Privacy policy

WEBSITE LEGAL POLICIES

Website: https://charlieandolivia.co.uk
Email: customerservice@charlieandolivia.co.uk
Last updated: 3 August 2026

PRIVACY POLICY

1. Introduction

Charlie & Olivia respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how we collect, use, store and share your personal information when you:

  • visit our website;
  • create an account;
  • place or attempt to place an order;
  • contact our customer-service team;
  • subscribe to marketing communications;
  • interact with our advertisements; or
  • otherwise use our products and services.

This policy also explains your rights under the UK General Data Protection Regulation, the Data Protection Act 2018 and other applicable UK privacy laws.

In this policy, “Charlie & Olivia”, “we”, “us” and “our” refer to the operator of the Charlie & Olivia online store.

2. Who We Are

Charlie & Olivia is an online retailer operating through Shopify.

For the purposes of UK data protection law, we are the data controller responsible for the personal information collected through our website, except where another party acts as an independent controller.

Our contact details are:

Trading name: Charlie & Olivia
Website: https://charlieandolivia.co.uk
Email: customerservice@charlieandolivia.co.uk

3. Personal Information We Collect

The information we collect depends on how you interact with us.

3.1 Identity and contact information

We may collect:

  • your full name;
  • billing address;
  • delivery address;
  • email address;
  • telephone number; and
  • account username or login details.

3.2 Order and transaction information

We may collect:

  • products viewed or purchased;
  • basket and checkout contents;
  • order numbers;
  • order value;
  • discounts used;
  • delivery method;
  • returns, refunds and cancellations;
  • previous purchases; and
  • payment status and confirmation.

3.3 Payment information

Payments are processed by Shopify Payments or other payment providers available at checkout.

We do not normally receive or store your full debit-card or credit-card number. Payment providers may process information such as:

  • payment-card details;
  • billing details;
  • payment method;
  • payment authorisation;
  • fraud-prevention results; and
  • transaction identifiers.

Those providers process payment information under their own privacy notices and security arrangements.

3.4 Account information

Where customer accounts are available, we may collect:

  • account name;
  • encrypted password;
  • saved addresses;
  • preferences;
  • order history; and
  • communication settings.

You are responsible for keeping your account details and password secure.

3.5 Communications

When you contact us, we may collect:

  • the contents of your message;
  • your contact details;
  • photographs or videos you send;
  • information relating to an order or product;
  • complaint details; and
  • records of our response.

Please do not send sensitive payment details or passwords by email.

3.6 Device and website-use information

We and our technology providers may automatically collect:

  • IP address;
  • browser type;
  • device type;
  • operating system;
  • time zone;
  • cookie identifiers;
  • pages viewed;
  • links selected;
  • time spent on pages;
  • referring website;
  • checkout activity;
  • approximate location derived from an IP address; and
  • information about how you use our website.

3.7 Marketing information

We may collect:

  • whether you have subscribed to marketing;
  • your marketing preferences;
  • whether you opened or interacted with a message;
  • products that may interest you; and
  • information associated with online advertisements.

4. How We Collect Your Information

We may collect information:

  • directly from you;
  • automatically through our website;
  • from Shopify;
  • from payment providers;
  • from delivery companies;
  • from dropshipping and fulfilment suppliers;
  • from advertising and analytics providers;
  • from social-media platforms;
  • from fraud-prevention providers; and
  • from publicly available sources where permitted by law.

5. How We Use Your Personal Information

We may use personal information to:

  • process and confirm orders;
  • collect and verify payments;
  • arrange product fulfilment;
  • pass delivery details to suppliers and couriers;
  • provide tracking information;
  • manage returns, refunds and cancellations;
  • communicate about an order;
  • operate customer accounts;
  • provide customer support;
  • investigate complaints;
  • detect and prevent fraud;
  • secure our website and systems;
  • improve our products and website;
  • analyse website performance;
  • personalise the shopping experience;
  • send marketing where permitted;
  • maintain financial and tax records;
  • establish, exercise or defend legal claims; and
  • comply with legal and regulatory obligations.

6. Our Lawful Bases

We rely on one or more of the following lawful bases when processing personal information.

6.1 Contract

We process information where necessary to:

  • accept and fulfil your order;
  • take payment;
  • deliver products;
  • communicate about an order;
  • process returns; and
  • provide customer support connected with your purchase.

6.2 Legal obligation

We may process information to comply with:

  • tax and accounting requirements;
  • consumer-protection laws;
  • product-safety obligations;
  • court orders;
  • regulatory requests; and
  • other legal duties.

6.3 Legitimate interests

We may process information where necessary for our legitimate business interests, provided those interests do not override your rights.

These interests may include:

  • preventing fraud;
  • securing our systems;
  • improving our website;
  • understanding business performance;
  • managing customer relationships;
  • keeping appropriate business records; and
  • establishing or defending legal claims.

6.4 Consent

We may rely on your consent for:

  • certain marketing communications;
  • non-essential cookies;
  • personalised advertising; and
  • other processing where consent is required.

You may withdraw your consent at any time. Withdrawal does not affect processing that took place before consent was withdrawn.

7. Dropshipping and Order Fulfilment

Charlie & Olivia uses a dropshipping business model.

This means some products are stored, packed and dispatched directly by third-party suppliers rather than from premises operated by Charlie & Olivia.

Our suppliers may include:

  • CJdropshipping;
  • sellers and suppliers operating through AliExpress;
  • sourcing agents;
  • manufacturers;
  • fulfilment warehouses; and
  • other product suppliers selected by us.

