Privacy policy
Last updated: 14 October 2026
From London with Lux Ltd. (trading as From London with Lux.) (“we”, “us” or “our”) operates this website, online store and private home organisation services. Our online store is powered by Shopify.
This Privacy Policy explains how we collect, use, store and disclose personal information when you visit or use our website, purchase from us, submit an enquiry, engage our private home organisation services or otherwise communicate with us.
For the purposes of applicable data protection law, From London with Lux Ltd. is the data controller of the personal information described in this Privacy Policy, except where another organisation acts as a separate controller in its own right.
You can contact us at hello@fromlondonwithlux.com or by post at From London with Lux, 19 Yew Tree Crescent, Didcot OX11 6EN, United Kingdom.
Personal Information We Collect
The information we collect depends on how you interact with us.
We may collect your name, email address, telephone number, billing and delivery address, account details and communication preferences.
When you purchase from our online store, we may collect information about the products ordered, order history, delivery, returns, exchanges and payment confirmation. Payment information is processed through Shopify and/or our payment service providers; we do not need to receive your full payment card details in order to fulfil your order.
When you submit a private home organisation enquiry, we may collect information including your name, email address, telephone number, the service you are interested in, the location of the property, information you provide about the space or project, and your preferred timing. Submitting an enquiry through our enquiry form may create a customer record within Shopify.
If you proceed with a private home organisation project, we may also receive further information reasonably required to assess, plan or deliver the service, such as details about the relevant rooms or storage areas, household representatives, access arrangements, preferences, authorised decisions and other project-related information you choose to provide.
Where photographs or videos of a space or belongings are provided or created in connection with a project, we may collect and retain them where reasonably necessary for assessment, planning, private project records or delivery of the service.
Where an enquiry is genuine or you proceed with a project, we may record relevant contact, enquiry, project, appointment, task, consent and client-management information in our customer relationship management system. We currently use Zoho CRM for this purpose.
We also collect information contained in emails, contact forms and other communications with us.
When you use our website, we and our service providers may automatically collect technical information such as your IP address, device type, browser, network information, pages viewed, interactions with the website and information collected through cookies and similar technologies.
We do not require you to provide unnecessary sensitive personal information through our website or enquiry forms. Please avoid including medical, financial or other highly sensitive personal information unless it is genuinely necessary for us to understand or provide the requested service.
Where we ask you for information that is necessary to process an order, assess an enquiry, enter into a contract or provide an agreed service, we may be unable to proceed if that information is not provided.
Where Personal Information Comes From
We collect personal information directly from you when you browse our website, make a purchase, submit a form, subscribe to communications or contact us.
We may also receive information from an authorised personal assistant, housekeeper, family member or other household representative who contacts us on behalf of a client or prospective client.
Information may also be provided to us by Shopify and by service providers involved in operating our website, processing payments, delivering orders or supporting our business.
Some technical information is collected automatically when you use our website through cookies and similar technologies.
How and Why We Use Personal Information
Service enquiries and quotations
We use information submitted through our Enquire page to understand your requirements, communicate with you, assess whether we can assist and discuss the proposed scope of a project.
Where you are considering entering into a contract with us, our lawful basis is taking steps at your request before entering into a contract.
Where an authorised representative contacts us on behalf of another person, we may also rely on our legitimate interests in responding to genuine enquiries and managing prospective client relationships.
Providing private home organisation services
We use relevant project information to plan, arrange and provide the agreed service, communicate with the client or authorised household representative, maintain appropriate project records and manage the business relationship.
Our principal lawful basis is performance of our contract with you. We may also rely on our legitimate interests in operating the service safely, efficiently and professionally and in maintaining appropriate business records.
Project photographs and videos
Where relevant, we may use photographs or videos to assess a proposed project, plan or provide the service, maintain appropriate private project records and document the organisation process.
Depending on the circumstances, our lawful basis may be taking steps at your request before entering into a contract, performance of our contract with you, or our legitimate interests in maintaining appropriate project records.
We will use project photographs or videos for our website, portfolio, social media, advertising or other promotional purposes only where the relevant separate consent has been provided. Where processing is based on consent, you may withdraw that consent at any time by contacting us. Withdrawal does not affect processing that was lawful before consent was withdrawn.
Processing and fulfilling orders
We use customer and transaction information to accept payment, fulfil orders, arrange delivery, process returns or refunds and provide customer service.
Our lawful basis is performance of our contract with you.
General enquiries and customer support
We use personal information to answer questions, resolve issues and maintain our relationship with customers and prospective clients.
Depending on the circumstances, we rely on performance of a contract, steps taken before entering into a contract, or our legitimate interests in providing effective customer service.
Business administration, security and fraud prevention
We may process personal information to secure our website, protect our business and customers, detect or prevent fraud or misuse, maintain records and establish, exercise or defend legal claims.
We rely on our legitimate interests in protecting and operating our business and, where applicable, compliance with legal obligations.
Legal, accounting and regulatory requirements
We process and retain information where necessary to comply with tax, accounting, company, consumer protection, data protection and other legal obligations.
Our lawful basis is compliance with a legal obligation.
Marketing
We may send marketing communications where you have chosen to receive them or where applicable law otherwise permits us to do so.
Submitting a private home organisation enquiry does not, by itself, subscribe you to marketing communications.
