Privacy Policy

Last updated: 8 November 2026

Threads of Agora Ltd respects your privacy. This Privacy Policy explains what personal information we collect through toagora.co.uk, why we use it, who we share it with and your rights.

Who we are

Threads of Agora Ltd is the data controller responsible for the personal information we use to operate our online shop.

Threads of Agora Ltd
15B Regent House
Main Street
Cockermouth
Cumbria
CA13 9LE
United Kingdom

Company number: 15771360
Privacy enquiries: customerservices@threadsofagora.co.uk

For product returns, please contact returns@threadsofagora.co.uk or select Return when using our website contact form.

Information we collect

Depending on how you use our website, we may collect:

Your name, email address and telephone number.
Your billing and delivery addresses.
Customer account details, saved addresses and account preferences. If you choose Google sign-in, we also receive basic Google profile information, which can include your name, email address, profile picture and Google Account identifier.
Order details, purchase history, collection or delivery arrangements, returns and refunds.
Payment status, transaction references and limited payment-method information supplied by our payment providers.
Messages, enquiry types, order numbers and photographs you send us, including information supplied when requesting a return. Photographs can be sent by email; our contact form does not currently accept attachments.
Reviews and the name you provide when submitting a review.
Technical information such as your IP address, browser, device information and website activity.
Cookie preferences and information collected through cookies and similar technologies, as explained below and in our Cookie Policy.
Order-attribution information, such as the referring website or campaign link through which you reached our shop.

We receive information directly from you when you order, create an account, contact us or submit a review. Some technical information is collected automatically when you use the website. We also receive payment confirmations and related transaction information from payment providers, and delivery updates from delivery providers. If you choose Google sign-in, Google supplies information used to create or authenticate your customer account.

You can place an order as a guest or create an optional customer account. We need the required checkout information to process your payment and fulfil your order. If you do not provide it, we may be unable to complete your purchase.

How we use your information

To process orders, confirm payments and arrange delivery or collection.
To send order confirmations, delivery updates and collection notifications.
To prepare orders, packing lists, receipts and other fulfilment records.
To create and manage optional customer accounts, including authenticating customers who choose Google sign-in.
To answer enquiries and handle returns, refunds, complaints and payment disputes.
To manage and display product reviews.
To prevent fraud, investigate misuse and protect the security of our website and business.
To maintain business, tax and accounting records and meet our legal obligations.
To understand how customers reach and use our shop, improve its operation and measure the effectiveness of Google listings or advertising, subject to relevant privacy choices.
To remember privacy choices and provide optional services you choose to enable.
To establish, exercise or defend legal claims.

Our lawful reasons for using your information

We use personal information on the following lawful bases, depending on the purpose:

Contract: to take steps at your request before a purchase, process your order and payment, provide delivery or collection, administer your purchase and returns, and provide the customer-account service you request.
Legal obligation: to keep required financial records, meet consumer-law obligations and respond to lawful requests from authorities.
Legitimate interests: to operate and secure our business, provide customer support, manage reviews, prevent fraud, understand sales and protect our legal rights. We consider your rights and interests when relying on this basis.
Consent: for optional analytics and advertising processing where consent is required, and for optional cookies or similar technologies, including those associated with Google Analytics, Google Ads and loading the embedded Google Map.

Where we rely on consent, you can withdraw it at any time. This does not affect the lawfulness of processing carried out before you withdrew consent.

Contact forms and customer enquiries

We use Forminator, a form plugin installed on our WordPress website, to receive enquiries through our Contact & Visit Us and Returns and Refunds pages.

The form asks for your name, email address, enquiry type and message. Your telephone number and order number are optional. We use this information to understand your enquiry, identify a relevant order where applicable and respond to you. You do not need a customer account to use the form.

Required fields are marked on the form. If you prefer not to use the form, you can contact us by email instead. Please only include information relevant to your enquiry and do not send payment-card details or passwords.

Form submissions are emailed to our customer-services inbox or, when you select Return, our returns inbox. Your email address is used as the reply-to address so we can respond directly to you. A copy of your submission is also stored in our website database to help us manage enquiries and recover messages if an email is missed.

We use your enquiry information to take steps at your request before a purchase, administer an existing purchase or meet relevant legal obligations. For general enquiries, we rely on our legitimate interest in providing customer support and responding to people who contact our business.

Our form uses a hidden honeypot field to help identify and block automated spam submissions.

Submitting an enquiry does not subscribe you to marketing emails. Details of how long we retain website submissions and email correspondence are set out below.

Payments

We offer online payments through WooPayments and SumUp. WooPayments works with Stripe to process payments. The provider used depends on the payment option you select at checkout.

Payment-card details are handled by the relevant payment provider. We do not store your complete card number or card security code on our website. We receive information needed to manage your purchase, such as payment status, transaction references and limited payment-method details.