To fulfil an order, we may provide a supplier or fulfilment partner with information such as:

  • your name;
  • delivery address;
  • telephone number, where needed for delivery;
  • email address, where required;
  • product ordered;
  • product variation;
  • quantity;
  • shipping method; and
  • order reference.

Suppliers are only given information reasonably necessary to process and deliver an order or resolve a related issue.

Some suppliers and fulfilment facilities may be located outside the United Kingdom, including in China or other countries.

8. Who We Share Information With

We may share personal information with:

8.1 Shopify

Our website is hosted and supported by Shopify. Shopify may process information to provide its ecommerce platform, checkout, security, analytics and related services.

8.2 Payment providers

Payment providers process transactions and help detect fraudulent or unauthorised payments.

8.3 Dropshipping and fulfilment suppliers

CJdropshipping, AliExpress suppliers and other fulfilment partners may receive information needed to prepare and dispatch orders.

8.4 Delivery companies

Couriers, postal services and local delivery partners may receive information needed to deliver an order.

8.5 Technology providers

We may use providers for:

  • website hosting;
  • email;
  • customer support;
  • analytics;
  • data storage;
  • fraud prevention;
  • reviews;
  • marketing;
  • advertising; and
  • website functionality.

8.6 Professional advisers

We may share information with accountants, insurers, legal advisers and other professional advisers where reasonably necessary.

8.7 Authorities

We may disclose information where required by law or where reasonably necessary to:

  • comply with legal proceedings;
  • respond to lawful government requests;
  • protect our legal rights;
  • investigate suspected fraud;
  • protect customers; or
  • address product-safety concerns.

8.8 Business transfers

If our business is sold, reorganised or transferred, personal information may be disclosed to relevant advisers, potential buyers or the new operator, subject to appropriate safeguards.

We do not sell or rent your personal information to unrelated organisations for their own direct marketing.

9. International Data Transfers

Some service providers, suppliers and fulfilment partners may process personal information outside the United Kingdom.

Data-protection laws in those countries may differ from UK law.

Where required, we will seek to use an appropriate transfer safeguard, such as:

  • a UK adequacy regulation;
  • the UK International Data Transfer Agreement;
  • the UK Addendum to the European Commission’s Standard Contractual Clauses;
  • contractual protections; or
  • another lawful transfer mechanism.

Because independent AliExpress sellers and other overseas suppliers may differ, we cannot state that every supplier operates from the same country or uses the same systems.

We will limit the information disclosed to what is reasonably required for order fulfilment.

10. Marketing

We may send marketing emails or messages where:

  • you have given consent;
  • the law otherwise permits us to do so; or
  • the soft opt-in applies to similar products and you were given a clear opportunity to opt out.

You may stop receiving marketing by:

Unsubscribing from marketing will not stop service messages about an existing order, refund, account or customer-service request.

11. Cookies and Similar Technologies

We use cookies and similar technologies to:

  • operate the website;
  • keep products in your basket;
  • remember preferences;
  • protect checkout security;
  • prevent fraud;
  • measure website performance;
  • understand visitor behaviour; and
  • support advertising where permission has been given.

Non-essential cookies should not be placed before required consent has been obtained.

More details are provided in our Cookie Policy below.

12. Data Retention

We retain information only for as long as reasonably necessary for the purpose for which it was collected.

Retention periods may depend on:

  • whether you have an active account;
  • whether an order remains open;
  • legal and tax requirements;
  • chargeback periods;
  • fraud-prevention requirements;
  • product-safety obligations;
  • complaints or disputes; and
  • legal limitation periods.

Order and transaction records may normally be retained for up to six years after the end of the relevant financial period or transaction, where appropriate for legal, tax or record-keeping purposes.

Marketing information may be retained until you unsubscribe or until it is no longer reasonably required.

When information is no longer required, we will delete it, anonymise it or securely restrict its use.

13. Security

We take reasonable technical and organisational measures to protect personal information.

These may include:

  • access controls;
  • secure payment processing;
  • encrypted website connections;
  • account authentication;
  • software updates;
  • supplier controls; and
  • limiting access to people who need the information.

No website, email service or internet transmission can be guaranteed to be completely secure.

14. Your Data-Protection Rights

Depending on the circumstances, you may have the right to:

  • request access to your personal information;
  • request correction of inaccurate information;
  • request completion of incomplete information;
  • request deletion of information;
  • request restriction of processing;
  • object to processing based on legitimate interests;
  • object to direct marketing;
  • request data portability;
  • withdraw consent;
  • request information about international transfers; and
  • complain to the Information Commissioner’s Office.

Some rights are subject to legal exceptions.

To exercise a right, email:

customerservice@charlieandolivia.co.uk

Please clearly explain your request. We may need to confirm your identity before responding.

We aim to respond within one month, although the law permits additional time for particularly complex requests.

15. Complaints

Please contact us first so we can try to resolve your concern.

You also have the right to complain to the Information Commissioner’s Office, which is the UK regulator for data protection.

16. Children

Our website is intended for general consumer shopping and is not directed at children under 13.

We do not knowingly collect personal information from a child who is unable to provide valid consent where consent is required.

A parent or guardian who believes a child has provided personal information may contact us to request its deletion.

17. Third-Party Links

Our website may contain links to third-party websites or platforms.

We are not responsible for the privacy, security or content of external websites. You should read their privacy policies before providing information.

18. Changes to This Policy

We may update this Privacy Policy to reflect changes in:

  • our services;
  • suppliers;
  • legal requirements;
  • Shopify functionality; or
  • our information-handling practices.

The revised policy will be posted on our website with a new “Last updated” date.