These terms and conditions were last amended on 28/07/2021 © Iceland Foods Limited.
These terms and conditions govern your use of our website, our Bonus Card, our Bonus Card savings scheme, and your relationship with Iceland.
Please read these terms and conditions carefully. By using our website, using our Bonus Card or submitting an order, you are agreeing to the terms that appear below.
"You" and "Your" means anyone who uses the website or orders products from Iceland.
"Iceland" or "We" or "Us" or "Our" means Iceland Foods Limited.
"Website" means www.iceland.co.uk
These terms and conditions regulate the supply of products to you by us. Any other terms, conditions or representations (other than those made fraudulently or implied by statute) are excluded.
Your statutory rights are not affected.
We are Iceland Foods Limited of Second Avenue, Deeside Industrial Park, Deeside, CH5 2NW. We are a company registered in England and Wales, with a registration number of 01107406. We are also a VAT registered company with our VAT registration number being 849 7544 70.
2.1 Personal use: You are personally welcome to use our website to browse our information, access your online account or Bonus Card information, or to place an online order.
2.2 Hacking: You must not hack into our website, attempt to post content which is in any way offensive or obscene, or use our website or your online shopping account to distribute any kind of computer virus.
2.3 Linking: You are not permitted to link to our website from any of your own sites or business pages, without our express prior approval.
2.4 Accuracy: We try to ensure that any details, descriptions and prices which appear on our website are accurate. Sometimes errors can occur. We will try to rectify pricing errors as soon as possible. We reserve the right to correct any error or omissions without any prior notice.
2.5 Third party links: We may include links on our website to other sites that are not controlled by us. We are not responsible for any content on such websites.
3.1 Content: All copyright, trademarks and all other intellectual property rights in all material or content supplied as part of the website shall remain at all times be vested in us or our third-party licensors. All rights are reserved.
3.2 Use: You may use the content on our website for your personal use in placing orders through our website or informing yourself in respect of our business. However, you must not otherwise copy, reproduce, transmit, publish, display, distribute, commercially exploit, use or create derivative works of any material data and content on our website without our prior written permission.
3.3 Trade marks: 'Iceland' and 'Iceland Foods' are trade marks. Use of these trade marks is not permitted without our express written permission.
4.1 Age limit: You must be over 18 to set up an online shopping account with us or to place any orders. We are entitled to rely on your account set-up information as confirmation of this.
4.2 Delivery address: You must have a delivery address within our delivery area. You can check if we deliver in your area here.
4.3 Payment: You must have a valid debit/credit card, PayPal account or VISA Checkout account, in your name, attached to your online shopping account.
4.4 Update your information: You must keep your contact details updated, so that we can speak to you about your orders. You can do this via your online account or by calling our friendly Customer Care team.
4.5 Keep details safe: You must keep your username and password safe. You will be responsible for all activities and orders made under this username and password.
4.6 Monitoring: We monitor and track all online purchases and transactions. We reserve the right, at our sole discretion, to suspend or cancel any customer online account, at any time.
4.7 Agreement: You must agree to these terms and conditions in their entirety to shop online with us.
5.1 Prices: When browsing our website, the prices shown will be the prices available for next day delivery. Once you have logged in, picked your products, and selected your delivery date, the prices displayed at checkout will be the prices you will be charged. You will not be charged until your order is ready for delivery.
5.2 Errors: It is always possible that, despite our best efforts, some pricing on our website may not be correct. We reserve the right to refuse to process any order placed on our website based on information that may contain errors or inaccuracies, including, without limitation, out-of-date information regarding pricing or delivery. We will endeavour to inform you by email where there is a pricing mistake in an order you have placed, giving you the option of continuing to purchase at the correct price or amending the order. If we are unable to contact you, we may at our discretion, decide to cancel the order. If the pricing error is obvious and unmistakable and could have reasonably been recognised by you as genuine mispricing by us, we do not have to provide the products to you at the incorrect (lower) price.
5.3 Minimum order value: The minimum order value for online orders is £25 plus an additional delivery charge of £3 for standard delivery slots, as shown at checkout. You will receive free delivery for standard delivery slots on all orders over £40. The minimum order value is calculated after all discounts and promotional offers have been applied.
5.4 VAT: Where applicable, prices shown will include Value Added Tax. We endeavour to keep our website updated with prices which indicate the current rate of VAT. You will be charged the current prevailing rate on the day of your delivery.
