Privacy Policy

1. Who we are

This privacy policy explains how Family Made uses personal information when you use familymade.co.uk or place an order. You can contact us at contact@familymade.co.uk. Our postal address is The Groves, Bristol, BS13 0AF, United Kingdom.

Family Made is the controller for the personal information described in this policy.

2. Information we collect

Depending on how you use the website, we may collect:

• the buyer’s name and email address;
• the delivery recipient’s name and delivery address for physical gifts, or their name and email address where you send a digital gift directly to them;
• personalisation details such as family names, captions, character choices and selected print options;
• order, payment-status, delivery, download-link and customer-service information; and
• technical information such as IP address, browser, pages requested and security or error logs.

Payment card details are entered on Stripe’s checkout pages. We receive the payment and order information needed to confirm and fulfil your purchase, but we do not store your full card number.

3. How we use information

We do not sell personal information or use it for targeted advertising.

4. Who we share information with

We share only what is needed for the relevant purpose with service providers, including:

• Stripe, for hosted payment checkout, payment processing, fraud prevention and payment records;
• Supabase, for our order database and private generated-print storage;
• Vercel, for website hosting, delivery and technical logs;
• our print and delivery providers, where needed to produce and deliver a physical order; and
• our email provider, where needed to answer a customer-service enquiry or send order-related information.

We may also disclose information where required by law, to prevent fraud or to protect our rights and customers.

5. International processing

Some service providers may process information outside the UK. Where required, we use a lawful transfer mechanism and appropriate safeguards, such as a UK adequacy decision or approved contractual protections. Contact us if you want more information about the safeguards relevant to a particular provider.

6. How long we keep information

We keep order, payment and accounting records for as long as needed to provide the service, handle refunds and disputes, and meet legal and tax obligations. Some transaction records may need to be kept for up to six years after the relevant accounting period.

We keep personalisation details and generated artwork for as long as reasonably necessary to fulfil the order, answer questions and manage disputes. We then delete or anonymise them when they are no longer needed, unless a longer period is required by law.

7. Cookies and security

Family Made does not currently use advertising cookies or third-party analytics cookies. The website may use strictly necessary technical storage or cookies for security and functionality. Stripe may use cookies or similar technologies on its hosted checkout pages; Stripe explains its own processing in its privacy notice.

We use reasonable technical and organisational measures to protect personal information, including secure payment through Stripe and server-side access controls for fulfilment systems. No internet transmission or storage system is completely secure.

8. Your rights

Depending on the circumstances, UK data protection law gives you rights to access your personal information, correct it, ask for deletion, restrict or object to processing, receive certain information in a portable format, and withdraw consent where we rely on consent.

To exercise a right, email contact@familymade.co.uk. We may need to verify your identity and will normally respond within one month. You can also complain to the Information Commissioner’s Office if you are unhappy with how we use your information.

9. Changes to this policy

We may update this policy when our services, providers or legal obligations change. The current version and its update date will always appear on this page.