1. Who we are
Ben Lloyd, trading as Coaster Works Studio, is the data controller responsible for the personal information described in this policy. We are based in the United Kingdom.
For privacy questions or requests, email support@coasterworksstudio.com. You can also use the contact form.
Business correspondence address:
Office 21952182-184 High Street North
East Ham
London
E6 2JA
United Kingdom
This address is for correspondence. Please contact customer support before returning products.
This policy covers our website, enquiries, in-person sales and orders received from marketplaces connected to Coaster Works Manager (CWS). CWS is our internal system for managing products, orders, production, stock, postage and business records.
2. Information we collect
- Contact information: your name, email address, enquiry and any information you choose to include in correspondence.
- Order information: products, variants, SKUs, quantities, prices, delivery charges, order references, payment status, cancellations, refunds and relevant customer communications.
- Delivery information: recipient name, delivery address, and email address or telephone number where provided for order fulfilment; delivery services and tracking references.
- Marketplace information: account identifiers or usernames and order details supplied by the marketplace, where available and needed to process your purchase.
- Technical information: IP addresses, request and browser details, security logs and email-verification records used to operate and protect our services.
We receive information directly from you, from the marketplace where you placed your order, and from delivery or service providers supporting that order. Please avoid sending sensitive personal information that we do not need.
We do not collect your marketplace password or full payment-card details. Payments made through a marketplace or payment provider are handled by that provider; we receive the transaction information needed for our records.
3. How we use your information
| Purpose | Lawful basis |
|---|---|
| Respond to requested quotes, process purchases, arrange production and delivery, and handle returns or order questions. | Performance of a contract, or steps you request before entering a contract. |
| Keep tax, accounting and other records required by law. | Legal obligation. |
| Manage our business, reconcile orders and stock, resolve disputes, prevent misuse and keep our website and systems secure. | Legitimate interests in operating a reliable, secure business and protecting our customers, balanced against your rights. |
| Send optional promotional updates where you have agreed to receive them. | Consent, which you can withdraw at any time. |
Order confirmations, delivery updates and necessary support messages are service communications. Buying from us does not automatically subscribe you to marketing. We do not use marketplace buyer information for unsolicited marketing.
Some administrative tasks, such as importing orders and allocating stock, are automated. We do not use your information to make solely automated decisions with legal or similarly significant effects on you.
We need sufficient order and delivery information to fulfil a purchase. If required information is missing, we may be unable to complete the order.
4. Etsy, eBay and connected marketplaces
When you order from our shop on a connected marketplace, we may import the relevant order information into CWS to fulfil the sale, plan production, arrange postage, provide customer support and maintain business records. Our shop owner authorises the connection; we do not need your marketplace login credentials.
The eBay connection is used to obtain the order information needed to manage our own sales. It is not used to sell buyer data, build unrelated customer profiles or advertise to buyers independently of their purchase.
Each marketplace also processes information under its own privacy notice. See eBay’s privacy notice and Etsy’s privacy policy. Marketplace account deletion notifications and privacy requests are reviewed by us; they do not instantly erase every business record. We assess any information we must retain by law and address copies in our connected systems.
6. How long we keep information
We keep personal information for as long as needed for its purpose, taking account of fulfilment, returns, disputes, tax and accounting requirements, and relevant legal claim periods. We retain only the information needed where a legal obligation prevents complete deletion.
- Order and financial records: retained for applicable statutory record-keeping periods and any necessary unresolved dispute or claim.
- Enquiries and correspondence: retained while resolving the enquiry and for necessary follow-up, ongoing work or related record keeping.
- Verification and anti-abuse records: short-lived records with expiry windows appropriate to verification and rate limiting. Contact-form verification codes expire after 10 minutes; expired technical records are cleared during routine processing.
- Offline copies, exports and backups: reviewed alongside the main records. Backup copies may remain until their normal replacement or deletion cycle and are not used to resume a purpose that has ended.
Retention is reviewed against these criteria. A cancellation, refund or marketplace account deletion does not by itself remove records we still need to retain lawfully.
8. Your rights and how to contact us
Depending on the circumstances and lawful basis, you can ask to access or correct your information, request erasure, restrict processing, or receive a portable copy. You can object to processing based on legitimate interests and object to direct marketing at any time. Where we rely on consent, you can withdraw it without affecting the lawfulness of earlier processing.
Email support@coasterworksstudio.com with your request. Include enough information for us to locate the relevant records, such as an order reference. We may need to verify your identity before disclosing or changing personal information.
These rights are subject to legal conditions and exceptions, including records we must retain. We will explain any limitation that applies to your request.
You can complain to the UK Information Commissioner’s Office (ICO) through ico.org.uk/make-a-complaint. You do not need to contact us first, although we welcome the chance to resolve your concern.
9. Changes to this policy
We may update this policy as our services or connected stores change. The date at the top shows the latest revision. Where a change requires a separate notice or consent, we will provide it.
Website visitor statistics
We use first-party statistics to understand visitor numbers and approximate countries of origin so we can improve this website. Your IP address and browser user-agent are processed briefly to create a keyed identifier that changes each UTC day. We do not store the original IP address or browser details, precise location, page histories or a long-term visitor identity. The identifier is used only to avoid counting repeated visits as separate visitors on the same day, and is deleted after that day during the next hourly cleanup. We retain aggregate daily country totals for up to two years. These figures are estimates and are not linked to orders, contact enquiries or BETA applications.
We rely on our legitimate interests in understanding and improving the site for this limited statistical processing. We do not use advertising trackers or set visitor-tracking cookies. Statistics are processed within our existing Cloudflare hosting and database services. We respect Do Not Track and Global Privacy Control signals. You can also turn off these statistics in this browser below; we store that privacy preference on your device.