FAQs

We have designed Pura nappies slightly differently to suit different stages of your baby's development based on their size and weight. Getting the right size of nappy is really important to keep your baby comfortable and to prevent leaks. Nappies sizes relate to the weight of your baby. Follow our size guide here

Check that the nappy is fastened properly, not too tight but not too loose, by testing that you can fit two fingers inside the waistband.  If the nappy doesn't cover your baby's bottom, regularly becomes soaking wet, or you see red marks or signs of chafing on your baby's skin, this may mean the nappy is too small for your baby and it's time to move up to the next nappy size.

Follow our size guide here

Getting the right size of nappy is really important to keep your baby comfortable and to prevent leaks. Nappies sizes relate to the weight of your baby.

When putting the nappy on your baby, make sure the material around their legs and bottom is sat properly, ensuring it isn't caught or folded inside by running your fingers along the leg cuffs. Check that it's fastened properly, not too tight but not too loose, by testing that you can fit two fingers inside the waistband.

Follow our size guide here

Our size one and size two nappies contain a wetness indicator at the front of the nappy. The indicator line is yellow when dry and turns to blue when wet.

Pura nappies are available via mypura.com, amazon.co.uk, Tesco, Ocado and Morrisons.

Yes our nappies are great for keeping your baby dry overnight. Our larger sizes (3-7) provide up to 12 hours protection from leaks, so can be used overnight.

Yes. All of our nappies are designed for use on delicate babies’ skin. Our size 1-2 nappies are designed to protect newborn skin with no nasties or toxins. They feature a colour-changing wetness indicator, so you’ll know when to change the nappy, and a special contoured shape around the belly to protect the umbilical cord area.

We’ll let you be the judge of that! Our nappies have been thoroughly tested to ensure they have great absorbency with up to 12 hours of protection from leaks. They include patented magical channels and a super absorbent core to keep wee locked in, as well as a stretchy waistband and leg cuffs to help prevent leaks - so your baby is happy and dry for longer.

Yes. Our nappies are hypoallergenic and have been certified by Allergy UK. They are made without fragrance, chlorine and other toxins of concern on the Environmental Working Group's list. They are gentle on sensitive, newborn and eczema-prone skin.

Where possible, we have replaced non-renewable materials with alternatives from renewable sources - using plant-based materials wherever possible. The absorbent core is made from natural wood fibers and other absorbent materials. The packaging is also made from sustainably-sourced paper and can be easily recycled at home.

Our nappies are also produced using green electricity and can be recycled wherever nappy recycling is available.

Our nappies are made from a combination of plant-based and plastic materials. All of our nappies are made without fragrance, chlorine and other toxins. Where possible, we’ve replaced non-sustainable materials with lower impact materials such as wood pulp from sustainably managed forests in the absorbent core of our nappies. Our packaging is made from paper, so it's easier to recycle.

Here's a full list of our ingredients: Polyacrylate polymer (SAP), wood cellulose (pulp), polypropylene, plant-based polyethylene, polyester, polyethylene, thermoplastic polymer (adhesive), calcium carbonate, elastomeric polymer, cotton, elastane, pigment-based ink.

No. Like all disposable nappies, ours contain plastic which is integral to their performance. We are working with our suppliers to continuously innovate and with our partner NappiCycle to look at how we can make nappies more sustainable in terms of their recyclability. You can read more about this here.

Totally chlorine free (TCF) means that our nappies are processed without any chlorine at all. That’s 0% chlorine and 0% chlorine derivatives. It is a much safer process because it uses oxygen, peroxide, or ozone-based bleaching systems and these don’t generate dioxins, which can be harmful to health. The production process is gentler on natural resources and the planet too.

Some nappies are marked ECF (Elemental Chlorine Free). This means that elemental chlorine is not used to bleach the pulp, but a chlorine compound is used during the bleaching process. Specifically, chlorine dioxide is used. This produces fewer dioxins compared to older bleaching technologies like elemental chlorine gas. TCF stands for "totally chlorine free" and means that your nappies are processed without any chlorine at all.

