Privacy Policy

1. Introduction

This Privacy Policy explains in detail the types of personal data we may collect about you when you interact with us. It also explains how we will store and handle that data, and keep it safe.

We know that there’s a lot of information here, but we want you to be fully informed about your rights, and how M & C Wellbeing Ltd. uses your data.

We hope the following sections will answer any questions you have, but if not, please do get in touch with us.

It’s likely that we’ll need to update this Privacy Policy from time to time. We’ll notify you of any significant changes, but you’re welcome to come back and check it whenever you wish.

When you are using Land of Roses website, M & C Wellbeing Ltd. is the data controller.

2. What is M & C Wellbeing Ltd.?

M & C Wellbeing Ltd. is the legal name of our business, which sells cosmetic products with Rose oil, pure Rose oils and Rose waters, produced in Bulgaria, in store and online. For simplicity throughout this notice, ‘we’ and ‘us’ means the Partnership. 

3. Explaining the legal bases we rely on

The law on data protection sets out a number of different reasons for which a company may collect and process your personal data, including:

Consent

In specific situations, we can collect and process your data with your consent.

For example, when you tick a box to receive email newsletters.

When collecting your personal data, we’ll always make clear to you which data is necessary in connection with a particular service.

Contractual obligations

In certain circumstances, we need your personal data to comply with our contractual obligations.

For example, when you order an item from us for home delivery, we’ll collect your address details to deliver your purchase, and pass them to our courier. 

Legal compliance

If the law requires us to, we may need to collect and process your data.  

For example, we can pass on details of people involved in fraud or other criminal activity affecting the Company to law enforcement.

Legitimate interest

In specific situations, we require your data to pursue our legitimate interests in a way, which might reasonably be expected as part of running our business and which does not materially impact your rights, freedom or interests.

For example, we will use your purchase history to send you or make available personalised offers. 

We also combine the shopping history of many customers to identify trends and ensure we can keep up with demand, or develop new products/services. 

4. When do we collect your personal data?

• When you visit our website, and use your account to buy products, or redeem vouchers from M & C Wellbeing Ltd on the phone, in the shop or online.
• When you make an online purchase and check out as a guest (in which case we just collect transaction-based data).
• When you create an account with us.
• When you purchase a product in store or over the phone but don’t have (or don’t use) an account.
• When you engage with us on social media.
• When you join our loyalty programme.
• When you contact us by any means with queries, complaints etc.
• When you ask us to email you information about a product.
• When you enter prize draws or competitions.
• When you choose to complete any surveys we send you. 
• When you comment on or review our products and services.
• Any individual may access personal data related to them, including opinions. So if your comment or review includes information about producers we work with, it may be passed on to them if requested.
• When you fill in any forms. For example, if an accident happens in store, we may collect your personal data.
• When you’ve given a third party permission to share with us the information they hold about you.
• When you visit our shop, which has CCTV system operated for the security of both customers and us. This system may record your image during your visit.

5. What sort of personal data do we collect?

• If you have a web account with us: your name, gender, date of birth, billing/shipping address, orders and receipts, email and telephone number. For your security, we’ll also keep an encrypted record of your login password.
• Details of your interactions with us in store, online or by phone. 

For example, we collect notes from our conversations with you, details of any complaints or comments you make, details of purchases you made, items viewed or added to your basket, gift list and wish list choices, voucher redemptions, brands you show interest in, web pages you visit and how and when you contact us.

• Details of your visits to our website, and which site you came from to ours.
• Information gathered by the use of cookies in your web browser. You can learn how we use cookies in our Cookies Policy.
• Personal details, which help us to recommend items of interest.

For example you might share information on your skin type, which allows us to recommend appropriate products. 

We’ll only ask for and use your personal data collected for recommending items of interest and to tailor your shopping experience with us. Of course, it’s always your choice whether you share such details with us. 

• Payment card information.
• Your comments and product reviews. 
• Your image may be recorded on CCTV when you visit our shop.
• To deliver the best possible web experience, we collect technical information about your internet connection and browser as well as the country and telephone code where your computer is located, the web pages viewed during your visit and any search terms you entered.
• Your social media username, if you interact with us through those channels, to help us respond to your comments, questions or feedback.

6. How and why do we use your personal data?

We want to give you the best possible customer experience. One way to achieve that is to get the richest picture we can of who you are by combining the data we have about you.

We then use this to offer you promotions and products that are most likely to interest you. In the case of loyalty programme members, we’ll also offer you relevant rewards.

The data privacy law allows this as part of our legitimate interest in understanding our customers and providing the highest levels of service.

Of course, if you wish to change how we use your data, you’ll find details in the ‘What are my rights?’ section below.

Remember, if you choose not to share your personal data with us, or refuse certain contact permissions, we might not be able to provide some services you’ve asked for.

For example, if you’ve asked us to let you know when an item comes back into stock, we can’t do that if you’ve withdrawn your general consent to hear from us.

