Privacy policy

Last Updated: September 28, 2026

At Merclelondon, we respect your privacy and are committed to protecting the personal information you provide when you visit our website, browse our products, place an order, contact our customer service team, or otherwise interact with our webshop.

This Privacy Policy explains what information we may collect, why we collect it, how we use and protect it, when it may be shared with third parties, and the choices and rights available to you.

By using the Merclelondon website, you acknowledge the practices described in this Privacy Policy.

1. About Merclelondon

Merclelondon is an online women’s fashion webshop serving customers primarily in the United Kingdom.

Website: Merclelondon
Email: support@merclelondon.com
Phone: +44 203 500 7518
Warehouse / Shipping & Returns Address:
59 Beech Rd
Feltham TW14 8AH
United Kingdom

Customer Service Hours:
Monday–Friday: 09:00–17:00 GMT
Saturday–Sunday: Closed

For privacy-related questions, you can contact us using the email address above.

2. Information We Collect

Depending on how you interact with our website, we may collect different categories of information.

Information You Provide Directly

When you place an order, create an account, contact us, or otherwise interact with our store, you may provide information such as:

  • Full name

  • Billing address

  • Shipping address

  • Email address

  • Telephone number

  • Order information

  • Product selections

  • Payment-related information

  • Customer service correspondence

  • Information you voluntarily provide when contacting us

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

Order Information

When you purchase an item from Merclelondon, we collect information necessary to process and fulfil your order.

This may include:

  • Your name

  • Delivery address

  • Billing information

  • Contact details

  • Products ordered

  • Order value

  • Order number

  • Delivery information

  • Return or refund information

Payment Information

Payments are processed through payment providers such as PayPal and/or other payment services made available during checkout.

Merclelondon does not need to store your complete payment-card information on its own systems when payment is processed by an external payment provider.

Payment providers may process your information according to their own privacy policies and terms.

3. Information Collected Automatically

When you visit our website, certain technical information may be collected automatically.

This may include:

  • IP address

  • Browser type

  • Device type

  • Operating system

  • Language preferences

  • General location information

  • Pages visited

  • Products viewed

  • Referring website

  • Time and date of visits

  • Website interaction information

  • Technical information relating to website performance

This information may help us understand how visitors use our website, maintain website security, improve functionality, and provide a better shopping experience.

4. Cookies and Similar Technologies

Merclelondon may use cookies and similar technologies to operate and improve the website.

Cookies can help us:

  • Keep the shopping cart functioning

  • Remember certain preferences

  • Understand website traffic

  • Improve website performance

  • Maintain website security

  • Understand how visitors interact with our store

  • Support relevant advertising and marketing activities where applicable

Some cookies are necessary for the operation of the website, while others may be used for analytics, functionality, or marketing.

Depending on the technology and applicable requirements, you may be able to manage cookie preferences through your browser or our website's cookie controls.

Disabling certain cookies may affect some website functions.

5. How We Use Personal Information

We may use personal information for legitimate business and operational purposes, including:

Processing Orders

We use your information to:

  • Process purchases

  • Confirm orders

  • Prepare products for dispatch

  • Arrange delivery

  • Provide order updates

  • Handle returns

  • Process refunds

  • Respond to order-related questions

Customer Support

We may use your contact information to:

  • Respond to questions

  • Investigate complaints

  • Assist with delivery issues

  • Assist with returns

  • Resolve payment or order problems

  • Provide after-sales support

Website Improvement

We may use information about website usage to:

  • Improve navigation

  • Improve product presentation

  • Identify technical problems

  • Improve website functionality

  • Understand customer interactions

Fraud Prevention and Security

Information may also be used to help detect, investigate, and prevent:

  • Fraudulent transactions

  • Unauthorised activity

  • Abuse of the website

  • Security incidents

  • Other activities that could harm customers or Merclelondon

6. Legal Bases for Processing

Where applicable, we process personal information using lawful bases under applicable data-protection law.

