When it comes to what you would like to hear from us (e.g. whether or not you would like to get our emails), we will always ask first. And you can opt out at any time: just let us know or click the ‘unsubscribe’ link at the bottom of any of our emails.This is our main privacy policy, which applies whether you decide to buy something or are just visiting our website. And of course, we will always let you know if we make any changes to our privacy policy. We should also mention that there are certain details (like your name, address and telephone number) that we need from you before you can do things like order a customised item, or request a catalogue to be sent in the post. Without that information, we won’t be able to go ahead.

The data we collect about you

So, what do we mean by ‘data’?

The list below gives you an idea of the sort of information we might have in our records:

  • Information about your identity – your first and last names and maiden name if you have one; address; username; marital status; title; date of birth and gender.
  • Your contact details – which also includes your delivery and billing addresses as well as your email address and telephone numbers.
  • The details of your bank account and credit or debit cards.
  • Information about the things you’ve bought from us and how you paid for them.
  • The technical stuff – like your internet protocol (IP) address; your login information (your username and password); the type of browser you’re using to view our website and any plug-ins it might have; your computer’s time zone and location; and the type of device you’re looking at our website on (including its operating system and the technology that might be on it).
  • Information about how you use our website, services or designs, including the things you’ve shown an interest in.
  • Your preferences (like whether you want to receive our emails or subscribe to our updates).
  • Any feedback you’ve given us (on surveys or by getting in touch with us).

We might also collect something called ‘aggregated data’. It is a summary of all (or many) of our customers’ data. It’s different to personal data because it can’t be used to identify you. For example, we might use the details of how you use our website together with the same details from all our other customers, to see how many of you are using a particular feature. The thing to know is that aggregated data doesn’t usually fall under our privacy policy, but if we ever use it together with something that might identify you (like your name) then it will.

There are also certain types of information that we won’t ever collect. These include your race or ethnicity, religious or philosophical beliefs, sexual orientation, political opinions, trade union membership, information about your health, and genetic and bio-metric data.

How we collect it

One of the ways we access data is directly from you. You might fill in a form (or we might fill one in for you, like when you buy something in-store) or get in touch with us by email, phone or post.

We also get data through other companies.

Like Google, who give us search engine data and analytics.

On top of that, we’re given information like your contact and bank details and the things you’ve bought from us from the people that provide us with payment and technical services.

The final area is data that’s automatically collected. This one applies to our website, which picks up on things like the type of internet browser you’re using and which pages you’ve visited. You can find out more about this in our cookie policy. We use four types of cookie:

  • Essential cookies: these make our website work as it should, like logging into secure areas of the site to enter payment information when you check out.
  • Analytical/performance cookies: we can recognise and count the number of people visiting our site as well as understanding how you use it with the help of these cookies. It’s how we can make improvements such as helping you find what you’re looking for more quickly.
  • Functionality cookies: these tell us that you’re somebody returning to our website so we can remember any preferences you’ve shared, like your choice of language or closest store.
  • Targeting cookies: the final sort of cookie tells us what pages you’ve visited on our website. We’ll use this information to make sure any advertising we show you is more relevant, based on what you’ve looked at before. The hope being, you won’t be shown anything generic.

And what we use it for

  • To register you as our customer
  • To put through your order and deliver it to you
  • To get in touch with you if we need to (like if we change our privacy policy, to ask for your feedback, or to see if you’d like to receive our emails – and sending them to you if you do)
  • To keep things running smoothly (to help with troubleshooting)
  • So we can show you things that are relevant to you (on our website and in our advertising), and recommend things you might be interested in
  • So we can improve our website, the services we offer and the things we make, and the experiences you have with us

We only use your data in ways that the law allows us to.

Most of the time we use it because we need to as part of our contract with you (every time you buy something from us, we enter into a ‘contract’); or because we have a legitimate interest which isn’t overridden by your rights; or because it is our legal obligation. 

We will only use your data for what we collected it for, unless we think there is something else we can use it for that is relevant (like using your email address to confirm your order, and then to send you a survey). If we would like to use it for an unrelated reason, we will let you know.

Who we’ll share it with (and why)

Most of the time, we will pass it on to the companies we work with to get our jobs done. Such as when we use a courier to deliver your order.

Rest assured that the people we do choose to share your information with are just as trustworthy as we are and they’ll need to have assured us they’ll only ever use it legally, in keeping with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27/04/2016 (GDPR).

How we keep your data safe

It means a lot to us to keep your information safe. So, we do everything we can to make sure that it will not be lost; used or looked at without permission; changed; or passed on. We’ve also done our best to make sure that we don’t get hacked and your information stolen, and if that did happen and it posed a risk to you, we would let you know.

And how long we will hold on to it for

We will only keep your data for as long as we need to. 

We should also mention that there are times when we will keep data but anonymise it – so no one can connect it to you.