Privacy Policy

Last updated: 2 November 2026

This policy explains what personal data we collect when you visit this site or place an order, why we hold it, how long we keep it, and the rights you have under the General Data Protection Regulation (EU) 2016/679 (GDPR) and German data protection law.

1. Who is responsible for your data

Linden & Loom GmbH, Venloer Straße 128, 50823 Cologne, Germany, is the controller for the processing described here. You can reach us at hello@lindenandloom.eu or by post at the address above.

2. What we collect

• Order and delivery details: name, billing and delivery address, email address, telephone number where you provide one, and the items and sizes you ordered.
• Payment information: payments are handled by our payment provider. We receive confirmation that a payment has been made and a transaction reference; we never receive or store your full card number.
• Correspondence: the content of emails and return requests, so that we can answer them and keep a record of the outcome.
• Technical data: IP address, browser type, the page requested and the time of the request, recorded in standard server logs for security and fault-finding.
• Your cookie choice and basket: two values held in your browser's local storage so that the notice does not reappear and your basket survives a page refresh. They stay in your browser and are not sent to us.

We run no analytics, advertising or social-media tracking on this site. There is no Facebook pixel, no advertising identifier and no cross-site profiling.

3. Why we process it, and on what legal basis

• To perform your order (Article 6(1)(b) GDPR): taking payment, packing and shipping, handling returns, exchanges and refunds, and answering questions about an order.
• To meet legal obligations (Article 6(1)(c) GDPR): keeping invoices and accounting records, and complying with consumer and tax law.
• For our legitimate interests (Article 6(1)(f) GDPR): keeping the site secure, preventing fraud and abuse, and defending legal claims. We have balanced these interests against your rights.
• With your consent (Article 6(1)(a) GDPR): only where we ask for it, for example if you subscribe to an occasional stock letter. You can withdraw consent at any time.

4. Cookies and local storage

This site sets no cookies for analytics or advertising. We use your browser's local storage for two purposes only: remembering whether you accepted or declined the cookie notice, and keeping the contents of your basket between pages. Neither value is transmitted to us. Both can be cleared at any time through your browser settings. Where a value is strictly necessary to provide a service you asked for, it does not require consent — but we ask about the notice anyway, and you may decline.

5. Who we share data with

We share only what is needed for a specific purpose:

• our hosting provider, which stores the site and server logs in the European Union;
• our payment provider, to process the payment method you chose;
• the carrier that delivers your parcel, with your name, address and, where the carrier requires it, your telephone number or email;
• our tax adviser and accountant, for bookkeeping purposes;
• courts or authorities, where we are legally required to provide information.

We do not sell personal data, and we do not share it for advertising.

6. Transfers outside the European Economic Area

Our hosting and payment services are provided within the EEA. If a provider ever needed to process data outside the EEA, we would only do so where the European Commission has adopted an adequacy decision, or where appropriate safeguards such as the standard contractual clauses are in place.

7. How long we keep it

• Order and invoice records: up to ten years, as required by German commercial and tax law.
• Correspondence about orders, sizing and returns: 24 months after the matter is closed.
• Server logs: 90 days, then deleted automatically.
• Cookie choice and basket: until you clear your browser storage.

8. Your rights

Under the GDPR you have the right to:

• be informed about the data we hold and receive a copy of it (access);
• have inaccurate data corrected (rectification);
• have your data deleted where there is no legal reason for us to keep it (erasure);
• restrict processing while a question about your data is being resolved;
• receive your data in a structured, machine-readable format, or have it sent to another controller (portability);
• object to processing based on our legitimate interests;
• withdraw any consent you have given, without affecting processing that took place before the withdrawal.

To exercise any of these rights, write to hello@lindenandloom.eu. We answer within one month and may ask for proof of identity where the request concerns an order, so that we do not disclose data to the wrong person.

You also have the right to lodge a complaint with a supervisory authority. The authority for us is the Landesbeauftragte für Datenschutz und Informationsfreiheit Nordrhein-Westfalen, Kavalleriestraße 2–4, 40213 Düsseldorf, Germany.

9. Security

The site is served over HTTPS. Access to order data is limited to the people who need it to pack, ship or answer questions about an order. We keep software up to date and review access rights regularly.

