Privacy policy
<h1>Privacy Policy</h1>
<p><strong>Last Updated: September 2026</strong></p>
<h2>Introduction</h2>
<p>John Julian ("we", "us", "our") is committed to protecting and respecting your privacy.</p>
<p>This Privacy Policy explains how we collect, use, store and share your personal information when you visit our website, purchase products from us, contact us, subscribe to our marketing communications, place bespoke or personalised orders, apply for a trade or hospitality account, or otherwise interact with our business.</p>
<p>By using our website, you acknowledge the practices described in this Privacy Policy.</p>
<hr>
<h2>Who We Are</h2>
<p><strong>John Julian</strong></p>
<p>9 Manor Farm Barns<br>Burcombe Lane<br>Salisbury<br>Wiltshire<br>SP2 0EJ<br>United Kingdom</p>
<p>Telephone: 01722 744805</p>
<p>Email: <a href="mailto:info@johnjulian.co.uk">info@johnjulian.co.uk</a></p>
<hr>
<h2>Information We Collect</h2>
<h3>Information You Provide</h3>
<p>When you place an order, create an account, contact us or otherwise interact with us, we may collect:</p>
<ul>
<li>Name</li>
<li>Billing address</li>
<li>Delivery address</li>
<li>Email address</li>
<li>Telephone number</li>
<li>Account details</li>
<li>Order history</li>
<li>Payment details (processed securely by payment providers)</li>
<li>Trade account information</li>
<li>Hospitality account information</li>
<li>Customer service correspondence</li>
<li>Workshop and event booking information</li>
</ul>
<h3>Personalised and Bespoke Orders</h3>
<p>When ordering bespoke or personalised products, we may collect:</p>
<ul>
<li>Names</li>
<li>Initials</li>
<li>Dates</li>
<li>Gift messages</li>
<li>Logos</li>
<li>Artwork</li>
<li>Personalisation requests</li>
<li>Other custom information required to complete your order</li>
</ul>
<p>This information is used solely for fulfilling your order and providing customer support.</p>
<h3>Information We Collect Automatically</h3>
<p>When you browse our website, we may collect:</p>
<ul>
<li>IP address</li>
<li>Browser type and version</li>
<li>Device information</li>
<li>Operating system</li>
<li>Website usage data</li>
<li>Pages viewed</li>
<li>Products viewed</li>
<li>Search terms</li>
<li>Time spent on pages</li>
<li>Referral source</li>
<li>Geographic region</li>
<li>Cookie identifiers</li>
</ul>
<p>We may collect this information whether or not you create an account.</p>
<hr>
<h2>How We Use Your Personal Information</h2>
<p>We use your information to:</p>
<h3>Process Orders</h3>
<ul>
<li>Take payments</li>
<li>Arrange delivery</li>
<li>Process refunds</li>
<li>Manage returns</li>
<li>Provide order updates</li>
</ul>
<h3>Customer Service</h3>
<ul>
<li>Respond to enquiries</li>
<li>Resolve complaints</li>
<li>Provide product advice</li>
<li>Manage bespoke commissions</li>
<li>Administer trade and hospitality accounts</li>
</ul>
<h3>Fraud Prevention and Security</h3>
<p>We may use personal information to:</p>
<ul>
<li>Detect fraudulent transactions</li>
<li>Prevent misuse of our website</li>
<li>Protect customers and our business</li>
<li>Meet legal and regulatory requirements</li>
</ul>
<h3>Research and Analysis</h3>
<p>We analyse customer behaviour, purchasing patterns and website usage to:</p>
<ul>
<li>Improve our products</li>
<li>Improve our website</li>
<li>Improve customer experience</li>
<li>Develop new products and services</li>
<li>Better understand customer preferences</li>
</ul>
<h3>Marketing</h3>
<p>Where you have consented, or where permitted by law, we may send information about:</p>
<ul>
<li>New collections</li>
<li>Product launches</li>
<li>Seasonal campaigns</li>
<li>Studio sales</li>
<li>Events and workshops</li>
<li>Hospitality updates</li>
<li>Special offers and promotions</li>
</ul>
<p>You can unsubscribe at any time.</p>
<h3>Abandoned Basket Reminders</h3>
<p>Where legally permitted, we may send reminders about products left in your shopping basket.</p>
<hr>
<h2>Lawful Bases for Processing</h2>
<p>Under UK GDPR, we process personal information using one or more of the following legal bases:</p>
<h3>Contractual Necessity</h3>
