Caraselle Direct
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Freephone08000 199 309
Orderline: 08000 199 309
+44(0) 20 7267 5003
info@caraselledirect.com
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Europe's Leading Clothes Care Specialist Since 1982
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Privacy Policy - Caraselle Direct

Your Privacy Explained

This Policy explains when and why we collect personal information about people who visit our website, how we use it, the conditions under which we may disclose it to others and how we keep it secure.

At Caraselle, we're committed to protecting and respecting your privacy.

We may change this Policy from time to time so please check this page occasionally to ensure that you're happy with any changes. By using our website, you're agreeing to be bound by this Policy.

Any questions regarding this Policy and our privacy practices should be sent by email to info@caraselledirect.com or by writing to Caraselle Ltd, Units 4 - 5 Regis Road, Kentish Town London NW5 3EW. Alternatively, you can telephone +44(0) 20 7267 5003

We're Caraselle Ltd, a company limited by guarantee (no. 01662568). Our trading address is Units 4 - 5 Regis Road, Kentish Town London NW5 3EW

The law on data protection sets out a number of different reasons for which a company may collect and process your personal data, including:

Contractual obligations
In certain circumstances, we need your personal data to comply with our contractual obligations.

For example, if you order an item from us, we’ll collect your address details to deliver your purchase, and pass them to our courier.

Legal compliance
If the law requires us to, we may need to collect and process your data.

For example, we can pass on details of people involved in fraud or other criminal activity affecting Caraselle to law enforcement.

Legitimate interest
In specific situations, we require your data to pursue our legitimate interests in a way which might reasonably be expected as part of running our business and which does not materially impact your rights, freedom or interests. It is in our interest as a business to ensure that we provide you with the most appropriate products and services and that we continually develop and improve as an company. This may require processing your information to enable us to:

  • Identify new business opportunities and to develop enquiries
  • Send you relevant marketing information
  • Understand our customers’ actions, behaviour, preferences, expectations, feedback and financial history
  • Monitor the performance and effectiveness of products and services

For example, we will use your purchase history to send you or make available personalised offers.

We may use your email address to send you marketing information by email and products and offers that we think might interest you.

  • When you visit our websites, and use your account to buy products or download guides
  • When you make an online purchase and check out as a guest (in which case we just collect transaction-based data)
  • When you register to receive our newsletters
  • When you create an account with us
  • When you engage with us on social media
  • When you contact us by any means with queries, complaints etc.
  • When you ask us to email you information about a product or service.
  • When you enter prize draws or competitions
  • When you comment on or review our products
  • If you have a web account with us: your name, billing/delivery address, orders and receipts, email address, telephone number, IP address and information regarding what pages are accessed and when. For your security, we’ll also keep an encrypted record of your login password.
  • Details of your interactions with us
    • For example, we collect notes from our conversations with you, details of any complaints or comments you make, details of purchases you made, items viewed or added to your basket, voucher redemptions, web pages you visit and how and when you contact us.
  • Details of your shopping preferences.
  • Details of your visits to our websites, and which site you came from to ours.
  • Information gathered by the use of cookies in your web browser. Learn more about how we use cookies and similar technologies
  • If you purchase a product from us, your card information is not held by us, it is collected by our third party payment processor, Worldpay, who specialise in the secure online capture and processing of credit/debit card transactions. If you have any questions regarding secure transactions, please contact us.
  • Your comments and product reviews.
  • To deliver the best possible web experience we collect technical information about your internet connection and browser as well as the country where your computer is located, the web pages viewed during your visit and any search terms you entered.

We want to give you the best possible customer experience. One way to achieve that is to get the richest picture we can of who you are by combining the data we have about you.

We then use this to offer you promotions, products and services that are most likely to interest you. In the case of VIP or newsletter members, we’ll also offer you relevant rewards.

The data privacy law allows this as part of our legitimate interest in understanding our customers and providing the highest levels of service.

Of course, if you wish to change how we use your data, you’ll find details in the ‘Your Choices & Rights’ section below.

Remember, 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.

For example, if you’ve asked us to let you know when an item comes back into stock, we can’t do that if you’ve withdrawn your general consent to hear from us.

