We want to give you the very best possible experience. One way to achieve that is to get the richest and most complete picture that we possibly can of who you are by combining the data we hold about you.
We then use this to offer you promotions and products that are most likely to interest you. In the case of members (those that create accounts with us), we’ll try to offer you relevant rewards.
The data privacy laws allow this as part of our legitimate interest in understanding our customers and providing the highest possible standards of service.
If you want to change how we use your data, you’ll find details in the ‘What are my rights?’ below.
If you choose not to share your personal data with us, or refuse certain contact permissions, we might not be able to provide some services you’ve asked for or expect.
Here’s how we’ll use your personal data and why:
- To process any orders 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. For example, your details may need to be passed to a third party to supply or deliver the product that you ordered, and we may keep your details for a reasonable period afterwards in order to fulfil any contractual obligations such as refunds, guarantees and so on.
For example, your details might be needed so they can be passed onto a third party to supply or deliver the product or service that you ordered, and we may keep your details for a reasonable period afterwards in order to fulfil any contractual obligations such as refunds, guarantees, warranties and so on.
- So we can respond to your queries, refund requests and complaints. Handling the information you sent enables us to respond. We may also keep a record of these to inform any future communication with us and to demonstrate how we communicated with you over time and with completeness. We do this on the basis of our contractual obligations to you, our legal obligations and our legitimate interests in providing you with the best possible service and understanding how we can improve our service based on your experience on our website and also on telephone calls with us or live chats.
- To send you email notifications when you place a product in your basket and you abandon your browsing before completing your checkout. We do this based on our legitimate interest. To provide you with tracking information so that you can follow your order. We do this under legitimate interest to enhance your customer experience and give you more information in relation to where your delivery is and when your order is likely to arrive.
- To protect our business and your account from fraud and other illegal activities. This includes using your personal data to maintain, update and protect your account. We’ll also keep an eye on your browsing activity with us to identify and fix any problems and protect the integrity of our websites. We will do this as part of our legitimate interest.
For example, by checking your password when you login and using monitoring of internet protocol (IP) addresses to identify possible fraudulent log-ins from unexpected locations.
- To process payments and to stop fraudulent transactions. We do this on the basis of our legitimate business interests. This also helps to protect customers from fraudulent activities.
- 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 is to protect the individuals we interact with from criminal activities.
- With your consent, or whenever you purchase with us and do not choose out of receiving our updates, we will use your personal data, preferences and details of your transactions to keep you informed by email, web, text, telephone about relevant products including personalised offers, discounts, promotions and competitions.
You are free to opt out of hearing from us by any of these channels at any time.
- To send you relevant, personalised communications by post in relation to updates, offers and products. We’ll do this on the basis of our legitimate business interest.
- To display the most interesting content to you on our websites, we’ll use data we hold about your favourite brands and/or products. We do so on the basis of your consent to receive for our website to place cookies or similar technology on your device.
For example, we may display a list of items you’ve recently looked at, or offer you suggestions based on your purchase history and any other data you’ve shared with us.
- To administer any of our prize draws or competitions which you enter, based on your consent given at the time of entering the event.
- To develop, test and improve the systems, services and products we offer to you. We’ll do this on the basis of our legitimate business interests.
For example, we’ll save your browser’s Session ID to help us understand more when you leave us online feedback about any problems that you’re having
- To comply with our contractual or legal obligations to share data with law enforcement agencies and authorities.
For example, when a court order is put forward to us to share data with law enforcement agencies or a recognised court of law.
- To send you survey and feedback requests to help improve our services. These messages will not include any promotional content and do not require prior consent when sent by email or text message. We have a legitimate interest to do so as this helps make our products and services more relevant to you.
- To build a rich and more complete picture of who you are, what you like and prefer, and to inform our business decisions, we’ll combine data captured from across our company, 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.
For example, by combining this data, this will help us personalise your experience and decide which inspiration or content to share with you. We also use anonymised data from customer purchase histories to identify trends in different geographical areas. This may then guide which products we display on localised websites and/or certain categories within them and other brands that we trade from.
- For our member or logged in area, to decide which information to show you, with the help of technological algorithms. We do so on the basis of your consent when you become a member by creating an account. If you don’t want to continue receiving offers, you’ll be unable to continue your account with us.
For example, if you consent through our website, we may use your shopping preferences to offer you tailored rewards.
- Sometimes, we’ll need to share your details with a third party who is providing a service (such as a delivery courier). Without sharing your personal data, we’d be unable to fulfil your request for a delivery on particular times and dates.
- Help inform business decisions for example which 3rd Party websites we partner with to make sure that our advertising reaches our customers.
Across Comfort Click, we record your interactions with us e.g. looking at how often you might shop with us or how much you spend. We do this to create a profile on how you interact with us and in turn, that can affect how we engage with you. For example, if you shop with us regularly, then this can affect what offers and rewards you may get from us. We rely upon our legitimate interest to undertake this activity.
When you purchase a product from us that is delivered by the manufacturer or supplier, we will pass on your contact details so that they can deliver your purchased product. The same with regards to warranties provided by the manufacturer or supplier of the product you purchased. We do this to make sure that we fulfil our contractual obligations to you.
If the manufacturers or suppliers wish to pass your details to other third parties, or use it for any other purpose, they must provide you with sufficient information about who they share your personal data with, and for what purposes they intend to use it, and in some cases they may be required to ask for your consent to do so. If they do not provide you with that information or collect your consent, and you are worried that they may have shared your personal data with someone else, you are entitled to contact them directly for further clarity.