Our promise to you
Introducing our policy
This policy governs any kind of processing of personally identifiable information about natural persons, who are consumers of Nelly & Arthur’s Big Day Out products or services (“personal data”), by Nelly & Arthur’s Big Day Out Ltd. This policy applies to our processing of personal data collected through any means, actively as well as passively, online as well as offline, from persons located anywhere in the world. When you are using Nelly & Arthur’s Big Day Out websites, Nelly & Arthur’s Big Day Out Ltd is the data controller. Any question regarding our processing of personal data may be directed to:
We are guided by the following principles when processing personal data:
The legal basis for collecting data
In specific situations, we collect and process your data with your consent, for example, when you tick a box or register your email to receive email newsletters. You can withdraw this consent at any time, for example, by clicking on the unsubscribe link.
In certain circumstances, we need your personal data to comply with our contractual obligations, for example, if you order and item for home delivery, we will collect your address details to delivery your purchase and pass them to our courier.
In exceptional circumstances, if the law requires us to, we may need to pass data for law enforcement, for example, details of people involved in online fraud.
Transfer of personal data to third parties and/or other countries
As a general principle, we process personal data in order to facilitate or improve our offerings and services to you.
All data transfers to third party vendors or partners, including those listed as examples above will be subject to a written contract between us and the third party vendor or partner in question, and the vendor or partner will not have any authority to use such personal data for any purpose other than as instructed by us.
When relevant, personal information may be shared among the business units and entities inside Nelly & Arthur’s Big Day Out Ltd. We will disclose personal data when legally obligated to do so under subpoena or court order, or for law enforcement purposes.
Processing of personal data through online shopping
When you use our service online or offline (e.g. ordering online via nellyandarthursbigdayout.com, or otherwise), we will process transaction-related personal data, such as your first and last name, mailing and shipping address, phone number, email address, credit card or other payment information, and gender. We will also process information about your purchases with us.
We will use such personal data to process and deliver your order, to provide notification of order status, and to update your profile periodically to ensure that we have the most accurate personal data available. We will also use said personal data to analyze customer behavior and to customize our communication with you, if applicable. In this respect, we may transfer tracking information about your use of our sites to external service providers, which will help us optimize your browsing experience. Optimisation services will be performed under a written contract between us and any service provider.
If you opt-in (or upon request), we will send you Nelly & Arthur Big Day Out promotional and marketing emails. These may be targeted to you based on your purchase history or online browsing behavior.
Retention of personal data
Whenever we collect or process your personal data, we will only keep it for as long as is necessary for the purpose for which it was collected. At the end of the retention period, your data will either be deleted completely, or anonymised, so that it can be used in a non-identifiable way.
When you place an order with us, we will ordinarily keep the personal data you give us for 5 years so we can comply with our legal and contractual obligations relating to the sale of goods.
Nelly & Arthur’s Big Day Out Customer Care
Please contact our customer care team with questions or comments related to our products and services. When you contact us, we will process personal data such as your email address, your gender, first and last name, mailing address, phone and/or cell phone number, and details of your comment as relevant.
We use third party companies as suppliers for some of our functions. Their use of the data is controlled by our contract with them and they are only allowed to use the data strictly for the purpose we have stated e.g. the data is not used in connection with data from other companies and we are not tracking user behaviour outside our own sites.
Most browsers automatically accept cookies. You can prevent cookies from being stored on your computer or device by setting your browser to not accept cookies. Some browsers provide a mode where cookies are always deleted after a visit. The exact instructions for this can be found in the manual for your browser. You can delete cookies already on your computer or device at any time. If you choose not to accept cookies at all, you can still visit our website, however we cannot guarantee an optimum experience without cookies.
Your rights over personal data
You have the right to request access to the personal data that we hold about you and to have your data corrected if it is inaccurate. You also have the right to withdraw you consent to receive direct marketing material at any time.
You may always contact us to review and update personal data we may have stored about you.
Shopping data security
Access to a number of nellyandarthursbigdayout.com services are protected by access restrictions based on your email address and password. It is important that you always choose a password which is hard to guess for others, and protect your password against disclosure.
All external transmissions of payment data facilitated by us are protected by encryption.
All data storage, at Nelly & Arthur’s Big Day Out Ltd operated computer facilities as well as at business partner facilities, will be subject to written contracts.
Generally, processing of personal data will take place in accordance with applicable legislation and best practices concerning data security.
Credit card information is directed to one or more approved and certified service provider(s), and will not be stored by us for longer than it takes to process the data.
Handling of personal data is controlled by documented policies and procedures, including strict physical and logical access control, security back-up, failover, anti-malware protection, monitoring and vulnerability detection mechanisms.
We hope this Privacy Notice has been helpful in setting out the way we handle your personal data and your rights to control it.
Online Shopping Terms and Conditions
Thank you for shopping with us and for your order; we hope to see you again soon.
These Terms and Conditions apply to all orders placed by you with Nelly & Arthur’s Big Day Out, registered number 3591414 on our website nellyandarthursbigdayout.com . These Terms and Conditions only apply to consumers and do not apply to retailers or business owners/companies.
How it works
Once you have ordered and paid for your goods on nellyandarthursbigdayout.com, we will send you an email confirming details of your order providing that you submitted an accurate email address when placing your order. We will send you another email to confirm when we have dispatched your order. We cannot guarantee that all the ordered goods are available in our inventory at all times but we will ship these as soon as possible.
