Last updated: 16 October 2025

1) Who we are (the “controller”)

Hickies Limited (Company No. 01897404)

153 Friar Street, Reading, Berkshire, RG1 1HE, United Kingdom

Email: admin@hickies.co.uk • Phone: 0118 957 5771

This policy explains how we use your personal data when you shop with us in-store or online at www.hickies.co.uk.

2) What this policy covers

How we collect, use, share and protect your data; your rights; who to contact. It applies to our website, in-store purchases, customer service, finance applications we broker, and marketing.

3) Data we collect

• Identity & contact: name, email, phone, billing/delivery addresses.
• Account & order: login details, order history, returns, support messages.
• Payment: payment method, amount, status, fraud-prevention signals. We do not store full card numbers or CVV. Card details are handled by Dojo via its secure gateway.
• Finance (if you apply): information needed by Novuna Consumer Finance to assess creditworthiness (e.g., DOB, address history, employment/income), as prompted during the application.
• Device & usage: IP address, device/browser info, pages viewed, interactions (see our Cookie Policy).
• Preferences: cookie/consent choices and marketing preferences.

4) Where we get your data

• Directly from you at checkout, account sign-up, contact forms or in-store.
• Automatically via cookies/SDKs that you consent to (analytics/ads).
• From finance/anti-fraud partners when you apply for credit (e.g., Novuna’s credit-reference & fraud-prevention checks).

5) Why we use it & lawful bases

We only use your data when we have a legal reason to. Here’s a summary:

Purpose	Examples	Lawful basis
Sell & deliver your order	Processing orders, receipts, shipping, returns	Contract
Payment processing & fraud prevention	Route card payments to Dojo (online & in-store), fraud checks	Contract; Legitimate interests (prevent fraud); Legal obligation (accounting/AML)
Retail finance broking	Pass your application to Novuna; help with queries	Contract; Legal obligation; Legitimate interests (prevent fraud)
Customer support	Emails, phone, contact forms, repairs/warranty	Legitimate interests
Account management & security	Login, preferences, access controls	Contract; Legitimate interests
Direct marketing	News, offers by email/SMS	Consent (new prospects) or Legitimate interests (soft opt-in for existing customers about similar products) with a simple opt-out at any time
Analytics & ads measurement	GA4/Jetpack usage stats, ads conversion linker	Consent (non-essential cookies under PECR)
Security, legal & compliance	Detect abuse, keep services reliable, comply with tax/regulators	Legitimate interests; Legal obligation

Non-essential cookies (e.g., analytics/advertising) are set only after your consent. Our banner presents “Accept all”, “Reject all” and “Set preferences” with equal prominence, and you can change choices any time via Manage consent.

6) Who we share data with (and why)

• Payments – Dojo (Paymentsense Limited): processes card payments for our online checkout and in-store terminals and acts as an independent data controller for card processing. We do not store full card numbers or CVV. See Dojo’s privacy information.
• Retail finance – Novuna Consumer Finance (a business of Mitsubishi HC Capital UK PLC): controller of finance applications; performs credit-reference and fraud-prevention checks (e.g., with UK CRAs and CIFAS/National Hunter). See Novuna’s privacy notice.
• Hosting & infrastructure – Amazon Web Services (AWS Lightsail): we self-host WooCommerce/WordPress on a VPS provided by AWS.
• Analytics/measurement (only with consent): Google Analytics (GA4), Automattic/Jetpack, Sourcebuster, Google Ads Conversion Linker (see Cookie Policy for details and controls).
• Operational partners: delivery/courier services, email/SMS and IT/security support as needed to run our business. We share only what’s necessary.

7) International transfers

Some partners (e.g., AWS or analytics vendors) may process data outside the UK/EEA. Where this happens, we use appropriate safeguards such as the UK International Data Transfer Addendum and/or Standard Contractual Clauses, or rely on another lawful transfer mechanism.

8) How long we keep data

• Orders, invoices & payment records: 6 years (tax, accounting & limitation).
• Accounts & support history: while your account is active and up to 12 months after inactivity, unless we need to keep it longer for legal reasons.
• Finance applications (our copy): as long as needed to broker your application, handle queries/complaints and meet regulatory obligations; Novuna keeps application/loan data under its own policy.
• Cookie/analytics data: per your consent choices and the lifetimes in our Cookie Policy.

9) Cookies & similar technologies

Our Cookie Policy lists the cookie categories, names (e.g., WooCommerce cart/session, _ga, _gcl_*, tk_ai, sbjs_*), purposes and typical lifetimes, and gives you control to Accept all, Reject all or Set preferences. You can update choices any time via Manage consent in the footer.

10) Your rights

• Access a copy of your data; correct inaccuracies.
• Delete your data in certain cases; or restrict how we use it.
• Portability of data you provided to us, where technically feasible.
• Object to processing based on legitimate interests, including objecting to direct marketing at any time.
• Withdraw consent at any time (this won’t affect past processing).

