Privacy Policy

We will obtain your consent to send you details of our latest products and promotions via Email Marketing and Telemarketing in a number of ways We will obtain your consent when you register your details with us, open a credit account, make a purchase, request a catalogue from us or enter a competition You can change your email and telemarketing preferences at any time - see Changing Your Marketing Preferences.

We would like to keep you informed about our latest product offers and promotions using the email address you provide to us We will also use your date of birth to send you specific offers for your birthday To do this, we will ask you to opt-in to receive marketing emails when you first register an account with us, sign up to our email newsletters, enter a competition or prize draw You can opt out of email marketing at any time - see Changing Your Marketing Preferences.

We will ask your permission to ring you about our latest product offers and promotions when you make a purchase or open a credit account with us You can opt out of telemarketing at any time - see Changing Your Marketing Preferences.

We will use your name and address to send you personalised marketing mails in the post We have a legitimate business interest to send you information about our products and offers in the post as we know that many of our customers like to browse through catalogues or offers prior to placing an order with us However, should you wish to exercise your right to stop personalised postal marketing activity, you can do this at any time - see Changing Your Marketing Preferences.

We will use your email address to send you online targeted marketing information about our product offers and promotions via social media platforms To do this, we will share your email address in a secure manner with social media organisations, such as Facebook, who will match our advertising requirements to your social media profile We have a legitimate business interest to send you product information via social media which we believe is of relevance to you; this is known as Interest-Based Advertising. However, should you wish to exercise your right to stop targeted social media marketing, you can do this at any time - see Changing Your Marketing Preferences.

We will not share your personal data with third party companies for the purpose of them marketing their products and services to you.

You can change your marketing preferences for Email Marketing at any time by:

• Clicking unsubscribe in the body of the email sent to you;
• Going online to My Account; or
• Ringing the call centre on 01 8300600.

You can change your marketing preferences for Telemarketing at any time by:

• Going online to My Account; or
• Ringing the call centre on 01 8300600.

Please allow 48 hours for your changes to be processed for email and telephone marketing.

You can exercise your right to object to Direct Mail or Social Media at any time by:

• Going online to My Account; or
• Ringing the call centre on 01 8300600.

Please allow 48 hours for your changes to be processed for social media You may still receive direct marketing materials that are already processed before we received your request for up to 2 months.

Profiling is a term used to describe a form of data processing where significant volumes of data made up of lots of different data types - such as browser history from Cookies, age, gender, size, transaction history, demographics and buying habits - are all used in an aggregated, anonymised and non-personalised form to evaluate and predict, based on statistical analysis, what you may or may not want to purchase from us by assigning you to a profile type We use this technique to understand what drives you to buy from us and the types of products you are most likely to be interested in whether that be by email, telemarketing, direct mail or social media. This is sometimes referred to as Big Data and Data Science and is widely used by retailers to improve their customer offering and Interest-Based Advertising.

The data that we collect and use when you browse or shop online, including where we use Cookies, uses your IP address as the unique identifier; however, it will not contain your name, home address or phone number. We may also use your email address to send you online targeted marketing information but we always use hashed email addresses to keep your data secure. The email addresses are scrambled before being utilised to ensure nobody else can gain access to your email address. This enables us to offer our customers the best possible online user experience and equally allows us to improve the relevancy of our advertising. This allows us to provide you with more of the content you want to see.

We process all card payments in line with our obligations under the PCI-DSS regulations Whenever you provide your card details to us either online or over the phone, we will encrypt the payment details before sending to our card payment and banking provider If you pay over the phone, we will mask any card data that you provide so that this is not visible to our customer advisors as well as stopping card data from being recorded in our Call Recordings This is regularly monitored for quality assurance as part of our PCI-DSS obligations.

Any card details provided by customers via paper order forms will be immediately, and securely, destroyed once processed.

We will use your personal contact details such as name, postal address, phone number and email address that you provide to us in respect of delivering products or services to you We will share this information with our suppliers who directly despatch orders to you or our delivery partners who may contact you to arrange a convenient delivery time and provide you with updates as to when they will arrive

We use your customer account and contact details to verify any returns and refunds that we process either by card or via your credit account We process all card payments in line with our obligations under the PCI-DSS regulations and will encrypt the payment details before sending to our card payment and banking provider

We use your personal contact details such as name, postal address, phone number and email address to notify you about any updates, changes or issues with your personal credit account. We use your personal contact data and payment history to determine whether and when to increase or reduce your credit limit.

You can set up a direct debit between us and your bank to make regular payments to your personal credit account with us. If you choose to pay this way, we will require a bank account number, sort code and the type of payment you wish to make e.g. full balance or fixed amount. We will use the personal data provided to verify that the account number and sort code combination are valid. We will also ask you for the bank account holder’s name which the bank will use to verify the direct debit payment request. It is your responsibility to ensure that you either have a sole authority or that you have the bank account holder’s permission to make payments from their bank account.

