Privacy policy

Privacy Policy

Last updated: 20 July 2026

1. WHO WE ARE

Luna Nest Ltd, company number 16270179, trading as Luna Nest, is the operator of https://lunanestuk.com and the

controller of personal information described in this policy.

Registered office: 22 Blackwood Grove, Halifax, England, HX1 4RH

Privacy contact: support@lunanestuk.com

Telephone: +44 7873 317710

This policy applies to personal information collected through our website, customer accounts, customer service,

connected sales channels, social media interactions, advertising, competitions or promotions, and related business

operations.

2. DATA PROTECTION LAW

We process personal information under applicable UK data protection law, including the UK GDPR, the Data Protection

Act 2018 and the Privacy and Electronic Communications Regulations 2003, as amended.

We have not appointed a formal Data Protection Officer. Privacy enquiries and rights requests should be sent to

support@lunanestuk.com.

3. INFORMATION WE MAY COLLECT

Depending on how you interact with us, we may collect:

IDENTITY AND CONTACT INFORMATION

 name;

 billing and delivery address;

 email address;

 telephone number;

 account username or identifiers; and

 age or age-range confirmation where relevant to a product or service.

ORDER AND TRANSACTION INFORMATION

 products ordered;

 order value, discounts, delivery method and tracking;

 returns, refunds, exchanges, complaints and warranties;

 marketplace or sales-channel order references;

 payment status and limited payment information supplied by the payment provider; and

 fraud, chargeback and dispute information.

We do not normally receive or store full card numbers. Payment providers process full payment credentials under their

own privacy and security arrangements.

ACCOUNT AND PREFERENCE INFORMATION

 customer account details;

 saved addresses;

 wishlist or loyalty information where those features are enabled;

 marketing choices;

 cookie choices;

 language, region and currency preferences; and

 communication preferences.

COMMUNICATIONS

 emails, contact-form messages and attachments;

 telephone or WhatsApp messages;

 customer service notes;

 reviews, survey responses and feedback;

 complaints and dispute correspondence; and

 social media messages or comments directed to us.

TECHNICAL AND USAGE INFORMATION

 IP address;

 browser and device information;

 cookie and pixel identifiers;

 pages, products and links viewed;

 referral source;

 approximate location derived from IP;

 cart, checkout and purchase events;

 login, fraud and security logs; and

 website performance and error information.

PRODUCT-SAFETY AND AUTHENTICITY INFORMATION

 photographs, batch codes, serial numbers, barcodes and packaging information;

 allergy, sensitivity or health information voluntarily supplied in a customer enquiry; and

 recall, adverse-event or safety correspondence.

Please avoid sending medical or other sensitive information unless it is necessary for us to deal with your request.

Where special-category information is voluntarily provided, we will use only what is reasonably necessary and rely on

an appropriate legal condition.

BUSINESS AND SUPPLIER INFORMATION

 supplier, distributor and brand-contact details;

 invoices, authorisation records and trade references;

 professional-adviser details; and

 records required for accounting, compliance, product safety and legal claims.

4. WHERE INFORMATION COMES FROM

We may receive personal information:

 directly from you;

 from Shopify and connected store functions;

 from payment providers;

 from delivery carriers;

 from marketplaces and social-commerce channels where you order or contact us;

 from 4Seller or other inventory/order-management systems;

 from Google, Meta, TikTok and other analytics or advertising services where enabled;

 from fraud-prevention, identity-verification and chargeback services;

 from suppliers, brand contacts or product-safety bodies;

 from publicly available sources, including Companies House, where appropriate; and

 from another person who buys a gift for you or is authorised to act for you.

5. HOW AND WHY WE USE PERSONAL INFORMATION

We use personal information for the following purposes and lawful bases.

TO PROCESS AND DELIVER ORDERS - CONTRACT

We use identity, contact, order, payment-status and delivery information to accept payment, fulfil orders, send

confirmations, provide tracking, manage returns and provide customer service.

TO TAKE STEPS BEFORE A CONTRACT - CONTRACT

We use information to answer product questions, provide availability information, prepare quotes or respond to a

request before purchase.

TO MEET LEGAL OBLIGATIONS - LEGAL OBLIGATION

We use and retain information where required for tax, accounting, consumer rights, product safety, recalls, regulatory

enquiries, fraud reporting, sanctions compliance and lawful authority requests.