Our nappies are:

• Allergy UK certified
• Dermatologically tested
• OEKO-TEX® Standard 100 certified
  
  
  
  
  
  
  
  
  
  
  
  

We have designed our Pura nappy pants to suit different stages of your baby's development based on their size and weight. Getting the right size nappy pant is really important to keep your baby comfortable and to prevent leaks. Nappy pants sizes relate to the weight of your baby. Follow our size guide here

To make it easier to tell the back and front, the back has the word "back" written on it.

Simply tear both sides of the pants, keeping the mess at the bottom, and slide the nappy pant out from your baby’s legs. Clean your little one as usual.

There is no specific rule as to when your little one can start using nappy pants, but if they’re showing signs of getting ready to potty train or if nappy changes with regular nappies are becoming increasingly difficult due your little one wriggling or crawling away, these are all signs your little one is ready to try nappy pants.         

Yes! Our nappy pants will keep your little one as dry as our regular nappies and leak free for up to 12 hours.

Yes our pants are great for keeping your tot dry overnight. They provide up to 12 hours protection from leaks and are designed to keep your little one comfy and dry.

Our pants are made from a combination of plant-based and plastic materials. All of our nappies and pants are made without fragrance, chlorine and other toxins. Where possible, we’ve replaced non-sustainable materials with lower impact materials such as wood pulp from sustainably managed forests in the absorbent core of our nappies. Our packaging is made from paper, so it's easier to recycle.

Here's a full list of our ingredients: Materials: polyacrylate polymer (SAP), wood cellulose (pulp), polypropylene, plant-based polyethylene, polyester, polyethylene, thermoplastic polymer (adhesive), calcium carbonate, cotton, elastane, pigment-based ink

Yes. Our pants are hypoallergenic and have been certified by Allergy UK. They are made without fragrance, chlorine and other toxins of concern on the Environmental Working Group's list. They are gentle on sensitive and eczema-prone skin.

Where possible, we have replaced non-renewable materials with alternatives from renewable sources - using plant-based materials wherever possible. The absorbent core is made from natural wood fibers and other absorbent materials. The packaging is also made from sustainably-sourced paper and can be easily recycled at home.

Our pants are also produced using green electricity and can be recycled wherever nappy recycling is available.

No. Like all disposable nappies and nappy pants, ours contain plastic which is integral to their performance. We are working with our suppliers to continuously innovate and with our partnerNappiCycleto look at how we can make nappies more sustainable in terms of their recyclability. You can read more about this here.

Totally chlorine free (TCF) means that our pants are processed without any chlorine at all. That’s 0% chlorine and 0% chlorine derivatives. It is a much safer process because it uses oxygen, peroxide, or ozone-based bleaching systems and these don’t generate dioxins, which can be harmful to health. The production process is gentler on natural resources and the planet too.

Some nappies and pants are marked ECF (Elemental Chlorine Free). This means that elemental chlorine is not used to bleach the pulp, but a chlorine compound is used during the bleaching process. Specifically, chlorine dioxide is used. This produces fewer dioxins compared to older bleaching technologies like elemental chlorine gas. TCF stands for "totally chlorine free" and means that your nappies and pants are processed without any chlorine at all.

Our nappies are:

• Allergy UK certified
• Dermatologically tested
• OEKO-TEX® Standard 100 certified

Pura nappy pants are available via mypura.com, amazon.co.uk, Tesco, Ocado and Morrisons.

Some nappies and pants are marked ECF (Elemental Chlorine Free). This means that elemental chlorine is not used to bleach the pulp, but a chlorine compound is used during the bleaching process. Specifically, chlorine dioxide is used. This produces fewer dioxins compared to older bleaching technologies like elemental chlorine gas. TCF stands for "totally chlorine free" and means that your pants are processed without any chlorine at all.

