Privacy Policy
Last updated: July 2026
1. About this Privacy Policy
1.1 Your privacy matters to us.
1.2 This Privacy Policy explains how Pillow Wad Limited collects, uses, stores and protects your personal information when you visit our website, place an order, create a customer account, contact us or otherwise interact with us.
1.3 We are committed to handling your personal information responsibly, transparently and in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and all other applicable data protection laws.
1.4 This Privacy Policy explains:
- what personal information we collect;
- how we collect it;
- how and why we use it;
- who we may share it with;
- how long we keep it; and
- the rights you have in relation to your personal information.
1.5 This Privacy Policy applies to visitors to our website, customers, prospective customers and anyone who contacts us regarding our products or services.
1.6 Our website is intended for customers within Great Britain. If you access our website from outside Great Britain, please be aware that your personal information will be processed in accordance with this Privacy Policy.
2. Who We Are
2.1 Pillow Wad Limited is the data controller responsible for the personal information collected through our website and during the course of our business.
2.2 Throughout this Privacy Policy, “Pillow Wad”, “we”, “us” and “our” refer to Pillow Wad Limited.
2.3 If you have any questions about this Privacy Policy or how we handle your personal information, please contact us using the details below.
Post
Pillow Wad LimitedRookery FarmHinton-in-the-HedgesBrackleyNorthamptonshireNN13 5NF
Telephone
01280 703055
2.4 We have a member of our team responsible for data protection and privacy compliance. If you have any questions or concerns about how we handle your personal information, we encourage you to contact us first and we will do our best to resolve them.
2.5 You also have the right to make a complaint to the Information Commissioner’s Office (ICO), the UK’s independent authority for data protection.
3. Changes to this Privacy Policy
3.1 We may update this Privacy Policy from time to time to reflect changes in the law, our business or the way we process personal information.
3.2 The latest version will always be published on our website. The “Last updated” date at the top of this Privacy Policy shows when it was most recently revised.
3.3 We encourage you to let us know if any of your personal information changes so we can keep our records accurate and up to date.
4. The Personal Information We Collect
4.1 The personal information we collect depends on how you interact with us, for example whether you place an order, create a customer account, contact us or simply browse our website.
4.2 The types of personal information we may collect include:
| Type of information | Examples |
| Identity information | Your name, title and, where applicable, your company name. |
| Contact information | Billing address, delivery address, email address and telephone number. |
| Account information | Login details and account preferences if you create a customer account on our website. |
| Order information | Details of the products you purchase, your order history, payment status, delivery information and communications relating to your order. |
| Payment information | Payment details required to process your order. Card payments are processed securely by our payment providers and we do not store your full payment card details. |
| Technical information | Your IP address, browser type, operating system, device information and other technical information collected when you visit our website. |
| Website usage information | Information about how you use our website, including pages visited, products viewed and how you navigate our website. |
| Marketing preferences | Whether you have chosen to receive marketing communications from us and your communication preferences. |
| Customer communications | Information you provide when contacting us by email, telephone, post, social media, our website contact form or by any other means. |
4.3 We also collect anonymous statistical information that does not identify you personally. This helps us understand how customers use our website so we can improve our products, services and overall customer experience.
4.4 Where anonymous information is combined with personal information in a way that could identify you, we will treat it as personal information and protect it in accordance with this Privacy Policy.
Information We Do Not Intentionally Collect
4.5 We do not intentionally collect special category personal information, such as information relating to your health, ethnicity, religious beliefs, political opinions, trade union membership, sexual orientation or biometric data.
4.6 We also do not intentionally collect information relating to criminal convictions or offences.
Children
4.7 Our website and products are intended for adults. We do not knowingly collect personal information from children under the age of 18.
4.8 If you believe a child has provided us with personal information, please contact us so we can investigate and, where appropriate, delete that information.
If You Do Not Provide Personal Information
4.9 In some circumstances we need certain personal information to process your order, deliver your products, respond to your enquiry or comply with our legal obligations.
4.10 If you choose not to provide information that is necessary for these purposes, we may be unable to supply the products or services you have requested.
