At House of Marbles, we take your privacy seriously. As a family-run business with a strong commitment to quality and exceptional customer experience, we want you to feel fully confident in how your personal information is handled when you shop with us online.
This Privacy Policy explains how The Bovey Tracey Craft Centre Limited, trading as House of Marbles, collects, uses and protects your information when you use our Retail UK online shop at shop.houseofmarbles.com.
Our registered address is The Old Pottery, Pottery Road, Bovey Tracey, Devon, TQ13 9DS, United Kingdom. Company Number: 04775980. VAT Number: GB 831 3966 22.
🧩 1. The Information We Collect
When you place an order, create an account, sign up to our emails, enter a promotion or contact us, we collect the information we need to process your request. This usually includes your name, address, email address, telephone number, account details and purchase history. We also keep a record of any information you provide when corresponding with us.
When you browse shop.houseofmarbles.com, certain information is collected automatically, such as your IP address, device and browser details, pages viewed and how you navigate through the site. We use tools including Google Analytics 4 and the Meta Pixel to understand how people use the online shop so we can continue improving it.
We may also receive information from trusted partners such as courier companies, secure payment processors (Stripe and PayPal), marketing platforms and analytics or advertising providers (Google and Meta).
🎯 2. How We Use Your Information
We use your personal information to process and deliver your orders, manage your account, send service communications, arrange returns or refunds and respond to your enquiries. We also use it to operate and improve our website, maintain security and understand how customers use our online shop.
Analytics tools such as Google Analytics 4 help us see how our website is performing and where improvements may be needed. The Meta Pixel helps us ensure that our advertising is relevant and effective.
If you choose to receive our marketing communications, we will use your information to send you product news, offers and updates from House of Marbles.
⚖️ 3. Our Legal Basis For Processing Your Information
We will only use your data when we have a lawful basis to do so. These may include:
• Contract: to process your order, deliver your goods and manage your account.
• Legal obligation: such as tax, accounting or fraud-prevention requirements.
• Legitimate interests: to improve our website, understand customer behaviour, maintain security and operate our business efficiently.
• Consent: for marketing communications, promotional sign-ups, competitions or certain cookie/analytics activity.
Where we rely on consent, you may withdraw it at any time.
💌 4. Marketing Communications
We only send marketing emails if you have actively opted in or where the law otherwise permits us to contact you.
How you may opt in
You may choose to receive marketing communications through several methods, including:
• Signing up directly to our email newsletter
• Entering a promotion or seasonal activity with an optional marketing tick-box
• Signing up to receive a welcome discount or offer
• Responding to pop-ups or slide-ins on our website
• QR code sign-ups used for promotions or in-store engagement
• Requesting notifications about products, back-in-stock alerts or new arrivals
• Entering competitions where marketing consent is presented as optional
If you change your mind, you can unsubscribe at any time using the link in our emails or by contacting us. Unsubscribing does not affect essential service messages such as order updates.How we manage email marketing
How we manage email marketing
We use reputable email marketing software to manage our subscriber lists and send our email campaigns. This third-party service processes your data securely and may record basic engagement information such as whether emails were opened or clicked. This helps us tailor our content and improve our communications.
Sign-up incentives and offers
If you sign up to receive a discount or promotional offer, we will use your email address to deliver the offer. You may unsubscribe afterwards without affecting your eligibility for the sign-up benefit.
🎁 5. Competitions, Prize Draws & Promotional Activities
From time to time, we run competitions, prize draws, giveaways or promotional activities. When you enter one of these, we collect only the information needed to administer the promotion, such as your name, contact details and proof of eligibility if required.
Unless explicitly stated at the point of entry, entering a competition does not subscribe you to marketing communications. Where marketing consent is requested, it will be presented clearly and separately from the entry requirement.
We keep competition-related data only for as long as necessary to administer the promotion, contact winners and meet any legal obligations.
🔄 6. Sharing Your Information
We will never sell your personal data.
However, we do work with trusted partners who help us operate our website and deliver our services. These may include:
• Courier and delivery companies
• Website hosting, security and technical support for WordPress and WooCommerce
• Secure payment processors such as Stripe and PayPal
• Marketing and email platforms such as Mailchimp
• Analytics and advertising providers (Google Analytics 4 and Meta Pixel)
• Professional advisers including accountants or auditors
We only share the information required for these partners to perform their services and we expect them to protect your information to UK GDPR standards.
We may also disclose information where required by law or to protect our legal rights.
🌍 7. International Transfers
Some of our trusted service providers and technical partners operate outside the United Kingdom. This can happen, for example, when we use platforms such as Google, Meta, Mailchimp, Stripe or other providers that store or process data in the EU, the United States or other countries.
Whenever your personal information is transferred outside the UK, we make sure it remains protected to the same high standard as it would be inside the UK. To do this, we use one or more of the safeguards approved under UK GDPR, such as:
UK adequacy decisions, where the UK government has formally recognised that another country provides an appropriate level of data protection
Standard Contractual Clauses (SCCs) or International Data Transfer Agreements (IDTAs), which are legal commitments that require the receiving organisation to protect your information to UK GDPR standards
Additional technical or organisational measures, where needed, such as encryption or restricted-access controls
These safeguards ensure your data continues to be treated securely, lawfully and fairly, no matter where it is processed.
We only transfer data internationally when necessary for the operation of our website or services, such as enabling email marketing, processing payments, analytics or website hosting features. We always review our partners to make sure they meet strong data protection requirements.
🗃️ 8. How Long We Keep Your Information
We retain your information only for as long as it is needed.
• Order and transaction data is kept for as long as you remain a customer and for up to seven years afterwards for legal purposes.
• Marketing data is kept until you unsubscribe or after two years of inactivity.
• Customer enquiries and correspondence are kept for a reasonable period to support and improve our service.
• Competition entries are kept only for as long as needed to administer the promotion.
When your information is no longer required, it is securely deleted or anonymised.
🍪 9. Cookies & Analytics
Our website uses cookies to make the site function, remember your preferences, enable your basket and improve your browsing experience. Some cookies are essential for the site to work. Others help us understand how the online shop is being used or support our advertising.
We use tools including Google Analytics 4 and the Meta Pixel. Where required, we will ask for your consent before using non-essential cookies. You can manage your cookie settings through your browser or through the cookie controls on our website.
For more details, please refer to our Cookie Policy.
🔐 10. Your Rights
You have several rights under UK data protection law, including the right to:
• Access the personal data we hold about you
• Request corrections to inaccurate information
• Ask us to delete your data where appropriate
• Restrict or object to certain types of processing
• Request a copy of your data in a portable format
• Withdraw consent where we rely on it
If you wish to exercise any of these rights, please contact us.
You may also lodge a complaint with the Information Commissioner’s Office (ICO). However, we would always encourage you to speak to us first so we can address your concerns.
🛡️ 11. Keeping Your Information Safe
We take great care to protect your information. Our systems use secure servers, firewalls, encryption, restricted access and up-to-date security measures. Payments are processed securely through Stripe and PayPal and we do not store full card details on our own systems.
Although no website can guarantee complete security, we follow recognised industry standards to safeguard your information.
🔗 12. Links To Other Websites
Our website may include links to external sites. These are not governed by this Privacy Policy and we recommend reviewing their privacy information before providing any personal data.
📬 13. Contacting Us
If you have any questions about this Privacy Policy or how your personal information is handled, please contact us: House of Marbles, The Old Pottery, Pottery Road, Bovey Tracey, Devon TQ13 9DS. United Kingdom. Email: [email protected]. Telephone: 01626 835 285.
Our lead contact for data protection matters is Andrea Harkin.