These may include:

Contractual Necessity

We may need to process information to fulfil an order or take steps requested before entering into a contract.

For example, we need your delivery address to send your order.

Legal Obligations

We may process information where necessary to comply with applicable legal, accounting, tax, regulatory, or other obligations.

Legitimate Interests

We may process information where reasonably necessary for legitimate business interests, provided those interests do not override applicable privacy rights.

Examples can include:

  • Website security

  • Fraud prevention

  • Customer service

  • Website improvement

  • Business administration

Consent

Where consent is required, we may request it before processing information for the relevant purpose.

Where processing is based on consent, you may withdraw your consent where applicable.

7. Sharing Information With Service Providers

We may share information with trusted third parties when reasonably necessary to operate our webshop.

These may include:

  • Shopify

  • Payment providers

  • PayPal

  • Delivery and logistics providers

  • Warehouse or fulfilment providers

  • Website and technology providers

  • Analytics providers

  • Customer-support providers

  • Fraud-prevention providers

  • Professional advisers

  • Legal or regulatory authorities where required

Third parties should only receive information reasonably necessary for the relevant service or legal purpose.

8. PayPal

If you select PayPal at checkout, certain information may be provided to PayPal so that the payment can be authorised and processed.

PayPal may process information according to its own privacy practices and terms.

We recommend reviewing PayPal's applicable privacy information for details about how PayPal processes personal data.

9. International Data Transfers

Some service providers we use may process information outside the United Kingdom.

Where applicable, appropriate safeguards will be used for international transfers in accordance with applicable data-protection requirements.

10. Data Retention

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including fulfilling orders, providing customer service, maintaining business records, complying with legal obligations, resolving disputes, and enforcing agreements.

The appropriate retention period can vary depending on the type of information and the reason it was collected.

When information is no longer reasonably required, it may be securely deleted, anonymised, or otherwise disposed of in accordance with applicable requirements.

11. Data Security

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

  • Unauthorised access

  • Unauthorised disclosure

  • Loss

  • Misuse

  • Alteration

  • Destruction

However, no method of transmission or electronic storage can be guaranteed to be completely secure.

12. Your Privacy Rights

Depending on your circumstances and applicable law, you may have rights concerning your personal information.

These may include the right to:

  • Request access to personal information

  • Request correction of inaccurate information

  • Request deletion in certain circumstances

  • Request restriction of processing in certain circumstances

  • Object to certain processing

  • Request data portability where applicable

  • Withdraw consent where processing is based on consent

  • Raise a complaint with the relevant data-protection authority

Some rights are subject to legal exceptions and conditions.

13. Marketing Communications

Where applicable, we may send promotional communications when we have an appropriate legal basis to do so.

You can unsubscribe from marketing communications by following the unsubscribe instructions included in the relevant communication.

Unsubscribing from marketing communications does not necessarily stop essential transactional messages, such as order confirmations, delivery updates, or important account-related communications.

14. Children's Privacy

Our website is intended for general consumers and is not specifically directed toward children.

We do not knowingly seek to collect personal information from children where such collection is prohibited by applicable law.

If you believe a child has provided personal information to us in circumstances where it should not have been collected, please contact us.

15. Third-Party Websites

Our website may contain links to third-party websites or services.

Merclelondon is not responsible for the privacy practices, content, or security of third-party websites.

We recommend reviewing the privacy policy of any external website before providing personal information.

16. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, business practices, technology, or legal requirements.

When changes are made, the updated version will be posted on this page with a revised "Last Updated" date.

17. Contact Us

If you have questions about this Privacy Policy or how your information is handled, please contact:

Merclelondon

59 Beech Rd
Feltham TW14 8AH
United Kingdom

Email: support@merclelondon.com
Phone: +44 203 500 7518

Customer Service Hours:
Monday–Friday: 09:00–17:00 GMT
Saturday–Sunday: Closed