This Privacy Policy covers in detail how we process your personal information. We have summarised below each area.
Information we collect
We collect personal information about you when you visit one of our stores, use our websites, or if you communicate with us by phone, e-mail and social media. We refer to our websites as “Online Services”.
The types of personal information we collect include:
• Personal details such as your name, address, email address, phone number and other contact information.
• Transaction information, such as the product you purchased, its price, your method of payment and your payment details.
• The phone numbers that you use to contact us over the phone, such as contacting our customer services team.
When you’re using our Online Services, the information we collect includes:
• Account information, like your username, password, and other identifiers or credentials.
• Information that you provide in your dealings with us. This includes when you register to use our Online Services, or when you subscribe to our services or request further services and/or information from us.
• Details of your visits to our websites. Examples include ads that you click, device information and location.
• IP address, type of device you are browsing from and cookie information.
• If you interacted with our Online Services from an email we sent you we will have a record of that.
The situations when you provide personal information could include when you:
• Purchase products at our stores, online or through our contact centre.
• Register or use our Online Services.
• Request to receive marketing or other communications.
• When you complete one of our customer surveys.
• Submit information when you’re providing feedback or making an enquiry.
• Use interactive features of our Online Services.
How we use your information
Data protection law sets out a number of different lawful reasons for which a company may collect and process your personal information. These are:
• Where we have entered into a contract with you;
• Where we have your consent;
• Where we are legally obligated to;
• Where we have determined a legitimate interest that does not impact your rights and freedoms; and
• Where it is in your vital interests to.
The table below provides examples of when we might rely on these lawful reasons:
Contract
• We use your personal information to process your orders and payments
Consent
• We use email and text messages to communicate with you about our products and services, competitions, offers, promotions or special events. For example:
o To inform you when we are on sales or when we have new products available
o To communicate with you about our third-party partners that we believe may interest you
• To personalise your experience on our Online Services. This could include providing you with interesting, relevant content, or making navigation to our websites easier
• To record if you have additional needs due to vulnerable circumstances or need extra support when communicating with us.
• To participant in customer research activities carried out by mmexcel or agencies on our behalf such as interview, surveys and observations including the capture of images and videos.
•

Legitimate Interest

• To provide customer support and to respond to, and communicate with you, about your requests.
• To contact you if we need to obtain or provide additional information in relation to your order or query.
• To check our records are right and to check every now and then that you’re happy and satisfied (e.g. customer surveys).
• For marketing activities (other than where we rely on your consent), such as marketing permissions captured during the course of a sale and personalising marketing messages through social media and other third party platforms;
• To monitor how our email marketing campaigns are performing and personalise email content towards you by monitoring email opens and what links, if any, you are clicking within the email.
• To ensure that the emails we send cannot be ‘spoofed’ by fraudsters.
• To send promotional material (e.g. renewals) to you in the post or inform you of our offers by telephone
• To comply with a request from you in connection with the exercise of your rights (for example where you have asked us not to contact you for marketing purposes, we will keep a record of this on our suppression lists in order to be able to comply with your request)
• To send communications to you about your orders, purchases or accounts and bill you for using our products or services
• To let you post on our blogs and interact with us through social media.
• To ensure a smooth experience on our Online Services, including making sure our websites work correctly.
• To help us understand more about you as a customer, the products and services you use, the way you use them and how you shop, so we can serve you better
• Improve the content and appearance of the website(s), and to make sure that content is presented in the most effective manner for you
• To operate, evaluate and improve our business, including the development of new products and services; to determine the effectiveness of our sales, marketing and advertising; and the analysis and improvement of our products, offers, promotions, and Online Services and other technologies
• To show you relevant ads by using information collected from your devices, if you have provided your consent for such collection, including your searches, location, ads that you have seen and personal information that you have given us, such as your age range, gender and topics of interest. Dependant on your ad settings, this information informs the ads that you see across your devices. So if you visit our website on your computer at work, you might see ads about our products or services on your phone later that night.
• To facilitate an omnichannel journey to ensure that you can shop with us in any way that you choose.
• Where you fail to repay what you owe us or return our property, we may need to trace your whereabouts (sometimes using a Tracing Agent) in order to recover payment or reclaim property. This might be carried out by a third party debit recovery agent on our behalf.
• To protect against, identify and prevent fraud and other criminal activity, claims and other liabilities
• For network and information security in order for us to take steps to protect your information against loss or damage, theft or unauthorised access.
• To ensure the security and safety of our stores via CCTV.
• To send you claim details as part of fulfilling promotional offers if you have made a qualifying purchase.

Legal obligation

• To identify you when you contact us
• To verify the accuracy of information that we hold about you
• To assist the Police and/or other regulatory bodies in relation to an investigation by a public authority.
• To complete any requests you make regarding your Data Subject Rights
• For financial administration
• Where necessary for health and safety purposes

Vital interest

• We may need to contact you if there are any urgent safety or product recall notices or where we otherwise reasonably believe that the processing of your personal information will prevent or reduce any potential harm to you.

•Where we process your information under Legitimate Interest, we will have assessed this processing and balanced it against your rights and freedoms.
How you can stop the use of your personal information for marketing purposes
We won’t send you direct marketing messages if you tell us not to. You can tell us in a number of ways:
• You can click on the “unsubscribe” link in any communication that we send to you by email, or send an SMS, both of which will automatically unsubscribe you from those channels of communication. Please also note that you will continue to receive any Service communications we need to send in relation to the product and services we have sold to you.
• Alternatively, you can unsubscribe by submitting your request here. Please note that it may take up to 28 days to process your request.
• To stop online marketing through cookies please see our Cookie Policy.
• If you are seeing marketing from us through your social media channels you can stop these directly within the social media site.