Privacy Policy






1. We ask that you read this privacy notice carefully as it contains important information on who we are, how and why we collect, store, use and share personal information, a complete guide to the use of cookies, your rights in relation to your personal information and on how to contact us and supervisory authorities in the event you have a complaint.

 2.   Legal basis we rely on to process and collect data


In situations where you consent for us to process your data. An example of this is if you have ticked a box to receive marketing e-mails, when checking out or where you have explicitly signed up to this using our newsletter.

Legitimate interest

In situations where we require your data to pursue our legitimate interest in a way which might be expected as part of running our business and which does not materially impact your rights, freedom or interest. An example of this may be where we send an abandoned basket email as you started the process with us but did not complete it online.

Contractual obligations

In situations where we need personal data to comply with our contractual obligations. An example would be where we pass your delivery details to our courier to deliver your order and keep you informed of your order progress.

Legal obligations

Where the law requires us to, we may need to collect and process your data. An example of this may be where we are required to pass on details of people involved in fraud or other criminal activity effecting the group to law enforcement.

3.    What information we collect and how

The information we collect includes:

Names of persons placing orders, delivery address, invoice address, telephone numbers, email address and any other personal information supplied to us 

Information gathered by cookies 

IP Address- this is your computers individual identification number. This is used to note your interest in our website and your location (e.g. county/city) for our site analytics

This will be collected from the below:

When you make an online purchase; 

When you create a trade account with us;

When you contact us by any means;  

When you enter prize draws or competitions; 

When you comment on or review our products and services; and 

When you’ve given a third-party permission to share with us the information they hold about you.

Please note, we never store payment details on the websites. 

Your preferences and use of email recorded by emails we send you (if you select to receive email updates).

Basket Abandonment           

If you start shopping with us online and adding items to your shopping basket and don't subsequently complete the order, we will send you an email.  The email will contain your chosen basket of products.  These communications are sent under a legitimate interest basis and are treated separately from our marketing emails. You can unsubscribe from this at any time using the unsubscribe link on the bottom of the email you receive. 

Monitoring and recording communications

We may monitor and record communications with you (such as telephone conversations and emails) for quality assurance, training, fraud prevention and compliance.

4.    Personal information about other individuals 

If you give us information on behalf of someone else, you confirm that the other person has appointed you to act on his/her behalf and has agreed that you can: 

Give consent on his/her behalf to the processing of his/her personal data; 

Receive on his/her behalf any data protection notices; and 

Give consent to the transfer of his/her personal data abroad;  

Give consent to share with third parties to ensure we can fulfil our contract e.g. our delivery service

5.   What we do with your information

Any personal information we collect from you will be used in accordance with the General Data Protection Regulation 2018 and other applicable laws. The details we collect will be used to:

Identify you and manage any accounts you hold with us; 

Process your order; 

Conduct research, statistical analysis and behavioural analysis; 

Carry out customer profiling and analyse your purchasing preferences; 

Let you know about other products or services that may be of interest to you—see 'Marketing’ section below; 

Detect and prevent fraud; 

Do a credit check—see 'Credit checking' section below; 

Customise our website and its content to your preferences; 

Notify you of any changes to our website or to our services that may affect you;

Improve our services. 

Compliance with legal, regulatory and corporate governance obligations and good practice; 

Gathering information as part of investigations by regulatory bodies or in connection with legal proceedings or requests; 

Ensuring business policies are adhered to such as policies covering security and Internet use; 

Operational reasons, such as recording transactions, training and quality control; 

statistical analysis; 

Marketing our business and those of our group companies and other business associates; 

Analysing purchasing preferences and improving services; and 

Host mailing and providing customer services

 6.    How long will we retain your data?

When we collect or process your personal data, we’ll only keep it for as long as is necessary for the purpose for which it was collected.

At the end of that retention period, your data will either be deleted completely or anonymised, for example by aggregation with other data so that it can be used in a non-identifiable way for statistical analysis and business planning. 

Examples of this are when you place an order, we’ll keep the personal data you supply us for a minimum of 6 years so we can comply with our legal and contractual obligations after which it will be anonymised as above. 

If your order includes a guarantee, the associated personal data will be retained until the end of the guarantee period.

