Privacy Policy

Last updated: 23 October 2026

Elena Essex Trading Limited, trading as Elena Essex, operates this website and online store. References to “we”, “us” and “our” mean Elena Essex Trading Limited.

Our store is powered by Shopify. This Privacy Policy explains how personal information is collected, used and shared when you browse our website, purchase products, submit a form or otherwise contact us.

Elena Essex Trading Limited is the data controller for the personal information we use to run our business. Shopify and certain other providers may also act as independent controllers for their own processing, as explained in their privacy notices.

Personal Information We Collect

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

• Contact details: your name, email address, telephone number, billing address and delivery address.

• Order information: products purchased, order numbers, payments, delivery details, returns, refunds and previous transactions.

• Payment information: transaction details, payment status and information needed to process payments through our payment providers.

• Account information: account identifiers, preferences and settings where you use a customer account.

• Customer-service information: messages, order queries, delivery addresses and photographs or other files you provide when requesting help.

• Marketing preferences: newsletter subscriptions, consent records and unsubscribe requests.

• Review information: ratings, reviews and other information you choose to submit.

• Technical and usage information: your IP address, browser, device information and interactions with our website, including information collected through cookies and similar technologies.

Please avoid including unrelated personal information in photographs or files you send us.

Where Information Comes From

We receive information:

• Directly from you when you order, subscribe, complete a form or contact us.

• Automatically when you interact with our website, subject to applicable privacy and cookie requirements.

• From Shopify, payment providers, fulfilment partners, carriers and other providers involved in delivering our services.

How We Use Information

We use personal information to:

• Process payments and fulfil orders.

• Arrange deliveries, replacements, returns and refunds.

• Respond to questions, complaints and missing-piece requests.

• Manage customer accounts and preferences.

• Send order confirmations, tracking details and other service messages.

• Send newsletters and other marketing communications where permitted.

• Operate customer reviews and improve our products and website.

• Protect our website, prevent fraud and investigate misuse.

• Maintain business records and meet legal obligations.

Legal Grounds for Using Information

For processing covered by UK or European data protection law, we rely on the appropriate legal ground:

• Contract: to take steps at your request before a purchase and to process payments, fulfil orders and provide related support.

• Legal obligation: to maintain required accounting and tax records and comply with applicable legal requirements.

• Legitimate interests: where necessary and proportionate to respond to general enquiries, manage complaints, protect our business, prevent fraud and improve our services, provided those interests do not override your rights.

• Consent: where required for marketing communications, non-essential cookies or other optional processing.

Where we rely on consent, you can withdraw it at any time. Withdrawal does not affect processing that was lawful before you withdrew consent.

If you do not provide information needed to process an order or resolve a request, we may be unable to provide that service.

Contact Forms & Customer Support

When you request help with a missing piece, damaged product, incorrect item or delivery issue, we use the information you provide to assess and resolve your request.

This may include your order number, puzzle name, delivery address, correspondence and photographs showing the issue.

We may share relevant details with our fulfilment partners or other service providers where necessary to investigate the problem, send a replacement or arrange a refund.

Submitting a customer-service enquiry does not itself mean you have agreed to receive marketing.

Who We Share Information With

We share information where necessary with:

• Shopify: to host and operate our store, process transactions and provide associated services.

• Payment providers: to process payments, refunds and fraud checks.

• Fulfilment partners, including Amazon Multi-Channel Fulfilment: to process orders, dispatch products and arrange replacements or returns.

• Delivery companies: to deliver orders and provide tracking information.

• Customer-service, form, review and marketing providers: where used to operate those services.

• Professional advisers and authorities: where needed for accounting, legal advice, regulatory requirements or legal claims.

For example, fulfilment partners and carriers may receive your name, delivery address, order details and contact information needed to deliver your purchase.

We may also disclose information where you direct us to do so, where legally required, or in connection with a business sale or restructuring, subject to applicable safeguards.

