Privacy policy

 

The following document outlines the Privacy Policy for the [Conscious Cue / Loom & Things] website.

Terms as of March 2021

 

  1. INTRODUCTION

This Privacy Notice helps you understand what personal information we collect from you, why we collect it, how it is used and the lawful basis on which your personal data is processed, and what your rights are. By using our site or submitting your personal information you are taken to accept the terms of the Privacy Notice, so please read it carefully.

We may change the terms of this Privacy Notice from time to time. Such changes will be posted on this page and, where appropriate, notified to you by e-mail. Please check this page frequently to see any updates or changes in our Privacy Notice. The last updated date is shown at the beginning of the document.

  1. WHO WE ARE

 We are Conscious Cue (“we”, “our”, “us”) and operate under the name of CONSCIOUS CUE LTD. We’re registered with the ICO [as company number 13172009], and have the license to use the mark Loom And Things with No. UK00003676890
effective as of the date 03/08/2021 and has been entered in the register on 26/11/2021. The mark has been registered in respect of:
Class 24:
Soft furnishings;Table linen;Bed linen and table linen;Kitchen and table linens;Table linen, not of paper ; Linens ; Linen ; Household linens; Household linen; Mats of linen;Table cloths;Table covers;Table runners;Linen for household purposes; Linen for the bed; Bed linen and blankets.
Class 25:
Clothing.
Class 27:
Carpets.

We are the data “controller”, which means we are responsible for deciding how and why your personal information is used. We’re also responsible for making sure it is kept safe, secure and handled legally.

We are committed to having the highest operational standards when protecting your personal information and respecting your privacy. If you have any questions or concerns about your personal information, or how we use it, you can contact our team via email at hello@loomandthings.com or by writing to us at St Peters Church Court, 40 Devonia Road, London, N18LJ.

  1. YOUR RIGHTS

 You have a number of ‘Data Subject Rights’. Below is some information on what they are and how you can exercise them. There is more information on the Information Commissioners website www.ico.org.uk

  • Right of access - You have the right to request a free copy of the personal information that we hold about you.
  • Right to rectification –If you think any of your personal information that we hold is inaccurate, you have the right to request it is updated. We may ask you for evidence to show it is inaccurate.
  • Right to erasure (also known as the Right to be Forgotten) and the Right to restriction of processing – You have the right to request that we delete, or stop processing in certain specified circumstances, all of your personal information that we hold. If you exercise this right we will keep a note of your name linked to your request and it won’t prevent us from processing any new information you provide to us subsequently.
  • Right to data portability – You have the right to ask us to electronically move, copy or transfer your personal information in a machine readable format.
  • Rights with regards to automated decision making, including profiling –We sometimes use your personal information to make decisions by automated means. This involves us analysing your purchase history or account activity including applications, orders, payments etc. We may do this to confirm your identity, prevent and detect crime, for example. This automated decision making is necessary if you would like to continue to shop with us online. You have a right to reject automated decisions but it may mean that you can only shop with us offline.
  • Right to withdraw Consent – Where we are relying on your consent for processing, you can withdraw or change your consent at any time.
  • Right to object to the use of your data: Where we rely on our legitimate interests, as set out under ‘The information we collect and how we use it’, you may object to us using it for these purposes on grounds relating to your individual situation. We must then do so unless we have an overriding reason to continue processing your personal data. You have the right to object to direct marketing (please see point G below under ‘The information we collect and how we use it’).

The above rights may be limited in some circumstances, for example, if fulfilling your request would reveal personal information about another person, if you ask us to delete information which we are required to have by law, or if we have compelling legitimate interests to keep it. We will let you know if that is the case and will then only use your information for these purposes. You may also be unable to continue using our services if you want us to stop processing your personal information.

If you have any general questions or want to exercise any of your rights please contact hello@loomandthings.com. Our security procedures mean that we may need to request proof of identity before we disclose personal information to you in response to any request.

