Privacy Policy

Last updated: 6 August 2026

SORVANA respects your privacy and aims to handle personal information in a clear, proportionate and responsible way.

This Privacy Policy explains what personal information we collect when you visit sorvana.store, place an order, contact us, use our live chat, subscribe to marketing or otherwise interact with SORVANA.

It also explains why we use that information, when it may be shared, how long it may be kept and the rights available to you under applicable UK data protection law.

1. Who Is Responsible for Your Information?

For the purposes of applicable UK data protection law, SORVANA is responsible for deciding how and why personal information relating to our customers and website visitors is used.

You can contact us about privacy matters using:

SORVANA
Email: support@sorvana.store
Live chat: available 24 hours a day, 7 days a week

6 Bettespol Meadows
Redbourn
St Albans
AL3 7EW
United Kingdom

Our usual email response target is within 24 hours, although privacy requests may require additional time to verify and complete.

2. Information We May Collect

The information we collect depends on how you interact with SORVANA.

Identity and Contact Information

This may include:

  • your name;
  • billing and delivery addresses;
  • email address;
  • telephone number, where supplied; and
  • account or customer profile details.

Order Information

This may include:

  • products purchased;
  • order number;
  • order value;
  • discounts applied;
  • delivery method;
  • shipping and tracking status;
  • returns, cancellations and refund history; and
  • communications relating to an order.

Payment Information

Payments are processed through the payment options made available at checkout.

SORVANA may receive limited transaction information, such as:

  • payment status;
  • payment method type;
  • transaction reference;
  • billing details;
  • fraud-screening results; and
  • limited card details such as the card brand and final digits, where provided by the payment processor.

We do not need to receive your complete card number or card security code to provide ordinary customer support.

Please read our Payment Policy for more information about payments and refunds.

Website and Device Information

When you browse our website, we and the service providers supporting the store may collect information such as:

  • IP address;
  • browser and device type;
  • operating system;
  • pages viewed;
  • referring website or campaign;
  • approximate location derived from technical information;
  • session activity;
  • cookie identifiers; and
  • website performance or error information.

Customer-Service Information

When you contact us by email, live chat, contact form or another support channel, we may collect:

  • the contents of your message;
  • your contact details;
  • order information connected with the enquiry;
  • photographs or videos you provide;
  • delivery or return evidence; and
  • records of our response and resolution.

Marketing Information

Where you subscribe to marketing or otherwise make a permitted marketing choice, we may collect:

  • your email address;
  • your subscription status;
  • the date and method of consent;
  • your communication preferences; and
  • engagement information, such as whether a marketing message was opened or a link was selected.

Information You Provide Voluntarily

You may choose to provide additional information through product enquiries, surveys, reviews, feedback, promotions or customer-support conversations.

Please avoid sending sensitive personal information unless it is genuinely necessary for us to handle your request.

3. How We Collect Information

We may collect personal information:

  • directly from you when you order, create an account, contact us or subscribe;
  • automatically through cookies and similar technologies;
  • from Shopify and applications connected to our store;
  • from payment, delivery, fraud-prevention and customer-support providers;
  • from marketing or analytics services, where enabled and permitted; and
  • from publicly available or lawful sources where reasonably necessary to prevent fraud or protect legal rights.

4. Why We Use Personal Information

We may use personal information to:

  • process and manage orders;
  • take and verify payments;
  • prepare, dispatch and track parcels;
  • provide order updates;
  • handle cancellations, returns, refunds and delivery issues;
  • respond to enquiries and provide customer support;
  • maintain customer accounts;
  • detect and prevent fraud, abuse and unauthorised transactions;
  • operate, secure and improve our website;
  • measure website performance and understand customer journeys;
  • manage marketing preferences and send permitted communications;
  • maintain financial, tax and business records;
  • establish, exercise or defend legal claims;
  • comply with legal and regulatory obligations; and
  • protect customers, SORVANA and our service providers.

5. Our Lawful Bases

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

Depending on the activity, we may rely on:

Contract

We use information where it is necessary to take steps at your request before a purchase or to perform our contract with you.

Examples include processing payment, dispatching your order, providing tracking information and handling a return.

Legal Obligation

We use information where necessary to comply with laws that apply to us, including consumer, accounting, tax, fraud-prevention and data protection requirements.

Legitimate Interests

We may use information where it is reasonably necessary for our legitimate business interests and those interests are not overridden by your rights.