Here’s how we’ll use your personal data and why:

• To process any orders that you make by using our website or in store. If we don’t collect your personal data during checkout, we won’t be able to process your order and comply with our legal obligations.

• To respond to your queries, refund requests and complaints. Handling the information you sent enables us to respond. We may also keep a record of these to inform any future communication with us and to demonstrate how we communicated with you throughout. We do this on the basis of our contractual obligations to you, our legal obligations and our legitimate interests in providing you with the best service and understanding how we can improve our service based on your experience. 
• To protect our business and your account from fraud and other illegal activities. This includes using your personal data to maintain, update and safeguard your account. We’ll also monitor your browsing activity with us to quickly identify and resolve any problems and protect the integrity of our website. We’ll do all of this as part of our legitimate interest. 

• To protect our customers, premises and assets from crime, we operate CCTV system in our store, which records images for security. We do this on the basis of our legitimate business interests.
• To process payments and to prevent fraudulent transactions. We do this on the basis of our legitimate business interests. This also helps to protect our customers from fraud.
• If we discover any criminal activity or alleged criminal activity through our use of CCTV, fraud monitoring and suspicious transaction monitoring, we will process this data for the purposes of preventing or detecting unlawful acts. Our aim is to protect the individuals we interact with from criminal activities.
• With your consent, we will use your personal data, preferences and details of your transactions to keep you informed by email, web or in store about relevant products, including tailored special offers, discounts, promotions, prize draws and so on.

Of course, you are free to opt out of hearing from us by any of these channels at any time.

• To send you communications required by law or which are necessary to inform you about our changes to the services we provide you. For example, updates to this Privacy Policy, product recall notices, and legally required information relating to your orders. These service messages will not include any promotional content and do not require prior consent when sent by email. If we do not use your personal data for these purposes, we would be unable to comply with our legal obligations.
• To display the most interesting content to you on our website, we’ll use data we hold about your favourite brands or products and so on. We do so on the basis of your consent for our website to place cookies or similar technology on your device.

• To administer any of our prize draws, which you enter, based on your consent given at the time of entering.
• To develop, test and improve the products we provide to you. We’ll do this on the basis of our legitimate business interests.

• To comply with our contractual or legal obligations to share data with law enforcement.

• To send you survey, feedback or product review requests to help improve our service. These messages will not include any promotional content and do not require prior consent when sent by email. We have a legitimate interest to do so as this helps make our products more relevant to you.

Of course, you are free to opt out of receiving these requests from us at any time by updating your preferences in your online account or by clicking the unsubscribe link in the emails.

7. How we protect your personal data? 

We know how much data security matters to all our customers. With this in mind we will treat your data with the utmost care and take all appropriate steps to protect it.

We secure access to all transactional areas of our website using ‘https’ technology.

Access to your personal data is password-protected, and sensitive data such as payment card information is secured and tokenised to ensure it is protected. We use Paymentsense, which means you enter all your payment information on a secure gateway, not directly on our website.

We regularly monitor our system for possible vulnerabilities and attacks, and we carry out penetration testing to identify ways to further strengthen security.

All personal data for customers is encrypted and protected from security breaches by the latest standards of  GDPR 2018 Compliance.

We promise that we will never sell our customers' personal data to anyone or abuse it in any other way.

8. How long will we keep your personal data?

Whenever we collect or process your personal data, we’ll only keep it for as long as is necessary for the purpose for which it was collected.

At the end of that retention period, your data will either be deleted completely or anonymised, for example by aggregation with other data so that it can be used in a non-identifiable way for statistical analysis and business planning.

Some examples of customer data retention periods: 

Orders

When you place an order, we’ll keep the personal data you give us for five years so we can comply with our legal and contractual obligations.

9. Who do we share your personal data with?

We sometimes share your personal data with trusted third parties. 

For example, delivery couriers, for fraud management, to handle complaints, to help us personalise our offers to you and so on. 

Here’s the policy we apply to those organisations to keep your data safe and protect your privacy:

• We provide only the information they need to perform their specific services.
• They may only use your data for the exact purposes we specify in our contract with them.
• We work closely with them to ensure that your privacy is respected and protected at all times.
• If we stop using their services, any of your data held by them will either be deleted or rendered anonymous.

Examples of the kind of third parties we work with are:

• IT specialists/web developers who support our website.
• Operational companies such as delivery couriers (Royal mail).
• Direct marketing companies who help us manage our electronic communications with you (Mailchimp).
• Google/Facebook to show you products that might interest you while you’re browsing the internet. This is based on either your marketing consent or your acceptance of cookies on our websites. See our Cookies Policy for more information.
• For fraud management, we may share information about fraudulent or potentially fraudulent activity in our premises or system. This may include sharing data about individuals with law enforcement bodies.
• We may also be required to disclose your personal data to the police or other enforcement, regulatory or Government body, in your country of origin or elsewhere, upon a valid request to do so. These requests are assessed on a case-by-case basis and take the privacy of our customers into consideration.
• For further information please contact our Data Protection Officer.

