Privacy Policy

Last Updated: 23 May 2018

Custom Vapes UK is committed to protecting and respecting your privacy. This policy (together with our Terms and Conditions and any other documents referred to on it) sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it. We keep certain basic information when you visit our website and recognise the importance of keeping that information secure and letting you know what we will do with it.

For the purpose of the Data Protection Act 1998 (the Act) The Data Protection Regulations 2018 Custom Vapes Ltd is regulated by ICO Information Comissions Office (The UK Data Protection Regulator) Ref: A8930031 Organisation: Custom Vapes Ltd of 646 Commercial Road, London E14 7HA (Company Registration Number: 09083183).

For clarity, Custom Vapes act as both data controller and data processor for your personal data.

We must advise that this policy is subject to change, so please check our website on a regular basis for any further changes.

Our Privacy Policy

Below we set out our privacy policy which will govern the way in which we process any personal information that you provide to us. Our details are shown on the contact page. You can access our home page and browse certain areas of the site without disclosing your personal data save information collected by cookies that we may use (see below).

How the law protects you

Data protection laws state that we are only able to process personal data if we have valid reasons to do so. The basis for processing your personal data includes, but is not limited to, your consent, performance of a contract, to enable billing and remittance, and to contact you for customer service purposes. We may on occasion send marketing emails but this will only be done if you have explicitly opted in to our mailing list.

How do we collect personal data from you?

We receive information about you from you when you use our website, register, place an order, or complete forms on our website, if you contact us by phone, email, live-chat or otherwise in respect of any of our products, and services or during the purchasing of any such product. Additionally, we also collect information from you when you sign up, enter a competition, promotion or survey or when you inform us of any other matter.

If you provide us with personal data about a third party (for example when sending an order to an address/person/organisation other than yourself), you warrant that you have obtained the express consent from the third party for the disclosure and use of their personal data.

Your personal data may be automatically collected when you use our services, including but not limited to, your IP address, device-specific information, server logs, device event information, and geographic information. This information is anonymised and used for analytical purposes to improve our website, apps and services.

What type of data do we collect from you?

The personal data that we may collect from you includes your name, address, email address, phone numbers, payment information and IP addresses. We may also keep details of your visits to our site including, but not limited to traffic data, geographic data, and other communication data. We also retain records of your queries and correspondence, in the event you contact us again.

How do we use your data?

We use information about you in the following ways:
• To process orders that you have submitted to us;
• To notify you about abandoned carts you may have forgotten to check out;
• To provide you with products and services;
• To comply with our contractual obligations, we have with you;
• To help us identify you and any accounts you hold with us;
• To enable us to review, develop and improve the website and services;
• To provide customer care, including responding to your requests if you contact us with a query;
• To administer accounts, process payments and keep track of billing and payments;
• To carry out anonymised statistical analysis;
• To notify you about changes to our website and services;
• To provide you with information and marketing about products or services that you request from us or which we feel may interest you, where you have consented to be contacted for such purposes.

Data Retention

We will keep your personal data for the duration of the period you are a customer of Custom Vapes. We shall retain your data only for as long as necessary in accordance with applicable laws.

On the closure of your account, we may keep your data for up to 7 years after you have cancelled your services with us. We may not be able to delete your data before this time due to our legal and/or accountancy obligations. We may also keep it for research or statistical purposes. We assure you that your personal data shall only be used for these purposes stated herein. In the case of product or service reviews, these will remain unless explicitly requested to be removed.

Third Parties

For the avoidance of doubt, we do not and never shall sell your personal data to third parties for marketing or advertising purposes.

We work closely with a number of third parties (including service providers, payment processors) and we may receive information from them about you. These third parties may collect information about you including, but not limited to, your name, address, email, geographic information, and unique order numbers. We use their features within our website, however, in some instances, they may be acting as data controller and they will have their own privacy policies, which we advise you to read.

We may pass your personal data to third parties for the provision of services on our behalf (for example processing your payment). However, we will only ever share information about you that is necessary to provide the service.

Here is a list of our trusted service providers who may process some of your data

• YouTube – Privacy Policy. Powers the videos on our site.
• Google – Privacy Policy. We use Google for emails, file storage, online forms
• VivaWallet– Privacy Policy. All online payments are processed by VivaWallet
• Royal Mail – Privacy Policy. We use Royal Mail for postage.
• DHL – Privacy Policy. We use DHL for postage.
• Wave – Privacy Policy. Wave provides us with an invoicing platform for wholesale orders.
• SiteGround – Privacy Policy. Provide web hosting and domain services for us.
• CloudFlare – Privacy Policy. Provide connectivity and DNS protection services for us.
• A2 Hosting – Privacy Policy. Provide web hosting and domain services for us.
• Fasthosts – Privacy Policy. Provide web hosting and domain services for us.
• GoDaddy – Privacy Policy. Provide web hosting and domain services for us.
• MailChimp – Privacy Policy. Provides mailing list functionality.
• Crisp.net – Privacy Policy. Provides our chat system.
• WordFence – Privacy Policy. Provides website security.
• 1Account – Privacy Policy. Provides 18+ Age Verification.

