Privacy policy

Privacy Policy

Last updated: 24 June 2026

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

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 the collection, use, and disclosure of your information as described here.

Personal Information We Collect or Process

When we use the term "personal information," we are referring to information that identifies or can reasonably be linked to you or another person. Personal information does not include information that is collected anonymously or that has been de-identified. Depending on how you interact with the Services, we may collect or process the following categories of personal information, including inferences drawn from it:

Contact details including your name, billing address, shipping address, phone number, and email address.
Financial information including card and payment account numbers, payment card information, transaction details, form of payment, payment confirmation and other payment details.
Account information including your username, password, security questions, preferences and settings.
Transaction information including the items you view, add to your cart or wishlist, or purchase, return, exchange or cancel, and your past transactions.
Communications with us including the information you include when you contact us, for example when sending a customer support inquiry.
Device information including information about your device, browser, or network connection, your IP address, and other unique identifiers.
Usage information including how and when you interact with or navigate the Services.

Personal Information Sources

We may collect personal information from the following sources:

Directly from you, including when you create an account, use the Services, communicate with us, or otherwise provide us with your personal information;
Automatically through the Services, including from your device and through cookies and similar technologies;
From our service providers, when they collect or process your personal information on our behalf;
From our partners or other third parties.

How We Use Your Personal Information

Depending on how you interact with us, we may use personal information for the following purposes:

Provide, tailor, and improve the Services. To perform our contract with you, process payments, fulfil and ship orders, manage your account, handle returns and exchanges, enable reviews, remember your preferences, recommend products, and otherwise improve the Services.
Marketing and advertising. To send promotional communications by email or other channels, and to show you online advertisements, including based on items you have viewed, added to your cart, or purchased. You can opt out at any time.
Security and fraud prevention. To authenticate your account, provide a secure payment and shopping experience, and detect, investigate or take action regarding possible fraudulent, illegal, or malicious activity. If you register an account, you are responsible for keeping your credentials safe and should not share them with anyone.
Communicating with you. To provide customer support, respond to you, and maintain our business relationship.
Legal reasons. To comply with applicable law or respond to valid legal process, and to enforce or investigate potential violations of our terms or policies.

How We Disclose Personal Information

In certain circumstances, we may disclose your personal information to third parties for legitimate purposes subject to this Privacy Policy, including:

With Shopify, vendors and other third parties who perform services on our behalf (e.g. IT management, payment processing, data analytics, customer support, cloud storage, fulfilment and shipping).
With business and marketing partners to provide marketing services and advertise to you. These partners use your information in accordance with their own privacy notices. Depending on where you reside, you may have a right to direct us not to share information about you for targeted advertising.
When you direct, request, or otherwise consent to disclosure to third parties, such as to ship you products or through your use of social media widgets or login integrations.
With our affiliates or otherwise within our corporate group.
In connection with a business transaction such as a merger or insolvency, to comply with legal obligations, to enforce our terms or policies, and to protect or defend the Services and the rights of our users or others.

Relationship with Shopify

The Services are hosted by Shopify, which collects and processes personal information about your access to and use of the Services in order to provide and improve them. Information you submit to the Services will be transmitted to and shared with Shopify as well as third parties that may be located in countries other than where you reside. To help protect, grow, and improve our business, we use certain Shopify enhanced features that incorporate data obtained from your interactions with our store, other merchants, and Shopify. In these circumstances, Shopify is responsible for the processing of your personal information. To learn more about how Shopify uses your personal information and any rights you may have, you can visit the Shopify Consumer Privacy Policy.

Third Party Websites and Links

The Services may provide links to websites or online platforms operated by third parties. If you follow links to sites not affiliated or controlled by us, you should review their privacy and security policies and other terms. We do not guarantee and are not responsible for the privacy or security of such sites. Our inclusion of such links does not, by itself, imply any endorsement.

Children's Data

The Services are not intended to be used by children, and we do not knowingly collect any personal information about children under the age of 16 (or the age of majority in your jurisdiction). If you are the parent or guardian of a child who has provided us with their personal information, you may contact us using the details below to request that it be deleted.

Security and Retention of Your Information

Please be aware that no security measures are perfect or impenetrable, and we cannot guarantee "perfect security." Any information you send to us may not be secure while in transit, so we recommend that you do not use unsecure channels to communicate sensitive or confidential information to us.

How long we retain your personal information depends on factors such as whether we need it to maintain your account, provide the Services, comply with legal obligations, resolve disputes, or enforce our contracts and policies.

Your Rights and Choices

Depending on where you live, you may have some or all of the following rights in relation to your personal information. These rights are not absolute and may apply only in certain circumstances:

Right to access. Request access to the personal information we hold about you.
Right to delete. Request that we delete personal information we maintain about you.
Right to correct. Request that we correct inaccurate personal information.
Right to portability. Request a copy of your personal information and, in certain circumstances, that we transfer it to a third party.
Right to object / opt out of targeted advertising. Object to certain processing, including processing for targeted advertising as defined under applicable law. If you visit our website with the Global Privacy Control signal enabled, we will, where required, treat this as an opt-out request for that device and browser. To learn more, visit https://globalprivacycontrol.org/.
Managing communication preferences. You may opt out of promotional emails at any time using the unsubscribe link in our emails. If you opt out, we may still send non-promotional messages about your account or orders.

You may exercise these rights where indicated on the Services or by contacting us using the details below. We will not discriminate against you for exercising any of these rights. We may need to verify your identity before processing your request, and you may use an authorised agent where permitted by law.

Complaints

If you have complaints about how we process your personal information, please contact us using the details below. Depending on where you live, you may have the right to appeal our decision or to lodge a complaint with your local data protection authority. In the Netherlands, this is the Autoriteit Persoonsgegevens; in the UK, the Information Commissioner's Office (ICO).

International Transfers

We may transfer, store and process your personal information outside the country you live in. If we transfer your personal information out of the European Economic Area or the United Kingdom, we will rely on recognised transfer mechanisms such as the European Commission's Standard Contractual Clauses, or any equivalent contracts issued by the relevant competent authority of the UK, unless the transfer is to a country determined to provide an adequate level of protection.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on this website, update the "Last updated" date, and provide notice as required by applicable law.