Privacy Policy

MY GLASSES SHOP LIMITED
Trading as My Glasses Shop

Last updated: 11 November 2026

1. Introduction

Welcome to My Glasses Shop.

Your privacy is important to us. We are committed to protecting your personal information and handling it responsibly, securely and transparently.

This Privacy Policy explains how we collect, use, store, protect and share personal information when you:

• Visit our website at www.myglassesshop.co.uk.

• Contact us by telephone, email or website enquiry form.

• Request or book an in-store appointment.

• Visit our shop for dispensing advice or eyewear services.

• Purchase prescription glasses, lenses, frames or other products.

• Use our reglazing, repair, fitting or aftercare services.

• Purchase merchandise or gift cards through our website.

• Communicate with us through social media or other channels.

We process personal information in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, the Privacy and Electronic Communications Regulations (PECR) and other applicable UK legislation.

2. Who We Are

Registered company: MY GLASSES SHOP LIMITED

Trading name: My Glasses Shop

Company registration number: 14315278

Registered office and trading address:

My Glasses Shop
10 Tithebarn Street
Poulton-le-Fylde
Lancashire
FY6 7BX
United Kingdom

Email: help@myglassesshop.co.uk

Telephone: 01253 891705

Website: https://www.myglassesshop.co.uk

MY GLASSES SHOP LIMITED is the data controller responsible for determining how and why personal information is processed in connection with our business.

For privacy-related enquiries, requests to access information or concerns about how your information is handled, please contact us using the details above.

3. Personal Information We Collect

We collect information that is reasonably necessary to provide our products, services and customer support.

Depending on your interaction with us, this may include:

3.1 Personal and Contact Information

• Full name.

• Email address.

• Telephone number.

• Postal, billing and delivery addresses.

• Contact preferences.

• Relevant correspondence and enquiry details.

3.2 Appointment Information

When requesting an appointment through our website, we may collect:

• Your name and contact details.

• Your preferred appointment date and time.

• Your reason for visiting.

• Information voluntarily entered into the appointment enquiry.

• Records of appointment confirmations, amendments and cancellations.

Our appointments are for prescription eyewear consultations, dispensing assistance, reglazing enquiries and related services.

We do not provide eye examinations or eye tests through our website appointment-booking service.

Customers are asked to bring their latest optical prescription when attending a dispensing consultation.

Please avoid submitting unnecessary medical information through our online forms.

3.3 Optical Prescription and Dispensing Information

Where necessary to provide our optical services, we may collect:

• Optical prescriptions supplied by customers or prescribing opticians.

• Lens prescriptions and relevant measurements.

• Pupillary distance and fitting measurements.

• Frame and lens selection details.

• Reglazing and dispensing requirements.

• Relevant optical requirements or information you choose to disclose.

• Order, fitting and aftercare records.

Some of this information may constitute health-related personal data and therefore receive additional protection under UK GDPR.

3.4 Purchase and Transaction Information

When you purchase goods or services, we may process:

• Products and services purchased.

• Transaction dates and amounts.

• Billing and delivery details.

• Payment confirmation and transaction references.

• Refund, exchange and warranty information.

• Records required for accounting and legal compliance.

Where payments are processed through third-party payment providers, those providers may handle payment card information securely in accordance with their own privacy practices.

We do not require customers to send payment card information through general enquiry or appointment forms.

3.5 Website and Technical Information

When you access our website, certain technical information may be collected automatically, including:

• IP address.

• Browser type and version.

• Device type and operating system.

• Pages viewed and website interactions.

• Referring websites.

• Approximate geographic information derived from IP addresses.

• Cookie preferences and relevant technical identifiers.

This information helps us operate, secure, maintain and improve our website.

3.6 Communications

We may retain information contained in emails, telephone enquiries, messages, complaints, feedback or other correspondence with our business.

4. How We Obtain Your Information

We may obtain personal information:

• Directly from you when you contact or visit us.

• Through website contact or appointment forms.

• When you purchase products or services.

• Through correspondence, telephone calls or social media interactions.

• From your prescribing optician, where clarification is required and disclosure is appropriately authorised.

• From optical laboratories, suppliers or service providers involved in fulfilling your order.

• Automatically through website technologies, subject to applicable privacy and cookie requirements.

We do not purchase customer medical records or obtain prescriptions from unrelated third parties for marketing purposes.

