Privacy Policy

Last updated: 7 August 2026

This Privacy Policy explains how EcomFern, trading as Lottie & Faye Manchester, collects, uses, stores and shares personal information when you:

  • Visit lottieandfayemanchester.com;

  • Place an order with us;

  • Create or use a customer account;

  • Subscribe to our marketing communications;

  • Contact our customer-service team; or

  • Otherwise interact with Lottie & Faye Manchester.

In this Privacy Policy, “we”, “us” and “our” refer to EcomFern, trading as Lottie & Faye Manchester.

1. DATA CONTROLLER

The controller responsible for processing your personal information is:

Registered business: EcomFern
Trading name: Lottie & Faye Manchester
Website: lottieandfayemanchester.com
Email: info@lottieandfayemanchester.com
Business address: [INSERT REGISTERED BUSINESS ADDRESS]

Where a UK representative has been appointed under applicable data-protection law, its contact details should be added below:

UK representative: [INSERT UK REPRESENTATIVE DETAILS, IF APPLICABLE]

The controller is the person or organisation that decides why and how personal information is processed.

2. PERSONAL INFORMATION WE COLLECT

The personal information we collect depends on how you use our website and services.

Identity and contact information

This may include:

  • First and last name;

  • Billing address;

  • Delivery address;

  • Email address;

  • Telephone number; and

  • Customer-account details.

Order and transaction information

This may include:

  • Products ordered;

  • Product sizes, colours and variations;

  • Order number;

  • Purchase date;

  • Order value;

  • Payment status;

  • Delivery status;

  • Returns, refunds and cancellations;

  • Discount codes used; and

  • Communications relating to an order.

Payment information

Payments are processed by authorised payment-service providers.

Depending on the payment method selected, payment providers may collect:

  • Cardholder name;

  • Billing information;

  • Payment-card information;

  • Bank-account information;

  • Authentication information; and

  • Fraud-prevention information.

We generally do not receive or store complete payment-card numbers. Payment information is handled directly by the relevant payment provider.

Technical and device information

When you use our website, we or our service providers may automatically collect:

  • IP address;

  • Browser type and version;

  • Device type;

  • Operating system;

  • Language and time-zone settings;

  • Cookie identifiers;

  • Website activity;

  • Referral source;

  • Pages and products viewed;

  • Items added to a basket;

  • Checkout activity;

  • Approximate location derived from an IP address; and

  • Dates and times of visits.

Communications

When you contact us, we may collect:

  • The content of your message;

  • Your contact details;

  • Order information;

  • Photographs or videos you provide;

  • Complaint information;

  • Return or refund information; and

  • Records of our response.

Marketing and preference information

This may include:

  • Newsletter subscriptions;

  • Cookie preferences;

  • Marketing-consent records;

  • Products or categories you appear interested in;

  • Responses to promotions; and

  • Whether you opened or interacted with a marketing message.

Reviews and user-submitted content

If you submit a review, photograph, video or other content, we may collect:

  • Your name or chosen display name;

  • Your review;

  • Ratings;

  • Photographs or videos;

  • Product information; and

  • Information showing whether the review relates to a verified purchase.

Please do not include sensitive or unnecessary personal information in a public review.

3. HOW WE COLLECT PERSONAL INFORMATION

We collect personal information:

Directly from you

For example, when you:

  • Place an order;

  • Enter your details during checkout;

  • Create an account;

  • Contact customer service;

  • Request a return or refund;

  • Subscribe to marketing;

  • Submit a review; or

  • Participate in a survey, competition or promotion.

Automatically

Certain information is collected automatically through:

  • Cookies;

  • Pixels;

  • Tags;

  • Server logs;

  • Analytics tools; and

  • Similar technologies.

From third parties

We may receive information from:

  • Shopify;

  • Payment providers;

  • Delivery companies;

  • Fulfilment partners;

  • Marketing and advertising platforms;

  • Fraud-prevention providers;

  • Customer-review services;

  • Email and communication providers; and

  • Other service providers used to operate our store.

4. WHY WE USE PERSONAL INFORMATION

We use personal information only where we have a lawful basis to do so.

To process and fulfil orders

We use your information to:

  • Accept and process orders;

  • Take payment;

  • Confirm purchases;

  • Arrange fulfilment and delivery;

  • Provide tracking information;

  • Process cancellations;

  • Handle returns and refunds;

  • Communicate about an order; and

  • Provide customer support.

The lawful basis is normally that processing is necessary to perform our contract with you or to take steps at your request before entering into a contract.

To operate and secure our website

We use information to:

  • Provide website functionality;

  • Maintain shopping baskets and checkout sessions;

  • Detect technical problems;

  • Prevent fraud and misuse;

  • Protect customer accounts;

  • Monitor website security; and

  • Improve website stability.

