Privacy policy

How Lloop collects and uses personal information

Trading name	Lloop
Legal entity	thelittleloop Limited (company number 12309519)
Effective date	20 July 2026

 

Lloop is the trading name of thelittleloop Limited, a company registered in England and Wales under company number 12309519.

Our registered office is:

71–75 Shelton Street
Covent Garden
London
England
WC2H 9JQ

In this Privacy Policy, references to “Lloop”, “we”, “us” or “our” mean thelittleloop Limited.

Lloop operates this store and website, including all related information, content, features, tools, products and services, to provide customers with a curated preloved shopping, resale and trade-in experience. Together, these are referred to in this policy as the “Services”.

Our online store is powered by Shopify, which enables us to provide the Services to you.

This Privacy Policy explains how we collect, use, disclose, retain and protect your personal information when you:

• visit or use our website;
• create or use an account;
• purchase, return or exchange an item;
• sell, trade in or otherwise send items to us;
• use a connected Closet, credit or partner-brand service;
• subscribe to our marketing;
• contact or otherwise interact with us.

For the purposes of applicable data-protection laws, thelittleloop Limited is generally the controller of the personal information described in this policy. Shopify may also act as an independent controller for certain processing, as explained under “Our relationship with Shopify” below.

Please read this Privacy Policy carefully. By using the Services, you acknowledge that you have read and understood how we collect, use and disclose personal information as described in this policy.

1. Personal information we collect or process

“Personal information” means information that identifies you or can reasonably be linked to you. It does not include information that has been anonymised so that it can no longer identify or reasonably be linked to an individual.

Depending on how you interact with us, we may collect or process the following categories of personal information.

Contact information

This may include:

• your name;
• billing and delivery addresses;
• email address;
• telephone number;
• any alternative collection, delivery or return contact details.

Account information

This may include:

• account username or login identifier;
• encrypted password or authentication credentials;
• account preferences and settings;
• saved items and wishlists;
• Lloop Closet information;
• account credit, vouchers and promotional balances;
• marketing and communication preferences.

Order and transaction information

This may include:

• products you view, save, add to your basket or purchase;
• order history;
• delivery and tracking information;
• payment status and transaction references;
• returns, cancellations, refunds and exchanges;
• promotional codes, gift cards, credits and vouchers used;
• customer-service communications concerning a transaction.

Payment information

Payment information may include:

• payment method;
• payment confirmation;
• transaction value;
• billing information;
• partial card or payment-account identifiers;
• fraud or payment-verification results.

Complete payment-card details are normally collected and processed directly by Shopify Payments or another authorised payment provider. We do not ordinarily receive or store your complete card number or security code.

Trade-in, resale and seller information

Where you sell, trade in or send clothing or other items to us, we may collect:

• information about the items you submit;
• brand, category, size, age and condition information;
• photographs or descriptions of items;
• item acceptance, rejection and valuation information;
• information about items added to your Lloop Closet;
• parcel, collection, return-label and tracking information;
• information about credits, vouchers or payments issued;
• your selected partner-brand voucher or credit preference;
• communications about your submission;
• information needed to establish ownership of, or your authority to submit, an item.

Communications

This may include information you provide when you:

• contact customer service;
• make a complaint;
• submit a review;
• respond to a survey;
• enter a promotion or competition;
• communicate with us by email, telephone, social media or another channel.

Device and technical information

This may include:

• IP address;
• browser type and version;
• operating system;
• device type;
• unique device or online identifiers;
• network and connection information;
• approximate location derived from an IP address;
• cookie, pixel and similar technology identifiers.

Website and usage information

This may include information about:

• how and when you visit and use the website;
• pages, products and categories viewed;
• links and features used;
• searches performed;
• items added to your basket or wishlist;
• referral source;
• session duration;
• technical errors and website performance;
• your interaction with advertisements and marketing.

Marketing information

This may include:

• whether you have consented or objected to marketing;
• the marketing channels you have selected;
• whether marketing emails were delivered, opened or clicked;
• products, categories or brands that may be of interest to you;
• advertising audience or campaign attribution information.

