Privacy Policy
Last updated:
This Privacy Policy explains what personal information Embro Haven collects when you visit embrohaven.shop or place an order, why we need it, who we share it with, how long we keep it and the choices you have. Embro Haven is the business responsible for your information: Embro Haven, 2205 Groveland St, Pittsburgh, PA 15234, US. You can reach us about anything on this page at support@embrohaven.shop.
We have tried to write this in plain language. Where something depends on a service we have not switched on yet, we say so rather than describing it as if it were live.
Privacy in short
- What we collect: the details needed to make, ship and support your order — name, email, delivery address, order contents and the personalised text you type — plus basic technical data.
- Why: to stitch and deliver your order, answer your questions and keep the site working safely.
- Sharing: only with services that help us run the shop and deliver your order. We do not sell your information.
- Photos you send us: deleted 30 days after delivery of your order.
- Analytics and advertising trackers: none installed on the site at the time of writing.
- Your choices: ask to see, correct or delete your information by email.
1. Information we collect
1.1 When you place an order
To make and deliver an embroidered piece, we need:
- your name, email address and billing address;
- the delivery address, if different, and the recipient’s name for gifts;
- a phone number only if you choose to enter one at checkout for delivery purposes;
- the products, sizes, colours and styles you ordered;
- the personalised text you typed into the fields on the product page — initials, names, dates, sleeve lines — and the thread colour and lettering you chose;
- any order notes you write at checkout.
Personalised text can be personal: a partner’s initials, a child’s name, a wedding date. We use it only to stitch your order and to handle questions or returns about that order.
1.2 When you write to us
Our support is by email only. When you write to support@embrohaven.shop or use the Submit a Ticket page, we receive your email address, your message and anything you attach — for example photos of a piece that arrived with a problem. We keep the conversation so that we can follow up and refer back to it if you write again.
1.3 When you create an account
Creating an account is optional. If you do, we store your email address, a securely hashed password, your saved addresses and your order history so that you can see past orders in My account.
1.4 Collected automatically
Like most websites, our servers and the network services in front of them record technical information when you visit: your IP address, browser type, device type, the pages requested, the referring page and the date and time. This information is used to deliver pages, keep the site secure (for example to block automated attacks) and fix problems.
1.5 Payment information
Card or account details are entered with the payment provider shown at checkout, not stored by us. At the time of writing our payment provider is still being connected; once it is live, the provider will process your payment under its own privacy policy and we will receive only what we need to match the payment to your order (such as a transaction reference and payment status). We will update this page with the provider’s name when it is connected.
2. How we use your information
- Making your order: stitching the design and your personalised text, packing and shipping it to the address you gave.
- Order emails: confirmation, shipping updates and answers to your questions.
- Returns, exchanges and refunds: checking eligibility, issuing labels, sending refunds or store credit.
- Running the site: keeping your cart, remembering that you are signed in, protecting against fraud and abuse.
- Legal duties: keeping business records that the law requires.
We do not send marketing emails at the moment. If we ever introduce a newsletter, it will be opt-in only and every email will include a way to unsubscribe.
Legal bases, where they apply
If you are in a place whose law asks for a legal basis — for example under some Canadian, Australian or New Zealand privacy principles — we rely on: performing our contract with you (making and delivering your order), our legitimate interests (keeping the site secure, answering messages, improving how we work), and legal obligations (record keeping). Where consent is required, we ask for it.
3. Who we share information with
We share personal information only with the services that help us run the shop, and only what each needs:
- Production and delivery partners who embroider, pack and ship your order receive the order contents, personalised text and delivery details.
- Postal services and carriers receive the recipient’s name and delivery address, and sometimes an email or phone number for delivery notices.
- Website hosting and security services process technical data as part of delivering pages and blocking abuse.
- Our email provider carries the messages between you and us.
- The payment provider, once connected, processes payments as described above.
- Authorities, if the law requires it or to protect our rights or someone’s safety.
We do not sell personal information, and we do not share it with advertisers.
4. Cookies and similar technologies
Embro Haven uses a small number of cookies that the shop needs to work:
- Cart and session cookies set by our shop software remember what is in your cart and keep you signed in.
- Security cookies set by the network service in front of our site help tell people from automated traffic.
- Preference cookies may remember small choices, such as a dismissed notice.
We do not use analytics, advertising or social media tracking cookies at the time of writing. If that changes, we will update this section before the change goes live and ask for consent where the law requires it. You can block or delete cookies in your browser settings; if you block the essential ones, the cart and checkout will not work.
5. How long we keep information
| Information | How long we keep it |
|---|---|
| Photos you send us (for example of a problem with a piece) | Deleted 30 days after delivery of the order they relate to |
| Order records, including personalised text | As long as needed for returns, refunds and our legal and tax record-keeping duties |
| Support emails | As long as needed to handle your request and any follow-up |
| Account details | Until you ask us to delete the account |
| Store credit balance | Store credit never expires, so we keep the balance record until it is used or you ask us to close it |
| Technical logs | Kept for a limited period for security and troubleshooting |
When information is no longer needed, we delete it or make it anonymous.
6. How we protect information
The whole site is served over an encrypted connection (HTTPS). Account passwords are stored in hashed form. Access to order information is limited to the people and services who need it to make, ship and support orders. No system is perfectly secure, so please use a strong, unique password for your account and never send card numbers or passwords to us by email — we will never ask for them.
7. Your rights and choices
Depending on where you live, you may have the right to:
- ask what personal information we hold about you and receive a copy;
- ask us to correct information that is wrong or incomplete;
- ask us to delete your information, unless we must keep it for legal reasons or to complete an order you placed;
- object to or limit certain uses;
- complain to your local privacy regulator.
To make a request, email support@embrohaven.shop from the address linked to your orders. We may ask a question or two to confirm it is really you before we act. We reply within 24 hours on business days and complete requests as quickly as we reasonably can. We will not treat you differently for making a request.
United States residents
Some US states give residents specific rights over personal information, such as the right to know, delete or correct it and to opt out of “sale” or “sharing” for targeted advertising. We do not sell personal information and do not share it for targeted advertising. You can use the rights above by email.
8. Children
Our shop is meant for adults. We sell a kids’ hoodie, but it is bought by adults; we do not knowingly collect personal information from children under 13 (or the age that applies where you live). If you believe a child has given us personal information, contact us and we will delete it. Please note that a child’s first name typed as personalised text is treated as part of the adult buyer’s order and handled as described above.
9. Customers outside the United States
We are based in the USA and ship to Canada, Australia and New Zealand as well. If you order from outside the USA, your information is processed in the USA and in the countries where our service providers operate. We apply the protections described on this page wherever your information is handled.
10. Emails we send you
The emails you receive from Embro Haven are about your orders and your messages: the order confirmation, updates when your order ships, replies to your questions and messages about returns or refunds. These are service emails, so they are sent even if you have never signed up for news. If you receive an email that claims to be from us but asks for a password or card number, please do not reply; forward it to us instead.
11. Links to other sites
Our pages may link to other websites, such as a postal service’s delivery tracking page. Those sites have their own privacy practices, which we do not control. Please read their policies before giving them information.
12. Changes to this policy
We update this page when our practices change — for example when the payment provider is connected or if we ever add analytics. The “Last updated” date at the top shows the latest version. If a change is significant, we will make it clear on the site before it applies.
13. Contact us
Questions or requests about privacy: email support@embrohaven.shop or write to Embro Haven, 2205 Groveland St, Pittsburgh, PA 15234, US. For other topics, see our Terms of Service, Contact Us and the Help Center.