Here at Holland Cooper, what you order speaks volumes to us and it also helps us learn what you like to shop, meaning we can tailor our marketing to your preferences. Sometimes we use data from other companies you’ve shopped with to get the full picture. We may collect the following data about you, and we’ve explained the lawful basis (in brackets) and purpose for doing so in each case:

Your name, contact information including email address, demographic information such as postcode, legitimate interests, preferences, legal obligations, contractual performance, your consent, other information relevant to customer surveys and/or offers:

• We need to know these so that we can process the orders that you make on our website, send you email confirmations of your order, send those green boxes straight to your door, and verify your payment details (contractual performance).
• We like to keep you in the loop, so you can be in the know of all things HC with special offers and promotions by email or SMS messages (legitimate interest/ consent).
• We also use your data for fraud prevention purposes, to verify you are really a customer shopping, rather than someone up to no good (legitimate interests).
• We need this information so that we can respond to your queries and occasional complaints (contractual performance; legitimate interests).
• We may also keep a record of these to inform any future communication with us, to demonstrate how we communicated with you throughout, to ensure that we provide you with the best possible service.
• We also use this data to send you survey and feedback requests to help improve our services. It helps make our products or services more relevant to you (legitimate interests).
• Our business does not automatically override your interests, we will not use your personal data for activities where our interests are overridden by the impact of you (unless you have given us your consent; or permitted to by law).
• Sometimes, we may need these details to send you communications that are required by law or necessary to inform you about our changes to the services we provide you (legal obligations; contractual performance).
• We may send you a review email to leave a product review for us on our website, clicking the link uses your email address which we use to verify your review (legitimate interests).
• If you participate in our research activities (for example, customer WhatsApp groups, Customer focus groups), we’ll use your name in order to administer the group (consent).
• In order to improve the products and services that we provide, we may use your personal data to invite you to participate in market research (legitimate interests).
• When you become our customer, we will tell you how we wish to market our products and service to you, you can opt in on the website and opt out as you wish. If you have signed up for our marketing communications and no longer want to receive them, you can opt out at the bottom of our marketing communications correspondence through the ‘unsubscribe’ or email SALES@HOLLANDCOOPER.COM (consent).

Your payment card (contractual performance; legitimate interests)

• We use this data to process your order, or to process refunds to you (contractual performance).
• In addition, we may use this data for fraud prevention and detection purposes. We process and store your card details securely in line with industry best practice, using techniques including encryption and tokenisation to keep you safe when shopping with us (legitimate interests).

Your date of birth (legitimate interests; legal obligation)

• This is completely optional. But we may in the future…wish you a happy birthday!
• We always need to confirm that you’re over 18 so that we can legally enter into a contract with you (legal obligation).
• We may use this data for fraud prevention and detection purposes (legitimate interests).

Your phone number (contractual performance; consent)

• We ask for this so that we can call or text you about your orders, but it’s optional anyway. It’s handy when the courier can’t find your address, for example, or if there is a problem with your order (contractual performance).
• If you participate in our research activities (for example, customer WhatsApp groups, customer focus groups), we’ll use your phone number for administering the group (consent).
• If you have messaged us on WhatsApp, requested Back In Stock notifications, or have opted-in to this service, we will use your number to message you about information &/or updates on products and collections, advice and purchasing (consent) & (legitimate interest).

Your communication history with us (contractual performance; legitimate interests)

• We keep records of the live chats, telephone calls, emails and postal correspondence from you so we can provide you with the great customer service and support (contractual performance). We may also use this data when training our staff, to make sure we continuously improve that customer service (legitimate interests).

Information about your device and how you use our website (including your IP address, device type) (legitimate interests)

• We use this data to continuously improve our website, to set default options for you, and to show you the correct content (for example language and currency). We may also use it to develop, test and improve the systems, services and products we provide to you by say, recording your browser’s Session ID to help us understand more when you leave us online feedback about any problems you’re having. This data is also used to prevent and detect fraud.

Your responses to surveys, competitions and promotions (legitimate interests; contractual performance)

• This allows us to run all of these things. If we don’t use this data, you can’t win competitions or use promotions.

Photographs (consent)

• If you upload your photographs to our review platform, these may be published on our website along with your name.

CCTV images (legitimate interests)

• To protect our customers, premises, assets and partners from crime, we operate CCTV systems in our stores and car parks that record images for security and crime prevention.

Your social media username (legitimate interests)

• If you interact with us on social media, we use this data to help us respond to your comments, questions or feedback.

Your Internet Protocol (IP) address (legitimate interests)

• We collect information about your location through your IP address which helps us to show you content that is most relevant to you.

Any of your personal data (legal obligation)

• There may be situations where we are legally required to share your personal data, for example, when a court order is submitted to share it with law enforcement agencies or a court of law.
• If you don’t want to give us your data, you don’t have to. However, if you don’t, you may not be able to buy products from our website and you are unlikely to receive our best customer service.
• If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at SALES@HOLLANDCOOPER.COM (consent).
• We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so (legal obligation).
• You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to Holland Cooper 8, Cotswold Business Village, Moreton in marsh, Gloucestershire, England, GL56 0JQ. (legal obligation).
• We hope not but if you believe that any information we are holding on you is incorrect or incomplete, please write or email us as soon as possible, at the above address so that we can correct any information found to be incorrect.