Privacy policy

Koala Softies Ltd ("Koala Softies", "we", "us") takes your privacy seriously. This policy explains what personal data we collect, why we collect it, how we use it, and what rights you have under the UK GDPR and the Data Protection Act 2018.

Who we are

Koala Softies Ltd is the data controller for the personal data we collect about you. You can reach us at:

• Koala Softies Ltd, Office 9815, 321-323 High Road, Chadwell Heath, Essex, RM6 6AX, UK
• Email: support@koalasofties.com
• Website: koalasofties.com

What data we collect

• Order & delivery details: name, shipping & billing address, email, phone number (optional).
• Payment information: processed directly by Stripe - we never see or store your full card number.
• Account & contact form data: any information you choose to share when you contact us.
• Technical data: IP address, browser type, pages visited, referral source.
• Marketing preferences: whether you have opted in to our newsletter.

How we use your data & legal basis

• To fulfil your order (processing payment, shipping, customer support) - contractual necessity.
• To respond to enquiries sent through our contact form or by email - legitimate interest.
• To send marketing emails, only where you have opted in - consent. You can unsubscribe at any time.
• To improve our website through anonymised analytics - legitimate interest.
• To meet legal obligations such as accounting and tax records - legal obligation.

How long we keep your data

• Order & invoice records: 7 years (UK tax requirements).
• Customer support enquiries: 2 years after last contact.
• Marketing list: until you unsubscribe.
• Analytics data: anonymised after 26 months.

Who we share your data with

We only share what is strictly necessary, with carefully selected providers acting as data processors on our behalf:

• Stripe - payment processing.
• Royal Mail & DPD - delivery.
• Shopify - e-commerce platform & hosting.
• Klaviyo - transactional & marketing email (opt-in only).
• HMRC and other authorities where required by law.

We never sell your personal data, ever.

International transfers

Some of our processors are based outside the UK. Where this is the case, we rely on UK-approved transfer mechanisms - usually the UK International Data Transfer Addendum to the EU Standard Contractual Clauses - to ensure your data receives an equivalent level of protection.

Cookies

We use a small number of cookies: strictly necessary cookies (to make the site work and to keep your basket), and - only if you consent - analytics cookies to help us understand how the site is used. You can change your preferences at any time via the cookie banner.

Your rights

You have the right to:

• Access the personal data we hold about you.
• Ask us to correct inaccurate data.
• Ask us to delete your data (the "right to be forgotten").
• Restrict or object to processing.
• Receive your data in a portable format.
• Withdraw consent at any time, for example by unsubscribing from emails.

To exercise any of these rights, email support@koalasofties.com. We will respond within one month.

Complaints

If you are unhappy with how we handle your data, please contact us first - we want to make it right. You can also lodge a complaint with the UK Information Commissioner's Office (ICO) at ico.org.uk.

Changes to this policy

We may update this policy from time to time. The "last updated" date at the top of the page reflects the most recent revision. Material changes will be announced on our website.