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Privacy Policy

Lily O’Brien’s Privacy Policy

Thank you for visiting Lily O’Brien’s! Our goal is to ensure that our website is a secure and protected environment to provide you with an enjoyable, easy to use and relevant shopping experience.

The purpose of this privacy policy is to clearly describe how we collect, use, manage and store your personal information under the General Data Protection Regulation when you interact with Lily O’Brien’s online. For further information on any of the information illustrated on this page please feel free to contact us by email at privacy@lilyobriens.ie or by telephone on 00 353 45 486800

 

The Information We Collect & How We Use It

For various reasons we may store your data for example; if you have visited one of our websites (https://www.lilyobriens.ie, https://www.lilyobriens.co.uk, https://www.lilyobriens.com), shopped with us online, created an account on our website, entered a competition, signed up to our mailing list or contacted us via email or social media.

 

  1. Website Customer Accounts

When you visit our website (https://www.lilyobriens.ie, https://www.lilyobriens.co.uk, https://www.lilyobriens.com) you have the option to create an account. The information stored includes first and surname, email address, and date of birth (This information is optional, should you wish to share it we may send you special offers for your birthday).

Once you have created an account you can personalise it further, should you wish. The “My Account” section is designed to make the order process easy for you and contains the following sections and information;

 

  • My Orders: This section contains information on your previous orders including; order date, order number, order status, billing address, shipping address, products ordered, order value, payment method and the facility to download a VAT receipt.
  • My Details: This section contains your own information including; Full name, email address, date of birth (optional), email preferences and password reset functionality
  • My Addresses: This section contains information you choose to save for the purpose of shipping orders to your contacts. Information can be saved into your address section to speed up the transaction process and for the purpose of using our multiple shipping facility at the checkout which enables you to send multiple items to multiple addresses with one transaction process. We will never use information in your address book unless it is being used as shipping information.
  • My Saved Cards: This section contains credit card payment information you choose to save in order to speed up the transaction process. You have the option to save three cards. Lily O’Brien’s do not have access to this information. This data is not stored by Lily O’Brien’s but by our credit card provider Global Payments. https://www.globalpaymentsinc.com/en-ie/accept-payments/ecommerce/privacy
  • Website Guest / Transaction information: When you order online through our website using our Guest Checkout you will be asked to provide information for the purpose of processing and dispatching your order. This information will include Name, Address, Email Address and a contact telephone number for the sender (in case we need to query your order) and recipient (in case the courier needs information to deliver your parcel)
  • Personalised Products: When you place an order for a personalised photo box on our website, you will be asked to upload an image or images. These images are stored securely on our server using an encrypted URL for 30 days. This information is then deleted, and is never shared with any party for the use other than creating your personalised photo box.
  • Wedding Orders: When you order Personalised Wedding Favours through our website you will be given the option to add the names of the Bride and Groom and your Wedding Date or a personalised message to your favours box, this information will never be used for any other reason. You will also be asked to provide information for the purpose of processing and dispatching your order. This information will include Name, Address, Email Address and a contact telephone number for the sender (in case we need to query your order) and recipient (in case the courier needs information to deliver your parcel).

 

2. Customer Service & General Enquiries

By contacting us via email, telephone, or through our social media channels including Facebook, Twitter, Instagram, Pinterest, YouTube or Google you may be asked to provide contact details including name, email address, telephone number and order information.  This information is requested so our in-house and external customer service teams can investigate and respond to your query.

           

3. Third Parties

We use various carefully selected third parties that assist us operationally and help us improve and develop our online service and shopping experience. Tasks include gaining insight into customer experience while using our website and obtaining customer reviews, managing our advertising, email marketing, payment processing, affiliate marketing, courier shipments. Further information on our third parties;

 

3A. User & Customer Insights

We use information on website users and customers to help us understand how visitors use and interact with our website. This information may include your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views and website navigation paths, as well as information about the timing, frequency and pattern of your service use. We use tools such as but not limited to;

 

3B. Advertising

We use information on user browsing data with advertising service providers such as but not limited to Google, Bing and Facebook. The information captured includes pages visited, device information and product purchase data. We capture this data to understand your advertising preferences so we can show you ads and products that are more relevant to you. We use tools such as but not limited to;

  • Google Adwords
  • Bing Ads
  • Social Media Advertising may include; Facebook, Twitter, Instagram, Pinterest, Google+, YouTube.

