Privacy policy
Privacy Policy
Last updated: 23 May 2026
This Privacy Policy explains how Sienna & Elina LTD collects, uses, stores, shares and protects your personal information when you visit our website, use our services, place an order, create an account, contact us, or otherwise interact with us.
Sienna & Elina LTD operates this website to provide personalised gifts, baby keepsakes, engraved products, crystal photo keepsakes and related products and services. Our store is powered by Shopify, which helps us provide our online store, checkout, payment processing, order management and related services.
For the purposes of UK data protection law, Sienna & Elina LTD is the data controller of your personal information. This means we decide how and why your personal information is used.
Sienna & Elina LTD is registered with the UK Information Commissioner’s Office, ICO, under registration reference ZC134900.
If you do not agree with this Privacy Policy, please do not use our website or services.
1. Who We Are
Business name: Sienna & Elina LTD
Website: siennaelina.co.uk
Registered address: 3rd Floor, 86–90 Paul Street, London, England, EC2A 4NE, United Kingdom
Email: hello@siennaelina.co.uk
ICO registration reference: ZC134900
2. Personal Information We Collect
“Personal information” means information that identifies you or can reasonably be linked to you or another person.
Depending on how you interact with us, we may collect or process the following types of personal information.
Contact details
This may include your name, billing address, shipping address, email address and phone number.
Order and transaction information
This may include the products you view, add to your basket, add to your wishlist, purchase, return, exchange or cancel, as well as your order history, delivery details, payment confirmation and transaction references.
Payment information
Payments are processed through Shopify and/or our payment service providers. We may receive limited payment-related information such as billing details, payment status, payment confirmation, transaction reference and fraud-check information.
We do not intentionally store full payment card numbers on our own systems.
Account information
If you create an account, we may collect your username, password, preferences, settings and account activity.
Personalisation information
Because we sell personalised products, we may collect personalisation details that you choose to provide. This may include names, initials, dates, birth details, messages, custom text, photos, images, design instructions or other information needed to create your personalised product.
Where you provide information about a child, such as a child’s name, initials, date of birth, birth details, photo or other personalisation details, you confirm that you are the child’s parent, guardian, or that you otherwise have permission to provide that information for the purpose of ordering the product.
Communications with us
This may include messages, emails, customer support requests, reviews, feedback, survey responses and any other information you provide when communicating with us.
Device, usage and technical information
This may include your IP address, browser type, device type, operating system, referring URLs, pages viewed, products viewed, time spent on the website, basket activity, checkout activity and information collected through cookies or similar technologies.
Marketing and advertising information
This may include your marketing preferences, consent status, email engagement, advertising interaction, abandoned basket information and information about how you respond to our marketing.
3. How We Collect Personal Information
Directly from you
For example, when you place an order, create an account, enter personalisation details, contact us, sign up to marketing, leave a review, or interact with our website.
Automatically through our website
For example, through cookies, pixels, tags, server logs and similar technologies when you visit or use our website.
From Shopify and service providers
For example, when Shopify, payment providers, delivery providers, marketing platforms, analytics providers or other service providers process information on our behalf.
From third parties
For example, from advertising platforms, social media platforms, review platforms, fraud prevention tools, analytics partners or other business partners, where permitted by law.
4. How We Use Your Personal Information
To provide our products and services
We use your personal information to operate our website, process orders, create personalised products, take payment, arrange delivery, manage returns and exchanges, provide customer support and manage your account.
To create personalised products
We use the personalisation details you provide only where needed to design, produce, check, fulfil and deliver your personalised order, and to deal with related customer service, returns, disputes or legal obligations.
To process payments and prevent fraud
We use personal information to process payments, confirm transactions, protect our business and customers, detect suspicious activity and reduce fraud or misuse of our services.
To communicate with you
We use your personal information to respond to your messages, provide order updates, send service messages, answer questions, deal with complaints and maintain our customer relationship with you.
To improve our website and services
We use information about website activity and customer behaviour to understand how people use our website, improve our products, fix errors, improve performance and make the customer experience better.
For marketing and advertising
Where permitted by law, we may use your personal information to send marketing emails, promotions, offers, product updates and advertising.
If SMS marketing is made available in future, we will only use it where permitted by law and your consent choices.
We may also use advertising tools to show relevant ads on our website, social media platforms or other websites.
To comply with legal obligations
We use personal information to comply with tax, accounting, consumer protection, data protection, legal reporting and other legal obligations.
