This Privacy Notice explains in detail the types of personal data we may collect about you when you interact with us. It also explains how we’ll store and handle that data, and keep it safe.

We hope the following sections will answer any questions you have but if not, please do get in touch with us.

The law on data protection sets out a number of different reasons for which a company may collect and process your personal data, including:

Consent

In specific situations, we can collect and process your data with your consent.

For example, when you tick a box to receive email newsletters.

Contractual obligations
In certain circumstances, we need your personal data to comply with our contractual obligations.

For example, if you order an item from us for delivery, we’ll collect your address details to deliver your purchase, and pass them to our courier. 

Legal compliance
If the law requires us to, we may need to collect and process your data.  

For example, we can pass on details of people involved in fraud or other criminal activity affecting InKnotts Ltd to law enforcement .

Legitimate interest

In specific situations, we require your data to pursue our legitimate interests in a way which might reasonably be expected as part of running our business and which does not materially impact your rights, freedom or interests.

For example, we will use your purchase history to send you or make available personalised offers. 

We also combine the shopping history of many customers to identify trends and ensure we can keep up with demand, or developments in products/services. 

We will also use your address details to send you direct marketing information by post, telling you about products and services that we think might interest you.

When do we collect your personal data?

– If you have a web account or purchase as a guest online with us: your name, billing/delivery address, orders and receipts, email and telephone number.

– Details of your interactions with us via telephone, in store or online

For example, we collect notes from our conversations with you, details of any complaints or comments you make, details of purchases you made, items viewed or added to your basket, gift list and wish list choices, voucher redemptions and how and when you contact us.

– Details of your shopping preferences.

For example, which of our shops you prefer to visit. 

– Details of your visits to our websites and which site you came from to ours.

– Information gathered by the use of cookies in your web browser. 

– Personal details which help us to recommend items of interest.

We’ll only ask for and use your personal data collected for recommending items of interest and to tailor your shopping experience with us.

– Payment card information.

– Your comments and productreviews. 

– Your image may be recorded on CCTV when you visit a shop or car park.

– To deliver the best possible web experience, we may collect technical information about your internet connection and browser as well as the country and telephone code where your computer is located, the web pages viewed during your visit, the advertisements you clicked on, and any search terms you entered. 

– Your social media username, if you interact with us through those channels, to help us respond to your comments, questions or feedback.

We want to give you the best possible customer experience. One way to achieve that is to get the richest picture we can of who you are by combining the data we have about you.

We then use this to offer you promotions, products and services that are most likely to interest you.

The data privacy law allows this as part of our legitimate interest in understanding our customers and providing the highest levels of service.

Of course, if you wish to change how we use your data, you’ll find details in the ‘What are my rights?’ section below.

Here’s how we’ll use your personal data and why:

– To process any orders that you make by using our websites, over the phone or in store. If we don’t collect your personal data during checkout, we won’t be able to process your order and comply with our legal obligations.

For example, your details may need to be passed to a third party to supply or deliver the product or service that you ordered, and we may keep your details for a reasonable period afterwards in order to fulfil any contractual obligations such as refunds, guarantees and so on.

– To respond to your queries, refund requests and complaints. Handling the information you sent enables us to respond. We may also keep a record of these to inform any future communication with us and to demonstrate how we communicated with you throughout. We do this on the basis of our contractual obligations to you, our legal obligations and our legitimate interests in providing you with the best service and understanding how we can improve our service based on your experience. 

– To protect our business and your account from fraud and other illegal activities. This includes using your personal data to maintain, update and safeguard your account. We’ll also monitor your website activity with us to quickly identify and resolve any problems and protect the integrity of our websites. We’ll do all of this as part of our legitimate interest. 

– To protect our customers, premises, assets and staff from crime, we operate CCTV systems in our stores and car parks which record images for security. We do this on the basis of our legitimate business interests.

– To process payments and to prevent fraudulent transactions. We do this on the basis of our legitimate business interests. This also helps to protect our customers from fraud.

– If we discover any criminal activity or alleged criminal activity through our use of CCTV, fraud monitoring and suspicious transaction monitoring, we will process this data for the purposes of preventing or detecting unlawful acts. We aim is to protect the individuals we interact with from criminal activities.

– With your consent, we will use your personal data, preferences and details of your transactions to keep you informed by email, web, text, telephone  about relevant products and services including tailored special offers, discounts, promotions, events, competitions and so on.

Of course, you are free to opt out of hearing from us by any of these channels at any time.

– To send you relevant, personalised communications by post in relation to updates, offers, services and products. We’ll do this on the basis of our legitimate business interest.

You are free to opt out of hearing from us by post at any time.