 We encourage you to get in touch if you have any concerns with how we collect or use your personal information. You do however also have the right to lodge a complaint directly with the Information Commissioners Office, the data protection regulator in the UK, their contact details can be found on their website www.ico.org.uk

  1. THE LAWFUL BASIS WE USE TO PROCESS YOUR DATA

We will only ever process your information if we have a lawful basis to do so. The lawful bases we rely on are;

  • Contract – This is where we process your information to fulfil a contractual arrangement we have made with you.
  • Consent –This is where we have asked you to provide explicit permission to process your data for a particular purpose.
  • Legitimate Interests -This is where we rely on our interests as a reason for processing, generally this is to provide you with the best products and service in the most secure and appropriate way.
  • Legal Obligation –This is where we have a statutory or other legal obligation to process the information.
  1. THE INFORMATION WE COLLECT AND HOW WE USE IT

We collect and use the information that you provide to us directly, for example when you register on our website, or fill out forms on our website; we also use cookies and other similar technologies to collect information from your devices when you interact with our advertising or use our website; we keep records when you speak to our customer service teams or interact with us via email; and we take personal information from third parties to help us manage your order or account and improve your shopping experience.

It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

For more detailed information you can read the below which outlines how we use your personal information:

A. To process any orders that you place with us and to facilitate any returns (Contract)

You may make payments for orders placed on our website through your credit card or debit card. We process card payments securely via third party payment systems such as PayPal Express Checkout and Shopify Payments. Please see section on Third Parties we share data with and receive data from, below for more information.

  • Our chosen payment processors store your payment card details at your request to speed up your checkout in the future (consent).
  • We use your account or order information plus your chosen delivery address details to; deliver your purchases and keep you informed of their status, and to process any returns including (where appropriate) collecting the item from you.
B. To provide you with access to an account (Contract)
  • When you register for an account or fill out forms or place orders on our website, we capture information such as your name, contact and delivery information, email address, phone number and a password to protect your account (account information). We use the same information on an ongoing basis to provide you with the services you request.

C. To provide customer service to you (Legitimate interest)
  • We record calls and keep correspondence (customer service records) when you contact our customer service teams or interact with us on social media or through email. We use these customer service records to manage your queries or complaints effectively, for quality monitoring and to continually improve our services.
D. To personalise and improve your experience when you shop (Legitimate Interest)
  • We keep a record of how you interact with our website and any marketing you are exposed to. We use this data, along with purchase history, demographics, account information and third party information, to show you products and offers from across our brands that we think you will be most interested in and to tailor your experience.
  • We use your account information, purchase history, information on the devices you use to access our sites and your interactions with us to operate personalised features across our websites, apps and communications.
E. To inform you about products and services that may interest you (Legitimate Interest)
  • We use technologies such as cookies within digital marketing networks, ad exchanges and social media networks such as Facebook’s Custom Audience to get relevant marketing messages across to you and other customers. We may share aggregated and anonymised information about the customer segments we are interested in reaching with advertising partners, so they can focus on showing adverts to those who are most likely to be interested in our products, services and offers, and to prevent them showing you irrelevant or repetitive advertisements.
  • We share limited information with selected suppliers to enable them to identify new prospective customers on our behalf and to prevent us repeatedly advertising products or services you have already bought.
  • We receive information on how you interact with our adverts and content on third-party websites and social media platforms (such as Google or Facebook), which we use to tailor the information that is displayed to you.
  • For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.
  • You can opt out of targeted advertising by:

 F. To keep in touch with you (Legitimate Interest)

  • When you register for an account or fill out forms or shop on our website, we start to keep you up to date with news of products and services including store events, offers, promotions and Sale information, unless you tell us you don’t want us to through your account or using the link in every email that we send to you.
  • When we send you communications, we use records of how you interact with our website and any other marketing we’ve sent to you, along with purchase history or account information, to tailor the messages to include information you are most likely to be interested in.
  • We use your account information, purchase history, order information to notify you about important service messages, such as material changes to this policy, product recalls or information about your account.

n.b. If at any point you have selected the option to receive communications from us (for example, subscribed to our mailing list or selected to be up-to-date on news and exclusive offers), we are operating under consent instead of legitimate interest.