5.5 Delivery: All delivery slots are subject to availability. Standard delivery (including next day delivery slots):You must complete your order (including any amendments) within 1 hour of booking delivery. Further information on deliveries can be found in the Delivery section.
Same day delivery: Same day delivery slots are available in a number of stores. If you are within the delivery area of that store then, subject to availability, you will be able to choose a same day delivery slot. Order must be completed by 2pm for same day delivery.You must complete your order (including any amendments) within 1 hour of booking delivery.
The minimum order value for online orders is £25 plus an additional delivery charge (shown on the Book a Delivery page) for same day delivery slots, as shown at checkout. The minimum order value is calculated after all discount
5.6 Methods of payment: We accept payment from MasterCard, Visa Credit, Visa Debit (UK registered cards only), Iceland Bonus Card Savings from a registered Bonus Card, electronic vouchers with a valid code and a valid PayPal account. The address to which the card is registered must be the same as the billing address. The card used to confirm the order must be the same card used to complete the order. We do not accept cash, cheques, in store money-off coupons, gift vouchers or Iceland till printed coupons online.
5.7 Pre-authorisation: When you place your order, we will carry out an immediate pre-authorisation check on your payment card. This will be reserved for the full value of your order placed on the order date (Original Order). This will reserve the full value of your order meaning these funds will no longer be available to you.
If you decrease your order value, the value of the pre-authorisation will remain the same and the full value of your Original Order value will be taken on the date of your delivery. You will be refunded the difference if the full cost of your order on the date of delivery is less than the Original Order value however, the refund may take up to 5 working days to appear depending on your card issuer.
If you increase your order value we will take an additional pre-authorisation to cover the difference between the Original Order value and the increased order value.
Any refunds or additional payments will be processed on the date of your delivery however, they may take up to 5 working days to appear depending on your card issuer.
5.8 Failed payment: If we are unable to process your pre-authorisation card payment on the date of placing your order, your order will not be placed. If we are unable to process your amended order pre-authorisation payment, then the amendments will not be made to the order.
5.9 Order acknowledgment: When you have placed an order on the website, we will send you an email acknowledging your order. This is not confirmation that your order has been accepted by us.
5.10 Contract: A legally binding contract will only arise once we have completed delivery of the products to you. Once we have delivered the products to you, you become the owner of the products. You will have no legal liability in connection with your order until the products have been delivered to you.
5.11 Images: The images of the products on the website are for illustration only. Your products may vary slightly from those images. The packaging of the products may vary from that shown on images on our website.
5.12 Availability: We do our best to ensure that we have a wide range of products available every day, but sometimes we run out of certain products. If we have run out of any products that you have ordered, we will try to replace them with the same product of a better value, with no increase in the price you pay. We will issue a refund for any products which we do not supply.
5.13 Not for resale: We do not supply products for resale unless we have specifically agreed this with you in writing. All products supplied for your own use.
5.14 Age-restrictions/alcohol: Some products, such as alcohol, can only be purchased by and delivered to customers above a certain age, i.e. 18 years old, for orders containing alcohol. Iceland operates a 'challenge 25, serve 18' policy.
5.15 Statutory rights: Our products aim to comply with your legal rights to be of satisfactory quality, to be fit for purpose, and to match their description. These rights are known as your statutory rights.
5.16 Covid-19 Outbreak Multiple Orders: Due to extraordinary circumstances, any person placing more than one order for delivery to the same postcode within 2 consecutive days will only have their first order processed. Any additional orders placed for delivery during that time will be cancelled.
6.1 Flat fee: For both online orders we charge a flat fee of 80p for reusable carrier bags, per order. If you have shopped online, the carrier bag charge will be shown at checkout. If you have shopped in-store we charge a flat fee of 80p; this charge will be clearly indicated on your receipt as a carrier bag charge. You may provide your own bags, but we will only use them if the bags are suitable and hygienic to do so. The decision about the suitability of bags will be at our sole discretion and our decision will be final.
7.1 Amending your order: you can cancel or amend your order at any time up to 11pm the day before your order is due to be delivered. We allow up to five amendments per order if the order value is increased during an order change. If the order value remains the same value or less, there are no limitations on how many times you can amend the order. All increases in order value are subject to the pre-authorisation check on your payment account.
