Privacy policy

This Privacy Policy describes how Case Chimp Ltd, trading as Blanc Space ("we", "us" or "our"), collects, uses and discloses your personal information when you visit, use our services or make a purchase from www.blancspace.com, us.blancspace.com or eu.blancspace.com (the "Site") or otherwise communicate with us (collectively, the "Services"). For the 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.

We are the data controller of your personal information. Our registered office is Main Road, Locharbriggs, Dumfries, DG1 1RY, United Kingdom (company number SC496053). For data protection matters in the UK and the EEA, contact us at hello@blancspace.com. For anything to do with an order, contact help@blancspace.com.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time, including to reflect changes to our practices or for operational, legal or regulatory reasons. We will post the revised policy on the Site and take any other steps required by applicable law.

What personal information we collect

To provide the Services, we collect personal information about you from a variety of sources:

  • Information you provide directly — your name, billing and delivery address, email address, phone number, order details, account details, and any images or text you upload when personalising a product.
  • Information you give us when you contact us — the content of emails, live chat conversations and social media messages, including any photographs you send us to support a return, a warranty claim or a delivery problem.
  • Usage data collected automatically — device and browser information, IP address, approximate location derived from it, referring website, and how you interact with the Site, collected through cookies and similar technologies. This includes session recordings; see "Analytics and session recording" below.
  • Information from third parties — our payment providers, delivery partners, carriers and analytics providers.

How we use your personal information and our lawful bases

Under UK data protection law we must have a lawful basis for using your personal information. We rely on:

  • Performance of a contract — to process your order, take payment, produce personalised products, deliver your items, keep you informed about delivery, and handle returns, exchanges, refunds and warranty claims.
  • Legitimate interests — to operate, secure and improve the Site and our products, understand how the Services are used, measure and improve the quality of our customer support, prevent and investigate fraud and abuse of our returns and warranty policies, and keep records of the decisions we make on claims. Where we rely on legitimate interests we have considered the impact on you, and you can object at any time (see "Your rights").
  • Consent — for non-essential cookies and similar technologies, and for marketing communications where consent is required. You can withdraw consent at any time.
  • Legal obligation — to keep records we are required to keep, for example for tax and accounting purposes, and to comply with consumer protection law.

Cookies and online tracking

We use cookies and similar technologies to operate the Site, measure performance, and — with your consent — personalise content and advertising. When you first visit the Site, a cookie banner lets you accept, decline or manage non-essential cookies, and you can change your preferences at any time through the cookie preferences link on the Site. For details of the cookies we use, see our Cookie Policy.

Where you consent, we share information with Google for personalised and non-personalised advertising and to measure ad performance. To learn more about how Google uses information from sites that use its services, visit Google's Privacy & Terms. You can opt out of personalised advertising through Google Ad Settings. If ad personalisation is off, ads may still be based on the topic of the site you're viewing, your search terms or your general location, but not on your interests or browsing history.

Analytics and session recording

We use PostHog (hosted in the European Union) to understand how the Site is used and to find and fix problems with it. As well as ordinary page and event analytics, PostHog records anonymous session replays: a reconstruction of a visit showing page content, mouse movement, taps, scrolling and clicks, together with console errors and page performance data.

Replays are used only to diagnose problems and improve the Site, and we take steps to limit what they capture:

  • Text you type into form fields is masked and is not recorded.
  • Payment is taken on Shopify's checkout, which we do not record. We never see or record full card details.
  • Recordings are held for a limited period and then deleted automatically.

We rely on our legitimate interest in operating and improving the Site for this. If you would prefer not to be recorded, email hello@blancspace.com and we will exclude you, or enable "Do Not Track" or a tracking blocker in your browser.

Customer support and automated processing

Our customer support system uses automated tools, including artificial intelligence, to read incoming messages, look up the relevant order, draft replies and suggest an outcome. Straightforward replies may be sent automatically; anything involving a refund, a goodwill payment, a policy exception or a complaint is reviewed by a member of our team before it is sent.

We do not make decisions that produce legal effects concerning you, or similarly significantly affect you, by automated means alone. You can ask for any decision about a return, refund or warranty claim to be reviewed by a person by replying to us and asking — we will always do so.

Who we share personal information with

We share personal information with third parties who help us provide the Services, and only for the purposes described in this policy:

  • Shopify, which hosts our online store and processes orders on our behalf.
  • Payment providers (such as Shopify Payments, PayPal, Klarna, Apple Pay and Shop Pay) to process your payment. We do not store your full card details.
  • Production and fulfilment partners, including Customily (which processes the images and text you upload when personalising a product) and Linnworks (our warehouse and order management system).
  • Delivery partners and carriers, including Royal Mail, Landmark Global, UPS, FedEx, USPS and their local delivery partners, to deliver your order and to provide tracking information back to us.
  • Advertising and analytics partners (such as Google, Meta and PostHog) for advertising, attribution and site analytics, subject to your cookie consent where required.
  • Marketing platforms (such as Klaviyo) to send email or SMS marketing you have signed up for.
  • Customer support and reviews platforms — Chatwoot for live chat and our support inbox, and Loox for product reviews. Our support systems are operated by us and hosted in the European Union.
  • Professional advisers, authorities or prospective buyers where required by law or in connection with a business transaction.

User generated content

The Services may enable you to post content publicly, for example product reviews and photographs. We do not control and are not responsible for the privacy or security of information you choose to make publicly available.

Third party websites and links

The Site may link to third-party websites. We are not responsible for the privacy or security of those sites and encourage you to review their privacy policies.

Children's data

The Services are not intended for children and we do not knowingly collect personal information from children. If you are a parent or guardian and believe we have collected information about a child, please contact us so we can delete it.

Security and retention

We take reasonable technical and organisational measures to protect your personal information, but no system can be guaranteed completely secure.

We keep personal information only as long as we need it. In general:

  • Order and transaction records — seven years from the end of the relevant financial year, to meet tax and accounting requirements.
  • Customer support conversations, including photographs you send us — for as long as needed to handle the matter and then for a period afterwards so that we can deal with any follow-up, warranty claim or dispute on the same order.
  • Personalisation files you upload — for as long as needed to produce and support your order, including reprints and warranty replacements, and then deleted.
  • Analytics and session recordings — for a limited period set in our analytics platform, after which they are deleted automatically.
  • Marketing contact details — until you unsubscribe or ask us to delete them.

Your rights

Depending on where you live, you have rights over your personal information, including the right to access, correct or delete it, to restrict or object to our processing of it, to data portability, and to withdraw consent where processing is based on consent. To exercise any of these rights, contact us at hello@blancspace.com. We will not discriminate against you for exercising them.

Complaints

If you have a complaint about how we process your personal information, please contact us first so we can try to resolve it. You also have the right to complain to the UK Information Commissioner's Office (ico.org.uk) or, if you are in the EEA, to your local data protection authority.

International users

We may transfer your personal information outside the UK and the EEA, including to the United States, where our service providers operate. Where we do, we rely on recognised transfer mechanisms such as the UK International Data Transfer Agreement or the EU Standard Contractual Clauses.

Contact

For questions about this policy or to exercise your rights, contact us at hello@blancspace.com or write to: Case Chimp Ltd (trading as Blanc Space), Main Road, Locharbriggs, Dumfries, DG1 1RY, United Kingdom.