Privacy Policy

Last updated: 22 July 2026

FjordNest respects your privacy and is committed to handling your personal information fairly, lawfully and securely.

This Privacy Policy explains what personal information we collect, how and why we use it, who we share it with, how long we keep it and the rights available to you.

This policy applies when you:

• Visit fjordnest.co.uk;

• Place an order with us;

• Contact our customer service team;

• Subscribe to marketing communications;

• Interact with our advertisements; or

• Otherwise provide personal information to FjordNest.

1. Who We Are

For the purposes of UK data protection law, FjordNest is the controller of the personal information described in this policy. This means that we decide how and why your personal information is used.

Business name: FjordNest
Website: fjordnest.co.uk
Email: contact@fjordnest.co.uk
Telephone: +55 11966071673
Business address: Rua José da Frota Holanda, Parque Boturussu, São Paulo, Brazil

We are based in Brazil and sell products to customers in the United Kingdom.

2. Personal Information We Collect

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

Identity information

This may include your:

• Full name;

• Account username, where applicable; and

• Order or customer identification number.

Contact information

This may include your:

• Email address;

• Telephone number;

• Billing address; and

• Delivery address.

Order and transaction information

This may include:

• Products ordered;

• Order value;

• Discounts used;

• Delivery method;

• Payment status;

• Refunds, returns and exchanges;

• Order history; and

• Correspondence relating to your purchase.

Payment information

Payments are processed by third-party payment providers.

We do not normally receive or store your complete payment card number or card security code. We may receive limited payment information, such as:

• Payment method;

• Transaction reference;

• Billing name;

• Payment status; and

• The last digits of a payment card.

Customer service information

This may include:

• Emails and messages sent to us;

• Complaint details;

• Return or refund requests;

• Photographs or videos provided as evidence of a product issue; and

• Records of telephone or customer service conversations.

Marketing and preference information

This may include:

• Whether you have agreed to receive marketing;

• Your marketing preferences;

• Your interactions with our emails;

• Products you have viewed or shown interest in; and

• Your cookie and advertising preferences.

Technical and website usage information

When you use our website, we may automatically collect information such as:

• IP address;

• Browser type and version;

• Device type;

• Operating system;

• Time zone and approximate location;

• Pages viewed;

• Links clicked;

• Referring website;

• Time spent on the website;

• Shopping basket activity; and

• Website errors or performance information.

Fraud-prevention and security information

We may collect or generate information needed to protect transactions, customers and our website, including:

• Payment risk indicators;

• Device and network information;

• Login or account activity;

• Delivery and billing address comparisons; and

• Suspected fraudulent or unauthorised activity.

We do not intentionally collect special-category personal information, such as information about your health, race, religion, political opinions or sexual orientation.

Please do not send this type of information to us unless it is strictly necessary for us to deal with a specific request.

3. How We Collect Personal Information

We may collect personal information:

Directly from you

For example, when you:

• Place an order;

• Complete a form;

• Contact customer service;

• Request a return or refund;

• Create an account;

• Subscribe to marketing; or

• Enter a promotion.

Automatically

We may collect technical and usage information through:

• Cookies;

• Pixels;

• Tags;

• Server logs; and

• Similar technologies.

From service providers and other parties

We may receive information from:

• Shopify;

• Payment providers;

• Delivery companies;

• Fulfilment partners;

• Fraud-prevention providers;

• Analytics providers;

• Advertising platforms; and

• Social media platforms where you interact with our content or advertisements.

We only use information obtained from other parties where we have a lawful reason to do so.

4. How and Why We Use Your Information

UK data protection law requires us to have a lawful basis for each way in which we use personal information.

To process and fulfil your order

We use your identity, contact, order and payment information to:

• Accept and process orders;

• Collect payment;

• Arrange fulfilment and delivery;

• Provide order confirmations and delivery updates;

• Manage returns, replacements and refunds; and

• Communicate with you about your order.

Lawful basis: Performance of a contract with you or taking steps at your request before entering into a contract.