Yes - our cloud-soft wipes are super gentle and designed to protect the most delicate of skins. They’re Allergy UK certified and EWG VERIFIED™ and contain 99% water and organic aloe vera.

Yes! Our wipes have been independently verified by Allergy UK and the British Skin Foundation. They are suitable for use on sensitive and eczema-prone skin.

Yes. They are verified by The Environmenta Working Group to be made without the toxins and chemicals of concern as defined by EWG Verified standards.

Aqua (99% water), Aloe barbadensis leaf juice (organic aloe vera), Glycerin, Levulinic acid, Sodium levulinate, Sodium benzoate, Disodium cocoamphodiacetate, Potassium sorbate, Sodium chloride.

Yes! Our wipes are made with 99% water and organic aloe vera.

Pura Baby Wipes (the green packs) are not flushable and should always be binned, not flushed, after use.

Pura flushable Toddler Wipes (the blue packs) and Flushable Toilet Wipes are safe to flush. In our flushable wipes, we use a special blend of short and long plant-based fibres, helping them break apart easily when flushed. They have passed rigorous independent testing by the Water Research Centre (WRc), meeting the Water Industry Standard (WIS 4-02-06) defined by Water UK.

While our flushable wipes are safe to flush in systems connected to mains sewers (if you follow the instructions on pack to only flush one at a time) we don't recommend using for systems with septic tanks or macerators.

Designed for delicate skin, Pura wipes offer cloud-like softness, enhanced cleaning and thoughtful manufacturing, all in one gentle wipe.

Made in the UK, Pura baby wipes are completely plastic-free and made from responsibly-sourced, plant-based fibres and carefully selection lotion ingredients. Our cloth’s three-layer design works to maximise cleaning performance while staying soft against baby’s skin. The innovative structure helps lock moisture into the wipe, preventing drips and waste, while releasing just the right amount of lotion when you need it.

The gentle lotion is made with 99% water and organic aloe vera, helping to soothe and protect skin during changes. Free from toxins and chemicals of concern on EWG’s list like chlorine, perfume, and alcohol, they’re also certified by Allergy UK and British Skin Foundation - giving you complete peace of mind with every single wipe.

Pura baby wipes are also Vegan Society certified. Gentle on skin, effective on mess, and thoughtfully made, Pura Baby Wipes are a change parents can feel good about.

Created with the planet in mind, our baby wipes are made from sustainably sourced plant-based fibres and are Vegan Society certified and cruelty-free. Pura is also proud to be a B Corp, using our business as a force for good.

Pura carefully selects the ingredients we use in our products to ensure they meet the highest standards of health, safety and environment. You will never find toxins like chlorine, perfume, parabens, phthalates, alcohol, forever chemicals or other chemicals of concern in our products.

Our wipes are:

• British Skin Foundation approved
• EWG Verified
• Allergy UK Certified
• Vegan Certified

Pura wipes are available via mypura.com, amazon.co.uk, Boots, Tesco, Ocado and Morrisons.

Want to change how often you receive your deliveries? No problem! Just sign in to your mypura.com account and click Manage Subscriptions. Select the subscription you want to change and click Manage This Subscription. Towards the bottom of the page you will see an option to increase or decrease your frequency using the +/- buttons. Once you you've selected the frequency you would like, click Save Changes and your delivery frequency will be changed.

Don't see a delivery frequency that works for you? See How to Change Your Delivery Date To A Specific Date in our subscriptions FAQs or send us an email: hello@mypura.com with your ideal delivery frequency and we will be happy to help!

If you want to add another of our products to your subscription, simply sign in to your mypura.com account and click Manage Subscriptions. Towards the bottom of the page in the You May Also Like section, click Browse all products. 

On this page you can now add the items you would like to your subscription by using the Add buttons. 

 After choosing your preferred quantity and frequency, select Add To Order. The new subscription will then show in your active subscription summary.

