Privacy and Cookies Policy

1.   Who we are and how to contact us?

Last updated: 11 September 2025

Who we are and how to contact us?

We are Yodel Delivery Network Limited (“Yodel by InPost”) (company number 05200072) with a registered office at Skyways Hub, Speke Road, Speke, Liverpool, L70 1AB. We are the data controller for the purposes of the UK General Data Protection Regulation (“UK GDPR”), which means we are responsible for deciding how and why we use the personal data collected in connection with Yodel by InPost services, including our mobile app and this website.

Yodel (now Yodel by InPost) is now part of the InPost group of companies. Where your order involves InPost’s own services, InPost UK Limited shall act as the data controller for personal data processed in order to provide their services to you. You can find out more about how InPost handles personal data by visiting their privacy notice.

We collect and process your personal information when you use our website or mobile application in order to provide you with parcel delivery services. We ask that you read this privacy notice carefully as it contains important information about the personal information we collect about you, how we use it, and the situations in which we may share your information with other organisations.

How to contact us

If you have any questions about this privacy policy, or how we use your personal information in connection with our services, please contact our data protection team at data.protection@yodel.co.uk or write to us at the Data Protection Team, Skyways Hub, Speke Road, Speke. Liverpool L70 1AB.

Types of personal data we process

When you use or interact with our services and products through our mobile app or website, you may be asked to provide certain information to create an account or to make use of our offerings. The types of personal information processed may include, for example:

When you use our website or mobile application, we may process the following information:

·       Full name, email address and phone number;

·       Your Yodel by InPost Tracking Number (e.g. to make use of our parcel tracking services);

·       Your preferred delivery address and any other saved addresses you provide, and any label descriptions for those saved addresses (e.g. “work”, “friend”);

·       Details of your preferred safe place for deliveries;

·       Information that you provide when completing contact forms on our website, for example, your name, contact details and specifics of your request or query;

·       Details of queries or complaints you submit via our live chat function

·       Information that you provide in relation to parcel claims, collection or delivery cancellations and refunds;

·       information submitted in surveys, prize draws or competitions that you choose to take part in via our app or website.

·       Should you choose to utilise biometric authentication on our app (Touch or Face ID) to login, your biometric data will only be stored on your device and is not collected or stored by Yodel by InPost.

·       where you accept non-essential cookies on our website, we may collect information about your device, browsing activity and interactions with our site or ads to understand your interests and improve your experience (please see Cookie Policy below for further information)

When you use our delivery services we may process:

·       the name, address(es), contact details of the parcel sender and parcel recipient(s), delivery instructions, parcel identifier and delivery history. 

·       any other correspondence with you in relation to the delivery service

·       the location of your parcel, through our parcel tracking functionality

·       What3words provided to us to confirm the exact location for your deliveries

·       Payment card details (which will be held by our third-party payment processor)

·       images providing proof of delivery

Why do we use your personal data and what is our lawful basis for doing so?

Under data protection law we must tell you why we use your personal data and identify a lawful basis for using your personal data:

Necessary for performance of a contract:

We primarily use personal data in order to provide our services to you. This may include (as service, app and website functionality changes from time to time):

• to register you as new Yodel by InPost customer or recognise you as a returning customer;

• to process deliveries placed through our Yodel by InPost app or website;

• to deliver parcels sent by you or to you;

• to send you service messages in relation to the delivery of a parcel, including status updates, tracking information, delays/disruption alerts and delivery confirmation;

• to take payments and process refunds (where applicable) and

• To handle and resolve customer service complaints, claims and enquiries directly related to Yodel by InPost services.

Yodel by InPost (previously Yodel) is now part of the InPost group of companies. As well as our own delivery services, we work closely with InPost to provide our customers with a wider choice of delivery options. Where your order involves an InPost service (for example, divert-to-locker deliveries), Yodel by InPost will share the necessary information with InPost so they can provide that service to you. This includes name, contact details (e.g., email address and phone number), delivery address(es) and instructions, and parcel identifiers. InPost acts as a separate data controller for its own services. You can learn more about how InPost handles personal data by visiting their privacy notice.

Where applicable, we use your data for the above purposes in order to fulfil our obligations under our contract with you.

Our legitimate interests, or those of a third party:

We may use your personal data where needed for purposes which are in our, or a third party’s, legitimate interests. When relying on this basis, we consider our legitimate interests and the potential impact on your rights and interests and weigh these up.

Where you do not use our app or website, or you do not otherwise have a contract with Yodel by InPost directly (for example, where your contract is with a retailer), then we rely on legitimate interests to use your personal data.

