Privacy policy

Last updated: 30 September 2026

This Privacy Policy explains how Marlow & Grey collects, uses and protects your personal data when you visit marlow-grey.com or place an order with us. We process personal data in accordance with the EU General Data Protection Regulation (GDPR), the UK GDPR and the UK Data Protection Act 2018, and applicable US privacy laws.

1. Who Is Responsible for Your Data

The data controller is Klaucke Services, the company that owns and operates Marlow & Grey:

Klaucke Services
Nijverheidsweg 9D, 3433 NP Nieuwegein, the Netherlands
Chamber of Commerce (KvK): 90212851
VAT Number: NL004027673B13
Email: info@marlow-grey.com
Phone: +31 6 58916182

For any privacy question or request, please email info@marlow-grey.com with "Privacy" in the subject line.

2. What Data We Collect

  • Order and account data: name, billing and shipping address, email address, phone number, order history and, if you create an account, your login details.
  • Payment data: payments are handled by our payment providers. We do not see or store your full card number.
  • Customer service data: the content of messages you send us by email or through our contact form.
  • Technical and usage data: IP address, browser and device type, pages viewed, referring website and similar information collected through cookies, only where you have given consent if consent is required.
  • Marketing data: your email address and preferences, only if you subscribe to our newsletter.

3. Why We Use Your Data and Our Legal Basis

  • To process and deliver your order, handle returns and refunds and send order updates. Legal basis: performance of a contract.
  • To answer your questions and provide customer service. Legal basis: performance of a contract or our legitimate interest in helping you.
  • To prevent fraud and keep our store secure. Legal basis: legitimate interest.
  • To comply with legal obligations, such as tax and accounting rules. Legal basis: legal obligation.
  • To analyse and improve our website and measure the performance of our advertising. Legal basis: your consent, given through our cookie banner.
  • To send you newsletters and offers. Legal basis: your consent, which you can withdraw at any time using the unsubscribe link in every email.

4. Who We Share Your Data With

We never sell your personal data. We only share it with service providers who help us run our store, and only as far as necessary:

  • Shopify (store platform, hosting and checkout)
  • Payment providers, such as Shopify Payments and the other payment methods offered at checkout
  • Shipping carriers and our fulfilment partner, to deliver your order and handle returns
  • ParcelPanel (order tracking page and shipping notifications)
  • Google (Google Analytics and Google Ads, with your consent), including server-side measurement through TrackBee
  • Pandectes (cookie consent management)
  • Authorities, where we are legally required to do so

These providers act on our instructions and are bound by data processing agreements.

5. International Transfers

Some of our service providers are located outside the European Economic Area and the United Kingdom, for example in the United States or Canada. Where this is the case, we make sure appropriate safeguards are in place, such as an adequacy decision, the EU-US Data Privacy Framework or the European Commission's Standard Contractual Clauses (with the UK Addendum where applicable).

6. Cookies

We use strictly necessary cookies to make our store work, for example to keep your shopping cart and process your checkout. Analytics and marketing cookies are only placed after you give consent through our cookie banner. You can change or withdraw your consent at any time using the cookie icon at the bottom left of every page. We respect Global Privacy Control (GPC) signals sent by your browser.

7. How Long We Keep Your Data

  • Order, invoice and payment records: 7 years, as required by Dutch tax law
  • Customer service messages: up to 2 years after the matter has been closed
  • Customer accounts: until you delete your account, or after 3 years of inactivity
  • Newsletter data: until you unsubscribe
  • Analytics data: no longer than 26 months

8. Your Rights

Under the GDPR and UK GDPR, you have the right to:

  • access the personal data we hold about you
  • have incorrect data corrected
  • have your data deleted, unless we are legally required to keep it
  • restrict or object to certain processing, including direct marketing
  • receive your data in a portable format
  • withdraw your consent at any time, without affecting processing that took place before

To exercise any of these rights, email info@marlow-grey.com. We will respond within one month. We may ask you to verify your identity before handling your request.

If you are not satisfied with how we handle your data, you can lodge a complaint with the Dutch Data Protection Authority (Autoriteit Persoonsgegevens, autoriteitpersoonsgegevens.nl) or, if you live in the United Kingdom, with the Information Commissioner's Office (ico.org.uk).

9. Customers in the United States

Depending on your state of residence, you may have the right to know which personal information we collect, to request access to or deletion of it, to correct it, and to opt out of targeted advertising. We do not sell personal information for money. You can opt out of advertising cookies through our cookie banner or by enabling a Global Privacy Control signal in your browser. To make a request, email info@marlow-grey.com. We will not treat you differently for exercising your rights.

10. Security

We take appropriate technical and organisational measures to protect your data. Our store runs on Shopify, which is certified to PCI DSS Level 1 for payment processing, and all data is transferred over an encrypted (SSL/TLS) connection.

11. Children

Our store is intended for adults. We do not knowingly collect personal data from children under 16. If you believe a child has provided us with personal data, please contact us and we will delete it.

12. Changes to This Policy

We may update this Privacy Policy from time to time. The latest version is always available on this page, with the date of the last update at the top.

Business Information

Company Name: Marlow-Grey
Company Number: 61374859206

Company Address: Gerard Ter Borchhage 1, 3437 KK Nieuwegein, Netherlands
Warehouse Address: 457 Redruth Cl, Northampton NN4 8PL, United Kingdom

Email: info@marlow-grey.com
Customer service hours:
Monday to Friday, 08:00 to 17:00 (CET/CEST)