5. How We Collect Your Personal Information
5.1 We collect personal information in a number of different ways, depending on how you interact with us.
When You Place an Order
5.2 When you purchase products from us, we collect the information needed to process your order, take payment, arrange delivery and provide customer support.
5.3 This may include your name, billing and delivery addresses, email address, telephone number, details of the products you purchase and payment information.
When You Create a Customer Account
5.4 You may choose to create a customer account on our website using WooCommerce.
5.5 Creating an account allows you to view previous orders, manage your account details, save delivery addresses and enjoy a faster checkout experience.
5.6 You can update or delete your account at any time. However, we may still need to retain certain information where required by law or for legitimate business purposes.
When You Contact Us
5.7 If you contact us by email, telephone, post, social media or through our website contact form, we will collect the information you choose to provide.
5.8 We use this information to respond to your enquiry, provide customer support, deal with complaints and otherwise communicate with you.
When You Subscribe to Marketing
5.9 If you choose to receive marketing communications from us, we will collect your name, email address and your marketing preferences.
5.10 Our marketing communications are managed through Klaviyo. You can unsubscribe at any time by clicking the unsubscribe link included in any marketing email or by contacting us directly.
5.11 We will only send you marketing communications where we have your consent or another lawful basis to do so.
5.12 When you visit our website, certain technical information is collected automatically.
5.13 This may include your IP address, browser type, device information, operating system, pages visited and how you interact with our website.
5.14 We use this information to improve website performance, understand how visitors use our website, enhance security and improve the overall customer experience.
5.15 Some of this information is collected using cookies and similar technologies.
5.16 For more information about the cookies we use and how you can manage your cookie preferences, please see our separate Cookie Policy.
Analytics
5.17 We use Google Analytics and similar analytical tools that we may introduce from time to time to help us understand how visitors use our website.
5.18 These services provide anonymous statistical information that helps us improve our website, products and customer experience. Wherever possible, this information is aggregated and is not used to identify individual visitors.
Customer Reviews
5.19 After purchasing from us, you may receive an invitation to leave a product or service review.
5.20 We currently use Reviews.io to manage customer reviews. If you choose to leave a review, your personal information will be processed in accordance with both this Privacy Policy and the privacy policy of the relevant review platform.
Social Media
5.21 If you interact with Pillow Wad through social media platforms, such as by sending us a message or commenting on our content, we may receive personal information that you choose to share with us.
5.22 Your use of those platforms is also governed by the privacy policies of the relevant social media provider.
Information from Other Sources
5.23 In limited circumstances, we may receive personal information from trusted third parties.
5.24 For example, we may receive publicly available business information from Companies House where you are purchasing on behalf of a business, or technical information from service providers that help us operate, secure and improve our website.
6. How We Use Your Personal Information
6.1 We will only use your personal information where we have a lawful basis to do so.
6.2 In most cases, we use your personal information because it is necessary to fulfil your order, respond to your enquiries, manage our relationship with you or comply with our legal obligations.
6.3 In some circumstances, we may also process your personal information where it is in our legitimate business interests to do so, provided your rights and freedoms do not override those interests.
6.4 Where we rely on your consent, you may withdraw that consent at any time.
6.5 The table below explains the main ways we use your personal information and the lawful basis we rely upon.
| Purpose | Examples | Lawful Basis |
| Processing and delivering your order | Taking payment, preparing your order, arranging delivery and keeping you informed about your purchase. | Performance of a contract |
| Managing your customer account | Allowing you to access your account, view previous orders and update your account details. | Performance of a contract |
| Providing customer service | Responding to enquiries, resolving complaints, processing returns and providing after-sales support. | Performance of a contract and our legitimate interests |
| Managing payments and preventing fraud | Processing payments, verifying transactions and protecting our business and customers against fraudulent activity. | Performance of a contract, legal obligation and our legitimate interests |
| Improving our website and services | Analysing website usage, improving website functionality, identifying technical issues and enhancing the customer experience. | Our legitimate interests |
| Sending marketing communications | Sending newsletters, product updates, special offers and other marketing communications where you have agreed to receive them or where we are otherwise permitted by law. | Consent or, where applicable, our legitimate interests |
| Requesting customer reviews | Inviting you to review your purchase so other customers can benefit from your experience. | Our legitimate interests |
| Meeting our legal obligations | Maintaining accounting records, responding to legal requests and complying with tax, consumer protection and other legal requirements. | Legal obligation |
| Protecting our business | Enforcing our legal rights, recovering debts, defending legal claims and protecting the security of our business, customers and website. | Our legitimate interests and, where applicable, legal obligation |
6.6 We will only use your personal information for the purpose for which it was originally collected unless we reasonably consider that another use is compatible with that purpose and permitted by law.
