Privacy Policy

Protecting your privacy

At Disturbia, we're committed to protecting the privacy and security of our customers and website visitors. The purpose of this statement is to clearly explain how we use and collect personal data.

If you have any questions about how we protect your privacy, please contact us using the contact details at the end of this privacy notice.

For all our services, the data controller, the company that’s responsible for your privacy, is Harper & Willow Ltd (trading as Disturbia). In certain circumstances the companies listed below will also be a data controller.

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.

How we use your information

Using our website

As you use our website and app, the following information may be collected automatically using cookies, log files, web beacons, tags or pixels: web browser software information, device information, network information, IP address, time zone, cookie information, the content or products you view, search terms, and how you interact with the website. This information is collected to load the site accurately for you, and perform usage analytics to optimise our website. It is in our legitimate interests to collect this data to prevent malicious use of our services, monitor server performance, increase security, and diagnose problems.

We use Shopify to power our website and online store. You can read more about how Shopify uses your personal information on Shopify’s Privacy Policy.

Website analytics

We use Google Analytics to analyse how visitors use our website. This stores a “cookie” on your computer containing an anonymous tracking ID to allow Google to track your activity around our website. This service is subject to Google’s Privacy Policy. The information associated with your cookie tracking ID is deleted 14 months after your last use of our website. Learn more about how you can control the information sent to Google and opt-out of Google Analytics.

Contact us

If you contact our customer service team by phone, email or using our online contact form, the information you supply will only used to respond to your enquiry. It is in your legitimate interests for this data to be processed so that we can respond to your enquiry. Our customer service helpdesk software is provided by Reamaze and your data will be handled in accordance with their privacy policy.

Size Guide

If you use our clothing size recommender, the information you supply, along with a unique identifier, will be processed by Prime AI Ltd to recommend a product size based on the criteria you supply. If you place an order, Prime AI will use your order data and returns information to help improve the accuracy of the size recommender. Your data will be handled in accordance with Prime AI’s privacy policy.

Placing and Processing Orders

When you place an order with us, your name, billing address, shipping address, payment information (including credit card numbers), email address, and phone number are used in order to fulfil the contract and process your order. When you place an order through our website, Shopify will retain your personal information unless and until you ask us to erase it for you.

Your name and delivery contact information is transferred to our our fulfilment provider and the courier(s) used to send your order – they will handle your data according to their privacy policy:

When you pay for your order, your order information (including personal data) is transferred to the payment provider to facilitate the payment process. This is required to fulfil the contract and process your order. Your data will be processed and retained by the payment provider in accordance with their privacy policy. Depending on your location, we use the following payment providers:

In order to offer you Klarna’s payment methods, we might in the checkout pass your personal data in the form of contact and order details to Klarna, in order for Klarna to assess whether you qualify for their payment methods and to tailor those payment methods for you. Your personal data transferred is processed in line with Klarna’s privacy notice.

Mailing List (marketing emails) and Email Notifications

If you subscribe to our mailing list, we'll send you marketing emails from time to time. We'll only do this with your consent, and you can withdraw your consent at any time by clicking the “unsubscribe” link at the bottom of one of our marketing emails.

For users who subscribed to our mailing list before May 2018, it is in your legitimate interests to receive our marketing emails as you indicated that you wished to receive them by subscribing. To object to this use of your personal data, you can click the “unsubscribe” link at the bottom of one of our marketing emails, which will remove you from the mailing list.

If you start the checkout process but do not complete your order, we might send you an email a few hours later containing a link to allow you to complete your order. This is in your legitimate interests, as it allows you to easily resume your order if you were unable to complete checkout. It is also in our legitimate interests to remind customers to complete the checkout process.

If you request notification when a product comes back in stock, we might email you when the product is in stock. This is in your legitimate interests, as you requested the notification. In addition to your email address, we collect details of the product.

We might also send you one-off notification emails in response to specific events, such as account activation or order confirmation/updates. This is in your legitimate interests so that you can complete or be kept informed about the relevant process.

To send these emails to you, your data will be processed and retained by Klaviyo (who provide our mailing list software) in accordance with their Privacy Policy.

Disturbia welcomes customer reviews and we've partnered with Trustpilot to collect verified customer service reviews. Customers who place orders may receive an email invitation several days after placing their order asking for a review. There's no obligation to leave a review, but feedback is appreciated! This is in our legitimate interests. Your data will be processed and retained by Trustpilot in accordance with their privacy policy.

