Privacy Policy

This Policy is issued on behalf of Freddie’s Flowers Limited, a company incorporated in England & Wales and having company number 09192551 and its registered office at James Cowper Kreston The White Building, 1-4 Cumberland Place, Southampton, Hampshire, England, SO15 2NP (Freddie’s Flowers).

Throughout this document, when we mention “Freddie’s Flowers”, “we”, “us” or “our” in this Privacy Notice, we are referring to Freddie’s Flowers Limited. If you are a resident of the UK or an European Economic Area (“EEA”) country, Freddie’s Flowers is the controller and responsible for any personal data they collect regarding UK or EEA residents, and any transfer outside the UK or EEA is subject to our compliance with our obligations under applicable data protection law (including the UK General Data Protection Regulation (UK GDPR), UK Data Protection Act 2018 and EU General Data Protection Regulation (EU GDPR)) in ensuring adequate safeguards in relation to such transfer.

We respect your privacy, and this policy explains our commitment to protecting your personal information.

Should you have any questions, inquiries, or concerns about our use of cookies, please email us at freddie@freddiesflowers.com write to us at: Freddie’s Flowers Limited James Cowper Kreston The White Building 1-4 Cumberland Place, Southampton Hampshire, England, SO15 2NP

Whenever you provide us with personal information it is our legal duty to use it in line with all UK laws concerning the protection of personal information, including UK GDPR, Data Protection Act 2018 and any other applicable data protection legislation or guidance. Our lawful bases for processing include: by contract (when you subscribe to our services), in compliance with a legal obligation or our legitimate interests (except where your rights, freedoms and interests are overridden).

We are registered with the Information Commissioner’s Office (ICO) and comply with all elements of UK data protection law in our dealings with your personal data.

Personal Information

We may collect the following data about you depending on how you interact with us. This section shows what we’re collecting and the lawful basis for doing so.

When you sign up to be a customer and use our service

If you choose to sign up to our service, we will need your name, email address, phone number & postal address. We will also need any specific delivery instructions or additional information which might help with the delivery. This information will be used so we can process the orders you place with us on the site, send you email confirmations, take payment and deliver your boxes of flowers - This is under a contractual basis and this information is required to provide the service.

As a customer, we’ll also keep you in the loop of new things we’re doing and special offers we’re running, by post, email, phone or SMS, unless you have told us otherwise. This is under legitimate interest, and you will have the option to opt-out of these messages at any time either by clicking the unsubscribe link in any emails you receive or by contacting us directly.

We’ll also use this information to reply to queries you may have. This is also under a contractual basis.

Every so often, we may ask you for feedback via a survey to make our service as best as it can be for you. This is under legitimate interests.

If during the ordering service you do not complete an order, if you have already provided your contact details we may contact you to make sure everything is OK and to make sure you are not having difficulties placing the order. We process your data for this purpose under a contractual basis.

If you contact us

If you fill out one of our forms (e.g. the “Drop us a message” form) on our website, send us an email or call us, we will store your information and details of the enquiry in our customer services system and sometimes also via our email service. This will also be the case if you contact us with a query relating to your account or delivery.

We will only use your data for these purposes, unless you consent to us using the information for other purposes.

If you cancel your account

If you decide to cancel your account, we will contact you to discuss your reasons for cancelling, and those reasons may be recorded in our systems.

Unless you instruct us to do otherwise (or unsubscribe from our marketing), we may continue to send you information about our products and services or special offers to encourage you to re-join. We would do so as our legitimate interest.

If you receive gift flowers

We allow our customers to send flowers as a gift from their account. If this happens, to be able to send the flowers we will be provided with your contact details (name, address, phone and any special delivery information).

These details will only be used for the fulfilment of the gift order unless you consent to our marketing or decide to become a customer.

When you visit our website

It is possible to view our site without providing any personal details. However, without registering your details you will not be able to order from us.

Where we collect personal data via our website, we will be upfront about it, and it will be obvious to you that you’re providing personal data and how we will be using it.

We use cookies and similar tools on our website, to improve its performance and enhance your user experience. This part of this policy explains how we do that.

