Privacy Policy
1. Introduction
LuxuryHampers ("we", "us", "our") is committed to protecting your privacy and handling your personal data responsibly. This Privacy Policy explains what information we collect when you visit our website, place an order, or otherwise interact with us, why we collect it, how we use it, and the choices and rights available to you.
This policy applies to all customers of LuxuryHampers, whether you shop with us online, over the phone, or in person. By using our website or placing an order with us, you agree to the collection and use of information as described in this policy.
We are committed to complying with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
2. Who We Are
LuxuryHampers is the data controller responsible for your personal information.
Registered address: 123 Rushdene Lane, South Kensington, London, SW7 1DT
Email: sales@luxuryhampers.com
Phone: 01666 567890
If you have any questions about this policy or how we handle your data, please contact us using the details above.
3. Information We Collect
We collect the following types of information:
Account and contact information - such as your name, email address, delivery and billing addresses, and phone number, when you create an account, place an order, or contact us.
Order information - details of the hampers and products you purchase, order value, delivery instructions, gift messages, and your order history.
Payment information - when you pay by card or PayPal, your payment is processed securely by PayPal; we do not store your full card details on our servers. For in-person or telephone orders taken via a card reader, we keep a transaction reference for your order, not your card number.
Account credentials - if you create an account, your password is stored securely (encrypted) by our authentication provider. If you sign in using Google or Facebook, we receive your name, email address, and profile picture from that provider.
Communications - records of any enquiries, customer service correspondence, or reviews you submit.
Marketing preferences - your email address and marketing consent status, if you sign up to our newsletter.
Wishlist and basket - items you add to your wishlist or basket, which may be stored in your browser and, if you're logged in, saved to your account so it's there when you return.
Technical and usage information - such as your IP address, browser type, device information, and how you use our website, collected automatically through cookies and similar technologies (see the Cookies section below).
4. How We Use Your Information
We use your personal information to:
- Process and fulfil your orders, including taking payment, arranging delivery, and keeping you updated on order status
- Create and manage your account, including your saved addresses, order history, and wishlist
- Process returns, exchanges, refunds, vouchers, and store credit
- Respond to customer service enquiries and resolve any issues with your order
- Send transactional emails relating to your order, such as order confirmations, shipping updates, and password resets
- Send marketing emails about our products, offers, and promotions, but only if you have opted in - you can unsubscribe at any time
- Publish product reviews you submit, alongside your name as you've provided it
- Detect and prevent fraud and misuse of our website
- Understand how our website is used, so we can improve it
- Comply with our legal and regulatory obligations, including tax and accounting requirements
5. Legal Basis for Processing
Under UK GDPR, we only process your personal data where we have a lawful basis to do so:
Contract - to process your order, take payment, deliver your hamper, and manage your account.
Consent - for marketing emails and non-essential cookies, which you can withdraw at any time.
Legitimate interests - for things like fraud prevention, improving our website, and understanding how customers shop with us, balanced against your right to privacy.
Legal obligation - to keep records required for tax, accounting, and consumer protection law.
6. Cookies and Tracking Technologies
Our website uses cookies and similar technologies to make the site work properly and to understand how it's used.
Essential cookies - required for core functionality, such as keeping items in your basket, remembering you're logged in, and processing checkout. These cannot be switched off.
Functional cookies - remember your preferences, such as items in your wishlist or basket, so they're there when you come back.
Analytics cookies - help us understand how visitors use our website so we can improve it. These are only set with your consent.
When you first visit our website, you'll see a cookie banner where you can choose which categories of cookies, other than strictly essential ones, you're happy for us to use. You can change your mind at any time by clearing cookies in your browser settings and revisiting the site.
7. How We Share Your Information
We do not sell your personal information. We share it only with trusted third parties who help us run our business, including:
- PayPal, to process payments securely
- Our website hosting and database providers (including Google Firebase and Vercel), who store and process data on our behalf
- Brevo, our email service provider, used to send order confirmations, shipping updates, and, where you've consented, marketing emails
- Our delivery partners and couriers, who receive your name and delivery address in order to deliver your hamper
- Google or Facebook, only if you choose to sign in using one of these services
Each provider is only given the information it needs to perform its function, and is required to keep it secure and use it only for the purposes we specify. We may also share information where required by law, or to protect our rights, property, or safety, or that of our customers.
8. International Data Transfers
Some of the providers we use to run our website, such as Google Firebase, may store or process data on servers located outside the UK. Where this happens, we ensure appropriate safeguards are in place, such as Standard Contractual Clauses or equivalent legal mechanisms, to protect your information to the standard required under UK data protection law.
9. How Long We Keep Your Information
We keep your personal information for as long as necessary to fulfil the purposes described in this policy:
- Order and transaction records are retained for as long as required by tax and accounting law (currently up to 6 years in the UK)
- Account information is retained while your account remains active; you can ask us to delete your account at any time
- Basket and wishlist data stored in your browser or account expires automatically after a set period of inactivity
- Marketing data is retained until you unsubscribe or withdraw consent
- Customer service correspondence is retained for a reasonable period to allow us to handle any follow-up queries
10. Your Rights
Under UK data protection law, you have the right to:
- Access the personal information we hold about you
- Ask us to correct any inaccurate or incomplete information
- Ask us to delete your personal information, in certain circumstances
- Ask us to restrict how we use your information
- Object to us using your information for certain purposes, including direct marketing
- Ask us to provide your information in a portable format, or transfer it to another provider
- Withdraw your consent at any time, where we rely on consent to process your data
To exercise any of these rights, please contact us at sales@luxuryhampers.com. We may need to verify your identity before responding.
If you're unhappy with how we've handled your data, you have the right to complain to the UK's data protection regulator, the Information Commissioner's Office (ICO), at ico.org.uk.
11. Children's Privacy
Our website is not directed at children, and we do not knowingly collect personal information from anyone under the age of 18. If you believe a child has provided us with personal information, please contact us and we will take steps to remove it.
12. Data Security
We take the security of your personal information seriously and use appropriate technical and organisational measures to protect it, including secure encrypted connections, access controls, and working with reputable providers that meet high security standards. However, no method of transmission or storage is completely secure, and we cannot guarantee absolute security.
13. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or for legal or regulatory reasons. Any changes will be posted on this page. We encourage you to review this policy periodically.
14. Contact Us
If you have any questions about this Privacy Policy or how we handle your personal information, please get in touch:
LuxuryHampers
123 Rushdene Lane, South Kensington, London, SW7 1DT
Email: sales@luxuryhampers.com
Phone: 01666 567890