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Privacy Policy

PROTECTING YOUR PRIVACY

CONTENTS OF PRIVACY POLICY

  1. Introduction
  2. Explaining the legal bases we rely on
  3. When do we collect your personal data?
  4. What sort of personal data do we collect?
  5. How and why do we use your personal data?
  6. Combining your data for personalised direct marketing
  7. How we protect your personal data
  8. How long will we keep your personal data?
  9. Who do we share your personal data with?
  10. Where your personal data may be processed
  11. What are your rights over your personal data?
  12. How can you stop the use of your personal data for direct marketing?
  13. Contacting the Regulator
  14. If you live outside the UK
  15. Any questions?

1. Introduction

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 know that there’s a lot of information here, but we want you to be fully informed about your rights, and how Andrew James uses your data.

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

It’s likely that we’ll need to update this Privacy Notice from time to time. We’ll notify you of any significant changes, but you’re welcome to come back and check it whenever you wish.

2. Explaining the legal bases we rely on

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.

When collecting your personal data, we’ll always make clear to you which data is necessary in connection with a particular service.

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 home 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 the company 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 develop new products/services. 

3. When do we collect your personal data?

  • When you visit any of our websites, and use your account to buy products, or redeem vouchers from Andrew James over the phone, or online.
  • When you create an account with us.
  • When you engage with us on social media.
  • When you download or install one of our apps. 
  • When you join the Andrew James loyalty programme.
  • When you contact us by any means with queries, complaints etc.
  • When you enter prize draws or competitions.
  • When you choose to complete any surveys we send you. 
  • When you comment on or review our products and services.
  • When you’ve given a third party permission to share with us the information they hold about you.
  • When you use our car parks for customer collections at any Andrew James office facilities which usually have CCTV systems operated for the security of customers, employees and visitors. These systems may record your image during your visit.

4. What sort of personal data do we collect?

  • If you have a website account with us: your name, email address, billing/delivery address, telephone number, orders and receipts.
  • Details of your interactions with us through our customer service department, online or by using one of our apps.

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, wish list choices, voucher redemptions, web pages you visit and how and when you contact us.

  • Details of your visits to our websites or apps, and which site you came from to ours.
  • Information gathered by the use of cookies in your web browser. Learn more about how we use cookies and similar technologies.
  • 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. Of course, it’s always your choice whether you share such details with us. 

  • Payment card information.
  • Your comments and product reviews. 
  • Your image may be recorded on CCTV when you visit one of our sites or car parks.
  • To deliver the best possible web experience, we collect technical information about your internet connection and browser as well as the country and IP address 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.

5. How and why do we use your personal data?

We use your information in a number of different ways — what we do depends on the information.

The tables below set this out in detail, showing what we do, and why we do it.

Your name and contact details

How we use your name & contact details

Why?

Deliver your purchases to you

We’ve got to do this to perform our contract with you (it’s a bit hard to send your order if we don’t use your name and contact details!)

Send you service messages by text, e-mail or through our app, such as order updates

We’ve got to do this to perform our contract with you (so you can tell when your order is coming)

Sending you information by email, SMS, or post, about our new products and services

To keep you up to date. We only send this with your permission

Fraud prevention and detection

To prevent and detect fraud against either you or Andrew James – unfortunate, but absolutely essential

Showing you Andrew James adverts as you browse the web

So you can see our latest products and deals

Finding out what you, and other customers, like

To ensure we are giving you what you want, and to stay ahead of the competition

 

 

Your date of birth information

How we use your date of birth

Why?

Fraud prevention and detection

To prevent and detect fraud against either you or Andrew James – unfortunate, but absolutely essential

 

Your payment information

This means your card’s security/CVV code, don’t worry, we don’t keep them.

How we use your payment information

Why?

Take payment, and give refunds

We’ve got to do this to perform our contract with you — we’re not giving all our stuff away!

Fraud prevention and detection

To prevent and detect fraud against either you or Andrew James – unfortunate, but absolutely essential

 

Your contact history with us

What you’ve said to us — for example, over the phone, on instant chat, or on social media.

How we use your contact history

Why?

Provide customer service and support

We’ve got to do this to perform our contract with you, after all, you expect the best service from us

 

Purchase history and saved items

What you’ve bought and what you’ve stored in your basket for another time

How we use your purchase history and saved items

Why?

