Privacy & Cookies
UPDATED SEPTEMBER 2020
Neal’s Yard Remedies is committed to protecting our customer's privacy. Please take the time to review this notice which explains what information we collect about you, how we use it, and your rights. Neal’s Yard (Natural Remedies) Limited a company registered in England and Wales under company number 01597194, whose registered office is at Peacemarsh, Gillingham,Dorset, SP8 4EU, with our main trading address at Neal's Yard, Covent Garden, London, WC2H9DP (“Neal’s Yard Remedies”, “we” or “us”) is the data controller of the personal data collectedvia or in connection with www.nealsyardremedies.com.au and any associated App (the “Site”).
What personal data do we collect about you?
We collect personal data from you when you provide it to us directly and through your use of the Site. This information may include:
• Information you provide to us when you use our Site (e.g. your name, contact details, gender, product reviews, and any information which you add to your account profile);
• Transaction and billing information, if you make any purchases from us or using our Site (e.g. credit/debit card details and delivery information);
• Records of your interactions with us (e.g. if you contact our customer service team, interact with us on social media);
• Information you provide us when you enter a competition or participate in a survey;
• Information collected automatically, using cookies and other tracking technologies (e.g. which pages you viewed and whether you clicked on a link in one of our email updates). We may also collect information about the device you use to access our Site; and
• Other information necessary to provide the Site, for example we may access your location if you give us your consent.
If you also shop in one of our stores, we may combine information you give us in-store (e.g. if you make a purchase or join our mailing list in-store) with the information above.
What do we use this personal data for?
Depending on how you use our Site, your interactions with us, and the permissions you give us, the purposes for which we use your personal data include:
• To fulfil your order and maintain your online account.
• To manage and respond to any queries or complaints to our customer service team.
• To personalise the Site to you and show you content we think you will be most interested in, based on your account information, your purchase history and your browsing activity.
• To improve and maintain the Site, and monitor its usage.
• For market research, e.g. we may contact you for feedback about our products.
• To send you marketing messages and show you targeted advertising, where we have your consent or are otherwise permitted to do so.
• For security purposes, to investigate fraud and where necessary to protect ourselves and third parties.
• To comply with our legal and regulatory obligations.
We rely on the following legal basis, under data protection law, to process your personal data:
• Because the processing is necessary to perform a contract with you, or take steps prior to entering into a contract with you (e.g. where you have made a purchase with us, we use yourpersonal data to process the payment and fulfil your order).
• Because we have obtained your consent (e.g. where you contact us with a query, where you add optional information to your account profile, or if you consent to receive marketing from us).
• Because it is in our legitimate interests as an e-commerce provider to maintain and promote our services. We are always seeking to understand more about our customers in order to offer thebest products and customer experience. We use information about you to tailor your view of theSite, to make it more interesting and relevant in respect of the products and offers on view.
Our Site may allow you the option of adding additional information to your account profile, such as information about your, skin type, hair type and hair condition. We treat this information withparticular sensitivity, as we understand it can reveal information about your health or ethnicity, forexample. You do not have to provide this information to us, and can delete it or update it at anytime.
We love to communicate with our customers and so, depending on your marketing preferences, we may use your personal data to send you marketing messages by email, phone (includingSMS) or post. Some of these messages may be tailored to you, based on your previousbrowsing or purchase activity, and other information we hold about you.If you no longer want to receive marketing communications from us (or would like to opt back in),you can change your preferences at any time by contacting us (details below), clicking on the‘unsubscribe’ link in any email, or updating your settings in your account. If you unsubscribe frommarketing, please note we may still contact you with service messages from time to time (e.g.order and delivery confirmations, and information about your legal rights).You may also see ads for our Site on third party websites, including on social media. These adsmay be tailored to you using cookies (which track your web activity, so enable us to serve ads tocustomers who have visited our Site). Where you see an ad on social media, this may becausewe have engaged the social network to show ads to our customers, or users who match thedemographic profile of our customers. In some cases, this may involve sharing your emailaddress with the social network. If you no longer want to see tailored ads you can change yourcookie and privacy settings on your browser and these third party websites.
Who do we share this personal data with?
We share customers’ personal data with third parties in the following circumstances:
• With other companies in our group of companies, as necessary to operate the Site.
• With our suppliers and service providers working for us, e.g. as necessary to operate the Site, including payment processors and delivery companies.
• With our professional and legal advisors.
