LUHV DRINKS POLICY

Customer Care

Privacy Policy

Luhv Drinks Commitment To Your Privacy

 

Luhv Drinks respects your privacy and your desire to understand how your information will be handled and used. This Policy explains how we collect, use and store your information. Using your information in a way that you are comfortable with and keeping your information secure is an integral part of the information and experience we aim to provide. Luhv Drinks will ensure that all information protection and customer legislation standards are met when handling any of your personal information.

 

References in this Privacy Policy to "we", "us" and "Luhv Drinks" are to Luhv Drinks Limited ‘reg #10263952’, registered office ‘108 East Carriage House, Royal Carriage Mews, London, SE186GG’

What Information Do We Collect And How Do We Use It?

We collect and use information about you to ensure that we can continue to provide you with a knowledgeable and informative experience. You provide us with your information directly when you make a purchase on online, sign up for newsletters, other e-shots, or register to take part in a competition. We also collect elements of your information indirectly such as the route you have taken around Luhv Drinks site.

 

Information Collected When You Make A Purchase Online

When you make a purchase online, we will collect necessary information about you to ensure we can fulfil your order or chosen service.

If you choose to pay by card, we will need to collect your payment information in order to process card payments. We may also need to ask for additional information from you, e.g. to prevent fraudulent transactions, to comply with anti-money laundering obligations for high value transactions. Where you place an order with Luhv Drinks for products that will be delivered, we will need to take additional contact details and delivery information from you so that we may complete your order. We may use third party couriers to deliver your order and will need to share your contact information with them for this purpose.

 

Managing Your Marketing Preferences

At any point that you interact with us, you may be given the opportunity to opt-in to receive Luhv Drinks marketing communications. Luhv Drinks will only send you marketing communications where you have consented to receive them and using your preferred channels of communication. To ensure that you are still happy to hear from us, if you have not updated your marketing preferences in two years, we will contact you to remind you that you can opt-out of receiving marketing communications at any time:

  • Where you have not made a purchase with Luhv Drinks during this two year period, we will only continue to send you marketing communications where you expressly tell us that you want to. If you do nothing, then we will stop sending you marketing communications.

  • Where you have made a purchase with Luhv Drinks during this period, we will continue to communicate with you in the same way until you tell us otherwise. If you do nothing, we will assume that you are happy for Luhv Drinks to continue to send you marketing communications in the same way.

 

If you have opted-in to receive marketing communications from us you can manage your preferences online at any time. We have creating a preference centre where you can manage your marketing communications preferences and tell us what you want to hear about and how you want Luhv Drinks to communicate with you.

Please note that when you participate in a branded promotion or event, our brand partners may also ask if you want to sign up to receive marketing communications directly from them about their events, products and services. If you provide your personal details to any of our brand partners, the use of that information will be governed by their privacy policy and cannot be managed through Luhv Drinks. Please ask the relevant sales associate for details about their privacy policy and how you can manage your marketing communications preferences with them.

 

Shopping Online

When you visit luhvdrinks.com we collect information about your device to ensure we can continue to drive innovation and improve usability to benefit your online shopping experience. Information can be collected through your IP address or through cookies placed on your device. Some cookies are needed for the proper functioning of the website. Examples of where these cookies are used include: to store how many items are in your shopping bag, to determine anonymously when you are signed in, to determine which currency we should use based on your preferred delivery location when displaying prices to you, and to allow you to move back and forth between browser screens (UserReplay). Other cookies are used for analytics purposes such as Adtrack, Affiliate, and Google Analytics, which help us understand how and when you first visited our site, the frequency of your visits and the duration of time spent on our site. Finally, some cookies such as Quantcast are used to provide you with personalised advertisements when you visit other selected websites, after your visit to luhvdrinks.com. These advertisements will be in the form of ‘banner advertising’ and will show you products and information that we believe you will be interested in, based on your browsing history on our website. For more information about how Luhv Drinks uses cookies, please refer to our Cookie Policy.

 

When you make a purchase on luhvdrinks.com we will collect information about you to ensure we can fulfil your order or chosen service (including your name, contact details and delivery address). You will be offered the opportunity to use our guest checkout path or to create an online account on our website. In order to register an online account, we will ask you for your name and contact details. You will also be asked to create a password. Once you have created an account, this will serve as a platform to update your marketing preferences through the Preference Centre.

