Privacy Policy


The data controller is Orchard Toys Ltd. Orchard Toys Ltd. is 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 cookie policy) covers the collection, use and disclosure of information by Orchard Toys Ltd. as the main data controller.

Please read the following to understand our policy and practices regarding your personal information and how we will treat it. By using our website, you are accepting and consenting to the practices set out in this policy. Please do not use the Orchard Toys website, or purchase any products over the telephone with our customer services team, unless you agree with this policy.

To ensure your data is being processed correctly we have adopted the following principles:

We only collect and process your personal information if we have a legal basis for the processing under applicable laws, for example:

• We have collected your consent
• It is necessary to fulfil an agreement with you
• We legally are obliged to do so
• We have objective reasons and the processing does not harm you

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 information for the original purpose or for other purposes that are not incompatible with the original purpose. We will not store your personal information for longer than is necessary to serve the purpose for which the personal information was collected or further processed.

We will not disclose your personal information to other persons or companies outside of Orchard Toys Ltd. unless you have given us your consent, unless we have an agreement with you or unless we are legally obliged to do so.

We strive to verify and update your privacy information on a regular basis.

We use physical, electronic and managerial procedures to safeguard and secure the personal information 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 information from anyone under the age of 18, we will use reasonable efforts to locate and remove that information from our records.

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. Our current privacy policy applies to all information that we have about you and your account.

Processing Personal Information

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

Customer Registration

When you create an account on our website we process your registration details including your first name and surname, address, email address and telephone numbers. You may correct, update and delete your registration account at any time.

Trade Accounts

If you apply for a trade account, by completing a new account application form, we will process your personal information in order to set up and service the account. We will ask for business name, type of business, date the business opened, company number (if limited), invoice address, delivery address, telephone numbers, email address and trade references (if credit terms are required).

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

Consumer Orders

When placing an order online at or over the telephone with our customer service team, we will process your personal information (name, email, telephone number, invoice address and delivery address) so that we can fulfil your orders effectively and carry out any further obligations arising from contracts entered into between you and us. However, we will only use these details to provide the service which has been requested.

We will also process historical order data for business purposes, in order to provide our customers with a better service and in line with our retention policy.

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.

Customer Service

When enquiries are submitted to us via our website, in writing, over the telephone or by email we will only use the information supplied to us to deal with the enquiry and any subsequent issues and for internal training and monitoring purposes.


Any email sent to us, including any attachments, may be monitored and used by us 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.


When someone visits we use a third-party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns automatically.

This information is processed in a way which does not identify anyone. We do not make and do not allow Google to make, any attempt to find out the identities of those visiting our website. If we do want to collect personally identifiable information through our website, we will be upfront about this. We will make it clear when we collect personal information and will explain what we intend to do with it.

Search engine

Our Website search queries and results are logged anonymously to help us improve our website and search functionality. No user-specific data is collected by either Orchard Toys Ltd. or any third party.

Social media

We use third-party providers (Hootsuite, Gramblr, Facebook, Pinterest, Twitter, Instagram & Linkedin) to manage our social media interactions. If you send us a private or direct message, via social media, we will only use the information supplied to deal with your enquiry, any subsequent issues and for internal training and monitoring.

E-newsletters & Product Catalogues

If you have consented to receive e-newsletters or product catalogues, by checking certain boxes on the forms we use to collect your data, we will process your personal information in order to carry out the service. We use a third-party provider, Mail Chimp to manage our e-newsletter and catalogue database.

When we email customers, who have given their consent, our e-newletters, we gather statistics around email opening and clicks using industry standard technologies to help us monitor and improve our marketing.

You can remove your consent to receive marketing communications at any time by emailing

Security and performance

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 information, 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 information 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 information using an unencrypted connection. The TLS encryption makes use of a certificate provided by a third party which verifies that when you connect to our website, it’s our website that you are connecting to. Orchard Toys Ltd. uses a number of third party services to help provide and maintain the service and performance of the Orchard Toys website.  As part of delivering their services, they require access to your IP access information; they may also need access to details about your web browser and require cookies to be placed on your device.


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 to our Website. Cookies do not contain personal information such as your address, telephone number or credit card details. We do not exchange cookies with any third party websites. For detailed information on the cookies we use and the reasons why we use them please refer to our Cookie Policy.


When we receive a complaint from a customer we compile a file containing the details of the complaint. This normally contains the identity of the customer, any other individuals involved in the complaint, and the reason for the complaint.

We will only use the personal information we collect to process the complaint and to check on the level of service we provide. We do compile statistics showing information like the number of complaints we receive and the reason for the complaint but not in a form which identifies anyone.

We may have to disclose the complainant’s identity if the complaint is about a member of staff. This is inevitable where, for example, the accuracy of a person’s record is in dispute. If a complainant doesn’t want information identifying him or her to be disclosed, we will try to respect that. However, it may not be possible to handle a complaint on an anonymous basis.

We will keep personal information contained in complaint files in line with our retention policy. This means that information relating to a complaint will be retained for one year from closure. It will be retained in a secure environment and access to it will be restricted according to the ‘need to know’ principle.

Job Applicants & Employees

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

Personal information for unsuccessful candidates will be held, in line with our retention policy, for 2 years after the recruitment exercise has been completed. It will then be destroyed or deleted.

Once a person is employed by Orchard Toys Ltd., we will compile a file relating to their employment. The information contained in this will be kept secure and will only be used for purposes directly relevant to that person’s employment. Once their employment with Orchard Toys Ltd. has ended, we will retain the file, in accordance with the requirements of our retention schedule, for 7 years and then delete it.

Disclosure of personal information

Other than as identified below, we will not sell, distribute or lease your personal information to third parties unless we have your consent or are required by law to do so.

We may disclose your personal information to third parties:
• In the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets.
• If Orchard Toys Limited or substantially all of its assets are acquired by a third party, in which case personal data held about its customers will be one of the transferred assets.
• If we are under a duty to disclose or 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.

Controlling & Accessing your Personal Information

If you have previously consented to us using your personal information for marketing purposes, you may change your mind at any time by emailing us at

You can find out if we are processing any of your personal information by making a request to the Data Protection Officer. We will
• give you a description of it;
• 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.

To make a request for details of your personal information held by us please write to the Data Protection Officer at the address below or email We will respond within a month of receiving your request. This period may be extended for particularly complex requests.

Data Protection Officer

Orchard Toys Ltd.

Chestnut Drive,



NR18 9SB

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

If you believe that any of your personal information, we are storing or processing, is incorrect or incomplete please write to us at the above address, or email us at as soon as possible. We will promptly correct any information found to be incorrect.

Contact Us

If you want to request further information about our privacy policy, or would like to make a complaint about how we process your data, you can write to the Data Protection Officer at the address below or email

Data Protection Officer

Orchard Toys Ltd.

Chestnut Drive,



NR18 9SB

Orchard Toys Ltd. aims to meet the highest standards when collecting and using personal information. For this reason, we take any complaints we receive about this very seriously. We encourage people to bring it to our attention if they think that our collection or use of information is unfair, misleading or inappropriate. We would also welcome any suggestions for improving our procedures.

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© 2018 Orchard Toys

Ecommerce solution by Etail Systems

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

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