TO PROTECT THE BUSINESS, CUSTOMERS AND WEBSITE - LEGITIMATE INTERESTS AND LEGAL OBLIGATION

We may use information to prevent fraud, investigate suspicious orders, protect accounts, secure the website, manage

chargebacks, enforce terms, establish or defend legal claims, and keep appropriate audit records.

Our legitimate interests are operating a secure and sustainable retail business, preventing loss and abuse, protecting

customers, maintaining accurate records and defending legal rights. We balance those interests against individual rights

and expectations.

TO IMPROVE PRODUCTS, SERVICES AND OPERATIONS - LEGITIMATE INTERESTS OR CONSENT

We may analyse aggregated or individual interaction data to understand website performance, improve navigation,

forecast demand, manage inventory, reduce errors and improve customer service. Where non-essential cookies or

similar technologies require consent, we use them only in line with your choices.

TO COMMUNICATE ABOUT ORDERS AND SERVICE MESSAGES - CONTRACT, LEGAL OBLIGATION OR

LEGITIMATE INTERESTS

We send necessary order, security, recall, delivery, return and account messages. These are service communications

and are not optional marketing where they are needed to perform a contract or meet legal obligations.

TO SEND MARKETING - CONSENT OR LEGITIMATE INTERESTS WHERE PERMITTED

Where allowed, we may send news, product updates, offers, back-in-stock alerts or abandoned-checkout reminders.

You can unsubscribe using the link in an email or by contacting us.

We will not require consent to receive marketing as a condition of buying ordinary products. Withdrawing marketing

consent does not affect service messages about an order or legal matter.

TO PERSONALISE AND MEASURE ADVERTISING - CONSENT OR LEGITIMATE INTERESTS WHERE PERMITTED

Where enabled and permitted, Google, Meta, TikTok or other advertising tools may use cookies, pixels or conversion

data to measure advertising, create audiences and show relevant adverts. Non-essential marketing technologies are

controlled through our customer-privacy and cookie settings where consent is required.

6. COOKIES AND SIMILAR TECHNOLOGIES

Our website uses necessary cookies for functions such as cart, checkout, account security, fraud prevention and cookie

choices.

With permission where required, we may also use preference, analytics and advertising cookies or pixels. You can

manage choices through the cookie banner or Cookie Preferences control. More information is available in our Cookie

Policy.

Blocking necessary cookies may prevent parts of the store, basket or checkout from working.

7. WHO WE SHARE INFORMATION WITH

We share only information reasonably necessary for the relevant purpose. Recipients may include:

SHOPIFY AND E-COMMERCE INFRASTRUCTURE

Shopify and its affiliates provide hosting, checkout, account, payment, security, analytics and store-management

services.

PAYMENT PROVIDERS

Payment services available at checkout may include Shopify Payments, Shop Pay, PayPal, Apple Pay, Google Pay and

card networks, where enabled. These providers process payment and fraud information under their own terms and

privacy notices.

DELIVERY AND FULFILMENT PROVIDERS

We share names, addresses, contact details and parcel information with Royal Mail and other carriers or fulfilment

partners used for the order.

ORDER, INVENTORY AND MARKETPLACE SYSTEMS

We may use 4Seller and connected sales channels such as eBay, Amazon or TikTok Shop to manage listings, orders,

inventory, fulfilment and customer messages where applicable.

ANALYTICS, ADVERTISING AND SOCIAL PLATFORMS

Where enabled and permitted, information may be processed by Google services, Meta/Facebook/Instagram, TikTok,

YouTube and similar platforms for analytics, product listings, advertising measurement and audience services.

EMAIL, COMMUNICATION AND SUPPORT PROVIDERS

We may use Shopify Email, Gmail or Google email services, domain-email forwarding, WhatsApp Business, Shopify

Inbox and other communication or customer-support tools.

FRAUD, SECURITY AND PROFESSIONAL SERVICES

We may share information with fraud-prevention providers, banks, insurers, accountants, legal advisers, auditors, IT

providers, brand-protection contacts, regulators, law-enforcement bodies and courts where necessary and lawful.

SUPPLIERS, DISTRIBUTORS AND BRAND CONTACTS

Where necessary to investigate authenticity, warranty, safety, recall or product-quality issues, we may share limited

order and product information with the relevant supplier, distributor or brand contact. We will not share more customer

information than is reasonably needed.

BUSINESS TRANSFERS

If all or part of the business is sold, reorganised or transferred, relevant information may be disclosed under

confidentiality and legal safeguards.