The lawful basis is our legitimate interest in operating a secure and functional online store and, where applicable, compliance with our legal obligations.

To respond to enquiries

We use information to respond to:

  • Questions;

  • Complaints;

  • Return requests;

  • Refund requests;

  • Delivery enquiries; and

  • Other customer-service requests.

The lawful basis is performance of a contract, taking steps before entering into a contract or our legitimate interest in providing customer support.

To comply with legal obligations

We may process and retain information to:

  • Maintain accounting and tax records;

  • Respond to lawful requests;

  • Comply with consumer-protection requirements;

  • Handle legal claims;

  • Prevent unlawful transactions; and

  • Meet regulatory obligations.

The lawful basis is compliance with a legal obligation.

To improve our store

We may analyse information to:

  • Understand how visitors use our website;

  • Improve website navigation;

  • Improve product selection;

  • Evaluate store performance;

  • Diagnose technical problems; and

  • Improve customer experience.

Where non-essential cookies or similar technologies are used, this processing is based on your consent.

Where cookies are not involved, processing may be based on our legitimate interest in improving our business and services.

To send marketing communications

We may send you information about:

  • New products;

  • Special offers;

  • Promotions;

  • Abandoned baskets;

  • Seasonal collections; and

  • Other relevant store news.

We will do this with your consent or where marketing to an existing customer is otherwise permitted by applicable law.

You may unsubscribe at any time by:

Withdrawing consent does not affect processing that took place before consent was withdrawn.

To personalise advertising

With your consent, we may use advertising technologies to:

  • Measure advertising performance;

  • Understand which advertisements led to visits or purchases;

  • Build advertising audiences;

  • Show more relevant advertisements; and

  • Avoid repeatedly displaying the same advertisement.

You can withdraw or change your consent through the cookie settings available on our website.

5. COOKIES AND SIMILAR TECHNOLOGIES

Cookies are small files stored on your device when you visit a website.

We may use the following categories of cookies:

Strictly necessary cookies

These cookies are required to:

  • Operate the website;

  • Maintain your shopping basket;

  • Provide checkout functionality;

  • Process payments;

  • Prevent fraud;

  • Maintain security; and

  • Remember privacy choices.

These cookies cannot normally be disabled through our website because they are necessary to provide the service you requested.

Preference cookies

These cookies remember choices such as:

  • Language;

  • Location;

  • Currency;

  • Display settings; and

  • Other website preferences.

Analytics cookies

These cookies help us understand:

  • How visitors use the website;

  • Which pages and products are popular;

  • How visitors reached the website;

  • Whether technical errors occurred; and

  • How website performance can be improved.

Advertising cookies and pixels

These technologies may be used to:

  • Measure advertising results;

  • Record visits and purchases resulting from advertisements;

  • Create advertising audiences;

  • Display personalised advertising; and

  • Limit repeated advertisements.

Except where permitted by law, preference, analytics and advertising cookies will be activated only after you provide consent.

You can accept, reject or adjust non-essential cookies using the cookie banner or cookie-preference tool available on our website.

You may also delete cookies through your browser. Disabling strictly necessary cookies may prevent parts of the website from working correctly.

Further details about specific cookies, providers and expiry periods should be provided through our website’s cookie settings or separate Cookie Policy.

6. SHOPIFY

Our online store is hosted and powered by Shopify.

Shopify processes personal information to provide services including:

  • Website hosting;

  • Shopping-basket functionality;

  • Checkout;

  • Order management;

  • Store security;

  • Fraud detection;

  • Analytics;

  • Customer accounts; and

  • Other ecommerce functionality.

Depending on the Shopify services and settings we use, Shopify may process information as:

  • A processor acting on our instructions; or

  • An independent controller for certain enhanced or separately provided services.

Information processed through Shopify may include:

  • Name;

  • Contact information;

  • Billing and delivery information;

  • Order history;

  • Transaction information;

  • Device information;

  • Website activity;

  • Shopping-basket activity; and

  • Privacy-preference signals.

Shopify and its service providers may process information in countries outside the United Kingdom and European Economic Area.

You can obtain more information about Shopify’s processing practices through Shopify’s Consumer Privacy Policy.

7. PAYMENT PROVIDERS

Payments are processed using the payment methods displayed during checkout.

Depending on the options enabled on our website, these may include:

  • Credit or debit card providers;

  • Shopify Payments;

  • PayPal;

  • Klarna;

  • Digital-wallet providers; and

  • Other payment-service providers.

Payment providers process information to:

  • Complete payments;

  • Authenticate transactions;

  • Detect and prevent fraud;

  • Process refunds;

  • Handle payment disputes; and

  • Comply with legal and regulatory requirements.

Payment providers may act as independent controllers for the information they collect and process.

