Privacy Policy
Last updated: 7 January 2026
This is our privacy policy and, if you landed here, it means that you want to learn how we process your personal data at Woolstack (orders@woolstack.co.uk), Registered Business Address: Rambling Views, Harp Hill, Cheltenham, GL52 6PU, UK and Trading address: Unit D, Churchill Industrial Estate, Churchill Road, Cheltenham, GL53 7EG, UK, and how we protect your privacy.
Essential information we collect
In operating our store, it is essential for us to capture some information about your device, such as your IP address and information related to your visit when you browse our store. For example, this might include time-stamp, the last page or product you visited, and the indication that you logged in. We do this in order to:
- remember who you are after you log in so that you do not need to authenticate at each click;
- monitor whether our website is running with the high performance we are dedicated to providing;
- let you browse between products without having to start back from the home page at each click;
- remember if you put something in your shopping cart before you decide to checkout; and
- ensure that your data is processed securely.
We call the information mentioned above “essential information” and we collect it through the use of cookies. Cookies are small text files that most websites use. A website places cookies in the web browser and then reads the information collected through the cookies every time the user performs an action.
These cookies are strictly necessary for the operation of our website and cannot be disabled through our systems. Without these cookies, we could not provide the smooth experience that you expect while navigating our store.
Order information you expressly provide
If you buy something from our store, we will need more specific information about you. To fully process your order and ship the merchandise you selected, we need your personal data such as your first and last name, your email address, and your shipping and billing address.
We also use your contact and order information to send you communications related to the processing of your order. We will ask you to provide this information on our checkout page before allowing you to finalise your purchase.
Accounts
You can sign up for an account if you’d like. We will remember your information so that when you decide to buy our products, you do not have to re-enter your details.
Before registering your account, we will ask you to confirm acceptance of this privacy policy. You may request deletion of your account at any time by contacting us using the details at the bottom of this page.
Partial purchases
If you have started to buy one of our products but have not completed the purchase, you may have provided partial information, such as your email address. In this case, we may send you a limited reminder email about your incomplete purchase.
We will only send a single email of this kind per incomplete order.
Reviews
If you have completed a purchase, we may send you an email inviting you to review the product you bought. This allows customers to share their experience with others.
Personalisation
We may also use certain non-essential information related to your visit, such as the timestamp of your visit, the page or product you viewed, or how you arrived at our website. This information is collected only where you have consented to the relevant cookies and is used to help us improve our website and communications.
You can control or withdraw your consent for these cookies at any time using our cookie preferences tool. Please see our Cookie Policy for more information.
Other uses of personal data
If there is an issue with your order, or a later problem with something you have ordered, we will use your personal data to confirm the purchase and resolve the issue, including arranging replacements or refunds where appropriate.
How do we process your information?
We process personal data on the lawful bases of contract performance, legal obligation, legitimate interests, and consent, depending on the context in which the data is collected.
We use an external provider to run our store, BigCommerce. BigCommerce may process personal data on our behalf, including data stored outside the UK or European Economic Area. Where this occurs, appropriate safeguards are in place to protect your data in accordance with UK data protection law.
We also use other specialist third-party providers to support our business operations, including:
Payment:
Our store is PCI-DSS compliant. Payment processing is carried out by Stripe and PayPal.
Shipping and couriers:
We use Royal Mail and courier services including Evri, Parcelforce, UPS, TNT and DPD. We may also use third-party booking services such as EasyShip, Parcel2Go, and Packlink. These providers receive delivery and contact details solely for the purpose of fulfilling your order.
Newsletters:
If you sign up for our newsletter, your details will be stored with a third-party email marketing provider, MailerLite (www.mailerlite.com). You can unsubscribe at any time using the link in our emails.
Promotions:
If you sign up for promotions on our website, your details may be processed by JustUno (www.justuno.com).
Chat:
If you use the live chat feature, the information you provide is processed via Tawk.to (www.tawk.to).
Analytics:
We use Google Analytics to analyse website usage and improve user experience. Analytics cookies are only used where you have consented.
Order management:
We use Linnworks (www.linnworks.com) to manage stock, fulfil orders, handle complaints, meet accounting and tax obligations, and help detect fraud.
Emails:
Emails sent to or from us (including chat messages) are stored within Microsoft Office systems. These records are retained to help us manage orders, resolve issues, and meet legal obligations.
How can you control your personal data?
If you are located in the UK or EU, you have rights including access, correction, erasure, restriction, portability, and objection. If you cannot exercise these rights through your account, please contact us using the details below.
How long do we keep your data?
We retain personal data for as long as necessary to fulfil the purposes outlined above, including maintaining customer accounts, fulfilling orders, meeting legal and tax obligations, and preventing fraud. Some data may need to be retained even after account deletion where legally required.
Who can you reach out to for privacy matters?
orders@woolstack.co.uk
Woolstack
Unit D, Churchill Industrial Estate
Churchill Road
Cheltenham, GL53 7EG
United Kingdom
Do you need to lodge a complaint?
If you have a privacy complaint, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO).
Any update?
If we update this Privacy Policy, we will publish the new version on our website and indicate the update date clearly.