FEATURED

How we use your data

We believe that your data is just that, yours. Here’s what you need to know it...

What information do we hold?
We don’t like to ask for a lot of personal details when you sign up for an account on our website. We only take the information we need to get you setup. This means you’ll be able to leave comments, add a review, create a wishlist or, if you’d like, buy something and get it delivered to a door of your choice..

Here’s what we ask for:

Your name
We love getting personal, let us know what you’d like us to call you!

Your email address
An email address is unique, so we use it to confirm your account and ensure that only you have access to it. If you forget your password, we’ll email you a link to update it. If our Customer Care team needs to contact you about your order we’ll generally email you (unless it’s super urgent, then we might use the phone), but any contact we make via email will always be related to your order or a response to an enquiry you have initiated. We will never send you marketing emails unless you specifically sign up to them.

Your order history
We keep a record of your past orders so that you can view your order history on your account page.

Your billing and shipping addresses
Your billing address is required by our payment providers, Adyen, who use it to check that the credit card being used is registered to the right address. Your shipping address is used only for the delivery of your parcel. We don’t keep a postal mailing list and do not send unsolicited post.

Your phone number
Some couriers send updates via text, so you may get updates from them letting you know when your parcel is on its way. We may contact you by phone if we need to get hold of you quickly about a delivery, but we’ll usually email instead. We never have and never will bother you with marketing calls, and any call we make will be directly related to an order or a call back about a specific enquiry you have made.

 

How is your data shared?

Most importantly, we will never sell your data or share it with any companies who will try to sell you things or otherwise bother you. The only companies we share data with are those that we use to make sure your parcels get to you. These are:

Our couriers
Your name, email, shipping address and phone number are passed on to our couriers so that they can deliver your parcel. We also need to declare the contents of orders being shipped outside the EU, so that customs authorities can check what’s coming in. Different couriers offer different services – some will email or text updates to you – and occasionally you may get a phone call from the delivery driver if he or she is having trouble finding your house. It is part of our contract with them that your data is only used for this purpose and cannot be sold on or used in any other ways.

Our delivery management platform
We use 3rd party delivery software to help manage our couriers and ensure that parcels are sent with the correct service. Address details and order contents are uploaded to this platform as part of that, but again our contract with these companies prohibits them from using or sharing your data in any way other than is strictly necessary for the delivery of your parcel.

Your payment details
All payments are processed by Adyen on their secure platform, and at no point does Lush have any access to your credit card number. Even if you choose to place your order over the phone, when you get to the payment part you’ll be asked to input your card number on your phone – this goes directly to Adyen.

We take your data privacy seriously, we’re sure you do too - if you have any concerns, questions or just want a recommendation of a new bath bomb call +4401202 668545 or email [email protected] - we’re happy to help.

Comment (1)
1 Comment

andrea.barr01_6689189

about 4 months ago

Very good but I've been having problems trying to leave my normal address details, which are the same as my normal address details. I shall give it one more try & then give up & call you.