Privacy Policy

How we collect your personal information

Personal data you provide to us

We collect information that you provide to us directly when you interact with us. This could include purchasing online, over the phone or in person, or when you sign up to receive marketing from us. Examples of when you may provide us with your personal information are listed below:

When you register or use dirtylaundrystudio.com (the "Website")
When you register or use the Dirty Laundry’ App (the "App")
When you are registered on the Dirty Laundry customer relationship management system in store
When you contact by telephone or email or through electronic channels (e.g. the website). Calls to our Customer Service department are recorded and you will be advised of this on the call.
When you sign up to receive marketing
When you attend an event, or enter prize draws or competitions run by Dirty Laundry
When completing any surveys that we send to you for research purposes (although you are under no obligation to complete these)
When completing any research panel interviews or observed user testing
When completing any forms for transactional, employment or other purposes
When you buy products, services and gift certificates from Dirty Laundry (i.e. details of transactions you make with Dirty Laundry – whether in-store or via the Website or App)
When you use Dirty Laundry' in-store WIFI (in any of our stores).

Personal data we collect using cookies and other similar technologies

When you use and access our Website and App, we use cookies and other similar technologies to help make your experience better and to personalise the service you receive from us – this means, for example, that we will remember your previous visits and track the pages on our Website that you visit. For more information, please see our Cookie Policy.

Personal data received from third parties

Your information may be shared with us by independent organisations, for example, organisations that Dirty Laundry works with to run partnerships, competitions and events or that provide some of our Services.

These independent organisations will only share your information when there is a lawful basis to do so. You should check their Privacy Policy when you provide your information to them, the understand fully how they will process and safeguard your data. These independent organisations may include:

Third party organisations – we may combine information you have given to us with additional information made available from/shared with us by external sources. This will only be done when we both have a lawful basis to do so.
Information updates – from time to time, we may screen our database against recognised data files, such as the National Change of Address file, to help us keep our database up to date.
Social media and messaging services – Depending on your settings or the privacy policies for social media and messaging services like Facebook Inc, WhatsApp, Twitter, Snap Inc, or Google Inc you may give us permission to access information from those accounts or services.

Information available publicly

From time to time, we may collect information that is contained in publicly available sources such as Companies House and information that has been published in, for example, article/newspapers/online.

The types of information we collect

We only collect the information that’s necessary to carry out our business, provide the particular service you’ve requested and to keep you up to date about all the latest exciting Dirty Laundry news. The types of personal data we collect depends on who you are and how you interact with us (including the use of our Sites and our Services) and includes the following:

Title
Name and Surname
Email address
Date of Birth
Contact phone number(s)
Purchase information
Interactions with us e.g. contacting our Customer Service, visitors logs, clicking our ads
Payment details
Delivery address(s)
Billing address
Attendance at events (this may include images and sensitive personal data such as access requirements
Preferred store, categories and brands
Photograph
Official documentation providing proof of identification (photographic identification) and related information provided on the official documentation, including, where relevant, a passport number and driving licence number
Automatically populated IP address – When you visit our website, we may collect an automatically populated IP address. An IP address is a unique number which allows a device (such as your mobile or tablet) to browse the internet.
Information from cookies and similar technologies – When using our Website and App, we will collect certain behavioural data (related to your browsing activity or interaction with emails, such as the time and date of your visit, the pages that were requested and the referring website (if provided) and technical data (such as IP address, geolocation, browser type and operating system). For further information, please read our Cookie Policy.
Information from cookies**

*When visiting our website we may collect an automatically populated IP address. An IP address is a unique number which allows a computer, group of computers or other internet connected device (such as your mobile or tablet) to browse the internet. We may also record the time and date of your visit, the pages that were requested, the referring website (if provided) and your internet browser version.