10. Children

Our shop is intended for adults. We do not knowingly collect data about children under 16. If you believe a child has sent us personal data, write to us and we will delete it.

11. Changes to this policy

If we change how we handle personal data, we will update this page and change the date at the top. Where the change is significant, we will also note it on the home page for a reasonable period.

12. Contact

Linden & Loom GmbH, Venloer Straße 128, 50823 Cologne, Germany · hello@lindenandloom.eu

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Return & Withdrawal Policy

Last updated: 2 November 2026

This policy applies to orders placed by consumers in the European Union. It sets out your statutory 14-day right of withdrawal, how to use it, what happens to your refund, and the separate legal guarantee you have if a garment is faulty. Nothing here reduces the rights you have under EU consumer law or German law.

1. Your 14-day right of withdrawal

You have the right to withdraw from the contract within 14 days without giving a reason. The period begins on the day you, or a person named by you who is not the carrier, receive the goods. Where an order is delivered in several parcels, the period begins when the last parcel arrives. Where an order consists of several items delivered together, the period begins when the last item arrives.

You may examine and try the garment as you would in a shop — hold it against you, check the fabric and the fit. You are responsible for any loss in value caused by handling that goes beyond what is reasonable to check the item's nature, characteristics and functioning, for example wearing it out or washing it.

2. How to withdraw

A clear statement is enough — there is no prescribed form and no need to telephone us. Send an email to hello@lindenandloom.eu with your name, order number and the items concerned, or post a letter to the address below. You may also use the model form at the end of this page, but you are not obliged to.

Linden & Loom GmbH
Returns department
Venloer Straße 128
50823 Cologne
Germany

If you send the notice before the 14-day period ends, the withdrawal is valid even if the parcel reaches us later. Please return the goods without undue delay and no later than 14 days from the day you tell us you are withdrawing.

3. Refunds

• We refund all payments received from you, including the standard delivery charge, within 14 days of the day you inform us of the withdrawal.
• We may withhold the refund until we have received the goods back, or until you have provided proof that you have returned them — whichever happens first.
• Where you chose a delivery method more expensive than our standard option, we refund only the cost of the standard method.
• Refunds are made through the same payment method you used, unless you agree otherwise. There is no fee for the refund itself.
• The direct cost of returning the goods is yours, unless the garment is faulty, damaged in transit or not what you ordered. In those cases we cover the return and will arrange a label or reimburse reasonable postage on receipt of proof.

4. Condition of returned garments

Please return items unworn, unwashed and with the original tags attached where they were attached. Shoes and accessories should be returned in their original box. Light creasing from packing is not a problem. If the value of the goods is reduced through handling beyond what is necessary to check them, we may deduct that amount from the refund.

5. Exchanging a size

If you need a different size, write to us and we will hold the size for you while your return is in transit where stock allows. An exchange is treated as a return plus a new order, so the 14-day period for the replacement item starts again when it arrives.

6. When the right of withdrawal does not apply

The 14-day right does not apply to:

• goods made to your specification or clearly personalised, such as a garment altered to your measurements;
• sealed goods that are not suitable for return for health-protection or hygiene reasons, once the seal has been broken — for example sealed hosiery or underwear;
• goods that have been mixed inseparably with other items after delivery;
• gift cards and vouchers.

Items bought as part of a bundle may be returned individually; we then refund the price attributable to that item as shown on your order confirmation.

7. Faulty, damaged or incorrect items

If something arrives damaged, is faulty, or is not what you ordered, write to us within a reasonable time and include a photograph where you can. We will arrange a replacement, a repair or a full refund, including the cost of returning the item. This is in addition to your right of withdrawal, and you may choose which route to take.

8. Legal guarantee of conformity

As a consumer in the EU you have a statutory guarantee that goods conform to the contract, under Directive (EU) 2019/771 as implemented in German law. This guarantee lasts two years from delivery. If a fault appears within that period and was not caused by normal wear, misuse or accidental damage, you are entitled to have the item brought into conformity — by repair or replacement — or to a reduction in price or rescission of the contract where repair and replacement are not possible or fail. Your rights under this guarantee are not limited by this policy or by any commercial warranty.

9. Model withdrawal form

Optional. Complete and return this text only if you wish to withdraw from the contract.

10. Questions

If anything here is unclear, write to hello@lindenandloom.eu before returning an item and we will reply within one working day.

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