Privacy Policy

What this is about

As an online/retail customer or newsletter sign-up, to ensure the personal data you provide whenever you make a transaction with us at Palmers Department Store Ltd is always used fairly and lawfully, this Privacy Policy is intended to detail precisely;

  • Who we are
  • Why we need your personal information
  • How it is collected
  • How it is and may be, used
  • With whom it may be shared
  • The rights you have to control the information we collect

In the process, we will endeavour to make the notice as clear and understandable as possible. 

However, if you have any questions you can always contact us at enquire@palmerstores.com  or by writing to Online Customer Services, Palmers Department Store, 37-39 Market Place, Great Yarmouth, Norfolk, NR30 1LU

And please note you are ultimately in control of your data If there is ever anything you wish to be deleted, amended, or changed you can do this using the details provided above. Further information about your specific rights are provided later in this document.

Who we are

Palmers Department Store is the trading name of Palmers (GT.Yarmouth) Limited. Our company is registered at 37/39 Market Place, Great Yarmouth, Norfolk, NR30 1LU, United Kingdom under the company registration number 00349026. When referring to Palmers, Palmers Department Store (or to ‘we’, ‘us’, or ‘our) we mean Palmers (GT. Yarmouth) Limited.

Why we need your personal information in the first place 

This may seem obvious but we do need your personal details, e.g. name and address in order to fulfil any online purchases you may make and to talk to you about your order.

Plus, you may provide us with your communication preferences, post, email, phone, mobile, so we can keep you up to date with offers and promotions which could be of interest to you. This could be by registering for our newsletter or by entering a competition.

In certain cases, it is necessary to perform standard identity checks with a Credit Reference/Fraud Protection Agency to ensure your card is being used legitimately, or to confirm your age when purchasing an age restricted item.

We also collect information from you in order to improve the products and services that we provide and to offer protection to our customers and our business. We want to make sure that you receive the best possible customer experience at Palmers. More detailed information about how we use your data is provided below.

How it is collected:

Online sales

In the first instance, when making an online purchase all the personal data needed to complete the transaction is collected. This includes your full name and personal address, a delivery address if this is different, and the necessary information required to make payment of the purchase. Your payment is processed by a third party and we may pass your information to our suppliers in order to fulfil your order.

In addition, of course, we collect full details of the actual purchase itself.

You can choose to create an account after making your payment, this means you will not need to enter all of your personal details if you shop with us online again. We will store your personal data for this purpose including your delivery details and payment card details (which are stored by a third-party payment processing company). We will ask you to set up a password when you create your account to control access, it is entirely up to you up to you if you would like to set up an account.

You can also choose if you would like to receive emails from us about products, promotions and events. It’s entirely up to you if you would like to take advantage of this service.

We also use different types of cookies on our website; session cookies, persistent cookies and traffic log cookies.

Session cookies, which are only temporary and erased when you leave the site, enable the website to remember important details such as whether you have logged in.

Persistent cookies are stored on your device until you erase them or they expire. They are used in certain areas of the site such as retaining the content of your basket between visits, or if you follow a link from one of our partner sites. They allow us to tailor any offer more specifically to you as a customer.

We use traffic log cookies to identify which pages are being used. This includes cookies from Google to track how you use our site, which enables us to improve the site for our customers in the future. It helps us understand how easily you find what you are looking for. This information is passed to Google Analytics and bundled together, or aggregated, with data from our other users and presented back to us as statistics. Google also uses this information to improve their services. The data does not store your name, address or payment details.

Other times your data may be collected

  • If you choose to provide your email address on our website so that you can receive news and information about us.
  • When you engage with us on social media.
  • When you contact us with a query or complaint.
  • When you enter a prize draw or competition.
  • When you choose to complete a survey or questionnaire that we send you.
  • When you fill in any forms in one of our stores or online, including signing up for our newsletter.
  • From CCTV systems operating in our stores and carparks.
  • We may also collect data from publicly-available sources or from third parties where there is a legal basis for the sharing of this information.

How it is and may be, used

Initially, the data collected is used to complete the process when you purchase as an online customer.

It is then subsequently used to provide the appropriate levels of service you may reasonably expect as an existing customer.

Your privacy is protected by law, which says that we can only use your personal information if we have a proper reason to do so. The reasons why we may process your personal information are:

  • To fulfil a contract we have with you;
  • When it is our legal duty;
  • When it is in our legitimate interest; or
  • When you consent to it.