Here’s how we’ll use your personal data and why:

  • To process any orders that you make. 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 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 and so on.
  • To 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 throughout. 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 service and understanding how we can improve our service based on your experience.
  • To protect our business and your account from fraud and other illegal activities. This includes using your personal data to maintain, update and safeguard your account. We’ll also monitor your browsing activity with us to quickly identify and resolve any problems and protect the integrity of our websites. We’ll do all of this as part of our legitimate interest.
    • For example, by checking your password when you login and using automated monitoring of IP addresses to identify possible fraudulent log-ins from unexpected locations.
  • To process payments and to prevent fraudulent transactions. This also helps to protect our customers from fraud.
  • We may use your personal data, preferences and details of your transactions to keep you informed by email and web, text, telephone about relevant products and services including tailored special offers, discounts, promotions, events, competitions and so on. You are free to opt out at any time by contacting us by email: info@caraselledirect.com, by writing to Caraselle Ltd, Units 4 - 5 Regis Road, Kentish Town London NW5 3EW or you can telephone +44(0) 20 7267 5003. There is also an option to unsubscribe or edit your Preferences with every correspondence
  • To send you communications required by law or which are necessary to inform you about our changes to the services we provide you. For example, updates to this Privacy Notice, product recall notices, and legally required information relating to your orders. If we do not use your personal data for these purposes, we would be unable to comply with our legal obligations.
  • To comply with our contractual or legal obligations to share data with law enforcement.

We may analyse your personal information to create a profile of your interests and preferences so that we can contact you with information relevant to you. We may also use your personal information to detect and reduce fraud and credit risk.

We know how much data security matters to all our customers. With this in mind we will treat your data with the utmost care and take all appropriate steps to protect it.

We secure access to all transactional areas of our websites and apps using ‘https’ technology.

Access to your personal data is password-protected, and when you are using our secure online payment pages, your payment is processed by Worldpay, a third party payment processor, who specialises in the secure online capture and processing of credit/debit card transactions. If you have any questions regarding secure transactions, please contact us.

We review our retention periods for personal information on a regular basis. We are legally required to hold some types of information to fulfil our statutory obligations.

Whenever we collect or process your personal data, we’ll only keep it for as long as is necessary for the purpose for which it was collected.

At the end of that retention period, any statistical data will be anonymised, for example by aggregation with other data so that it can be used in a non-identifiable way for analysis and business planning.

Third Party Service Providers working on our behalf: We may pass your information to our third party service providers, agents subcontractors and other associated organisations for the purposes of completing tasks and providing services to you on our behalf (for example to process payments and send you mailings).

However, when we use third party service providers, we disclose only the personal information that is necessary to deliver the service and we have a contract in place that requires them to keep your information secure and not to use it for their own direct marketing purposes. Please be reassured that we will not release your information to any other third parties for them to use for their own direct marketing purposes.

When you are using our secure online payment pages, your payment is processed by Worldpay, a third party payment processor, who specialises in the secure online capture and processing of credit/debit card transactions. If you have any questions regarding secure transactions, please contact us. We may transfer your personal information to a third party as part of a sale of some or all of our business and assets to any third party or as part of any business restructuring or reorganisation, or if we’re under a duty to disclose or share your personal data in order to comply with any legal obligation or to enforce or apply our terms of use or to protect the rights, property or safety of our customers. However, we will take steps with the aim of ensuring that your privacy rights continue to be protected.

We sometimes share your personal data with trusted third parties. Here’s the policy we apply to those organisations to keep your data safe and protect your privacy:

  • We provide only the information they need to perform their specific services.
  • They may only use your data for the exact purposes we specify in our contract with them.
  • We work closely with them to ensure that your privacy is respected and protected at all times.
  • If we stop using their services, any of your data held by them will either be deleted or rendered anonymous.

Examples of the kind of third parties we work with are:

  • IT companies who support our website and other business systems.
  • Operational companies such as delivery couriers.
  • Direct marketing companies who help us manage our electronic communications with you.
  • Google/Facebook to show you products that might interest you while you’re browsing the internet. This is based on either your marketing consent or your acceptance of cookies on our websites. See our Cookies Notice for details.
  • Data insight companies to ensure your details are up to date and accurate.

We never share your data with third parties for their own marketing purposes.

We will not sell or rent your information to third parties.

To help personalise your journey through our websites we currently use the following companies, who will process your personal data as part of their contracts with us:

  • Google
  • Twitter
  • Instagram
  • YouTube
  • Facebook

Like many other websites, the Caraselle Ltd website uses cookies. 'Cookies' are small pieces of information sent by an organisation to your computer and stored on your hard drive to allow that website to recognise you when you visit. They collect statistical data about your browsing actions and patterns and do not identify you as an individual. For example, we use cookies to store your basket contents. This helps us to improve our website and deliver a better more personalised service.

It is possible to switch off cookies by setting your browser preferences. For more information on how to switch off cookies on your computer, visit our full cookies policy. Turning cookies of will result in a loss of functionality when using our website.

