Privacy policy

Last updated: 21 August 2026

Arbora Collection (“Arbora Collection”, “we”, “us” or “our”) operates this website and online store.

We are committed to protecting your privacy and handling your personal information responsibly and transparently.

This Privacy Policy explains how we collect, use, store and share your personal information when you visit our website, make a purchase, contact us, sign up to receive marketing communications or otherwise interact with Arbora Collection.

Our online store is powered by Shopify, which provides the ecommerce platform that enables us to offer our products and services to you.

For the purposes of applicable UK data protection law, Arbora Collection is the data controller of the personal information described in this Privacy Policy, except where another organisation acts as a separate controller as explained below.

1. Personal Information We Collect

“Personal information” means information that identifies you or can reasonably be linked to you.

Depending on how you interact with us, we may collect the following information.

Contact and delivery information

This may include:

  • your name;
  • billing address;
  • delivery address;
  • email address;
  • telephone number; and
  • delivery instructions or access information you provide to us.

Order and transaction information

This may include:

  • products you view or purchase;
  • items added to your basket;
  • order history;
  • returns, exchanges and cancellations;
  • transaction information;
  • delivery information;
  • warranty or after-sales information; and
  • communications relating to your order.

Payment information

Payments made through our website are processed by Shopify and/or third-party payment providers.

We may receive information such as:

  • payment method;
  • payment status;
  • transaction reference;
  • payment confirmation; and
  • other information necessary to process or manage your transaction.

Complete payment card details may be collected and processed directly by Shopify or our payment service providers. We do not necessarily receive or store your complete debit or credit card details.

Account information

If customer accounts are available and you choose to create one, we may process information such as:

  • your name;
  • email address;
  • login information;
  • account preferences;
  • saved addresses; and
  • order history.

Communications with us

We collect information you provide when you contact us, including through email, contact forms, telephone calls or customer service enquiries.

This may include information relating to:

  • product enquiries;
  • orders;
  • deliveries;
  • returns;
  • cancellations;
  • damaged or missing items;
  • complaints;
  • warranty claims;
  • replacement parts; and
  • other customer support matters.

Device and website information

When you visit our website, certain information may be collected automatically, including:

  • IP address;
  • browser type;
  • device information;
  • operating system;
  • network information;
  • unique device identifiers; and
  • information about how you interact with and navigate our website.

Some of this information is collected through cookies and similar technologies.

2. How We Collect Personal Information

We may collect personal information:

  • directly from you, for example when you place an order, contact us, sign up for marketing or provide information through our website;
  • automatically, through your use of our website and through cookies and similar technologies;
  • from Shopify and our service providers, where they process information in connection with our website, orders, payments and services;
  • from suppliers, fulfilment partners and delivery companies, for example where they provide us with an update about your delivery or order;
  • from payment providers, for example to confirm whether a payment has been successfully processed; and
  • from other third parties, where permitted by law.

3. How and Why We Use Your Personal Information

We only use personal information where we have a lawful basis to do so.

Depending on the circumstances, we may rely on performance of a contract, compliance with a legal obligation, our legitimate interests or your consent.

Processing and fulfilling your order

We use your personal information to:

  • process and confirm your order;
  • arrange payment;
  • communicate with you about your purchase;
  • provide order updates;
  • arrange fulfilment and delivery;
  • manage cancellations, returns or refunds;
  • deal with missing or damaged items; and
  • provide associated customer service.

Our lawful basis for this processing is generally that it is necessary to perform our contract with you or to take steps at your request before entering into a contract.

Delivery and fulfilment

Pergolas and other outdoor-living products may require specialist, palletised or large-item delivery.

We may therefore use and share relevant information, including your name, address, telephone number, email address, order details and delivery instructions, where reasonably necessary to:

  • prepare your order;
  • dispatch your order;
  • arrange a delivery date;
  • provide delivery notifications;
  • discuss delivery access;
  • contact you regarding delays or delivery problems;
  • complete your delivery; and
  • resolve delivery-related issues.

Our lawful basis is generally performance of our contract with you.

Customer service and enquiries

We use your information to respond to:

  • product questions;
  • availability enquiries;
  • delivery enquiries;
  • customer service requests;
  • complaints; and
  • other communications.

Where your enquiry concerns a potential or existing purchase, our lawful basis may be taking steps at your request before entering into a contract or performing our contract with you.

In other circumstances, we may rely on our legitimate interests in providing good customer service and operating our business effectively.

Warranties and after-sales support

We may process your personal information in connection with:

  • warranty claims;
  • faulty products;
  • damaged products;
  • replacement components;
  • product support;
  • installation-related enquiries; and
  • other after-sales matters.

Where necessary, relevant information may also be shared with the applicable supplier, manufacturer, distributor or service provider so that the issue can be investigated and resolved.

