Your information
Privacy Policy
How Frame Story collects, uses, protects and retains customer information.
On this page
Information we collect
When you order or contact us, we may collect your name, email address, shipping address, order details and any personalisation information you provide.
How we use your information
We use your information to process orders, build your custom frame, communicate about your order, and improve our service.
Payment information
Payments are processed securely by our payment providers. We do not store full card details on our servers.
Photos and reference images
If you upload reference images for personalisation, we use them only to fulfill your order. We do not use customer photos in advertising or social media.
Photo retention
Customer reference photos are retained for up to 30 days after the order is dispatched, then deleted from our active order files. You may ask us to delete them earlier, although early deletion may prevent us from completing or supporting your order.
Site analytics / visit logs
We keep a limited operational visit log of front-end page views. Each entry may include the page path, external referrer, device type, the time of the visit, and — if you are logged in — your account id. IP addresses are stored only as irreversible hashes, not as raw IP addresses. Logs are retained for up to 90 days and then deleted. We do not use this log for advertising profiles or session recordings.
Data retention
We keep order and contact records as needed for legal, accounting and customer support purposes.
Your rights
You may request access to, correction of, or deletion of eligible personal information by contacting us. Some order records may need to be retained for legal, accounting, fraud-prevention, or customer support purposes.
Contact
Privacy questions: contact us.