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Privacy Policy

Our Approach to Privacy

At The Body Shop, we recognize that the protection of your personal information is a very important principle in building trust and maintaining a good relationship with you. We take the protection of your personal information very seriously.

This Privacy Notice explains what personal information we collect about you, how and why we use it, who we disclose it to, and how we protect your privacy.

Please take the time to read and understand this Notice.

Table of Contents

 

  1. This Privacy Notice

1.1 This Privacy Notice explains what personal information we collect about you, how and why we use it, who we disclose it to, and how we protect your privacy. It also set outs your rights in relation to your personal information.

1.2 This Privacy Notice supplements any relevant online Terms and Conditions of Sale, Terms of Use or other notices about the use of your personal information.

1.3 By providing us with your personal information, you agree to the collection and use or otherwise processing (including disclosure) of your personal information in the manner and for the purposes described in this Privacy Notice.

1.4 The provision of your personal information is voluntary. However, if you do not provide us with your personal information, we may not be able to respond to your requests for information and/or services.

 

 

  1. Who is responsible for your Personal Information?

 

2.1 The Body Shop entity responsible for your personal information is identified at the end of this Privacy Notice in the How to contact us section.  If you have a query about the use of your personal information, you may contact the Data Protection Officer or responsible person for your jurisdiction by using the contact information at the end of this Privacy Notice.

 

  1. When do we collect Personal Information from you?

 

3.1 We receive personal information from you through a variety of means and channels, including through our stores, our customer loyalty schemes, through the internet (such as via our information or selling web sites) or through our direct selling business (The Body Shop At Home).

3.2 We also receive communications from you via post, email, phone, fax, or text messaging on your mobile phone, although we prefer to communicate via email because this has the least impact on the environment. Such communications may involve giving to you, as well as receiving information from you.

3.3 Here are some examples of how you may provide personal information to us:

(a) sending us e-mails and text messages

(b) interacting with us on social media platforms (for example, when liking or commenting on our posts)

(c) adding offers, promotions or products to your basket on our website or your Wish List (d) talking to us in our stores or over the telephone or via the "Live Chat" function in our website (for example, when asking us about our products, asking for a refund or making a complaint)

(e) registering accounts on our website (for example, when giving us your contact details and your preferences or interests).

3.4 We limit the amount and type of personal information that we collect to that which is necessary for the purposes for which we are collecting it.

3.5 Although the precise details of the personal information collected will vary according to the specific purpose for which we are collecting the information, we may typically collect the following personal information from or in relation to you:

(a) name

(b) address

(c) phone number(s)

(d) date of birth

(e) e-mail address

(f) credit card number

(g) gender

(h) language preference

(i) merchandise category preferences

 

 

  1. How do we use your Personal Information?

 

4.1 We will only use your personal information for appropriate purposes, for example, where the processing of your personal information is necessary for the performance of a contract to which you are a party, or in order to take steps at your request prior to entering into a contract, or where the processing is necessary for other legal purposes.

Why might we use your personal information?

How do we use your personal information for this purpose?

to process your payments and protect you against fraudulent transactions

We may need to process your personal information to keep your payment information safe and protect you against fraudulent transactions.

to protect The Body Shop against fraudulent transactions, and for our profit protection purposes

We may need to process your personal information to protect The Body Shop against fraudulent transactions, and for our profit protection purposes.

to ensure that content from our website is presented in the most effective manner for you and for your computer

We may at times use your personal information (such as your IP address) to measure the use of our website by you and assess the effectiveness of our website and improve the content of our website.

to provide you with goods and services

We may need to use your personal information to perform our obligations under a contract with you (e.g. where you have purchased a product from us).

to direct market to you, with your permission

We will need to use your contact information (e.g. your e-mail address, postal address, or telephone number) to provide you with information you have requested or which we feel may interest you.

to understand and analyse our sales, and your needs and preferences

We may use your information such as your geographic location, the benefits you look for in our products or services to help us conduct focused market research based on trends and common factors so that we can develop, enhance, market and provide, products and services to meet your needs.

to enable you to participate in promotions and competitions

We will need to use your contact information (e.g. your e-mail address, your telephone number, or postal address) to make sure you receive all the benefits that you are entitled to.

to enable you to participate in our values related campaigns, petitions and activities

We will need to use your contact information (e.g. your e-mail address, your telephone number, or postal address) to record your participation in campaigns, petitions and activities.

to enable you to participate in customer research or focus groups

We will need to use your personal information (e.g. your age, your gender, your geographic location) to help us conduct focused market research based on trends and common factors so that we can develop, enhance, market and provide products and services to meet your needs

to process exchanges or product returns

We will need to use your personal information to perform our obligations under a contract with you (e.g. where you have purchased a product from us and wish to receive an exchange or return).

to gather feedback from you

We may collect your personal information when we gather feedback from you about our products, websites, mobile apps and other activities.

to respond to requests or complaints

We will need to use your personal information to respond to requests or complaints that you submit to us.

to enable you to participate in our customer loyalty schemes and manage your membership

We will need to use your contact information (e.g. your e-mail address, your telephone number, or postal address, date of birth) to make sure you receive all the benefits that you are entitled to as a member of our customer loyalty scheme (such as sending you a voucher on your birthday).

to develop products and services

We will use your personal information in the event that there are adverse reactions or innovations to our products.