Our website may contain links to other websites run by other organisations. This privacy policy applies only to our website so we encourage you to read the privacy statements on the other websites you visit. We cannot be responsible for the privacy policies and practices of other sites even if you access them using links from our website.

In addition, if you linked to our website from a third party site, we cannot be responsible for the privacy policies and practices of the owners and operators of that third party site and recommend that you check the policy of that third party site.

We are concerned to protect the privacy of children aged 16 or under. If you are aged 16 or under please get your parent/guardian's permission beforehand whenever you provide us with personal information.

When you give us personal information, we take steps to ensure that it’s treated securely. Any sensitive information (such as credit or debit card details) is encrypted and protected with 128 Bit encryption on SSL. When you are on a secure page, a lock icon will appear in your web browser.

Once we receive your information, we make our best effort to ensure its security on our systems. Where we have given (or where you have chosen) a password which enables you to access certain parts of our websites, you are responsible for keeping this password confidential. We ask you not to share your password with anyone.

You have a choice about whether or not you wish to receive information from us. If you do not want to receive direct marketing communications from us then you can select your choices by ticking the relevant boxes situated on the form on which we collect your information.

We will not contact you for marketing purposes by email or phone unless you have given your prior consent. We will not contact you for marketing purposes by post if you have indicated that you do not wish to be contacted. You can change your marketing preferences at any time by contacting us.

An overview of your different rights

You have the right to request:

  • Access to the personal data we hold about you, free of charge in most cases.
  • The correction of your personal data when incorrect, out of date or incomplete.
  • For example, when you withdraw consent, or object and we have no legitimate overriding interest, or once the purpose for which we hold the data has come to an end (such as the end of a warranty).
  • That we stop using your personal data for direct marketing (either through specific channels, or all channels).
  • That we stop any consent-based processing of your personal data after you withdraw that consent.

You have the right to request a copy of any information about you and also to have that information corrected if it is inaccurate. You have a choice about whether or not you wish to receive information from us and to change your personal data or marketing preferences. To ask for your information or to make any changes please contact us.

If we choose not to action your request we will explain to you the reasons for our refusal.

Where we rely on our legitimate interest
In cases where we are processing your personal data on the basis of our legitimate interest, you can ask us to stop for reasons connected to your individual situation. We must then do so unless we believe we have a legitimate overriding reason to continue processing your personal data.

Direct marketing
You have the right to stop the use of your personal data for direct marketing activity through all channels, or selected channels. We must always comply with your request.

Checking your identity
To protect the confidentiality of your information, we will ask you to verify your identity before proceeding with any request you make under this Privacy Notice. If you have authorised a third party to submit a request on your behalf, we will ask them to prove they have your permission to act.

There are several ways you can stop direct marketing communications from us:

  • Click the unsubscribe link in any email communication that we send you. We will then stop any further emails
  • Write to Caraselle Ltd, Units 4-5 Regis Road, Kentish Town London NW5 3EW.

Please note that you may continue to receive communications for a short period after changing your preferences while our systems are fully updated.

The accuracy of your information is important to us. We’re working on ways to make it easier for you to review and correct the information that we hold about you. In the meantime, if you change email address, or any of the other information we hold is inaccurate or out of date, please contact us. You have the right to ask for a copy of the information we hold about you.

If you feel that your data has not been handled correctly, or you are unhappy with our response to any requests you have made to us regarding the use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office.

You can contact them by calling 0303 123 1113.
Or go online to www.ico.org.uk/concerns

If you are based outside the UK, you have the right to lodge your complaint with the relevant data protection regulator in your country of residence.

As part of the services offered to you through this website, the information which you provide to us may be transferred to countries outside the European Union (“EU”). By way of example, this may happen if any of our servers are from time to time located in a country outside of the EU. These countries may not have similar data protection laws to the UK. By submitting your personal data, you’re agreeing to this transfer, storing or processing. If we transfer your information outside of the EU in this way, we will take steps to ensure that appropriate security measures are taken with the aim of ensuring that your privacy rights continue to be protected as outlined in this Policy.

We hope this Privacy Notice has been helpful in setting out the way we handle your personal data and your rights to control it.

If you have any questions that haven’t been covered, please don't hesitate to contact us:

  • Email us at info@caraselledirect.com
  • Write to us at Caraselle Ltd, Units 4 - 5 Regis Road, Kentish Town London NW5 3EW
  • Alternatively, you can telephone +44(0) 20 7267 5003

We keep this Policy under regular review. This Policy was last updated in May 2018.

Need help? Tap here! 08000 199 309, 9-5 UK time