Privacy policy

VOCLA Limited
Last updated: September 2026

This Privacy Policy explains how VOCLA Limited ("VOCLA", "we", "us" or "our") collects, uses, shares and protects your personal information when you visit vocla.com, purchase from us, create an account, subscribe to marketing, contact us or otherwise use our services.

VOCLA Limited is the controller of your personal information unless stated otherwise.

VOCLA Limited
Company number: 07910951
Registered address: Unit 2, Tilson Road, Roundthorn Industrial Estate, Manchester, UK, M23 9GF
Telephone: 0161 282 5028
Contact: Online contact form

This Privacy Policy applies to customers and visitors in the UK and internationally. Depending on where you live, you may also have rights under local privacy laws.

1. HOW WE USE YOUR PERSONAL INFORMATION

We use personal information only where we have a lawful reason to do so.

Depending on the circumstances, we may rely on:

  • Contract – where information is needed to process an order, deliver products, manage a return, provide a customer account or administer a VA CLUB subscription.
  • Legal obligation – for example, to maintain accounting and tax records, complete customs documentation or comply with legal or regulatory requirements.
  • Legitimate interests – where necessary to operate and improve our business, provide customer service, prevent fraud, protect our website and systems, maintain business records and understand how our services are used.
  • Consent – where required, including for certain marketing communications, analytics, advertising and non-essential cookies.

Where we rely on consent, you can withdraw it at any time.

2. INFORMATION WE COLLECT

Depending on how you interact with VOCLA, we may collect:

  • your name;
  • billing and delivery addresses;
  • email address and telephone number;
  • customer account details;
  • order, return and refund information;
  • products you view, save, add to your basket or purchase;
  • VA CLUB subscription information;
  • reviews and other content you submit;
  • marketing preferences and consent records;
  • customer-service communications;
  • IP address and other online identifiers;
  • browser, device and website-usage information; and
  • limited payment and transaction information.

We may also receive personal information from third parties involved in your transaction or interaction with us, such as eBay, payment providers, delivery providers and other service providers.

Sensitive information

We do not ask customers to provide information about racial or ethnic origin, political opinions, religious or philosophical beliefs, trade-union membership, health, genetics, biometrics, sex life or sexual orientation.

Some products that you browse or purchase could potentially suggest information about aspects of your private life. We do not use browsing or purchasing behaviour to infer your sexual orientation, sex life or other special-category characteristics, and we do not treat customers differently on the basis of such inferred information.

If you voluntarily provide sensitive information to us as part of an enquiry, we will only use it where necessary to deal with your request and where permitted by law.

3. ORDERS, PAYMENTS AND ACCOUNTS

We use your personal information to:

  • process and deliver orders;
  • send order and delivery updates;
  • provide customer service;
  • process returns, refunds and cancellations;
  • administer customer accounts;
  • manage VA CLUB subscriptions;
  • maintain accounting and tax records; and
  • prevent and investigate fraud, chargebacks and misuse.

Payment information is processed by the payment method or provider you choose at checkout.

Depending on your location and the options available, this may include Shopify Payments, PayPal, Klarna, Shop Pay, Apple Pay and Google Pay.

VOCLA does not store or have access to your full payment-card number or security code. We may receive limited payment information such as the payment method, transaction status, transaction reference and, where available, the last four digits of a payment card.

VA CLUB subscriptions

Where you purchase a VA CLUB subscription, recurring payments are processed according to the subscription terms you select.

We use Appstle to help administer subscriptions, including subscription plans, delivery information, renewal schedules and payment status.

Some older VA CLUB subscriptions created before March 2025 may continue to use a historic payment arrangement involving Stripe. VOCLA does not receive your full card details.

4. CUSTOMER SERVICE, WISHLISTS AND REVIEWS

When you contact us, we may keep information relating to your enquiry, complaint, return, cancellation or other request.

We may use previous communications where reasonably necessary to provide customer service, investigate disputes or fraud, improve our service or meet legal obligations.

If you use our wishlist functionality, information about saved products may be linked to your account, email address, browser or device.

After a purchase, we may invite you to leave a review. We currently use services including Judge.me, Trustpilot and CK: Google Reviews/CartHike. Limited order and customer information may be shared with these providers to identify eligible purchases and send review requests.

If you submit a review, your review, rating and the name or display name you choose may be published on our website or on third-party review services.

