Privacy policy

Introduction

Nest & Willow operates this store and website, including all related information, content, features, tools, products and services, in order to provide you with a curated shopping experience (the "Services"). Nest & Willow is powered by Shopify. This Privacy Policy describes how we collect, use, and disclose your personal information when you visit, use, or make a purchase from us, or otherwise communicate with us.

Please read this Privacy Policy carefully. By using and accessing any of the Services, you acknowledge that you have read this Privacy Policy and understand how your information is collected, used, and disclosed.

If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy controls with respect to the collection, processing, and disclosure of your personal information.

Personal Information We Collect

When we use the term "personal information," we mean information that identifies or can reasonably be linked to you. This does not include anonymised or de-identified data. Depending on how you interact with us, we may collect the following categories of personal information:

Contact details: name, billing address, shipping address, phone number, and email address.
Financial information: payment card details, transaction details, form of payment, and payment confirmation.
Account information: username, password, security questions, preferences, and settings.
Transaction information: items viewed, added to cart, wishlisted, purchased, returned, or cancelled.
Communications: information you include when contacting our customer support team.
Device information: device type, browser, IP address, network connection, and unique device identifiers.
Usage information: how and when you interact with or navigate the Services.

How We Collect Your Personal Information

We collect personal information from the following sources:

Directly from you: when you create an account, place an order, contact us, or otherwise provide information to us.
Automatically through the Services: via your device when you browse or use our website, through cookies, pixels, and similar tracking technologies (see Cookies and Tracking Technologies below).
From service providers: including Shopify, payment processors, and logistics partners who process data on our behalf.
From third-party partners: including advertising and analytics platforms.

Cookies and Tracking Technologies

We use cookies, tracking pixels, and similar technologies to operate our website, understand how visitors use it, and deliver relevant advertising. Under UK PECR (Privacy and Electronic Communications Regulations), we request your consent before placing non-essential cookies on your device. You can manage your cookie preferences at any time via the cookie banner displayed when you first visit our site.

We use the following categories of cookies and tracking tools:

Essential cookies: necessary for the website to function. These cannot be switched off and do not require your consent. They include session cookies that keep your cart intact and enable secure checkout.

Analytics cookies: help us understand how visitors interact with our site so we can improve it. We use Google Analytics for this purpose. Data collected is aggregated and anonymised where possible.

Marketing and advertising cookies: used to deliver relevant advertisements and measure their effectiveness. We use the following services:

Meta Pixel (Facebook/Instagram): this tracking pixel records actions you take on our site (such as viewing a product or completing a purchase) and shares this data with Meta Platforms Ireland Ltd to enable retargeted advertising on Facebook and Instagram. Meta acts as a data processor on our behalf and may use this data in accordance with its own Data Policy.
Google Ads and Google Tag Manager: we use Google conversion tracking and remarketing tags to measure the performance of our Google advertising campaigns and to show you relevant ads across Google's network, including Google Search and YouTube.

You can opt out of personalised advertising from these platforms directly:

Meta ad preferences: facebook.com/ads/preferences
Google ad settings: adssettings.google.com

You can also opt out of interest-based advertising more broadly via the Your Online Choices tool at youronlinechoices.com.

How We Use Your Personal Information

We use your personal information for the following purposes:

Providing and improving the Services: processing payments, fulfilling orders, managing your account, arranging shipping, handling returns and exchanges, sending order notifications, and personalising your shopping experience.
Marketing and advertising: sending promotional emails and postal communications, and showing you relevant advertisements on our site and across third-party platforms including Meta and Google, based on your browsing and purchase history.
Security and fraud prevention: authenticating your account, detecting and investigating fraudulent or malicious activity, and securing our Services.
Customer communications: responding to enquiries and providing customer support.
Legal compliance: complying with applicable law, responding to legal process, and enforcing our terms and policies.

How We Share Your Personal Information

We may share your personal information with third parties in the following circumstances:

With Shopify and service providers who support our operations, including payment processing, IT management, data analytics, customer support, cloud storage, fulfilment, and shipping.
With advertising and marketing partners, including Meta and Google, to deliver and measure advertising campaigns. These partners use your information in accordance with their own privacy policies.
When you direct or consent to us sharing information with third parties, for example when using social media integrations.
With affiliates or companies within our corporate group.
In connection with a business transaction such as a merger or acquisition.
To comply with legal obligations, respond to lawful requests from authorities, or enforce our terms and policies.

Our Relationship with Shopify

Our Services are hosted by Shopify. Information you submit is transmitted to and processed by Shopify, which may be located in countries other than where you reside. Shopify acts as a data processor on our behalf for core store functionality and as an independent data controller for certain enhanced features. To learn more about how Shopify handles your data and to exercise any rights in relation to Shopify's processing, visit the Shopify Consumer Privacy Policy at privacy.shopify.com/en.

Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices or content of those sites. We recommend you review their privacy policies before providing any personal information.

Children's Data

Our Services are not intended for children under the age of 13. We do not knowingly collect personal information from children. If you believe a child has provided us with their personal information, please contact us and we will delete it promptly.

Data Security and Retention

We take reasonable technical and organisational measures to protect your personal information. However, no method of transmission or storage is completely secure and we cannot guarantee absolute security.

We retain your personal information for as long as necessary to provide the Services, maintain your account, comply with legal obligations, resolve disputes, and enforce our agreements.

Your Rights

Depending on where you live, you may have the following rights in relation to your personal information:

Right to access: request a copy of the personal information we hold about you.
Right to deletion: request that we delete your personal information.
Right to correction: request that we correct inaccurate information.
Right to portability: request a transferable copy of your data.
Right to object: ask us to stop processing your data for certain purposes.
Right to restrict processing: ask us to limit how we use your data.
Right to withdraw consent: where we rely on consent, you may withdraw it at any time without affecting the lawfulness of prior processing.
Managing marketing preferences: you may unsubscribe from promotional emails at any time using the unsubscribe link in any email we send. You may also update your preferences by contacting us directly.
To exercise any of these rights, contact us using the details below. We may need to verify your identity before processing your request. We will respond within the timeframes required by applicable law.

UK residents: you have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk if you are unhappy with how we handle your personal information.

International Data Transfers

Your personal information may be transferred to and processed in countries outside the UK. Where we transfer data outside the UK, we rely on recognised transfer mechanisms such as the UK International Data Transfer Agreement or Standard Contractual Clauses to ensure your data is protected to an equivalent standard.

Changes to This Policy

We may update this Privacy Policy from time to time. We will post the revised version on this page and update the "Last updated" date. Where required by law, we will notify you of material changes.

Contact Us

If you have any questions about this Privacy Policy or wish to exercise your rights, please contact us.

Nest & Willow is a trading name of TEECOMMERCE 01 LIMITED

Registered Office Address: Unit 2904-05, 29/F Universal Trade Centre, 3 Arbuthnot Road, Central, Hong Kong

UK Correspondence Address: 27 Old Gloucester Street, Holborn, London, United Kingdom, WC1N 3AX

Email: hello@nestandwillow.com

Phone: 0333 090 2272

Hours: Monday - Friday, 09:00 - 17:00 (UK time)

We aim to respond to all enquiries within 24 hours

You can also reach us using the form on our Contact Us page.

For data protection purposes, Nest & Willow is the data controller of your personal information.