Privacy & Cookie Policy

Last updated: 12 November 2026

1. Who we are

This website (www.collarbonelondon.com) and our online shop (app.collarbonelondon.com) are run by Collarbone Limited, trading as Collarbone London (“we”, “us”). We are the controller of the personal information described in this policy. If you have any questions, or want to use any of your rights, email us at info@collarbonelondon.com.

2. The information we collect

• Enquiries: your name, email address, phone number and message when you contact us.
• Consultations: the details you give when you book a consultation through our booking system (Acuity Scheduling).
• Shop accounts and orders: your name, email address, phone number, delivery and billing addresses, order history, garment and fabric choices, and the body measurements and fit notes you give us so we can make your garments.
• Payments: payments are processed by Stripe. We do not see or store your full card details.
• Newsletter: your email address, if you sign up to hear from us.
• Website use: with your consent only, information about how you use our website and shop, collected by Google Analytics (see section 8).
• Technical information: such as your IP address, browser and device, recorded by our hosting and security systems to keep the website and shop running safely.

3. How we use it, and our lawful basis

• To make, deliver and support your orders, and to manage your account — performing our contract with you.
• To answer enquiries and arrange consultations — our legitimate interests, or to take steps at your request before entering a contract.
• To send our newsletter — your consent, which you can withdraw at any time using the unsubscribe link.
• To understand how our website and shop are used and improve them — your consent, given through our cookie banner.
• To keep our website, shop and payments secure and prevent fraud — our legitimate interests.
• To keep business, tax and accounting records — legal obligation.

We do not sell your personal information, and we do not use it for advertising.

4. Who we share it with

We only share what is needed, with trusted providers who act on our instructions:

• Our tailoring workshop partners, who receive your measurements and garment specifications to make your order.
• Website and shop hosting and infrastructure: Hostinger, Railway and Neon.
• Sign-in and accounts: Clerk.
• Payments: Stripe.
• Image hosting: Cloudinary.
• Consultation bookings: Acuity Scheduling.
• Newsletter: Mailchimp.
• Website analytics (with your consent only): Google.
• Cookie consent records: CookieYes.
• Couriers, to deliver your order.

We may also share information where the law requires it.

5. International transfers

Some of these providers, and some of our workshop partners, are based outside the UK. Where your information is transferred outside the UK, we make sure it is protected — for example, by sending it only to countries the UK recognises as having adequate protection, or by using the UK’s approved contract terms.

6. How long we keep it

• Account, order and measurement information: while your account is active, and order and payment records for 6 years for tax and accounting purposes. We keep your measurements so we can make future garments for you; you can ask us to delete them at any time.
• Enquiries and consultation details: up to 2 years after our last contact.
• Newsletter: until you unsubscribe.
• Analytics data: up to 14 months.

7. Your rights

You have the right to access your personal information, to have it corrected or deleted, to restrict or object to how we use it, to receive a copy in a portable format, and to withdraw your consent at any time. To use any of these rights, email info@collarbonelondon.com. If you are unhappy with how we have handled your information, you can complain to the Information Commissioner’s Office at ico.org.uk.

8. Cookies

Cookies are small files stored on your device. We use:

• Essential cookies, which are needed for the website and shop to work — for example to keep you signed in, remember your basket, keep payments secure (including Stripe’s fraud-prevention cookies) and remember your cookie choices. These do not need your consent.
• Analytics cookies (Google Analytics, such as _ga and _ga_*), which help us understand how visitors use our website and shop. These are only set if you choose “Accept All” or switch on Analytics in your cookie settings. We do not use advertising cookies.
• Third-party content: our consultation booking calendar (Acuity Scheduling) and Instagram feed may set their own cookies when they load.

Your choice applies to both www.collarbonelondon.com and app.collarbonelondon.com. You can change or withdraw it at any time using the cookie icon at the bottom-left of every page. The full, automatically updated list of cookies we use is below.

9. Changes to this policy

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.