How we use order information and enquiries

Who is responsible for your information

In Memory Plaques is the memorial plaque range of Engrave Express. Engrave Express is responsible for the personal information described in this notice.

Contact us at paul@engraveexpress.co.uk if you have a question about this notice or your information.

What we collect

Depending on how you use the website, this can include:

• your name, email address, delivery address and messages;
• the plaque wording, layout choices, uploaded artwork and any photographs you send;
• order details, proof approvals, payment references, delivery information and customer-service records; and
• limited technical and anonymous website events unless you switch analytics off.

Stripe handles card information during checkout. We receive the payment result and reference, but we do not store your full card details.

Why we use it and our lawful bases

• Contract and steps before a contract: to answer an order enquiry, prepare your personalised design, take payment, manufacture and deliver your plaque.
• Legal obligation: to keep records required for accounting, tax, consumer protection and resolving legal claims.
• Legitimate interests: to provide support, protect the website and checkout from misuse, prevent fraud and improve our products and service. We consider the impact on customers before relying on this basis.
• Anonymous usage statistics: limited first-party counts help us improve this website. You can object and switch them off below at any time without affecting your order.

We do not sell personal information, use it for unrelated marketing, or make decisions about you using solely automated processing that has a legal or similarly significant effect.

Who we share it with

We share only what is needed with service providers that help us complete your request: Stripe for payment processing; Cloudflare for website hosting, database and file storage; Resend for transactional emails; and the selected delivery provider for dispatch. Information may also be shared with professional advisers, insurers or public authorities where reasonably necessary or legally required.

If you order through Etsy, Etsy processes the marketplace order under its own privacy policy. We receive the details needed to produce and fulfil that order.

International processing

Some suppliers may process information outside the UK. Where this happens, the supplier must use a recognised safeguard or another lawful transfer mechanism intended to protect your information.

How long we keep information

• Enquiries, messages and enquiry uploads: up to 12 months after the last activity.
• Abandoned designs and unpaid checkout records: up to 90 days.
• Paid-order, production, delivery and related support records: up to 7 years for accounting and legal-record purposes.
• Anonymous analytics events: up to 26 months.

We may keep relevant information for longer when required by law or while a dispute or legal claim is active. When it is no longer required, it is deleted or anonymised.

Anonymous website analytics

We count page views, template choices and design steps to improve this website. These anonymous counts are enabled by default. We do not record plaque wording, contact or payment details, IP addresses, visitor identifiers or cross-site activity in the analytics database. There are no advertising or analytics cookies. You can switch these counts off here; we remember only your analytics preference in this browser. Any previous “No thanks” choice remains respected. Our hosting provider still processes normal connection information to serve and protect the website.

Your data-protection rights

Depending on the circumstances, you may ask us for a copy of your personal information, to correct it, delete it, restrict or object to its use, or provide certain information in a portable format. You may also switch off anonymous analytics at any time. Some rights have exceptions, including where records must be retained by law.

Email paul@engraveexpress.co.uk to make a request. We may need enough information to verify your identity and locate the relevant records.

If you are unhappy with our response, you can complain to the Information Commissioner’s Office (ICO).