We do not sell customer contact details for money.

8. INTERNATIONAL TRANSFERS

Some providers operate or store information outside the United Kingdom. Where personal information is transferred

internationally, we rely on a lawful transfer mechanism used by the relevant provider, such as UK adequacy regulations,

the UK International Data Transfer Agreement, an approved UK Addendum to standard contractual clauses, or another Lawful safeguard.

Further information about a provider's transfer arrangements is normally available in that provider's privacy notice.

9. AUTOMATED DECISIONS AND PROFILING

Payment, fraud and security providers may use automated checks to assess transaction, identity or account risk. This

may result in a payment being declined, an order being held for review or a request for additional verification.

Advertising platforms may create audience or interest profiles where enabled and permitted. You can manage non-

essential cookies and marketing choices as described above.

We do not ordinarily make solely automated decisions that produce significant legal effects without appropriate

safeguards. Contact us if you believe an automated decision has affected you unfairly.

10. HOW LONG WE KEEP INFORMATION

We keep personal information only for as long as reasonably necessary for the purpose, legal obligation or claim. Our

normal starting periods are:

 orders, invoices, payment and tax records: 6 years after the relevant financial period, or longer where legally

required;

 customer-service, complaint and return correspondence: normally 2 years after closure, unless needed for a

continuing claim, safety issue or legal obligation;

 fraud, chargeback and legal-claim records: up to 6 years or longer where a live claim requires it;

 marketing records: until you unsubscribe or consent is withdrawn, with minimal suppression information retained so

that we honour the opt-out;

 customer-account information: while the account remains active, then deleted or minimised subject to legal record-

keeping;

 cookie-consent records: for the period reasonably needed to demonstrate and manage consent;

 technical and security logs: normally up to 12 months, unless required for an investigation; and

 product-safety or recall records: for the period reasonably required by product-safety and legal obligations.

We may anonymise information so that it can no longer identify an individual and retain the anonymised information for

statistical or business analysis.

11. SECURITY

We use reasonable organisational and technical measures to protect personal information, including access controls,

secure hosted checkout, password protection, account permissions, fraud checks and provider security features.

No online system is completely secure. Customers should use strong passwords, protect account credentials and

contact us promptly if they suspect unauthorised access.

12. CHILDREN

The website is not directed at children under 13, and we do not knowingly collect personal information directly from

children under 13 without appropriate authority.

Some products are intended for adult collectors or have manufacturer age guidance. A parent or guardian should

supervise a child's use of the website and purchases.

13. YOUR DATA PROTECTION RIGHTS

Depending on the circumstances, you may have rights to:

 be informed about processing;

 request access to personal information;

 request correction of inaccurate or incomplete information;

 request erasure in certain circumstances;

 request restriction of processing;

 object to processing based on legitimate interests or direct marketing;

 receive certain information in a portable format;

 withdraw consent at any time where consent is the lawful basis; and

 ask for human review of certain automated decisions.

These rights are not absolute and exemptions may apply. We may ask for reasonable identification before responding.

Send requests to support@lunanestuk.com. We normally respond without undue delay and within one month, subject to

lawful extensions for complex or numerous requests.

14. MARKETING CHOICES

You can unsubscribe using the link in a marketing email or contact support@lunanestuk.com.

If you unsubscribe, we may keep a minimal suppression record so that we do not add you back to marketing

unintentionally. This does not prevent essential service messages about existing orders, safety or account security.

15. COMPLAINTS

Please contact us first if you are concerned about how we use personal information:

Luna Nest Ltd

22 Blackwood Grove, Halifax, England, HX1 4RH

Email: support@lunanestuk.com

Telephone: +44 7873 317710

If you remain dissatisfied, you may complain to the Information Commissioner's Office:

Information Commissioner's Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Telephone: 0303 123 1113

Website: ico.org.uk

16. THIRD-PARTY LINKS

Our website may link to external websites or services. Their privacy practices are controlled by their own policies.

Review those policies before providing information.

17. CHANGES TO THIS POLICY

We may update this policy to reflect legal, operational, technology or provider changes. The current version will be

published on this page with the revised date. Material changes may also be communicated by another reasonable

method.

18. CONTACT

Privacy enquiries and rights requests:

Email: support@lunanestuk.com

Telephone: +44 7873 317710

Postal address: 22 Blackwood Grove, Halifax, England, HX1 4RH