Privacy policy
What information we collect, use, and why
We collect or use the following information to provide services and goods, including delivery:
Names and contact details
Addresses
Purchase or account history
Website user information (including user journeys and cookie tracking)
We collect or use the following information to comply with legal requirements:
Name
We collect or use the following personal information for dealing with queries, complaints or claims:
Names and contact details
Lawful bases and data protection rights
Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.
Which lawful basis we rely on may affect your data protection rights which are in brief set out below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:
Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. You can read more about this right here.
Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. You can read more about this right here.
Your right to erasure - You have the right to ask us to delete your personal information. You can read more about this right here.
Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. You can read more about this right here.
Your right to object to processing - You have the right to object to the processing of your personal data. You can read more about this right here.
Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. You can read more about this right here.
Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. You can read more about this right here.
If you make a request, we must respond to you without undue delay and in any event within one month.
To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.
Our lawful bases for the collection and use of your data
Our lawful bases for collecting or using personal information to provide services and goods are:
Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Our lawful bases for collecting or using personal information for legal requirements are:
Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:
Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Where we get personal information from
Directly from you - Purchasing our products / signing up to our news letter
How long we keep information
The Length of time with retain personal information depends on the type of information, its purpose and legal or business requirements.
Customer Information (Name, Address, Contact Details)
Purpose: To fulfil orders, handle returns, and provide customer support.
Retention Period: Retain for as long as necessary to process the order and resolve any issues (e.g., refunds or disputes). Typically, this is 6 years to align with the legal requirement for record-keeping in case of disputes or claims.
Order Details (Invoices, Receipts, Transaction Records)
Purpose: For accounting, tax compliance, and legal obligations.
Retention Period: 6 years as required by HMRC for tax records in the UK.
Marketing Data (Email Addresses for Newsletters or Promotions)
Purpose: For sending marketing communications with customer consent.
Retention Period: Retain until the customer withdraws consent or opts out of marketing. Regularly review and delete inactive subscribers (e.g., after 2-3 years of inactivity).
Payment Information
Purpose: To process payments and handle refunds or disputes.
Retention Period: Do not store payment card details unless required for a specific purpose (e.g., recurring payments). Use a secure payment processor that handles this data. Retain transaction records for 6 years for tax and accounting purposes.
Returns or Complaints Data
Purpose: To handle refunds, returns, or complaints.
Retention Period: Retain for up to 6 years to align with consumer rights laws and potential warranty or dispute periods.
Email Correspondence
Purpose: To provide customer service or resolve issues.
Retention Period: Retain for 1-2 years after the last interaction unless needed for ongoing legal or business reasons.
Who we share information with
Data processors
Shipping Companies / delivery service providers
This data processor does the following activities for us: Use customer names, addresses, and contact details to deliver my products to their homes or businesses.
Payment processors / payment service provider
This data processor does the following activities for us: Process customer payments securely and provide me with payment confirmation. They may also handle refunds if necessary.
E-commerce platform / E-commerce platform provider
This data processor does the following activities for us: Hosts our online store, process customer orders, and manages our inventory. They also collect customer details for me during the purchase process.
Email and communication platforms / communication and marketing service provider
This data processor does the following activities for us: Send emails to customers, such as order confirmations, updates on shipping, or newsletters (if consent given by subscribing to our news letter)
Accountants or accounting software / Financial service provider
This data processor does the following activities for us: Use customer transaction details to help me manage finances, file taxes, and ensure compliance with financial regulations.
Others we share personal information with
Professional or legal advisors
Organisations we’re legally obliged to share personal information with
Suppliers and service providers
How to complain
If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.
If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.
The ICO’s address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Helpline number: 0303 123 1113
Website: https://www.ico.org.uk/make-a-complaint
Last updated
28 November 2024