Privacy Policy
This privacy policy aims to give you information on how eyelovevue.com collects and processes your personal information when you visit our website, you register with us for our services, place an order for our products or get in touch with us.
Controller
Vue Direct Ltd is the controller and it means that it is responsible for your personal data (collectively referred to as “we”, “us” or “our” in this privacy policy).
eyelovevue is committed to protecting your personal information and upholding privacy and data protection laws.
We have appointed a Data Protection Officer (DPO), who is responsible for overseeing questions in relation to this privacy policy. If you have any questions about this privacy policy, including any requests to exercise your rights, please contact the DPO at [email protected].
What Personal Information does eyelovevue.com collect?
Personal data or personal information means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).
We may collect, use, store different kinds of personal data about you which we have detailed below.
(1) Visiting our Website
When you access our website, we automatically collect and store some of your data in our servers and in our cookies, which are small files sent to your device when you access the website.
The following information will therefore be collected until they are deleted automatically after 30 days:
- IP address
- The date and time of access
- The name and URL of the file accessed
- Details of browser
- Details of device such as operating system
We also use 3rd party services to enhance and secure our website and some essential digital information may be shared with those 3rd parties in order to provide that service. Examples of these services include live chat, web analytics, usability improvement and on-site survey tools.
Our legal basis for the processing of the above information is our legitimate interests which are derived from the purposes of the collection. The purpose of processing is mainly to improve our website, services and customer experiences. The data will be stored for a period of 30 days and subsequently deleted automatically.
(2) Fulfilment of orders placed with us
We collect, store and process personal data for the fulfilment of your order placed with us. This includes the following:
- Title, first name and last name
- Invoice and delivery address
- Email address
- Payment information which is tokenised
- Telephone number
- Date of birth
Where you purchase contact lenses from us, we also gather and store contact lenses values.
Should you have given your telephone number, we will use it to contact you in relation to the order processing procedures to make sure that you receive your products, and not for any other purposes.
The processing of the above information is necessary for the fulfilment of your order or in order to implement pre-order measures.
The protection of minors is of importance to us. We only process orders from persons who, at the time of placing the order, have attained the age of 16. For this reason, we also collect information concerning your date of birth for verification purposes when an order is placed.
We will store your personal information as long as you have an active business relationship with us. After the termination of the business relationship, we will archive the information pertaining to our relationship according to commercial, taxation and medical requirements as prescribed by relevant laws.
Personal data that is not subject to these legal requirements will be deleted on termination of the business relationship.
Payment information
When making a payment to eyelovevue.com, you will use one of our carefully selected and authorised payment service providers who will process the transaction independently and securely. Eyelovevue will not have access to your payment card or bank details. If you choose to store your card details for future purchases with us, we will use secure tokenisation to “remember” your payment details for next time. In this way, neither we, nor anyone else, can access your payment information (other than the last four digits of your card number and your card expiry date), but you won’t have to enter your payment details a second time.
(3) Other Data Collection on our website eyelovevue.com
(I) REGISTERING A CUSTOMER ACCOUNT
To place an order with us, you will be required to register a customer account with us at the same time. By registering an account with us, you are able to get an overview of your order history, re-order and where you buy contact lenses, you are able to review the advice we have provided to you.
A customer may request to cancel their account. Following a cancellation, we will delete your data, unless we are legally permitted to continue processing in certain circumstances.
As long as your customer account exists, the data that you have communicated in connection with your orders will be stored there in addition to those orders. You have the right to demand information concerning the data stored in your customer account at any time. Access to your customer account is only possible after the entry of your personal password. You should always treat your access information as confidential and close your browser window after ending your communication with us, particularly if you share usage of the computer with others.
