Privacy Policy
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This Privacy Policy explains what personal information Thread Well collects when you visit threadwell.shop or order an embroidered piece from us, why we need it, who sees it, how long we keep it and what you can ask us to do with it. Thread Well is an online shop for embroidered crewnecks, hoodies, quarter-zips, tees and caps, located at 7660 W Windrush Lane, Franklin, WI 53132, US. Because almost everything we sell is personalised from your own words, some of the information you give us is unusually personal: a child’s name on a sleeve, a wedding year on a cuff, a pet’s name under a paw print. We treat those words with the same care we give the thread. If you have any question about your privacy, write to support@threadwell.shop.
Your privacy, in a few lines
- We collect only what we need to take your order, stitch your letters correctly, deliver the parcel and answer your questions.
- The names, initials, dates and notes you type in the Order notes box are used to embroider your order and for nothing else.
- Any photo you send us by email is deleted 30 days after your order is delivered.
- We do not sell or rent your personal information, and we do not run social media pixels.
- Payments are handled by the payment provider shown at checkout; we never see or store a full card number.
- You can ask to see, correct or delete your information at any time by email.
1. The information we collect
1.1 What you give us when you order
To place an order you give us your name, email address, billing address and shipping address. If you choose to add a phone number at checkout, we keep it with the order so a carrier can reach you about a delivery; it is optional and we never use it for marketing. We also keep the details of what you bought: the product, the size, the garment colour, any thread colour or placement option you selected, the price and the date.
1.2 What you write in Order notes
Thread Well does not use a personalisation app or upload form. Instead, the checkout has an Order notes box, and that is where you type the initials for a monogram, the surname for a bridal crewneck, your children’s names for a mama sleeve, a class year for a senior quarter-zip, or the thread colour you want. Those notes often contain other people’s names, and sometimes dates that matter to a family. We read them to embroider your order exactly as written, we keep them with the order record so we can answer questions about what was stitched, and we do not use them for any other purpose. Please only include what you want stitched or what we need to know to stitch it — there is no need to add birthdays, addresses or other details that are not part of the design.
1.3 Photos and attachments you email us
Most orders need no images at all. Occasionally a customer replies to the order confirmation email with a picture — a sketch of where an initial should sit, a photo of a handwritten name, or a picture of a parcel or a loose stitch after delivery. We use such images only for that order or that support request, and customer photos are deleted 30 days after the order is delivered. If a photo is part of an open support conversation at that point, we delete it once the conversation is closed.
1.4 What you tell us when you contact support
When you email us, we keep your message, your email address and our reply, together with the order number if you give one. This lets us pick up where we left off if you write again about the same sweatshirt.
1.5 Information collected automatically
When you browse threadwell.shop, our web server and our caching and security services record technical details such as your IP address, browser type, device type, the pages you request and the time of the request. This is standard for any website and is used to deliver pages, keep the site fast and protect it from abuse. Your cart and checkout rely on small cookies described in section 4.
1.6 Information from other companies
The payment provider that processes your payment tells us whether it succeeded and may share limited details, such as the payment type or the last digits of a card, but never the full card number or security code. Carriers that deliver your parcel may share delivery status updates.
2. How we use your information
| Information | What we use it for | What we never do with it |
|---|---|---|
| Name, email, addresses | Process the order, send the confirmation and shipping emails, deliver the parcel, handle returns and refunds | Sell it, rent it or hand it to advertisers |
| Order notes (initials, names, dates, thread colour) | Embroider your piece exactly as written; answer questions about that order | Use names or dates for marketing, profiles or any other order |
| Photos you email | Help with that order or that support request | Publish them or keep them longer than 30 days after delivery |
| Support messages | Answer your question and keep a record of what we agreed | Share them outside the service providers who host our email |
| Technical and cookie data | Run the cart and checkout, keep the site secure, fix errors | Track you across other websites |
We may also use order records to meet legal and accounting obligations and to prevent fraud, for example when an order is placed with details that do not match. If you agree to receive emails about new designs in the future, we will only send them with your permission and every message will include a way to stop them; at the moment Thread Well does not run a newsletter.
