Sharon's Flower House Privacy Policy

1. What does this Privacy Policy cover?

At Sharon's Flower House, your privacy is very important to us and we want to assure you that we take the confidentiality and security of your personal data very seriously.

This privacy policy covers personal data collected by us in store, over the phone, on our websites and through social media channels.

Our privacy policy explains the following key topics listed below, as well as many other topics:

  • What personal data we collect and how we collect it
    • Personal data you provide when you purchase from us
    • Personal data obtained when you use our Websites
    • Personal data obtained if you contact us
  • How we use the personal data we collect from you
    • To fulfil your order
    • For customer care
    • For marketing
    • For internal business purposes
  • Our lawful basis for processing your personal data (in accordance with the General Data Protection Regulations).

We aim to keep this privacy policy up to date and, therefore, we recommend that you review this privacy policy periodically. At a minimum, we recommend reviewing this policy together with each new purchase you make with us. We will inform you of material changes to this privacy policy to the extent required by applicable laws.

2. What personal data do we collect?

We collect personal data from you whenever you interact with our Websites, including when you make purchases, when you browse our Websites, when you use our services or when you sign up to receive any of our services. When providing personal data to us through a form, we indicate which personal data is optional. Please note that, when collection of personal data is required or necessary either as needed for us to fulfil your order or based on legal obligation and you elect not to provide the personal data, we may not be able to accept or fulfil your order.

Personal data you provide when you purchase from us

  • Your contact details you provide when placing your order, including name, title, billing address, telephone numbers and e-mail address
  • Recipient and delivery details you provide when placing your order, including name, address, contact telephone numbers, delivery instructions and email address
  • The occasions for which you purchase our goods and services such as birthdays and anniversaries
  • Any personal data contained within the card message (e.g., names and birthdays)
  • Details associated with the products you order
  • When you make a purchase, your payment card details (in accordance with payment card industry standards)
  • Your communication and marketing preferences including delivery updates and notifications

Additional Personal Data obtained when you use our Websites

  • Details of your online browsing activities on our Websites such as the pages visited and the parts of the Websites used
  • Details of the type of device used to access our Websites, your device IP address, and your device location

Additional Personal Data obtained through contact with us

  • Details of your interaction with emails that we send you including links that you click and emails that you open
  • If contact occurs between us, we will keep a record of that correspondence, including your name and contact data, and details of your customer care issues or other concerns and our responses (including any recorded telephone calls)

3. How we use the personal data we collect from you?

We will use your personal data for the following purposes:

To fulfil your order:

  • To process your order
  • To process payment including payment authorisation via payment card, gift card or other third party payment processor
  • To carry out identity verification and fraud prevention checks when purchasing with a payment card and validating personal data you provide via a third party payment processor
  • To provide data to any third party supplier or vendor who may fulfil your order on our behalf
  • To provide order confirmation, delivery status notifications on any order placed with us

For customer care purposes:

  • To address any customer care issues that occur either with respect to a product or service, delivery, or a complaint or enquiry that you or your recipient raise with us
  • To contact you with any changes, cancellation or other issues with your order
  • To obtain customer feedback with respect to an order either from you or your recipient (to the extent permitted under the applicable law)

For marketing purposes:

  • To keep you up-to-date with new products and services that we think will be of interest to you
  • To provide you with promotional offers
  • Notify you of competitions and prize draw offers to enable you to enter and to notify you of any wins

For internal business purposes:

We will use any of the personal data collected to help us to understand how many people visit our Websites, how well the Websites are working and to consider any improvements we may need to make to the Websites to improve your online experience. It also helps us determine what products and services you are interested in and what you or other customers might wish to purchase from us in future.

More specifically, we may use your personal data for the following internal business purposes:

  • To analyse your browsing and purchasing activity on our Websites, including any search terms you may have entered into our Websites
  • To analyse the demographic data we collect when you place your order or otherwise use our Websites including your title, address, IP address, browser type, and occasions for which you purchase flowers in order to offer you better products and services and improve our business
  • To analyse customers shopping with us to understand our target audience for the purposes of selecting similar customers for advertising purposes
  • To analyse delivery location data you provide when placing your order to understand the delivery logistics required for our delivery network
  • To analyse your responses to our marketing communications
  • To ensure our online content is presented in the most effective manner for you and your electronic device(s) i.e. tailored for a desktop computer, tablet, iPhone or Android
  • To obtain customer feedback with respect to an order either from you or your recipient (to the extent permitted under the applicable law) to determine the quality of the customer or recipient experience and to improve customer care experiences
  • For crime and fraud prevention, detection and related matters, including cooperation with the police and similar authorities with their lawful queries and investigations
  • To confirm your identity, as necessary
  • To comply with any legal obligation for the purposes of good governance or regulatory guidance with respect to applicable law

4. When may you opt out of marketing communications?

You have the right to opt out of receiving direct marketing communications at any time. We will address your opt out request as soon as possible, but no longer than one month from the date we receive your request.

You may opt out of marketing communications or change your preferences with respect to marketing communications by:

  • Unsubscribing from emails using the unsubscribe link which can be found in all marketing emails
  • Unsubscribing from SMS messaging by texting "STOP" to the number included in the SMS message
  • Contacting us via the contact information provided in this policy
5. Cookies

Cookies are small text files that are placed on your computer's hard drive by your web browser when you visit any website. They allow information gathered on one web page to be stored until it is needed for use on another, allowing a website to provide you with a personalised experience and the website owner with statistics about how you use the website so that it can be improved.

Some cookies may last for a defined period of time, such as one day or until you close your browser. Others last indefinitely.

