1. Who We Are

Nicol Retailer Limited is responsible for the personal information we collect and use through our website and customer services.

In this Privacy Policy, “we”, “us” and “our” refer to Nicol Retailer Limited. “You” and “your” refer to customers, website visitors, account holders and anyone who communicates with us.

This policy applies when you browse our website, create an account, place an order, contact us, use live chat, request a refund, leave a review, take part in a promotion or otherwise interact with Nicol Retailer Limited.

2. Personal Information We May Collect

We may collect different types of personal information depending on how you use our website and services.

We do not intentionally collect special category personal data unless you choose to provide it to us, for example where you voluntarily provide information about allergies, dietary needs, accessibility requirements or product suitability.

3. How We Use Your Personal Information

We use your personal information to operate our website, provide our products and services, deal with your orders and manage our relationship with you.

• to create and manage your customer account;
• to process, confirm and fulfil your orders;
• to arrange delivery, collection, returns, refunds and replacements;
• to process payments, refunds and payment disputes;
• to verify transactions and help prevent fraud or unauthorised activity;
• to provide customer support through live chat or other contact channels;
• to respond to enquiries, complaints, refund queries and product issues;
• to send order confirmations, delivery updates and service messages;
• to improve our website, products, service levels and customer experience;
• to manage reviews, promotions, competitions and surveys;
• to send marketing communications where permitted by law;
• to comply with legal, tax, accounting, product safety and regulatory obligations;
• to protect our business, website, customers and systems.

4. Lawful Basis for Processing

We only process your personal information where we have a lawful basis under UK data protection law.

5. Payments and Payment Processors

When you place an order, payment may be made using the payment methods shown at checkout. These may include debit card, credit card, PayPal, Stripe, Google Pay and Apple Pay, where available.

Payments are processed securely by third-party payment providers, which may include PayPal, Stripe, Google Pay and Apple Pay. We do not store your full card details on our website.

Payment processors may collect, use and process your information in accordance with their own privacy policies, security checks, fraud prevention processes and payment processing terms.

6. Who We Share Your Information With

We may share your personal information where necessary to operate our website, fulfil your order, provide customer support, process payments, comply with the law or protect our business.

This may include sharing information with:

• payment processors, including PayPal, Stripe, Google Pay and Apple Pay;
• banks, card providers and fraud prevention services;
• delivery companies, couriers and postal services;
• website hosting providers, IT providers, software providers and security service providers;
• live chat and customer support platforms;
• email, SMS, review and customer communication platforms;
• professional advisers, including accountants, legal advisers and insurers;
• HMRC, Companies House, regulators, courts, law enforcement agencies or public authorities where required;
• marketing, analytics and advertising providers where permitted by law and your preferences.

We require service providers to handle personal information securely and only for the purposes for which it has been provided.

7. Marketing Communications

We may send you marketing communications about our products, offers, promotions and services where you have consented or where we are otherwise permitted to do so under applicable law.

You can opt out of marketing at any time by using the unsubscribe option in marketing messages, updating your preferences where available, or contacting us through live chat.

Even if you opt out of marketing, we may still send important service communications, including order confirmations, delivery updates, account notices, payment updates, refund updates, product safety information and responses to your enquiries.

8. Cookies and Similar Technologies

Our website may use cookies, pixels, tags and similar technologies to make the website work, improve the shopping experience, remember preferences, analyse performance and support marketing activities.

Essential cookies

Essential cookies are needed for the website to function properly. They may support login, basket functionality, checkout, payment security, fraud prevention and website security.

Analytics and performance cookies

These help us understand how visitors use the website, which pages are visited, how the website performs and how we can improve the customer experience.

Marketing cookies

These may be used to show relevant advertising, measure campaign performance and understand customer interest in our products.

You can usually manage cookies through your browser settings and, where available, through our cookie consent tools. Blocking some cookies may affect how the website works.

9. Security of Your Information

We take reasonable technical and organisational steps to protect your personal information against unauthorised access, loss, misuse, alteration or disclosure.

These steps may include access controls, secure systems, password protection, encryption, fraud monitoring, restricted staff access and the use of trusted service providers.

No website, email system, live chat system or online transmission is completely secure. You should keep your account password confidential and contact us promptly if you believe your account has been accessed without authority.

10. How Long We Keep Your Information

We keep personal information only for as long as necessary for the purposes described in this policy, including order fulfilment, customer service, legal compliance, accounting, tax, dispute handling, fraud prevention and business record keeping.

Different retention periods may apply depending on the type of information and the reason it is held. Where information is no longer required, we will delete it, anonymise it or securely archive it where appropriate.

11. International Transfers

Some of our service providers may process personal information outside the United Kingdom. Where this happens, we will take appropriate steps to protect your information in accordance with UK data protection law.

This may include using approved contractual safeguards, adequacy arrangements or other lawful transfer mechanisms.

12. Your Data Protection Rights

Subject to certain legal limits, you may have the following rights in relation to your personal information:

• the right to access the personal information we hold about you;
• the right to correct inaccurate or incomplete information;
• the right to request deletion of your information;
• the right to restrict how we use your information;
• the right to object to certain processing activities;
• the right to withdraw consent where processing is based on consent;
• the right to data portability in certain circumstances;
• the right to complain to the Information Commissioner’s Office.

We may need to verify your identity before responding to a rights request. We may also be unable to comply with a request where we need to retain information for legal, tax, accounting, fraud prevention, chargeback, refund, dispute resolution or product safety purposes.

13. Complaints

If you are unhappy with how we have handled your personal information, please contact us first through live chat so that we can review the matter and try to resolve it.

You also have the right to complain to the UK Information Commissioner’s Office.

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113

14. Updates to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business, website, payment providers, live chat tools, cookies, legal obligations or data protection practices.

The latest version will be published on this page. Please check this page periodically to ensure you understand how we use your personal information.

This Privacy Policy was reviewed on 8 August 2026.