This page forms part of the our full Terms and Conditions relating to your order and your use of our website, and should be read in conjunction with the Legal page and the other pages linked from it.
Last updated 20th September 2021.
This information applies where you are browsing, adding items to basket, or have started but not completed checkout.
We use a temporary cookie to remember who you are as you browse around the site and add items to the basket. We store your IP address in an encrypted form that we cannot decrypt. We store the items in your basket and your saved items. If you start checkout we store the personal information you enter.
If you do not have any items in your basket or any saved items, this cookie and related data is deleted after 1 hour.
If you have items in your basket or saved items, this information is stored for 30 days. The information is kept for this period to allow you to return to the website later to complete your order.
If you consent to essential cookies or all cookies we set a cookie to store your choice. This cookie expires 1 year after your last visit.
If you start checkout but do not complete it, or if you have problems making your payment or need to verify the payment with your bank, all the information you entered in checkout is stored for 1 hour. The information is kept for this period to allow you to return to the website to make any changes and complete your order easily, without having to start again.
All this information is kept in a separate part of the system that we cannot readily access and is automatically deleted after the times stated above.
If you choose to block our cookies in your web browser, you will not be able to order online. However, you can still order by phone. Our telephone number is 01432 34 35 32 and lines are open between 9:30am and 4:30pm Monday to Friday.
We store all the information you entered on our website during the checkout process, along with your IP address. We do not store your credit/debit card details as these are entered in Global Payments system which is detailed in the third parties section below.
If you contact us about your order, we may also store brief notes with your order regarding the outcome of this communication, to allow us to allow us to action whatever is agreed.
If you do not create an account, all this information is stored for three years then deleted automatically. This allows ample time for any queries, returns or repeat orders etc. It is also long enough to allow us to monitor trends in sales etc.
If you create an account, all this information is stored indefinitely. This will allow you to log into your account and check all previous orders and other details whenever you want. The contents of your basket will also be stored in your account until you complete the order or delete it, and any saved items will also be stored in your account until you delete them or until the products become unavailable.
If you opt in to receiving our promotional emails or join our Loyalty Programme, we will use your email address and other details to send you promotional emails and/or Loyalty Programme statement emails. You may opt out of these by clicking the links contained in the emails, by replying to one of the emails with "unsubscribe" as the subject, or by logging into your account and changing the relevant options. If you have any difficulty unsubscribing, please contact us by email and we will take care of this for you.
Please use the details on the Contact Us page to contact us. Please do not reply to the promotional emails because they are sent from an address that is not monitored.
If you email us about your order, account or any other matter, we will retain this email correspondence for up to 6 months, then delete it. This is sufficient time for any issues to be resolved and for any follow-up discussions.
As noted above, we may also record brief notes about the outcome of the email correspondence with your order to allow us to action whatever we have agreed.
We use AddToAny for the buttons to share your Loyalty Programme Referral Code on social media. The only information we share with them is your referral code and URL if you click one of the buttons. The AddToAny Terms of Service are available at https://www.addtoany.com/terms.
All the personal data we hold is stored in the United Kingdom.
Our web servers are in a secure data centre in Hemel Hempstead. Backups are stored on backup systems in secure data centres in Maidenhead and London Docklands.
Emails and paperwork are stored in our offices in Hereford. Any correspondence with our webmaster is stored at his office in Cardiff.
If you want to delete our cookies from your system please refer to the online help or website of the web browser you are using for appropriate instructions.
If you have created an account, you can access most of the personal information we hold by logging into your account and checking the various sections. You can also correct and update your details there.
If you have not created an account or wish to obtain the full personal information we hold, please email us at email@example.com. We will gather the information and send it as PDF files by email within 30 days of your request. There will be no charge for this.
If having received this full information you require any corrections, please email us again at firstname.lastname@example.org. We will carry out the requested changes and send you the corrected parts only as PDF files by email within 30 days of your request. There will be no charge for this.
If you wish to have all your personal information deleted from our systems, please email us at email@example.com. We will carry out the requested deletions and confirm by email within 30 days of your request. There will be no charge for this.
If you wish to find out what personal information any of the third parties mentioned above hold about you, request corrections or deletion, please refer to their privacy policies and contact them as appropriate. We cannot act on your behalf because they will only accept your request directly from you.