Product Reviews

The product reviews you submit (including your name, the responses you give to other questions, and any text, photo or video content you submit) may appear publicly on our website and other platforms. Your email address will also be collected for verification purposes but not displayed. This is in our legitimate interests. Your data will be processed and controlled by Yotpo Ltd in accordance with their Privacy Policy.

If you leave a product review on our website, including text, photo, or video content, this content may be used from time to time within our e-mail marketing campaigns and across social media platforms. If you would prefer for your content not to be used in this way, you can request to opt out by contacting us.

Online Advertising

To help us increase sales, we advertise our products and brand on a variety of platforms. With your consent, we'll send the companies listed below information about the content you view on our website and app, the products you add to and remove from your basket, and the products you purchase. This is used to show you personalised adverts that are more relevant to you. These companies identify you by placing a “tracking beacon” on our website which uses a cookie to identify you to them. Your data will be processed and retained in accordance with their privacy policies.

You can choose whether to allow marketing cookies/tracking using the tickbox below:

Allow marketing cookies:

Registering and Logging In

When you register on our website, we collect your name, email address and password. This information is used to allow you to log in to the website and speed up checkout, so it is in your legitimate interests for us to use your information in this way.

Any personal information (including your name and contact details) that you provide through the My Account section of the website will only be used to process orders and provide you with customer support. Shopify will retain your personal information unless and until you ask us to erase it for you.

Wish List

Adding products to your wish list allows you to store a list of your favourite products. This information will be associated with your account. It is in your legitimate interests for us to process this information so that we can provide the wish list facility. It is also in our legitimate interests as it allows us to see statistics about which products are most/least popular.

Detecting Humans

It is in our legitimate interests to prevent automated scripts from abusing our website. To do this, we use hCaptcha, a piece of software provided by Intuition Machines, Inc., to verify that you are indeed a human. This service may set identifier cookies on your browser.

Sharing your information

We may share your personal information with third parties, including for marketing purposes, but will only do so when this is fair and lawful.

Where necessary, we may transfer personal information outside of the UK or EEA. When doing so, we will comply with the UK and EU GDPR (as appropriate).

In addition to the companies listed elsewhere in this privacy notice, the following organizations process information on our behalf or act as data controller:

Automated Decision Making

Our processor Shopify uses limited automated decision-making to prevent fraud that does not have a legal or otherwise significant effect on you.

Your rights

Residents of the UK and EEA

Under UK and EU data protection law, we must have a “lawful basis” for collecting and using your personal information. Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:

  • Your right to be informed: You have the right to be informed about the collection and use of your personal data (e.g. this privacy notice).
  • Your right of access: You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for.
  • Your right to rectification: You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete.
  • Your right to erasure: You have the right to ask us to delete your personal information. There are some exemptions which means we may not erase all of your information.
  • Your right to restriction of processing: You have the right to ask us to limit how we can use your personal information.
  • Your right to object to processing: You have the right to object to the processing of your personal data.
  • Your right to data portability: You have the right to ask that we transfer the personal information you gave us to another organisation, or to you.
  • Your right to object: When we use consent as our lawful basis you have the right to withdraw your consent at any time. You also have the right to object when we use legitimate interest as our lawful basis and you have a specific reason for objecting (this is not an absolute right).

If you make a request, we will respond to you without undue delay and in any event within one month.

To make a data protection rights request, please contact us by email using the contact details at the end of this privacy notice.

Residents of California

If you are a resident of California, you have the right to access the Personal Information we hold about you (also known as the ‘Right to Know’), to port it to a new service, and to ask that your Personal Information be corrected, updated, or erased. If you would like to exercise these rights, please contact us by email using the contact details at the end of this privacy notice.

If you would like to designate an authorized agent to submit these requests on your behalf, please contact us by email using the contact details at the end of this privacy notice.

How to contact us

We welcome feedback and always want to hear from our customers and visitors. Please don’t hesitate to contact our Customer Care team, who will be happy to answer any questions you may have.

Requests to exercise your data protection rights must be made by sending us an email from the email account associated with your personal data. If you submit your request by any other means (e.g. post, telephone, using our contact form or in person), you will be asked to resubmit your request by email so that we can confirm your identity.

Email

help@disturbia.co.uk (UK/international) or help@disturbia.us (USA)

Telephone

+44 (0)333 091 6980 (UK/international) or +1 (614) 384-5082 (North America)

Post

Harper & Willow Ltd, 3 Silverton Court, Northumberland Business Park, Cramlington, NE23 7RY, GB

Last updated: April 24, 2025