Privacy policy

Privacy Policy

This Privacy Policy describes how www.florenceandlavender.co.uk (the “Site” or “we”) collects, uses, and discloses your Personal Information when you visit or make a purchase from the Site.

Collecting Personal Information

When you visit the Site, we collect certain information about your device, your interaction with the Site, and information necessary to process your purchases. We may also collect additional information if you contact us for customer support. In this Privacy Policy, we refer to any information that can uniquely identify an individual (including the information below) as “Personal Information”. See the list below for more information about what Personal Information we collect and why.

Device information

  • Examples of Personal Information collected: version of web browser, IP address, time zone, cookie information, what sites or products you view, search terms, and how you interact with the Site.
  • Purpose of collection: to load the Site accurately for you, and to perform analytics on Site usage to optimize our Site.
  • Source of collection: Collected automatically when you access our Site using cookies, log files, web beacons, tags, or pixels [ADD OR SUBTRACT ANY OTHER TRACKING TECHNOLOGIES USED].
  • Disclosure for a business purpose: shared with our processor Shopify.

Order information

  • Examples of Personal Information collected: name, billing address, shipping address, payment information (including credit card numbers), email address, and phone number.
  • Purpose of collection: to provide products or services to you to fulfill our contract, to process your payment information, arrange for shipping, and provide you with invoices and/or order confirmations, communicate with you, screen our orders for potential risk or fraud, and when in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
  • Source of collection: collected from you.
  • Disclosure for a business purpose: shared with our processor Shopify and associated apps we may use.

Customer support information

  • Purpose of collection: to provide customer support.
  • Source of collection: collected from you.
  • Disclosure for a business purpose: 

 

Minors

We do not intentionally collect Personal Information from children. If you are the parent or guardian and believe your child has provided us with Personal Information, please contact us at the address below to request deletion.

Sharing Personal Information

We share your Personal Information with service providers to help us provide our services and fulfill our contracts with you, as described above. For example:

  • We use Shopify to power our online store. You can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy.
  • We may share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
  • Royal Mail for delivery services


Behavioural Advertising

As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For example:

  • We use Google Analytics to help us understand how our customers use the Site. You can read more about how Google uses your Personal Information here: https://policies.google.com/privacy?hl=en.You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
  • We share information about your use of the Site, your purchases, and your interaction with our ads on other websites with our advertising partners. We collect and share some of this information directly with our advertising partners, and in some cases through the use of cookies or other similar technologies (which you may consent to, depending on your location).
  • We use Meta analytics to help us understand how our customers use the Site. 

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:

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.

Using Personal Information

We use your personal Information to provide our services to you, which includes: offering products for sale, processing payments, shipping and fulfillment of your order, and keeping you up to date on new products, services, and offers.

Lawful basis

Pursuant to the General Data Protection Regulation (“GDPR”), if you are a resident of the European Economic Area (“EEA”), we process your personal information under the following lawful bases:

  • Your consent;
  • The performance of the contract between you and the Site;
  • Compliance with our legal obligations;
  • To protect your vital interests;
  • To perform a task carried out in the public interest;
  • For our legitimate interests, which do not override your fundamental rights and freedoms.

Retention

When you place an order through the Site, we will retain your Personal Information for our records unless and until you ask us to erase this information. For more information on your right of erasure, please see the ‘Your rights’ section below.

Automatic decision-making

If you are a resident of the EEA, you have the right to object to processing based solely on automated decision-making (which includes profiling), when that decision-making has a legal effect on you or otherwise significantly affects you.

We DO engage in fully automated decision-making that has a legal or otherwise significant effect using customer data.

Our processor Shopify uses limited automated decision-making to prevent fraud that does not have a legal or otherwise significant effect on you.

Services that include elements of automated decision-making include:

  • Temporary denylist of IP addresses associated with repeated failed transactions. This denylist persists for a small number of hours.
  • Temporary denylist of credit cards associated with denylisted IP addresses. This denylist persists for a small number of days.

