Privacy notice

Last Updated: February 8, 2025

Your privacy matters to us. This notice explains how we collect, use, and protect your personal information.

Quick Summary

We collect information to process orders, improve our services, and provide customer support. We don't sell your data and use industry-standard security measures to protect it.

Your Rights at a Glance

Access
See what data we have

Correct
Update inaccurate info

Delete
Remove your data

Opt-out
Stop tracking/marketing

1. Information We Collect

We take your privacy seriously. This section outlines the types of information we collect when you use our website or services. The information is grouped into two categories: Personal Information and Non-Personal / Technical Information.

A. Personal Information

We may collect the following personal details to process your orders, provide support, and improve your overall experience:

Identity & Contact

Identifiers: Full name, email address, phone number
Addresses: Billing and shipping addresses
Account Details: Username and encrypted password

Payment & Order Data

Payment Info: Processed securely via Stripe, PayPal, and SuperPayments
Order History: Purchase records and preferences
Communication: Support emails and chat logs

Security Note: We never store full credit card numbers. All payment data is handled by PCI DSS compliant processors.

B. Non-Personal & Technical Information

We automatically collect technical and usage-related information to help us maintain and improve the performance and security of our services:

IP address and geographic location (country/city level)
Browser type, version, and language settings
Device information (mobile, desktop, tablet)
Operating system and screen resolution
Pages visited, time spent, and navigation patterns
Referral sources and search terms

Category	Purpose	Examples	Duration
Essential	Core functionality	Shopping cart, login sessions	Session/1 year
Analytics	Usage insights	Google Analytics, Hotjar	2 years
Marketing	Personalized ads	Facebook Pixel, Google Ads	30-180 days

You may manage your cookie preferences at any time via your browser settings or through our cookie consent banner.

2. How We Use Your Information

We process your information only where we have a lawful basis to do so. The data you provide is used for the following purposes:

Order Processing

We use your personal and payment information to process and deliver your purchases. Transactions are handled securely through third-party providers such as Stripe and PayPal.

Customer Support

Your contact details and any communication you send to us are used to respond to inquiries and provide assistance as needed.

Marketing and Advertising

We may use non-sensitive data to tailor marketing content and display relevant advertisements:

Facebook Pixel: Enables targeted advertising based on user behaviour and preferences.
Google Merchant Center: Allows us to display our products in relevant shopping ads and listings.

Website Analytics and Improvements

We analyse how users interact with our site in order to improve usability, performance, and content:

Google Analytics: Tracks page visits, traffic sources, and user journeys.
Hotjar: Provides insight into user behaviour through session recordings, heatmaps, and feedback tools.

Legal Compliance

We may use your data where necessary to comply with legal obligations, including fraud prevention, regulatory reporting, and tax requirements.

3. How We Share Your Information

We do not sell, rent, or trade your personal information. However, we may share limited data with trusted third parties where necessary to operate our services and fulfil our obligations. These include:

Payment Processors

Stripe: Credit/debit card processing
PayPal: Digital wallet payments
SuperPayments: Alternative payment methods

We share only necessary payment details. Full card numbers are never stored on our systems.

Shipping Partners

Royal Mail: UK and international shipping
Local Carriers: Regional delivery services

Your name, address, and contact details are shared for successful delivery.

Analytics Services

Google Analytics
Hotjar (heatmaps & recordings)
Google Search Console

Anonymous usage data only

Marketing Platforms

Facebook Pixel
Google Merchant Center
Email marketing services

For targeted advertising optimization

Legal Requirements

Law enforcement requests
Court orders/subpoenas
Regulatory compliance

Only when legally required

Data Processing Agreements: All third-party processors sign data processing agreements ensuring they handle your data according to our privacy standards.

5. Data Security & Retention

We implement comprehensive security measures to protect your personal information and only retain data as long as necessary.

