Privacy

1. Who we are

We are Dairy Designs Ltd, trading as The Dairy. We are registered in England and Wales under company number 13162560, with our registered office at 20-22 Wenlock Road, London N1 7GU, United Kingdom.

We are the data controller for the personal information described in this policy. That means we decide what information is collected and what happens to it.

We are registered with the Information Commissioner's Office under registration reference ZC225045. 

For anything to do with privacy, including a request to see or delete your information, email privacy@thedairy.com.

2. What this policy covers

This policy explains what personal information we collect when you visit thedairy.com or buy from us, why we collect it, who we share it with, how long we keep it, and what rights you have.

It covers our website, our customer service channels, our email and SMS marketing, and our social media accounts.

3. Information we collect

Information you give us when you order. Your name, email address, phone number, billing address, shipping address, the items you ordered and the device models you selected. Payment card details are entered directly with our payment providers and we never see or store your full card number.

Account information. If you create an account, your email address, password in encrypted form, order history, saved addresses and wishlist.

Custom and Create uploads. If you use our Custom or Create service, we receive the artwork, photographs or text you upload. Photographs often contain images of people, sometimes including children. We treat these with particular care. See section 6 for how they are handled.

Customer service information. The content of emails, chats and messages you send us, including any photographs you send to support a warranty or returns claim.

Marketing information. Your email address and, where you have given it, your mobile number, together with what you have opened, clicked and bought, which we use to decide what to send you.

Reviews and social content. Reviews you post, and social media content where you have tagged us or used our hashtags.

Device and browsing information. Your IP address, browser type and version, time zone, operating system, the pages and products you view, how you arrived at our site, and how you move around it. We collect this using cookies, log files and pixels. Section 8 explains this in detail.

Information from others. Our advertising and analytics partners may give us information about how you found us and what you did afterwards. Our fulfilment partner gives us delivery and tracking updates.

4. Why we use your information, and our legal basis

 

Where we rely on legitimate interests, we have considered whether our interest is outweighed by your rights. You can object to any of it. Section 11 explains how.

5. Marketing, and how to stop it

We will only send you marketing emails or SMS where you have opted in, or where you have bought from us and we are telling you about similar products. Every email has an unsubscribe link, every SMS has a stop instruction, and both work immediately.

Unsubscribing from marketing does not stop transactional messages such as order confirmations, dispatch notices and delivery updates. Those are part of your order and we have to send them, so they do not carry an unsubscribe link. They are only ever about the order itself, and they stop once your order has been delivered.

We do not sell your email address or phone number to anyone.

6. Custom and Create uploads

Artwork and photographs you upload through Custom or Create are used to make your product, and nothing else.

They are stored securely, transmitted to the production facility making your order, and retained for a limited period afterwards so that we can handle any reprint, warranty or support request. We then delete them.

We will never use artwork you uploaded in our marketing without asking you first, whatever the artwork shows.

If your upload contains an image of another person, please make sure you have their agreement. If it contains an image of a child, please only upload it if you are their parent or guardian.

We do not review every upload. Where an upload is identified as breaching our content rules, whether by us or by the facility producing your order, a member of our team will look at it in order to decide whether to cancel the order.

7. Who we share your information with

We share personal information with the following categories of recipients. All of them act on our instructions under a contract, except where noted.

Our ecommerce platform. Shopify hosts our store, processes orders, and provides the customer accounts, search and checkout functionality on our site.

Order management and routing. Order Desk, which routes your order to the right production facility, and Order Editing, which allows changes to be made to an order after it is placed.

Fulfilment and production. Our manufacturing and fulfilment partner receives your name, delivery address, order contents and any Custom artwork, so your order can be made and shipped. Production takes place in Australia, the United States, the United Kingdom, South Korea, and Italy, and your order is routed to the facility closest to you.

Shipping carriers. Your name, address, phone number and email, so your parcel can be delivered and tracked.

Payment providers. Card networks, PayPal, Shop Pay, Apple Pay, Google Pay, Afterpay and Clearpay, and Sezzle. These providers are independent controllers of the payment data you give them and have their own privacy policies.

