Your Privacy Matters to Us

At Shop Unlimited, we value the trust you place in us. We are committed to respecting your privacy, handling your personal information responsibly and being transparent about how your data is used.

This Privacy Policy explains what information we collect, why we collect it, how we use and protect it, and the choices and rights available to you under UK data protection law.

Who We Are

Shop Unlimited Live Ltd operates the Shop Unlimited retail business, website and associated shopping services.

These services may include our website, television shopping activities, telephone ordering, customer service operations, promotional communications and customer rewards programmes.

Our online store is powered by Shopify, which provides technology supporting online shopping, order management and related services.

For the purposes of UK data protection legislation, Shop Unlimited Live Ltd is the data controller responsible for determining how and why personal information is processed in connection with our retail operations.

Personal Information We Collect

When you shop with us, create an account, contact our team or interact with our services, we may collect the following information:

• Personal and contact details: Your name, billing and delivery addresses, telephone number and email address.
• Order and transaction information: Products purchased, order history, payment status, delivery information, returns, refunds and transaction references.
• Payment information: Payment method details and transaction information required to process purchases. Full payment card details are normally handled by our secure payment processing providers.
• Customer account information: Account identifiers, login-related information, account preferences and associated settings.
• Rewards and promotional information: Participation in our Rewards Club, points balances, promotional preferences and relevant account activity.
• Customer communications: Emails, messages, enquiries, complaints and correspondence with our customer service team.
• Technical information: IP address, browser type, device information, approximate location derived from technical data and website identifiers.
• Website activity: Pages viewed, products browsed, shopping basket activity and interactions with our website, where collected in accordance with applicable privacy and cookie rules.

How We Collect Your Information

We may obtain personal information in several ways:

• Directly from you when you place an order, register an account, join our Rewards Club, subscribe to marketing or contact us.
• Automatically through website technologies, including cookies and similar tools, where their use is permitted.
• From payment processors, delivery partners, fulfilment providers and other organisations involved in providing our services.
• From marketing platforms or other third parties where information has been lawfully collected and shared.
• From businesses or customer records lawfully transferred to us through acquisitions or other business transactions.

Information from Business Acquisitions

As part of our business development, Shop Unlimited Live may acquire businesses, trading operations or associated customer records.

In 2025, we acquired The Craft Store and its associated customer database. Consequently, we may hold certain personal information relating to customers who previously interacted with The Craft Store, Create and Craft or Hochanda.

This information may include names, email addresses, contact details and historical customer information received as part of the acquisition.

Where we receive personal information through an acquisition, we assess the purposes for which it was originally collected, the applicable lawful bases for processing and any restrictions on its subsequent use.

Such information may be used for appropriate and lawful purposes, including maintaining relevant customer records, responding to enquiries, administering applicable customer relationships and communicating with customers where legally permitted.

Receiving customer information through an acquisition does not automatically give us permission to send marketing communications.

We only send direct electronic marketing where we have the necessary permission or another applicable legal exception permits us to do so under the Privacy and Electronic Communications Regulations.

Customers may object to direct marketing at any time, using the unsubscribe facility provided or by emailing info@shopunlimitedlive.com.

How We Use Your Personal Information

We process personal information for purposes connected with operating our retail business and providing services to customers.

• Processing purchases, collecting payments and issuing order confirmations.
• Preparing, dispatching, delivering and tracking orders.
• Handling returns, refunds, exchanges and customer service enquiries.
• Managing customer accounts, rewards, preferences and other customer services.
• Communicating important information about orders, products, service changes and product safety.
• Sending promotional communications where legally permitted.
• Understanding how customers use our website and improving the shopping experience.
• Protecting our business and customers against fraud, security incidents and misuse.
• Meeting our legal, accounting, taxation and regulatory obligations.

Our Lawful Bases for Processing

Under UK GDPR, we must have a lawful basis for collecting and using your personal information.

Depending on the circumstances, we may rely upon:

• Contractual necessity: Where information is needed to process your order, provide purchased goods or deliver services you have requested.
• Legal obligations: Where information must be processed or retained to comply with tax, accounting, consumer protection or other legal requirements.
• Legitimate interests: Where processing is reasonably necessary to operate and improve our business, protect against fraud, maintain security, provide customer support or understand service performance, provided those interests are not overridden by your rights and freedoms.
• Consent: Where you have given valid consent for a particular activity, such as certain marketing communications or technologies requiring cookie consent.

Where processing is based on consent, you may withdraw that consent at any time. Withdrawal does not affect processing that was lawful before it was withdrawn.

Marketing Communications

We may send information about Shop Unlimited products, offers, programmes, events and shopping opportunities where we have a lawful basis and the communication is permitted under applicable direct marketing rules.

Depending on the circumstances, marketing may be based on your consent or an applicable exception, such as the existing-customer soft opt-in where all its legal conditions are met.

We may use relevant purchasing and product interest information to make permitted marketing more useful and relevant.

You can unsubscribe from marketing emails at any time by clicking the unsubscribe link included in our messages.

You can also contact us directly to request that we stop using your personal information for direct marketing.

Unsubscribing from promotional emails does not prevent us from sending essential service communications, including order confirmations, delivery updates, refund information and important product safety notices.

Your Right to Object to Marketing

You have the right to object to the use of your personal information for direct marketing at any time.

If you object, we will stop processing your personal information for direct marketing purposes, including any associated direct marketing profiling.

We may retain limited information on a suppression list to ensure that your marketing preferences continue to be respected.

Cookies & Website Tracking

Our website uses cookies and similar technologies to help provide a secure and functional shopping experience.

