Flowers Kilburn Privacy Policy

Introduction

This Privacy Policy explains how Flowers Kilburn handles, processes, and protects your personal data as a customer placing orders in Kilburn and the surrounding districts. We are committed to safeguarding your privacy and ensuring that all personal information is processed in accordance with the General Data Protection Regulation (GDPR) and other applicable data protection legislation. Please take the time to read this policy carefully.

Who This Policy Applies To

This policy applies to all individuals who place orders with Flowers Kilburn, whether through our website, telephone, or in person, for delivery or collection in Kilburn and its surrounding districts. It covers all personal data we process in relation to your order and experience with our service.

Personal Data We Collect

Flowers Kilburn collects the following categories of personal data from customers:

  • Contact details: Such as your name, delivery address, billing address, and telephone number.
  • Order information: Details of your purchases, including items ordered, delivery instructions, and payment method (note: payment card details are processed by our secure payment provider and not stored by us).
  • Email correspondence: Any communication(s) you send us, including special requests or feedback.
  • Website usage data: Information collected automatically when you browse our website, such as IP address, browser type, and device details, obtained via cookies or similar technologies.

Lawful Basis for Processing Your Data

Under the GDPR, we process your personal data on the following lawful bases:

  • Contractual necessity: To process and deliver your order, provide customer support, or respond to queries as part of fulfilling our contract with you.
  • Legal obligations: For compliance with applicable laws (such as tax, record-keeping, or fraud prevention requirements).
  • Legitimate interests: To improve our services, ensure network and information security, or prevent fraud, provided such interests are not overridden by your rights or interests.
  • Consent: Where we ask for your consent for specific uses (e.g., optional marketing communications). You may withdraw consent at any time.

How We Use Your Data

We use your personal information for the following purposes:

  • To process and fulfil your flower order and communicate updates or delivery details.
  • To manage payments and refunds via our secure payment processors.
  • To provide customer support, handle queries and address feedback.
  • To maintain accurate business records and comply with legal requirements.
  • To analyse website usage and improve our products and services (with analytics data anonymised where feasible).
  • To send occasional marketing emails or promotions, only if you have expressly agreed to receive such communications.

Data Retention

Flowers Kilburn will retain your personal data only for as long as necessary to fulfil the purposes for which it was collected and processed, including the provision of services, compliance with legal obligations, and the resolution of disputes. Typically, order-related personal data is retained for up to seven years to comply with financial and legal requirements. After the stipulated retention period, your data will be securely deleted or anonymised unless further retention is mandated by law.

Who Processes Your Data (Data Processors)

To deliver our services, Flowers Kilburn may use trusted third-party service providers that act as data processors on our behalf. These processors are contractually bound to respect the security and confidentiality of your data and must process it only according to our instructions and applicable laws. Such processors may include:

  • Payment processing providers for secure transaction handling.
  • Certain IT service providers (including web hosting and e-commerce platforms) for the safe operation of our systems.
  • Courier or local delivery partners tasked with fulfilling your order.
  • Professional advisors (such as auditors or legal consultants), where required.

We do not sell, rent, or trade your personal information to any third parties for their own commercial gains. Data shared with processors is strictly limited to what is necessary for them to perform their services for us.

Your Rights Under GDPR

As a data subject under the GDPR, you have the following rights regarding your personal data:

  • Right of access: You may request confirmation as to whether or not we hold your personal data and request access to your data.
  • Right to rectification: You have the right to have inaccurate or incomplete personal data corrected.
  • Right to erasure: In certain circumstances, you may request we delete your personal data, subject to legal and operational retention requirements.
  • Right to restrict processing: You can ask us to pause processing your data if you contest its accuracy, or the processing is unlawful.
  • Right to data portability: You may request to receive your personal data in a structured, commonly used, and machine-readable format, and (where feasible) ask us to transfer it to another provider.
  • Right to object: You can object to processing based on legitimate interests or direct marketing.
  • Right to withdraw consent: If processing is based on your consent, you may withdraw that consent at any time without affecting the lawfulness of processing based on consent before its withdrawal.

Security of Your Personal Data

Flowers Kilburn takes the security of your information seriously. We implement appropriate technical and organisational measures to protect personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access. Our staff are trained to handle your data confidentially, and processors we work with are selected for their high security standards.

Policy Updates

We review and update this Privacy Policy regularly to reflect changes in legal requirements, technology, or our business operations. The most current version will always apply. Continued use of our services after policy updates constitutes your acceptance of the revised policy.

Contacting Us

If you have any questions about this Privacy Policy, would like to exercise any of your data subject rights, or have concerns about how your information is handled, please contact us using the contact details provided on our website or in your order confirmation. We will respond to your query as soon as possible and work to address your concerns fairly and promptly.