Privacy Policy

This policy explains what personal information Sands of Arabia collects when you visit our website, order from us, create an account or get in touch, why we use it, and the choices and rights you have. We keep it as short as we can.

Who we are

Sands of Arabia ("we", "us") sells Arabian fragrance, incense and Islamic essentials in the UK. We are the controller of the personal information described in this policy.

• Address: 90 Empress Street, Accrington, Lancashire BB5 1SG
• Email: hello@sandsofarabia.co.uk
• Phone and WhatsApp: +44 7471 086777

What we collect

When you pay online. Our checkout is run by Stripe. Stripe collects your card details (or your Apple Pay or Google Pay details), and passes us your name, email address, phone number, delivery address, what you ordered, the amount paid and how you paid (for example "Visa ending 4242" or "Apple Pay"). We never see or store your full card number or security code.

When you order another way (on WhatsApp, by phone, by email or in person), we collect your name, phone number, email address, delivery address, what you ordered, how you paid and any notes you give us.

Your order emails. We email you about your order: when it's received, packed, posted (with the tracking number) and delivered, and if it's refunded.

If you create an account, we keep your name and email address, the sign-in method you choose (email and password, Google or Microsoft), and the delivery address you save, if you save one. When you check out signed in, we pass your email and saved address to Stripe so they're filled in on the payment page. If you sign in with Google or Microsoft, they tell us your name and email address; we never see your password for those services. Your account shows your past orders, matched by your email address. You must be 16 or over to create an account.

If you sign up for emails (the "Stay connected" form, or "Email me when it's back" on a sold-out product), we keep your email address, what you asked for and when.

If you leave a review, we keep your name, your review, your star rating and the order it relates to. Reviews we approve are shown on our website with your first name or the name you give.

When you contact us or chat with our assistant. We keep your message and contact details so we can reply. Our WhatsApp and website assistant is automated: it answers questions about products, stock and orders using our shop's information. Your conversation is stored so it can follow what you've said, and is processed by our website host and the AI service it uses. The assistant can only look up an order when you give it both the order number and the email address it was placed with. Ask for a person at any time.

If you send a support request (through our Support page, which is also the help page for our iPhone app), we keep your name, email address, the topic, any order number you give, your message and the replies we send you. We email you a copy of your request and our reply.

When you tap "Ask about restock" without giving your email, we only record which product was asked about and when.

Your basket, saved items and recently viewed products are kept in your own browser on your device. They are not sent to us unless you place an order. Recently viewed products are only kept if you accept preference cookies.

Technical information. Like any website, our hosting provider and Stripe may record technical details such as your IP address, device and browser type to keep the site and payments secure and prevent fraud. We don't use analytics, advertising or tracking tools. See our Cookie Policy.

Why we use it, and our legal basis

• To take, pay for, deliver and support your order (including emails about it, returns and refunds). This is needed to perform our contract with you.
• To run your account. This is needed to provide the account you've asked for.
• To send you back-in-stock alerts, sale and new arrival emails. Only with your consent, which you can withdraw at any time with the unsubscribe link in every email.
• To answer your questions and publish reviews. This is in our legitimate interests in running the shop and helping customers. You can ask us to remove your review at any time.
• To keep records for tax and accounting. This is a legal obligation.
• To keep our website, payments and records secure and prevent fraud. This is in our legitimate interests.

Who we share it with

We only share what each service needs to do its job:

• Stripe, our payment processor, which takes card, Apple Pay and Google Pay payments and handles refunds. Stripe also uses payment information to prevent fraud and to meet its own legal obligations, and for that it acts as a separate controller. See Stripe's privacy policy.
• Apple or Google, if you choose to pay with Apple Pay or Google Pay, under their own privacy policies.
• Royal Mail, to deliver your order.
• Base44, our website and database host, which stores our website, product list, orders, accounts and email lists for us, sends our emails and runs our shop assistant.
• Google or Microsoft, if you choose to sign in with them.
• WhatsApp (Meta), if you choose to message us there. WhatsApp's own privacy policy also applies.
• Our accountant and HMRC, where needed for tax.
• The police or other authorities, if the law requires it.

We never sell your personal information.

International transfers

Some of these services, including Stripe and Base44, may store or process information outside the UK, for example in the United States or the European Union. When they do, we rely on the protections UK law requires, such as UK adequacy regulations or the UK International Data Transfer Agreement.

How long we keep it

• Orders and payment records: 6 years after the order, as required for tax. Stripe keeps its own records for as long as the law requires it to.
• Accounts: until you delete your account, which you can do yourself at any time (see Delete Your Account). This deletes your account, saved address, email sign-ups and reviews straight away. Orders are kept as above, no longer linked to an account.
• Email sign-ups: until you unsubscribe. Back-in-stock requests are removed once we've emailed you.
• Reviews: while they're shown on our website, or until you ask us to remove them.
• Messages, enquiries and assistant chats: up to 2 years, unless they relate to an order.
• Support requests: until we've answered and sorted them, then we delete them. We aim to reply within 14 days.
• Anonymous restock requests: until we've dealt with them.

Your rights

You have the right to:

• ask for a copy of the personal information we hold about you
• ask us to correct it if it's wrong
• ask us to delete it, or to stop or limit how we use it
• object to us using it for our legitimate interests
• withdraw your consent to marketing emails at any time
• ask us to send it to you or another organisation in a portable format

To use any of these rights, contact us using the details above. We'll reply within one month, and it's free.

If you're unhappy with how we've handled your information, please tell us first so we can put it right. You can also complain to the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113.

Changes to this policy

We may update this policy from time to time. The date below shows when it last changed.

Last updated: 8 October 2026