Privacy policy
Last updated: September 1, 2026
This Privacy Policy describes how Lilac Haven (the "Site", "we", "us", or "our") collects, uses, and discloses your personal information when you visit, use our services, or make a purchase from www.lilachaven.com (the "Site") or otherwise communicate with us (collectively, the "Services"). For purposes of this Privacy Policy, "you" and "your" means you as the user of the Services, whether you are a customer, website visitor, or another individual whose information we have collected pursuant to this Privacy Policy.
Please read this Privacy Policy carefully. By using and accessing any of the Services, you agree to the collection, use, and disclosure of your information as described in this Privacy Policy. If you do not agree to this Privacy Policy, please do not use or access any of the Services.
California residents: see Your California Privacy Rights below for the disclosures and rights that apply to you, including how to opt out of the sharing of your personal information for advertising. You can exercise that choice at any time on our Your Privacy Choices page.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on the Site, update the "Last updated" date and take any other steps required by applicable law.
How We Collect and Use Your Personal Information
To provide the Services, we collect and have collected over the past 12 months personal information about you from a variety of sources, as set out below. The information that we collect and use varies depending on how you interact with us.
In addition to the specific uses set out below, we may use information we collect about you to communicate with you, provide the Services, comply with any applicable legal obligations, enforce any applicable terms of service, and to protect or defend the Services, our rights, and the rights of our users or others.
What Personal Information We Collect
The types of personal information we obtain about you depends on how you interact with our Site and use our Services. When we use the term "personal information", we are referring to information that identifies, relates to, describes or can be associated with you. The following sections describe the categories and specific types of personal information we collect.
Information We Collect Directly from You
Information that you directly submit to us through our Services may include:
- Basic contact details including your name, address, phone number, email.
- Order information including your name, billing address, shipping address, payment confirmation, email address, phone number.
- Account information including your username, password, security questions.
- Personalization content including the names, dates, messages, photographs and other details you supply to be printed or engraved on a made-to-order item.
- Shopping information including the items you view, put in your cart or add to your wishlist.
- Customer support information including the information you choose to include in communications with us, for example, when sending a message through the Services or through the chat on our Site.
Some features of the Services may require you to directly provide us with certain information about yourself. You may elect not to provide this information, but doing so may prevent you from using or accessing these features.
Information We Collect through Cookies
We also automatically collect certain information about your interaction with the Services ("Usage Data"). To do this, we may use cookies, pixels and similar technologies ("Cookies"). Usage Data may include information about how you access and use our Site and your account, including device information, browser information, information about your network connection, your IP address and other information regarding your interaction with the Services.
Where required by law, including in California, advertising and analytics Cookies are not set until you accept them. You can make or change that choice at any time from the cookie banner on our Site or on our Your Privacy Choices page.
Information We Obtain from Third Parties
Finally, we may obtain information about you from third parties, including from vendors and service providers who may collect information on our behalf, such as:
- Companies who support our Site and Services, such as Shopify.
- Our payment processors, who collect payment information (e.g., bank account, credit or debit card information, billing address) to process your payment in order to fulfill your orders and provide you with products or services you have requested, in order to perform our contract with you.
- When you visit our Site, open or click on emails we send you, or interact with our Services or advertisements, we, or third parties we work with, may automatically collect certain information using online tracking technologies such as pixels, web beacons, software developer kits, third-party libraries, and cookies.
Any information we obtain from third parties will be treated in accordance with this Privacy Policy. We are not responsible or liable for the accuracy of the information provided to us by third parties and are not responsible for any third party's policies or practices. For more information, see the section below, Third Party Websites and Links.
How We Use Your Personal Information
- Providing Products and Services. We use your personal information to provide you with the Services in order to perform our contract with you, including to process your payments, fulfill your orders, to send notifications to you related to you account, purchases, returns, exchanges or other transactions, to create, maintain and otherwise manage your account, to arrange for shipping, facilitate any returns and exchanges and to enable you to post reviews.
- Marketing and Advertising. We use your personal information for marketing and promotional purposes, such as to send marketing, advertising and promotional communications by email, text message or postal mail, and to show you advertisements for products or services. This may include using your personal information to better tailor the Services and advertising on our Site and other websites.
