Definitions

In this Privacy & Cookies Policy, “Libby”, “Libby London”, “we” or “us,” “libbylondon.com” means Libby London Ltd. “Customer” or “You” means the person buying or requesting services and / or products from Libby London Ltd.

This Site is run by Libby London Ltd. For the purposes of applicable data protection laws, including the EU General Data Protection Regulation (“GDPR”) (as amended or superseded) Libby London is the “controller” of the personal information collected through the Site, by phone or in any Libby London store.

 

Privacy Policy 

General Information

Libby London is completely committed to protecting the privacy of our site visitors and customers. We respect your privacy rights and recognize the importance of protecting your personal information. Libby London team members are customers themselves of other internet sites and fully appreciate and respect the importance of privacy on the internet.

If you are under 16, we require that you inform a parent or guardian about Libby London’s Privacy Policy and Terms and Conditions as well as requiring their consent to the Privacy Policy and Terms and Conditions before registering or placing an order with Libby London.

This Privacy Policy does not apply to websites maintained by other companies or organisations to which we link.

We have adopted a corporate wide Privacy Policy that guides how we collect, store, and use the information that you provide us with. The following information is provided by us to enable our online visitors to be fully informed of our Privacy Policies.

By visiting libbylondon.com, you are accepting and consenting to the practices described in this Privacy & Cookies Policy and also in the Terms and Conditions Policy.

1. How we collect personal information

2. What information we collect and how we use it

3. Who we share your information with

4. Marketing opt-in and opt-out provision

5. How long we keep your information

6. Access and change of personal information

7. Information security

8. Changes to this policy

9. Further information

1. How we collect personal information

We will collect information provided by you when you use our site or visit our store. This could be when you:

– Make a purchase
– Set up an online account
– Respond to a survey
– Add yourself to our email subscriber list
– Enter a competition
– Give us feedback
– Book an appointment or service
– Request a catalogue
– Contact our customer service team
– Apply for or enquire about a role at Libby London
– Add yourself to a waitlist for an out of stock product
– Ask to be informed about new collections in store

We will also collect certain information automatically through our use of cookies on our site. Please see our Cookie Policy for more information.

2. What information we collect and how we use it

3. Who we share your information with

There may be circumstances where we may share some of your data with third parties. Below are the instances in which we may do this and to whom we share information with:

• In fulfilment of your order, we will share only relevant personal information with third party logistics providers and carriers for example DPD, DHL and Royal Mail.
• Credit card reference/clearing agencies or fraud prevention/detection agencies, for example, PayPal.
• If you make an enquiry to the customer services team via email or phone, your information will be stored in our emails and, sometimes, our private customer database on Dropbox. This allows us to manage your query efficiently and ensure the best possible customer service.

• If you have not opted-out of third party data sharing (there is a tick box at the checkout for you to check if you do not wish to be included in third party data sharing), we will share your order history with third parties such as Epsilon Abacus and Experian. You can find out more about this sort of data sharing by watching this video https://www.youtube.com/watch?time_continue=28&v=_2784r6KUcU. Should you change your mind about third party data sharing or wish to check whether your data is shared in this way, please email studio@libbylondon.com. Below is more information about the companies we work with for this purpose:

  • Abacus Epsilon (registered as Epsilon International UK Ltd), is a company that manages the Abacus Alliance on behalf of UK retailers and charities. The participating retailers are active in the clothing, collectables, food & wine, gardening, gadgets & entertainment, health & beauty, household goods, home interiors and travel categories. They share information on what their customers buy. Abacus Epsilon analyse this pooled information to help us and the other retailers understand consumers’ wider buying patterns. From this information, we (and others’) can tailor our communication, for example sending catalogues that should be of interest to the individual, based on what they like to buy. The companies 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.

  • Experian Ltd uses this data for the purposes of managing a service called Club Canvasse, a home shopping and direct retailer data co-operative of which Libby London are members. 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 customers and prospects and to communicate more effectively with them. To understand more please click through to their website here (http://www.experian.co.uk/marketing-services/consumer-information-portal/)

  • To find new customers for our business we are a member of a large co-operative of like-minded UK retail brands that pool and share transactional information. This process highlights spending patterns and allows us to identify suitable prospects to receive an offer or introduction from us via the post. Thus, we send postal offers and information only to prospective customers that are likely to be interested in buying from us. Co-op Member brands operate in numerous categories, including apparel, home and garden, collectables, food and wine, gadgets and gifts, entertainment, health and beauty, travel and leisure.

