Privacy policy

Last updated: 19th Sept 2026

Who we are

Hard Jelly Ltd is responsible for the personal information we collect and use to run hardjelly.co.uk, fulfil orders, manage trade accounts, and communicate with customers. We are the controller for these activities under UK data protection law, including the UK GDPR and the Data Protection Act 2018, as amended.

For privacy questions, requests, or complaints, email hello@hardjelly.co.uk, or write to Hard Jelly Ltd, Unit 4 Whitehall Farm, Ermine Way, Royston, SG8 0AG, United Kingdom.

Information we collect

Depending on how you interact with us, we collect:

• Contact and order details: your name, email address, telephone number, billing and delivery addresses, purchased products, payment status, and correspondence about orders, returns, or refunds.

• Payment information: payment providers process the payment details you enter at checkout. We receive transaction information needed to manage your order. Please do not send full card details by email.

• Account and trade details: your login details, business name, business contact information, and information supplied to establish eligibility for trade ordering.

• Messages and preferences: enquiries, newsletter preferences, and records of consent or objections.

• Reviews: the name, rating, review, photographs, and optional location you provide for publication, together with information used to check that a review relates to an order.

• Website information: IP address, browser and device information, pages viewed, referral sources, and interactions with the store, subject to the cookie choices and legal requirements described below.

Most information comes directly from you. We also receive order and payment updates from Shopify and payment providers, delivery updates from delivery services, and website or advertising reports from our technology providers. A purchaser may supply someone else's delivery details when sending a gift.

Details needed to take payment, fulfil an order, or manage a trade account are necessary for those services. Without them, we may be unable to provide the service. Newsletter subscriptions and public reviews are optional.

Why we use information

We use information for the following purposes and legal bases:

• Orders, delivery, refunds, and order-related support: to enter into and perform our contract with you.

• Business account administration: our legitimate interests in managing business relationships and restricting trade services to eligible customers; contract where the customer is an individual contracting with us.

• Tax, accounting, and lawful requests: to meet legal obligations.

• Security, fraud prevention, and resolving disputes: our legitimate interests in protecting customers and our business and establishing or defending legal claims.

• General enquiries and service improvement: our legitimate interests in responding to people and operating an effective business.

• Newsletter marketing: consent, or our legitimate interests where the limited existing-customer marketing exception described below applies.

• Optional advertising and analytics tracking: consent where required. Any use of an exception to cookie consent must meet its specific legal conditions.

• Publishing a review you choose to submit: our legitimate interests in sharing genuine customer feedback, subject to your rights and any separate consent requested when collecting a photograph or testimonial.

Where we rely on legitimate interests, we consider the effect on you and balance those interests against your rights.

Marketing choices

You can unsubscribe from marketing emails using the link in the message or by emailing us. This does not stop essential messages about an order or account.

We send marketing emails to individuals where they have consented, or where the law permits marketing about our own similar products following a purchase or sales enquiry and we offered an opt-out both when collecting the address and in each message. An order alone does not automatically establish permission for marketing.

You can object to direct marketing at any time, including profiling connected with that marketing. We may keep a minimal suppression record so we can respect your choice.

Cookies, analytics, and advertising

Cookies and similar technologies can remember your basket, support checkout, protect the store, and remember privacy preferences. Other technologies help measure visits and purchases or personalise and measure advertising.

We use Shopify to operate the store and Google Analytics to understand website use. Our advertising activities include Meta platforms such as Facebook and Instagram. Advertising tools can associate browsing or purchase events with identifiers to measure campaigns or show relevant adverts.

Strictly necessary technologies do not require cookie consent. Advertising tracking requires consent. Some narrowly defined statistical uses may qualify for a legal exception, but this does not mean all analytics tools are exempt.

Our entry popup combines age confirmation with a choice about optional cookies. Selecting “Confirm 18+ and accept optional cookies” confirms that you are aged 18 or over and gives consent to optional analytics and advertising cookies. Alternatively, selecting “Confirm 18+ and reject optional cookies” lets you enter without consenting to those cookies. Essential cookies remain active. You can change or withdraw your consent at any time using “Cookie settings” in the website footer. Withdrawing consent does not affect processing that was lawful before withdrawal.

Browser settings can also delete or block cookies, although blocking essential cookies may affect checkout. Advertising-platform preferences provide additional controls and are separate from choices on our website. See Google's privacy policy and Meta's privacy policy.

Who receives information

We share relevant information with providers that support the activities above: Shopify, payment providers, delivery companies, email services, website hosting and security providers, review administration services, analytics and advertising providers, and professional advisers. We also disclose information where required by law or necessary to establish or defend legal claims.

Shopify hosts our store and processes information to provide its services. Shopify also acts independently for certain activities described in its Consumer Privacy Policy.

If you submit a public review, its displayed name, rating, text, photographs, and any location supplied for publication may be visible to other visitors. Please avoid including private information about yourself or others.

International processing

Using international providers, including Shopify, can involve processing outside the UK, including in the EEA, Canada, and the United States. Where UK transfer rules apply, transfers require an applicable adequacy arrangement or suitable safeguards, such as approved contractual protections. Contact us for information about the safeguards relevant to your data.

How long information is kept

Retention depends on the purpose of the information, applicable legal requirements, and whether it is needed for an unresolved issue:

• Order, invoice, and transaction records are kept for applicable tax and accounting requirements and, where necessary, relevant dispute periods.

• Enquiries and support records are kept while the matter is being handled and for an appropriate period to deal with follow-up questions or claims.

• Account details are kept while needed to provide and administer the account, with necessary transaction records retained separately.

• Marketing details are kept while there is a valid basis for marketing; minimal opt-out records may be retained to prevent unwanted contact.

• Published reviews are kept while used for the stated purpose, subject to requests and applicable rights.

• Technical records and analytics data are subject to the relevant security needs and configured retention periods.

Automated checks

Hard Jelly does not use an app or Shopify Flow to automatically cancel suspicious orders. Shopify and payment services may use automated checks to identify suspicious transactions. These can affect whether a payment is accepted or require additional checks. If you believe a check has affected you incorrectly, contact us so the issue can be investigated.

Your rights

Depending on the circumstances, you can request access to your information, correction, deletion, restriction of processing, or a portable copy. You may object to processing based on legitimate interests. Where consent is the basis, you can withdraw it without affecting processing that was lawful before withdrawal.

Email hello@hardjelly.co.uk to exercise your rights. We may need proportionate information to verify your identity. We normally respond within one month, subject to lawful extensions or pauses, which we will explain when applicable. Some information may need to be retained to meet legal obligations or deal with claims.

Under-18s

Our products and store are intended for adults aged 18 and over. If you believe a child has provided personal information to us, please contact us so we can investigate and take appropriate action.

Complaints

Please send privacy complaints to hello@hardjelly.co.uk or the postal address above, explaining your concern. You can also complain to the UK Information Commissioner's Office at ico.org.uk/make-a-complaint, or telephone 0303 123 1113. Other applicable data protection authorities may also be available to you.

Changes to this policy

We will update this page when our practices or relevant requirements change and revise the date above. Where required, we will provide further notice or obtain consent before introducing a new use of information.