To protect our rights and business
We may use personal information to enforce our terms, protect our legal rights, respond to disputes, recover debts, investigate misuse, protect customers and defend legal claims.
5. Lawful Bases for Processing
Under UK data protection law, we must have a lawful basis for using your personal information. Depending on the situation, we rely on the following lawful bases:
Processing and fulfilling your order: Contract
Creating personalised products based on details you provide: Contract
Processing payments and arranging delivery: Contract
Managing your customer account: Contract / legitimate interests
Customer support and order communication: Contract / legitimate interests
Fraud prevention and website security: Legitimate interests / legal obligation
Improving our website, products and services: Legitimate interests
Sending email marketing where you have opted in: Consent
Sending marketing to existing customers about similar products where allowed: Legitimate interests / soft opt-in rules, where applicable
Online advertising, tracking pixels and non-essential cookies: Consent where required
Keeping accounting, tax and legal records: Legal obligation
Handling legal claims, disputes and enforcement: Legitimate interests / legal obligation
Where we rely on legitimate interests, we only do so where we believe our interests are not overridden by your rights, freedoms and interests.
Where we rely on consent, you can withdraw your consent at any time.
6. Personalised Products and Children’s Information
Our website and services are not intended for use by children. We do not knowingly sell directly to children.
However, because we sell baby keepsakes and personalised gifts, a parent, guardian or gift purchaser may provide information about a child for personalisation purposes. This may include a child’s name, initials, date of birth, birth details, photo, message or other information needed to create a personalised product.
We use this information only to create, fulfil and deliver the personalised product, provide customer support, manage re-orders where requested, handle disputes or comply with legal obligations.
Please do not include sensitive personal information in personalisation fields unless it is necessary for the product you are ordering.
If you believe a child has provided personal information to us directly without appropriate permission, please contact us at hello@siennaelina.co.uk so we can review and delete the information where appropriate.
7. Marketing Communications
We may send you marketing emails if you have given consent, or where the law allows us to contact existing customers about similar products and you have not opted out.
You can unsubscribe from marketing emails at any time by using the unsubscribe link in our emails, changing your preferences where available, or contacting us at hello@siennaelina.co.uk.
If we introduce SMS marketing, you will be able to opt out by following the instructions in the message or contacting us.
If you opt out of marketing, we may still send non-marketing service messages, such as order confirmations, delivery updates, account messages, customer service replies and legal notices.
8. Cookies and Tracking Technologies
We use cookies and similar technologies to operate our website, improve your shopping experience, understand website performance and support marketing and advertising.
Cookies and similar technologies may include cookies, pixels, tags, scripts, local storage, device identifiers and similar tools.
Strictly necessary cookies
These are needed for the website to work properly. They help with functions such as basket management, checkout, payment security, login, fraud prevention and website operation.
Performance and analytics cookies
These help us understand how visitors use our website, which pages and products are popular, and how we can improve the website.
Functionality cookies
These help remember your preferences, such as region, currency, language, saved details or other settings.
Marketing and advertising cookies
These may be used to show relevant ads, measure advertising performance, understand customer journeys, support retargeting and measure campaign results.
Where required by law, we will ask for your consent before using non-essential cookies or similar tracking technologies. You can manage your cookie choices through our cookie banner, privacy settings, browser settings, or device settings where available.
Blocking some cookies may affect how our website works.
9. How We Share Personal Information
We may share personal information with third parties where necessary for the purposes described in this Privacy Policy.
This may include the following.
Shopify
Our store is hosted by Shopify. Shopify provides ecommerce hosting, checkout, payment, order management, analytics, security and related services.
Payment providers
Payment providers help process payments, confirm transactions, prevent fraud and manage payment disputes.
Delivery and fulfilment providers
We share information with couriers, shipping providers, fulfilment partners and production partners where needed to produce, package and deliver your order.
Technology and service providers
We may share information with providers of website hosting, cloud storage, email, customer support, reviews, analytics, automation, security and IT services.
Marketing and advertising partners
Where permitted by law and your consent choices, we may share information with advertising platforms, social media platforms, analytics tools and marketing providers to help us advertise and measure campaigns.
Professional advisers
We may share information with accountants, lawyers, insurers, banks and other professional advisers where needed for business, legal, tax, accounting or insurance purposes.
Authorities and legal parties
We may share information where required by law, court order, regulator request, legal process, fraud investigation, enforcement action, or to protect our rights, customers, business or others.
