Who We Are

VEIMA LTD is a company registered in England and Wales. We design and sell personalised gifts, decorative signs, keepsakes and custom-made products through our website.

VEIMA LTD is the data controller responsible for personal information processed for our own business purposes.

This policy applies to personal information processed by VEIMA in connection with its website, customer orders and communications. Independent marketplaces and payment providers may also operate under their own privacy policies.

Information We Collect

Depending on how you interact with VEIMA, we may collect the following categories of personal information.

Identity and contact information

• Name and contact details.
• Email address and telephone number.
• Billing and delivery addresses.
• Account information where an account is created.

Order and transaction information

• Products ordered and purchase history.
• Order numbers, amounts and payment status.
• Delivery preferences and tracking details.
• Refunds, returns and customer service records.

Personalisation information

• Names, dates and personal messages.
• Customer-supplied artwork and photographs.
• Design instructions and approved proofs.
• Requested colours, fonts and product options.

Technical information

• IP address and browser information.
• Device type and operating system.
• Website usage and security logs.
• Cookie preferences and related identifiers.

Technical information is collected only to the extent necessary for the purposes described in this policy and through technologies actually used on our website.

Communications

When you contact us, we may retain your messages, attachments and relevant correspondence to respond to enquiries and resolve customer service issues.

How We Use Your Information

We use personal information for legitimate business and customer service purposes, including:

• Processing and fulfilling orders.
• Creating personalised products.
• Arranging payment and delivery.
• Responding to enquiries and complaints.
• Managing refunds and returns.
• Maintaining website security.
• Preventing fraud and misuse.
• Maintaining accounting and tax records.
• Improving our services where lawful.
• Sending marketing where permitted.

We do not sell customer personal information to data brokers.

Our Lawful Bases

Under the UK GDPR, we must have an appropriate lawful basis for processing personal information.

Where we rely on legitimate interests, these may include protecting our website, preventing fraud, handling enquiries and operating our business effectively. We consider whether those interests are overridden by individuals' rights and freedoms.

Some information, such as delivery details, is necessary to fulfil an order. Without it, we may be unable to provide the requested products or services.

Personalised Products & Photographs

Customers may provide photographs, names, artwork and other personal details so we can create customised products.

We use these materials to prepare designs, manufacture products, fulfil orders and resolve related customer service enquiries.

Where we wish to use an identifiable customer photograph for promotional purposes, we will establish an appropriate lawful basis and obtain any required permission.

Please avoid uploading sensitive personal information unless it is necessary for the requested product.

If you submit information relating to another person, please ensure you have an appropriate basis for providing it.

Payments & Orders

Our online store uses WooCommerce to support product selection, shopping baskets and order management.

Payment transactions are handled through the payment methods made available at checkout.

Payment providers may process payment details, transaction identifiers and fraud-prevention information under their own applicable privacy notices.

VEIMA may receive payment confirmation, transaction references, billing details and refund information needed to administer your order.

We do not require customers to send full payment card details by email or through our contact form.

Who We Share Information With

We share personal information only where reasonably necessary and lawful.

Depending on the services used, recipients may include:

• Payment processing providers.
• Royal Mail and other delivery companies.
• Website hosting and technical service providers.
• Order management and ecommerce service providers.
• Accountants and professional advisers.
• IT security and support providers.
• Authorities where disclosure is legally required.

Service providers acting on our behalf are expected to process personal data only for authorised purposes and subject to appropriate protections.

Some third parties, such as payment providers and delivery companies, may act as independent data controllers for certain activities.

Where you purchase through an external marketplace, that marketplace may also process information under its own policy.

International Data Transfers

Some service providers may store or access information outside the UK.

Where personal information is transferred internationally, we assess the applicable legal requirements and use an appropriate transfer mechanism where required.

Depending on the destination and provider, this may include UK adequacy regulations, the UK International Data Transfer Agreement, the UK Addendum to EU Standard Contractual Clauses, or another lawful mechanism.

You may contact us for further information about relevant transfer safeguards.

