Privacy Policy

Last updated 25.05.22

The Data Controller is Orchard Toys Ltd. (“we”, “our”, “the company”, “us”). We are registered in England and Wales under company number 1460458. Our registered office is Cawley House, Canal Street, Nottingham NG1 7HR.

This privacy policy, together with our cookies policy, covers the processing of your Personal Data by us as the Data Controller.

Please read the following to understand our policy and principles regarding how we process your Personal Data. If you do not agree with our policy or principles, as applicable to you, please discontinue your use of this site.

We take your privacy seriously. To ensure your Personal Data is processed in line with current data protection laws, we have adopted the following principles:

We will only process your Personal Data if we have a legal basis for the processing under applicable laws, for example:


  • We have your consent
  • It is necessary to fulfil an agreement or contractual obligation with you
  • To meet our statutory and legal obligations
  • We have legitimate business reasons and the processing does not impact on your rights, freedoms or interests


We will always inform you of the processing and the purpose of the processing, unless we have a legitimate basis not to do so.


We will only process your Personal Data for the original purpose it was collected for, or for other purposes that are not incompatible with the original purpose.


We will keep your Personal Data for as long as is necessary to serve the purpose for which it was collected, to meet our legal and regulatory obligations and in line with our data retention policy.


We will strive to verify and update your Personal Data on a regular basis.


We will use physical, electronic and managerial procedures to safeguard and secure the Personal Data we process.

We do not knowingly collect Personal Data from anyone under the age of 18. If we are made aware that we have received Personal Data from anyone under the age of 18, we will use reasonable efforts to locate and remove it from our records.

We may need to request specific data from you, in order to verify your identity and to check your right to access Personal Data or to exercise any of your other rights. This is a security measure to ensure that your Personal Data is not disclosed to any person who has no right to receive it.

We may change this policy by updating this page. You should check this page from time to time to ensure that you are happy with any changes.  The date at the top of this page will be amended each time this policy is updated.

What does processing mean?

By "processing" we mean the collection, use, storage and at some point deletion of your Personal Data. Many of the services that we offer can only be made available if we process certain data about you. To access these services you will be asked to submit Personal Data about yourself.


What Personal Data do you collect from me and why?


If you register for an account on our website

If you register for an online account, via our website, we will process your Personal Data including your first name, surname, address, email address and contact telephone numbers, in order to create your account. You may amend your Personal Data at any time by visiting the ‘my details’ section of your account page. If you wish to delete your account at any time, you can do so by emailing We will securely delete your account and all Personal Data associated with it.

If you apply for a Trade Account

If you apply for a trade account, by completing a new account application form, we will process your Personal Data in order to process your application and to fulfil our contractual agreements with you. We will process data such as your trading name, trading address, type of business, company number (if limited), invoice address, delivery address, contact telephone numbers, email address and trade reference contact details (if credit terms are required).

We will also process your Personal Data in order to fulfil our legal obligations.


We do not store cardholder data.  All card transactions are carried out using a PDQ machine and merchant and customer receipts are destroyed using a cross cut shredder.


If you place an order online or over the telephone

When you place an order with us online at, or over the telephone, we will process your Personal Data including your name, email address, contact telephone number, invoice address, delivery address and product selections, so that we can fulfil our contractual obligations with you.  


We will also process your data in order to fulfil our legal obligations.


We do not store cardholder data. All card transactions are carried out using a redirect model, via SagePay, to process payments securely.

Orchard Toys Ltd. is PCI DSS (Payment Card Industry Data Security Standard) compliant.

If you submit an enquiry or request

When you submit an enquiry or request to us via our website, in writing, over the telephone or by email we will use your Personal Data to deal with the enquiry or request and any subsequent issues arising from it. We may also use your Personal Data for internal training and monitoring purposes.

An example would be a request, via our website general enquiry form, for a mail order catalogue. Once the request had been dealt with we would securely delete your Personal Data.



If you wish to complain

We hope that you are pleased with any purchase you've made or service you've received from Orchard Toys, and that you will never have reason to complain. However, if we do receive a complaint from you by email, telephone or in writing we will create a file containing the details of the complaint.

A complaint file would typically contain your name, contact details, the name of any other individuals involved in the complaint (where applicable), the reason for the complaint, correspondence relating to the complaint and details of the conclusion.

