Privacy policy

Privacy Policy

Last updated: 15 July 2026

This Privacy Policy explains how Emi and Koa Ltd (“Emi & Koa”, “we”, “us” or “our”) collects, uses, stores and shares your personal information when you visit www.emiandkoa.com (the “Site”), place an order, contact us or otherwise use our services.

1. Who we are

Emi and Koa Ltd is the data controller responsible for the personal information described in this Privacy Policy.

Company name: Emi and Koa Ltd
Registered address: 3rd Floor, 45 Albemarle Street, Mayfair, London, England, W1S 4JL
Email: hello@emiandkoa.com
Website: www.emiandkoa.com

Please contact us using the details above if you have any questions about this Privacy Policy or how we handle your personal information.

2. Personal information we collect

The personal information we collect depends on how you interact with our Site and services.

Information you provide to us

When you place an order, contact us, subscribe to marketing emails or leave a review, we may collect:

Your name
Billing address
Delivery address
Email address
Telephone number
Order details and purchase history
Personalisation details you provide for an order
Messages, enquiries and other correspondence
Marketing preferences
Review content, ratings, photographs or videos you choose to submit
Information required to process returns, refunds or customer-service requests

You can check out as a guest and do not need to create a customer account to place an order.

Payment information

Payments are processed securely by our payment service providers. Depending on the payment method you select, this may include:

Shopify Payments
PayPal
Apple Pay
Google Pay
Shop Pay

We do not directly store your complete payment-card details. Your payment provider processes this information in accordance with its own privacy policy and security procedures.

Information collected automatically

When you visit or use our Site, certain information may be collected automatically, including:

Your IP address
Device and browser information
Operating system
Time zone and approximate location
Pages and products viewed
Search terms
Referring website
How you navigate and interact with the Site
Shopping-basket and checkout activity
Cookie and similar technology information

We use Shopify’s built-in analytics and visitor statistics to understand how customers use our Site and to help us improve our products, services and website experience.

3. How we collect your information

We may collect personal information:

Directly from you when you place an order, contact us, subscribe to emails or submit a review
Automatically when you browse or interact with our Site
From Shopify and payment providers when they process your order
From delivery providers in connection with the delivery of your order
From Judge.me when you submit or respond to a review request
From other service providers that help us operate our business

4. How we use your personal information

We may use your personal information to:

Process and fulfil your order
Take and manage payments
Create and send order confirmations, invoices and delivery updates
Arrange delivery of your order
Provide personalised or made-to-order products
Communicate with you about your order
Respond to questions, complaints and customer-service requests
Process returns, refunds or replacements
Detect, investigate and prevent fraud or misuse
Maintain business, tax and accounting records
Improve our Site, products and customer experience
Understand Site traffic and customer behaviour through Shopify Analytics
Send marketing emails where permitted
Send post-purchase review requests through Judge.me
Display customer reviews and ratings
Comply with our legal and regulatory obligations
Establish, exercise or defend legal claims
Protect our business, customers and legal rights

5. Our lawful bases for processing

Under UK data-protection law, we must have a lawful basis for using your personal information.

Depending on the circumstances, we rely on the following lawful bases:

Contract

We process your information where necessary to enter into or perform our contract with you. This includes processing your order, taking payment, arranging delivery and handling customer-service matters.

Legal obligation

We process certain information where necessary to comply with legal obligations, including tax, accounting, fraud-prevention and consumer-protection requirements.

Legitimate interests

We may process your information where it is necessary for our legitimate business interests, provided those interests do not override your rights and freedoms.

These interests may include:

Operating and improving our business
Providing effective customer support
Understanding how our Site is used
Protecting our Site and preventing fraud
Maintaining accurate business records
Requesting feedback about your purchase
Establishing or defending legal claims

Consent

We rely on your consent where required, including for certain marketing communications and non-essential cookies or similar technologies.

You may withdraw your consent at any time. Withdrawing consent will not affect the lawfulness of processing carried out before consent was withdrawn.

6. Orders and delivery

We use the personal information you provide at checkout to process and deliver your order.

We may share relevant information, such as your name, delivery address, email address, telephone number and order details, with delivery providers where necessary to deliver your order or provide tracking updates.

