Privacy Policy
Last updated:
This Privacy Policy explains what personal information Kitden collects when you visit kitden.shop or place an order, why we collect it, how we use and share it, how long we keep it and what choices you have. Kitden is the business responsible for your information: Kitden, 656 Austinville Rd, Troy, PA 16947, US. You can reach us about privacy at support@kitden.shop; we reply within 24 hours on business days. We wrote this page in plain language. If something is not clear, ask us.
Privacy at a glance
- What we collect: what you give us at checkout and in emails, the lettering you type, and basic technical data from your visit.
- Why: to make and deliver your order, answer your questions, keep the shop secure and improve it.
- We do not sell your personal information.
- Card details: handled by the payment provider, not stored by Kitden.
- Customer photos: photos you send us are deleted 30 days after delivery of the related order.
- Your choices: ask to see, correct or delete your data by emailing support@kitden.shop.
1. Information you give us
When you order
To process an order we collect your name, email address, delivery address, billing address and, if you choose to give it, a phone number for the carrier. We also record the items you ordered, the sizes and colourways, the price, the date and the order number.
Lettering fields
Lettered products include fields such as name on back, number on back, chest text and sleeve numbers. What you type in those fields is saved with your order so that we can print it exactly. Lettering is often a personal name; we use it only to make and support your order.
When you contact us
When you email us or use the Submit a Ticket form, we receive your name, email address, the content of your message and any attachments, such as photos of a damaged item or a misprinted number. We use them to answer you and resolve your request.
Account information
If you create an account, we keep your login email, a securely hashed password, your saved addresses and your order history. You can use the shop without an account by checking out as a guest.
2. Information collected automatically
Like most websites, kitden.shop receives some technical information when you visit: your IP address, browser type, device type, pages viewed, the page that referred you and the date and time of your visit. Our hosting and security services use this information to deliver pages, block abusive traffic and keep the shop running. We also use cookies, described in section 7.
The home page builder, where you can type a name and number on a drawing of a sweater, does not send or save what you type. Your text is only passed in the web address to the product page you choose, so it can be filled in there. Nothing is stored until you add a product to your cart.
3. How we use your information
| Purpose | Information used | Basis |
|---|---|---|
| Make, pack and ship your order | Order, lettering, address, email | Performing our contract with you |
| Send order and shipping emails | Email, order details | Performing our contract |
| Handle returns, refunds and support | Order, messages, photos you send | Performing our contract; legitimate interest |
| Prevent fraud and keep the shop secure | Technical data, order data | Legitimate interest; legal obligation |
| Keep business and accounting records | Order and payment records | Legal obligation |
| Improve the shop | Aggregated technical data | Legitimate interest |
| Marketing emails, only if you opt in | Consent, withdrawable at any time |
We do not use your lettering, your messages or your photos for advertising, and we do not make automated decisions about you that have legal or similarly significant effects.
4. Who we share information with
We share personal information only with service providers that help us run the shop, and only as much as each one needs:
- Production and fulfilment partners that prepare and pack your items, who receive the items, sizes, lettering and delivery address.
- Carriers and postal services in the United States, Canada, Australia and New Zealand, who receive your name, delivery address and, if provided, phone number.
- Payment providers, who process your payment under their own privacy policies. Kitden does not receive or store your full card number.
- Hosting, security and email providers, who store the website and its data and deliver our emails.
We may also disclose information when the law requires it, to protect our rights or the safety of others, or as part of a sale or reorganisation of the business, in which case the new owner would be bound by this policy. We do not sell your personal information, and we do not share it for cross-context behavioural advertising.
5. International transfers
Kitden is based in the United States, and our service providers may process data in the United States or other countries. If you order from Canada, Australia or New Zealand, your information is transferred to the United States to fulfil your order. We choose providers that protect personal information with reasonable safeguards.
6. How long we keep information
- Photos you send us (for example of a damaged item or a misprint): deleted 30 days after delivery of the related order, or after the issue is closed if that is later and you agree.
- Order and payment records: kept as long as tax and accounting rules require.
- Support emails: kept while needed to resolve your request and handle any follow-up.
- Accounts: kept until you ask us to close the account.
- Technical logs: kept for a short period for security, then deleted or anonymised.
Store credit balances are kept for as long as the credit exists; Kitden store credit never expires.
