Updated May 2018

Please read this policy carefully to understand how we use cookies and similar tracking technologies through our website.


How we might use your information if you have visited our website

Contact us

More information about data protection

What cookies we use



Cookies and IP address

We may collect information about your computer, including where available your IP address, operating system and browser type, for system administration. This is statistical data about browsing actions and patterns, and does not identify any individual.

We log the IP address of the computer you are using in order to protect our servers against abuse and malicious activity. The logs are deleted every 60 days. Other information is used to measure the performance of the website, the volume of traffic that the site receives, how users move around the site and what sort of users the site attracts. This is statistical data that help us identify actions and patterns, and does not identify and individual.

When you access our website, some cookies are saved to your computer, for example if you have chosen a particular language setting or created a user account. Cookies are small text files that are automatically placed onto your device by some websites that you visit. They are widely used to improve the performance of a website, for saving different options and to provide website owners with information on how the site is being used.

Cookies enable us to:

  • estimate our audience size and usage pattern.
  • store information about your preferences, and so allow us to customise our site according to your individual interests; and
  • recognise you when you return to our site.

We use cookies to enhance the experience of the website, to increase the performance, to identify how the website is being used and where we can make improvements and to monitor how our advertisements perform. Some of our cookies are vital for the website to operate effectively and others are optional, but may decrease the usability or performance of the website.

You can turn off your cookies so that we can’t access that information. However if you select this setting you may be unable to access certain parts of the website.


We use Hotjar, a service that analyses the online behaviour of visitors to our website.

It uses a combination of analysis tools and feedback tools that allow Hotjar and ShelterBox to measure and observe what you do on our site, and hear what you have to say. This site uses a tracking code which contacts Hotjar’s servers and provides a script to the computer or device accessing our website. The script captures non-personal information including standard internet log information and details of your behavioural patterns on the site. This information is then sent to Hotjar’s servers for processing. When collecting data with Recordings, Hotjar also has various automated suppression features in place and data is suppressed in your browser, meaning personally identifiable information never reaches our servers keeping your session private.

We use this tool to provide you with a better experience, identify preferences, diagnose technical problems, analyse trends and generally to improve the website. You can opt out from Hotjar here.

Other information that might be collected

  • information that you provide by filling in forms on our site This includes information provided at the time you sign up for our newsletter. We may also ask you for information when you report a problem with our site;
  • if you contact us, we may keep a record of that correspondence; and
  • details of your visits to our site and the resources that you access.


If you would like to make an enquiry about data protection, update the information we hold about you, request or opt out of receiving marketing communications or change the way we process your information, you can let us know in the following ways:

  • Email: [email protected]
  • Phone: +44 (0)300 0300 500
  • Post: Supporter Care, ShelterBox, Falcon House, Charles Street, Truro, TR1 2PH

You can also use these details if you would like to make a request to access the information we hold about you (see ‘Your rights’ section on our Privacy Policy).

To raise a concern about how your personal information has been used please contact us on the details listed.

If you would like to make a complaint, or would like more information about our complaints process please email [email protected]

Alternatively, you are entitled to raise a concern to the Information Commissioner’s Office (ICO) without first referring your complaint to us. See here for more information.


You can find out more about what information we collect and hold for you in our Privacy Policy here.

You can find out more about your data protection rights on the Information Commissioner’s Office (ICO) website here.

You can find out more about data protection law here: Data Protection Act 1998 until the 25th May 2018 General Data Protection Regulation 2018 from 25th May 2018.

What cookies we use