Privacy Policy
Last updated: 23 August 2026
This Privacy Policy explains how Eleventh Heaven (“we”, “us” or “our”) collects, uses, stores and shares your personal information when you visit eleventhheaven.co.uk, make a purchase, contact us, create an account, sign up to receive marketing communications or otherwise interact with our services.
We are committed to protecting your privacy and handling your personal information responsibly and in accordance with applicable UK data protection law.
1. Contact Us
If you have any questions about this Privacy Policy, would like more information about how we handle your personal information, wish to exercise your data protection rights or would like to make a complaint, please contact us at:
Email: support@eleventhheaven.co.uk
Website: eleventhheaven.co.uk
2. Personal Information We Collect
Depending on how you interact with our website and services, we may collect the following categories of personal information.
Contact Information
This may include:
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Your name
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Email address
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Telephone number
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Billing address
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Delivery address
Order and Transaction Information
When you place an order, we may collect information including:
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Products purchased
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Order details
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Delivery information
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Billing information
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Payment and transaction information
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Returns, refunds and customer service history
Payments are processed through our payment service providers. We do not necessarily receive or store your complete payment card details ourselves.
Account Information
If customer accounts are available and you create one, we may process information associated with your account, such as your name, email address, order history and account preferences.
Device and Website Usage Information
When you use our website, certain information may be collected automatically, including:
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IP address
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Browser and device information
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Operating system
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Time zone
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Pages and products viewed
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Referring website or source
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Search activity
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Interactions with our website
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Cookie and similar technology information
Customer Support Information
If you contact us, we may collect your:
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Name
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Email address
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Order number
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Correspondence with us
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Photographs or other information you provide in relation to an order or customer service request
Marketing Information
If you subscribe to marketing or interact with our advertising, we may process information about:
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Your marketing preferences
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Your interaction with marketing emails
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Your interaction with advertisements
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Products or content that may be of interest to you
3. How We Use Your Personal Information
We may use your personal information to:
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Process and fulfil your orders
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Take and process payments
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Arrange production, fulfilment and delivery
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Provide order confirmations and shipping updates
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Process returns, refunds and customer service requests
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Communicate with you about your order
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Operate and improve our website
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Maintain customer accounts
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Detect and prevent fraud, abuse and security threats
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Analyse how customers use our website
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Comply with legal, tax and regulatory obligations
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Send marketing communications where permitted
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Personalise marketing and advertising where permitted
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Protect our business, customers and legal rights
4. Lawful Bases for Processing
Under UK data protection law, we must have a lawful basis for processing your personal information.
Depending on the circumstances, we may rely on:
Contract
We process certain personal information because it is necessary to fulfil our contract with you.
For example, when you purchase a product, we need your contact, payment and delivery information to process and fulfil your order.
Legal Obligation
We may process information where necessary to comply with our legal obligations, including accounting, taxation and other regulatory requirements.
Legitimate Interests
We may process information where it is necessary for our legitimate business interests and those interests are not overridden by your rights and freedoms.
These interests may include:
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Operating and improving our business
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Protecting our website and customers
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Preventing fraud
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Understanding how our website is used
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Providing effective customer service
Consent
Where required, we may rely on your consent, for example for certain marketing communications or non-essential cookies.
Where processing is based on consent, you may withdraw your consent at any time.
5. How We Share Your Personal Information
We may share personal information with trusted third parties where necessary to operate our business and provide our services.
These may include:
Shopify
Our online store is powered by Shopify. Shopify processes certain personal information to provide our ecommerce platform, checkout and related services.
Fulfilment Partners
We may share the information necessary to manufacture, fulfil and deliver your order with our fulfilment providers, including Tapstitch where applicable.
This may include information such as your name, delivery address, telephone number, order details and other information reasonably necessary to fulfil your purchase.
Delivery and Logistics Providers
We may share relevant information with couriers, postal services and logistics providers so that your order can be delivered.
Payment Providers
Payment information may be processed by Shopify and/or other payment service providers used during checkout.
Analytics, Advertising and Technology Providers
Where applicable and permitted, we may use service providers that help us understand website usage, measure advertising performance or provide marketing services.