We also rely on legitimate interests for use of your personal data for the following purposes:

·       to respond to enquiries, communications and complaints which you send us (or are sent on your behalf by an authorised representative, as applicable);

·       to provide customer support services. Please note we may record inbound calls to our customer service line for training and quality assurance purposes. You will be informed of this at the beginning of the call;

·       to send you essential service-related messages (that are not tied to a specific delivery);

·       to administer our website and app and to maintain customer records;

·       for fraud detection, investigation and prevention and to detect misuse of our services;

·       for account verification and security purposes;

·       to interact with you on our social media channels, where you engage with us;

·       to send feedback surveys to help us improve our products and services, including via TrustPilot;

·       to better understand how our app and website are used for product and business development purposes so we can develop the best product we can;

·       to exercise legal rights and defend legal claims; and

·       to the extent necessary for the purpose of the administration of a sale or possible sale of our business, assets or the restructuring of our business.

Consent:

Sometimes we may ask for your consent to use your personal data for a particular purpose. Where we ask for consent you will have the right to change your mind at any time. For example, for direct marketing, you can withdraw your consent by following the unsubscribe links found in our marketing emails, or by contacting us at data.protection@yodel.co.uk

We ask for your consent:

·       to send you marketing and promotional emails from Yodel by InPost and our partner, InPost UK (depending on your specific consent choices). You can withdraw consent for direct marketing at any time by clicking the unsubscribe link in any marketing email from us, or by contacting us at data.protection@yodel.co.uk. Please note that if you agree to receive marketing from InPost, Yodel by InPost will record your consent and share this with InPost so they can send you marketing communications about their services and promotions. You can unsubscribe from InPost marketing communications at any time by clicking the unsubscribe link in their marketing emails or by contacting them directly at marketingpreferences@inpost.co.uk.

·       to use non-essential cookies on our website.  You can change your cookie preferences at any time via the preference management tool option on the website;

·       to use your location data, which is relevant for certain features of our app, such as alerting you to nearby locker locations or Yodel by InPost stores. You can modify your settings in the app or on your device to switch this off (although if you do, that particular feature may not be available to you);

·       to use tracking technologies on our website and app; and

·       to administer your entry into prize draws and competitions that you choose to enter (e.g., through our mobile app), including contacting winners and delivering prizes.

To comply with our legal obligations:

In certain circumstances, we may be obliged to process your personal data in order to comply with our legal obligations. This might include, but is not limited to, processing required for tax and accounting purposes; assistance of law enforcement; and to enable us to fulfil our compliance and other obligations under relevant legislation or regulation, for example, to handle and resolve data subject rights requests submitted by you or on your behalf by an authorised third party under data protection legislation.

Who do we share your data with?

We use the following types of service providers in connection with our services and products who may have access to your personal data in order to provide their services or provide services on our behalf. Before doing so, we ensure that they have provided sufficient guarantees that they will keep your data safe and handle it in line with data protection law and our strict instructions.

We may transfer your personal data to the following parties:

·       Other companies in the InPost group

·       Technology service providers

·       Secure payment processors to facilitate your payments for our services.

·       Customer helpline and customer services providers, such as Teleperformance

·       Third-party and/or self-employed drivers and couriers we contract with

·       Regulators and other governmental agencies or law enforcement agencies, where strictly required

·       If you choose to sign in to your account using your Google or Meta login, we will receive certain information from that provider (such as your name, email address and profile ID) to create or link your account. Your use of these sign-in options is also subject to Google or Meta’s own privacy terms

International Data Transfers

From time to time, we may transfer your personal data to members of our group of companies or to third party service providers based outside the UK. Their processing of your personal data will therefore involve a transfer of data outside the UK.

Whenever we transfer your personal data out of the UK, we ensure a similar degree of protection is afforded to it by ensuring that either:

·       we will only transfer your personal data to countries that have been deemed to provide an adequate level of protection for personal data (for example, those in the EEA); or

·       where we transfer personal data to certain service providers located in other countries, (i) we will assess whether that country offers protections for personal data which are essentially equivalent to those offered in the UK; and (ii) we will use specific contractual terms to give personal data appropriate safeguards.

How long do we hold your personal data for?

We will retain your personal data only for as long as we have a valid reason to do so. This may include providing our services, meeting our regulatory obligations, or dealing with complaints, disputes and enforcing our agreements.

The length of time we keep your personal data will vary depending on the nature of the personal data and the reason we are obliged to hold it. However, as a general rule, we will not keep your personal data for longer than the period in which a legal claim could be made in relation to the services we provide, which is generally up to 6 years.

When deciding how long to retain personal data, we take into account legal and regulatory requirements, as well as whether we still need the information to achieve the purposes set out in this policy (e.g. to deliver services as requested by you). If we no longer need your data, we will either securely delete it or irreversibly anonymise it so that it can no longer be linked back to you.

