Privacy policy

Privacy policy

This policy explains what personal information KnotPen collects, why, who we share it with, and the choices you have. "We" and "us" means KnotPen, which runs www.knotpen.com from Victoria, Australia.

What we collect

  • Your contact and order details: name, email, phone number if you give one, shipping and billing address, and what you ordered.
  • Your personalisation: the photo you upload, the songs or song links you choose, any voice message, the names and date you want on your KnotPen, and your gift card message if you add one.
  • Payment details: these are handled by Shopify and our payment providers. We never see or store your full card number.
  • Browsing information: pages you visit, your device and browser type, and roughly where you are, collected through cookies (see below).

Your photo, songs and words are only used to make your order

We use your photo, songs, voice message, names, date and card message only to make, check and ship your KnotPen, and to help you if something goes wrong with it. We never use them in ads, on our website, on social media or for anything else, and we never sell them.

How we use the rest

To process and deliver your order, send order and shipping emails, answer your questions, handle refunds, prevent fraud, keep the store working, and measure how well our ads work. If you sign up for emails from us, we send you offers and news. You can unsubscribe at any time with the link in every email.

Who we share it with

Only what each one needs to do its job:

  • Our maker (our supplier, based in China), which makes your KnotPen from your personalisation and packs it.
  • The shipping carrier, which needs your name, address and sometimes your phone number to deliver it.
  • Shopify, which runs our store and stores order information for us.
  • Payment providers (such as Shopify Payments and PayPal), which process your payment.
  • Microsoft Clarity, an analytics tool that records how visitors use our pages (clicks, scrolls, taps) so we can make the store easier to use. Your photo, songs, names, dates and card messages are masked and never sent to it. Where the law requires it, it only runs after you accept cookies.
  • Meta (the company behind Instagram) and TikTok, through their pixels, which tell us when someone visits or buys after seeing our ads so we can measure them. The pixels receive browsing and purchase events. They never receive your photo, songs, voice message or card message.

We do not sell your personal information to anyone.

Sending information overseas

Our maker is in China and some of our service providers store data in other countries, including the United States. When we send personal information overseas, we only send what is needed to make and deliver your order, and we take reasonable steps to make sure it is protected.

How long we keep it

Your photo, songs, voice message and personalisation are deleted 90 days after delivery. We keep basic order records (what you bought, what you paid, where it went) for as long as tax and accounting law requires.

Cookies

We use cookies and similar tools so the store works (for example, your cart), to remember your settings, to understand how people use the site, and to measure our ads. Where the law requires it, we ask for your consent with a cookie banner before we use non-essential cookies, and you can change your choice at any time. You can also block or delete cookies in your browser settings, though parts of the store may then stop working.

Your choices and rights

You can ask us to:

  • show you the personal information we hold about you,
  • correct anything that is wrong,
  • delete your information, including your photo and audio, earlier than planned,
  • stop using your information for marketing.

If you are in the UK or the EU, you also have the right to object to some uses, to restrict how we use your information, and to receive a copy of it in a common format. We use your information because we need it to fulfil your order, because of our legitimate interest in running and improving the store, because the law requires it, or because you agreed (for marketing emails and non-essential cookies). You can withdraw your agreement at any time.

How to ask

Email support@knotpen.com with "Privacy request" in the subject. We reply within 30 days. We may ask you to confirm your identity first, so we never hand your information to the wrong person.

Complaints

If you are unhappy with how we handled your information, email us first and we will try to fix it. You can also complain to the privacy regulator where you live: in Australia, the Office of the Australian Information Commissioner (oaic.gov.au); in the UK, the Information Commissioner's Office (ico.org.uk); in the EU, your local data protection authority.

Children

Our store is not aimed at children, and we do not knowingly collect information from them.

Changes

We may update this policy. The date at the top shows the latest version.

Contact

KnotPen · support@knotpen.com · PO Box 272, Elsternwick VIC 3185, Australia.