies, marketing services, analytics providers, review platforms, loyalty providers, subscription providers and customer communication tools.
From third parties, where appropriate and permitted by law.
4. HOW AND WHY WE USE YOUR PERSONAL INFORMATION
We only use personal information where we have a lawful basis to do so.
Providing our Services and fulfilling orders
We use your personal information to process and fulfil orders, take payment, arrange delivery, manage returns and refunds, provide customer support and manage your account.
Our lawful basis is generally that the processing is necessary to perform our contract with you or to take steps at your request before entering into a contract.
Subscriptions and loyalty services
We use personal information to administer Subscribe & Save subscriptions, Tea Tokens and other services you choose to use.
Depending on the activity, we rely on performance of our contract with you or our legitimate interests in operating and improving these services.
Communicating with you
We use personal information to respond to enquiries, provide order and account information, manage customer service requests, handle complaints and maintain our relationship with you.
We generally rely on contractual necessity or our legitimate interests in providing effective customer service.
Improving our website and Services
We may use information about how customers use our website and Services to understand performance, improve functionality, develop products and make the customer experience more useful.
Depending on the type of processing and technology involved, we rely on our legitimate interests or your consent.
Marketing and advertising
We may use personal information to send you news, product information, offers and other marketing communications where we are permitted to do so.
Where consent is required, we will ask for it. Where permitted by law, we may also contact existing customers about similar eteaket products and services, subject to your right to opt out.
We may also use information about your activity on our website for online advertising and campaign measurement through services such as Meta and Google, where you have provided the necessary consent.
Security and fraud prevention
We use personal information to help protect our website, customer accounts and business, including to identify suspicious activity, prevent fraud, protect payment security and investigate misuse.
We rely on our legitimate interests in protecting eteaket and our customers.
Legal and regulatory reasons
We may use and retain personal information where necessary to comply with tax, accounting, regulatory or other legal obligations, respond to lawful requests from public authorities, establish or defend legal claims or enforce our terms.
Our lawful basis is compliance with legal obligations and, where appropriate, our legitimate interests in protecting and enforcing our legal rights.
5. COOKIES, ANALYTICS AND ADVERTISING
We use cookies, pixels and similar technologies to operate our website, remember preferences, understand how the Services are used, measure performance and support marketing and advertising.
Our website and Services may use technologies provided by:
- Shopify
- Google Analytics
- Google Ads
- Meta Pixel
- our reviews platform
- our Tea Tokens/loyalty provider
- our subscription provider
- our email and messaging providers
- live chat and WhatsApp services
Some cookies and similar technologies are necessary for the website to function. Where applicable law requires consent for analytics, advertising or other non-essential technologies, these will only be activated after the relevant consent has been obtained.
You can manage available cookie choices through the cookie controls on our website and through your browser settings.
Disabling certain cookies may affect how some parts of the website function.
6. MARKETING PREFERENCES
You can opt out of promotional emails at any time using the unsubscribe link included in our emails or by contacting hello@eteaket.co.uk.
Where available, you can also manage marketing choices through your account or cookie settings.
Opting out of marketing will not stop us from sending service communications relating to your account, orders, subscriptions, deliveries or other services you have requested.
7. HOW WE SHARE PERSONAL INFORMATION
We may share personal information where reasonably necessary with organisations that help us operate our business, including:
Shopify, which hosts and operates our ecommerce platform.
Payment providers, banks and financial service providers involved in processing payments and transactions.
Delivery and fulfilment providers used to deliver orders.
Subscription providers used to administer Subscribe & Save.
Loyalty providers used to operate Tea Tokens.
Review platforms used to collect and publish customer reviews.
Email, messaging and customer communication providers, including live chat and WhatsApp services where used.
Analytics and advertising providers, including Google and Meta.
IT, hosting, security and technical service providers.
Professional advisers, including accountants, insurers and solicitors.
Government bodies, regulators, law enforcement agencies or courts where disclosure is required by law or reasonably necessary to protect our legal rights.
We may also disclose personal information in connection with a proposed or completed sale, merger, restructuring or transfer of all or part of our business or assets.
We do not sell customer personal information in the ordinary meaning of selling information for money.
8. 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 in order to provide and improve its ecommerce platform and related services.
Information you submit through our store may be transmitted to and shared with Shopify and third parties used by Shopify, including organisations located outside the United Kingdom.
We may also use Shopify features that use information about your interactions with eteaket alongside information about your interactions with Shopify and other Shopify merchants. For some of these activities, Shopify may act as a separate data controller and is responsible for its own processing of personal information.
