Privacy policy

Last updated: 31 May 2026

Glow Haven ("we", "us", "our") operates this website and store, including all related information, content, features, tools, products, and services, to provide you with a handmade home fragrance shopping experience (the "Services"). We are a UK-based business specialising in handmade wax melts. We use Shopify to power our online store, and we also sell through marketplaces including Etsy, eBay, and Amazon Handmade.

This Privacy Policy explains how we collect, use, store, share, and protect your personal information when you visit our website, make a purchase, interact with us, or otherwise use the Services. Where there is a conflict between this Privacy Policy and our Terms of Service, this Privacy Policy will apply in relation to personal information.

By accessing or using any part of the Services, you confirm that you have read and understood this Privacy Policy.

Personal Information We Collect

When we refer to personal information, we mean information that identifies you, relates to you, or can reasonably be linked to you. This does not include anonymised or aggregated data.

Depending on how you interact with Glow Haven, we may collect the following categories of personal information:

  • Contact information such as your name, billing address, shipping address, email address, and phone number.
  • Payment and transaction information such as payment method, transaction amounts, order history, refunds, and confirmations. Payment card details are processed securely by our payment providers and are not stored directly by us.
  • Account information including login details, preferences, saved addresses, and order history.
  • Purchase and usage information including products viewed, added to basket, purchased, returned, or exchanged.
  • Communications including emails, messages, reviews, and customer support interactions, including those sent through marketplaces and social media.
  • Device and technical information including IP address, browser type, device identifiers, and cookie data.
  • Website usage information such as pages visited, interactions, and browsing behaviour.

Sources of Personal Information

We collect personal information from the following sources:

  • Directly from you when you place an order, create an account, sign up to our emails, leave a review, or contact us.
  • Automatically through your use of the website via cookies and similar technologies.
  • From Shopify and our service providers who help us operate the Services.
  • From the marketplaces we sell through (Etsy, eBay, and Amazon Handmade) when you place an order or contact us via those platforms, in line with each platform's own policies.
  • From third parties such as payment providers, delivery partners, and marketing platforms, where permitted by law.

How We Use Your Personal Information

Providing and Improving the Services
To process orders, take payments, arrange delivery, manage returns and exchanges, maintain your account, and improve the functionality and experience of our website and listings.

Personalisation
To remember your preferences, suggest relevant products, and tailor your experience with Glow Haven.

Marketing and Communications
To send you marketing emails, updates, offers, and new product or scent announcements where you have opted in, and to show relevant advertising on our website, on social media, and on other platforms.

Customer Support
To respond to enquiries, manage complaints, and provide customer care across our website, marketplaces, and social media.

Product Safety and Compliance
To meet our obligations relating to product safety, labelling, and consumer protection for the wax melts we sell.

Security and Fraud Prevention
To protect our website, customers, and business against fraud, misuse, or unauthorised access.

Legal and Regulatory Obligations
To comply with applicable laws, accounting requirements, tax rules, and regulatory obligations, and to enforce our terms and policies.

Legal Bases for Processing

Where required under UK GDPR and EU GDPR, we rely on the following lawful bases to process personal information:

  • Performance of a contract, such as fulfilling your order.
  • Legal obligation, such as record keeping, tax compliance, and product safety duties.
  • Legitimate interests, such as improving our services and preventing fraud.
  • Consent, such as for marketing communications, which you can withdraw at any time.

Sharing Your Personal Information

We may share your personal information in the following circumstances:

  • With Shopify, payment processors, delivery couriers, email providers, analytics providers, and IT service providers who help us operate the Services.
  • With the marketplaces we sell through (Etsy, eBay, and Amazon Handmade) to the extent necessary to fulfil orders placed on those platforms.
  • With marketing and advertising partners where you have consented or where permitted by law.
  • When you request or consent to sharing, such as social media integrations or delivery instructions.
  • With professional advisers, regulators, or authorities where required by law.
  • In connection with a business transfer, restructuring, or sale.

All third parties are required to handle your personal information securely and in accordance with applicable data protection laws.

Shopify and Platform Data

Our online store is hosted by Shopify. Shopify processes personal information on our behalf to provide and improve the Services and may process data outside the UK or EEA. Shopify acts as a data processor in most cases and as a data controller for certain platform-level features. You can learn more by visiting Shopify's Consumer Privacy Policy.

When you purchase through Etsy, eBay, or Amazon Handmade, those platforms collect and process your information under their own privacy policies, and we receive only the information needed to fulfil and support your order. We recommend reviewing the privacy policy of any marketplace you buy from.

Email Marketing

We use Klaviyo to manage our email marketing. If you opt in, we will use your name and email address to send you marketing communications. You can unsubscribe at any time using the link in any email or by contacting us, and we will stop sending you marketing messages.

Cookies and Tracking Technologies

We use cookies and similar technologies to operate the website, analyse traffic, remember preferences, and support marketing activities. You can manage your cookie preferences through your browser settings and, where available, our cookie banner.

Children's Privacy

Our Services are not intended for children, and we do not knowingly collect personal information from individuals under the age of 16. If you believe a child has provided us with personal information, please contact us so we can remove it.

Data Security and Retention

We take reasonable technical and organisational measures to protect your personal information. However, no system is completely secure, and we cannot guarantee absolute security.

We retain personal information only for as long as necessary to fulfil the purposes outlined in this Privacy Policy, including legal, accounting, and reporting requirements.

Your Rights

Depending on your location, you may have the following rights regarding your personal information:

  • The right to access your personal information.
  • The right to correct inaccurate information.
  • The right to request deletion of your information.
  • The right to restrict or object to processing.
  • The right to data portability.
  • The right to withdraw consent at any time.
  • The right to opt out of marketing communications.

You can exercise these rights by contacting us using the details below. We may need to verify your identity before processing your request.

If you are located in the UK or EEA, you also have the right to lodge a complaint with the Information Commissioner's Office (ICO) or your local data protection authority.

International Transfers

Your personal information may be transferred outside the UK or EEA. Where this occurs, we rely on appropriate safeguards such as adequacy decisions or standard contractual clauses.

Changes to This Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page and the date updated accordingly.

Contact Us

If you have questions about this Privacy Policy or wish to exercise your rights, please contact us:

Email: info@glowhaven-home.co.uk
Business name: Glow Haven - Home
Address: Bolton, Bolton, BL3 1HY, UK

For data protection purposes, Glow Haven is the data controller of your personal information.