5. Why We Use Your Information and Our Legal Bases

We process personal information only where there is an appropriate legal basis under Article 6 of UK GDPR.

Providing Products and Services

We use relevant personal information to:

• Arrange appointments.

• Respond to requests for optical services.

• Process purchases.

• Provide glasses, frames and lenses.

• Arrange reglazing, repairs and adjustments.

• Communicate about orders and services.

• Deliver products and administer refunds where applicable.

Legal basis: Performance of a contract or taking steps at your request before entering into a contract, under Article 6(1)(b).

Customer Enquiries and Support

We use information to respond to enquiries, provide assistance, resolve complaints and maintain customer relationships.

Legal basis: Legitimate interests under Article 6(1)(f), or contract under Article 6(1)(b), depending on the circumstances.

Our legitimate interests include providing effective customer service and responding to requests concerning our business.

Legal and Accounting Obligations

We retain and process information where required for accounting, tax compliance, statutory obligations and other legal requirements.

Legal basis: Article 6(1)(c), compliance with a legal obligation.

Website Security and Business Administration

We use necessary technical information to protect our website, prevent misuse, investigate security incidents and administer our business.

Legal basis: Article 6(1)(f), legitimate interests, or Article 6(1)(c), where a specific legal obligation applies.

Our legitimate interests include maintaining secure systems, protecting our business and preventing fraud.

Marketing

Where we send optional marketing communications that require consent, we rely on your consent under Article 6(1)(a), alongside the applicable PECR requirements.

Where another lawful basis or electronic marketing exemption applies, we will only use it where the relevant legal requirements are satisfied.

Optional Cookies and Tracking

Where consent is legally required for cookies or similar technologies, we rely on your consent and do not use those technologies unless the required permission has been obtained.

6. Optical Prescriptions and Sensitive Health Information

Certain optical prescriptions, measurements and dispensing records may constitute special category personal data under Article 9 of UK GDPR.

We recognise the additional responsibilities involved in processing health-related information.

We process this information only where necessary and where both an Article 6 lawful basis and an Article 9 condition apply.

For optical care and dispensing carried out by, or under the responsibility of, an appropriately regulated professional subject to confidentiality obligations, we may rely on Article 9(2)(h), together with the applicable requirements of the Data Protection Act 2018.

Where that condition does not apply, we will identify an alternative valid Article 9 condition before processing special category information. Where explicit consent is the appropriate condition, we will obtain it before processing.

Health-related information is handled with additional care and is made accessible only to authorised persons who have a legitimate need to use it.

We do not sell optical prescription information or use health-related information for unrelated advertising.

7. Appointment Bookings and Enquiries

Our website allows customers to request appointments for dispensing consultations and other optical services.

When you submit a booking request, we use the information provided to:

• Review your enquiry.

• Check the requested appointment details.

• Confirm or rearrange your visit.

• Prepare for your consultation where appropriate.

• Contact you about your appointment.

Submitting an appointment request does not constitute consent to receive unrelated marketing communications.

Appointment information may be received or managed through our website platform and associated business email or booking systems.

Please bring your latest prescription to your appointment rather than submitting unnecessary sensitive information through the booking form.

8. Sharing Your Personal Information

We do not sell personal information to third parties.

We may share relevant information with carefully selected providers where reasonably necessary, including:

Optical laboratories and suppliers: To prepare prescription lenses, frames and associated optical products.

Prescribing opticians: Where prescription clarification is necessary and appropriately authorised.

Website providers: To operate and maintain our website and online services.

Payment processors: To securely process transactions and refunds.

Delivery providers: To fulfil applicable online merchandise and gift-card orders.

IT and communications providers: To manage our systems, email correspondence and customer communications.

Professional advisers: Including accountants, insurers and legal advisers where necessary.

Public authorities and regulators: Where disclosure is legally required or otherwise permitted by law.

We take appropriate steps to ensure that service providers protect personal information, use it only for authorised purposes and provide appropriate contractual safeguards.

9. Shopify and Online Purchases

Our website is powered by Shopify.

Shopify provides technology supporting website hosting, online shopping, checkout functionality and related ecommerce services.

Our website primarily showcases prescription eyewear and dispensing services available through our physical shop.

We may also offer merchandise, gift cards and other eligible products for online purchase.

