Privacy policy

Last updated: 8 September 2026

1. Who we are

London Coffee Cups Limited is the controller of the personal information described in this notice.

Company number: 15758931
Registered in: England and Wales
Registered office: Unit 25, 12 Horn Lane, London, England, SE10 0RT
Website: www.londoncoffeecups.com
Privacy contact: hello@londoncoffeecups.com

This notice explains how we collect and use personal information when you browse our website, place an order, create an account, request a quote, submit a contact form, subscribe to emails or otherwise deal with us.

2. The information we collect

Depending on how you interact with us, we may collect:

  • Identity and contact information, such as your name, business name, job title, billing and delivery addresses, email address and telephone number.
  • Order and transaction information, such as products, quantities, prices, discounts, delivery details, order history, refunds and communications about an order.
  • Payment information, such as payment status, transaction references, billing details and limited payment-method information. Full card details are handled by the payment provider and are not normally made available to us.
  • Account information, such as login details, saved addresses, preferences and account activity.
  • Enquiry and bespoke-order information, including quote requirements, product specifications, artwork, logos, proofs, preferred contact method and messages you send us.
  • Marketing information, such as newsletter registration, consent records, communication preferences and how you interact with our emails where the email service provides this information.
  • Technical and usage information, such as IP address, browser and device type, cookie or similar identifiers, pages viewed, basket activity, referring pages and information about how the Site performs.
  • Customer-service and legal information, such as complaints, returns, delivery evidence, fraud-prevention information and records needed to establish or defend legal rights.

We do not intentionally ask for special-category information, such as health, biometric, religious or political information. Please do not include unnecessary sensitive information in a contact form or bespoke-order message.

3. How we obtain information

We collect information:

  • directly from you when you order, register, subscribe, contact us or provide artwork;
  • automatically from your browser or device through essential website technologies and, where required, technologies you consent to;
  • from Shopify, payment providers, delivery companies and other providers involved in a transaction;
  • from the business or organisation you represent; and
  • occasionally from publicly available business sources where this is relevant to a trade enquiry or account.

4. Why we use information and our lawful bases

We use personal information only where we have a lawful basis.

To provide products and manage orders

This includes processing payment, confirming an order, arranging delivery, providing tracking, handling returns and refunds, and communicating about the purchase.

Lawful basis: performance of a contract or steps requested before entering a contract; legal obligation where records are required by law.

To provide accounts, quotes and bespoke services

This includes setting up an account, preparing quotations, reviewing specifications and artwork, managing proofs and responding to pre-order questions.

Lawful basis: performance of a contract or steps requested before entering a contract; legitimate interests in managing business enquiries where the contact represents an organisation.

To answer enquiries and provide customer service

This includes responding to messages, handling complaints, resolving delivery issues and keeping an appropriate record of the outcome.

Lawful basis: performance of a contract where the message concerns an order; legitimate interests in providing support, responding to enquiries and improving service.

To meet legal, tax and accounting duties

This includes keeping invoices and transaction records, responding to lawful requests and complying with consumer, product-safety, tax and company-law obligations.

Lawful basis: legal obligation; legitimate interests in managing and defending legal claims where applicable.

To protect the Site, customers and our business

This includes authentication, security monitoring, fraud prevention, misuse detection, troubleshooting and enforcing our terms.

Lawful basis: legitimate interests in operating a secure and reliable store, protecting customers and preventing fraud; legal obligation where applicable.

To understand and improve the Site

This includes measuring Site performance, understanding which pages and products are useful, and correcting errors. Non-essential analytics technologies are used only where the required consent has been obtained.

Lawful basis: consent where information is collected through non-essential cookies or similar technologies; legitimate interests for aggregated or otherwise lawfully collected service-improvement information.

To send marketing

This includes product news, availability updates, trade offers and other emails you asked to receive. We may also contact existing customers about similar products where the law permits and the required opportunity to opt out was provided.

Lawful basis: consent, or legitimate interests where direct-marketing law permits. You can unsubscribe at any time using the link in an email or by contacting us.

To manage and improve the business

This includes internal reporting, supplier management, staff training, business planning, corporate transactions and establishing or defending legal claims.

Lawful basis: legitimate interests in operating, evaluating and protecting our business; legal obligation where applicable.

Where we rely on legitimate interests, we consider the purpose, necessity and effect on individuals and do not use that basis where our interests are overridden by your rights and freedoms.

5. When information is required

Some information is necessary to enter into or perform a contract. For example, we need a delivery address to deliver an order and contact details to send confirmation. If you do not provide required information, we may be unable to accept or fulfil an order or respond to a request.

Information marked optional is not required for that purpose.