[INCLUDE THE FOLLOWING SECTION ONLY IF YOU SELL PERSONAL INFORMATION, AS DEFINED BY THE CALIFORNIA CONSUMER PRIVACY ACT]

Selling Personal Information

Our Site does not sell Personal Information, as defined by the California Consumer Privacy Act of 2018 (“CCPA”).


  • CATEGORIES OF INFORMATION SOLD;
  • INSTRUCTIONS ON HOW TO OPT-OUT OF SALE;
  • WHETHER YOUR BUSINESS SELLS INFORMATION OF MINORS (UNDER 16) AND WHETHER YOU OBTAIN AFFIRMATIVE AUTHORIZATION;
  • IF YOU PROVIDE A FINANCIAL INCENTIVE TO NOT SELL INFORMATION, PROVIDE INFORMATION ABOUT WHAT THAT INCENTIVE IS.]

Your rights

GDPR

If you are a resident of the EEA, you have the right to access the Personal Information we hold about you, to port it to a new service, and to ask that your Personal Information be corrected, updated, or erased. If you would like to exercise these rights, please contact us through the contact information below.

Your Personal Information will be initially processed in Ireland and then will be transferred outside of Europe for storage and further processing, including to Canada and the United States. For more information on how data transfers comply with the GDPR, see Shopify’s GDPR Whitepaper: https://help.shopify.com/en/manual/your-account/privacy/GDPR.

CCPA

If you are a resident of California, you have the right to access the Personal Information we hold about you (also known as the ‘Right to Know’), to port it to a new service, and to ask that your Personal Information be corrected, updated, or erased. If you would like to exercise these rights, please contact us through the contact information below.

If you would like to designate an authorized agent to submit these requests on your behalf, please contact us at the address below.

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Cookie Policy

This Cookie Policy explains how we use “cookies” and similar technologies on our website at www.florenceandlavnder.co.uk and in our emails. It is meant to assist you with your interactions on the Site and communications with us. Please read the Cookie Policy carefully. 

We may occasionally revise our cookie policy. This could be for a number of reasons, such as to mirror changes in the law or how we conduct business or accommodate a change in cookie use. We advise that you check here for any changes to our Cookie Policy frequently.

 

Website – Pixels and Cookies

How does our Site collect, use, and store any other personal data?

Our Site uses cookies and similar technologies (such as tracking pixels) to help improve your experience and power our digital marketing campaigns.

 

What are cookies and similar technologies?

Our Site uses cookies – these are small data files on your computer or mobile device that we store on your browser or your hard drive if you agree which help you avoid having to re-enter information again when you visit our site, speed up site searches and help us understand how customers are using our Site so we can improve it in future. Cookies contain information that is transferred to your computer's hard drive. There are other similar technologies, such as scripts, tracking pixels and plugins which can record information such as the time, location and operating system of a device used to read an email or information on our website. We do not use cookies to collect sensitive information such as payment details and passwords. By using our Site, you consent to our use of cookies and similar technologies as detailed below. If you do not consent to their use, please disable them (using your browser and/or our Preference Centre, or stop using our site. We may also refer you to other websites that are not operated by us. Where you follow links from our Site to another website, that website may place different cookies on your device. You should review the applicable privacy/cookies information in the third party's terms of use/terms of service. Some applications, such as your browser, also store cookies on your device. When you sign into Google Chrome, you're not using a Google account (see the section “What about Google Chrome cookies?” below). The third-party cookies have their own management settings, so you will need to configure these in the applications themselves. For more information on cookies and related technologies, visit All About Cookies. In the remainder of this policy, we will use the terms “cookie,” “cookies,” & “cookie technologies,” and similar terms to refer to the previously described technologies.

 

How long do cookies last?

All cookies expire after a period of time determined by the type of cookie.

Session cookies: These are non-persistent cookies, which are created while you are using the browser and then erased when you close the browser.

Persistent cookies: These cookies are created to keep for a particular time period, which depends on which program installs the cookie. Persistent cookies stay in your browser until the expiration date you specify, or you delete them yourself.

 

Why are they used?

Cookies are used to ensure we can deliver a high-quality, convenient online shopping experience. They are also used to monitor customer interactions with our site which allows us to improve the relevance of marketing communications and ensure our site is meeting the needs of our customers. Our Site uses cookies to distinguish you from other users of our Site. This helps us to provide you with a good experience when you browse our Site and also allows us to improve our site.