These technologies may include:

• Essential cookies: Required for features such as shopping baskets, checkout, account access and website security.
• Functional cookies: Used to remember preferences and improve website functionality.
• Analytics cookies: Used to understand website performance, visitor activity and how our services are used.
• Advertising cookies: Used, where applicable, to measure advertising activity and deliver more relevant promotional content.

Where consent is legally required, we will request it before using the relevant cookies or similar technologies. Certain cookies may be used without consent where a specific legal exemption applies.

You can manage cookies through the privacy controls provided on our website, where available, or through your browser settings. Disabling certain cookies may affect website functionality.

Who We Share Your Information With

We may share necessary personal information with trusted organisations involved in providing our services, including:

• Shopify: Our ecommerce platform and associated service infrastructure.
• Payment providers: To securely process transactions, payments and refunds.
• Delivery and fulfilment partners: Warehouses, couriers, postal services and relevant product suppliers involved in fulfilling orders.
• Technology providers: Organisations providing hosting, order management, customer support, website functionality and system security.
• Marketing and analytics providers: Where their involvement is appropriate and legally permitted.
• Professional advisers: Accountants, legal advisers, insurers and other professional service providers where necessary.
• Regulatory and legal authorities: Where disclosure is required or permitted by law.

Personal information may also be disclosed as part of a business sale, restructuring, acquisition or similar transaction, subject to applicable data protection requirements.

We seek to ensure that organisations handling personal information on our behalf are subject to appropriate data protection and confidentiality obligations.

Our Ecommerce Partner - Shopify

Our online store is powered by Shopify, which supplies technology for ecommerce, payment integration, account functionality and related services.

Shopify may process customer information on our behalf and, for certain activities, in accordance with its own privacy responsibilities.

For further information about how Shopify handles personal information, please review the Shopify Privacy Policy.

International Data Transfers

Some of the technology platforms and service providers supporting our business may process personal information outside the United Kingdom.

Where personal information is transferred internationally and UK data protection transfer requirements apply, we use a lawful transfer mechanism.

Depending on the destination and provider, these mechanisms may include UK adequacy regulations, an applicable international data transfer agreement, a UK addendum to recognised contractual clauses or another lawful transfer arrangement.

You may contact us for further information about the applicable safeguards and how to obtain details of them.

Keeping Your Information Secure

We take the security of customer information seriously and work to protect personal data against unauthorised access, misuse, accidental loss, alteration and inappropriate disclosure.

Our approach includes proportionate technical and organisational safeguards, appropriate access restrictions and the use of established service providers.

Although no website or electronic system can guarantee absolute security, we work to maintain safeguards appropriate to the information we process and the risks involved.

How Long We Keep Your Information

We keep personal information only for as long as reasonably necessary for the purposes for which it was collected, including meeting our legal and regulatory obligations.

Retention periods depend on the type of information and the reason it is held. For example:

• Order and transaction records may be retained for applicable accounting, tax, consumer protection and legal limitation periods.
• Customer account information may be retained while the account remains active and for a suitable period afterwards where necessary.
• Customer service correspondence may be retained for resolving queries, complaints and potential disputes.
• Marketing preferences and suppression records may be retained as necessary to respect customer choices and prevent unwanted future marketing.

When information is no longer required, we will delete, anonymise or otherwise securely dispose of it as appropriate.

Your Data Protection Rights

Under UK data protection legislation, you may have the following rights, subject to applicable conditions and exceptions:

• Access: Request a copy of personal information we hold about you.
• Correction: Request correction of inaccurate or incomplete information.
• Erasure: Request deletion of personal information where the legal conditions for erasure apply.
• Restriction: Request that we restrict certain processing activities in particular circumstances.
• Objection: Object to certain processing, including processing based on legitimate interests and direct marketing.
• Data portability: Request eligible personal information in a structured, commonly used and machine-readable format.
• Withdrawal of consent: Withdraw consent for activities that rely on it.
• Automated decision-making: Exercise applicable rights and safeguards relating to qualifying automated decisions.

To exercise your rights, please contact info@shopunlimitedlive.com.

We may need to verify your identity before responding to certain requests. We aim to respond within the legally applicable timeframes, normally within one month for a valid data protection rights request, subject to permitted extensions or other applicable rules.

Children's Privacy

We recognise that children's personal information requires particular care and protection.

Where we process personal information relating to children, we take account of their age, the purpose of the processing and any additional safeguards required by law.

If you believe that a child's personal information has been supplied to us inappropriately, please contact our customer service team so that we can investigate.

Privacy Concerns & Complaints

If you have concerns about how we have collected, used, stored or shared your personal information, please contact us.

We will acknowledge data protection complaints within 30 days of receiving them, take appropriate steps to investigate without undue delay and keep you informed as required by law.

We will communicate the outcome of our investigation without undue delay.

If you remain dissatisfied, you have the right to raise a complaint with the Information Commissioner's Office (ICO), the UK's independent data protection regulator.

Information Commissioner's Office: www.ico.org.uk

Changes to This Privacy Policy

We may update this Privacy Policy to reflect changes to our business, services, technology, legal obligations or data protection practices. The latest version will be available on our website, and we will notify affected individuals of material changes where required by law.

Contact Us

If you have questions about this Privacy Policy or wish to exercise your data protection rights, please contact:

Shop Unlimited Live Ltd

Email: info@shopunlimitedlive.com

Telephone: 0203 763 5894

Address: Nene House, Nene Valley Business Park, Oundle, PE8 4HN, United Kingdom