A legitimate interest is when we have a business or commercial reason to use your information, but this must not unfairly go against your rights or freedoms.

Below is a list of the ways that we may use your personal information, and which of the reasons listed above we rely on to do so. This is also where we tell you what our legitimate interests are.

As an online website customer

  • To administer your payments for purchases made, this processing is required to fulfil the contract.
  • To assist in fraud prevention and illegal activities. This processing might include monitoring transactions, website logins or browsing activities to protect our website, this processing is undertaken on the basis of legitimate business interest and to protect our customers.
  • To process your order and fulfil our contractual obligations, if required we may send your delivery details to 3rd party suppliers.
  • To assist in responding to queries about your purchase, which might include refunds. We may also keep a record of our responses. This processing is undertaken so that we can fulfil our contractual and legal obligations and our legitimate interest in providing excellent customer service.
  • As an online account holder, we will store your name and address details so that you can order from us in the future without providing your details again. You can amend these details at any time. This processing is undertaken only when you consent to us creating an account for you after you make a purchase.

As an online customer or newsletter sign up

  • To conduct analysis and research activities to improve and develop the products and services we can provide for you and to help inform business decisions. This processing is undertaken on the basis of legitimate business interest.
  • To develop and carry out personalised postal marketing activities which might include information about products, events or promotions. We will undertake this processing on the basis of legitimate interest. We will not contact you by post when you have indicated that you do not want to receive this information.
  • To telephone you about products, events and promotions using a mobile or landline number that you have provided to us. We will not contact any number that is TPS registered or when you have indicated that you do not want us to contact you via telephone. We will undertake this processing on the basis of legitimate interest.
  • With your consent, we will use the personal data provided to us to keep you informed about promotions, events, products and services by email or SMS.
  • Some of the communications that we send you may include specially tailored offers, we will use your transaction history and other information you have provided to tailor these communications, we might also combine information from third parties to whom you have given consent. We will process this data on the basis of legitimate business interest and in order to enhance your customer experience.

You can change your marketing contact permissions at any time, please see further details about how to do this below. We will also provide information about how to opt out of future communications on every marketing communication that we send to you.

Please be aware that if you opt out of communications it is possible that they will continue for a short period whilst this change is processed.

  • To monitor and keep records of our communications with you so that we can respond to your requests for information, so that we can fulfil legal obligations and so that we can use this information in the tailoring of future offers on the basis of legitimate interest.
  • To analyse your reaction to our marketing/advertising activity, so that we can improve how we communicate with customers and understand the success of promotions. This processing is undertaken on the basis of legitimate interest.
  • To create anonymized customer profiles for marketing and buying purposes. For example, we may combine data collected from across our business along with third-party data and publicly available lists. This processing is undertaken on the basis of our legitimate business interest.
  • To administer prize draws or competition entries where you have consented to this processing at the point of entry.
  • To send surveys or feedback requests, these messages will not include direct marketing or promotional materials and will be undertaken on the basis of legitimate business interest.
  • To develop, test and improve systems, services and products that we offer to you, on the basis of legitimate interest.
  • We may use information collected by cookies to tailor messages on our website to you, we’ll use information about your favourite products and brands where you have consented to the use of cookies by our website.
  • To comply with our legal obligations and when required to share information with law enforcement.

As a customer or visitor to one of our stores

  • To protect our customers, premises and assets we operate CCTV systems in our stores and car parks which record images for security, where we detect unlawful behaviour we may share images with law enforcement agencies, we may also share information from fraud prevention activities. We process this data on the basis of legitimate interest in protecting our business and our customers.

With whom may your data be shared

In the usual course of our business, we may use other third-party organisations known as ‘data processors’ under data protection law to support the essential delivery of our services. These organisations process your personal information on our behalf.

These types of organisations are:

  • Mailing, email, SMS messaging, and/or print fulfilment organisations (to enable us to communicate with you efficiently).
  • Providers of payment processing services (to enable us to process sales). These are;
    • Sage Pay Europe Limited (The Sage Group)
    • PayPal Europe (PayPal Holdings, Inc.)
  • Providers of delivery services (to enable you to receive the products). These are;
  • Providers of loyalty scheme management services.
  • Customer service response managers.
  • Providers of records management services such as secure disposal suppliers, and IT storage providers (to enable us to secure data efficiently).
  • Providers of IT systems or services (to enable us to run Palmers efficiently).
  • Market researchers (to help us to improve the services we offer).
  • Providers of information management services (to help us learn about our customers).