(II) GETTING IN TOUCH BY PHONE, SOCIAL MEDIA, IN WRITING AND OTHER MEANS
You may choose from a variety of communication methods to contact us. Contact establishment is voluntary. If you choose to contact us via social media, phone, email, in writing, through our Contact Us form or any other form of communication, your contact details will be used to identify you and message may be recorded to process your concerns, requests and for quality control. The collection of data is carried out on the basis of our legitimate interest in being able to contact you as part of your inquiry. The data will be deleted after the statutory storage obligations have expired.
We will always deal with enquiries and correspondence with due care and confidentiality. Occasionally we may circulate customer feedback internally if we feel it may help to improve our service, but this would always be made anonymous.
We use a third-party service provider called Zendesk to manage our customer support services and Zendesk provides us with support statistics to help us improve our services to you.
(V) COMMUNICATIONS PREFERENCES
We use your personal data to track your communications preferences in relation to our contact with you. If you would like to change your communications preferences, you may do so at any time by updating your preferences in the Communications Preference Center.
(4) Processing personal data for marketing purposes
(I) DISCOUNTS AND OFFERS THAT COULD BE OF INTEREST TO YOU
Where you conclude a contract with us and are therefore our customer, we process your name and contact details in order to inform you about our similar products and offers that are of interest to you based on your preferences. You may object at any time by unsubscribing from our communications as per ‘opt-outs’ information provided, by updating your preferences in the Preference Center or by using the contact details provided in the Contact Section. The legal basis for the processing is our legitimate interests.
(II) NEWSLETTERS BY EMAIL
We offer you the possibility to register for our newsletter. The processing of your electronic contact data for this purpose is thus affected solely on the basis on your consent, these data will be stored until your consent is revoked. You may revoke your consent at any time. For this purpose, you may either click on the relevant ‘unsubscribe’ or ‘opt-out’ link in every newsletter.
Where you conclude a contract with us and are our customer, we process your email address in order to send you our newsletter which contains useful vision and medical care related information, the latest trends and new promotions based on your preference. You may object at any time by clicking on the ‘opt-out’ link in such emails, or by using the contact details provided in the Contact Section. The legal basis for the processing is our legitimate interests.
(III) PRODUCT UPGRADE RECOMMENDATIONS
Where you buy contact lenses from us, we process your name and contact details to inform you about product upgrade options based on your preferences. Depending on the contact lenses you are currently using, we would like to make sure that you have the most preferred lenses which would suit your current needs. You may object at any time by unsubscribing from our communications as per ‘opt-outs’ information provided, by updating your preferences in the Preference Center, or by using the contact details provided in the Contact Section. The legal basis for the processing is our legitimate interests.
(IV) SERVICE-RELATED
Where you conclude a contract with and are therefore our customer, we process your name and contact details in order to provide you with dispatch and delivery updates so that you can track your order when it leaves the warehouse. The processing of your data is necessary for us to provide the service you have requested from us.
Where you buy contact lenses from us and would like to receive reminders, we process your name and contact details to provide you with helpful reminders to ensure you have adequate supply of contact lenses when you need them. You may object at any time by unsubscribing from our communications as per ‘opt-outs’ information provided, by updating your preferences in the Preference Center or by using the contact details provided in the Contact Section. The legal basis for the processing is our legitimate interests.
(V) CUSTOMER SATISFACTION FEEDBACK
We offer you the choice to decide whether you would like to provide us with your feedback on our services so that we can improve our customer service experience. We will use your name and contact details for this purpose. You may object at any time by clicking on the ‘opt-out’ link in such emails, by updating your preferences in the Preference Center or by using the contact details provided in the Contact Section. The legal basis for the processing is our legitimate interests.
(5) Interest related advertising
To make sure that you only receive information you may be interested in, we rely on your marketing preferences and information related to your account are used. The aim is to be able to send you only advertising that is relevant to you and we do not cause nuisance with unnecessary advertising. The processing of regular customer data for our own advertising purposes is to be regarded as the legitimate interest of our business.
How does eyelovevue Protect your Data?
The security and confidentiality of your personal data is very important to us, so we take extra care to ensure it is protected.
