Last updated 24 October 2026
This policy explains how MyLuthier collects, uses and protects your personal information. It applies when you visit our website, contact us, visit our showroom, or buy, rent, sell or service an instrument with us. It covers our services, our marketing and how we run our business. We never sell your personal information.
MyLuthier Ltd is a company registered in England and Wales, number 10269094.
Atelier MyLuthier Ltd and Heritage by MyLuthier Ltd are our sister companies. The three companies share our website, client records and marketing systems, and decide together how the information in them is used. For that information, they are joint controllers. Each company is separately responsible for its own accounting and legal records. In this policy, “MyLuthier”, “we” and “us” mean all three, except where we name one.
The three companies have agreed how they share responsibility. MyLuthier Ltd publishes this policy and is your point of contact for questions, requests and complaints. It also deals with the Information Commissioner’s Office and with the service providers we use. All three follow the same security and retention rules. You can still exercise your rights against any of the three companies.
For anything about your information, contact us:
Most of what we hold comes from you. The rest comes from how you use our website and from people involved in your instrument.
Sometimes we hear about you from someone else. A teacher, maker, colleague or fellow dealer may refer you to us. We may also note publicly available professional information, such as an ensemble listing.
We do not ask for health or other sensitive information. If you tell us about an access need for a showroom visit, we record it only with your explicit consent, use it only to arrange your visits, and keep it no longer than that requires.
Some information is required. Without contact details we cannot reply to you. Without proof of identity we cannot arrange a home trial or rental. The law requires us to keep certain transaction records. We tell you when information is optional.
The law requires a lawful basis for each use of your information. Ours are set out below.
Where we rely on legitimate interests, we have weighed them against your rights. You can ask us how, and you can object at any time.
If you accept marketing cookies, we link your activity on our website to your account or enquiry once you sign in or contact us. Together with what you tell us, this helps us understand what you are looking for, suggest instruments that suit you, personalise our emails and direct your enquiry to the right specialist.
We use software, including automated tools, to help assess interests and manage enquiries. These tools support our team. They do not make decisions that have legal or similarly significant effects on you.
You can withdraw your consent to marketing cookies at any time in Cookie settings. You can also object to any other use of your information described here.
Our marketing emails come from MyLuthier Ltd. They bring news of new instruments, makers, events and services. We send them only if you have agreed to receive them. If you bought or asked about buying an instrument or service from MyLuthier Ltd, we may also send you news of similar instruments and services from MyLuthier Ltd, provided you were given the chance to opt out when you gave us your details.
With your consent, our emails tell us whether they are opened and which links are clicked, and your browsing can shape what we send you. Without it, we keep only the delivery and technical records needed to send our emails and respect your choices.
You can stop marketing at any time. Use the unsubscribe link in any email, or write to us. We keep your address on a do-not-contact list so we respect that choice. You will still receive messages about your purchases, trials, rentals and workshop jobs.
We use cookies and similar technologies, such as browser storage and tracking pixels. They fall into four groups.
Statistics cookies may be set without consent, as UK law allows. You can switch them off at any time.
You can change your choices whenever you like through Cookie settings at the foot of every page. The panel lists the cookies in each group, who sets them and how long they last.
Some pages show videos from YouTube or from our own video provider, or a map from Google. When you open such a page or play a video, that service may set its own cookies, whatever your choices here. YouTube and Google Maps are covered by Google’s privacy policy.
We keep a record of each cookie choice, with a random reference, the time and the version of this policy, and no other details, so we can show what was chosen. We delete it after two years.
We share information only where we need to, and only what is needed.
Some of our service providers are based in, or access information from, countries outside the UK. These include the United States and countries in the European Economic Area. When we sell to clients abroad, deliver overseas or meet clients at international events, we send what is needed for that purpose.
Many of these transfers are covered by UK adequacy regulations. These include transfers to the European Economic Area, and to US organisations certified under the UK Extension to the EU-US Data Privacy Framework. For other transfers, we use safeguards approved under UK law, such as the Information Commissioner’s International Data Transfer Agreement or Addendum.
Occasionally, where neither applies, we transfer information only where it is necessary to perform a contract with you, such as delivering an instrument you have bought, or with your explicit consent.
You can ask us for a copy of the relevant safeguards.
We keep information only as long as we need it. Then we delete or anonymise it.
We may keep information longer where the law requires it, or to deal with a dispute or claim.
We protect your information with access controls, encrypted connections and contracts that require our providers to keep it safe. Only people who need it can see it.
No system is completely secure. If a breach is likely to put you at risk, we will tell you and report it to the Information Commissioner’s Office where required.
Our website and accounts are for adults. Where an instrument is bought, rented or serviced for someone under 18, we deal with a parent or guardian. We keep the young player’s information to what we need, such as their name. We do not knowingly collect information online from children under 13.
You have the right to:
To use any of these rights, contact us using the details above. It is free. We reply within one month, or tell you within that month if a complex request needs up to two months more. We may ask you to confirm your identity first.
Some rights have limits. For example, we may need to keep sales records for tax purposes. If so, we will explain why.
If you are unhappy with how we have handled your information, please tell us first. Email info@myluthier.co with “Privacy complaint” in the subject line, or write to us at the address above. Any channel is fine.
We will acknowledge your complaint within 30 days, look into it without undue delay and keep you informed.
You can also complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint or on 0303 123 1113.
We update this policy when our services or the law change. The date at the top shows the current version. If a change significantly affects how we use your information, we will tell you before it takes effect, by email or on our website.