It's simple! Sign in to your mypura.com account and select Manage Subscriptions. Select the subscription you want to change and click Manage this subscription. 

In the drop down list under Size, you can select the size you would like to change to. Once happy with your changes, click Save Changes to save.

If you have a discount or promotional code that you want to add to your current subscription, simply sign in to your mypura.com account and click on Manage Subscriptions, under your subscription you will see an Add Discount button.

If you click this, you will then be able to add the code in the pop up box and select Apply Discount Code to apply this to your subscription.

If the discount or promotional code has a time limit, you will receive the discount on charges that are processed while the discount or promotional code is active. 

Sign in and select Manage Subscriptions, then click Subscriptions and choose the product that you would like to skip. Click Manage this subscription and then click the Skip button.

You will also need to select Yes, Skip From This Order in the pop up box to confirm the skip.

Your payment can fail for several reasons, most commonly because your card has expired or there are insufficient funds in your account.

The error will show on your subscription page. If your card has expired, simply select Please Update Your Payment Details and then fill in your new card details. Click Update Card. When you're ready to attempt payment again, simply click Retry Payment to process your order.

 Please note: We’ll automatically attempt to take payment for a subscription order for a maximum of six times. If we are unable to successfully take the payment after these attempts, your order and Pura subscription will be cancelled.

It’s really simple. You decide which Pura products you want, the quantity and frequency (for instance every two, four, six, or eight weeks) and we’ll deliver them direct to your door with our free next day delivery service.  We'll email you a few days ahead every time we are ready to despatch your next subscription order, so that you can manage it if you want to change anything.  

If you decide you’d like to take a break, we can hold your subscription for as long as you want.  If you decide to cancel your subscription you can do that easily - with one click - and there is no charge for cancelling.  You will save 20% off off our one time purchase price by ordering through our subscription service, so it makes a lot of sense to sign up.  

When you order your first subscription, your order will be processed right away. You you can select your future delivery frequency to be every, 2,3,4,5,6,7 or 8 weeks.

If you need to change this at any point, you can do so by logging into your account or send us an email to hello@mypura.com.

Orders to most UK destinations are sent on a next day delivery service with DPD. Orders placed before 3.30pm on weekdays and before 12pm on weekends will be dispatched the same day for delivery the next day.                                                                                       

All Trial Packs are shipped with Yodel on a 3-5 business day delivery service.

If your order is dispatched with DPD you receive updates from our courier by email and/or text message with a one-hour delivery time slot on the day of delivery.

Please note, for certain postcodes it will take a little longer, please see below:

*Please see below for extended delivery time to certain postcodes.

Northern Ireland (BT12)- Days

Guernsey (GY) 2-3 Days

Isle of Man (IM1 – IM9) 2-3 Days

Isle of Man PO Box (IM86 – IM89) 2-3 Days

Jersey (JE2) 3 Days

Arran (KA27) 2 Days

Argyll (FK17 – FK21) 2-3 Days

Argyll (KA28) 2 Daya

Argyll (PA20 – PA78) 2 Days

Argyll (PH30 – PH31) 2 Days

Argyll (PH34 - PH4) 2 Days

Argyll (PH49 – PH50)2 Days

Dundee (PH15 – PH18) 2 Days

Northern Highlands (AB50 – AB56) 2-3 Days

Northern Highlands (IV1 – IV63) 2 Days

Northern Highlands (HS1 – HS9) 2-4 Days

Northern Highlands (KW0 – KW14) 2 Days

Northern Highlands (PH19 – PH29) 2 Days

Northern Highlands (PH32 – PH33) 2 Days

Northern Highlands (PH45 – PH48) 2 Days

Scilly Isles (TR21 – TR25) 2-3 Days

Orkney Shetland (KW15 – KW17)2-4 Days

Orkney Shetland (ZE1 – ZE3) 2-4 Days

Please note the above days are business days 

Republic of Ireland - unfortunately we don't currently ship to the Republic of Ireland. 

