Store Policies

Customer Care

Thank you for checking out my website, I am still at Primary School (online right now, due to Covid!) so I might not respond to any questions as fast as other businesses can.  However, I will still try to respond as quickly as possible, so if you have any questions, please ask away!

Privacy & Safety

This website is hosted by wix.com, and complies with all current best practice on the storage of personal data.  As the site operator, I have access to your name, address and order details, of course, for the purposes of sending out your order and contacting you.  However, neither wix.com nor I have access to your credit card details, which are processed securely by the relevant credit card processor.

We use Cookies, small files stored on your device, to hold information about your session.  

I use your details to:

  • Fulfil you order

  • Maintain your account

  • Reply to any questions you may have​

  • Contact you when we have new stock available (if you have consented to this)

I promise that I will not

  • Sell your details to any other company

  • Share your details​ with others, except as strictly necessary for the delivery of your order (eg, shipping information with our postage or courier companies)

Legal Terms and Conditions

The above is Lottie's work, learning from the websites she has visited and her commitment to looking after her customers.  Her work is supervised by me, her father, on behalf of Hidden Smile Limited.  Hidden Smile Limited accepts all legal responsibility for the website, and all contracts and commitments entered into through the website.  The below form the legal terms and conditions under which this site is operated.

This site is operated by Hidden Smile Limited, a company registered in England and Wales with Registration Number 12577225, having its registered office at 20-22 Wenlock Road, London N1 7GU and its business address at 8 Bourne Enterprise Centre, Wrotham Road, Borough Green, Kent TN15 8DG.

You can email us or call us on 01491 808881.

Your order

All orders placed on this website are accepted in good faith by Hidden Smile Limited as invitations to purchase, matched against the offers to sell shown on the website.  At the stage we take payment, a contract is effected between us, for us to deliver the goods to you.  In the event that we are unable to discharge this, we will refund the payment taken in full, as swiftly as the credit card processing and clearing systems allow.

We subscribe to the distance selling regulations, and you are protected by all other relevant UK consumer protection legislation.

What information we collect

We receive, collect and store information you enter on our website, or provide us over the phone or by email or through our Contact page, in order to capture and process your order.  This of necessity includes collecting and storing the Internet Protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information and purchase history.

We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page.  We also collect personally identifiable information (including name, email, password, communications) and, via third parties, payment details (including credit card information, although we have no access to your credit card information and cannot decrypt it).

How we collect this information

When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons stated above only.


Why we collect this information


We collect non-personal and personal information for the following purposes:

  • To provide and operate our website and its associated services;

  • To provide our users with ongoing customer assistance and technical support;

  • To be able to contact our visitors and users with general or personalised service-related notices and (where you have consented) promotional messages;

  • To create aggregated statistical data and other aggregated and/or inferred non-personal Information, which we or our business partners may use to provide and improve our respective services;

  • To comply with any applicable laws and regulations

How we store, use, share and disclose personal information


The Charlotte Cotton website is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage databases and the general Wix.com applications. They store your data on secure servers behind a firewall.


All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.


We may contact you to notify you regarding your account or specific order, to troubleshoot problems with your account or specific order, to resolve a dispute, to collect fees or monies owed, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, telephone, text messages, and postal mail.


Use of Cookies


We and our hosting partners use a variety of short-term cookies to track movement through the site, session and user data, and to manage your order.  If you require our full cookies policy, please email us and we will respond within 48 hours.


Deletion of Personal Data


If you don’t want us to hold or process your data any more, please email us or write to us at Hidden Smile Limited, trading as Charlotte Cotton, 8 Bourne Enterprise Centre, Wrotham Road, Borough Green, Kent TN15 8DG.


Privacy Policy Updates


We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website.  If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.


Questions and Contact


If you would like to access, correct, amend or delete any personal information we have about you, you are invited to email us or write to us at Hidden Smile Limited, trading as Charlotte Cotton, 8 Bourne Enterprise Centre, Wrotham Road, Borough Green, Kent TN15 8DG.