We realise that you will see a lot of information on this page, but we want you to be informed about your rights and how Comfort Click uses your data. We will also tell you how we combine data across our different websites to build a picture of you.
We trust that the sections below will answer any questions that you may have. If you feel that you want to know more about something more specific, we are happy to help.
Our products are aimed at those aged 18 and over.
The law on data protection lists a number of different reasons for which a company may obtain, collect and process your personal data including;
In certain situations, we can collect and process your data with your consent.
For example, when you tick a box to receive email newsletters. When collecting your personal data, we’ll make clear to you which data is necessary in relation to a particular service.
In certain situations, we may need your personal data to comply with our contractual obligations.
For instance, if you order an item from us for home delivery, we will collect your address details to deliver your purchase, and pass them to our courier, postal companies and fulfilment company.
If the law requires us to, we may need to collect and process your data.
For example, we can pass on details of people involved in fraud or other criminal activity affecting our company to law enforcement. This is by using our legitimate interest.
In specific situations, we require your data to pursue our legitimate interests in a way that may reasonably be expected as part for the running of our business and which does not materially impact your rights, interests or freedom.
For example, we will use your purchase history to send you or make available personalised offers.
We will send you direct marketing emails when you shop with us and do not choose to opt out – this is commonly referred to as a ‘soft opt in’.
From time to time, we combine the shopping history of many customers to identify trends and make sure that we can keep up with demand as well as develop or buy in new products.
With your consent, or when you shop with us and do not choose to opt out from receiving our emails (‘soft opt in’), we will use your personal data, preferences and details of your transactions to keep you informed by email, websites, SMS and by telephone about special offers, discounts, promotions, competitions and new products that we believe to be suitable for you.
The law that we use will be English law.
For example, we collect notes from our conversations with you, details of any complaints or comments you make, details of purchases you made, items viewed or added to your basket, promo code redemptions, brands that you show interest in, web pages you visit and how and when you contact us.
For example, which of our websites that you prefer to visit and where you redeem any promo code vouchers.
We will only ask for and use your personal data collected for suggesting products of interest and for tailoring your shopping experience with us. Of course, it’s your choice whether you share any such details with us.
We want to give you the very best possible experience. One way to achieve that is to get the richest and most complete picture that we possibly can of who you are by combining the data we hold about you.
We then use this to offer you promotions and products that are most likely to interest you. In the case of members (those that create accounts with us), we’ll try to offer you relevant rewards.
The data privacy laws allow this as part of our legitimate interest in understanding our customers and providing the highest possible standards of service.
If you want to change how we use your data, you’ll find details in the ‘What are my rights?’ below.
If you choose not to share your personal data with us, or refuse certain contact permissions, we might not be able to provide some services you’ve asked for or expect.
Here’s how we’ll use your personal data and why:
For example, your details might be needed so they can be passed onto a third party to supply or deliver the product or service that you ordered, and we may keep your details for a reasonable period afterwards in order to fulfil any contractual obligations such as refunds, guarantees, warranties and so on.
For example, by checking your password when you login and using monitoring of internet protocol (IP) addresses to identify possible fraudulent log-ins from unexpected locations.
You are free to opt out of hearing from us by any of these channels at any time.
For example, we may display a list of items you’ve recently looked at, or offer you suggestions based on your purchase history and any other data you’ve shared with us.
For example, we’ll save your browser’s Session ID to help us understand more when you leave us online feedback about any problems that you’re having
For example, when a court order is put forward to us to share data with law enforcement agencies or a recognised court of law.
For example, by combining this data, this will help us personalise your experience and decide which inspiration or content to share with you. We also use anonymised data from customer purchase histories to identify trends in different geographical areas. This may then guide which products we display on localised websites and/or certain categories within them and other brands that we trade from.
For example, if you consent through our website, we may use your shopping preferences to offer you tailored rewards.
Across Comfort Click, we record your interactions with us e.g. looking at how often you might shop with us or how much you spend. We do this to create a profile on how you interact with us and in turn, that can affect how we engage with you. For example, if you shop with us regularly, then this can affect what offers and rewards you may get from us. We rely upon our legitimate interest to undertake this activity.
When you purchase a product from us that is delivered by the manufacturer or supplier, we will pass on your contact details so that they can deliver your purchased product. The same with regards to warranties provided by the manufacturer or supplier of the product you purchased. We do this to make sure that we fulfil our contractual obligations to you.
