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Privacy policy

Last updated: November 4, 2026

Introduction

Nantucket Looms LLC ("Nantucket Looms," "we," "us") respects your privacy. This policy explains what personal information we collect, how we use and share it, and the choices you have.

It applies to our online store at nantucketlooms.com: when you visit the site, shop online, chat with us on the site, or sign up for our emails (together, the "Services"). Nantucket Looms Interiors, our interior design studio, is part of Nantucket Looms. Its website, nantucketloomsinteriors.com, has its own privacy policy.

Our online store is hosted by Shopify. If this policy and our Terms of Service conflict on how we handle personal information, this policy controls.

Information We Collect

What we collect depends on how you use the Services.

  • Contact details: name, billing and shipping address, email address, and phone number.
  • Order and payment information: items purchased, returned or exchanged, order history, and payment confirmation. Card and Shop Pay payments are processed by Shopify, and PayPal payments by PayPal, under their own privacy policies. We do not store full card numbers.
  • Account information: login details, saved addresses, and preferences.
  • Shopping activity: products you view, add to your cart, or purchase.
  • Gift registry information: registrant and co-registrant names, event date, shipping address, and gift selections.
  • Subscription information: products, delivery schedule, and billing details for subscription orders.
  • Reviews: your name, rating, review text, and any photos you submit.
  • Communications: emails, chat messages, and custom order requests you send us through the website.
  • Device and usage information: IP address, browser and device type, approximate location based on IP address, pages viewed, clicks, scrolling, the site that referred you, and similar data.
  • Session recordings: how you move through our website, as described under Cookies and Similar Technologies.
  • Marketing information: your email preferences, back-in-stock alert sign-ups (your email address and the product you want), and whether you open our emails or click their links.

Apart from account sign-in details, which Shopify handles securely, we do not ask for sensitive information such as health, financial account, or government ID details. Please do not send it to us by chat or email.

Where it comes from. We collect information directly from you, automatically through the Services using cookies and similar technologies, from other customers (for example, when someone sends you a gift or adds you as a co-registrant on a gift registry), and from service providers that work for us. We may also receive information from advertising and social media partners, for example when you interact with our ads, and from carriers about the delivery status of your order.

Cookies and Similar Technologies

We and our partners use cookies, pixels, tags, and similar tools to run the store, understand how it is used, and show you our ads.

  • Shopify (store platform, cart, checkout, and consent banner): runs the store and remembers your cart and choices. Essential.
  • Google Analytics and Google Tag Manager (Google): measure visits and how the site is used. Analytics.
  • Hotjar session recordings and heatmaps (Hotjar, part of Contentsquare): show how visitors move through pages. Analytics.
  • Google Ads and Google Merchant Center (Google): measure our ads and show them on Google and YouTube. Advertising.
  • Meta Pixel (Meta): measures our ads and shows them on Facebook and Instagram. Advertising.
  • Pinterest Tag (Pinterest): measures our ads and shows them on Pinterest. Advertising.
  • Email sign-up forms and site activity (Klaviyo): shows our email sign-up forms and tracks site activity, such as products you view, to personalize our emails. Marketing.
  • Live chat (Formilla): lets you chat with our team and sets a visitor ID cookie. Functional (preferences).

When these tools run. In the European Economic Area, the United Kingdom, Canada, and certain U.S. states, we show a cookie banner. Shopify's essential tools always run. Our other tools load only after you accept: live chat with preferences, analytics tools with analytics, and advertising and email marketing tools with marketing. If you decline, our email sign-up forms and live chat do not appear, but you can still reach us by email or phone. Where we don't show a banner, these tools run when you visit, except as described under Global Privacy Control. You can also limit them with the options in Your Choices: your browser's cookie controls, the Google Analytics opt-out add-on, ad settings with Google, Meta, and Pinterest, and, in some states, the Your Privacy Choices opt-out.