**For further information about Cookies and how Dirty Laundry uses them, please read our Cookie Policy .

Information we obtain independently from you:

Your information may be shared with us by independent organisations, for example other organisations that Dirty Laundry has worked with. These independent organisations will only do so when there is a lawful basis to do so. You should check their Privacy Policy when you provide your information to them, to understand fully how they will process and safeguard your data. These independent organisations may include:

Third Party Organisations

We may combine information you have given to us with additional information made available from / shared with us by external sources. This will only be done when we both have a lawful basis to do so.

Information updates

From time to time we may screen our database against recognised data files, such as the National Change of Address file, to help us keep our database up to date.

Social Media

Depending on your settings or the privacy policies for social media and messaging services like Facebook, WhatsApp or Twitter, you may give us permission to access information from those accounts or services.

Information available publicly

We may include information found in places such as Companies House and information that has been published in, for example, articles/ newspapers / online.

Ensuring your personal information is only used where lawful

In order for us to use your personal information in a compliant manner, that use by us needs to fall under at least one of the specific lawful reasons that are set out in applicable data protection law. Examples of these lawful reasons include our use of your personal information being necessary for the purchase of goods or services, or for compliance with a legal obligation.

Where your personal information is completely anonymised, we do not require a legal basis to use it as the information will no longer constitute “personal information” as defined by applicable data protection laws. However, our collection and use of such anonymised personal information may be subject to other laws where your consent is required.

Why we collect your personal information and how we use it

At Dirty Laundry, we like to get to know our customers – after all, this is how we find new ways to provide you with an extraordinary experience. We use information about you in a number of ways, including providing the services that you have requested, offering you a personalised experience and informing you about special events or exciting Dirty Laundry news. We might also use the information we have to contact you about any information we might need to process your orders, returns or queries.

Examples of how we use your data are as follows:

To carry out our business and to provide a service or carry out a contract with you.

Fulfilment and delivery (where applicable) of, products and services you have ordered and our other services that we provide. We may share your personal information with our delivery partners, third-party service providers and third-party concessions.

Process payments. Dirty Laundry does not store any payment card numbers once the transaction has been completed. We share your personal information with credit card companies and other payment providers and acquirers in order to facilitate your transaction. These third parties will be responsible for the handling of your personal data for these purposes and their Privacy Policies will set out how they do this. An example of this is Shopify Payments, who provide payment processing services for Dirty Laundry. They are a Data Controller of your transactional data in order to process your payment. Shopify Payments’s Privacy Statement, which can be found on their corporate website, sets out how they use and handle your personal information.

Contact you with important information relating to your booking or purchase, or use and administration of any of our Services, such as confirming your order, letting you know about returns and refunds and any information in relation to that Service. We may share your information with our communication partners for this purpose.

Process your tax-free rebates. We share your personal information with HMRC.

Where we have your consent:

Send you marketing via email, or internet and in-app advertising about all the latest news, events and offers at Dirty Laundry. You can unsubscribe at any time by clicking the unsubscribe link in any email. We share your personal information with a variety of third-party email marketing providers and internet advertising publishers who assist us in delivering our email marketing campaigns to you.
We tailor emails, internet and in-app advertising to the things you love, so they’re relevant to your location, what you have shown an interest in, your online browsing behaviour and the things you buy from us.
Use and share your details to show you advertising on such Social Media platforms, such as Facebook and Instagram, or via other third-party advertising that may appear on other websites or apps you use. Online advertising channels we may use are: digital display, video on demand, search engine marketing, paid social - these are all on third party sites or platforms.

