1. Two kinds of email
Service email is part of the contract: order confirmations, status changes, refill notices, password resets and security alerts. You cannot unsubscribe from these while you have an active account or a running order, because they are how we tell you what is happening to something you paid for.
Marketing email is everything else: offers, new services, seasonal campaigns. It is optional, it is only sent with your consent, and one click stops it.
2. How consent is given
We send marketing email only where you have opted in — by ticking a box that was not pre-ticked, or by asking us to. Placing an order does not by itself subscribe you to marketing.
We record when consent was given and through which route, because we have to be able to prove it. Those records are kept as set out in the Data Retention Policy.
3. How to stop it
Every marketing email carries an unsubscribe link that works without signing in and takes effect immediately. You can also ask through the Contact page. Unsubscribing from marketing does not affect service email, and does not affect your orders.
4. What we never do
- We do not sell, rent or share your email address with third parties for their own marketing.
- We do not add addresses collected from support conversations or order forms to a marketing list.
- We do not use dark patterns to obtain consent — no pre-ticked boxes, no consent bundled into checkout as a condition of buying.
- We do not send anything to an address that has unsubscribed, except service email tied to an order you place afterwards.
5. Frequency and content
Marketing email is infrequent by design. Each message says who it is from, why you are receiving it, and how to stop it. If we materially change what we send, we ask again rather than assuming the old consent covers it.
6. Other channels
If we ever add another marketing channel — SMS, push, messaging apps — it will require its own separate consent. Consent for email is never treated as consent for anything else.