Cookies & Similar Technologies

Cookies and related technologies can help operate online shopping functions, remember preferences, maintain security and, where enabled, measure website usage.

Essential technologies

These may be necessary for services requested by visitors, including shopping basket functionality, checkout sessions and security.

Analytics and performance

Where analytics or performance technologies are used, we apply the consent requirements or legal exceptions relevant to their specific purposes.

Advertising technologies

If advertising or behavioural tracking technologies are enabled, we provide appropriate information and obtain consent where required.

Our cookie controls should allow visitors to manage applicable non-essential technologies.

Further information about the specific technologies in use, their providers, purposes and retention periods should be available in our Cookie Policy or cookie preference interface.

Marketing Communications

We may send product news, offers or promotional messages where we have a lawful basis and comply with applicable electronic marketing rules.

Where consent is required, we will request it before sending marketing.

Where legally permitted, existing customers may receive marketing about similar products, subject to applicable conditions and opt-out requirements.

You may opt out of direct marketing at any time by using an unsubscribe link where provided or contacting office@veima.co.uk.

We will not treat marketing consent as a condition of purchasing products.

How Long We Keep Information

We retain personal information only for as long as reasonably necessary for its purpose, including applicable legal, accounting and tax requirements.

Our retention periods depend on the type of information:

• Order and financial records: retained for applicable accounting, tax and legal obligations.
• Customer enquiries: retained as needed to respond and maintain relevant records.
• Personalisation files: retained for production and reasonable post-sale support, then deleted or anonymised when no longer required.
• Technical logs: retained for appropriate operational and security periods.
• Marketing preferences: retained as necessary to manage consent, objections and opt-outs.

When determining retention periods, we consider legal obligations, the nature of the information, contractual requirements, potential disputes and the purpose of processing.

How We Protect Your Data

We take reasonable technical and organisational measures to protect personal information against unauthorised access, accidental loss, misuse and unlawful disclosure.

Appropriate measures may include access controls, account security, software updates, secure connections, backups and restrictions on access to customer records.

No internet-based system can guarantee absolute security. We review risks and take appropriate steps to protect the information we process.

Your Data Protection Rights

Depending on the circumstances, UK data protection law gives you rights relating to your personal information.

• Access: request a copy of your personal data.
• Rectification: ask us to correct inaccurate information.
• Erasure: request deletion where applicable.
• Restriction: request limits on certain processing.
• Portability: receive eligible information in a portable format.
• Objection: object to certain processing, including processing based on legitimate interests.
• Consent withdrawal: withdraw consent where processing relies on it.

These rights are not absolute. For example, we may need to retain certain records to comply with legal obligations.

To exercise your rights, email office@veima.co.uk .

We may request reasonable information to verify your identity before responding.

We will respond within the time limits required by law.

Children's Privacy

Our online shopping services are intended for customers capable of entering into lawful purchase agreements.

Personalised products may contain children's names or photographs supplied by parents, guardians or other authorised customers.

We use this information only for appropriate purposes, including fulfilling the order and related customer support.

We do not knowingly use children's personal information for behavioural advertising.

Automated Decision-Making

Our standard order fulfilment process does not rely on solely automated decisions that have legal or similarly significant effects on customers.

Payment or security providers may use automated fraud checks under their own applicable policies.

Third-Party Websites

Our website may contain links to external services, marketplaces or social platforms.

These organisations may have their own privacy policies and operate as independent data controllers.

We encourage you to review their policies before providing personal information.

Changes to This Policy

We may update this Privacy Policy to reflect changes in our services, data processing activities or legal requirements.

The updated version will be published on this page with a revised date.

Where required, we will provide additional notice before materially changing how personal information is used.

Contact & Complaints

If you have questions about this policy or how VEIMA handles personal information, please contact us.

You also have the right to complain to the UK Information Commissioner's Office (ICO).

Information Commissioner's Office
Website: ico.org.uk/make-a-complaint

We would welcome the opportunity to address your concern directly before you contact the ICO. However, you are not required to contact us first.