To provide customer service

We use your contact, order and correspondence information to:

• Answer questions;

• Resolve delivery or product issues;

• Investigate complaints;

• Process returns and refunds; and

• Keep appropriate customer service records.

Lawful basis: Performance of our contract with you and our legitimate interests in providing effective customer service and resolving disputes.

To comply with legal obligations

We may use and retain information to:

• Maintain accounting and tax records;

• Respond to lawful requests from authorities;

• Exercise or defend legal claims;

• Meet consumer protection obligations; and

• Comply with data protection and other applicable laws.

Lawful basis: Compliance with a legal obligation and, where relevant, our legitimate interests in protecting our legal rights.

To prevent fraud and protect our website

We may use technical, transaction and security information to:

• Detect suspicious payments;

• Prevent fraud and unauthorised activity;

• Protect customer accounts;

• Maintain website security;

• Investigate misuse; and

• Enforce our Terms and Conditions.

Lawful basis: Our legitimate interests in protecting our customers, website and business, and compliance with legal obligations where applicable.

To operate and improve our website

We may use technical and usage information to:

• Maintain website functionality;

• Diagnose errors;

• Understand how visitors use the website;

• Improve navigation and performance;

• Develop products and services; and

• Measure the effectiveness of website content.

Lawful basis: Our legitimate interests in operating and improving our business. Where non-essential cookies or similar technologies are involved, we rely on your consent where required.

To send marketing communications

Where you have agreed to receive marketing, or where we are otherwise permitted by law, we may send:

• Product information;

• Special offers;

• Store announcements;

• Abandoned basket reminders; and

• Other promotional communications.

Lawful basis: Your consent or, where legally permitted, our legitimate interests in marketing similar products to existing customers.

You may unsubscribe at any time.

To personalise advertisements

With your consent, we may use cookies and similar technologies to:

• Show more relevant advertisements;

• Measure advertising performance;

• Build advertising audiences; and

• Understand whether an advertisement resulted in a visit or purchase.

Lawful basis: Consent.

5. When You Must Provide Personal Information

Some personal information is required for us to enter into or fulfil a contract with you.

For example, we need your name, delivery address, contact details and payment information to process and deliver an order.

If you do not provide required information, we may be unable to:

• Accept your order;

• Process your payment;

• Deliver your products;

• Provide a refund or replacement; or

• Respond fully to your request.

Providing information for marketing purposes is optional.

6. Cookies and Similar Technologies

Cookies are small files stored on your computer, smartphone or other device when you visit a website.

We may use:

Strictly necessary cookies

These cookies are required for essential website functions, including:

• Maintaining your shopping basket;

• Processing checkout;

• Remembering privacy choices;

• Preventing fraud;

• Maintaining security; and

• Enabling account or payment functions.

These cookies do not normally require consent.

Functional cookies

These cookies help remember preferences and provide additional website features.

Analytics cookies

These cookies help us understand website traffic, customer behaviour and website performance.

Advertising cookies

These cookies may be used to:

• Measure advertising campaigns;

• Display relevant advertisements;

• Limit how often advertisements are shown; and

• Understand interactions across websites and platforms.

We will request your consent before using non-essential cookies or similar technologies where consent is legally required.

You can accept, reject or manage non-essential cookies through our cookie banner or the cookie settings available on our website.

Withdrawing consent will not affect the lawfulness of processing carried out before consent was withdrawn.

Please refer to our Cookie Policy for more information about the cookies and similar technologies used on our website.

7. Marketing Communications

We may send marketing communications where:

• You have actively subscribed;

• You have otherwise given valid consent; or

• We are legally permitted to contact you about products similar to those you previously purchased.

You can stop receiving marketing communications at any time by:

• Selecting the unsubscribe link in a marketing email;

• Updating your preferences, where available; or

• Emailing contact@fjordnest.co.uk.

Unsubscribing from marketing will not prevent us from sending essential service messages relating to an order, delivery, refund, security issue or customer service request.

We may retain a limited suppression record after you unsubscribe to ensure that we respect your preference.

8. Who We Share Personal Information With

We may share personal information only where reasonably necessary and where we have a lawful basis.