Sell you things

We’ve got to do this to perform our contract with you — if you can’t put stuff into a basket, you can’t buy it!

Provide customer service and support, and handle returns

We’ve got to do this to perform our contract with you

Finding out what you, and other customers, like

To ensure we are giving you what you want, and to stay ahead of the competition

 

Information about your phone or laptop, and how you use our website and app

Information you give us when you browse our site or use our app, including your IP address and device type and, if you choose to share it with us, your location data, as well as how you use our website and app.

How we use information about your phone or laptop, and how you use our website and app

Why?

Improve our website and set default options for you (such as language and currency)

To give you the best possible shopping experience

Protect our website

To prevent and detect fraud against either you or Andrew James – unfortunate, but absolutely essential — and to meet our legal obligations about looking after your data

 

Your responses to surveys, competitions and promotions

How we use your responses to surveys, competitions and promotions

Why?

Run the survey, competition or promotion

We’ve got to do this to perform our contract with you — if we can’t use your entry, you can’t possibly win!

You don’t have to give us any of this personal information but if you don’t, you may not be able to buy from the site, and you are unlikely to receive our optimal overall customer experience.  But that is your choice – and we respect that.

6. How we protect your personal data

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.

We regularly monitor our system for possible vulnerabilities and attacks, and we carry out penetration testing to identify ways to further strengthen security.

7. How long will we keep your personal data?

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.

Some examples of customer data retention periods: 

Orders

When you place an order, we’ll keep the personal data for a period of time so we can comply with our legal and contractual obligations.

Warranty

As all of our products include a 2 year warranty, the associated personal data will be kept until the end of the warranty period.

8. Who do we share your personal data with?

We sometimes share your personal data with trusted third parties.

For example, delivery couriers, for fraud management, to handle complaints, to help us personalise our offers to you and so on.

Here’s the policy we apply to those organisations to keep your data safe and protect your privacy:

  • We provide only the information they need to perform their specific services.
  • They may only use your data for the exact purposes we specify in our contract with them.
  • We work closely with them to ensure that your privacy is respected and protected at all times.
  • If we stop using their services, any of your data held by them will either be deleted or rendered anonymous.

Examples of the kind of third parties we work with are:

  • IT companies who support our website and other business systems.
  • Operational companies such as delivery couriers.
  • Direct marketing companies who help us manage our electronic communications with you.
  • Google/Social Media to show you products that might interest you while you’re browsing the internet. This is based on either your marketing consent or your acceptance of cookies on our websites. See our Cookies Notice for details.
  • Data insight companies to ensure your details are up to date and accurate.  

Sharing your data with third parties for their own purposes:

We will only do this in very specific circumstances

  • For fraud management, we may share information about fraudulent or potentially fraudulent activity in our premises or systems. This may include sharing data about individuals with law enforcement bodies.
  • We may also be required to disclose your personal data to the police or other enforcement, regulatory or Government body, in your country of origin or elsewhere, upon a valid request to do so. These requests are assessed on a case-by-case basis and take the privacy of our customers into consideration.
  • For further information please contact our Data Protection Officer.

9. What are your rights over your personal data?

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 (such as the end of a warranty).
  • 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 Partner 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 we may hold at any time, and also to have that information corrected if it is inaccurate. To ask for your information, please contact Data Protection Officer, Andrew James UK Ltd, 2 Lighthouse View, Spectrum Business Park, Seaham, SR7 7PR, or email dpo@andrewjamesworldwide.com  

To ask for your information to be amended, please update your online account, or contact our Customer Services department.

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.

10. 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.
  • If you have an account, log in into your Andrew James account, visit the ‘Account’ area and change your preferences within My Details.
  • Write to Customer Services, Andrew James UK Ltd, 2 Lighthouse View, Spectrum Business Park, Seaham, SR7 7PR

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

11. Contacting the Regulator

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.

12. If you live outside the UK

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 may 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.

13. Any questions?

Hopefully this Privacy Notice has been helpful in setting out the way we handle your personal data and your rights to control it.

If you have any questions that haven’t been covered, please contact our Data Protection Officer who will be pleased to help you:

  • Email us at DPO@andrewjamesworldwide.com
  • Or write to us at Data Protection Officer, Andrew James UK Ltd, 2 Lighthouse View, Spectrum Business Park, Seaham, SR7 7PR

This notice was last updated on 01/05/2018

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