The information shared will depend on the services you use and your applicable cookie and privacy preferences.
Professional and Legal Services
Where necessary, we may disclose information to accountants, advisers, insurers, law enforcement, regulators, courts or other parties where required by law or necessary to establish, exercise or defend legal rights.
We do not sell your personal information simply for monetary payment.
6. International Transfers
Some of the service providers we use may process or store personal information outside the United Kingdom.
For example, ecommerce, fulfilment, technology, payment or other service providers may operate internationally.
Where personal information is transferred internationally, we take steps as appropriate to ensure that the transfer is made in accordance with applicable UK data protection requirements and that appropriate safeguards are used where required.
You may contact us if you would like further information about international transfers relevant to your personal information.
7. Cookies and Similar Technologies
Our website uses cookies and similar technologies.
Cookies are small pieces of information stored on your device that can help websites operate correctly, remember preferences, understand website usage and, where permitted, support advertising and marketing.
We may use:
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Strictly necessary cookies
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Functional cookies
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Analytics cookies
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Advertising or marketing cookies
Some cookies are necessary for the operation of our website and checkout.
Where consent is legally required for non-essential cookies, we will ask for your permission before using them.
You can manage your cookie preferences using the controls available on our website and through your browser settings.
Disabling certain cookies may affect the functionality of parts of our website.
8. Marketing Communications
Where permitted, we may send you information about Eleventh Heaven products, launches, promotions and other news.
Where your consent is required, we will only send such communications after obtaining it.
You can unsubscribe from marketing communications at any time by using the unsubscribe option provided in our marketing messages or by contacting us.
Stopping marketing communications does not prevent us from contacting you about an existing order, account, return or other service-related matter.
9. Behavioural and Targeted Advertising
Where permitted and subject to your applicable cookie choices, we may use information about your interaction with our website to measure advertising performance and provide more relevant advertising.
This may involve advertising or analytics partners processing information about your device, website activity or interaction with our advertisements.
You can manage applicable cookie and tracking preferences through the privacy controls available on our website.
10. Data Retention
We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including to:
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Fulfil orders
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Maintain appropriate business and transaction records
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Provide customer support
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Comply with tax, accounting and legal requirements
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Resolve disputes
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Prevent fraud and abuse
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Establish, exercise or defend legal claims
Different categories of information may therefore be retained for different periods.
When personal information is no longer required, we will delete, anonymise or otherwise securely dispose of it where appropriate.
11. Your Data Protection Rights
Depending on the circumstances and applicable law, you may have rights relating to your personal information, including the right to:
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Request access to personal information we hold about you
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Request correction of inaccurate or incomplete information
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Request deletion of your personal information in certain circumstances
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Request restriction of processing in certain circumstances
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Object to certain processing
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Request the transfer of certain information to you or another organisation
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Withdraw consent where we rely on consent
Some of these rights are subject to legal conditions and exceptions and may not apply in every situation.
To exercise your rights, please contact:
We may need to verify your identity before completing certain requests.
Your Right to Object
Where we process your personal information on the basis of legitimate interests, you may have the right to object to that processing.
You also have the right to object to the use of your personal information for direct marketing.
12. Automated Decision-Making
We do not currently make decisions about customers based solely on automated processing that produce legal or similarly significant effects.
Some of our service providers may use automated systems for purposes such as fraud prevention and payment security.
13. Children's Privacy
Our services are not directed at children, and we do not knowingly collect personal information from children in circumstances where doing so would be unlawful.
If you believe that a child has provided personal information to us inappropriately, please contact us so that we can investigate and take appropriate action.
14. Security
We take reasonable steps to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.
However, no method of transmitting or storing information electronically can be guaranteed to be completely secure.
15. Complaints
If you have concerns about how we handle your personal information, please contact us first at:
We will aim to address your concerns.
You also have the right to make a complaint to the Information Commissioner's Office (ICO), the UK's data protection regulator.
Further information about making a complaint is available from the ICO.
16. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our business, website, service providers, legal obligations or privacy practices.
When we make changes, we will update the Last updated date at the top of this policy.
We recommend reviewing this Privacy Policy periodically to stay informed about how we handle personal information.