- Security and Fraud Prevention. We use your personal information to detect, investigate or take action regarding possible fraudulent, illegal or malicious activity. If you choose to use the Services and register an account, you are responsible for keeping your account credentials safe. We highly recommend that you do not share your username, password, or other access details with anyone else. If you believe your account has been compromised, please contact us immediately.
- Communicating with you. We use your personal information to provide you with customer support and improve our Services. This is in our legitimate interests in order to be responsive to you, to provide effective services to you, and to maintain our business relationship with you.
Cookies
Like many websites, we use Cookies on our Site. For specific information about the Cookies that we use related to powering our store with Shopify, see https://www.shopify.com/legal/cookies. We use Cookies to power and improve our Site and our Services (including to remember your actions and preferences), to run analytics and better understand user interaction with the Services (in our legitimate interests to administer, improve and optimize the Services). We may also permit third parties and services providers to use Cookies on our Site to better tailor the services, products and advertising on our Site and other websites.
Most browsers automatically accept Cookies by default, but you can choose to set your browser to remove or reject Cookies through your browser controls. Please keep in mind that removing or blocking Cookies can negatively impact your user experience and may cause some of the Services, including certain features and general functionality, to work incorrectly or no longer be available. Additionally, blocking Cookies may not completely prevent how we share information with third parties such as our advertising partners.
How We Disclose Personal Information
In certain circumstances, we may disclose your personal information to third parties for legitimate purposes subject to this Privacy Policy. Such circumstances may include:
- With vendors or other third parties who perform services on our behalf (e.g., IT management, payment processing, data analytics, customer support, cloud storage, fulfillment and shipping).
- With the printing and fulfillment partners who make your item, so that they can produce and ship it. This includes the personalization content you supply for that item.
- With business and marketing partners, including Shopify, to provide services and advertise to you.
- When you direct, request us or otherwise consent to our disclosure of certain information to third parties, such as to ship you products or through your use of social media widgets or login integrations, with your consent.
- With our affiliates or otherwise within our corporate group, in our legitimate interests to run a successful business.
- In connection with a business transaction such as a merger or bankruptcy, to comply with any applicable legal obligations (including to respond to subpoenas, search warrants and similar requests), to enforce any applicable terms of service, and to protect or defend the Services, our rights, and the rights of our users or others.
We have, in the past 12 months disclosed the following categories of personal information and sensitive personal information (denoted by *) about users for the purposes set out above in "How we Collect and Use your Personal Information" and "How we Disclose Personal Information":
| Category | Categories of Recipients |
|---|---|
|
|
We do not use or disclose sensitive personal information for the purposes of inferring characteristics about you.
Our Support Chat
Our Site offers a support chat. Replies are generated by an automated assistant and reviewed by a person. Your messages are transmitted to and stored by the third-party services that operate the chat and generate those replies, which are located outside our Site. Please do not enter payment card details, passwords, or other sensitive information into the chat. The notice shown when you open the chat names those services and how long messages are kept.
User Generated Content
The Services may enable you to post product reviews and other user-generated content. If you choose to submit user generated content to any public area of the Services, this content will be public and accessible by anyone.
We do not control who will have access to the information that you choose to make available to others, and cannot ensure that parties who have access to such information will respect your privacy or keep it secure. We are not responsible for the privacy or security of any information that you make publicly available, or for the accuracy, use or misuse of any information that you disclose or receive from third parties.
Photos You Upload for Personalization
Some of our products let you upload a photo so we can turn it into artwork — for example, converting a picture into a watercolour-style illustration that is then printed on your item. This section explains what happens to that photo.
What we collect. The image file you upload, and any text or options you enter alongside it. If your photo shows people, that image is personal information about everyone visible in it, not only about you.
Why we use it. Only to create, preview, and print the item you ordered, to re-print or refund it if something goes wrong, and to deal with any dispute about the order.
Who else sees it. To generate the artwork we send your photo to third-party artificial-intelligence image-processing providers acting as our service providers, and we send the finished artwork to the print workshop that makes your item. We do not sell your photos, and we do not share them for advertising.
How long we keep it. There is a dated schedule for this, set out under “How Long We Keep Photos, and When We Destroy Them” below.
Training. We do not use your photos to train artificial-intelligence models, and we require our providers not to train their models on them either.