Session recordings. Hotjar records mouse movements, clicks, scrolling, and the pages you visit so we can improve the site. By default it hides what you type into form fields, and it also hides email addresses and numbers shown on the page. On account, order, and contact pages, it hides all page content.

Live chat. Our chat is provided by Formilla. Where we show a cookie banner, chat appears only if you allow preferences cookies. Chat messages are recorded and stored by Formilla on our behalf so our team can reply and follow up. Please do not share payment card numbers or other sensitive details in chat.

Emails. Our marketing emails are sent through Klaviyo. They contain small images and tracked links that tell us whether you opened an email and which links you clicked. Turning off image loading in your email app limits open tracking, but clicks on links are still recorded.

How We Use Information

We use personal information to:

  • Fulfill orders and run the store: process payments, ship orders, handle returns and exchanges, manage accounts, subscriptions, and gift registries, and publish reviews.
  • Help you: answer questions by email and chat, and handle custom orders.
  • Improve the Services: understand how the site is used, fix problems, and improve design and product selection.
  • Market to you: send emails you signed up for and show our ads on other websites and social media, based on your activity on our site.
  • Keep things secure: prevent fraud, protect accounts, and secure the Services.
  • Meet legal obligations: comply with law, respond to lawful requests, and enforce our terms.

How We Share Information

We do not sell personal information for money. We share it in these ways:

  • Service providers that work on our behalf and may use it only to provide their services to us:
    • Shopify (store hosting, checkout, Shop Pay, and card payments) and PayPal (payments)
    • Shipping carriers and AfterShip (order tracking)
    • ReturnGo (returns and exchanges)
    • Appstle (subscriptions)
    • MyRegistry (gift registry)
    • Judge.me (product reviews)
    • Klaviyo (email marketing)
    • Formilla (live chat)
    • Google Analytics and Hotjar (site analytics)
    • SpurIT (back-in-stock alerts) and other website tools that power menus, product recommendations, free gift offers, shipping estimates, fonts, and error monitoring
  • Advertising partners: Google, Meta, and Pinterest receive information about your activity on our site to measure and show our ads. They also use it under their own privacy policies.
  • Publicly on the site: if you post a product review, your name as submitted, rating, review text, and photos are published on our website and may appear in search and shopping results, such as Google Shopping. If you create a gift registry, it is visible to people who search for it or have its link.
  • Shopify's enhanced features: to help protect and grow our business, we use Shopify features that combine information about your use of our store with information from other merchants and Shopify. For these features, Shopify is responsible for the processing, including requests about your rights. See the Shopify Consumer Privacy Policy and the Shopify Privacy Portal.
  • When you ask us to, for example to ship a gift to someone else.
  • For legal reasons and business transfers: to comply with law, respond to lawful requests, protect rights and safety, or as part of a merger, sale, or similar transaction.

Selling and sharing under state laws. Some U.S. state laws treat giving information to advertising partners for ads on other sites as "selling" or "sharing" personal information, or as "targeted advertising." To the extent our advertising does this, you can opt out through the Your Privacy Choices link where it appears, or by contacting us.

Your Choices

  • Cookie choices. Where we show a cookie banner, you can accept or decline preferences tools (such as live chat), analytics tools, and marketing tools, including advertising. To change your choice later, clear the cookies for nantucketlooms.com in your browser settings, and the banner will appear again on your next visit.
  • Your Privacy Choices. In U.S. states whose privacy laws give you this right, our footer shows a Your Privacy Choices link. Use it to opt out of the sale or sharing of your information for targeted advertising. If you don't see the link, you can make the same request by email or phone, as described under Your Privacy Rights.
  • Global Privacy Control. If your browser sends a Global Privacy Control signal, we treat it as a request to opt out of sale, sharing, and targeted advertising for that browser, where the law requires. Wherever you are, the signal also stops our email sign-up forms, site activity tracking (Klaviyo), and live chat (Formilla) from loading, even if you accept cookies. You can still reach us by email or phone. We do not respond to other "Do Not Track" signals.
  • Marketing emails. Use the unsubscribe link in any marketing email. We will still send messages about your orders and account.
  • Tool-level controls. You can also block or delete cookies in your browser settings, opt out of Google Analytics with the Google Analytics opt-out add-on, and manage ad settings with Google, Meta, and Pinterest.

