Privacy policy
Privacy Policy
Last updated: July 2026
Windle London Limited, trading as Windle London Salon and Windle LAB, respects your privacy and is committed to protecting your personal information.
This Privacy Policy explains how we collect, use, store and protect your personal data when you visit our website, place an order, create an account, contact us, subscribe to our marketing emails, book salon services or otherwise interact with us.
Our website is hosted on Shopify. Shopify provides the e-commerce platform that allows us to sell our products and services to you online.
Who We Are
The data controller responsible for your personal information is:
Windle London Limited
Trading as Windle London Salon and Windle LAB
Unit 1 Ullswater Road Business Park
Ullswater Road
Penrith
Cumbria
CA11 7EH
United Kingdom
Telephone: 01768 891394
Email: orders@windlelondon.com
Website: www.windlelondon.com
When we refer to “we”, “us”, “our”, “Windle London”, “Windle LAB” or “Windle London Salon” in this policy, we are referring to Windle London Limited.
What Personal Information We Collect
We collect personal information when you interact with us, use our website, place an order, sign up to receive marketing emails, make an enquiry, book a service or communicate with our team.
The personal information we may collect includes:
- Your name.
- Billing address.
- Delivery address.
- Email address.
- Telephone number.
- Order details and purchase history.
- Payment information, although full card details are processed securely by our payment providers and are not stored by us.
- Account login information, if you create a customer account.
- Salon booking information, where applicable.
- Product preferences, haircare concerns or information you choose to share with us when asking for advice.
- Marketing preferences, including whether you have opted in or out of email communications.
- Reviews, feedback, survey responses or customer service messages.
- Technical information such as your IP address, browser type, device type, pages visited and how you use our website.
We only collect the information that is necessary for the purpose for which it is provided.
How We Collect Your Information
We collect personal information in the following ways:
- When you place an order through our Shopify website.
- When you create a customer account.
- When you subscribe to our email marketing.
- When you contact us by email, telephone, website form, live chat or social media.
- When you book or enquire about salon services.
- When you leave a review or provide feedback.
- When you enter a promotion, competition or survey.
- When you browse our website, cookies or similar technologies are used.
How We Use Your Personal Information
We use your personal information to operate our business, provide our services, process orders and communicate with you.
We may use your personal information for the following purposes:
- To process and fulfil your orders.
- To take payment and prevent fraudulent transactions.
- To deliver products to you.
- To manage returns, refunds, exchanges and customer service enquiries.
- To send order confirmations, dispatch updates and delivery information.
- To provide salon services or respond to salon enquiries.
- To manage your customer account.
- To send marketing emails to which you have subscribed or where we are otherwise permitted to do so.
- To personalise our marketing and recommend products or services that may be relevant to you.
- To request reviews or feedback after a purchase.
- To improve our website, products, services and customer experience.
- To analyse website performance and customer behaviour.
- To comply with legal, tax, accounting and regulatory obligations.
- To protect our business, website and customers from fraud, misuse or security threats.
Our Legal Basis for Using Your Information
Under UK data protection law, we must have a lawful reason for using your personal information. Depending on how you interact with us, we rely on one or more of the following lawful bases:
Contract
We use your personal information where it is necessary to fulfil a contract with you. For example, when you place an order, we need your name, address and contact details to process payment, dispatch your order and provide customer support.
Consent
We rely on your consent where you have actively agreed to something, such as subscribing to our email marketing or accepting certain cookies. You can withdraw your consent at any time.
Legal Obligation
We may use and retain certain information where we are legally required to do so, for example, for accounting, tax, VAT, IOSS or business record-keeping purposes.
Legitimate Interests
We may use your information where it is necessary for our legitimate business interests, provided your rights and interests do not override those interests. This may include improving our website, preventing fraud, responding to customer enquiries, sending service messages, managing reviews and understanding how customers use our products and services.
Orders, Payments and Delivery
When you place an order on our website, we collect the information needed to process and deliver your order. This includes your name, billing address, delivery address, email address, telephone number, order details and payment information.
Payments are processed securely through Shopify and our payment providers. We do not store your full payment card details.