4.2 Generally, we store your personal information for as long as necessary in order to maintain the customer relationship and to provide services to you. There are other reasons why your personal information may be retained for a longer period such as legal or regulatory reasons. However, if you opt in to receive marketing communications from us we will retain your personal information as long as necessary (for the purposes of direct marketing to you) unless you withdraw your consent to, or unsubscribe from, marketing materials. If you would like to withdraw your consent or unsubscribe to marketing communications please contact us in the manner indicated in the relevant communication.

4.3 We may disclose your personal information if we are required to do so by law or requirement of a competent authority. In addition, we may disclose your information in order to comply with regulatory obligations such as if you have an adverse reaction to our products.

  1. Sharing of your Personal Information

 

5.1 We may share your personal information with other companies within our Group (i.e. subsidiaries, affiliates and our franchisees and sub-franchisees). It may also be shared with a third party who acquires us, a member of our Group, or substantially all of our assets.

5.2 We may use other carefully selected companies, agents, or contractors to perform services on our behalf or to assist us with the provision of services to you. We may also share your personal information with not-for-profit entities or our campaign partners for charitable purposes or petitions.

5.3 If you are an existing customer and have consented to use and transfer of your personal data for marketing purposes, we may share your personal information with carefully selected companies which perform marketing activities on our behalf for direct marketing purposes.

5.4 If you have consented, but subsequently do not want us to use your personal information for direct marketing purposes, or if you do not want us to pass your details on to third parties for direct marketing purposes, please advise us.

5.5 Each time we send you marketing communications, we will give you the option to unsubscribe by contacting us as set out in the relevant communication.

5.6 We may share your personal information with our subsidiaries, affiliates or to third parties in different countries, for the purposes of providing services to you or supporting our business operations in support of our use of your personal data as set out in item 4.1 above. If we do transfer your personal information to these organisations, we will provide appropriate measures and controls to protect your personal information.   As a global business we may transfer customer personal data outside the country of collection, including to the European Economic Area.

  1. How to withdraw your consent

 

6.1 At any time, you can withdraw your consent to the collection, use or disclosure of your personal information by (i) contacting us using the details set out at the end of this page, or (ii) writing to us in the prescribed manner via email , as specified in our communications to you, or in relevant forms that you might have signed (e.g. for our customer loyalty scheme). If you have any concerns in relation to the unsubscribe functionality that we make available to you, please contact us using the details set out at the end of this page.

6.2 If you opted in to receiving marketing communications from us when you became a member of our loyalty scheme and choose to end your membership to such scheme, we will not take this to imply an automatic request to unsubscribe or withdraw your consent to receive marketing communications, and we will assume that we have your continued consent to direct market to you, unless you specifically unsubscribe or withdraw your consent to receive marketing communications.

6.3 Even if you withdraw your consent we may still collect, use or disclose your personal data if the law requires or authorizes us to do so.

 

 

  1. Accuracy of your Personal Information

 

7.1 We keep personal information as accurate, complete and up-to-date as necessary, taking into account its use and the interests of our customers.

7.2 You are responsible for informing us about changes to your personal information and for ensuring that such information is accurate and current.

  1. Access and correction

 

8.1 You may have the right to request:

(a) access your personal information we hold; or

(b) correction of your personal information we hold.

8.2 We will endeavour to respond to an access or correction request promptly and in any event within any timeframe prescribed by law.  However, in certain circumstances we may refuse your request where the law allows us to do so.  If we refuse a request we will also comply with any legal requirements relating to that refusal. For security reasons, we reserve the right to take steps to authenticate the identity of the requesting party before responding to a request.

8.3 If you believe that your rights or a legal requirement applying to our handling of your personal information have been breached or that your personal information has been compromised, you may contact us using the contact information below.

8.4 We commit to investigating all complaints and will take appropriate necessary measures to resolve matters of concern, including, if necessary, amending our policies and practices.

8.5 If you do not receive a satisfactory answer from us, you may make a complaint to the competent supervisory authority.