Where we have justifiable reason (legitimate interest):

Events. We share your personal information with any applicable third party hosting the event and ticketing companies such as Eventbrite.
Respond to customer service enquiries raised in the store, online, social media or on the phone.
Send an abandoned basket email via third party suppliers, e.g. Shopify.
Invite you to provide feedback about our products and services in the form of online, email, or in-store surveys. We use this information to help us improve the quality of service provided; to monitor the quality of our products and services and to assist with the selection of future product and service lines. We use a third-party service provider to assist us with customer surveys and feedback requests.
Conduct postal marketing. We share your personal information with a variety of third party postal providers who assist us in delivering our postal marketing campaigns to you, including the post office.
Analyse aggregated customer information with other interactions customers have with Dirty Laundry in order to continually improve the products and services we offer through our stores; website and app.
For classifying our audience into user profiles, groups or segments, using shopping habits information regarding your personal or professional interests, demographics, experiences with our products and contact preferences. These segments help us to understand our audience better. We do this using Customer Relationship Management systems.
Use of our in-store Wi-Fi; automatic re-connection when you return into the store.
Anonymous track usage statistics on our Sites. By using this information, we are able to measure the effectiveness of our content and how visitors use our Sites and our Services.
Measure and understand how our customers respond to our Sites and to a variety of marketing activity so we can ensure our activity is well targeted, relevant and effective.
To help us run the test version of our website that we use internally to pilot new features and ensure the smooth running of our web services.
To keep our database accurate and relevant.
The use of CCTV recording equipment in and around our premises for monitoring and security purposes. We may share where necessary CCTV footage to the Police and HMRC in particular. This is very strictly controlled.
Detect and reduce fraud and credit risk.

The Privacy and Electronic Communications Regulations (PECR)

Where we have collected your contact details in the process of a sale (or negotiations of a sale) of a product or service, Dirty Laundry will have PECR-compliant permission to send you marketing updates via email or through targeted social media, internet and in-ap advertisements. We will only send you marketing updates about Dirty Laundry’ products and services.

You will be able to say no to receiving these emails when we first collect your contact details and you will be able to unsubscribe in every subsequent communication from us.

Sharing your information

We use third party platforms to manage and deliver customer relationship management (CRM); some of our Services; email marketing campaigns; online advertising; customer analytics; events; fulfilment of orders; delivery; returns; refunds; IT services; etc. In providing the services, your personal information will, where applicable, be used by the service provider on our behalf.

We will check any third party that we use to ensure that they can provide sufficient guarantees regarding the confidentiality and security of your personal information. We will have written contracts with them which provide assurances regarding the protections that they will give to your personal information and their compliance with our data security standards and international transfer restrictions.

We use social media platforms and third party advertisers such as Facebook, Instagram, Snapchat and Google to facilitate targeted marketing communications (such as sponsored ads and search) for our customers. Where you have opted into receiving marketing communications from us, we may share your email address and name to tailor our messages to you.

Business Administration and Legal Compliance

In certain circumstances, we share and/or are obliged to share your personal information for business administration and legal compliance purposes with third parties outside the Dirty Laundry Group.

We may use your personal information in connection with a business transition (such as a merger, acquisition by another company, or a sale of all of or portion of our assets), to enforce our legal rights and/or to protect the rights of third parties and it is in our legitimate interest to do so. In such instances it will be necessary to share your personal information with external professional advisors such as lawyers and accountants, or insurers or financial institutions.

We may use your personal information for legal compliance purposes and to enforce our legal rights. In such instances it will be necessary to share your personal information with external parties such as administrative authorities (HMRC), the Financial Conduct Authority, police and public prosecutors or to comply with a court order or power of attorney. We may also have legal obligations to overseas tax authorities and will be required to share your personal information for these purposes.

We will also need to use your personal information for legal compliance purposes to undertake customer checks to know our customers and verify their identity. We may also be required to share your information to report any suspicious and/or criminal activity including fraud, sanctions and anti-money laundering. It is our legal obligation to do so.

How can I unsubscribe from marketing communications?

We would be sad to say goodbye, but if at any point you do not wish to hear from us there are a number of ways you can unsubscribe.

