PRIVACY POLICY

We collect a certain amount of personal information from you when you interact with us. This allows us to fulfil your order, answer your queries, send you marketing communications and offer you the best possible shopping experience. We do this in a number of ways.

We collect the personal information directly from you when you when you fill in your details for an order, create an account with us or sign up to receive marketing from us. We only ever ask you to provide the minimum personal information required to allow us to fulfill your order, send you our marketing newsletters or postal marketing catalogues or manage your account. This personal information collected is your full name, physical address (including a delivery address, if different), your email address and telephone number. Where we enter into a personal shopping relationship or a virtual assisted sales session with you, we will also collect your personal information. If you choose to register an account with us, you will also be asked to create a password.

We collect your personal information (as set out above) when you visit our stores or retail pop ups.

We record and keep the details of any transactions you make with us, including details of the products (or services) you have bought from us. We will also collect your personal information when we respond to customer service enquiries received across our various channels; when you leave reviews or provide feedback in a survey, or when you participate in customer panels. We use this information to help us improve the quality of service provided; to monitor the quality of our products and services and to assist with the selection of future products. We also collect your information if you attend an event we organise or if you enter any of our competitions.

We ask you for payment card details to process payment for your order, but we do not store these details. This information is shared with our payment providers to enable your transaction to be completed. In addition, we are certified as being PCI-DSS compliant, so the transaction is as safe as we can reasonably make it.

When you use our website, we use cookies and other similar technologies to improve your shopping experience and personalise the service you receive from us. Please see our Cookie Policy for more information, but this simply means that we use these cookies to understand how you are using our website and make it easier to use our website. To enhance and personalise your experience, we will remember your previous visits. Track the pages you browse on our website and the products you add to your basket so we can remember your preferences as well as remind you of any items you may have left in your shopping basket.

To do this we use web analytics tools when you browse the website that record things like your IP address, browser type, browser plug-ins, operating system and time zone settings. Our website and emails also contain pixel tags and tracking technologies.

We also collect a certain amount of personal information from social media sites, such as Facebook, when you interact with our adverts, fill in your information and give permission for your personal information to be shared with us. This information is stored on Facebook servers and deleted after 90 days.

We do not knowingly collect or store anything that is categorised as special category personal information under the data protection laws. We also do not knowingly collect personal information from children under the age of 18.

In order to use your personal information, we need to ensure it is allowed under one of the lawful bases set out in the data protection laws. These are explained in more detail below. We use this personal information to provide you with the products and services we offer and to make your experience with Hush easier and more enjoyable.

To carry out our business and fulfil our contract with you. This means that we offer you products and then need to use your personal information to process the payment, satisfy your order and arrange delivery, to contact you with information relating to your order and delivery, or to let you know about returns and refunds. Some of our selected service providers may then need to process your information internationally to provide this service (subject to their compliance with the data protection laws). This lawful basis also allows you to register and set up an account on our website.

Where we have a legitimate interest (a justified business purpose). Under this lawful basis, we have a business purpose that allows us to use your personal information. These will be, for example, to help us with fraud prevention, website security, allow you to leave reviews and invite you to provide feedback in a survey, respond to queries raised online or through social media, and to send you our postal marketing catalogues. We may also send an email that you have left something in your shopping basket.

We may offer our customers virtual assisted sales sessions and/or a personal shopping service (that is also known as clientelling). These will create an informal personal relationship between a customer and a dedicated member of the Hush team. Use of these services may involve you sharing additional personal information about yourself with Hush. This will be used to tailor your shopping experience with product recommendations and other services that may be relevant to you and your preferences. You can use these services to order products, check product availability and be provided a more bespoke shopping experience. The level of information you provide and the communications you receive as a part of this relationship are always set and agreed to by you.

We rely on this lawful basis to classify our customers into user profiles, groups or segments, using your online behaviours, shopping habits, your interests, demographics and experiences with our products. We will also use email opens and clicks to identify trends and to tailor our marketing activities. These segments help us to understand our customers better. We will use third party platforms to manage and deliver some of our Services; email marketing campaigns; online advertising; customer analytics; events; booking of appointments; fulfilment of orders; delivery; returns; refunds; IT services; etc. In providing the services, your personal information will, where applicable, be used by the service provider on our behalf. In addition to this, we analyse your interactions with our website to improve the functioning of the website and to offer more relevant products to you, our customers. If we organise or work with third parties to organise events, we will share your personal information with any applicable third party hosting the event and with the ticketing companies such as Eventbrite.