6.7 If we need to use your personal information for a different purpose, we will inform you where required and explain the lawful basis that allows us to do so.
7. Marketing Communications
7.1 If you choose to receive marketing communications from us, we would like to keep you informed about our products, special offers, promotions and other news that we think may be of interest to you.
7.2 We will only send you marketing communications where you have given your consent or where we are otherwise permitted to do so under applicable law.
7.3 If you subscribe to our marketing emails, we will use your name, email address and marketing preferences to send you relevant communications.
7.4 We currently use Klaviyo to manage our marketing communications. Klaviyo also provides anonymous reporting information, such as whether emails have been opened or links have been clicked. This helps us understand what information our customers find most useful and improve our communications over time.
7.5 We do not sell, rent or trade your personal information with other organisations for their marketing purposes.
7.6 You can unsubscribe from our marketing communications at any time by:
- clicking the Unsubscribe link included in any marketing email;
- updating your marketing preferences within your customer account (where available); or
- contacting us using the details provided in Section 2 of this Privacy Policy.
7.7 If you unsubscribe from marketing communications, we will still send you important service-related communications where necessary. These may include order confirmations, delivery updates, account notifications, product safety information and other communications relating to your purchases or our contractual relationship with you.
8. Sharing Your Personal Information
8.1 We only share your personal information where it is necessary to provide our products and services, comply with our legal obligations or support the legitimate operation of our business.
8.2 Depending on how you interact with us, we may share your personal information with the following categories of organisations:
| Who we may share your information with | Why we share it |
| Payment providers | To securely process payments made through our website, including Stripe, PayPal, Square and any other payment providers we may use from time to time. |
| Delivery and fulfilment providers | To prepare, dispatch and deliver your orders using the courier and delivery services we work with. |
| Website and e-commerce providers | To operate, maintain and support our website, customer accounts and online store, including WooCommerce and any replacement or additional e-commerce platforms we may use. |
| Order management providers | To help us process, manage and fulfil customer orders using systems such as InXpress, Veeqo or any replacement order management platform we may use. |
| Marketing and customer communication providers | To manage email marketing, customer communications and related services through providers such as Klaviyo or any replacement or additional marketing platforms we may use. |
| Customer review providers | To invite customers to leave product and service reviews through providers such as Reviews.io or any replacement or additional review platforms we may use. |
| Website analytics providers | To help us understand how visitors use our website through services such as Google Analytics or any replacement or additional analytics platforms we may use. |
| Professional advisers | Including accountants, insurers, legal advisers and other professional advisers where necessary. |
| Regulators, public authorities and law enforcement agencies | Where we are legally required to do so or where necessary to protect our legal rights, prevent fraud or comply with our legal obligations. |
8.3 We require any organisation processing personal information on our behalf to keep it secure, treat it confidentially and only use it for the purposes for which we have instructed them.
8.4 We do not allow third-party service providers to use your personal information for their own marketing purposes.
8.5 If Pillow Wad Limited is sold, reorganised, merged with another business or transfers part of its business or assets, your personal information may be transferred as part of that transaction. Any new owner will continue to use your personal information in accordance with this Privacy Policy unless you are notified otherwise.
9. International Transfers
9.1 Some of the organisations we work with may process or store personal information outside the United Kingdom.
9.2 Where this happens, we will ensure that appropriate safeguards are in place to protect your personal information and that any transfer complies with applicable data protection laws.
9.3 These safeguards may include:
- transferring personal information to countries that the UK Government has determined provide an adequate level of protection for personal information;
- using standard contractual clauses or other approved transfer mechanisms; or
- relying on another lawful transfer mechanism permitted under applicable data protection laws.
