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Privacy Policy

Privacy Policy

Last updated: 24/5/18

Proleno is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. This privacy policy sets out how Proleno uses and protects any information that you give to us when you use this website or sign up for our newsletter. Proleno may change this policy from time to time by updating this page, so you should check back from time to time to ensure that you are happy with any changes.

At Proleno we take privacy seriously and only use the information we collect to provide the services that you request. We do not share or sell the information we collect for any other purpose than to provide the best possible service. At any time, you may request a copy of information we have recorded about you. You may also request that we remove all identifiable information with respect to yourself.

What personal information do we collect?

We collect personal data from you when you provide it to us directly, through your use of the website, and if you sign up for our newsletter. This information may include:

  • Information you provide to us when you use our website (e.g. your name, contact details, product reviews, and any information that you add to your account profile)
  • Transaction and billing information, if you make any purchases from us. We do not store credit card details nor do we share customer details with any third parties.
  • Records of your interactions with us (e.g. if you contact customer services or interact with us on social media)
  • Information that you provide if you sign up for our newsletter
  • Information collected automatically, using cookies and other tracking technologies (e.g. pages on our site that you have viewed and whether you clicked on a link in one of our newsletters). We may also collect information about the device you use to access the website and other information that is necessary to provide the website

For the exhaustive list of cookies we collect see the List of cookies we collect section.

How do we use the information that we gather?

Depending on how you use our website, your interactions with us, and the permissions you give us, the purposes for which we use your personal data may include:

  • To fulfil your order and maintain your online account
  • To manage and respond to any queries or complaints to our customer service team
  • To improve and maintain the website, and monitor its usage
  • To send you marketing messages or information that we believe will be useful to you, but only if you have subscribed to our newsletter
  • For security purposes, to investigate fraud and where necessary to protect ourselves and third parties
  • To comply with our legal and regulatory obligations

We rely on the following legal basis, under data protection law, to process your personal data:

  • Because the processing is necessary to perform a contract with you, or take steps prior to entering into a contract with you (e.g. where you have made a purchase with us, we use your personal data to process the payment and fulfil your order)
  • Because we have obtained your consent (e.g. where you contact us with a query, where you add optional information to your account profile, or if you consent to receive marketing communications from us)

Who do we share your personal information with?

We share personal data with third parties as necessary to provide the services that you request:

  • With our suppliers and service providers, e.g.:
    • Payment processors
    • Order management software providers
    • Delivery companies
    • Email service providers
  • With our professional and legal advisors
  • With third parties engaged in fraud prevention and detection
  • With law enforcement or other governmental authorities, e.g. to report a fraud or in response to a lawful request
  • Otherwise where we have your consent or are otherwise legally permitted to do so


We love to communicate with our customers and so, if you choose to, you can sign up for our newsletter. We may use your personal data to send you marketing messages by email if you are subscribed to our newsletter. Some of these messages may be tailored to you, based on your previous browsing or purchase activity, and other information we hold about you. We share your information with our mailing provider, Mailchimp, who provide no lesser security than ourselves.

If you no longer want to receive marketing communications from us you can easily unsubscribe from any marketing email. If you unsubscribe from marketing, please note we may still contact you with service messages from time to time (e.g. order and delivery confirmations, and information about your legal rights). When you unsubscribe from the newsletter, the personal information held by Mailchimp is deleted (a record of your email address will be retained to ensure that you receive no further marketing communications from us).

Storage and Retention

We use service providers based around the world, so your personal data may be processed in countries outside of Europe, including in countries where you may have fewer legal rights in respect of your data than you do under local law. If we transfer personal data outside the European Economic Area we will, as required by applicable law, ensure that your privacy rights are adequately protected by appropriate safeguards, in particular the EU’s standard contractual clauses.

We will keep your personal data for as long as necessary for the purposes set out above, and so this period will vary depending on your interactions with us. For example, where you have made a purchase with us, we will keep a record of your purchase for the period necessary for invoicing, tax and warranty purposes. We may also keep a record of correspondence with you. Where we no longer have a need to keep your information, we will delete it. Please note that if you unsubscribe from our marketing communications, we will keep a record of your email address to ensure that we do not send you marketing emails in future.


We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. Communications via pages on our website that handle personal information, such as customer login or account pages, are encrypted for your security.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

Certain cookies are essential for the correct operation of this website.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data are deleted.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You have certain rights in respect of your personal data, including the right to access, amend, and request the erasure of your personal data.

You also have the right to object to your personal data being used for certain purposes, including to send you marketing (see ‘Marketing’ above for details of how to opt-out of marketing.

You also have the right to object to your personal data being used for certain purposes, including to send you marketing (see ‘Marketing’ above for details of how to opt-out of marketing.

We will comply with any requests to exercise your rights in accordance with applicable law. Please be aware, however, that there are a number of limitations to these rights, and there may be circumstances where we are not able to comply with your request. To make any requests regarding your personal data, or if you have any questions or concerns regarding your personal data, you should contact us using the details below. You are also entitled to contact your local supervisory authority for data protection.

  • By post to: Data Controller, Proleno Limited, Rectory Farm Business Park, Upper Stondon, Henlow, Beds. SG16 6JY, United Kingdom
  • By email to:

List of cookies we collect

The table below lists the cookies we may set/collect, depending on your use of the website, and what information they store.

COOKIE name COOKIE Description
CART The association with your shopping cart.
CATEGORY_INFO Stores the category info on the page, that allows to display pages more quickly.
CURRENCY Your preferred currency
CUSTOMER An encrypted version of your customer id with the store.
CUSTOMER_AUTH An indicator if you are currently logged into the store.
CUSTOMER_INFO An encrypted version of the customer group you belong to.
CUSTOMER_SEGMENT_IDS Stores the Customer Segment ID
EXTERNAL_NO_CACHE A flag, which indicates whether caching is disabled or not.
FRONTEND You sesssion ID on the server.
GUEST-VIEW Allows guests to edit their orders.
LAST_CATEGORY The last category you visited.
LAST_PRODUCT The most recent product you have viewed.
NEWMESSAGE Indicates whether a new message has been received.
NO_CACHE Indicates whether it is allowed to use cache.
STORE The store view you have selected.
_UTMA Google Analytics - records the number of times a visitor has been to the site, when their first visit was, and when their last visit occurred.
_UTMB Google Analytics - calculates how long a visit takes by collecting the time when a visitor enters the site.
_UTMC Google Analytics - calculates how long a visit takes by collecting the time when a visitor leaves the site. It stays for 30 minutes for another pageview to happen, and if it doesn’t, it expires.
_UTMZ Google Analytics - records where the visitor came from, what search engine was used, what link was clicked on, what keywords used, and where in the world the site was accessed from.
VIEWED_PRODUCT_IDS The products that you have recently viewed.