5. WEBSITE USAGE, COOKIES AND ANALYTICS

When you use our website, we and our service providers may collect information such as:

  • your IP address;
  • browser and device type;
  • operating system;
  • language and region;
  • approximate location derived from your IP address;
  • referring website or advertising source;
  • pages and products viewed;
  • searches;
  • basket and wishlist activity;
  • checkout interactions;
  • website interactions; and
  • cookie and advertising identifiers.

We use this information to operate and secure our website, provide website functionality, understand how the site is used, improve our services and, where permitted, measure advertising.

Analytics

We use Google Analytics 4 and Shopify analytics to understand how visitors use our website and to measure website performance.

Google Analytics may process device and browser information, IP-derived location, online identifiers and website interactions.

Cookies and similar technologies

We use cookies, pixels, tags and similar technologies for:

  • strictly necessary functions, such as the basket, checkout, customer login, security, localisation and privacy preferences;
  • analytics, including Shopify Analytics and Google Analytics 4; and
  • advertising and marketing, including Shopify, Google and AWIN where you have given the required consent.

Some cookies last only for your browsing session, while others remain on your device for a defined period.

Shopify maintains information about the cookies used on Shopify storefronts in its Shopify Cookie Policy.

Google Analytics may use cookies such as _ga, which can remain for up to two years. Google Ads measurement cookies beginning _gcl_ may remain for up to 90 days.

AWIN may use cookies or similar identifiers to record affiliate referrals. Its standard affiliate tracking period is typically 30 days, although this may vary.

Your cookie choices

Where consent is required, our Shopify cookie banner allows you to accept or reject non-essential cookies and similar technologies.

You can review or change your choices at any time using the Cookie preferences controls on our website.

Refusing non-essential cookies will not prevent you from shopping with us, although some analytics, advertising or personalisation functions may be reduced.

6. MARKETING AND ADVERTISING

Email marketing

If you subscribe to email marketing, we may send you newsletters, product launches, offers, recommendations and other promotional communications.

We use Omnisend to manage email marketing, marketing preferences and automated communications.

You can unsubscribe at any time using the unsubscribe link in our marketing emails or by contacting us through our online contact form.

Unsubscribing from marketing does not prevent us from sending necessary service communications about an order, subscription, return or refund.

Browse, basket and checkout reminders

Where permitted by law, we may use information about products you view, add to your basket or include in an unfinished checkout to send you reminders.

These messages may include product recommendations, availability information or promotional incentives.

You can opt out using the unsubscribe link contained in the email.

Google Ads

We use Google Ads to advertise VOCLA and measure advertising performance.

Where you have given the required consent, Google may process information about your device, browser, website interactions, products viewed, purchases, conversion events and advertising identifiers.

We also use Google Ads Enhanced Conversions. Where this feature applies, first-party customer information associated with a conversion may be transformed into a hashed form and sent to Google to improve conversion measurement. Depending on the information available, this may include an email address, name, postal address or telephone number.

Affiliate marketing

We participate in affiliate marketing through AWIN.

When you reach our website through an affiliate link, information may be processed to identify the referral and attribute a qualifying sale to the relevant affiliate.

7. WHO WE SHARE INFORMATION WITH

We share personal information only where there is a legitimate reason and only to the extent reasonably necessary.

Recipients may include:

  • Shopify, including Shopify Payments, Flow, Forms and Marketplace Connect;
  • payment providers including PayPal, Klarna, Apple Pay, Google Pay and historic Stripe subscriptions;
  • Royal Mail, Click & Drop, InPost and other delivery or postal providers;
  • Omnisend and Shopify messaging services;
  • Appstle, Judge.me, Trustpilot, CK: Google Reviews/CartHike and Wishlist Hero;
  • eBay and Marketplace Connect;
  • Google Analytics, Google Ads and AWIN;
  • Xero;
  • hosting, IT, security, business productivity and authorised AI-assisted services and integrations;
  • accountants, insurers, legal advisers and other professional advisers; and
  • tax authorities, customs authorities, regulators, law-enforcement bodies or courts where required.

We may also disclose personal information in connection with a sale, merger, restructuring or transfer of all or part of our business.

Shopify and Shopify Network Intelligence

Our online store is hosted and operated using Shopify.

We have Shopify Network Intelligence enabled. This means Shopify may use information about your interactions with our store together with information from your interactions with Shopify and other Shopify merchants to provide Enhanced Services.

