Privacy Policy

The White Company is committed to respecting and protecting your privacy. We collect personal information for a variety of reasons to provide the best service we can. This policy explains how we do this.

Just to explain briefly what this policy contains:

The White Company (UK) Ltd is based at The White Company, 2 Television Centre, 101 Wood Lane, London, W12 7FR. Our Company Registration Number is 2998082. We are registered as a Data Controller with the Information Commissioner’s Office who are the supervisory authority for all data protection matters. This means that we decide why and how your personal information is processed.

The main reason we collect personal information is to fulfil your order with us and facilitate any returns, the lawful basis is: Contract. We also capture information when you visit our stores or social media pages and through our emails, app and website and our mobile app (which uses cookies and similar technologies to learn how we can offer better services for you and other customers). We aim to offer transparency around the use of your data and will only process personal data in accordance with applicable privacy laws including the UK General Data Protection Regulation 2018 and the Data Protection Act 2018.

We rely on different legal reasons to send marketing to you depending on the circumstances. Where the law permits, we send postal and email/SMS correspondence that we consider to be a service related communication, that will not unduly impact on your rights and that you can opt-out from by unsubscribing from email communications, by changing your profile settings within your account or by contacting our Customer Services. We take our data protection obligations seriously and where the law requires us to ask for your consent to send marketing by email/SMS, we will always do so.

When, and only when you have given us permission, we share your details with other partners and service providers, for them to market to you.

For UK and EU customers we do not currently share any or your personal information outside the UK or EU. We may process personal information from US customers, and use it for marketing purposes where you have opted in to receiving marketing information. We have sites covering Europe which are covered by the appropriate security measures so you can always expect a similar level of protection of your personal information. We may need to update this Privacy Notice from time to time. The latest update will be shown on the website at www.thewhitecompany.com.

We receive personal information about you that you give to us, that we collect (including automatically) from your visits to our stores, site and social media pages and that we obtain from other sources. We only collect personal information which we need and that is relevant for the purposes for which we intend to use it.

Personal information that you give to us – in store, online, by phone, social media and email:

We collect the following information if you choose to give it to us in connection with your account registration, in-store visits, purchases, general enquiries, our social media pages or when exercising your legal rights, corresponding with us by phone, email or other means, and is provided by you entirely voluntarily. There are some circumstances where we need the information, for example, where you have placed an order with us, we need to know where to deliver your order and to be able to take payment from you. The information you provide to us is voluntary, however if you don’t provide us with this information, we may be unable to provide our services to you or be unable to interact with you in the way you would expect. We collect:

• Your name, title and contact details (email address, telephone (including mobile) number, postal address, social media handle);
• Any information you include in correspondence you send to us or in forms you submit to us at our stores or when using our site or social media pages;
• Details of your orders and purchases;
• Your marketing preferences;
• The opinions and other information you provide when responding to customer surveys product and customer reviews;
• Any personal information included in your entries to competitions that we run;
• Your identification information when exercising the rights that you have in relation to our processing of your personal information (see further ‘Your rights in relation to your personal information’ below)
• Details of any transactions between you and us;
• Voice recordings of calls you make to our customer service centre and information you give us when you contact us with a query or issue;
• Your payment card details and, in relation to certain refunds, your bank account details; and
• Information you give to us when you contact us with a query or issue.

From stores, the site and from other sources such as payment providers and social media.

• Footage of you and your shopping companions will be recorded and monitored (including your/their physical appearance) on CCTV; and
• The frequency of your use of vouchers and gift cards.

• The frequency of your use of voucher and discount codes;
• The internet protocol (IP) address of your device and details regarding the type of device and browser software you use to access the site;
• Details of your use of our site, namely, traffic data, weblogs and statistical data, including where and when you clicked on certain parts of our site and details of the webpage from which you visited it;
• The date and time you used our site;
• The pages you visited on our site and how long you visited us for;
• The website address from which you accessed our website;
• Details regarding when and how you consented or otherwise agreed to receive marketing communications from us (including the date you did so); and
• Cookie, pixels and beacon identification information (for more information please see our Cookie Policy)

• From you when you ring our customer services team to place an order
• Where we have legally sourced information from 3rd parties such as payment and delivery service providers, advertising networks, social media platforms, analytics service providers, customer review providers, retail solutions and search information providers.
• From customers when you supply your details to make a delivery of a gift to you
• From automated technologies such as Cookies when you use our website. See our Cookie Policy.

We use your personal information for a variety of reasons. We rely on different legal grounds to process your personal information, depending on the purposes of our use and the risks to your privacy.

