Privacy policy

Last updated 16 September 2026

This privacy policy explains how Veermode Ltd, trading as Chanara, collects and uses personal information when you visit our website, contact us, place an order, request a quotation, interact with our social media or otherwise deal with us.

Who controls your information

Veermode Ltd is the controller of the personal information described in this policy. Chanara is a trading brand of Veermode Ltd. Our contact details are 21 Upminster Road South, Rainham, RM13 9YS, United Kingdom and customercare@chanara.co.uk.

Information we collect

Identity and contact details, such as your name, billing and delivery address, email address and telephone number.

Order and transaction details, including products, personalisation instructions, quotations, invoices, delivery status, refunds and customer service messages.

Payment-related details processed through Shopify and payment providers. We do not normally receive or store your full card number.

Content you supply for personalisation, such as names, messages, photographs, logos, artwork and event or corporate information.

Technical and usage information, such as IP address, device, browser, cookie identifiers, pages viewed and website interactions.

Marketing preferences, competition entries, reviews, social media interactions and information you choose to send us.

Please avoid supplying sensitive personal information in custom artwork unless it is necessary and we have agreed how it will be handled. If you submit information about another person, you should have authority to do so and make them aware of this policy where appropriate.

How and why we use information

Item

Website copy

Orders and quotations

To respond to enquiries, prepare proofs, take payment, make and deliver products, and manage returns. We generally rely on performance of a contract or steps requested before a contract.

Legal and accounting

To keep tax, transaction and compliance records, prevent fraud and respond to lawful requests. We rely on legal obligations and, where appropriate, legitimate interests.

Customer service

To answer questions, resolve complaints, improve service and maintain records. We rely on contract and legitimate interests.

Website operation

To provide checkout, security, fraud prevention, analytics and site functionality. We rely on contract, legitimate interests, consent or legal obligations depending on the activity and cookie type.

Marketing

To send offers and news where you have consented or where the law permits marketing to existing customers. You can opt out at any time.

Personalised content

To create the product you requested. The usual basis is contract. If content contains special category data, we will assess whether an additional legal condition is required.

Who receives information

We share information only where needed with service providers that help us operate, including Shopify, payment processors, delivery carriers, email and marketing providers, website analytics services, IT and cloud storage providers, professional advisers, print or fulfilment partners and fraud-prevention services. These organisations may act as processors or separate controllers depending on the service.

We may also disclose information where required by law, to protect legal rights, in connection with a business sale or restructuring, or with your permission. We do not sell personal information for money.

International transfers

Some suppliers, including ecommerce, cloud, payment, analytics or social media providers, may process information outside the United Kingdom. Where UK data protection law requires safeguards, we use or rely on an adequacy regulation, approved contractual protections or another lawful transfer mechanism. Provider-specific information should be checked against the services enabled in the Shopify store.

How long we keep information

We keep information only for as long as needed for the purpose collected, including order fulfilment, customer service, warranty issues, legal claims, tax and accounting obligations, fraud prevention and consent records. Retention periods vary by record type. Custom artwork and photographs should be deleted or securely archived when they are no longer needed for production, reorder support, dispute handling or another documented purpose.

Cookies and similar technologies

Our website may use essential cookies for security, basket and checkout functions, and optional cookies for preferences, analytics and advertising. Where consent is required, optional cookies should not be set until you choose to accept them. You can adjust available choices through the cookie banner or browser settings. A separate Cookie Policy or Shopify cookie settings page should list the current cookies and providers actually used.

Marketing

We may send marketing emails or electronic messages where you have consented or where the law permits us to contact an existing customer about similar products and we offered an opt-out. You can unsubscribe using the link in a message or by emailing customercare@chanara.co.uk. Opting out of marketing does not stop service messages about an order.

Your rights

Depending on the circumstances, you may have rights to access, correct, erase or restrict your personal information; object to certain use; receive portable information; withdraw consent; and complain about how information is used. These rights are not absolute and legal exceptions may apply.

To exercise a right, email customercare@chanara.co.uk. We may ask for information needed to verify your identity. You may also complain to the Information Commissioner's Office at ico.org.uk, although we would welcome the opportunity to address your concern first.

Security and children

We use reasonable organisational and technical measures to protect personal information. No online system is completely secure, so customers should avoid sending payment card details or unnecessary sensitive information by ordinary email or social media message.

Our website is not directed to children. A parent, guardian or responsible adult should place orders involving a child's information or photograph and should have authority to supply it.

Changes to this policy

We may update this policy when our services, suppliers or legal obligations change. The current version and update date will be published on this page. Material changes will be brought to your attention where required.