Privacy Policy

This policy explains how Lucy Bee Ltd (“Lucy Bee”, “we”, “us”) collects and uses your personal information when you visit lucybee.com, buy from us, sign up to our emails, chat with us or contact our team.

Lucy Bee Ltd is a company registered in England and Wales (company number 07949199). Our address is 9 Martinfield, Welwyn Garden City, Hertfordshire, AL7 1HG, United Kingdom. We are the “controller” of your personal information under UK data protection law.

The short version:

• We NEVER see or store your full payment card details.
• We NEVER sell your data.
• We only share your details with the companies that help us run our shop, take payment, deliver your order and send our emails, and only for those purposes.
• You can unsubscribe from our emails at any time.
• You can ask us to delete your details at any time, and we will action this within 48 hours.

Information you give us, for example when you place an order, create an account, sign up to our emails, enter a competition, leave a review, book an appointment, answer a survey, chat with us or contact our team:

• Your name, email address, phone number and delivery and billing addresses
• Your order history, subscriptions, account details and VIBee loyalty credits
• Your date of birth or birthday, if you choose to give it (for example for a birthday reward)
• Your marketing preferences
• Reviews, survey answers, chat messages and anything else you choose to tell us

Information collected automatically when you use our website or open our emails, such as your IP address, device and browser type, approximate location, the pages and products you view, items added to your basket, and whether you open or click our emails. Some of this is collected using cookies (see below).

Payment information is entered directly into our payment providers’ secure systems. We never see or store your full card number.

We use your information to:

• Process and deliver your orders, manage subscriptions and your account, handle returns and refunds, and keep you updated about your order. We do this to perform our contract with you.
• Answer your questions by email, phone or website chat.
• Send you marketing emails and texts (texts only if you sign up to them) about our products, offers and tips, where you have agreed to receive them. You can unsubscribe at any time using the link in every email or by contacting us.
• Run our loyalty scheme, reviews, competitions and referral or affiliate programmes.
• Improve our website, products and service, understand what is popular, and show you more relevant content and adverts. Where this uses non-essential cookies, we only do so with your consent.
• Prevent fraud and keep our website and your account secure.
• Meet our legal obligations, for example keeping tax and accounting records.

Where we rely on our legitimate interests (for example improving our service or preventing fraud), we make sure these are balanced against your rights.

You can chat with us using the chat button on our website. During office hours (Monday to Friday, 9am to 5pm UK time) your messages are answered by our team. At other times, and where shown, an AI assistant provided by Shopify answers your questions using information about our products, policies and website. The chat will tell you when you are speaking to an AI assistant.

Your chat messages, and any details you give in the chat such as your name and email address, are stored by Shopify and seen by our team so we can help you and follow up. The AI assistant may use your basket, browsing or order history to give a relevant answer. AI answers can occasionally be wrong, so please contact our team if anything is unclear. Please don’t share payment card details or health information in the chat.

Shopify processes this information on our behalf. You can read more in Shopify’s privacy policy.

We share your information only with trusted companies that help us run our business, and only so they can provide their service to us. They are not allowed to use it for their own purposes, except where they act as an independent controller as explained below. These include:

• Shopify, which runs our online shop, checkout, customer accounts and website chat
• Payment providers, including Shopify Payments (which works with Stripe), PayPal and Klarna, to take payment securely
• Delivery companies, including Royal Mail, FedEx and UPS, so they can deliver your order and send you tracking updates
• Klaviyo, which sends our marketing and service emails (and texts, if you sign up to them)
• Apps that run our customer features, such as our loyalty and account scheme (Flits), subscriptions (Seal), reviews (Judge.me), affiliates (GoAffPro), live chat and surveys
• Analytics and advertising partners, only where you have accepted the relevant cookies
• Our professional advisers, and authorities where the law requires it

If you buy from us through another marketplace or app (for example Amazon or an AI shopping assistant), that company’s own privacy policy also applies.

Some of these providers are based in, or store data in, countries outside the UK, such as the United States. Where this happens, we make sure appropriate safeguards are in place, such as the UK’s approved data transfer agreements.

Your payments are processed by our payment providers on secure systems that meet the Payment Card Industry Data Security Standard (PCI DSS). Lucy Bee never sees or stores your full card details. Payments are protected by Strong Customer Authentication where required.

Klarna: when you choose Klarna at checkout (for example “Pay Later”, “Pay Now” or “Pay in 3”), your contact and order details are shared with Klarna to check your eligibility and process the payment. Klarna acts as an independent controller of this information and handles it under its own privacy policy.

PayPal also acts as an independent controller when you pay with PayPal, under its own privacy policy.

Cookies are small files stored on your device when you visit our website. Some are essential to make the shop and checkout work. Others are optional and help us understand how our site is used, remember your preferences and show you more relevant adverts.

We only use optional cookies if you agree to them in our cookie banner, and you can change your choice at any time. You can also clear cookies in your browser settings.

We keep order and payment records for six years after the end of the financial year they relate to, as required for tax and accounting.

We keep your account, marketing and customer service information while you are a customer or subscriber. If you unsubscribe from our emails, we keep a record of this so we don’t contact you again. You can ask us to delete your information at any time, and we will action this within 48 hours, except for anything we must keep by law.

Under UK data protection law, you have the right to:

• Access: ask for a copy of the personal information we hold about you
• Rectification: ask us to correct or complete information you think is wrong or incomplete
• Erasure: ask us to delete your personal information
• Restriction: ask us to limit how we use your information
• Object: object to us using your information, including for marketing at any time
• Data portability: ask for your information in a format you can take elsewhere
• Withdraw consent: where we rely on your consent, you can withdraw it at any time

To make a request, email hello@lucybee.com or call 01992 747900. There is no charge, and we will action your request within 48 hours.

If you have any concerns about how we use your personal information, please contact us first at hello@lucybee.com or on 01992 747900 and we will do our best to put things right.

You can also complain to the Information Commissioner’s Office (ICO):
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
Helpline: 0303 123 1113
Website: ico.org.uk

We may update this policy from time to time. We will show the date of the latest update below.

The Lucy Bee Team
Last updated: November 2026