Further information about Shopify's use of personal information is available in Shopify's Consumer Privacy Policy and through Shopify's Privacy Portal.
9. THIRD-PARTY WEBSITES AND LINKS
Our Services may contain links to websites or online platforms operated by third parties.
If you follow a link to a website or service not controlled by eteaket, that third party's own privacy policy and terms will apply.
We are not responsible for the privacy, security or content of independent third-party websites or services.
10. INTERNATIONAL TRANSFERS
Some of the organisations that provide services to us, including Shopify and other technology providers, may process personal information outside the United Kingdom.
Where personal information is transferred internationally, we use appropriate safeguards required by applicable data protection law. These may include UK adequacy regulations, recognised contractual safeguards or other lawful transfer mechanisms.
We receive only a very small number of occasional EU consumer orders, currently around six per year, representing approximately 1% or less of our overall order volume. We do not actively market specifically to EU consumers or run EU-specific campaigns.
We have assessed our current EU-related processing against Article 27 of the EU GDPR and currently rely on the occasional-processing exemption from the requirement to appoint an EU representative.
We will review this position if our EU activity materially changes, including if EU order volumes increase significantly or we begin actively marketing to EU consumers.
11. HOW LONG WE KEEP PERSONAL INFORMATION
We keep personal information only for as long as reasonably necessary for the purpose for which it was collected.
This may include keeping information for the period necessary to:
- fulfil and administer orders and subscriptions
- manage customer accounts and Tea Tokens
- provide customer service
- comply with tax and accounting obligations
- resolve disputes
- establish, exercise or defend legal claims
- meet other legal or regulatory requirements
Different categories of personal information may therefore be kept for different periods.
When information is no longer required, we will delete it, anonymise it or otherwise dispose of it appropriately.
12. SECURITY
We take reasonable technical and organisational measures designed to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.
However, no online system or method of transmitting information can be guaranteed to be completely secure.
You should keep your account login information confidential and contact us if you believe your account or personal information may have been compromised.
13. CHILDREN'S DATA
Our Services are not directed at children and we do not knowingly collect personal information from children in connection with ordinary purchases.
If you believe a child has provided personal information to us in circumstances where they should not have done so, please contact us so that we can take appropriate action.
14. YOUR DATA PROTECTION RIGHTS
Depending on the circumstances and applicable law, you may have the following rights in relation to your personal information:
Right of access – to ask for a copy of personal information we hold about you.
Right to rectification – to ask us to correct inaccurate information or complete incomplete information.
Right to erasure – to ask us to delete personal information in certain circumstances.
Right to restrict processing – to ask us to limit how we use your information in certain circumstances.
Right to object – to object to certain processing, including processing based on legitimate interests and direct marketing.
Right to data portability – in certain circumstances, to receive personal information you have provided to us in a structured, commonly used and machine-readable format or ask us to transfer it to another organisation.
Rights relating to automated decision-making – where applicable, you may have rights where a decision producing legal or similarly significant effects is made about you solely through automated processing.
Right to withdraw consent – where we rely on consent, you can withdraw that consent at any time. Withdrawal does not affect processing carried out lawfully before consent was withdrawn.
You have an absolute right to object to direct marketing.
These rights are not absolute and exemptions may apply.
To exercise your rights, contact hello@eteaket.co.uk. We may need to verify your identity before responding.
You will not normally have to pay a fee to exercise your rights.
15. COMPLAINTS
If you have a concern about how we collect or use your personal information, please contact us first and we will try to resolve it.
You also have the right to complain to the Information Commissioner's Office (ICO), the UK's independent data protection regulator.
Further information about making a complaint is available from the ICO at ico.org.uk.
If you are located in the European Economic Area, you may also have the right to complain to the relevant local supervisory authority.
16. CHANGES TO THIS PRIVACY POLICY
We may update this Privacy Policy from time to time to reflect changes to our Services, technology, business practices or legal and regulatory requirements.
Where we make changes, we will update the "Last updated" date shown at the top of this Policy and provide any additional notice required by law.
17. CONTACT US
If you have questions about this Privacy Policy, our use of personal information or wish to exercise your data protection rights, please contact:
eteaket Limited
99 Giles Street
Leith
Edinburgh EH6 6BZ
United Kingdom
Privacy contact: Erica Moore
Email: hello@eteaket.co.uk
Telephone: 0131 210 0484
Registered office: Union House, 111 New Union Street, Coventry CV1 2NT
Company number: 05815249
VAT number: 926979265