Privacy Policy

Last Updated: January 2026

1. Introduction

Welcome to Heather & Hem. We respect your privacy and are committed to protecting your personal data. This Privacy Policy explains how we gather, use, and look after your personal details when you visit our website, purchase our natural wool knitwear, read our brand story, or reach out regarding stockist partnerships.

2. Information We Collect

We collect information that helps us process your wool and knitwear orders securely. The data we collect includes:

• Identity and Contact Data: Your name, billing address, delivery address, email address, and telephone numbers.
• Financial Data: Payment details required to process your purchases. (Please note, we do not store full payment card details; these are handled securely by our payment processors).
• Transaction Data: Details about payments to and from you, and other details of the knitwear products you have purchased from us.
• Communication Data: Your preferences in receiving updates about our new wool collections or stockist information.

3. How We Use Your Information

We use simple processes and clear systems to manage your data. We will only use your personal data for the following purposes:

• To register you as a new customer and manage your account.
• To process and deliver your orders, including managing payments, fees, and shipping details.
• To communicate with you regarding your purchase or to respond to any questions about our materials and craftsmanship.
• To improve our shop, website functionality, and overall customer experience.

4. Sharing Your Data

We do not sell your personal data. We only share it with trusted third parties who assist us in operating our business and providing our services to you. These include delivery couriers, payment service providers, and technical support partners who help maintain our website. All our third-party service providers are required to take appropriate security measures to protect your personal information.

5. Data Security and Retention

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used, or accessed in an unauthorised way. We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including satisfying any legal, accounting, or reporting requirements.

6. Your Legal Rights

You have the right to request access to your personal data, ask for corrections to be made, or request deletion of your data. If you wish to exercise any of these rights, please contact us using the details provided below. We try to respond to all legitimate requests promptly and clearly.