Cookies are small text files which a website may put on your computer or mobile device when you first visit a site or page. The cookie will help the website recognise your device the next time you visit. We use the term “cookies” in this policy to refer to all files that collect information in this way, including tracking pixels and web beacons, which are like cookies in that they collect certain electronic information about how you interact with marketing or the website. (More information about pixels/web beacons is available at http://www.webopedia.com/TERM/W/Web_beacon.html) .

There are many functions cookies serve. For example, they can help us to remember your username and preferences, analyse how well the website is performing, or even allow us to recommend content we believe will be most relevant to you.

Certain cookies contain personal information – for example, if you click to “remember me” when logging in, a cookie will store your user identifier. Most cookies will not collect information that identifies you, but will instead collect more general information such as how users arrive at and use the website.

As well as cookies which are essential to the performance of the website, we also use the following cookies:

• Analytics cookies: When someone visits our website we make use of the Google Analytics service to collect standard information about visitors to the sites and their behaviour (e.g. what pages they viewed). The data provided by Google Analytics is anonymised and in no way enables us to identify individual visitors, however, Google Analytics will place a cookie on your device to enable the service. For more information about how Google Analytics cookies work on websites visit: https://developers.google.com/analytics/devguides/collection/analyticsjs/cookie-usage . You can also opt out of the use of Google Analytics across all websites: http://tools.google.com/dlpage/gaoptout . We also use the HotJar and Matomo services for a similar purpose
• Zendesk: We use Zendesk to manage customer service and support queries. To enable us to do this via our website a cookie is used.
• AB Tasty: We use these cookies to enable us to carry out testing (call A/B testing) of functionality on our website.
• Facebook pixel: We place a Facebook pixel to enable us to measure the effectiveness of our Facebook marketing campaigns.
• ImpactRadius: We use Radius cookies for the purposes of measuring the effectiveness of our affiliate marketing campaigns.
• Third-party cookies: Where we embed content or link to third-party services, it’s possible these links will also use cookies

The law allows us to store cookies on your computer if they are essential to the operation of our website. However, we need your consent to set non-essential cookies on your computer, so when you use our website for the first time we give you the opportunity to accept or decline cookies via our cookie banner settings.

However, you should note that it is possible to reject all cookies within your web browser. If you do this, then you may find, some of the features of the website may not work as well as we intend and you may not be able to access or use some features.

Unless you have set your browser so that it will decline cookies, our system will set some cookies as soon you use the website.

More information on cookies and how to disable cookies can be found on the allaboutcookies.org website.

Employee and recruitment data

If you apply for a job, we will process any information that is supplied to us for the purposes of assessing whether you are an appropriate candidate.

If your application is successful, the information you have provided will become part of your employee records. If your application is unsuccessful, we will only keep the information you have provided for as long as it is lawful for to do so, but if we wish to keep it for longer then we will seek your consent to do so.

All employee data is processed according to our separate privacy policy.

Supplier, contractors, and canvasser data

If you provide services to us as a supplier, contractor or as one of our support staff at events (canvassers), we will only process your data for the purposes of maintaining records about your services and to settle any invoices.

If you opt in to receive third-party marketing

If you provide your consent by opting in to hear about promos and products via the post from third party brands, we will share your postal address with Epsilon Abacus (registered as Epsilon International UK Ltd), the company that manages the Abacus Alliance on behalf of UK retailers, and you may receive mail from other brands in the Abacus Alliance. The participating retailers are active in the following product categories: clothing, collectables, food & wine, gardening, gadgets & entertainment, health & beauty, household goods, and home interiors. They share information on what their customers buy. Epsilon Abacus analyses this pooled information to help retailers understand consumers’ wider buying patterns. From this information, retailers can tailor their communications, sending people suitable offers that should be of interest to them, based on what they like to buy.

Please note that Epsilon Abacus may transfer data outside the EEA. The transfer will take place in the presence of appropriate safeguards, including standard data protection clauses adopted by the EU Commission. If you would like more information, please email us at freddie@freddiesflowers.com

At any point you can change your data preferences and our Customer Care team would be happy to help you with that.