Your Privacy Rights

Depending on where you live, you may have the right to:

  • Know and access the personal information we hold about you.
  • Delete personal information we hold about you.
  • Correct inaccurate personal information.
  • Get a copy of your information in a portable format.
  • Opt out of the sale or sharing of your information and of targeted advertising.
  • Not be treated differently for using these rights.

These rights have limits. For example, we may keep order records we need for tax purposes.

How to make a request. Email info@nantucketlooms.com or call +1 508-228-1908. We will ask for information to confirm your identity, such as your email address and a recent order number. We will respond within the time required by the law that applies to you.

Authorized agents. Someone you authorize may make a request for you. We will ask for proof of that authorization and may ask you to confirm your identity directly with us.

Appeals. If we deny your request, you can appeal by replying to our decision with "Appeal" in the subject line. We will respond within the time your state's law requires. If you disagree with our response, you may contact your state attorney general.

Visitors from the EEA and UK

Nantucket Looms is the controller of your personal information. We rely on these legal bases:

  • Contract: to process and deliver your orders, handle returns, exchanges, and custom order requests, and manage your account.
  • Consent: for live chat, email sign-up forms, analytics, advertising, and marketing cookies, and for marketing emails. You can withdraw consent at any time by clearing the cookies for our site, which brings back the cookie banner, or by using the unsubscribe link.
  • Legitimate interests: to secure the Services, prevent fraud, publish customer reviews, improve our store, and answer your questions, where those interests are not outweighed by your rights.
  • Legal obligation: to keep tax and accounting records and respond to lawful requests.

You also have the right to object to or restrict our processing, and to withdraw consent. You can complain to your local data protection authority.

We are based in the United States, so your information is transferred to and processed there. Where required, we rely on the European Commission's Standard Contractual Clauses, the UK equivalents, or a provider's certification under the EU-U.S. Data Privacy Framework.

Children, Security, and Retention

Children. The Services are not directed to children under 16, and we do not knowingly collect their personal information. If you believe a child has given us personal information, contact us and we will delete it.

Security. We use reasonable safeguards to protect personal information, and our checkout runs on Shopify's secure platform. No system is perfectly secure, so please do not send sensitive information by email or chat.

Retention. We keep personal information only as long as we need it for the purposes in this policy:

  • Orders and transactions: as long as tax and accounting rules require.
  • Account information: while your account is open.
  • Subscriptions: while the subscription is active, then as part of your order records.
  • Product reviews: while the review is published, or until you ask us to remove it.
  • Gift registries: until the registry is closed or deleted.
  • Email subscriptions and back-in-stock alerts: until you unsubscribe or the alert is sent. We keep a record of the unsubscribe so we don't email you again.
  • Google Analytics: event-level data for 2 months and user-level data for 14 months. Aggregated reports that don't identify you may be kept longer.
  • Hotjar session recordings and heatmaps: up to 365 days.
  • Chat messages and customer service emails: as long as needed to answer and follow up on your request.
  • Cookies and similar identifiers, such as the live chat visitor ID: until they expire or you clear them in your browser.

When we no longer need information, we delete it or make it anonymous.

Changes and Contact

Changes. We may update this policy from time to time. We will post the new version here and change the effective date at the top. If we make material changes, we will also post a notice on our website before they take effect and, where appropriate, email customers who have an account or have ordered from us.

Contact us with questions or to exercise your rights:

  • Email: info@nantucketlooms.com
  • Phone: +1 508-228-1908
  • Mail: Nantucket Looms, 51 Main Street, Nantucket, MA 02554, United States