Your rights

Under the UK General Data Protection Regulation (UK GDPR), you have a number of rights in relation to the personal information we hold about you. These rights are as follows:

·       to be informed about how we use your personal data (which is what this notice is for);

·       to access a copy of the personal data we hold about you;

·       to require us to correct any inaccuracies in your personal data;

·       where we have sought your consent, to withdraw your consent at any time

·       to ask us not to process your personal data for direct marketing purposes.

·       to restrict our use of your personal data;

·       to object to our use of personal data;

·       to require us to provide a copy of your personal data to others; and

·       to require us to erase your personal data.

There are exceptions to the rights of individuals in relation to their personal data and, in certain circumstances, your rights may be limited. The Information Commissioner’s Office provides more information about data protection rights. If you wish to exercise any of your rights, please contact our Data Protection Team at data.protection@yodel.co.uk.

If we receive a request from you to exercise any of the following rights, we may ask you to verify your identity before acting on the request; this is to ensure that your data is protected and kept secure

Right to complain to the Information Commissioner

You also have the right to complain to the Information Commissioner’s Office (which is the UK’s data protection regulator) about our use of your personal data. For more information, please visit the ICO’s website. We ask that in the first instance you contact us so that we can try to address your concerns directly.

Updates to this privacy notice

We may update this privacy notice from time to time to make sure it is up to date. When we do, we will revise the “last updated” date at the top of the notice. We suggest you check this notice from time to time so that you know our latest privacy practices.

Yodel.co.uk Cookie Notice

The Yodel by InPost website (“Site”) uses cookies and similar technologies to make it work properly, to understand how it is used, and to personalise your experience. Some cookies are essential for the site to function, while others (such as analytics or advertising cookies, known as “non-essential cookies”) are optional and help us improve our services and optimise your user experience. You can choose which cookies to accept and can change your preferences at any time.

When you first visit our website, a pop-up banner will appear to alert you to the types of cookies deployed on the Site. This banner will provide you with the option to consent to all cookies, reject all non-essential cookies, or configure your cookie preferences. If you click ‘accept and close’, both essential and non-essential cookies will be deployed. If you click ‘reject non-essential cookies’, only cookies that are essential to the Site’s functionality will be deployed. Clicking ‘manage’ will allow you to tailor which cookies you would like to accept or reject.

If you change your mind, then you have the option to click on the “cookies control icon” in the bottom left-hand side of our home page. You can access this cookie settings page at any time throughout your visit.  

A list of cookie types used, and their functionality can be found below. If you have any questions in relation to the use of cookies on our Site, please contact us at data.protection@yodel.co.uk.

Cookie Duration

Some cookies are "session cookies", which stay in place only for the duration of your visit to our website and are deleted at the end of your browsing session. Others are "persistent cookies", which remain on your device after you have left the website, so that we can recognise you as a repeat visitor when you return.

Cookie Types

Cookies are split into two categories, generally: first party cookies and third-party cookies.

First party cookies are set by the website you are visiting. They help the site remember your preferences, login details, items in your basket, and are generally used to improve your experience.

Third party cookies are set by other companies (not the website you are visiting), for a variety of purposes. Some third-party cookies can be essential if they provide a function the website cannot operate without. In other cases, functionality can include advertising, tracking or analytics across multiple sites.

Cookies can be split into several buckets, depending on their functionality type:

Strictly Necessary (Essential): These cookies are needed for essential functions such as making payments and ensuring the website loads correctly. These cookies cannot be switched off and they don't store any of your personal information.

Targeting (Optional): These cookies help us to learn what you're interested in so we can show you relevant adverts on other websites. Switching off these cookies will mean we can't show you any personalised adverts.

Website Performance (Optional): These cookies gather information such as how many people are using our site or which pages are popular to improve the customer experience. Switching off these cookies will mean we can't gather this information in order to improve the experience.

Functional (Optional): These cookies make your shopping experience easier by remembering your preferences and settings. These cookies can be switched off, however doing this may mean that areas of our website won’t work as intended.

A list of cookies deployed on this site, and their functionality, can be found below

PERFORMANCE COOKIES

They allow us to recognise you as a visitor and how you move around the website when you are using it. This helps us to improve the way the website works, for example, to help you find what you are looking for easily. Statistic cookies help us understand how visitors interact with the website by collecting and reporting information anonymously.

FUNCTIONALITY COOKIES

These are used to recognise you when you return to the website. This enables us to personalise our content for you and remember your preferences.

TARGETING COOKIES

We use cookies record your visit to the website and the pages you have visited. We also use marketing cookies to track your use of other websites. We will use this information to make the website and the advertising displayed on it more relevant to your interests.

Contact

If you have any questions in relation to the use of cookies on this site, please contact our data protection team at data.protection@yodel.co.uk