Privacy Policy
How we handle your personal information
At Arctic Store, we make individual pieces and often stay in touch with customers for many years. This policy explains what information we use, why we keep it, who helps us process it, and how to contact us about your privacy.
Who We Are
Arctic-Store LLC, based in Coventry, Connecticut, United States, is the seller and operator of arctic-store.com. Our products are handcrafted in our family workshop in Saint Petersburg, Russia.
Arctic-Store LLC is responsible for customer information collected through our website. Privacy questions and requests can be sent through our Contact Us page.
Information We Collect
Depending on how you use our store, we may collect:
- Contact and delivery details: name, email, telephone number, billing and shipping addresses.
- Order and account details: products, measurements, sizes, customization preferences, purchase history, shipment information and account details.
- Communications: messages, feedback, photographs, and permissions you choose to share with us.
- Payment records: order totals, payment status and transaction references, but not full card numbers or card security codes.
- Technical information: IP addresses, device and browser details, cookies, usage information and security logs.
We may also obtain relevant historical purchase records from our sales channels, including eBay, Etsy and Amazon, when that information is available and its use is permitted. Such histories may be incomplete.
Why We Use Your Information
We use information to prepare and fulfil orders, process payments, arrange delivery, confirm measurements, share photographs of finished items, answer questions, handle returns and provide continuing care for pieces made by our workshop.
We also use relevant information to maintain accounts and records, protect the website from fraud or misuse, understand store performance and meet applicable legal and accounting obligations.
Where privacy laws require a legal basis, these purposes may rely on fulfilling a contract, complying with legal obligations, our legitimate interests in running a secure store and maintaining customer service, or your consent where appropriate.
Some information is needed to complete an order. For example, delivery requires an address and usable recipient contact details. If you cannot provide a contact telephone number, please contact us to discuss an alternative.
Payments and Delivery
Purchases through arctic-store.com are sales by Arctic-Store LLC. Payments are made in US dollars (USD) and processed through Adobe Payment Services and PayPal using our US-registered merchant account.
Although a payment form may appear on our website, sensitive card details are handled by the payment providers. We do not see or store full card numbers or card security codes. We receive the transaction details needed to manage your order.
For shipping, we provide the carrier with the recipient name, delivery address and telephone number needed to transport the parcel and communicate about delivery. See Customer Service for shipping and order information.
Customer History, Matching Sets and Lifetime Care
We value long-term customer relationships. We keep relevant records of previous orders, materials, colors, sizes, customization details, correspondence and individual preferences. Where available and permitted, we may connect records from different Arctic Store sales channels to provide consistent service.
This helps us confirm the details of an original purchase, support requests through Lifetime Care, and suggest matching accessories or coordinated sets that complement pieces you already own.
Individual product suggestions and decisions about contacting customers are made by our team, with respect for your preferences and applicable communication rules.
Personal Communication and Reviews
We may contact you by email, telephone or messaging services such as WhatsApp about an order, measurements, finished-item photographs, delivery and aftercare. We respect your preferred communication channel whenever reasonably possible.
We do not currently run mass promotional email campaigns. We may make relevant individual offers where permitted. You can ask us to stop promotional messages at any time; necessary order and service communications may continue.
We use Yotpo to invite customers to leave reviews and to collect and display reviews. Review invitations may be sent automatically, and Yotpo may process information needed for that service under its applicable terms and privacy practices.
Customer Photographs and Testimonials
When customers send photographs directly to us, we ask for permission before publishing them on our website or our social media pages. Depending on the permission or written agreement, a publication may also include an agreed name, location or testimonial.
Some permissions are covered by individual written agreements. We respect the scope of the permission or agreement and consider requests about continued use in light of its terms and applicable law.
Reviews and photographs submitted through Yotpo may be displayed using that service. Use outside its review features is subject to the relevant permissions and terms. We do not treat the mere receipt of a private photograph as permission to publish it.
Service Providers and International Processing
We use trusted service providers where needed to operate the store, including payment processors, shipping carriers, website hosting and technical support, Cloudflare security services, Google Analytics, Yotpo, email services and messaging platforms. Authorized technical personnel may access information when needed for maintenance, support, security or backup operations.
Customer information may be handled in the United States, Russia, and other countries where our service providers operate. Data protection rules differ across countries. You can contact us for information about applicable international processing and protections.
We do not sell customer contact lists to data brokers. We may disclose information when legally required or reasonably necessary to protect our customers, business or rights.
Security and How Long We Keep Information
We use technical and organizational measures intended to protect customer information. Account passwords are stored as hashes rather than readable passwords. Where external cloud backups are used, we store encrypted copies. No internet-based service can guarantee complete security.
Because our products are made for individual customers and may need care many years later, we may retain relevant order records, product details and correspondence for the long term. We also retain information for accounting, legal compliance, dispute handling and security. The period depends on the information, its purpose, continuing customer-service needs and applicable law.
We review requests to correct or erase information individually, taking account of applicable rights, retention obligations, existing agreements and backup limitations.
Your Choices and Privacy Rights
Depending on where you live and which laws apply, you may have rights to access or correct your personal information, request a copy or deletion, restrict certain uses, or object to processing. Where we rely on consent, you may have the right to withdraw it.
You can object to direct marketing or ask us to stop promotional contact at any time. This does not prevent messages necessary to complete an existing order or respond to your requests.
Please use our Contact Us page for privacy requests. We may need to verify that a request comes from the person concerned. Where applicable, you may also raise a concern with your local data protection authority.
Software-Assisted Customer Service
Software-assisted tools may help us search, organize and check records, translate correspondence, and prepare drafts or suggestions. Our team decides whether to contact a customer, what to offer and how to respond. We do not leave those customer-facing decisions to an automated system.
Policy Updates and Contact
We may update this notice when our services, systems or legal obligations change. The date at the top identifies this version. If you have questions about how your information is used, please contact Arctic Store.