Our privacy policy.

This Privacy Notice describes how Collagen Health Ltd, trading as Eternal Collagen, collects, uses, stores, and protects your personal information.

For the purposes of the General Data Protection Regulation and the UK GDPR, Eternal Collagen is the data controller in relation to your information. We are registered in England and Wales under company number 16449950. Our registered office is Archer House, Northbourne Road, Eastbourne, East Sussex, BN22 8PW.

This notice applies to any Eternal Collagen website or service that references it. Some services may have separate privacy notices, in which case those notices take precedence for the service they relate to.

Eternal Collagen is a direct to consumer supplement brand. Our website sells Eternal Collagen, our marine collagen liquid supplement, directly to you. We do not act as a comparison site, a marketplace, or an introducer to other businesses. When you buy from us, your contract is with Collagen Health Ltd, full stop.

To the extent permitted by applicable law, we collect information about you when you:

• Register an account on our website
• Place an order, where we collect your name, delivery address, billing address, email, and phone number
• Sign up to our newsletter
• Contact us by email, phone, SMS, social media, or live chat
• Leave a product review

We also collect technical information from your device when you visit our site, including IP address, device type, browser type, referral source, pages viewed, and time on site. We collect this using cookies and similar technologies, described in Section 9.

We do not collect payment card details on our servers. All card payments are processed directly by our payment providers (Shopify Payments, Stripe, PayPal, Klarna) and we never see your full card number.

We use your information for the following purposes:

To fulfil your order

We use your name, address, email, and phone number to confirm your order, send dispatch notifications, deliver the product, and provide customer support if anything goes wrong.

To communicate with you

We may contact you by email, SMS, or phone in relation to an order, a return, a customer service query, or to ask about your experience.

To send marketing

If you have signed up to our newsletter or opted in at checkout, we may email you about new products, offers, and content. Every marketing email includes a clear unsubscribe link, and you can opt out at any time by emailing info@eternalcollagen.co.uk.

To improve our website and products

We use aggregated analytics to understand how customers use our site, which pages they read, where they drop off, and which products they buy together. This data is anonymous and is not used to identify individuals.

For advertising

We work with platforms such as Meta (Facebook and Instagram), Google, TikTok, and similar networks to show ads to people who have visited our site or who match the profile of our existing customers. You can opt out at any time by adjusting cookie preferences on our site or directly with the platform.

We share your data only with parties who help us run the business. These include:

• Shopify, who host our website and process orders
• Payment providers (Shopify Payments, Stripe, PayPal, Klarna), who process card and finance payments
• Our fulfilment partner, who picks, packs, and ships your orders
• Couriers (Royal Mail, DPD, Evri, and similar), who deliver your products
• Email and marketing platforms (such as Klaviyo), who send order confirmations and marketing emails on our behalf
• Review platforms (such as Trustpilot), where you may leave a review of your experience
• Analytics and advertising platforms (Google, Meta, TikTok, Microsoft), where we use aggregated and pseudonymised data to improve and promote the business

Each of these partners is contractually required to handle your data in line with applicable data protection law. We do not sell your data to anyone.

Some of the services we use (for example, US based email and advertising platforms) may transfer your data outside the UK or European Economic Area. When this happens, we ensure appropriate safeguards are in place, including the use of UK and European Commission Standard Contractual Clauses or equivalent transfer mechanisms.

If you do not want your data to be transferred outside the UK or EEA, you should not use our website or services.

We keep your data only for as long as necessary for the purpose it was collected.

• Order records: Kept for 7 years after your last order, as required by UK tax and accounting law.
• Marketing data: Kept until you unsubscribe or ask us to remove you.
• Customer support correspondence: Kept for up to 3 years for quality and dispute resolution purposes.
• Analytics data: Aggregated and anonymised, kept indefinitely. Individual session data typically expires within 26 months.

Under the UK GDPR, we must have a valid lawful basis for each processing activity. Ours are:

• Performance of a contract: When you place an order, we process your data to fulfil the contract between us.
• Legitimate interest: For internal administration, fraud prevention, and improving our products and service.
• Consent: For marketing communications and non-essential cookies. You can withdraw consent at any time.
• Legal obligation: For records we are required to keep by law, including tax and accounting records.

If you are based in the UK, EEA, or another jurisdiction with similar data protection law, you have the following rights:

• The right to be informed about how we use your data
• The right to access the data we hold about you
• The right to have inaccurate data corrected
• The right to have your data erased in certain circumstances
• The right to restrict or object to processing
• The right to data portability
• The right to withdraw consent for marketing at any time
• The right to object to automated decision making
• The right to lodge a complaint with the supervisory authority (the ICO in the UK)

To exercise any of these rights, please email info@eternalcollagen.co.uk. We will respond within one month, in line with our legal obligations.

Cookies are small text files stored on your device when you visit a website. We use cookies to make the site work, to remember your preferences, to understand how the site is used, and to deliver relevant advertising.

Strictly necessary cookies

Required for the website to function. These include cookies that remember your shopping cart, keep you logged in, and protect against fraud. These cookies cannot be turned off.

Performance and analytics cookies

Help us understand which pages are popular, where people drop off, and how we can improve the experience. These collect anonymous, aggregated data. We use Google Analytics and similar tools.

Functionality cookies

Remember your preferences, such as language and region, to give you a more personal experience.

Targeting and advertising cookies

Used by us and our advertising partners to show you relevant ads based on your browsing. You can disable these at any time through our cookie preferences panel or directly with the advertising network.

If you choose to pay using Klarna's Pay Later or Pay in 3 options, we share certain personal details with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden. This includes your contact and order details, which Klarna uses to assess your eligibility for their payment options and to manage the payment plan.

For more information about how Klarna handles your data, please see their privacy policy on the Klarna website.

We take the security of your personal data seriously. Our website runs on Shopify, which provides industry standard security including TLS encryption for all data transmitted between your browser and our servers, PCI DSS compliant payment processing, and regular security audits.

However, no system is completely secure. If you become aware of a security issue with our site, please email us immediately at info@eternalcollagen.co.uk.

We may update this Privacy Notice from time to time. When we do, the updated version will be published on this page with a new last updated date at the top. Where the change is material, we will also notify you by email if we hold an email address for you.