Privacy Policy

• Account and contact details: your name, email address, phone number, sign-in details, account identifiers, preferences, and communication settings.
• Order and payment details: basket contents, order history, billing and delivery addresses, delivery method, payment status, fraud checks, invoices, refunds, reprints, and fulfilment records. Full card details are handled by our payment providers, not stored directly by Walty.
• Recipient and reminder details: names, addresses, relationships, occasions, dates, saved recipient profiles, gift preferences, and reminders you choose to store.
• Personalisation content: messages, names, photos, uploaded images, design choices, prompts, edits, generated outputs, saved designs, and print-ready production files.
• Support information: support requests, messages, attachments, order issue details, refund or replacement requests, ticket history, and any information needed to investigate and resolve your query.
• Reviews and feedback: ratings, review text, optional images, and the display name we use for reviews, such as first name and last initial.
• Marketing and analytics information: email, SMS, and direct mail preferences, message engagement, referral activity, campaign identifiers, ad interactions, and broad interest or audience information.
• Technical information: IP address, device and browser details, pages viewed, session events, cookies, similar technologies, security logs, and diagnostic information.

You may provide personal information about someone else, for example a recipient, family member, or person shown in a photo. Please only do this where you have permission, a family or personal reason that makes it appropriate, or another lawful basis to share it with us.

Please avoid sending us sensitive information unless it is genuinely needed for your order or support request. This includes health information, financial documents, government identifiers, or anything highly private.

• We may send prompts, messages, uploaded images, design data, and generated outputs to providers that help create, edit, enhance, moderate, or process personalised content.
• AI providers may run moderation or safety checks on content. Walty does not routinely review AI content, but our team may review content if needed for support, safety, legal, quality, fraud, or dispute reasons.
• We do not use your personal information to train Walty-owned AI models. Our providers process information under their service terms, contracts, moderation requirements, and security controls.
• AI-assisted outputs can be imperfect. You are responsible for checking personalised content before ordering, including names, dates, images, spelling, and the suitability of the final design.
• Please do not upload content that is unlawful, harmful, infringing, or that you do not have the right to use.

We may use necessary cookies for sign-in, checkout, security, basket, and site functionality. We may also use analytics, performance, ad measurement, and remarketing technologies to understand how people use Walty and to show relevant advertising to existing or potential customers.

You can control cookies through your browser settings. Some browser controls may affect how the site works. You can also opt out of marketing messages using the unsubscribe or stop instructions in those messages, or by contacting us.

• Marketing may be sent by email, SMS, and direct mail.
• We may tailor marketing using your orders, saved recipients, reminders, occasions, browsing activity, and preferences. For example, we may suggest that a saved recipient might like a card or gift.
• We do not intend to market directly to your recipients unless they become a Walty customer themselves, ask to hear from us, or otherwise have a direct relationship with us.
• You can opt out of marketing emails and SMS messages using the unsubscribe or stop instructions in each message. You can opt out of direct mail or other marketing by contacting us at privacy@walty.co.
• We may still send service messages, such as order confirmations, delivery updates, security alerts, support replies, or important account notices.

We may use automated rules or tools to route support requests, suggest replies, summarise ticket history, identify order issues, or process straightforward support actions requested by customers.

We do not rely on automation alone to reject support requests, deny refunds, or close disputes where that would have a significant effect on you. If you think something has been handled incorrectly, contact us and we will review it.

We will usually display reviews using your first name and last initial, rating, review text, and any image you choose to include. We may moderate reviews before or after publication to keep them relevant, lawful, and appropriate.

If you want a published review removed or anonymised, contact us. We may keep internal records where needed for fraud prevention, disputes, legal obligations, or service integrity.

• Authentication, account, and security providers.
• Payment processors, fraud prevention tools, banks, and billing providers.
• Print, production, fulfilment, delivery, postage, and logistics partners.
• Cloud hosting, storage, infrastructure, database, search, performance, and monitoring providers.
• Email, SMS, postal, address lookup, notification, and customer communication providers.
• Analytics, ad measurement, advertising, and remarketing partners.
• AI, image-processing, design, and content moderation providers.
• Support, logging, security, and operational tools.
• Professional advisers, insurers, auditors, regulators, law enforcement, courts, or other authorities where appropriate.
• Potential buyers, investors, or group companies if Walty or RBLL Ltd is involved in a business sale, merger, restructuring, investment, or similar transaction.

We do not sell personal information in the ordinary sense. We may use advertising and remarketing partners, which can involve sharing limited identifiers or event data so ads can be measured or shown to relevant audiences.

Some providers may process personal information outside the UK. Where required, we use appropriate safeguards such as adequacy regulations, approved contractual terms, or equivalent protections.

These measures may include access controls, encryption in transit, provider security controls, monitoring, backups, audit logs, and internal restrictions on who can access customer information.

No website or online service can be completely secure. Please use a strong password, keep your account details private, and contact us quickly if you think your account or order information has been compromised.

If you are under 18, you should use Walty with the involvement of a parent or guardian. Children under 13 should not create their own Walty account without a parent or guardian. We do not currently verify age at sign-up.

Adults may provide information about children, such as names, relationships, birthdays, photos, or delivery details, when creating personalised products. Please only provide this information where you have permission or a suitable family or personal reason to do so.

If you believe a child has provided personal information to Walty without appropriate involvement from a parent or guardian, contact us and we will review it.

• Access the personal information we hold about you.
• Ask us to correct incomplete or inaccurate information.
• Ask us to delete information, where we do not need to keep it.
• Ask us to restrict or object to certain processing.
• Ask for a copy of certain information in a portable format.
• Withdraw consent where we rely on consent.
• Object to direct marketing at any time.
• Ask for human review where a solely automated decision has a legal or similarly significant effect on you.

Walty does not currently offer self-service account deletion. To request deletion, access, correction, or another privacy right, contact us at privacy@walty.co.

We may need to verify your identity before responding. We may also need to keep some information after a deletion request, for example order, invoice, tax, fraud prevention, safety, dispute, or legal records.

You also have the right to complain to the UK Information Commissioner's Office. We would appreciate the chance to help first, but you can contact the ICO at ico.org.uk.

When we make changes, we will update the date at the top of this page. If a change is important, we may take extra steps to tell you, such as showing a notice on the website or sending a message.