About Palava

Company Address: 98 Caledonian Road, London, N1 9DN
Company Registration Number: 09823660
VAT Number: 224 6947 90

Privacy and Cookies Policy

This policy explains how Palava uses and protects the personal information you provide via www.palava.co.

Using Palava.co

When you visit our website, we collect certain information depending on how you use the site.

Placing an order: If you make a purchase, we collect your name, address, telephone number and/or email address. This information is used to process and fulfil your order.
Order cancellations: We may cancel orders that appear suspicious, involve incorrect use of discount codes, or cannot be authorised for payment. We may also cancel orders where a product or pricing error has been identified, or if we suspect fraud.
After dispatch: Once an order has been dispatched, it cannot be cancelled. You may return it to us for a refund (excluding delivery costs).

Confidentiality

By using our website, you agree to keep your password and account details secure and to take reasonable steps to prevent unauthorised access. You are responsible for all actions relating to your account.

If you suspect your password is known to someone else, contact us immediately.
Forgotten passwords will be reset and sent to the email address registered with your account.
You may cancel your account at any time by contacting us.

All personal information you provide will be stored and used in accordance with this policy.

Product Information and Payment

We take care to ensure that product details, descriptions, and prices are correct when entered onto the website. While we aim to keep the website up to date, details may occasionally vary at the time of ordering.

All product prices are shown inclusive of VAT (where applicable) but exclude delivery charges.
The total cost of your order includes product price(s), VAT, and delivery charges (see our delivery section).
Payment can be made via the methods listed in our payment section. Payments are debited and cleared as set out there.

Our Website

Our website is hosted by Shopify, which provides our online e-commerce platform.
Your data is stored securely through Shopify’s systems and protected by a firewall.
Payments can be made via Shopify Payments (fully PCI compliant) or PayPal.

Marketing

Email Marketing

We use a double opt-in system to ensure you only receive marketing emails if you confirm your subscription.
Emails are sent from hello@palava.co. You can unsubscribe at any time via the link at the bottom of each email, or by contacting us directly.
Our marketing emails are sent via Klaviyo.

Online Marketing

We advertise on Facebook and Instagram. If you follow us or accept cookies, you may see our adverts on these platforms.
You can change your ad settings directly within Facebook or Instagram.
Palava will never sell or pass your details to any other company.

Cookies

Cookies are small files stored on your device when you browse websites.

At www.palava.co, cookies allow features such as remembering what’s in your basket. Without cookies enabled, certain functions (including checkout) will not work.
Some cookies track user traffic patterns to help us improve the site. This information is anonymous and not shared with third parties.
You can refuse cookies in your browser settings. However, you must enable them to place an order.
By using our site, you also agree to allow third parties to process your IP address to determine location for currency conversion. This currency choice is stored in a temporary session cookie.

Third-Party Service Providers

We work with trusted third parties to process your data only where necessary:

Shopify – website hosting, payment processing, and secure data storage.
PayPal – payment processing.
Klaviyo – email marketing services.
Xero – accounting software.
Couriers (e.g. Royal Mail, DPD, DHL) – order delivery.
Facebook/Instagram – advertising and marketing.

These providers only process your information for the purposes outlined above.

International Transfers

Some of our providers (such as Klaviyo and Shopify) may store or process your information outside the UK/EEA. Where this occurs, your data is protected by safeguards such as Standard Contractual Clauses to ensure it remains secure.

Data Retention

We keep your personal data only as long as necessary:

Orders and payment records: retained for up to 6 years for tax and accounting purposes.
Inactive customer accounts: deleted after 3 years of no activity.
Marketing data: kept until you unsubscribe, at which point it will be removed within 30 days.

Legal Basis for Processing Your Data

We process your personal information under the following legal bases:

Contract – to process and deliver your orders, including payment and delivery details.
Legal obligation – to keep certain financial records for tax and accounting purposes.
Consent – when you opt in to receive our marketing emails. You can withdraw this at any time by clicking ‘unsubscribe’ in any email or by contacting us.
Legitimate interest – to prevent fraud, maintain website security, understand how our site is used, and show you relevant advertising (e.g. via cookies, Facebook and Instagram).

Children’s Data

Our website and services are not directed at children under the age of 13. We do not knowingly collect or sell personal data relating to children.

Data Requests

You can request details and a copy of the personal information we hold about you under the Data Protection Act 2018 / UK GDPR by contacting us at the address below.

You also have the right to request correction, deletion, or restriction of your data, to withdraw consent (where applicable), and to object to certain processing. You may also request a copy of your data in a portable format.

If you are unhappy with how we handle your data, you can also lodge a complaint with the UK regulator, the Information Commissioner’s Office (ICO).