We share the necessary delivery information with our shipping and fulfilment partners so that your order can be delivered to you. This may include courier services such as Evri or other delivery providers used to fulfil your order.
For international orders, we may also need to process information required for customs, duties, taxes, IOSS reporting and export documentation.
Customer Accounts
If you create a customer account on our website, we use your personal information to manage your account, allow you to view previous orders, update your details and make future purchases more easily.
You are responsible for keeping your account login details secure. If you believe your account has been accessed without permission, please contact us as soon as possible.
Customer Service and Haircare Advice
If you contact us for customer service, product advice or haircare guidance, we may process the information you provide so that we can respond properly.
This may include your name, contact details, order information, product concerns, photographs you choose to send us, hair type, hair condition or any other information you voluntarily provide.
We only use this information to assist with your enquiry, recommend suitable products, resolve issues or improve our services.
Marketing Communications
If you sign up to receive marketing emails from Windle LAB or Windle London, we will use your email address to send you news, offers, product updates, salon information and haircare advice.
We currently use Klaviyo to manage our email marketing. Klaviyo helps us send email campaigns, manage subscriber lists, understand how customers engage with our emails and personalise communications based on customer behaviour and preferences.
We may use information such as your purchase history, browsing behaviour, email engagement and stated preferences to make our marketing more relevant to you.
You can unsubscribe from marketing emails at any time by clicking the unsubscribe link in any email we send, or by contacting us directly.
Unsubscribing from marketing emails will not stop important service emails, such as order confirmations, dispatch updates or customer service messages.
Cookies and Similar Technologies
Our website uses cookies and similar technologies to improve your browsing experience, remember your preferences, keep our website secure, analyse website performance and help us provide relevant marketing.
A cookie is a small text file stored on your device when you visit a website. Cookies help websites recognise your device and remember information about your visit.
Some cookies are essential for the operation of our website, while others are optional and only used with your consent.
Essential Cookies
These cookies are required for our website to function correctly. They enable core features such as:
- Shopping basket functionality.
- Secure checkout.
- Customer account login.
- Website security and fraud prevention.
- Remembering your cookie preferences.
Without these cookies, certain parts of our website may not function correctly.
Analytics Cookies
With your permission, we use analytics technologies to understand how visitors use our website. This helps us improve the performance, usability and content of our website.
Analytics information may include:
- Pages viewed.
- Time spent on pages.
- Navigation paths.
- Device type.
- Browser type.
- Approximate location.
- Traffic source.
This information is used only in aggregate and does not normally identify individual visitors.
Marketing Cookies
With your consent, marketing cookies help us deliver more relevant advertising and measure the effectiveness of our advertising campaigns.
These cookies may allow advertising platforms to recognise when you have visited our website and help us display more relevant adverts across other websites and social media platforms.
Managing Cookies
You can manage or withdraw your cookie preferences at any time using our website's cookie settings or through your browser settings.
Please note that disabling certain cookies may affect the functionality of our website.
Shopify
Our website is hosted by Shopify Inc., which provides the e-commerce platform we use to sell our products and services.
Shopify securely stores customer information required to process orders, manage customer accounts and operate our online store.
Shopify may process personal information on our behalf in accordance with applicable data protection legislation.
Further information is available in Shopify's Privacy Policy.
Payment Processing
Payments made through our website are processed securely by Shopify Payments and other authorised payment providers that may be available during checkout.
We do not store your full payment card details.
Payment providers process payment information securely using industry-standard encryption and security measures.
Email Marketing
If you subscribe to receive marketing emails from Windle LAB or Windle London, your information is securely processed using Klaviyo.
Klaviyo helps us:
- Send newsletters.
- Send promotional offers.
- Manage subscriber preferences.
- Measure email performance.
- Provide personalised product recommendations.
- Automate customer communications based on interactions with our website.
We may analyse information such as:
- Email opens.
- Link clicks.
- Website browsing following an email.
- Products viewed.
- Purchases made.
This information helps us improve our communications and provide more relevant content.
You may unsubscribe from marketing communications at any time using the unsubscribe link contained within every marketing email.
