Privacy policy


Your privacy is important to us. This Privacy Policy describes how we collect and use your personal data. By visiting our website you are agreeing to accept our policy below.


How do we collect information from you?

In operating and maintaining our website we may collect and process the following information about you:

- Information about how you are using our site such as details about pages viewed and resources accessed. This includes traffic data, location data and communication data.

-  When you search for or purchase a product we receive and store personal information you enter such as name, delivery and billing address, email address and phone number. This information is provided voluntarily by you and is used to complete your transaction. Your credit or debit card information is not held by us, it is collected by our third-party payment processors, who specialise in the secure online capture and processing of credit/debit card transactions.

- The information you provide to us during communications, by means such as email and telephone, which are used for the purposes of completing your query.


How is your information used?

We use the information that you provide us with and the data we collect from you to provide our services to you in the following way:

(a) To process and arrange delivery of your order with us on our website.

(b) To communicate with you when you request information from us regarding products or services.

(c) To communicate with you regarding order issues, delays or cancellations.

(d) To communicate with you about other products, services, news or special offers that may be of interest to you. Please note: such communications will only be provided once you have consented to receive such information by subscribing to our mailing list or explicitly asking us to add you to our Friends and Family database.

If you agree to us providing you with marketing information by joining our Friends and Family database, you can always opt out at a later date by contacting us at or clicking on the unsubscribe link in any marketing email. Please see below for more information about our mailing list.

(e) We may also use aggregate information and statistics for the purposes of monitoring website usage in order to help us to develop our website and our services. These statistics will not include information that can be used to identify you.

We review our retention periods for personal information on a regular basis. We are legally required to hold some types of information to fulfil our statutory obligations (for example in processing your order or query or repair). We will hold your personal information on our systems for as long as is necessary for the relevant activity, or as long as is set out in any relevant contract you hold with us.


Who has access to your information?

We will not sell or rent your information to third parties. We will not share your information with third parties for marketing purposes.


Third Party Service Providers working on our behalf:

We may pass your information to our third party service providers, agents, subcontractors and other associated organisations for the purposes of completing tasks and providing services to you on our behalf; for example when arranging delivery of an item. However, when we use third party service providers, we disclose only the personal information that is necessary to deliver the service and we have a contract in place that requires them to keep your information secure and not to use it for their own direct marketing purposes. We will not release your information to third parties beyond what is set out above, unless we are required to do so by law, for example, by a court order or for the purposes of prevention of fraud or other crime. 

When you are using our secure online pages, your payment is processed by a third party payment processor, who specialises in the secure online capture and processing of credit/debit card transactions. We use Shopify Payments, powered by Stripe and PayPal Express Checkout who have access to the personal information you provide us with that is needed to perform their functions but they may not use it for other purposes. We do not store or share financial information with third parties.  If you have any questions regarding secure transactions, please contact us at

If our business is sold or integrated with another business your details may be disclosed to our advisers and any prospective purchasers and their advisers and will be passed on to the new owners of the business.


Your Choices

You have a choice about whether or not you wish to receive information from us. If you do not want to receive direct marketing communications from us about our products, promotions or services, then you can select your choices by ticking the relevant boxes situated on the form on which we collect your information.

We will not contact you for marketing purposes by email, phone or text messages unless you have given your prior consent. We will not contact you for marketing purposes if you have indicated that you do not wish to be contacted. You can change your marketing preferences at any time by contacting us by email or telephone 0208 509 4884.


How you can access and update your information

The accuracy of your information is important to us. We’re working on ways to make it easier for you to review and correct the information that we hold about you. In the meantime, if you change email address or any of the other information we hold is inaccurate or out of date, please email us at or write to us at 114 High Street, Walthamstow, London, E17 7JY. Alternatively, you can telephone 020 85200293.

You have the right to ask for a copy of the information we hold about you (we may charge £10 for information requests) to cover our costs in providing you with details of the information we hold about you.