If you choose an available digital wallet, such as Google Pay, the wallet provider also processes information under its own privacy terms. Where you choose to save a payment method, the payment provider stores the payment credentials; our store may retain a reference that allows that method to be used again.

Payment providers may process contact, billing, transaction, device and fraud-prevention information. Their automated security checks may require additional verification or result in a payment being declined. Please contact us if you need help with an affected order.

Further information is available in the relevant providers’ privacy notices:

Who we share information with

We share relevant information where needed to provide our services, fulfil your requests or meet legal obligations. Recipients may include:

Payment providers: WooPayments, its processing partners including Stripe, SumUp and any digital-wallet provider you choose.
Delivery providers: Royal Mail and any other delivery provider used to fulfil your order.
Hosting and technical providers: including Namecheap EasyWP, providers supporting our WooCommerce store, and services used for website security, maintenance and business communications. Our hosting and email providers process information involved in storing form submissions and delivering enquiry emails.
Order-processing and business systems: systems used to prepare and check orders, print packing information, manage sales and maintain accounting records.
Google services: Google provides our optional Google sign-in feature, Google Analytics and Google Ads measurement tools, and the embedded map. The information involved and relevant privacy choices are described in the sections below.
Professional advisers: accountants, insurers and legal advisers where necessary.
Public authorities: regulators, courts, government bodies and law-enforcement authorities where disclosure is legally required or otherwise lawful and necessary.

We do not sell customers’ personal information. Some providers, particularly payment providers, also act as independent data controllers for their own legal, security and payment-processing purposes.

International data transfers

Some providers, including payment and Google services, operate internationally and may process personal information outside the United Kingdom. Their privacy notices explain their processing locations and international-transfer arrangements.

Where we arrange a transfer that requires safeguards under UK data-protection law, we require an appropriate transfer mechanism. Depending on the provider and destination, this may be a UK adequacy regulation or approved contractual safeguards, such as the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses.

You can contact us for further information about the safeguards relevant to your information, including how to obtain a copy where applicable.

How long we retain information

We retain personal information for as long as needed for the purposes described in this policy. Our normal WooCommerce retention settings are:

Inactive customer accounts: 24 months of inactivity.
Unpaid pending orders: 7 days.
Failed orders: 7 days.
Cancelled orders: 12 months.
Completed orders: 7 years.
Refunded orders: 7 years.

These settings govern the retention of personal information in our store’s account and order records. Separate accounting, payment, refund or dispute records may need to be retained even after an account or other order information has been removed.

Contact-form submissions: our form is configured to automatically delete submissions stored in the website database after 90 days. This applies to the website copy of your enquiry, rather than copies delivered to our email inboxes or information held in separate order records.

Email correspondence: enquiry emails and replies are retained according to the nature of the enquiry, whether it relates to an order, and whether the information is still needed to resolve a return, complaint, payment dispute or legal claim. Deleting a form submission from the website does not automatically delete its email notification or our replies.

Google Analytics: our event-data retention setting is 2 months, and our user-data retention setting is 14 months. New activity resets the retention period for the relevant user identifier, so returning visitors’ user-level information may be retained for longer than 14 months from their first visit. Data reaching its retention limit is removed through Google’s scheduled deletion process. These limits do not apply to standard aggregated Analytics reports, which may remain available for longer. These Analytics settings are separate from the retention periods for customer accounts, orders and enquiries.

We normally retain financial records for up to 7 years for accounting, tax and legal purposes. Published reviews may remain available while relevant to the product, subject to moderation and applicable data-protection rights.

We may retain relevant information longer where required by law or necessary for an ongoing dispute or legal claim. Information that is no longer needed is deleted or anonymised. Cookie retention periods are explained in our Cookie Policy.

Cookies and privacy choices

Our website uses cookies and similar technologies for functions such as remembering your basket, operating checkout, maintaining login sessions, processing payments, protecting security and remembering your privacy choices.

We use Complianz to provide our cookie banner and manage consent choices. You can accept or reject optional categories, or choose your preferences through the banner. Strictly necessary technologies remain available to provide essential website functions.

You can review or change your choices using the consent controls on our Cookie Policy page, which is linked in the website footer. That page also provides further information about cookies, services, purposes and retention periods.

You can also delete or block cookies through your browser settings. Blocking essential cookies may prevent parts of the shop, basket, checkout or account features from working correctly.

Order attribution and website statistics

Our store uses WooCommerce’s order-attribution feature, which uses Sourcebuster session cookies to understand how customers reach the shop. This can include referring websites, campaign links, landing pages, device type and activity within a visit.

When an order is placed, available attribution information may be saved with the order. The browser cookies are temporary; information saved with an order follows our order-record retention arrangements. Further details and relevant cookie choices are available in our Cookie Policy.

Google Analytics and Google measurement tools

We use Google Analytics to understand how visitors find and use our website and to improve our shop. Information may include pages viewed, interactions, referring websites, approximate location and browser or device details. Our Google for WooCommerce integration also includes a Google Ads measurement tag to support measurement of interactions and conversions associated with Google listings or advertising.