<p>To fulfil orders, manage accounts, process payments and provide customer support.</p>
<h3>Legal Obligations</h3>
<p>To comply with tax, accounting, fraud prevention and regulatory requirements.</p>
<h3>Legitimate Interests</h3>
<p>To improve our products, services, website security, customer experience and business operations.</p>
<h3>Consent</h3>
<p>For email marketing, analytics cookies, advertising cookies and other activities where consent is required.</p>
<hr>
<h2>Marketing Communications</h2>
<p>If you have subscribed to receive marketing communications, we may send marketing messages by email.</p>
<p>We use <strong>Mailchimp</strong> to manage email marketing campaigns.</p>
<p>You may opt out at any time by:</p>
<ul>
<li>Clicking the unsubscribe link in any marketing email</li>
<li>Contacting us at <a href="mailto:info@johnjulian.co.uk">info@johnjulian.co.uk</a></li>
</ul>
<p>Please note that service communications relating to your orders, account or legal obligations will continue where necessary.</p>
<hr>
<h2>Advertising and Analytics</h2>
<p>We use advertising and analytics technologies to understand how visitors use our website and improve our services.</p>
<h3>Google Analytics</h3>
<p>We use Google Analytics to understand website performance and visitor behaviour.</p>
<p>This helps us improve:</p>
<ul>
<li>Website functionality</li>
<li>Customer experience</li>
<li>Product presentation</li>
<li>Marketing effectiveness</li>
</ul>
<h3>Microsoft Clarity</h3>
<p>We partner with Microsoft Clarity and Microsoft Advertising to better understand how visitors use our website through behavioural analytics, heatmaps and session replay technology.</p>
<p>Information collected may include:</p>
<ul>
<li>Pages visited</li>
<li>Click activity</li>
<li>Scroll behaviour</li>
<li>Device information</li>
<li>Browser information</li>
<li>Website performance data</li>
</ul>
<p>This helps us:</p>
<ul>
<li>Improve usability</li>
<li>Optimise website performance</li>
<li>Improve customer experience</li>
<li>Identify technical issues</li>
<li>Measure marketing effectiveness</li>
<li>Detect fraud and security concerns</li>
</ul>
<p>For more information, please refer to Microsoft's Privacy Statement.</p>
<h3>Interest-Based Advertising</h3>
<p>We may use advertising networks and platforms to show relevant John Julian advertisements on third-party websites and social media platforms.</p>
<p>These advertisements may be based on:</p>
<ul>
<li>Pages you have viewed</li>
<li>Products you have viewed</li>
<li>Previous purchases</li>
<li>Previous interactions with our website</li>
<li>Marketing engagement</li>
</ul>
<hr>
<h2>Meta Pixel and Meta Conversion API</h2>
<p>We use Meta technologies, including:</p>
<ul>
<li>Meta Pixel</li>
<li>Meta Conversion API</li>
</ul>
<p>These tools help us measure the performance of our Facebook and Instagram advertising campaigns.</p>
<p>Where you have consented to advertising cookies, information relating to your interactions with our website may be shared securely with Meta.</p>
<p>This information may include:</p>
<ul>
<li>Email address (hashed where applicable)</li>
<li>IP address</li>
<li>Device information</li>
<li>Browser information</li>
<li>Website activity</li>
<li>Purchase activity</li>
</ul>
<p>We use this information to:</p>
<ul>
<li>Track conversions</li>
<li>Measure campaign effectiveness</li>
<li>Improve advertising performance</li>
<li>Create relevant advertising audiences</li>
<li>Optimise marketing spend</li>
</ul>
<p>You can withdraw consent at any time through our cookie preferences.</p>
<hr>
<h2>Cookies</h2>
<p>Our website uses cookies and similar technologies.</p>
<p>Cookies help us:</p>
<ul>
<li>Operate the website</li>
<li>Remember preferences</li>
<li>Maintain your shopping basket</li>
<li>Improve website performance</li>
<li>Analyse visitor behaviour</li>
<li>Measure marketing activity</li>
<li>Deliver relevant advertising</li>
</ul>
<p>Some cookies are essential to the operation of the website.</p>
<p>Analytics and advertising cookies will only be placed on your device where you have provided consent through our cookie management tools.</p>
