Who is responsible?
Letterbox Livefoods Ltd, company number 13546423, is the controller for its customer enquiries and the operation of this website. Registered office: 42 Shamblers Road, Cowes, England, PO31 7HE. Contact sales@letterboxlivefoods.co.uk for a privacy question or request.
This notice covers this website, the customer services available through your Herp Commerce account and enquiries you send to us.
Information involved
Our hosting and catalogue services receive technical request information such as IP address, browser details, requested resources and timestamps to deliver and protect the website. The shop requests its catalogue, despatch status and images from external services.
When you create an account or use checkout, we handle the details needed for those services, including your name, email address, sign-in information, delivery details, basket contents, order records and regular-delivery choices.
When you contact us by email or through your account, we receive your message, any photographs or attachments and the order details you include. We also receive any product reviews you submit. Please provide only what is needed to handle your request.
Cookies and browser storage help keep you signed in, carry your basket and checkout choices between pages, and remember your privacy preference. See the Cookie Policy for details.
Why we use information
We use account, checkout and enquiry information to provide the services you request, answer questions, take requested steps before an order and support an existing purchase, relying on contract-related necessity where applicable. Our legitimate interests are running a usable, secure shop, preventing misuse and keeping proportionate support records. We use information to meet legal obligations where required.
We do not treat browsing, using the basket or emailing support as permission to send marketing. Any consent-based marketing is explained separately.
Services and sharing
Vercel hosts this site. Supabase supports our catalogue, customer accounts, baskets, order records and support services. Some product images load from the EKM image service. Our email provider processes messages so we can respond. Requests to those services may expose technical connection information to them.
Stripe provides the payment forms and handles payment details. Its services may collect transaction and device information, including through cookies and similar technology, to provide payment features and help prevent fraud. See Stripe’s privacy information ↗.
Your Herp Commerce account can be used across Letterbox Livefoods, Frozen Rodent and The Reptile Warehouse, with orders available in one customer area. Each shop has its own basket, checkout and privacy information.
Information may also need to be disclosed to professional advisers, regulators or authorities where required. Other websites have their own privacy information.
Service providers may process data outside the UK. Where a restricted international transfer applies, appropriate safeguards or an applicable adequacy arrangement are required. Contact us for information about the safeguards relevant to your data.
How long information is kept
Browser storage follows the durations in our Cookie Policy. Enquiries are retained for as long as needed to resolve the issue and handle related disputes; relevant purchase records may need to be retained for tax, accounting or other legal obligations. Technical logs follow the hosting providers’ configured retention.
The period depends on the record’s purpose and applicable obligations. Contact us for the retention period applying to a particular record or to request deletion where available.
Your rights and choices
Depending on the circumstances, you can request access, correction, erasure, restriction or portability of your personal data, and object to processing based on legitimate interests. Where processing relies on consent, you can withdraw it. We may need proportionate information to verify a request.
Email sales@letterboxlivefoods.co.uk with your request. You can also complain to the UK Information Commissioner’s Office: contact the ICO ↗.
Please enter payment details only in the payment form. Do not send card details or passwords by email or in a support request.