Introduction

Choosing to shop with us means you've placed trust in us to handle your personal data responsibly. In sharing your personal data we hope you in return benefit from a tailored and convenient shopping experience. With trust comes responsibility and we take this responsibility very seriously.

This privacy policy helps you to understand how we use your personal data and who we share it with. It applies if you shop on our websites, use our apps, shop in our stores or if you otherwise share your personal data with us; for example if you contact us with a query or where you tell us that you would like to receive marketing communications from us.

We change the terms of this privacy policy from time to time and you should check it regularly. The last updated date is shown at the beginning of the document. If we make any material changes we will take steps to bring it to your attention.

The Data we collect and how we use it

We collect and use the data that you provide to us directly, for example; when you register for an account; we use cookies and other similar technologies to collect data from your devices when you interact with our advertising or use our website (you can find out more information in the “Cookie Policy” section below);we take personal data from a number of third parties to help us manage your account and improve your shopping experience.

To process any orders that you place with us and to facilitate any returns Lawful basis: Contract

• We take payment details to process payment for any credit or debit card orders you place with us.
• We share these details with our chosen payment processors.
• We use your account data plus your chosen delivery address details to; deliver your purchases and keep you informed of their status, and to process any returns including (where appropriate) collecting the item from you.
• Additionally, where you consent our chosen payment processors may store your payment card details at your request to speed up your checkout in the future.

To provide you with access to an account Lawful basis: Contract

• To register an account with us we capture data such as your name, contact and delivery information, and a password to protect your account (account data). We use the same data on an ongoing basis to manage and provide secure access to your account, and provide you with the services you request.

To provide customer service to you Lawful basis: Legitimate Interest in providing customer support

• We record calls and and keep correspondence (customer service records) when you contact our customer service teams or interact with us on social media. Using these customer service records is necessary to manage your queries or complaints effectively, for quality monitoring, for the defence of any claims and to continually improve our services.
• We may use automated machine learning systems to generate responses when you communicate with our customer contact centres. This helps us to resolve common queries quickly, provide you with a more efficient service and reduce the average response time for our customers.
• We use artificial intelligence technologies, including automated systems, chatbots and other machine learning models, to enhance and improve efficiency for our customer service interactions.

To personalise and improve your experience when you shop Lawful basis: Consent/Legitimate Interest in providing relevant and personalised experiences when you shop with us

• We keep a record of how you interact with our website or app and any marketing you are exposed to. We use this data, along with purchase history across the NOVAE Group, demographics, account data and third party data. We do this so we can create a profile about you, which helps us to tailor your shopping experience, to show you products and offers from across our brands that we think you will be most interested in, and find ways to improve our stores, apps and websites.
• We use your account data, information about the devices you use to access our sites and your interactions with us to operate personalised features across our websites, apps and communication.

To inform you about products and services that may interest you Lawful basis: Consent

• We use technologies such as cookies within digital marketing networks, ad exchanges and social media networks such as Facebook’s Custom Audience to get relevant marketing messages across to you and other customers. We share aggregated and anonymised data about the customer segments we are interested in reaching with advertising partners, so they can focus on showing adverts to those who are most likely to be interested in our products, services and offers, and to prevent them showing you irrelevant or repetitive advertisements.
• We share limited data with selected suppliers to enable them to identify new prospective customers on our behalf and to prevent us repeatedly advertising products or services you have already bought.

Lawful basis: Legitimate Interest in assessing how and where to place advertising.

We receive data on how you interact with our adverts and content on third party websites and social media platforms (such as Google or Facebook) which it is necessary to use to tailor and personalise the products and services that are displayed to you.

Your rights

You have a number of “Data Subject Rights”, we have explained below what they are and how you can exercise them. You can read more about these rights on the UK Information Commissioner's Office website at ico.org.uk/for-the-public, or on your local Data Protection Authority website.

• Right to rectification –If you think any of your personal data that we hold is inaccurate, you have the right to request it is updated. We may ask you for evidence to show it is inaccurate.
• Right to erasure– (also known as the right to be forgotten) - You have the right to request that we delete your personal data that we hold.
• Right to restriction of processing–You have the right to request we restrict or suppress the personal data we hold about you.
• Rights with regards to automated decision making, including profiling – You have the right not to be subject to a decision that is based solely on automated processing if the decision affects your legal rights or other equally important matters and to object to profiling in certain situations, including for direct marketing.
• Right to withdraw Consent – Where we are relying on your consent for processing you can withdraw or change your consent at any time.

The above rights may be limited in some circumstances, for example, if fulfilling your request would reveal personal data about another person, if you ask us to delete data which we are required to have by law, or if we have compelling legitimate interests to keep it. We will let you know if that is the case and will then only use your data for these purposes. You may also be unable to continue using our services if you want us to stop processing your personal data. In order to maintain the security of our customers' personal details, we may need to request proof of identity before we disclose personal data to you in response to any request.

Cookie Policy

Cookies are small text files that are stored on your computer, mobile device or other web enabled device when you visit one of our websites or apps. Cookies allow us to “remember” your actions or preferences over a period of time, or they may contain data related to the function or delivery of our websites. We also use the term “cookie” to describe similar technologies such as pixels or tags.

What do we use cookies for?

Some cookies are required by our site to enable you to transact whilst other cookies enable us to give you an enhanced, personalised web experience. We use cookies for the following purposes:

• To allow you to securely sign in to your account, so that you can use "My Account" features such as order information, making payments and viewing statements.
• To store the content of your online shopping bag whilst you browse the site and to complete an order.
• To record the areas of the website that you have visited, products you have viewed and time spent browsing, as well as the products you purchased. We use this data to help make the websites more user friendly, develop our website design and to continuously improve the quality of the service we provide.
• To distribute visitors to our websites evenly across platforms to ensure the content is served at the fastest possible speed.
• Provide relevant products and services to you when you come to the websites and ensure that relevant marketing material is provided to you.
• Detect and prevent fraud and other crimes.

We also offer you the facility to share your experience on our website through social sites. More information about how these sites use cookies can be found on their websites.

We use cookies to ensure that we provide the best possible standard of service to our online customers. You can change your cookie preferences at any time by clicking on “Manually Manage Cookies” at the bottom of the page. You can then adjust the available sliders to on or off, then click “Confirm my choices”. If you choose not to consent to the use of cookies your experience of our website may be impaired and many integral aspects of the website, including (but not limited to) adding items to your shopping bag and accessing your account, will not work.