To exercise your rights, contact admin@hickies.co.uk. You also have the right to complain to the UK Information Commissioner’s Office (ICO): ico.org.uk / 0303 123 1113.

11) Children

We sell to adults. Our finance options are for 18+. If you believe a child’s data has been provided to us, please contact us so we can delete it.

12) Automated decisions & profiling

If you apply for finance, Novuna may use automated decision-making and profiling as part of credit/risk checks. See Novuna’s privacy notice for details, including your right to request human review.

13) Security

We protect our systems and your data with reasonable technical and organisational measures, including TLS encryption, access controls and secure operation of our self-hosted WooCommerce/WordPress on AWS Lightsail.

14) Changes to this policy

We’ll post updates here and change the “Last updated” date. Significant changes will be highlighted on-site.

15) Contact us

Questions or requests: admin@hickies.co.uk • Hickies Limited, 153 Friar Street, Reading, RG1 1HE, United Kingdom.

Last updated: 16 October 2025

1) Who we are

Hickies Limited (also known as Hickies Music), Registered in England & Wales No. 01897404.

Registered office: 153 Friar Street, Reading, Berkshire, RG1 1HE, United Kingdom.

Email: admin@hickies.co.uk • Phone: 0118 957 5771

This Cookie Policy explains how we use cookies and similar technologies on www.hickies.co.uk (the “site”).

2) What are cookies?

Cookies are small files stored on your device to make websites work, remember your choices, keep you signed in, and help us understand how the site is used. Some are essential (e.g., keeping your cart), others are optional (e.g., analytics or advertising).

3) Your choices & consent

When you first visit, we show a banner with a real choice: Accept all, Reject all, or Set preferences. We only set non-essential cookies after you consent. You can change your mind any time:

• Use the Manage consent link to update settings.
• You can also use your browser settings (blocking essential cookies may break core site functions like cart and checkout).

4) Legal basis

Strictly necessary cookies are placed to provide the service you request (e.g., adding to cart, staying logged in) under PECR—no consent required.

Analytics, advertising and other non-essential cookies are used only with your consent. You can withdraw consent at any time via Manage consent; withdrawal applies going forward.

Note: UK law includes limited exceptions for certain low-risk uses. Unless an exception clearly applies to our specific configuration, we will continue to rely on consent for non-essential cookies.

5) Cookies we use

Below is a list of the cookies you may encounter on our site. Exact lifetimes can vary by configuration and browser.

5A. Strictly necessary (always on)

These make the site and checkout work. Without them, you can’t add items to your cart or stay logged in.

Name	Provider	Purpose	Typical lifetime
woocommerce_cart_hash, woocommerce_items_in_cart	WooCommerce	Track cart changes/contents so cart & mini-cart work.	Session
wp_woocommerce_session_*	WooCommerce	Links your browser to your cart session in the database.	~2 days
wc_cart_hash_*, wc_fragments_*, wc_cart_created	WooCommerce	Keep cart fragments/mini-cart and checkout stable.	Session
storeApiCartData, storeApiNonce	WooCommerce	Secure and operate WooCommerce Store API/Blocks (cart/checkout).	Session
wordpress_test_cookie	WordPress	Checks if cookies are enabled.	Session
wordpress_logged_in_*	WordPress	Keeps you logged in.	Session (up to ~2 weeks if “remember me”)
wp_lang	WordPress	Stores interface language (login/translation support).	Session
wpEmojiSettingsSupports	WordPress	Checks browser support for emoji/rendering.	Session
wp-settings-1, wp-settings-time-1, WP_DATA_USER_1	WordPress	Remember dashboard/editor preferences for logged-in users.	Up to ~1 year (varies)
cmplz_functional, cmplz_statistics, cmplz_preferences, cmplz_marketing	Complianz (CMP)	Save your consent choices per category so we honour them on future visits.	~1 year

5B. Preferences / functionality

Improve your experience (e.g., remembering a tool choice). These are used when you engage that feature.

Name	Provider	Purpose	Typical lifetime
pbf-deposit-last-used, pbf-service-used-from-widget	Finance/deposit widget	Remembers the last finance/deposit option you chose to streamline checkout.	Varies (plugin-defined)

5C. Analytics / statistics (only with your consent)

Name	Provider	Purpose	Typical lifetime
_ga, _ga_<container-id> (e.g., _ga_RM3G736SJG, _ga_WMZ0WZ5WLS)	Google Analytics 4	Distinguish users/sessions to understand site usage & performance.	≈ 2 years
tk_ai, tk_qs	Automattic / Jetpack	Anonymous ID and feature usage for analytics (some features set these on the front-end).	Session (typical)
sbjs_current, sbjs_current_add, sbjs_first, sbjs_first_add, sbjs_session, sbjs_udata, sbjs_migrations	Sourcebuster JS	Track how you arrived (source/medium/campaign) for analytics attribution.	Session to ~6 months

5D. Advertising & measurement (only with your consent)

Name	Provider	Purpose	Typical lifetime
_gcl_au, _gcl_ls	Google Ads / Conversion Linker	Store ad-click info so conversions can be attributed.	Typically up to ~90 days

5E. Admin-side cookies

These may appear for store staff when using the WordPress/WooCommerce dashboard.

