Privacy policy

Last updated: 16 July 2026

1. About This Privacy Policy

Total Threads Ltd operates this website and online store, including its related information, content, features, products and services.

Total Threads Ltd is powered by Shopify, which provides the ecommerce platform we use to offer our products and services.

This Privacy Policy explains how Total Threads Ltd collects, uses, stores and shares personal information when you:

• Visit or use our website
• Create or use a customer account
• Place an order
• Request a return or refund
• Join our mailing list
• Contact us
• Otherwise interact with Total Threads

In this policy, “Total Threads”, “we”, “us” and “our” refer to Total Threads Ltd. “You” and “your” refer to customers, website visitors and other individuals whose personal information we process.

Please read this policy carefully. It should be read alongside our Terms of Service, Returns & Refunds Policy and other website policies.

If there is a conflict between this Privacy Policy and our Terms of Service regarding the collection, use or disclosure of personal information, this Privacy Policy will apply.

2. Who Is Responsible for Your Personal Information?

For the purposes of applicable UK data-protection law, the data controller is:

Total Threads Ltd
Trading as Total Threads

Correspondence address:
PO Box 102
EX38 9AZ
United Kingdom

Email: hello@totalthreads.store

As data controller, Total Threads Ltd is responsible for deciding why and how personal information is processed, except where another organisation acts as an independent controller for its own purposes.

3. Personal Information We Collect

“Personal information” means information that identifies you or can reasonably be linked to you.

Depending on how you interact with Total Threads, we may collect the following information.

Contact information

This may include:

• Your name
• Billing address
• Delivery address
• Email address
• Telephone number

Order and transaction information

This may include:

• Products viewed or purchased
• Shopping-basket contents
• Order history
• Sizes, colours and quantities ordered
• School, business, club or organisation selected
• Returns, refund requests and order cancellations
• Delivery and tracking information
• Payment method and payment status
• Discount codes and promotions used

Payment information

Payments are processed through Shopify and relevant payment providers.

We may receive transaction details, payment confirmation, billing information and limited payment information. We do not normally receive or store your complete payment-card number.

Payment providers process payment information in accordance with their own privacy notices and legal obligations.

Account information

Where customer accounts are available, this may include:

• Username or login details
• Account preferences
• Saved addresses
• Order history
• Account settings

Personalisation information

Where you request personalised, embroidered or printed products, we may process:

• Names
• Initials
• Numbers
• Job titles
• Business or organisation names
• Logos
• Artwork
• Customer-supplied wording
• Garment and decoration instructions

Communications

This includes information you provide when you:

• Contact customer service
• Ask a question
• Make a complaint
• Request a return or refund
• Report an incorrect, damaged or faulty item
• Respond to an email
• Submit a review or other customer content

Device and technical information

This may include:

• Internet Protocol address
• Browser type and version
• Device type
• Operating system
• Network connection
• Device identifiers
• Cookie identifiers
• General location derived from your IP address

Website usage information

This may include:

• Pages viewed
• Products viewed
• Links or buttons selected
• Time spent on the website
• Referring website or advertising source
• Shopping-basket activity
• Website searches
• Checkout activity
• Website errors and performance information

Marketing preferences

This may include:

• Whether you have joined our email list
• Your marketing-consent status
• Your cookie choices
• Your communication preferences
• Whether you have unsubscribed from marketing

4. How We Collect Personal Information

We may collect personal information from the following sources.

Directly from you

For example, when you:

• Place an order
• Create an account
• Contact us
• Request a return or refund
• Join our email list
• Submit personalisation details
• Supply a logo or artwork
• Complete a website form
• Submit a review

Automatically through our website

We may collect device, browser and usage information automatically when you use our website, including through cookies and similar technologies.

From Shopify and service providers

We may receive information from organisations that help us operate our business, including:

• Shopify
• Payment providers
• Royal Mail
• Technology and hosting providers
• Website applications
• Analytics providers
• Marketing platforms
• Fraud-prevention services

From other people or organisations

Someone may provide information about you when placing an order on your behalf.

For example, a parent, guardian, school, employer, club or organisation may provide limited information needed to supply a garment or personalised product.

The person providing the information is responsible for ensuring they are authorised to do so.