7. Cookies
Cookies are small files your browser stores. kitden.shop uses cookies that are needed for the shop to work: keeping items in your cart, remembering that you are logged in, protecting forms against abuse and completing checkout. Our caching and security services may set technical cookies too. We do not use advertising cookies. You can block or delete cookies in your browser settings, but the cart and checkout will not work without the essential ones.
8. Your rights and choices
Depending on where you live, you may have the right to:
- ask what personal information we hold about you and get a copy;
- ask us to correct information that is wrong or incomplete;
- ask us to delete your information, unless we must keep it for legal or accounting reasons;
- object to or restrict certain uses, or withdraw consent for marketing;
- receive your information in a portable format;
- complain to a privacy regulator.
To use any of these rights, email support@kitden.shop from the address linked to your order or account. We may ask you to confirm details of an order to verify your identity. We will not treat you differently for using your rights.
United States residents
Residents of states with consumer privacy laws, such as California, may ask to know, correct or delete personal information, and to opt out of sale or sharing. Kitden does not sell or share personal information as those laws define it. You may use an authorised agent to make a request.
Canada, Australia and New Zealand
Customers in Canada, Australia and New Zealand have access and correction rights under their national privacy laws. You can contact us with any request or concern, and you may also contact your national privacy regulator.
9. Marketing emails
We only send marketing emails if you choose to receive them. Every marketing email has an unsubscribe link, and you can also ask us to stop at any time. Order, shipping and support emails are not marketing; we send those because you need them for your order.
10. Security
We protect information with encrypted connections, access limited to people who need it, strong passwords and regular updates to our software. No system is completely secure, so we also keep the amount of data we hold as small as we reasonably can. If a security incident affects your personal information, we will tell you and the authorities where the law requires it.
11. Children
kitden.shop is meant for adults. We do not knowingly collect personal information from children under 13. If you believe a child has given us personal information, email us and we will delete it. Adults ordering a gift that carries a child’s first name may enter it in the lettering field; we use it only to make that order.
12. Links to other sites
Our pages may link to carrier tracking pages or payment provider pages. Those sites have their own privacy policies, and we are not responsible for how they handle information.
Lettering and names of other people
Many orders carry someone else’s name: a partner, a parent, a child, a teammate. When you type another person’s name in a lettering field, we treat it as part of your order. We use it only to print the item, to answer questions about the order and to keep our order records. We never contact the person named on a sweater, never add them to a mailing list and never use their name for anything else. If the person named on an order asks us to remove their name from our records, we will do so once the order is complete, except where we must keep records for legal or accounting reasons.
Gift orders
When you send an order to someone else, we use their name and address only to deliver it, and the carrier may send them delivery notifications. Order confirmation, shipping and support emails go to the buyer’s email address, not the recipient’s, unless you give us the recipient’s email for a delivery question. If a gift recipient contacts us, we may ask for the order number before discussing the order, to protect the buyer’s privacy.
Requests we receive by email
Because Kitden supports customers by email only, most privacy requests arrive that way. To protect you, we answer requests about an order only when they come from the email address used for that order or when the sender can confirm details that only the buyer would know, such as the order number and the delivery postcode. We never ask for passwords or full card numbers to verify identity. We aim to complete privacy requests promptly and, at the latest, within the time the law where you live allows; we will tell you if we need more time and why.
Data we do not collect
We do not ask for, and do not want, sensitive information such as government identification numbers, health information or financial account passwords. Please do not include them in messages or lettering fields. If you send something like that by mistake, tell us and we will delete it. We do not use facial recognition, precise location tracking or audio recording on kitden.shop, and the lettering preview runs in your own browser.
Do Not Track and privacy signals
Some browsers send a Do Not Track or Global Privacy Control signal. Because Kitden does not sell personal information or use advertising cookies, there is no sale or targeted advertising for those signals to switch off. We still respect them wherever our systems can read them.
13. Changes to this policy
We may update this Privacy Policy when our services or the law change. The date at the top shows the latest version. If a change significantly affects how we use information you already gave us, we will tell you by email or with a notice on the site.
14. Contact us
Questions or requests about privacy go to support@kitden.shop, or by post to Kitden, 656 Austinville Rd, Troy, PA 16947, US. We reply to emails within 24 hours on business days. Related pages: Terms of Service, Payment Methods, Help Center.