Privacy policy

Privacy Policy

Last updated: September 2026

At The Mertra, we respect your privacy and are committed to protecting the personal information you share with us when you visit, browse, or make a purchase through themertra.co.uk.

This Privacy Policy explains what information we collect, how we use it, when we may share it, and the choices and rights available to you.

1. Information We Collect

When you visit or use The Mertra, we may collect information including:

Your name
Email address
Phone number
Billing address
Shipping address
Order and purchase information
Payment-related information
Account information, where applicable
Customer service communications
Device and browser information
IP address
Website activity and interaction data
Cookies and similar technologies

Payment information may be processed securely by our payment service providers. The Mertra does not necessarily store complete payment card details directly.

2. How We Collect Information

We may collect personal information when you:

Visit or browse our website
Place an order
Create or use an account
Contact customer support
Subscribe to marketing communications
Interact with our website, advertisements, or services

Certain technical information may also be collected automatically through cookies, pixels, analytics tools, and similar technologies.

3. How We Use Your Information

We may use personal information to:

Process and fulfil orders
Process payments
Arrange shipping and delivery
Provide order confirmations and updates
Handle returns, refunds, and customer enquiries
Provide customer support
Maintain and improve our website
Prevent fraud and protect our business and customers
Understand how customers use our website
Measure website and advertising performance
Personalise the shopping experience where permitted
Send marketing communications where you have consented or where otherwise permitted by law
Comply with applicable legal and regulatory requirements

4. Shopify

Our online store is hosted using Shopify.

Shopify provides the ecommerce platform that allows us to offer and sell our products and services online.

As part of operating our store, Shopify may process personal information in accordance with its own privacy practices and applicable data protection requirements.

5. Payment Processing

Payments may be processed through third-party payment processors made available through our checkout.

These providers may collect and process payment and transaction information necessary to complete your purchase, prevent fraud, and comply with applicable financial regulations.

Their handling of personal information is subject to their respective privacy policies and terms.

6. Shipping and Service Providers

We may share information with trusted service providers where necessary to operate our business, including:

Shipping and delivery providers
Payment processors
Ecommerce and website service providers
Customer support providers
Analytics providers
Advertising and marketing providers
Fraud prevention and security providers

We only share information where reasonably necessary for these services or where permitted or required by law.

7. Advertising and Analytics

We may use analytics and advertising technologies to understand website activity, measure advertising effectiveness, and improve our services.

These technologies may collect information such as:

Pages viewed
Products viewed
Products added to cart
Checkout activity
Purchases
Device and browser information
Approximate location
Advertising interactions

Depending on the services enabled on our store, information may be processed by third-party analytics and advertising providers.

You may have choices regarding advertising cookies and similar technologies depending on your location.

8. Cookies

The Mertra and our service providers may use cookies and similar technologies to:

Keep the website functioning properly
Remember preferences
Support shopping cart and checkout functions
Understand website usage
Improve website performance
Measure marketing and advertising effectiveness

Where required by applicable law, we will request consent before using non-essential cookies.

You may also manage certain cookies through your browser settings.

9. Marketing Communications

If you choose to receive promotional emails or other marketing communications from us, we may use your contact information to send relevant offers, updates, or information about The Mertra.

You may unsubscribe from marketing emails at any time by using the unsubscribe option included in the communication.

You may still receive transactional communications relating to your orders or customer service requests.

10. Data Retention

We retain personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy, including:

Completing orders
Providing customer support
Maintaining business and transaction records
Preventing fraud
Meeting legal, tax, accounting, or regulatory requirements

Retention periods may vary depending on the type of information and applicable legal requirements.

11. Data Security

We take reasonable administrative, technical, and organisational measures designed to protect personal information against unauthorised access, disclosure, alteration, loss, or misuse.

However, no online transmission or storage system can be guaranteed to be completely secure.

12. Your Privacy Rights

Depending on where you live, you may have rights regarding your personal information, including the right to:

Request access to personal information we hold about you
Request correction of inaccurate information
Request deletion of certain personal information
Object to or restrict certain processing
Withdraw consent where processing is based on consent
Request information about how your data is used or shared
Request a copy of certain personal information

Some rights may be subject to legal exceptions or limitations.

To submit a privacy request, please contact us using the details below.

13. UK and European Privacy Rights

If applicable under UK or European data protection law, personal information may be processed based on legal grounds including:

Performance of a contract, such as fulfilling your order
Compliance with legal obligations
Legitimate business interests
Your consent, where consent is required

Eligible individuals may have rights including access, correction, deletion, restriction, objection, portability, and withdrawal of consent.

14. International Data Transfers

Because we use third-party ecommerce, payment, analytics, advertising, and other service providers, personal information may be processed or stored outside the country where you live.

Where required, appropriate safeguards may be used for international transfers of personal information.

15. Children's Privacy

The Mertra is not intended for use by children who are not legally permitted to enter into online transactions without appropriate parental or guardian involvement.

We do not knowingly seek to collect personal information from children in violation of applicable law.

16. Third-Party Links

Our website may contain links to third-party websites or services.

We are not responsible for the privacy, security, or content practices of third-party websites. We encourage you to review their privacy policies before providing personal information.