5. How and Why We Use Personal Information

We use personal information only where we have a lawful reason to do so.

To fulfil our contract with you

We may use your information to:

• Process and fulfil orders
• Take and confirm payment
• Obtain stock
• Embroider, print or personalise products
• Arrange delivery
• Send order and dispatch notifications
• Handle eligible returns and refunds
• Provide customer support
• Manage customer accounts
• Respond to order-related enquiries

To comply with legal obligations

We may use and retain information to:

• Maintain tax and accounting records
• Comply with consumer law
• Respond to lawful requests from authorities
• Prevent and investigate unlawful activity
• Exercise or defend legal claims
• Meet data-protection and business-record requirements

For our legitimate interests

Where these interests are not overridden by your rights, we may use information to:

• Operate and improve our website
• Understand how customers use our services
• Manage stock, suppliers and business operations
• Protect our website, customers and business
• Prevent fraud and misuse
• Handle complaints and disputes
• Improve products and customer service
• Maintain accurate business records
• Measure the performance of our services
• Send relevant marketing where permitted by law

With your consent

Where consent is required, we may use your information to:

• Send marketing communications
• Use non-essential analytics cookies
• Use marketing or advertising cookies
• Provide optional personalised website features
• Use information for another clearly explained purpose

You may withdraw your consent at any time. Withdrawing consent does not affect processing that took place before it was withdrawn.

6. Cookies and Similar Technologies

We and our service providers, including Shopify, use cookies and similar technologies when you visit or use our website.

These technologies may include:

• Cookies
• Pixels
• Tags
• Scripts
• Local storage
• Software development tools
• Similar device-storage or tracking technologies

Cookies are small files stored on your computer, mobile phone, tablet or other device. They allow a website to recognise a device and remember information about preferences or previous activity.

Strictly necessary cookies

Strictly necessary cookies are required for our website and online store to function.

They may be used to:

• Keep the website secure
• Detect fraud or misuse
• Remember products placed in your basket
• Enable checkout
• Process payments
• Maintain your browsing session
• Provide customer-account functionality
• Remember your privacy choices
• Balance website traffic
• Maintain website reliability

These cookies are necessary to provide the services you request and cannot normally be disabled through our cookie-preference system.

Blocking them through your browser may prevent parts of the website from working correctly.

Functional cookies

Functional cookies help provide optional website features and remember choices you make.

They may remember:

• Your preferences
• Previous selections
• Region or language choices
• Customer-account settings
• Information entered during a browsing session

Where consent is required, these cookies will not be used unless you accept them.

Analytics and performance cookies

Analytics and performance cookies help us understand how visitors use our website.

They may collect information about:

• Pages visited
• Products viewed
• Links and buttons selected
• Time spent on the website
• Browser and device type
• How a visitor reached the website
• Website errors
• Website and checkout performance
• Whether a visit resulted in an order

We may use this information to improve website navigation, identify technical issues and understand the performance of our products and services.

Where consent is required, analytics and performance cookies will not be activated unless you accept them.

Marketing and advertising cookies

Marketing and advertising cookies may be used to measure advertising performance and make marketing more relevant.

They may help us or our service providers to:

• Measure whether advertising resulted in a visit or order
• Understand advertising-campaign performance
• Avoid repeatedly showing the same advertisement
• Create advertising audiences
• Display advertising based on browsing activity or interests

Marketing cookies are not necessary for you to browse our website or place an order.

Where consent is required, they will not be activated unless you accept them through our cookie banner or privacy-preference controls.

Shopify cookies

Our online store is hosted on Shopify.

Shopify may use cookies and similar technologies to provide:

• Storefront operation
• Shopping-basket functionality
• Checkout
• Payment processing
• Security and fraud prevention
• Customer accounts
• Analytics
• Personalisation
• Privacy-preference management

Third-party cookies

Services connected to our website may also use cookies or similar technologies.

These may include:

• Payment providers
• Analytics services
• Marketing platforms
• Social-media services
• Email-marketing services
• Security and fraud-prevention services
• Shopify applications

Where a third party acts as an independent data controller, its own privacy notice will apply to its use of personal information.

Your cookie choices

When you first visit our website, you may be shown a cookie banner.

