PRIVACY POLICY

Benkes of England is a trading name and registered trade mark of Addica Limited.

Addica Limited is the controller responsible for the personal information described in this policy.

Addica Limited is registered in England and Wales under company number 00967390. Our registered office is 124 High Street, Bromsgrove, England, B61 8HJ.

Our trading address is:

Unit 1 Buntsford Hill Business Park
Buntsford Park Road
Bromsgrove
West Midlands
B60 3DX
United Kingdom

Email: sales@benkes.co.uk
Telephone: +44 (0)1527 509380

Depending on how you interact with us, we may collect:

• your name, billing address and delivery address;
• your email address and telephone number;
• account login and account-management information;
• order, payment, delivery, return and refund information;
• engraving, personalisation and bespoke-enquiry details;
• communications sent through our contact forms, email or telephone;
• newsletter subscriptions and marketing preferences;
• information about how you use our website;
• your IP address, browser, device and approximate location information;
• cookie identifiers and analytics information;
• information used to detect fraud, misuse or security threats; and
• any other information you choose to provide.

Please do not include unnecessary sensitive personal information in an engraving instruction, enquiry or order note.

Payments are processed by external payment providers.

We do not normally receive or store your complete payment-card number or security code. Our payment providers process payment information according to their own privacy and security requirements.

We may receive limited information relating to the payment, such as its status, payment method, transaction reference and limited card details.

We collect personal information:

• directly from you when you place an order, create an account, contact us, complete a form or subscribe to marketing;
• automatically through cookies and similar technologies when you use the website;
• from payment, fraud-prevention and identity-verification providers;
• from delivery and logistics providers;
• when another person places an order for delivery to you; and
• from advertising, analytics or social-media services where permitted by your settings and applicable law.

Orders and contracts

We use your information to:

• process and administer orders;
• take and verify payment;
• provide engraving, personalisation or bespoke services;
• arrange delivery;
• manage cancellations, returns, refunds and complaints; and
• contact you about an order.

Our lawful basis is that the processing is necessary to enter into or perform a contract with you.

Where another person orders a gift for you, we may use your name, address and contact details as necessary for our legitimate interest in fulfilling and delivering that order.

Customer service and enquiries

We use information to answer enquiries, provide customer support and maintain records of communications.

Our lawful basis is performing a contract or taking requested steps before entering into a contract. In other cases, we rely on our legitimate interest in operating the business and providing customer service.

Legal, accounting and regulatory obligations

We use and retain information where necessary to maintain tax and accounting records, respond to legal claims, prevent unlawful activity and comply with our legal obligations.

Our lawful bases are compliance with a legal obligation and, where applicable, our legitimate interest in protecting the business and establishing or defending legal claims.

Website security and fraud prevention

We may process technical, account, order and payment information to protect customers, identify suspicious activity, prevent fraud and keep the website secure.

We rely on our legitimate interests in protecting our customers, website and business, and on legal obligations where applicable.

Website analytics and improvement

Where required, we use analytics and non-essential cookies only after obtaining your consent.

We use this information to understand website performance, diagnose problems and improve our services. Further information is available in our Cookie Policy.

Marketing

If you subscribe to our newsletter or otherwise provide valid consent, we use your email address and marketing preferences to send news, offers and product information.

You can unsubscribe at any time by using the link in a marketing email or contacting us.

Where the law permits us to rely on the existing-customer “soft opt-in”, we may send marketing about similar products or services after giving you a clear opportunity to object. We will always provide an unsubscribe option.

Some information is required so that we can enter into and perform a contract with you, including your name, contact information, delivery address and payment information.

If you do not provide required information, we may be unable to process or deliver your order.

We do not sell your personal information.

Where necessary, we may share information with:

• website hosting, ecommerce and IT-support providers;
• payment processors, banks and fraud-prevention providers;
• Royal Mail, DPD and other delivery or logistics providers;
• email and newsletter service providers;
• website analytics, advertising and search services where consent is required and has been obtained;
• professional advisers, insurers, auditors and accountants;
• government departments, regulators, courts, law-enforcement agencies or other authorities where required; and
• a purchaser, investor or adviser involved in a proposed sale, restructuring or transfer of the business.

