Privacy Policy

Protecting your privacy

At Disturbia, we're committed to protecting the privacy and security of our customers and site visitors. The purpose of this statement is to clearly explain how we use and collect personal data.

If you have any questions about how we protect your privacy, get in touch at info@disturbia.co.uk

For all our services, the data controller, the company that’s responsible for your privacy, is Harper & Willow Ltd (trading as Disturbia). In certain circumstances the companies listed below will also be a data controller.

How we use your information

Using our website

We use Shopify to power our website and online store. You can read more about how Shopify uses your personal information on Shopify’s Privacy Policy.

Your personal information may also be controlled and processed by the following companies, some of whom may transfer your personal data outside of the EEA:

As you use our website and app, the following information may be collected automatically using cookies, log files, web beacons, tags or pixels: web browser software information, device information, IP address, time zone, cookie information, the content or products you view, search terms, and how you interact with the website. This information is collected to load the site accurately for you, and perform usage analytics to optimise our website. It is in our legitimate interests to collect this data to prevent malicious use of our services, monitor server performance, increase security, and diagnose problems. This information might be transferred outside of the EEA.

Website analytics

We use Google Analytics to analyse how visitors use our website. This stores a “cookie” on your computer containing an anonymous tracking ID to allow Google to track your activity around our website. This service is subject to Google’s Privacy Policy. The information associated with your cookie tracking ID is deleted 14 months after your last use of our website. Learn more about how you can control the information sent to Google and opt-out of Google Analytics.

This site uses the Lucky Orange analytics system to help improve usability and the customer experience. Lucky Orange may record mouse clicks, mouse movements and scrolling activity. Lucky Orange may record keystroke information that you voluntarily enter on this website. Lucky Orange does not track this activity on any site that does not use the Lucky Orange system. To view and manage data that Lucky Orange has collected about you on the Disturbia website, or to opt out of future tracking, please visit Lucky Orange’s data privacy management tool.

Contact Form

If you fill in and submit our contact form, the information you supply will be logged or sent to us by email and only used to respond to your enquiry. It is in your legitimate interests for this data to be processed so that we can respond to your enquiry. This information is retained for as long as necessary to deal with your enquiry.

Size Guide

If you use our clothing size recommender, the information you supply, along with a unique identifier, will be processed by Prime AI Ltd to recommend a product size based on the criteria you supply. If you place an order, Prime AI will use your order data and returns information to help improve the accuracy of the size recommender. Your data will be handled in accordance with Prime AI’s privacy policy.

Placing and Processing Orders

When you place an order with us, your name, billing address, shipping address, payment information (including credit card numbers), email address, and phone number are used in order to fulfil the contract and process your order. When you place an order through our website, Shopify will retain your personal information unless and until you ask us to erase it for you.

Your name and delivery contact information is transferred tour our fulfilment provider and the courier(s) used to send your order – they will handle your data according to their privacy policy, and might transfer it outside of the EEA:

Your personal information and order data may also be processed and controlled by the following companies, some of whom may transfer your personal data outside of the EEA:

For any orders placed for delivery outside of the UK, your order is purchased from Global-e, our international fulfilment partner, and your contract is with them. Further information can be found in their Privacy Policy and Terms of Service

When you pay for your order, your order information (including personal data) is transferred to the payment provider to facilitate the payment process. This is required to fulfil the contract and process your order. Your data will be processed and retained by the payment provider in accordance with their privacy policy, and might be transferred by them outside of the EEA. Depending on your location, we use the following payment providers:

In order to offer you Klarna’s payment methods, we might in the checkout pass your personal data in the form of contact and order details to Klarna, in order for Klarna to assess whether you qualify for their payment methods and to tailor those payment methods for you. Your personal data transferred is processed in line with Klarna’s privacy notice.

Mailing List (marketing emails) and Email Notifications

If you subscribe to our mailing list, we'll send you marketing emails from time to time. We'll only do this with your consent, and you can withdraw your consent at any time by clicking the “unsubscribe” link at the bottom of one of our marketing emails.

For users who subscribed to our mailing list before May 2018, it is in your legitimate interests to receive our marketing emails as you indicated that you wished to receive them by subscribing. To object to this use of your personal data, you can click the “unsubscribe” link at the bottom of one of our marketing emails, which will remove you from the mailing list.

If you start the checkout process but do not complete your order, we might send you an email a few hours later containing a link to allow you to complete your order. This is in your legitimate interests, as it allows you to easily resume your order if you were unable to complete checkout. It is also in our legitimate interests to remind customers to complete the checkout process.

