Privacy Policy


Protecting Your Privacy

We’re committed to protecting and respecting your privacy and want to ensure that you are fully aware of how we use and store your data. We’re dedicated to keeping your personal data safe and will only use it to enhance your browsing and shopping experience with Joanie. By using our website (www.joanieclothing.com), you consent to the use of the data as set out in this policy.

We will only ever use your data for the purpose of fulfilling orders and improving your customer experience
We will protect the personal data you provide us.
We’ll make things clear and simple so there are no surprises.
If you have any questions about how we protect your privacy or use your personal data, please get in touch at [email protected] and we’ll be happy to help. For all our services, we (Joanie Limited) act as the data controller (the company that’s responsible for your privacy). Our registered address is: Joanie Ltd., 1 The Mews, Charlton Place, Tanzaro House, Manchester, M12 6HS. Our Company Number is 9959470.

 

How we use your information

There are a number of different reasons for the use of your personal information. This may be to enable us to fulfil an order, or simply to enhance the way you shop with us. We rely on the lawful basis for processing data which is provided in UK Data Protection Laws (including the UK Data Protection Act 2018, the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 as it forms part of UK law by virtue of the European Union (Withdrawal) Act 2018, and the Privacy and Electronic Communications Regulations 2003). 

We have compiled the tables below to detail the ways in which we use different kinds of personal data and why we do this - we want to make this as clear as possible so that you are fully informed about the use of your personal data.

How we use your name & contact details Why we need this
To deliver the orders you place with us We wouldn't be fulfilling our contract if we did not get your order to you - and we need your details to ensure this happens!
To provide updates about your order by text, email or phone  So we can keep you updated about your order's progress
To email you about new styles and promotions  To keep you up-to-date with the latest news and offers - we only do this with your consent (you are free to unsubscribe at any time)
To detect and prevent fraudulent transactions  To keep payments safe and secure
To show you relevant Joanie adverts as you browse the web So you know about products and promotions that you may like
To send you SMS communications about our promotions To keep you up-to-date with the latest offers and launches. Express consent is required for SMS so we only do this with your permission. You can reply STOP or click the unsubscribe link at any time.

 

How we use your payment details Why we need this
To take payment for your order and give refunds To fulfil our contract with you. All of our payments and refunds are processed through a secure third party payment gateway - we do not store your payment details. Our website has a valid SSL Security Certificate to ensure your payments are safe.
We pass the information to our secure payment gateway for fraud prevention To keep payments safe and secure

 

How we use your contact history Why we need this
For customer service and support To provide the best possible service. We do not store correspondence longer than is necessary

 

How we use your purchase history and wishlist items Why we need this
For customer service and account queries To enable us to respond to your queries faster and more effectively. We do not store correspondence longer than is necessary
To update you about items you may be interested in To ensure you don't miss out on items we think you'll love

 

How we use your responses to surveys and competitions Why we need this
To improve our products and services Occasionally we may ask for participation in feedback surveys - this data is anonymised (we won't know who specific answers are from!) and is invaluable for improving our website, service and products
To enter you into any competitions we may run - this could be via email or on our social media channels

To collect your entry so you have a chance to win!

 

How we use data from & with third parties Why we need this
To fulfil your order We share information like your contact details and delivery address with our carefully selected partners including our warehouse team and the couriers we use in order to deliver your order
Klarna Payments In order to be able to offer you Klarna’s payment options, we will pass to Klarna certain aspects of your personal information, such as contact and order details, in order for Klarna to assess whether you qualify for their payment options and to tailor the payment options for you.
General information on Klarna you can find here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna’s privacy policy.
For marketing purposes We work with carefully selected marketing agencies and a variety of networks to utilise technologies which allow us to display adverts for products you may be interested in, or track your sale when referred by a third party website. These technologies make use of things like pixels and cookies to ensure that the ads you see are relevant
Refer a Friend programme

We operate our Refer a Friend programme, which is available to UK customers only, using a third party called Mention Me. Mention Me process customer email addresses and certain order data for the purposes of: enrolling customers onto the Refer a Friend programme, monitoring the programme and safeguarding against gaming or fraudulent use of the programme, communicating with customers in connection with operation of the programme and delivery of rewards, reporting to Joanie on the performance of the programme. Please see Mention Me's full Privacy Policy for further details

Trustpilot

In order to improve customer experience, we work with Trustpilot to invite customers via email to leave reviews on our Trustpilot page. Trustpilot receives order date to facilitate this.