Security and fraud-prevention information

This may include:

• account and login activity;
• payment and transaction risk indicators;
• device and network information;
• suspected fraudulent, abusive, unlawful or unauthorised activity;
• information required to protect our customers, staff, systems and property.

We do not intentionally collect special-category personal information, such as information about health, ethnicity, religion or political opinions, through the ordinary operation of the store. Please do not send this type of information to us unless it is necessary and we have asked you to provide it.

2. How we collect personal information

We may collect personal information from the following sources.

Directly from you

For example, when you:

• visit or use the website;
• create or update an account;
• place an order;
• make a return;
• add an item to your Closet;
• sell, trade in or send items to us;
• contact customer service;
• subscribe to marketing;
• submit a review or survey;
• enter a promotion.

Automatically through the Services

We may collect information automatically from your browser or device through:

• cookies;
• pixels;
• tags;
• local storage;
• server logs;
• similar technologies.

Further information is provided in our Cookie Policy and through the Cookie preferences tool available on our website.

From Shopify and our service providers

We may receive information from organisations that help us provide the Services, including:

• Shopify;
• payment providers;
• delivery and logistics companies;
• warehousing providers;
• fraud-prevention services;
• customer-service systems;
• analytics providers;
• marketing and email platforms;
• review and survey platforms.

From partner brands

Where you use a connected Lloop service involving a participating brand, we may receive information from or share information with that brand where necessary to:

• identify eligible purchases;
• add items to your Closet;
• operate a take-back programme;
• issue or redeem a partner-brand voucher;
• provide another connected service you have requested.

The relevant brand may also be an independent controller of the information it receives. Its own privacy policy will explain how it handles that information.

From other third parties

We may receive information from:

• social-media platforms;
• advertising partners;
• identity, payment or fraud-verification providers;
• publicly available sources;
• business partners where you have asked to connect or use their services.

3. How we use personal information

We may use personal information for the following purposes.

Providing and managing the Services

This includes:

• creating and managing your account;
• operating your Lloop Closet;
• displaying saved items, credit and account history;
• processing payments;
• processing and fulfilling orders;
• arranging delivery;
• providing order and delivery updates;
• managing returns, cancellations, exchanges and refunds;
• issuing and redeeming credits, gift cards and vouchers;
• maintaining records of your transactions.

Providing trade-in and resale services

This includes:

• administering trade-ins, clear-outs and other item-submission services;
• identifying and recording submitted items;
• arranging collection, postage and tracking;
• assessing condition, eligibility and resale suitability;
• valuing and accepting or rejecting items;
• issuing Lloop credit, partner-brand vouchers or other agreed consideration;
• managing rejected, returned, donated, recycled or otherwise processed items in accordance with the applicable seller terms;
• sharing information with a participating brand where required to provide a connected service you have selected.

Personalising and improving the Services

This may include:

• remembering your preferences;
• displaying relevant products and categories;
• recommending products related to your activity or purchases;
• understanding how customers use our store;
• testing and improving our website, products and services;
• analysing store performance;
• troubleshooting errors;
• developing new features and services.

Where cookies or similar technologies require your consent, personalisation and analysis will only take place after the relevant consent has been given.

Customer service and communications

This includes:

• responding to enquiries;
• resolving complaints;
• providing information about orders, accounts, returns and trade-ins;
• sending important administrative or policy notices;
• communicating with you about your relationship with us.

Marketing and advertising

This may include:

• sending marketing and promotional emails;
• notifying you of products, services, offers or events;
• reminding you about an incomplete basket, where legally permitted;
• measuring marketing performance;
• creating or using advertising audiences;
• showing advertising on our website or other websites;
• personalising advertising based on your activity, where you have consented.

You can unsubscribe from email marketing at any time by using the unsubscribe link in an email or contacting us.

Opting out of marketing will not prevent us from sending non-marketing messages about an order, account, trade-in or other service you have requested.

Security and fraud prevention

This includes:

• authenticating accounts;
• protecting checkout and payment processes;
• preventing and investigating fraud;
• detecting unlawful, malicious or abusive activity;
• protecting our customers, staff, systems, property and rights;
• enforcing our terms and policies.