G. To ensure the Website and the services we offer you operate properly (Legitimate Interest)

  • We use cookies and other similar technologies to keep track of your preferences when using our site.
  • We use other cookies and similar technologies to help us understand how you use the site, this allows us to optimise your shopping experience and continually improve our site.
  • We gather information about the devices you use to access our sites (desktop and mobile) for example your IP address and device type, to ensure the site is secure and works across multiple platforms.
  • We use information for logistics planning, demand forecasting, management information, dealing with errors on our site, and general research and development.

 H. To develop and improve our products, range and services (Legitimate Interest)

  • We share insights about our customers (in an anonymised and aggregated format) with the Brands / entities whose products we sell. This helps them better understand the different profiles of our customers, focusing on those who buy their products or are interested in them.
  • We may contact you to take part in customer satisfaction surveys, if you respond we collect your feedback and contributions (customer feedback). We use this information to develop the services we offer.
  • We work with information providers that specialise in consumer profiling, such as Experian and Merkle. These organisations provide demographic or other data to help better understand customers' demographics, lifestyles or shopping behaviours, usually linked to the areas where people live.
  • We use information about how you browse and engage with our website to improve our websites.
  • We use all information, including third party data in the development of new products, services and systems to ensure they work as expected and will be useful to our customers.
I. To prevent and detect crime (Legitimate interest/Legal obligation)
  • We use your information, including account information, purchase history to assist in monitoring for fraudulent transactions or suspected money laundering.
  • When you register an account or fill out forms on our website or contact us, we use your information, including account information, purchase history to confirm your identity.
  • We use device identifiers and IP addresses in fraud prevention and investigation, and to maintain network and data security.
J. To fulfil our legal obligations (Legal obligation)
  • We use your data to ensure we comply with any requirements imposed on us by law or court order, including disclosure to law or tax enforcement agencies and authorities or pursuant to legal proceedings.
  • We will share data with regulatory and other official bodies if they make formal requests.
  • We will maintain records to meet regulatory and tax requirements.
  • We will use your account information to contact you in connection with product recalls or other similar product quality issues and to comply with our legal obligations in connection with the sale of age restricted products.
  1. HOW LONG WE KEEP IT FOR

We will keep your personal information for as long as you are a customer of ours. After you stop being a customer, we may keep your data for up to 7 years after the last time you interacted with us. This could include one of the ways specified in ‘The information we collect and how we use it’ and for one of these reasons:

  • To respond to any questions or complaints;
  • To show that we treated you fairly;
  • To maintain records according to rules applicable to us;
  • To establish, bring or defend legal claims. 

We may keep your data for longer if we are required or permitted to retain it for legal or regulatory reasons. If we do, we will make sure your privacy is protected and only use it for those purposes. 

We do not retain information in an identifiable format for longer than it is necessary.

 

  1. HOW WE PROTECT YOUR PERSONAL DATA

We know how much data security matters to all our customers. We will protect your information through appropriate technical and organisational security measures against risks associated with unauthorised or unlawful processing, and accidental loss, destruction or damage. Any payment transactions will be encrypted. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

 

  1. THIRD PARTIES AND OTHER SOURCES WE SHARE DATA WITH AND RECEIVE DATA FROM

We may receive information about you if you use any of our online platforms. We also work closely with a number of third parties, such as those listed below, to provide you high quality goods and services. We always make efforts to anonymise data and only pass over personal information that is absolutely necessary for the purposes it is being processed. We always do so securely. We have contracts in place with all suppliers that help us to ensure security and privacy of your personal information, these are reviewed and updated regularly and always in line with data protection laws.

