Privacy policy

Last updated: 27/04/2025

This Privacy Policy describes how Calm Coffee Roastery ("the Site", "we", "us", or "our") collects, uses, and discloses your personal information when you visit, use our services, or make a purchase from calmcoffeeroastery.co.uk ("the Site") or otherwise communicate with us (collectively, the "Services"). For purposes of this Privacy Policy, "you" and "your" means you as the user of the Services, whether you are a customer, website visitor, or another individual whose information we have collected pursuant to this Privacy Policy.

Please read this Privacy Policy carefully. By using and accessing any of the Services, you agree to the collection, use, and disclosure of your information as described in this Privacy Policy. If you do not agree to this Privacy Policy, please do not use or access any of the Services.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on the Site, update the "Last updated" date, and take any other steps required by applicable law.

How We Collect and Use Your Personal Information

To provide the Services, we collect and have collected over the past 12 months personal information about you from a variety of sources, as set out below. The information that we collect and use varies depending on how you interact with us.

In addition to the specific uses set out below, we may use information we collect about you to communicate with you, provide the Services, comply with any applicable legal obligations, enforce any applicable terms of service, and to protect or defend the Services, our rights, and the rights of our users or others.

What Personal Information We Collect

The types of personal information we obtain about you depends on how you interact with our Site and use our Services. When we use the term "personal information", we are referring to information that identifies, relates to, describes or can be associated with you. The following sections describe the categories and specific types of personal information we collect.

Information We Collect Directly from You

Information that you directly submit to us through our Services may include:

  • Basic contact details including your name, address, phone number, email.
  • Order information including your name, billing address, shipping address, payment confirmation, email address, phone number.
  • Account information including your username, password, security questions.
  • Shopping information including the items you view, put in your cart or add to your wishlist.
  • Customer support information including the information you choose to include in communications with us, for example, when sending a message through the Services.

Some features of the Services may require you to directly provide us with certain information about yourself. You may elect not to provide this information, but doing so may prevent you from using or accessing these features.

Information We Collect through Cookies

We automatically collect certain information about your interaction with the Services ("Usage Data") using cookies, pixels, and similar technologies.

Usage Data may include information about your device, browser, network connection, IP address, and interactions with our Site.

Information We Obtain from Third Parties

We may also obtain information about you from third parties, including from vendors and service providers such as:

  • Shopify, our ecommerce platform provider.
  • Payment processors who handle payment transactions.
  • Email marketing service providers such as Klaviyo, who manage email communications and marketing campaigns.
  • Analytics providers who help us understand website usage.

Any information we obtain from third parties will be handled according to this Privacy Policy.

How We Use Your Personal Information

  • Providing Products and Services: To process orders, manage accounts, facilitate shipping and returns, and deliver Services.
  • Marketing and Advertising: To send marketing, promotional, and advertising communications by email (using Klaviyo), text message, or postal mail, and to tailor advertising based on your interests. We use cookies, pixels, and tags to understand your preferences and deliver advertising that is more relevant to you. This includes retargeting ads on platforms like Facebook and Instagram, as well as tailored email content via Klaviyo.
  • Security and Fraud Prevention: To detect, prevent, and respond to fraud, security breaches, and other illegal activity.
  • Customer Communications: To provide customer support and respond to inquiries.

Cookies

We use cookies and similar tracking technologies (such as pixels and scripts) to improve your experience on our Site, understand how visitors interact with our content, and deliver personalized marketing. These technologies may collect Usage Data such as your IP address, browser type, time spent on pages, and click behavior.

We categorize cookies as follows:

  • Essential Cookies – Required for site functionality and shopping features (e.g., cart persistence).

  • Analytics Cookies – Used to track website performance and visitor behavior (e.g., via Google Analytics).

  • Marketing & Retargeting Cookies – Enable personalized advertising based on your browsing history (e.g., via Meta Pixel and Klaviyo).

Some of these cookies are set by third-party services we use, such as:

  • Meta (Facebook and Instagram) – for ad tracking and performance.

  • Google Analytics – for usage data and audience insights. We use enhanced features in Google Analytics, such as User-Provided Data and User ID.

  • Klaviyo – to track site visits and email interactions for personalized marketing.

You can control or disable cookies using your browser settings. In regions where consent is required, we will request your permission to set non-essential cookies via a cookie banner when you visit our site.

To learn more about cookies used by Shopify, see: https://www.shopify.com/legal/cookies

User-Provided Data Collection and User ID Collection

We use Google Analytics and related services to help us understand how visitors interact with our Site and to improve our marketing and advertising. In addition to cookies and usage data, these services may collect and process the following:

  • User-Provided Data: When you enter information on our Site (such as email address or phone number at checkout or sign-up), we may securely share hashed versions of this data with Google. This helps us measure conversions more accurately and improve the relevance of advertising. The data is hashed locally on your browser before being sent to Google, and is not shared in plain text.

  • User ID Collection: If you create an account or otherwise log in on our Site, we may assign you a unique User ID. This User ID allows Google Analytics to link your interactions across devices and sessions, giving us a clearer understanding of how you use our Services. We do not share personally identifiable information with Google through this feature.

These features help us to:

  • Improve the accuracy of conversion measurement.

  • Better understand our audience and customer journey.

  • Deliver advertising that is more relevant to your interests.

You can opt out of Google Analytics tracking (including these enhanced features) by installing the Google Analytics Opt-out Browser Add-on.

How We Disclose Personal Information

We may share personal information with:

  • Vendors and service providers who perform services on our behalf (e.g., Shopify, Klaviyo for email marketing, payment processors, fulfillment services).
  • Business and marketing partners to deliver tailored advertising.
  • Our affiliates and corporate group companies.
  • Law enforcement or other authorities if required to comply with legal obligations.

We have disclosed the following categories of information over the past 12 months:

  • Identifiers (e.g., name, email, address)
  • Commercial information (e.g., order history)
  • Internet and network activity (e.g., Usage Data)

We do not sell or share sensitive personal information for profiling.

User Generated Content

If you submit product reviews or other content, it may be publicly accessible.
We are not responsible for the privacy of information you make public.

Third Party Websites and Links

Our Site may link to third-party websites. We are not responsible for their privacy practices or content.

Children’s Data

Our Services are not intended for children under 16. We do not knowingly collect information from children.

Security and Retention of Your Information

We implement reasonable security measures, but no method is 100% secure.
We retain personal information as long as necessary to provide the Services, fulfill legal obligations, and enforce policies.

Your Rights and Choices

Depending on where you live, you may have some or all of the rights listed below in relation to your

Depending on your location, you may have rights to:

  • Access your personal information.
  • Request deletion or correction of personal information.
  • Request data portability.
  • Restrict or withdraw consent to certain uses of your data.
  • Appeal any decisions regarding your rights.

You can manage communication preferences or exercise rights by contacting us.

Complaints

You may file a complaint with your local data protection authority if you are dissatisfied with our handling of your personal information.

International Users

Your information may be transferred outside your home country, including to the United States.
We use lawful mechanisms like Standard Contractual Clauses for such transfers.

Contact

Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of the rights available to you, please email us at hello@calmcoffeeroastery.co.uk or contact us at Unit 214 Peckham Levels, 95a Rye Lane, SE15 4ST, United Kingdom.