Privacy & Security

Privacy and Security Statement

How we use and process your personal data
When you shop with us, you provide us with your personal data. In so doing, you give your consent for us to store and use these data to enable us to meet our obligations to you and provide you with the best possible service and deals.

We do not disclose your data for marketing purposes to any third party. We only disclose your data to our trusted partners and suppliers within the UK and EU where such disclosure is required for the performance of our obligations.

We use your personal data in the following ways:

In connection with online purchases
We retain your name, address, e-mail address, phone number, payment details, payment history and order information so that we can process your purchases. We use your data to process your order and any returns, to notify you of delivery status, manage payments and provide you with the best possible service when you contact us.

We only keep your data while you are an active customer and while you have the right to complain, i.e. 36 months from the date on which you make your last purchase, unless we are required by the authorities to retain the data for a longer period. We use the data for the performance of our obligations under our purchase agreement with you.

Customer service
It is necessary for us to process your data to enable us to provide an optimal service when you require information about our products, technical support or advice via e-mail, our chat service, phone or our social media platforms. The data we process are name, address, phone number, payment details and history, order information, customer number and, where necessary, date of birth, credit information and any previous correspondence.

We retain any personal data contained in telephone calls for 90 days, data in e-mail correspondence for 24 months and other data about you for 36 months after your last purchase. This processing is necessary for our mutual legitimate interests to enable us to offer you customer service help and support.

We use your personal data to inform you about our products and services via regular mail, e-mail, text message, phone, social media and other electronic channels. In order to do this, we process your name, e-mail address, phone number and your postal address. We also use data about products that you have purchased or shown an interest in to get to know you and be able to offer you information about products that we think you might like.

The processing of your personal data is based on your consent when you agree to receive marketing communications. Exceptions to this are direct marketing communications via postal mail (including catalogues), marketing via social media, and carefully-selected offers sent via e-mail to you based on what your legitimate interest is when you purchase goods from us. Your data are retained for up to 36 months, but you have the right to contact us at any time to stop the processing of your data.

My account
We process your personal data to make it easy for you to access and manage your data (contact details, order history, order details, subscriptions and so on).

To be able to do this, we use the data that you have provided us with, such as your name, phone number, address, e-mail address, order history and customer number. These data are retained and processed for as long as you are an active customer with us, i.e. for up to 36 months from the date on which you make your last purchase, or until you decide to delete your account. The processing of these data is based on our mutual legitimate interests as they are necessary for us to be able to offer you the service.

Our website uses cookies. A cookie is a small text file that is stored on your computer/mobile device and contains no personal information. Cookies stored while you are visiting our website are called temporary cookies – they disappear when you close your browser. Cookies stored for longer are called permanent cookies. You can block the use of cookies at any time by choosing to disallow cookies in your browser settings. However, this may prevent you from accessing certain features of our website since our webshop uses cookies for some of its functionality.

We use both temporary cookies and permanent cookies in our webshop to bring you the best possible experience. These cookies allow items to be saved in your shopping basket, log you out of the site if you have been inactive for a while, and ensure you receive relevant information.

We use cookies to analyse and enhance your experience in our webshop using e.g. third-party cookies from Google Analytics. Cookies used for analysis are both temporary cookies that save information about your session, and permanent cookies that remember you when you return to our site on another occasion.
We use third-party cookies to make it easy for you to share our content in social media. We also use permanent third-party cookies in order to be able to make you relevant offers when you visit other websites/social networks.


Under the General Data Protection Regulation (GDPR), you are entitled to see the information we hold about you. Please contact our customer services if you wish to make a subject access request or a data portability request. If you wish to make changes to the information that we have collected from you (because you feel it is inaccurate, incomplete or irrelevant), simply log in to “My Account” on our website or contact our customer services. It is also possible here to change preferences for or unsubscribe from our marketing e-mails, and withdraw any consents that you have given us. Would you like to be removed from our database? Then please contact us.

You have the right to object to the processing of the data that we have collected on the legal basis of legitimate interests. However, this may mean that we are unable to give you access to certain features. In the unlikely event that you have concerns about our processing of your data, you have the right to lodge a complaint with a supervisory authority. 


Encryption – we use encryption technology in our webshop to protect your personal data. SSL stands for Secure Sockets Layer and ensures that all information transmitted between the buyer and seller is encrypted.

Links – Here on you may find links to other websites. Willow eBikes disclaims all liability for privacy protection or content on these sites.

Data controller – Willow eBikes, a company registered in Scotland.


In order to be able to offer you Klarna’s payment options, we will pass to Klarna certain aspects of your personal information, such as contact and order details, in order for Klarna to assess whether you qualify for their payment options and to tailor the payment options for you.

Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna’s privacy policy.

Shopping Cart