Your web browser should allow you to delete any you choose. It also should allow you to prevent or limit their use.

Our website uses cookies. They are placed by software that operates on our servers, and by software operated by third parties whose services we use.

6. How do we protect your personal data?

We are committed to protecting and respecting your privacy rights, and to ensuring that your personal data is safe and secure.

Sharon's Flower House handles payment card data in a manner consistent with the Payment Card Industry Data Security Standard (PCI-DSS), through Sum Up Sum Up Privacy Policy

Sharon's Flower House online shop takes payment through PayPal PayPal Privacy Policy

8. Our lawful basis for processing personal data

Sharon's Flower House relies on different lawful basis for processing personal data. In some cases, more than one lawful basis may apply with respect to the same personal data.

Contract: We collect and process personal data in order to fulfil the order you place with us, and in accordance with our contract with you to fulfil your order. Such personal data includes the items detailed in Clause 3 under the title "To fulfil your order".

Legitimate Interest: We collect and process personal data for our legitimate interests in fulfilling and processing your order, any customer care issues, to conduct research, to send email and direct marketing to you, handling legal claims, and for fraud identification and prevention checks. Such personal data includes the items detailed in Clause 3 under the title "For customer care purposes", "For marketing purposes" and "For internal business purposes". With respect to any direct marketing we provide on the basis of a legitimate interest, you can unsubscribe as described in Clause 4.

Consent: In addition to the legitimate interests outlined above, we rely on the consent you have provided as the legal basis for our marketing communications. You can unsubscribe to the marketing communications as described in Clause 4. Please note that withdrawing your consent may not be sufficient to cease all communications or for us to delete your personal data since we may have another lawful basis or ongoing reason we need to keep personal data such as a new purchase or record keeping legal obligations. Please further note that if you make a purchase with us after you have withdrawn your consent, we may collect and use personal data in accordance with this privacy policy with respect to that purchase and you will be asked for consent for marketing communications again.

9. When might we share your personal data with third parties?

We will share your personal data with certain third parties in order to fulfil and process your order, enable us to perform our contract to provide your purchase to you, provide our Websites and to provide you with marketing. The following is a list of types of third parties that may receive your personal data. Our third party providers are required to handle your personal data in accordance with appropriate data protection and security controls.

  • IT Suppliers and Vendors: In order to manage our operations, Sharon's Flower House contracts with third parties who provide security and technical services to protect our Websites, maintain databases of personal data for the purposes outlined in this privacy policy and present Websites content.
  • Marketing Service Providers: Sharon's Flower House contracts with third parties who:
    • provide email marketing, SMS (text) marketing, direct marketing campaigns
    • provide online advertising campaigns
    • maintain databases of personal data for marketing campaigns as outlined in this privacy policy
    • provide to us reporting of our marketing campaigns
  • Website Improvement: In order to improve our online customer experience, Sharon's Flower House contracts with third parties who help us identify and make improvements to our website, provide website traffic data and website performance analysis information, and provide analysis on website performance focused on customer experience.

10. How long do we keep your personal data?

We will only retain your personal data for the purposes set out in this policy and for as long as we have a legal or business requirement to do so. Different retention periods apply for different types of personal data, however, the longest we will normally hold any personal data is 7 years after the last contact with such person or purchase by such person. The time period for retention will depend on applicable laws, rules or regulations that we are required to follow, whether there is an ongoing request or query or other type of legal claim or dispute, the type of information we are holding and whether we are asked by you or a regulatory authority to keep the personal data.

11. Your rights to access your data and rectify any inaccuracies in your personal data

We fully respect that your personal data is owned by you and that you have certain rights with respect to the personal data. Our goal is to respect your rights. Please understand that we may have certain obligations to maintain personal data records despite your requests to exercise the following rights, such as for legal and accounting purposes. We ask that you read these rights carefully.

  • Right of Access (also known as "Subject Access Request"): To receive a copy of the personal data we hold about you, please contact us, see the Contact Details section below. Please understand that you will need to provide a copy of two of the following separate pieces of identification:
    • Passport
    • Driving licence
    • Birth certificate
    • Utility bill (covering the last 3/6 months)
    • Current vehicle registration document
    • Bank statement (covering the last 3/6 months)
    • Rent book (covering the last 3/6 months
  • Right to Rectification: To ask us to update and correct any out-of-date or incorrect personal data that we hold about you, please contact us, see the Contact Details section below.

12. Your additional rights with respect to your personal data

You may have the following additional rights, detailed below:

  • Right to Erasure (also known as "the Right to be Forgotten"): For a limited list of reasons, you may request that your personal data is removed from our systems.
  • Right to Restrict: For a limited list of reasons, you may request that we cease using or that we suppress your personal data.
  • Right to Data Portability: Where we use your personal data based on your consent or to enter or perform a contract with you, and our processing is carried out by automated means, you may request that any personal data you have provided to us be transmitted electronically to you or to another supplier. 
  • Right to Object: You may object to our use of your personal data.
Please note that if we erase all information about you and you make a future purchase or otherwise become a future customer, then we will not be aware of your prior requests or objections.

In respect of the additional rights outlined above, we request that you contact us via the Contact Details shown in Clause 13 below and we will provide you with additional information regarding your rights in connection with your specific request.

13. Contact details

If you have any queries or concerns about personal data, please contact us at;

Sharon's Flower House, 2 High Street, Sutton Bridge, Lincolnshire, PE12 9UH

info@sharonsflowerhouse.co.uk 

14. Complaints

When we receive a complaint, we record all the information you have given to us. We use that information to resolve your complaint.