Delivery providers process personal information in accordance with their own privacy policies.

Please ensure that the information supplied at checkout is complete and accurate. We are not responsible for delays or delivery issues caused by incorrect information provided by the customer.

7. Marketing communications

Where you have subscribed or otherwise agreed to receive marketing, we may use Shopify Email to send you information about:

New products
Seasonal collections
Promotions and discount codes
Business news
Restocks and other updates

We will only send electronic marketing where we have a lawful basis to do so.

You can unsubscribe at any time by:

Selecting the unsubscribe link at the bottom of a marketing email; or
Contacting us at hello@emiandkoa.com

Unsubscribing from marketing will not stop essential service messages relating to an existing order.

We may retain a limited record of your email address and unsubscribe preference to ensure that we continue to respect your request.

8. Customer reviews and Judge.me

We use Judge.me to collect, manage and display customer ratings and reviews.

After you place an order, limited information relating to your purchase may be shared with Judge.me so that it can send you a review request. This information may include:

Your name
Email address
Order number
Product purchased
Order date

Leaving a review is voluntary.

When submitting a review, you may choose to provide a rating, written comments, photographs or videos. Your review, rating, display name and any media you submit may be published on our Site.

Your email address will not normally be displayed publicly alongside your review.

Judge.me processes personal information in accordance with its own privacy policy, available at Judge.me Privacy Policy.

Please do not include sensitive personal information or information about another person in a public review.

You can contact us at hello@emiandkoa.com if you would like to ask about a review or request that content you submitted is amended or removed. Some information may need to be retained where legally required or necessary to resolve a dispute.

9. Customer communications and Zoho Mail

We use Zoho Mail to send and receive business emails, including customer enquiries, order-related communications and customer-service messages.

When you contact us by email, your name, email address, message and any information you choose to include may be processed and stored through Zoho’s systems.

Zoho processes personal information in accordance with its own privacy practices. You can read more at Zoho Privacy Policy.

10. Shopify

Our online store is hosted and powered by Shopify.

Shopify provides the ecommerce platform that enables us to display products, process orders, manage payments, provide checkout services, send certain communications and analyse store activity.

Shopify may process information about customers and Site visitors on our behalf or for its own purposes, depending on the service involved.

You can read more about how Shopify processes consumer information at Shopify Consumer Privacy Policy.

We use Shopify’s built-in analytics and visitor statistics to help us understand matters such as:

The number of visitors to our Site
Which pages or products are viewed
How visitors reach and navigate the Site
Sales and conversion information
General device, browser and location information

We do not currently use Google Analytics, the Meta/Facebook Pixel, Pinterest Tag, TikTok Pixel, Microsoft Clarity or Hotjar on our Site.

11. Sharing personal information

We may share personal information with trusted service providers where necessary to operate our business and provide our services.

These may include:

Shopify, which hosts and powers our online store
Shopify Email, which is used for marketing communications
Shopify Payments and other payment providers
PayPal
Apple Pay
Google Pay
Shop Pay
Judge.me, which provides review collection and display services
Zoho Mail, which provides business email services
Delivery and postal providers
Professional advisers, including accountants, insurers or legal advisers
IT, website, security and technical-support providers
Government bodies, regulators, law-enforcement agencies or courts where legally required

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

We may also disclose personal information:

To comply with applicable laws or legal requests
To enforce our agreements and policies
To detect or prevent fraud
To protect our rights, property, customers or others
In connection with a sale, merger, restructuring or transfer of all or part of our business

We do not sell your personal information for monetary payment.

12. Cookies and similar technologies

Cookies are small files placed on your device when you visit a website. Similar technologies may include pixels, local storage, tags and scripts.

We and our service providers may use these technologies to:

Operate the Site
Remember the contents of your basket
Enable checkout and payment functions
Maintain security
Remember language, currency or location preferences
Understand Site performance and usage
Support Shopify Analytics
Provide review functionality
Remember your privacy choices

Essential cookies

Some cookies are strictly necessary for the Site to function. These may be used without consent where permitted by law.

For example, essential cookies may be needed to:

Keep products in your basket
Enable checkout
Process payments
Maintain Site security
Prevent fraud
Remember your privacy settings

Analytics and other non-essential cookies

Analytics and other non-essential technologies help us understand how the Site is used and improve its performance.