When we share your information with our approved third-party providers, our contractual relationship with them prevents them from using your information for any other purpose outside of our instructions to them. They may use their own third-party data processors but are always required to meet the same legal requirements as Palmers does.

Palmers never share or sell your information to external companies for their own marketing purposes.

We will share your information with authorities where we are legally obliged to do so.

Third-Party Tracking Code

In this section, you will find information on what cookies may be set when you visit the Palmers website and how to reject or delete those cookies.

During your visit to our website, you may notice some cookies that are not related to Palmers. When you visit a page with embedded videos from YouTube, Vimeo or Facebook, you may be presented with cookies from these websites. Palmers does not control the dissemination of these cookies so you should check the third party websites for more information about these.

Google Analytics

The Palmers website uses Google Analytics, a web analytics service provided by Google, Inc. Google Analytics sets a cookie in order to evaluate your use of the website and compile reports for us on activity on the Palmers website.

Google stores the information collected by the cookie on servers in the United States. Google may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google’s behalf. Google will not associate your IP address with any other data held by Google. By using the Palmers website, you consent to the processing of data about you by Google in the manner and for the purposes set out above.

To reject, delete or find out more about this cookie visit developer.google.com

Hotjar

The Palmers website uses Hotjar, a web analytics service used to gain insight as to how visitors experience our website. All data Hotjar collects is stored electronically in Ireland, Europe on the Amazon Web Services infrastructure, EU-West-1 datacenter. The database containing visitor and usage data is only accessible from the application servers and no outside sources are allowed to connect to the database. Their data retentions times never exceed 365 days.

By using the Palmers website, you consent to the processing of data about you by Hotjar in the manner and for the purposes set out above. To find out more about this cookie visit hotjar.com.

Trustpilot

The Palmers website uses Trustpilot, an online review service we use to gather feedback and interact with customers.

By using the Palmers website, you consent to the processing of data about you by Trustpilot in the manner and for the purposes set out in their Privacy Policy, available here.

Security for your personal data

Palmers recognises the importance of protecting your personal information and we take care to meet our legal duties. We put in place all reasonable technical, security and procedural controls required to protect your personal information for the whole of its life, in whatever format we hold that information in.

Data protection law holds all countries in the European Economic Area (‘EEA’) to the same high standards. If we transfer information outside of the EEA, we will make sure that it is protected to these standards. We will only send your personal information to countries outside of the EEA if:

  • Transfer is to a non-EEA country with privacy laws that give the same protection as the EEA or
  • A contract with the recipient exists that means they must protect it to the same standards as within the EEA

How To Reject Cookies

You block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our site.

How long will we keep your personal data?

We will keep your personal information for as long as you are a customer of Palmer's or a recipient of our newsletter.

After you stop being a customer or recipient:

We may keep your personal information for up to 8 years for one of these reasons:

1. To respond to questions or complaints;

2. To show that we treated you fairly; or

3. To maintain records according to legal requirements.

The rights you have to control the information we collect

You have very specific rights which you are always entitled to exercise.

You can;

  • Request a copy of all the information we hold including where and when it was collected
  • Question the accuracy of any information you think may be incorrect
  • Update any details you think may be out of date or incomplete
  • Change your communication contact preferences or consent for contact
  • Object to the use of your personal information and request it is stopped
  • Ask us to delete or remove any or all of the information held that we do not need to retain for legal reasons
  • Request a copy of the information we hold in a portable format, that can be easily reused

To request any of these actions contact us at enquire@palmerstores.com or write to Online Customer Services, Palmers Department Store, 37-39 Market Place, Great Yarmouth, Norfolk, NR30 1LU.

Your right to complain

If you have any queries about this Privacy Policy or about how we use personal data or if you wish to raise a complaint about how we have handled your personal data you can contact us at enquire@palmerstores.com or write to Online Customer Services, Palmers Department Store, 37-39 Market Place, Great Yarmouth, Norfolk, NR30 1LU.

If you are not satisfied with our response or believe that we are not processing your personal information in accordance with the law, you can complain to the Information Commissioner’s Office (ICO):

1. By telephoning 0303 123 1113

2. or emailing casework@ico.org.uk

Additional contact methods are detailed on their website: https://ico.org.uk/global/contact-us.

Changes to this Privacy Policy

We regularly review our Privacy Policy. We will publish any updates on our website and we will inform members and customers of any changes within our regular communications. You can request a copy of our Privacy Policy by using the details above.