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DESIGNERS AND MAKERS OF LEATHER ACCESSORIES IN HERTFORDSHIRE SINCE 1984

Privacy Policy

Hide & Seek accessories ltd customer privacy notice 

This privacy notice tells you what to expect us to do with your personal information. 

  • Contact details 
  • What information we collect, use, and why 
  • Lawful bases and data protection rights 
  • Where we get personal information from 
  • How long we keep information 
  • How to complain 

Contact details 

Telephone 

07738204003 

 

Email 

support@hideandseekaccessories.com 

 

What information we collect, use, and why 

We collect or use the following information to provide services and goods, including delivery: 

  • Names and contact details 
  • Addresses 
  • Purchase or account history 
  • Payment details (including card or bank information for transfers and direct debits) 
  • Account information 
  • Website user information (including user journeys and cookie tracking) 

We collect or use the following information for the operation of customer accounts and guarantees: 

  • Names and contact details 
  • Addresses 
  • Payment details (including card or bank information for transfers and direct debits) 
  • Purchase history 
  • Account information, including registration details 
  • Marketing preferences 

We collect or use the following information to prevent, detect, investigate or prosecute crimes: 

  • Names and contact information 
  • Customer or client accounts and records 

We collect or use the following information for service updates or marketing purposes: 

  • Names and contact details 
  • Marketing preferences 

We collect or use the following information to comply with legal requirements: 

  • Name 
  • Contact information 
  • Any other personal information required to comply with legal obligations 

We collect or use the following personal information for dealing with queries, complaints or claims: 

  • Names and contact details 
  • Address 
  • Payment details 
  • Account information 
  • Purchase or service history 

Lawful bases and data protection rights 

Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website. 

Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website: 

  • Your right of access – You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. Read more about the right of access. 

If you make a request, we must respond to you without undue delay and in any event within one month. 

To make a data protection rights request, please contact us using the contact details at the top of this privacy notice. 

Our lawful bases for the collection and use of your data 

Our lawful bases for collecting or using personal information to provide services and goods are: 

  • Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object. 
  • Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability. 
  • Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are: 
  • We have a legitimate interest in using customer information to manage and support our relationship with customers after they buy from us or contact us. This includes responding to enquiries, helping with order queries, handling returns or exchanges, resolving delivery issues, keeping a record of customer communications, and improving the service we provide. We only use the information needed for these purposes, such as contact details, order details and relevant correspondence. This helps us provide a reliable service, deal with problems efficiently, and maintain accurate records for customers who may contact us about an order in the future. We consider this use to be reasonable and expected by customers who have bought from us or contacted us, and we do not use more information than necessary. 

 

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above. 

Our lawful bases for collecting or using personal information for the operation of customer accounts and guarantees are: 

  • Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object. 
  • Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability. 
  • Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are: 
  • We have a legitimate interest in keeping customer account and order information so we can provide customer support, respond to order inquiries, confirm previous purchases, handle returns or exchanges, resolve delivery or product issues, and maintain accurate records of our dealings with customers. We only use the information needed for these purposes, such as contact details, order history and relevant correspondence. Customers would reasonably expect us to keep this information for aftercare and service purposes after placing an order or creating an account. 

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above. 

Our lawful bases for collecting or using personal information to prevent, detect, investigate or prosecute crimes are: 

  • Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability. 

Our lawful bases for collecting or using personal information for service updates or marketing purposes are: 

  • Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time. 
  • Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object. 
  • Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are: 
  • We use personal information to send service updates relating to customer orders, accounts, enquiries, deliveries, returns or exchanges. This may include order confirmations, dispatch updates, delivery information, responses to customer enquiries, and important updates about a purchase or account. We rely on contract where these updates are necessary to provide the goods or services a customer has requested, and legitimate interests where we need to provide helpful customer service, respond to enquiries, resolve issues, and keep customers informed about matters connected to their order or account. We use consent to send marketing emails to people who have chosen to subscribe or opted in to receive updates from us. These may include news about our products, collections, events, shows, offers and brand updates. Customers can unsubscribe or withdraw their consent at any time.  

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above. 

Our lawful bases for collecting or using personal information for legal requirements are: 

  • Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object. 
  • Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability. 

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are: 

  • Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object. 
  • Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability. 
  • Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are: 
  • We use personal information to respond to and manage customer queries, complaints or claims relating to orders, deliveries, returns, exchanges, product issues or other customer service matters. This may include using contact details, order details, payment confirmation information, delivery information and relevant correspondence so that we can understand the issue, respond properly, resolve the matter and keep an accurate record of our communication. We rely on contract where the query, complaint or claim relates to goods or services a customer has purchased or requested from us. We also rely on legitimate interests where it is necessary to provide customer support, investigate issues, manage disputes, protect our business, prevent mistakes or fraud, and maintain appropriate records. Where required, we may also use information to comply with legal obligations, such as keeping business records or responding to legal or regulatory requirements. 

 

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above. 

Where we get personal information from 

  • Directly from you 

How long we keep information 

We keep customer personal information only for as long as necessary for the purpose it was collected, including to process orders, provide customer service, deal with enquiries, returns, complaints or claims, meet legal/accounting requirements, and maintain accurate business records. 

Our general retention periods are: 

Order and transaction records: kept for up to 6 years after the order, where needed for accounting, tax, legal or business record purposes. 

Customer account information: kept while the customer account remains active. If an account is closed or inactive for a long period, we will review whether the information is still needed and delete or anonymise it where appropriate, unless we need to keep it for legal, accounting or dispute-resolution purposes. 

Customer enquiries and correspondence: kept for as long as needed to respond to the enquiry and provide customer support. Where the enquiry relates to an order, complaint, return, exchange or claim, we may keep the correspondence for up to 6 years. 

Marketing email information: kept until the person unsubscribes, withdraws consent, or we no longer need the information for marketing purposes. We may keep a minimal record of unsubscribed contacts to ensure we do not contact them again. 

Delivery information: kept for as long as needed to arrange delivery, confirm delivery, deal with delivery issues and maintain order records. 

We review the personal information we hold from time to time and delete, anonymise or securely dispose of information when it is no longer needed. 

For more information on how long we store your personal information or the criteria we use to determine this please contact us using the details provided above. 

 

How to complain 

If you have any concerns about our use of your personal information, you can make a data protection complaint to us: 

Email: support@hideandseekaccessories.com 

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.  

The ICO’s address: 

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF 

Helpline number: 0303 123 1113 
Website: https://www.ico.org.uk/make-a-complaint 

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