Changes to this Policy
We may amend this privacy policy at any time so please ensure you check the latest version regularly.
Updated: August 2025
Introduction
Mountain Warehouse Limited is committed to respecting your privacy and complying with applicable data protection and privacy laws.
This policy statement regarding customer and online user information applies to Mountain Warehouse Limited and its worldwide subsidiaries (“Mountain Warehouse,” “we” or “our”).
This policy does not apply to the websites of any Business Partners or to any other third parties, even if their websites are linked to our website.
For the purpose of the relevant data protection regulations, Mountain Warehouse Limited is the “data controller” of your information and our registration number with the UK Information Commissioner’s Office (ICO) is Z7037144.
This policy outlines how we collect and use your information.
We have provided this policy statement to help you understand how we collect, use and protect your information when you visit our website or otherwise communicate with us, for example by phone or in writing by mail or e-mail. We wish to help you make informed decisions, so please take a few moments to read the sections below and learn how we may use your personal information.
At Mountain Warehouse we treat customers’ personal information and details extremely seriously. We will only use the information we collect about you in accordance with Privacy Law (i.e. for the EU, The General Data Protection Regulation and relevant in country secondary Privacy Legislation) with the primary purpose of making your shopping experience as enjoyable and easy as possible.
We collect your information in the following ways
Online
In Store
Other
We collect your information for the following reasons:
We may use Artificial Intelligence (AI) tools and technologies to enhance our services, which may include, but not be limited to improving user experience, analyzing data, providing recommendations, and automating certain processes. These tools may process personal information solely for the purposes described in this Privacy Statement and in compliance with applicable laws. We do not use AI systems to make decisions that produce legal or similarly significant effects without human involvement. Any personal information processed through AI is handled securely, and we take steps to ensure that data remains protected, accurate, and used responsibly.
Please see our Cookie Policy to find out more about the cookies we use and how to manage and delete cookies.
We will keep your personal information in accordance with our internal retention policies. We will determine the length of time we keep it for based on the minimum retention periods required by law or regulation.
We will generally hold your information for as long as you remain an active customer and for 7 years afterwards. This does not apply in all cases.
We will only keep your personal information after this period if there’s a legitimate reason to do so.
Any marketing by us and our subsidiaries will be conducted in accordance with applicable laws and include methods to allow you to express your preferences including the possibility of being removed from our email and postal marketing lists.
We may send you marketing communications by email and/or post informing you of our products and special offers:
You may choose to receive or not receive these marketing communications from Mountain Warehouse by indicating your preferences. Opportunities to select your preferences include the following:
(a) For opting out of email marketing;
(b) For opting out of postal marketing lists (covering catalogues, newsletters and other promotional material etc), you can submit a request via the contact us form which can be found here and
(c) For opting out of receiving communications prompted by online behaviour please see our Cookie Policy
Please note that it can take up to 24 hours to be removed from our list therefore you may be selected for one final email before removal. Our catalogue has a longer production time, so you may receive one more mailing before removal up to one month after opting out.
If you opt out of receiving marketing communications, we may still communicate with you in connection with purchases you make.
We retain your details on our marketing lists until you “opt-out” at which point we add you to the suppression list. We keep that suppression list to comply with our legal obligations to ensure we don’t accidentally send you any more marketing.
Who We Share Your Personal Information with
We will never sell any of your personal data to a third party. However, we do need to share your data with certain establishments that we work with to provide the service and shopping experience that you are used to, such as:
Examples of these establishments are:
Additionally, we may disclose your personal information:
International Transfers: We may transfer your personal information to our subsidiaries or third-party suppliers, delegates or agents which may be situated outside of the United Kingdom if required for the purposes described in this Privacy Statement such as administering Membership Cards/Discount Cards.
This may involve the transfer of your personal information to countries outside your home country or region, including outside the European Economic Area (EEA) if that is your region, which may have a different level of data protection from your home country.
We will only transfer your personal information outside the EEA where either:
(a) the transfer is to a country which the EU Commission has decided ensures an adequate level of protection for your personal information, or
(b) we have put in place our own measures to ensure adequate security as required by data protection law. These measures include ensuring that your personal information is kept safe by carrying out strict security checks on our overseas partners and suppliers, backed by strong contractual undertakings approved by the relevant regulators, such as the EU Model Clauses, or
(c) the transfer meets one of the requirements under Article 49 of the UK GDPR.
Privacy of Children and Special Categories of Personal data: We do not knowingly collect personal data from anyone under the age of 16. We do not knowingly obtain any Special categories of personal data about our customers, such as information about health or medical conditions, race or religious beliefs. We regularly cleanse our data and would remove anyone flagged as deceased from receiving any marketing communications from us.
If we are made aware that we have received information from anyone under the age of 16 or entailing special categories of personal data in violation of this policy statement, we will immediately ensure that they do not receive marketing communications from us and will take steps to remove them from our database.
Our legal basis for collecting and using your personal information as described in this privacy statement will depend on the personal information concerned and the specific context in which we collect it.
In general, we collect and process your personal information on one or more of the following bases:
Your Consent: For example, where we have obtained your consent to process your personal data for certain activities. You are free to withdraw your consent at any time by submitting the contact us form which can be found here. If you withdraw your consent, it will not affect the lawfulness of any processing based on your consent before you withdrew it. Where applicable, we may ask for your consent to processing at the point where you provide your Personal Information.
To comply with a Contractual Obligation: For example, using your shipment details to make delivery where you have bought a product from us. We will advise you upon collection whether the provision of your personal information is mandatory and of the possible consequences if you do not provide us with your information.
To comply with our Legal Obligations: where other laws require the processing of your personal information (for example, Taxation laws).
Mountain Warehouse’s (and its subsidiaries’) Legitimate Interests: which include the provision of this website and/or relevant products and services, and/or the carrying out of marketing and profiling activities, provided always that our legitimate interests are not outweighed by your rights and freedoms.
Your Data Protection Rights
To exercise your rights, or if have any concerns or you want to know more about how Mountain Warehouse collects, stores and processes your personal data, please contact us by submitting the contact us form which can be found here or via post at;
UK
ATTN: Privacy Team
Mountain Warehouse
Compass House
7A Howick Place
London, United Kingdom
SW1P 1DZ
EU
ATTN: Privacy Team
Mountain Warehouse
Unit 3A, Westend Retail Park
Blanchardstown
Dublin, Ireland
DN06030
If you still have concerns about the way we process your personal data or are not happy with the way we have handled a request in relation to your rights, you can make a complaint to the applicable data protection supervisory authority in your country of residence.
For the UK, the supervisory authority is the Information Commissioner’s Office (ICO) and they can be contacted at www.ico.org.uk
For other EU supervisory authorities to please go to https://edpb.europa.eu/about-edpb/board/members_en
For general order queries that are not privacy related, please contact the Customer Service team directly via the following routes;
Telephone and Chat: https://support.mountainwarehouse.com/hc/en-gb/articles/4409682324369-How-to-get-in-touch
Email: https://www.mountainwarehouse.com/help/new-request/
We may amend this privacy policy at any time so please ensure you check the latest version regularly.
Updated: August 2025