Privacy policy

Last updated: October 19, 2026

SerenoWalls is a trading name of LAB38STORE LTD, a private limited company registered in England and Wales (company number 17242539). This Privacy Policy explains how we ("SerenoWalls", "we", "us", "our") collect, use and share your personal information when you visit serenowalls.com, place an order or contact us. LAB38STORE LTD is the controller of your personal information. You can reach us at hello@serenowalls.com or at Suite 10873, 5 Brayford Square, London E1 0SG, United Kingdom.

1. Information we collect

Contact and order details: your name, email address, shipping and billing address, phone number (if you provide it) and the products you order.
Personalization details: the text and information you enter in the "Personalize it" box, such as names, dates, places, song lines, vows or messages. These may include details about other people, such as your partner or family members. Please only share details you are happy for us to print.
Payment information: payments are handled by the payment providers offered at checkout (such as Shopify Payments). We do not see or store your full card number.
Communications: the messages you send us, including proof approvals and change requests.
Device and usage information: your IP address, browser and device type, pages viewed and how you use the site, collected through cookies and similar technologies.

2. How we use your information

To process your order, create your personalized design, send you a digital proof and deliver your piece (performance of a contract).
To answer your questions and provide customer support (performance of a contract and legitimate interests).
To prevent fraud and keep our store secure (legitimate interests).
To keep accounting and tax records (legal obligation).
To understand how the site is used and improve it (legitimate interests, or consent where required for cookies).
To send you marketing emails, only if you have signed up for them (consent). You can unsubscribe at any time using the link in every email.

We use your personalization details only to make and deliver your order and to handle replacements. We never use them for marketing and never show them publicly.

3. Who we share it with

We do not sell your personal information. We share it only with service providers who help us run the store, and only as needed:

Shopify, which hosts our store and processes checkout. See the Shopify Privacy Policy.
Gelato, our production partner, which prints your order and arranges shipping. Gelato receives your name, shipping address, contact details needed for delivery and your print file.
Shipping carriers, which deliver your order and may contact you about delivery.
Payment providers, which process your payment and help prevent fraud.
Email and analytics tools that help us send order emails and understand site traffic.
Authorities, where we are required to by law.

4. Cookies

We use cookies that are necessary for the store to work (for example, to remember your cart). With your consent where required, we also use analytics and marketing cookies. You can manage your choices through the cookie banner on the site and through your browser settings.

5. International transfers

Our designer works from Türkiye, and our service providers may process data in the United States, the United Kingdom, the European Union and other countries. When your information is transferred out of the UK or the European Economic Area, we rely on adequacy decisions or appropriate safeguards such as Standard Contractual Clauses and the UK International Data Transfer Addendum.

6. How long we keep it

Personalization details and print files: up to 12 months after delivery, so we can handle replacements; then they are deleted.
Order and payment records: as long as required by tax and accounting laws (currently 6 years in the UK).
Marketing data: until you unsubscribe.
Messages with us: up to 2 years after our last contact.

7. Your rights

Depending on where you live, you may have the right to:

access the personal information we hold about you,
correct it or ask us to delete it,
object to or restrict how we use it,
receive a copy of it in a portable format,
withdraw your consent at any time, and
opt out of targeted advertising, or of the "sale" or "sharing" of personal information as defined in some US state laws. We do not sell your personal information.

To make a request, email hello@serenowalls.com. We may need to verify your identity, and we will reply within one month (or the period required by your local law). You may use an authorized agent where your local law allows it. We will not treat you differently for using your rights.

You can also exercise certain rights over data processed by Shopify through the Shopify Privacy Portal.

8. Security

We use reasonable technical and organizational measures to protect your information, and our checkout is encrypted. No method of transmission over the internet is completely secure, so please avoid sending sensitive information by email.

9. Children

Our store is not intended for children under 16, and we do not knowingly collect their personal information. If you believe a child has given us personal information, please contact us and we will delete it.

10. Complaints

If you have a concern, please contact us first and we will try to resolve it. If you are in the UK, you can also complain to the Information Commissioner's Office (ico.org.uk). If you are elsewhere, you can contact your local data protection authority.