Depending on the options available, you may be able to:

• Accept non-essential cookies
• Decline non-essential cookies
• Manage individual cookie categories
• Review more information about our use of cookies

Strictly necessary cookies remain active because they are required for the website to function.

Declining non-essential cookies will not prevent you from browsing the website or placing an order, although some optional features may work differently.

Changing your cookie preferences

You can review or change your choices using the Cookie preferences option available through our website.

Withdrawing consent does not affect processing carried out before your consent was withdrawn.

You may also view, block or delete cookies through your browser settings. These controls are commonly found under headings such as:

• Privacy
• Security
• Cookies
• Site settings
• Tracking protection

Blocking all cookies may prevent features such as the shopping basket, customer account or checkout from functioning correctly.

How long cookies remain on your device

Some cookies are temporary and expire when you close your browser. These are commonly called session cookies.

Other cookies remain on your device for a specified period or until you delete them. These are commonly called persistent cookies.

The retention period depends on the cookie’s purpose and the service that placed it. Further information may be available through our cookie-preference tool.

7. Email Marketing

You may choose to join the Total Threads email list.

Where you have subscribed, or where marketing is otherwise permitted by law, we may send you information about:

• Products
• New school ranges
• Offers and promotions
• Business and club clothing
• Relevant Total Threads news

You may unsubscribe at any time by using the unsubscribe link included in our marketing emails or by contacting us.

Unsubscribing from marketing does not prevent us from sending essential service communications about an order, account, return, refund or customer-service enquiry.

Email-marketing preferences are separate from cookie choices.

8. How We Share Personal Information

We may share personal information where reasonably necessary with the following recipients.

Shopify

Shopify hosts and operates the ecommerce platform used by Total Threads and processes information to provide and improve its services.

Payment providers

Payment providers process payments, refunds and fraud checks.

Delivery providers

We share the information required for delivery with Royal Mail and any relevant delivery-service providers.

This may include your name, delivery address, email address, telephone number and order-delivery information.

Suppliers and production partners

Where necessary to fulfil an order, we may share limited information with garment suppliers, embroidery or printing providers and other production partners.

We share only the information reasonably required to complete the order.

Technology and professional service providers

We may share information with providers that assist with:

• Website hosting
• Data storage
• IT support
• Customer service
• Accounting
• Legal advice
• Business administration
• Analytics
• Security
• Fraud prevention

Marketing and advertising providers

Where permitted and subject to your choices, we may share or allow access to relevant information with email, analytics, social-media and advertising providers.

Legal and regulatory authorities

We may share information where required to:

• Comply with the law
• Respond to a valid legal request
• Prevent or investigate fraud
• Protect customers, Total Threads or other people
• Establish, exercise or defend legal claims

Business transactions

Information may be disclosed in connection with a proposed or completed:

• Sale of the business
• Merger
• Reorganisation
• Investment
• Transfer of assets
• Insolvency process

Any recipient would be required to use the information in accordance with applicable law.

9. Our Relationship With Shopify

The Total Threads online store is hosted by Shopify.

Information submitted through our website is transmitted to and processed by Shopify so that Shopify can provide services including hosting, checkout, payments, security, analytics and customer-account functionality.

Shopify and its service providers may process information in countries outside the United Kingdom.

Where Shopify processes information on our behalf, it acts as our service provider or processor. In some circumstances, Shopify may act as an independent controller where it determines its own purposes for processing.

If Shopify Network Intelligence or other enhanced Shopify services are enabled, Shopify may use information about interactions with our store and other Shopify merchants to provide services such as:

• Fraud prevention
• Store and product personalisation
• Performance insights
• Advertising measurement
• Relevant advertising

Shopify is responsible for responding to requests relating to processing for which it acts as an independent controller. Further information is available through the Shopify Consumer Privacy Policy and Shopify Privacy Portal.

10. Third-Party Websites and Links

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

We do not control these external websites and are not responsible for their:

• Content
• Security
• Availability
• Accuracy
• Privacy practices

You should review the privacy policy and terms of any third-party website before providing it with personal information.

The inclusion of a link does not necessarily mean that Total Threads endorses the third party or its services.