Where consent is legally required, these technologies should only be used after you have provided your consent.

You can also manage or delete cookies through your browser settings. Blocking certain cookies may affect how the Site functions, and some features may no longer work correctly.

You can find more general information about Shopify’s use of cookies at Shopify Cookie Policy.

13. International transfers

Some of our service providers operate or store information outside the United Kingdom.

This means that your personal information may be transferred to and processed in countries outside the UK, including countries that may have different data-protection laws.

Where required, we and our service providers use appropriate safeguards for international transfers. These may include:

UK adequacy regulations
The UK International Data Transfer Agreement
The UK Addendum to the European Commission’s Standard Contractual Clauses
Other lawful transfer mechanisms

Further information about relevant safeguards may be available directly from the service provider concerned.

14. Data retention

We retain personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy.

The length of time we retain information depends on factors including:

The nature of the information
Why it was collected
Whether it is needed to provide a service
Legal, tax and accounting requirements
Fraud-prevention and security requirements
Whether there is an ongoing complaint, dispute or legal claim

Order and transaction records may be retained for the period required under applicable tax and accounting laws.

Customer-service correspondence may be kept for as long as necessary to resolve the matter and maintain appropriate business records.

Marketing information is generally retained until you unsubscribe or withdraw your consent, although we may keep a limited suppression record to ensure that we respect your request.

Reviews may remain published until they are removed by us, Judge.me or at your request, subject to any legal or legitimate reason for retaining them.

When personal information is no longer required, we will delete it, anonymise it or securely dispose of it where reasonably possible.

15. Data security

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

Unauthorised access
Loss
Misuse
Alteration
Disclosure
Destruction

Our Site uses secure technology provided by Shopify, and payments are processed through established payment providers.

However, no method of transmitting or storing information electronically is completely secure. We therefore cannot guarantee absolute security.

You are responsible for keeping any payment accounts or third-party service credentials you use secure.

16. Children’s privacy

Our products may include items designed for or suitable for children, but our Site and online purchasing services are intended for adults.

Orders for children’s products should be placed by a parent, guardian or other responsible adult.

We do not knowingly collect personal information directly from children under the age of 13. If you believe that a child has provided personal information to us without appropriate permission, please contact us at hello@emiandkoa.com so that we can investigate and, where appropriate, delete it.

Please do not provide unnecessary personal information about a child when placing a personalised order.

17. Your data-protection rights

Depending on the circumstances and applicable law, you may have the right to:

Access

Ask for confirmation of whether we process your personal information and request a copy of that information.

Rectification

Ask us to correct inaccurate or incomplete personal information.

Erasure

Ask us to delete your personal information in certain circumstances.

Restriction

Ask us to restrict how we use your personal information in certain circumstances.

Data portability

Ask to receive certain personal information in a structured, commonly used and machine-readable format or have it transferred to another provider where technically feasible.

Object

Object to processing based on our legitimate interests in certain circumstances.

You have the right to object at any time to the use of your personal information for direct marketing.

Withdraw consent

Withdraw your consent at any time where we rely on consent to process your information.

Complain

Raise a concern with us or lodge a complaint with the Information Commissioner’s Office.

These rights are not absolute and may be subject to legal conditions or exemptions.

To exercise your rights, contact us at:

Email: hello@emiandkoa.com
Address: Emi and Koa Ltd, 3rd Floor, 45 Albemarle Street, Mayfair, London, England, W1S 4JL

We may need to request information to confirm your identity before responding. We will normally respond within the time required by applicable law.

You will not usually have to pay a fee. However, we may charge a reasonable fee or refuse a request where permitted by law, including where a request is manifestly unfounded or excessive.

18. Complaints

Please contact us first if you have concerns about how we use your personal information. We will do our best to investigate and resolve your concern.

You also have the right to complain to the UK Information Commissioner’s Office:

Information Commissioner’s Office
Website: www.ico.org.uk
Telephone: 0303 123 1113

19. Third-party websites

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

We are not responsible for the privacy, security or content of third-party websites. We recommend reviewing their privacy policies before providing them with personal information.