We offer free, next day* delivery, 7 days a week on all subscription orders and one-time purchases.

Order before 3.30pm on weekdays or 12.00pm on weekends for free next day delivery.

*next day delivery applies to mainland UK

At the moment we only ship to the UK via mypura.com  

For Europe, Pura is available on various European Amazon sites.

In the USA, you can buy Pura at amazon.com or via Thrive Market.

We are happy to refund or exchange any order returned to Pura within 40 days of the purchase date. It is essential to ensure any products are returned in their original state, original packaging and are unused.

If you would like to return products, please contact us at hello@mypura.com with your order number and the Pura team will get in touch to try to help you as best we can.

Customers may be liable for postage incurred by returning the items to us, we'll always try and handle each request fairly. Returned goods will need your order number, which can be found on your order confirmation email.

In the unlikely event that your order is incorrect, please email: hello@mypura.com quoting your order reference number and details of the problem so that we can issue you with a replacement as soon as possible.

In the unlikely event that your order is damaged or faulty, please email: Hello@mypura.com quoting your order reference number and details of the fault so that we can issue you with a replacement as soon as possible.

We have now introduced DPD Pickup to give you more delivery options when ordering products from us. Simply select the DPD Pickup option when checking out via our site and choose your nearest or preferred pickup location for the order to be sent to.

Just like with our DPD home delivery orders, we offer free next day delivery on orders placed before 3pm Weekdays and 12pm on Weekends. Once the order has been delivered to the Pickup location by DPD you will have up to 7 days to collect from your chosen store at your convenience.

Please note that DPD Pickup is only available for one-time purchases and isn't available for subscription orders.

We want to make your life simpler and don’t believe in you having to wait around for your delivery.

If you’re not going to be in then DPD will allow you to choose your preferred delivery option. Simply click ‘Show My Options’ on your DPD dispatch notification email and choose which one of the below options which works best for you:

- Leave in a designated safe space.
- Leave at specified neighbour's address.
- Deliver on a different date.
- Collect your box from a local DPD drop off point.

Once you’ve subscribed and your first bundle is dispatched, we’ll email you with your tracking number so that you can follow its journey.

Our sample packs are sent out with Royal Mail on an untracked mail service. If it has been more than seven days from the expected delivery date, please follow the advice on the ‘What if my order doesn’t arrive?’ help page.

We’re always here to lend a helping hand. Feel free to get in touch via email: hello@mypura.com or telephone: 01829 708980.

By participating in the competition, you are agreeing to these competition terms and conditions. The competition is being run by [mypura.com limited].

Eligibility to Enter

The competition is open to UK entrants over 18 years of age. [Mypura.com ltd] employees and associates are excluded from the draw.

By entering the competition, you confirm that you are eligible to do so and that you are eligible to receive any prizes that may be awarded to you. 

There is a limit of one entry per person and the competition is completely free to enter.

The Prize

The prize is non-transferable and non-exchangeable, and no cash alternatives will be provided.

[mypura.com ltd's] decision on any aspect of the competition is final and binding, and no correspondence will be entered into about it.

Data Protection and Publicity

You agree that any personal information that you provide when entering the competition will be used by [mypura.com ltd] for the purposes of administering the competition and for the other purposes as specified in our Privacy Policy.

All entrants may request information on the winning participant by emailing hello@mypura.com.

If requested by Pura, the winner agrees to release their first name to the promoter.

The winner's first name and country of residence will be announced on Pura’s website and social media channels.

Limitation of Liability

[mypura.com Ltd] accepts no liability for any damage, loss, injury, or disappointment suffered by any entrants as a result of participating in the competition or being selected for a prize.

General

[mypura.com ltd] reserves the right, at any time and without prior notice, to cancel the competition or amend these terms and conditions.

Introduction

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To enjoy 20% off all orders

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With free shipping on all orders

Award-Winning range

As voted by real parents

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Welcome to MyPura.com’s privacy notice.