Service providers may use personal information only as permitted by their agreements with us and applicable law.

Some service providers may process personal information outside the United Kingdom.

Where personal information is transferred internationally, we take steps intended to ensure that an appropriate level of protection applies. Depending on the destination, this may include:

• transferring information to a country covered by UK adequacy regulations;
• using the United Kingdom International Data Transfer Agreement;
• using the UK Addendum to approved standard contractual clauses; or
• relying on another lawful transfer mechanism.

You may contact us for further information about safeguards relevant to your personal information.

We keep personal information only for as long as reasonably necessary for the purposes described in this policy, including legal, tax, accounting, warranty, fraud-prevention and dispute-resolution requirements.

In general:

• order, payment, invoice and accounting records are normally retained for up to seven years;
• customer-service, return and complaint records are normally retained for up to seven years where connected with an order;
• general enquiries that do not lead to an order are normally retained for up to two years;
• account information is retained while the account remains active and for a reasonable period afterwards;
• marketing information is retained until you unsubscribe or we determine that it is no longer required;
• a limited suppression record may be retained after unsubscribing to ensure that we honour your request; and
• cookie and analytics information is retained for the periods described in our Cookie Policy or the applicable cookie tool.

We may keep information for longer where reasonably necessary for a legal claim, investigation or regulatory requirement.

Depending on the circumstances, you may have the right to:

• request access to your personal information;
• ask us to correct inaccurate or incomplete information;
• ask us to erase your information;
• ask us to restrict how your information is used;
• object to certain uses of your information;
• receive certain information in a portable format;
• withdraw consent at any time where processing is based on consent; and
• complain to the Information Commissioner’s Office.

These rights are subject to legal conditions and exemptions. For example, we may need to retain transaction records to meet tax or accounting obligations even if you request deletion.

We may need to confirm your identity before responding to a request. We will normally respond within one month.

You have the right to object at any time to the use of your personal information for direct marketing.

You may also object where we process information on the basis of legitimate interests. We will stop the processing unless we have compelling legitimate grounds to continue or the information is needed for legal claims.

To exercise this right, email sales@benkes.co.uk.

You can unsubscribe from marketing emails at any time by selecting the unsubscribe link contained in an email or contacting us.

Withdrawing marketing consent does not affect order confirmations, delivery information, responses to enquiries or other non-marketing service communications.

We use cookies and similar technologies for essential website functions and, where permitted, analytics, advertising and other optional purposes.

Where consent is required, optional cookies should not be placed until you make a selection through our cookie banner.

For more information about the cookies used, their providers, purposes and durations, please see our Cookie Policy.

We do not ordinarily make decisions about customers based solely on automated processing that produce legal or similarly significant effects.

Payment and fraud-prevention providers may use automated systems to assess transactions. Please consult the relevant provider’s privacy information for further details.

We use reasonable technical and organisational measures intended to protect personal information against loss, misuse, unauthorised access, alteration and disclosure.

No internet service is completely secure. Please protect your account password and contact us promptly if you suspect unauthorised access to your account.

Our website and products are not directed specifically at children, and we do not knowingly collect personal information directly from children for marketing purposes.

If you believe a child has provided personal information to us inappropriately, please contact us.

Our website may link to websites operated by other organisations.

Those organisations are responsible for their own privacy practices. We recommend reviewing their privacy information before providing personal information.

Please contact us first if you have a concern about how we use your personal information so that we can try to resolve it.

You also have the right to complain to the Information Commissioner’s Office:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113
Website: ico.org.uk

We may update this policy to reflect changes to our services, technology or legal obligations.

The latest version will be published on this page with an updated revision date. Material changes may also be communicated by another appropriate method.

For privacy questions or to exercise a data-protection right, contact:

Addica Limited, trading as Benkes of England
Unit 1 Buntsford Hill Business Park
Buntsford Park Road
Bromsgrove
West Midlands
B60 3DX
United Kingdom

Email: sales@benkes.co.uk
Telephone: +44 (0)1527 509380