Privacy policy

Last updated: 13 August 2026

This Privacy Policy explains how Luxury Sent Ltd, trading as Luxury Scent, handles personal information in connection with our website and online shop at luxuryscent.co.uk. It does not cover any physical retail premises.

Please read this alongside our Terms & Conditions, Delivery Information and Return & Refund Policy, which explain how we sell to you. This Privacy Policy is about your personal information specifically.

1. Who we are

Luxury Sent Ltd, trading as Luxury Scent, is generally the controller of personal information used to operate our online store, fulfil orders and provide our services for the purposes of UK data protection law.

• Company number 12747575, registered in England and Wales
• Registered office: 101 James Street, Elswick, Newcastle upon Tyne, NE4 7RP, United Kingdom
• Website: luxuryscent.co.uk
• Email: contact@luxuryscent.co.uk

Some service providers may have their own responsibilities for particular processing. Shopify's role, including circumstances in which it processes information for its own purposes, is explained in Section 10 below.

2. Information we collect

What we hold about you depends on how you use our website. It may include:

Contact and order information — your name, billing address, delivery address, email address, telephone number, and details of the products you order, their value, and your order and return/refund history.

Customer-account information — if you create an account with us, information needed to set up and manage that account, such as your saved details and order history. We do not see or store your account password in readable form.

Communications — information you give us when you contact us by email, through a website form, or otherwise, including about an order, product or return.

Device and website information — information such as your IP address, browser and device information, and how you interact with our website, collected via Shopify and the cookies and similar technologies described in Section 11.

Marketing preferences — your marketing preferences, subscriptions, opt-in or opt-out choices, and related communication preferences.

Reviews — information you choose to submit when leaving a product review, or when invited to review a purchase.

Wishlist — if you use our wishlist feature, the information needed to save and provide it to you.

Order-verification information — if we need to verify an unusual order (Section 6), any identification or limited payment-method confirmation you provide for that purpose.

3. Where this information comes from

We get information:

• directly from you — when you place an order, create an account, contact us, or leave a review;
• automatically through the website — via Shopify and the cookies and similar technologies described in Section 11;
• from our payment providers — confirming that a payment has been made or refunded;
• from other service providers involved in your order — such as delivery providers confirming dispatch or delivery status.

4. How we use your information

Orders and accounts. To take and process your order, arrange payment, arrange delivery, manage your account, and handle returns, refunds and exchanges.

Customer service. To respond to enquiries, resolve order or delivery problems, and correspond with you.

Security and fraud prevention. To help protect your account, to help prevent and detect fraudulent or unauthorised activity, and to carry out the verification described in Section 6 where reasonably necessary.

Reviews. Where relevant, to support product reviews, including verifying that a review relates to a genuine purchase and, where configured, inviting you to leave a review of your order.

Wishlist and other website features. Where you choose to use them.

Marketing. To send you marketing communications where you have chosen to receive them, or where we are otherwise permitted to do so — see Section 8.

Operating and improving our website. To run our website, understand how it performs, and support analytics, personalisation and advertising-related features that are actually enabled, in line with the cookie and privacy choices available to you (Sections 10–11).

Legal and business administration. To meet our accounting, tax and other legal obligations, resolve disputes, and keep proportionate business records.

5. Our legal bases for using your information

Contract — where we need your information to process an order, manage your account, arrange delivery, or handle a return or refund.

Legal obligation — where we need to keep or use information to meet a legal, tax or regulatory requirement.

Legitimate interests — where it is reasonably necessary for purposes such as preventing fraud, keeping our website and business secure, providing customer service, and keeping appropriate records, provided this does not override your own rights and interests.

Consent — where we ask for it, such as for certain marketing communications and for non-essential cookies and similar technologies.

Not every activity relies on the same basis; the one that applies depends on the specific use of your information.

6. How payment works

When you check out, you provide payment information through the payment method or payment provider available to you at checkout. Our payment providers process the sensitive payment credentials — such as your full card number and security code — needed to complete the transaction. We do not need, and do not routinely hold, your full payment-card details.

We do receive information needed to confirm that a payment has succeeded, administer your order, process a refund, or investigate a payment query. This may include limited details such as the card type used or its last few digits.

Verifying an unusual order

We normally rely on Shopify's and our payment providers' own fraud and security checks. We do not currently run a separate, independent system that makes a fully automated final decision on whether to accept an order.

For an order that looks unusual or higher-risk, we may reasonably ask you for further confirmation before dispatch — for example, a form of identification, or the last few digits of the card used. This is not a routine part of ordering.

We will never ask you to send us your full card number, your card's security code (CVV), a banking password, or online banking login details, by any channel. If you receive a message asking for this that appears to be from us, please do not respond and contact us directly using the details in Section 23.

7. Who we share your information with

Luxury Scent does not sell customer lists or personal information to independent advertisers for money as part of our ordinary business. We do, however, share relevant information with service providers who help us operate the online business, as described below, including:

• Shopify, which hosts and powers our website and provides certain enabled platform services (Section 10);
• payment providers, to process and secure payments;
• delivery and logistics providers, to fulfil your order — we only share what a given provider needs to deliver your specific order;
• email and marketing providers;
• review providers;
• website feature, analytics and technical providers, where they are actually used and need information to provide their service to us;
• advertising and social-media providers, where enabled, subject to the cookie and privacy choices available to you (Section 11);
• fraud, security and dispute-management providers;
• our professional advisers, and law enforcement or regulatory authorities, where genuinely necessary for accounting, legal compliance, or to investigate fraud, security or dispute matters.

