Privacy Policy

1. Who we are

Threads Embroidery & Print Ltd ("we", "us", "our") provides custom embroidery and printing from Cullompton, United Kingdom. We are the data controller for the personal information described in this policy.

You can reach us by email at customerservice@threadsembroideryprint.co.uk or by phone on +44 7916 916369, Mon–Fri, 9:00am – 5:00pm.

2. The information we collect

We only collect what we need to quote for your work, produce it and get it to you.

Information you give us

• Your name, company or school name, email address and phone number.
• Delivery and billing addresses.
• Order details: garments, colours, sizes, quantities, decoration positions and any notes or special instructions you add.
• Logos, artwork and text you upload or type into the online customiser or the Artwork Studio.
• Account details if you create one. Your password is stored only as a secure one-way hash, so nobody at Threads can read it.
• Anything you write to us in an enquiry form, an email or a message about an order.

Information we collect automatically

• Basic technical data needed to serve the website and keep it secure, such as your IP address and browser type, recorded in standard server logs.
• A small number of essential cookies. See section 6.

Payment details

Card payments are taken by Stripe, a PCI DSS compliant payment processor. Your card number is entered directly into Stripe's secure fields and is never sent to, seen by, or stored on our website. We receive only the result of the payment, the amount, and the last four digits and card type for reconciliation.

3. Why we use it, and our lawful basis

• To perform our contract with you: preparing quotes, taking and confirming orders, producing your garments, arranging delivery, handling returns and dealing with any problem with an order.
• Our legitimate interests: keeping records of the work we have done for you so repeat orders match your previous ones, preventing fraud, securing our systems, and responding to enquiries.
• Legal obligation: keeping accounting and VAT records as required by UK law.
• Consent: if you have asked to receive marketing from us. You can withdraw that at any time by replying to any message or emailing us, and we will stop.

We do not sell your personal information, and we do not share it with anyone for their own marketing.

4. Your logos and artwork

Files you upload stay yours. We use them only to produce your order and to keep future orders consistent with it, for example so a repeat run of polo shirts carries the same digitised logo at the same size.

We may show finished work in our portfolio or on social media. If you would rather we did not use your branding that way, tell us and we will not. If you ask us to delete your artwork from our systems we will do so, though we may need to keep a copy attached to past invoices for our accounting records.

5. Who we share it with

We share the minimum necessary with the suppliers who help us run the business:

• Stripe, to take and refund card payments.
• Garment suppliers and couriers, who receive the delivery name, address and contact number needed to get your order to you.
• Our web host and email provider, who store the site, the order records and the emails we send you about your order.
• Our accountant and, where required, HMRC, for invoices and tax records.

We may also disclose information if we are legally required to, or to establish or defend a legal claim.

Our suppliers are based in the UK and the EU wherever possible. Where a provider processes data outside the UK, that transfer is covered by UK approved safeguards such as the International Data Transfer Agreement or an adequacy decision.

6. Cookies

This website uses essential cookies only. They keep you signed in, hold your basket and your saved design between pages, and protect forms against cross-site request forgery. We do not use advertising cookies, and we do not run third-party analytics or tracking pixels on this site.

Because these cookies are strictly necessary for the parts of the site you have asked to use, they do not require consent. You can block or delete cookies in your browser settings, but the basket, the customiser and the account area will not work properly without them.

7. How long we keep it

• Order, invoice and VAT records: six years after the end of the financial year they relate to, as UK tax law requires.
• Account details and saved designs: for as long as your account is open. Ask us to close it and we will remove it, keeping only what the records above require.
• Enquiries that do not become orders: normally up to 24 months, so we can pick up the conversation if you come back to us.
• Server logs: a short rolling period set by our host.

8. Your rights

Under the UK GDPR you have the right to ask us to:

• give you a copy of the personal information we hold about you;
• correct anything that is wrong or incomplete;
• delete information we no longer have a reason to keep;
• restrict or object to how we use it, including any use based on our legitimate interests;
• provide it in a portable format, or send it to another provider;
• stop sending you marketing, at any time.

Email customerservice@threadsembroideryprint.co.uk and we will respond within one month. There is no charge.

If you are unhappy with how we have handled your information you can complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. We would rather you came to us first so we can put it right.

9. Changes and contact

If we change this policy we will update the date at the top of this page. Material changes affecting existing customers will be explained by email.