Legal
Privacy policy
This explains what we do with your personal data, why, and what rights you have over it. We have tried to write it in plain English rather than the usual.
Last updated
Who we are
Lucent Labs UK is a trading name of North Norfolk Glass Engravers, a general partnership trading from North Walsham, Norfolk. We are the data controller for the personal data described on this page.
Address: 23 Buxton Road, North Walsham, Norfolk, NR28 0ED, United Kingdom.
VAT registration number: GB456131995.
Email: trade@lucentlabs.uk
If you want to raise anything about your data, email us at the address above and put “data” in the subject line so it does not get lost among the order enquiries.
What we collect
When you send an enquiry or an order request
- Your name
- Your email address
- Your company, pub, brewery or club name, if you give one
- What you have told us about the order, including any deadline
- Any artwork or files you attach
- How you heard about us, if you choose to tell us
All of it is optional except your name, your email address and a description of what you want, because without those we cannot reply or quote.
If your enquiry becomes an order
- Your delivery address
- The order details, the price and the invoice
- Payment confirmation from Stripe — we never see or hold your card details
- Delivery tracking information
When you visit this website
We use Cloudflare Web Analytics, which is cookieless. It tells us how many people visited a page, roughly where in the world they were, and how quickly the page loaded. It sets no cookies, does not follow you between websites, does not fingerprint your device and does not build a profile of you. That is why this site has no cookie banner — there is nothing to consent to.
Our hosting provider keeps standard server logs, including IP addresses, for security and to stop abuse. These are kept for a short period and are not used to identify individual visitors.
Why we use it, and our lawful basis
| What for | Lawful basis |
|---|---|
| Replying to your enquiry and preparing a quote or mockup | Steps taken at your request before entering a contract |
| Making, packing and delivering your order | Performance of a contract |
| Keeping invoices and order records | Legal obligation — tax and accounting law |
| Keeping your artwork so you can reorder without re-sending it | Legitimate interests — making repeat orders straightforward |
| Understanding how the website is used, in aggregate | Legitimate interests — running and improving the site |
We do not send marketing emails, we do not run a mailing list, and we do not sell, rent or share your details with anyone for their own marketing.
Who else sees it
Only the organisations that have to, in order to get your glasses made and delivered:
- Formspree — processes the enquiry forms on this website and passes the contents to our inbox. Formspree is based in the United States.
- Our email provider — stores our correspondence with you, as any email provider does.
- Stripe — takes your payment. Stripe handles your card details directly; we only ever see that a payment succeeded.
- Royal Mail and any other carrier we use — receives your name and delivery address so the parcel arrives.
- Cloudflare — hosts and serves this website, and provides the cookieless analytics described above.
- Our accountant and HMRC — where tax law requires it.
We would also disclose data if we were legally required to, for example by a court order. That has never happened.
Data going outside the UK
Some of the providers above are based outside the UK, principally in the United States. Where personal data is transferred outside the UK we rely on the safeguards permitted under UK data protection law, such as the UK Extension to the EU–US Data Privacy Framework or the International Data Transfer Agreement, depending on the provider.
How long we keep it
- Order records, invoices and correspondence about an order— seven years from the end of the financial year the order falls in, which covers the record-keeping periods HMRC requires.
- Your artwork and engraving setup — kept indefinitely so a repeat order is a one-line email rather than starting again. Ask us and we will delete it.
- Enquiries that did not become orders — two years, after which they are deleted. People often come back the following season.
- Analytics — aggregated only. There is nothing in it that identifies you.
Your rights
Under UK data protection law you can ask us to:
- tell you what personal data we hold about you, and give you a copy
- correct anything that is wrong
- delete it, where we are not legally required to keep it — we cannot delete an invoice HMRC requires us to hold, but we can delete your artwork
- restrict how we use it, while a dispute is sorted out
- provide it in a portable format, or send it to someone else, where that applies
- stop relying on legitimate interests, where you object and we have no overriding reason to continue
Email us and we will deal with it. There is no charge, and we will respond within one month. We may ask you to confirm who you are first, which is usually just replying from the address we already have.
We do not carry out any automated decision-making or profiling that produces legal or similarly significant effects.
Complaints
If you think we have handled your data badly, please tell us first — it is usually something we can put right quickly. You also have the right to complain to the Information Commissioner’s Office, the UK data protection regulator, at ico.org.uk/make-a-complaint or on 0303 123 1113.
Security
This website is served over HTTPS. Form submissions are encrypted in transit. Our accounts are protected with strong passwords and two-factor authentication where the provider supports it. No system is perfect, but we take it seriously and we keep the amount of data we hold deliberately small.
Children
This website is not aimed at children and we do not knowingly collect personal data from anyone under 16.
Changes to this policy
If we change how we handle personal data we will update this page and change the date at the top. If the change is significant and we hold your details, we will tell you.