We will only use your Personal Data to process your complaint and to check on the level of service we provide. We do compile statistics on the number of complaints we receive and the reasons behind them but not in a format which contains any Personal Data.

We may need to disclose your identity if the complaint is about an employee. This is inevitable where, for example, the accuracy of a person’s record is in dispute. Where you do not want your identity to be disclosed, we will try to respect that. However, it may not always be possible to handle a complaint on an anonymous basis.

We will keep your Personal Data, in a secure electronic complaint file, for one year from closure, in line with our retention policy. Access to it will be restricted according to the ‘need to know’ principle.

If you send us an email

The content of emails sent to us, including any attachments, may be processed for reasons of security and for monitoring compliance with office policy.  Email monitoring or blocking software may also be used. Please be aware that you have a responsibility to ensure that any email you send to us is within the bounds of the law.

If you visit our website

We automatically process standard internet log information and details of the behaviour patterns of visitors to our website .

This information is processed in a way which does not identify anyone. We do not make any attempt to find out the identities of those visiting our website.

If at any point we decide to collect personally identifiable information through our website, we will be up front about this. We will make it clear when we collect Personal Data and will explain what we intend to do with it.

Website search queries and results are logged anonymously to help us improve our website and search functionality. No user-specific data is collected.

Our website uses cookies to distinguish you from other users of our website and to keep track of your visits. They help us to provide you with the very best experience when you browse our website and to make improvements. Our cookies do not process any Personal Data and we do not exchange cookies with any third party websites. For more information on the cookies we use and the reasons why we use them please refer to our Cookie Policy.

If you download the Orchard Toys app

Our app does not collect or use any Personal Data and no log data is stored or transmitted to us.

Cookies are commonly used as anonymous unique identifiers to remember certain in-app settings, such as whether the background music is playing and store no personally identifiable information. They are stored on your device's internal memory and are never shared externally with Orchard Toys or any third party.

If you engage with us via Social Media

If you engage with us on social media, by sending us a private or direct message, we will only use the Personal Data supplied to deal with your enquiry, any subsequent issues, and for internal training and monitoring.

If you consent to receiving marketing communications

If you have consented to receiving postal and/or email marketing communications from us we will process your Personal Data in order to send you information based on your submitted preferences.

When we send e-newsletters, to customers who have opted to receive them, we gather statistics around email opening and clicks, using industry standard technologies, to help us monitor and improve our marketing.

How do you protect my Personal Data?

Unfortunately, the transmission of data via the internet is not completely secure. Although we will do our best to protect your Personal Data, we cannot guarantee the security of the data transmitted to our site; any transmission is at your own risk. Once we have received your Personal Data, we use strict procedures and security features to try and prevent unauthorised access.

In order to prevent unauthorised access or disclosure, we have in place physical, electronic and managerial procedures to safeguard and secure the Personal Data we process.

We use Transport Layer Security (TLS) technology to encrypt all traffic between you and our website.  We force all traffic to be encrypted to prevent you from inadvertently revealing Personal Data using an unencrypted connection. 

If I apply to work for Orchard Toys

If you apply to work at Orchard Toys Ltd., we will only use the Personal Data you supply to us to process your application. If we want to disclose Personal Data to a third party, for example where we want to take up a reference, we will not do so without informing you beforehand, unless the disclosure is required by law.

If you are unsuccessful your Personal Data will be held, in line with our retention policy, for 2 years after the recruitment exercise has been completed. It will then be securely destroyed or deleted.

If you are employed by Orchard Toys Ltd., we will compile a personnel file relating to your employment. Any Personal Data contained within this file will be kept secure and will only be used for purposes directly relevant to your employment. Once your employment with Orchard Toys Ltd. has ended we will retain your personnel file, in accordance with the requirements of our retention schedule, in order to fulfil our legal obligations. At the end of the retention period your Personal Data will be securely disposed of. Further information on how we process employee data can be found in our Employee Privacy Notice.

How long do you keep my Personal Data for?

We will only retain your Personal Data for as long as is necessary for the purpose for which it was collected and to comply with our legal and contractual obligations.