Recipients may include:

Ecommerce and website providers

We use providers such as Shopify to operate our online store, host website content and process orders.

Payment providers

Payment providers may include Shopify Payments, PayPal, Apple Pay, Google Pay and other payment methods displayed at checkout.

These providers process payment and fraud-prevention information under their own privacy terms and contractual arrangements.

Suppliers and fulfilment partners

We may provide your name, delivery address, contact details and order information to suppliers or fulfilment partners that prepare and dispatch your order.

They should use this information only as necessary to fulfil the order or provide agreed services.

Delivery companies

We may share delivery details with postal services, couriers and logistics providers.

Technology and security providers

We may use providers for:

• Website hosting;

• Cloud storage;

• Email delivery;

• Customer service;

• Cybersecurity;

• Fraud prevention; and

• Technical support.

Analytics and advertising providers

With your consent where required, we may share or make information available to analytics, social media and advertising platforms.

Professional advisers

We may share information with accountants, lawyers, insurers, auditors or other professional advisers where necessary.

Authorities and legal recipients

We may disclose information where required to:

• Comply with a legal obligation;

• Respond to a lawful request;

• Prevent or investigate fraud;

• Protect a person’s safety; or

• Establish, exercise or defend legal claims.

Business transfers

If FjordNest or its assets are sold, reorganised or transferred, relevant personal information may be disclosed to prospective buyers, advisers or the organisation acquiring the business.

We do not sell your personal information in exchange for money.

9. International Transfers

FjordNest is based in Brazil, and some of our service providers, suppliers or technology partners may operate outside the United Kingdom.

As a result, personal information may be accessed, processed or stored in Brazil, the United States or other countries outside the United Kingdom.

Where UK data protection law applies to an international transfer, we take steps designed to ensure that appropriate protection is in place.

Depending on the circumstances, these protections may include:

• UK adequacy regulations;

• The UK International Data Transfer Agreement;

• The UK Addendum to approved standard contractual clauses;

• Contractual and organisational security measures; or

• Another transfer mechanism permitted by UK data protection law.

You may contact us at contact@fjordnest.co.uk to request further information about the safeguards used for relevant international transfers.

10. How Long We Keep Personal Information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected.

When determining the appropriate retention period, we consider:

• Why the information was collected;

• Whether it is still needed to provide a service;

• Legal, accounting and tax requirements;

• Limitation periods for legal claims;

• Fraud-prevention and security requirements;

• The sensitivity and volume of the information; and

• Whether the information can be anonymised.

Order, payment, refund and accounting records may generally be retained for up to six years, or longer where required by law or necessary for a legal claim.

Customer service and complaint records are retained for a reasonable period based on the nature of the issue and any legal or operational requirements.

Marketing information is retained until you unsubscribe, withdraw consent or we determine that it is no longer appropriate to continue using it.

Cookie retention periods vary according to the purpose of each cookie and are explained in our Cookie Policy or cookie settings.

When personal information is no longer required, we will delete it, anonymise it or securely restrict its use.

11. How We Protect Personal Information

We use reasonable technical and organisational measures designed to protect personal information from:

• Unauthorised access;

• Accidental loss;

• Misuse;

• Alteration;

• Disclosure; and

• Destruction.

These measures may include:

• Encrypted connections;

• Access controls;

• Password and account security;

• Secure payment providers;

• System monitoring;

• Staff or contractor confidentiality requirements; and

• Appropriate agreements with service providers.

No internet transmission or storage system can be guaranteed to be completely secure. However, we take reasonable steps to protect the information entrusted to us.

12. Automated Checks and Fraud Prevention

Our payment, ecommerce and fraud-prevention providers may use automated systems to evaluate transactions.

These systems may consider information such as:

• Payment details;

• Transaction value;

• Billing and delivery addresses;

• Device information;

• IP address;

• Previous transaction activity; and

• Indicators of suspicious behaviour.

An automated check may result in a payment being declined, an order being held for review or additional verification being requested.