These interests may include:

  • operating and improving our store;
  • protecting transactions and preventing fraud;
  • responding to customer enquiries;
  • maintaining appropriate business records;
  • understanding overall store performance;
  • protecting our legal rights; and
  • preventing misuse of our services.

Consent

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

Where processing is based on consent, you may withdraw that consent at any time. Withdrawal does not affect processing that was lawful before consent was withdrawn.

6. Shopify

Our online store is hosted on Shopify. Shopify provides the ecommerce platform that allows us to display products, operate checkout, manage orders and support the store.

Personal information may be processed through Shopify’s systems when you:

  • visit our store;
  • add products to your basket;
  • complete checkout;
  • create or use a customer account;
  • submit an order;
  • use Shop or Shop Pay, where available; or
  • interact with Shopify-supported store features.

Shopify may process information as our service provider and, for some services, for purposes described in its own privacy documentation.

SORVANA remains responsible for ensuring that our store settings, applications and customer-facing notices accurately reflect how we use personal information.

7. Payment Providers

Payment information is processed by the payment provider selected during checkout.

These providers may use personal information to:

  • authorise or decline a payment;
  • authenticate the payer;
  • prevent fraud;
  • process a refund;
  • handle disputes or chargebacks; and
  • comply with financial and legal obligations.

The provider’s own privacy terms may also apply to its processing.

8. Delivery and Order-Tracking Providers

We may share the information needed to deliver and track an order with Royal Mail and relevant delivery or tracking technology providers.

This may include:

  • recipient name;
  • delivery address;
  • contact details where required for delivery updates;
  • parcel reference;
  • tracking number; and
  • delivery instructions.

You can review shipping information in our Shipping Policy or monitor an order through our Order Tracking page.

9. Other Service Providers

We may use carefully selected providers to support functions such as:

  • website hosting and ecommerce operations;
  • payments and fraud screening;
  • order fulfilment and delivery;
  • customer support and live chat;
  • email delivery;
  • analytics and website performance;
  • marketing, where enabled and permitted;
  • security, backups and error monitoring;
  • accounting and professional advice; and
  • legal or regulatory compliance.

Providers are given only the information reasonably required for their role and may also have legal responsibilities of their own.

10. Cookies and Similar Technologies

SORVANA and our technology providers may use cookies, pixels, local storage and similar technologies.

These technologies may support:

  • essential website functions;
  • basket and checkout operation;
  • account and security features;
  • customer preferences;
  • website performance and analytics; and
  • advertising or marketing measurement, where enabled and consented to.

Strictly necessary technologies may operate without consent where permitted because they are needed to provide the website or a service you request.

Non-essential cookies should only operate where the required consent has been obtained.

More information about categories, controls and third-party technologies is available in our Cookie Policy.

11. Analytics

Where analytics services are enabled, we may use information about visits and website interactions to understand:

  • which pages and products receive interest;
  • how visitors move through the store;
  • whether website features work correctly;
  • how visitors reached the website;
  • general device and browser trends; and
  • how the store can be improved.

Analytics involving non-essential cookies will be subject to the consent settings applicable to your visit.

12. Marketing Communications

We may send marketing messages where you have given valid consent or another lawful route is available under applicable UK rules.

Marketing messages may include information about:

  • new stationery products;
  • restocks;
  • collections;
  • promotions;
  • planning and workspace inspiration; and
  • SORVANA news.

You can unsubscribe at any time using the link included in a marketing email or by contacting support@sorvana.store.

Unsubscribing from promotional messages will not prevent us from sending necessary service communications about an order, payment, return, security matter or customer-support request.

13. Advertising and Social Media

If advertising, social media or marketing integrations are enabled, those services may collect or receive information about your interaction with SORVANA.

This may be used to:

  • measure campaign performance;
  • limit repeated advertising;
  • understand referrals;
  • create relevant audiences; or
  • display advertising on third-party services.

Such processing will depend on the tools active on our store, your privacy choices and applicable consent requirements.

Social media platforms and advertising providers may process information under their own privacy policies.

14. When We May Disclose Information

We may disclose personal information:

  • to providers helping us operate the store and fulfil orders;
  • to banks, payment providers and fraud-prevention services;
  • to Royal Mail and relevant delivery partners;
  • to accountants, legal advisers, insurers or other professional advisers;
  • where required by law, court order or a lawful authority;
  • to investigate fraud, abuse, security incidents or unlawful activity;
  • to establish, exercise or defend legal rights;
  • in connection with a genuine business sale, restructuring or transfer; or
  • where you have asked or authorised us to disclose it.

