Privacy Policy
This privacy notice tells you what to expect us to do with your personal information.
- Contact details
- What information we collect, use, and why
- Cookies and similar technologies
- Children’s privacy
- Lawful bases and data protection rights
- Where we get personal information from
- How long we keep information
- Who we share information with
- Sharing information outside the UK
- How to complain
- Changes to this privacy notice
Contact details
Anna Goss Ceramics is the controller of your personal information (we decide how and why your personal information is used).
Email: hello@annagossceramics.co.uk
Post: 33 Nottingham Road, Bristol, City of Bristol, BS7 9DH, UK
Telephone: 0117 9243573
What information we collect, use, and why
We collect or use the following information to provide services and goods, including delivery:
- Names and contact details (email address and telephone number where provided)
- Delivery and billing addresses
- Order details and purchase history (items purchased, order dates, order status)
- Payment and transaction information (for example, payment status, transaction reference, refund reference)
- Card payments are processed securely by Stripe. We do not store your full card details.
- Messages you send us (for example, via the contact form or email), including order notes and delivery instructions
- Photos you provide to us (for example, to help us investigate damage in transit or a product issue)
- Website usage information (for example, pages viewed, user journeys and cookie preferences, where collected via cookies)
We collect or use the following information to prevent, detect, investigate or prosecute crimes (for example, fraud):
- Names and contact details
- Transaction information (for example, payment status and payment references)
- Device and website usage information (for example, IP address and log information) to help protect our website and services from misuse
We collect or use the following information for service updates and customer communications:
- Names and contact details
- Order details and delivery information
- Correspondence and support history
We collect or use the following information for marketing purposes (where you have opted in):
- Names and contact details
- Marketing preferences and records of consent
- Purchase or browsing history (for example, to understand what products people are interested in)
We collect or use the following information for analytics and improving our website and services:
- Website usage information (for example, pages viewed and user journeys)
- Device information (for example, approximate device type and browser information)
We collect or use the following information to comply with legal requirements:
- Names and contact details
- Order, delivery and refund records (including addresses)
- Transaction references (for tax, accounting and consumer law purposes)
We collect or use the following personal information for dealing with queries, complaints or claims:
- Names and contact details
- Address
- Order and support history
- Transaction references (for refunds and chargebacks)
- Correspondence
- Photos you provide where relevant (for example, damage in transit)
Cookies and similar technologies
We use cookies and similar technologies on our website to help it work properly and to understand how it is used (for example, through Squarespace Analytics).
- Essential cookies: These are needed for the website to work (for example, to enable checkout and keep your basket).
- Optional cookies: These help us understand how the site is used and improve it (for example, analytics cookies).
We only set optional cookies if you consent via our cookie banner/settings. You can change your cookie preferences at any time using the cookie settings option on our website (for example via the cookie banner/settings or a cookie settings link, where available).
Children’s privacy
Our website is not intended for children and we do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us and we will take steps to delete it.
Lawful bases and data protection rights
Under UK data protection law, we must have a lawful basis for collecting and using your personal information.
Your data protection rights include:
- Right of access: You can ask for a copy of your personal information.
- Right to rectification: You can ask us to correct inaccurate or incomplete information.
- Right to erasure: You can ask us to delete your personal information in certain circumstances.
- Right to restriction: You can ask us to limit how we use your personal information in certain circumstances.
- Right to object: You can object to our use of your personal information in certain circumstances.
- You can always object to direct marketing.
- Right to data portability: You can ask for a copy of certain information in a commonly used format.
- Right to withdraw consent: Where we rely on consent (for example, marketing emails), you can withdraw it at any time.
If you make a request, we must respond without undue delay and in any event within one month.
To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.
Our lawful bases for the collection and use of your data
Providing goods and services (taking orders, processing checkout, delivery, customer support)
- Contract: We need to use your information to enter into and perform our contract with you.
- Legal obligation: We need to keep certain records for tax, accounting and consumer law reasons.
Payments and fraud prevention
- Legitimate interests: Protecting our business and customers from fraud, misuse and security threats.
- Note: Stripe and our website platform may use automated checks to help prevent fraud. If a payment is declined due to fraud checks and you believe this is an error, please contact us.