MyPura.com Limited (“MyPura”) respects your privacy and is committed to protecting your personal data. This privacy notice will inform you as to how we look after your personal data when you visit our website (regardless of where you visit it from) and tell you about your privacy rights and how the law protects you.

This privacy notice is provided in a layered format so you can click through to the specific areas set out below. Please also use the Glossary to understand the meaning of some of the terms used in this privacy notice.

Purpose of this privacy notice

This privacy notice aims to give you information on how MyPura collects and processes your personal data through your use of this website, including any data you may provide through this website when you purchase a product or set up a subscription for any of our products, sign up to our newsletter, take part in a competition or contact us online.  

This website is not intended for children.

It is important that you read this privacy notice together with any other privacy notice or fair processing notice we may provide on specific occasions when we are collecting or processing personal data about you so that you are fully aware of how and why we are using your data. This privacy notice supplements other notices and privacy notices and is not intended to override them.

Controller

MyPura.com Limited is the controller and responsible for your personal data (collectively referred to as “MyPura”, "we", "us" or "our" in this privacy notice).

We have appointed a data privacy manager who is responsible for overseeing questions in relation to this privacy notice. If you have any questions about this privacy notice, including any requests to exercise your legal rights, please contact the data privacy manager using the details set out below.

Contact details

Our full details are:

Full name of legal entity: MyPura.com Limited

Name or title of Data Privacy Manager: Lucy Jones 

Email address: hello@mypura.com

Postal address: 3 Worley Court, Bolesworth Road, Tattenhall, Chester CH3 9HW

You have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.

Changes to the privacy notice and your duty to inform us of changes

We keep our privacy notice under regular review. This version was last updated in April 2020 and historic versions can be obtained by contacting us on the details above.

It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

Third-party links

This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.

Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).

We may collect, use, store and transfer different kinds of personal data about you or about the child you are purchasing our products for. The personal data we collect can be grouped together as follows:

• Identity Data includes your first name, maiden name, last name, username or similar identifier, marital status, title, date of birth and gender. We may also collect Child Identity Data which includes first name, age or birthday in relation to the child who our products are bought for.
• Contact Data includes billing address, delivery address, email address and telephone numbers.
• Financial Data includes bank account and payment card details.
• Transaction Data includes details about payments to and from you, the length or frequency of any subscription period for our products or your previous subscription periods and other details of products you have purchased from us.
• Technical Data includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform, and other technology on the devices you use to access this website.
• Profile Data includes your username and password, purchases or orders made by you or subscriptions arranged by you, your interests, preferences, feedback and survey responses.
• Usage Data includes information about how you use our website, products and services.
• Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.
• Refer a Friend We may receive personal data about you via our Refer a friend scheme. When the referrer provides mypura.com with a referred’ friends email address, the referrer is confirming that they have obtained your consent to do so.

We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose.  Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.

We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health, and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.

If you fail to provide personal data

Where we need to collect personal data by law, or under the terms of a contract we have with you, and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with products).  In this case, we may have to cancel a product you have with us but we will notify you if this is the case at the time.

HOW IS YOUR PERSONAL DATA COLLECTED?

• Direct interactions. You may give us your Identity, Child Identity, Contact and Financial Data by filling in forms or by corresponding with us via the website, by post, phone, email or otherwise. This includes personal data you provide when you:
• purchase our products or set up a subscription service for our products;
• create an account on our website;
• subscribe to our publications;
• request marketing to be sent to you;
• correspond with us about products you have purchased;
• enter a competition, promotion or survey; or
• give us feedback or contact us.

It is up to you whether or not you want to provide us with Child Identity Data and your choice of whether or not you provide such data will not affect the products that you purchase from us. If you choose not to provide us with Child Identity Data, then this may mean we will not be able to provide you with personalised marketing communications or tailored promotions (see How We Use Your Personal Data below).

