Privacy Policy
Last updated: 11 September 2026
Fayrella LTD is committed to protecting your privacy. This policy explains how we collect, use, store and share personal information when you visit fayrella.com, place an order or contact us.
We process personal information under the UK General Data Protection Regulation and the Data Protection Act 2018.
We don't sell your personal information.
Contents
- Who's responsible
- What we collect
- Why we hold it, and what allows us to
- Marketing
- Cookies
- Who else sees it
- Information leaving the UK
- How long we keep it
- Your rights
- Security
- Children
- Third-party websites
- Complaints
- Changes to this policy
- Contact
1. Who's responsible
Fayrella LTD is the data controller for everything described here.
| Store name | Fayrella |
| Company name | Fayrella LTD |
| Business address | Dewsbury Road, Leeds LS11 8LU, United Kingdom |
| support@fayrella.com | |
| Phone | +44 113 229 1234 |
| Customer service | Monday to Friday, 9:00 am–9:00 pm UK time |
| Response time | Within one working day |
Saturday, Sunday and bank holidays: closed.
2. What we collect
When you order
Name, email address, telephone number, billing address, delivery address, order history and records of returns, exchanges and refunds.
Payment details
Card information is entered directly into our payment provider's secure form and never reaches our systems. We receive a payment confirmation, the last four digits and the card type.
When you create an account
Username, encrypted password, saved addresses and preferences.
When you contact us
Whatever you include in your message, plus your email address.
Sizing and fit information. Where you ask us for advice on which size to order, you may tell us your usual size, the brand it's from, or your own measurements. We use that only to answer your question and hold it with the support correspondence — we don't build a profile from it or use it for marketing.
Automatically, as you browse
IP address, browser type, device information, pages and products viewed, referring site, and cookie data.
Marketing preferences — whether you've chosen to receive promotional communications.
3. Why we hold it, and what allows us to
| Purpose | Lawful basis |
|---|---|
| Processing, fulfilling and delivering your order | Performance of a contract |
| Taking payment and issuing refunds | Performance of a contract |
| Managing your account | Performance of a contract |
| Customer support, sizing advice, returns and exchanges | Performance of a contract |
| Preventing fraud and maintaining site security | Legitimate interests |
| Improving our products, services and website | Legitimate interests |
| Accounting records, tax and regulatory obligations | Legal obligation |
| Responding to lawful requests from authorities | Legal obligation |
| Marketing emails and promotions | Consent |
| Analytics and advertising cookies | Consent |
Where we rely on legitimate interests, we've considered whether our interest is outweighed by your rights, and you can object at any time.
Where we rely on consent, you can withdraw it whenever you like. That doesn't affect anything processed beforehand.
Buying from us is never conditional on agreeing to marketing.
4. Marketing
Order-related messages — confirmations, dispatch notices, delivery updates — are sent because we need them to complete your purchase. They aren't marketing, and unsubscribing doesn't stop them.
Marketing messages go only to people who have actively opted in. Providing your email address at checkout doesn't sign you up.
Unsubscribe at any time using the link in any marketing email, or by emailing support@fayrella.com.
5. Cookies
| Type | What it does | Optional? |
|---|---|---|
| Strictly necessary | Basket, checkout, account login, security | No — the site won't work without these |
| Functional | Remembers your preferences and settings | Yes |
| Analytics | Traffic, performance and error measurement | Yes |
| Advertising | Ad measurement, personalisation and retargeting | Yes |
Non-essential cookies are set only after you've given consent through our cookie banner, as the Privacy and Electronic Communications Regulations require. You can change or withdraw that consent at any time.
Blocking a cookie doesn't delete one already stored, and disabling strictly necessary cookies will prevent checkout from working.
Do Not Track: browsers send DNT signals inconsistently and there's no agreed standard, so we don't act on them. We do honour Global Privacy Control signals where transmitted.
6. Who else sees it
- Our e-commerce and hosting platform
- Payment processing providers
- Delivery and courier partners
- Customer service and communications providers
- IT, hosting and security providers
- Analytics providers
- Advertising and marketing providers — subject to your consent
- Professional advisers, including accountants and legal advisers
- Regulators, authorities and law enforcement — where legally required
Each receives only what its function requires and processes it under our instructions. We have data processing agreements in place with our processors.
We may also disclose where necessary to comply with a legal obligation, investigate suspected fraud, or establish or defend legal claims.
If the business is sold, merged or restructured, customer records may transfer as part of that transaction.
7. Information leaving the UK
Some of our providers process personal information outside the United Kingdom.
Where a transfer is a restricted transfer under UK data protection law, we rely on UK adequacy regulations, the UK International Data Transfer Agreement, or the UK Addendum to the EU Standard Contractual Clauses.
8. How long we keep it
| Data | Retention |
|---|---|
| Order and transaction records | 6 years — HMRC requirement |
| Account information | Until you close your account |
| Marketing subscriptions | Until you unsubscribe |
| Customer support correspondence, including sizing enquiries | 2 years after the matter closes |
| Website analytics | 26 months |
| Fraud prevention records | 3 years |
Where a dispute or legal claim is live, the relevant records stay as long as they're needed. Otherwise they're deleted, anonymised or securely destroyed.
9. Your rights
Under UK data protection law you have the right to:
- Access the personal information we hold about you
- Have it corrected where it's inaccurate or incomplete
- Have it erased, where we're not required to keep it
- Restrict how we process it
- Receive a copy in a common electronic format
- Object to processing based on legitimate interests, and always to direct marketing
- Withdraw consent at any time, where consent is the basis
- Avoid decisions made purely by automated processing that carry legal effects
Some of these carry conditions and exemptions.
To exercise a right, email support@fayrella.com. We may ask you to confirm your identity, usually by checking details of a recent order.
We respond within one month. Complex requests may take a further two months, and we'll tell you inside the first month if that applies. There's no charge, and using these rights won't change how we treat you.
10. Security
We use appropriate technical and organisational measures to protect personal information against loss, misuse, unauthorised access, alteration and disclosure — including SSL/TLS encryption across the site, access limited to staff who need it, and a PCI-DSS compliant payment provider.
No method of electronic transmission or storage can be guaranteed completely secure. Please never send card details or security codes by email — we will never ask you to.
If you have an account, keeping your login details secure is your responsibility.
Where a breach is likely to pose a high risk to your rights, we'll tell you without undue delay and report it to the Information Commissioner's Office, as the law requires.
11. Children
Our site isn't intended for children under 13, and we don't knowingly collect their personal information.
If you're a parent or guardian and believe a child has given us their details, email us and we'll remove them.
12. Third-party websites
Our site may link to websites and services operated by others. We aren't responsible for their content, security or privacy practices. Review theirs before providing any personal information.
13. Complaints
Raise it with us first — support@fayrella.com. We acknowledge complaints within five working days and investigate without undue delay.
If our response doesn't satisfy you, you have the right to complain to:
Information Commissioner's Office
Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
0303 123 1113 · ico.org.uk
14. Changes to this policy
We may update this policy to reflect changes to our business, services, technology or legal requirements.
The current version always sits on this page with the date above. Where a change materially affects how we handle your information, we'll take whatever additional steps the law requires.
15. Contact
Fayrella LTD
Business address: Dewsbury Road, Leeds LS11 8LU, United Kingdom
Email: support@fayrella.com
Phone: +44 113 229 1234
Customer service hours: Monday to Friday, 9:00 am–9:00 pm UK time