Who we are
The controller is LTD ACCOUNTANTS LTD, trading as Fletcher Haines, company number 17042387, registered in England and Wales. Registered office: Unit 9105, Access House, 141 Morden Road, Mitcham, United Kingdom, CR4 4DG. Contact: support@fletcherhaines.com.
Information we collect
We may collect identity and contact details, delivery and billing addresses, order and return information, customer-care messages, device and security data, cookie choices, and marketing preferences. Payment providers process full card or wallet credentials; we do not intend to store full payment-card numbers.
Why we use it and our lawful bases
- Contract: to take orders, arrange payment, deliver goods, provide tracking, handle returns and answer order-related requests.
- Legal obligation: for tax, accounting, consumer-law, fraud-prevention and regulatory duties.
- Legitimate interests: to secure and improve the store, prevent abuse, maintain records, understand service performance and respond to general enquiries, balanced against your rights.
- Consent: for optional analytics and email marketing where consent is required. You can withdraw consent at any time.
Who receives information
We share only what is reasonably necessary with hosting and IT providers, payment processors, fraud-prevention providers, customer-support tools, professional advisers, carriers, customs agents and product fulfilment partners. We do not sell personal information.
China fulfilment and international transfers
Where a product is dispatched by a fulfilment partner in China, we may provide the recipient name, delivery address, contact details and order contents needed to deliver it. This involves an international transfer.
We will use an appropriate UK transfer mechanism where required, such as the UK International Data Transfer Agreement or UK Addendum, alongside proportionate contractual and security measures. Product and delivery information will identify direct fulfilment before purchase.
How long we keep information
Order, payment and tax records are generally retained for up to seven years to meet legal and accounting needs. Customer-care records are normally kept for up to three years after the matter closes. Marketing data is kept until consent is withdrawn or the record is no longer useful, with suppression records retained to honour opt-outs. Security logs are normally retained for up to 12 months unless needed for an investigation.
Your rights
Depending on the circumstances, you may have rights to access, correct, erase, restrict or object to processing, and receive portable data. You can withdraw consent and object to direct marketing at any time. Email support@fletcherhaines.com. We may ask for reasonable identity evidence.
You may complain to the Information Commissioner's Office at ico.org.uk. Please contact us first if you would like us to try to resolve the issue.
Security and children
We use access controls, encryption in transit, provider security features and data minimisation. No internet service can promise absolute security. The store is intended for adults and is not directed to children under 13.
Changes
We will update this notice when our products, processors or legal obligations change. The date at the top shows the latest revision. Material changes will be highlighted where appropriate.