Privacy Policy

Who we are

Puzzella provides personalised jigsaw puzzles printed and delivered within the United Kingdom. For questions about this policy or your data, contact us at hello@puzzella.co.uk.

What we collect

• Account details — your name, email address and a securely hashed password (if you create an account).
• Order and delivery information — the delivery name and address, order contents and order history. If you save addresses to your address book, we store those too.
• Your designs and uploads — the photos and images you upload and the layouts you create, so we can preview and print your puzzle.
• Payment information — payments are handled by our payment processor. We receive confirmation of payment and limited details (such as the result and a reference), but we do not receive or store your full card number.
• Support and reviews — the content of support tickets and messages you send us, and any reviews you submit.
• Technical data — a session cookie to keep you signed in, and basic information needed to operate and secure the site (for example, to apply rate limits).

How and why we use it

We use your data to:

• create and manage your account;
• produce, fulfil and deliver your orders, including preparing your print file;
• take payment and send order confirmations, dispatch notices and other service messages;
• provide customer support and handle any issues or returns — to do this, a member of our team may open a read-only view of your account (your orders, saved designs and addresses) exactly as you see it. This only happens to resolve a specific issue, it cannot place orders or change anything, and each time it happens we record who did it, when and why, and keep that record for 12 months;
• improve print quality — we may automatically enhance the resolution of uploaded photos so they stay sharp on larger puzzles;
• request a review after your order (you can ignore or opt out of these); and
• keep the service secure and prevent abuse.

Our legal bases are performance of our contract with you (to fulfil orders and run your account), our legitimate interests (to operate, secure and improve the service), your consent where required (such as optional marketing), and compliance with legal obligations.

Who we share it with

We only share data with the service providers we need to run Puzzella, under agreements that require them to protect it:

• our UK print and fulfilment partner, to print, pack and ship your order;
• our payment processor, to take payment securely;
• our cloud hosting and storage providers, to run the site and store your designs and print files;
• our email provider, to send order and service emails; and
• an image-enhancement provider, where we upscale a photo to improve print quality.

We do not sell your personal data. Where a provider processes data outside the UK, we rely on appropriate safeguards for that transfer.

Cookies, measurement and session recording

Some cookies are essential — keeping you signed in, holding your basket, and remembering the privacy choices below. These are always on, because the shop cannot work without them.

Everything else is up to you, and nothing in this section happens unless you have agreed to it:

• Analytics — we count page views and which designs are looked at. This sets no cookie and stores no IP address: visitors are counted using a one-way code that changes every day, so the same person cannot be recognised from one day to the next.
• Session recording — with your permission we record your visit as a replay we can watch back, so we can see where people get stuck. This captures the pages you open, where you click and scroll, and the photographs you place in the puzzle designer. Anything you type is hidden before it is stored, so we never see names, addresses, passwords or card details, and the checkout and account pages are never recorded at all.

Recordings are kept for 14 days and then deleted automatically. They are only ever viewed by us, and are never sold, shared or used for advertising.

You can change your mind at any time using the Privacy choices link at the bottom of every page. Turning session recording off stops it immediately and deletes the recordings we already hold for you.

How long we keep it

We keep order records for as long as needed to fulfil your order and to meet our legal and accounting obligations. Saved designs and addresses are kept while your account is active or until you delete them. You can remove saved designs and addresses at any time, or ask us to close your account.

Your rights

Under UK data protection law you have the right to:

• access the personal data we hold about you;
• ask us to correct inaccurate data;
• ask us to delete your data;
• object to or restrict certain processing;
• request a copy of your data in a portable format; and
• withdraw consent where we rely on it.

To exercise any of these, email hello@puzzella.co.uk. You can also ask us whether a member of our team has viewed your account this way, and why. You also have the right to complain to the UK Information Commissioner's Office (ICO) at ico.org.uk.

Security

We use industry-standard measures to protect your data, including encrypted connections, hashed passwords and access controls on our storage. No system is perfectly secure, but we work to keep your information safe and to limit who can access it.

Children

Puzzellais intended for adults. We don't knowingly collect data from children. If you believe a child has provided us with personal data, please contact us and we'll remove it.

Changes to this policy

We may update this policy from time to time. When we do, we'll revise the “last updated” date at the top of this page.