Please only upload photos you have the right to use. If the picture shows someone other than you, please make sure they are happy for it to be used this way. Do not upload photos of children who are not in your care.
Your choices. You can ask us to delete an uploaded photo at any time by contacting us using the details at the end of this policy. If you ask before your item has been made, we will delete it and cancel the order.
A Note for Illinois, Texas and Washington Residents
If you upload a photograph that shows a face, some state laws may treat information derived from that image as biometric information. We use uploaded photos only to produce the artwork you ordered. We do not use them to identify anyone, we do not create or store faceprints or other biometric identifiers, we do not sell or lease this information, and we delete the images as described above.
How Long We Keep Photos, and When We Destroy Them
This is our written retention schedule for photographs you upload and the artwork generated from them. It is published here so you can read it before you upload anything.
- While your order is being made and shipped. We keep your photo and the artwork so we can produce your item, check it against your order, and re-print it if something goes wrong.
- Ninety days after your order is delivered. Both are permanently deleted. Ninety days covers our 30-day return window with enough margin to resolve a replacement or a dispute.
- Thirty days if you never complete the order. If you upload a photo and do not buy, it is permanently deleted within thirty days.
- One year at the very outside. Whatever else happens, nothing is kept longer than one year after your last interaction with us.
- Sooner, if you ask. Ask us to delete an uploaded photo and we will do it within thirty days. Ask before your item has been made and we will delete it and cancel the order.
Deletion is permanent and covers our backups as they cycle. The outside artificial-intelligence service that generates the artwork does not use your photo to train its models. It keeps a copy for up to 30 days in its own security logs, used only to detect misuse of its service, and deletes that copy afterwards. Nobody reviews those logs unless misuse is suspected.
Third Party Websites and Links
Our Site may provide links to websites or other online platforms operated by third parties. If you follow links to sites not affiliated or controlled by us, you should review their privacy and security policies and other terms and conditions. We do not guarantee and are not responsible for the privacy or security of such sites, including the accuracy, completeness, or reliability of information found on these sites. Information you provide on public or semi-public venues, including information you share on third-party social networking platforms may also be viewable by other users of the Services and/or users of those third-party platforms without limitation as to its use by us or by a third party. Our inclusion of such links does not, by itself, imply any endorsement of the content on such platforms or of their owners or operators, except as disclosed on the Services.
Children's Data
The Services are not intended to be used by children, and we do not knowingly collect any personal information about children. If you are the parent or guardian of a child who has provided us with their personal information, you may contact us using the contact details set out below to request that it be deleted.
As of the Effective Date of this Privacy Policy, we do not have actual knowledge that we "share" or "sell" (as those terms are defined in applicable law) personal information of individuals under 16 years of age.
Security and Retention of Your Information
Please be aware that no security measures are perfect or impenetrable, and we cannot guarantee "perfect security." In addition, any information you send to us may not be secure while in transit. We recommend that you do not use unsecure channels to communicate sensitive or confidential information to us.
How long we retain your personal information depends on different factors, such as whether we need the information to maintain your account, to provide the Services, comply with legal obligations, resolve disputes or enforce other applicable contracts and policies.
In practice, this means we keep order and transaction records for as long as needed to fulfill and support your order and then for the period required by tax and accounting law; account information for as long as your account is open; marketing contact details until you unsubscribe or ask us to delete them; support messages and chat transcripts for as long as needed to resolve your enquiry and keep a record of it; and Usage Data for the retention period of the analytics and advertising services described above.
Your Rights and Choices
Depending on where you live, you may have some or all of the rights listed below in relation to your personal information. However, these rights are not absolute, may apply only in certain circumstances and, in certain cases, we may decline your request as permitted by law.
- Right to Access / Know. You may have a right to request access to personal information that we hold about you, including details relating to the ways in which we use and share your information.
- Right to Delete. You may have a right to request that we delete personal information we maintain about you.
- Right to Correct. You may have a right to request that we correct inaccurate personal information we maintain about you.
- Right of Portability. You may have a right to receive a copy of the personal information we hold about you and to request that we transfer it to a third party, in certain circumstances and with certain exceptions.
- Right to Opt Out of Sale or Sharing. You may have a right to direct us to stop selling your personal information or sharing it for targeted advertising. You can exercise this right on our Your Privacy Choices page.
