Privacy Policy

Last Updated: October 2026

At Hope & Hart, we respect your privacy and are committed to handling your personal data transparently, securely, and in full compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

This Privacy Policy explains how Hope and Hart Limited collects, uses, stores, and protects your personal data when you visit www.hopeandhart.com, purchase our craft kits, digital PDF patterns, or bespoke keepsakes, or join our mailing list.

1. Who We Are (The Data Controller)

Hope & Hart Limited is the data controller responsible for your personal information.

  • Company Name: Hope and Hart Limited (Registered in England and Wales)

  • Company Registration Number: 08636027

  • Registered Office Address: Unit 36 Silk Mill Industrial Estate, Brook Street, Tring, HP23 5EF, United Kingdom

  • Data Privacy Contact: hello@hopeandhart.com

  • Website: www.hopeandhart.com

2. The Personal Information We Collect

We collect and process the following categories of information:

  • Identity & Contact Details: Your full name, billing address, delivery address, email address, and telephone number (if provided at checkout).

  • Order & Transaction Data: Details of products you have purchased, order dates, payment status, transaction amounts, and customer service correspondence. (Note: We never see, process, or store your full debit or credit card details. All transactions are handled directly through secure, encrypted, PCI-DSS compliant third-party payment gateways).

  • Custom Commission Details: Personal reference photographs (such as ultrasound scans or bridal bouquets) and custom personalisation details you supply to us for bespoke embroidery orders.

  • Technical & Usage Information: Your IP address, device type, web browser, time zone, pages visited, and how you interact with our online store, collected automatically via cookies.

  • Marketing & Communication Preferences: Your name and email address when you subscribe to our newsletter,claim free embroidery pattern downloads, or consent to receive promotional updates.

3. How We Use Your Information & Our Lawful Bases

Under the UK GDPR, we must have a valid lawful basis for processing your personal data. We process your data for the following specific purposes:

  • Fulfilling Orders

    • Data used: Identity, Contact, and Transaction data.

    • Lawful basis: Performance of a contract (necessary to process payment, package your kits, cut supplies,and dispatch orders to your address).

  • Digital Pattern Delivery

    • Data used: Contact and Transaction data.

    • Lawful basis: Performance of a contract (necessary to generate and email your instant PDF download links and digital guides).

  • Bespoke Commissions

    • Data used: Identity, Contact details, and Customer Imagery.

    • Lawful basis: Performance of a contract (necessary to draft and hand-stitch custom ultrasound and bridal keepsake designs from your photos).

  • Customer Support & Service

    • Data used: Identity, Contact details, and Communications records.

    • Lawful basis: Performance of a contract and Legitimate interests (necessary to resolve delivery queries,provide stitch guidance, and process statutory returns).

  • Email Newsletters & Free Pattern Downloads

    • Data used: Identity, Contact details, and Marketing Preferences.

    • Lawful basis: Consent (you can withdraw your consent at any time by clicking "Unsubscribe" in any email).

  • Site Performance & Meta Shop Integration

    • Data used: Technical and Usage data.

    • Lawful basis: Consent (managed via your preferences on our website cookie banner).

  • Tax, Invoicing & Accounting Records

    • Data used: Identity, Contact, and Transaction data.

    • Lawful basis: Legal obligation (mandatory compliance with UK tax law and HMRC statutory record-keeping rules).

  • Store Security & Fraud Prevention

    • Data used: Technical and Transaction data.

    • Lawful basis: Legitimate interests and Legal obligation (protecting our store infrastructure against cyber attacks, fraudulent transactions, and payment disputes).

4. Who We Share Your Data With

We never sell, rent, or trade your personal data. We only share necessary information with trusted third-party service providers who assist us in operating our studio and fulfilling your orders:

  • Website Platform, Hosting & Email Marketing: Squarespace, which provides our secure e-commerce platform,website hosting, transactional checkout, customer accounts, and email marketing automation (Squarespace Email Campaigns) to securely store our subscriber lists and deliver opted-in newsletters.

  • Payment Gateways: Stripe, PayPal, Apple Pay, and Klarna, who securely process payment transactions.

  • Postal & Delivery Couriers: Royal Mail and selected parcel couriers, who receive your delivery address to dispatch physical embroidery kits and supplies.

  • Social Media & Advertising Platforms: Meta Platforms Ireland Ltd (via the Meta Pixel and Facebook/Instagram Shop catalog), to deliver relevant project recommendations to crafters who have consented to marketing cookies.

  • Professional & Legal Advisers: External accountants and legal advisers to comply with UK statutory accounting and reporting regulations.

All third-party service providers are required to handle personal data securely and strictly in accordance with UK data protection laws. Where data is transferred outside the UK, appropriate safeguards (such as the UK International Data Transfer Agreement or standard contractual clauses) are maintained.

5. Data Retention: How Long We Keep Your Data

We only retain your personal data for as long as necessary to fulfil the purposes we collected it for:

  • Order & Financial Records: Retained for 6 full tax years following the date of purchase to comply with UK statutory HMRC accounting obligations.

  • Marketing Subscribers: Retained until you decide to unsubscribe. Every email sent contains a single-click "Unsubscribe" link in the footer.

  • Bespoke Commission Imagery: Reference photographs provided for custom scan or bouquet keepsakes are retained securely only until the commission is stitched, delivered, and past its query window, after which files are deleted from our active studio drives.

  • Customer Support Records: General customer service correspondence is retained for 2 years to assist with repeat order requests.

6. Your Legal Rights Under UK GDPR

Under UK data protection legislation, you have significant rights concerning your personal information:

  • Right of Access: You have the right to request a copy of the personal information we hold about you (a Data Subject Access Request).

  • Right to Rectification: You can ask us to correct incomplete, out-of-date, or inaccurate data.

  • Right to Erasure ("Right to be Forgotten"): You can ask us to delete your personal data where there is no lawful reason for us to continue processing it (subject to statutory legal and tax retention limits).

  • Right to Restrict or Object to Processing: You have the right to object to our processing of your data based on legitimate interests, or request that processing be temporarily suspended.

  • Right to Data Portability: You can request the transfer of your personal data to you or a third party in a structured,commonly used format.

  • Right to Withdraw Consent: Where you have consented to email newsletters or marketing cookies, you can withdraw your consent at any time without penalty.

To exercise any of these rights, please email us at hello@hopeandhart.com. We respond to all verified statutory requests within one calendar month free of charge.

7. Children's Privacy

Our website and craft products are designed for adults and young makers under adult supervision. We do not knowingly collect personal information directly from children under 13 years of age. If you believe a child has provided us with personal data without parental consent, please contact us immediately so we can remove it.

8. Lodging a Complaint

If you have concerns about our data handling practices, please contact us directly at hello@hopeandhart.com so we can resolve the issue immediately.

You also have the statutory right to raise a concern or lodge a formal complaint with the UK supervisory authority:

  • Information Commissioner's Office (ICO)

  • Website: www.ico.org.uk

  • Helpline: 0303 123 1113

9. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our studio practices, technology, or applicable legal obligations. Any updates will be posted directly to this page with an updated revision date.

10. Contact Us

If you have any questions regarding this Privacy Policy or how your personal information is managed, please contact: