Privacy policy

Last updated: 9 August 2026

Who is responsible for your information

Urban Palm Trees, operated by Mathew Astle as a UK sole trader, is the controller of the personal information described in this policy.

Business address: 36 The Turnpike, Stockport, SK6 6HF, United Kingdom
Email: info@urbanpalmtrees.com
Phone: +44 7976 953179

Information we collect

Depending on how you use the store, we may collect:

  • Your name, email address, telephone number and contact details.
  • Billing and delivery addresses.
  • Order, product, payment-status, return and refund records.
  • Account information and customer-support messages.
  • Device, browser, IP address, cookie identifier and website-usage information.
  • Marketing preferences and consent records.

Payment providers process full payment credentials. Urban Palm Trees does not directly store complete payment-card numbers.

We use personal information where necessary:

  • To perform a contract, including taking payment, producing and fulfilling an order, providing delivery updates, handling returns and communicating about a purchase.
  • For legitimate interests, including operating and improving the store, preventing fraud, securing accounts, responding to support requests and maintaining business records, where those interests are not overridden by your rights.
  • With consent, including optional direct marketing and non-essential cookies where consent is required. Consent can be withdrawn.
  • To comply with legal obligations, including tax, accounting, consumer-protection, fraud-prevention and regulatory duties.

Shopify, Gelato and fulfilment information

Shopify provides our ecommerce platform and checkout. When a customer places an order, we share the information reasonably needed for fulfilment with Gelato and relevant production and delivery partners.

This information can include the recipient’s name, delivery address, email address, order and product details, and a telephone number where required by a carrier or an express delivery method. Gelato sends fulfilment and tracking information back to Shopify so that order updates can be issued under the Urban Palm Trees store relationship.

Urban Palm Trees remains the retail customer contact. Customers should contact us rather than a Gelato production facility about an order, return or refund.

Other service providers and sharing

We may share information only as reasonably necessary with payment processors, delivery carriers, customer-service and order-tracking tools, website-security and fraud-prevention providers, professional advisers, and analytics or advertising providers where enabled and lawfully permitted.

We may also disclose information where required by law or in connection with a lawful business reorganisation. We do not sell personal information for monetary consideration.

International processing

Shopify, Gelato and other service providers may process personal information outside the United Kingdom. Where required, international transfers are protected by a recognised legal safeguard or another lawful transfer mechanism.

Retention

We keep personal information only for as long as reasonably necessary for the purposes described in this policy, including order support, legal and accounting obligations, dispute resolution and fraud prevention. The exact period depends on the type of record and the applicable legal requirement.

Marketing

We send direct marketing only where we have a lawful basis. You can unsubscribe using the link in a marketing email or by contacting us. Unsubscribing from marketing does not stop service messages about an order.

Cookies and privacy choices

We use necessary cookies to operate the store and may use optional analytics or advertising cookies where enabled and permitted. Please read our Cookie Policy for more information. Where available, use the “Your Privacy Choices” link in the website footer to manage applicable preferences.

Your rights

Subject to applicable law, you may have rights to access, correct or delete personal information; restrict or object to processing; receive portable data; and withdraw consent. You have an absolute right to object to direct marketing.

Email info@urbanpalmtrees.com with the subject “Privacy request”. We may need to verify your identity before completing a request. You may also complain to the UK Information Commissioner’s Office at ico.org.uk.

Security

We use reasonable technical and organisational measures designed to protect personal information. No internet transmission or storage system can be guaranteed to be completely secure.

Children

The store is not directed to children who cannot lawfully provide their own consent. If you believe a child has provided personal information improperly, contact us.

Changes to this policy

We may update this policy when our operations, providers or legal obligations change. The revised date will be displayed at the top of this page.

Contact

Email: info@urbanpalmtrees.com
Phone: +44 7976 953179
Customer support: Monday–Friday, 9:00 AM–6:00 PM, UK local time (Europe/London)
Response time: We aim to respond within one business day.