Privacy Policy

Last updated: 5 August 2026

At SORVANA, personal information is used carefully and only where it supports a genuine business purpose. This Privacy Policy explains what we collect when you browse our store, contact us, create an account, submit personalisation details or place an order. It also explains how that information is used, who may receive it and the choices available to you.

1. Who Is Responsible for Your Information?

SORVANA is responsible for deciding how and why personal information collected through this store is used. Under UK data protection law, this means we act as the data controller for the information described in this policy.

SORVANA
44 Kelswick Drive
Nelson, England
BB9 0SZ
United Kingdom

Email: support@sorvana.shop

Privacy questions and rights requests can also be submitted through our Contact Us page.

2. Information We May Collect

The information we receive depends on how you interact with SORVANA.

Information provided when you place an order

Your name, billing address and delivery address.
Your email address and telephone number.
The products, quantities and personalisation options selected.
Order notes and delivery instructions.
Transaction details, payment status and limited payment-related information supplied by the payment provider.

Payment card information is entered through the secure payment method selected at checkout. Payment providers process payment credentials under their own security and privacy arrangements.

Personalisation content

When ordering a personalised candle, you may provide names, dates, messages, logos, images or other artwork. We use this material to review, prepare and complete the requested design.

Please avoid including unnecessary sensitive or confidential information in personalisation fields, uploaded files or order notes.

Account and communication details

If you create a customer account, join a mailing list, contact Customer Support or submit a form, we may collect:

Your account and login details.
Your communication preferences.
Messages exchanged with our support team.
Photographs or documents supplied in connection with a product or delivery issue.
Records of returns, refunds, cancellations or complaints.

Website and device information

When you browse the store, certain technical information may be generated automatically, including:

Your IP address.
Browser, device and operating-system information.
Pages viewed and interactions with store features.
Referring website or marketing source.
Approximate location derived from technical information.
Cookie identifiers and preference records.

Further information about these technologies and how to manage them is available in our Cookie Policy.

3. How We Use Personal Information

We use personal information only where there is a clear reason to do so. Depending on your interaction with us, this may include:

Reviewing, accepting and fulfilling your order.
Producing the wording, label or artwork selected for a personalised product.
Processing payments and confirming transaction status.
Sending order confirmations, production updates and delivery information.
Responding to questions before or after a purchase.
Managing cancellations, returns, refunds and product concerns.
Preventing fraud, unauthorised transactions and misuse of the store.
Maintaining website security and essential store functions.
Keeping financial, tax and business records.
Improving product pages, navigation and store performance.
Sending marketing communications where permitted.
Meeting legal, regulatory or enforcement obligations.

4. Our Lawful Bases

UK data protection law requires us to have a lawful basis whenever we use personal information. The basis relied upon will depend on the purpose.

Contract

We use information where it is necessary to take steps at your request or perform our contract with you. This includes processing an order, preparing personalisation, arranging delivery and dealing with an eligible return or refund.

Legal obligation

Certain information must be used or retained to meet obligations relating to accounting, taxation, consumer protection, fraud prevention or lawful requests from public authorities.

Legitimate interests

We may use information where it is reasonably necessary for the operation and protection of SORVANA, provided those interests do not override your rights. This may include responding to general enquiries, improving the store, keeping appropriate business records, preventing misuse and defending legal claims.

Consent

We rely on consent where the law requires it, including for certain marketing communications and optional cookies. Consent can be withdrawn at any time, although this will not affect processing that was lawful before withdrawal.

5. Order Messages and Marketing

Messages needed to manage an order are service communications, not marketing. These may include confirmation, payment, personalisation, dispatch, delivery, cancellation or refund updates.

Promotional emails will be sent only where we have a lawful basis to do so. You can unsubscribe at any time by using the link in a marketing email or contacting us.

Unsubscribing from promotional content will not prevent essential messages relating to an active order.

6. Cookies, Analytics and Advertising

Essential technologies may be used to keep the store secure, retain basket contents, support checkout, remember privacy choices and prevent fraud.

Where enabled and permitted by your choices, analytics or advertising tools may help us understand store activity and assess the performance of campaigns. Depending on the services in use, these tools may process device information, page activity, referral details, cookie identifiers and completed purchase events.

Optional technologies are managed according to the choices available through our cookie controls. More detail is provided in our Cookie Policy.

7. Shopify and Other Service Providers

Our online store is hosted and supported by Shopify. Shopify processes certain customer and store information to provide ecommerce functions such as hosting, basket management, checkout, security and account features.