7.2 Cancelling your order: You also have a legal right to cancel an order at any time up to 14 working days (not including Saturdays, Sundays or public holidays) from the day after the day the products are delivered to you. You are welcome to change your mind and decide that you do not want to keep a product. You can notify us of your decision to cancel and receive a refund. This right to cancel does not apply to:
7.2.1 perishable products, such as fresh food or drink; and/or perishable products, such as fresh food or drink; and/or
7.2.2 items which cannot be resold for health and hygiene reasons once unwrapped (for example, personal grooming products and certain baby products etc.)
7.3 How to cancel:
Standard delivery (including next day delivery slots):
7.3.1 To cancel an order before 11pm: Please either log in to your online account, select order history, and cancel the relevant order, or contact us via our Customer Care team. You will need to provide the email address registered with your account and confirm the order number you wish to cancel. The pre-authorisation on the card will be cancelled this may take up to 5 working days to process depending on your card issuer.
7.3.2 To cancel an order after 11pm: Please contact our Customer Care team, by filling in this online form or call Customer Care on: 0800 328 0800 and provide the email address registered with your account, and confirm the order number you wish to cancel. The money will be refunded to your account as soon as possible and, in any case, within 14 calendar days of notification of cancellation.
Same day delivery:
7.3.3 To cancel an order that has been placed or following your receipt of goods ordered: Please contact our Customer Care team by completing this online form or by calling Customer Care on: 0800 328 0800, quoting the email address that is registered to your account together with your account number. We will process any agreed refunds as soon as possible which in relation to goods you have already received will be within 14 calendar days of the date upon which we receive the returned goods from you, or where goods you claim to have returned have not been received by us, within 14 calendar days from the date upon which you provide to our reasonable satisfaction proof that substantiates you having taken the necessary measures to return the goods to us, whichever date is the sooner. We will normally refund you via the same payment method used to make your original payment.
7.4 Reasonable care of goods: You must take reasonable care of the products to be returned and store them in an appropriate manner, e.g. frozen products must be kept in a freezer. Unless the products were misdescribed on our website or are faulty, we may require you to return the products at your own cost. The products must be returned undamaged and in the original packaging.
8.1 Product sourcing: We take great care to source the best products that we possibly can. This can involve produce being sourced from countries around the world. As a result, you may receive the same product from a number of different countries at different times throughout the year.
8.2 Expiry dates: When we pick your order, we will select products with a reasonable amount of time left on the expiry date. However, some fresh produce items naturally have a limited shelf life, so it is reasonable for them to have a shelf life of less than two days when they are delivered to you.
9.1 Quality/exchange/refunds: If you are unhappy with the quality of any of the products you receive, we will happily refund your money or replace the products. This is in line with 'our promise' which is printed on all of our packaging.
9.2 To exchange, please either call our Customer Care team on: 0800 328 0800 or take those products to one of our stores, in the original packaging and in a saleable condition along with the receipt or invoice which arrived with your online order and we will replace the product.
9.3 To request a refund, please contact our Customer Care team by completing this online form (including your order number) or via phone: 0800 328 0800. Once the online form has been completed, we will process the refund as soon as possible and, in any case, within 14 calendar days after the day on which we receive the products back, or 14 days after the day on which you gave us the evidence of having sent the products back, whichever is sooner. We will usually refund you by the same method as your original payment. If you are unhappy with a large number of products, we may ask you to take the products back to store, or we may arrange for a collection of the products before processing a refund.
10.1 For all current offers, please visit the 'Offers' tab.
10.2 Geographical exclusions: From time to time, and in our complete discretion, we may offer special pricing, bundles, deals, discounts or similar to online or in-store customers. These offers are available in the UK only and exclude ROI, Channel Islands, the Isle of Man and The Range stores.
10.3 Availability: Offers may vary from store to store. Offers may vary between in-store and online. Some offers will be online exclusives. All offers are subject to availability.
10.4 Limited time: Offers will have a limited time period. This will be detailed on our website and, in particular, on each of the Offers, Discounts and Coupons and Competitions pages as specified in clause 10.1.
10.5 Pricing: In the event that a special offer, promotion, discount, bundle or deal applies to your order, subject to you having complied with the specific terms of same, we shall apply the appropriate pricing or action to your order.
10.6 Changes: We may change the terms of special offers, or withdraw them altogether, at any time and without prior notice. We reserve the right to offer, in our complete discretion, different customers different special offers, promotions and the ability to enter different competitions.