• With third parties engaged in fraud prevention and detection.
• With law enforcement or other governmental authorities, e.g. to report a fraud or in response to a lawful request.
• Otherwise where we have your consent or are otherwise legally permitted to do so.
Storage and Retention
We use service providers based around the world. Consequently, your personal data may be processed in countries outside of Europe, including in countries where you may have fewer legalrights in respect of your data than you do under local law. If we transfer personal data outside theEuropean Economic Area we will, as required by applicable law, ensure that your privacy rightsare adequately protected by appropriate safeguards, in particular the EU’s standard contractualclauses. Please contact us if you would like more information about these safeguards.We will keep your personal data for as long as we need it for the purposes set out above, and sothis period will vary depending on your interactions with us. For example, where you have madea purchase with us, we will keep a record of your purchase for the period necessary for invoicing,tax and warranty purposes. We may also keep a record of correspondence with you (for exampleif you have made a complaint about a product) for as long as is necessary to protect us from alegal claim. Where we no longer have a need to keep your information, we will delete it. Pleasenote that where you unsubscribe from our marketing communications, we will keep a record ofyour email address to ensure we do not send you marketing emails in future.
This Site ensures that data is encrypted when leaving the Site. This process involves the converting of information or data into a code to prevent unauthorised access. This Site followsthis process and employs secure methods to ensure the protection of all credit and debit cardtransactions. Encryption methods such as SSL are utilised to protect customer data when intransit to and from this Site over a secure communications channel.Whilst we do everything within our power to ensure that personal data is protected at all timesfrom our Site, we cannot guarantee the security and integrity of the information that has beentransmitted to our Site.
Our Site is not intended for, and should not be used by, children under the age of 18. We do not knowingly collect personal data from children under 18.
When you join our in-store loyalty programme the following details are collected from the form you fill in: name, address, email address, date of birth (optional), time and location of signing upfor your loyalty card, marketing opt-in preference and acceptance of our terms and conditions.We use a third-party supplier to support our loyalty programme. We will delete your data from ourloyalty database after 2 years of inactivity on your loyalty card. For more information on the termsand conditions for our loyalty card please read our Loyalty Terms and Conditions.
Prize Draws, Promotions and Surveys
When entering our prize draws or promotions, you may be required to provide us with your name, email address and mailing address. We use a third party provider, PromoVeritas, tochoose a winner at random. Name and email address data is passed to PromoVeritas to carrythis service out and deleted once the winner has received their prize. If you win, we will notify youas described in the prize draw/promotion terms and will send the prize to the address youprovide to us. When you enter a prize draw or promotion, you are also able to opt-in to hear fromus by email or post and be the first to know about our prize draws, offers and news. You mayunsubscribe from this by following the unsubscribe instructions in any email received.We will only contact you following a prize draw / promotion if you opted-in to do so. Unless youhave opted-in to receiving marketing communications, your data will be deleted after 3 months.Occasionally, we run joint prize draws / promotions with other likeminded companies where datawill be collected on entry, we collect this data but do not distribute it. It’s used for our ownmarketing purposes and will only be shared with the partner company with your expresspermission.We use third party providers such as SurveyMonkey and Mention Me to carry out surveys andpromotions on our behalf. If you agree to take part, your data will be processed in accordancewith their privacy notices as appropriate for the purposes of carrying out and administering theservices which they offer. The responses and data you provide will be used by us for researchand marketing purposes which will enable us to improve and enhance the services andexperiences we offer to you. For example, we may publish a quote/review on our Site, App or acatalogue, that you have provided about a product.We use internal analytics software to run business analysis on customer transactional data, thisimports from our Site, tills, payment gateways and databases. The data includes name,addresses and email of those who have placed an order including the related transactional data.This is so we can ensure we offer the best promotions, offers and discounts.
Special Category Data
Generally, we do not seek to collect special category data that is, information relating to: race or ethnic origin; political opinion; religious or other similar beliefs; trade union membership; physicalor mental health; sexual orientation; criminal records. We recommend that you do not providesuch information to us. If you choose to do so for any reason, this will mean that you have given(and we accept) your explicit consent for us to use that information for the reasons described inthis notice, or as explained at the time you provide the information.
