Flowers Silvertown Customer Privacy Policy

Our Commitment to Your Privacy

At Flowers Silvertown, safeguarding your personal data is a top priority. This Privacy Policy outlines how we collect, use, and protect your information in accordance with the General Data Protection Regulation (GDPR). The policy is applicable to all individuals placing orders with Flowers Silvertown in Silvertown and surrounding districts.

Who We Are

Flowers Silvertown is a provider of floral arrangements, bouquets, and related services to customers in Silvertown and adjacent districts. For the purposes of data protection legislation, we act as the data controller regarding your personal information.

What Data We Collect

We collect different types of personal data from you when you place an order or interact with our services. This includes:

• Identity Data: Your full name & title
• Contact Data: Delivery address, billing address, telephone number, and any other contact details you provide
• Order Details: Information about the items you order, special instructions, and recipient names/addresses if you send flowers to another party
• Transaction Data: Payment method, payment confirmations, and order history (note: we do not store full card numbers)
• Technical Data: Internet Protocol (IP) address, session cookies, and browser information (collected automatically via our website for security and performance)
• Communications Data: Records of customer service interactions, queries, and feedback

We do not collect personal data from children or knowingly process sensitive data such as health or religious information unless explicitly provided (e.g. allergy information for specific orders).

Lawful Basis for Processing

Under GDPR, we are required to have a lawful basis to process your personal data. Flowers Silvertown processes personal data on the following grounds:

• Contractual necessity: To fulfill your flower order, communicate about delivery, and provide customer support
• Legal obligation: Retaining necessary documentation for accounting and tax compliance
• Legitimate interests: To understand purchasing trends, protect our business from fraud, and improve our services, provided that these interests do not override your fundamental rights
• Consent: For sending marketing materials (only if you have chosen to opt in)

How We Use Your Data

Your personal data will be used for the following purposes:

• To process and deliver your flower orders
• To communicate order confirmations, updates, and delivery notifications
• To respond to your queries or handle complaints
• For internal record keeping and business analytics (aggregated and anonymised where possible)
• For compliance with legal and regulatory requirements

Sharing and Data Processors

We may provide access to your data only to trusted third-party processors where necessary for business operations and only to the extent required. These may include:

• Payment service providers who process your payments securely
• Delivery partners or couriers involved in fulfilling your delivery
• IT support and website hosting providers who ensure our systems remain safe and functional
• Professional advisers, such as accountants or tax consultants, for compliance purposes

These processors are contractually bound to act solely on our instructions and to keep your information confidential and secure. We do not sell or rent your personal data to any third parties.

Data Retention

We retain your personal data only for as long as necessary to fulfill the purposes we collected it for, including for satisfying any legal, accounting, or reporting obligations. Typically, order details and related records are stored for a period of up to six years following your most recent transaction, after which your data will be securely deleted or anonymised. Communications and service records may be kept as long as they are relevant for resolving queries or issues.

Data Security

We are committed to ensuring your information remains secure. Appropriate technical and organisational measures are in place to protect your data from loss, misuse, or unauthorised access, including encrypted storage, secure payment processing, and regular audits of our systems. Access to your data is strictly limited to individuals who need it for business operations.

Your GDPR Rights

You are entitled to certain rights regarding your personal data under the GDPR, including:

• The right of access: Ask for a copy of the personal data we hold about you
• The right to rectification: Request correction of any data that is inaccurate or incomplete
• The right to erasure: Ask for your personal data to be deleted, when there is no compelling reason for us to continue processing it
• The right to restrict processing: Request a temporary halt to processing your data in certain circumstances
• The right to data portability: To receive a copy of your data in a structured, machine-readable format and transmit it to another controller
• The right to object: To object to the processing of your data for direct marketing or other legitimate interests
• Right to withdraw consent: Where we rely on your consent, you can withdraw it at any time

To exercise any of these rights, you may contact us using the methods provided on our website. We will respond to all legitimate requests as required by law and within the relevant statutory timeframes.

International Data Transfers

All customer data is stored securely within the United Kingdom or the European Economic Area (EEA). Should it be necessary to transfer data outside these areas (for example, if a third-party processor is located elsewhere), we will ensure suitable safeguards are in place to maintain adequate protection as required by GDPR.

Policy Updates

This Privacy Policy is subject to change to reflect improvements or changes in how we process your data or to comply with legal requirements. Customers are encouraged to consult this policy regularly to stay informed about how we protect your personal information.

Contact Us

If you have any concerns, queries, or wish to exercise your data rights, please use the contact channels outlined on our website to get in touch with our Data Protection Representative. We are committed to addressing your enquiries promptly and transparently.