Privacy policy

PRIVACY POLICY

Last updated: 18 August 2026

This Privacy Policy explains how The Friendly Turtle Company Ltd, trading as Friendly Turtle, collects, uses and protects personal information when you visit friendlyturtle.com, place an order, create an account, contact us, subscribe to marketing or otherwise interact with us.

You may also wish to read our Terms & Conditions, Returns & Refunds Policy and Shipping Policy.

1. WHO WE ARE

Company name: The Friendly Turtle Company Ltd
Trading name: Friendly Turtle
Company number: 11720790
Registered in: England and Wales

Registered office:
276 Chase Road
Suite 7-0233 Lonsto House
London
England
N14 6HA
United Kingdom

Email: hello@friendlyturtle.com
Website: friendlyturtle.com
Customer support: Contact Friendly Turtle

For the purposes of applicable UK data protection law, The Friendly Turtle Company Ltd is the controller of the personal information described in this Privacy Policy.

2. PERSONAL INFORMATION WE COLLECT

Depending on how you interact with Friendly Turtle, we may collect:

Identity and contact information, such as your name, email address, telephone number, billing address and delivery address.
Order and transaction information, including products purchased, order history, refunds, returns and payment status.
Account information where you choose to create a customer account.
Communications you send to us, including customer service enquiries, complaints, reviews or return requests.
Marketing preferences, including whether you have subscribed to or unsubscribed from marketing communications.
Device and usage information, such as IP address, browser type, device information, pages viewed and interactions with our website.
Cookie and similar technology information, subject to your privacy and consent choices.
Fraud-prevention, security and risk information where necessary to protect our customers and business.

Payment card details are generally processed securely by the payment provider used at checkout rather than being directly stored by Friendly Turtle.

Where you choose a third-party payment or Buy Now, Pay Later service, that provider may collect and process additional information under its own privacy notice.

3. HOW WE COLLECT PERSONAL INFORMATION

We may collect personal information directly from you when you:

Place an order.
Create or use an account.
Contact customer service.
Request a return or refund.
Subscribe to marketing.
Enter a promotion.
Use a student-discount service.
Submit information through our website.
Otherwise communicate with us.

We also receive certain information automatically when you interact with our website, including through cookies, pixels and similar technologies.

In some circumstances, we may receive information from service providers involved in your transaction, including Shopify, payment providers, delivery providers, fraud-prevention providers, marketing services and analytics services.

4. WHY WE USE PERSONAL INFORMATION

We use personal information only where we have an appropriate purpose and lawful basis.

Order processing and contract performance

We use personal information to:

Process and fulfil orders.
Take and verify payment.
Arrange delivery.
Provide order confirmations and updates.
Manage returns, refunds and cancellations.
Provide customer service.
Administer customer accounts.

The usual lawful basis for this processing is that it is necessary to perform our contract with you or to take steps at your request before entering into a contract.

For more information about order fulfilment and customer rights, please see our Shipping Policy and Returns & Refunds Policy.

5. LEGAL AND REGULATORY REQUIREMENTS

We may process and retain information where necessary to comply with legal obligations, including accounting, taxation, fraud-prevention, consumer protection and other regulatory requirements.

The lawful basis for this processing is compliance with a legal obligation where applicable.

6. LEGITIMATE INTERESTS

We may process personal information where necessary for our legitimate business interests, provided those interests do not override your rights and freedoms.

These interests can include:

Protecting our website, customers and business from fraud or misuse.
Preventing and investigating security incidents.
Improving our products and customer service.
Understanding business performance.
Handling disputes and legal claims.
Maintaining appropriate business records.

Where consent is legally required for a particular technology or activity, such as certain non-essential cookies, we rely on consent rather than legitimate interests.

7. MARKETING

We may send you marketing communications where you have consented to receive them or where another lawful basis for electronic marketing applies.

You can unsubscribe from marketing emails at any time by using the unsubscribe option included in the communication or by contacting hello@friendlyturtle.com.

Withdrawing from marketing will not stop service communications that are necessary for an order, customer service request or other transaction.