There are main types of cookies:

Essential cookies: These cookies allow you to use the basic functionality of our Site. For example, browsing our products, ordering and paying for items, checking your account information and viewing your order history. These cookies also collect personally identifiable information that you provide to us via forms (such as your name, address, phone number and email address). This information is used to support us in troubleshooting issues that may have impacted your shopping experience.

Performance or Analytics cookies: These cookies allow us to get to know how you use our Site. They’re used to analyse visitor information such as usage and visitor numbers, so they help us to see how effective our advertising is and understand what you like. We also use this information to help improve our Site, make our marketing more relevant and improve your experience. The data used for these cookies is aggregated and anonymised, which means that we can’t identify you as an individual. In other words, your personal data is not used for these cookies.

Functionality cookies (e.g. Live Chat): These ones allow us to provide additional functionalities to the Site, and will retain some settings information. While they’re not essential for the functionality of our site, they do enable extra features that should make your shopping experience even better.

Targeting or Advertising cookies: We also use cookies to track your interest in our products. We may use these to understand what most appeals to you, so we can make our offers as appropriate as possible. These cookies are used to deliver relevant advertisements to you and measure the effectiveness of our marketing campaigns. They track your browsing activities across different websites and may collect personal information such as IP address and browser settings. We obtain your consent before placing these cookies on your device. Although the adverts are individually tailored to you, all cookie data is anonymised and stored temporarily.

We process information set by the www.facebook.com third party cookie in order to send you advertising of products which we think you’d be interested in based on your behaviour when using Meta’s products, including Facebook and Instagram. This cookie is only set with your consent until it expires as per the duration specified in Meta’s cookie policy here. Note that information collected via this cookie may be transferred to the U.S.A. The U.S.A is not deemed “adequate” by the UK and EU for the processing of personal data and not all of your data privacy rights may apply. Please refer to Metas Privacy Policy for further information: https://www.facebook.com/privacy/policy.

Is consent required to use cookies?

Essential Cookies – We do not need your consent to store and access essential cookies on your device, although you can still block or delete them (see below).

Other (“non-essential”) Cookies – We may only store and access non-essential cookies on your device with your permission. You are not obliged to give consent to our use of non-essential cookies. If you do give your consent and then change your mind, you can still delete any cookies that have already been placed (see below).

To find out which individual cookies we use on our Site, and the purposes for which they are used, please visit our Cookie Preference Centre, which also allows you to manage your cookie consent preferences whenever you wish.

 

How do I refuse, block and delete cookies?

In order to use certain areas of our site, you will need to allow some essential or functional cookies. If you block or subsequently delete those cookies, your ability to access certain areas of our site may be affected.

You can block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our Site.

Your options for managing your cookie preferences are set out below:

 

Through the Cookie Preference Centre on our Site

When you access our Site, we will ask you to provide consent for our use of non-essential cookies. We may repeat this request on subsequent visits to our Site, for example if you delete cookies from your browser or we need to request new consents from you.

When we seek your consent, you will be able to provide consent for all non-essential cookies that we would like to use, or you can use our Cookie Preference Centre to tailor your cookie preferences (provide consent for some but not all non-essential cookies). You can also use our Cookie Preference Centre to change your preferences and/or withdraw your consent at any time.

Where cookies are essential to the operation of our Site, we can use these without your consent and these cookies cannot be managed using our Cookie Preference Centre.

 

Using your browser settings or other tools

You can control the use of cookies on our site by deselecting the "allow cookies" on your browser. Learn more about cookie management and blocking and deleting cookies for many different browsers via All About Cookies.

Some cookies are set by third-party web browsers or applications that use the Site (see “What about Google Chrome's cookies?”). We cannot exert control on this, and you will have to use the relevant third-party application to control the cookies.

If you do not want to be tracked by Google Analytics, you can install the Google Analytics opt-out browser add-on (but this will only work on certain browsers). For more information on Google Analytics and how they use cookies, please see the cookie statement on Google's privacy policy.

 

What about Google Chrome cookies?

