PRIVACY NOTICE & COOKIES

 

Like everywhere you shop online, Chalk Stream collects your personal information. Think of it as our way of getting to know you better. It means your orders are processed lightning-fast and we can send offers tailored to you, such as a reminder to get a refill when you’ve nearly runout of your hand wash for example. And if there’s a problem with your order (unlikely, but it does happen), it also means we can deal with it super-speedily.

Since we have your details, it only seems fair for you to have ours. Chalk Stream Beauty Ltd is a company incorporated in England and our company number is 15018256. We are the data controller registered with the Information Commissioner’s Office (ICO). When it comes to the information we have about you, we want to be totally upfront – honesty’s the best policy, after all. You can rest totally assured that we’re committed to protecting your privacy and the security of your personal information.

Still have a question? Feel free to contact us using our Contact us page.

What data we collect

We may collect the following data about you, and we’ve explained the lawful basis (in brackets) and purpose for doing so in each case:

• In order to process the orders that you place, send you email confirmations of your order, send those packages direct to your door, verify your payment details, or to process returns and refunds, we may use your name, address, email address and payment card information. We ask for your mobile number so that we can call or text you about your orders, but it’s optional anyway. It’s handy when the courier can’t find your address, for example, or if there is a problem with your order (contractual performance).
• We like to keep you in the loop so from time to time we’ll send you special offers and promotions by post, email or SMS messages (legitimate interests/ consent) using your name, address, email address, and / or mobile number.
• We also use your name, address, email address and payment card information for fraud prevention purposes, to verify you are really are who you say you are and not a nefarious individual who has pinched your credit card. (legitimate interests).
• We use your name, address, email address and telephone number in order to respond to your queries and occasional complaints (nobody’s perfect) (contractual performance; legitimate interests). We may also keep a record of these to inform any future communication with us, to demonstrate how we communicated with you throughout, to ensure that we provide you with the best possible service.
• We may use your email address, postcode and date of birth to send you survey and feedback requests to help improve our services. It helps us make our products or services better for you. (legitimate interests).
• Sometimes, we may need to use your name, email address and / or address to send you communications that are required by law or necessary to inform you about our changes to the services we provide you (legal obligations; contractual performance).
• In order to improve the products and services that we provide, we may use your personal data to invite you to participate in market research (legitimate interests).
• We like to know your date of birth – spoiler alert, but it means we might wish you a Happy Birthday (legitimate interests). It’s entirely up to you whether you tell us your date of birth, though.
• We always need to confirm that you’re over 18 so that we can legally enter into a contract with you (legal obligation).
• We may use your date of birth data for fraud prevention and detection, and research purposes (legitimate interests).
• We keep records of the live chats, telephone calls, emails and postal correspondence from you so we can provide you with great customer service and support (contractual performance). We may also use this data when training our staff, to make sure we continuously improve that customer service (legitimate interests).
• We use information about your device and how you use our website (including your IP address, device type) to continuously improve our website, to set default options for you, and to show you the correct content (for example language and currency). We may also use it to develop, test and improve the systems, services and products we provide to you by say, recording your browser’s Session ID to help us understand more when you leave us online feedback about any problems you’re having. This data is also used to prevent and detect fraud. We collect your IP address to learn more about how you use our website. IP address data allows us to analyse site usage and visitor numbers and see how our advertising performs (so we can understand what you like). We also use this information to improve our website, which makes our marketing more relevant to give you the best experience we can (legitimate interests).
• When you participate in a survey, competition or promotion, we use your data to run the activity. If we don’t use this data, you can’t win competitions or use promotions. We may also use this data in order to fulfil your prize if you’re a winner (legitimate interests/ consent).
• If you work with us as an influencer, we may collect your name, email address, address, images of you (and, if you work with Chalk Stream through paid partnerships and your children are included in your images, we’ll collect their images too). We use your name and email address to engage with you and to administer events. We may use your address to send presents to you, and we may post your images on our own social media pages and Chalk Stream websites (contractual performance).
• If you send us photographs of your kitchen, bathroom, and other rooms in your home (Chalk Stream in your place Promotion), these may be published on our website along with your name (consent).
• To protect our premises, assets and partners from crime, we operate CCTV systems at our offices and warehouse that record images for security and crime prevention (legitimate interests).
• If you interact with us on social media, we use this your social media username or identifier to help us respond to your comments, questions or feedback (legitimate interests).
• There may be situations where we are legally required to share your personal data, for example, when a court order is submitted to share it with law enforcement agencies or a court of law (legal obligation).
• Every now and then, we love to surprise and delight our customers by sending unexpected presents or treats. We may use your name, address or email address to do this (legitimate interests).
• If you don’t want to give us your data, you don’t have to. However, if you don’t, you may not be able to buy products from our website, and you are unlikely to receive our best customer service. It’s your call.
• You may elect to receive text messages from us. When you sign up to receive text messages, we will send you information about promotional offers and more. These messages may use information automatically collected based on your actions while on our sites and may prompt messaging such as cart abandon messages. To the extent you voluntarily opt to have Text notifications sent directly to your mobile phone, we receive and store the information you provide, including your telephone number or when you read a text message. You may opt out of receiving text messages at any time by texting “STOP” to our text messages. For more information about text messages, see our Terms and Conditions.
• If you’ve signed up to receive text messages from us either via our website or by sending a text message indicating your consent, you are providing your prior express written consent to receive recurring marketing or promotional Text messages from us. We will send you information about promotional offers and more. These messages may use information automatically collected based on your actions while on our sites and may prompt messaging such as cart abandon messages. To the extent you voluntarily opt to have Text notifications sent directly to your mobile phone, we receive and store the information you provide, including your telephone number or when you read a text message (consent).

We may receive personal data from the following categories of third parties:

• We may have received personal data from third parties including data brokers such as Epsilon and Experian where they have received the individual’s name from another company that has indicated they wouldn’t mind receiving direct mail from us. If this applies to you, you can contact us using any of the methods listed in our Contact Us section at any time and ask us to remove you from our mailing list. We’ll be happy to do so. Alternatively, if you’d like to opt-out directly from these companies, you can do so using the following methods:

           ■  Epsilon

                    Visit https://abacus.epsilon.com/services-privacy-policcy/
                    Email nomail@epsilon.com
                    Phone 020 8943 8049

           ■  Experian

                    Visit www.experian.co.uk/cip
                    Email customerservices@uk.experian.com
                    Phone 0115 828 6738