When making an online purchase, personal information may be processed by Shopify and relevant payment or fulfilment providers.

Shopify's privacy information is available at:

https://www.shopify.com/legal/privacy

Where Shopify acts on our behalf, our responsibilities as data controller remain applicable.

10. Cookies and Website Technologies

Our website may use cookies and similar technologies.

Cookies are small files stored on your device that help websites function, remember preferences and, where enabled, measure usage.

These may include:

Strictly necessary cookies: Required for essential website functions, security, shopping baskets, checkout and appropriate consent management.

Functional cookies: Used to remember optional settings and preferences.

Analytics cookies: Where enabled, used to understand website usage and improve performance.

Advertising cookies: Where enabled, used to support advertising measurement or relevant advertising activities.

Optional cookies and tracking technologies are subject to applicable consent requirements.

Where consent is required, you will be given an appropriate choice before those technologies are activated.

You can change your choices through the website's available cookie preference controls or relevant browser settings.

Blocking certain necessary technologies may affect website functionality.

Our website may include links or embedded services provided by other organisations, such as maps or social media platforms. Those providers may process information in accordance with their own privacy policies.

11. International Data Transfers

Some of our technology and service providers, including Shopify, operate internationally.

This means that certain personal information may be accessed, stored or processed outside the United Kingdom.

Where restricted international transfers occur, we ensure that an appropriate legal transfer mechanism applies.

Depending on the destination and circumstances, this may include:

• UK adequacy regulations.

• The UK International Data Transfer Agreement.

• The UK Addendum to approved standard contractual clauses.

• Other permitted safeguards under applicable data protection law.

Where required, appropriate transfer risk assessments and supplementary safeguards will be considered.

You can contact us for further information about applicable safeguards or how to obtain relevant details.

12. How Long We Keep Your Information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected.

Retention periods are determined by the nature of the information, the services provided, applicable legal and professional record-keeping requirements and the need to resolve disputes or establish legal claims.

This includes:

General enquiries: Retained for as long as reasonably necessary to respond, manage any resulting services and address related issues.

Appointment records: Retained for appointment administration and, where relevant, linked to customer dispensing or service records.

Prescription and dispensing records: Retained according to applicable professional record-keeping obligations, the customer's age and the nature of the service.

Purchase and financial records: Retained for applicable tax, accounting and business record-keeping periods.

Complaint and dispute records: Retained for as long as reasonably necessary to resolve the matter and address related legal obligations or claims.

Marketing preferences: Retained while applicable permissions remain valid, with necessary suppression records maintained where appropriate to respect opt-outs.

Website technical records: Retained according to operational, security and service-provider requirements.

Where children receive services, different professional retention requirements may apply.

Once information is no longer required, we securely delete, anonymise or otherwise dispose of it in accordance with applicable requirements.

13. How We Protect Your Information

We take reasonable technical and organisational measures to protect personal information against:

• Unauthorised access.

• Accidental loss or destruction.

• Unlawful disclosure.

• Misuse or alteration.

• Inappropriate access to sensitive information.

These measures may include access controls, password protection, appropriate system security, confidentiality procedures and secure service providers.

We restrict access to personal information according to legitimate business requirements.

No online transmission or storage system can be guaranteed completely secure, but we work to reduce risks and respond appropriately to identified security concerns.

14. Your Rights Under UK GDPR

Subject to applicable legal conditions and exemptions, you have the right to:

Right to be informed: Receive clear information about how your personal information is collected and used.

Right of access: Request a copy of the personal information we hold about you.

Right to rectification: Request correction of inaccurate or incomplete personal information.

Right to erasure: Request deletion of personal information in circumstances where the law provides this right.

Right to restrict processing: Ask us to limit certain uses of your personal information.

Right to data portability: Receive eligible information in a structured, commonly used, machine-readable format, where applicable.

Right to object: Object to processing based on legitimate interests or certain other grounds.

Rights relating to automated decision-making: Receive applicable protections where decisions with legal or similarly significant effects are made solely through automated processing.

Some rights are subject to exceptions, including where we must retain information for legal or professional reasons.

Right to Object to Direct Marketing

You have the right to object to the processing of your personal information for direct marketing at any time.

If you object, we will stop using your information for that purpose.

Exercising Your Rights

To exercise your rights, please contact:

help@myglassesshop.co.uk

We may request reasonable information to verify your identity before disclosing personal records.