These are as follows:

You can click onto the "unsubscribe" link in any communication that we send to you by email which will automatically unsubscribe you from that type of communication. Each "unsubscribe" link only relates to that specific type of communication (e.g. general marketing communications, specific marketing communications or survey communications). This means that unsubscribing from general marketing communications will not automatically unsubscribe you from specific marketing or our survey communications (or vice versa). Please also note that you may continue to receive communications which are already en route to you for a short period of time while your relevant unsubscribe request is being processed.
In relation to the App, you can manage your preferences and select to opt out from one or all of the different push notifications by disabling them in your phone settings.
Alternatively, you can contact our Customer Service team by email at care@dirtylaundrystudio.com.

Please note that in relation to our in-store CRM system, you can ask a team member in any one of our stores to record your preferences (e.g. you can specify that you are happy for us to send you e-receipts, but that you would prefer not to be included on our marketing list, or vice versa). However, should you wish for your marketing preference to be updated or changed, then you will need to contact our customer services using the contact details above.

The Website and App may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates. If you follow a link to any of these external websites, please note that they have their own privacy policies and Dirty Laundry does not accept any responsibility or liability for these policies. Please check these policies before you submit any personal details to these websites.

Our use of cookies and similar technologies

Our website, app and emails contain certain cookies, pixels, records and other technologies of which you should be aware. You can find out more in our Cookie Policy.

Third Party Links and services

Our website, app and emails contain links to third party websites, tools and services. Please remember that when you use a link to go from our Sites to another website, use a third-party tool or you request a service from a third party, this Privacy Policy no longer applies.

Your browsing and interaction on any other third-party tool or service provider, is subject to that website’s or third-party tool or service provider’s own rules and policies. We do not monitor, control, or endorse the privacy practices of any third parties.
We encourage you to become familiar with the privacy practices of every website you visit, or third party tool or service provider that you deal with, and to contact them if you have any questions about their respective Privacy Policies and practices.
This Privacy Policy applies solely to personal information collected by us through our Sites or Services (or Third-Party providers performing our Services on our behalf) and does not apply to these third-party websites, tools and third-party service providers.

Joint Controllers

In certain, very limited circumstances, we are jointly responsible for determining the collection and/or use of your personal information with third party organisations (this is known as being a “joint controller”).

The personal information (such as IP addresses and cookie IDs) that is collected through the use of Cookies on our Sites will be processed by each party as joint controllers in accordance with data protection laws. Our Cookie Policy provides more detail about the types of Cookies we use for the above purposes (including how you can manage the use of these Cookies). Please note that the personal information collected by the Cookies will be used by the affiliate marketing partner within their affiliate marketing model for their own purposes. They will be processing the personal information in their capacity as a data controller in their own right. We will no longer be deemed to be acting as a joint controller at that point. Please see the privacy policy of the relevant affiliate marketing partner for information as to how they will process and safeguard your personal information once it has been collected on our Sites.

As set out below (“How to access your information and your other rights”) you have certain rights with regards to your personal information collected on our Sites. Should you wish to submit a request in respect of this personal information, the request can be submitted either to us, Dirty Laundry (as set out in this Privacy Policy) or to the relevant affiliate marketing partner (or to both of us). The party you submit a request to will be responsible for dealing with the request and responding to you.

How long do we keep your personal information for?

We keep your personal information in line with our company retention policy and as required to comply with any legislation. We only retain information for as long as it is required.

Confidentiality and security of your personal information

We are committed to keeping the personal information you provide to us secure and we will take reasonable precautions to protect your personal information from loss, misuse or alteration. We do not sell your personal information for any purpose.

We have implemented information security policies, rules and technical measures to protect the personal information that we have under our control from:

unauthorised access
improper use or disclosure
unauthorised modification
unlawful destruction or accidental loss

All of our employees and data processors (i.e. those who process your personal information on our behalf, for the purposes listed above), who have access to, and are associated with the processing of personal information, are obliged to respect the confidentiality of the personal information of all users of our Services.

