Duille customer privacy notice

This privacy notice tells you what to expect us to do with your personal information and includes:

• Our contact details
• What information we collect, use, and why
• Lawful bases and data protection rights
• Where we get personal information from
• How long we keep information
• Who we share information with
• Sharing information outside the UK
• How to complain

Contact details

Telephone: +44 (0)1604 312960.
Email: service@duille.com

What information we collect, use, and why

We collect or use the following information to provide services and goods, including delivery:

• Names and contact details
• Addresses
• Purchase or account history
• Payment details (including card or bank information for transfers and direct debits)
• Account information
• Website user information (including user journeys and cookie tracking)
• Information relating to compliments or complaints
• Social media account names

We collect or use the following information for the operation of customer accounts and guarantees:

• Names and contact details
• Addresses
• Purchase history
• Marketing preferences

We collect or use the following information to prevent, detect, investigate or prosecute crimes:

• Names and contact details
• Customer or client accounts and records
• Financial transaction information

We collect or use the following information for service updates or marketing purposes:

• Names and contact details
• Addresses
• Marketing preferences
• Website and app user journey information
• Records of consent, where appropriate

We collect or use the following information for research or archiving purposes:

• Names and contact details
• Addresses
• Location data
• Purchase or viewing history
• Website and app user journey information
• Personal information used for the purpose of research
• Records of consent, where appropriate

We collect or use the following information to comply with legal requirements:

• Name
• Contact information
• Financial transaction information
• Any other personal information required to comply with legal obligations

We collect or use the following personal information for dealing with queries, complaints or claims:

• Names and contact details
• Addresses
• Payment details
• Account information
• Purchase or service history
• Relevant information from previous investigations
• Customer or client accounts and records
• Financial transaction information
• Correspondence

Lawful bases and data protection rights

Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.

Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:

• • Your right of access – You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. Read more about the right of access.
  • Your right to rectification– You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. Read more about the right to rectification.
  • Your right to erasure– You have the right to ask us to delete your personal information. Read more about the right to erasure.
  • Your right to restriction of processing– You have the right to ask us to limit how we can use your personal information. Read more about the right to restriction of processing.
  • Your right to object to processing– You have the right to object to the processing of your personal data. Read more about the right to object to processing.
  • Your right to data portability– You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. Read more about the right to data portability.
  • Your right to withdraw consent– When we use consent as our lawful basis you have the right to withdraw your consent at any time. Read more about the right to withdraw consent.

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for the collection and use of your data

Our lawful bases for collecting or using personal information to provide services and goods are:

Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Our lawful bases for collecting or using personal information for the operation of customer accounts and guarantees are:

Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Our lawful bases for collecting or using personal information to prevent, detect, investigate or prosecute crimes are:

Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Our lawful bases for collecting or using personal information for service updates or marketing purposes are:

Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Our lawful bases for collecting or using personal information for research or archiving purposes are:

Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Our lawful bases for collecting or using personal information for legal requirements are:

Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Where we get personal information from

Directly from you

Publicly available sources

How long we keep information

Information relating to your orders, including your contact information, is retained for a minimum of 6 years from the date of your order. This is so that we can provide personal dedicated service in the event of requests for assistance related to your purchases, to keep you informed of new offers that may be of interest and to fulfill our legal obligation under UK contract law. Payment information is retained by our payment provider Stripe in keeping with their own policies which can be found here.

For more information on how long we store your personal information or the criteria we use to determine this please contact us using the details provided above.

Who we share information with: Data processors

Web hosting company
This data processor does the following activities for us: Provides secure hosting for online shop.

Payment processing company
This data processor does the following activities for us: Provides card payment services.

Email and analytics company
This data processor does the following activities for us: Provides email services and website analytics.

Email company
This data processor does the following activities for us: Provides email marketing services.

Sharing information outside the UK

Where necessary, we will transfer personal information outside of the UK. When doing so, we comply with the UK GDPR, making sure appropriate safeguards are in place.

For further information or to obtain a copy of the appropriate safeguard for any of the transfers below, please contact us using the contact information provided above.

Organisation name: SiteGround

Category of recipient: Web hosting

Countries the personal information is sent to: European Union (EU) and outwith the EU/EEA.

How the transfer complies with UK data protection law:
SiteGround’s data transfer mechanism policy relies on using the Standard Contractual Clauses (SCCs) approved by the European Commission and the International Data Transfer Agreement (IDTA) from the UK for international data transfers, ensuring compliance with GDPR and other relevant data protection laws. They also state they provide secure access only to partners with an equivalent or higher level of data protection and may only transfer data to countries with an adequate level of data protection.

Organisation name: Google

Category of recipient: Email and analytics

Country the personal information is sent to: European Union (EU) and outwith the EU/EEA.

How the transfer complies with UK data protection law:
Google’s data transfer mechanism policy relies on certified frameworks like the EU-US Data Privacy Framework and the UK Extension to transfer personal data from Europe and the UK to its US subsidiaries. Google also uses encryption (like HTTPS and TLS) to protect data in transit and at rest, and Standard Contractual Clauses may be used in certain contexts, such as with partners under its Data Processing Terms, to ensure data protection during transfers.

Organisation name: Stripe

Category of recipient: Payment processor

Countries the personal information is sent to: European Union (EU) and outwith the EU/EEA.

How the transfer complies with UK data protection law:
Stripe’s data transfer mechanisms are designed for legal compliance, using frameworks like the EU-U.S. Data Privacy Framework and Standard Contractual Clauses (SCCs) for cross-border data transfers, especially for data from the EEA and UK. Data is transferred when necessary to provide services, often to Stripe’s service providers or affiliates, and when enabled payment methods require it. Stripe also performs due diligence and vendor security assessments to ensure data protection and privacy for all third parties involved.

Organisation name: Amazon Web Services (AWS)

Category of recipient: Email processor

Countries the personal information is sent to: European Union (EU) and outwith the EU/EEA.

How the transfer complies with UK data protection law:
AWS’s UK data transfer relies on standard safeguards, Standard Contractual Clauses (SCCs), and UK adequacy decisions for transfers outside the UK. Customers can also use the EU-U.S. Data Privacy Framework for transfers to certified U.S. organizations.

How to complain

If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.

The ICO’s address:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint

Last updated: August 2025.