Privacy Policy

Last updated: 13 October 2026

This policy explains how Hair by Kissa, trading as Illusion Crochet ("we", "us", "our"), collects, uses and protects your personal information when you visit illusioncrochet.com (the "Site"), shop with us, or contact us.

We are the controller of your personal information under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. If you have any questions, please contact us at shop@illusioncrochet.com.

1. Information we collect

Information you give us

When you place an order, create an account, sign up to our emails or contact us, we may collect:

• your name, email address and phone number;
• your delivery and billing addresses;
• your sign-in details, such as one-time email codes or your Google or Shop account;
• your marketing preferences;
  
• product reviews and photos you post;
• messages and enquiries you send to us.

Payment details. Card and PayPal payments are handled securely by Shopify Payments and PayPal. We never see or store your full card number. You can read their privacy policies here: Shopify and PayPal.

Sensitive information. We do not collect sensitive information, such as health data or information about racial or ethnic origin.

Information collected automatically

When you visit the Site, we and our service providers automatically collect some technical information, including:

• log and usage data: your IP address, browser type, pages viewed, products browsed and how you arrived at the Site;
• device data: the type of device, operating system and browser you use;
• location data: your approximate location based on your IP address, which we use to show prices and currency for your country.

This is collected using cookies and similar technologies. See section 6 for more details.

Information from other sources

We may receive information about you from:

• Google and Shop, if you sign in with those accounts, including your name and email address;
• PayPal and Shop Pay, which may share your name, email and address from your saved account at checkout;
• social media platforms, if you interact with us there, such as your public profile name.

2. How we use your information and our legal reasons

We only use your information where the law allows us to. The table below explains what we use it for, the legal basis we rely on, and how long we keep it.

What we use it for	Legal basis	How long we keep it
Processing payments, dispatching orders and sending delivery updates	Contract	6 years after the end of the tax year of purchase
Handling returns, refunds and exchanges	Contract	6 years after the end of the tax year of the refund
Creating and managing your account	Contract	Until you delete your account, or 3 years after your last activity
Providing the Site and its features	Contract	For as long as you use our services
Sending order confirmations, dispatch notices and policy updates	Contract	For as long as you use our services
Replying to your questions and messages	Legitimate interests (providing good customer service)	2 years after our last contact
Asking for feedback and reviews after your order	Legitimate interests (improving our products)	12 months after your order
Understanding how the Site is used and measuring our marketing	Consent, through our cookie banner	26 months
Sending marketing emails about new products and offers	Consent	Until you unsubscribe
Keeping the Site secure and preventing fraud	Legitimate interests (protecting our business and customers)	6 years after the end of the tax year of purchase
Keeping business records and meeting tax and legal requirements	Legal obligation	6 years after the end of the tax year of purchase

We keep order records for 6 years because HMRC requires us to. When we no longer need your information, we delete it or make it anonymous.

We do not use your information to make automated decisions that have legal or similarly significant effects on you.

3. Marketing emails

We will only send you marketing emails if you have agreed to receive them, for example by ticking the box at checkout or when creating an account. You can unsubscribe at any time using the link at the bottom of any marketing email, or by emailing shop@illusioncrochet.com. We will still send you emails about your orders.

4. Who we share your information with

We do not sell your personal information. We share it only with trusted service providers who help us run the shop, and only as much as they need. These include:

• website hosting and cloud services (Shopify);
• payment processors (Shopify Payments and PayPal);
• delivery and postal services (Royal Mail);
• email and marketing tools (such as Klaviyo);
• analytics services (Shopify Analytics and Google Analytics);
• account sign-in services (Google and Shop);
• product review platforms;
• our email and customer service tools;
• advertising and social media platforms, only if you accept marketing cookies (see section 6).

Our service providers are bound by contracts that require them to keep your information secure and use it only on our instructions.

We may also share information:

• with customs authorities, as required for international deliveries;
• with HMRC, the police or other authorities where the law requires it;
• with a buyer or new owner if we ever sell or transfer our business.

5. Signing in with Google or Shop

If you choose to sign in with Google or Shop, we receive basic profile information from that provider, such as your name and email address. We use this only to create and manage your account. How Google and Shop use your information is covered by their own privacy policies.

6. Cookies and similar technologies

Cookies are small files stored on your device when you visit a website. We use:

• essential cookies, which are needed for the Site to work, such as keeping items in your basket and completing checkout;
• analytics cookies, which help us understand how visitors use the Site, through Shopify Analytics and Google Analytics;
• marketing cookies and pixels, which may be used by advertising and social media platforms to show you relevant ads and measure how well our ads work.

When you first visit the Site, our cookie banner asks for your consent before any non-essential cookies are used. You can change your choice at any time through the cookie settings link on the Site, or by adjusting your browser settings. Blocking essential cookies may stop parts of the Site from working.

You can also opt out of Google Analytics across all websites using Google's browser opt-out tool.

7. International transfers

Our shop runs on Shopify, and some of our service providers store or process information outside the UK and EU, including in the United States and Canada.

Where this happens, we make sure your information is protected, for example by relying on UK and EU adequacy decisions (such as for Canada), the UK-US Data Bridge and EU-US Data Privacy Framework, or Standard Contractual Clauses included in our providers' data processing agreements.

8. Keeping your information safe

We use appropriate technical and organisational measures to protect your information, and our providers, including Shopify and PayPal, use industry-standard security. However, no method of sending or storing information online is completely secure, so we cannot guarantee absolute security.

9. Children

Our Site is intended for adults aged 18 and over. We do not knowingly collect information from anyone under 18. If you believe we have information about a child, please contact us and we will delete it.

10. Your rights

If you are in the UK or EU, you have the right to:

• ask for a copy of the personal information we hold about you;
• ask us to correct inaccurate or incomplete information;
• ask us to delete your information;
• ask us to restrict how we use your information;
• object to us using your information based on legitimate interests;
• ask us to transfer your information to another organisation;
• withdraw your consent at any time, where we rely on consent. This does not affect anything we did before you withdrew it.

Some rights have limits. For example, we must keep order records for tax purposes even if you ask us to delete them.

To make a request, email shop@illusioncrochet.com or use our contact form. We will respond within one month and will not usually charge a fee. We may need to confirm your identity before acting on your request.

Your account. You can update your name, email and addresses by logging in to your account. To delete your account, please contact us.

Making a complaint

If you are unhappy with how we have handled your information, please contact us first so we can try to put it right. You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data protection regulator:

• Website: ico.org.uk/make-a-complaint
• Helpline: 0303 123 1113
• Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

If you are in the EU, you can also complain to the data protection authority in your country.

11. If you are in the United States

If you live in the US, you may ask us to access, correct or delete your personal information, and we will honour these requests in line with applicable law. We do not sell your personal information. To make a request, please contact us using the details in section 13.

12. Changes to this policy

We may update this policy from time to time. The "Last updated" date at the top shows when it was last changed. If we make significant changes, we will let you know by posting a notice on the Site or by email.

13. Contact us

If you have any questions about this policy or your information, please contact us:

Hair by Kissa, trading as Illusion Crochet
Aizlewood's Mill, Nursery Street
Sheffield, South Yorkshire, S3 8GG
England
Email: shop@illusioncrochet.com
Contact form: illusioncrochet.com/pages/contact