Legal and regulatory purposes

This includes:

• complying with consumer, tax, accounting, data-protection and other legal obligations;
• responding to valid legal or regulatory requests;
• managing product-safety matters;
• investigating or responding to complaints;
• establishing, exercising or defending legal claims;
• enforcing our contracts and policies.

Business administration and corporate transactions

This may include:

• internal reporting and financial planning;
• obtaining professional advice;
• insurance;
• due diligence;
• investment, restructuring, merger, acquisition or sale of all or part of our business.

4. Our lawful bases for processing

We process personal information only where we have a lawful basis to do so.

The lawful basis depends on the particular purpose and circumstances.

Performance of a contract

We rely on this basis where processing is necessary to enter into or perform a contract with you.

This includes processing necessary to:

• create and manage your account;
• process payment;
• fulfil and deliver an order;
• manage a cancellation, return or refund;
• provide customer support relating to a contract;
• administer a trade-in or item-submission service;
• assess, value and process items sent to us;
• issue an agreed credit or voucher.

Legal obligation

We rely on this basis where processing is necessary to comply with a legal duty.

This may include:

• maintaining tax and accounting records;
• complying with consumer-protection law;
• responding to regulatory or court requirements;
• complying with product-safety duties;
• preventing or reporting unlawful activity where legally required;
• responding to valid data-protection requests.

Legitimate interests

We may process personal information where it is necessary for our legitimate interests or those of another person, provided those interests are not overridden by your rights and interests.

Our legitimate interests may include:

• operating and improving our business and website;
• understanding customer demand;
• providing effective customer service;
• protecting our systems, customers and property;
• preventing fraud and misuse;
• maintaining accurate business records;
• managing disputes and legal claims;
• communicating with existing customers about related products or services where legally permitted;
• measuring the effectiveness of our Services and marketing;
• planning and administering a corporate transaction.

Where required, we assess whether the processing is necessary and whether your rights and interests override those interests.

Consent

We rely on consent where you have made a genuine and informed choice to permit particular processing.

This may include:

• receiving certain electronic marketing;
• allowing non-essential cookies or similar technologies;
• personalised advertising;
• sharing information for an optional connected service where consent is the appropriate basis.

You may withdraw consent at any time. Withdrawal will not affect the lawfulness of processing that took place before consent was withdrawn.

Other lawful bases

In limited circumstances, we may process information to protect someone’s vital interests or under another lawful basis permitted by applicable law.

5. Marketing communications

We may send you marketing where:

• you have given consent;
• you purchased from us or negotiated a purchase and the law permits us to market similar products or services to you;
• another lawful marketing rule applies.

Where we rely on the existing-customer “soft opt-in”, we will have offered you an opportunity to opt out when your details were collected and will provide an unsubscribe option in every subsequent marketing message.

You can stop receiving email marketing at any time by:

• selecting the unsubscribe link in an email; or
• emailing hello@thelittleloop.com.

We may retain a minimal suppression record after you unsubscribe so that we continue to respect your preference.

6. Cookies and similar technologies

We and our partners, including Shopify, use cookies and similar technologies to:

• operate the website;
• maintain security;
• remember preferences;
• provide basket, checkout and account functionality;
• measure performance;
• understand use of the Services;
• personalise content;
• measure and provide advertising.

We do not use non-essential cookies or similar technologies for analytics, personalisation or advertising unless you have given the consent required by law.

You can manage your choices through the Cookie preferences link on our website.

For more information, please read our Cookie Policy.

7. How we disclose personal information

We may disclose personal information to the following recipients where necessary and lawful.

Shopify

Shopify hosts and supports our ecommerce store, accounts, checkout and related Services.

Payment providers

These organisations process payments, refunds, payment verification and fraud checks.

Delivery, returns and logistics providers

This includes Royal Mail and any other organisation used to:

• dispatch orders;
• track parcels;
• provide return labels;
• collect trade-in items;
• operate warehousing or fulfilment services.

