Privacy Policy

1. Introduction

The following Privacy Notice explains the detail of personal data we may collect about you when you digitally communicate with us. We also detail how we store, handle and keep your data safe.

These are your rights under the 2018 General Data Protection Regulations. We hope the following information answer any questions you have, however, contact us if you have further questions.

We will need to update this policy from time to time and we’ll notify you of any significant changes.

2. Who are we?

In this Privacy Policy, references to “we” or “us” are to Elenoire Trading Limited, a company incorporated in England and Wales (with registered number 512958) whose registered office is at 5 Brayford Square, London , E1 0SG, United Kingdom.

3. Legal Basis

The General Data Protection Regulations sets out a number of different reasons for which a company may collect and process your personal data, including:

Consent

In specific situations, like letting us know you wish to receive notifications, newsletters or offers, we can collect and process your data with your consent.

When we collect your personal data, we’ll always make clear, which data is necessary in connection with a which service.

Contractual obligations

We need your basic data in order to complete our transactions with you – a prime example is your home address when we collect those address details and pass them to the couriers.

Legal compliance

If and as the law requires us to, we may need to collect and process your data. For example for passing on details of persons involved with criminal activity.

Legitimate interest

In specific situations, we keep your data to pursue legitimate interests in ways which are reasonable as part of running our business and which does not materially impact your rights, freedom or interests. For instance your purchase history may enable us to offer you specific offers based on your history with us.

4. How is Personal data collected?

• When you visit our website and use your account to buy products and services.
• When you create an account with us.
• When you engage with us on social media.
• When you join our loyalty scheme.
• When you contact us by any means with queries, complaints etc.
• When you ask one of our employees to email you information about a product or service.
• When you enter prize draws or competitions.
• When you fill in any forms.
• When you receive an e-receipt.
• When you’ve given a third-party permission to share with us the information they hold about you.
• We collect data from publicly-available sources (such as Land Registry) when you have given them your consent to share information or where the information is made public as a matter of law.

5. Collection of Data types

• If you have a web account with us: your name, gender, date of birth, billing/delivery address, orders and receipts, email and telephone number. For your security, we’ll also keep an encrypted record of your login password.
• Details of your interactions with us through contact online.
• Copies of documents you provide where necessary, to prove your identity in support of a purchase. (including your passport and driver’s licence). This will include details of your full name, address, date of birth and facial image. If you provide a passport, the data will also include your place of birth, gender and nationality.
• Details of your shopping preferences.
• Details of your visits to our website and which site you came from to ours.
• Information gathered using cookies in your web browser. Learn more about how we use cookies.
• Personal details which help us to recommend items of interest.
• We’ll only use your personal data for recommending items of interest and to fine tune your web visits and preferences to provide a better shopping experience.
• Payment card information.
• To deliver the best possible web experience, we collect technical information about your internet connection and browser as well as the country and telephone code where your computer is located, the web pages viewed during your visit, the advertisements you clicked on, and any search terms you entered.
• Your social media username, if you interact with us through those channels, to help us respond to your comments, questions or feedback.

6. Why do we collect your personal data

In order to give you the best possible customer experience.

One way to achieve this is to hone your preferences and web use so we can get a better image of you, our customer.

We then use this to offer you promotions, products and services that are most likely to interest you.
The data privacy law allows this as part of our legitimate interest in understanding our customers and providing the highest levels of service.

However, if you wish to change how we use your data, you’ll find details in the ‘What are my rights?’ section below.
Remember, if you choose not to share your personal data with us, or refuse certain contact permissions, we might not be able to provide the best selection or ways to view our products. i.e. for us to contact you when an item you are interested in comes back into stock.

