Privacy Policy

1. Who we are

This privacy policy applies to Luxbranding Ltd (“we”, “us”, “our”). We are registered in England and Wales, company number 12281385, and our registered office is at 128 City Road, London EC1V 2NX. If you have any questions about this policy or how we handle your data, please contact us at support@luxbranding.co.uk.

2. What data we collect

We may collect the following personal data:

• Contact form submissions: your name and email address when you get in touch with us.
• Orders: the billing details you give at checkout (such as your name, email address, postal address and phone number) so we can process and deliver your order.
• Chat messages: anything you send us through the chat on our website.
• Browser and device data: information such as your IP address, browser type, operating system, and pages visited, collected automatically via analytics tools.
• Cookies: small text files stored on your device that help us understand how our site is used (see section 8).

3. How we use your data

We use your personal data to:

• Respond to your enquiries and provide the services you have requested.
• If you buy from us, send you occasional emails about our own similar services. You can unsubscribe from any email at any time. Anyone else only receives marketing emails if they have opted in.
• Analyse and improve the performance and content of our website.

4. Legal basis for processing

We process your personal data under the following legal bases:

• Legitimate interest: to respond to enquiries, to maintain the security and performance of our website, and to email customers about similar services, which you can refuse at any time.
• Consent: where you have actively opted in to receiving marketing communications or non-essential cookies.
• Contract performance: where processing is necessary to deliver a service you have engaged us to provide.

5. Data retention

Contact form, chat and enquiry data is retained for up to three years from the date of submission, after which it is securely deleted. Order and invoice records, including how you first found our website, are kept for six years after the end of the financial year of the order, because the law requires it. If you unsubscribe from our emails, we keep your email address on a suppression list so that we do not email you again. Website analytics data is anonymised and does not identify you personally. We do not retain personal data for longer than is necessary for the purposes set out in this policy.

6. Your rights

Under UK GDPR, you have the right to:

• Access: request a copy of the personal data we hold about you.
• Rectification: ask us to correct inaccurate or incomplete data.
• Erasure: request that we delete your personal data (“right to be forgotten”).
• Portability: receive your data in a structured, machine-readable format.
• Restriction: ask us to pause using your data while a concern is looked into.
• Objection: object to processing based on legitimate interest, including direct marketing at any time.
• Withdraw consent: at any time, where processing is based on consent.

To exercise any of these rights, please contact us at support@luxbranding.co.uk. We will respond within one month.

7. Third-party services

We use the following third-party services to run our website and deliver our work:

• Website hosting (20i, StackCP): our website and its database are hosted on servers in the United Kingdom.
• Google Analytics: measures how visitors use our website. It only sets its cookies if you accept cookies in our cookie banner.
• Microsoft Clarity: if you accept cookies, records how our pages are used (for example clicks, scrolling and mouse movement) so we can find and fix parts of the site that are hard to use.
• Meta (Facebook and Instagram): if you accept cookies, the Meta pixel tells Meta that you visited our website and, if you place an order, that a purchase was made, so we can measure and improve our adverts. Where you have accepted, we may also send that purchase from our server to Meta with your contact details in hashed (scrambled) form, so Meta can match it to the advert you saw.
• Card payments (WooPayments, with Stripe): card payments are processed by our payment provider. You enter your card details into their secure payment form, and we do not store your full card number on our website.
• Pay by bank (GoCardless): if you choose to pay by bank, GoCardless processes the payment and the bank details you give it.
• Email delivery: order and enquiry emails are sent through our hosting provider’s mail service. Marketing emails are sent through Amazon Simple Email Service in its London region, and every marketing email includes a link to unsubscribe.

Some of these providers (Google, Microsoft, Meta and Stripe) may process data outside the United Kingdom, including in the United States, under the safeguards those providers put in place for international transfers.

8. Cookies

We use the following types of cookies:

• Essential cookies: required for the website to work, for example your basket and checkout session, and a cookie that remembers your choice in our cookie banner. These cannot be switched off.
• Attribution cookies: set by our shop software (WooCommerce, cookie names beginning sbjs_) to record how you first arrived at our website, for example from a search engine or an advert. We read them when you send an enquiry or place an order, so we can see which channels bring us customers. They last only for your current visit, and choosing Reject in our cookie banner switches them off.
• Analytics cookies: set by Google Analytics and Microsoft Clarity, only if you accept cookies, to help us understand how visitors use our site. You can also opt out of Google Analytics by installing the Google Analytics Opt-out Browser Add-on.
• Advertising cookies: set by Meta, Google and Microsoft, only if you accept cookies, to measure how our adverts perform.

To change your choice at any time, use the Cookie settings link at the foot of every page. You can also block or delete cookies in your browser at any time, although some parts of the site, such as the basket, may then stop working.

9. Changes to this policy

We may update this privacy policy from time to time to reflect changes in our practices or applicable law. The “Last updated” date at the top of this page will always indicate when the most recent changes were made.

10. Contact

For any questions, requests, or concerns relating to this privacy policy or your personal data, please email us at support@luxbranding.co.uk. You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) at ico.org.uk.