To help personalise your experience with our website we currently use the following companies, who will process your personal data as part of their contracts with us:

• Google
• Twitter
• Instagram
• YouTube
• Facebook
• Zendesk chat
• Mailchimp
• Royal Mail

10. Where your personal data may be processed?

Sometimes we will need to share your personal data with third parties and suppliers outside the European Economic Area (EEA), such as Australia or the USA.

International orders

If you are based outside the UK and place an order with us, we will transfer the personal data that we collect from you to M & C Wellbeing Ltd. in the UK.

Protecting your data outside the EEA

The EEA includes all EU Member countries as well as Iceland, Liechtenstein and Norway. We may transfer personal data that we collect from you to third-party data processors in countries that are outside the EEA.

For example customs and courier companies in your own country.

This might be required in order to fulfil your order, process your payment details or provide support services.

If we do this, we have procedures in place to ensure your data receives the same protection as if it were being processed inside the EEA. For example, our contracts with third parties stipulate the standards they must follow at all times. If you wish for more information about these contracts please contact our Data Protection Officer.

Any transfer of your personal data will follow applicable laws and we will treat the information under the guiding principles of this Privacy Policy. 

11. What are your rights over your personal data?

An overview of your different rights

You have the right to request:

• Access to the personal data we hold about you, free of charge in most cases.
• The correction of your personal data when incorrect, out of date or incomplete.
• For example, when you withdraw consent, or object and we have no legitimate overriding interest, or once the purpose for which we hold the data has come to an end.
• That we stop using your personal data for direct marketing (either through specific channels, or all channels).
• That we stop any consent-based processing of your personal data after you withdraw that consent.

You have the right to request a copy of any information about you that the Partnership holds at any time, and also to have that information corrected if it is inaccurate. To ask for your information, please contact Data Protection Officer, Land of Roses, 2 Union street, Ryde, Isle of Wight, PO33 2EA, UK, or email contact@landofroses.co.uk. To ask for your information to be amended, please update your online account, or contact our Customer Service team.

If we choose not to action your request we will explain to you the reasons for our refusal.

Your right to withdraw consent

Whenever you have given us your consent to use your personal data, you have the right to change your mind at any time and withdraw that consent.

Where we rely on our legitimate interest

In cases where we are processing your personal data on the basis of our legitimate interest, you can ask us to stop for reasons connected to your individual situation. We must then do so unless we believe we have a legitimate overriding reason to continue processing your personal data.

Direct marketing

You have the right to stop the use of your personal data for direct marketing activity through email or other channels. We must always comply with your request.

Checking your identity

To protect the confidentiality of your information, we will ask you to verify your identity before proceeding with any request you make under this Privacy Policy. If you have authorised a third party to submit a request on your behalf, we will ask them to prove they have your permission to act.

12. How can you stop the use of your personal data for direct marketing?

There are several ways you can stop direct marketing communications from us:

• Click the ‘unsubscribe’ link in any email communication that we send you. We will then stop any further emails.
• If you have an account, log in into your Land of Roses account, visit the ‘My Account’ area and change your preferences.
• Write to Land of Roses, 2 Union street, Ryde, Isle of Wight, PO33 2EA, UK or contact@landofroses.co.uk.

Please note that you may continue to receive communications for a short period after changing your preferences while our systems are fully updated.

13. If you live outside the UK

For all non-UK customers

By using our services or providing your personal data to us, you expressly consent to the processing of your personal data by us or on our behalf. Of course, you still have the right to ask us not to process your data in certain ways, and if you do so, we will respect your wishes.

Sometimes we’ll need to transfer your personal data between countries to enable us to supply the goods you’ve requested. In the ordinary course of business, we may transfer your personal data from your country of residence to ourselves and to third parties located in the UK.

By dealing with us, you are giving your consent to this overseas use, transfer and disclosure of your personal data outside your country of residence for our ordinary business purposes.

This may occur because our information technology storage facilities and servers are located outside your country of residence, and could include storage of your personal data on servers in the UK.

We’ll ensure that reasonable steps are taken to prevent third parties outside your country of residence using your personal data in any way that’s not set out in this Privacy Policy. We’ll also make sure we adequately protect the confidentiality and privacy of your personal data.

14. Any questions?

We hope this Privacy Policy has been helpful in setting out the way we handle your personal data and your rights to control it.

If you have any questions that haven’t been covered, please contact our Data Protection Officer who will be pleased to help you:

Email us at contact@landofroses.co.uk

Or write to us at Data Protection Officer, Land of Roses, 2 Union street, Ryde, Isle of Wight, PO33 2EA, UK

This policy was last updated on 12/05/2018.