These services may be used to:

  • provide a more customised shopping experience;
  • provide and measure more relevant advertising; and
  • understand interactions with our store, Shopify services and advertising.

For some Enhanced Services, Shopify may act as a separate controller or equivalent business under applicable privacy law.

Information about your activity on our store may be shared with Shopify and other service providers, including providers located in other countries, to provide these services.

You can find out more in the Shopify Consumer Privacy Policy.

You can also manage applicable privacy choices through the Shopify Privacy Portal.

8. INTERNATIONAL TRANSFERS

VOCLA is based in the United Kingdom, but some of our service providers operate internationally.

Personal information may therefore be transferred to, accessed from or processed in countries outside the UK or EEA.

Where data-protection law restricts such transfers, we use an appropriate lawful transfer mechanism where required. This may include an adequacy decision, the UK International Data Transfer Agreement, the UK Addendum to the EU Standard Contractual Clauses, EU Standard Contractual Clauses or another lawful mechanism.

Although our Shopify data-storage hosting location is configured to the European Union, some Shopify and other provider processing may still take place internationally.

9. EUROPEAN REPRESENTATIVE UNDER ARTICLE 27 OF GDPR

We have appointed EU Rep as our Representative under Article 27 of the EU General Data Protection Regulation (“GDPR”). All GDPR queries from EU Data Subjects or Data Protection Authorities should be submitted to EU Rep via their dedicated form at eurep.ie. Bizlegal Limited trading as EU Rep has its registered office at 27 Cork Road, Midleton, Co. Cork, Ireland. Company number 635921.

10. HOW LONG WE KEEP INFORMATION

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected and to meet legal, regulatory, accounting and dispute-resolution requirements.

Typical periods include:

  • order, invoice, refund, payment and accounting records: normally at least 6 years where required;
  • customer accounts: while active and afterwards only as long as necessary;
  • VA CLUB records: for the subscription and afterwards where needed for transactions, legal obligations or disputes;
  • returns, cancellations and order-related complaints: normally up to 6 years where relevant;
  • marketing records: while subscribed and afterwards where necessary to demonstrate and respect your preferences;
  • suppression records: minimum information may be retained to ensure we continue to respect an unsubscribe request; and
  • Google Analytics 4 event and user-level data: currently configured for 14 months.

Some information may need to be kept longer where required by law or where there is an ongoing complaint, dispute, investigation or legal claim.

11. CCTV AND SECURITY

We use CCTV cameras inside and outside our warehouse for security and crime-prevention purposes.

The CCTV system records video only and does not record audio. Recordings may include employees, visitors, delivery personnel and members of the public who enter areas covered by our cameras.

We process CCTV footage on the basis of our legitimate interests in protecting our staff, premises, stock and other property and in preventing, detecting and investigating crime and security incidents.

CCTV footage is normally retained for 14 days and then automatically overwritten or deleted. We may retain relevant footage for longer where it is required to investigate an incident, establish or defend legal claims, or provide information to law-enforcement authorities, insurers or other parties where permitted or required by law.

Access to CCTV footage is restricted to authorised persons.

12. AGE RESTRICTION

Our website and services are intended only for people aged 18 or over.

We do not knowingly collect personal information from anyone under 18. If we become aware that we have done so, we will take appropriate steps where required.

13. YOUR PRIVACY RIGHTS

Depending on the circumstances, you may have the right to:

  • access the personal information we hold about you;
  • correct inaccurate or incomplete information;
  • ask us to delete information in certain circumstances;
  • restrict how we use your information;
  • receive certain information in a portable format;
  • object to certain uses of your information; and
  • withdraw consent where we rely on consent.

These rights are not absolute and may not apply in every circumstance.

To exercise your privacy rights, please use our online contact form.

Right to object to direct marketing

You have an absolute right to object to direct marketing at any time.

You can also unsubscribe from email marketing using the unsubscribe link contained in our marketing emails.

Complaints

If you have concerns about how we use your personal information, please contact us using our online contact form.

You also have the right to complain to the Information Commissioner's Office (ICO), the UK data-protection regulator:

Information Commissioner's Office

If another data-protection authority has jurisdiction over your personal information, you may also have the right to complain to that authority.

14. CHANGES TO THIS POLICY

We may update this Privacy Policy from time to time to reflect changes in our services, technology, business practices or legal obligations.

The latest version will always be published on this page.