Privacy policy

Last updated: 14 October 2026

At Pollards Coffee, we respect your privacy. This policy explains how we use personal information when you visit pollardscoffee.co.uk, place an order or contact us.

Who we are

Pollards Coffee is operated by Pollards Wholesale Ltd, which is responsible for the personal information described in this policy.

For privacy questions or requests, contact:

Email: hello@pollards.com
Telephone: 0114 261 7517

Postal address:
Pollards Wholesale Ltd
Units A, B & C, Tinsley Industrial Estate
Shepcote Lane
Sheffield
S9 1DR

Information we collect

Depending on how you interact with us, we collect:

  • Your name, email address, telephone number and billing and delivery addresses.
  • Order details, payment status, transaction records and subscription preferences.
  • Information you provide when contacting us or submitting a review.
  • Marketing preferences and records of consent.
  • Device and browsing information, such as IP address, browser type, pages visited and interactions with our website.

Payment providers process the payment details needed to complete your purchase.

If you order a gift for someone else, we also receive their delivery details. Please ensure you are entitled to provide them.

How we use your information

We use personal information to:

  • Process payments, fulfil orders and arrange delivery.
  • Manage subscriptions, returns and customer enquiries.
  • Request and display customer reviews.
  • Send marketing emails in accordance with your preferences.
  • Understand how visitors use our website and improve it.
  • Protect our business and customers against fraud.
  • Maintain accounting records and meet legal obligations.

We rely on different legal grounds for these purposes:

Contract: to process your order, deliver purchases and manage subscriptions.

Legal obligation: to keep required financial records and meet other legal duties.

Legitimate interests: to provide customer support, manage reviews, protect against fraud and administer our business, where those interests do not override your rights.

Consent: for email marketing and analytics or other optional tracking where consent is required.

We need certain contact, delivery and payment information to fulfil your order. Without it, we may be unable to complete your purchase.

Email marketing

We use Shopify Email to send coffee news, product updates and offers to customers who have agreed to receive them.

You can unsubscribe using the link in any marketing email or by contacting us. Unsubscribing does not stop essential messages about an order or subscription.

Services we share information with

We share relevant information with services that help us operate the business, including:

  • Shopify: our online shop, checkout, customer accounts and email services.
  • Recharge: subscription management.
  • Judge.me: review invitations and customer reviews.
  • Google Analytics: website usage analysis.
  • Zapier: transferring information between our business systems.
  • Xero: accounting and financial records.
  • Zenstores: order processing and delivery administration.
  • Payment providers and delivery companies, including Royal Mail and DPD.

Reviews you submit for publication may display your chosen name and review content publicly.

We may also share information with professional advisers or public authorities where necessary to meet legal obligations or protect legal rights.

Shopify’s additional services

Our store uses Shopify Network Intelligence. Shopify may combine information from interactions with our store with information from other merchants to improve services, including personalisation and advertising features.

For this processing, Shopify acts as an independent data controller. Read Shopify’s Consumer Privacy Policy for more information and visit Shopify’s privacy controls to exercise rights relating to Shopify’s own use of your information.

Cookies and analytics

Cookies and similar technologies help our website operate, remember preferences and understand how it is used.

Essential technologies support functions such as the basket and checkout. Where consent is required for optional analytics, marketing or other tracking, we ask for your permission through our cookie banner.

You can manage or withdraw optional consent through the cookie preferences available on the website. Browser settings also allow you to control cookies, although blocking essential cookies may affect shopping functions.

We use Google Analytics to understand website activity. Google explains its processing in its Privacy Policy.

Information processed outside the UK

Some service providers process information outside the UK. Where required, international transfers must be protected by recognised safeguards, such as UK adequacy regulations or approved contractual arrangements.

Shopify describes its arrangements in its Data Processing Addendum. Contact us if you would like information about safeguards relevant to your personal information.

How long we keep information

We keep personal information only for as long as reasonably needed for its purpose.

The retention period depends on whether information is needed to fulfil orders or subscriptions, resolve enquiries or disputes, prevent fraud, or meet tax, accounting and other legal obligations.

We regularly review the information we hold and delete or anonymise it when it is no longer needed.

If you unsubscribe from marketing, we may retain a minimal record of your preference so that we do not contact you again by mistake.

Your privacy rights

Depending on the circumstances, you can request access to your information, correction of inaccurate details, deletion, restricted processing or transfer of your information.

You can object to direct marketing at any time. You can also object to processing based on legitimate interests, subject to applicable legal exceptions.

Where we rely on consent, you can withdraw it. This does not affect processing carried out lawfully before withdrawal.

Contact hello@pollards.com to exercise your rights. We may need to verify your identity. Some information must be retained to meet legal obligations.

Complaints and changes

Please contact us if you have concerns about how we handle your information.

You can also complain directly to the UK Information Commissioner’s Office at ico.org.uk/make-a-complaint.

We will update this policy when our services or information-handling practices change.