Privacy policy

Privacy Policy

Last Updated: 16 September 2026

Overview

The Pilates Princess operates this store and website, including all related information, content, features, tools, products and services, in order to provide you, the customer, with a curated shopping experience (the "Services"). The Pilates Princess is powered by Shopify, which enables us to provide the Services to you.

This Privacy Policy describes how we collect, use, disclose, and protect your personal information when you visit, use, or make a purchase or other transaction using the Services, or otherwise communicate with us.

If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy shall prevail with respect to the collection, processing, and disclosure of your personal information.

Please read this Privacy Policy carefully. By using and accessing any of the Services, you acknowledge that you have read and understood this Privacy Policy and agree to the collection, use, and disclosure of your information as described.

This Privacy Policy is intended to comply with applicable UK data protection laws, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Personal Information We Collect or Process

When we use the term "personal information," we mean information that identifies you or can reasonably be linked to you. Personal information does not include anonymous or de-identified data.

We may collect and process the following categories of personal information:

  • Contact details, including your name, address, billing address, shipping address, phone number, and email address
  • Financial information, including payment card details, transaction details, payment confirmations and billing information (processed securely via third-party payment providers)
  • Account information, including username, password, preferences and settings
  • Transaction information, including products viewed, added to cart, purchased, returned, or exchanged
  • Communications, including messages, emails, and customer support enquiries
  • Device information, including IP address, browser type, device identifiers, and network data
  • Usage information, including how and when you interact with the Services

Personal Information Sources

We collect personal information:

  • Directly from you, when you create an account, place an order, or contact us
  • Automatically, via cookies and similar technologies when you use the Services
  • From service providers acting on our behalf (e.g. payment processors, Shopify, production and fulfilment partners)
  • From third parties and partners, where permitted by law

How We Use Your Personal Information

Provide, Tailor, and Improve the Services
To process payments, fulfil orders, manage your account, arrange delivery and returns, personalise your shopping experience, and provide customer support. This processing is necessary for the performance of our contract with you.

Marketing and Advertising
To send marketing communications (where permitted or with consent) and show relevant advertisements. You may opt out of marketing at any time.

Security and Fraud Prevention
To protect against fraud and unauthorised activity, and to secure accounts and transactions.

Communicating with You
To respond to enquiries and provide updates about your orders or our services.

Legal Obligations
To comply with applicable laws, enforce our Terms, and respond to legal requests.

How We Disclose Personal Information

We may share your personal information in the following circumstances:

  • With Shopify and other service providers (e.g. payment processing, shipping, IT services)
  • With our production and fulfilment partners, who require your name and delivery address in order to produce and ship your order
  • With marketing partners for advertising, where lawful
  • When required by law or legal process
  • In connection with a business transfer (e.g. merger or sale)
  • With your consent or instruction

All third parties are required to handle your data securely and lawfully. Where we share your information with service providers such as our production, fulfilment, and payment partners, we remain the data controller — meaning we determine how and why your personal data is used — and these providers only process your information on our instructions, for the purposes set out in this policy.

Relationship with Shopify

The Services are hosted by Shopify, which processes personal data to provide and improve the Services. Your information may be transferred to Shopify and its partners, including outside the UK. You can review Shopify's Privacy Policy here: https://privacy.shopify.com

AI-Assisted Customer Chat

We use Shopify Inbox, which includes an AI-powered chat assistant, to help respond to customer enquiries on our website. When you interact with this chat feature, Shopify processes your chat communications in order to generate responses and to improve the quality of the AI assistant over time.

You will be notified when you are chatting with the AI assistant rather than a member of our team. If your enquiry needs personal attention, you can request to speak with us directly, and we will respond within the timeframe outlined in our Contact section below.

Please note that responses provided by our AI assistant, while generated using our store's product and policy information, may occasionally be inaccurate. For any binding commitments regarding orders, returns, or refunds, please refer to our official policies or contact us directly.

Third-Party Websites and Links

We are not responsible for the privacy practices of third-party websites. You should review their policies before providing personal data.

Children's Data

The Services are not intended for individuals under 18. We do not knowingly collect data from children. If we become aware of such data, we will delete it.

Security and Retention

We implement appropriate security measures to protect your data. However, no system is completely secure, and transmission of data is at your own risk.

We retain personal information only as long as necessary to fulfil the purposes outlined above, comply with legal obligations, and resolve disputes.

Your Rights and Choices

Under UK GDPR, you have the following rights:

  • Right to Access – request a copy of your data
  • Right to Rectification – correct inaccurate data
  • Right to Erasure – request deletion
  • Right to Restrict Processing
  • Right to Data Portability
  • Right to Object to processing
  • Right to Withdraw Consent at any time

You may also opt out of marketing communications, or request restriction of certain processing.

To exercise your rights, contact us at info@thepilatesprincess.co.uk. We may need to verify your identity before processing your request.

International Transfers

Your data may be transferred outside the UK. Where this occurs, we ensure appropriate safeguards are in place, including Standard Contractual Clauses and transfers to countries with adequate protection.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date.

Contact

For all enquiries, including returns, order issues, or general questions, please contact us at:
info@thepilatesprincess.co.uk

We aim to respond within 3–5 business days, though response times may occasionally be longer during busy periods, holidays, or due to circumstances beyond our control. This estimated response time is provided for your convenience only and does not affect any statutory timeframes we are legally required to meet (for example, under UK consumer or data protection law).

Each message is handled with care, and we appreciate your patience.