Your privacy is extremely important to us and we want you to know exactly what kind of information we collect about you and how we use it.
Please take the time to read and understand this policy. Bear in mind that by using our websites and mobile apps, or contacting us by telephone or providing information to us in writing or by way of social media, you agree to its terms.
What information do we collect and when?
We only collect information that we know we will genuinely use.
We may collect:
- All information you choose to submit to us. You can do that in many different ways:
- By filling in forms, for example when you sign up to offers, news or a competition.
- By sending us emails and text messages (SMS or MMS).
- By adding posts, reviews and other comments to any of our websites, mobile apps or other community forums.
- By liking or disliking our offers and promotions.
- By adding offers, promotions or products to your orders on our website.
- By interacting with us on social media platforms such as Facebook or Twitter etc.
- By talking to us in our depots or over the telephone. For example, when placing an order or making a complaint.
- By registering accounts on any of our websites or mobile apps including setting up passwords and preferred user names, contact details, account details.
- Full details of the orders you place on our websites, through our mobile apps and via our sales managers and telesales. These include, the date of purchase; the products you buy from us; any relevant delivery address; the resulting points you accumulate through our Save & Select scheme; any vouchers, coupons or other alternative means of payment you may use, as well as relevant payment cards such as a credit or debit card.
- Any card or other unique identification numbers we may issue to you from time to time, such as Love2shop cards.
- Information on what you view, click on and access by way of our marketing emails and text messages (SMS or MMS), websites and mobile apps. We also track how often you visit and use our websites and mobile apps. We do this via website cookies. We make cookie policies available on our websites to give you more detailed information on how we use them.
- Technical information about the devices you use to access our website and mobile apps. We specifically analyse device model, device name, relevant IP address, operating system and version, web browser and version.
- Any messages you send direct to us via social media. This information can include posts and comments, pictures and video footage on sites such as YouTube, Facebook and Twitter.
- Information from banking, credit card and credit reference agencies about your financial status. We also verify any payment card you use to see if it’s been reported stolen, to check that we’ll be paid for any transaction, and to reduce the risk of fraud.
How do we use your information?
- We use the information we collect for the following reasons:
- To power our security measures and services so you can safely access our website and mobile apps. It also lets us do things such as recognise your username and password.
- To help you trade with us. For example, we need to know your credit or debit card details so that we can provide you with proof of purchase.
- To help us run competitions and exclusive offers
- To get feedback from you about our products, websites, mobile apps, and other services and activities. For example, occasionally we may ask you to review a product.
- To contact you from time to time regarding things you’ve told us you want to hear about; new products, exclusive offers, competitions and events. If you stop dealing with us, we may try and persuade you to come back.
- To reply to any questions, suggestions, issues or complaints you have contacted us about.
- To respond to any social media posts or other public comments you might make, whether they are directly to us or about us, our products, websites, mobile apps, services or other activities.
- To tell you about any changes to our products, services, websites and mobile apps.
- To make a contract with you. But also, to enforce a contract if you don’t honour it, including the collection of any debts that we may be owed by you.
- To gather statistics about how you and other customers use our website and mobile apps. We then analyse all this data to see if what we do is interesting to customers and meets their needs, or if they should be improved, and if so, what changes would be most beneficial both for our customers and for us.
- To protect you and our business from any other potentially criminal behaviour, including identity theft and fraud.
- To understand you better and in particular, the products you purchase from us.
Our aim is to interest you while providing the best customer service and value to you in everything we do. By knowing more about you, we’re able to focus on the things we think are most likely to appeal to you, especially when we send you special offers, news, information on our products and details of competitions and events.
To help us maintain administrative and statutory records about our business so we know what we’ve sold, and how, when, where and at what price, and pay our taxes.
- To enable us to plan and manage our day-to-day business as effectively as possible, for example, to predict the possible sales volumes of a product so we can make sure that we have enough stock to meet the likely demand.
- To allow us to understand our customer base. We can then spot trends and common factors among customers, plus we can tailor our business approach, our marketing communications, our digital and social media, our products and our services to the things we believe you would be most interested in. This process is called market segmentation or customer segmentation.
- To test new systems and processes as we roll them out (but only in anonymous form) to make sure they work correctly.
- To assist us in the development of new products and services. For example, we may need to gauge whether a new product is likely to appeal to a substantial proportion of our customer base. And if not, we’ll want to know why.