6. Who receives information

We may share personal information, only as needed, with:

  • Shopify and its group companies, which provide the ecommerce platform, hosting, checkout, account, security and related services. When Shopify processes customer information on our instructions, it acts as our service provider. Shopify may also act as a controller for services such as Shop or Shop Pay; its own Consumer Privacy Policy then applies.
  • Payment and fraud-prevention providers used for the payment method selected at checkout.
  • Delivery, warehouse and fulfilment providers that need names, addresses and contact information to deliver and support orders.
  • Email and customer-communication providers that help us send transactional messages or newsletters.
  • Website, IT, security and support providers that maintain systems or help us resolve technical issues.
  • Analytics and tag-management providers, including Google services where enabled, but only in accordance with applicable consent requirements.
  • Professional advisers, such as accountants, auditors, insurers and lawyers.
  • Authorities, courts, regulators and law-enforcement bodies where disclosure is required or lawfully requested.
  • A buyer, investor or successor in connection with a proposed or completed sale, reorganisation or transfer of the business, subject to appropriate confidentiality and data-protection arrangements.

We require service providers to use information only for the relevant service and to protect it appropriately. We do not sell customer personal information for money.

7. International processing

Some providers may process information outside the United Kingdom. In particular, Shopify operates internationally and may transfer information between group companies and subprocessors.

Where personal information is transferred to a country that does not have an applicable UK adequacy regulation, we use or require an appropriate safeguard, such as an approved contractual transfer mechanism, together with supplementary protections where needed. You can contact us for more information about the safeguards relevant to your information.

8. How long we keep information

We keep information only for as long as reasonably necessary for the purpose collected, including legal, accounting, security and dispute-resolution requirements. Our intended retention approach is:

  • Orders, invoices, payments and related accounting records: generally six years from the end of the financial year to which they relate, and longer where law or an active dispute requires it.
  • Customer-service, returns and complaint records: generally up to six years after the matter closes where needed for legal claims, or a shorter period where the record is no longer necessary.
  • Quotes and enquiries that do not become orders: generally up to 24 months after the last meaningful contact.
  • Customer accounts: while active and generally up to 24 months after closure or prolonged inactivity, except for transaction records retained separately for legal reasons.
  • Bespoke artwork and production records: for the order lifecycle and then as reasonably needed for repeat-order support, contractual records or legal claims. We will remove them earlier where appropriate and requested.
  • Marketing records: until you unsubscribe, withdraw consent or the information is no longer useful. We may keep a minimal suppression record so that we respect an opt-out.
  • Cookie and analytics information: for the period described in the Cookie preferences tool or relevant provider information.
  • Security and fraud records: for a period proportionate to the risk and any investigation.

We may retain information longer where required by law, a regulator, litigation or an unresolved complaint. We may keep anonymised information that can no longer identify an individual.

9. Security

We use appropriate organisational and technical measures designed to protect personal information against accidental or unlawful loss, access, alteration or disclosure. Access is limited to people and providers that need it for their role. Internet transmission cannot be guaranteed completely secure, but we take reasonable steps to protect information within our control.

10. Your rights

Depending on the circumstances, UK data-protection law may give you the right to:

  • ask whether we use your personal information and receive a copy;
  • correct inaccurate or incomplete information;
  • ask us to delete information;
  • restrict how we use information;
  • object to processing based on legitimate interests;
  • object at any time to direct marketing;
  • receive certain information in a portable format;
  • withdraw consent at any time, without affecting earlier lawful processing; and
  • complain to the Information Commissioner’s Office.

These rights are subject to legal conditions and exceptions. To make a request, email hello@londoncoffeecups.com. We may ask for information needed to verify identity and locate the relevant records. We normally respond within one month, subject to any lawful extension.

You can complain to the UK Information Commissioner’s Office through ico.org.uk/make-a-complaint. We would appreciate the opportunity to address your concern first.

11. Marketing choices

You can unsubscribe from marketing by selecting the unsubscribe link in an email or contacting us. Stopping marketing does not stop necessary messages about an order, account, legal notice or customer-service matter.

12. Cookies and similar technologies

Our Cookie notice explains how the Site uses cookies and similar technologies. Use the Cookie preferences link in the footer to review or change non-essential choices. Rejecting non-essential technologies does not prevent use of the core shopping and checkout functions.

13. Automated decisions

London Coffee Cups Limited does not currently make decisions based solely on automated processing that produce legal or similarly significant effects for customers. Payment or fraud-prevention providers may make independent automated assessments under their own notices and terms.

14. Children

The Site is intended for business buyers and adults purchasing packaging products. It is not directed to children, and we do not knowingly collect personal information from children.

15. Third-party links

The Site may link to services we do not control. Their privacy notices apply when you use those services. We are not responsible for their independent privacy practices.

16. Changes to this notice

We may update this notice to reflect changes in law, technology, providers or our practices. The latest version will appear on this page with its update date. If a change materially affects how we use existing information, we will take reasonable steps to bring it to the attention of affected people where required.

17. Contact us

For privacy questions or requests:

London Coffee Cups Limited
Company number: 15758931
Registered office: Unit 25, 12 Horn Lane, London, England, SE10 0RT
Email: hello@londoncoffeecups.com