This policy explains how ELQD ECIGS LTD collects, uses and protects your personal information when you visit elqdecigs.co.uk, buy from us or contact us.
Who we are
ELQD ECIGS LTD (“we”, “us” or “our”) is the data controller for the personal information described in this policy. We are a company registered in Northern Ireland, company number NI651015. Registered office: 12 Molesworth Street, Cookstown, County Tyrone, BT80 8NX. We are registered with the Information Commissioner’s Office (ICO), registration number ZB885668.
If you have any questions about this policy or your personal information call 028 862 39349, or use our contact form.
The information we collect
- Your details: your name, billing and delivery addresses, email address, phone number and date of birth, when you create an account or place an order.
- Your orders: what you’ve bought, when, and how you paid. We don’t see or store your full card details. Our payment provider, Stripe, handles them, and we only see limited details such as the card type and the last four digits.
- Age verification: the result of the check carried out by AgeChecked, and any ID you send us if the automatic check doesn’t work.
- Your account: your login details, order history, loyalty points and saved coupons.
- Reviews: reviews you leave on our website, and the name you choose to show with them.
- Messages: what you send us by email, phone, our contact form or our chat assistant.
- Marketing preferences: whether you’ve chosen to receive emails from us.
- Technical information: your IP address, browser and device type, and the pages you visit, collected through our website’s logs and cookies.
We need your details to process an order and to verify your age. If you don’t give them to us, we can’t sell to you.
How we use your information, and our legal basis
Data protection law requires us to have a legal basis for each way we use your information.
| What we use it for | Legal basis |
|---|---|
| Processing and delivering your order, and keeping you updated about it | Performing our contract with you |
| Checking you are 18 or over | Legal obligation (we must not sell vaping or nicotine products to under-18s) |
| Taking payment and preventing fraud | Performing our contract with you, and our legitimate interest in preventing fraud |
| Handling returns, faults and warranty claims | Performing our contract with you, and legal obligation |
| Running your account and loyalty points | Performing our contract with you |
| Answering your questions, including through our chat assistant | Our legitimate interest in providing good customer service |
| Publishing reviews you leave on our website | Your consent, which you give when you submit a review |
| Inviting you to review us on Trustpilot | Our legitimate interest in collecting genuine customer feedback |
| Sending marketing emails | Your consent, or, for existing customers, our legitimate interest in telling you about similar products. You can unsubscribe at any time |
| Keeping accounting and tax records | Legal obligation |
| Keeping our website secure and working properly | Our legitimate interest in running a safe, reliable website |
Age verification
By law, we can’t sell vaping or nicotine products to anyone under 18. When you place an order, we share your name, address, date of birth and phone number with AgeChecked, which checks them against sources such as credit reference agency records (for example Equifax or TransUnion) and the electoral register.
This is an identity check, not a credit check, and it won’t affect your credit score. AgeChecked doesn’t keep your personal information once the check is complete, except anonymised data it needs for compliance, and doesn’t use it for anything other than age verification. See AgeChecked’s privacy policy.
The check is automatic. If it can’t confirm your age, a member of our team will review your order and ask you for ID, so no order is refused without a person looking at it. Once you’re verified, your account is marked as age verified so you don’t need to be checked again.
Payments
Card payments, including Apple Pay, Google Pay and Link, are processed by Stripe. Stripe receives your payment details and some information about your order and device so it can take payment and detect fraud. Stripe uses some of this information for its own fraud prevention, as a separate controller. See Stripe’s privacy policy.
If you choose to save your details with Link, Stripe stores them so you can check out faster on our website and other websites that use Link. Link is run by Stripe under its own terms.
Reviews and Trustpilot
If you review a product on our website, your review and the name you choose are shown publicly on that product page. We award loyalty points for reviews, whether positive or negative.
We use Trustpilot to collect independent reviews. If we invite you to review us, we share your name, email address and order reference with Trustpilot so it can send you the invitation. Trustpilot reviews are published on Trustpilot under its own terms. Our website also shows a Trustpilot widget, which may set cookies. See Trustpilot’s privacy policy. If you don’t want review invitations, contact us and we’ll stop sending them.