 

3C. Customer Service Tools, Feedback, Reviews and Market Research

We use information to help us respond to reviews and customer enquiries such as name, email address and telephone number. We use tools such as but not limited to;

 

3D. Email Marketing

We use programmes to send our email campaigns such as but not limited to;

 

3E. Payments

We use programmes to facilitate payment via our websites, including;

 

3F. Affiliates

We use programmes to run our affiliate campaigns such as but not limited to;

 

3G. Couriers

We use external courier services for the purpose of delivering your orders. Information transferred to our couriers is for the sole purpose of delivering your order.

 

 

4. Marketing & Mailing Lists

Throughout our website you will be given the option to “Opt-in” to our mailing list. Opting in means that we will contact you with email updates of general Lily O’Brien’s news, special offers, promotions, competitions, new products and recipes.

You can unsubscribe from these emails at any time by clicking the ‘unsubscribe’ link in any email, or update your email preferences in the My Details section of My Account here -> https://lilyobriens.ie/customer/account/edit/

We will never share your information with any external parties for marketing purposes.

 

5. Cookies and Tracking

Our website uses cookies. Cookies are used on almost every website and do not harm your computer. They are small text files placed on your browser when you visit a site.

Types of cookies include Required Cookies, Functional Cookies and Advertising Cookies. Some cookies are our own and are required to make our website function correctly and to improve your user experience. Some cookies are third-party cookies used to understand and provide insights on how visitors use our website and to understand your advertising preferences so we can show you ads and products that are more relevant to you.

 

Why we use cookies:

  • To make our website work as you would expect it to.
  • Save you having to login each time you visit the website.
  • Remember your settings during and between visits (for example whether you’re logged in, search preferences).
  • Improve the speed / security of the website.
  • Personalise our site for you and make it more relevant to your needs (for example suggested products).
  • Display the “Your Shopping Bag” page.

 

The following cookies are used throughout our website;

  • Required Cookies: These cookies are essential for our website to function correctly.
  • Functional Cookies: These cookies allow us to analyse site usage so we can measure and improve our website performance.
  • Advertising Cookies: These cookies are to understand your advertising preferences so we can show you ads and products that are more relevant to you.

 

We allow the third parties who participate with us in marketing programmes to place cookies when you visit our site. These cookies enable us to monitor which adverts you see and click on to get to our site, and help us to deliver adverts more relevant to your personal interests. They also limit the amount of times you see an advert and measure the effectiveness of adverts. This means you won't see the same adverts over and over, or continue to see irrelevant adverts.

These cookies are as safe as the ones used whilst you browse our site – none of these third parties collects any personal data from which they would be able to identify individual customers. Quite often, targeting or advertising cookies will be linked to site functionality provided by the other organisations that generate the advert. When one of these adverts is presented to you on a site there will be a quick and easy way to click in and opt out of receiving further adverts.

When you visit our website you will be asked to “Accept & Proceed”. You can choose not to accept our Cookie Policy by clicking X in the top right corner of the pop-up shown when arriving to our website.

 

How long do we store your data?

 

1. Website Customer Accounts

We will store your account information for as long as you wish to keep your customer account active. If you have not accessed your customer account for 18 months we will deactivate it and delete your details. Before any account is deleted we will notify you before any action is taken with instruction for you to keep your account active.

 

Website Guest Transactions

When you place an order via our website you will have the option to activate a customer account with us. Unactivated accounts will be deleted after 12 months.

 

Controlling your information

You have the right to amend or delete your account and related details at anytime. You can you this by accessing your account at https://lilyobriens.ie/customer/account/edit/

 

2. Customer Service & General Enquiries

By contacting us via email, telephone, or through our social media channels your information will be stored until your query has been resolved. When your query has been resolved your details will be deleted within 2 months.

