Privacy policy

Privacy Policy

Last updated: 14 September 2026

This Privacy Policy explains how Printora Limited, trading as Printora, collects, uses, stores and shares personal information when you visit our website, place an order, contact us or otherwise use our products and services.

Printora Limited is the data controller responsible for the personal information described in this policy, except where another organisation acts as an independent controller for its own processing activities.

Our online store is powered by Shopify.

This policy should be read together with our Terms of Service, Shipping Policy and Returns & Refund Policy.

We process personal information in accordance with applicable UK data protection law, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Printora Limited
Trading as Printora
Company number: 16047897
27a Roman Way
Coleshill
Warwickshire
B46 1HQ
United Kingdom

Email: orders@printora.co.uk
Telephone: 01675 432 149

2. Personal Information We Collect

The personal information we collect depends on how you interact with us. We may collect the following categories of information:

Contact Information

  • your name;
  • email address;
  • telephone number;
  • billing address;
  • delivery address; and
  • other contact details you provide to us.

Order and Transaction Information

  • products you purchase;
  • sizes, colours and product options selected;
  • order number;
  • delivery information;
  • billing information;
  • discounts or promotional codes used;
  • returns, exchanges, cancellations and refunds;
  • order history; and
  • payment and transaction status.

Payment Information

Payments made through our website are processed using Shopify and payment service providers available through our checkout.

Payment providers may process information such as your payment method, card information, billing details and transaction information.

Printora does not normally receive or store your complete payment card number where payment information is processed securely by our payment providers.

Personalisation and Custom Order Information

Where you order a personalised, printed or custom product, we may also collect and process information that you provide for the purpose of producing your order, including:

  • names;
  • initials;
  • numbers;
  • custom wording;
  • photographs;
  • logos;
  • artwork;
  • design files;
  • uploaded images; and
  • other production or personalisation instructions.

This information may itself contain personal information.

If you provide information, photographs or artwork relating to another person, you should ensure that you have the necessary authority or permission to provide that information to us.

Account Information

If customer accounts are available and you create one, we may process information associated with that account, including your contact details, login information, preferences and order history.

Communications

We may keep information contained in communications you send to us, including:

  • emails;
  • contact form submissions;
  • customer service enquiries;
  • return or refund requests;
  • complaints; and
  • other correspondence.

Website and Device Information

When you visit our website, we and our technology providers may automatically collect certain technical information, including:

  • IP address;
  • browser type;
  • device type;
  • operating system;
  • pages viewed;
  • products viewed;
  • items added to your basket;
  • referring website;
  • approximate location derived from technical information;
  • date and time of visits; and
  • information collected through cookies and similar technologies.

3. How We Collect Personal Information

We may collect personal information:

  • directly from you when you place an order;
  • when you create or use a customer account;
  • when you upload artwork, photographs or personalisation information;
  • when you contact us;
  • when you request a return, refund or exchange;
  • automatically when you use our website;
  • through cookies and similar technologies;
  • from Shopify;
  • from payment providers;
  • from delivery companies and couriers;
  • from service providers acting on our behalf; and
  • from fraud prevention, security or payment verification providers where appropriate.

4. How and Why We Use Your Personal Information

We only use personal information where we have an appropriate lawful basis for doing so.

To Process and Fulfil Your Order

We use your information to:

  • accept and process your order;
  • take or arrange payment;
  • produce printed or personalised products;
  • prepare your order;
  • arrange delivery;
  • send order and delivery updates;
  • manage returns and exchanges;
  • process refunds;
  • provide customer service; and
  • deal with problems relating to an order.

Our lawful basis for this processing is normally that it is necessary to perform our contract with you or to take steps at your request before entering into a contract.

To Produce Personalised Products

Where you submit names, photographs, logos, artwork or other personalisation information, we use that information as necessary to manufacture and fulfil the product you have ordered.

Our lawful basis is normally the performance of our contract with you.

Customer Service

We use personal information to respond to questions, resolve problems, investigate deliveries, deal with complaints and provide support.

Depending on the circumstances, this processing is based on performance of our contract with you or our legitimate interest in operating our business and providing effective customer service.

Fraud Prevention and Security

We may process information to:

  • protect our website and systems;
  • detect suspicious or fraudulent transactions;
  • prevent misuse of our services;
  • protect customers;
  • investigate security incidents; and
  • protect our legal rights.

We rely on our legitimate interests in protecting our customers, our business and our systems, and where applicable on our legal obligations.

Legal and Accounting Requirements

We may retain and use certain order, payment, transaction and customer information where necessary to:

  • maintain accounting and tax records;
  • comply with legal obligations;
  • respond to lawful requests from authorities;
  • establish, exercise or defend legal claims; and
  • maintain appropriate business records.

