Privacy policy

Last updated: October 2026

This Privacy Policy explains how Olapen collects, uses, shares and protects your personal information when you visit olapen.com (the "Site") or buy from us. It applies to customers and visitors in the United Kingdom, the European Union and every other country we sell to.

Who we are

Olapen is a UK-based online business and is the controller of your personal information. You can contact us about privacy at support@olapen.com or by post at 82 King Street, Manchester, M2 4WQ, United Kingdom.

Information we collect

  • Information you give us: your name, email address, phone number, delivery and billing address, order details, and anything you tell us when you contact us, return an item or leave a review.
  • Payment information: card and payment details are entered on our payment providers' secure checkout and processed by them. We do not see or store your full card number or security code.
  • Information collected automatically: your IP address, device and browser type, approximate location, the pages you view, how you reached the Site, and how you interact with it. This is collected using cookies and similar technologies (see below).
  • Information from others: delivery updates from carriers, and fraud-prevention information from our payment providers.

How we use your information, and our legal basis

  • To process and deliver your order, handle returns, refunds and guarantee claims, and provide customer support. Legal basis: to perform our contract with you.
  • To send you service messages, such as order confirmations, dispatch and tracking emails. Legal basis: contract.
  • To prevent fraud and keep the Site secure. Legal basis: our legitimate interests.
  • To understand how the Site is used and improve it, using analytics cookies. Legal basis: your consent.
  • To show you relevant ads and measure our advertising, for example on Google and Meta, using advertising cookies and pixels. Legal basis: your consent.
  • To send you marketing emails, if you sign up. Legal basis: your consent. You can unsubscribe at any time using the link in any email.
  • To meet legal obligations, such as keeping tax and accounting records. Legal basis: legal obligation.

Cookies and advertising technologies

We use strictly necessary cookies to run the Site, for example to keep items in your basket and process checkout. With your consent, we also use analytics cookies and advertising technologies, such as Google Analytics, Google Ads conversion tracking and remarketing, and the Meta (Facebook and Instagram) pixel, to understand how the Site is used and to show you relevant ads on other websites. You can accept or reject non-essential cookies in our cookie banner and change your choice at any time. See our Cookie Policy for details. You can also manage ad personalisation in your Google ad settings.

Who we share your information with

We never sell your personal information. We share it only with service providers who help us run our business, and only as much as they need:

  • Shopify, which hosts our store and checkout
  • Payment providers, to take payments and prevent fraud
  • Our fulfilment partner in Dongguan, China, which packs and dispatches orders and receives returns
  • Delivery carriers, to deliver your order and provide tracking
  • Analytics, advertising, email, review and customer-service tools, such as Google and Meta, where you have consented
  • Professional advisers and authorities, where required by law or to protect our rights

International transfers

Because our orders are fulfilled in China and some of our service providers are based outside the UK and EU (for example in the United States), your information may be transferred to and processed in other countries. Where this happens, we rely on appropriate safeguards, such as the UK International Data Transfer Agreement or the EU Standard Contractual Clauses, or on the transfer being necessary to deliver your order.

How long we keep your information

  • Order, payment and tax records: 6 years after the end of the financial year of your purchase, as UK law requires.
  • Customer service emails: up to 2 years after your last contact with us.
  • Marketing preferences: until you unsubscribe.
  • Cookie data: as set out in our Cookie Policy.

Your rights

Under UK and EU data protection law, you have the right to:

  • access the personal information we hold about you
  • ask us to correct or delete it
  • ask us to restrict or stop using it, or object to how we use it
  • receive a copy of it in a portable format
  • withdraw your consent at any time, where we rely on consent

To make a request, email support@olapen.com. We'll reply within one month. If you live outside the UK and EU, you may have similar rights under your local law, and you can contact us in the same way.

Children

Our products are not intended for anyone under 18, and we do not knowingly collect personal information from children.

Security

We take reasonable steps to protect your personal information from loss, misuse and unauthorised access. Our store and checkout run on Shopify's secure, encrypted platform. No method of transmission over the internet is completely secure, so we cannot guarantee absolute security.

Complaints

If you have a concern about how we use your information, please contact us first and we'll try to put it right. You also have the right to complain to the UK Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113, or to the data protection authority in your country.

Changes to this policy

We may update this policy from time to time. The date at the top shows when it was last changed.

Contact us

Email support@olapen.com or write to Olapen, 82 King Street, Manchester, M2 4WQ, United Kingdom.