Privacy Policy
Last updated: 5 September 2026
Comfaine LTD runs comfaine.com. This page answers the questions people actually have about their personal information: what we hold, why, who else sees it, how long, and what you can make us do about it.
We process personal information under the UK General Data Protection Regulation, the Data Protection Act 2018 and, for cookies and marketing messages, the Privacy and Electronic Communications Regulations (PECR). We don't sell personal information and never have.
Who is responsible for my information?
Comfaine LTD is the controller.
| Store | Comfaine, at comfaine.com |
| Company | Comfaine LTD |
| Business address | St Michael's Way, Metrocentre, Gateshead NE11 9YG, United Kingdom |
| support@comfaine.com | |
| Phone | +44 191 493 0200 |
| Customer service hours | Monday to Friday, 9:00 am–9:00 pm UK time |
| Response time | Within one working day |
For anything about your data, email us with "Privacy" in the subject line.
What do you collect about me?
When you browse: IP address, browser and device type, operating system, time zone, the site or search that brought you here, the pages and products you view, and what goes in your basket. Collected through cookies and similar technologies, most of which are set only with your consent (see cookies below). Lawful basis: our legitimate interest in running and securing the site, and your consent for non-essential cookies.
When you order: name, email address, phone number, billing and delivery address, what you bought, payment confirmation, and what happens afterwards: delivery, returns, refunds. Lawful basis: performance of our contract with you, our legal obligations, and our legitimate interest in preventing fraud.
When you pay: your card number goes directly into the payment provider's secure form and never reaches our systems. We receive a confirmation, the card type and the last four digits.
When you ask for sizing help: the measurements and the size you usually wear, if you choose to send them. We use them only to answer your question and don't add them to a profile. If you mention a medical reason for wearing a support garment, we treat that as sensitive, use it only to give you a sensible answer, and don't store it beyond the conversation. Please don't send medical documents.
When you open an account: email, encrypted password, saved addresses and order history. Accounts are optional. Lawful basis: performance of our contract.
When you contact us: whatever you write, your email address, and any photographs you attach to a return or complaint. Lawful basis: performance of our contract and our legitimate interest in resolving problems.
When you leave a review: your name (or the name you choose), the review, rating and any photos. Lawful basis: your consent.
From other companies: the payment provider sends the outcome of its fraud check, the courier sends delivery status, and Shopify sends technical logs about how the shop is used.
What do you use it for?
Taking and delivering your order, handling returns and refunds, running your account, answering your questions, detecting fraud, keeping the site working and secure, keeping the accounting records the law requires, defending legal claims if they arise, and, only where you've agreed or the law permits, marketing and measuring advertising.
We don't make decisions about you based solely on automated processing that have legal or similarly significant effects. Our payment provider's fraud screening may flag, delay or decline a transaction automatically; if that happens, contact us and a member of our team will review it, hear your side and can overturn it.
Will you email or text me?
About your order: yes, always. Confirmation, dispatch, delivery, refund. These aren't marketing and can't be switched off, because we need them to complete your purchase.
Marketing: in two situations only. Either you've ticked the box to opt in, or you've bought from us and we email you about similar products under the PECR "soft opt-in", in which case you're given the chance to refuse at checkout and in every message. Entering your email or phone number at checkout doesn't sign you up for marketing on its own. Buying from us is never conditional on agreeing to marketing.
If you've opted in to texts, they may include offers, basket reminders and new-product news; message frequency varies and your network's standard charges may apply. Reply STOP to any marketing text, use the unsubscribe link in any marketing email, or email us. It takes effect immediately.
What about cookies?
| Type | What it does | Set without consent? |
|---|---|---|
| Strictly necessary | Basket, checkout, login, security, remembering your cookie choice | Yes; the shop can't work without them |
| Functional | Remembers preferences such as region and currency | No |
| Analytics | Measures traffic, page performance and errors | No |
| Advertising | Measures our adverts and shows you relevant ones on other sites and social platforms | No |
Non-essential cookies, pixels and similar technologies are set only after you've consented through the cookie banner, as PECR requires. Change or withdraw your consent at any time through the "Cookie preferences" link in the footer or in your browser settings. Blocking strictly necessary cookies will stop the basket and checkout from working.
Do you use my data for advertising?
Only with your consent. Where you've agreed, we use information about your visits to measure whether our adverts work and to show you relevant ones on platforms such as Google, Facebook and Instagram. That relies on advertising cookies and, where you've agreed, a hashed version of your email address matched by the platform. Withdraw consent through the cookie banner at any time, or opt out of interest-based advertising across many platforms at youronlinechoices.com.