  • Conscious Cue related entities: Our export partner is Conscious Company, which is incorporated and registered in India. Our delivery partners send their items to Conscious Company, which dispatches and delivers goods to you directly.
  • Brands: The owners of the products you purchase from our website or through the Services we provide.
  • Delivery Partners –Helping us to deliver the goods you order to you including brand partners that may dispatch and deliver goods to you directly.
  • IT Companies –Supporting us in maintaining our website and other business systems including; providing phone lines, data storage facilities, technical, payment and delivery facilities, and providing and supporting Cloud based infrastructure used in providing our products and services.
  • Marketing Companies and Online Advertising -Helping us to manage our electronic communications to you and to help us show you the advertising you are most likely to be interested in. Companies that provide marketing and advertising assistance (including management of email marketing operations, mobile messaging services such as SMS, and services that deploy advertising on the internet or social media platforms, such as Facebook and Google) as well as analysis of the effectiveness of our advertising and communications campaigns.
  • Consumer profiling organisations -These organisations provide demographic or other data to help better understand customers' demographics, lifestyles or shopping.
  • Payment processors -Payment card processors to process credit and debit card payments and store payment information, for example Shopify.
  • Research and analytics companies -We may share personal details to allow research companies and feedback providers to contact you directly on our behalf in order to capture your opinions on our products, services, websites and apps. We may ask these research companies to analyse the results, so that we can better understand your online experience, which will help us to improve our services. We only provide them with the information they need to perform their function. We may share information with specialist companies to analyse customer information to help us better understand how you use our services and to tailor products, services and offers that may be relevant for you.
    We utilise companies that help us track and record the way you navigate our website, so that we can understand your online experience and use it to improve our services and offer a more personalised experience.
  • Product technicians –We may use professional third party companies to assist us in independently reviewing issues and complaints with our products. We will share information with these technicians to allow them to review the product and return it to you or to review the product in your home.
  • General service companies -Such as printers and mailing houses that assist us in providing our products and services.
  • Regulators and the Police -We will share data with regulators and other official bodies (including law enforcement) if they make formal requests or pursuant to legal proceedings.
  • We may also disclose your personal information to third parties, i.e. prospective sellers or buyers, in the event that we sell or buy any business or asset.

 

Sending information outside the UK

Our main operations are based in the UK and your personal information is generally processed, stored and used within the UK.

 

In some instances your personal information may be processed outside the UK. For example, Conscious Company, our export partner, is registered and incorporated in Delhi, India. Operatives in this location will have access to your account information in order to assist with the dispatch and delivery of your order. We also work with brands, delivery partners, suppliers in third countries. In this case, we take steps to satisfy ourselves that the receivers of the transferred data continue to have a level of protection similar to that under the UK data protection regime. Please contact us if you require further information on the specific mechanism used by us.

 

Cookies

We may use cookies and similar technologies as mentioned above (see in particular point G under ‘The information we collect and how we use it’). Cookies are small text files that are automatically created by your browser and stored on your device when you use the Services. You are free to disable the use of cookies and similar technologies if this is supported by your device. You can manage your cookie settings in your browser or device settings. If you decide not to have your personal data processed by us for advertising purposes via cookies (and similar technologies), this does not mean that we will not show you advertisements. It simply means that these advertisements will not be personalised for you using first-party or third-party cookies, web beacons or similar technologies. 

Third-party apps, websites and services

If you use any third-party apps, websites or services to access our services, your usage is subject to the relevant third party's terms and conditions, cookies policy, and privacy notice. For example, if you interact with us on social media, your use is subject to the terms and conditions and privacy notices of the relevant social media platform (such as Facebook, Twitter etc.). The same stands if you use third-party services as your use of the service is subject to their applicable terms and conditions. We may be required to share customer information relating to transactions and use of such third party services with that third party.

How you can get in touch

Should you need to contact us, or share any concerns regarding the use of your data, please write to: Loom And Things, 40 Devonia Road, London, N18LJ or email us at hello@loomandthings.com.