If you are in the European Economic Area or the United Kingdom, the legal bases we rely on are: performing our contract with you (taking, stitching and delivering your order, and handling returns), our legitimate interests (security, fraud prevention and improving the shop), legal obligations (keeping financial records) and your consent where it is required.
3. Who we share it with
We share personal information only with the companies that help us run the shop, and only the parts they need to do their job:
- Payment processing: the payment provider whose option you choose at checkout receives the details it needs to take the payment. The options available are shown at checkout.
- Production and delivery: the people and services that embroider and pack your piece see the product, size, colours and the text from your Order notes; the carrier sees your name and shipping address and, if you gave one, your phone number.
- Hosting, security and email: the companies that host threadwell.shop, protect and cache the site, and carry our email process data on our behalf.
We may disclose information when the law requires it, to protect our customers or our rights, or as part of a business transfer such as a sale of the shop, in which case this policy would continue to apply to your information. We do not sell or rent your personal information, and we do not share it for cross-context behavioural advertising.
4. Cookies and similar technologies
threadwell.shop uses essential cookies so your cart remembers the hoodie you added, the checkout keeps your details between steps and your account (if you create one) stays signed in. The site cannot work without them. We do not use advertising cookies or social media pixels. Our security and caching provider may set a cookie that helps it tell real visitors from automated traffic. You can block or delete cookies in your browser settings, but if you block essential cookies the cart and checkout will stop working.
5. How long we keep it
| Record | How long we keep it |
|---|---|
| Photos or images you email us | Deleted 30 days after the order is delivered (or when an open support request closes, if later) |
| Order records, including Order notes | As long as tax and accounting rules require, and while they are useful for returns, exchanges or questions about the order |
| Support emails | As long as they are useful for resolving your request and any follow-up |
| Store credit balance | Store credit never expires, so we keep the record linked to it until it is used or you ask us to close it |
| Server and security logs | A limited period needed for security and troubleshooting |
When information is no longer needed, we delete it or make it anonymous.
6. How we protect it
Every page of threadwell.shop is served over an encrypted HTTPS connection. Access to orders and Order notes is limited to the people who need it to stitch, pack and support your order. Payments are handled by the payment provider, so card numbers never pass through our order records. No system is perfectly secure, but we take reasonable steps to protect your information, and if a breach affected you we would tell you when the law requires it.
7. Your rights and choices
Depending on where you live, you may have the right to:
- see the personal information we hold about you and get a copy of it;
- correct it — for example a misspelt name in a shipping address;
- ask us to delete it, subject to records we must keep by law;
- object to or restrict certain uses, and withdraw consent you have given;
- opt out of any sale or sharing of personal information (we do neither).
To make a request, email support@threadwell.shop from the address you used for your order and tell us what you would like. We may ask a question to confirm it is really you before we act, and we reply within 24 hours on business days with the next step. We will never treat you differently for using these rights.
Asking us to remove names from an order record
If you ordered a sweatshirt with a child’s or grandchild’s name and would like the Order notes text removed from our records once the piece has arrived and you are happy with it, just ask. We will remove the text from the order notes and keep only what accounting rules require, such as the product, price and date.
8. Children
Thread Well sells to adults. Our shop is not directed to children under 13 (or under 16 where local law sets a higher age), and we do not knowingly collect their information from them. Parents and grandparents often type children’s names into Order notes for a mama or grandma design; we use those names only to stitch the order, as described above. If you believe a child has sent us personal information directly, contact us and we will delete it.
9. Visitors outside the United States
Thread Well ships from the USA to the United States, Canada, Australia and New Zealand. If you order from Canada, Australia or New Zealand, your information is processed in the United States and by our service providers, who may operate in other countries. Where the law requires safeguards for such transfers, we rely on the safeguards our providers offer.
10. Changes to this policy
We may update this policy when our practices or the law change — for example if we add a new payment option or start an email list. The date at the top shows the latest version. If a change is significant, we will put a notice on the site.
11. Contact and related pages
Email support@threadwell.shop with any privacy question or request, or write to Thread Well, 7660 W Windrush Lane, Franklin, WI 53132, US. We reply to email within 24 hours on business days. Related pages: Terms of Service, Payment Methods, Cancel or Change an Order and Contact Us.