Here’s how we’ll use your personal data and why:

• To process any orders that you make by using our websites. If we don’t collect your personal data during checkout, we won’t be able to process your order and comply with our legal obligations. Your details may need to be passed onto a third party to deliver the order and we may need to keep those details for a reasonable time to fulfil refund rights and guarantees.
• To respond to your queries, refund requests and complaints. We require contact details to respond to any queries you may have. Any communications between us need to be kept so we can understand the how we have communicated on an ongoing basis. Our contractual obligations to you, our legal obligations and our legitimate interests in providing you with the best service and understanding mean we need to retain data on your business and communication with us.
• To protect our business and your account from fraud and other illegal activities. This includes using your personal data to maintain, update and safeguard your account. We also monitor your browsing activity with us to quickly identify and resolve any problems and protect the integrity of our websites. We monitor your IP addresses to identify possible fraud and we do all of this as part of our legitimate interest. To process payments and to prevent fraudulent transactions. We do this on the basis of our legitimate business interests. This also helps to protect our customers from fraud.
• If we discover any criminal activity or alleged criminal activity through our use of fraud monitoring and suspicious transaction monitoring, we will process this data for the purposes of preventing or detecting unlawful acts. We aim to protect the individuals we interact with from criminal activities.
• With your consent, we will use your personal data, preferences and details of your transactions to keep you informed by email, web, text, telephone and through personal contact about relevant products and services including new footwear collections, trends, social events, competitions etc.

You are free to opt out of hearing from us by any of these channels at any time.

• To send you communications required by law or which are necessary to inform you about our changes to the services we provide you. For example, updates to this Privacy Notice and information required by law relating to your orders. These service messages will not include any promotional content and do not require prior consent when sent by email or text message. If we do not use your personal data for these purposes, we would be unable to comply with our legal obligations.
• To display the most interesting content to you on our websites, we’ll use data we hold about your most viewed or last viewed products. We do so, on the basis of legitimate interest to enhance the customers experience on our site.
• To administer any prize draw or competitions which you enter, based on your consent given at the time of entering.
• To evolve, test and improve our website and systems, services and products we provide to you. We do this on the basis of our legitimate business interests.
• To comply with our contractual or legal obligations to share data with law enforcement.
• To build a picture of who you are and what you like, and to inform our business decisions, we combine data across our business, third parties and data from publicly-available lists as we have described in the section ‘What Sort of Personal Data do we collect?’ We’ll do this on the basis of our legitimate business interest.

7. Using data to personalise communication to you

We want to bring you offers and promotions that are most relevant to your interests at particular times. To help us form a better, overall understanding of you as a customer, we combine your personal data gathered across our business as described above. For this purpose, we also combine the data that we collect directly from you with data that we obtain from third parties to whom you have given your consent to pass that data onto us – such as the Land Registry mentioned above.

8. Protecting your personal data

We know how much data security matters to all our customers. We treat your data with the utmost care and take all appropriate steps to protect it.

We have appropriate security measures in place to prevent personal information from being accidentally lost or used or accessed in an unauthorised way. We limit access to your personal information to those who have a genuine business need to know it. Those processing your information will do so only in an authorised manner and are subject to a duty of confidentiality.

We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.

We secure access to all transactional areas of our website using ‘https’ technology.

Access to your personal data is password-protected, and sensitive data (such as payment card information) is secured by SSL encryption.

We regularly monitor our system for possible vulnerabilities and attacks.

9. Personal data retention times.

Whenever we collect or process your personal data, we’ll only keep it for as long as is necessary for the purpose for which it was collected.

At the end of that retention period, your data will either be deleted completely or anonymised, for example by aggregation with other data so that it can be used in a non-identifiable way for statistical analysis and business planning.

10. Sharing your personal data.

We sometimes share your personal data with trusted third parties. They provide an integral part of the service we provide to you and support our business operations. Examples of the kind of third parties we work with are:

• IT companies who support our website and other business systems.
• Operational companies such as delivery couriers.
• Direct marketing companies who help us manage our electronic communications with you.
• Google/Facebook to show you products that might interest you while you’re browsing the internet. This is based on either your marketing consent or your acceptance of cookies on our websites. See our Cookies Notice for details.
• Google/Facebook to show lookalike audiences products that might be of interest while they are browsing the internet. This is based on either your marketing consent or your acceptance of cookies on our websites. See our Cookies Notice for details.