<p>For further information, please refer to our Cookie Policy.</p>
<hr>
<h2>Sharing Your Information</h2>
<p>We treat your information as confidential and only share it where necessary to provide our services or where required by law.</p>
<p>We may share information with:</p>
<h3>Ecommerce and Website Providers</h3>
<ul>
<li>Shopify and associated Shopify services</li>
</ul>
<h3>Payment Providers</h3>
<ul>
<li>Shopify Payments</li>
<li>PayPal</li>
<li>Other approved payment providers</li>
</ul>
<h3>Delivery and Logistics Providers</h3>
<ul>
<li>InXpress</li>
<li>Royal Mail</li>
<li>DHL</li>
<li>Other courier partners involved in delivering orders</li>
</ul>
<h3>Marketing and Analytics Providers</h3>
<ul>
<li>Mailchimp</li>
<li>Microsoft Clarity</li>
<li>Microsoft Advertising</li>
<li>Google Analytics</li>
<li>Google Ads</li>
<li>Meta (Facebook and Instagram)</li>
</ul>
<h3>Professional and Regulatory Organisations</h3>
<ul>
<li>Fraud prevention agencies</li>
<li>Credit reference agencies where appropriate</li>
<li>Accountants</li>
<li>Legal advisers</li>
<li>Law enforcement bodies</li>
<li>Government and regulatory authorities where legally required</li>
</ul>
<p>We provide only the information necessary for these organisations to perform their services.</p>
<hr>
<h2>International Transfers</h2>
<p>Some of our service providers may process information outside the United Kingdom.</p>
<p>Where personal information is transferred internationally, we ensure appropriate safeguards are in place in accordance with UK GDPR requirements.</p>
<p>These safeguards may include:</p>
<ul>
<li>UK International Data Transfer Agreements</li>
<li>Standard Contractual Clauses</li>
<li>Transfers to countries recognised as providing adequate protection</li>
</ul>
<hr>
<h2>Data Retention</h2>
<p>We retain personal information only for as long as necessary to fulfil the purposes for which it was collected.</p>
<p>Typical retention periods include:</p>
<ul>
<li>Order records: up to 6 years</li>
<li>Tax and accounting records: up to 6 years</li>
<li>Customer correspondence: as reasonably required for customer service and legal purposes</li>
<li>Marketing information: until consent is withdrawn</li>
<li>Analytics data: according to platform retention settings</li>
</ul>
<p>Where information is no longer required, it will be securely deleted or anonymised.</p>
<hr>
<h2>Security</h2>
<p>We take appropriate technical and organisational measures to protect personal information from:</p>
<ul>
<li>Unauthorised access</li>
<li>Loss</li>
<li>Misuse</li>
<li>Alteration</li>
<li>Accidental disclosure</li>
</ul>
<p>While we take security seriously, no internet transmission can be guaranteed to be completely secure.</p>
<hr>
<h2>Your Rights</h2>
<p>Under UK GDPR and applicable data protection legislation, you have the right to:</p>
<ul>
<li>Be informed about how your information is used</li>
<li>Access the personal information we hold about you</li>
<li>Correct inaccurate information</li>
<li>Request deletion of your information in certain circumstances</li>
<li>Restrict processing in certain circumstances</li>
<li>Object to processing</li>
<li>Withdraw consent</li>
<li>Request transfer of your information to another organisation where applicable</li>
<li>Lodge a complaint with a supervisory authority</li>
</ul>
<p>To exercise any of these rights, please contact:</p>
<p><strong><a href="mailto:info@johnjulian.co.uk">info@johnjulian.co.uk</a></strong></p>
<hr>
<h2>Complaints</h2>
<p>If you have concerns regarding how we handle your personal information, please contact us in the first instance.</p>
<p>You also have the right to complain to the Information Commissioner's Office (ICO):</p>
<p>Website: <a href="https://ico.org.uk/">Information Commissioner's Office</a></p>
<hr>
<h2>Changes to This Policy</h2>
<p>We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations or business practices.</p>
<p>Any updates will be published on this page and the revision date will be updated accordingly.</p>
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