Privacy Policy - How we use your information

We are committed to protecting and respecting your privacy. This Privacy Policy sets out details of the information that we may collect from you and how we may use that information.

In this Privacy Policy, "we" or "us" refers to Dune Group Limited, a company incorporated in England and Wales (with registered number 02127866) whose registered office is at 4th Floor, The White Building, 11 Evesham Street, London, W11 4AJ, United Kingdom. We are part of The Dune Group which comprises us, Dune Holding Limited, Dune International Limited, Dune Switzerland AG and Dune Shoes Ireland Limited. Where you do provide information to another member of The Dune Group, this Privacy Policy will apply as if we or us refers to the relevant member of the group. Our website refers to dunelondon.com.

What information do we collect?

  • We may collect the following information about you:
  • your name, age/date of birth and gender
  • your email address
  • your billing, delivery or home address and telephone numbers (including mobile numbers)
  • details of your purchases and orders
  • your online browsing activity
  • your password(s)
  • your payment card details when you make a purchase or place an order with us
  • your communication and marketing preferences
  • your location
  • your correspondence and communications with us including notes of telephone calls and webchat exchanges
  • details of reviews which you post
  • your attendance at events we run
  • your competition answers or other competition submissions
  • other publicly available personal data, including any which you have shared via a public platform (such as a Twitter feed or public Facebook page).

This list is not exhaustive and sometimes we may need to collect additional data for the purposes set out in this Policy. Some of your personal data is collected directly, for example, when you make a purchase on our websites or enter a competition. Other personal data is collected indirectly, for example, your browsing or shopping activity. Please see our Recruitment Privacy Policy if you are applying for a role at Dune.

We work closely with third parties (including, for example, business partners, sub-contractors in technical, payment and delivery services, advertising networks, analytics providers, search information providers, credit reference agencies) who provide services to us and may receive information about you from them. In particular, all payments are provided through a trusted third party.

How your information is used

  • Depending on how you are interacting with us, we (and trusted partners acting on our behalf) use your personal data:
  • to fulfil contractual agreements between you and us (for example when you place an order for products through our website)
  • to manage any registered account(s) that you hold with us
  • to verify your identity
  • to respond to a query and manage other customer service interactions with you
  • to send you information about our products by post
  • for market research purposes - to better understand your needs
  • to provide you with a personalised browsing experience when using our website
  • to send you details (by phone, e-mail or SMS) of promotional offers and products and services which we think may interest you, where you have consented to this (and have not withdrawn such consent) or where we have a legitimate business interest because you are a customer or have engaged with us to buy our products (and have not opted out of such communications)
  • to let you know about and invite you to events
  • to administer competitions we run from time to time

We may also use your personal data:

  • for crime and fraud prevention, detection and related purposes
  • to comply with legal and regulatory requirements
  • to assess, operate and improve our website, the services provided through it and customer services
  • where we have a legal right or duty to use or disclose your information (for example in relation to an investigation by a public authority or in a legal dispute)

We may also use your information to create anonymous data (whereby you cannot be identified) for market profiling purposes which may be used by us and shared with other companies in The Dune Group or third parties.

We will not share your information with third parties in order for that third party to provide direct marketing communications to you, unless you have provided your consent for such use. Such third parties will have their own policies relating to the way in which your information may be used.

In order to make certain services available to you, we may need to share your personal data with some of our service partners. These include IT, delivery, marketing service providers and analytics and search engine providers that assist us in the improvement and optimisation of our website and customer service.

We only allow our service providers to handle your personal data when we have confirmed that they apply appropriate data protection and security controls. We also impose contractual obligations on service providers relating to data protection and security, which mean they can only use your data to provide services to us and to you, and for no other purposes. All payments are provided through a trusted third party payment service provider such as Stripe. Stripe acts as Data Controller of your information for the purposes of payments for products.

If you choose to pay using Klarna's payment options ('BillPay' in Switzerland), we will pass to Klarna certain aspects of your personal information, such as contact and order details, in order for Klarna to assess whether you qualify for their payment options and to tailor the payment options for you. General information on Klarna you can find here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna's privacy statement. Switzerland Only: For Direct bank transfer, your personal data such as contact and order details, will be processed by Klarna. For Pay Now (SOFORT Direct Banking) Your personal data such as contact and order details, will be processed by Klarna.

Legal Basis for Using Your Information

We are allowed to use personal information only if we have a proper reason to do so. This includes sharing it with third parties in certain circumstances. The law says we must have one or more of these reasons:

  • To fulfil a contract we have with you
  • When it is our legal duty
  • When it is in our legitimate interest
  • When we have your consent

In general, we only rely on consent as a legal basis for processing in relation to sending direct marketing communications to customers via email, post or text message unless you are a customer or have engaged with us to buy our products, in which case we may rely on the legal basis of legitimate interests to send you such communications. We also use legitimate interest to contact you with targeted advertising delivered online through social media and other online platforms operated by other companies, unless you object. We don't have access to any information held on your social media account.
Customers have the right to withdraw consent at any time. Where consent is the only legal basis for processing, we will cease to process data as soon as we can after consent is withdrawn. Please see the Contact section below.

We may share your personal information with any other companies in The Dune Group and other companies in the Dune Group may share your personal information with us in order to fulfil a contract we have with you or when it is in our legitimate interest.