We will not require you to receive marketing communications as a condition of purchasing from Friendly Turtle.

8. COOKIES AND SIMILAR TECHNOLOGIES

Friendly Turtle and service providers used by our store may use cookies, pixels and similar technologies.

Some technologies are necessary for functions such as security, shopping baskets, checkout, account functionality and remembering essential preferences.

Other technologies may be used for analytics, advertising, measurement, personalisation or marketing.

Where required by law, non-essential cookies and similar technologies will not be used until the appropriate consent has been obtained.

You can manage available consent choices through the cookie banner or Cookie Preferences controls provided on our website. Where available, you can also review our Your Privacy Choices page.

The technologies used by our website may change as our ecommerce, analytics and marketing services change. For this reason, the current cookie and privacy controls displayed on our website provide the most up-to-date information about available preferences.

You can withdraw or change your consent choices at any time through the available Cookie Preferences controls.

9. SHOPIFY

Our online store is hosted on Shopify.

Shopify provides the ecommerce infrastructure that enables us to operate our website, checkout, customer accounts and related store functionality.

As part of providing these services, Shopify processes certain customer and visitor information on our behalf and, in some circumstances, as an independent controller for its own purposes.

You can learn more about how Shopify handles personal information in the Shopify Consumer Privacy Policy .

Where Shopify privacy features such as enhanced services, Network Intelligence or similar functionality are enabled, relevant processing and customer privacy choices are handled in accordance with the applicable Shopify settings and notices.

10. PAYMENT PROVIDERS

Payments are processed through payment services available at checkout.

Depending on the payment method you choose, your information may be shared with the relevant payment processor or payment provider for purposes including payment authorisation, fraud prevention, transaction processing and refunds.

Payment options may include major debit and credit cards, PayPal and supported digital or alternative payment methods where available.

If you choose PayPal, PayPal may process your personal information independently in accordance with the PayPal Privacy Statement .

Some payment providers operate as independent controllers and apply their own privacy notices. The payment methods shown at checkout are the current methods available for your transaction.

11. BUY NOW, PAY LATER

Where available at checkout, eligible customers may be offered Buy Now, Pay Later or instalment payment options.

These may include Klarna, Clearpay, PayPal Pay Later and Shop Pay Installments, where available and subject to eligibility.

Where you select one of these services, information may be provided to the selected provider so that it can assess eligibility, provide the payment service, manage instalments, prevent fraud and comply with applicable legal or regulatory requirements.

You can learn more about the relevant providers' privacy practices here:

Eligibility decisions and any credit or instalment arrangements are made by the relevant provider under its own terms and privacy notice.

Friendly Turtle does not control a third-party provider's independent eligibility or credit decision.

12. DELIVERY AND FULFILMENT

We share information necessary to fulfil and deliver orders with relevant fulfilment providers, warehouses, postal operators, couriers and delivery partners.

This normally includes information such as your name, delivery address, contact details and information needed to identify and deliver your order.

These organisations must use the information in accordance with applicable data-protection requirements and their respective contractual or legal obligations.

For further information about delivery, destinations and current delivery options, see our Shipping Policy.

13. OTHER SERVICE PROVIDERS

We may share personal information with trusted organisations that provide services necessary to operate Friendly Turtle.

These may include:

Ecommerce and hosting providers.
Payment providers.
Fulfilment and delivery services.
Customer support tools.
Email and marketing platforms.
Analytics providers.
Advertising providers.
Fraud-prevention and security services.
IT providers.
Professional advisers.
Regulatory or government authorities where required.

We provide service providers only with information reasonably necessary for the relevant purpose and require appropriate data-protection arrangements where we act as controller and they process information on our behalf.

14. STUDENT DISCOUNTS AND THIRD-PARTY SERVICES

Eligible customers may access student-discount services through Student Beans and StudentDiscount.co.uk.

Where you choose to verify eligibility through one of these services, the relevant third-party provider may process your personal information independently under its own privacy policy.