• To contact you via email or SMS with marketing information about news and exciting offers relating to our products. For example, we rely on consent where you sign up to receive email newsletters by entering and submitting your email address. Where we send marketing information to you after presenting an opt-out option to you, we do so based on our legitimate interests, and not on the basis that we have obtained your consent;
• To contact you to reconfirm your marketing preferences from time to time;
• To contact you via SMS to confirm your delivery if required;
• To manage and serve in-store customers more effectively when you consent to using our queue management system

• To keep a record relating the exercise of any of your rights relating to our processing of your personal information;
• To take any actions in relation to health and safety incidents required by law; and
• To handle and resolve any complaints we receive relating to the services and products we provide.

• To fulfil your orders, purchases and other transactions
• To run competitions from time to time and distribute prizes

• To promote our brand
• To send marketing information to you after presenting an opt-out option to you
• Measure the reach of our marketing
• Judge the effectiveness of our campaigns
• Enhance your customer experience
• To facilitate the ‘Refer a Friend’ service should you sign up to it
• To operate the administrative and technical aspects of our business efficiently and effectively
• To operate the administrative and technical aspects of our business efficiently and effectively
• For the prevention of fraud and other criminal activities

Remember at the time we first collect your details we will give you an option to opt-out and stop us sending you electronic marketing information and this option will be repeated in every subsequent electronic marketing message to you.

We will use your personal information to send marketing information to you. You have the right to object to us sending you this information at any time.

• If you have requested to receive such marketing information from us by opting-in (you may withdraw your consent at any time); or
• In relation to marketing by post or email/SMS only, if we have obtained your contact details in the course of you placing an order or making a sales enquiry, and you have not objected to receiving such marketing communications from us. In this case, we will only use your contact details to send you email marketing communications that are based on similar products or services that you purchased from us (you will always have the opportunity to opt out at any time).
• We will also share your personal information with our commercial partners for them to send marketing by post to you where you have not objected. You may ask us to stop sharing your personal information with those partners at any time. Once the information has been shared with them, they will be the controllers of the personal information they receive and will be responsible to you for that information. You will need to use the unsubscribe options they provide or contact those partners to opt out of receiving further marketing information from them.
• The marketing we will send to you will contain information about our products, events, product launches, exciting offers (including discounts, competitions and other promotions) and services. When you have not engaged with our marketing material for a while, we will contact you to reconfirm your marketing preferences.
• We try to tailor any marketing material that we send to you for example by notifying you of special offers or promotions that will be of relevance to you, apply to your interests and in your location (we do this by monitoring your browsing and online and offline shopping habits and providing information on products you have viewed and related products). If you do not wish to receive communications from us, please inform us by using the unsubscribe link inside the email, by sending an email to services@thewhitecompany.com or by changing your profile settings from within your account.
• Facebook – we work with Facebook Conversion API (CAPI) to help us better understand how you interact with our website. We share with Facebook information, including name, email, phone, address, website visits and product purchases. The information allows us to measure the impact of our advertisements on the website’s conversions, allowing us to improve advertising targeting, improving the customer experience. Your personal data is handled in a secure manner using a technique called hashing. This ensures your data is scrambled in a manner that makes it unreadable to anyone other than the intended recipient for the explicit purpose given. Facebook is responsible for their part of the processing as controllers, including the transfer of personal data to non EEA countries. The lawful basis for processing marketing data is legitimate interest as a business, to promote our marketing to you.

If you opt-out of receiving marketing communications from us (or we ask you to reconfirm your preferences and you do not respond), we will keep your email address on our suppression list indefinitely to ensure that we comply with your wishes. Please see further ‘The Periods for Which We Retain Your Personal Information’ below.
   
If after 2 years from the point you have had no interaction with our marketing emails/SMS we will email or text you to see if you want to remain on our marketing database and if you do not reply positively we will remove you from the list and place your details on our marketing suppression list.

For all customers who shop within the UK or European Area (EA) we do not transfer any personal information outside of Europe. If we do so in the future, we’ll let you know and take measures to protect your personal information.

