Privacy policy

Your privacy matters to us. This Privacy Policy explains what personal information Stitch and Shape, a brand owned and run by Del Monte Ecom Co ("we," "our," or "us"), gathers about you, why we gather it, and who we share it with. It covers everything you do with us: browsing stitchandshape.com (the "Website"), buying or downloading our cross-stitch and embroidery patterns, setting up an account, contacting our support team, or getting in touch with us in any other way (together, the "Services").

We serve customers in the United States only, and this policy is written for people who live in the US.

By using the Services, you accept that we handle your information as this policy describes. If you don't agree, please don't use the Services.

1. What Information We Collect
Information you give us
Contact details: your name, email address, billing address (the ZIP code helps us verify payments and work out sales tax) and, if you choose to share it, your phone number.
Purchase details: the patterns you buy, how much you spend, the download links we send you and confirmation that payment went through. Your full card number is handled only by our payment processors, such as Shopify Payments or PayPal, and never reaches our own systems. We only see limited details, such as the card type, its last four digits and whether the payment succeeded.
Account details: if you open an account, your username, your password (which our store platform stores in encrypted, hashed form), your order history and your purchased downloads.
Messages to our support team: anything you send us by email, contact form or social media, including attachments, screenshots and photos.
Reviews and shared content: reviews, star ratings, photos of your finished stitching and anything else you choose to post or send us.
Marketing choices: whether you've signed up for our emails or text messages, and your preferences.
Information collected automatically

When you visit the Website, we and the companies that help us run it automatically gather some information using cookies, pixels, tags and similar tools (together, "Cookies"). This includes:

Device details: IP address, browser and version, operating system, device type, screen size and language settings.
Browsing activity: the pages and patterns you look at, what you add to your cart, how long you stay, what you click and scroll, and the website or search that brought you to us.
Download activity: when and how often a download link is used, and the IP address and device used. We use this to deliver your files, solve download problems and stop patterns from being shared without permission.
General location: your approximate city and state, estimated from your IP address.
Information from other companies

We may also receive information about you from:

Payment processors: whether a payment succeeded, and signs of possible fraud.
File delivery apps: download status and delivery confirmations from the apps that deliver files through our store platform.
Analytics and advertising partners: how you interact with our ads and the Website (for example, Google Analytics and Meta).
Review apps that run on our store platform.
2. How We Use Your Information

We use your personal information to:

Complete your orders: take your one-time payment, send and resend your download links, and handle refund requests.
Help you when you contact us: answer your questions, fix download issues and sort out problems.
Send service messages: order confirmations, download links and account updates. These aren't marketing, so you can't opt out of them while you have an open order.
Send marketing, if you've agreed to it: emails or texts about new patterns, sales and news. You can unsubscribe whenever you like using the link in any email, or by replying STOP to a text.
Make the Website and our patterns better: study how the Website is used, try out new features and fix bugs.
Tailor what you see: remember your cart, suggest patterns you might like and show you more relevant ads.
Prevent fraud and misuse: review orders, stop patterns from being shared or resold without permission, and keep the Services secure.
Meet our legal duties: including tax, accounting and consumer protection rules.
Protect our rights: enforce our Terms of Service, protect the copyright in our patterns and resolve disputes.
3. Cookies and Tracking

We use Cookies to make the Website work, remember your cart and settings, understand our traffic, measure how well our marketing performs and show you relevant ads. Our Cookies fall into four groups:

Essential: needed for the Website to run, including the cart, checkout, downloads, account login and security. These can't be switched off.
Analytics: show us how visitors use the Website (for example, Google Analytics).
Advertising: used by us and our partners (for example, Google and Meta) to show you relevant ads on the Website and elsewhere, and to measure how well those ads work.
Preferences: remember your settings and choices.

You can block or delete Cookies in your browser settings, and through any cookie settings tool on the Website. Turning some Cookies off may stop parts of the Website from working properly. For example, your cart might not be saved.

The Website may not respond to "Do Not Track" signals from your browser. Where the law requires it, we treat a Global Privacy Control (GPC) signal as a request to opt out of targeted advertising.

4. Who We Share Your Information With

We never sell your personal information for money. We only pass it on in these situations:

Companies that work for us. They help us with payments, file delivery and storage, email and text messaging, customer support, cloud hosting, analytics and IT. Our contracts with them limit how they can use your data.
Our store platform (Shopify). Shopify hosts our shop and processes orders. Its own privacy policy explains how it handles data.
Advertising and analytics partners, such as Google and Meta, so we can measure and improve our marketing. Under some state laws, this may count as "targeted advertising" or as "selling" or "sharing" personal information. You can opt out as explained in Section 5.
Authorities and legal process. We share information when the law, a subpoena or a court order requires it, or when we believe it's needed to protect our rights (including our pattern copyrights), our customers or others, or to stop fraud.
A new owner of our business. If our business is merged, acquired, financed, reorganized, goes through bankruptcy or has some or all of its assets sold, your information may be transferred as part of that deal.