 

Competitions, Prize Draws, Giveaways And Offers, Events

When you participate in a Luhv Drinks competition, prize draw, giveaway or offer, or sign up to attend one of our events, either through Luhv Drinks or indirectly through a third party, we will collect information about you. This information will be used to administer competitions and manage events, including securing your registration at an event, and selecting and contacting prize winners. If you provide the personal information of another customer for one of our events, we will assume you have the consent of any named individuals to provide their personal information for these purposes. Full details of our event management partner’s privacy policy can be found on their website or on the event registration form. Your information will be deleted shortly after the promotion or event has finished, unless you have signed up to receive marketing communications from us.

 

How Can You Manage The Information We Hold About You?

As part of our commitment to exceptional customer service, where you have provided your consent, we personalise your experience, by only sending marketing communications about our products and events that we believe you will be interested in. You have always been able to opt-out of these communications but now it is easier than ever to manage your preferences:

 

  • If you have an online account, you can manage your communication preferences through our Preference Centre by logging into your account.

  • Alternatively, contact our Luhv Customer Care team at hello@luhv.life (quoting “Security and Privacy Enquiry”).

 

You can also unsubscribe from individual email marketing communications via the “Unsubscribe” link at the bottom of each of our email marketing communications.

It can take up to four weeks for your preferences to be registered on our system, so you may still receive communications from us during this period.

 

Should you wish to know more about what information we hold about you including making changes to, or requesting the deletion of, information that we hold about you, you are also entitled by law to make a Data Subject Request. You can make such a request by emailing us at hello@luhvdrinks.com (quoting “Data Subject Request”). Please note that we may need to exclude certain information as part of your request, e.g. in order to protect the privacy of other individuals or if we are permitted to exclude the information for legal or other reasons. If you would like to contact the Luhv Drinks Data Protection Officer, please email hello@luhvdrinks.life   

 

How Do We Keep Your Information Secure?

We make sure that we have information security measures in place to keep your information secure. Where we ask third parties to work on our behalf, before sharing information we always make sure that they have sufficient information security measures in place.

We also work with a number of third parties to help us deliver an excellent service to you. We require all third parties that interact with information to undergo an Information Security Due Diligence Assessment to ensure that information is only shared where third parties have appropriate security measures in place. We will not share your information with any third parties who might wish to market their goods and services to you unless you have provided your consent. Luhv Drinks does not routinely share information outside of the European Economic Area (EEA). If it is necessary we will only do so with the relevant protection in line with data protection legislation requirements.

 

How Long Will Luhv Drinks Keep My Information?

Luhv Drinks is committed to keeping your personal information only for so long as is necessary or where we have a legitimate interest to continue doing so. Where Luhv Drinks no longer requires information to be in a format where you can be identified personally, e.g. where we keep information for analytical and research purposes or transaction information, we will remove any personal details about you. If you have signed up to receive Luhv Drinks marketing communications, then Luhv Drinks will only retain your information for as long as we have your consent to send you marketing (See Marketing and Promotions above).

 

Where you shop online with Luhv Drinks but use our guest checkout path, we will only retain your personal details for a reasonable period of time (maximum up to six months) after you have completed the transaction in order to fulfil any contractual obligations such as refunds and guarantees (unless you also receive luhvdrinks.com marketing communications, in which case we will add this order information to your customer record). your customer record automatically.

 

Contacting Us

When you contact Luhv Drinks through any channel (including by phone, post, email or social media), we will collect information about you in order to respond to your query, request or feedback. Please note, if you contact Luhv Drinks by phone your call may be recorded for quality, training and security purposes. Additionally, calls may be monitored (without your consent) to allow Luhv Drinks to collect information for security and regulatory purposes.

 

How Will I Know If This Privacy Policy Changes?

If we specifically change the way in which we use your personal information or if we need to notify you about a change to the information that we hold about you, we will specifically contact you. Any future changes to our Privacy Policy will be updated online at luhvdrinks.com with the last date of update displayed as below. We encourage you to check this site periodically to learn about the information that we collect, use and share.

 

The Luhv Drinks Privacy Policy was last updated in May 2018.

 

Security Policy

Security of our website is of utmost importance to us. Our site uses software to provide high level encryption technology. Although we use advanced security measures to protect your information against loss, misuse and alteration, as is the case with all computer networks linked to the internet, we cannot make absolute guarantees over the security of the information you provide over the internet and as such we cannot be held responsible for it.

We will never contact you by email to ask you to send or confirm any of your personal details, if we need any information of this nature we will only contact you by telephone.

Never send any sensitive information, such as passwords or credit card information, via email. Where you have chosen to create a password to access certain parts of our website, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

 

Payment Methods

• Credit / Debit Cards

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