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
- Information that you provide to us such as your name, address, email address and payment card details; information about the items that you purchase including which items were purchased and the amount you paid; and
- standard internet log information and details of visitor behaviour patterns (such as browsing patterns, purchasing behaviour and dwell time) and information about your computer including your IP address and location, device ID, operating system and browser type.
When you buy products, services (e.g. alterations) or gift certificates in store
- Information that you provide to us such as your name, address, email address and payment card details;
- information about the items that you purchase including which items were purchased and the amount you paid; and
- information about the services you require.
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:
- Information that you provide to us such as your name, address, email address, telephone number, date of birth, height and clothing sizes; and
- information about the items that you purchase including which items were purchased and the amount you paid.
When you contact Fenwick by telephone or email or through electronic channels (e.g. the Website)
- Any information you provide to us which may include your name, address, email address and telephone number;
- information about your purchasing history and use of products;
- information you include in any correspondence you send to us; and
- any special categories of personal data you choose to share with us, which may be contained within for example, photographs, medical information, information about your personal circumstances and specific information regarding your reason for contacting us.
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
Information that you provide to us, including your first name, email address, favourite store, any preferences shared with us and information about your purchasing history.
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
- Information that you provide to us including your name, address, email address and telephone number.
When completing any surveys, research panel interviews or observed user testing
- Information that you provide to us including your name, address, email address and telephone number;
- details of your opinions, purchasing history and experiences with us; and
- any special categories of personal data you choose to share with us, which may be contained within for example, photographs, medical information, information about your personal circumstances and specific information regarding your experiences and views.
- You are under no obligation to complete any surveys.
When you make a booking at one of our restaurants, bars, beauty counters, or any other areas
- Information that you provide to us including your name, telephone number, email address, any allergies, your likes and dislikes and details of your previous visits.
When you use Fenwick in-store WIFI (in any of our stores)
- Information that you provide to us including your name, email address and any marketing consent you choose to provide.
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:
- To fulfil your order or request, communicate with you about and deliver your purchase or redeem your booking or Fenwick gift card; To notify you that you have won a competition, promotion or giveaway and deliver the prize to you;
- To manage and respond to any queries or complaints to our customer service team including assisting with refunds where required;
- To manage any claims, returns and refunds;
- To allow you to access your order history;
- To personalise the Website and any advertising we show to you and show you content we think you will be most interested in, based on your account information, your purchase history and your browsing activity;
- To improve and maintain the Website, monitor its usage, maintain its security and to identify trends so that we can improve its performance;
- For market research (e.g. we may contact you for feedback about our products) and to gain insights into the needs and interests of our consumer base;
- To send you marketing messages and show you targeted advertising, where we have your consent or are otherwise permitted to do so, and to evaluate the effectiveness of our marketing activities (e.g. tracking email open and bounce rates);
- To analyse aggregated information about interactions which users have with Fenwick in order to continually improve our offering and to help us make decisions about the products we offer and the types of advertising we purchase;
- To classify our users into groups or segments (e.g. using information regarding your personal or professional interests, demographics, experiences with our products and contact preferences);
- For security purposes, to investigate fraud and theft and where necessary to protect ourselves and third parties; and
- To comply with our legal and regulatory obligations.
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.
- Where our processing is necessary to perform a contract with you, or take steps prior to entering into a contract with you (e.g. where you have made a purchase with us, we use your personal data to process the payment and fulfil your order and, where you have a requested a digital receipt, we use your email address to send you the receipt);
- Because we have obtained your consent (e.g. if you consent to receive marketing from us); and
- Because it is in our legitimate interests as a retailer to maintain and promote our services (e.g. we use information about you to tailor your view of the Website, to make it more interesting and relevant in respect of the products and offers on view). We are always seeking to understand more about our customers in order to offer the most relevant content and customer experience.
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:
- With our suppliers and service providers working for us (e.g. payment processors and delivery companies);
- With third party advertisers, such as Google, Meta and Rakuten, where we have your consent, so that they can display advertising to our target audiences;
- With our professional and legal advisors;
- In exceptional circumstances, with law enforcement or other governmental authorities (e.g. to report fraud or theft or in response to a lawful request);
- In the event that we sell any business assets, the personal data of our customers may be disclosed to a potential buyer, our advisers and any prospective buyer's advisers; and
- Otherwise where we have your consent or are otherwise legally permitted to do so.
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.
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.
You have a number of rights over your personal information, which are:
- You can ask us at any time to provide you with a copy of your personal data. In relation to personal data you have supplied to us, and which is held by us for the purpose of entering into a contract between us or on the basis of your consent, you are entitled to ask us for a copy of this information in a structured, commonly used and machine readable format so that you can reuse it or share it with other organisations.
- If you think the personal data we hold about you is inaccurate or incomplete, you can ask us to correct it or complete it.
- In some circumstances, you also have the right to object to our processing of your data and can ask us to restrict our use of your data and to delete it.
If you wish to exercise any of these rights you should contact us at: firstname.lastname@example.org 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.
Kingston upon Thames
Last updated October 2022