Last updated: 30 September 2026
This Privacy Policy explains how Jewellery Doctor Online Ltd (“Jewellery Doctor”, “we”, “us”) uses personal information when you visit jewellerydoctor.co.uk, contact us, request a quote or packaging, send an item for repair, make a payment, or use our repair-tracking and customer services.
Who is responsible for your information?
Jewellery Doctor Online Ltd is the data controller. Company number SC263753. Registered office: 58 Long Lane, Broughty Ferry, Dundee DD5 1HH. Contact: hello@jewellerydoctor.co.uk.
Information we collect
Depending on how you use our services, we may collect your name, postal and email addresses, telephone number, repair and quote details, item descriptions and photographs, correspondence, delivery and tracking information, payment status and transaction references, and information you provide in forms or surveys. We may also receive information from a person arranging a repair on your behalf.
When you use the Website, our systems may record technical information such as IP address, device and browser details, pages visited and security logs. Optional analytics or advertising information is collected only according to your cookie choices. Please avoid including sensitive personal information in free-text fields unless it is needed for your enquiry.
Why we use information and our lawful bases
- Enquiries, quotes and repairs: to respond to you, assess an item, provide a quote, arrange repair, delivery and support. This is necessary to take steps at your request before a contract and to perform a contract.
- Payments and records: to take or reconcile payment, prevent or investigate disputed or duplicate transactions, and keep accounting and tax records. This is necessary to perform a contract and meet legal obligations; related fraud prevention and dispute handling may also be based on our legitimate interests.
- Service messages: to send quote, payment, repair, delivery and account updates. These are part of providing the requested service.
- Website operation and security: to maintain, troubleshoot and protect our systems, and prevent misuse. We rely on legitimate interests, balanced against your rights.
- Analytics and advertising measurement: Google Analytics and Meta Pixel are used only if you consent through our cookie controls. You can change or withdraw that choice at any time.
- Marketing: where you have opted in, to send news and offers by email. You can unsubscribe at any time. We keep a minimal suppression record where needed to respect your opt-out.
Who receives information?
We share information only where needed with service providers who support our work, such as website hosting and technical support, email delivery, payment providers (including Opayo and Stripe), and postal or courier services. Payment card details are entered on the relevant provider’s hosted payment page; we do not receive or store the full card number or security code through our Website. We may disclose information to professional advisers, insurers, regulators, law enforcement or other parties where required by law or needed to establish, exercise or defend legal claims.
Google Analytics and Meta receive information only when you allow the relevant optional cookies. Newsletter emails are managed through our email marketing provider after you subscribe. Our providers may process information under their own terms and privacy notices.
International processing
Some service providers may process information outside the UK. Where UK data protection law requires safeguards for an international transfer, we use an applicable mechanism such as UK adequacy regulations or approved contractual protections. You can contact us for more information about relevant safeguards.
How long we keep information
We keep personal information only for as long as reasonably needed for the purpose for which it was collected. Quote, repair, customer-service and delivery records are generally retained while we provide the service and for a reasonable period afterwards to handle queries, warranty matters, disputes and legal claims. Financial and company accounting records are retained for the periods required by law; for many UK company accounting records this is generally six years from the end of the relevant financial year. Marketing information is kept until you unsubscribe, with a limited suppression record retained to honour that choice. Security logs and optional cookie data are kept for periods appropriate to their purpose. We may retain information for longer where a legal obligation or an active claim requires it.
Your rights
Subject to the law and any applicable exceptions, you can ask to access your personal information, correct inaccurate information, request erasure or restriction, object to processing based on legitimate interests, or request a portable copy of information processed by automated means on the basis of consent or contract. Where processing relies on consent, you can withdraw it at any time; this does not affect processing already carried out. You can unsubscribe from marketing using the link in an email.
To exercise a right, email hello@jewellerydoctor.co.uk. We may need to verify your identity. We normally respond within one month, subject to lawful extensions for complex or multiple requests.
Complaints and contact
Please contact us first if you have a concern so we can try to resolve it. You also have the right to complain to the UK Information Commissioner’s Office (ICO) at ico.org.uk/make-a-complaint.
We may update this policy from time to time by publishing a new version here and changing the “Last updated” date.
