Florist West Ham Privacy Policy

Who We Are

Florist West Ham is committed to safeguarding your personal information and respecting your privacy. This Privacy Policy describes how we collect, use, store, and protect your data when you place an order with us for delivery in West Ham and adjacent districts. Our policy applies to all customers placing orders, whether one-off or recurring, via any of our ordering channels.

What Data We Collect

To fulfil your order and provide you with an exceptional customer experience, Florist West Ham may collect and process the following types of personal data:

  • Identification Data: Name, delivery recipient name.
  • Contact Details: Delivery address, billing address, phone number(s) (where provided), and any other information required for successful delivery.
  • Order Information: Details of the floral products ordered, special messages, delivery instructions, and transaction history related to your orders.
  • Payment Information: Payment method details (such as partial card information; full payment data is handled securely by our third-party payment processors and is not stored by us).
  • Communication Records: Correspondence with our team, including queries, feedback, and any customer service communications.
  • Website Usage Data: Information such as IP address, device type, and browsing activity on our website. This may be collected via cookies where legally permitted.

Our Lawful Bases for Processing Your Data

We process your personal data only when we have a lawful basis to do so, as required under Article 6 of the General Data Protection Regulation (GDPR). The key lawful bases relevant to our operations include:

  • Contractual Necessity: Processing your personal data is necessary for us to fulfil your orders, provide products/services, and deliver support.
  • Legal Obligation: We may process and retain certain data as required by applicable tax laws, accounting regulations, and for fraud prevention.
  • Legitimate Interests: We may use your data to improve our service quality, maintain security, and ensure operational efficiency, provided such interests are not overridden by your rights.
  • Consent: In certain situations, such as for optional marketing communications, we may ask for your explicit consent. You have the right to withdraw this consent at any time.

How We Use Your Data

We use your personal data to:

  • Process and deliver your floral orders
  • Contact you regarding your orders or delivery status
  • Provide customer support and handle enquiries
  • Manage payments and prevent fraud
  • Improve our website and monitor usage trends
  • Comply with legal requirements and record-keeping obligations
  • Send you direct marketing (only if you have consented)

Data Retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, regulatory, and accounting obligations. Typical retention periods are:

  • Order and Transaction Data: Retained for up to 7 years from the date of your last transaction to comply with tax and financial regulations.
  • Customer Service Records: Kept for up to 2 years after resolution for quality assurance and training.
  • Marketing Data: Retained until you withdraw your consent or unsubscribe from marketing communications.

After the applicable retention period, your data will be deleted or irreversibly anonymised.

Data Sharing and Processors

Florist West Ham works with trusted third-party providers ("processors") to facilitate deliveries, process payments, manage our website, and assist with customer service. Examples may include couriers, payment processing firms, IT hosting providers, and customer support tools. These processors are contractually obliged to process your data securely and only as instructed by us.

We do not share your personal information with third parties for their own marketing purposes. Where necessary, your data may be shared to comply with legal requirements or to protect our rights and the security of our services.

Currently, our data processors only process your personal data within the United Kingdom or European Economic Area, ensuring equivalent data protection standards.

How Your Data Is Secured

We implement appropriate technical and organisational measures to safeguard your personal data against loss, theft, unauthorised access, disclosure, or alteration. These measures include encrypted website connections, secure data storage, and restricted access for personnel involved in order processing.

Your Rights Under GDPR

As a data subject, you have the following rights in respect of your personal data, subject to certain legal exceptions:

  • Right of Access: Request a copy of your personal data held by us.
  • Right to Rectification: Ask us to correct inaccurate or incomplete information.
  • Right to Erasure ("Right to be Forgotten"): Request deletion of your data where there is no longer a lawful reason for us to retain it.
  • Right to Restrict Processing: Ask us to stop processing your data in certain circumstances.
  • Right to Data Portability: Receive your data in a structured, commonly used format and have it transferred to another provider where technically feasible.
  • Right to Object: Object to our processing of your data based on legitimate interests or for direct marketing.
  • Right to Withdraw Consent: Withdraw consent at any time where processing is based on consent.

To exercise your rights or make a privacy-related enquiry, please contact us by using the methods provided on our website. We will respond to your request within one month as required by law.

Children's Privacy

Florist West Ham does not knowingly collect personal data from children under the age of 16. If you are a parent or guardian and believe we have collected such information, please contact us so we can delete it promptly.

Updates to This Privacy Policy

We may update this Privacy Policy to reflect changes in legal requirements or our data processing practices. Any updates will be posted on our website with a new effective date. Please check this page periodically to stay informed about how we protect your information.

Contacting Us

If you have any questions, concerns, or requests concerning your personal data or this Privacy Policy, please use the contact details published on our website. We are committed to protecting your data and will address your queries as soon as possible.