Retention of personal data

Unless stated elsewhere in this document or in our terms of service we only store the data necessary to provide the services we provide to you. We will keep this data for as long as it is lawful for us to do so (this may be for as long as you are a customer or because of a legal obligation to retain the information, whichever is the longest). This means that we may retain your data longer than you might expect, but we will actively purge out of date or no longer needed data from our systems and not retain any personal data for longer than it is lawful for us to do so.

Third party processors

Whilst we use carefully selected parties to help us to manage your details, we will never share or sell your personal information for their marketing purposes without your permission.

These parties may include IT and technology partners, marketing and delivery service providers.

In all cases we will only provide the minimal amount of information for the purposes of delivering the service to us. Furthermore, we will always assess their compliance with data protection law and best practice. We also make sure a legally binding contract (sometimes called a Data Processing Agreement or DPA) is also in place to protect your data.

This includes making sure if any of these third parties transfer data outside of the European Union (EU), we’ll only allow this if your data is adequately protected and appropriate contractual arrangements in place to ensure that protection.

Your rights

Under current data protection legislation in the UK, you have rights as an individual which you can exercise in relation to the data we store and process about you. You can find more information about your rights on the Information Commissioner’s website: https://ico.org.uk/for-the-public/ If you would like to exercise your rights, or if you have any questions, please contact us via email: freddie@freddiesflowers.com

How to withdraw consent and object to processing

Where we are processing your data and needed to ask your permission to do so, you can withdraw your consent at any time. If you wish to stop receiving our marketing emails you can do so, by clicking on the “unsubscribe” link at the bottom or the email or by contacting us.

You should also contact us, if you wish to raise concerns about the way we are processing your data or would like to raise an objection to the processing.

Keeping your data up to date

It is important that any of your data that we process is kept up to date. We will from time to time ask you to verify your contact details but if you wish to update any information we hold about you, please contact us with your updated details.

Erasure of your data (the “right to be forgotten”)

Under some circumstances you may request us to delete your data from our systems. Where this is possible (e.g. we don’t have any legal purpose for continuing to process your data) we will erase it from our systems. If it’s not possible for us to delete your data, we will explain the reasons why.

Portability

Your right to portability allows you to request a machine-readable format of the data you supplied to us and associated service logs (where we store them). You should contact us via email to make such a request: freddie@freddiesflowers.com

Access to your data (a so-called Data Subject Access Request)

You have the right to ask us about what data we hold about you, how we process it and to ask us to provide you with a copy of the information, free of charge and within one calendar month of your request.

To make a request for any personal information we hold and process about you, we would prefer it if you could put it in writing or in an email to the addresses above. We will need to verify your identity before providing the information and where necessary may contact you further to ensure we understand what data you are requesting.

Sharing your information

We do not share any personal data with any third parties unless it is lawful for us to do so, if required by law to do so or if you provide us with permission to do so.

Complaints

If you feel this privacy notice does not go far enough in explaining how we have used your personal data, we are happy to provide any additional information or explanation needed. Any requests for this should be sent to freddie@freddiesflowers.com

If you want to make a complaint about the way we have processed your personal information, we’d rather you brought it to us in the first instance, but of course you can contact the Information Commissioner’s Office in their capacity as the statutory body that oversees data protection law in the UK – https://ico.org.uk/make-a-complaint/

Transfer of ownership of data

Should we sell or transfer any of our business assets, this may include a sale or transfer of our customer databases to third parties as part of a business sale. This may mean that your Personal Data may be transferred to countries outside the EEA. Any such sale or transfer of Personal Data will be under strict conditions of confidentiality and security and we will contact you with details and give you the opportunity to not have your data transferred to the new business owner.

Links to external sites

This site contains links to other sites. Freddie's Flowers is not responsible for the privacy practices or the content of such websites.

More information

For more information about your data rights and privacy or data protection in general visit the Information Commissioner’s Office website:https://ico.org.uk

Changes to our privacy policy

We may change or update elements of this privacy notice from time to time or as required by law. The most current version of our privacy notice is available on our website at https://www.freddiesflowers.com/privacy-policy

This policy was last updated on 28 February 2023