Our chat assistant
Our website has a chat assistant that answers questions about our products, delivery, returns and shops. It’s powered by artificial intelligence (AI), and its answers can sometimes be wrong. If you need a definite answer, please contact our team.
- What we collect: the messages you type into the chat, the page you were on, and, if you’re logged in, which account you’re using. If you ask us to pass your question to our team, we also collect the name and email address you give us, and send them with your conversation to our customer service inbox.
- Why: to answer your questions and pass them to our team when needed. Our legal basis is our legitimate interest in providing customer service, and, when the chat helps with your order, performing our contract with you.
- Who processes it: your messages are sent to our AI providers, Anthropic PBC and OpenRouter Inc. (and the AI model providers OpenRouter uses), to generate replies. They process your messages on our behalf and don’t use them to train their AI models.
- How long we keep it: no more than 90 days.
Please don’t share payment card details, passwords or health information in the chat.
Who we share your information with
We never sell your personal information. We only share it with companies that help us run our business, and only what they need:
| Who | Why |
|---|---|
| AgeChecked | To verify your age |
| Stripe | To take card, Apple Pay, Google Pay, Klarna and Link payments and prevent fraud |
| Royal Mail and An Post | To deliver your order |
| Trustpilot | To send review invitations |
| Anthropic and OpenRouter | To power our chat assistant |
| NetCup | To host our website and its data |
| Zoho | To send and receive emails, including order emails |
We may also share information when the law requires it, for example with HM Revenue & Customs, Trading Standards or the police, or with our professional advisers such as our accountants.
International transfers
Some of the companies we work with, including Anthropic, OpenRouter and Stripe, are based in or use servers in the United States. When your information is transferred outside the UK, we make sure it’s protected by appropriate safeguards, such as the UK International Data Transfer Addendum or a UK adequacy decision.
How long we keep your information
| Information | How long we keep it |
|---|---|
| Orders and invoices | 6 years from the end of the financial year, as required for tax |
| Your account, order history and loyalty points | Until you ask us to close your account |
| Your age verification status | For as long as your account is open |
| ID you send us for age verification | Deleted once your age is confirmed |
| Customer service emails and messages | 2 years |
| Chat assistant conversations | Up to 90 days |
| Marketing preferences | Until you unsubscribe, then we keep a note not to email you |
Marketing emails
If you sign up to our emails, or you’re an existing customer who hasn’t opted out, we may email you about offers and new products. Every email has an unsubscribe link, or you can contact us to stop them at any time. We’ll always send you emails about your orders, as these aren’t marketing.
Cookies
Cookies are small files stored on your device. We use:
- Essential cookies, which make the website work, such as your basket, logging in, checkout and fraud prevention by Stripe. These can’t be switched off.
- Functional storage, which lets the chat assistant remember your conversation while you move between pages, and remembers the colour it uses. This is cleared when you close the tab or clear your browser.
- Third-party cookies, set by the Trustpilot widget that shows our reviews.
You can block or delete cookies in your browser settings, but some parts of the website may not work properly if you do.
We only set the Trustpilot cookies if you accept them in our cookie banner. You can change your choice at any time using the cookie settings link at the bottom of every page.
Your rights
You have the right to:
- ask for a copy of the personal information we hold about you
- ask us to correct information that’s wrong
- ask us to delete your information, unless we need to keep it by law (for example, order records for tax)
- ask us to limit how we use your information
- object to us using your information based on our legitimate interests, including for marketing
- ask for your information in a format you can take to another company
- withdraw your consent at any time, where we rely on it
To use any of these rights, use our contact form. We’ll reply within one month. It’s free, and we may ask you to confirm your identity first.
If you’re unhappy with how we’ve handled your information, please tell us first so we can put it right. You also have the right to complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint or on 0303 123 1113.
Keeping your information safe
We use appropriate security measures to protect your information, including a secure, encrypted checkout. Only staff who need your information to do their job can see it. Card details are handled by Stripe and never stored on our website.
Under-18s
Our website and products are for adults aged 18 and over only. We don’t knowingly collect information from anyone under 18. If we find we have, we’ll delete it.
Changes to this policy
We may update this policy from time to time. We’ll change the date below when we do, and tell you about any important changes by email or on our website.
Last updated: 25/10/2026