Privacy Policy

This Privacy Policy is intended to provide information about how we collect and process your personal data when you use the website or shop in store.

We want to make sure you know who we are, how you can contact us, the personal data we process and who we share it with. Along with this, we want you to be aware of the choices you have to exercise your legal rights.

Along with our Privacy Policy, please read our Cookie Policy for further information.

Please read this policy carefully to understand our practices regarding your personal data and how we will treat it.

This Privacy Policy covers:

  • Important Information
  • Who we are
  • How to contact us
  • The personal data we collect
  • Who we share your personal data with
  • How long your personal data will be kept for
  • Control over your information
  • Keeping your personal information secure
  • How to complain
  • Changes to this privacy notice
  1. Who we are

The Clinkard Group Limited ("we", "us" or "our") are committed to protecting and respecting your privacy. We are a company registered in England and Wales (company number 02771054) with a registered office at Eveline House, Cannon Park Way, Middlesbrough, TS1 5JU.

For the purposes of data protection, we are the data controller of your personal data and we are registered with the Information Commissioners Office in the UK with reference number (Z7384306)

  1. What personal data we use and how we collect it

If you have ordered from our website, created an account with us, placed an order in store, or in any other way interacting with our website, we may use your personal data in several different ways.

a) Information you give us.

You may give us information about you by filling in forms on our site or by corresponding with us by phone, e-mail or otherwise. This includes information you provide when you register to use our site, subscribe to our service, search for a product, place an order on our site, participate in discussion boards or other social media functions on our site, enter a competition, promotion or survey and when you report a problem with our site. This may also include when you place an order in store for home or in store delivery. The information you give us may include, but is not limited to, [your name, address, e-mail address and phone number, financial and credit card information, personal description and photograph].

b) Information we collect about you.

Our servers, logs and other technologies implemented, collect certain information about you automatically. This information helps us to deliver and improve our services, analyse usage and improve the user experience. We collect information about how you use our services, such as the type of content and products you view or search for, the frequency and duration of your activities and page interaction information. The personal data/cookies may also be used for personalisation of ads. We only share data with third parties as described within this policy or where the law permits.

On each of your visits to our site we may collect the following information:

  • technical information, including the [IP address used to connect your computer to the Internet, your login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform]; and
  • information about your visit, including when and how you accessed our site (including date and time); products you viewed or searched for; page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), methods used to browse away from the page and any phone number used to call our customer service number].
  • Information we receive from other sources.We will receive information about you if you use any of the other websites we operate, the other services we provide and/or any of our social media pages. We are also working closely with third parties (including, for example, business partners, sub-contractors in technical, payment and delivery services, advertising networks, analytics providers, search information providers, credit reference agencies) and will receive information about you from them.
  1. How we use your personal data

The General Data Protection Regulation (GDPR) sets out a number of different lawful grounds under which companies may collect and process your personal data, including:


We will ask you consent, in some circumstances, to process your personal data, such as when you give consent to receive email marketing or text messages, when you join our Your Rewards loyalty programme, when you register for an account.

Contractual obligation

If you make a purchase either online, in store or over the phone, we must process your personal data to comply with our contractual obligation to fulfil your order.


We may collect and process your data to comply with the law, for example if we suspect criminal activity or financial fraud.

Legitimate interest

In some situations, we process your personal data to pursue our legitimate interests, which are reasonable expected as part of running our business and do not negatively impact your fundamental rights, freedoms or interests. An example may be if we tailor our adverts to your interests based upon your shopping or browsing history.

Category of Personal Data

Purpose for Processing

Name and contact details (such as email address, telephone number and postal address)

Process any orders that you make by using our website or instore
Send you messages by email or text regarding service, such as order updates
Respond to your queries, refund and or return requests, as well as feedback
Send you information by email, post or social media about our products or services e.g. if you sign up to our newsletter
So that you can book a fitting appointment
Fraud prevention and detection
Undertake website personalisation to develop products, services and applications
Send you an email when you have left items in your basket.

Purchase Information/History

Maintain records of your purchases with us
Invite you to provide feedback about our products and services in the form of online, email or in-store surveys. We use this information to helps us improve and monitor the quality of our products and services and/or offers provided to you.
Send you relevant information by email, post text or social media about our new products or services
To understand your preferences and make decisions about what you are shown as you browse on our website

Date of birth information

To send you a special offer on your birthday

Payment information (we don't store this information)

To process payments or refunds
For fraud checks and security

Contact history with us e.g. phone, email, live chat or social media

To better train staff
To provide customer service and support you
Fraud prevention/detection

Information you provide when entering a competition, prize draw, completing surveys etc.

To facilitate your participation in the competition or prize draw
For internal feedback

Information listed in 2(b) of our Privacy Policy: Device information, information about your computer, phone or other device you use to view the website with. The device type, operating system, hardware version, browser type, unique device indentifier, IP address and advertising ID. Log information, information about how you use our website such as the types of content you view or engage with, the frequency and duration of your activities, access times, language, your IP address and pages you visit before or after visiting our site. This information will not be associated with you as a named individual unless you are logged into your account or you have given consent to receive email communications from Charles Clinkard by subscribing to our email marketing.

To improve our website and set default options for you (such as language and currency)
To ensure the website displays and functions correctly on your device
To provide us with analytical information about the use of the website
To ensure our website is secure and to detect/prevent fraud
To make decisions about the pages, images and adverts we display to you on Charles Clinkard's website
To better understand your preferences and make decisions about the content we send you in marketing emails
To make decisions about the adverts you see on website and apps that are not owned by Charles Clinkard

Social media comments and photos you post on our social media pages or on others where you have mentioned/ tagged Charles Clinkard

We may use this information to respond or react, if for example you're unhappy with something. It is important for us to know what you think about Charles Clinkards and the products we have online and in store.