Advanced Security Measures

SSL/TLS Encryption: 256-bit encryption for all data transmission
PCI DSS Compliance: Level 1 payment card security standards
Two-Factor Authentication: Available for account protection
Access Controls: Role-based employee access restrictions
Regular Security Audits: Quarterly penetration testing
Secure Data Centers: ISO 27001 certified facilities
Data Backup: Encrypted, geographically distributed backups

Enhanced Data Retention

Data Type	Retention Period	Legal Basis
Order Records	7 years	Tax compliance
Marketing Data	Until opt-out	Consent
Support Records	3 years	Quality assurance
Analytics Data	26 months	Legitimate interest
Account Data	Until deletion	Contract performance
Payment Logs	10 years	Financial regulations

Security Disclaimer: While we implement robust security measures including industry best practices and regular security assessments, no system is 100% secure. We cannot guarantee absolute protection against all potential threats.

Automated Deletion: We automatically delete data when retention periods expire, ensuring compliance with privacy regulations and minimizing data exposure.

6. Your Privacy Rights

Depending on your location and applicable privacy laws (GDPR, CCPA, etc.), you may have the following rights:

Access & Portability

Request a copy of your personal data
Download your data in a portable format
Know what data we collect and how we use it

Correction & Deletion

Correct inaccurate or incomplete data
Request deletion of your personal data
Withdraw consent for data processing

Opt-Out Options

Analytics Tracking

Advertising

Email Marketing

Unsubscribe links in emails
Contact customer service

How to Exercise Your Rights: Visit our Contact Us page to submit privacy requests. We may need to verify your identity and will respond within 30 days as required by applicable law.

7. Children’s Privacy

Our website and services are not intended for use by children under the age of 16. We do not knowingly collect, use, or store personal information from anyone under this age.

If we become aware that we have inadvertently collected personal data from a child under 16, we will take steps to delete that information promptly. If you believe a child has provided us with personal data, please contact us so we can take appropriate action.

8. Changes to This Notice

We may update this Privacy Notice from time to time to reflect changes in our practices, technologies, legal requirements, or for other operational reasons.

Any updates will be posted on this page, along with a revised “Last Updated” date at the top of the notice. We encourage you to review this page periodically to stay informed about how we protect your personal data.

9. Contact Us

For privacy-related questions, concerns, or requests, please contact our privacy team:

Privacy Support Team

Contact Method: Complete our secure contact form

Submit Privacy Request

Response Times:

Urgent Privacy Matters: Within 24 hours
Data Access Requests: Within 30 days
General Privacy Questions: Within 48 hours
Deletion Requests: Within 30 days

Languages: English
Available: Monday-Friday, 9 AM - 6 PM GMT

Complaint Process

If you're not satisfied with our response, you may file a complaint with your local data protection authority:

UK: ICO (Information Commissioner's Office)
EU: Your national DPA
US: State Attorney General's Office

Third-Party Services & Privacy Policies

We work with trusted partners to provide our services. Each has their own privacy practices:

Payment Processors

Analytics & Marketing

Shipping Partners

Note: These third-party services may collect data independently of our website. Please review their privacy policies for complete information about their data practices and your rights.

Legal Basis for Processing (GDPR)

For EU residents, we process your data based on the following legal grounds:

Contract Performance

Processing orders and providing services you've requested

Legitimate Interest

Analytics, marketing, fraud prevention, and service improvement

Consent

Optional marketing communications and non-essential cookies

Legal Obligation

Tax records, regulatory compliance, and fraud prevention

Data Processing Impact Assessments: We conduct regular privacy impact assessments to ensure our processing activities remain compliant with GDPR and other applicable privacy laws.

Privacy Commitment Statement

We are committed to protecting your privacy and handling your personal data with care, transparency, and in accordance with all applicable privacy laws.

Secure by Design

Privacy and security considerations are built into all our systems and processes from the ground up.

Transparent Processing

We provide clear information about what data we collect, how we use it, and your rights regarding your personal information.

User Control

You have meaningful choices and control over your personal data, including the ability to access, correct, or delete it.