When you access the Site via Google applications such as Google Chrome, Google may collect user information for the purpose of Google serving personalised advertising across your devices. Google is able place these advertising cookies on the devices used by visitors to the Site because we use Google services to run the Site. However these cookies are dropped for Google’s own purposes and as such we do not have any control over how or when they are dropped. You will need to opt out of receiving these cookies via your Google settings. For further information about these cookies please see https://policies.google.com/technologies/types?hl=en-US. Please note that other browsers may use similar tools.

 

What technologies do we use in emails?

Emails you receive from us may contain cookies or similar technologies like tracking pixels. Cookies in our emails do a similar job to cookies on our Site. These technologies tell us if you open an email and help us understand how you interact with its content. Once you click on an email that contains a cookie, your contact information may subsequently be cross-referenced to the source email and/or the relevant cookie. If you have enabled images, cookies may be set on your computer or mobile device. Cookies will also be set if you click on any link within the email. If you open one of our emails, triggering a cookie, you can prevent further use of cookies in that email by closing it without downloading any of the content or clicking on any of the links.

A cookie is a small amount of information that’s downloaded to your computer or device when you visit our Site. We use a number of different cookies, including functional, performance, advertising, and social media or content cookies. Cookies make your browsing experience better by allowing the website to remember your actions and preferences (such as login and region selection). This means you don’t have to re-enter this information each time you return to the site or browse from one page to another. Cookies also provide information on how people use the website, for instance whether it’s their first time visiting or if they are a frequent visitor.

We use the following cookies to optimize your experience on our Site and to provide our services.

Cookies Necessary for the Functioning of the Store

Name Function
_ab Used in connection with access to admin.
_secure_session_id Used in connection with navigation through a storefront.
cart Used in connection with shopping cart.
cart_sig Used in connection with checkout.
cart_ts Used in connection with checkout.
checkout_token Used in connection with checkout.
secret Used in connection with checkout.
secure_customer_sig Used in connection with customer login.
storefront_digest Used in connection with customer login.
_shopify_u Used to facilitate updating customer account information.

Reporting and Analytics

Name Function
_tracking_consent Tracking preferences.
_landing_page Track landing pages
_orig_referrer Track landing pages
_s Shopify analytics.
_shopify_fs Shopify analytics.
_shopify_s Shopify analytics.
_shopify_sa_p Shopify analytics relating to marketing & referrals.
_shopify_sa_t Shopify analytics relating to marketing & referrals.
_shopify_y Shopify analytics.
_y Shopify analytics.


The length of time that a cookie remains on your computer or mobile device depends on whether it is a “persistent” or “session” cookie. Session cookies last until you stop browsing and persistent cookies last until they expire or are deleted. Most of the cookies we use are persistent and will expire between 30 minutes and two years from the date they are downloaded to your device.

You can control and manage cookies in various ways. Please keep in mind that removing or blocking cookies can negatively impact your user experience and parts of our website may no longer be fully accessible.

Most browsers automatically accept cookies, but you can choose whether or not to accept cookies through your browser controls, often found in your browser’s “Tools” or “Preferences” menu. For more information on how to modify your browser settings or how to block, manage or filter cookies can be found in your browser’s help file or through such sites as www.allaboutcookies.org.

Additionally, please note that blocking cookies may not completely prevent how we share information with third parties such as our advertising partners. To exercise your rights or opt-out of certain uses of your information by these parties, please follow the instructions in the “Behavioural Advertising” section above.

Do Not Track

Please note that because there is no consistent industry understanding of how to respond to “Do Not Track” signals, we do not alter our data collection and usage practices when we detect such a signal from your browser.

Changes

We may update this Privacy Policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal, or regulatory reasons.

Contact

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at info@florenceandlavender.co.uk


Link to data collection opt-out page for certain US state customers: 

https://www.florenceandlavender.co.uk/pages/ccpa-opt-out

 

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Last updated: July 2023

 

If you are not satisfied with our response to your complaint, you have the right to lodge your complaint with the relevant data protection authority. You can contact your local data protection authority, or our supervisory authority here:  https://ico.org.uk/make-a-complaint/]