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Last updated: 18 September 2026

This Privacy Policy explains how MAISONCHEVAL LTD collects and uses personal information when you visit maison-cheval.com, create an account, place an order or contact us. It also explains how we protect your information, when we share it and how you can exercise your privacy rights.

All online payments are handled by a third-party payment provider. We do not collect or store the full card details, security codes or payment account passwords used to authorise your payment. The distinction between payment credentials and the order records we need is explained in section 6.

1 Who is responsible for your information

Maison Cheval is operated by MAISONCHEVAL LTD, company number 17313603, at 123 Disraeli Road, London, SW15 2DZ, England. MAISONCHEVAL LTD is the controller of the personal information used to operate our store. This means we decide why and how that information is used for our business activities.

For privacy questions or requests, email info@maison-cheval.com or write to the address above, marking your correspondence “Privacy”. Please provide enough information for us to understand your request, but do not include full payment credentials or unnecessary sensitive information.

2 UK law and GDPR

Our business is established in the United Kingdom. We handle personal information under applicable UK data protection law, including the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and applicable amendments. The Privacy and Electronic Communications Regulations apply to relevant cookies and electronic marketing. We also comply with the EU GDPR where it applies to our activities involving people in the European Economic Area (EEA).

We follow the principles of lawful, fair and transparent processing, defined purposes, data minimisation, accuracy, limited retention, security and accountability. We use technical and organisational measures appropriate to the information and risks involved, review our practices through regular checks and audits, and train staff who handle personal information.

The UK is the primary legal jurisdiction for our business. This does not remove mandatory privacy rights available to you elsewhere or your right to complain to a competent local regulator.

3 Information we collect

The information we handle depends on how you use the website and the services you request. It may include the following categories:

Identity and contact details: your name, email address, telephone number, billing and delivery addresses and the details of a recipient you nominate.
Account information: your account identifier, protected login information, account preferences and changes or requests relating to the account.
Order records: products, sizes, quantities, prices, currency, order numbers, delivery instructions, order history, return requests and refund records.
Transaction administration: payment status, transaction reference, amount and refund status received from the payment provider. These are not the full payment credentials used to make the payment.
Correspondence: enquiries, complaints, support messages and any photographs or documents you provide to explain a product or delivery issue.
Technical and security information: IP address, browser and device information, access times, relevant server logs and records needed to investigate errors or suspicious activity.
Preferences and consent records: your communication choices, cookie choices and records showing when consent was given, changed or withdrawn.
Website usage information: interactions with pages and features where collected through permitted technologies, subject to your choices and applicable consent requirements.

We do not need health information or other special-category personal data to fulfil an ordinary purchase. Please avoid sending it unless it is necessary to a particular enquiry and we have explained the appropriate handling arrangements. Product sizes and preferences should not be treated as an invitation to provide medical details.

4 How we obtain information

You provide information directly when you register, enter checkout details, order goods, request support or manage your preferences. Some technical information is generated when your browser interacts with our website.

We also receive information from organisations involved in your purchase. Payment providers send payment and refund confirmations; delivery and fulfilment providers send dispatch, tracking or delivery information. We may receive relevant records from a bank or payment provider when a transaction is disputed.

If someone purchases a gift or arranges delivery to you, we may receive your name and delivery contact details from that customer. We use them to fulfil the delivery and handle related questions. Being named as a recipient does not automatically subscribe you to marketing.

5 Why we use information and our lawful bases

We need a lawful basis for each purpose. We do not treat your visit to the website or acceptance of our Terms and Conditions as blanket consent to every use of your information.

Orders and account services

We use identity, contact, account and order information to take steps you request before purchase, administer your account, process orders, arrange delivery and handle contractual returns or refunds. The basis is performance of our contract with you, or steps taken at your request before entering it. For a nominated recipient who is not our customer, we rely on our legitimate interest in delivering the customer’s order.

Customer service and disputes

We use correspondence and relevant purchase records to answer questions and resolve problems. This is necessary to perform our contract where the enquiry concerns your purchase. For other enquiries and the establishment or defence of claims, we rely on legitimate interests in providing customer assistance and resolving disputes, unless a legal obligation requires the processing.

Legal and accounting requirements

We retain and use relevant records to meet applicable tax, accounting, consumer protection and other legal duties, and to respond to valid requests from authorities. The basis is compliance with a legal obligation. We do not use this basis merely because information is convenient to keep.

