Privacy Policy
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This Privacy Policy explains what personal information Stitchy Home collects when you visit stitchyhome.com or place an order, why we need it, who we share it with, how long we keep it and what choices and rights you have. Stitchy Home is operated from 4810 W Gary Way, Laveen AZ 85339, United States. Because our pieces are personalised, an order can contain things that are more personal than a normal shopping basket: a child’s name, a wedding date, a photo of your family or of a pet that has passed away. We treat that material with particular care, and this policy says exactly how. For any privacy question, email support@stitchyhome.com.
Privacy at a glance
- We collect what we need to stitch, ship and support your order, and nothing for its own sake.
- Photos and personalisation text are used only to make your order and are deleted on the schedule in section 6.
- We do not sell your personal information or share it for cross-context advertising.
- Card details are handled by the payment provider shown at checkout, never stored by us.
- You can ask to see, correct or delete your information at any time.
1. Information we collect
1.1 Information you give us
- Order details: your name, email address, phone number if you choose to give it, billing and shipping addresses, and the products, sizes and colours you order.
- Personalisation content: the names, initials, dates and short phrases you want stitched; photos you upload for pet or photo portraits; your choices of thread colour, font and placement; and any notes about the design.
- Proof conversations: your replies to stitch proofs, including changes you request and your approval.
- Account information: if you create an account, your login email and a password, which is stored in encrypted form.
- Support messages: anything you include in emails or tickets, such as photos of a delivered piece.
1.2 Information collected automatically
When you browse the site, our web server and the security and caching services in front of it record technical information: your IP address, browser and device type, the pages you request, the referring page, and the date and time. This information is used to deliver pages, keep the site secure and diagnose errors. Essential cookies described in section 4 also keep your cart and checkout working.
1.3 Information from third parties
The payment provider that processes your payment tells us whether it succeeded and gives us limited details such as the payment type and, for cards, the last four digits; we never receive your full card number. Shipping carriers send us delivery status updates for your parcel.
2. How we use your information
| Purpose | Information used | Legal basis (EEA/UK visitors) |
|---|---|---|
| Making your order: digitising the design, preparing the proof, stitching | Personalisation content, photos, product choices | Performing our contract with you |
| Payment, shipping, tracking and delivery problems | Name, addresses, email, order details, carrier updates | Performing our contract with you |
| Returns, exchanges, refunds and claims | Order details, support messages, photos you send | Performing our contract; legal obligations |
| Answering questions and tickets | Email address and message content | Our legitimate interest in helping you; contract |
| Fraud prevention and site security | Technical data, order and payment status | Our legitimate interest in protecting customers and the store |
| Tax and accounting records | Order totals, dates, billing details | Legal obligation |
| Marketing emails (only if you opt in) | Email address, broad order history | Your consent, which you can withdraw at any time |
We do not use your photos, names or personalisation text for marketing, and we never show a customer’s design on the site or on social media without asking that customer first and receiving a clear yes.
3. Who we share information with
We share personal information only with service providers that help us run the store, and only what each one needs:
- Payment provider: the provider shown at checkout processes your payment under its own privacy policy.
- Shipping carriers: receive your name, shipping address and, where needed for delivery, your email or phone number.
- Hosting, security and email services: store the website and its database, filter malicious traffic, deliver cached pages and send order emails.
We may also disclose information if the law requires it, to protect the rights or safety of our customers or the store, or as part of a business transfer such as a sale of the store, in which case the new owner must honour this policy. We do not sell or rent your personal information, and we do not share it for cross-context behavioural advertising.
4. Cookies
Stitchy Home uses essential cookies only: the ones that keep your cart, checkout, account login and security checks working. The site cannot function without them, so they do not require consent. We do not currently run analytics or advertising cookies. If we add any in the future, we will update this section first and, where the law requires it, ask for your consent before they are set. You can delete or block cookies in your browser settings; if you block essential cookies the cart and checkout will stop working.