Our Relationship with Shopify

Shopify collects and processes information about your access to and use of our store to provide and improve its services.

Information submitted to our store may be shared with Shopify and relevant third parties, including providers located outside your country.

Where Shopify Network Intelligence and associated enhanced services are enabled, Shopify may combine information from interactions with our store, other merchants and Shopify to provide those services. These may include security, personalisation and advertising features.

For processing Shopify undertakes as an independent controller, Shopify is responsible for handling the relevant privacy requests.

You can read more in the Shopify Consumer Privacy Policy and exercise relevant choices through the Shopify Privacy Portal.

Cookies, Analytics & Advertising

Our website uses cookies and similar technologies to operate essential features, remember preferences and, depending on enabled services and your choices, measure website use or support advertising.

Where consent is required, optional technologies should only operate after you have given that consent. Essential technologies needed to provide requested services may operate without optional-cookie consent.

Where available, you can manage your choices using the website’s privacy controls. You can also contact us about your preferences.

Browser settings may allow you to block or delete cookies, although doing so can affect website functionality.

Marketing Choices

You can unsubscribe from promotional emails using the unsubscribe link in those messages or by contacting us.

Unsubscribing from marketing does not prevent us from sending necessary service communications, such as order confirmations, delivery updates or responses to your enquiries.

Security & Retention

We use appropriate technical and organisational measures to protect personal information. No system can guarantee complete security.

We retain information only for as long as reasonably necessary for the purposes described in this policy, including:

• Order and payment records for fulfilment, tax, accounting and legal requirements.

• Support correspondence and photographs for resolving enquiries, managing related claims and maintaining necessary records.

• Marketing information while needed to manage subscriptions and preferences.

• Limited suppression information to honour unsubscribe or other privacy requests.

• Technical information according to the purpose and retention settings of the relevant service.

We consider the type of information, why it is needed, legal retention requirements and any ongoing dispute when deciding retention periods.

Your Privacy Rights

Depending on your location and applicable law, you may have rights to:

• Access personal information we hold about you.

• Correct inaccurate information.

• Request deletion.

• Receive certain information in a portable format.

• Restrict or object to certain processing.

• Withdraw consent where processing relies on consent.

• Opt out of the sale or sharing of information, or targeted advertising, where those rights apply.

• Appeal a decision about a privacy request where applicable law provides that right.

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

To make a request, contact us using the details below. We may need to verify your identity. You may also use an authorised representative where applicable law permits.

We will respond within the time required by applicable law. Some requests may be subject to legal exceptions, such as retaining information needed for tax records or legal claims.

We will not unlawfully discriminate against you for exercising your privacy rights.

International Transfers

Shopify and other service providers may process information outside your country, including outside the United Kingdom or European Economic Area.

Where required, transfers are subject to recognised safeguards, such as an adequacy decision, European Commission Standard Contractual Clauses or the applicable UK transfer arrangements.

You can contact us for further information about safeguards relevant to our processing.

Children’s Information

Our online store is intended for purchases by adults. We do not knowingly collect personal information directly from children for them to use our services independently.

If you believe a child has provided information that should not have been collected, please contact us so we can investigate and take appropriate action.

Other Websites

Our website may link to third-party websites. Their privacy practices are governed by their own notices. Please review those notices before providing information to them.

Complaints

Please contact us if you have concerns about how we use personal information.

You can also complain to the UK Information Commissioner’s Office.

If you are in the European Economic Area, you may contact your local data protection authority. A list is available through the European Data Protection Board.

Changes to This Policy

We may update this policy to reflect changes to our services, practices or legal requirements. We will update the date above and provide additional notice where required.

Contact & Data Controller

Elena Essex Trading Limited, trading as Elena Essex
Company number: 13367608
Registered in England and Wales

Email: contact@elenaessex.com
Customer-service telephone: +44 7920 165852

Registered office:
26 Pembroke Avenue
Hove
England
BN3 5DB
United Kingdom