Privacy policy

Privacy Policy

Last updated: 18 August 2026

This Privacy Policy explains how THE OUD ARTISAN LTD, trading as The Oud Artisan, collects, uses, stores and shares personal information when you visit our website, place an order, contact us or otherwise interact with our services.

1. Who We Are

Data Controller: THE OUD ARTISAN LTD
Trading Name: The Oud Artisan
Company Number: 17374633
Registered/Business Address: 122 Palmerston Road, London, E17 6PZ
Email: Customerservice@theoudartisan.uk
Telephone: +44 7824 358290

Data Protection Officer: Appointed
DPO Contact Email: Customerservice@theoudartisan.uk

THE OUD ARTISAN LTD is responsible for deciding how and why personal information is used in connection with The Oud Artisan.

Privacy, data-protection and DPO enquiries can be sent to Customerservice@theoudartisan.uk.

2. Information We May Collect

Depending on how you interact with us, we may collect information including:

  • your name

  • billing address

  • delivery address

  • email address

  • telephone number

  • order history

  • products purchased

  • payment and transaction information

  • correspondence with customer service

  • returns, refunds and complaint information

  • device and browser information

  • IP address

  • cookie and analytics information

  • marketing preferences

  • information used for fraud prevention and website security

We aim to collect only personal information that is relevant to the services and functions we provide.

3. Why We Use Your Information

Processing and Fulfilling Orders

We use relevant personal information to:

  • accept and process orders

  • process payments

  • arrange delivery

  • send order and despatch updates

  • provide order tracking

  • manage cancellations

  • deal with returns and refunds

  • respond to order-related enquiries

Lawful basis: performance of a contract or taking steps at your request before entering into a contract.

Customer Service

We use personal information to respond to:

  • product enquiries

  • fragrance enquiries

  • delivery questions

  • complaints

  • returns and refund enquiries

  • other customer service requests

Lawful basis: performance of a contract and/or our legitimate interests in providing customer support and managing our business.

Legal and Accounting Requirements

We may use or retain information where necessary to comply with legal, tax, accounting, regulatory, fraud-prevention or record-keeping obligations.

Lawful basis: legal obligation and, where applicable, legitimate interests.

Website Security and Fraud Prevention

We may process technical, account and transaction information to help:

  • protect our customers

  • secure our website and checkout

  • detect suspicious activity

  • prevent fraud and abuse

  • protect our legal and business interests

Lawful basis: legitimate interests and/or legal obligation, depending on the circumstances.

Analytics and Website Improvement

We use Google Analytics to help us understand how visitors use our website and to improve website performance, navigation and the customer experience.

Where analytics technologies require consent, they are used in accordance with the choices you make through our cookie controls.

Marketing

We use Klaviyo for email marketing and related customer communications.

We may send marketing communications where:

  • you have provided valid consent; or

  • another lawful electronic-marketing basis applies, including the customer soft opt-in where all applicable requirements are satisfied.

Where the customer soft opt-in is relied upon, marketing is limited to our own similar products or services and customers are given an opportunity to opt out when their details are collected and in subsequent marketing communications.

You can unsubscribe from marketing communications at any time by:

  • using the unsubscribe option in the relevant communication; or

  • contacting Customerservice@theoudartisan.uk

4. Payment Information

Our online store operates through Shopify.

Available payment methods include:

  • Visa

  • Mastercard

  • American Express

  • Apple Pay

  • Google Pay

  • Shop Pay

  • PayPal

  • Klarna

Payments are processed primarily through Shopify Payments, with other payment providers involved where you select their services.

We receive payment and transaction information necessary to process and manage your order. We do not intentionally collect or retain full payment-card credentials where those details are handled directly by the relevant payment provider.

5. Who We May Share Information With

Where necessary to operate our website, process orders, provide services or carry out marketing and analytics, personal information may be shared with service providers including:

  • Shopify – ecommerce platform and online store services

  • Shopify Payments – payment processing

  • PayPal – payment processing where selected

  • Klarna – payment services where selected

  • providers supporting Apple Pay, Google Pay and Shop Pay, where selected

  • Royal Mail – UK order delivery and tracking

  • Klaviyo – email marketing and customer communications

  • Google Analytics – website analytics

  • Google Ads – advertising and conversion measurement

  • Meta Ads – advertising and campaign measurement

  • TikTok Ads – advertising and campaign measurement

  • IT, hosting, security and fraud-prevention service providers where necessary

  • accountants and professional advisers

  • regulators, law-enforcement bodies or other authorities where disclosure is required or permitted by law

We aim to share only the information reasonably necessary for the relevant provider or recipient to perform its function.