Security precautions in place to protect the loss, misuse or alteration of your information

When you give us personal information, we take steps to ensure that it’s treated securely. Any sensitive information (such as credit or debit card details) is encrypted and protected with the following software 128 Bit encryption on SSL. When you are on a secure page, a lock icon will appear on the bottom of web browsers such as Microsoft Internet Explorer.

Non-sensitive details (your email address etc.) are transmitted normally over the Internet, and this can never be guaranteed to be 100% secure. As a result, while we strive to protect your personal information, we cannot guarantee the security of any information you transmit to us, and you do so at your own risk. Once we receive your information, we make our best effort to ensure its security on our systems. Where we have given (or where you have chosen) a password which enables you to access certain parts of our websites, you are responsible for keeping this password confidential. We ask you not to share your password with anyone.



We may analyse your personal information to create a profile of your interests and preferences so that we can contact you with information relevant to you. We may make use of additional information about you when it is available from external sources to help us do this effectively. We may also use your personal information to detect and reduce fraud and credit risk.


Use of 'cookies'

Like many other websites, this Website uses cookies. 'Cookies' are small pieces of information sent by an organisation to your computer and stored on your hard drive to allow that website to recognise you when you visit. They collect statistical data about your browsing actions and patterns and do not identify you as an individual. For example, we use cookies to store your country preference. This helps us to improve our website and deliver a better more personalised service.

It is possible to switch off cookies by setting your browser preferences. Turning cookies off may result in a loss of functionality when using our website.


Links to other websites

Our website may contain links to other websites run by other organisations. This privacy policy applies only to our website‚ so we encourage you to read the privacy statements on the other websites you visit. We cannot be responsible for the privacy policies and practices of other sites even if you access them using links from our website.

In addition, if you linked to our website from a third party site, we cannot be responsible for the privacy policies and practices of the owners and operators of that third party site and recommend that you check the policy of that third party site.


16 or Under

We are concerned to protect the privacy of children aged 16 or under. If you are aged 16 or under‚ please get your parent/guardian's permission beforehand whenever you provide us with personal information.


Transferring your information outside of Europe

As part of the services offered to you through this website, the information which you provide to us may be transferred to countries outside the European Union (“EU”). By way of example, this may happen if any of our servers are from time to time located in a country outside of the EU. These countries may not have similar data protection laws to the UK. By submitting your personal data, you’re agreeing to this transfer, storing or processing. If we transfer your information outside of the EU in this way, we will take steps to ensure that appropriate security measures are taken with the aim of ensuring that your privacy rights continue to be protected as outlined in this Policy.

If you use our services while you are outside the EU, your information may be transferred outside the EU in order to provide you with those services.


Website recording

The information collected on our website is used to improve our website usability and is stored and used for aggregated and statistical reporting.


Subscribing to our Friends and Family Mailing List

When you subscribe to our Friends & Family mailing list we will store your email address to send you occasional e-newsletters keeping you up to date with the latest events, sales previews and offers. By opting in you agree to receive this information and accept that Charles Fish and Fish Brothers Group Ltd may use your information for future marketing and promotion purposes. We will NOT share your data with any other party. If at any time in the future our policy changes in any way, we will write to you informing you of these changes and requesting any relevant consent.


Review of this Policy

We keep this Policy under regular review. This Policy was last updated in March 2018. If any changes are made to our Privacy Policy, they will be listed here and supersede this version of the policy. We will take reasonable steps to draw your attention to any changes in policy if you are on our mailing list.


Contacting Us

If you have any questions about this policy, or if you would like to know what information we have collected about you, please email us at or call us on 0208 509 4844.

The website is operated by Fish Brothers Group Ltd, registered in the United Kingdom. The registered office is at 114 High Street, Walthamstow, E17 7JY

Fish Brothers Group Ltd

114 High Street, Walthamstow, E17 7JY (Address and place of registration)

Company Registration Number: 81027

VAT number: 248106471

The website is operated by Fish Brothers Group Ltd, registered in the United Kingdom. The registered office is at 114 High Street, Walthamstow, E17 7JY


Company Registration Number: 81027

VAT number: 248106471