Technology and operational service providers

These may include providers of:

• website hosting and infrastructure;
• customer-service software;
• account and authentication services;
• email and communications;
• analytics;
• fraud prevention;
• data storage and backup;
• reviews and surveys;
• business reporting.

Marketing and advertising partners

Where permitted, we may disclose limited information to organisations that help us:

• send marketing;
• measure campaign performance;
• create audiences;
• provide personalised advertising.

Where consent is legally required, this disclosure and associated tracking will only occur after consent.

Partner brands

Where you choose to use a connected trade-in, Closet or voucher service, we may share information with the relevant participating brand where necessary to:

• verify eligibility;
• identify a purchase;
• provide a connected Closet service;
• issue or redeem a voucher;
• administer a take-back programme;
• respond to a query about that service.

Professional advisers

We may disclose information to:

• lawyers;
• accountants;
• auditors;
• insurers;
• consultants;
• investors and corporate advisers.

Public authorities and legal recipients

We may disclose information to:

• courts;
• regulators;
• law-enforcement bodies;
• tax authorities;
• other public bodies,

where legally required or where reasonably necessary to establish, exercise or defend legal rights.

Business buyers and investors

Information may be disclosed in connection with:

• investment;
• financing;
• restructuring;
• merger;
• acquisition;
• sale or transfer of all or part of our business or assets.

We require service providers acting on our behalf to protect personal information and use it only for authorised purposes.

8. Our relationship with Shopify

The Services are hosted by Shopify.

Shopify collects and processes personal information about your access to and use of the Services to provide and improve Shopify’s services.

Information submitted through our store may be transmitted to and shared with Shopify and with service providers located outside the country in which you live.

We may use Shopify features that incorporate information obtained from your interaction with our store, other merchants and Shopify. These features may help us:

• protect the store;
• understand performance;
• provide personalisation;
• measure and improve marketing;
• improve the customer experience.

For some of these activities, including certain Shopify enhanced services, Shopify may act as an independent controller and be responsible for its own processing of personal information.

You can learn more about Shopify’s use of personal information and exercise applicable rights through the Shopify Consumer Privacy Policy and Privacy Portal.

Where required, Shopify and Lloop will respect the choices you make through our cookie-consent controls.

9. International transfers

Some of our service providers, including Shopify, may process personal information outside the United Kingdom.

Where personal information is transferred to a country that is not covered by UK adequacy regulations, we will use an appropriate safeguard where required.

This may include:

• the UK International Data Transfer Agreement;
• the UK Addendum to the European Commission’s standard contractual clauses;
• another approved contractual safeguard;
• a legally permitted derogation;
• another mechanism recognised under applicable data-protection law.

You may contact us for more information about the safeguards relevant to your personal information.

10. How long we retain personal information

We keep personal information only for as long as reasonably necessary for the purposes for which it was collected, including to:

• provide the Services;
• maintain accounts;
• comply with legal and regulatory duties;
• resolve disputes;
• prevent fraud;
• establish, exercise or defend legal claims.

Retention periods vary depending on the type of information and the reason it is held.

Our usual retention periods or criteria include the following.

Orders and financial records

Order, payment, refund, credit, voucher and accounting records will generally be retained for up to six years after the end of the relevant financial year or customer relationship, or longer where required by law.

Trade-in and seller records

Records of items submitted, valuations, acceptance decisions, credits, vouchers and related communications will generally be retained for up to six years where needed for accounting, contractual or legal purposes.

Customer-service and complaint records

These will generally be retained for the time needed to resolve the matter and may be kept for up to six years afterwards where relevant to legal claims.

Account information

Account information will usually be retained while your account remains active and for a reasonable period afterwards.

We may retain information for longer where:

• an account contains credit or another ongoing entitlement;
• a transaction or dispute remains unresolved;
• legal or regulatory retention is required;
• fraud or security concerns exist.

Marketing information

Marketing information is retained until you unsubscribe or we otherwise stop using it. We may retain a minimal suppression record after an opt-out.

Cookie and analytics information

Cookie and analytics information is retained for the period stated in our Cookie Policy, cookie-preferences tool or the relevant provider’s information.