Name	Provider	Purpose	Typical lifetime
customer-effort-score-exit-page	WooCommerce (admin)	Triggers/records WooCommerce admin CES surveys or flows.	Varies

6) Change or withdraw your consent

You can update your choices any time via Manage consent. When you withdraw consent, we’ll stop setting the relevant cookies from that point forward. You can also clear existing cookies in your browser.

7) Third parties & international transfers

Some providers (e.g., Google) may process data outside the UK/EEA. Where they do, they rely on appropriate safeguards (e.g., standard contractual clauses). See each provider’s privacy information for details.

8) Updates to this policy

We review this policy when our cookie practices change (for example, when we add a new tool). We’ll post any changes here and update the “Last updated” date.

9) Questions?

We’re happy to help. Email admin@hickies.co.uk or write to Hickies Limited, 153 Friar Street, Reading, RG1 1HE, United Kingdom.

Free Local Delivery for Heavy Items (Including Acoustic Pianos)

We offer FREE local delivery on acoustic pianos and other items marked as ‘Heavy Item’—no hidden fees or extra charges!

To qualify, your delivery address must have a postcode that begins with one of the following prefixes:
RG, OX, EX, or SN.

This will be automatically applied at checkout once you’ve entered your delivery address. If your postcode starts with one of the eligible prefixes, the delivery charge for heavy items will be removed. Otherwise, a standard £60 delivery fee will apply for heavy items.

Currently we can only make deliveries to addresses within the United Kingdom. If you purchase an item from us and you live outside of the United Kingdom we will need to process a refund for you as we will not be able to send your goods.

Delivery Costs

The cost for delivery is calculated when you visit your basket and checkout in our store. The price is based on both the “Shipping Class” of the item you are about to purchase and your delivery address. Our shipping classes and costs for delivery based on your location are as follows:

Envelopes & Large Letters Delivered Via Royal Mail

This shipping class comprises most of our music books and very small items sold at Hickies. A large letter is no more than 750g in Weight, 35cm in Length, 25cm in Width and 2.5cm Thickness. We place these items into a sturdy envelope such that the item will not bend. The cost for delivery of a large letter is £2.50.

Small Parcels Delivered Via Royal Mail

A small parcel is no more than 2kg in Weight, 45cm in Length, 35cm in Width and 16cm Thickness. We place these items into sturdy packing boxes. The cost for delivery of a small parcel is £4.95.

Large Parcels Delivered Via DPD

Anything larger than a small parcel will be couriered via DPD. We place these items into thick boxes padded with polystyrene and bubble wrap. The cost for delivery of a large parcel is £4.95.

Heavy Items Delivered Via In-House Local Delivery Or 3rd Party Courier

Heavy items have special requirements for delivery and the price will vary depending on your location. If you have added an item to the basket that is “Shipping as: Heavy Item” and you have filled in your address as prompted within our checkout, it will be determined if you are within our local range. Customers with eligible postcodes (starting with RG, OX, EX, or SN) who purchase a heavy item benefit from a delivery that is free of charge. Customers outside this range will be charged £60 for the delivery of a heavy item.

Returns

Our 14 Day Refund Policy

If you purchase a product from our online store then you have 14 days from the day of purchase to get a full refund. The item must be returned in the same condition that it was sold to you for refund eligibility. If the item was sold as new it must be returned unopened and in all of its original packaging as new. If the item was sold as used, it must return in the same condition as it was sold to you. We are happy to process refunds so please contact us.

Our 12 Months Warranty

All new items purchased from us come with a 12 month warranty against manufacturer defects. Manufacturers themselves often offer extended warranties, please make sure you check your manual when you purchase an item because you may need to register online to gain their extended warranty. Used items purchased from us come with a 3 month parts and labour warranty.

Damaged Parcel In Transit

If you think your items have been damaged in transit please let us know right away. Please carefully inspect your parcel when it arrives to you and do not accept it unless you are completely satisfied it has arrived in good condition. If you want to accept the parcel then you must note any marks or damage BEFORE you accept it from the courier.

My Item Is Damaged

We thoroughly check our items before we send them to you, however if you notice wear or damage that you think we have missed please contact us right away so that we can assess the damage. If we have sent you an item that is worn or damaged beyond what was advertised we will consider this item faulty and it will be eligible to be returned as such. You have 2 days after the day of purchase to notify us of this damage, after 2 days you will no longer qualify for our refund policy, however you will still have 12 months warranty against manufacturer defects.

Return A Faulty Item

If your item is faulty or has a manufacturer defect within 12 months of purchase, please contact us so that we can help you with your issue. We will need to establish the fault with you and test it, you will also need to present your receipt for this item. Once we have found the fault we will give you a refund or replacement when applicable.