Returns and shipping protection. Our returns portal, which handles return requests, and Navidium, where you added shipping protection to your order.

Email and SMS marketing. Klaviyo, which stores your contact details and engagement history so we can send and measure campaigns. Orderly Emails, which formats the transactional emails we send about your order.

Customer service. Reamaze, which holds your support conversations, and WhatsApp where you contact us that way.

Reviews and community content. Okendo, which collects and publishes the reviews, ratings, photographs and videos our customers submit.

Wishlists and personalisation. Our wishlist apps, which store the products you have saved against your account, and Searchanise, which powers site search and product recommendations.

Forms. Powerful Form Builder, where you complete a form on our site such as a contact or enquiry form.

Analytics and reporting. Google Analytics, Triple Whale and Funnel, which help us understand how the site performs and where our customers come from.

Advertising. Meta, Google, Pinterest and TikTok. Where you have consented, we share limited information such as a hashed version of your email address so that advertising can be measured and targeted. Hashing means these partners cannot read your email address directly.

Affiliate and creator platform. ShopMy, where an order came through a creator link.

Automation and data tools. Shopify Flow, Make, Zapier and Matrixify, which we use to move information between the systems above and to manage our own records.

AI assistants. We use AI tools connected to our store to help us analyse business data and answer operational questions. Where these tools access customer information, they do so under contract and are not permitted to use it to train their models.

Accounting. Our accountants, together with Xero, A2X and Dext Commerce, for financial records and tax.

Consent management. Consentmo, which records your cookie preferences so we can honour them.

Professional advisers, and legal or regulatory bodies. Where we need advice, or where we are legally required to disclose, or where disclosure is necessary to protect our rights.

If our business is ever sold or merged, personal information may be transferred as part of that. We would tell you before it happened.

We do not sell your personal information for money.

8. Cookies and similar technologies

Cookies are small files placed on your device. We also use pixels, tags and similar technologies that work in a comparable way.

Essential cookies keep the site working, remember what is in your basket and keep you logged in. These do not need your consent because the site cannot function without them.

Analytics cookies tell us how people use the site so we can improve it.

Advertising cookies let us show you relevant advertising on other platforms and measure whether it worked.

We only set analytics and advertising cookies where you have agreed through our cookie banner. You can change your mind at any time using the cookie settings link in our footer.

Your browser also lets you block or delete cookies. Doing so may stop parts of the site working.

Do Not Track and Global Privacy Control. Browser Do Not Track signals are not standardised and we do not currently respond to them. Where you are in a jurisdiction that gives legal effect to the Global Privacy Control signal, including California, we do treat that signal as an opt out of the sharing of your personal information for advertising.

9. Sending information outside your country

We are based in the United Kingdom, and we produce and ship internationally. That means your information may be transferred to and processed in countries other than the one you live in, including the United Kingdom, the European Union, the United States, Australia and South Korea.

Where information leaves the UK or the EEA, we rely on one of the following safeguards:

• an adequacy decision, where the receiving country has been assessed as offering equivalent protection
• the UK International Data Transfer Agreement or Addendum, or the EU Standard Contractual Clauses
• the UK or EU extension to the EU US Data Privacy Framework, where the recipient is certified

You can ask us for details of the safeguard applying to a particular transfer by emailing privacy@thedairy.com.

10. How long we keep your information

We keep personal information for as long as we need it for the purposes described in this policy, and for as long as the law requires us to.

What that means in practice:

Order and transaction records. UK tax law requires us to keep records of every transaction for at least 6 years after the end of the tax year the order was placed in. We also need order history to handle warranty claims, which can run for up to 12 months from delivery, and to deal with any dispute that follows.

Account information. For as long as your account is open. Close it and we will remove it, other than what we are required to keep for tax purposes.

Custom and Create artwork. For as long as we may need it to handle a reprint, a warranty claim or a support request relating to your order.

Customer service conversations. For as long as we need them to give you continuity of support and to deal with any claim arising from your order.

