Flowers Merton Privacy Policy

Introduction

At Flowers Merton, your privacy and the security of your personal information are of utmost importance to us. This Privacy Policy explains how we collect, use, store, and protect your data when you place orders with us. It also outlines your rights under the General Data Protection Regulation (GDPR). This Policy applies to all customers ordering from Flowers Merton in Merton and neighbouring districts.

What Data We Collect

When you place an order or interact with Flowers Merton, we may collect and process the following categories of personal data:

  • Identification Data: Name, delivery address, billing address.
  • Contact Details: Phone number and/or other delivery-related contact details you provide.
  • Order Details: Product ordered, order notes (such as card messages), and delivery instructions.
  • Transaction Information: Payment method and payment confirmation (but not full card numbers).
  • Technical Data: IP address, browser type, and pages accessed on our website (if applicable).
  • Correspondence: Records of communications (e.g., to resolve a query or address a complaint).

Lawful Basis for Processing Personal Data

Under GDPR, we must have a lawful basis for processing your data. Flowers Merton processes personal data under one or more of the following lawful bases:

  • Contractual Necessity: To process, confirm, and deliver your flower order as per your instructions.
  • Legal Obligation: To comply with legal or regulatory requirements (e.g., for financial record-keeping).
  • Legitimate Interests: For operational reasons, such as logging orders, improving our service, managing business risks, and handling customer queries or complaints. We ensure these interests do not override your rights and freedoms.
  • Consent: In situations where we rely on consent (for example, for optional marketing or promotional communications), we will seek your explicit permission and offer the option to withdraw it at any time.

How We Use Your Information

We use the information we collect to:

  • Process and deliver your flower orders efficiently and accurately.
  • Communicate with you regarding your order status, queries, or to address any issues.
  • Maintain accurate and up-to-date records as required by law.
  • Improve our services and customer experience.
  • Conduct internal business analysis and statistical research (using only anonymised data wherever possible).
  • Respond to legal requirements and exercise our legal rights.

Data Retention

We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected, including for satisfying legal, accounting, or reporting requirements. Typically, this means:

  • Order and delivery details: Retained for up to 7 years to comply with financial and tax obligations.
  • Customer communications: Kept for as long as needed to resolve your query or complaint and up to 2 years after your last interaction, unless a longer period is required for legal purposes.

When data is no longer needed, we securely delete or anonymise it.

Data Processors

To provide our services efficiently, Flowers Merton may use third-party service providers ("processors") to process your data on our behalf. These may include:

  • Payment processors and financial institutions (for secure transactions).
  • IT and website support providers.
  • Delivery partners assisting with logistics in Merton and surrounding areas.
  • Providers of secure data storage and backup services.

All processors are carefully selected to ensure they fully comply with data protection laws and process data only as instructed by us. They are not permitted to use your data for any purposes other than those contracted by Flowers Merton.

Your Rights Under GDPR

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

  • Right of Access: You can request a copy of the personal data we hold about you.
  • Right to Rectification: You may request corrections to inaccurate or incomplete data.
  • Right to Erasure: You may ask us to delete your personal data where there is no compelling reason for its continued processing.
  • Right to Restrict Processing: You can request restrictions on how we use your data under certain circumstances.
  • Right to Data Portability: You may ask to receive your data in a machine-readable format or request its transfer to another provider.
  • Right to Object: You have the right to object to certain types of processing, including direct marketing.
  • Right to Withdraw Consent: Where processing is based on your consent, you may withdraw this at any time.
  • Right to Lodge a Complaint: You can lodge a complaint with the relevant supervisory authority if you believe we have not complied with data protection laws.

To exercise these rights, please contact us using the details on our website or written correspondence address.

Security of Your Data

Flowers Merton is committed to keeping your data secure. We use appropriate technical and organisational measures to safeguard your personal information against unauthorised access, loss, destruction, or alteration. Access to personal information is restricted to employees and processors who need it to fulfil their duties.

International Transfers

We do not routinely transfer your personal data outside of the United Kingdom or the European Economic Area (EEA). If international transfers are required, we ensure that appropriate safeguards, such as standard contractual clauses or adequacy decisions, are in place to protect your data in compliance with GDPR.

Updates to This Policy

This Privacy Policy may be updated periodically to reflect changes in data protection law or our privacy practices. We encourage you to review this Policy regularly to stay informed about how we protect your information.

Contact Us

For any questions about this Privacy Policy or how your personal data is handled, please refer to the contact or customer service details on the Flowers Merton website. We are committed to addressing any queries or concerns you may have.