We will respond without undue delay and normally within one calendar month, subject to applicable provisions allowing an extension.

We do not ordinarily charge a fee for exercising your rights, although the law permits charges or refusal in certain limited circumstances.

15. Consent and Withdrawal

Where we rely on consent, you may withdraw it at any time.

You can do this by contacting us at:

help@myglassesshop.co.uk

Where applicable, you may also unsubscribe from marketing emails or change your website cookie preferences.

Withdrawing consent does not affect the lawfulness of processing undertaken before withdrawal.

It also does not automatically require deletion of information that must be retained under another lawful basis.

16. Marketing Communications

We may contact customers about products, services, offers or business updates where permitted by applicable UK data protection and electronic marketing laws.

Where consent is required, we will obtain it before sending marketing communications.

Marketing preferences are kept separate from essential customer communications.

You may opt out of marketing at any time.

We will not interpret an appointment request, optical consultation or general enquiry as automatic permission to send unrelated promotional messages.

We may continue to send necessary communications about your appointment, purchase or service, even if you have opted out of marketing.

17. Children's Personal Information

We may provide dispensing services to children where appropriate.

Where we process a child's personal information, we take account of their age, understanding, applicable professional requirements and the involvement of a parent or person with parental responsibility.

We collect only information reasonably necessary to provide the relevant service and comply with applicable obligations.

Children's health and prescription information is handled with particular care.

Where requests are made on a child's behalf, we will consider the child's confidentiality and data protection rights as well as the legal authority of the person making the request.

18. Providing Personal Information

You are not generally legally required to provide personal information simply to browse our website.

However, certain information is necessary to respond to an enquiry, arrange an appointment, fulfil a purchase or provide optical dispensing services.

For example, a valid prescription and appropriate measurements may be required before certain prescription lenses can be supplied.

If essential information is not provided, we may be unable to fulfil the requested service.

Where information is required for a particular legal or contractual reason, we will explain this when appropriate.

19. Automated Decision-Making and Profiling

We do not use automated decision-making to make clinical or optical dispensing decisions that produce legal or similarly significant effects on customers without appropriate human involvement.

Certain website providers may use automated technologies for website security, fraud prevention or service functionality.

Where any automated processing is subject to additional legal disclosure requirements, we will provide the relevant information.

20. External Websites and Social Media

Our website may contain links to third-party websites and platforms, including social media, map services and external content providers.

We are not responsible for the privacy practices of independent third-party websites.

We recommend reviewing their privacy policies before submitting information.

Where you interact with our social media pages, the relevant platform may independently process information according to its own policies.

21. Personal Data Breaches

We take information security seriously.

If a personal data breach occurs, we will investigate the circumstances, take appropriate remedial action and assess our obligations under UK GDPR.

Where legally required, we will notify the Information Commissioner's Office and affected individuals within the applicable timescales.

22. Complaints and the Information Commissioner's Office

If you have concerns about how your personal information has been handled, please contact us first so we can investigate.

My Glasses Shop

Email: help@myglassesshop.co.uk

Telephone: 01253 891705

Address: 10 Tithebarn Street, Poulton-le-Fylde, Lancashire, FY6 7BX

You also have the right to complain to the Information Commissioner's Office (ICO), the UK's independent data protection regulator.

Information Commissioner's Office

Website: https://ico.org.uk

Make a complaint: https://ico.org.uk/make-a-complaint/

You do not have to contact us before exercising your right to complain to the ICO.

23. Changes to This Privacy Policy

We may update this Privacy Policy to reflect changes in our services, technology, business operations or legal requirements.

Where changes materially affect how we process personal information, we will provide appropriate information to affected individuals where required.

The most current version will be published on our website with the date of the latest update.

We encourage visitors to review this page periodically.

24. Contact Information

For any questions about this Privacy Policy, how your personal information is handled or your rights under UK GDPR, please contact:

MY GLASSES SHOP LIMITED
Trading as My Glasses Shop
Company Number: 14315278

10 Tithebarn Street
Poulton-le-Fylde
Lancashire
FY6 7BX
United Kingdom

Telephone: 01253 891705
Email: help@myglassesshop.co.uk
Website: https://www.myglassesshop.co.uk

Last updated: 11 November 2026

© 2026 MY GLASSES SHOP LIMITED. All rights reserved.