We don't give your information to unrelated companies for their own marketing unless you agree to it.

5. Your Privacy Rights

Depending on the state you live in, you may have some or all of the rights below. States with consumer privacy laws include California, Colorado, Connecticut, Oregon, Texas, Virginia, Montana and others.

Know and access: ask for a copy of the personal information we hold about you, including what kinds we collect, where it comes from, why we use it and who we share it with.
Correct: ask us to fix information that's wrong.
Delete: ask us to erase your personal information, except where the law lets or requires us to keep it (for example, records we need for taxes).
Portability: get your information in a format you can easily move elsewhere.
Opt out: say no to targeted advertising and to the "sale" or "sharing" of your personal information, as your state's law defines those terms.
Equal treatment: we won't refuse you service, charge you more or treat you differently for using any of these rights.

If you ask us to delete your account, you may lose access to your download history. Please save your purchased patterns to your own device first.

How to make a request

Email info@stitchandshape.com with "Privacy Request" in the subject line and tell us which right you'd like to use. To keep your information safe, we may need to confirm your identity first, for example by checking the email address you used for your orders.

We'll respond within the time the law allows, which is usually 45 days and can sometimes be extended. If we turn down your request, we'll tell you why. You can appeal by replying to our answer with "Privacy Appeal" in the subject line.

You can also ask an authorized agent to make a request for you. We may ask for proof that they're allowed to act on your behalf.

To opt out of targeted advertising, you can also use the cookie settings on the Website, turn on Global Privacy Control (GPC) in your browser, or use the opt-out tools our advertising partners provide.

Stopping marketing messages

To stop marketing emails, click "unsubscribe" at the bottom of any of them. To stop text messages, reply STOP. You'll still get service emails about your orders and downloads.

6. How Long We Keep Your Information

We hold on to personal information only for as long as we need it for the reasons in this policy:

Orders and payments: kept as long as tax, accounting and legal rules require, usually up to 7 years.
Account details: kept while your account is open and for a reasonable time after it closes.
Download records: kept as long as we need them to deliver or resend your files and to prevent unauthorized sharing.
Support messages: kept as long as needed to solve your issue and keep a record of our conversations.
Marketing information: kept until you unsubscribe or ask us to delete it.
Analytics information: kept according to the standard settings of our analytics providers.

Once we no longer need information, we delete it or remove anything that could identify you.

7. Keeping Your Information Safe

We take reasonable administrative, technical and physical steps to protect your personal information. These include encrypted (HTTPS/TLS) connections across the Website, payment processing that meets PCI-DSS security standards through our payment providers, and limits on which people can see customer data.

Still, no website, internet connection or storage system is completely secure, so we can't promise absolute security. Please keep your account password and download links private. If we learn of a data breach that affects your personal information, we'll notify you and the appropriate authorities as the law requires.

8. Children

The Website is meant for adults and the general public. It isn't aimed at children under 13, and we don't knowingly collect personal information from children under 13 (or under the older age set by applicable law). If you think a child has given us personal information, email info@stitchandshape.com and we'll delete it quickly.

9. US Customers Only

Our Services are run and hosted in the United States and are meant only for customers in the US. We don't market to or knowingly sell to people outside the US. If you visit the Website from another country, your information will be transferred to, stored in and processed in the United States, where data protection laws may be different from those where you live.

10. Other Websites

The Website may link to other websites, social media platforms or embedded content from other companies. We aren't responsible for their content or how they handle privacy, and this policy doesn't cover them. Please read the privacy policies of any other sites you visit.

11. Updates to This Policy

We may update this policy from time to time when our practices, technology or legal requirements change. We'll post every update on this page and change the "Last updated" date. For important changes, we may also let you know by email or with a clear notice on the Website. If you keep using the Services after an update is posted, you accept the updated policy.

12. Contact Us

We're happy to help! Reach out anytime:

Email: info@stitchandshape.com
Company name: Del Monte Ecom Co
Address: 2699 1/2 N Beachwood Dr #586, Los Angeles, CA 90068, USA
Website: stitchandshape.com
Support Hours: 9:00 AM – 5:00 PM PST, Monday – Saturday