At the end of the retention period, your Personal Data will either be securely deleted or anonymised, for example by aggregation with other data so that it can be used in a non-identifiable way for statistical analysis and business planning.

Do you share my Personal Data with 3rd parties?

We may share your Personal Data with trusted 3rd parties who perform services on our behalf, however, these companies are prohibited from using your Personal Data for purposes other than those clearly defined by us or required by law and we have written agreements in place to ensure this.

  • We provide only the data they need to perform their specific services.
  • They may only use your data for the exact purposes we specify in the written agreement we have with them.
  • We work closely with them to ensure that your privacy is respected and protected at all times.
  • If we stop using their services, any of your Personal Data held by them will either be securely deleted or rendered anonymous.

Examples of third parties we work with are:

  • IT companies who support our website and other business systems.
  • Operational companies such as delivery couriers.
  • Companies who help us manage our marketing communications with you.
  • Google Analytics captures tracking information which helps us understand the way our customers navigate their way around our website. This tracking information is anonymised and is based on your acceptance of cookies on our website. See our Cookies Notice for more detail.
  • Hootsuite, Gramblr, Facebook, Pinterest, Twitter, Instgram & Linkedin to manage our social media interactions with you.
  • Our solicitors in the provision of legal advice relating to contracts.
  • Our accountants in the provision of payroll services including PAYE, RTI and pension auto-enrolment.


In the event that we sell or buy any business or assets, we may disclose your Personal Data to the prospective seller or buyer of such business or assets.


We may share your Personal Data, in order to comply with any legal obligation or in order to enforce or apply our terms of use and other agreements; or to protect the rights, property, or safety of Orchard Toys Limited, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.


We will never sell or rent your Personal Data to other organisations for marketing purposes.

How can I control and access my Personal Data?

As a data subject, you have a number of statutory rights around control and access to your personal data. Subject to certain conditions, and in certain circumstances, you have the right to:

  • request access to your Personal Data - this is usually known as making a data subject access request and it enables you to receive a copy of your Personal Data to check that we are lawfully processing it. If you make a subject access request we will:
  • give you a description of the Personal Data;
  • tell you why we are storing/processing it;
  • tell you who it could be disclosed to; and
  • let you have a copy of the information in an intelligible form.


  • request rectification of your Personal Data - this enables you to have any inaccurate or incomplete Personal Data we hold about you corrected
  • request the erasure of your Personal Data - this enables you to ask us to delete or remove your Personal Data where it’s no longer required in relation to the purpose for which it was originally collected
  • restrict the processing of your Personal Data - this enables you to ask us to suspend the processing of your Personal Data, e.g. if you want us to verify its accuracy
  • object to the processing of your Personal Data - this enables you to ask us to stop processing your Personal Data where we are relying on the legitimate interests of the business, as our legal basis for processing and there is something relating to your particular situation which makes you decide to object to processing on this ground


  • data portability - this gives you the right to request the transfer of your Personal Data to another party so that you can reuse for your own purposes
  • removal of consent - if you have previously consented to us using your Personal Data for marketing purposes, you may change your mind at any time

If you wish to control or access your Personal Data, in any of the ways stated above, please send your request to the Data Protection Office by emailing  or in writing to:

Data Protection Officer

Orchard Toys Ltd.

Chestnut Drive,



NR18 9SB


We will respond within a month of receiving requests for access. This period may be extended for particularly complex requests.

We reserve the right to withhold Personal Data if disclosing it would ‘adversely affect the rights and freedoms of others'.


Will you transfer my Personal Data outside of the European Economic Area?

We will not transfer your Personal Data to countries outside the European Economic Area.

If you wish to request further information about our privacy policy or are unhappy about how we process your personal data, please email or write to the Data Protection Officer at the address above. Alternatively, you can contact the Information Commissioner Office (ICO).

We aim to meet the highest standards when processing your Personal Data and for this reason, we take any complaints we receive about this very seriously. We encourage you to bring it to our attention if you feel that our processing of your Personal Data is unfair, misleading or inappropriate. We would also welcome any suggestions for improving our procedures.

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© 2024 Orchard Toys

Ecommerce solution by Etail Systems

Registered in England and Wales No. 1460458 Registered Office: Cawley House, Canal Street, Nottingham, NG1 7HR