Privacy Policy
Last updated: 31 August 2026
Plovena LTD takes your privacy seriously. This policy sets out what personal information we collect when you visit plovena.com, place an order or contact us — why we hold it, who else sees it, and what you can require us to do about it.
We process personal information under the UK General Data Protection Regulation and the Data Protection Act 2018.
We never sell your personal information.
1. Who's responsible
Plovena LTD is the data controller for everything described here.
| Store name | Plovena |
| Company name | Plovena LTD |
| Address | Glass House, Bristol BS1 3BX, United Kingdom |
| support@plovena.com | |
| Phone | +44 117 952 9360 |
| Hours | Monday to Friday, 9:00 am–5:00 pm UK time |
| Response time | Within 1–2 working days |
2. What we collect
When you order Name, email address, telephone number, billing address, delivery address, order contents, payment confirmation, and the record of delivery, returns and refunds attached to it.
Payment details are entered into our payment provider's secure form and never reach our servers. We receive a confirmation, the last four digits and the card type.
When you create an account Username, encrypted password, saved preferences and order history.
As you browse IP address, browser type, device information, operating system, pages and products viewed, and how you move through the site.
When you contact us Whatever you include in your message, plus your email address.
From others Shopify, our payment providers, courier partners and fraud-prevention services supply what's needed to run the shop and complete your order.
3. Why we hold it, and what allows us to
| Purpose | Lawful basis |
|---|---|
| Processing and delivering your order | Performance of a contract |
| Taking payment and issuing refunds | Performance of a contract |
| Running your account | Performance of a contract |
| Customer support, returns and enquiries | Performance of a contract |
| Preventing fraudulent transactions | Legitimate interests |
| Keeping the site secure and working | Legitimate interests |
| Improving the website, products and services | Legitimate interests |
| Accounting, tax and other legal duties | Legal obligation |
| Marketing emails | Consent |
| Analytics and advertising cookies | Consent |
Where we rely on legitimate interests, we've weighed our interest against your rights, and you can object at any point.
Where we rely on consent, you can withdraw it whenever you like — that doesn't affect anything processed beforehand.
A purchase is never conditional on agreeing to marketing.
4. Marketing
Marketing emails go only to people who've actively opted in. Providing your address at checkout doesn't sign you up.
Where you have opted in, we may send occasional updates about new products, offers and promotions.
Unsubscribe at any time using the link in any marketing email, or by contacting support@plovena.com.
Order confirmations, dispatch notices and delivery updates aren't marketing — we send those because we need them to complete your purchase, and unsubscribing doesn't stop them.
5. Cookies
| Type | What it does | Optional? |
|---|---|---|
| Strictly necessary | Basket, checkout, login, security | No — the site can't run without them |
| Functional | Remembers your preferences | Yes |
| Analytics | Traffic and performance measurement | Yes |
| Advertising | Ad measurement and personalisation | Yes |
Non-essential cookies are set only after you've consented through our cookie banner — that's what the Privacy and Electronic Communications Regulations require. You can change or withdraw that consent at any time.
Browser settings also let you block cookies, though blocking strictly necessary ones will stop checkout working.
6. Who else sees it
- Shopify — the platform our shop runs on
- Payment processing providers
- Delivery and courier companies
- Customer support platforms
- Website analytics providers
- Fraud prevention and security services
- Professional advisers, regulators and authorities — where the law requires it
Each is permitted to use your information only for the service it performs for us, and we have data processing agreements in place with our processors.
If the business is sold, merged or restructured, customer records may transfer as part of that — on the basis that the recipient handles them in line with this policy.
7. Information leaving the UK
Some of our providers process personal information outside the United Kingdom.
Where a transfer is a restricted transfer under UK data protection law, we rely on UK adequacy regulations, the UK International Data Transfer Agreement, or the UK Addendum to the EU Standard Contractual Clauses.
8. How long we keep it
| Data | Retention |
|---|---|
| Order and transaction records | 6 years — HMRC requirement |
| Account information | Until you close your account |
| Marketing subscriptions | Until you unsubscribe |
| Customer support correspondence | 2 years after the matter closes |
| Website analytics | 26 months |
| Fraud prevention records | 3 years |
Where a dispute or legal claim is live, the relevant records stay as long as they're needed. Otherwise they're deleted, anonymised or securely destroyed.
9. Your rights
Under UK data protection law you have the right to:
- Access the personal information we hold about you
- Have it corrected where it's inaccurate or incomplete
- Have it erased, where we're not required to keep it
- Restrict how we process it
- Receive a copy in a common electronic format
- Object to processing based on legitimate interests, and always to direct marketing
- Withdraw consent at any time, where consent is the basis
- Avoid decisions made purely by automated processing that carry legal effects
Some of these carry conditions and exemptions.
To exercise one, email support@plovena.com. We may ask you to confirm your identity, usually by checking details of a recent order.
We respond within one month. Complex requests may take a further two months, and we'll tell you inside the first month if that applies. There's no charge, and using these rights won't change how we treat you.
10. Security
We use technical and organisational measures to protect personal information against unauthorised access, disclosure, alteration and destruction — including SSL/TLS encryption across the site, access limited to staff who need it, and payment handling through a PCI-DSS compliant provider.
We don't store complete card details on our servers.
No online service can guarantee absolute security, and we won't claim otherwise.
Where a breach is likely to pose a high risk to your rights, we'll tell you without undue delay and report it to the Information Commissioner's Office, as the law requires.
11. Children
Our website isn't intended for children under 13, and we don't knowingly collect their personal information.
If you believe a child has given us their details, email support@plovena.com and we'll remove them.
12. Other people's websites
Our site may link to websites run by others. We aren't responsible for their content or privacy practices. Read theirs before providing any personal information.
13. Complaints
Raise it with us first — support@plovena.com. We acknowledge complaints within five working days and investigate without undue delay.
If our response doesn't satisfy you, you have the right to complain to:
Information Commissioner's Office Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF 0303 123 1113 · ico.org.uk
14. Changes to this policy
We may update this policy to reflect changes in our business practices, the services we use, or legal requirements.
The current version always sits on this page with the date above. Where a change materially affects how we handle your information, we'll take whatever additional steps the law requires.
15. Contact
Plovena LTD
Address: Glass House, Bristol BS1 3BX, United Kingdom
Email: support@plovena.com
Phone: +44 117 952 9360
Business hours: Monday to Friday, 9:00 am–5:00 pm UK time