You have certain rights in respect of your personal data, including the right to access, portability, correct, and request the erasure of your personal data.You also have the right to object to your personal data being used for certain purposes, includingto send you marketing. See ‘Marketing’ above, for more details of how to opt-out of marketing.We will comply with any requests to exercise your rights in accordance with applicable law.Please be aware, however, that there are a number of limitations to these rights, and there maybe circumstances where we are not able to comply with your request. To make any requestsregarding your personal data, or if you have any questions or concerns regarding your personaldata, you should contact us using the details below. You are also entitled to contact your localsupervisory authority for data protection.
Telephone: 0800 470 3245
Last updated 22/10/2020
We collect information about our customers via server logs, cookies, order forms and competitions. Cookies are small text files that are placed on your computer by websites that youvisit. They are widely used in order to make websites work, or work more efficiently, as well as toprovide information to the owners of the site.The information collected in this way can be used to identify you unless you modify your browsersettings. None of our cookies store any credit/debit card information nor password details.The tables below explains the cookies we use and why.
These cookies are essential in order to enable you to move around the website and use its features, such as accessing secure areas of the website. Without these cookies, services youhave asked for, like shopping baskets or e-billing, cannot be provided.
This is used to remember what language the user is viewing the website in.
This is used to remember what currency
This is used to access what the user has already put in their basket in that session or a previous visit.
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This acts as a load balancer between the various servers we use on our website i.e. it ensures the user's interaction with the website is uninterrupted when the user transfers across servers.
This is used to store information relating to the contents of the user's basket.
during a session or from a previous visit. This is used to access the user's details
This is used for the purposes of session management in our application server.
These cookies collect information about how visitors use our website, for instance which pages visitors go to most often, and if they get error messages from web pages. These cookies do notcollect information that identifies a visitor. All information these cookies collect is aggregated andtherefore anonymous. It is only used to improve how our website works. By using our website,you agree that we can place these type of cookies on your device.
These cookies are used to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site. The cookies collect information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from and the pages they visited. Click here for an overview of privacy at Google
To opt out of being tracked by Google Analytics across all websites visit
(Visual Website Optimiser)
These cookies are placed by our current multivariate testing tool, Visual Website Optimiser. It enables us to create different versions of our websites and landing pages, so that we can monitor which our customers prefer. management in our application server. This is used for the purposes of session
We use this cookie to track sales that have come in via an affiliate network link.
These cookies allow our website to remember choices that you make (such as your user name, language, or the region you are in), and provide enhanced, more personal features. They mayalso be used to provide services you have asked for such as watching a video or commenting ona blog. By using our website, you agree that we can place these type of cookies on yourdevice.
COOKIE NAME PURPOSE
This is used to remember your log‐in details on the website.
SLI_Neal’s Yard Remediesgroup_V6
These cookies are used to facilitate the product search engine contained on thewebsite.
This is used to give a user a unique identifier.
This is used to give a user's session a unique identifier.
TARGETING AND ADVERTISING COOKIES
These cookies are used to deliver adverts more relevant to you and your interests. They are also used to limit the number of times you see an advertisement as well as help measure theeffectiveness of the advertising campaign. They are placed by advertising networks or affiliateswith our permission. They remember that you have visited a website and that this information isshared with other organisations such as advertisers.By using our website, you agree that we can place these type of cookies on your device.If you would like to disable any of these cookies, please see the table below and the sectionbelow headed 'How to Restrict or Block Cookies' for further details.
These cookies are used to track sales that have come in via an affiliate network link operated by our partner Affiliate Window and also to support the delivery of targeted marketing and advertising communications. For further information about how Affiliate Window address data privacy, please follow the link below:
Facebook is a social networking website that has millions of users worldwide. You register and create a profile. You can add friends to your profile and exchange information with your friends. Facebook also allows people to start groups and fan pages as well as bookmarking other web pages. This website uses Facebook plug-ins to allow you to 'like' the page and products. These plug-ins store third party Facebook cookies on your machine which we do not have any control over. For further information about how Facebook address data privacy, please follow the link below:
Twitter is a social networking website. This website uses Twitter plug‐ins to allow you to tweet about the page and products. These plug‐ins store third party Twitter cookies on your machine which we do not have any control over. For further information about how Twitter address data privacy, please follow the link below:
HOW TO RESTRICT OR BLOCK COOKIES
These cookies are used to track sales that have come in via an affiliate network link operated by our partner Duomai and also to support the delivery of targeted marketing and advertising communications. For further information about how Duomai address data privacy, please follow the link below:https://www.duomai.com/en/privacy.html