TWW’s Commitment To Your Privacy
TWW respects your privacy and your desire to understand how your information will be handled and used. This Policy explains how we collect, use and store your information. Using your information in a way that you are comfortable with and keeping your information secure is an integral part of the luxury retail experience we aim to provide. TWW will ensure that all information protection and customer legislation standards are met when handling any of your personal information.
What Information Do We Collect And How Do We Use It?
We collect and use information about you to ensure that we can continue to provide you with a luxury retail experience. You provide us with your information directly when you make a purchase, sign up to become a TWW Rewards member, shop online, use the TWW App, or register to take part in a competition We also collect elements of your information indirectly such as the route you have taken around the TWW Store.
If you instruct USPS to redirect your mail, we will receive your updated address information and update our records. Similarly, if we are informed that you are no longer at the address we have on file for you, we will remove it from our records.
We may analyse the information that you supply to us and share your personal data with third parties who help us segment and understand our customers by providing additional information. We use this to provide you with a more personalized experience.
Information Collected When You Make A Purchase
When you make a purchase at any of our retail outlets or online, we will collect necessary information about you to ensure we can fulfill your order or chosen service.
If you choose to pay by card, we will need to collect your payment information in order to process card payments. We may also need to ask for additional information from you, e.g. to prevent fraudulent transactions, to comply with anti-money laundering obligations for high value transactions, or to ensure that we comply with our legal obligations such as age restrictions applicable to the sale of guns, knives or alcohol, or the legal requirement to share your details with the TV Licensing Authority when you purchase a television.
Where you place an order with TWW for products or services that will be delivered, collected or provided at a later date, we will need to take additional contact details and delivery information from you so that we may complete your order. We may use third party couriers to deliver your order and will need to share your contact information with them for this purpose.
Managing Your Marketing Preferences
At any point that you interact with us, you may be given the opportunity to opt-in to receive TWW marketing communications. TWW will only send you marketing communications where you have consented to receive them and using your preferred channels of communication. To ensure that you are still happy to hear from us, if you have not updated your marketing preferences in two years, we will contact you to remind you that you can opt-out of receiving marketing communications at any time:
Where you have not made a purchase with TWW during this two year period, we will only continue to send you marketing communications where you expressly tell us that you want to. If you do nothing, then we will stop sending you marketing communications.
Where you have made a purchase with TWW during this period, we will continue to communicate with you in the same way until you tell us otherwise. If you do nothing, we will assume that you are happy for TWW to continue to send you marketing communications in the same way.
If you have opted-in to receive marketing communications from us you can manage your preferences online at any time. We have created a preference setting where you can manage your marketing communications preferences and tell us what you want to hear about and how you want TWW to communicate with you.
We will send you marketing material that we believe you will be interested in based on your previous spending behaviour. You may not receive all types of communications that you have chosen to receive. To understand more about the criteria we use to determine which marketing communications you receive, please contact email@example.com
If you have given us your email address or mobile phone number and agreed to receive marketing communications from us we may supply this data to digital advertising or social media companies including Facebook and Google who work on our behalf to identify individuals with similar characteristics to our customers and provide them with advertising content from us. We may also work with these companies to target or retarget you directly with adverts that we believe you will be interested in.
The data we provide to these organisations is limited to email address or mobile phone number and is always provided in an encrypted format. We use your personal data in this manner as it is in our legitimate interest to advertise to potential new customers.
This use of your personal data constitutes profiling If you would prefer not to see targeted advertising from us on social media, please refer to the instructions provided by Facebook or Google or contact our Customer Services Team for advice on how to opt-out.
Joining The Rewards Program (Future, not yet implemented)
The most exclusive news about events, products and services is reserved for TWW Rewards Card members.
Should you become a Rewards Card member and opt in to hear about Rewards – for news and exclusive offers, depending on your TWW Rewards tier, we will contact you about the many benefits reserved for Rewards Card members including a cash reward, a birthday treat, complimentary, free delivery or special discount days. Your information will also be used in-Store to check your eligibility for each of our benefits, and to track your usage so that we can monitor customer engagement to improve our service.
From time to time, we may also collect publicly available information about you which is not essential to delivery of the Rewards Program but which enables us to learn more about you and, in turn, provide a more tailored service. If you would like to stop TWW using this information about you in this way, please contact us at firstname.lastname@example.org
As part of the TWW Rewards Program, TWW operates the Mini TWW Programme which offers customers additional exclusive benefits, promotions and events tailored towards children under the age of ten. TWW only collects the information of children where the parent or guardian has given their consent. TWW does not knowingly collect information from customers under the age of 13 directly. In the event that we learn that we have collected personal information from anyone under the age of 13 without parental consent, we will delete it immediately.
As a Rewards Card member, from time to time we will email you to ask for anonymous feedback about your experience visiting us. Feedback is used to improve the experience we provide and is anonymous.
When you make a purchase on TWW.com, we will collect information about you to ensure we can fulfil your order or chosen service (including your name, contact details and delivery address). You will be offered the opportunity to use our guest checkout path or to create an online account on our website. In order to register an online account, we will ask you for your name and contact details. You will also be asked to create a password and have the option of linking your TWW Rewards membership. Once you have created an account, this will serve as a platform to update your marketing preferences through the preference settings.
