Robert Welch has never, and will never, share or sell your details to third party companies for marketing purposes. From time to time we do work with carefully selected brands to bring you free gifts and offers. You can opt out from email and postal marketing at any time. See the section Your Legal Rights below.
If you have any questions about anything covered in the policy, please let us know.
We collect your personal data when you:
- visit our website, make a purchase online or by phone, as a guest or an account holder.
- create an account with us.
- engage with us on social media.
- sign up to receive news and offers from us.
- enter a competition or prize draw.
- request a catalogue.
- fill in a card in one of our shops requesting to be kept up to date on news and offers.
- contact us with a query or complaint.
- give us feedback or a review on our products or customer services.
- visit our shops, we use CCTV for security purposes.
The sort of personal data we collect:
- Identity Data: your name and title, company name and the name of the person we are delivering to, if different. Your social media usernames, if you interact with us through social media, to help us to respond to your comments, questions or feedback. If you have an account with us, your Robert Welch password and account number. Your image may be recorded on CCTV when you visit one of our shops for our and your security and to help prevent fraud. Your date of birth, if you purchase a knife or scissors online.
- Contact Data: your billing address, the delivery address, email address and telephone numbers.
- Financial Data: your payment card details. When ordering online your payment card details are securely stored with our third-party payment providers. If you order over the phone your payment details are handled in a secure manner.
- Transaction Data: your purchases from us including how often and what you buy from us.
- Technical Data: your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access our website. Some of this information is collected by Google analytics.
- Profile Data: Your comments, feedback, product reviews and other information which helps us to recommend items of interest for example what you like to purchase and your shopping preferences.
- Marketing and Communications Data: Your preferences in receiving marketing from us and your communication preferences.
The legal bases we rely on
Data Protection Law sets out a number of different reasons why we 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 specific situations, we need your personal data to comply with our contractual obligations, for example, if you order an item from us for home delivery, we will collect your address details to deliver your purchase and pass them to one of our couriers.
- Legal compliance: Sometimes the law requires us to collect and process your data, for example, we can pass on details of people involved in fraud to law enforcement.
- Legitimate interest: In specific situations, we need your personal data to pursue our legitimate interests in the usual way that would reasonably be expected as part of running a 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 will also analyse the purchases and shopping history of many of our customers to identify trends and make sure that we keep up with demand for new products. We will also use your address to send you marketing information by post, telling you about products that we think might interest you. If you no longer wish to hear from us, you can change your marketing preferences at any time.
How and why we use your personal data
We want to give you the best possible customer experience and to provide you with products you want. Most of the collection and processing we do of your personal data is for this purpose alone.
As part of serving you, we try to build up a good picture of who you are by combining the data we gather about you through your use of our website, your phone purchases and your interactions with us on social media. We then use this data to offer you promotions and products that are most likely to interest you.
Data privacy law allows us to do this as part of our legitimate interest in understanding our customers and providing the best levels of customer service. If you wish to change this, you can find details under Your legal rights below.
Here is more detail about how we use your personal data and why:
TYPE OF DATA
WHY WE USE YOUR DATA AND OUR LAWFUL BASES FOR PROCESSING
|To send you a catalogue when you request us to do so.||
To register you as a new customer
|To process your order on our website, in our shops or over the phone, to arrange delivery of your order (including managing payments) and to service our product guarantees.||
|To enable you to take part in a prize draw or competition.||
|To send you a survey or feedback request to help improve our products and customer services.||
|To administer and protect our business and our website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data)||
|To deliver relevant website content and advertisements to you and measure or understand the effectiveness of the advertising we serve to you.||
To keep you informed by email, web, text or telephone about relevant products and services including tailored special offers, discounts, promotions, events, competitions and so on
|To send you relevant, personalised communications by post in relation to updates, offers and products.||
|To use data analytics to improve our website, products, marketing, customer relationships and experiences||
|To protect our customers, premises and assets from crime by using CCTV systems in our shops.||
How we protect your personal data
Our customers data security is very important to us. We treat your data with the utmost care and take all appropriate steps to protect it. We have put in place appropriate security measures to prevent your personal data from being altered, disclosed, accidentally lost, used or accessed in an unauthorised way.
We secure access to all transactional areas of our website using ‘https’ technology.
Access to your personal data is password-protected and sensitive data (such as payment card information) is secured by encryption.
We also carry out regular tests, assessments and evaluations of the effectiveness of our system for possible vulnerabilities and attacks and conduct testing to find ways of increasing our data security.
In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.
We have also put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
How long we will keep your personal data
When we have collected and processed your personal data, we seek to keep it only for as long as is necessary for the purpose for which it was collected.
We will always keep product purchase data (including Contact, Identity, Financial and Transaction Data) for a minimum of 6 years. In the case of the product purchased being covered by a warranty, your personal data will be kept until the end of the warranty period.
To determine the right retention period, we think about the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use, the purposes for which we process your data and whether we can achieve those purposes through other means.
Once it is no longer necessary to keep your data, we will either delete it or anonymise it. If we have used anonymisation, we may then put the anonymous data together with other data for statistical analysis for business purposes.
Your legal rights
You have the right to:
- Request access to or a copy of your personal data that we hold, free of charge in most cases.
- Request the correction of your personal data when incorrect, out of date or incomplete.
- Withdraw your consent (or to object) to us holding your data where we have no legitimate overriding interest or once the purpose for which we hold the data has come to an end (for example, the warranty period has ended).
- Ask that we stop using your personal data for direct marketing purposes.
- Request that your data be erased.
- Request the transfer of your personal data.
- Ask that we stop any consent-based processing of your personal data (for example where you opt-out of receiving email marketing from us).
You can change your marketing preferences, by following the ‘unsubscribe’ link at the base of all our email communications, by updating your marketing preferences in your Robert Welch account, emailing email@example.com or phoning 01386 840522. Any other requests should be emailed to firstname.lastname@example.org.
We will seek to respond to any request within 28 days. If you feel that your data hasn’t been handled correctly or you are unhappy about our response to any requests you have made about the use of your personal data, please let us know. You also have the right to lodge a complaint with the Information Commissioner’s Office.
Who do we share your personal data with?
We do share your personal data, where necessary, with trusted third parties, for example:
- IT companies including our website provider (Blubolt) and our business analysis system (Phocas);
- Payment system companies (including SagePay, Amazon Pay and PayPal);
- Operational companies for example delivery couriers (DPD, DHL and Royal Mail);
- Fulfilment companies who assist in managing our postal communications (Rocket DC); and
In relation to all third parties:
- We provide only the information they need to perform their specific services for us.
- They may only use your data for the exact purposes we specify.
- We only engage third parties who have satisfied us that they respect your privacy and take all steps that they can to protect it at all times.
- If we stop using their services, any of your data held by them will either be deleted or rendered anonymous.
For fraud management, we may share information about fraudulent or potentially fraudulent activity in our premises or systems. This may include sharing data with law enforcement bodies. We may be required to disclose your data to the police or other government body on a proper request to do so.
Where your personal data may be processed
On occasion we will need to share your personal data with third parties and suppliers outside the European Economic Area (EEA), for example, in order to fulfil your order or maintain our systems. If we do this, we will have agreements in place to make sure your data receives the same protection as if it were being processed inside the EEA. For example, in relation to a delivery outside the EEA, our chosen couriers have robust data protection systems they adhere to in order to protect your personal data.