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You can ask us to delete your personal data with our Delete my data form, or from your account page. We email you a link to confirm the request comes from you, and once you confirm it we reply within one month. Marketing emails can be switched off from the link in any of them, and messages about an order you have placed are not marketing, so they keep coming either way.
How do I ask you to delete my data?
Step 1: Open the form
Go to Delete my data and enter the email address you used with us. Signed in, you can send the same request from your account page.
Step 2: Confirm it is you
We email that address a confirmation link. It lasts 24 hours. Opening the link is not enough: press the button on the page to confirm.
Step 3: Wait for our answer
The one-month clock starts when you confirm. A member of our team reviews the request. If we cannot do all of it, we tell you why.
Step 4: Read your receipt
When the erasure is done we email you what was erased, what we kept and why. After that, the request record keeps only an anonymous reference.
If you never confirm, the request lapses and its email address is removed after 7 days.
What do you have to keep?
Some records stay by law or because they are evidence of what was agreed:
- Invoices and credit notes already issued are kept as issued for six years, for tax.
- Order and payment records keep their amounts, with your name and contact details removed from them.
- Drawings and proof of delivery are kept with the order, because they are the record of what was made and delivered.
- Your email on our suppression list. If you opt out of marketing or ask us to erase your data, your address stays on our do-not-email list so it is never sent marketing again.
Our privacy policy sets out each kind of record, why we hold it and for how long.
How do I see or correct my information?
Contact us using the details on our privacy policy page and say what you would like: a copy of your data, a correction, or that we stop or restrict a use of it. You do not need legal wording. Give the email address or account the records are under, and for a correction, say which detail is wrong. We normally reply within one month; for a complex request the law allows longer, and we tell you if so.
Do not send passwords, card details or identity documents with your first message. If we need to check who you are, we tell you what we need and how to send it safely. Updating your address changes your account, not an invoice already issued at your old address.
You can complain to the Information Commissioner's Office at any time, without coming to us first.
How do I control marketing messages?
- Emails. Every marketing email links to your email preferences and to unsubscribe. The switch takes effect for every future send. You can also leave the offers box unticked when you create an account.
- Texts and WhatsApp. We do not send marketing on these channels. The preferences page shows them as not yet available.
- Review requests count as marketing. If you have unsubscribed or replied STOP to a text, we do not send one. See leaving a review.
Order confirmations, drawings to check, delivery texts, invoices and statements are service messages about an order you placed. Unsubscribing from marketing does not stop them.
How do I change my cookie choices?
Use the "Cookie settings" link in the footer of any page. Analytics and advertising stay off until you allow them, and you can change your choice at any time. Our cookie policy lists each cookie.
Where to go next
- Ask us to delete your data: Delete my data
- Creating an account and signing in
- Leaving a review
- Making a complaint
- Cookie choices
Questions we get asked
My confirmation link has expired
The link lasts 24 hours. Send the form again and confirm from the new email.
Will deleting my data cancel an open order?
Tell us if you have an order in progress. We need your details to finish and deliver it, and we will explain what that means for your request.
Why do you still have my email after I unsubscribed?
It is on our suppression list. That list is how we make sure you are never sent marketing again.
Can someone make a request for me?
Yes. Tell us who is acting for you and send proof that they may, when we ask for it. We check this so we never give your information to the wrong person.
Contact the team with your order reference and the step you need help with, or search all help topics.