If you have indicated that the order is a gift to the recipient, prices will not be included on the in-parcel receipt. Your pricing information will however be included on your order confirmation and dispatch confirmation emails.
We encourage you to print or save a copy of these Terms and Conditions, your payment information for paying online and shipping confirmation e-mail immediately upon receipt, in case you need to contact us with any questions about your order. If you notice that any of the information emailed to you is incorrect, please contact us immediately so we can correct it.
All prices are stated inclusive of all applicable sales taxes. The price applicable is the price set out next to the product in question on the website on the date of ordering. While we try and ensure that all prices on our website are accurate, errors may occur. If we discover an error in the price of goods you have ordered, we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you, we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund.
Delivery costs are as stipulated in the Dispatch & Delivery section and will be added to orders when applicable.
We accept a wide range of payment methods as described in our How to Pay section.
We ship to all countries of the world. The usual time of delivery depends on the address of delivery and is estimated in the Dispatch & Delivery section.
We make every effort to deliver goods within the estimated timescales; however, delays are occasionally inevitable due to unforeseen factors. If we do not deliver the goods within the estimated timescales you may call upon us to make the delivery within an additional period of time appropriate to the circumstances. If we fail to deliver the goods within that additional period of time, you shall be entitled to terminate the contract. We have the risk and liability for damage to the goods during transport when delivering until you or someone appointed by you have taken physical possession of the goods. If you choose to return the goods regardless of the situation you will have the risk and liability for damage to the goods during transport when returning until we have taken physical possession of the goods.
Any complaints will be handled by our customer care team in accordance with the relevant national legislation. Please use the various means mentioned in the Get in Touch section.
If any errors or defects should occur with our products, you may claim remedy in accordance with statutory law on the sale of consumer goods.
How to contact us
If you have any questions, comments or complaints please do not hesitate to contact our customer care team by email at firstname.lastname@example.org
When visiting nellyandarthursbigdayout.com or sending e-mails to, you are communicating electronically with us. We communicate with the customers by e-mail or by posting notices on the website. For contractual purposes, you consent to receive electronic communications from us and agree that all agreements, notices, disclosures, and other electronic communications that we provide satisfy any legal requirement that such communications be in writing. This clause does not affect any statutory rights you might have.
We assume no liability other than what follows of statutory legislation. We cannot, in any event, be held liable for any indirect or consequential losses, including but not limited to loss of or damage to data through use of our web site.
Portrayal of Products
While every effort has been made to portray items accurately, slight variations may occur. Please note there may be variations in colours dependent on the calibration and settings of individual screens. We make reservations for any typing errors which may occur on the website.
We do not sell products for purchase by children. Persons under 18 years of age or persons who do not possess full legal capacity may only use our website with the supervision and involvement of a parent or guardian and may not purchase goods directly themselves.
Should any part of these Conditions be deemed unlawful and invalid and thus not enforceable, this will not affect the validity and enforcement of the remainder of the Conditions.
These Conditions only apply to consumers and do not apply to retailers or business owners/companies. We define retailers or business owners/companies as those who place orders where the items/products cannot be expected to be ordered for personal use. In these circumstances, we can cancel the order without being liable in any way.
Governing law and jurisdiction
These Conditions are governed and construed in accordance with the applicable law.
At Nelly & Arthur’s Big Day Out we strive to meet and exceed your highest expectations both with every item we sell and the service we provide. We know that making a selection from screen only is no easy decision! Therefore, if after placing your order, you change your mind, or need to cancel or return your order for any reason, we will endeavor to make the process as simple, efficient and trouble free as we can.
We give full right of cancellation or return should you regret your purchase for any reason whatsoever.
As soon as you have placed your order online, it is sent electronically to our warehouse team to pick, pack and dispatch. We process your order as quickly as we can to ensure that you are never waiting unnecessarily to receive your package. If you wish to cancel your order before it has been dispatched, please get in touch with our customer care team on by sending an email to email@example.com
If we receive your cancellation request before the order has been packed by the warehouse team, we will cancel the order and send you an email to confirm; your card will not be charged. If the order has already been packed, it may not be possible to prevent it from being dispatched and charged, but you will still be able to return the order for a full refund. If you have asked for a cancellation, we will always see if it’s possible and update you with the status of your order.
We accept returns from you at any time within 10 days of receipt provided that the returned goods are in the same condition and quantity as delivered by us.
We do not offer exchange of goods, but you are free to place a new order for a preferred item, safe in the knowledge that we will refund you for any returned items. If you wish to replace your returned items for a different item, we will process your new order as quickly as we can.
Taking Care of Your Returns
We never re-sell returned items unless they are in pristine brand-new condition.
Also, we try to refund you for returns as quickly as possible after receiving them, which is much easier if we receive paperwork identifying the original order. We ask you to help us take care of returned items by following our tried and tested returns process.
The Returns Process
If you are not able to follow the returns process exactly, don’t worry, but it just may take a little longer to complete the refund whilst out Customer Care team identifies any missing information.
Cost of Returns Postage
We want to ensure the cost of any return to us is kept to a minimum for you. Therefore:
If for any reason you are not entirely happy with an order you have placed with us, please contact our Customer Care team:
E-mail us at firstname.lastname@example.org