How to access your information and your other rights

You have the following rights in relation to the personal information we hold about you:

Your right of access

If you ask us, we’ll confirm whether we’re processing your personal information and, if so, provide you with a copy of that personal information (along with certain other details). If you require additional copies, we may need to charge a reasonable fee.

Your right to correct information

If the personal information we hold about you is inaccurate or incomplete, you’re entitled to have it corrected. If we’ve shared your personal information with others, we’ll let them know about the changes where possible. If you ask us, where possible and lawful to do so, we’ll also tell you who we’ve shared your personal information with so that you can contact them directly.

Your right to delete information

You can ask us to delete or remove your personal information in some circumstances such as where we no longer need it or if you withdraw your consent (where applicable). If we’ve shared your personal information with others, we’ll let them know about the erasure where possible. If you ask us, where it is possible and lawful for us to do so, we’ll also tell you who we’ve shared your personal information with so that you can contact them directly.

Your right to restrict information

You can ask us to ‘block’ or suppress the processing of your personal information in certain circumstances such as where you contest the accuracy of that personal information or you object to us processing it. However, there may be reasons why we need to continue storing your personal information. We’ll also tell you before we lift any restriction. If we’ve shared your personal information with others, we’ll let them know about the restriction where it is possible for us to do so. If you ask us, where it is possible and lawful for us to do so, we’ll also tell you who we’ve shared your personal information with so that you can contact them directly.

Your right to data portability

You have the right, in certain circumstances, to obtain personal information you’ve provided us with (in a structured, commonly used and machine readable format) and to reuse it elsewhere or to ask us to transfer this to a third party of your choice.

Your right to object

You can ask us to stop processing your personal information, and we will do so, if we are:
Relying on our own or someone else’s legitimate interests to process your personal information, except if we can demonstrate compelling legal grounds for the processing; or processing your personal information for direct marketing.

Your rights in relation to automated decision-making and profiling

You have the right not to be subject to a decision when it’s based on automatic processing, including profiling, if it produces a legal effect or similarly significantly affects you, unless such profiling is necessary for entering into, or the performance of, a contract between you and us.

Your right to withdraw consent

If we rely on your consent (or explicit consent) as our legal basis for processing your personal information, you have the right to withdraw that consent at any time.

Your right to lodge a complaint with the supervisory authority

If you have any concerns about how we’ve handled your personal information, we invite you to contact our Customer Service by email at care@dirtylaundrystudio.com
Alternatively, you can contact the UK Information Commissioner’s Office (ICO). You can find details about how to do this on the ICO website at https://ico.org.uk/concerns/ or by calling their helpline on 0303 123 1113.

Applicable Law

We are committed to protecting your personal information and the rights set out in this Policy reflect your rights under applicable laws.

Applicable laws for the purpose of this Policy means: (a) the Data Protection Act 2018 and the Privacy and Electronic Communications (EC Directive) Regulations 2013; (b) General Data Protection Regulation (Regulation (EU) 2016/679) (“GDPR”) until such time as it might cease to apply in the UK; and (c) to the extent applicable, any legislation ratifying or otherwise adopting the GDPR in the UK, and any applicable associated or supplementary data protection laws or regulations.

We recognise that as an international business, some of our customers are resident in jurisdictions other than England and Wales. In certain circumstances, local laws of these jurisdictions, may by way of their application, afford rights to a customer in respect of the personal data that they provide to us. We anticipate that the rights set out in this Policy also provide you with such protection in relation to your personal information. Please do e-mail our Customer Service at care@dirtylaundrystudio.com to discuss any additional questions you may have.

GDPR/CCPA & Privacy Rights

Changes to this Privacy Policy

We may make changes to this Privacy Policy from time to time.

To ensure that you are always aware of how we use your personal information, we will update this Privacy Policy from time to time to reflect any changes to our use of your personal information. We may also make changes as required, to comply with changes in applicable law or regulatory requirements. We will notify you by e-mail of any significant changes. However, we encourage you to review this Privacy Policy periodically to be informed of how we use your personal information.