- Restriction of Processing: You may have the right to ask us to stop or restrict our processing of personal information.
- Withdrawal of Consent: Where we rely on consent to process your personal information, you may have the right to withdraw this consent.
- Appeal: You may have a right to appeal our decision if we decline to process your request. You can do so by replying directly to our denial.
- Managing Communication Preferences: We may send you promotional emails, and you may opt out of receiving these at any time by using the unsubscribe option displayed in our emails to you. If you opt out, we may still send you non-promotional emails, such as those about your account or orders that you have made.
You may exercise any of these rights where indicated on our Site or by contacting us using the contact details provided below.
We will not discriminate against you for exercising any of these rights. We may need to collect information from you to verify your identity, such as your email address or account information, before providing a substantive response to the request. In accordance with applicable laws, You may designate an authorized agent to make requests on your behalf to exercise your rights. Before accepting such a request from an agent, we will require that the agent provide proof you have authorized them to act on your behalf, and we may need you to verify your identity directly with us. We will respond to your request in a timely manner as required under applicable law.
Your California Privacy Rights
This section applies to you if you are a resident of California. It is provided under the California Consumer Privacy Act, as amended by the California Privacy Rights Act (together, the "CCPA"). Terms used in this section have the meanings given to them in the CCPA. Residents of other states with comparable privacy laws have similar rights, and we handle those requests the same way.
Categories of Personal Information We Collect
In the 12 months before the date at the top of this policy, we collected the following categories of personal information. For each category we list the sources it comes from, the business or commercial purposes we use it for, and the categories of third parties it is disclosed to.
| Category (CCPA) | Examples we collect | Sources | Purposes | Disclosed to |
|---|---|---|---|---|
| Identifiers | Name, billing and shipping address, email address, phone number, account username, order number, IP address, device and cookie identifiers | You; your device, automatically; our service providers | Fulfilling orders, payment, shipping, support, account management, marketing, advertising, security and fraud prevention | Service providers and contractors; printing and fulfillment partners; shipping carriers; advertising and analytics partners; affiliates |
| Customer records (Cal. Civ. Code §1798.80(e)) | Name, address, telephone number, and payment card information held on our behalf by our payment processor | You; our payment processor | Fulfilling orders, payment, returns and refunds, fraud prevention, accounting and tax records | Service providers and contractors; payment processor; shipping carriers |
| Commercial information | Products viewed, added to cart, added to a wishlist or purchased; order history; returns; the personalization content you supply for an item; support and chat messages | You; your device, automatically | Fulfilling orders, producing your personalized item, support, marketing, advertising, improving the Services | Service providers and contractors; printing and fulfillment partners; advertising and analytics partners |
| Internet or other electronic network activity | Pages viewed, searches run on our Site, referring page, session and interaction data, email opens and clicks, interaction with our advertisements | Your device, automatically; our service providers | Analytics, improving the Services, marketing, advertising, security and fraud prevention | Service providers and contractors; advertising and analytics partners |
| Geolocation data | Approximate location inferred from your IP address. We do not collect precise geolocation. | Your device, automatically | Fraud prevention, tax and shipping estimates, analytics, advertising | Service providers and contractors; advertising and analytics partners |
| Audio, electronic or visual information | Photographs or artwork you upload to personalize an item; the content of messages you send us | You | Producing your personalized item; support | Service providers and contractors; printing and fulfillment partners |
| Audio, electronic, visual, or similar information | Photographs and other images you upload so we can create personalized artwork for your item, and the artwork generated from them | You | Creating, previewing and printing your personalized item; re-prints, refunds and order disputes; customer support | Service providers and contractors, including artificial-intelligence image-processing providers; printing and fulfillment partners |
| Inferences | Preferences and characteristics inferred from your browsing and purchase history, used to group you into marketing and advertising audiences | Derived from the categories above | Marketing, advertising, improving the Services | Service providers and contractors; advertising and analytics partners |
We do not collect the following categories: protected classification characteristics; biometric information; professional or employment-related information; education information as defined in the Family Educational Rights and Privacy Act.