Where we have your consent. We use this lawful basis to place cookies onto your devices for identification, analysis, and advertising purposes. We also use this lawful basis to send you our email newsletters tailored to you so they are relevant to your interests, your online behaviours and what you have bought from us. This consent to send you our email newsletters may be obtained through a newsletter signup form on our website and/or through forms presented to you in our online adverts on social media sites, such as Facebook (see below for further details). You can unsubscribe at any time by clicking the unsubscribe link in the emails. We will share your personal information with our email service providers. Where we enter into a personal shopping relationship or a virtual assisted sales session with you, we will have your permission to use your personal information to contact you via your choice of chat or call application. You can withdraw this permission by speaking directly to your dedicated member of the Hush team. Where we have your consent to share your personal information with our digital marketing networks or social media companies such as Facebook and Google, we will use this to show you targeted advertising or sponsored search content on social media or the internet that is relevant to your online browsing behaviour and the things you buy from us. We will share your name and email address to do so. These companies also work on our behalf to identify individuals with similar characteristics to our customers, and they provide these individuals with advertising content from us. We may also work with these companies to target or retarget you directly with advertisements that we believe you will be interested in. If you have given us your consent to receive catalogues from like-minded brands, we will also share your information with data co-operatives. Where we have your consent to share personal information with Experian Ltd for the purposes of managing a service called Club Canvasse, a home shopping and direct retailer data co-operative of which Hush is a member. By sharing information on what customers buy and pooling that with contributions from other members of the co-operative, the service allows us to better understand our customers and to communicate with you more effectively.

Social media sites such as Facebook collect your information directly from you where you enter your personal information into a form presented to you as part of our online advertising. Your personal information will be owned, stored by the social media site who uses the lead ad data according to its own rules and policies, and they become responsible for the handling of the personal information they collect from you. This personal information is then shared with Hush only when you have given permission for them to do so, and we shall then use the personal information shared according to our own privacy policy (and any other relevant terms as disclosed in the online advert).

The Privacy and Electronics Communications Regulations (PECR). Where we have collected your personal information during a purchase, we will have PECR compliant permission to send you our email newsletters and to share your personal information with our digital marketing networks or social media companies such as Facebook and Google. We will use this to show you targeted advertising or sponsored search content on social media or the internet that is relevant to your online browsing behaviour and the things you buy from us. We will only send or target you with marketing about our products and services. You would have been able to opt out of this marketing at the time you made the purchase and you will be able to unsubscribe from emails in every subsequent communication from us.

Where we are required by law (legal compliance) and for business administration. We may use and transfer your personal information in connection with a business transition (such as a merger, acquisition by another company, or a sale of all of or portion of our assets), to enforce our legal rights and/or to protect the rights of third parties. In such instances it will be necessary to share your personal information with external professional advisors such as lawyers and accountants, or insurers or financial institutions. We may use your personal information for legal compliance purposes and to enforce our legal rights. For example complying with a court order, requests by (HMRC), or the police.

You always have the right to withhold your personal information or request that we not process it. (See more about your rights below.) However, that may result in us not being able to provide products and services to you or our service being significantly impaired.

For instance, our communications are designed to tell you about the benefits we can offer, so that you have exclusive access to our best deals. We use the information we have about you to tailor the content and try to ensure that the offers are as relevant to you as possible.

We share your personal information with a number of third parties to allow us to provide the services we do.

For instance, processing your order involves sharing information with our payment service providers (who process the payment), our warehouse provider (who prepares your order for dispatch), our couriers (who deliver the order to you), our email service provider (who send out the order confirmation email) and our independent review partner (who will email you to invite you to leave a review of your order).

Keeping you up-to-date regarding new collections involves sharing your information with our data marketing agency and mailing house (who we use to send out our catalogues) and our email service provider (who we use to send out the marketing emails).

We share your personal information with digital marketing networks and specific services (like Google Match, Triple Whale, Wunderkind and Facebook Custom Audiences) and various advertising partners to ensure we only show you online advertising that is relevant to you. We use social media platforms and third party advertisers such as Facebook, Instagram and Google to facilitate targeted online marketing and communications for our customers. In these instances, these third parties will be responsible for handling your personal information and their Privacy Policies will set out how they do this.

We use a third-party service provider to serve ads and/or collect data on our behalf across the Internet and sometimes on this Website. Some of these service providers may collect information about your visits to our Website, and your interaction with our products and services to tailor marketing messages on this Website and other sites or to trigger real time interaction, customize this Website or enhance your profile. Some of these service providers may be able to collect personal information that you share with this site via a web form automatically and prior to your pressing a submit button; and they may be able to use information from your visits to this site to send marketing messages to you in a way that may personally identify you. This information is collected through the use of a cookie, a JavaScript tag and/or pixel, which is industry standard technology used by most major websites. The information collected by these service providers may include your devices IP address, user agent, email addresses (where hashed or otherwise rendered pseudonymous) and other user and device level pseudonymous information. Please keep in mind that your browser settings may not permit you to control the technologies utilized by these third-party companies.

Analysing sales and customer behaviour involves sharing information with our data marketing agency, as well as technology providers who help us understand how we can provide you with better products and a better service.

In all instances, we share only the minimum information required and we have agreements in place with all these partners to ensure that they treat your personal information with the same care that we treat it.

If you have indicated that you are happy to receive catalogues from like-minded brands, we will also share your information with data co-operatives.

They include Epsilon Abacus, a company that manages the Abacus Alliance on behalf of UK retailers. The participating retailers are active in the clothing, collectables, food & wine, gardening, gadgets & entertainment, health & beauty, household goods, and home interiors categories – and share information on what their customers buy. Epsilon Abacus analyses this pooled information to help the 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.