• Our partners who process data for us, for example Go Direct. Such companies process transactional information in an anonymised way for the purpose of business insight. They and their partners also process names and address for the purpose of mailing our catalogue and emails for the purpose of sending automated emails such as ‘Welcome Emails’ when you sign up to email.
• Outside research companies or consultants whom we may or may not ask to contact you directly for your opinions on our products and services. In these instances, we provide them with only the information they need to perform their function.
• We use the marketing services of Facebook Inc (including Instagram) to better target our communications. As part of this process, an email address is provided. For security reasons and to protect your personal information, this data is ‘Hashed’ meaning your personal data is replaced with a non-personal tag that enables us via Facebook to track site visitors and record sales without using your actual personal data. Please refer to our Cookie Policy. For more information about how we share information with Facebook and how you can opt-out. Facebook Inc has self-certified to both the EU-U.S. Privacy Shield and Swiss-U.S. Privacy Shield regarding the collection and processing of personal data from our advertisers, customers, or business partners in the European Union and lawfully transfers EU/EEA personal data to the U.S. pursuant to our Privacy Shield Certification.
• Your email address is shared with Klaviyo, a technology platform (ESP) that enables us to send marketing emails to those who have opted in. Klaviyo has self-certified to both the EU-U.S. Privacy Shield and Swiss-U.S. Privacy Shield regimes, and lawfully transfers EU/EEA personal data to the U.S. pursuant to our Privacy Shield Certification.
• Where there is a legal obligation to do so, we may disclose your information to any relevant regulatory body.
• We share Cookie data with Google. This helps us analyse site traffic and behaviour to improve our website performance. It also helps us to serve Google Paid Search Adverts to the most appropriate people, those most likely to want to find our website. Find out more about Cookies by reading our Cookie Policy. The parent company of the Google group, Google LLC, remains self-certified under Privacy Shield on behalf of itself and its wholly-owned U.S. subsidiaries.

We review the data protection standards of every company who process our data. All have contracts in place which set out how they meet the standards required for GDPR.

4. Marketing Opt-in and Opt-out Provision

Emails from Libby London
When you shop with Libby London, you will be given the option to opt-in to subscribing to our emails. You will be able to unsubscribe at any time by clicking the ‘unsubscribe’ link in the footer of the emails we send.

Catalogues from Libby London
We will send you our latest catalogue via post to your billing address unless you tell us not to. The easiest way to unsubscribe from our catalogue mailings is by emailing studio@libbylondon.com with your details. You will cease to receive any catalogues from Libby London. Please note, you may receive one more catalogue while this takes effect, for example, the catalogue may already be in the post to you.

Third Party Data Sharing
You will be given the opportunity at the online checkout to opt-out of us sharing your data with third parties such as Epsilon Abacus for the purpose marketing. If you would like to opt-out from sharing your information with third parties at any other time, please contact our customer service team at studio@libbylondon.com.

Cookies
We advertise via Facebook and Google who collect data from us via cookies to personalise the Ads you see across their platforms. Find out more in our Cookie Policy.
Should you have trouble unsubscribing from email, catalogues or changing your preferences regarding third party opt-in/out, please email us at studio@libbylondon.com or call customer service on + 44 (0) 207 720 6789.

5. How long we keep your information

Your data will be held for as long is necessary to fulfil obligations we have in relation to the purpose of us collecting the data. The retention period will vary depending upon the purpose.

For marketing purposes, we will keep your contact information as long as you subscribe to receiving communications.

We will keep order related information as long as necessary to fulfil regulatory obligations, for example, local tax laws.

6. Access and change of personal information

You have rights in relation to your data, what we hold and how we use it.

• You have the right to access the personal information we hold about you.
• You have the right to request changes to ensure the information we hold about you is accurate.
• You have the right to request that we delete your data.
• You have the right to unsubscribe from marketing messages at any time.
• You have the right to complain about the use of your personal information to the Information Commissioner’s Office.

Please contact our customer service team if you would like to make a request in relation to your data.
Alternatively, if you would like to make any requests in relation to your data, you may contact us by email at studio@libbylondon.com and we will process reasonable requests.

7. Information Security

Libby London takes all necessary and reasonable steps to maintain appropriate safeguards to ensure the security, integrity, and privacy of the information you have provided.