5. Photos you upload for portraits
Portrait photos deserve their own section because they often show children, family members or pets that have died. Here is how we handle them:
- A photo is used only to create the embroidery file for your order and the proof we send you.
- Only the people preparing your design can open it.
- We do not use your photo to train software, we do not add it to a gallery, and we do not share it with anyone outside the service providers listed in section 3.
- You can ask us to delete a photo at any time, including before your order is finished; if the design is not yet stitched, we will ask for another photo or cancel that piece with a full refund.
Please only upload photos you have the right to use, and avoid photos of other people’s children unless you have their parents’ permission.
6. How long we keep information
| Information | How long |
|---|---|
| Portrait photos and design files | Until 60 days after delivery, so that returns and re-stitches can be handled, then deleted; sooner if you ask |
| Personalisation text on the order | With the order record, because it is part of what you bought |
| Order and payment records | As long as tax and accounting law requires |
| Support emails and tickets | Up to two years, so we can help with follow-up questions, then deleted |
| Account data | Until you close your account |
| Server and security logs | A short rolling period needed to keep the site secure |
If you would like us to keep a portrait file longer so you can re-order the same design later, tell us and we will keep it until you ask us to delete it.
7. How we protect information
The whole site uses an encrypted HTTPS connection. Access to orders and uploaded photos is limited to the people who need it to make and support your order. Card payments are handled by the payment provider, so card numbers never pass through or rest on our systems. No method of storage or transmission is perfectly secure, but if a breach ever affects your personal information, we will tell you and the relevant authorities when the law requires it.
8. Your rights and choices
Depending on where you live (for example California and other US states, Canada, Australia, New Zealand, the UK or the EEA), you may have the right to:
- know what personal information we hold about you and receive a copy;
- correct information that is wrong;
- delete information, subject to records we must keep by law;
- receive your information in a portable format;
- object to or restrict some uses, and withdraw consent you have given;
- opt out of any sale or sharing of personal information for targeted advertising (we do neither).
To make a request, email support@stitchyhome.com from the address used on your order or account. We may ask you to confirm your identity before acting. We reply within 1 business day to acknowledge the request and complete it within the time the law allows. We never treat you differently for exercising these rights. You may also complain to your local data protection authority.
9. Marketing emails
Order emails, proofs and shipping updates are part of your order and are always sent. Marketing emails are only sent if you opt in, and every one includes an unsubscribe link. We do not currently send a newsletter; if we start one, signing up will be a clear, separate choice.
10. Children
Our site is meant for adults. Children may be named on a piece ordered by a parent or relative, but we do not knowingly collect personal information directly from children under 13, or under 16 where local law sets a higher age. If you believe a child has sent us personal information, contact us and we will delete it.
11. International transfers
Stitchy Home is based in the United States, and our service providers may process information in the United States and other countries. If you order from Canada, Australia or New Zealand, your information is transferred to the United States to fulfil your order. Where the law requires safeguards for such transfers, we rely on our providers’ contractual commitments to protect it.
12. Gifts and information about other people
When you order a gift, you give us information about someone else: the recipient’s name and address, and often the names or photo stitched on the piece. We use it only to make and deliver that order, and we do not contact the recipient for marketing. If the recipient writes to us about a return or a delivery problem, we help them with that order, but we do not tell them what you paid or show them your billing details. If a recipient asks us to delete their address or a photo of them, we do so once the order and any return are complete.
13. Messages that pretend to be from us
We will never ask for your password, card number, security code or a one-time passcode by email, message or ticket. Our emails come from addresses at stitchyhome.com. If you receive a request for payment details that claims to be from Stitchy Home, do not reply or click its links; forward it to support@stitchyhome.com so we can warn other customers.
14. Changes to this policy
We update this policy when our practices or the law change. The date at the top shows the latest version. If a change materially affects how we use information you have already given us, we tell you by email or with a notice on the site before it takes effect.
15. Contact us
Email support@stitchyhome.com or write to Stitchy Home, 4810 W Gary Way, Laveen AZ 85339, United States. Related pages: Terms of Service, Payment Methods and Contact Us.