Security and fraud prevention

We use proportionate technical, account and transaction records to protect the website, investigate suspicious activity and prevent misuse. Our basis is legitimate interests in protecting customers and the business, or compliance with a specific legal duty where one applies. We consider the impact on individuals and limit the information used to what is necessary.

Website operation and improvement

We use information needed to run essential website functions and diagnose faults for our legitimate interests in operating a reliable store, or to provide a service you request. Optional analytics and similar technologies are used with consent where required. A data protection lawful basis does not replace a separate requirement for cookie consent.

Marketing

Where we offer marketing subscriptions, we use your contact details and preferences with your consent, or under a legally permitted existing-customer marketing exception where all its conditions are met. When relying on that exception, our data protection basis is our legitimate interest in promoting our own similar products. We provide an opportunity to opt out when collecting the details and in each marketing message.

For processing based on legitimate interests, we assess whether the purpose can be achieved without an unreasonable impact on your rights. If we need to use information for a new purpose, we will explain it and establish the appropriate lawful basis before doing so.

6 Payments handled by third parties

All payments are processed by a third-party payment provider through its payment interface. You provide payment credentials directly to that provider. We do not collect or store your full card number, card security code, online banking password or authentication code. Never send these details to us by email or through a support form.

We keep information needed to administer your order, including the amount, currency, payment confirmation, transaction reference and refund status. This allows us to confirm payment, fulfil purchases, issue refunds and investigate disputes without collecting the payment credentials themselves.

The payment provider, your bank and other organisations involved in the payment may process information for their own security, regulatory and transaction purposes. For those activities, they may act as independent controllers under their own privacy notices. We remain responsible for the personal information we control and our obligations relating to your purchase.

7 Strong Customer Authentication and PSD2

Our checkout uses the payment provider’s authentication process to support applicable Strong Customer Authentication (SCA) requirements. These arise under the UK payment services framework and, where relevant, the EU framework associated with the revised Payment Services Directive (PSD2). Authentication is carried out by the payment provider and your bank or card issuer.

Where SCA applies, it generally combines at least two independent elements: something you know, such as a password; something you possess, such as a registered device; and something you are, such as a fingerprint. You may be asked to confirm a payment in your banking app or complete another check offered by the provider.

Not every online payment requires an additional visible two-factor challenge. Exemptions, transactions outside the scope of SCA and authentication already completed through a supported payment method may affect the process. Your provider or issuer determines the checks needed for the particular transaction.

We do not receive your banking password, one-time authentication code or the underlying fingerprint or facial data used by your device or bank. We receive the transaction outcome and information needed to administer the order. Authentication does not guarantee that a payment will be approved.

8 Information required for an order

Some details are necessary to fulfil your request, such as your name, delivery address, contact email and the products ordered. If you do not provide the information reasonably needed for an order, we may be unable to accept it, deliver it or contact you about it. Optional marketing consent is not required to buy goods.

You are responsible for providing accurate information and updating us when it changes. If you enter an incorrect email address, messages may not reach you or may reach someone else. Please check your details before submitting them and contact us promptly if you notice an error.

If you provide another person’s details, make sure you are entitled to do so and tell them how those details will be used. We use nominated recipient information for the relevant order and associated service or legal purposes.

9 Who we share information with

We share information only where necessary for the purposes described in this policy and where there is a lawful basis. Relevant recipients may include:

Hosting, ecommerce, IT and security providers that operate, maintain or protect the website and associated systems.
Payment providers and banks that process transactions, refunds or disputes. We share the order information needed for those purposes, not payment credentials we do not hold.
Warehouses, fulfilment providers, carriers and customs-related service providers that prepare and deliver orders or handle returns.
Customer service and communication providers that help us manage enquiries and send operational messages.
Analytics or marketing service providers, where their features are used and subject to applicable consent and preference controls.
Professional advisers, accountants, insurers and legal advisers where relevant to our obligations or the handling of claims.
Authorities, regulators or courts where disclosure is legally required or otherwise lawfully necessary.

Providers processing information on our behalf must act under appropriate contractual instructions and confidentiality and security obligations. Organisations acting as independent controllers are responsible for their own processing. We limit the information disclosed to what is relevant to the task.

If the business is reorganised, sold or transferred, relevant information may be shared with advisers and a prospective or new operator under appropriate safeguards. Any new operator must have a lawful basis for its use and provide the privacy information required by law.

10 Transfers outside the UK and EEA

Our providers or their support teams may be located outside the United Kingdom or the European Economic Area. Hosting, storage or access from another country can involve an international transfer of personal information. We assess the arrangements applicable to a provider before making a restricted transfer.