See Your Privacy Rights regarding how to opt out of direct marketing or object to processing based on legitimate interests and your rights in relation to your personal information in general.

International Transfers

We do not currently directly transfer personal data to other organisations outside the UK or EU. However, the data that we collect from you may be transferred to, and stored at, a destination outside the UK and European Economic Area (EEA) which may have lower standards of data protection. It may also be processed by staff operating outside the UK and EEA who work for us or for one of our authorised suppliers or their suppliers. Such staff may be engaged in, among other things, the fulfilment of your order, the processing of your payment details and the provision of support services. We will take steps to ensure that your data is treated securely and in accordance with this Privacy Policy and applicable data protection laws. If we do transfer information to third parties outside of the UK or the EEA, we will make sure that it is protected to equivalent standards as if it was being used in the UK or EEA. We also impose contractual obligations on our suppliers to do so. If relevant, we'll use the following safeguards:

Transfers to a non-EEA country with privacy laws that do not give the same protection as the EEA. Our standard practice is to use standard data protection clauses which have been approved by the European Commission for such transfers (unless the data importer country is subject to an adequacy decision). To access a copy of those clauses, please contact us using the details on the Contact section below.

How long do we keep your data?

We will not retain your data for longer than necessary for the purposes set out in this Privacy Policy. We may also keep it to comply with our legal obligations, respond to queries, resolve disputes, enforce our rights, and pursue our legitimate interests.
Different retention periods apply for different types of data, which are based on criteria including: information we have told you about retention periods on our website or in terms and conditions; applicable contractual provisions; legal statutory limitation periods; applicable regulatory requirements; and industry standards.

Your Privacy Rights

You have various right to:

  • find out what information we hold about you and to access a copy of your personal data that we hold and receive certain supplementary information
  • correct any inaccurate information we hold about you
  • request the erasure of the information that we hold about you
  • restrict processing of personal data in certain circumstances
  • to object to personal data processing based on legitimate interests.


To exercise any of these rights, please contact us using the details in the Contact section below. These rights are subject to certain limitations and exemptions. Therefore, please consider your request carefully before submitting it.

To unsubscribe from marketing emails at any time, please click on the unsubscribe link at the bottom of any marketing email and update your account preferences. You may also contact us to inform us if you do not wish to receive any marketing materials from us. Please see the Contact section below.

Our website may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates. These websites have their own privacy policies and we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal information to these websites.

Cookies

This section describes how cookies and similar technologies are used on our website that contain or link to this policy. It is intended to operate with and be read together with the cookies consent widget.

Our website and emails use cookies. Cookies are small files stored on your computer's hard drive which are used to collect information about your visit to the website and interaction with our emails. Cookies help to provide users with a good experience when browsing our website and also allow us to improve our website. We also use cookies to measure the effectiveness of our marketing communications by tracking how you interact with our content when we send you marketing emails (e.g. whether you open an email or click on a link in an email we send you).

Email opens are tracked by a hidden pixel that is automatically placed at the bottom of our emails. We record date and time of open, IP address (location) and user agent (device). For link clicks we record date and time of click, URL, IP address and user agent.

While there are many different uses for first and third party cookies, the cookies used by us all fall into one of two main categories being either functional needed to make sure our website runs optimally or third-party marketing/targeting cookies.

You can find more information about the individual cookies we use and the purposes for which we use them in our cookie list.

How can you control the use of cookies?

Please use this link to review or change your current consent preferences as regards website cookies any time.

If you do not want us to use cookies to measure the effectiveness of our marketing communications via cookies, you can unsubscribe from our emails at any time by contacting us or using the unsubscribe link found at the bottom of all marketing emails.

You can also amend your browser settings to block some or all cookies. To do this, follow the instructions provided by your preferred web browser. For your ease of reference we have provided the links below which provide instructions on how to remove and delete cookies for some of the more common web browsers. Please be aware that if you block cookies from the websites, some or all the website's functions may not perform as intended:
Firefox
Internet Explorer
Google Chrome
Safari

Mobile phone users may have to refer to their handset manual for details on how to block cookies using their mobile browser. For more information about online behavioural advertising cookies and opt-out controls, please go to http://www.youronlinechoices.eu/. More information regarding opting out of platform based advertising can be found at http://appnexus.com/platform-policy#choices.

Security

In accordance with applicable data protection law and our own policies, we have adopted appropriate security procedures to help prevent unauthorised access to your information.

Children

Our website is not directed at children under the age of 13 and we do not knowingly collect personal information about children. If you believe we have collected personal information about your child, you may contact us as detailed in Contact below and request that we remove information about your child.

Changes to our Privacy Policy

We may update or amend this Privacy Policy from time to time to comply with law or to meet our changing business requirements without notice to you. Any updates or amendments will be posted on this page.

Contact

If you have any questions about how we collect, store and use your information, or you wish us to action any of the requests detailed above, please contact us by emailing customerexperience@dunelondon.com or contacting us at the address below:

Customer Service

Dune Group Limited
6-11 Elms Depot
Cambridge Road
Leicestershire
LE8 6LG
United Kingdom
0333 240 7306

How to complain

You also have the right to complain to the Information Commissioner's Office. Find out on their website how to report a concern.