Introduction

This Privacy Policy explains how Borrowed Moments collects, uses, stores and protects your personal information when you visit our website, place an order, contact us, leave a review or use our services.

Borrowed Moments is part of the BM Group. For the purposes of UK data protection law, we are the data controller for the personal information we collect and use.

We may update this Privacy Policy from time to time. Any changes will be published on this page.

Information We May Collect

We may collect and use the following information:

Your name
Billing and delivery address
Email address and telephone number
Order details and product choices
Payment confirmation details, although we do not store full card details
Information needed to create your personalised or bespoke order
Photos, prints, handwriting, paw prints, fingerprints, ashes, hair, fur or other inclusions where needed for your order
Messages you send to us by email, contact form, social media or telephone
Reviews, feedback or survey responses
Website usage information, such as pages visited, products viewed, products added to your basket, checkout activity and completed purchases, where you have allowed analytics or marketing technologies
Technical information such as browser type, device information, approximate location, IP address and cookie or advertising identifiers where applicable

Why We Use Your Information

We use your personal information for the following purposes:

To process and fulfil your order
To create personalised, bespoke or memorial jewellery
To contact you about your order, design details or delivery
To send collection packs or instructions where required
To provide customer service and respond to enquiries
To keep internal records
To manage returns, repairs, complaints or order issues
To improve our website, products and services
To measure the effectiveness of our Facebook and Instagram advertising, understand how visitors use our website and show more relevant advertising, where you have agreed to Marketing cookies
To send marketing emails only where you have agreed to receive them or where the law allows
To comply with legal, tax and accounting obligations

Our Lawful Basis for Using Your Information

Under UK data protection law, we must have a lawful basis for using your personal information.

We may rely on:

Contract: when we need your information to process, create and deliver your order.
Legal obligation: when we need to keep records for tax, accounting or legal reasons.
Legitimate interests: when we use information to run and improve our business, respond to enquiries, prevent fraud, manage customer service or keep records, provided your rights are not overridden.
Consent: where you have actively agreed, such as signing up to marketing emails or allowing certain optional uses of your information.

Special and Personal Keepsake Information

Some orders may involve very personal materials or information, such as ashes, hair, fur, fingerprints, handwriting, paw prints, photographs or other keepsake inclusions.

We only use these materials and related information to create your order, communicate with you about your order, and provide the service you have requested.

Any unused ashes, hair, fur or other physical inclusions will be handled with care and returned where applicable or requested.

Marketing and Email Updates

We may send you marketing emails, helpful guides, product updates or occasional offers if you have signed up to receive them or where the law allows us to contact existing customers about similar products or services.

You can unsubscribe or ask us to stop sending marketing messages at any time by contacting us at: info@borrowedmoments.co.uk.

Who We Share Information With

We do not sell your personal information.

We may share limited information where necessary with trusted service providers who help us run our business, such as:

Payment providers
Delivery and courier services
Website, hosting and email service providers
Professional advisers such as accountants or legal advisers
Authorities where required by law

We only share the information needed for the relevant purpose.

How Long We Keep Your Information

We keep personal information only for as long as necessary for the reason it was collected, including to complete orders, provide customer service, meet legal obligations and keep business records.

Order and accounting records may be kept for the period required by law. Enquiry messages and customer service records are kept only for as long as reasonably necessary.

Personal keepsake materials are handled carefully and are not kept longer than needed to complete your order, unless otherwise agreed.

How We Protect Your Information

We are committed to keeping your personal information secure. We use appropriate physical, electronic and managerial procedures to help protect the information we collect.

While no website or online service can be guaranteed completely secure, we take reasonable steps to protect your information against unauthorised access, loss, misuse or disclosure.

Cookies and Similar Technologies

Our website uses cookies and similar technologies to operate the website, remember your shopping basket and preferences, understand website use and, where you have agreed, measure and improve our advertising.

Necessary Cookies

Necessary cookies support essential functions such as website security, shopping baskets, checkout, customer accounts and remembering your cookie choices. These cookies cannot normally be disabled through our cookie settings because the website may not work correctly without them.

Analytics Cookies

Analytics technologies help us understand how visitors use our website, such as which pages are visited and how visitors move around the site. Analytics technologies are only activated where you have agreed to the Analytics category in our cookie settings.

Marketing Cookies and the Meta Pixel

Where you agree to Marketing cookies, we use the Meta Pixel provided by Meta Platforms, which operates Facebook and Instagram.

The Meta Pixel helps us measure the effectiveness of our advertising, understand actions taken after someone sees or clicks an advert, create advertising audiences and show adverts that may be more relevant.

Depending on how you use the website, events sent to Meta may include:

Visiting a page
Viewing a product
Adding a product to your basket
Starting checkout
Completing a purchase

Information connected with these events may include product identifiers, product names, quantities, order value, currency, browser and device information, IP address and identifiers created through cookies or similar technologies.

We do not intentionally send Meta your payment-card details, photographs, messages, ashes, hair, fur, fingerprints, handwriting or other personal keepsake materials.

Meta may use information received through its Business Tools for advertising, measurement, analytics and personalisation in accordance with its own privacy policy.

Your Cookie Choices

Analytics and Marketing technologies are switched off unless you actively agree to them. Choosing Reject all will prevent optional Analytics and Marketing technologies from being activated.

You can change or withdraw your choices at any time using the Cookie settings link in the website footer. Withdrawing consent does not affect processing that occurred before consent was withdrawn.

You can also delete or block cookies using your browser settings. Blocking necessary cookies may prevent parts of the website, basket or checkout from working correctly.

You can read more about how Meta handles information in the Meta Privacy Policy.

Photos of Completed Keepsakes

We may photograph completed keepsakes for our records, website, social media or marketing materials.

Where we use photos publicly, we do not publish your personal details unless you have given clear permission or have chosen to identify yourself by commenting, tagging or sharing the image.

If you do not want photos of your completed keepsake used publicly, please contact us.

Your Data Protection Rights

Under UK data protection law, you have rights over your personal information. These may include 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 personal information in certain circumstances
Ask us to restrict how we use your information in certain circumstances
Object to certain uses of your information, including direct marketing
Withdraw consent where we rely on consent
Ask for your information to be transferred where applicable

To exercise your rights, please contact us using the details below.

Contact Us

If you have any questions about this Privacy Policy or how we use your personal information, please contact us:

Email: info@borrowedmoments.co.uk

Address:
Borrowed Moments
Merlin House
Priory Drive
Langstone
Newport
NP18 2HJ

Complaints

If you are unhappy with how we handle your personal information, please contact us first so we can try to resolve the issue.

You also have the right to complain to the Information Commissioner’s Office, the UK regulator for data protection.