Privacy
Policy.
We take care with the information you share with us and aim to keep our approach straightforward.
Your information,
handled with care.
This Privacy Policy explains how Carter & Row collects, uses and looks after personal information when you visit our website, place an order or contact our team.
We only ask for information that is useful for providing our products and services, processing orders, communicating with customers and meeting our legal responsibilities.
About Carter & Row
Carter & Row is operated by LAVEO LTD.
Enfield, England, EN3 4PS
Information we collect
The information we collect depends on how you use our website.
When you place an order, we may collect your name, billing details, delivery address, email address, telephone number and information relating to your order.
When you contact us, we may keep the information you provide, such as your name, email address, order number and the details of your enquiry.
We may also receive technical information such as your IP address, browser type, device type, general website activity and pages visited. This helps us maintain and improve the website.
We do not need the full details of your payment card to process an order. Payment information is handled through the relevant payment service used during checkout.
How we use your information
We use personal information for practical reasons connected with running Carter & Row.
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01
To process and fulfil orders.
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02
To arrange delivery and provide order-related updates.
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03
To respond to customer enquiries and requests.
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04
To process returns, refunds and other order-related matters.
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05
To maintain, secure and improve our website.
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06
To meet accounting, tax and other legal obligations.
Our lawful basis
Where applicable, we rely on the following lawful bases for using personal information.
We use information needed to process an order and provide the products and services you have requested.
Some information must be kept to meet accounting, tax and other legal requirements.
We may use information where it is reasonably necessary to operate, maintain and improve our business.
Where consent is required, we will ask for it and you can withdraw it at any time.
Orders and payments
When you purchase from Carter & Row, the information required to complete your order is used to confirm the purchase, prepare the order and arrange delivery.
Payment details are processed through the payment method selected at checkout. We do not intend to retain complete payment card numbers or security codes on our own website systems.
Order information may be shared with service providers where this is necessary to complete the transaction, such as payment processing, website hosting, order administration and delivery services.
Delivery and order information
Your name, delivery address and relevant contact details may be provided to the delivery service needed to fulfil your order.
This information is used for delivery purposes, delivery communication and resolving delivery queries.
Delivery-related information is retained only for as long as reasonably necessary for order administration and our legal and accounting responsibilities.
Customer enquiries
If you contact us by email, telephone or through a website form, we use the information you provide to understand and respond to your enquiry.
Routine customer service correspondence is normally retained for up to 24 months after the last meaningful interaction, unless the information is needed for an ongoing order, dispute, legal requirement or another legitimate business purpose.
How long we keep information
We do not keep personal information indefinitely. Retention depends on why the information was collected.
Normally retained for up to 6 years from the end of the relevant financial year where required for accounting, tax or legal purposes.
Normally retained for up to 24 months after the last meaningful interaction.
Retained while the relevant permission remains active and removed or suppressed when you withdraw that permission.
Retained only for the period reasonably required for security, maintenance and website operation.
When information is no longer needed, we will take reasonable steps to delete it or remove identifying details.
Who may receive your information
We may work with carefully selected service providers to operate the website and fulfil customer orders.
Depending on the service being provided, this may include website hosting providers, payment service providers, delivery companies, website maintenance providers, accounting services and other suppliers supporting normal business operations.
We only provide information that is reasonably needed for the relevant service.
Cookies and website technologies
Our website may use cookies and similar technologies to keep the website working, remember preferences, understand website activity and improve the browsing experience.
Some cookies are necessary for functions such as shopping baskets, checkout and account features. Other cookies may be used only where the appropriate permission has been provided.
Further information about the cookies used on our website is provided in our Cookie Policy.
Keeping information secure
We take reasonable technical and organisational steps to protect personal information against unauthorised access, loss, alteration or inappropriate use.
Access to customer information is limited to people and service providers who need it for legitimate business purposes.
No online service can guarantee that information transmitted over the internet will always be completely secure, but we regularly review the practical measures used to protect information within our control.
Your privacy rights
Depending on your circumstances, you may have rights in relation to the personal information we hold about you.
- Access Request a copy of personal information we hold about you.
- Correction Ask us to correct information that is inaccurate or incomplete.
- Deletion Ask us to delete information where there is no good reason for us to keep it.
- Restriction Ask us to restrict certain uses of your information in appropriate circumstances.
- Objection Object to certain processing where applicable.
- Portability Request certain information in a commonly used electronic format.
Where applicable, we normally respond to a valid privacy request within one calendar month of receiving the request and any information reasonably required to verify it.
Some requests may take longer where they are particularly complex. Where this applies, we will explain the reason and the expected timescale.
Marketing communications
If you choose to receive marketing communications from us, we may use your email address to send information about Carter & Row products, collections or relevant updates.
You can unsubscribe from marketing communications at any time by using the unsubscribe option included in the relevant message or by contacting us directly.
Choosing not to receive marketing communications will not affect orders or other service-related communications.
Information from children
Our website is intended for general retail use and is not designed specifically to collect information from children.
If we become aware that information has been provided by a child where appropriate consent was required, we will take reasonable steps to review and remove it where necessary.
International data handling
Some service providers supporting our website may process information outside the United Kingdom.
Where personal information is transferred internationally, we take reasonable steps to ensure that an appropriate legal protection mechanism is in place where required.
Changes to this policy
We may make reasonable changes to this Privacy Policy when our website, services or legal responsibilities change.
Any updated version will be made available on this page. Where a change materially affects how we use personal information, we will take appropriate steps to make the change clear.
This policy is effective immediately.
Questions about privacy?
If you have a question about this Privacy Policy or would like to make a privacy request, please contact Carter & Row using the details below.
noreply@carterrow.online
020 7946 7385
Raising a concern
If you have a concern about how we have handled your personal information, we would appreciate the opportunity to understand and address it first.
You also have the right to contact the Information Commissioner’s Office (ICO) if you believe your data protection rights have not been properly addressed.
More information about privacy rights and making a complaint is available from the ICO.