All visitors to our stores are invited to take advantage of the free Wi-Fi which is provided through Purple, the Wi-Fi can be accessed by signing up with your email address (to view the TWW Wi-Fi terms and conditions please see here). Your email address will be shared with both Purple and TWW. If you have downloaded the TWW App you will have access to our “Store Guide”, which uses Bluetooth technology to help you find your location and plan your route around our Store. If you have Wi-Fi capabilities switched on and/or Bluetooth enabled with the TWW App open, we will collect location information from your device about the route you took around the Store. TWW uses this information to understand the more popular routes and destinations chosen by our customers so that we can improve our navigation strategy and customer experience. If you want to disable this functionality, please turn off Wi-Fi, Bluetooth and Location Services in your device settings when you visit the TWW Knightsbridge Store.
To make your journey around our Store more comfortable, we are continuously seeking to understand the easiest ways of navigating our building. While you are walking around the TWW stores, we collect thermal footfall information to understand visitor journeys better and visitor “traffic” levels across different parts of the Store. We also have facial detection software to measure visitor engagement with our digital advertising screens. A camera in the screen detects if a passer-by is looking at the screen. Please note that, TWW only uses this information at a general level to understand customer footfall patterns and to provide our advertising partners with information about how many individuals look at their advertisements. This information is not used for the purpose of identifying you individually and any personal information is not retained.
Competitions, Prize Draws, Giveaways And Offers, Events
To ensure your safety and for the prevention and detection of crime, CCTV is in operation during your visit to any of our retail outlets.
Please be aware that if we are requested to provide CCTV images of you or any other personal information relating to you by the police or any other regulatory or government authority investigating suspected illegal activities, we are obliged to do so.
How Can You Manage The Information We Hold About You?
As part of our commitment to exceptional customer service, where you have provided your consent, we personalise your experience, by only sending marketing communications about the most exclusive products, services and events that we believe you will be interested in. You have always been able to opt-out of these communications but now it is easier than ever to manage your preferences:
Once you have registered for an account online, you can manage your communication preferences through our Preference Centre by logging in to your account.
Alternatively, contact our Customer Service Team either in-Store, by email at email@example.com (quoting “Security and Privacy Enquiry”) or by phone on 210-549-1686
You can also unsubscribe from individual email marketing communications via the “Unsubscribe” link at the bottom of each of our email marketing communications.
It can take up to four weeks for your preferences to be registered on our system, so you may still receive communications from us during this period.
Should you wish to know more about what information we hold about you including making changes to, or requesting the deletion of, information that we hold about you, you are also entitled by law to make a Data Subject Request. You can make such a request by emailing us at Data Protection Officer. Please note that we may need to exclude certain information as part of your request, e.g. in order to protect the privacy of other individuals or if we are permitted to exclude the information for legal or other reasons.
If you would like to contact the TWW Data Protection Officer, please email Data Protection Officer.
How Do We Keep Your Information Secure?
We make sure that we have information security measures in place to keep your information secure. Where we ask third parties to work on our behalf, before sharing information we always make sure that they have sufficient information security measures in place.
Information you provide to one of the TWW Group companies may be shared within the TWW Group of companies. We also work with a number of third parties to help us deliver an excellent service to you. We require all third parties that interact with information to undergo an Information Security Due Diligence Assessment to ensure that information is only shared where third parties have appropriate security measures in place.
We will not share your information with any third parties who might wish to market their goods and services to you unless you have provided your consent. TWW does not routinely share information outside of the European Economic Area (EEA). If it is necessary we will only do so with the relevant protection in line with data protection legislation requirements.
How Long Will TWW Keep My Information?
TWW is committed to keeping your personal information only for so long as is necessary or where we have a legitimate interest to continue doing so. Where TWW no longer requires information to be in a format where you can be identified personally, e.g. where we keep information for analytical and research purposes or transaction information, we will remove any personal details about you.
If you have registered for an account on TWW.com and/or have a TWW Rewards Card, then we will continue to retain your personal information in order to maintain your account. We understand that some of our customers do not shop with TWW on a regular basis, but if you have not made a purchase with TWW for a continuous period of four years, then we will delete your account details and all personal information that we hold about you. If you wish to use your account after this time, you will need to sign up to a new account.
If you have not registered for an account on TWW.com and/or do not have a TWW Rewards Card, but you have signed up to receive TWW’ marketing communications, then TWW will only retain your information for as long as we have your consent to send you marketing.
Where you shop online with TWW but use our guest checkout path, we will only retain your personal details for a reasonable period of time after you have completed the transaction in order to fulfil any contractual obligations such as refunds and guarantees (unless you also receive TWW.com marketing communications, in which case we will add this order information to your customer record).
Please note that if you have registered for an account on TWW.com and/or have a TWW Rewards Card, but choose to use our guest checkout path, we will add the guest checkout purchase to your customer record internally automatically. It will not be visible on your order history page as that will only show orders though the registered user journey. If you would prefer for this not to happen, then please use a different email address not already registered with TWW.
When you contact TWW through any channel (including by phone, post, email or social media), we will collect information about you in order to respond to your query, request or feedback. Please note, if you contact TWW by phone your call may be recorded for quality, training and security purposes. Additionally, calls may be monitored (without your consent) to allow TWW to collect information for security and regulatory purposes.
If we specifically change the way in which we use your personal information or if we need to notify you about a change to the information that we hold about you, we will specifically contact you.
Security of our website is of utmost importance to us. Our site uses software to provide high level encryption technology. Although we use advanced security measures to protect your information against loss, misuse and alteration, as is the case with all computer networks linked to the internet, we cannot make absolute guarantees over the security of the information you provide over the internet and as such we cannot be held responsible for it.
We will never contact you by email to ask you to send or confirm any of your personal details, if we need any information of this nature we will only contact you by telephone.
Never send any sensitive information, such as passwords or credit card information, via email.
Where you have chosen to create a password to access certain parts of our website, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.