For fraud management, we may share information about fraudulent or potentially fraudulent activity in our premises or systems. This may include sharing data about individuals with law enforcement bodies.

We may also be required to disclose your personal data to the police or other enforcement, regulatory or Government body, in your country of origin or elsewhere, upon a valid request to do so. These requests are assessed on a case-by-case basis and take the privacy of our customers into consideration.

The following companies may process your personal data as part of their contracts with us:

• HSO
• DPD
• Collect+
• Royal Mail
• Parcelforce
• Google
• Facebook
• Twitter
• Narvar
• Apple

We take all reasonable steps to ensure these third parties use any personal data in strict accordance to the 2018 General Data Protection Regulations.

For further information please contact our Data Protection Officer.

11. Processing your personal data.

Where your personal data is transferred outside the EU, we take all reasonable steps to ensure that the protection offered by the GDPR travels with the data.

12. Your rights regarding your personal data.

An overview of your different rights

Under the General Data Protection Regulations, you have the right to request:

• Access to the personal data we hold about you, free of charge in most cases.
• The correction of your personal data when incorrect, out of date or incomplete.
• For example, when you withdraw consent, or object and we have no legitimate overriding interest, or once the purpose for which we hold the data has come to an end.
• That we stop using your personal data for direct marketing (either through specific channels, or all channels).
• That we stop any consent-based processing of your personal data after you withdraw that consent.
• Review by an employee of any decision made based solely on automatic processing of your data (i.e. where no human has yet reviewed the outcome and criteria for the decision).

You have the right to request a copy of any information about you that the Elenoire Trading Limited holds at any time, and also to have that information corrected if it is inaccurate. To ask for your information, please contact Data Protection Officer, Elenoire Trading Limited Limited, 5 Brayford Square, London, E1 0SG or email dataprotection@elenoire.co.uk. To ask for your information to be amended, please update your online account, or contact our Customer Services team.

If we choose not to action your request, we will explain to you the reasons for our refusal.

Your right to withdraw consent

Whenever you have given us your consent to use your personal data, you have the right to change your mind at any time and withdraw that consent.

Where we rely on our legitimate interest

In cases where we are processing your personal data on the basis of our legitimate interest, you can ask us to stop for reasons connected to your individual situation. We must then do so unless we believe we have a legitimate overriding reason to continue processing your personal data.

Direct marketing

You have the right to stop the use of your personal data for direct marketing activity through all channels, or selected channels. We must always comply with your request.

Checking your identity

To protect the confidentiality of your information, we will ask you to verify your identity before proceeding with any request you make under this Privacy Notice. If you have authorised a third party to submit a request on your behalf, we will ask them to prove they have your permission to act.

13. Stopping the use of your personal data for direct marketing

There are several ways you can stop direct marketing communications from us:

• Click the ‘unsubscribe’ link in any direct marketing email communication that we send you. We will then stop any further direct marketing emails.
• If you have registered online, sign in to your account, visit the ‘My Account’ area and update your communications options.
• Write to the Data Protection Officer, Elenoire Trading Limited Limited, 5 Brayford Square,London, E1 0SG or email dataprotection@elenoire.co.uk. Please note that you may continue to receive communications for a short period after changing your preferences while our systems are fully updated.

14. The Regulator

If you feel that your data has not been handled correctly, or you are unhappy with our response to any requests you have made to us regarding the use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office.
You can contact them by calling 0303 123 1113 or go online to www.ico.org.uk/concerns (opens in a new window; please note we can’t be responsible for the content of external websites)

15. Conclusion

We hope this Privacy Notice has been helpful in setting out the way we handle your personal data and your rights to control it.
If you have any questions that haven’t been covered, please contact one of the following:

• Email the Data Protection Officer at dataprotection@elenoire.co.uk
• Write to us at Data Protection Officer, Elenoire Trading Limited Limited, 5 Brayford Square, London , E1 0SG
• This Privacy Notice was last updated in January 2022