Service emails and updates about your order (order confirmations, dispatch updates, delivery updates, account or support messages)
- Contract: We need to send these messages to perform our contract with you.
Marketing emails (newsletter)
- Consent: We will only send marketing emails if you opt in. You can unsubscribe at any time (for example, via the unsubscribe link in the email or by contacting us).
Website analytics and improvement
- Legitimate interests: Understanding how visitors use our website so we can improve content, performance and shopping experience.
- Where analytics uses optional cookies, we will ask for consent via the cookie banner/settings.
Queries, complaints, returns and claims
- Contract: Where the issue relates to your order, we use your information to manage the contract and resolve the issue.
- Legitimate interests: Providing good customer service, keeping accurate records and handling disputes fairly.
- Legal obligation: Where we must keep certain records.
Where we get personal information from
- Directly from you (for example, when you place an order, contact us, or subscribe to marketing)
- Our service providers (for example, Squarespace for website checkout and analytics, Stripe for payments, and Royal Mail for delivery and tracking)
- Automatically from your device or browser when you use our website (for example, via cookies and log data, where applicable)
How long we keep your personal information
We keep personal information only for as long as necessary for the purposes set out in this privacy notice, and then we delete it or anonymise it. Our retention periods are based on the type of information, what we use it for, and any legal requirements.
Retention periods
Orders, invoices, delivery details, refunds and related correspondence
We keep order records (such as name, contact details, delivery address, order contents, and payment and refund references) and communications about an order for at least 5 years after the 31 January submission deadline of the relevant tax year.
Customer service records, queries, complaints, returns and claims (including photos)
We keep customer service correspondence (including emails and contact form messages), and any related photos you provide (for example, for damage in transit) for up to 6 years after the matter is closed, so we can handle any follow-up queries or claims and keep appropriate records.
Marketing emails (subscribers)
We keep your name, email address and marketing preferences while you remain subscribed. If you unsubscribe, we stop sending marketing and keep your email address on a suppression list so we can respect your request not to receive marketing in future. We keep the suppression list for as long as we send marketing emails.
Website analytics (Squarespace Analytics)
We keep analytics information for as long as we need it to monitor and improve our website, and we review it regularly to ensure we do not keep it for longer than necessary.
Reviews and customer photos (if you choose to publish them)
We keep reviews and any photos you choose to publish while they remain visible on our website. If a review or photo is removed, we delete it within 30 days where possible.
If a specific retention period is not listed above, we decide how long to keep information based on:
- the purpose we collected it for and how long we need it for that purpose
- any legal, tax or accounting requirements
- whether we may need it to establish, exercise or defend legal claims
For more information on how long we store your personal information, please contact us using the details provided above.
Who we share information with
We share personal information with service providers who help us run our business. These providers act as data processors when they process personal information on our behalf.
Squarespace (website and e-commerce platform provider)
- Hosts and runs our website and online shop.
- Processes customer information to take orders, manage checkout, send order emails, handle contact form messages, and provide website analytics.
Stripe (payment processing provider)
- Processes card payments on our behalf, including payment authorisation, fraud prevention, chargebacks and refunds.
- We do not store customers’ full card details.
Hostinger (email hosting and email communications provider)
- Provides our business email service and processes personal information contained in emails we send and receive.
Royal Mail (delivery services provider)
- Delivers customer orders and provides tracking.
- We share the recipient’s name and delivery address, and contact details where needed for delivery or tracking.
We may also share personal information where required by law (for example, with relevant regulatory or law enforcement authorities).
Sharing information outside the UK
Some of our service providers (or their sub-processors) may process personal information outside the UK (for example, in the United States or the EEA).
When we transfer personal information outside the UK, we ensure appropriate safeguards are in place, such as:
- UK adequacy regulations (for certain countries or regions assessed as providing adequate protection), and/or
- Standard Contractual Clauses (SCCs) with the UK Addendum, or other recognised transfer safeguards.
If you would like more information about the safeguards used for a specific transfer, please contact us using the details at the top of this privacy notice.
How to complain
If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.
If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Helpline number: 0303 123 1113
Website: https://www.ico.org.uk/make-a-complaint
Changes to this privacy notice
We may update this privacy notice from time to time to reflect changes to our practices or for legal or operational reasons. The latest version will always be published on our website.
Last updated 21 January 2026