We use strong encryption where necessary as an added layer of protection.
We will always confirm your identity before discussing your account with you.
We only collect information we need and we only provide access to your data to members of staff who require it as part of their role in providing our products and services to you.
Almost everything we do is digital which makes looking after your data easier.
We use modern firewalls and have multiple layers of active protection and monitoring in place to prevent cyber-attacks.
We perform penetration testing and security scanning on our systems to ensure our protections are up to the job.
Our staff are trained specifically in data protection and cybersecurity.
How Long does eyelovevue Retain your Data?
We do not keep your data forever.
The amount of time data is kept for will depend on what the data is and for what purpose it was collected. In general, we will only keep or process your data for as long as necessary to provide our services to you or as required by laws and regulations.
Once the data retention period has passed, we will delete the data or anonymise it, so it cannot be used to identify you as an individual. When your information is removed or anonymised within our organisation, it will also be removed or anonymised by any 3rd parties we may have shared it with as part of providing our service to you (for example, payment service providers or couriers).
We may continue to use anonymised data in aggregate form for the purpose of business analysis and reporting.
Who does eyelovevue Share your Data with?
Trusted 3rd Party Services and Partners
On some occasions, we rely on 3rd parties to deliver and improve our products and services and we may need to share some of your personal data for that purpose.
Examples of 3rd parties we share data with include payment service providers, couriers, web analytics, infrastructure and IT providers, live chat platform for customer support, referral program service company and security providers.
We take steps to ensure that where a 3rd party is handling your data on our behalf that we:
- Only provide the information that is needed to perform the specific task
- Have agreements in place to ensure that processing is limited to the purpose we have specified
- Are sure that your rights and freedoms under EU data protection laws are met
- Have assurances that data is not kept beyond use, for example, if we decide to no longer use a 3rd party or once the specific task the 3rd party performs is completed
- Are able to confirm that the 3rd party is subject to the same or equivalent levels of data protection obligations as exists within the EU, for example within a data protection framework such as the EU-US Privacy Shield, and that your rights over your data are not compromised.
The following recipient has its head office outside the European Union: Zendesk Inc. The transfer of personal data is subject to the EU-US Privacy Shield arrangements.
Your Data, Your Rights
Under data protection laws, under certain circumstances, you have the right to access the information we hold about you as well as to request that the information is corrected if it is incorrect or incomplete.
Likewise, you have the right to know what personal data we collect and why. You also have the right to data portability in certain circumstances, meaning that you can ask us for a copy of personal data held by us in a format easy to transfer to another service or business, or ask us to transfer this for you.
If you prefer that we delete your personal data, you have the right to request this in certain circumstances, such as where holding the personal data is no longer necessary for the purposes for which we collected it, and where we are not bound by law to keep the data, we will respond without undue delay.
In certain circumstances, for example with respect to a legal claim, you have the right to restrict further processing of your data for a period of time.
You have the right to object to our legitimate interests and our profiling activities where these are based on our legitimate interests.
If we are processing your information because you have given your consent to do so, you can withdraw your consent at any time. For example, we include opt out links in all marketing emails. You may also object to processes that are carried out solely for our own legitimate interests as a business.
Legal Bases for Data Processing
Data protection law states that we must have a legal basis for every aspect of personal data processing we undertake. We have stated our legal basis in respect to processing detailed above. With respect to the nature of our processing, we have assessed the below as being the most relevant grounds for processing:
PERFORMANCE OF CONTRACT WITH YOU
In the majority of cases, we process your data because we need to do so in order to serve you. The lawful basis in these cases is contractual obligation.
LEGITIMATE INTEREST
In each case where we process your information on the legitimate interest basis, we make sure that the legitimate interests of our business do not override the freedoms, rights and expectation of our customers.
LEGAL OBLIGATION
In some instances, we may need to perform certain processes because the law says we must. For example, retaining transaction data for a certain period of time for accounting compliance.