We also share your personal data with Experian Ltd for the purposes of managing a service called Club Canvasse, a home shopping and direct retailer data co-operative of which Hush is a member. By sharing information on what customers buy and pooling that with contributions from other members of the co-operative, the service allows us to better understand our customers and to communicate with you more effectively.

Please note, your personal information is not shared with any of the other members of the co-operative, and only aggregated data on the number and value of purchases is provided to members e.g. we will receive a report which states how many customers who have bought from us in the last 0-12mths, and who have also bought from other members of the co-operative in the last 0-12mths, or the last 24mths, last 36mths etc.

To understand more please click through to Experian’s website to understand more about their marketing services. Please note that when you click through to the Experian website, Hush’s privacy policy will no longer apply. Your viewing of their website is subject to that website’s own rules and policies, and Experian becomes responsible for the handling of the personal information they collect from you.

We will ordinarily send you an email confirming the order; a further email when the order has been dispatched (with tracking number); and, if you return any part of the order, an email confirming that you have been refunded.

In addition, you will receive an email about 10 days after you have placed the order from our independent review partner inviting you to leave a review of your purchases on our website.

We contact you by post (in the form of a catalogue) and/or by the email to show you our new collections, let you know about promotions, offer styling advice etc.

Where we have your permission, you will receive marketing emails and catalogues from us.

However, you have the right at any stage to change your mind and unsubscribe (or indeed resubscribe). Please see below for details.

If you no longer wish to receive marketing communications from us, we're committed to making it as easy as possible to unsubscribe.

Every marketing email we send has an unsubscribe link at the bottom.

If you are a registered user of our website, you can also log in to your account and adjust your marketing preferences.

If you no longer wish to receive marketing communications from us, we're committed to making it as easy as possible to unsubscribe.

Every catalogue you receive has instructions on the back about how to opt out of future mailings.

If you are a registered user of our website, you can also log in to your account and adjust your marketing preferences.

Alternatively, you can email us directly at catalogue@hush-uk.com to let us know if you don’t want to receive catalogue communications and we will adjust your preferences accordingly.

Please note that we will act on all requests as quickly as possible, but the nature of catalogue mailings in particular means that it may take a couple of weeks to take effect.

You have the right to know what personal data we hold and to request details of same.

You should make any request by email to dataprotection@hush-uk.com, or in writing to:

Data Protection Officer
Hush Homewear ltd
Maritime House
Old Town
Clapham
SW4 0JW

We will ordinarily provide the following free of charge and within 30 days of the request:

• Confirmation of what personal data we hold about you and where it is held;

• A copy of the data (if applicable);

• Any supporting documentation

However, please note that we may charge a fee if a request is deemed excessive or unfounded. We may also extend the time period to respond if the request is very complex or we are responding to numerous requests from you.

In either instance, we will contact you to explain the reason for any delay/fee.

In addition to the above right of access, you can normally ask us to provide a copy of any information in a commonly used machine-readable format.

You have the right to ask us to remove any personal information that you no longer want us to hold (unless we are required by law to retain it).

You should make any request by email to dataprotection@hush-uk.com (or by post to the above address).

We will delete or anonymise any information that is stored by us (or by any third party who processes the data on our behalf).

However, please note that we can only do this when an order is complete - and, after your data has been deleted, we will not be able to identify you, so we cannot accept any returns or answer questions around previous orders etc.

If you have any concerns about how we’ve handled your personal information, we invite you to contact our Data Protection Officer at dataprotection@hush-uk.com.

Alternatively, you can contact the UK Information Commissioner’s Office (ICO). You can find details about how to do this on the ICO website at  https://ico.org.uk/concerns/or by calling their helpline on 0303 123 1113.

You should make any request by email to dataprotection@hush-uk.com (or by post to the above address), specifying what information you believe to be incorrect and what the correct information is.

Please note that in all the above instances we may ask you to provide proof of your identity to ensure that you are the owner of the personal information in question. We reserve the right not to comply with the request if we are not satisfied that we have adequate proof of identity.

We keep your information on our databases in line with our company retention policy and as required to comply with any legislation, until you ask us to delete it or for as long as it is relevant. This means we will delete it for example if you have not interacted with us for a while and we believe you have no intention of doing so in the future.

The exact time period for keeping your personal information is kept under constant review.

We have security measures in place to restrict access to your personal information to maintain data integrity and to prevent data loss.

Your personal information can only be accessed or processed by employees of Hush or third parties with whom we have appropriate contractual arrangements.

We use technologies like SSL, password protection and encryption to ensure that it is stored and transmitted securely.

And we regularly review all procedures, including how – and how much - personal information is stored in order to minimise any risk.

However, while we will always do our best to keep your personal information secure, we cannot completely guarantee the security of information transmitted to us. For instance, if you use a password to access your account online, please make sure you keep the password to yourself. Any transmission of information is always at your own risk.