11. Children’s Personal Information

Orders must be placed by an adult or by someone authorised to act on behalf of a school, business, club or organisation.

Because we sell school uniform and personalised garments, we may process limited information relating to a child, such as:

• A pupil’s name
• Initials
• Garment size
• School
• Personalisation instructions

This information should be provided by a parent, guardian or other authorised adult.

We use it only as reasonably necessary to fulfil the order, provide customer service and maintain appropriate business records.

We do not knowingly use children’s personal information for behavioural advertising.

Contact us if you believe a child has provided personal information without appropriate permission.

12. International Transfers

Shopify and some of our service providers may transfer, store or process personal information outside the United Kingdom.

Where personal information is transferred to a country that is not covered by a UK adequacy decision, we will rely on an appropriate legal safeguard where required.

These safeguards may include:

• The United Kingdom’s International Data Transfer Agreement
• The UK Addendum to approved Standard Contractual Clauses
• Another lawful transfer mechanism
• A permitted legal exception

13. How Long We Retain Personal Information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected.

The retention period may depend on:

• Whether you have an active account
• Whether an order or enquiry remains open
• Accounting and tax requirements
• Consumer-law obligations
• Product guarantees or disputes
• Fraud-prevention requirements
• The need to establish or defend a legal claim
• Whether you have consented to marketing

When information is no longer required, we will delete, anonymise or securely dispose of it where reasonably possible.

Backup copies may remain for a limited period until they are overwritten or securely deleted.

14. Security

We take reasonable technical and organisational measures to protect personal information from:

• Unauthorised access
• Accidental loss
• Misuse
• Alteration
• Disclosure
• Destruction

However, no online system, transmission method or storage system can be guaranteed to be completely secure.

You are responsible for keeping account passwords and login information confidential.

Please do not send sensitive payment or confidential information through unsecured communication channels.

15. Your Data-Protection Rights

Depending on the circumstances, you may have the following rights.

Right of access

You may request confirmation of whether we process your personal information and ask for a copy of it.

Right to correction

You may ask us to correct inaccurate or incomplete personal information.

Right to deletion

You may ask us to delete personal information in certain circumstances.

This right does not always apply, including where we must retain information to comply with a legal obligation or defend a legal claim.

Right to restrict processing

You may ask us to restrict how we use your information in certain circumstances.

Right to object

You may object to processing based on legitimate interests in certain circumstances.

You may object to direct marketing at any time.

Right to data portability

Where the right applies, you may ask to receive information you provided to us in a structured, commonly used and machine-readable format or ask us to transfer it to another organisation.

Right to withdraw consent

Where we rely on consent, you may withdraw it at any time.

Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.

Right to complain

You may make a complaint to the Information Commissioner’s Office or another relevant supervisory authority.

16. Exercising Your Rights

To exercise a data-protection right, contact:

Email: hello@totalthreads.store

Please clearly explain:

• Who you are
• The right you wish to exercise
• The information or activity concerned

We may ask for information reasonably necessary to confirm your identity and protect your information from unauthorised disclosure.

You may appoint an authorised representative to act on your behalf. We may ask for evidence that the representative has your authority.

We will respond within the period required by applicable law.

You will not be treated unfairly for exercising a data-protection right.

17. Complaints

Contact us if you have concerns about how we collect or use personal information.

We will investigate your concern and aim to respond within a reasonable period.

You also have the right to complain to the UK data-protection regulator:

Information Commissioner’s Office

You do not have to contact Total Threads before making a complaint to the Information Commissioner’s Office, although we would appreciate the opportunity to resolve the matter.

18. Changes to This Privacy Policy

We may update this Privacy Policy to reflect changes to:

• Our products or services
• Our website
• Shopify or connected applications
• Our use of personal information
• Legal or regulatory requirements
• Our business operations

The updated policy will be published on our website, and the “Last updated” date will be amended.

Where required by law, we will provide additional notice of significant changes.

19. Contact Us

Questions about this Privacy Policy, our privacy practices or your personal information should be sent to:

Total Threads Ltd
Trading as Total Threads

Email: hello@totalthreads.store

Correspondence address:
PO Box 102
EX38 9AZ
United Kingdom

For the purposes of applicable data-protection law, Total Threads Ltd is the controller of your personal information.