Product Reviews
Following a purchase, we may invite you to review your experience or the products you have purchased.
Review invitations may be sent using our review platform and may include your name, email address and order information solely for the purpose of requesting and managing genuine customer reviews.
Google Analytics
We use Google Analytics 4 (GA4) to understand how visitors interact with our website.
Google Analytics helps us understand:
- Which pages are most popular.
- How visitors find our website.
- How customers navigate through our website.
- Which products and content perform best.
- Where improvements can be made.
Google Analytics collects information such as device type, browser information, approximate location and website interactions. IP addresses are processed in accordance with Google's privacy and security standards.
You can learn more about Google's Privacy Policy by visiting Google's website.
Advertising and Remarketing
With your consent, we use advertising technologies to help us understand the effectiveness of our marketing campaigns and to display more relevant advertising.
These technologies may include:
- Google Ads.
- Google Conversion Tracking.
- Meta Pixel (Facebook and Instagram).
These services may use cookies or similar technologies to measure advertising performance, understand customer journeys and display advertisements that may be more relevant to your interests.
These platforms operate under their own privacy policies.
Social Media
Our website may contain links to our social media channels, including Facebook, Instagram, Pinterest, YouTube, LinkedIn and other platforms.
If you interact with our social media pages or choose to share content from our website, your interactions will also be subject to the privacy policies of those platforms.
We recommend reviewing the privacy policies of any social media platform you choose to use.
Website Security
Protecting your information is extremely important to us.
We use appropriate technical and organisational measures to safeguard personal information, including secure website hosting, encrypted connections (SSL), secure payment processing and website security technologies.
While we take every reasonable precaution to protect your information, no internet transmission or electronic storage system can be guaranteed to be completely secure.
Who We Share Your Information With
We only share your personal information where it is necessary to operate our business, fulfil your orders, provide our services or comply with legal obligations.
Depending on how you interact with us, we may share your information with:
- Shopify, to operate our online store and process customer orders.
- Payment providers, to securely process payments.
- Delivery and courier companies, including Evri and other delivery partners, to fulfil and deliver your orders.
- Klaviyo, to manage our email marketing communications.
- Review providers, to invite customers to leave genuine product or service reviews.
- Analytics and advertising providers, including Google and Meta, where you have consented to analytics or marketing cookies.
- Professional advisers, including accountants, legal advisers and auditors, where required.
- VAT and tax service providers, including SimplyVAT, where necessary to comply with UK and international tax obligations.
- Government authorities or regulators, where we are legally required to do so.
We never sell your personal information to third parties.
International Transfers
Some of the organisations we work with may process personal information outside the United Kingdom or European Economic Area.
Where this occurs, we ensure that appropriate safeguards are in place to protect your personal information in accordance with UK GDPR requirements. These safeguards may include adequacy decisions, Standard Contractual Clauses approved by the UK Government or other legally recognised transfer mechanisms.
How Long We Keep Your Information
We only keep your personal information for as long as necessary to fulfil the purpose for which it was collected, including satisfying legal, accounting and tax requirements.
Examples include:
- Order records are retained for accounting and tax purposes.
- Customer service records are retained to assist with future enquiries.
- Marketing preferences retained until you unsubscribe or withdraw your consent.
- Website analytics retained in accordance with the settings of our analytics providers.
When personal information is no longer required, it is securely deleted or anonymised.
Your Rights
Under UK data protection legislation, you have a number of important rights regarding your personal information.
These include the right to:
- Request access to the personal information we hold about you.
- Request correction of inaccurate or incomplete information.
- Request deletion of your personal information where appropriate.
- Request restriction of how your information is processed.
- Object to certain types of processing, including direct marketing.
- Withdraw consent where processing is based on your consent.
- Request a copy of your information in a portable format where applicable.
- Lodge a complaint with the Information Commissioner's Office (ICO).
If you would like to exercise any of these rights, please contact our Customer Care team using the details provided below.
Marketing Preferences
You are always in control of your marketing preferences.
You can:
- Unsubscribe from marketing emails at any time.
- Withdraw consent for optional cookies.
