Privacy Policy

Introduction

At Lowlands House, your privacy matters. This Privacy Policy explains what personal information we collect, how we use it, and the choices you have.

This policy applies to all information collected through our website at lowlandshouse.com and through any orders placed with us ("Services").

Information We Collect

We collect information you provide directly when you place an order, sign up for our newsletter, or contact support:

• Name, email address, phone number
• Email and SMS marketing choices, consent status, and consent timestamps
• Shipping and billing address
• Order details and purchase history
• Communications with our support team

We also collect information automatically, including IP address, browser type, pages visited, and referring URLs, via cookies and analytics tools.

How We Use Information

We use your information to:

• Process and fulfill orders
• Communicate order status and support responses
• Send marketing emails and newsletters you have opted into
• Send promotional text messages when you have expressly opted into SMS marketing
• Improve our website, products, and customer experience
• Comply with legal obligations

SMS Messaging

We use SMS for two separate purposes: responding to customer-support requests and sending promotional updates to customers who expressly opt in. Asking for text support or adding a phone number to your profile does not, by itself, enroll you in promotional messages.

You may opt in to promotional texts by selecting the SMS marketing checkbox in Profile or turning on SMS in Preferences within My Account. You may turn SMS off in Preferences or reply STOP. We record the phone number, consent status, date and time, and signup source so we can honor and document your choice.

Promotional messages may include new arrivals, restocks, seasonal products, and offers. Message frequency varies, and message and data rates may apply. Consent is not a condition of purchase. Reply STOP to unsubscribe or HELP for help.

We share the information needed to operate our SMS program with service providers such as Shopify and Klaviyo. We do not sell your phone number or SMS consent information.

Sharing of Information

We do not sell your personal information. We may share data with trusted service providers that help us operate our business:

• Shopify — e-commerce platform and order management
• Stripe — payment processing
• Klaviyo — email and SMS marketing
• Google Analytics — site analytics
• Mixpanel — consented product analytics and customer-journey measurement
• Meta — consented advertising measurement
• Cloudflare — site infrastructure and security

These providers are contractually required to protect your information and use it only for the purposes we specify.

Cookies & Analytics

We use necessary storage to provide site access, accounts, baskets, checkout, payments, and orders. If you choose Analytics, Google Analytics and Mixpanel measure page, product, basket, and checkout journeys using browser identifiers and privacy-limited event properties. We do not send Mixpanel or Google Analytics your email, phone number, name, street address, postal code, delivery notes, raw searches, discount codes, or payment credentials.

If you choose Marketing, Klaviyo onsite tools and Meta Pixel may load for campaign measurement and marketing experiences. To improve advertising attribution, we may provide Meta with your normalized email address through manual advanced matching; Meta Pixel hashes that identifier before transmission. We do not provide Meta with your name, address, delivery instructions, or payment credentials for advanced matching. Cookie choices do not subscribe you to email or SMS, and email or SMS consent does not grant cookie consent. Use Cookie preferences in the footer to change Analytics, Marketing, or future Session Replay choices at any time. Session replay is not currently enabled.

Data Retention

We retain your personal information for as long as necessary to fulfill the purposes described in this policy, including maintaining your order history, complying with legal obligations, and resolving disputes.

You may request deletion of your data at any time. See our Data Deletion policy for instructions.

Your Choices & Rights

You have the right to access, correct, or delete your personal information. You may manage email and SMS marketing in My Account Preferences, use the unsubscribe link in our emails, reply STOP to promotional texts, or contact us directly for help with your communication preferences.

Depending on your location, you may have additional rights under applicable privacy laws, such as the California Consumer Privacy Act (CCPA). Contact us if you have a rights request.

Data Security

We use industry-standard security measures to protect your personal information, including encrypted data transmission (HTTPS) and secure payment processing via Stripe. We do not store full payment card numbers.

Children's Privacy

Our site is not directed to children under the age of 13. We do not knowingly collect personal information from children. If we learn that we have collected data from a child, we will delete it promptly.

Changes to This Policy

We may update this Privacy Policy periodically. When we do, we will update the date at the top of this page. Continued use of the site after changes are posted constitutes your acceptance.

Contact Us

If you have questions about this Privacy Policy or a data request, contact us at hello@lowlandshouse.com or via our Text Support page.