We do not intend to make decisions that produce legal or similarly significant effects solely through automated processing unless the decision is permitted by law and appropriate safeguards are provided.

Where applicable, you may contact us to request human review, explain your circumstances or challenge a decision.

13. Your Data Protection Rights

Depending on the circumstances and the lawful basis used, you may have the right to:

Access your information

You may ask whether we process your personal information and request a copy of it.

Correct inaccurate information

You may ask us to correct information that is inaccurate or complete information that is incomplete.

Request deletion

You may ask us to delete personal information where there is no valid reason for us to continue keeping it.

This right does not apply where we must retain information for legal, contractual or legitimate purposes.

Restrict processing

You may ask us to temporarily restrict how we use certain information in particular circumstances.

Request data portability

Where processing is based on consent or contract and carried out by automated means, you may request certain information in a structured, commonly used and machine-readable format.

Withdraw consent

Where we rely on consent, you may withdraw it at any time.

Withdrawal does not affect processing that occurred before consent was withdrawn.

Object to processing

You may object to processing based on our legitimate interests where you believe your rights and interests outweigh our reasons for using the information.

You have the right to object at any time to the use of your personal information for direct marketing. If you object, we will stop using your information for that purpose.

Challenge certain automated decisions

Where applicable, you may have the right not to be subject to a decision based solely on automated processing that has legal or similarly significant effects.

14. Exercising Your Rights

To exercise a data protection right, email:

contact@fjordnest.co.uk

Please state which right you wish to exercise and provide enough information for us to identify the relevant records.

We may request reasonable proof of identity where necessary to protect your information from unauthorised disclosure.

We normally respond without undue delay and within one month. In certain circumstances, the response period may be extended where permitted by law.

You will not normally be charged for exercising your rights. However, a reasonable fee may be charged, or a request may be refused, where permitted by law because it is manifestly unfounded or excessive.

Some rights are subject to legal conditions and exemptions. We will explain our decision if we cannot fully comply with a request.

15. Data Protection Complaints

If you are concerned about how we have collected, used, shared, retained or protected your personal information, you may submit a data protection complaint by emailing:

contact@fjordnest.co.uk

Please use the subject line “Data Protection Complaint” and include:

• Your name;

• Your contact details;

• A description of your concern;

• Relevant dates or order numbers; and

• Any supporting documents.

We will:

• Provide a clear way for you to submit your complaint;

• Acknowledge receipt within 30 days;

• Take appropriate steps to investigate without undue delay;

• Keep you reasonably informed; and

• Tell you the outcome of our investigation.

We encourage you to contact us first so that we have an opportunity to address your concern.

You also have the right to complain to the UK data protection regulator:

Information Commissioner’s Office — ICO
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
United Kingdom

Telephone: 0303 123 1113

You can also use the complaint service available through the ICO’s official website.

Your right to contact the ICO is not affected by contacting FjordNest first.

16. Children’s Privacy

Our website and products are not directed at children under the age of 16, and customers must be at least 18 years old to place an order.

We do not knowingly collect personal information directly from children under 16.

If you believe that a child has provided personal information to us, please contact contact@fjordnest.co.uk so that we can investigate and take appropriate action.

17. Third-Party Websites

Our website may contain links to websites, applications or services operated by other organisations.

Those organisations have their own privacy policies and are responsible for how they collect and use personal information.

We encourage you to review their privacy information before providing personal data.

18. Changes to This Privacy Policy

We may update this Privacy Policy to reflect changes to:

• Our services;

• Our business practices;

• The technologies we use; or

• Applicable legal requirements.

The revised policy will be published on this page with an updated date.

Where a change materially affects how we use personal information, we will take reasonable steps to bring the change to your attention and request consent where legally required.

19. Contact Us

For privacy questions, data protection requests or complaints, please contact:

Business name: FjordNest
Website: fjordnest.co.uk
Email: contact@fjordnest.co.uk
Telephone: +44 11966071673
Business address: Rua José da Frota Holanda, Parque Boturussu, São Paulo, Brazil

Customer service hours:
Monday to Friday, 9:00 am to 5:00 pm, UK time.