As well as the above information when you sign up to our emails, you consent to the use of email tracking technology through third parties, who will advise us whether an email has been delivered to you and if you have opened it. This data is only visible at an anonymous level to us and is used for the purpose of reviewing and taking action based on the effectiveness of our email marketing campaigns. You can opt out of receiving marketing emails at any time.

We ensure that the collection and use of your personal data is lawful. Therefore, for the purpose listed above, and in summary, we only use you personal data is one of the following conditions apply:

- You have given us your consent

- We need your personal data for the performance of a contract you have entered into with us

- We need to comply with legal obligations

- We need to protect your vital interests

- Your data is necessary for the public interest, or

- We have a legitimate interest in processing the personal data.

  1. How we gain your consent and how you can withdraw consent

When we ask for your consent, we may do so during the purchasing process or in contacting us (e.g. a tick box or verbal consent). We may also ask you to sign up to marketing by signing up in store or on our website via a marketing subscription form (e.g. where you can provide us with your email address directly, without the need to purchase)

When you provide us with your consent, we will keep a record of this.

You have the right to withdraw your consent at any time and you can do this by clicking “unsubscribe” at the bottom of a marketing email, emailing us at or verbally, either in store or on 0345 241 7742.

You must be over the age of 16 to provide us with your consent. If you are 16 or under, your parental guardian must authorise your consent first and complete our online and offline forms do show this where necessary.

  1. Obligations on you to provide us with your personal data

There is no statutory obligation on you to provide us with your personal data. You may be required to provide your personal data when entering into a contract with us. Without this personal data, we may not be able to carry out our obligations arising from any contracts entered into between you and us

  1. When your personal data will be shared

We may share your personal data with any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries. These are companies that are legally connected to us, because of the way in which they are owned.

We may share your personal data with selected third parties including:

  • business partners, suppliers and sub-contractors for the performance of any contract we enter into with them or you;
  • advertisers and advertising networks that require the personal data to select and serve relevant adverts to you and others;
  • analytics and search engine providers that assist us in the improvement and optimisation of our site; and
  • credit reference agencies for the purpose of assessing your credit score where this is a condition of us entering into a contract with you.

We may disclose your personal data to third parties:

  • in the event that we sell or buy any business or assets, in which case we may provide your personal data to the prospective seller or buyer of such business or assets;
  • if The Clinkard Group Limited or substantially all of its property are bought by a third party, in which case personal data held by it about its customers will be one of the transferred property; and
  • if we are under a duty to provide or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our terms of useor terms and conditions of supply and other agreements; or to protect our rights, property, or safety, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.
  1. Where we use your personal data

The personal data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area (EEA). It may also be processed by staff operating outside the EEA who work for us or for one of our suppliers.

Such staff may be engaged in, among other things, the fulfilment of your order, the processing of your payment details and the provision of support services.

We will take all steps reasonably necessary to ensure that your personal data is treated securely and in accordance with this privacy policy as a safeguard to protect your personal data. If you wish to obtain further information about how these safeguards are implemented in practice, please contact us using the contact information set out below.

  1. How long we will store your personal data

We will continue to store your personal data in circumstances where the criteria set out below is satisfied. We will review this annually to help ensure that your personal data is not stored for longer than necessary.

Your personal data will be held with us for as long as you are actively purchasing with us as your contact details will be used in order to ensure we can fulfil your order and communicate order updates to you.

Should you wish to no longer purchase with us we will anonymise and/or delete your data after 18 months of inactivity on your account.

  1. Your rights

You have a number of legal rights in relation to your personal data. If you wish to exercise any of your rights in relation to the way we use your personal data, or require any further information, please contact us using the contact information set out below.

In summary your rights include the right to:

- access the personal information we hold about you;

- be informed about how your personal information is being used;

- request that we transfer elements of your data to another provider;

- request we correct any mistakes in the information we hold about you;

- request the erasure of personal information you have provided us with

- stop any direct marketing;

- object to processing of your personal data;

- restrict or suspend the processing of your personal data under certain circumstances when you ask us to, for example if you want us to stop processing while the accuracy of personal information is being established;

- not to be subjected to automated decision-making that significantly affects you;

- withdraw your consent. Where processing of your data is based on consent, you can remove it at any time.,

For further information on each of these rights, including when they apply, please visit the UK Information Commissioner’s Office here for guidance on your rights under the GDPR.

If you would like to exercise any of the above rights please call us on 0345 241 7742 or write to us at Charles Clinkard, Eveline House, Cannon Park Way, Middlesbrough TS1 5JU.

Please let us have enough information to identify you or let us know the information to which you request relates.

We aim to respond to all requests within one month, but this may take longer than a month depending on the complexity and volume of requests made.

  1. Changes to this policy

This privacy notice was published on 31/10/23 and last updated on 31/10/23

Any changes we make will be posted on this page.

  1. How to make a complaint

Should you have any complaint about the way we use your personal data, please contact us using the contact information set out below.

Should you feel that we have not dealt with your complaint to the standards which you expect, you have right to make a complaint to the Information Commissioner’s Office (ICO), the government’s supervisory authority for matters relating to data protection. The ICO can be contacted on their helpline: 0303 123 1113. For further information on the ICO, please visit here.

  1. How to contact us

For the purposes of data protection law, we are a data controller in respect of your personal data. Should you have any queries about your personal data or any questions about this policy, please contact us by using the following details:

Julie Monaghan – Data Protection Officer –

Graeme Boulton – Information Security Manager –


The Clinkard Group

Eveline House

Cannon Park Way



Telephone: 01642 606162