• For those customers who shop in the USA and also in the UK we will transfer information to our US partners to ensure your purchase is delivered successfully. We will also on occasion, and only where you have agreed, transfer your personal information to marketing agencies in the United States of America.
• All information you provide to us is stored on our secure servers which are located within the UK or the EEA.
• If at any time we transfer your personal information to, or store it in, countries located outside of the EEA (for example, if our hosting services provider changes) we will amend this policy and notify you of the changes.
• We will also ensure that appropriate safeguards are in place for that transfer and storage as required by applicable law. This is because some countries outside of the UK and EEA do not have adequate data protection laws equivalent to those in the UK or EEA.
• If we transfer your personal information to the United States of America, we will rely on Model Contract Clauses as approved by the European Commission (or such other framework that may replace it from time to time) or for which we have an alternative safeguard is in place in accordance with applicable law. Where they apply to our data transfer activities, we may rely on future adequacy decisions by the European Commission or UK Government about certain countries for data transfers to countries outside the UK and EEA.

We take the security of your personal information seriously and use a variety of measures based on good industry practice to keep it secure. Nonetheless, transmissions over the internet and to our site and our social media pages may not be completely secure, so please exercise caution. When accessing links to other websites, their privacy policies, not ours, will apply to your personal information(dropdown)We employ security measures to protect the personal information you provide to us, to prevent access by unauthorised persons and unlawful processing, accidental loss, destruction and damage.

• We use Internet standard encryption technology ("SSL" or "Secure Socket Layer" technology) to encode personal information that you send to us when placing an order through the site. To check that you are in a secure area of the site before sending personal information to us, please look at the bottom right of your website browser and check that it displays an image of a closed padlock or an unbroken key.
• The transmission of information via the internet is not completely secure. Although we will do everything possible to protect your personal information, we cannot guarantee the security of any personal information during its transmission to us online. You accept the inherent security implications of using the internet and will not hold us responsible for any breach of security unless we are at fault.
• If you are using a computer or terminal in a public location, we recommend that you always log out and close the website browser when you complete an online session for your security. In addition, we recommend that you take the following security measures to enhance your online safety: (i) when creating a password, we recommend use at least 8 characters with a combination of letters and numbers; (ii) we recommend you frequently change your password – you can do this by going to “My Account” and clicking “Change name, email or password”; (iii) keep your passwords private – remember, anyone you knows your password may access your account; and (iv) avoid using the same password for multiple online accounts. We will never ask you to confirm any account or credit card details via email. If you receive an email claiming to be from The White Company asking you to do so, please ignore it and do not respond.
• Our site, emails and social media pages may contain links to other websites run by other organisations which we do not control. This policy does not apply to those other websites, so we encourage you to read their privacy policies. We specifically disclaim responsibility (even if you access them using a link that we provide) for their content, privacy policies and privacy practices and terms of use, and we make no endorsements, representations or promises about their accuracy, content or thoroughness. Your disclosure of personal information to third party websites is at your own risk.
• If you linked to our site from a third party website, we cannot be responsible for the privacy policies and practices of the owners and operators of that third party website and recommend that you check the privacy policy of that third party website.

We will not hold your personal information in an identifiable format for any longer than is necessary for the purposes for which we collected it. For certain purposes we retain your personal information (e.g. to surpress marketing messages where you have opted out), otherwise to establish, bring or defend legal claims, we only retain your personal information in accordance with our data retention policy and relevant statutory data retention periods that apply. For example:

• We keep your personal information for no longer than necessary to fulfil the purposes for which the information is processed. We process personal information in accordance with our Data Retention Period and relevant statutory data retention period that may apply.

• The law requires us to hold your personal information for a longer period, or delete it sooner;
• You exercise your right to have the information erased (where it applies) and we do not need to hold it in connection with any of the reasons permitted or required under the law (see further Your Rights In Relation To Your Personal Information below);
• We bring or defend a legal claim or other proceedings during the period we retain your personal information, in which case we will retain your personal information until those proceedings have concluded and no further appeals are possible;
• We archive the information, in which case we will delete it in accordance with our deletion cycles which are based on good industry practice; or
• You exercise your right to require us to retain your personal information for a period longer than our stated retention period (see further Your Rights In Relation To Your Personal Information below).

Our services are not intended for use by children (individuals under the age of 18 years). We ask for parental consent from users under the age of 18. Please see further our Terms and Conditions .

Please check this page regularly for changes to this policy. This policy was last updated on 6th February 2023 the date that appears at the beginning of this policy on our site.

You can contact us with your queries in relation to this policy or for any other reason by post, email or by phone.
   
Please email us at services@thewhitecompany.com or call us on 020 375 89 222 (Monday – Friday 8.00am to 10.00pm, Saturday 9am to 5pm, Sunday 10am to 4pm). You can also contact our Data Protection Officer at DPO@thewhitecompany.com
   
The White Company (UK) Ltd company registration number is 02998082 and registered office address is 2 Television Centre, 101 Wood Lane, London, W12 7FR.