In each case, we only share what is reasonably necessary for that provider to do its job.

8. Marketing

We may use your contact details to send you marketing communications where you have chosen to receive them, or where we are otherwise permitted to do so. The marketing channels available to you may vary over time.

Signing up for marketing is optional and separate from placing an order. If you have given us a preference for one channel, that does not mean you have opted in to every other channel we may use.

You can change your marketing preferences, unsubscribe, or withdraw consent where applicable, at any time using the option provided in the relevant communication or through the preference controls available to you.

Opting out of marketing does not stop necessary communications, such as order confirmations, dispatch updates, account or security messages, and responses to your enquiries.

9. Reviews

If you submit a product review, or are invited to review a purchase, information needed to provide, verify and manage that review — for example, to display it and confirm it relates to a genuine purchase — may be processed by our review service provider.

10. Our relationship with Shopify

Our website is built and hosted on Shopify. Shopify processes information about your visits to and use of our website in order to provide, secure and improve the platform behind our website and online shop.

We have Shopify Network Intelligence enabled. This means Shopify may also use information about your interactions with our store, together with information from your interactions with other Shopify-powered stores and with Shopify itself, to provide certain enhanced features across the wider Shopify network — for example personalisation, fraud prevention, measurement, and advertising-related functionality — where those features are enabled and subject to the privacy choices available to you. Where Shopify processes information for these purposes, it does so under its own privacy responsibilities, rather than solely on our instructions.

You can learn more about how Shopify processes personal information, and exercise relevant privacy choices, through Shopify's privacy portal.

11. Cookies and Similar Technologies

Our website uses cookies and similar technologies to support:

• strictly necessary functions — needed for the website and checkout to work at all; and
• other technologies, which may be used for preferences, analytics, personalisation, and marketing, advertising and social-media purposes, subject to the consent or privacy choices available to you.

We may use authorised analytics, advertising and social-media providers to help us understand how our website performs, measure the effectiveness of our marketing, and show relevant advertising, where those providers are actually enabled and subject to your available cookie and privacy choices.

We display a cookie banner to visitors, including here in the UK, with the options Accept, Decline, and Manage preferences. You can use "Manage preferences" at any time to review or change your choices. Where consent is required for a non-essential technology, that technology is used in accordance with your cookie and privacy choices.

More detailed technology-level choices are available through our cookie and privacy controls.

Additional privacy choices depending on where you live

Depending on where you live, additional privacy choices may be available through our website privacy controls. Some privacy laws, mainly in parts of the United States, use specific defined terms such as "sale," "sharing," and "targeted advertising," which can apply to some routine advertising and personalisation processing even where no customer list is sold in the ordinary sense. Using this option does not mean we sell your personal information as part of our ordinary business.

12. Your customer account

If you create an account, we use the information in it to set up and manage the account, let you sign in, show you your order and account information, and support account features and preferences you choose to use. We do not store your password in a form that lets us read it.

13. Wishlist

If you use a wishlist or similar website feature, we may process the information needed to provide and save that feature for you.

14. Automated decision-making

We do not currently operate a standalone system of our own that makes a fully automated final decision about whether you can place an order. Shopify and our payment providers may use their own automated fraud and security technologies as part of the services they provide to us.

15. How long we keep your information

We keep personal information for as long as is reasonably necessary for the purpose it was collected for, which varies depending on the type of information and why we hold it. Relevant factors include whether we need it to:

• maintain your account;
• complete and manage an order;
• provide customer support or handle a return or refund;
• meet our accounting or tax obligations;
• prevent fraud or maintain security;
• resolve a dispute or enforce an agreement; or
• meet another legal or regulatory requirement.

We do not keep personal information for longer than is reasonably necessary for the relevant purpose.

16. Security

We and the providers we work with use reasonable organisational and technical measures appropriate to our respective roles to help protect your personal information. No method of transmission or storage is completely secure, so we cannot guarantee absolute security, but we take proportionate steps to reduce the risk. If we ever need to verify an unusual order, we will only ask for information that is genuinely necessary — see Section 6.

17. International data processing

Some of the service providers described in this policy may process or store information outside the UK. Where UK data protection law requires safeguards for a transfer outside the UK, we and/or the relevant provider use recognised safeguards, such as adequacy arrangements or approved contractual protections, as applicable.

18. Children

Our website is intended for ordinary consumer shopping. If you are under 18, please only use the website and place orders with the involvement or permission of a parent or guardian.

19. Your privacy rights

Depending on the circumstances, you may have the right to:

• access the personal information we hold about you;
• ask us to correct inaccurate information;
• ask us to delete information;
• ask us to restrict, or object to, certain processing;
• ask for a copy of certain information in a portable format; and
• withdraw your consent, where we rely on consent, at any time.

These rights are subject to certain legal conditions and exceptions. To exercise any of them, please contact us at contact@luxuryscent.co.uk. We may need to verify your identity before completing a request, using no more information than is reasonably necessary for that purpose.

20. How to complain

If you have concerns about how we handle your personal information, please contact us first at contact@luxuryscent.co.uk so we can try to resolve this directly. If you remain concerned, you also have the right to complain to the UK's Information Commissioner's Office (ICO).

21. Other websites

If our website links to an independent third-party website, that site's own privacy practices apply to your activity there, and we recommend reviewing them separately.

22. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes to our business, our technology, the services we use, or the law. When we do, we will post the updated version here and change the "Last updated" date above.

23. Contact us