Privacy Policy

Last updated: 05/12/2025

Your privacy matters to us. This Privacy Policy explains how Emerald Koala collects, uses, stores and protects your personal data in accordance with UK GDPR and the Data Protection Act 2018.

1. Who We Are

Emerald Koala
Email: greens@emeraldkoala.co.uk
Website: www.emeraldkoala.co.uk
We are the “data controller” responsible for your personal information.

2. What Data We Collect

We may collect the following data:

Information you provide

• Name

• Postal address

• Email address

• Phone number

• Payment details (processed securely by third-party providers)

• Account log-in details

• Order history

Automatically collected information

• IP address

• Browser type

• Device information

• Cookie data

• Pages visited and actions taken on our website

Optional information

• Newsletter preferences

• Survey responses

• Customer support messages

3. How We Use Your Data

We use your information to:

• Process and deliver your orders

• Provide customer support

• Manage payments and refunds

• Send order confirmations and updates

• Improve our website and user experience

• Send marketing communications if you opt in

• Detect and prevent fraud

We will never sell your data.

4. Marketing Communications

You will only receive marketing emails if:

• You opted in when placing an order

• You subscribed to our newsletter

• You have an existing customer relationship under “soft opt-in” rules

You can unsubscribe at any time via:

• The link in any email

• Contacting us directly at greens@emeraldkoala.co.uk

5. Cookies

Our website uses cookies to:

• Improve site performance

• Enhance your browsing experience

• Analyse traffic

• Enable checkout functionality

You can control cookies through your browser settings.

6. Legal Basis for Processing

We process your data under:

• Contractual obligation (processing orders)

• Legitimate interest (customer support, fraud prevention, improving our site)

• Consent (email marketing, cookies)

• Legal obligation (tax and accounting requirements)

7. Sharing Your Data

We may share your information with trusted third parties, including:

• Payment processors (e.g., Stripe, PayPal)

• Courier services

• Email service providers

• Website analytics tools

• IT and security services

All third parties are GDPR compliant and only process data on our behalf.

8. Data Retention

We retain your information only as long as necessary for:

• Order fulfilment

• Legal obligations

• Resolving disputes

• Accounting and tax requirements (typically 6 years)

9. Your Rights (UK GDPR)

You have the right to:

• Access your personal data

• Request correction of inaccurate info

• Request deletion (“right to be forgotten”)

• Restrict or object to processing

• Withdraw consent at any time

• Request transfer of your data (data portability)

To exercise your rights, email greens@emeraldkoala.co.uk

10. How We Protect Your Data

We use industry-standard measures including:

• SSL encryption

• Secure payment processing

• Regular security audits

• Limited access to sensitive information

However, no online system is 100% secure.

11. International Transfers

Some service providers may store data outside the UK/EEA.
We ensure that appropriate safeguards (such as Standard Contractual Clauses) are in place.

12. Changes to This Policy

We may update this Privacy Policy to reflect changes in the law or our practices. The updated date will always appear at the top.

13. Contact Us

If you have questions or concerns, please contact:

Email: greens@emeraldkoala.co.uk