Your rights

In preventing the use or processing of your personal data, it may prevent or delay us from fulfilling our contractual obligations to you. It may also mean that we will be unable to provide our services or process the orders you have placed.

You have the right to object to our use of your personal data, or ask us to delete, remove or stop using it if there is no need for us to keep it. This is known as your right to be forgotten. There are legal and accountancy reasons why we will need to keep your data, but please do inform us if you think we are retaining or using your personal data incorrectly.

Our Privacy Notice shall be made clear to you at the point of collection of your personal data.

You can view and update some of your personal data through the website dashboard. You have the right to ask us not to process your personal data for marketing purposes. If you choose not to receive marketing communications from us about our products and services, you will have the choice not to choose these by ticking the relevant boxes situated on the pages either at sign up, checkout or your dashboard. Transactional emails (orders, sales receipts and order notes) are exempt from this.

We will not contact you for marketing purposes unless you have given us your prior consent. You can change your marketing preferences at any time within your by clicking the link at the bottom of every email we send or by contacting us directly.

Use of cookies

Our cookies policy is available to view here.

Links to other sites

Custom Vapes may provide links to third party sites. Since we do not control those websites, we encourage you to review the privacy policies of these sites. Any information that is supplied on these sites will not be within our control and we cannot be responsible for the privacy policies and practices of these.

Where we store your personal data

We follow accepted standards to store and protect the personal data we collect, including the use of encryption if appropriate. All our servers are based within the EU however there are times when encrypted data may need to be momentarily moved outside the EU during periods of excessively high server usage, maintenance and outages etc. In these cases, they are still subject to the same privacy policies.

As the transmission of information via the internet is not completely secure, we cannot guarantee the security of your data transmitted to our site and any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

Any sensitive data (payment details for example) are handled by VivaWallet.

Where we have given you (or where you have chosen) a password which enables you to access certain parts of our website, you are responsible for keeping the password confidential. We ask you not to share a password with anyone and to not use similar passwords on other websites/apps/services.

Consent and enquiries

By continuing to use this site and accessing the information on this website, you signal acceptance of the terms and disclaimer set out above. If you do not accept any of these terms, please leave this website now. If you have any enquiry or concern about our privacy policy or the way in which we are handling personal data please contact us. If at any time you wish us to cease processing your information please send an email to the admin team via the Contact page, you may view and/or request your data be anonymised by using this page, however this may cause complications with current/recent orders.


We agree to take reasonable measures to protect your data in accordance with applicable laws and in accordance with our General Terms and Conditions.

Data Breaches

In the event of a data breach, we shall ensure that our obligations under applicable data protection laws are complied with where necessary.

Disclosure of Information

In the unlikely event that a liquidator, administrator or receiver is appointed over us or all or any part of our assets that insolvency practitioner may transfer your information to a third-party purchaser of the business provided that purchaser undertakes to use your information for the same purposes as set out in this policy. Your information will not be disclosed to government or local authorities or other government institutions save as required by law or other binding regulations.


All website design, text, graphics, the selection and arrangement thereof are owed by Custom Vapes unless otherwise stated, except where provided under the General Public License (http://www.gpl.org). ALL RIGHTS RESERVED.


All trademarks of are the property of their respective owners and may be registered in certain parts of the world.

Disclaimer of Warranty and Liability

The following provisions may be curtailed or disallowed by the laws of certain jurisdictions. In such case, the terms hereof are to be read as excluding or limiting such term so as to satisfy such law. We do not represent or warrant that the information accessible via this website is accurate, complete or current. We have no liability whatsoever in respect of any use which you make of such information.

The information provided on this website has not been written to meet your individual requirements and it is your sole responsibility to satisfy yourself prior to ordering any products or services from us that they are suitable for your purposes. Whilst we make all reasonable attempts to exclude viruses from the website, we cannot ensure such exclusion and no liability is accepted for viruses. Thus, you are recommended to take all appropriate safeguards before downloading information or images from this website.

All warranties, express or implied, statutory or otherwise are hereby excluded. Neither we nor any of our employees or affiliated entities will be liable for any kind of damages and howsoever arising including, without limitation, loss of profits, compensatory, consequential, direct, exemplary, incidental, indirect, punitive or special, damages or any liability which you may have to a third party, even if we have been advised of the possibility of such loss. We are not responsible for the direct or indirect consequences of you linking to any other website from this website. These terms and this disclaimer and any claim based on use of information from this website shall be governed by the laws of England and Wales and you agree to submit to the non-exclusive jurisdiction of the Courts of England.

Your right to make a complaint

You have the right to make a complaint about how we process your personal data to the Information Commissioner:

Information Commissioner’s Office
Wycliffe House
Water Lane
Tel: 0303 123 1113