Our lawful basis may be performance of our contract with you, compliance with our legal obligations, or our legitimate interests in providing customer support and resolving product issues.

Security and fraud prevention

We may use personal information to:

  • protect our website and systems;
  • detect and prevent fraudulent transactions;
  • investigate suspicious activity;
  • protect our customers;
  • protect our legal rights; and
  • prevent misuse of our services.

We generally rely on our legitimate interests in protecting our business and customers, and in some circumstances on our legal obligations.

Business administration and legal requirements

We may process and retain certain information where necessary to:

  • maintain accounting and tax records;
  • comply with legal and regulatory requirements;
  • respond to lawful requests from authorities;
  • enforce our terms and policies;
  • resolve disputes; and
  • establish, exercise or defend legal claims.

Our lawful basis is generally compliance with a legal obligation and/or our legitimate interests in protecting and administering our business.

Improving our website and business

We may use information about how customers interact with our website and services to:

  • understand website performance;
  • improve navigation and usability;
  • understand which products and content are of interest;
  • improve our services and customer experience; and
  • analyse general business performance.

Where information is not anonymous, we generally rely on our legitimate interests in improving and operating our business, or consent where this is required for the use of cookies or similar technologies.

4. Marketing

We may send you information about Arbora Collection products, services, offers, guides or other updates where:

  • you have consented to receive marketing communications; or
  • we are otherwise permitted to do so by law, including where the applicable requirements for marketing to existing customers are satisfied.

We will not treat placing an order as unrestricted consent to receive marketing from us.

Where we rely on the existing-customer marketing rules, marketing will relate to our own similar products or services and you will be given an appropriate opportunity to opt out.

You can unsubscribe from marketing emails at any time by using the unsubscribe link included in our emails or by contacting us.

Withdrawing from marketing will not prevent us from sending service messages that are necessary in connection with an order, delivery, warranty claim, account or other transaction with us.

5. Cookies and Similar Technologies

We and our service providers may use cookies and similar technologies when you visit our website.

These technologies may be used to:

  • enable essential website functionality;
  • keep the website secure;
  • remember your preferences;
  • maintain your shopping basket;
  • enable checkout;
  • understand how visitors use our website;
  • measure website performance; and
  • where you have provided the required consent, measure or personalise advertising and marketing.

Where required by law, non-essential cookies and similar technologies will not be used until you have provided the appropriate consent.

You can manage your preferences through the cookie consent controls available on our website.

You can also adjust cookie settings through your browser, although disabling certain essential cookies may affect how our website functions.

Further information may be provided in our Cookie Policy and/or cookie preference centre.

6. How We Share Personal Information

We do not disclose personal information unnecessarily.

We may share personal information with the following categories of organisations where reasonably necessary for the purposes described in this Privacy Policy.

Shopify

Our online store is hosted by Shopify.

Shopify processes personal information in order to provide and improve the ecommerce services that enable us to operate our website and online store.

More information about how Shopify processes customer information is available in Shopify's Consumer Privacy Policy:

https://www.shopify.com/legal/privacy/app-users

Shopify's privacy portal is available at:

https://privacy.shopify.com/

Payment providers

We may share or allow payment-related information to be processed by Shopify Payments and/or other payment service providers used on our website.

These providers process information as necessary to authorise, process and manage payments.

Suppliers, manufacturers and fulfilment partners

Some orders may be prepared, stored, dispatched or otherwise fulfilled with the assistance of third-party suppliers, manufacturers, distributors, warehouses or fulfilment partners.

Where necessary to fulfil an order or provide associated support, we may provide them with relevant information such as:

  • your name;
  • delivery address;
  • telephone number;
  • email address;
  • products ordered;
  • order reference;
  • delivery instructions; and
  • other information reasonably necessary to fulfil the order or resolve an associated customer service or warranty matter.

We only share information that is reasonably necessary for the relevant purpose.

Delivery and logistics companies

We may provide delivery companies and logistics providers with information necessary to deliver your purchase.

This may include:

  • your name;
  • delivery address;
  • telephone number;
  • email address;
  • delivery instructions;
  • order information; and
  • details relevant to delivery access or scheduling.

The delivery company may contact you directly in connection with your delivery.

Professional and technology service providers

We may use third parties to provide services such as:

  • website hosting;
  • ecommerce technology;
  • email services;
  • customer support technology;
  • analytics;
  • cloud storage;
  • accounting;
  • fraud prevention;
  • IT support;
  • marketing; and
  • professional legal, financial or business advice.

These organisations may process personal information only where appropriate to provide their services.

Business transfers and legal requirements

We may also disclose personal information where reasonably necessary:

  • in connection with the sale, restructuring or transfer of all or part of our business;
  • to comply with applicable law;
  • in response to a lawful request, court order or other legal process;
  • to enforce our contractual rights;
  • to investigate fraud or unlawful activity; or
  • to establish, exercise or defend legal claims.

