Privacy policy

Last updated: 23 October 2026

The Eleventh Lab operates theeleventhlab.com from Spain. This notice explains how we use personal information when you browse our shop, place an order or contact us. For privacy enquiries and requests, email info@theeleventhlab.com.

Information we collect

Contact and delivery details: your name, email address, delivery and billing addresses, and telephone number where provided.
Order and transaction details: the products and styles you choose, quantities, payments, refunds and delivery information. Payment providers process your payment details; we do not store full payment card numbers.
Messages: information you choose to send when asking about a product, delivery, return or other enquiry.
Technical and browsing information: your IP address, browser and device information, pages visited, interactions with the shop, and cookie or consent preferences where collected.

We receive information directly from you and from Shopify, payment providers, fulfilment partners and delivery services when they provide order, payment, security or tracking updates. Details needed to process and deliver an order are necessary to fulfil your purchase; without them we may be unable to accept or deliver it. Marketing consent is optional.

How and why we use information

Processing purchases, delivery, returns and order enquiries: to perform our contract with you or take steps at your request before a purchase.
Accounting, tax records and other legal duties: to comply with applicable legal obligations.
Security, fraud prevention, handling general enquiries and resolving disputes: our legitimate interests in operating a secure shop, supporting customers and protecting our business. We consider these interests alongside your rights.
Marketing communications and consent-based tracking: your consent where required. You can withdraw it at any time without affecting earlier lawful processing.

Who receives information

We share relevant information with service providers and other recipients as needed for the purposes above:

Shopify: to host and operate the shop and checkout. Shopify also processes some information for its own purposes, as described in its Consumer Privacy Policy.
Payment and finance providers: to process a payment, handle fraud checks or provide a payment option you select, such as PayPal or Klarna. Their own privacy notices apply to their independent processing.
Fulfilment suppliers and carriers: to prepare, dispatch and deliver orders, including suppliers in China where our products are prepared.
Professional advisers, authorities and other parties: where necessary for legal obligations, a legal claim or protecting rights.
Marketing or measurement providers: where such services are used, subject to the consent and choices required by applicable law.

International processing

We operate from Spain. Shopify and other providers may process information in other countries, and delivery details may be shared with fulfilment suppliers in China. Data protection rules can differ between countries.

Shopify's international processing is governed by its Data Processing Addendum, including the additional terms for UK and European data in Appendix C. Those terms provide for adequacy decisions or contractual safeguards where required. For transfers to other service providers, you can ask us for information about the recipient, destination and safeguards relevant to your data.

Cookies and your choices

Cookies and similar technologies help operate the shop, remember your basket and support security. Technologies used for advertising require consent where the law requires it. Optional analytics and other tracking are subject to the applicable privacy choices.

You can use your browser settings to manage or delete cookies; blocking necessary cookies may affect the basket or checkout. Where a cookie preference control is displayed by the shop, use it to review or change your choices. For help with privacy choices, contact info@theeleventhlab.com. Continuing to browse is not treated as consent to optional advertising cookies.

How long we keep information

We keep information for as long as needed for the purpose for which it was collected. Order and payment records may need to be retained after delivery for tax, accounting, returns and legal claims. Enquiry records are kept for as long as needed to resolve the enquiry and related issues. Marketing preferences are kept while relevant, including a record of an opt-out so we can respect it. Applicable legal duties, dispute periods and the nature of the information determine the retention period.

Your rights

Depending on the circumstances, you may request access to your information, correction, erasure, restriction or a portable copy. You may withdraw consent at any time.

You can object to direct marketing at any time. Use the unsubscribe link in a marketing message, where provided, or email info@theeleventhlab.com. You may also object to processing based on legitimate interests; we will consider your request in accordance with the law.

To make a request, contact info@theeleventhlab.com. We may ask for proportionate information to verify your identity; please do not send identity documents unless we ask for them. We normally respond within one month, subject to any lawful extension.

You can complain to the UK's Information Commissioner's Office (ICO). As we operate from Spain, you can also contact the Agencia Española de Protección de Datos (AEPD). You do not have to contact us first to exercise your right to complain.

Security and updates

We use reasonable technical and organisational measures to protect information. Please avoid sending card details or unnecessary sensitive information by email. We update this notice when our practices or legal requirements change, and show the latest revision date above.