You can review the Student Beans Privacy Policy for more information about how Student Beans processes personal information.

Friendly Turtle does not control independent student-status verification processes operated by third parties.

15. INTERNATIONAL TRANSFERS

Some organisations that provide services to Friendly Turtle or Shopify may process personal information outside the United Kingdom.

Where personal information is transferred internationally, we take reasonable steps to ensure that an appropriate legal mechanism or safeguard is used where required by applicable data-protection law.

These measures may include UK adequacy regulations, recognised contractual safeguards or other legally permitted transfer mechanisms.

16. HOW LONG WE KEEP PERSONAL INFORMATION

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected and to meet applicable legal, accounting, tax, regulatory, fraud-prevention and dispute-resolution requirements.

The retention period can therefore vary depending on the type of information and why it is held.

When information is no longer reasonably required, we will delete, anonymise or otherwise securely dispose of it in accordance with our applicable systems and retention processes.

17. SECURITY

We take reasonable technical and organisational measures designed to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

However, no internet transmission, website or electronic storage system can be guaranteed to be completely secure.

If you believe your personal information or Friendly Turtle account may have been compromised, please contact hello@friendlyturtle.com as soon as possible.

18. YOUR DATA-PROTECTION RIGHTS

Depending on the circumstances and applicable law, you may have rights including:

The right to access personal information we hold about you.
The right to ask us to correct inaccurate information.
The right to request deletion of personal information in certain circumstances.
The right to restrict certain processing.
The right to receive certain personal information in a portable format.
The right to object to certain processing.
The right to withdraw consent where processing is based on consent.

These rights are not absolute and may be subject to legal conditions or exemptions.

To exercise a data-protection right, contact us at hello@friendlyturtle.com or visit our Contact Us page.

We may need to verify your identity before completing a request.

19. YOUR RIGHT TO OBJECT

You have the right to object to processing based on legitimate interests in certain circumstances.

You also have the right to object at any time to the use of your personal information for direct marketing.

If you object to direct marketing, we will stop using your personal information for that purpose.

20. WITHDRAWING CONSENT

Where we rely on your consent, you can withdraw that consent at any time.

Withdrawing consent does not affect the lawfulness of processing that took place before consent was withdrawn.

Marketing preferences can normally be changed through the unsubscribe controls in our communications.

Cookie and tracking preferences can be managed through the privacy or cookie controls available on our website and, where applicable, through our Your Privacy Choices page.

21. COMPLAINTS

If you have a concern about how Friendly Turtle handles your personal information, please contact us first:

hello@friendlyturtle.com

You can also contact us through our Customer Support page.

You also have the right to raise a data-protection complaint with the Information Commissioner's Office (ICO) , the UK's independent data-protection regulator.

22. THIRD-PARTY WEBSITES

Our website may contain links to websites, services or platforms operated by third parties.

We are not responsible for how those third parties independently collect or use personal information.

Please review the privacy notice of a third-party service before providing personal information to it.

23. BUSINESS TRANSFERS

If Friendly Turtle or all or part of our business is sold, reorganised, merged or transferred, relevant personal information may be disclosed to professional advisers, prospective purchasers or acquiring organisations where necessary and lawful.

We will take appropriate steps to protect personal information during such a transaction.

24. CHILDREN

Our ecommerce services are intended to be used by customers who are able to enter into purchases lawfully or with appropriate involvement from a parent or guardian where required.

We do not knowingly seek to use children's personal information for direct marketing without an appropriate lawful basis.

25. RELATED FRIENDLY TURTLE POLICIES

For further information about shopping with Friendly Turtle, please review:

26. CHANGES TO THIS PRIVACY POLICY

We may update this Privacy Policy when our business, technology, service providers, privacy practices or applicable requirements change.

The current version will be published on friendlyturtle.com with an updated revision date.

Where a change materially affects how we use personal information, we will take appropriate steps to provide additional notice where required.

27. CONTACT US

For privacy questions, requests or concerns, contact:

The Friendly Turtle Company Ltd
Trading as Friendly Turtle
Company number: 11720790