Advanced Commerce

In order to personalise your browsing journey, we use onsite tracking data to understand your preferences and tailor your shopping experience, making it easier for you to discover products you’ll love.

 

How we interact with you via social media Why we do this
Via comments and direct messages We love interacting with you on social media - this will likely be limited to responding to comments and messages on Joanie’s social channels. We are also happy to answer customer service queries via social media but we will never request personal information via a public feed to ensure privacy
The sharing or engagement of images we are tagged in or where the hashtag #JoanieGal is used We love to see our customers wearing Joanie and sharing their purchases on social media. We encourage the use of our designated customer hashtag ‘#JoanieGal’. If you choose to tag us in your image post or use this hashtag, we may repost your picture on our channels or website. If your image has been used by Joanie and you have changed your mind about it being shared, please let us know and we will be happy to remove it

 

How we use your profile and usage data Why we do this
To create and store your customer accounts So you can create your own account and return to your account which shown helpful information such as showing your order history
To improve our website analytics Technical data and usage data such as IP address, customer login data and how the customer uses the website helps us to continue to improve the website

 

How your data is collected

We use different methods to collect data from and about you including through:

Direct interactions: you may give us your identity, contact and financial data by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:

-       create an account on our website;

-       subscribe to our publications;

-       request marketing to be sent to you;

-       enter a competition, promotion or survey; or

-       give us feedback or contact us.

Automated technologies or interactions: as you interact with our website, we will automatically collect technical data about your equipment, browsing actions and patterns. We collect this personal data by using cookies and other similar technologies. [We may also receive technical data about you if you visit other websites employing our cookies.] Please see our Cookie Policy for further details.

Data Retention

We will only retain your personal data for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements. We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.

To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal, regulatory, tax, accounting or other requirements.

 

Data Security

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality. 

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

 

International Transfers

Our main operations are based in the UK and your personal information is generally processed, stored and used within the UK. In some instances your personal information may be processed outside the UK. We also work with suppliers and partners who may make use of Cloud and /or hosted technologies across multiple geographies. If and when this is the case we take steps to ensure there is an appropriate level of security so your personal information is protected in the same way as if it was being used within the UK.

Cookies

We use cookies on our website in order to improve your experience. For more information, please see our Cookie Policy.

Sharing your information

We do not and will never sell any personal data to a third party, this includes your name, address, email address, phone number or credit card information. We do need to share your data with certain carefully selected third party companies enlisted by Joanie in order to be able to provide our service to you.

Third Party Apps, Websites and Services

If the customer uses any third party apps, websites or services to access the company’s services, then the customer’s usage is subject to the relevant third party’s terms and conditions, cookies policy, and privacy policy (e.g. Meta, X (formerly Twitter)). Further, consider whether the company may be required to share the customer’s personal information, in relation to transactions and usage of the services, with the relevant third party.

Access to information

You have the right to:

Request access to your personal data (commonly known as a "data subject access request"). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.

Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.

Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request. 

Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.

Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios: 

•           If you want us to establish the data's accuracy.

•           Where our use of the data is unlawful but you do not want us to erase it.

•           Where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims. 

•           You have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it. 

Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you. 

Withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.

If you wish to exercise any of the rights set out above, please contact us. 

 

No fee usually required:

You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we could refuse to comply with your request in these circumstances.

 

What we may need from you:

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

 

Time limit to respond:

We try to respond to all legitimate requests within one month. Occasionally it could take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

 

Changes to our Privacy Policy

Our Privacy Policy is subject to change and may be updated from time to time. If significant changes are published, we will get in touch to let you know via email, if you have consented to hearing from us this way.

 

Right to Complain

You have the right to complain to the supervisory authority, the Information Commissioner’s Office (ICO) if you have a problem.

ICO Contact helpline: 0303 123 1113

Or visit: https://ico.org.uk/make-a-complaint/

Contact

We’d love to hear from you if you have any questions about our Privacy Policy. You can contact us by emailing [email protected].