Business transfers
If our business is sold, merged, reorganised or transferred, personal information may be transferred as part of that transaction.
We do not sell your personal information in the ordinary sense of selling customer lists for money.
10. Relationship with Shopify
Our store is powered by Shopify. Information you provide through our website may be processed by Shopify and may be transferred to Shopify systems and service providers in other countries.
Shopify may also process personal information to provide, protect, improve and enhance its services, including features connected with checkout, payments, fraud prevention, analytics, advertising and customer experience.
In some situations, Shopify may act as our processor. In other situations, Shopify may act as an independent controller for its own purposes.
For more information about how Shopify uses personal information, please review Shopify’s own consumer privacy information and privacy portal.
11. Third-Party Websites and Links
Our website may contain links to third-party websites, apps, platforms or services, including social media platforms, payment providers, review platforms and other third-party tools.
We are not responsible for the privacy practices, security, content, accuracy or policies of third-party websites or services. You should review their privacy policies before providing information to them.
12. Security
We use reasonable technical and organisational measures to protect personal information from unauthorised access, loss, misuse, alteration or disclosure.
However, no website, system, payment process, communication method or storage system can be guaranteed to be completely secure. Please avoid sending sensitive or confidential information to us through insecure channels.
You are responsible for keeping your account login details safe and confidential.
13. How Long We Keep Personal Information
We keep personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy, unless a longer period is required or permitted by law.
In general:
- Order, transaction, tax and accounting records may be kept for up to 6 years or longer where legally required.
- Customer account information is kept while your account is active, unless you request deletion and we do not need to keep it for legal or business reasons.
- Customer support messages are kept for as long as needed to deal with your request and maintain appropriate business records.
- Marketing information is kept until you unsubscribe, withdraw consent, or we no longer need it for marketing purposes.
- Personalisation details, production files, uploaded images and custom design instructions are kept only as long as needed to make your product, support your order, handle re-orders where requested, manage complaints or disputes, and meet legal record-keeping requirements.
- Cookie and analytics data is kept according to the relevant cookie, analytics or platform settings.
When information is no longer needed, we will delete it, anonymise it, or securely retain it only where required by law or legitimate business need.
14. Your Rights
Depending on where you live and subject to legal conditions and exceptions, you may have the following rights in relation to your personal information.
Right of access
You can ask for a copy of the personal information we hold about you.
Right to correction
You can ask us to correct inaccurate or incomplete personal information.
Right to deletion
You can ask us to delete your personal information in certain circumstances.
Right to restrict processing
You can ask us to restrict how we use your personal information in certain circumstances.
Right to object
You can object to certain uses of your personal information, including direct marketing and some processing based on legitimate interests.
Right to data portability
You can ask to receive certain personal information in a structured, commonly used and machine-readable format, where this right applies.
Right to withdraw consent
Where we rely on consent, you can withdraw that consent at any time. This will not affect processing that happened before consent was withdrawn.
Right to complain
You have the right to complain to the Information Commissioner’s Office, ICO, the UK data protection regulator, if you are unhappy with how we handle your personal information.
To exercise your rights, please contact us at hello@siennaelina.co.uk.
We may need to verify your identity before responding to a request. We will respond within the time required by applicable law.
Your rights are not absolute and may be limited by legal exceptions. For example, we may need to keep certain order information for tax, accounting, fraud prevention or legal reasons.
15. International Transfers
We may transfer, store or process personal information outside the United Kingdom or the European Economic Area, including where Shopify or our service providers operate in other countries.
Where required, we rely on recognised transfer mechanisms, such as adequacy decisions, approved contractual safeguards, or other lawful transfer mechanisms under applicable data protection law.
16. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our business, website, services, technology, legal requirements or privacy practices.
When we update this Privacy Policy, we will update the “Last updated” date at the top of this page. Where required by law, we will provide additional notice.
17. Contact Us
If you have any questions about this Privacy Policy, how we use personal information, or if you want to exercise your privacy rights, please contact us:
Sienna & Elina LTD
3rd Floor, 86–90 Paul Street
London, England
EC2A 4NE
United Kingdom
Email: hello@siennaelina.co.uk
ICO registration reference: ZC134900
If you are unhappy with how we handle your personal information, please contact us first so we can try to resolve the issue. You also have the right to complain to the Information Commissioner’s Office, ICO, the UK data protection regulator.
