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At Fenwick, we are committed to protecting our customer's privacy and the personal data which you entrust to us. Please take the time to review this privacy statement which explains the types of information we collect and how we use it, and your data protection rights. Fenwick Limited (“Fenwick”, “we” or “us”) is the data controller of the personal data collected by Fenwick: (1) via or in connection with Fenwick.co.uk (“the Website”); and (2) when you visit our stores.
We collect personal data from you when you provide it to us directly through purchasing online, over the phone or in person, or when you sign up to receive marketing communications from us. We will never collect more than is necessary in line with the data minimisation principle set out in data protection legislation.
We collect personal information:
When you register or use the Website
When you buy products, services (e.g. alterations) or gift certificates in store
When you are registered with a Fenwick Personal Shopper and / or Concierge service
Our personal shoppers and concierge service use our customer relationship management system in store to record:
When you contact Fenwick by telephone or email or through electronic channels (e.g. the Website)
Calls to our Customer Service department are recorded and you will be advised of this on the call. Please note that calls to our payment line or calls requesting store opening hours will not be recorded.
When you sign up to receive marketing communications
For more information about our marketing activities, see the section on "Marketing" below.
When you attend an event, or enter prize draws or competitions run by Fenwick
When completing any surveys, research panel interviews or observed user testing
When you make a booking at one of our restaurants, bars, beauty counters, or any other areas
When you use Fenwick in-store WIFI (in any of our stores)
Sometimes we are given information about you unexpectedly, such as from the police, organisations and agencies trying to prevent threats and fraud, and from the public. We will only process this data where completely necessary.
Depending on how you use the Website, your interactions with us, and the permissions you give us, the purposes for which we use your personal data include:
We may combine information you give us in-store in with the information collected via the Website and information provided when you purchase a Fenwick gift card for the purposes of better understanding our customer relationships and to improve our marketing.
Fenwick would like to keep in touch with you and so, depending on your marketing preferences, we may use your personal data to send you marketing messages digitally through targeted advertisements, by email, by phone, SMS or post. Some of these messages may be tailored to you, based on your previous browsing or purchase activity (including purchases you make in-store), and other information we hold about you. With your consent, we use cookies and other similar tracking technologies when you use the Website to enable some of this personalisation (e.g. to follow up with you about an item you have viewed on the Website).
If you no longer want to receive marketing communications from Fenwick, you can change your preferences at any time by contacting Customer Service on our Contact Us form, which can be found here, or by calling us on 0800 783 1783 Mon-Fri 9-5.30pm. You can also click on the ‘unsubscribe’ link in any email. If you unsubscribe from marketing, please note we may still contact you with service messages from time to time (e.g. order and delivery information, and information about your legal rights).
You may also see advertisements for Fenwick on third party websites. These adverts may be tailored to you using cookies or other similar tracking technologies (which track your web activity, so enable us to serve adverts to customers who have visited the Website). Where you see an advert on social media, this may be because we have engaged the social network to show adverts to our customers, or users who match the demographic profile of our customers. In some cases, this may involve sharing your email address or phone number with the social network. If you no longer want to see tailored advertising, you can change your cookie and privacy settings on your browser and on these third-party websites.
We use CCTV monitoring and body-worn cameras (which will also record audio where activated by the user) to ensure staff and customer safety and for the prevention and detection of crime. In the event that the recordings constitute evidence of serious wrongdoing, recorded footage may be passed on to competent authorities, courts or other affected parties. Please see our CCTV notices displayed in store for further information.
We may use your personal information for the purposes of bringing or defending legal proceedings or meeting any legal or compliance obligations we have. This may include the collection and use of your signature to settle any delivery disputes.
We share our customers’ personal data with third parties in the following circumstances:
We use service providers based around the world. Consequently, your personal data will be processed in countries outside of the European Economic Area and the UK, including in countries where you may have fewer legal rights in respect of your data than you do under local law. If we transfer personal data to these countries we will, as required by applicable law, ensure that your privacy rights are adequately protected by implementing appropriate safeguards such as contractual terms approved in the relevant jurisdiction. Please contact us if you would like more information about these safeguards.