Sensitive Personal Information
If you create an account with us, we collect account log-in credentials, which the CCPA treats as sensitive personal information. We use those credentials only to give you access to your account and to keep it secure. We do not collect precise geolocation, government identifiers, racial or ethnic origin, religious or philosophical beliefs, union membership, genetic data, or health or sex life information. Where you upload a photograph that shows a face, we use it only to produce the artwork you ordered: we do not extract, generate or store a faceprint, template or other biometric identifier from it, and we do not use it to identify anyone.
We do not use or disclose sensitive personal information for purposes other than those permitted under CCPA section 1798.121(a) and its regulations, and we do not use it to infer characteristics about you. Because of this, the right to limit the use and disclosure of sensitive personal information does not apply, and we do not offer a "Limit the Use of My Sensitive Personal Information" link.
Sale and Sharing of Personal Information
We do not sell your personal information for money.
We do use advertising and analytics cookies that disclose personal information to advertising partners so that they can show you advertising for our products on other websites and measure how that advertising performs. Under the CCPA this counts as "sharing" for cross-context behavioral advertising, and in some readings as a "sale", so we disclose it here and offer you the right to opt out.
- Categories shared: identifiers (including cookie and device identifiers and IP address), commercial information, internet or other electronic network activity, geolocation data, and inferences.
- Categories of third parties they are shared with: advertising and analytics partners.
- Purpose: cross-context behavioral advertising and measurement.
In California these cookies do not run until you accept them, so nothing is shared before you make a choice. We do not knowingly sell or share the personal information of consumers under 16 years of age.
Your California Rights
- Right to know. To request the categories and specific pieces of personal information we have collected about you, the sources, the purposes, and the categories of third parties we disclosed it to.
- Right to delete. To request that we delete personal information we collected from you, subject to the exceptions in the CCPA.
- Right to correct. To request that we correct inaccurate personal information we hold about you.
- Right to opt out of sale or sharing. To direct us to stop sharing your personal information for cross-context behavioral advertising.
- Right to non-discrimination. We will not deny you goods or services, charge you a different price, or give you a different level of quality because you exercised any of these rights.
How to Exercise Your California Rights
To opt out of sharing for advertising, use our Your Privacy Choices page, or select Decline on the cookie banner on our Site. Because this choice is stored in a cookie in your browser, you will need to make it again on each browser and device you use, and if you clear your cookies.
We also treat an opt-out preference signal sent by your browser or a browser extension, such as Global Privacy Control, as a valid request to opt out of sharing for that browser.
To make a request to know, delete, or correct, please use our Submit a Request form. This form is our designated method for privacy requests. It is free to use, reachable from every page of our Site, and monitored by our team.
We will confirm receipt of your request within 10 business days and respond within 45 calendar days, which we may extend once by a further 45 days where permitted, in which case we will tell you. Before we act on a request to know, delete, or correct we must verify your identity, usually by asking you to confirm details we already hold, such as the email address on your order. Opt-out requests do not require verification.
An authorized agent may submit a request on your behalf. We will ask for written permission signed by you, and we may still ask you to verify your identity with us directly.
California Shine the Light
California Civil Code section 1798.83 allows California residents to request information about disclosures of personal information to third parties for those third parties' own direct marketing purposes. We do not disclose personal information to third parties for their own direct marketing purposes.
Complaints
If you have complaints about how we process your personal information, please contact us using the details in How to Contact Us below. If you are not satisfied with our response, depending on where you live you may have the right to appeal our decision by contacting us the same way, or to lodge your complaint with your local data protection authority. California residents may also file a complaint with the California Privacy Protection Agency or the California Attorney General.
International Users
Please note that we may transfer, store and process your personal information outside the country you live in, including the United States. Your personal information is also processed by staff and third party service providers and partners in these countries.
If we transfer your personal information out of Europe, we will rely on recognized transfer mechanisms like the European Commission's Standard Contractual Clauses, or any equivalent contracts issued by the relevant competent authority of the UK, as relevant, unless the data transfer is to a country that has been determined to provide an adequate level of protection.
How to Contact Us
If you have any questions about this Privacy Policy, or wish to exercise any of the rights described above, please contact us through our Submit a Request form. This is our designated method for privacy requests and the fastest way to reach us. It is free to use and reachable from every page of our Site.
You can also reach us from the chat button on any page: look for GET HELP at the edge of your screen on desktop, or the chat bubble on mobile.
Lilac Haven is the business responsible for the personal information described in this Privacy Policy.