10.7 Discount codes: Only one discount code of any type may be used per transaction. If we believe, in our reasonable opinion, that a discount code has been used more than once, we reserve the right, in our absolute discretion, to not apply the discount code to the transaction and to take full payment using the payment method selected, or we may elect to cancel the order entirely.
10.8 7 Day Deals: We may offer 7 Day Deals from time to time as advertised on our website. You may purchase a maximum of four products online during the offer period, and all deals are subject to availability whilst stocks last. Store maximum limits may also apply.
10.9 Amending your order: If you amend or cancel your order after the last day of a special offer as notified to you in the terms of the special offer, the standard price shall apply to the products in your order.
11.1 Leaving a review: Customers are welcome to leave reviews about our products. Sometimes we ask third parties, such as Feefo, to collate reviews on our behalf. By submitting any content via our website for a review, you confirm that:
11.1.1 you have a registered account for online shopping with us;
11.1.2 you are the sole author and owner of the content or review you are submitting;
11.1.3 all the content you are submitting is accurate, polite and in plain English;
11.1.4 our use of the content you supply does not violate these terms and will not cause injury to any person or entity;
11.1.5 you are not a supplier to Iceland and/or the review is not designed to falsify any aspect of the product you are reviewing in any way.
11.2 Lawful content: You agree that you will not submit any content:
11.2.1 that is known by you to be false, inaccurate or misleading;
11.2.2 that includes profanity, blasphemy, racism, discriminatory comments or content that might be considered harassment, abuse or threats against the personal safety or property of others;
11.2.3 that contains comments about other reviewers;
11.2.4 that contains spam or advertising;
11.2.5 that contains third party brand names or trade marks;
11.2.6 that contains personal information about anyone, including yourself, such as phone numbers, personal address details or Bonus Card or credit/debit card numbers;
11.2.7 that contains any computer viruses, worms or other potentially damaging computer programs or files;
11.2.8 that includes any information that references other websites, addresses, email addresses, contact information or phone numbers;
11.2.9 that violates any law or regulation (including but not limited to those governing consumer protection, unfair competition, anti-discrimination or false advertising); or
11.2.10 that infringes any third party's copyright, patent, trade mark, trade secret or other proprietary rights or rights of publicity or privacy.
11.3 Our rights: We reserve the right not to publish a review that we receive, to remove any review we receive for any reason (including seasonal product reviews), and to condense or delete any comment or review which we reasonably believe violates these terms and conditions.
11.4 Assignment: For any content that you submit, you grant us an assignment of all intellectual property rights, which includes a licence to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you.
11.5 None of the content that you submit shall be subject to any obligation of confidence on the part of Iceland, its agents, subsidiaries, affiliates, partners or third-party service providers and we have the right to disclose your identity to any third-party who is claiming that any review posted by you is inaccurate, misleading or fraudulent.
11.6 We reserve the right to disclose your identity if we are required to do so by order of a court, or a competent regulatory body.
12.1 Unrestricted by law: Nothing in these terms and conditions will restrict our liability for death or personal injury resulting from our acts or omissions, breach of contract, or breach of statutory duty.
12.2 Statutory rights: Nothing in these terms and conditions will restrict any of your statutory rights.
12.3 Limitation of liability: We will not be liable for any indirect or consequential loss, or damage, or loss of profits, or reliance you may have had in having the products or your order delivered to you, which arises out of any failure by us to supply the products or your order to you.
12.4 Force majeure: We will not be deemed to be in breach of contract or of these terms and conditions as a result of any delay in our performance or failure to perform our obligations if that delay or failure to perform is due to any cause or circumstance beyond our reasonable control including, but not limited to, fire, flood and other acts of God, strikes, riot, accident, disruption to energy supplies, civil commotion, acts of terrorism or war, breakdown of equipment and road traffic problems.
12.5 Maximum liability: Other than as set out above, our maximum liability arising out of any order for the supply of products to you will be limited to the price of the products contained in that order.
13.1 Notice: We may change these terms and conditions from time to time and will you of notify this by stating the date of the version at the top of this page.
13.2 Check each time: Every time you place an online order with us, the terms and conditions and privacy policy in force at that time will apply to the order.
14.1 Assignment: We may transfer our rights and obligations under any order to another organisation, but that will not affect your rights or obligations.
