Privacy Policy

This site is run by Hobbs Limited ('Hobbs'). For the purposes of applicable data protection laws, including the EU General Data Protection Regulation ('GDPR') (as amended or superseded), Hobbs is the 'controller' of the personal information collected through the site, by phone or in any Hobbs store.

1. When you visit our site

We will collect personal information that you provide to us when you:

• Place an order on our site.
• Fill in forms on our site e.g. to leave feedback, enter a competition or respond to a survey.
• Subscribe to our mailing list.

We will also collect information automatically when you visit our site, specifically:

• When you visit our site, we use cookies to enhance your shopping experience. These cookies record data about the pages you browse and the activities you carried out during your visit. For further details, view our Cookies Policy.
• We record details of the resources that you access to visit our site (for example, URL addresses, traffic data etc.)
• We record information about the type of device you have used to visit our site, your device settings, and the cause of any system errors. Your device manufacturer or operating system provider will have further details on what information your advice makes available.

2. When you shop in store

We will collect personal information that you provide to us in our stores when you:

• Ask us to provide you with a digital receipt.
• Subscribe to our mailing list.
• Enter a competition or respond to a survey.

3. When you contact us

We will collect personal information about you when you contact us by phone, email, Live Chat or via social media.

4. When you apply for a job

You can apply for a job with us through our site, in store or using third party websites such as LinkedIn. The personal information we collect about you may include your name, contact details, employment history, and any information set out in your CV.

• We share your information with our core service providers and third party platforms as required for our business to function, for example, picking, packaging and processing orders, fulfilling deliveries, customer support, fraud detection, credit risk reduction checks, IT systems support, and internal audits.
• If you choose to provide feedback on your transaction, we will share your information with Bazaarvoice or Qubit, who will capture your feedback on transactions which we use to enhance our customer service.
• Your information may be processed by a third party in order to maintain the functionality of our site and database.
• In the event that you add items to your basket but do not complete a transaction, Redeye will automatically send you an email to remind you that there are items in your basket.
• We may share your information with trusted non-core service providers, such as marketing partners we have carefully selected to deliver analysis or research and other marketing services, all of which assist us in enhancing our services. We will not share customer data with third parties for their marketing purposes unless we have gained your explicit consent.
• If you make an enquiry to the customer services team via email, phone or Livechat, the details of your enquiry will be securely stored against your customer record in the Zendesk helpdesk system. This allows us to accurately respond to your query in a timely manner, and keep a record of responses that have been given.

We also use the services offered by Google, Facebook, Instagram and other similar social media platforms to better tailor our marketing communications and for targeted advertising. As part of this process, some personal information, such as your email address, is provided to the relevant third party, however for security purposes this data is 'hashed' prior to being shared. Hashing is a process of identity masking or 'pseudonymisation' which means we do not disclose your email but still enables linking between your social media presence and our site. Your personal information will be transmitted to countries outside of the EEA, including the United States. If you would like more information about how your personal information may be transmitted, and the safeguards applied, please contact privacy@hobbs.co.uk. You may have the right to object to your personal information being used in this way (see 'Rights You May Have' below).

We receive insights from Facebook about the effectiveness of our advertising campaigns that you experience on our site and social channels, which helps to better target our advertising.

Every external company we work with has a contract with us, which clearly sets out our expectations and requirements in handling personal information and obligates them to meet these standards and those contained in the GDPR.

We retain the information you provide for the following periods:

• For as long as you subscribe to receive marketing emails, texts or post from Hobbs.
• For as long as your account is being used and for a period of three years after the date you cease to use your account. After which period, we will anonymise the personal information on file by deleting the personal information and allocating a personally unidentifiable unique reference ID. If you wish to set up an account after this period this will be treated as a new account and your transaction history will not be available.
• In the case of contact you may have with our Customer Care team, for as long as is necessary to provide support-related reports and trend analysis.

Our data retention period has been determined to cover credit risk, fraud detection and customer service periods, as well as to cover regulatory requirements, and the resolution of disputes or fraud prevention.

Your information may be processed by our staff or by the staff of our suppliers to the extent necessary to fulfil your order. By submitting your personal information to us, you agree to the transfer of your personal information, its storage and processing.

We will keep the data which we collect from you on a secure server. Any information you give us relating to credit card details is handled by a PCI DSS (Payment Card Industry Data Security Standard) compliant third party and encrypted using secure server technology. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access and require our suppliers to do the same.

Where we have given you a password (or where you have chosen one) to access certain parts of this site, you are responsible for keeping this password confidential. We ask that you do not share a password with anyone.

We do not seek to collect sensitive personal information (i.e. information relating to race or ethnic origin, political opinions, religious or other beliefs, trade union membership, physical or mental health, sexual orientation or criminal records). We ask that you do not provide such information to us.

You may have certain rights in relation to personal information that we hold about you. These include the right to request access to your personal information, to request that it is erased, that its processing is restricted, or that any inaccurate personal information is rectified. You may also have the right to object to the processing of your personal information, or in some circumstances to obtain a copy of the personal information in a machine readable format. You also have the right to complain about the use of your personal information to the Information Commissioner’s Office.

Please contact privacy@hobbs.co.uk if you would like to make a request.