- Contact us to update your communication preferences.
Please note that even if you opt out of marketing communications, we may still contact you regarding your orders, returns, product safety information or other essential service-related communications.
Children's Privacy
Our website, products and services are intended for adults.
We do not knowingly collect personal information from children under the age of 16. If we become aware that we have unintentionally collected personal information from a child, we will take appropriate steps to delete it as soon as reasonably practicable.
Keeping Your Information Secure
We are committed to protecting your personal information and have implemented appropriate technical and organisational security measures to help prevent unauthorised access, misuse, loss or disclosure.
These measures include secure website hosting, encrypted connections, controlled access to personal information and the use of trusted service providers who maintain appropriate security standards.
Although we take every reasonable precaution to protect your information, no online system can ever be completely secure.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in legislation, technology or the way we operate our business.
The latest version will always be published on this page together with the date it was last updated.
Contact Us
If you have any questions about this Privacy Policy or how we handle your personal information, please contact us:
Windle London Limited
Trading as Windle London Salon and Windle LAB
Unit 1 Ullswater Road Business Park
Ullswater Road
Penrith
Cumbria
CA11 7EH
United Kingdom
Telephone: 01768 891394
Email: orders@windlelondon.com
Your Right to Complain
If you are unhappy with how we have handled your personal information, we would welcome the opportunity to resolve your concerns.
If you remain dissatisfied, you have the right to lodge a complaint with the Information Commissioner's Office (ICO), the UK's independent authority for data protection.
Further information is available at:
https://www.ico.org.uk
Additional Third-Party Services We Use
To operate our business efficiently and provide the best possible customer experience, we work with a number of trusted third-party service providers.
Depending on how you interact with us, your personal information may be processed by one or more of the following services:
- Shopify – Our ecommerce platform used to operate our online store, process orders and manage customer accounts.
- Shopify Inbox – Used to provide live chat and customer support through our website.
- Klaviyo – Used to manage our email marketing, newsletters, automated customer communications and subscriber preferences.
- Reviews.io – Used to invite customers to leave genuine product and service reviews following a purchase.
- Slick – Used to manage salon bookings and appointment information for Windle London Salon.
- Evri and other delivery partners – Used to deliver customer orders and provide shipment tracking.
- SimplyVAT – Used to assist with VAT compliance and Import One Stop Shop (IOSS) reporting for eligible international orders.
- Cloudflare – Provides website security, performance optimisation and protection against malicious traffic.
- Google Analytics 4 – Used to understand website performance and improve customer experience.
- Google Ads – Used to measure advertising performance and improve the relevance of our online advertising.
- Meta (Facebook and Instagram) – Used to measure advertising performance, understand customer journeys and display relevant advertising where consent has been given.
Each of these organisations processes personal information only where necessary to provide their services and in accordance with their own privacy policies and applicable data protection legislation.
How to Contact Us About Your Personal Information
If you have any questions about this Privacy Policy or would like to exercise any of your data protection rights, please contact our Customer Care team.
We aim to respond to all privacy-related enquiries as promptly as possible and, where required by law, within the applicable statutory time limits.
Windle London Limited
Trading as Windle London Salon and Windle LAB
Unit 1 Ullswater Road Business Park
Ullswater Road
Penrith
Cumbria
CA11 7EH
United Kingdom
Telephone: 01768 891394
Email: orders@windlelondon.com
Information Commissioner's Office (ICO)
If you believe we have not handled your personal information appropriately, you have the right to lodge a complaint with the Information Commissioner's Office (ICO), the UK's independent regulator for data protection.
We would, however, appreciate the opportunity to resolve your concerns first and encourage you to contact us before raising a complaint with the ICO.
Further information can be found at:
www.ico.org.uk
Questions?
If you have any questions about this policy or need further assistance, our Customer Care team will be happy to help.
Telephone: 01768 891394
Email: orders@windlelondon.com
Our Customer Care team is available Monday to Thursday, 9:00 am – 5:00 pm, Friday, 9:00 am – 3:00 pm (excluding UK public holidays).
Last reviewed and updated: July 2026
