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Privacy Policy

How Custom Tuck Boxes collects, uses and protects personal information when you visit this website or send us an enquiry.

Last updated: 27 October 2026

Who we are

This website, customtuckboxes.co.uk, is operated by PAX CUSTOM PACKAGING LTD (company number 17004126) (“Custom Tuck Boxes”, “we”, “us” or “our”). We are the controller of the personal information described in this policy.

Contact details for privacy questions:

  • Email: hello@customtuckboxes.co.uk
  • Postal address: Office No 823, 85 Dunstall Hill, Wolverhampton, United Kingdom, WV6 0SR

What this policy covers

This policy explains how we collect, use, store and protect personal information when you visit this website, send an enquiry or quote request, or contact us by email or phone. It applies to information about individuals, including people who contact us on behalf of a business.

Information we collect

When you use our quote and enquiry form, we collect the information you choose to provide:

  • Your name, work email address and, if provided, your company name and phone number
  • Packaging details such as box style, estimated quantity, dimensions, artwork status and timing
  • Any files you upload, such as artwork, dielines or reference images
  • The message you write and your confirmation that we may contact you about the enquiry

If you email or phone us, we keep the details you share in that conversation. When you visit the website, our hosting provider may automatically record technical information such as your IP address, browser type and the pages requested, in server logs used for security and to keep the website running.

If you use the live chat on our website, the chat service is provided by tawk.to. We receive the messages you send and any details you choose to share in the chat, such as your name, email address or packaging requirements. To provide the chat, tawk.to also collects technical information such as your IP address, browser and device type, approximate location and the pages you view on our website. You can read more in the tawk.to privacy policy.

How we use your information

We use your information to:

  • Review your enquiry and prepare or discuss a quote
  • Reply to messages you send through our live chat
  • Contact you about your enquiry, including follow-up questions
  • Send an automatic email confirming that we received your enquiry
  • Manage any order that follows from a quote
  • Keep the website secure and prevent spam or misuse
  • Meet our legal, tax and accounting obligations

We do not sell your personal information and we do not use it for automated decision-making. We will only send you marketing emails if you have asked to receive them, and you can opt out at any time.

Our lawful bases

Under UK data protection law (the UK GDPR and the Data Protection Act 2018) we rely on the following lawful bases:

  • Legitimate interests: responding to business enquiries, preparing quotes and keeping the website secure
  • Contract: taking steps you ask for before entering into a contract, and performing a contract once an order is placed
  • Legal obligation: keeping records required by law, such as tax and accounting records
  • Consent: where we ask for it, for example for optional marketing. You can withdraw consent at any time

Who we share information with

We only share personal information where it is needed for the purposes above, with:

  • Our website hosting provider: Hostinger
  • Our live chat provider, tawk.to, which hosts and delivers live chat conversations
  • Our email service provider, which stores and delivers enquiry emails
  • Printing, production or delivery partners, only where needed to quote for or fulfil your order
  • Professional advisers, such as accountants or legal advisers, where necessary
  • Regulators, law enforcement or other authorities where we are required to by law

These parties may only use your information to provide their services to us.

International transfers

Some of our service providers may store or process information outside the United Kingdom. Where this happens, we make sure appropriate safeguards are in place, such as UK adequacy regulations or the International Data Transfer Agreement or Addendum approved under UK law.

How long we keep information

  • Live chat conversations: stored in our tawk.to account and deleted when they are no longer needed to handle your enquiry and any follow-up
  • Enquiries and quote requests that do not lead to an order: kept only for as long as needed to handle your enquiry and any follow-up
  • Customer and order records: for as long as UK tax and accounting law requires, usually six years after the end of the financial year they relate to
  • Uploaded files: for as long as needed to handle your enquiry or order, then deleted or archived with the related records
  • Server logs: for the period set by our hosting provider

When we no longer need information, we delete it or make it anonymous.

How we protect your information

We use appropriate technical and organisational measures to protect personal information, including a secure (HTTPS) connection for this website and restricted access to enquiry emails and uploaded files. No method of transmission over the internet is completely secure, so please avoid sending sensitive personal information through the form.

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 is inaccurate or incomplete
  • Ask us to delete your information
  • Ask us to restrict how we use your information
  • Object to our use of your information where we rely on legitimate interests
  • Ask for your information to be transferred to another organisation, where applicable
  • Withdraw your consent at any time, where we rely on consent

To use any of these rights, email hello@customtuckboxes.co.uk. We will respond within one month, as required by UK law. We may need to confirm your identity before acting on a request.

Cookies

This website does not use analytics or advertising cookies. It uses cookies that are strictly necessary for the website to work, for example to keep administrators signed in or to protect forms from spam.

Our live chat, provided by tawk.to, uses cookies and similar browser storage to run the chat window, keep your conversation available as you move between pages and recognise returning visitors. You can find out more in the tawk.to privacy policy. You can block or delete cookies in your browser settings, but the live chat may not work if you do.

If we add analytics or other non-essential cookies in future, we will update this policy and ask for your consent where required.

Links to other websites

Our website may link to other websites. We are not responsible for their privacy practices, so please read their privacy policies when you visit them.

Complaints

If you have a concern about how we handle your information, please contact us first at hello@customtuckboxes.co.uk so we can try to resolve it. You also have the right to complain to the Information Commissioner’s Office (ICO), the UK data protection regulator, at ico.org.uk/make-a-complaint or on 0303 123 1113.

Changes to this policy

We may update this policy from time to time. The latest version will always be published on this page, with the date it was last updated. You can also contact us if you have any questions.