Where you pay by cheque, we will also store the cheque details including account number and sort code which are required to deal with any queries raised to us by your bank.

Where you pay by credit or debit cards, we process all card payments in line with our obligations under the PCI-DSS regulations. Please see Processing Card Payments section for more detail.

We record all calls into our contact centre for quality assurance, regulatory compliance and training purposes We retain all call recordings for a period of 12 months.

If you have any complaints with regards to the operation of your personal cash or credit account, please contact our contact centre on 01 8300600 so we can deal with your complaint as quickly as possible We will need to access your personal data and account history to verify your identity for security reasons and deal with the details of your complaint Details of any complaints received will be logged and recorded so they can be dealt with accordingly.

We will use your personal data for all general service communications including sending your statements, processing orders, notifying you of orders received, updating you on deliveries, despatched or products out of stock We need to do this for the performance of the contract and terms and conditions that you have signed.

We use a tool called Fizzback to communicate with our customers to obtain feedback about our products and services We will send you an SMS or email containing a short survey which we ask you to complete and send back to us This information is only used by us to improve our product and service offering and deal with any Enquiries and Complaints that you raise via Fizzback Should you not wish to participate, you can choose not to respond.

From time to time, we will contact you to take part in a customer satisfaction survey We often use third party partners to collect this information on our behalf We will share your basic personal data - name, address, phone number and email - for them to contact you to ask if you wish to participate in such surveys. We, or our third party partners, may sometimes follow up on surveys with you to get more information from you regarding specific complaints or feedback You can choose not to participate in such surveys should you not wish for your personal data to be shared in this way by ringing the contact centre on 01 8300600.

From time to time, we employ different market research agencies, who act on our behalf, to contact our customers with the aim of getting a more detailed understanding of what our customers think about our products and services We will share your basic personal data - name, address, phone number and email - for them to contact you to ask if you wish to participate in our service improvement programme We may also share more personal data about your shopping habits, including the size and type of products that you have purchased if this is relevant to the market research Occasionally, we ask our research companies not to tell customers that they are contacting you on our behalf, for example for brand research purposes, as we do not want to influence your answers However, the market research company is obliged to disclose this information should you ask at the end of the survey If you do not wish to be contacted for market research purposes, you can ring the contact centre on 01 8300600.

We actively use social media platforms as a way of connecting, and getting closer, to our customers to hear and understand what our customers think about us and our products and services Occasionally, we may contact you directly via those social media platforms if we would like to share your comments or pictures with other customers or publish them in our marketing materials We will always ask you if you are happy for us to use your data in this way and will keep any data that you provide to us, such as email address, confidential and secure.

You may wish to access a copy of the personal data we hold about you - known as a Subject Access Request You can do so by ringing, writing to or emailing the Data Governance team We will respond to your Subject Access Request as soon as possible and, in any event, within the statutory 30 days However, in the event that we need more information from you to verify your identity, which we must do to ensure we disclose your personal data to the right person, the 30 day response period will only commence from the time that we have validated your identity.

Please be aware that for security reasons we do not usually provide details of any bank details that we hold against your account(s) Please speak to our Data Governance team should you need this additional information.

If you believe we have made an error as to the personal data we hold about you, please speak to one of our customer service advisors on 01 8300600 who will be able to process the correction for you Alternatively, you can visit My Account to update your contact details online. Should you wish to discuss this matter further, please contact the Data Governance team

You have the right to request your personal data to be permanently deleted from our records and systems to avoid any further communication with you Your request will always be considered in light of the legal bases that we hold, store and process your personal data and the purpose that we collected your data Where the legal bases permits, we will carry out your instruction without undue delay Please note, however, that where we have a legal or contractual obligation to hold your personal data, we may not be able to carry out your request but we will explain this fully to you Please address any request to delete your data to the Data Governance team.

Should you believe that we are processing your personal data in a way that you did not understand or agree to and wish to restrict such processing, please speak to the Data Governance team who will be able to assist you.

You have the right to object to certain types of processing of your personal data. We will always make it clear at the outset of any new arrangement with you how we are going to process your personal data. However, should you wish to discuss this matter further, please speak to the Data Governance team

In the event that you wish to move your personal data that we hold on you to another organisation in the form of an excel or csv format, please contact the Data Governance team who will be able to assist you.

You have the right to be informed about the collection and use of your personal data. This is commonly known as a 'privacy statement' or 'privacy policy'. We will provide you with the information about how we collect and use your data in various means, such as by 'just in time' notice provided to you at the time of collecting your personal data and via this Privacy Policy Our Privacy Policy is regularly reviewed in line with our business processes Any changes to this Privacy Policy will be communicated via email and credit account statements to all active customers We will also advise customers of changes when ringing the call centre via a recorded message You can ask for a printed copy of our Privacy Policy by contacting the Data Governance team.

You have a right to lodge a complaint with the Data Protection Commissioner (DPC) if you have a complaint with how you believe your personal data has been handled. For more information, please visit https://dataprotection.ie