Privacy policy
Last updated: 2 July 2026
Who we are
This site, naturalhealthworld.co.uk, is operated by Natural Health Wholesale Ltd, trading as Natural Health World (company number 12508672, VAT number 345067893), of Unit 3, Burrows Lea Farm, Hook Lane, Shere, Guildford, Surrey, GU5 9QQ, United Kingdom. We are the data controller for the personal information described in this policy. Our data protection contact is Charlotte Freeman, reachable at info@naturalhealthworld.co.uk, by phone on 01483 203925, or by post at the address above.
The short version
We collect the personal information needed to take and fulfil your order, run your account, respond to you, and — only with your consent — show you relevant marketing and measure how our site performs. We use Pandectes to manage cookie consent: nothing beyond strictly necessary cookies runs until you actively choose to allow it, and you can change your mind at any time via the cookie settings link in the site footer.
Information we collect
- Contact and order details you give us directly: name, address, email, phone number, billing and delivery details, and order history.
- Account details if you register: username, password (stored encrypted), and order/wishlist history.
- Customer support information: anything you tell us via email, phone, or contact forms.
- Reviews and testimonials you choose to submit, which we display publicly via our reviews provider, Judge.me.
- Usage and device information, which we collect automatically through cookies and similar technologies once you've consented — see Cookies below.
- Payment information. Whichever payment method you choose at checkout — Shopify Payments, Shop Pay, PayPal, Google Pay, or Klarna — handles this directly. We do not store full card details ourselves.
- Affordability information if you choose to pay with Klarna. Klarna runs its own credit and identity checks to decide whether to offer you deferred or instalment payment. This may include a soft search, which does not affect your credit score. That check is between you and Klarna, under Klarna's own privacy policy — we only find out whether the payment was approved.
- Order, account and marketing emails or texts sent via Shopify's built-in Email and Inbox messaging, and via apps including Judge.me (review requests), Back in Stock (restock alerts), our TA Subscriptions app, and Forms/Flow (automated notifications).
- Quiz responses if you use our Tangent Quiz product recommendation tool, which may suggest products based on your answers.
You don't have to give us any of this. But if you don't provide your name, delivery address and payment details, we won't be able to take or fulfil your order.
Cookies and how we manage consent
We use Pandectes GDPR Compliance to manage cookie consent on this site. When you first visit, you'll see a cookie banner letting you accept or reject categories of cookies beyond the strictly necessary ones needed to run the site (e.g. your cart). You can review or change your choices at any time via the "Cookie Settings" link in the site footer.
| Category | Purpose | Requires consent? |
|---|---|---|
| Strictly necessary | Shopify session, cart, checkout, security and login cookies | No — required to use the site |
| Functional | Remembering preferences such as currency or previously viewed products | Yes |
| Analytics | Google Analytics 4, used to understand how visitors use the site | Yes |
| Advertising / targeting | Google Ads conversion tracking and remarketing, delivered through Shopify's Google channel pixel | Yes |
Full details of each individual cookie — its provider and how long it lasts — are in the Pandectes cookie declaration, linked from our cookie banner. That list updates automatically as our tools change, so we won't duplicate it here; it would just go stale.
Why we process your information (our legal basis)
UK data protection law requires us to have a valid reason for each way we use your information. Here are ours, in plain terms:
- To fulfil your contract with us — taking payment, processing and delivering your order, handling returns. In short: we need this information to do what we promised when you placed your order.
- To run essential site functions and prevent fraud — keeping the site working and secure. Lawyers call this a "legitimate interest": a sensible business reason that doesn't need your separate consent, but never overrides your rights.
- To send you marketing communications — only with your consent, given at checkout or sign-up. You can withdraw it any time via the unsubscribe link in any email.
- To run analytics and advertising cookies — only with your consent via the Pandectes cookie banner.
- To comply with the law — for example, keeping financial records for HMRC.
We don't use your personal information to make decisions about you, by automated means alone, that have a legal or similarly significant effect on you. Our product quiz only suggests products based on your answers — it never makes a binding decision, and you can always ask us directly instead.