Where consent is required, our lawful basis is your consent. You can withdraw consent or unsubscribe at any time.
Cookies, analytics and website improvement
We use information about website usage to operate, secure and improve our website and understand how visitors use it.
Where consent is required for non-essential cookies or similar technologies, we rely on your consent. Strictly necessary technologies may be used where required to provide, secure and operate the website.
You can review or change available cookie choices through Cookie Preferences on our website.
How We Share Personal Information
We share personal information only where reasonably necessary for the purposes described in this Privacy Policy.
This may include Shopify; Zoho CRM; payment service providers such as PayPal; delivery and fulfilment providers; website, email, hosting, cloud and IT providers; professional advisers such as accountants, insurers or legal advisers; authorised household representatives where appropriate; and public authorities or regulators where disclosure is legally required.
If all or part of our business is reorganised, sold or transferred, relevant information may be disclosed as part of that transaction subject to appropriate safeguards.
We do not sell personal information for monetary consideration.
Certain activities involving online advertising or data sharing may be defined as “sharing”, “sale” or “targeted advertising” under privacy laws in some jurisdictions. Where applicable, we provide the privacy choices and opt-out mechanisms required by law.
Shopify
Our online store is hosted by Shopify. Shopify processes information about visitors and customers in order to provide the ecommerce platform, payments, security and other services used by our store.
Information submitted through our website may therefore be transmitted to and processed by Shopify and its service providers, including in countries outside the country in which you live.
We use Shopify features that may use information about interactions with our store, Shopify and other merchants to provide enhanced services. These may include providing a more personalised experience, helping us understand how customers interact with our store and advertising, and delivering more relevant advertising.
Shopify may act as an independent controller for certain processing connected with these enhanced services.
Please see the Shopify Consumer Privacy Policy for more information about Shopify’s processing. You can also use the Shopify Privacy Portal to exercise applicable privacy choices and rights.
International Transfers
Shopify, Zoho and some of our other service providers may process personal information outside the United Kingdom.
Where personal information is transferred internationally, we take reasonable steps to ensure that an appropriate lawful transfer mechanism is used where required. This may include an adequacy regulation or other legally recognised safeguards such as approved contractual clauses.
You may contact us at hello@fromlondonwithlux.com if you would like further information about the safeguards used for relevant international transfers.
How Long We Keep Personal Information
We keep personal information only for as long as reasonably necessary for the purpose for which it was collected and to meet applicable legal, accounting, contractual and regulatory requirements.
If a private home organisation enquiry does not proceed, we would normally retain the enquiry information for up to 24 months after our last meaningful contact, unless there is a reason to retain it for longer or you ask us to delete it and we have no lawful reason to retain it.
Core customer, order, invoice and contractual records may generally be retained for up to six years where necessary for accounting, tax, contractual or legal purposes.
Project working information, including any operational photographs or notes, is retained only for as long as reasonably required for the project, agreed record-keeping and any relevant legal or insurance requirements.
Marketing information is retained until you unsubscribe or withdraw consent, although we may retain limited information necessary to record and respect an opt-out request.
Retention periods may be extended where information is required in connection with a dispute, legal claim, regulatory requirement or other lawful purpose.
Children
Our website and online store are intended for adults.
Our playroom organisation service may involve spaces or belongings used by children, but the service is arranged with a parent, guardian or other authorised adult. We do not intentionally invite children to submit personal information directly to us.
Where limited information about a child is reasonably necessary for a project, it should be provided by an appropriate adult and we will use it only for the relevant service purpose.
Your Data Protection Rights
Depending on applicable law and the circumstances, you may have rights to access personal information we hold about you, correct inaccurate information, request erasure, restrict processing, object to processing, receive certain information in a portable form and withdraw consent where our processing is based on consent.
Where processing is based on consent, withdrawing consent does not affect processing that was lawful before the withdrawal.
Your right to object: where we rely on legitimate interests, you may have the right to object to our processing. You have the right to object at any time to personal information being used for direct marketing.
We may need to verify your identity before responding to a rights request.
To exercise a privacy right, contact us at hello@fromlondonwithlux.com.
Automated Decision-Making
We do not ourselves use solely automated decision-making that produces legal or similarly significant effects on individuals in connection with private home organisation enquiries or our ordinary client relationships. Payment providers and other service providers may use automated tools for fraud prevention, payment security or similar purposes in accordance with their own privacy information.
Third-Party Websites
Our website may contain links to websites or services operated by third parties. Their collection and use of personal information is governed by their own privacy notices, and we are not responsible for the privacy practices of websites we do not control.
Complaints
If you have a concern about how we use your personal information, please contact us first at hello@fromlondonwithlux.com so that we can try to resolve it.
You also have the right to complain to the UK supervisory authority:
Information Commissioner’s Office (ICO)
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our services, technology, business practices or legal obligations.
The current version will be published on this website and the “Last updated” date will be updated accordingly.
Contact Us
For questions about this Privacy Policy, how we use personal information or your data protection rights, please contact:
From London with Lux Ltd. (trading as From London with Lux.)
Email: hello@fromlondonwithlux.com
Address: From London with Lux, 19 Yew Tree Crescent, Didcot OX11 6EN, United Kingdom
For the purposes of applicable UK data protection law, From London with Lux Ltd. is the data controller unless otherwise stated.