7.    Keeping your personal information secure 

We have appropriate security measures in place to prevent personal information from being accidentally lost or used or accessed in an unauthorised way. We limit access to your personal information to those who have a genuine business need to know it. Those processing your information will do so only in an authorised manner and are subject to a duty of confidentiality. 

We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so. 

We will use technical and organisational measures to safeguard your personal data, for example: 

We store your personal data on secure servers; and payment details are encrypted using TLS (Transport Layer Security) While we will use all reasonable efforts to safeguard your personal data, you acknowledge that the use of the internet is not entirely secure and for this reason we cannot guarantee the security or integrity of any personal data that are transferred from you or to you via the internet. If you have any concerns about your information, please contact us.

What can I do to keep my information safe?

If you want detailed information from Get Safe Online on how to protect your information and your computers and devices against fraud, identity theft, viruses and many other online problems, please visit Get Safe Online is supported by HM Government and leading businesses.

8.    Who do we share your personal data with?

To help personalise your journey and process your orders or assist you with any issues you are having we currently use the following companies, who will process your personal data as part of their contracts with us where applicable:


Visualsoft website optimizer







Trade partners


Parcel Force

We may be required to disclose your personal data to the police or other enforcement, regulatory or Government body, in your country of origin or elsewhere, upon a valid request to do so. These requests are assessed on a case-by-case basis and take the privacy of our customers into consideration.

9.    What rights do you have?

Under the General Data Protection Regulation, you have a number of important rights free of charge. In summary, those include rights to:

Fair processing of information and transparency over how we use your personal information;

Access to your personal information and to certain other supplementary information that this Privacy Notice is already designed to address;

Require us to correct any mistakes in your information which we hold;

Require the erasure of personal information concerning you in certain situations;

Receive the personal information concerning you which you have provided to us, in a structured, commonly used and machine-readable format and have the right to transmit those data to a third party in certain situations;

Object at any time to the processing of personal information concerning you for direct marketing;

Object to decisions being taken by automated means which produce legal effects concerning you or similarly significantly affect you;

Object in certain other situations to our continued processing of your personal information;

Otherwise, restrict our processing of your personal information in certain circumstances; and

Claim compensation for damages caused by our breach of any data protection laws.

For further information on each of those rights, including the circumstances in which they apply, see the Guidance from the UK Information Commissioner’s Office (ICO) on individual’s rights under the General Data Protection Regulation.

If you would like to exercise any of those rights, please contact us (see ‘How to contact us’ below)

We may decline requests that are unreasonable, prohibited by law, or are not required to be honoured by applicable law. If we deny your request we will explain why within 1 month and you have the right to complain to the supervisory authority.

Any valid request will be actioned within 1 month unless the request is complex or numerous where we will advise you within the first month of an extra 2-month extension and may charge a reasonable fee, which we will advise you of, to allow all data to be gathered this information. The information will be supplied free of charge unless the request is manifestly unfounded or excessive, or in particular if it is repetitive. 

To protect the confidentiality of your information we may also ask you to verify your identity before proceeding with any request you make under this privacy notice. If you ask a 3rdparty to submit a request on your behalf we will deny this unless they can prove they have your permission to act on your behalf.

If you are unhappy with our decision or feel your data has been mishandled you have the right to complain to the data regulator the details for this are below

For the UK the Information Commissioner’s Office is the regulator. You can contact them by calling 0303 123 1113or you can visit them online at

If you are based outside the UK, you have the right to lodge your complaint with the relevant data protection regulator in your country of residence.

10. Marketing communications

Marketing choices

If you inquire about our website, you can choose to opt-in at that stage. Our marketing emails and SMS tell you how to “opt-out” of receiving further marketing communications. If you opt out, we may still send you non-marketing emails. Non-marketing emails include emails about your accounts and our business dealings with you such as order confirmation or an email regarding an abandoned basket etc, and as allowed by applicable law, requests for your participation in surveys. If you wish to contact us regarding this, see ‘How to contact us’ below.

11. Notification of changes

If we decide to make a significant change to our privacy policy, we will post these changes on our website, so our users are aware of what information we collect and how we use it.

 12. How to contact us?

If you wish to make a request for the personal data we store, please contact us: 01608 646453 or email: This way we can make sure we have all the information we need to conduct your request.