9.4 We take reasonable steps to ensure that any organisation processing personal information on our behalf applies appropriate security measures and handles your personal information in accordance with applicable data protection laws.
10. Keeping Your Personal Information Secure
10.1 We take the security of your personal information seriously and have appropriate technical and organisational measures in place to help protect it against unauthorised access, loss, misuse, alteration or disclosure.
10.2 Access to personal information is limited to employees, contractors and trusted service providers who need it to carry out their work. They are only permitted to process personal information in accordance with our instructions and are subject to appropriate confidentiality obligations.
10.3 We also work with carefully selected third-party service providers who are required to process personal information securely and in accordance with applicable data protection laws.
10.4 Although we take reasonable steps to protect your personal information, no method of transmission over the internet or electronic storage is completely secure. We therefore encourage you to take appropriate precautions when using the internet, such as choosing strong passwords and keeping your account details confidential.
10.5 If we become aware of a personal data breach that is likely to result in a risk to your rights and freedoms, we will investigate it promptly and, where required by law, notify the Information Commissioner’s Office (ICO) and any affected individuals.
11. How Long We Keep Your Personal Information
11.1 We will only keep your personal information for as long as it is reasonably necessary for the purposes for which it was collected, including to fulfil our contractual obligations, comply with legal, tax and accounting requirements, resolve disputes and protect our legal rights.
11.2 How long we keep your personal information depends on the type of information involved and the reason we collected it. For example, we may keep:
- customer account information while your account remains active;
- order and transaction records for as long as required to comply with legal, tax and accounting obligations;
- correspondence relating to enquiries, complaints or customer service matters for as long as reasonably necessary to deal with the matter and maintain appropriate business records; and
- marketing preferences until you unsubscribe or ask us to stop contacting you, although we may retain limited information to ensure your preferences continue to be respected.
11.3 When your personal information is no longer required, we will securely delete it or anonymise it so that it can no longer be linked to you.
11.4 In some circumstances, we may retain personal information for a longer period where required or permitted by law, or where it is necessary to establish, exercise or defend legal claims.
12. Automated Decision Making
12.1 Pillow Wad Limited does not use your personal information to make automated decisions or carry out automated profiling that produces legal or similarly significant effects on you.
13. Your Rights
13.1 Under applicable data protection law, you have a number of rights in relation to your personal information.
13.2 Depending on the circumstances, these rights include the right to:
- Access your personal information – You can ask us for a copy of the personal information we hold about you.
- Correct inaccurate information – You can ask us to correct or update personal information that is inaccurate or incomplete.
- Request deletion of your information – In certain circumstances, you can ask us to delete your personal information.
- Restrict how we use your information – You can ask us to temporarily limit the way we process your personal information in certain situations.
- Object to processing – You can object to us processing your personal information where we rely on our legitimate interests or where we use it for direct marketing.
- Request a copy of your information – Where applicable, you can ask us to receive your personal information in a structured, commonly used and machine-readable format or ask us to transfer it to another organisation where technically possible.
- Withdraw your consent – Where we rely on your consent, you may withdraw it at any time. This will not affect the lawfulness of any processing carried out before your consent was withdrawn.
13.3 You will not usually have to pay a fee to exercise your rights.
13.4 However, we may refuse a request or charge a reasonable fee where a request is clearly unfounded, repetitive or excessive, as permitted by law.
13.5 To exercise any of your rights, please contact us using the contact details provided in Section 2 – Who We Are.
14. Contacting Us and Making a Complaint
14.1 If you have any questions about this Privacy Policy or how we handle your personal information, please contact us using the contact details provided in Section 2 – Who We Are.
14.2 We hope to resolve any questions or concerns you may have quickly and fairly.
14.3 If you are not satisfied with the way we have handled your personal information, you have the right to make a complaint to the Information Commissioner’s Office (ICO), the UK’s independent regulator for data protection.
14.4 Further information about the ICO and how to make a complaint is available at www.ico.org.uk.
14.5 We are committed to protecting your privacy and handling your personal information responsibly. If you have any questions about this Privacy Policy, we will always be happy to help.