7. Our Relationship With Shopify

Our Services are hosted by Shopify, which collects and processes personal information relating to your access to and use of our online store in order to provide its services.

Information submitted through our store may therefore be transmitted to and processed by Shopify and other service providers in countries outside the United Kingdom.

Shopify may also process information in its own capacity for certain features and services.

Where Shopify is independently responsible for its processing of your personal information, its own privacy terms will apply.

You can find further information through Shopify's Consumer Privacy Policy and Privacy Portal:

https://www.shopify.com/legal/privacy/app-users

https://privacy.shopify.com/

8. International Transfers

Some of the organisations that provide services to us, including Shopify and certain technology providers, may process or store personal information outside the United Kingdom.

Where personal information is transferred outside the United Kingdom, we will take appropriate steps as required by applicable data protection law.

This may include relying on:

  • a UK adequacy decision;
  • recognised contractual safeguards;
  • the UK's International Data Transfer Agreement;
  • the UK Addendum to approved Standard Contractual Clauses; or
  • another transfer mechanism permitted under applicable law.

9. How Long We Keep Your Information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected and to meet our legal, accounting and business obligations.

The period for which we retain information will depend on factors such as:

  • whether you have placed an order with us;
  • whether an account remains active;
  • the applicable warranty period;
  • whether customer support is ongoing;
  • legal and regulatory record-keeping requirements;
  • tax and accounting requirements;
  • whether information is required in connection with a dispute or potential legal claim; and
  • the purpose for which the information was originally collected.

Order and transaction records may therefore be kept for longer than general website enquiries or marketing information.

Where information is no longer required, we will delete, anonymise or otherwise securely dispose of it where appropriate.

10. Security

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

  • unauthorised access;
  • misuse;
  • loss;
  • alteration;
  • disclosure; and
  • destruction.

However, no method of transmitting or storing information is completely secure and we cannot guarantee absolute security.

You should avoid sending sensitive or confidential information through unsecured communication channels where this is not necessary.

If you create an account with us, you are responsible for keeping your login details confidential.

11. Your Data Protection Rights

If UK data protection law applies to you, you may have rights in relation to your personal information.

Depending on the circumstances, these may include the following.

Right of access

You may ask us for confirmation of whether we process your personal information and request a copy of the information we hold about you.

Right to rectification

You may ask us to correct inaccurate or incomplete personal information.

Right to erasure

In certain circumstances, you may ask us to delete your personal information.

This right is not absolute and we may need to retain certain information where we have a lawful reason to do so, including legal, tax, accounting or contractual requirements.

Right to restrict processing

In certain circumstances, you may ask us to restrict the way we process your personal information.

Right to object

You may have the right to object to certain processing, including processing based on legitimate interests and the use of your personal information for direct marketing.

Right to data portability

In certain circumstances, you may have the right to receive personal information you have provided to us in a structured, commonly used and machine-readable format and to have that information transferred to another organisation.

Right to withdraw consent

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

Withdrawal of consent does not affect the lawfulness of processing that took place before consent was withdrawn.

You can also unsubscribe from marketing communications at any time.

12. Exercising Your Rights

To exercise your data protection rights, please contact us using the details at the end of this Privacy Policy.

We may need to ask for information to verify your identity before processing a request.

We will respond within the period required by applicable data protection law.

Your rights may be subject to exemptions or limitations under applicable law.

You will not be treated unfairly or discriminated against for exercising your data protection rights.

13. Third-Party Websites

Our website may contain links to websites, platforms or services operated by third parties.

We are not responsible for the privacy, security or content of third-party websites that we do not control.

If you follow a link to another website, we recommend reviewing that organisation's privacy notice before providing personal information.

The inclusion of a link on our website does not necessarily constitute an endorsement of the relevant third party.

14. Complaints

If you have concerns about how we collect or use your personal information, we would appreciate the opportunity to address them directly.

Please contact us using the details below.

If you are located in the United Kingdom, you also have the right to complain to the Information Commissioner's Office (ICO), the UK's independent data protection regulator.

Information about making a complaint can be found on the ICO website:

https://www.ico.org.uk/

15. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect:

  • changes to our business;
  • changes to our website or services;
  • new suppliers or service providers;
  • changes in the way we process personal information; or
  • legal or regulatory requirements.

When we make changes, we will publish the updated Privacy Policy on this website and update the “Last updated” date at the top of the policy.

Where required by law, we will provide additional notice of material changes.

16. Contact Us

If you have any questions about this Privacy Policy, our privacy practices or your personal information, or you would like to exercise your data protection rights, please contact us at:

Arbora Collection
Email: sales@arboracollection.co.uk

For the purposes of applicable UK data protection law, the relevant Arbora Collection legal entity identified above is the data controller of your personal information.