If the manufacturers or suppliers wish to pass your details to other third parties, or use it for any other purpose, they must provide you with sufficient information about who they share your personal data with, and for what purposes they intend to use it, and in some cases they may be required to ask for your consent to do so. If they do not provide you with that information or collect your consent, and you are worried that they may have shared your personal data with someone else, you are entitled to contact them directly for further clarity.
We want to bring you offers and promotions that are most relevant to your interests at particular times. To help us form a better, overall understanding of you as a customer, we combine your personal data gathered across our websites as described above, for example your shopping history at our Websites. For this purpose we also combine the data that we collect directly from you with data that we obtain from third parties to whom you have given your consent to pass that data onto us – such as the Land Registry mentioned above.
We know how much data security matters to all our customers. With this in mind we will treat your data with the utmost care and take careful steps to protect it.
We secure access to all transactional areas of our websites using SSL certification (or otherwise known as) ‘https’ technology.
Access to your personal data is password-protected, and sensitive data such as payment card information is secured and tokenised to ensure it is protected.
We regularly monitor our system for possible vulnerabilities and attacks to identify ways to further strengthen security.
Whenever we collect or process your personal data, we’ll only keep it for as long as is necessary for the purpose for which it was collected.
At the end of that retention period, your data will either be deleted completely or anonymised, for example by aggregation with other data so that it can be used in a non-identifiable way for statistical analysis and business planning.
Examples of data retention periods;
When you place an order with us, we will keep the personal data that you give us for five years so we can comply with our legal and contractual obligations. In the case of certain products, such as electrical items, we’ll keep the data for 10 years.
If your order included a warranty, the associated personal data will be kept until the warranty expires.
We will only share your personal data with trusted third parties.
For example, delivery couriers, for fraud management, to handle complaints, to help us personalise our offers to you and so on.
Here’s the rule we apply to those third parties to keep your data safe and to protect your privacy:
Examples of the kind of third parties we work with are:
Comfort Click is a UK based company and so we will transfer your data to the UK, which is outside of the EU. We may also need to share your personal data with third parties and suppliers outside the European Economic Area (EEA).
Protecting your data outside the UK
We may transfer personal data that we collect from you to third-party data processors in countries that are not in the UK.
For instance, this might be required in order to fulfil your order, process your payment details or provide support.
If we do this, we have procedures in place to ensure your data receives the same protection as if it were being processed in the UK.
You have a right to ask for;
Your right to remove consent
Where you have given us your consent to use your personal data, you have the right to change your mind at any time and withdraw this consent.
Where we rely on our legitimate interest
In cases where we are processing your personal data on the basis of our legitimate interest, you can ask us to stop for reasons connected to your individual situation. We must then do so unless we believe we have a legitimate overriding reason to continue processing your personal data, such as administration of an extended warranty, health reasons or similar.
You do have the right to stop the use of your personal data for direct marketing activity through all channels, or specific channels that are used. We will always comply with your request.
Checking your identity
If you have authorised a third party to submit a request on your behalf, we will ask them to prove they have your permission to act for you.
There are a few ways that you can stop direct marketing communications from us;
You may continue to receive communications for a little while after changing your preferences whilst our systems become updated.
If you feel that your data hasn’t been treated properly, or you are unhappy with our response to any requests you have made to us regarding the use of your personal data, you have the right to lodge a complaint with the ICO.
You can contact them by calling 0303 123 1113. Or visit https://ico.org.uk/make-a-complaint/
If you are based outside the UK, you have the right to lodge your complaint with the relevant data protection regulator in your country of residence.
For all non-UK customers
Sometimes we will need to transfer your personal data between countries to enable us to supply the goods that you have requested. In our normal course of business, we will transfer your personal data to the UK and may also transfer your personal data to third parties located in the UK and elsewhere and to your country of residence.
We shall try to ensure that reasonable steps are taken to procure that all such third parties outside of your country of residence shall not use your personal data other than for the services they provide and for which they need the personal data, and to adequately protect the confidentiality and privacy of your personal data.
We will ensure that any third parties only process your personal data in accordance with their legitimate interests. These third parties may be subject to laws that differ from the laws which apply in the country where you reside. We do not actively take steps to ensure that any overseas recipient of your personal data complies with the laws which apply in your country.
EU & EEA Countries
If you have any questions, please contact our Data Protection Officer who would be delighted to help: