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Privacy policy

At Nielanell we take your privacy seriously.

We will update our privacy policy from time-to-time, so please check back.

This policy supplements other policies and notices that we provide and should be read together with them.


Your personal data

You may request a copy of your data that we store, and request that it is edited or deleted (where it is no longer necessary to retain it for record keeping and legal reasons).

We will respond to your request 30 days, unless the request is particularly complicated. There is no charge for a request, unless the data that you require is particularly detailed, or the requests repetitive.

Our services are not intended to be used by persons under the age of 16. We do not knowingly collect personal data from those under the age of 16.


Consent

In accepting this privacy policy you give your consent for your data to be collected, stored and processed as described below.

Contact details

To make an enquiry or to make a complaint, or if you would like further information about data protection at Nielanell, please get in touch:

info@nielanell.com
01950 431516 

Data Controller
Cliff Cottage Ltd
Cliff Cottage
Hoswick
Sandwick
Shetland 
ZE2 9HL

Nielanell is the trading name of Cliff Cottage Ltd (company registered in Scotland: SC779989), the registered address of the business is as above. Cliff Cottage Ltd is the data controller for the business.

For other, day-to-day enquiries our postal address is:
Nielanell
Tigh na bruich
Hoswick
Sandwick
Shetland
ZE2 9HL


The personal data that we collect, store and process

  • If you make a purchase online we will collect your name, shipping and billing address details, telephone number, email address and any particulars relating to your order.
  • If you make a purchase online, your IP address will be collected for security purposes.
  • We do not collect or store credit card details from online purchases: these are handled securely by Shopify payments (or by PayPal, Apple Pay, G-Pay, Shop or other external options available at checkout).
  • If, as part of an enquiry or in follow up to an order, you share photographs or video with us we will store these as part of the order process. We will treat these images as personal data, unless you give your consent for us to use or share them (we share customers images in our marketing, including on our website or social media, only when we have permission from the customer).
  • If you make a purchase in person, or by telephone, we will store any information needed for our sales records, or to process special orders.
  • If you get in touch with us in person, by telephone, by email or by using social media we will store the details necessary to respond to your enquiry.
  • If you join our mailing list, or enter a competition, we will store the details you provide including your name, email address and particulars relating to the competition or list. We use the email service Campaign Monitor, which allows us to send newsletters and track user engagement – please see below for Privacy Policies of our providers.
  • We use providers of further services, such as market research surveys. These are also detailed below.
  • If you take part in one of our surveys, we will collect data particular to that survey.
  • If you are participating in a workshop or class we will collect your contact details in order to provide you with updates and information (these details may be collected via a third party).
  • If you have made a booking for studio tour or another special visit, we will store your details in order to provide you with updates and information.


Cookies

  • Some cookies are necessary for our website to function. Others are used for tracking and statistical purposes.
  • We provide visitors to the website with the option to opt out of non-essential cookies.
  • We track visits to our website using Google Analytics, which uses cookies – please see below for Privacy Policies of our providers.
  • Shopify, which is our ecommerce and website provider uses cookies to track visits and provide users with a better experience. Some Shopify cookies are necessary in order for the website to work properly. See below for Shopify Privacy and Cookie Policies.
  • We will not ask for, or collect, any data that is supplementary to requirements for these purposes. 

Purposes for which we may use or process your personal data

We will only use your data for limited purposes. These may include:

  • Internal sales record keeping.
  • Fraud prevention and security.
  • Business planning.
  • Providing you with goods and services.
  • Marketing emails and invitations where you have given consent.

How we collect your personal data

  • Directly, when you get in touch with us or make an enquiry about our goods and services in person, by telephone, by email or by other means including our social media channels.
  • When you make a purchase from us via the telephone.
  • When you sign up to receive marketing communications, giving your consent for us to get in touch.
  • When you take part in a competition or survey.
  • When you make a purchase from our website.
  • Customers of the online shop will only receive marketing communications if they have opted in to our mailing list. Otherwise, communications will be restricted to correspondence regarding specific purchases.
  • When you sign up for one of our classes or workshops.
  • When we receive your data from a third party event organiser through which you have booked an event that we are providing or hosting e.g. a workshop or class listed as part of a festival or wider programme of events.
  • When you make a purchase on the website: through our website provider, Shopify, we collect IP addresses as part of the Shopify security and fraud prevention process.

Why we process your personal data

  • To provide you with goods and services.
  • To distribute marketing materials including e-marketing.
  • To provide you with the best and most secure experience.
  • To help us with business planning.

Sharing of your data

In order to provide you with services, we ourselves use service providers with whom your data may have to be shared and processed. Any UK-based third-parties will process your data solely for the purposes that you provided it, and will do so under strict confidentiality, and in accordance with UK law.

Service providers include those required to administrate and host our website, marketing systems, accountancy systems and IT systems. We also make use of professional advisers in legal, accountancy, banking, insurance and marketing services, plus - where legally obliged to do so – regulatory bodies and HMRC. 


We use services provided by the following companies registered outside the UK: Shopify to provide our website and online shop (in addition, we use some Shopify apps); Campaign Monitor to send news and marketing emails; Google Analytics; Google Workspace and Gmail; Survey Monkey for polls and surveys. Please see below for the privacy policies of these organisations.


All transactions in the online shop are processed via Shopify (or by PayPal, Apple Pay, G-Pay, Shop or other providers, if you choose one of these options): we have no access to credit card details of online customers.

We also use Royal Mail, including business services, to send orders.

We may merge with, acquire another business or change our ownership. In this case, new owners may use your data as described in this policy.

External and third-party links

We cannot be responsible for the content or privacy settings of any applications, websites or embedded external content that we link to from our website or in any other communications.

Third parties may collect or share your data; please read their privacy policies.

Security of your personal data

We keep your data secure to the best of our abilities. Access to your personal data is restricted to those with a business need to know (employees, agents, service providers, contractors and regulators).

We will notify you of any breach.

  • Please do not send us any sensitive personal data (e.g. payment details) via unsecure channels.
  • You are responsible for your online customer account: please keep your account details secure and private.

Use of photographs

We endeavour to obtain appropriate consent from any person who may appear in a photograph on our website and in other marketing materials.

If we are using a photograph of you that you believe you did not give consent for us to use, please get in touch and we will remove it.

Opting out of marketing

We only send direct marketing to those who have opted in to receive it.

If you no longer wish to receive marketing from us, you can opt out at any time:

  • You’ll find an unsubscribe option in every marketing email that we send.
  • Using the contact details at the top of this policy, you can also request that we remove you from our mailing list.
  • If you hold an account with our online store, you can also manage your marketing preferences within your account profile.

Data Retention

The retention policy for personal data, as detailed below, is effective from 19 June 2026.

  • We do not hold your data for longer than we need it.
  • Some data that we hold is subject to legal retention requirements.
  • We periodically monitor the data that we hold and make deletions as necessary.

Examples:

Ordering from Nielanell

  • If you purchase an item from us, and we collect personal data, we will hold this data for 6 years plus the current financial year. After this, order details will be anonymised. If any legal obligations require us to retain this data for longer, we will do so.
  • If you have a customer account with us this will be anonymised 6 years plus the current financial year after the latest order your made.
  • If you wish to edit the details in your customer account, you can login and manage your account on our website.

Applying for a job at Nielanell

  • If you apply for a job with us, and are unsuccessful in your application, we will delete your personal data when statutory limits have passed.
  • If you give your consent for us to keep your CV on file it will be kept for a year.

We can delete personal data earlier than the above schedule on request, within legal obligations.

How to make an enquiry or complaint about your data

If you wish to make an enquiry or a complaint about your data, please use the contact details at the top of this notice.

We will:

  • Acknowledge your enquiry or complaint within 30 days of receipt.
  • Keep you up to date through the process of enquiry or investigation.
  • Conclude the enquiry as quickly as is possible within the scope of your request.

We may need to verify your identity to complete your request (or your authorisation and identity if acting on behalf of someone else).

If you are not satisfied with our handling of the enquiry or complaint you can contact the Information Commissioner’s Office. 


Date of last update: 19 June 2026

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