Privacy policy

Overview

Elm & Ember Candles operates this store and website, including its content, features, products and services (the “Services”). This Privacy Policy describes how we collect, use and disclose your personal information when you visit, use or make a purchase through the Services, or otherwise communicate with us.

Please read this Privacy Policy carefully. By using the Services, you acknowledge that you have read and understood the practices described here.

Personal information we collect

Personal information is information that identifies or can reasonably be linked to you. What we collect depends on how you use the Services.

When you place an order, we collect your name, email address, shipping address, items ordered, payment and transaction details, and any gift note. Our payment provider, Square, handles your card details; Elm & Ember does not receive or store your full card number.

When you buy from us in person, such as at a market, our payment provider Square records the sale. If you give us your name or email address there, for a receipt or to join the Ember Circle, we keep them with that purchase in Square.

If you contact us or request a custom candle, we collect the details you send, including any design files you attach. If you join the Ember Circle, request a candle or festival reminder, or leave a review, we collect the information you provide for that purpose. Approved reviews show the display name, rating and review text you submitted.

When you visit the website, we and our service providers may receive technical information such as your IP address, browser, device and the pages you visit. We use a shortened hash of your IP address to limit repeated form submissions; the rate-limit database does not store the raw address.

How we use your personal information

We use your information to process payments and orders, ship purchases, send order and shipping updates, handle returns and refunds, answer inquiries, manage reviews and send reminders you request.

After a purchase, we may send you one email asking how you are enjoying your candle and inviting you to leave a review: about a week after an online order ships, or about a week after an in-person purchase where you gave us your email address. You can opt out of these using the link in the email.

If you subscribe to the Ember Circle, online or by choosing to receive emails at a market, we use your email address to send a welcome email and the newsletter. You can unsubscribe using the link in any marketing email. Unsubscribing does not stop essential messages about an order or a request you made.

We also use information to maintain and improve the website, protect it from abuse, provide customer support, comply with applicable law and respond to valid legal requests.

How we disclose personal information

We share information with service providers as needed to run the shop, including Square for payments and order management, Resend for email, Vercel for website hosting, Neon for the shop database, and shipping providers for delivery. These providers may process information outside Canada.

We may also disclose information when you ask us to, when required by law, in connection with a business transaction, or to protect our rights and the rights of others. We do not sell your personal information.

Cookies and analytics

The website uses browser storage to remember your cart and whether you dismissed an announcement. Google Analytics is loaded on the live website to help us understand visits and how people use the shop. Google may use cookies and receive device and usage information when it runs.

You can manage or block cookies through your browser settings. Blocking them may affect some website features. We do not use session-recording software on this store.

Third-party websites and links

The Services may link to websites or platforms run by others. If you follow those links, please review their privacy and security practices. We are not responsible for the practices of websites we do not control.

Children’s data

The Services are not intended for children, and we do not knowingly collect personal information from children under the age of majority in their jurisdiction.

Security and retention

We take steps to protect personal information, but no system or way of sending information online is perfectly secure. Please do not send sensitive information through an unsecured channel.

We keep personal information for as long as needed to provide the Services, meet legal and accounting obligations, resolve disputes and enforce our policies. The period depends on the type of information and why it was collected.

Your rights and choices

Depending on where you live, you may be able to request access to, correction of, or deletion of personal information we hold about you, or ask for a copy. Contact us using the address below to make a request.

You can opt out of marketing emails at any time using the unsubscribe link in an email. We may still send non-promotional messages about your orders or requests. We will not discriminate against you for exercising your privacy rights.

Changes to this Privacy Policy

We may update this Privacy Policy to reflect changes to our practices or for operational, legal or regulatory reasons. We will post the revised policy here and update the “Last updated” date.

Contact

If you have questions about our privacy practices or want to make a privacy request, email us at info@elmandember.ca.