Who else sees my information?
Only the organisations that help us run the shop, and only what each one needs. Where they act on our behalf, we have data processing agreements in place.
- Shopify, which hosts the shop and processes payments through Shopify Payments. For services that run across many shops, such as Shop Pay and Shopify's fraud protection, Shopify is itself a controller under its own privacy policy.
- Other payment providers you choose at checkout, such as Apple Pay or Google Pay
- Fulfilment partners and couriers, who receive your name, address, phone number and email to deliver the parcel and send updates
- Email and messaging providers, for order messages and marketing you've agreed to
- Analytics and advertising partners, such as Google and Meta, when your cookie consent allows it
- Accountants, insurers, solicitors and IT providers, for the records and systems the business needs
- HMRC, regulators, the police and courts, where the law requires it
If the business is sold, merged or restructured, customer records transfer with it and the new owner takes on the obligations in this policy.
Does my information leave the UK?
Some of it. Shopify and our advertising and analytics partners process data in the United States and Canada, and our fulfilment partners in the countries where orders are dispatched from. Where a transfer is a restricted transfer under UK data protection law, we rely on UK adequacy regulations where they exist, and otherwise on the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses, with additional safeguards where needed. Ask us if you'd like to know which applies to a particular provider.
How long do you keep it?
| Information | Kept for |
|---|---|
| Orders, invoices and payment confirmations | 6 years from the end of the financial year, for HMRC |
| Return and complaint records, including photographs | Until closed, then for as long as a claim could be brought (up to 6 years) |
| Sizing questions | The duration of the conversation, then deleted with the support thread after 2 years |
| Account | Until you close it, or after 3 years without a login |
| Marketing subscription | Until you unsubscribe; we keep the unsubscribe itself so we don't email you by mistake |
| Support correspondence | 2 years after the last message |
| Analytics and advertising data | Up to 26 months, less where the tool allows |
| Fraud and security logs | 12 months |
While a dispute or legal claim is open, the relevant records stay. After that, information is deleted, anonymised or securely destroyed.
What can I make you do?
Under UK data protection law you can ask us to:
- give you access to the personal information we hold about you, and a copy of it
- correct anything inaccurate or incomplete
- erase it, where we're not required to keep it
- restrict how we process it while a dispute is resolved
- provide it in a portable format where we process it by automated means on the basis of contract or consent
- stop processing based on legitimate interests, and always stop direct marketing, if you object
- stop relying on your consent, which you can withdraw at any time
- have a person review any automated decision that significantly affects you
Some rights carry conditions and exemptions; we'll explain if one applies. Email support@comfaine.com with enough detail to identify you and your request. We may ask you to confirm your identity, usually through details of a recent order, and you may appoint someone to act for you subject to verification. We respond within one month; complex requests may take up to two months longer, and we'll tell you within the first month if so. There's no charge, except that the law lets us charge a reasonable fee for, or refuse, a request that is manifestly unfounded or excessive.
Is my information secure?
All traffic to and from the shop is encrypted (TLS). Card details never reach our systems, because payment is handled by PCI DSS-compliant providers. Access to customer information is limited to the people who need it and protected by two-factor authentication. Keep your account password to yourself and tell us promptly if you suspect anyone else has used it.
No online service can guarantee absolute security. If a breach is likely to pose a risk to your rights, we'll report it to the Information Commissioner's Office within 72 hours, and where the risk is high, we'll tell you directly without undue delay.
Do you collect information from children?
The shop is intended for adults. We don't knowingly collect personal information from anyone under 16, and we remove it if we learn we have. If you believe a child has given us their details, email us.
What about links to other sites?
Links on our site, including courier tracking pages and payment providers, lead to sites we don't control. Their privacy notices apply there, not ours.
How do I complain?
Raise it with us first at support@comfaine.com. We acknowledge complaints within five working days and aim to resolve them within a month.
If our response doesn't satisfy you, you have the right to complain to the UK supervisory authority:
Information Commissioner's Office Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF 0303 123 1113 · ico.org.uk
Will this policy change?
When our practices, our providers or the law change, yes. The current version is always on this page with the date at the top. Where a change materially affects how we handle your information, we'll tell you by email or on the site before it takes effect.
Contact
Comfaine LTD St Michael's Way, Metrocentre, Gateshead NE11 9YG, United Kingdom support@comfaine.com · +44 191 493 0200 Monday to Friday, 9:00 am–9:00 pm UK time · Replies within one working day