We also share limited information with trusted providers where their service is needed to operate the business or fulfil an order. These may include:

Payment processors and fraud-prevention providers.
Delivery carriers and fulfilment partners.
Website hosting and technical support providers.
Email and customer-support services.
Analytics and advertising services, where enabled.
Professional advisers such as accountants, insurers or legal advisers.

Each provider receives only the information reasonably required for its role. For example, a delivery carrier may receive your name, delivery address, contact details and parcel information, but does not need access to the personalisation artwork unless it is necessary for fulfilment.

We do not sell customer contact information in exchange for money.

8. When Information May Be Disclosed

Personal information may also be disclosed where reasonably necessary:

To comply with a legal obligation, court order or valid regulatory request.
To detect, investigate or prevent fraud, security incidents or unlawful activity.
To establish, exercise or defend legal claims.
During a genuine sale, restructuring or transfer of all or part of the business, subject to appropriate confidentiality safeguards.

We do not provide personal information to unrelated third parties for their own independent marketing without an appropriate lawful basis.

9. International Data Transfers

Some technology, payment, delivery or support providers may process information outside the United Kingdom.

Where personal information is transferred internationally, we take reasonable steps to ensure that an appropriate legal safeguard is in place. Depending on the destination and provider, this may include an adequacy regulation, approved contractual protections or another transfer mechanism recognised under UK data protection law.

10. How Long We Keep Information

We retain personal information only for as long as it is reasonably required for the purpose for which it was collected, including legal, accounting, tax, fraud-prevention and dispute-resolution requirements.

Retention periods vary according to the type of information:

Order and transaction records may be retained for up to six years after the end of the relevant financial period where needed for UK tax, accounting or legal purposes.
Customer Support records are kept for as long as necessary to resolve the matter and maintain an appropriate record of the outcome.
Personalisation files are retained only as long as reasonably necessary to prepare the order, handle production queries and address relevant after-sales issues, unless a longer period is legally required.
Marketing records are retained until consent is withdrawn, an objection is received or the information is no longer useful for the stated purpose.
Cookie and analytics information is retained according to the settings and duration of the relevant technology.

Information may be deleted, anonymised or securely restricted when it is no longer needed.

11. Keeping Information Secure

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

These measures may include controlled account access, secure connections, platform security tools, payment-provider safeguards and limiting access to people or providers who need the information for a legitimate purpose.

No online service or storage system can be guaranteed to be completely secure. If we become aware of a personal data breach, we will assess it and take the steps required under applicable law.

12. Your Data Protection Rights

Depending on the circumstances, UK data protection law may give you the right to:

Ask for confirmation that we hold personal information about you.
Request a copy of your personal information.
Correct information that is inaccurate or incomplete.
Request deletion where there is no continuing lawful reason to keep the information.
Ask us to restrict how information is used in certain circumstances.
Object to processing based on legitimate interests or direct marketing.
Withdraw consent where processing relies on consent.
Receive eligible information in a structured, commonly used and machine-readable format.
Raise concerns about certain decisions made solely through automated processing, where applicable.

These rights are not absolute and may be limited where an exemption or competing legal obligation applies.

13. Exercising Your Rights

To submit a privacy request, email support@sorvana.shop or use our Contact Us page.

Please explain which right you wish to exercise and provide enough information for us to identify the relevant records. We may request reasonable proof of identity before releasing or changing personal information.

We normally respond within one month after receiving a valid request. Where a request is complex or several requests are received from the same person, the law may allow additional time. If this applies, we will explain the position.

There is normally no fee for exercising a data protection right. A reasonable fee may be charged, or a request may be refused, where it is manifestly unfounded or excessive and the law permits us to do so.

14. Complaints

Please contact us first if you have concerns about how your information has been handled. We will review the matter and aim to provide a clear response.

You also have the right to complain to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection. You may contact the ICO directly through its official channels. This right is not affected by contacting SORVANA first.

15. Children’s Privacy

Our store and products are intended for adults making purchases. We do not knowingly collect personal information directly from children under 13.

If you believe that a child has submitted personal information without appropriate permission, contact us so we can review and, where appropriate, delete it.

Customers should not submit a child’s information for personalisation unless they have the authority and a legitimate reason to do so.

16. Third-Party Websites

Our store may contain links to services or websites operated independently from SORVANA. Their collection and use of information are governed by their own privacy notices.

We encourage you to review the privacy information of a third-party service before providing personal details to it.

17. Changes to This Privacy Policy

This policy may be revised when our services, connected technologies, information practices or legal responsibilities change. The current version will remain available on this page, and the date at the top will show when it was most recently updated.

Where a change materially affects how existing personal information is used, we will provide further notice when required by law.