Privacy policy

Information we collect

We collect information you choose to provide, including:

• Your email address, so we can respond to you about your order.
• The recipient’s name and postal address, so we can send the letter.
• The child’s name and optional age, Christmas wishes, interests and hobbies, so we can personalise their letter.
• If you choose a personal reply to a child’s own letter, the photo of that letter you upload.
• Your choices of letters, extras and postage, and any messages you send to us.

Please only provide information about a child if you are their parent or guardian, or have permission from their parent or guardian.

How we use your information

We use your information to:

• Prepare, personalise and post the letters and extras you request.
• Read a child’s uploaded letter and write the bespoke reply you have asked for.
• Respond to questions, provide customer support and resolve order problems.
• Keep appropriate business records and meet legal, tax or accounting obligations.
• Keep the website secure and working properly.

We do not sell your personal information or use children’s details for advertising.

Our legal reasons for using it

We mainly use your information to provide the service you request and to take steps you ask us to take before an order. We may also use it for our legitimate interests in running and protecting our business, responding to enquiries and improving our service, and where necessary to comply with the law.

Your sack and uploaded letters

Your sack is saved in browser storage on your own device so that it is still there when you return. You can remove individual letters from your sack or clear the site’s stored data through your browser settings.

When you start checkout, your order details are saved securely, including personalisation, delivery addresses, extras and postage. Stripe processes your payment; we do not store your full card details. We store the payment reference and status alongside your order.

When you choose the bespoke reply option and add a photo, that photo is uploaded to our secure file storage so we can provide that service. Please do not upload anything you do not have permission to share.

Who we share information with

We only share information where needed to run our service, for example with providers that supply our website hosting, data storage, email delivery or payment services. They may only process information for the services they provide to us and must protect it appropriately.

We may also disclose information where the law requires it. Some service providers may process information outside the UK; where this happens, appropriate safeguards must be used.

How long we keep information

We keep personal information only for as long as needed to provide the service, respond to enquiries, resolve disputes and meet our legal or accounting obligations. Information stored only in your browser remains on your device until you remove it or clear your browser data.

Your rights

Depending on the circumstances, you may ask us for access to your personal information, correction of inaccurate information, deletion, restriction or transfer, or object to certain uses. You may also have the right to withdraw consent where we rely on it.

You can also complain to the UK Information Commissioner’s Office at ico.org.uk. We would appreciate the chance to resolve your concern first.

Contact us

Chardli Limited is registered in England with company number 15139902.

Registered office: Inglenook, Main Road, Nutbourne, PO18 8RR.

For privacy questions or to exercise your rights, email Chardli Limited at hey@the-writing-studio.com.