Marketing contact details. Until you unsubscribe. After that we keep a record on a suppression list, so that we do not contact you again by mistake.

Website analytics. Analytics information is held by our analytics providers under their own retention settings, currently up to 26 months.

You can ask us at any time to delete information we hold about you, and we will do so unless we have a legal reason to keep it, such as our tax record-keeping obligations. Section 11 explains how.

11. Your rights

Wherever you live, you can ask us to:

• give you a copy of the personal information we hold about you
• correct anything that is wrong or incomplete
• delete your information, where we do not have a good reason to keep it
• restrict how we use it while a concern is being resolved
• transfer it to you or another provider in a machine readable format
• stop using it where we are relying on legitimate interests, including stopping profiling for advertising
• withdraw your consent at any time, where consent is what we relied on

You will never be charged for making a request, and exercising these rights will never affect the service you get from us. We will respond within one month. If a request is complicated we may need longer, and we will tell you if so.

To make a request, email privacy@thedairy.com. We may need to verify who you are first.

Complaints. If you are unhappy with how we have handled your information, please tell us and we will try to put it right. You also have the right to complain to a regulator. In the UK that is the Information Commissioner's Office at ico.org.uk. If you are in the EU, you can complain to the supervisory authority in your country.

12. If you are in Australia

We handle personal information in line with the Australian Privacy Principles under the Privacy Act 1988.

You can ask for access to, or correction of, the personal information we hold about you by emailing privacy@thedairy.com.

If you are not satisfied with how we have handled a privacy issue, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au.

We may disclose your personal information to recipients outside Australia, including in the United Kingdom, the European Union, South Korea  and the United States, as described in section 9.

13. If you are in California or another US state with privacy laws

Categories we collect. Identifiers such as your name, email address, postal address and IP address. Commercial information such as what you have bought. Internet activity such as how you browse our site. Geolocation inferred from your IP address. Visual information where you upload artwork or photographs. Inferences drawn from the above about your preferences.

Where it comes from and what we do with it. As described in sections 3 and 4.

Selling and sharing. We do not sell your personal information for money. However, our use of advertising cookies and pixels to show you relevant advertising on Meta, Google, Pinterest and TikTok counts as "selling" or "sharing" under California law. You can opt out through our cookie settings, or by using the Global Privacy Control signal in your browser.

Sensitive personal information. We do not use or disclose sensitive personal information for purposes beyond those permitted without an opt out.

Your rights. You can ask us to tell you what we have collected, delete it, correct it, or opt you out of sharing for advertising. You can also ask us not to discriminate against you for exercising those rights, and we will not.

To make a request, email privacy@thedairy.com. You can use an authorised agent, and we will ask for proof of their authority.

14. Children

Our site is intended for adults. You need to be 18 to place an order with us, as set out in our Terms of Service.

We do not knowingly collect personal information from children. If you believe a child has given us their information, email privacy@thedairy.com and we will delete it.

If you are uploading a photograph of a child through our Custom or Create service, please only do so if you are their parent or guardian.

15. Automated decisions

Our ecommerce platform uses automated systems to screen orders for signs of fraud. These can flag an order for review.

No order is cancelled by an automated system alone. Where an order is flagged, or where a Custom upload is identified as breaching our content rules, a member of our team looks at it and makes the decision. If your order is cancelled you will be told why, refunded in full, and you can contact us to have the decision looked at again.

16. Keeping your information secure

We use encryption in transit, restrict access to personal information to people who need it, and require our suppliers to maintain appropriate security.

No system is completely secure, so we cannot guarantee absolute security. If a breach occurs that is likely to put your rights at risk, we will tell you and the relevant regulator as required by law.

17. Changes to this policy

We may update this policy to reflect changes in what we do, or in the law. When we do, we will change the date at the top. Where a change is significant, we will tell you directly.

18. Contact us

Privacy questions and requests: privacy@thedairy.com

Everything else: hello@thedairy.com

20-22 Wenlock Road
London N1 7GU
United Kingdom