This policy explains what personal information we collect when you visit ivyandduke.co.uk, buy from us or get in touch, what we do with it, who we share it with and the choices you have. Our Cookie Policy explains the cookies and similar technology the website uses.
Who we are
Ivy & Duke is a trading name of Carousel Soft Furnishings Ltd, a company registered in England and Wales (company number 10235058, VAT number 135587785). We are the controller of the personal information described in this policy.
Address: Unit 7, Castle Industrial Estate, Beresford Street, Failsworth, Manchester, M35 0HD
Email: hello@ivyandduke.co.uk
Phone: 0161 660 5534
What we collect
When you place an order
- Your name, email address, billing and delivery address, and phone number if you give one.
- What you order, including sizes, fabrics, any name you ask us to add (for example your dog’s name) and any note you leave for our workshop.
- Payment details. Card, Apple Pay, Google Pay, Link and Klarna payments are taken by Stripe in its own secure payment fields. We do not see or store your full card number.
- Gift card codes you buy or use.
If you create an account
Your login details, the addresses you save and your order history.
When you contact us or request something
- Free fabric samples: your name, address, email and the samples you choose.
- Contact, trade and bespoke enquiries: the details and message you send us.
- Live chat: the messages you send and any contact details you give in the chat.
- Delivery quotes for addresses outside the UK: your address and basket, so we can quote.
Emails and reviews
- Newsletter: your email address (and name if you give it) when you sign up through the website pop-up, the footer, the tick box at checkout or the samples form.
- Reviews: if you leave a review through Feefo, your review and the name you choose to show.
When you browse the website
Information about your visit, such as your device and browser, your approximate location from your IP address, how you arrived (for example from an advert or a search), the pages you view, items you add to your basket and whether you buy. Some of this is collected through cookies and similar technology from us and from the companies listed below. Microsoft Clarity records how pages are used (clicks, taps and scrolling) so we can find and fix problems. Card details are never recorded, as they are typed into Stripe’s secure fields.
How we use it, and our lawful basis
- To make and deliver your order, take payment, send order and delivery emails, handle returns and answer questions about your order. Lawful basis: to perform our contract with you.
- To keep tax and accounting records. Lawful basis: legal obligation.
- To prevent fraud and keep the website secure, for example card checks by Stripe and bot protection by Cloudflare and hCaptcha. Lawful basis: our legitimate interests in protecting our customers and our business.
- To send our newsletter with new fabrics, products and offers. Lawful basis: your consent. You can unsubscribe at any time using the link in every email.
- To remind you about a basket you did not finish. If you enter your email address at checkout but do not complete your order, we may send you up to three reminder emails about that basket. They stop as soon as you order, and each one has a link to stop them. Lawful basis: our legitimate interests, in line with the rules for emails about a purchase you have started.
- To ask for a review after you have received your order, through Feefo. Lawful basis: our legitimate interests in collecting genuine customer reviews.
- To understand and improve the website, using analytics and page recordings. Lawful basis: our legitimate interests, and your consent where the law requires it for cookies.
- To measure and show our adverts on Google, Meta (Facebook and Instagram), TikTok and Microsoft, including showing adverts to people who have visited our website. Lawful basis: our legitimate interests, and your consent where the law requires it for cookies.
We do not sell your personal information.
Who we share it with
We share only what each company needs to provide its service to us:
- Stripe: card, Apple Pay, Google Pay and Link payments, and fraud checks (which can include hCaptcha).
- Klarna: if you choose to pay with Klarna. Klarna uses your information to decide whether to offer you payment in instalments, under its own privacy notice.
- Our delivery partners: your name, delivery address and contact details so they can deliver your order.
- Mailchimp (Intuit): our newsletter and basket reminder emails. Your email address, name, order history and basket are shared with Mailchimp so emails are relevant, and Mailchimp’s website tracking links your visits to its emails.
- Feefo: your name, email address and what you bought, so Feefo can invite you to review your order.
- Google: Google Analytics, Google Ads and Google Tag Manager, and Google Fonts on some pages.
- Meta: the Meta Pixel and Meta’s WooCommerce connection share website activity and purchase events with Meta to measure and show our adverts.
- TikTok: the TikTok Pixel measures and shows our adverts on TikTok.
- Microsoft: Microsoft Advertising (Bing adverts) and Microsoft Clarity.
- Crisp: our live chat.
- Ideal Postcodes: the address finder at checkout. The postcode or address you type is sent to find your address.
- Website hosting, security and email: Rocket.net (hosting), Cloudflare (website delivery and security), Patchstack and WP Umbrella (security and site monitoring), and the service that sends our order and account emails.
- CreativePixels, our website agency, which has access to the website to build and maintain it.
- Our professional advisers, and HMRC, the police or other authorities where the law requires it.
Information sent outside the UK
Some of these companies store or process information outside the UK, for example in the European Union or the United States. Where they do, the transfer is covered by UK adequacy regulations (such as those for the EU and the UK-US data bridge) or by contract terms approved for UK transfers.
How long we keep it
- Orders and invoices: six years after the end of the financial year they belong to, as tax law requires.
- Accounts: until you ask us to close your account.
- Newsletter: until you unsubscribe.
- Enquiries, sample requests and chats: only as long as we need them to deal with your request, unless they become part of an order.
- Cookies: see our Cookie Policy for how long each one lasts.
Your rights
Under UK data protection law you can ask us to:
- give you a copy of the personal information we hold about you (free of charge);
- correct information that is wrong or incomplete;
- delete your information (we will delete or anonymise what we can, but we must keep order records for tax purposes);
- restrict or object to how we use it, including stopping all marketing at any time;
- send information you gave us to you or another company in a common format;
- withdraw your consent, where we rely on it.
Email hello@ivyandduke.co.uk to use any of these rights. We will reply within one month. If you are unhappy with how we have handled your information, please tell us first so we can put it right. You can also complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.
Keeping your information safe
The website uses a secure (HTTPS) connection, payments are handled by Stripe, and access to customer information is limited to the people who need it to run the business and the website.
Changes to this policy
We will update this page when we change how we use personal information. The date at the top shows when it was last updated.