If you request notification when a product comes back in stock, we might email you when the product is in stock. This is in your legitimate interests, as you requested the notification. In addition to your email address, we collect details of the product.

We might also send you one-off notification emails in response to specific events, such as account activation or order confirmation/updates. This is in your legitimate interests so that you can complete or be kept informed about the relevant process.

To send these emails to you, your data will be processed and retained by Klaviyo (who provide our mailing list software) in accordance with their Privacy Policy, and might be transferred by them outside of the EEA.

Disturbia welcomes customer reviews and we've partnered with Trustpilot to collect verified customer service reviews. Customers who place orders may receive an email invitation several days after placing their order asking for a review. There's no obligation to leave a review, but feedback is appreciated! This is in our legitimate interests.

Product Reviews

If you leave product reviews on site by text, photo, or video we may use this content from time to time within our e-mail marketing campaigns, and publish across Meta social media platforms. If you would prefer for your content not to be used in this way, you can request to opt out by contacting us.

The reviews you submit (including your name and the responses you give to other questions) may appear on our website and other platforms. Your email address will also be collected for verification purposes but not displayed. This is in our legitimate interests. Your data will be processed and controlled by Yotpo Ltd in accordance with their Privacy Policy, and might be transferred by them outside of the EEA.

Online Advertising

To help us increase sales, we advertise our products and brand on a variety of platforms. With your consent, we'll send the companies listed below information about the content you view on our website and app, the products you add to and remove from your basket, and the products you purchase. This is used to show you personalised adverts that are more relevant to you. These companies identify you by placing a “tracking beacon” on our website which uses a cookie to identify you to them. Your data will be processed and retained in accordance with their privacy policies and might be transferred by them outside of the EEA.

You can choose whether to allow marketing cookies/tracking using the tickbox below:

Allow marketing cookies: [Please enable JavaScript to change this preference]

Registering and Logging In

When you register on our website, we collect your name, email address and password. This information is used to allow you to log in to the website and speed up checkout, so it is in your legitimate interests for us to use your information in this way.

Any personal information (including your name and contact details) that you provide through the My Account section of the website will only be used to process orders and provide you with customer support. Shopify will retain your personal information unless and until you ask us to erase it for you.

Wish List

Adding products to your wish list allows you to store a list of your favourite products. This information will be associated with your account. It is in your legitimate interests for us to process this information so that we can provide the wish list facility. It is also in our legitimate interests as it allows us to see (anonymised) statistics about which products are most/least popular. This data is processed by Apex Ecommerce Limited (who provide our wish list software) in accordance with their Privacy Policy, and is stored within the Shopify platform.

Detecting Humans

It is in our legitimate interests to prevent automated scripts from abusing our website. To do this, we use reCAPTCHA, a piece of software provided by Google, to verify that you are indeed a human. When you start to interact with reCAPTCHA, Google may set identifier cookies. This service is subject to Google’s Privacy Policy. Learn more about how you can control the information sent to Google.

Automated Decision Making

Our processor Shopify uses limited automated decision-making to prevent fraud that does not have a legal or otherwise significant effect on you.

Services that include elements of automated decision-making include:

  • Temporary denylist of IP addresses associated with repeated failed transactions. This denylist persists for a small number of hours.
  • Temporary denylist of credit cards associated with denylisted IP addresses. This denylist persists for a small number of days.

Your rights

Residents of the UK and EEA

You have a lot of rights relating to your personal information:

  • The right to be informed about how your personal information is being used (like this notice!)
  • The right to access the personal information we hold about you.
  • The right to request the correction of inaccurate personal information we hold about you, although you can probably do most of this through My Account.
  • The right to request that we delete your data, or stop processing it or collecting it, in some circumstances.
  • The right to stop direct marketing messages, which you can do by clicking the “unsubscribe” link at the bottom of our marketing emails, and to withdraw consent for other consent-based processing at any time.
  • The right to complain to your data protection regulator — in the UK, the Information Commissioner’s Office.

If you want to exercise your rights, have a complaint, or just have questions, please contact us.

Residents of California

If you are a resident of California, you have the right to access the Personal Information we hold about you (also known as the ‘Right to Know’), to port it to a new service, and to ask that your Personal Information be corrected, updated, or erased. If you would like to exercise these rights, please contact us through the contact information below.

If you would like to designate an authorized agent to submit these requests on your behalf, please contact us at the address below.

How to contact us

We welcome feedback and always want to hear from our customers and visitors. Please don’t hesitate to contact our Customer Care team, who will be happy to answer any questions you may have. You can contact our privacy team by dropping us a line at info@disturbia.co.uk, or through Customer Service.

Alternatively call:

+44 (0)1670 736973


Last updated: March 2024