• Automated technologies or interactions. As you interact with our website, we may automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies, server logs and other similar technologies. We may also receive Technical Data about you if you visit other websites employing our cookies. Please see our Cookie Policy for further details.
• Third parties or publicly available sources. We may receive personal data about you from various third parties and public sources as set out below:

Technical Data from the following parties:

• analytics providers such as Google based outside the EU;
• advertising networks Google/Amazon/Facebook/Instagram/WhatsApp based outside the EU;
• search information providers such as Google based outside of the EU.
• Contact, Financial and Transaction Data from providers of technical, payment and delivery services such as Stripe Inc. based outside the EU.

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

• Where we need to perform the contract we are about to enter into or have entered into with you.
• Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.
• Where we need to comply with a legal or regulatory obligation.

Generally, we do not rely on consent as a legal basis for processing your personal data other than in relation to sending third party direct marketing communications to you via email or text message. You have the right to withdraw consent to marketing at any time by contacting us.

Purposes for which we will use your personal data

We have set out in the table below a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate.

Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your personal data. Please contact us if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out in the table below.

Purpose/Activity

Type of data

Lawful basis for processing including basis of legitimate interest

To register you as a new customer

(a) Identity

(b) Contact

Performance of a contract with you

To process and deliver your order including:

(a) Manage payments, fees and charges

(b) Collect and recover money owed to us

(a) Identity

(b) Contact

(c) Financial

(d) Transaction

(e) Marketing and Communications

(a) Performance of a contract with you

(b) Necessary for our legitimate interests (to recover debts due to us)

To manage our relationship with you which will include:

(a) Notifying you about changes to our terms or privacy notice

(b) Asking you to leave a review or take a survey

(a) Identity

(b) Contact

(c) Profile

(d) Marketing and Communications

(a) Performance of a contract with you

(b) Necessary to comply with a legal obligation

(c) Necessary for our legitimate interests (to keep our records updated and to study how customers use our products)

To enable you to partake in a prize draw, competition or complete a survey

(a) Identity

(b) Contact

(c) Profile

(d) Usage

(e) Marketing and Communications

(a) Performance of a contract with you

(b) Necessary for our legitimate interests (to study how customers use our products, to develop them and grow our business)

To administer and protect our business and this website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data)

(a) Identity

(b) Contact

(c) Technical

(a) Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise)

(b) Necessary to comply with a legal obligation

To deliver relevant website content and advertisements to you and measure or understand the effectiveness of the advertising we serve to you

(a) Identity

(b) Contact

(c) Profile

(d) Usage

(e) Marketing and Communications

(f) Technical

Necessary for our legitimate interests (to study how customers use our products, to develop them, to grow our business and to inform our marketing strategy)

To use data analytics to improve our website, products/services, marketing, customer relationships and experiences

(a) Technical

(b) Usage

Necessary for our legitimate interests (to define types of customers for our products, to keep our website updated and relevant, to develop our business and to inform our marketing strategy)

To make suggestions and recommendations to you about goods or services that may be of interest to you

(a) Identity

(b) Contact

(c) Technical

(d) Usage

(e) Profile

(f) Marketing and Communications

Necessary for our legitimate interests (to develop our products and grow our business)

Refer a friend

(a) Contact

Lawful basis of processing

Marketing

We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising.

Promotional offers from us

We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you (we call this marketing).

You will receive marketing communications from us if you have requested information from us or purchased goods from us or if you provided us with details when you entered a competition or registered for a promotion and, in each case, you have not opted out of receiving that marketing.

Third-party marketing

We will get your express opt-in consent before we share your personal data with any third parties for marketing purposes.

Opting out

You can ask us or third parties to stop sending you marketing messages at any time by following the opt-out links on any marketing message sent to you or by contacting us at any time.

Where you opt out of receiving these marketing messages, this will not apply to personal data provided to us as a result of a product purchase or other transactions.