Our lawful basis is compliance with a legal obligation and, where appropriate, our legitimate interests.

Website Analytics and Improvement

We may use information about how customers use our website to understand which pages and products are popular, improve navigation, troubleshoot problems and improve our products and services.

Where required by law, we will obtain consent before using non-essential cookies or similar technologies for analytics purposes.

Marketing

We may use your contact information to send you information about Printora products, offers or services where permitted by law.

Depending on the circumstances, we may rely on your consent or another lawful basis permitted for direct marketing to existing customers.

You can unsubscribe from marketing emails at any time by using the unsubscribe link in the email or by contacting us at: orders@printora.co.uk.

Stopping marketing communications will not prevent us from sending service messages about an existing order, account, return or other transaction.

5. Our Lawful Bases

Depending on the circumstances, the lawful bases we rely on under UK data protection law include:

  • Contract – where processing is necessary to enter into or perform a contract with you.
  • Legal obligation – where we must process information to comply with a legal requirement.
  • Legitimate interests – where processing is necessary for our legitimate business interests and those interests are not overridden by your rights and freedoms.
  • Consent – where you have freely given us permission to process information for a particular purpose.

Where we rely on consent, you may withdraw that consent at any time. Withdrawal of consent does not affect processing that took place lawfully before consent was withdrawn.

6. Our Legitimate Interests

Where we rely on legitimate interests, those interests may include:

  • operating and improving Printora;
  • providing effective customer service;
  • protecting our business from fraud and misuse;
  • protecting our website and systems;
  • understanding how customers use our website;
  • improving our products and customer experience;
  • maintaining appropriate business records; and
  • establishing, exercising or defending legal claims.

7. Cookies and Similar Technologies

Our website uses cookies and similar technologies.

These may include:

  • Essential cookies needed for the website, basket, checkout, security and other core functions to work.
  • Preference cookies used to remember choices and settings.
  • Analytics cookies used to understand how visitors use our website.
  • Advertising or marketing cookies which may be used to measure advertising or provide more relevant marketing where these are enabled.

Where consent is required for a non-essential cookie, we will only use that cookie in accordance with the consent choices available through our website.

You can also control cookies through your browser settings. Blocking certain cookies may affect the operation of parts of our website.

Shopify provides further information about cookies used through its services at: Shopify Cookie Policy .

8. Shopify

Our ecommerce website is hosted by Shopify.

Shopify processes information required to provide the ecommerce platform, checkout, security and associated services used by our store.

In some circumstances Shopify processes customer personal information on our behalf. Shopify may also process certain information for its own purposes in accordance with its own privacy policies.

You can find out more about Shopify's processing of customer information here: Shopify Consumer Privacy Policy .

9. Who We Share Personal Information With

We do not disclose personal information unnecessarily.

Where reasonably necessary for the purposes described in this policy, personal information may be shared with categories of recipients including:

  • Shopify;
  • payment processors and payment service providers;
  • banks and financial service providers;
  • delivery companies, postal operators and couriers;
  • printing, manufacturing and fulfilment providers where required to fulfil an order;
  • website hosting and technology providers;
  • IT, security and fraud prevention providers;
  • email and marketing service providers;
  • analytics providers;
  • customer service providers;
  • professional advisers such as accountants, insurers or lawyers;
  • government bodies, regulators, courts or law enforcement where legally required; and
  • a purchaser or successor organisation in connection with a genuine business sale, merger or restructuring.

We only provide service providers with information that is reasonably necessary for them to perform the relevant service.

10. Delivery Companies

In order to deliver your order, we may provide a delivery company or courier with information including:

  • your name;
  • delivery address;
  • telephone number;
  • email address;
  • parcel information; and
  • delivery instructions.

Couriers may use this information to complete the delivery, provide tracking information, contact you about delivery and investigate delivery issues.

11. International Transfers

Some of the technology and service providers we use, including Shopify and certain other online service providers, may process personal information in countries outside the United Kingdom.

Where personal information is transferred outside the UK, we take appropriate steps to ensure that the transfer is permitted under UK data protection law.

Depending on the destination and provider, this may include relying on:

  • UK adequacy regulations;
  • the UK International Data Transfer Agreement;
  • the UK Addendum to approved contractual clauses;
  • binding corporate rules;
  • other appropriate safeguards recognised under UK data protection law; or
  • a legally permitted exception where applicable.

You can contact us if you would like further information about the safeguards used for an international transfer of your personal information.

12. How Long We Keep Personal Information

We do not keep personal information for longer than is reasonably necessary for the purposes for which it was collected.