14.2 Severance: Each of the paragraphs of these terms and conditions operate separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
14.3 Waiver: If we do not insist that you perform any of your obligations, or we do not enforce our rights against you or delay in doing so, that will not mean that all our rights are waived. Any waiver by us will be confirmed in writing and will not mean that we waive rights on an ongoing basis.
14.4 Jurisdiction: These terms and conditions are governed by the laws of England and Wales and the courts of same shall have non-exclusive jurisdiction in respect of any disputes arising.
14.5 Disputes: If our Customer Care team is unable to resolve any complaint or issue you may have, or you are unhappy with the outcome, you can pursue this matter via the European Online Dispute Resolution (ODR) website. This will ask you to complete the details of the complaint using this online form and they will contact us in due course. The European ODR website can be found here. It is not compulsory for us to participate in this dispute resolution process and we reserve our right to assess this on a case by case basis.
If you have any questions or comments, you are welcome to contact our Customer Care team by the following methods:
Based on figures released by the Institute of Customer Service in Jan 2019, based on 30 different considerations, from the views of over 10,000 customers. See https://www.instituteofcustomerservice.com/research-insight/research-library/ukcsi-the-state-of-customer-satisfaction-in-the-uk-january-2019 for report.
The Government has provided us with basic contact details of people who it, in conjunction with the NHS, has determined are potentially medically vulnerable during the Covid-19 pandemic, or people who have self-declared themselves to the Government as potentially medically vulnerable and who have requested assistance with access to food.
We have not received any health information, or details of any medical conditions or care arrangements.
Iceland has used this information to identify customers within our records, so that we can contact them to offer priority access to our online delivery slots. This is so we can assist as many of our potentially vulnerable customers to get the food they need during this difficult time. Where we don't already hold an email address on our customer accounts, we may use the email address provided by the Government to make contact. If we do this, then we will not use it for any other purpose, or add it to our records, unless our customer registers that email address with us.
We may also respond to requests for other customers to be placed within the priority access process and identify their accounts as part of this process.
We have not been given any information about health conditions, but we understand that those on the list have a health condition in order to be included in the Government's list. Our legal reason for using the personal information on the list is because there is a substantial public interest in making sure that customers who have been told to 'shield' by the Government, have priority access to online delivery slots at this time. Our legal reason for holding and using most of our customer information is because it is in our legitimate interests to do so, and so that we can fulfil our contractual obligations to you as our customer. Further details on this can be found below. We have carefully assessed our legitimate business interests and the potential impact on individuals to ensure that their privacy and rights are protected throughout this process.
We will only keep the information provided by the Government, and/or the fact that we have identified some of our customers as being entitled to priority access to delivery slots as a result of the Covid-19 pandemic, for as long as it is necessary to continue to provide this service. We will securely delete this information once the current public need has ended.
General customer information will be kept and used in accordance with the remainder of our Privacy Policy, below.
We understand that some customers who are contacted about priority access to delivery slots may not want to be included in the priority service and/or may not want to receive any further communication about it. You can opt out by contacting the Data Protection Team at dataprotection@iceland.co.uk.
Please also see the 'Don't forget your rights' section, below, for further information.
At Iceland, you can trust us to deliver the best products for great value. And we want you to feel just as confident in us knowing we keep all your personal information safe and secure. We're committed to protecting your privacy, which is why we made this policy – to explain how we may collect and use your personal information, and why this makes your life easier (trust us, it does!)
It's simple. We collect information from our customers to help us deliver and continually improve the service we offer. That means when you shop with Iceland, and/or apply for a Bonus Card, or use any of our services, we may collect personal information about you.
That's a big question. We use your information in a number of different ways — and it all depends on the information. However, without your information, we won't be able to offer all our fantastic services, such as deliver your shopping to your door, or provide you with our latest offers and updates (unless you've opted out of receiving marketing, of course). All the information we collect from you is used by us, or a trusted third-party processor acting on our behalf. Check out the tables below to see what we do, and why we do it.
What information may we collect?
Why do we collect it?