Where the destination is covered by a relevant UK adequacy regulation or EU adequacy decision, we may rely on that mechanism within its scope. Otherwise, we use an appropriate legal safeguard. For UK restricted transfers, this may be the UK International Data Transfer Agreement or the UK Addendum to the European Commission’s Standard Contractual Clauses. For transfers governed by the EU GDPR, the EU Standard Contractual Clauses may be used.

Where required, we assess the protection available in the destination and adopt supplementary measures, such as additional access restrictions or encryption. A contractual clause alone is not treated as sufficient if the circumstances require further protection. Any statutory exception is used only where its specific conditions are met.

Email info@maison-cheval.com to ask about the countries relevant to the processing of your information or to request details or a copy of the applicable safeguards. We may redact confidential or unrelated information while giving you a meaningful explanation.

11 Data security

We use technical and organisational safeguards to protect personal information when you shop, use your account or communicate with us. These include encrypted transmission of information, access limited to authorised people with a business need, and regular security reviews intended to identify and address weaknesses.

Our security approach includes reviewing access permissions, keeping relevant systems maintained, protecting administrative access and requiring confidentiality from people who handle customer information. We use encryption where appropriate to the type of data and the risks involved, rather than assuming that one measure protects every system.

We review our procedures through security evaluations and audits proportionate to our activities. Staff training covers responsible handling of personal information, recognising security risks and responding to incidents. These measures aim to prevent unauthorised access, alteration, disclosure, loss or destruction.

No website or transmission method can promise absolute security. If a personal data incident occurs, we will assess it, take appropriate corrective action and notify the relevant regulator and affected individuals where legally required. Use a strong account password and contact us promptly if you suspect unauthorised access.

12 How long we keep information

We keep personal information only for as long as needed for the purpose for which it was collected, including applicable legal requirements. The period depends on the category, the status of your order or account, and whether an unresolved issue requires the records to be retained.

Account records are kept while needed to provide the account. Following deletion, information no longer needed for another lawful purpose is removed or anonymised.
Order, invoice and transaction administration records are retained for applicable accounting and tax periods and for as long as reasonably needed to handle returns, warranties or legal claims.
Support messages and return photographs are kept while resolving the issue and for a proportionate period needed to document the outcome or address related claims.
Security logs are kept for a period appropriate to detecting and investigating incidents. Records connected to an active investigation may be retained longer.
Marketing preferences and consent records are kept while needed to manage communications and demonstrate the choices made. A limited suppression record may be retained to ensure that an opt-out is respected.
Cookie and similar technology lifetimes depend on the technology and are described in the relevant cookie information.

We review retention needs and delete or anonymise information when it is no longer required. A legal hold may temporarily prevent deletion of particular records. Backup copies may remain until the normal secure replacement cycle, with access restricted and without being used for unrelated purposes. You can contact us for the retention criteria applicable to a particular record.

13 Your account and deletion

You can delete your account through your account settings. If you cannot access the account or need assistance, email info@maison-cheval.com. Save order confirmations or other records you want to keep before deleting the account.

Account deletion does not automatically cancel an order, begin a return or trigger a refund. It also does not immediately erase records we must retain for legal requirements, an outstanding order or a dispute. We restrict retained information to the relevant purpose and do not use account deletion as a reason to ignore a valid privacy request.

14 Cookies and similar technologies

The website may use cookies or similar storage to support functions such as keeping items in your basket, maintaining a session, remembering choices and protecting the checkout. Technologies strictly necessary to provide a service you request may be used without consent where the law permits. For more information about how we use cookies and how to manage your preferences, please read our full Cookie Policy.

15 Complaints

If you are concerned about our use of personal information, email info@maison-cheval.com and explain the issue. We will investigate and respond under the applicable complaints requirements. You do not have to complete our complaints process before contacting a competent data protection regulator.

In the United Kingdom, you can complain to the Information Commissioner’s Office (ICO). Its official website, ico.org.uk, provides current complaint forms and contact information. If the EU GDPR applies, you may also contact the supervisory authority in the EEA country where you live, work or where you believe an infringement occurred.

16 Changes to this policy

We may update this policy when our practices, providers or legal obligations change. The date at the top identifies the latest version. Where a change materially affects how we use your information, we will provide an appropriate notice and obtain fresh consent if the law requires it. Publishing an update does not by itself authorise a new incompatible use of previously collected information.

17 Contact details

MAISONCHEVAL LTD

Company number 17313603

123 Disraeli Road

London SW15 2DZ

England

Email: info@maison-cheval.com

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