 

  1. CCTV

 

9.1 Please note that where CCTV is in operation in our stores you may be captured on CCTV and your image stored. All CCTV footage is captured purely for your security and for the prevention and detection of crime. If you would like to know more about this, please contact us using the details provided below.

 

  1. Effective date and changes to this Privacy Notice

 

10.1 This Privacy Notice was last updated on [01.11.19].

10.2 We reserve the right to change this Privacy Notice from time to time. If we decide to change this Privacy Notice, we will notify you of these changes by posting any changes on any relevant Internet pages.

10.3 If at any point we decide that we wish to use your personal information for any purpose other than, or in addition to the purpose(s) listed in this Privacy Notice or that stated at the time your personal information was collected (or a purpose compatible with the original purpose), we will notify you. To the extent that your consent is legally required we will only proceed with such use, if we receive your consent with respect to such additional purposes.

 

  1. How do we keep your Personal Information secure?

 

11.1 We protect personal information against loss or theft, unauthorized access, disclosure, copying, use or modification with security safeguards appropriate to the sensitivity of the personal information, regardless of the format in which it is held.

11.2 We use various administrative, technical and physical methods to safeguard your personal information. They include:

(a) physical measures: locked filing cabinets, restriction of access to offices, and company alarm systems.

(b) technical tools: passwords and encryption, using generally industry best practices.

(c) organizational controls: confidentiality agreements, limiting access on a need-to-know basis, staff training and security clearances.

11.3 Online security is also a priority. We incorporate security measures such as encryption and authentication tools to protect your personal information from unauthorized use. Firewalls are utilized to protect our servers and network from unauthorized users accessing and tampering with files and other information that we store.

11.4 We use Secure Sockets Layer (SSL) technology to protect your credit card information online.

11.5 Payments made via our website are processed in a secure environment using software provided by third party providers.

11.6 The Body Shop, as a global retailer, has signed up to and aims to comply - to the extent relevant to its type of business - with the Payment Card Industry Data Security Standard (PCI DSS). For more details on PCI DSS please refer to: https://www.pcisecuritystandards.org/.

 

 

  1. Matters specific to the Internet

 

12.1 Links to Other Web Sites

(a) The Web Site or any of our various other web sites may contain links to other third party owned and operated web sites or internet resources. When you click on one of those links you are contacting another web site or internet resource. We have no responsibility or liability for or control over those other web sites or internet resources or their collection or processing of your personal information.

(b) We encourage you to read the privacy policies of those other sites to learn how they collect and use information about you.

12.2 Cookies and Web Beacons

(a) Our web sites make use of cookies as well as web beacons.

(b) Cookies are small text files generated when you visit our web sites or use our online services that reside on your computer and can uniquely identify your browser.

(c) We use three types of Cookies:

(i) a Session Cookie is used whilst you are viewing the web site and expire after you leave the web site.

(ii) a Registration Cookie is a small file that is generated when you register (log on) onto the web site and remains on the computer you registered from and is used to recognise you when you register (log on) again to the web site using the same computer. We use cookies on our web site to allow you to set your individual preferences and to help us provide a better user experience.

(iii) third-party cookies of suppliers who set their own cookies on our website with our permission to enhance customer experience and functionality and to deliver the services that they are providing. For more information about this type of cookie and the possibilities to opt-out or change your cookies settings, refer to their individual privacy policies here.

(d) Cookies help us to study traffic patterns on our web site, store user preferences and track user trends on our web site, so that we can understand which parts of our web site are popular and make browsing an even more rewarding experience for our users. We may also use cookies when you register online for services or information.

(e) You may choose to decline cookies if your browser permits, but doing so may affect your use of our web site, for example your ability to access certain features of the site or to engage in transactions and tailored advertising.

(f) If you opt out of interest-based advertising cookies, you may still see advertising online but it will no longer be tailored to your interests.

(g) Tracking tags/Beacons: Each web page in our web sites contains tracking beacons/tracking pixels that allow us to follow your progress through the various pages within the web site. This information is then aggregated (de-personalised) before being analysed.

 

 

  1. Children

 

13.1 Unless otherwise indicated, our is not directed toward children. The products that we offer for sale on our website are intended for purchase by adults only. We do not intentionally collect any personal information from children.

 

  1. How to contact us

 

  1. Questions, comments and feedback regarding The Body Shop International Limited Privacy Notice or the data collection practices outlined herein, are welcomed and should be addressed in the first instance to our customer care centre. Please contact us as follows:

Australia

The Body Shop Australia Pty Limited

Email: AUOnlineSupport@thebodyshop.com

 

Phone: 1800 065 232

 

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