– To send you communications required by law or which are necessary to inform you about our changes to the services we provide you. For example, updates to this Privacy Notice, product recall notices, and legally required information relating to your orders. These service messages will not include any promotional content and do not require prior consent when sent by email or text message. If we do not use your personal data for these purposes, we would be unable to comply with our legal obligations.

– To administer any of our prize draws or competitions which you enter, based on your consent given at the time of entering.

– To develop, test and improve the systems, services and products we provide to you. We’ll do this on the basis of our legitimate business interests.

– To comply with our contractual or legal obligations to share data with law enforcement.

For example, when a court order is submitted to share data with law enforcement agencies or a court of law

– To send you survey and feedback requests to help improve our services. We have a legitimate interest to do so as this helps make our products or services more relevant to you.

We know how much data security matters to all our customers. With this in mind we will treat your data with the utmost care and take all appropriate steps to protect it.

We secure access to all transactional areas of our websites and apps using ‘https’ technology.

Access to your personal data is password-protected, and sensitive data (such as payment card information) is secured by SSL encryption.

Whenever we collect or process your personal data, we’ll only keep it for as long as is necessary for the purpose for which it was collected.

At the end of that retention period, your data will either be deleted completely or anonymised, for example by aggregation with other data so that it can be used in a non-identifiable way for statistical analysis and business planning.

Data retention – orders

When you place an order, we’ll keep the personal data you give us for six years so we can comply with our legal and contractual obligations

Who do we share your personal data with?

An overview of your different rights

You have the right to request:

– Access to the personal data we hold about you, free of charge in most cases.

– The correction of your personal data when incorrect, out of date or incomplete.

– For example, when you withdraw consent, or object and we have no legitimate overriding interest, or once the purpose for which we hold the data has come to an end.

– That we stop using your personal data for direct marketing (either through specific channels, or all channels).

– That we stop any consent-based processing of your personal data after you withdraw that consent.

– Review by a member of staff of any decision made based solely on automatic processing of your data (i.e. where no human has yet reviewed the outcome and criteria for the decision).

You have the right to request a copy of any information about you that InKnotts Ltd holds at any time, and also to have that information corrected if it is inaccurate. To ask for your information, please contact Data Protection Officer, via email [email protected] 

with the subject line “Subject Access Request”. To ask for your information to be amended, please update your online account, or contact our Customer Services team.

If we choose not to action your request we will explain to you the reasons for our refusal.

Your right to withdraw consent

Whenever you have given us your consent to use your personal data, you have the right to change your mind at any time and withdraw that consent.

Where we rely on our legitimate interest

In cases where we are processing your personal data on the basis of our legitimate interest, you can ask us to stop for reasons connected to your individual situation. We must then do so unless we believe we have a legitimate overriding reason to continue processing your personal data.

Direct marketing

You have the right to stop the use of your personal data for direct marketing activity through all channels, or selected channels. We must always comply with your request.

Checking your identity

To protect the confidentiality of your information, we will ask you to verify your identity before proceeding with any request you make under this Privacy Notice. If you have authorised a third party to submit a request on your behalf, we will ask them to prove they have your permission to act.

How can you stop the use of your personal data for direct marketing?

There are several ways you can stop direct marketing communications from us:

– Click the ‘unsubscribe’ link in any email communication that we send you. We will then stop any further emails from that particular division.

– Telephone 07495 756051

Please note that you may continue to receive communications for a short period after changing your preferences while our systems are fully updated.

If you feel that your data has not been handled correctly, or you are unhappy with our response to any requests you have made to us regarding the use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office.

You can contact them by calling 0303 123 1113.
Or go online to www.ico.org.uk/concerns (opens in a new window; please note we can’t be responsible for the content of external websites)

If you are based outside the UK, you have the right to lodge your complaint with the relevant data protection regulator in your country of residence.

For all non-UK customers

By using our services or providing your personal data to us, you expressly consent to the processing of your personal data by us or on our behalf. Of course, you still have the right to ask us not to process your data in certain ways, and if you do so, we will respect your wishes.

Sometimes we’ll need to transfer your personal data between countries to enable us to supply the goods or services you’ve requested. In the ordinary course of business, we may transfer your personal data from your country of residence to ourselves and to third parties located in the UK.

By dealing with us, you are giving your consent to this overseas use, transfer and disclosure of your personal data outside your country of residence for our ordinary business purposes.

This may occur because our information technology storage facilities and servers are located outside your country of residence, and could include storage of your personal data on servers in the UK.

We’ll ensure that reasonable steps are taken to prevent third parties outside your country of residence using your personal data in any way that’s not set out in this Privacy Notice. We’ll also make sure we adequately protect the confidentiality and privacy of your personal data.