Their use of personal information is governed by their own privacy policies.

8. DELIVERY, FULFILMENT AND SUPPLIERS

We share information with delivery, fulfilment and logistics providers where necessary to complete your order.

Information shared may include:

  • Your name;

  • Delivery address;

  • Telephone number;

  • Email address;

  • Order contents;

  • Product information; and

  • Tracking or customs information.

Some products may be dispatched through international suppliers or fulfilment centres, including facilities located outside the United Kingdom and European Economic Area.

Only information reasonably necessary to process and deliver the order will be shared.

9. META ADVERTISING

Where you provide consent, our website may use advertising technologies supplied by Meta, including the Meta Pixel and related measurement tools.

These technologies may collect or receive information about:

  • Your browser and device;

  • Pages and products viewed;

  • Items added to your basket;

  • Checkout activity;

  • Purchases;

  • Advertising interactions;

  • Cookie identifiers; and

  • IP address.

We use this information to:

  • Measure advertising performance;

  • Understand whether advertisements resulted in purchases;

  • Build advertising audiences;

  • Show advertisements that may be more relevant; and

  • Improve our advertising campaigns.

Meta may combine information received through these technologies with information associated with a Facebook, Instagram or other Meta account.

Meta may process the information as an independent controller in accordance with its own privacy policy.

Advertising technologies will be activated only where the required consent has been obtained.

You can withdraw your consent through our website’s cookie settings.

10. EMAIL MARKETING

If you subscribe to our newsletter or otherwise validly consent to marketing, we may use your email address to send promotional communications.

We may use an email or marketing-service provider to:

  • Store subscriber information;

  • Send emails;

  • Manage unsubscribe requests;

  • Measure email delivery;

  • Record opens and interactions where permitted; and

  • Improve marketing communications.

You may unsubscribe at any time.

We may retain limited information on a suppression list after you unsubscribe to ensure that we respect your request and do not send further marketing.

11. ABANDONED BASKET COMMUNICATIONS

Where permitted by law and consistent with your communication choices, we may send reminders when you add products to your basket or begin checkout without completing an order.

Information used may include:

  • Your email address;

  • Products placed in your basket;

  • Checkout information; and

  • The date and time of the incomplete checkout.

You can unsubscribe from these communications using the link included in the message.

12. CUSTOMER REVIEWS

We may contact customers to request a review of a product or order.

A review request may be sent by us or through a review-service provider.

If you submit a review, it may be displayed publicly with:

  • Your chosen name;

  • Your rating;

  • Your written review;

  • Photographs or videos; and

  • A verified-purchase indicator.

We may moderate reviews to remove unlawful content, personal information, spam or content unrelated to the product.

We will not materially change the meaning of a genuine customer review.

13. WHO WE SHARE PERSONAL INFORMATION WITH

We may share personal information with:

  • Shopify and ecommerce-platform providers;

  • Payment processors and banks;

  • Delivery companies and couriers;

  • Suppliers and fulfilment partners;

  • Customs and import authorities;

  • Email and communication providers;

  • Advertising and analytics providers;

  • Website-hosting and technical-support providers;

  • Fraud-prevention and security providers;

  • Review-platform providers;

  • Accountants, lawyers, insurers and professional advisers;

  • Government bodies, regulators and law-enforcement authorities; and

  • A purchaser, investor or successor if our business is sold, transferred or reorganised.

We require service providers acting on our behalf to process information only for authorised purposes and to apply appropriate security measures.

We do not disclose personal information to unrelated third parties for their own direct marketing unless you have consented or another lawful basis applies.

14. INTERNATIONAL DATA TRANSFERS

Some of our service providers, suppliers and fulfilment partners are located outside the United Kingdom and European Economic Area.

This means personal information may be processed in countries with different data-protection laws.

Where required, we use appropriate safeguards such as:

  • An adequacy decision;

  • Standard contractual clauses;

  • The UK International Data Transfer Agreement;

  • The UK Addendum to standard contractual clauses;

  • Binding corporate rules; or

  • Another transfer mechanism permitted by applicable law.

You may contact us for further information about the safeguards used for a particular transfer.

15. 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, including legal, tax, accounting and reporting requirements.

Typical retention periods include:

Order and transaction records

Order, invoice, payment and accounting records will generally be retained for at least seven years, or longer where required under applicable tax or accounting rules.

Customer accounts

Customer-account information is generally retained while the account remains active.

After an account is closed, information may continue to be retained where necessary for legal, accounting, fraud-prevention or dispute-resolution purposes.

Customer-service communications

Customer-service enquiries and related communications are generally retained for up to two years after the matter is resolved, unless a longer period is necessary due to a complaint, dispute, legal claim or statutory obligation.

Marketing information

Marketing information is retained until you unsubscribe or withdraw consent.