- To see if the money we spend on marketing and advertising across all media represents good value for us or not.
Who do we share your information with?
We can’t run our business or provide many of the services and benefits you receive from us without involving other people and organisations from time to time. When we share your information, we want you to know that we only do so in accordance with our legal data protection and privacy obligations.
Your information may be disclosed to:
- Businesses within our group. For example, when we take part in nationally promoting brands which we jointly-owned we may supply your details to the company responsible for the management of a particular brand so they can send you details of competitions or special offers.
- Mailing Houses. For example, when we send out promotional literature this may be sent out on our behalf from a preferred mailing house.
- Our insurers and insurance brokers who provide us with comprehensive cover against the risks of running a business. (They may keep this information for the purpose of ongoing risk assessment and insurance broking and underwriting services.)
- Banks and finance companies where we have allowed them to offer you the possibility of buying our products on credit. (They may keep this information for their related banking and finance purposes)
- Credit reference agencies, who supply anti-fraud and credit-insight information to us.
- Rewards companies for you to receive the rewards and benefits they offer when you trade with us. (They may keep this information)
- Our professional advisors including our lawyers and technology consultants when they need it to give us their professional advice.
- The Police, local authorities, Her Majesty’s Revenue and Customs (HMRC), the courts and any other government authority if they ask us to do so (but only if us doing so is lawful).
- Other people who make a subject access request, where we are allowed to do so by law; e.g. to comply with a court order.
Security of your information
Some of the information we receive reaches us electronically, originating from your device and then transmitted by your relevant telecoms network provider.
Where it’s within our control, we put measures in place to ensure this in flight’data is as secure as it possibly can be.
And once it arrives, you can be sure we take the security of your information very seriously.
We use appropriate procedures and technical security measures (including strict encryption, anonymisation and archiving techniques) to safeguard your information across all our computer systems, networks, websites, mobile apps and offices.
Plus, we use secure means to communicate with you where appropriate, such as https and other security protocols.
How Long Do We Keep Your Information For
To make sure we meet our legal data protection and privacy obligations, we only hold on to your information for as long as we need it for the purposes we acquired them in the first place (as set out above).
In most cases, this means we will keep your information for as long as you continue to trade with us or use our services, and for a period of time afterwards if you stop doing so, to see if we can persuade you to come back to us.
After that we will either delete it or anonymise it so that it cannot be linked back to you.
Managing our marketing communications
We provide ways for you to stop all email and text (SMS or MMS) communications you receive from us please see the unsubscribe link and STOP details we include in each email and text message respectively.
You can contact us at any time using the details below and let us know exactly what you would like us to change.
Managing your information
To reduce the chances of an error or misunderstanding, we work hard to keep the information we gather about you accurate and up-to-date.
But we also need your help too. Please ensure that the information you provide (e.g. any contact information) is correct and that you review it and update it regularly.
If you have reason to believe any of the information we have is inaccurate, please contact us. (see below for how to do this).
You are perfectly within your rights to ask us whether we hold information about you and if so, for us to give you certain details about that information and/or the information itself. This right is commonly known as a ‘subject access request’. Certain exemptions and conditions apply to this right, principally that it should be in writing and that you give us reasonable details about the information you want.
We reserve the right to charge you a small administration fee to meet our costs in honouring your legal rights, where permitted by the relevant law.
We also reserve the right not to comply with any enquiries or requests we receive about the information we collect, where we may lawfully do so. For example, if we have reason to believe that a request is malicious, technically impossible, involves disproportionate effort or could be harmful to others.
If you have any worries or complaints about the way we use your information, please don’t hesitate to get in touch with us. We’ll do our very best to put things right.
We review the ways we use your information regularly. And in doing so, we may change what kind of information we collect, how we store it, who we share it with and how we act on it.
Whenever we change this policy, rest assured we will make every effort to tell you. That way, you can check to see if you’re still happy. And if, following any changes, you continue to use our websites and mobile apps, contact us by telephone or otherwise provide information to us (through social media, for example) we will assume that you agree to those changes.
We have CCTV in operation at all our depots. CCTV footage is held separately from all other information we collect about you (as set out above). It is not used in the ways we’ve described above.
CCTV footage is captured purely for your security and for the prevention and detection of crime. If you’d like to know more, please contact us using the details provided below.