Legal claims and investigations

Relevant information may be retained until the applicable limitation period, complaint, investigation or legal process has expired or concluded.

When information is no longer needed, we will delete or anonymise it, subject to technical and legal limitations.

11. Security

We use appropriate technical and organisational measures designed to protect personal information against:

• unauthorised access;
• accidental loss;
• misuse;
• alteration;
• disclosure;
• destruction.

These measures may include:

• access controls;
• account authentication;
• encryption;
• secure payment processing;
• system monitoring;
• staff procedures;
• provider due diligence;
• backup and recovery measures.

No internet transmission or storage system can be guaranteed to be completely secure.

Please keep your account credentials confidential and contact us promptly if you believe your account has been compromised.

Do not send sensitive or confidential information through an insecure communication channel.

12. Your data-protection rights

Depending on the circumstances and applicable law, you may have the right to:

Access

You may ask for confirmation that we process your personal information and request a copy of it.

Correction

You may ask us to correct inaccurate or incomplete personal information.

Erasure

You may ask us to delete personal information in certain circumstances.

This right is not absolute. We may need to retain information to comply with law, administer an ongoing contract, prevent fraud or manage legal claims.

Restriction

You may ask us to restrict the processing of personal information in certain circumstances.

Objection

You may object to processing based on legitimate interests.

We will stop the relevant processing unless we have compelling legitimate grounds to continue or the information is required for legal claims.

You have an absolute right to object to the use of your personal information for direct marketing.

Portability

You may ask to receive certain personal information in a structured, commonly used and machine-readable format, or ask us to transmit it to another controller where technically feasible.

Withdrawal of consent

Where processing is based on consent, you may withdraw that consent at any time.

Rights relating to automated decisions

You may have rights where a decision that has legal or similarly significant effects is made solely by automated means, including a right to request human intervention, express your view and challenge the decision.

Not all of these rights apply in every circumstance. Legal exemptions may also apply.

To exercise a right, email:

hello@thelittleloop.com

We may need to request information to verify your identity. We will respond within the period required by applicable law.

You may also be able to make certain requests directly to Shopify through the Shopify Privacy Portal.

13. Complaints

Please contact us first if you have a concern about how we handle personal information. We will investigate and try to resolve it.

You also have the right to complain to the Information Commissioner’s Office, the UK data-protection regulator.

The ICO can be contacted through its website at:

Information Commissioner’s Office

You are not required to contact us before complaining to the ICO.

Residents of the Channel Islands or Isle of Man may also have the right to complain to the applicable local data-protection authority.

14. Children’s information

The Services are intended for adults.

We do not knowingly seek to collect personal information directly from children.

A person under 18 should use the Services only with the involvement and permission of a parent or guardian.

If you believe a child has provided us with personal information without appropriate permission, contact hello@thelittleloop.com so that we can investigate and, where appropriate, delete it.

15. Third-party websites and services

The Services may contain links to third-party websites, platforms or services.

We do not control and are not responsible for the privacy, security or content of independent third parties.

You should read the privacy policy of any third-party website or service you use.

The inclusion of a link does not necessarily mean that we endorse or are affiliated with the third party.

16. Changes to this Privacy Policy

We may update this Privacy Policy to reflect changes to:

• our Services;
• Shopify functionality;
• installed applications;
• our service providers;
• our processing practices;
• applicable legal requirements.

We will publish the revised policy on the website and update the “Last updated” date.

Where required, we will provide additional notice or obtain fresh consent.

17. Contact us

Questions about this Privacy Policy, our privacy practices or your rights should be sent to:

Email: hello@thelittleloop.com

Data controller:
thelittleloop Limited, trading as Lloop

Registered office:
71–75 Shelton Street
Covent Garden
London
England
WC2H 9JQ

Company number: 12309519

Our registered office is not our returns address.

Purchase returns and items sent to us should be directed, in accordance with our Returns Policy or applicable trade-in instructions, to:

Lloop
3 Parnell Court
East Portway
Andover
SP10 3LX