Limited information may be retained on a suppression list to ensure that your marketing preference continues to be respected.

Cookie and analytics information

Cookie and analytics information is retained according to the lifespan of the relevant cookie and the retention settings of the relevant provider.

Legal claims

Information relating to a complaint, dispute, chargeback or legal claim may be retained until the applicable limitation period has expired and the matter has been fully resolved.

When information is no longer required, we will delete it, anonymise it or securely isolate it from further use.

16. DATA SECURITY

We use reasonable technical and organisational measures designed to protect personal information against:

  • Unauthorised access;

  • Accidental loss;

  • Misuse;

  • Alteration;

  • Disclosure; and

  • Destruction.

These measures may include:

  • SSL or TLS encryption;

  • Restricted account access;

  • Password protection;

  • Payment-provider security controls;

  • Access management;

  • Fraud monitoring;

  • Secure service providers; and

  • Regular software and security updates.

No internet transmission or storage system is completely secure. We therefore cannot guarantee absolute security.

You are responsible for keeping your account password confidential and should contact us if you believe your account or personal information has been compromised.

17. AUTOMATED PROCESSING AND FRAUD PREVENTION

We and our payment, ecommerce and fraud-prevention providers may use automated tools to identify:

  • Suspicious transactions;

  • Unusual account activity;

  • Payment fraud;

  • Identity misuse; and

  • Security threats.

This may result in an order being held for review, requiring additional verification or being declined.

We do not ordinarily make decisions based solely on automated processing that produce legal or similarly significant effects without appropriate safeguards.

18. YOUR DATA-PROTECTION RIGHTS

Depending on the law that applies to you, you may have the following rights:

Right of access

You may request confirmation of whether we process your personal information and receive a copy of that information.

Right to rectification

You may ask us to correct information that is inaccurate or complete information that is incomplete.

Right to erasure

You may ask us to delete your personal information in certain circumstances.

This right does not apply where we must retain information to comply with the law, establish or defend legal claims or complete another lawful purpose.

Right to restriction

You may ask us to restrict the processing of your information in certain circumstances.

Right to data portability

Where applicable, you may request personal information you provided to us in a structured, commonly used and machine-readable format.

Right to object

You may object to processing based on our legitimate interests where your particular circumstances justify doing so.

You have an absolute right to object to the use of your personal information for direct marketing.

Right to withdraw consent

Where processing is based on consent, you may withdraw that consent at any time.

Withdrawal does not affect the lawfulness of processing that took place before consent was withdrawn.

Rights relating to automated decision-making

Where applicable, you may have the right not to be subject to a decision based solely on automated processing that produces legal or similarly significant effects.

Right to complain

You have the right to complain to a data-protection authority.

As EcomFern is established in the Netherlands, the relevant supervisory authority is the Autoriteit Persoonsgegevens.

UK customers may also contact the Information Commissioner’s Office where the UK GDPR applies.

You may also complain to the data-protection authority in the country where you live or work or where you believe an infringement occurred.

19. HOW TO EXERCISE YOUR RIGHTS

To exercise a data-protection right, email:

info@lottieandfayemanchester.com

Please provide enough information for us to:

  • Identify you;

  • Locate the relevant information; and

  • Understand your request.

We may request additional information where reasonably necessary to verify your identity and protect your information from unauthorised disclosure.

We will respond within the period required by applicable law.

In most cases, no fee will be charged. We may charge a reasonable fee or refuse a request where permitted by law if the request is manifestly unfounded, excessive or repetitive.

20. CHILDREN’S INFORMATION

Our website is not directed at children, and we do not knowingly collect personal information from children who are not legally able to provide the relevant information or enter into a purchase.

Customers must meet the age requirements stated in our Terms and Conditions.

If you believe that a child has provided personal information to us without appropriate authorisation, contact us at info@lottieandfayemanchester.com.

21. THIRD-PARTY WEBSITES

Our website may contain links to websites, platforms or services operated by third parties.

We are not responsible for the privacy, security or content practices of third-party websites.

We recommend reviewing the privacy policy of any third-party service before providing personal information.

22. CHANGES TO THIS PRIVACY POLICY

We may update this Privacy Policy periodically to reflect:

  • Changes to our services;

  • Changes to our service providers;

  • Changes to our data-processing practices;

  • Legal or regulatory developments; or

  • Security and operational requirements.

The latest version will be published on this page with an updated revision date.

Material changes may also be communicated through the website or by email where appropriate.

23. CONTACT INFORMATION

For questions, concerns or requests concerning this Privacy Policy or your personal information, contact:

Registered business: EcomFern
Trading name: Lottie & Faye Manchester
Website: lottieandfayemanchester.com
Email: info@lottieandfayemanchester.com
Business address: [INSERT REGISTERED BUSINESS ADDRESS]