The appropriate retention period depends on factors including:

  • the type of information;
  • why it was collected;
  • whether an order or account remains active;
  • customer service requirements;
  • tax and accounting requirements;
  • fraud prevention;
  • legal limitation periods; and
  • the need to establish, exercise or defend legal claims.

Order, invoice and transaction records may normally be retained for up to six years, or longer where reasonably necessary or legally required for tax, accounting, dispute or legal purposes.

Personalisation files, artwork, photographs and other custom order information will be kept for as long as reasonably necessary to produce, fulfil and provide support in relation to the relevant order, or for a longer period where there is a legitimate or legal reason to retain them.

Marketing information may be retained until you unsubscribe, withdraw consent or object to the processing, although we may retain limited information on a suppression list so that we can respect your request not to receive further marketing.

13. Security

We take reasonable technical and organisational measures to protect personal information against accidental loss, unauthorised access, misuse, alteration or disclosure.

Our website and checkout use security measures provided by Shopify and relevant payment providers.

No internet transmission or electronic storage system can be guaranteed to be completely secure. You should therefore take reasonable care when sending personal or confidential information electronically.

14. Your Data Protection Rights

Subject to the circumstances and applicable exemptions, UK data protection law may give you the right to:

  • Access – request a copy of personal information that we hold about you.
  • Rectification – ask us to correct inaccurate or incomplete personal information.
  • Erasure – ask us to delete your personal information in certain circumstances.
  • Restriction – ask us to restrict how we use your information in certain circumstances.
  • Data portability – request certain information in a structured, commonly used and machine-readable format where the right applies.
  • Object – object to certain processing based on legitimate interests.
  • Withdraw consent – withdraw consent at any time where processing is based on consent.

Your Right to Object to Direct Marketing

You have the right to object at any time to the use of your personal information for direct marketing.

You can unsubscribe using the link contained in a marketing email or contact us at: orders@printora.co.uk.

Some rights only apply in particular circumstances and may be subject to exemptions under applicable law.

15. Exercising Your Rights

If you wish to exercise a data protection right, please contact us at:

orders@printora.co.uk

Please provide enough information for us to identify you and understand your request.

We may need to ask for reasonable information to confirm your identity before releasing personal information or completing certain requests.

We will respond within the timeframe required by applicable data protection law.

16. Automated Processing and Fraud Checks

Shopify, payment providers and security providers may use automated systems to help detect fraud, suspicious transactions, security threats or payment risk.

Printora does not normally make decisions about customers based solely on automated processing where the decision would produce legal effects or similarly significant effects on the customer.

Where applicable law provides rights in relation to automated decision-making, those rights remain unaffected.

17. Children's Privacy

Our website is intended to be used by customers who are legally able to enter into purchases with us and is not specifically directed at children.

We sell products which may be intended for children, but the customer placing the order should be legally capable of entering into the transaction.

If a parent or guardian believes that a child has provided personal information to us inappropriately, they may contact us at: orders@printora.co.uk.

18. Third-Party Websites

Our website may contain links to websites, social media services, payment services or other platforms operated by third parties.

Those organisations are responsible for their own privacy practices. Their collection and use of information will be governed by their own privacy policies.

We recommend reviewing the privacy policy of any third-party service you choose to use.

19. Business Transfers

If Printora Limited is involved in a merger, acquisition, restructuring, sale of assets or similar business transaction, personal information may be transferred as part of that transaction where permitted by law.

Appropriate steps will be taken to protect personal information and comply with applicable data protection obligations.

20. Legal Disclosure

We may disclose personal information where reasonably necessary to:

  • comply with a legal obligation;
  • respond to a valid court order or lawful request;
  • cooperate with regulators or law enforcement;
  • prevent fraud or criminal activity;
  • protect the rights, property or safety of Printora, our customers or others; or
  • establish, exercise or defend legal claims.

21. Complaints

If you have concerns about how we collect or use your personal information, please contact us first so that we have an opportunity to investigate the matter.

You also have the right to complain to the UK's data protection regulator, the Information Commissioner's Office (ICO).

Information about making a complaint is available at: ico.org.uk/make-a-complaint .

You do not have to contact us before making a complaint to the ICO, although we would welcome the opportunity to resolve your concern.

22. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business, technology, services, legal obligations or privacy practices.

The latest version will be published on our website and the date at the top of this policy will be updated.

23. Contact Us

If you have any questions about this Privacy Policy, how we use your information or your data protection rights, please contact:

Printora Limited
Trading as Printora
27a Roman Way
Coleshill
Warwickshire
B46 1HQ
United Kingdom

Company number: 16047897
Email: orders@printora.co.uk
Telephone: 01675 432 149

Printora Limited is the data controller responsible for personal information processed for the purposes described in this Privacy Policy.