We do not disclose personal information merely because an unrelated party requests it.

15. International Data Transfers

Although SORVANA currently sells within the United Kingdom, Shopify and some service providers operate internationally.

This means personal information may be processed or stored outside the United Kingdom.

Where UK data protection law requires safeguards for an international transfer, we and our providers may rely on measures such as:

  • UK adequacy regulations;
  • approved contractual safeguards;
  • the UK International Data Transfer Agreement;
  • the UK Addendum to standard contractual clauses; or
  • another lawful transfer mechanism.

16. How Long We Keep Information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, including legal, accounting, tax, fraud-prevention and dispute-resolution requirements.

Retention periods may vary according to the type of information.

For example:

  • order and transaction records may be kept for the period required for accounting, tax and legal purposes;
  • support records may be kept while an enquiry remains active and for a reasonable period afterwards;
  • fraud-prevention records may be retained where reasonably necessary to protect transactions;
  • marketing records may be kept while you remain subscribed and for a limited period afterwards to record your preference; and
  • cookie information is retained according to the lifespan of the relevant technology.

We may retain limited information after a deletion or objection request where necessary to comply with law, record your preference, resolve disputes or prevent fraud.

17. Data Security

We use reasonable technical and organisational measures intended to protect personal information against unauthorised access, loss, alteration, misuse or disclosure.

These measures may include:

  • access controls;
  • account authentication;
  • encrypted transmission where supported;
  • payment-provider security measures;
  • fraud monitoring;
  • system updates;
  • service-provider controls; and
  • appropriate record management.

No online platform, transmission method or storage system can be guaranteed to be completely secure. We therefore do not claim that personal information is protected from every possible risk.

18. Your UK Data Protection Rights

Subject to applicable conditions and exemptions, you may have the right to:

  • ask for confirmation that we process your personal information;
  • request access to personal information we hold about you;
  • ask us to correct incomplete or inaccurate information;
  • request deletion of personal information in certain circumstances;
  • request restriction of processing in certain circumstances;
  • object to certain processing based on legitimate interests;
  • object to direct marketing at any time;
  • receive certain information in a portable format;
  • withdraw consent where processing depends on consent; and
  • raise a concern with the UK Information Commissioner’s Office.

These rights are not absolute. For example, we may need to retain transaction information to meet tax, accounting, fraud-prevention or legal obligations.

19. How to Make a Privacy Request

To exercise a privacy right, email support@sorvana.store with the subject line “Privacy Request”.

Please explain:

  • which right you wish to exercise;
  • the email address associated with your order or account;
  • any relevant order number; and
  • the information or activity concerned.

We may ask for information reasonably necessary to confirm your identity and prevent personal information being disclosed to the wrong person.

We will respond within the period required by applicable law. Complex or multiple requests may take longer where the law allows, in which case we will provide an appropriate update.

We do not ordinarily charge for a privacy request. A reasonable fee may apply, or a request may be refused, where permitted by law because it is manifestly unfounded or excessive.

20. Complaints

Please contact us first if you have concerns about how we use your personal information. We will review the matter and try to provide a clear response.

You also have the right to complain to the UK Information Commissioner’s Office, which is the UK supervisory authority for data protection.

Contacting SORVANA first does not remove your right to approach the Information Commissioner’s Office.

21. Children’s Privacy

SORVANA sells stationery for general use but does not knowingly operate this website as a service specifically directed at young children.

Purchases should be made by a person legally able to enter into the transaction or with appropriate involvement from a parent or guardian.

If you believe a child has provided personal information to us inappropriately, contact support@sorvana.store so that we can review the situation.

22. Third-Party Websites

Our website may contain links to services or websites operated by third parties.

SORVANA does not control the privacy practices of an independent third party. You should review the privacy information provided by that service before giving it personal information.

23. Changes to This Privacy Policy

We may update this Privacy Policy where our services, technology, providers, legal obligations or business practices change.

The current version will be published on this page with an updated revision date.

Where a change materially affects how personal information is used, we will take reasonable steps to provide additional notice where required.

24. Related Policies and Pages

25. Contact SORVANA

For questions about this Privacy Policy or how SORVANA handles personal information, contact:

SORVANA
Email: support@sorvana.store
Live chat: available 24 hours a day, 7 days a week
Email response target: within 24 hours

6 Bettespol Meadows
Redbourn
St Albans
AL3 7EW
United Kingdom