Privacy and Security
We have the utmost respect for your privacy. This policy explains what personal information we gather when you visit our website and gives details of how we use that information. Please contact us if you have any questions.
Who we are
We are a limited company registered in England and Wales under the company number 4962926. Our registered office is at 4 Prince Albert Road, London, NW1 7SN. For details of how to contact us please visit our contact us page.
Ordering online with us is safe and secure
Our website uses a method of interaction with our visitors that does not compromise your card details. This online system is 100% secure. All data is protected using the most advanced methods available. We do not store your payment information on this website.
If you order from us online we do not have access to, and therefore do not store, your card details. However, our payment provider Sagepay does allow us to take repeat payments (we may use this feature, for example, if you want to add something to your order). We will always check with you before using this feature.
How we collect your personal information
We will collect and retain personal information from you if you:
- set up an account using the form on our website
- start or complete an order on our website
- contact us by using the contact form on our website or offline (for example by telephone, fax, email or post) to request product samples or information, or to register for a practitioner account
- complete the form on our website to request that we send you our newsletter.
We may collect some or all of the following information: your name, address, telephone number, fax number, email address, company name, payment information and any other information you provide to us.
How we use your personal information
We will use your information to:
- set up your web account
- process and fulfill your order
- contact you about your order, for example if there is a delay or a product is out of stock
- contact you to let you know if your order did not complete, for example if your payment failed (you can choose to stop receiving these emails from us at any time by clicking the unsubscribe link on the bottom of every email).
The use of your data in these ways is necessary for us to fulfill our contract with you.
If you have contacted us via our contact form or offline we will use your personal information to answer your query or send any information or samples that you have asked for. The use of your data in these ways is necessary for your legitimate interests of receiving information that you have asked us for.
We will contact you by email with information and updates via the third-party mailing system MailChimp. You can choose to stop receiving emails from us at any time by clicking the unsubscribe link on the bottom of every email. We will not pass your personal information to other organisations for their marketing purposes. The use of your data in this way is necessary for our legitimate interests of marketing our business.
How long we keep your data for
We keep your personal data as long as you remain a customer with us and for seven years after that, in order to comply with our legal obligations. If you have asked us not to use your data in a particular way we will not delete your personal information as we need to keep it on our records to ensure that we do not use your information for this purpose in the future.
It is our policy never to offer any medical advice however from time to time people contact us with details of their health or the health of a family member or friend to ask for our advice. In order to protect ourselves from any charge of having erroneously offered medical advice we do not delete this information from our records.
Sharing your information
We may share your personal information with third party organisations that supply services to us, such as our website provider, payment providers, shipping providers and marketing service providers. We will check that these companies keep your information secure. We will not pass your personal information to other organisations for their marketing purposes.
When you visit or browse our website we collect information using cookies.
Essential information we collect (first-party cookies)
In operating our store, it is essential for us to capture some information about your device, such as your IP address and information related to your visit when you browse our store. For example, this might include time-stamp, the last page or product you visited, the indication that you logged in. We do that in order to:
- remember who you are after you log in so that you do not need to authenticate at each click;
- monitor if our website is running with the high performance we are dedicated to providing;
- let you browse between products without having to start back from the home page at each click;
- remember if you put something in your shopping cart before you decide to checkout; and
- control that your data is processed securely.
Analytics & advertising (third-party cookies)
Our site uses Google Analytics to recognise and count the number of visitors to our site and to see how they are using it. This helps us to improve our website.
You can set preferences for how Google advertises to you using the Google Ad Preferences page.
Our website uses the Lucky Orange analytics system to help improve usability and help users if they have been having difficulties using our site. This system may record mouse clicks, mouse movements and scrolling activity. It may record keystroke information that you voluntarily enter on this website but it does not record information like your contact details, payment information or passwords. Lucky Orange does not track activity on any site that does not use the Lucky Orange system. To view and manage data that Lucky Orange has collected about you on the LuckyOrange.com website, or to opt out of future tracking please use the data privacy management tool.
Our website uses the Facebook pixel. Facebook may use the Facebook pixel to collect or receive information from our website and use that information to provide measurement services, targeted ads and as described in the Facebook Data Policy.
If you have a Facebook account you can control your preferences by visiting:
If you do not have a Facebook account you can opt out of seeing online interest-based ads using the Your Online Choices website:
How to disable cookies
Most web browsers allow some control to restrict or block cookies, however if you disable cookies you may find this affects your ability to use certain parts of our website. For more information about cookies and instructions on how to adjust your browser settings, see the ICO website.
You can control your online behavioural advertising preferences using the Your Online Choices website:
If you are one of our customers who is in the EU, and we are specifically selling our products to the Member State where you are located, you have specific rights that we must act on without undue delay. You have the right to access your personal information, have information which is incorrect or incomplete rectified, have your data erased, port your data to another company and object to the processing of your data. You can contact us regarding your rights by using the Contact Us form on our website or by calling us on 01223 242242.
You can change your personal information by logging on to your web account.
If you wish to opt-out of receiving marketing emails you can unsubscribe using the link on each email.
Legal obligations when handling your data
We may need to share your personal information with other organisations to comply with applicable legal obligations (for example, for financial reporting).
We are committed to keeping your information secure by taking appropriate technical and training measures to ensure that your data is processed lawfully and protected against accidental loss.
If you have set up an account on our website and chosen a password (or we have given you a password) please keep this safe. We will not share your password with anyone,
Transfers of personal information outside Europe
Personal data in the European Union is protected by data protection laws but countries outside of the EU do not necessarily protect your personal data in the same way. Our website provider and other third-party service providers (such as our website provider, email provider, email marketing provider and analytics companies) are hosted in the United States and this means that we may transfer any information which is submitted by you through the website outside of the European Economic Area (which means all the EU countries plus Norway, Iceland and Liechtenstein) ("EEA") to the United States. When you send an email to us, this may be stored on email servers which are hosted in the United States. We will take steps to ensure that our third-party companies use the necessary level of protection for your information (including checking that they are compliant with the EU-US Privacy Shield Framework) but if you do not want your information to be transferred outside the EEA you should not use our website or contact us via email.
This site may contain links to other sites. We are not responsible for the privacy practices or the content of such web sites.
If you have any privacy complaint, you have the right to lodge a complaint with our supervisory authority: https://ico.org.uk/concerns/.