When you place an order or access your account information, we use a Secure Socket Layer (SSL) encryption which encrypts your information before it is sent to us, to protect it from unauthorised use. If SSL is enabled then you will see a padlock at the URL address panel of your browser and you can click on this to find out more information about the SSL digital certificate registration.

We process all payments using Sagepay and/or PayPal secure e-payments system (this includes Paypay Online as well as Paypal Here in store). This system ensures that all sensitive information is stored on a heavily encrypted database and protected by multiple firewalls.

In addition, libbylondon.com website maintains a PCI DSS Security Compliance Certificate from Trustwave Holdings Inc. keeping up with the latest security requirements.

The PCI Security Standards Council offers robust and comprehensive standards and supporting materials to enhance payment card data security. These materials include a framework of specifications, tools, measurements and support resources to help organizations ensure the safe handling of cardholder information at every step. The keystone is the PCI Data Security Standard (PCI DSS), which provides an actionable framework for developing a robust payment card data security process, including prevention, detection and appropriate reaction to security incidents

When personal information is transferred to third parties it is done so via a Secure File Transfer Protocol or secure file sharing method.

Information held internally is done so using 3rd party cloud storage, with appropriate levels of security for the information held.

Use of information is governed by strict internal policies which are constantly reviewed and updated as necessary. Our staff will have access to your information as would be reasonably expected for business purposes and to fulfil their roles, but are committed to the protection and confidentiality of your information.

8. Changes to this Policy

We may change this Policy from time to time. Please check regularly to stay informed about our information policies.

This Privacy Policy was last updated on 15th July 2020.

9. Further information

If you require further information about Libby London and our Privacy Policy please email studio@libbylondon.com, or call us on 0207 720 6789. 

You can also find out more about the law and your personal data on the Information Commissioner’s Office website https://ico.org.uk/for-the-public/

 

Cookies Policy 

About Cookies

Our site uses cookies which we can access when you visit our site in the future. A cookie is a small information file that is sent to your computer, mobile or other device when you visit a website and it will recognize your device on future visits. These types of files do a number of different jobs such as remembering your preferences and chosen items, assisting you to improve your site experience as well as trying to ensure that the adverts or offers you see online are more relevant to you. Cookies work in combination with content within the libbylondon.com website itself, to capture and remember information. For instance, cookies are used to remember and process items in your shopping cart. Cookies cannot harm your computer and do not contain any personal or private information such as your name, address or payment information.

These “cookies” can be divided into 4 types each of which is outlined below:

1. Website Functionality Cookies

Website functionality cookies are essential in order to enable the site to provide services requested such as remembering shopping bag items and processing orders in “Shop”, from cart to checkout.

2. Website Analytics Cookies

Website analytics cookies measure and analyse how our customers use the website. This allows us to continuously improve our website and your shopping experience. Website analytics cookies collect anonymous information on how people use the site and the data is merged with other users to enable us to improve how the site operates. For example, we utilise Google Analytics cookies to help us understand how customers arrive at our site, browse or use our site and highlight areas where we can improve areas such as navigation, shopping experience and marketing campaigns. The data stored by these cookies never shows personal details from which your individual identity can be established.

3. Customer Preference Cookies

Customer preference cookies remember choices you make such as language, search parameters such as size, colour or product line. These can then be used to provide you with a simpler browsing experience, more appropriate with your selections, customizing your visits so that they are easier and more pleasant to navigate.

4. Advertising Cookies

Advertising cookies are used to deliver adverts relevant to you. In addition, they limit the number of times you see an advertisement as well as help us measure the effectiveness of our advertising campaigns.

By using our website you agree that we can place these types of cookies on your device and access them when you visit the site in the future. You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You can change the settings on your browser to prevent cookies being stored on your computer or mobile device without your explicit consent. Your browser “help” section will normally provide details on how to manage the cookie settings. Each browser is a little different, so look at your browser “Help” menu to learn the correct way to modify your cookies.

Information on deleting or controlling cookies is available at https://ico.org.uk/for-the-public/online/cookies/. If you turn cookies off, you won’t have access to many features that make the Libby London’s website more efficient and some of our services will not function properly. As cookies are used to track shopping basket items through the order process, it will not be possible to place on order. Please note that by deleting our cookies or disabling future cookies you may not be able to access certain areas or features of our site.

Further information 

If you require further information about Libby London and our Privacy Policy please email studio@libbylondon.com, or call us on 0207 720 6789.