Privacy Policy
Last updated: 7 September 2026
Hike Comfy LTD is committed to protecting your privacy. This policy explains how we collect, use, store and share personal information when you visit hike-comfy.com, place an order or contact us.
We process personal information under the UK General Data Protection Regulation and the Data Protection Act 2018.
We don't sell your personal information.
1. Who's responsible
Hike Comfy LTD is the data controller for everything described here.
| Store name | Hike Comfy |
| Company name | Hike Comfy LTD |
| Business address | Bluewater, Greenhithe, Kent DA9 9ST, United Kingdom |
| support@hike-comfy.com | |
| Phone | +44 1322 475475 |
| Customer service | Monday to Friday, 9:00 am–9:00 pm UK time |
| Response time | Within one working day |
Saturday, Sunday and bank holidays: closed.
2. What we collect
When you order
Name, email address, telephone number, billing address, delivery address, order and transaction details, and records of returns and refunds.
Payment details
Card information is entered directly into our payment provider's secure form and never reaches our systems. We receive a payment confirmation, the last four digits and the card type.
When you create an account
Username, encrypted password, saved addresses and preferences.
When you contact us
Whatever you include in your message, plus your email address. Where you ask for sizing help, that includes whatever you choose to tell us about your usual size or fit.
Automatically, as you browse
IP address, browser and device information, operating system, pages viewed, referral source, approximate location derived from your IP address, and cookie data.
We don't ask for, and don't want, health information. Please don't send us medical records or diagnoses — we're a footwear retailer, not a healthcare provider.
Marketing preferences — whether you've chosen to receive promotional communications.
3. Why we hold it, and what allows us to
| Purpose | Lawful basis |
|---|---|
| Processing, fulfilling and delivering your order | Performance of a contract |
| Taking payment and issuing refunds | Performance of a contract |
| Managing your account | Performance of a contract |
| Customer service, returns and exchanges | Performance of a contract |
| Preventing fraud and maintaining site security | Legitimate interests |
| Improving our products, services and website | Legitimate interests |
| Accounting records, tax and regulatory obligations | Legal obligation |
| Responding to lawful requests from authorities | Legal obligation |
| Marketing emails and promotions | Consent |
| Analytics and advertising cookies | Consent |
Where we rely on legitimate interests, we've considered whether our interest is outweighed by your rights, and you can object at any time.
Where we rely on consent, you can withdraw it whenever you like. That doesn't affect anything processed beforehand.
Buying from us is never conditional on agreeing to marketing.
4. Email and marketing
Order-related messages — confirmations, dispatch notices, delivery updates — are sent because we need them to complete your purchase. They aren't marketing, and unsubscribing doesn't stop them.
Marketing messages go only to people who have actively opted in. Providing your email address at checkout doesn't sign you up.
Unsubscribe at any time using the link in any marketing email, or by emailing support@hike-comfy.com.
5. Cookies
| Type | What it does | Optional? |
|---|---|---|
| Strictly necessary | Basket, checkout, account login, security | No — the site won't work without these |
| Functional | Remembers your preferences and settings | Yes |
| Analytics | Traffic, performance and error measurement | Yes |
| Advertising | Ad measurement, personalisation and retargeting | Yes |
Non-essential cookies are set only after you've given consent through our cookie banner, as the Privacy and Electronic Communications Regulations require. You can change or withdraw that consent at any time through the banner or your browser settings.
Blocking a cookie doesn't delete one already stored, and disabling strictly necessary cookies will prevent checkout from working.
Do Not Track: browsers send DNT signals inconsistently and there's no agreed standard, so we don't act on them. We do honour Global Privacy Control signals where transmitted.
6. Who else sees it
- Our e-commerce and hosting platform
- Payment processing providers
- Delivery, logistics and fulfilment partners
- Customer service and communications providers
- IT, hosting and security providers
- Analytics providers
- Advertising and marketing providers — subject to your consent
- Professional advisers, including accountants and legal advisers
- Regulators, authorities and law enforcement — where legally required
Each receives only what its function requires and processes it under our instructions. We have data processing agreements in place with our processors.
We may also disclose information where necessary to comply with a legal obligation, protect our business or customers, investigate suspected fraud, or establish or defend legal claims.
If the business is restructured, sold or merged, customer records may transfer as part of that transaction.
7. Payments
Payments are processed by PCI-DSS compliant providers, the industry standard for handling card data. Card payments are additionally protected by 3D Secure, so your bank confirms each transaction directly with you.
We don't store your complete card number or security code on our systems. Not as a general rule — at all.
8. Information leaving the UK
Some of our providers process personal information outside the United Kingdom.
Where a transfer is a restricted transfer under UK data protection law, we rely on UK adequacy regulations, the UK International Data Transfer Agreement, or the UK Addendum to the EU Standard Contractual Clauses.
9. How long we keep it
| Data | Retention |
|---|---|
| Order and transaction records | 6 years — HMRC requirement |
| Account information | Until you close your account |
| Marketing subscriptions | Until you unsubscribe |
| Customer support correspondence | 2 years after the matter closes |
| Website analytics | 26 months |
| Fraud prevention records | 3 years |
Where a dispute or legal claim is live, the relevant records stay as long as they're needed. Otherwise they're deleted, anonymised or securely destroyed.
10. Your rights
Under UK data protection law you have the right to:
- Access the personal information we hold about you
- Have it corrected where it's inaccurate or incomplete
- Have it erased, where we're not required to keep it
- Restrict how we process it
- Receive a copy in a common electronic format
- Object to processing based on legitimate interests, and always to direct marketing
- Withdraw consent at any time, where consent is the basis
- Avoid decisions made purely by automated processing that carry legal effects
Some of these carry conditions and exemptions.
To exercise a right, email support@hike-comfy.com. We may ask you to confirm your identity, usually by checking details of a recent order.
We respond within one month. Complex requests may take a further two months, and we'll tell you inside the first month if that applies. There's no charge, and using these rights won't change how we treat you.
11. Security
We use reasonable administrative, organisational and technical safeguards to protect personal information against accidental loss, misuse, unauthorised access, alteration and disclosure — including SSL/TLS encryption across the site, access limited to staff who need it, and a PCI-DSS compliant payment provider.
No internet-based system or method of electronic storage can be guaranteed completely secure, and we won't claim otherwise.
Where a breach is likely to pose a high risk to your rights, we'll tell you without undue delay and report it to the Information Commissioner's Office, as the law requires.
12. Children
Our site isn't intended for children under 13, and we don't knowingly collect their personal information.
If you're a parent or guardian and believe a child has given us their details, email us and we'll remove them.
13. Other websites
Our site may link to websites operated by others. We aren't responsible for their content, security or privacy practices. Read theirs before providing any personal information.
14. Complaints
Raise it with us first — support@hike-comfy.com. We acknowledge complaints within five working days and investigate without undue delay.
If our response doesn't satisfy you, you have the right to complain to:
Information Commissioner's Office
Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
0303 123 1113 · ico.org.uk
15. Changes to this policy
We may update this policy to reflect changes to our business, services, technology or legal requirements.
The current version always sits on this page with the date above. Where a change materially affects how we handle your information, we'll take whatever additional steps the law requires.
16. Contact
Hike Comfy LTD
Address: Bluewater, Greenhithe, Kent DA9 9ST, United Kingdom
Email: support@hike-comfy.com
Phone: +44 1322 475475
Business hours: Monday to Friday, 9:00 am–9:00 pm UK time