Flowers Willesden Customer Privacy Policy

About This Privacy Policy

This Privacy Policy explains how Flowers Willesden collects, uses, shares, and safeguards the personal data of customers placing orders from Willesden and the surrounding districts. We are firmly committed to protecting your privacy and handling your personal information transparently and in accordance with applicable laws, including the UK General Data Protection Regulation (GDPR).

Scope of Policy

This policy applies to all customers making purchases or placing orders with Flowers Willesden in Willesden and nearby areas. By using our services or placing an order with us, you acknowledge that you have read and understood this policy, and agree to the practices described herein.

What Data We Collect

We collect and process different types of personal data depending on your interactions with us and the nature of your order. This information may include:

  • Contact Information: Such as your name, address, delivery address, and telephone number.
  • Order Details: Information about the products you purchase, order instructions (e.g., delivery dates or messages).
  • Payment Information: Payment data such as partial card details or transaction confirmations (note: we do not store your full payment card numbers).
  • Communication Data: Your correspondence with us, including queries, complaints, or any feedback you provide.
  • Technical Data: If you use our website, technical information like IP address, browser type, and cookie identifiers may be collected to improve your online experience and ensure website security.

Lawful Grounds for Processing

Flowers Willesden processes your personal data only when there is a legal basis to do so under the GDPR. Our lawful bases include:

  • Performance of a Contract: To fulfil and deliver your order as requested.
  • Legal Obligations: To comply with applicable laws and financial record-keeping requirements.
  • Legitimate Interests: For our own legitimate business interests, provided these do not override your fundamental rights, such as managing our relationship with you, responding to your enquiries, or improving our services.
  • Consent: Where you have given explicit permission, for example, to receive marketing updates. You may withdraw consent at any time.

How We Use Your Data

Your personal data is used for the following purposes:

  • Processing and fulfilling your orders, including confirming details, arranging delivery, or handling special requests.
  • Communicating with you about your order status, delivery details, or customer support queries.
  • Processing payments and refunds where applicable.
  • Maintaining business records for tax and auditing purposes.
  • Improving our services and ensuring the security of our website and operations.

Data Retention

Flowers Willesden retains your personal data only as long as is necessary for the purposes it was collected. Typical retention periods include:

  • Order Records: Retained for up to seven years to satisfy legal, tax, and accounting requirements.
  • Marketing Consents: Retained until you withdraw consent or opt out.
  • Technical Data: Website logs and analytics are retained for a maximum of two years.

Once data is no longer required, we securely delete or anonymise it in accordance with applicable law.

Third Parties and Data Processors

Your information may be shared with selected third-party service providers who process data on our behalf, such as:

  • Payment processors: To handle secure payment transactions.
  • Delivery partners or courier services: To ensure your order reaches its destination.
  • IT and website support providers: Who may access data only as necessary to maintain our systems.
  • Accountants or legal advisers: To comply with tax or legal requirements.

We require all our processors to comply with strict data protection obligations and never use your personal information for their own purposes. We do not sell or rent your data to third parties.

Your Privacy Rights

Under the GDPR, you have the following rights regarding your personal data:

  • Right to Access: Request access to the personal data we hold about you.
  • Right to Rectification: Request correction of inaccurate or incomplete data.
  • Right to Erasure: Request deletion of your data under certain conditions.
  • Right to Restriction: Ask us to restrict processing in certain scenarios.
  • Right to Data Portability: Request a copy of your personal data in a structured, commonly-used format for transfer to another service provider.
  • Right to Object: Object to processing where we process on the basis of legitimate interests.
  • Right to Withdraw Consent: Where processing is based on consent, you may withdraw this at any time.

If you wish to exercise any of your rights, please contact us using the details provided at the end of this policy. We may need to verify your identity before responding.

Keeping Your Data Safe

We take appropriate organisational and technical measures to protect your personal data from accidental loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures include access controls, staff training, and secure storage procedures.

Policy Updates

We may update this Privacy Policy from time to time to reflect changes in how we process your data or to comply with legal requirements. If significant changes are made, we will notify you where reasonably possible. The latest version will always be available to customers placing orders in Willesden and surrounding areas.

Contact and Concerns

If you have questions about this Privacy Policy or wish to exercise your data rights, please contact us through the methods set out on our website or in your order confirmation. If you are dissatisfied with our response, you have the right to lodge a complaint with the UK Information Commissioner’s Office (ICO).

Thank you for trusting Flowers Willesden with your personal data. We are committed to handling it responsibly and keeping your trust at the core of our business.