Your Privacy at Flowers Collier Row

Introduction

This Privacy Policy outlines how Flowers Collier Row collects, uses, stores, and protects your personal data in compliance with the General Data Protection Regulation (GDPR). The policy applies to all customers who place orders with Flowers Collier Row in Collier Row and the surrounding districts. We are committed to ensuring your privacy and protecting your personal information when you interact with us, whether online, over the phone, or in person.

What Data We Collect

When you place an order or communicate with Flowers Collier Row, we collect certain categories of personal data to provide our services. This includes:

  • Identification Information: Name, title, and address for delivery and billing purposes.
  • Contact Information: Telephone number and, where provided, email address to communicate order status and queries.
  • Order Details: Information about your order, such as products purchased, delivery instructions, and recipient details when sending flowers to someone else.
  • Payment Information: Data necessary to process your payment. We do not store full card details; payments are securely processed via trusted payment processors.
  • Technical Data: When using our website, we may collect anonymised information such as IP address, browser type, device type, and cookies for website functionality and analytics.

Lawful Basis for Data Processing

Under GDPR, we only process your personal data when at least one lawful basis applies. For our activities, the principal bases are:

  • Contractual Necessity: To fulfil your order, provide customer service, and deliver products as requested.
  • Legal Obligation: To comply with statutory requirements such as bookkeeping and accounting regulations.
  • Legitimate Interests: To enhance your customer experience, prevent fraud, and support our business operations, provided these interests are not overridden by your rights.
  • Consent: For certain optional purposes (e.g., sending marketing communications), we seek your clear consent, which you can withdraw at any time.

How We Use Your Data

Flowers Collier Row uses your personal data for the following purposes:

  • Processing and fulfilling your floral orders;
  • Communicating order-related information or service updates;
  • Handling customer service queries and complaints;
  • Maintaining our records for accounting and legal compliance;
  • Improving our services and enhancing your experience;
  • If consented to, sending you occasional marketing updates (you can opt out at any time).

Data Retention Periods

We only retain your personal data for as long as is necessary to fulfil the purposes for which it was collected, including legal, accounting, or reporting requirements. The standard retention periods are:

  • Order and Contact Information: Retained for up to 7 years to fulfil legal obligations and for invoicing purposes.
  • Marketing Communications: If you join our mailing list, your data is retained until you withdraw consent or unsubscribe.
  • Technical Data (Cookies/Analytics): Retained as per cookie policy or until browser data is cleared.

After these periods, your data will be securely deleted or anonymised.

Data Processors and Third Parties

We may engage third-party companies (data processors) to support our services, all of whom are carefully vetted for their data protection standards. These include:

  • Payment Service Providers: To process transactions securely.
  • IT Service Providers: For website hosting, email communications, and technical support.
  • Delivery Partners: If we use external couriers to deliver orders.
  • Professional Advisors: For tax, legal, and accountancy purposes.

Your data is never sold to third parties. All service providers are contractually obliged to protect your data in accordance with data protection laws and to process data solely on our instructions.

Your Rights under GDPR

You have a range of rights regarding your personal data:

  • Right to Access: You can request details of the personal data we hold about you.
  • Right to Rectification: You can ask us to correct or complete your information if it is inaccurate or incomplete.
  • Right to Erasure: In certain circumstances, you may ask us to delete your data.
  • Right to Restrict Processing: You can request that we restrict the processing of your data in specific cases.
  • Right to Data Portability: You can request your personal data in a standard format for transfer to another provider.
  • Right to Object: You may object to certain types of data processing, including direct marketing.
  • Right to Withdraw Consent: Where consent is the lawful basis, you can withdraw it at any time.

If you wish to exercise any of these rights, please contact us through our usual correspondence methods. We will respond to your request in accordance with GDPR requirements, usually within one month.

Data Security

We take the security of your personal data seriously. Flowers Collier Row implements appropriate technical and organisational measures to prevent unauthorised access, accidental loss, destruction, or disclosure of your information. These measures include secure systems, restricted access, staff training, and regular review of our practices.

International Transfers

Your data is generally processed within the United Kingdom or European Economic Area (EEA). Should it be necessary to transfer your data outside the EEA, we ensure adequate safeguards are in place to protect your privacy rights.

Children’s Privacy

Our services are not directed to children under 16, and we do not knowingly process the data of anyone under this age without authorised parental consent.

Changes to Our Privacy Policy

We may occasionally update this Privacy Policy to reflect changes in our practices or legal requirements. When we do, we will revise the effective date at the top of the policy. Our customers are encouraged to review this statement regularly to stay informed about how we protect your information.

Contact and Complaints

If you have any questions, concerns, or wish to make a complaint about our data practices, please contact us via your preferred method of communication as shown on our official documents or website. If you are unsatisfied with our response, you also have the right to complain to your local data protection authority.

Your trust is very important to us. Flowers Collier Row is committed to upholding your data protection rights and ensuring that your privacy is respected in every interaction with our business.