Your name, age and gender
Your home address
Your email address
Your telephone number (including home and/or mobile numbers)
Your contact history (including telephone call recordings and feedback)
Your phone or laptop (including your IP address, device type and, if you consent to sharing it with us, your location data)
Your purchase history and saved items
Your payment information
Your My Account (on Iceland.co.uk) or your My Bonus Card account
Your social media accounts (when you link your Twitter or Facebook accounts to us)
Your in-store transactions
Your in-store experiences (including CCTV)
Your responses to surveys, promotions and competitions
The law allows us to collect and use the information set out above for a number of reasons, including:
We will keep your personal information whilst you continue to shop and interact with us, for as long as necessary to fulfil the purposes we collected it for. We’re still working hard to get all of our systems aligned but your Bonus Card and/or online shopping account will expire two years after you last shop with us and your information will be archived after the third year. However, we are required by law to keep some data for longer periods than other types and are entitled to hold on to some information where we have a legal right to do so. In general, we will not keep your personal information for longer than seven years after you last shop with us or interact with us before we deleted it and where we don't need it or are not obliged to keep it, we will delete it before.
With each marketing communication you receive from Iceland, you will be given the opportunity to opt-out of receiving future communications, such as post, telephone, SMS and email. But you can choose to opt out at any time, that's easy too. Simply contact us and we'll take care of the rest. Just be aware that it may take up to 28 days for all of our systems to be updated.
Whether it's frozen or fresh, for the food cupboard or fridge, we've always got exciting promotions on at Iceland. But how do we know which offers are for you? Well, to help us form a better, overall understanding of you as a customer, we combine your Bonus Card and online shopping information – to give us a clear view of your shopping habits and bring you the offers and promotions that are most relevant to you.
We call this profiling. And that's what makes every customer's Iceland experience unique – tailored just for them.
We want to earn and maintain your trust. So as a rule, we do not, and will not, sell any of your personal data to any third party. That includes your personal details, such as your name, address, email address or credit card information.
However, we may share your data with the following categories of companies, as an essential part of being able to provide our services to you:
We may provide third parties with aggregated but anonymised information and analytics about our customers. But before we do, we'll make sure that it does not identify you.
We may also be required to disclose your personal data to the police or other enforcement, regulatory or Government body upon a valid request to do so. These requests are assessed on a case-by-case basis and we'll always take your privacy into consideration before sharing.
Sometimes, in order to fulfil your order, process your payment details or provide support services, we'll need to share your personal data with third parties and suppliers outside the European Economic Area – such as Australia or the USA.
But, if we do this, don't worry. We have procedures in place to ensure your data receives the same standard of protection it gets inside the EEA. For example, our contracts with third parties stipulate the standards they must follow at all times.
This means any transfer of your personal data will follow applicable laws, and we'll treat the information under the guiding principles of this Privacy Policy.
When it comes to delivering the best products for great value, we can't do it all on our own.
That's why we've partnered with various trusted third-party companies to provide goods and services to you. These goods and services can be accessed through links on our website to the third-party company's microsite – a website which is owned and operated by the company, but is Iceland branded or co-branded with the relevant affiliate.
The main thing you need to know is that although some of these microsites may contain iceland.co.uk in their address, these microsites are not owned or operated by Iceland. They are governed by their own terms and conditions and privacy policies, so it's definitely worth having a read of their policies too, to see how your information may be used.
If you have any queries or concerns regarding these microsites, please contact the relevant third party, as detailed in their privacy policy, and they'll be happy to help you.
There's only one Iceland Foods. All emails you receive from Iceland will come from an email address ending in Iceland.co.uk or icelandmail.co.uk. So, if you receive any emails claiming to be from Iceland which do not end in Iceland.co.uk or Icelandmail.co.uk, these may be fraudulent and should be forwarded to Iceland at dataprotection@iceland.co.uk
Remember: your data is your data. So, you have the right to request:
You can contact us to request to exercise these rights at any time as follows:
To ask for your information to be updated, please use your online Iceland account, or contact our customer services team.
For any of the others, please contact our Data Protection Officer, Legal Department, Iceland Foods Ltd, Second Avenue, Deeside Industrial Park, Deeside, Flintshire, CH5 2NW, or email dataprotection@iceland.co.uk
We want to provide the best service to you, so we'll act on your requests where we can. But, sometimes, we may not be able to or may not be required to. If we choose not to action your request, we'll explain the reasons for our refusal.
Whenever you give us your consent to use your personal data, you have the right to change your mind at any time and withdraw that consent. The easiest way to withdraw is to contact our helpful customer services team. Lots of the uses of your information set out in the table above are not based on your consent and therefore, we may continue to use your data, where we are legally allowed to.