Who we share it with
We only share your information with the service providers who need it to run the store. Each one is contractually required to protect it:
- Shopify Inc. — our e-commerce platform
- Judge.me — our reviews provider
- Pandectes — our cookie consent management provider
- Google (Analytics, Ads, Search Console, Merchant Center) — for analytics and advertising, when you've consented to those cookie categories
- Our payment providers: Shopify Payments, Shop Pay, PayPal, Google Pay, and Klarna — whichever you choose at checkout
- Our couriers: Royal Mail (Large Letter 48, 2nd Class, Tracked 24 and Tracked 48 for parcels) and DHL (next working day)
- Our email and messaging tools — Shopify Email/Inbox, Judge.me, Back in Stock, TA Subscriptions, Forms/Flow, and Tangent Quiz — when you've used that service or opted into that marketing
- Cloud Commerce Pro, our warehouse and order management platform. Your order and delivery information passes through this system so we can pick, pack and dispatch your order.
How we use AI tools internally
We use Claude, an AI assistant built by Anthropic, on a Claude for Work business plan, to help run parts of the business — for example analysing store and sales data, drafting content, and administrative tasks. We accepted Anthropic's Commercial Terms of Service when we set up that plan. Under those terms, Anthropic doesn't use our conversation content to train its AI models by default, and the terms automatically include Anthropic's Data Processing Addendum (with Standard Contractual Clauses).
We do not sell your personal information to third parties for their own marketing purposes.
Where we sell to
We currently only take orders from the United Kingdom (including Northern Ireland) and the Crown Dependencies — the Isle of Man, Guernsey and the other Channel Islands. We don't currently serve customers in the EU, the US, or elsewhere. This policy is written on that basis; if that changes, we'll review and update it, including reinstating protections for those other regions.
International transfers
Even though we only sell within the UK and Crown Dependencies, some of our service providers — including Shopify and Google — are based in or process data in the United States. Where we transfer personal information outside the UK, we rely on the UK International Data Transfer Agreement (IDTA), the UK Addendum to the EU Standard Contractual Clauses, or a UK adequacy decision, as appropriate to that provider.
How long we keep your information
Here's how long we keep the main types of information, and why:
| Data | Retention |
|---|---|
| Order and financial records | 6 years from the end of the relevant financial year, in line with UK tax and accounting record-keeping requirements |
| Account data | While your account is active, plus 2 years of inactivity before deletion, unless needed longer for a live dispute or legal claim |
| Marketing consent and preferences | Until you withdraw consent, plus a suppression record so we know not to contact you again |
| Cookie consent | 365 days |
Your rights
Under UK GDPR, you can ask us to:
- Show you what personal information we hold about you.
- Correct it, if it's wrong.
- Delete it, in most circumstances.
- Stop or limit how we use it.
- Send you a copy in a format you can reuse elsewhere.
- Withdraw your consent at any time, wherever we relied on it in the first place.
To do any of these, contact us using the details above. It's normally free, and we'll respond within one calendar month.
If you're not happy with how we've handled your information, you can also complain to the UK's data protection regulator, the Information Commissioner's Office (ICO) — ico.org.uk or 0303 123 1113.
Quick answers
- Want us to delete your data? Email info@naturalhealthworld.co.uk with "delete my data" and the email address on your order.
- Want to stop marketing emails? Use the unsubscribe link at the bottom of any marketing email — it works instantly.
- Want to change your cookie choices? Use the "Cookie Settings" link in the site footer.
- Want to complain? Contact us first using the details above. If that doesn't resolve it, the ICO (ico.org.uk) is the independent regulator.
Children
Our site and products are intended for adult purchasers — including parents and family members buying for children — and we do not knowingly collect personal information directly from children. If you believe a child has provided us with personal information, please contact us and we will delete it.
Keeping your information secure
We use industry-standard technical and organisational measures, including Shopify's PCI-DSS compliant infrastructure, to protect your information. No online service can guarantee perfect security, so please avoid sending sensitive information (like full card details) by email.
Changes to this policy
We'll update this policy as our practices or the law changes, and update the "last updated" date at the top when we do. Significant changes will be flagged on the site.
Contact us
Questions about this policy or your data: 01483 203925, info@naturalhealthworld.co.uk, or Natural Health Wholesale Ltd, Unit 3, Burrows Lea Farm, Hook Lane, Shere, Guildford, Surrey, GU5 9QQ.