 

3. Third Parties

We use various carefully selected third parties that assist us operationally and help us improve and develop our online service and shopping experience. We use the information collected over varying time periods for gaining insight into customer experience while using our website and obtaining customer reviews, managing our advertising, email marketing, payment processing, affiliate marketing, courier shipments.

We use various carefully selected third parties that assist us operationally and help us improve and develop our online service and shopping experience. We use the information collected over varying time periods for gaining insight into customer experience while using our website and obtaining customer reviews, managing our advertising, email marketing, affiliate marketing, courier shipments. When this information is no longer used to gain insight into, improve or develop our online service it is deleted in line with third party privacy policies.

Information relating to payments will be held in accordance with Irish Revenue guidelines.

Lily O’Brien’s is not responsible for the content or privacy policies of third parties or other websites.
 

3A. User & Customer Insights

We use information on website users and customers to help us understand how visitors use and interact with our website. This information may include your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views and website navigation paths, as well as information about the timing, frequency and pattern of your service use. We use tools such as but not limited to;

 

 

3B. Advertising

We use information on user browsing data with advertising service providers such as but not limited to Google, Bing and Facebook. The information captured includes pages visited, device information and product purchase data. We capture this data to understand your advertising preferences so we can show you ads and products that are more relevant to you. We use tools such as but not limited to;

  • Google Adwords
  • Bing Ads
  • Social Media Advertising may include; Facebook, Twitter, Instagram, Pinterest, Google+, YouTube.

 

3C. Customer Service Tools, Feedback, Reviews and Market Research

We use information to help us respond to reviews and customer enquiries such as name, email address and telephone number. We use tools such as but not limited to;

 

3D. Email Marketing

We use programmes to send our email campaigns such as but not limited to;

 

3E. Payments

We use programmes to facilitate payment via our websites, including;

 

3F. Affiliates

We use programmes to run our affiliate campaigns such as but not limited to;

 

3G. Couriers

We use external courier services for the purpose of delivering your orders. Information transferred to our couriers is for the sole purpose of delivering your order.

 

4. Marketing & Mailing Lists

If you have Opted-in to our mailing list your information will be stored until you choose to unsubscribe.

You can unsubscribe from these emails at any time by clicking the ‘unsubscribe’ link in any email, or update your email preferences in the My Details section of My Account here -> https://lilyobriens.ie/customer/account/edit/

 

5. Cookies and Tracking

Cookies will remain active on your computer until you decide to delete them. You can also stop cookies from being placed on your computer by changing your browser settings not to accept them or opt-out. Your browser 'help' facility will show you how to do this.

Alternatively, it is possible to opt out of Google's use of cookies by visiting the Ads Preferences Manager. http://www.google.com/settings/ads/onweb

In addition, you can opt out of a third-party vendor's use of cookies by visiting the Network Advertising Initiative opt-out page. http://www.networkadvertising.org/choices/#completed

Please note, that restricting or deleting cookies will mean that our site will not work as you would expect.

 

Who has access to this information?

 

  1. Website Customer Accounts / Transaction information

Lily O’Brien’s may share your information with our internal and external customer service teams, dispatch teams and couriers for the purpose of processing and dispatching your order or to contact you regarding a query relating to your order. We will never use or share your personal information for any other reason.

 

      2. Customer Service & General Enquiries

In order to provide the best level of customer service possible your information may be shared with our in-house customer service team for reason such as but not limited to; contacting you relating to a query you have sent us or regarding a query we have regarding your order for example, if the courier is having problems delivering your order, if we have a question regarding a product you ordered, a delivery date etc.

   

     3. Third Parties

Lily O’Brien’s Marketing & Digital teams have access to the information our third parties collect. We also provide our trusted external suppliers with this information to help us understand information such as, but not limited to, how visitors use and interact with our website.

