Privacy Policy

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.

• 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.

• 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.