Our cookie controls let you accept or reject Statistics cookies separately from Marketing cookies. We rely on consent for optional analytics and advertising processing where consent is required. We use Google Consent Mode to communicate your choices to Google and adjust how its measurement tags operate.

When consent is denied, Google may still receive limited measurement requests without cookies, depending on which tags are loaded. These requests can include consent status and technical or event information used for measurement and modelling. Rejecting optional cookies does not necessarily prevent every connection to Google.

You can change your choices through the consent controls on our Cookie Policy page. Google Analytics retention settings are described under “How long we retain information”. Google processes information under its applicable service terms and Privacy Policy.

We do not currently use Meta Pixel on this website.

Google Maps

Our Contact & Visit Us page includes an embedded Google Map to help you locate our shop. The embedded map is blocked until you give the relevant consent.

If you enable the map, your browser connects to Google. Google may receive your IP address, browser and device information, information about the page displaying the map and your interactions with it, and may use cookies or similar technologies. If you are signed into Google, its handling of this information may also depend on your Google account settings.

You can withdraw your consent through our cookie controls. Our shop address and contact information remain available without enabling the map. For more information about Google’s processing, see Google’s Privacy Policy.

Website fonts

The fonts used for our website’s main text and headings are hosted locally on our own website. Your browser does not need to contact Google to download those fonts.

Third-party features, such as the Google Map and Google sign-in button, may load their own fonts and resources when those features are loaded.

Customer accounts and reviews

Creating a customer account is optional. If you create one, we store information needed to provide features such as order history, saved addresses and account preferences.

Please keep your login details secure and contact us if you believe your account has been accessed without permission.

If you submit a product review, your review and the name displayed with it may be published on the website. Please avoid including information you do not want to make public. Your email address is not displayed as part of the public review.

Signing in with Google

You can choose to register or sign in using your Google Account. Google shares basic profile information with us, which can include your name, email address, profile picture and a Google Account identifier, to help us identify you and create or authenticate your customer account. We do not receive your Google password.

We use the information needed to provide the account service you request. We also rely on our legitimate interests in keeping accounts secure and preventing misuse. Information retained with your customer account follows the account-retention arrangements described in this policy.

Pages displaying the Google sign-in button connect to Google to provide this feature. Google may receive technical information such as your IP address and browser information. Authentication and security cookies or similar technologies may be used as part of the sign-in process. Google’s handling of information is explained in its Privacy Policy.

Google sign-in is optional. You can use our email-and-password account options instead, or shop as a guest. Using Google sign-in does not subscribe you to marketing emails or change your Statistics or Marketing cookie choices.

You can remove the connection through your Google Account settings. This does not automatically delete your Threads of Agora account or information we must retain. Contact us if you would like help accessing or deleting your shop account.

Marketing messages

We do not currently use details collected through this website to send promotional marketing emails. Order confirmations, collection notifications, delivery updates, replies to enquiries and messages about your purchase are service communications.

If we introduce optional marketing emails, we will explain how your details will be used, obtain consent where required and provide a way to unsubscribe.

Your data-protection rights

Depending on the circumstances, you may have the right to:

Request access to your personal information and receive a copy.
Have inaccurate or incomplete information corrected.
Request deletion of your information.
Ask us to restrict how we use your information.
Receive certain information in a portable format.
Withdraw consent where we rely on it.

Your right to object: you can object to processing based on our legitimate interests for reasons relating to your particular circumstances. If we use your information for direct marketing, you can object to that use at any time.

Some rights have legal limits. For example, deleting an account does not necessarily require us to delete financial records that we must retain.

To exercise your rights, email customerservices@threadsofagora.co.uk. We may need to verify your identity. We normally respond within one month, subject to any extensions or other provisions permitted by law.

Privacy concerns and complaints

Please contact us if you have a concern about how we handle your information. You also have the right to complain to the UK’s data-protection regulator, the ICO. Visit ico.org.uk/make-a-complaint for information about making a complaint.

Children’s information

Although we sell clothing for different age groups, our online shop is intended for adult customers. Customers under 18 should ask a parent or guardian to place an order on their behalf. Please contact us if you believe a child has provided personal information that we should not hold.

Security

We use reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse and disclosure. However, no internet service is completely secure. Please contact us promptly if you believe your information or account has been compromised.

External links

Our website contains links to third-party websites and services. When you follow a link, the destination service’s privacy terms apply to its handling of your information. We encourage you to read those terms.

Changes to this policy

We may update this policy when our services, technology or legal obligations change. The latest version will be published on this page with its updated date.

Contact us

Email: customerservices@threadsofagora.co.uk
Postal address: Threads of Agora Ltd, 15B Regent House, Main Street, Cockermouth, Cumbria, CA13 9LE, United Kingdom.