6. International Transfers

Some of the service providers we use may process or store personal information outside the UK.

Where our use of a service involves a restricted transfer of personal information outside the UK, we take steps to ensure that the transfer is covered by an appropriate mechanism permitted under UK data-protection law.

Depending on the circumstances, this may include:

  • UK adequacy regulations

  • appropriate contractual or other safeguards

  • another legally permitted transfer mechanism or exception

Where appropriate safeguards are relied upon, additional measures may also be used where necessary to protect personal information.

For further information about safeguards relevant to your personal information, contact:

Customerservice@theoudartisan.uk

7. How Long We Keep Information

We do not keep personal information for longer than reasonably necessary for the purpose for which it was collected.

When deciding how long information should be retained, we consider factors including:

  • how long the information is needed to process and administer an order

  • applicable tax, accounting and legal record-keeping obligations

  • the need to manage cancellations, returns, refunds or disputes

  • fraud-prevention and security requirements

  • the duration of a customer service enquiry or complaint

  • whether information is needed to establish, exercise or defend legal claims

  • your marketing preferences and whether you have opted out

  • the retention settings of relevant analytics, marketing and website technologies

Marketing suppression information may be retained where necessary to ensure that an opt-out request continues to be respected.

Information stored through cookies and similar technologies is handled as described in our Cookie Policy.

8. Your Data Protection Rights

Depending on the circumstances and the lawful basis on which we use your personal information, you may have rights relating to:

  • access to your personal information

  • correction of inaccurate or incomplete information

  • deletion of personal information

  • restriction of processing

  • objection to processing

  • data portability

  • withdrawal of consent where processing is based on consent

Not every right applies in every circumstance.

To exercise a data-protection right, contact our Data Protection Officer at:

Customerservice@theoudartisan.uk

We may need to request information reasonably necessary to confirm your identity before responding to certain requests.

We will respond without undue delay and within the applicable time limits required by data-protection law.

Your Right to Object to Direct Marketing

You have the right to object to the use of your personal information for direct marketing at any time.

You can:

  • use the unsubscribe option in a marketing communication; or

  • contact Customerservice@theoudartisan.uk

When you opt out, we will stop sending the relevant direct marketing as required.

We may retain limited suppression information to ensure that your preference continues to be respected.

9. Cookies and Similar Technologies

We use cookies and similar technologies for website operation, preferences, analytics and marketing.

Information about the technologies we use, their purposes and how you can manage your choices is available in our Cookie Policy.

10. Security

We use reasonable technical and organisational measures intended to protect personal information against:

  • unauthorised access

  • unlawful use or disclosure

  • alteration

  • accidental loss

  • destruction

No online system can be guaranteed to be completely secure, but we take reasonable steps appropriate to our services and the personal information we handle.

11. Data Protection Complaints

If you have concerns about how we have collected, used, stored or shared your personal information, please contact us so that we can investigate.

Data Protection Officer: Appointed
Email: Customerservice@theoudartisan.uk
Telephone: +44 7824 358290
Address: 122 Palmerston Road, London, E17 6PZ

We aim to provide an initial response within 1 business day.

We will investigate data-protection complaints appropriately, request further information where reasonably necessary and communicate the outcome without undue delay.

Further information about our general complaints process is available in our Complaints Procedure.

You also have the right to raise a data-protection concern with the Information Commissioner's Office (ICO).

12. Changes to This Privacy Policy

We may update this Privacy Policy when our business practices, website services, technology, service providers or legal obligations change.

The latest revision date will appear at the top of this page.

Contact the Data Protection Officer

For privacy, personal-data or data-protection enquiries, contact:

THE OUD ARTISAN LTD
Data Protection Officer: Appointed
Email: Customerservice@theoudartisan.uk
Telephone: +44 7824 358290
Address: 122 Palmerston Road, London, E17 6PZ