At Igel Mattress, we take your privacy seriously. This policy outlines how we collect, use, share and protect your personal information. Please read this policy carefully to understand our practices regarding your data.
What Information Do We Collect?
We collect information that helps us provide you with the best possible shopping experience. The personal information we collect depends on how you use our services.
Account Registration
When you create an account, we require basic details like your name, delivery address, email address and phone number. This allows us to set up and manage your account.
Orders and Payment
When you place an order, we collect relevant payment details to process your transaction. This may include credit/debit card or bank account details. We also collect contact details, delivery address and order details to fulfil your purchase.
Surveys and Feedback
We may contact you for voluntary surveys or to request feedback on your shopping experience. Any information provided is used strictly for internal analytics and improvement.
Website Usage
Our website uses cookies to distinguish you from other users and enhance your browsing experience. They collect general usage data, help with security and remember your preferences.
Marketing Preferences
If you opt-in to our marketing communications, we will collect details of the channels you consented to (email, SMS, post). You can update consent preferences in your account settings.
Correspondence
If you contact us directly via phone, email, chat or social media, we collect any information you volunteer in order to assist you.
Special Categories
We do not actively request or store any sensitive personal data revealing racial/ethnic origin, political opinions, religious beliefs or health. If any such data is provided voluntarily, we will seek explicit consent first.
Third Party Services
We may use trusted third party services for web analytics, marketing, payment processing and deliveries. We only share the minimum data necessary, and all processors are bound by strict data protection contracts.
Overall, we collect the bare minimum information needed to provide you with an exceptional shopping experience. Wherever possible, we allow you to share information voluntarily.
How Do We Use Your Information?
We use your personal data in the following ways:
- Account setup – To create and manage your online account with us.
- Orders – To process and fulfil orders, deliver products, communicate status updates and handle returns/exchanges.
- Service communications – To send service emails related to your purchases and account activity. Also for responding to your queries and other support needs.
- Marketing – To send promotional communications if you opt-in to our newsletter, product recommendations etc.
- Analytics – To track site traffic, understand user behaviours, personalise site content and improve our services.
- Security – Detecting and preventing fraud, spam, abuse and other issues to protect site security and your safety.
- Legal compliance – To comply with applicable laws, regulations, court orders, government requests etc.
We do not sell or rent your personal information to any third parties for marketing purposes. Whenever we share data with third parties, it is only to the extent necessary to fulfil the purposes above.
You have full control over your information. You can opt out of non-essential communications at any time in your account settings or via the ‘unsubscribe’ link.
How Do We Protect Your Data?
We implement robust physical, technical and administrative security controls to protect your personal information against unauthorised access, disclosure, use or modification. For example:
- Encryption of sensitive customer data
- Authentication protocols to verify identities
- Access controls on systems storing personal data
- Ongoing staff privacy and security training
- Regular audits and risk assessments of security practices
While we follow industry best practices to protect your data, no method of transmission or storage can ever be 100% secure. If you have any concerns about use or security of your data, please contact our Data Protection Officer.
Do We Share Your Information With Anybody?
We will never share, sell, rent or trade your personal information with any third parties for their marketing purposes.
The only times we share your data are:
- With your consent e.g. checking delivery slots with the courier.
- With trusted third party processors e.g. payment, fraud detection and web analytics services. These companies are carefully vetted, legally bound to data protection standards and only provided the minimum data needed to perform their functions.
- For legal compliance if required by law, regulation or court order.
- To enforce our policies, terms and agreements.
- During business transitions e.g. if we are acquired by or merged with another business.
We also reserve the right to de-identify data into anonymous statistics that can be used for legitimate business purposes like reporting and analytics.
Your Data Rights and Choices
You have the following rights and control over your personal data:
Access
You can request access to the personal data we hold about you. We will provide you with a copy of your data upon request.
Rectification
You can ask us to update or correct your personal data if it is inaccurate or incomplete.
Deletion
You can request that we delete your personal data from our systems. We will comply unless there is a valid legal reason for retaining the data.
Portability
You can ask for a copy of your data in machine-readable format. This allows you to transfer it to other services.
Restrict processing
You can ask us to restrict processing of your data if the request is valid under applicable laws.
Object to processing
You can object to any processing of your data for direct marketing purposes. We will cease this processing immediately.
Withdraw consent
You can withdraw your consent for us to process your data. This will not affect past processing but we cannot continue processing with your consent withdrawn.
File a complaint
You can file a complaint about our personal data practices with your local data protection authority.
To make any requests regarding your personal data, please contact our Data Protection Officer at the details below. We will respond to all valid requests within 30 days.
International Data Transfers
As a UK company, we store and process all data within the European Economic Area (EEA).
On rare occasions we may use third party tools or processors that store personal data outside the EEA, either in the US or globally like many digital services.
We have safeguards in place to allow these transfers:
- EU Model Clauses in our data processing agreements.
- Adherence to Privacy Shield requirements when sharing data with US-based third parties.
Data Retention
We retain your personal information as long as you maintain an active account with us.
Inactive accounts are deleted after a period of inactivity, but we may retain core profile data for analytics and record-keeping. This helps us understand long-term trends and user histories.
We also retain order data like invoices and shipping details for a number of years after purchase as required by financial regulations. This is stored securely with access restricted only to relevant personnel.
When personal data is no longer needed, we securely destroy it in irretrievable ways.
Policy Updates
This policy may be updated periodically as our personal data practices evolve over time. We will notify you of significant changes via email and our site. We also keep past versions of the policy archived.
Please revisit this page periodically to check for updates. The effective date below indicates when this version of the policy was last revised.
Contacting Us
If you have any questions about this policy or your rights, please contact our Data Protection Officer:
Email: [email protected]
Phone: 0333 444 5555
Post: Data Protection Officer
Igel Mattress
123 High Street
London
W1A 1AA
Effective Date: 1 January 2023
At Igel Mattress, your privacy and trust are paramount to us. Please contact us with any concerns or questions about this policy or use of your personal information.
