Pregnancy
New mum
Bariatric
Active
Gut health
Plant-based
Over 50
Privacy policy
Last updated: 30 September 2026
This policy explains what personal information we collect when you use naturelo.co.uk or buy from us, why we use it, who we share it with and the choices you have. We've tried to keep it short and plain. If anything isn't clear, email support@naturelo.co.uk and we'll explain.
Who we are
NATURELO United Kingdom is a trading name of Whole Food Health Ltd, a company registered in England and Wales (company number 10973408). Our registered office is 20-22 Wenlock Road, London, N1 7GU. We are the controller of the personal information described in this policy.
You can contact us about anything in this policy at support@naturelo.co.uk.
What we collect
- Your details: name, email address, phone number, and delivery and billing addresses.
- Your orders and subscriptions: what you buy, how often it's delivered, and your order and returns history.
- Payment information: payments are handled by Shopify Payments and PayPal. We see the payment method type and the last four digits of a card, but never your full card number.
- Your routine answers: if you use Build your routine or answer the questions in your basket, we keep your answers with your order so we can recommend the right products and understand what you chose.
- Your feedback: if you answer our optional questions after you order, such as where you heard about us and how easy it was to order, we keep your answers with your order to improve our service and marketing.
- Messages: anything you send us by email or through our contact form.
- Reviews: if you leave a review, your name, rating and comments.
- How you use the site: pages viewed, device and browser type, approximate location and similar information, collected by cookies. We only use analytics and advertising cookies if you agree to them.
Information about your health
Some of our products are made for particular stages of life, such as pregnancy or life after bariatric surgery. If you tell us something about your health, for example by choosing a pregnancy routine or mentioning a condition in a message, we use it only to recommend products and to help you, and only with your consent. We never use it for advertising. You can ask us to delete it at any time.
How we use your information, and why
| What we do | Our legal basis |
|---|---|
| Take payment, pack and deliver your order, and manage your subscription | To perform our contract with you |
| Reply to your messages, handle returns and refunds | To perform our contract with you, and our legitimate interest in looking after customers |
| Keep order and tax records | To meet our legal obligations |
| Send our fortnightly letter and marketing emails | Your consent, or for existing customers our legitimate interest in telling you about similar products. You can unsubscribe at any time |
| Remind you about items left in your basket | Our legitimate interest, or your consent where the law requires it |
| Understand how the site is used and improve it | Your consent (analytics cookies) |
| Show you relevant adverts on other sites | Your consent (advertising cookies) |
| Ask optional questions after you order, and use the answers to improve the site and our marketing | Our legitimate interest in improving our service. Answering is up to you |
| Prevent fraud and keep the site secure | Our legitimate interest in protecting our business and customers |
Who we share it with
We don't sell your personal information. We share it only with companies that help us run the shop, and only what they need:
- Shopify, which hosts our website and checkout.
- Shopify Payments and PayPal, which process payments.
- Seal Subscriptions, which manages Subscribe & Save orders.
- Our UK fulfilment warehouse and Royal Mail, which pack and deliver your order.
- Klaviyo, which sends our emails.
- Gorgias, which we use to answer customer messages.
- Judge.me, which collects and displays product reviews.
- Google, Meta and Microsoft Clarity, for analytics and advertising, only if you accept those cookies.
- Our accountants and professional advisers, and public authorities where the law requires it.
Some of these companies are based outside the UK, mainly in the United States. Where your information is transferred outside the UK, it is protected by safeguards recognised under UK law, such as the UK Extension to the EU-US Data Privacy Framework or the UK International Data Transfer Agreement.
Cookies
Cookies are small files stored by your browser. Some are needed for the site to work, for example to remember your basket. Others help us understand how the site is used or show you relevant adverts, and we only set those if you say yes. You can change your choice at any time using Cookie preferences at the bottom of every page.
How long we keep it
- Order, payment and tax records: 6 years after the end of the financial year they relate to, as UK tax law requires.
- Your account and subscription details: while your account is open, then as above for order records.
- Messages to our customer service team: up to 3 years.
- Marketing preferences: until you unsubscribe, after which we keep a note so we don't email you again.
- Analytics data: up to 14 months.
Your rights
Under UK data protection law you can ask us to:
- give you a copy of the personal information we hold about you;
- correct anything that's wrong or incomplete;
- delete your information, where we don't need to keep it;
- limit how we use it, or object to us using it for our legitimate interests or for marketing;
- send your information to you or another company in a common format.
Where we rely on your consent, you can withdraw it at any time. To use any of these rights, email support@naturelo.co.uk. We'll reply within one month and there's no charge.
If you're unhappy with how we've handled your information, please tell us first so we can put it right. You also have the right to complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.
Keeping your information safe
Our website and checkout use encrypted connections, and we only give access to people and companies who need it. No system is completely secure, but we take care to protect your information and will tell you and the ICO if something goes wrong where the law requires it.
Children
Our website is for adults. We don't knowingly collect information from anyone under 18.
Changes to this policy
We'll update this page if the way we use your information changes, and show the date at the top. If a change is significant, we'll let customers know by email.