We have put in place technical and organisational measures to prevent your personal information from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal information to those employees, agents, contractors and other third parties (see above) who have a business need-to-know. They are subject to a duty of confidentiality.
We have put procedures in place to deal with and respond appropriately to any suspected data security incident.
Our security procedures mean that we may occasionally request proof of identity before we are able to disclose personal information to you.
You should be aware that the method you use to get in contact with us, such as email or post, may not be entirely secure and your personal information may be susceptible to being intercepted in transit. Equally, your personal information is at risk if a malicious third-party gains access to your account or to any other place where your personal information is stored, such as your email account. You should therefore take all reasonable steps to keep your personal information secure, including choosing a secure password for your account and your email account and not disclosing your passwords to anybody else. You should use a unique password for every account.
We will keep your personal data for as long as we need it for the purposes set out above, and so this period will vary depending on your interactions with us (e.g. where you have made a purchase with us), we will keep a record of your purchase for the period necessary for invoicing, tax and warranty purposes. We may also keep a record of correspondence with you (e.g. if you have made a complaint about an item) for as long as is necessary to protect us from a legal claim. Where we no longer have a need to keep your information, we will delete it. Please note that where you unsubscribe from our marketing communications, we will keep a record of your email address to ensure we do not send you marketing emails in future.
The Website is not intended for, and should not be used by, children under the age of 16. We do not knowingly collect personal data from children under 16. If you are under the age of 16, please do not submit any personal data to our Site. We encourage parents and legal guardians to monitor their children’s Internet usage and to help enforce this notice by instructing their children never to provide personal data to our Site without their permission. If you have reason to believe that a child under the age of 16 has provided personal data to us, please contact us using the details provided below.
When you browse the Website, we may use cookies and other similar tracking technologies to track your visit and give you a better browsing experience. Please click here to see our Cookie Policy for further information about the cookies we use and how to amend your cookie settings.
In common with most websites, the Website logs various information about visitors, including internet protocol (IP) addresses, browser type, internet service provider (ISP) information, referring / exit pages and date / time stamp. We may use this information to analyse trends, administer the Website, track your movement around the Website, gather broad demographic information and deliver targeted advertising. We may also use this information to inform our marketing and future business strategies and it may therefore be shared with third parties such as our advertisers. Data we collect using non-essential cookies is used on the basis of your consent. Any other information that we collect about your use of our Website is used on the basis that this is necessary for the purposes of our legitimate interests in maintaining and managing our Site, tailoring it to suit our users and ensuring its security. We will not process this information for these purposes if to do so would constitute an unwarranted interference with your own interests, rights and freedoms.
The Website may contain links to websites operated by third parties. If you click on these links, you will leave the Website, and your personal data will be processed in accordance with the privacy policies of the operators of those websites. The presence of such links to third party websites do not constitute any endorsement, sponsorship or recommendation by Fenwick. You should always read the privacy policies of these websites.
Various third parties (e.g. third party brands or retailers) operate concessions in our stores. These third parties may collect your personal data for their own purposes (e.g. if you wish to join their mailing list). This personal data will be processed in accordance with the privacy practices of the relevant third party, so you should always make sure that you understand the privacy practices of that third party and ask for details of their privacy policy. The presence of any concession operated by a third party in any of our stores does not constitute any endorsement, sponsorship or recommendation by Fenwick of that third party or their privacy practices.
You have a number of rights over your personal information, which are:
If you wish to exercise any of these rights you should contact us at: legal@fenwick.co.uk or 0800 783 1783 or Fenwick Limited, 3rd Floor, Wood Street, Kingston upon Thames, KT1 1TX.
Fenwick will comply with any requests to exercise your rights in accordance with applicable law. Please be aware, however, that there are a number of limitations to these rights, and there may be circumstances where we are not able to comply with your request.
You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), (the UK regulator for data protection issues. See www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO and so, if you are happy to do so please contact us in the first instance and we will try to resolve your issue.
If you have any queries on any aspect of our Privacy Policy, please contact us by using our Contact Us form, which can be found here, or by calling us on 0800 783 1783 Mon-Fri 9-5.30pm. Alternatively you can contact us by post at:
Customer Service
3rd Floor
Fenwick LTD
Wood Street
Kingston upon Thames
KT1 1TX
Last updated October 2022