Cookies

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies.  If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly.  For more information about the cookies we use, please see our Cookie Policy.

Change of purpose

We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.

If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.

Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

Some of our external third parties may either be based outside of the EEA or may transfer personal data as part of their processing outside of the EEA in accordance with this section.

If your personal data is transferred out of the EEA, we will ensure a similar degree of protection is afforded to your personal data by ensuring at least one of the following safeguards is implemented:

• We will only transfer your personal data to countries that have been deemed to provide an adequate level of protection for personal data by the European Commission. For further details, see European Commission: Adequacy of the protection of personal data in non-EU countries.
• Where we use certain service providers, we may use specific contracts approved by the European Commission which give personal data the same protection it has in Europe. For further details, see European Commission: Model contracts for the transfer of personal data to third countries.
• Where we use providers based in the US, we may transfer data to them if they are part of the Privacy Shield which requires them to provide similar protection to personal data shared between Europe and the US. For further details, see European Commission: EU-US Privacy Shield.

In addition to the above, our external third parties may transfer personal data outside of the EEA to its group companies under a set of rules that will protect the transfer of your personal data between its group of companies. These rules are called “binding corporate rules”. For further details, see European Commission: Binding corporate rules.

Please contact us if you want further information on the specific mechanism used by us when transferring your personal data out of the EEA.

We may have to share your personal data with the parties set out below for the purposes set out in the table in paragraph 4 above.

• Internal Third Parties as set out in the Glossary.
• External Third Parties as set out in the Glossary.
• Specific third parties such as Shopify International Limited, Recharge Inc, Stripe Inc, to process, administer payments and KB Transport Solutions Limited, DPD Group, Royal Mail to deliver your product to you.
• Third parties to whom we may choose to sell, transfer or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them.  If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy notice.

We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed.  In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

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

How long will you use my personal data for?

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting or reporting requirements. We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.

To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal, accounting or other requirements.

By law we have to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for 6 years after they cease being customers for tax purposes.

In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes, in which case we may use this information indefinitely without further notice to you.

Under certain circumstances, you have rights under data protection laws in relation to your personal data.  Please click on the links below to find out more about these rights:

• Request access to your personal data.
• Request correction of your personal data.
• Request erasure of your personal data.
• Object to processing of your personal data.
• Request restriction of processing your personal data.
• Request transfer of your personal data.
• Right to withdraw consent.

If you wish to exercise any of the rights set out above, please contact us.

No fee usually required

You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.

What we may need from you

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights).  This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it.  We may also contact you to ask you for further information in relation to your request to speed up our response.

Time limit to respond

We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests.  In this case, we will notify you and keep you updated.

LAWFUL BASIS

Legitimate Interest means the interest of our business in conducting and managing our business to enable us to give you the best service/product and the best and most secure experience.  We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests.  We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law).  You can obtain further information about how we assess our legitimate interests against any potential impact on you in respect of specific activities by contacting us.

Performance of Contract means processing your data where it is necessary for the performance of a contract to which you are a party or to take steps at your request before entering into such a contract.

Comply with a legal or regulatory obligation means processing your personal data where it is necessary for compliance with a legal or regulatory obligation that we are subject to.

THIRD PARTIES

External Third Parties:

• Professional advisers acting as processors or controllers including lawyers, bankers, auditors and insurers based in the United Kingdom who provide consultancy, banking, legal, insurance and accounting services.
• HM Revenue & Customs, regulators and other authorities acting as processors or joint controllers based in the United Kingdom who require reporting of processing activities in certain circumstances.
• Service and Product Review providers, including Trustpilot and Yotpo.  

YOUR LEGAL RIGHTS

You have the right to:

Request access to your personal data (commonly known as a "data subject access request"). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.

Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.

Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.

Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.

Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios: (a) if you want us to establish the data's accuracy; (b) where our use of the data is unlawful but you do not want us to erase it (c) where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or (d) you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.

Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.

Withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.