Where we rely on our legitimate interest
In cases where we are processing your personal data on the basis of our legitimate interest, you can ask us to stop for reasons connected to your individual situation.
We must then do so, unless we believe we have a legitimate overriding reason to continue processing your personal data. If we choose not to action your request, we'll explain the reasons for our refusal.
To protect the confidentiality of your information, we will ask you to verify your identity before proceeding with any request you make under this Privacy Notice.
If you have authorised a third party to submit a request on your behalf, that's fine too. We will just ask them to prove they have your permission to act.
We're always happy to help you with any issues you may have. However, if you'd like to make a complaint with the Information Commissioner's Office, please visit www.ico.org.uk
We work hard to make our websites as safe as possible. Which is why, if you register to use secured parts of the website, you may be asked to create a password.
Like with any password, you must keep this password confidential, must not disclose it or share it with anyone and will be responsible for all activities that occur under your password. If you know or suspect that someone else knows your password, you should notify us immediately (please see the ‘Contact us' section)
If we think there has been or is likely to be a breach of security or misuse of the website, you'll be the first to know. We may ask you to change your password or suspend your account until we've verified your identity and/or until your account has been secured.
We want to give each of our customers a personalised experience on our website. And cookies help us do just that. Cookies help us tell you apart from other users of our website, creating a more seamless experience – made just for you.
A cookie is a small, harmless text file placed on your computer, tablet or mobile phone by lots of the websites that you visit. You can set your browser to reject cookies, but this will affect your ability to use certain features and shop online.
There are four main types of cookies – here's how and why we use them:
Essential cookies are – well – essential to use our website. They let you move around the site and use all its fantastic features, such as accessing secure areas. Without these cookies, the services that make your life easier, like shopping baskets or shopping lists, wouldn't be a thing. See, essential!
These cookies collect information about how visitors use our website – like which pages you go to most often, or if you get error messages from web pages. These cookies don't collect information that could identify you. In fact, all information is aggregated and anonymous. It's only used to improve how our website performs.
You know when a website remembers your past purchases, or details like your username to help you sign in faster? That's a functional cookie. They provide more personal features to enhance your experience. Again, the information these cookies collect may be anonymised, and they cannot track your browsing activity on other websites.
We know, we know. No one wants to see adverts. But at least with cookies, you'll see adverts that are more relevant to you. In fact, these cookies limit the number of times you see an advert, and measure the effectiveness of an advertising campaign.
They are usually placed by advertising networks, but only with our permission. These cookies remember that you have visited a website, and share this information with other organisations such as advertisers. So, like our profiling system, every time you interact with Iceland online, we're refining an experience to suit you.
By using our site, you agree to us placing these cookies on your device and accessing them when you visit the site in the future. If you want to delete any cookies that are already on your computer, the ‘help' section in your browser should provide instructions on how to locate the file or directory that stores cookies.
More information about cookies can be found at https://ico.org.uk/for-organisations/guide-to-pecr/cookies-and-similar-technologies. Please note that by deleting or disabling future cookies, your user experience may be affected, and you might not be able to take advantage of certain functions of our site. (hey, that's just how the cookie crumbles!)
We'll never leave our customers in the dark. Any changes we may make to our Privacy Policy in the future will be posted on this page and, where appropriate, notified to you by e-mail and in store.
Phew, that was quite a lot to take in, right?
Whether you're feeling overjoyed or overwhelmed, take a deep breath, and fire all your thoughts our way. We're always happy to speak to our customers.
And when it comes to your privacy, we want you to feel as safe and secure as your information.
So, if you have any questions, comments or requests regarding our Privacy Policy, please don't hesitate to contact our Data Protection Officer at dataprotection@iceland.co.uk
Or just give our friendly customer services team a call on 0800 328 0800 (please select option 1). They're available Mon-Fri 8am-8pm, Sat 8am-8pm and Sun 8am-6pm (opening hours subject to change), calls will be free. Calls may be recorded.
We're big fans of putting pen to paper too. So, if you'd prefer to write to us, you can reach us at:
Iceland Foods Ltd
Second Avenue, Deeside Industrial Park
Deeside
Flintshire
CH5 2NW
Our websites, such as Iceland.co.uk (not affiliate websites), are owned and operated by Iceland Foods Limited (Company Number 1107406).
Last Updated: 09.06.20