 

    4. Marketing & Mailing Lists

Lily O’Brien’s Marketing & Digital teams have access to our mailing list data to communicate with you via consented marketing emails about special offers, news, new products or recipes etc. We also work with trusted external suppliers to gain insights into our mailing list recipients such as insights into purchase patterns and preferences which allow us to tailor our communications and make them more relevant to you, for example, special offers on products of interest to you. We will never share or use your information for any other reason.

 

    5. Cookies and Tracking

Lily O’Brien’s Marketing & Digital teams have access to the information our cookies collect. We also provide our trusted external suppliers with this information to help us understand information such as, but not limited to, how visitors use and interact with our website.

 

Where is your information stored?

 

  1. Website Customer Accounts / Transaction information

CTI Global as ‘Data Processors’ for Lily O’Brien’s are registered with the Data Commissioners of Ireland and are subject to the security responsibilities under the Data Protection Act. All data is stored within multiple ISO27001 certified data centres in Dublin and never ever leaves the Irish jurisdiction.

 

     2. Customer Service & General Enquiries

Information relating to Customer Services queries is stored in a secure password encrypted document accessible by our customer service teams and deleted within 2 months.

 

     3. Third Parties

We work with several third parties to help improve our service and make it more relevant to you. These Third parties are based internationally and independent of each other. For full information on how our third parties manage their data please review their Privacy Policies included in the links below;

 

A. User & Customer Insights

 

B. Advertising

 

C. Customer Service Tools, Feedback and Reviews

 

D. Email Marketing

 

E. Payments

 

F. Affiliates

 

G. Couriers

 

4. Marketing

Website: CTI Global as ‘Data Processors’ for Lily O’Brien’s are registered with the Data Commissioners of Ireland and are subject to the security responsibilities under the Data Protection Act. All data is stored within multiple ISO27001 certified data centres in Dublin and never ever leaves the Irish jurisdiction.

Mailchimp: https://mailchimp.com/legal/privacy/

 

5. Cookies & Tracking

Cookie information is stored on your computer by websites you visit.

 

Updates to our Privacy Policy.

We may revise this Privacy Policy from time to time to keep the information current and up to date. If we update our Privacy Policy with any amendments that reduce your rights we will notify you of these amendments.

 

Security & Data Protection

At Lily O'Brien's Chocolates, online security of a priority. All transactions processed on our site are processed using the highest levels of online security by external transaction processing companies with outstanding records in internet security. Our website operates on a secure server and all confidential information is encrypted and protected to make https://lilyobriens.ie, https://lilyobriens.co.uk or https://lilyobriens.com a secure and safe shopping environment.

Data Protection Act Compliance
CTI Global as ‘Data Processors’ for Lily O’Brien’s are registered with the Data Commissioners of Ireland and are subject to the security responsibilities under the Data Protection Act. These responsibilities include the necessity to keep personal data secure from unauthorised access, disclosure, destruction or accidental loss.

Data Protection & Compliance
All CTI Global services are ISO27001:2013 certified by Certification Europe reference 2011/1388. All data is stored within multiple ISO27001 certified data centres in Dublin and never ever leaves the Irish jurisdiction.

Data Security Best-Practice
CTI Global will apply best-practice in terms of process, hardware & back-up software selection to ensure the provision of a secure data solution and mitigate risk of data loss. These include initial server hardening, disaster-recovery testing & nightly back-ups to a location within the EU.

Data Location
CTI Global confirms that the data will not be moved outside the EEA (the European Economic Area, which includes the 27 EU member states, and Lichtenstein, Iceland, and Norway).

Data Ownership
CTI Global confirms that the data placed in the Lily O’Briens-specific virtual dedicated cloud will be available always to Lily O’Briens and ownership of the data will always reside with Lily O’Briens.

 

Contact us

Our Data Protection Officer can be contacted by emailing privacy@lilyobriens.ie. If our Data Protection Officer cannot answer your question, you have the right to contact your local data protection supervisory authority.

This website is owned by Lily’s Ltd trading as Lily O’Brien’s. We are registered in Ireland as Lily’s Ltd, number 144234. Our registered business address is Lily O’Brien’s, Green Road, Newbridge, Co. Kildare, Ireland.

 

This privacy policy was last updated on the 24th May 2018