CONSENT
On certain occasions, we will seek your consent, in writing or electronically.
When we seek your consent, we will be clear and specific about what we are seeking your consent for.
Where you provide consent for a particular activity, you will also be able to ‘opt out’ at a later stage, and a simple process for doing so will be made clear.
Third – party links
This website may include third-party websites, plug-ins and applications. Clicking on those links may allow third parties to collect about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy policy of every website you visit.
Contact Details
For updates to the information on your account, including corrections to your personal data, changes to your communication preferences, managing your consent or if you would like us to stop processing your information, please contact our Customer Services team:
Tel:-0330 133 1314
For any other data protection enquiries, please email us at:
Please note: Before we can act on a request regarding access to your personal data, we may need to verify your identity.
Relevant Data Protection Supervisory Authority
If you feel that your data or your rights over your data are not being handled correctly, you may contact the Office of ICO
We would, however, appreciate the chance to deal with your concerns before you approach the ICO, so please contact us in the first instance. Contact details for the ico are as follows:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113 (local rate) or 01625 545 745
Use of Cookies
This website relies on the use of cookies for essential security and personalisation functions such as remembering what’s in your basket and allowing you to log in to your account. We also use own party and 3rd party cookies to help monitor website performance and make improvements to usability.
USE OF COOKIES
Cookies are a feature of internet web browsers. A cookie is a very small text file that your web browser saves on your computer’s hard drive. Our website may make use of cookies files. Cookies allow us to deliver a more convenient and personalised experience of our website to you. For example, a cookie allows us to “remember” you and have you automatically logged in from your computer to your account at our website.
We may use 3rd party cookies for advertising, in order to display banner and search adverts which we think may be relevant to you. These cookies do not collect any personally identifiable information. Below are a list of suppliers authorized to place cookies on our website:
- Google Analytics Advertising Features
- Criteo: The purpose of the Criteo cookies is to re-target users of our website to display personalized advertisements in their future navigation. You can opt out here: http://www.criteo.com/privacy.
It is not necessary to accept cookies in order to view or use our website. However, many people find accepting cookies to be very helpful in terms of time saved and convenience. Please be assured that we do not use cookies in order to extract personal information about you from your computer unless you have already knowingly provided us with that information.
You can clear your cookies, or request that browsing activity not be tracked through your browser settings.
Strictly Necessary Cookies
These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will then not work. These cookies do not store any personally identifiable information.
Changes to this policy
Our privacy policy may change at any time, so you may wish to check it each time you visit our website.
Any changes will apply from the time that they are posted to this page. If we make any significant changes in the way we treat your personal information we will make this clear on our website or by contacting you directly.
If you have any questions at all about the ways in which we collect and use your personal information, please contact us at [email protected] at any time.
17. Our Liability
- Our liability in connection with the purchase of any Optical Dispensing Services and optical appliances from us is strictly limited to the purchase price of those Optical Dispensing Services and optical appliances. Although we take all reasonable steps to protect our systems and software against computer viruses, bugs, Trojan horses and/or other defects, we assume no liability and shall not be responsible for viruses or any other disabling features that affect your computer as a result of using our website, nor for any delays or failures you may experience in connection with, nor any modification, suspension or termination of our website.
- We shall only be liable for losses you suffer in connection with a breach of these Terms and Conditions which could be foreseen at the time when an order was placed. Foreseen is defined as where they could have been contemplated by both you and us acting reasonably.
18. Severability
If any court or competent authority decides that any of the provisions of these Terms and Conditions or any provisions of a contract between you and us are invalid, unlawful or unenforceable to any extent, the term will, to that extent only, be severed from the remaining terms, which will continue to be valid to the fullest extent permitted by law.
19. Law and Jurisdiction
These Terms and Conditions are governed by UK law. Any disputes arising in connection with these Terms and Conditions shall be resolved before the courts of the United Kingdom.
20. Right to vary these Terms and Conditions
We have the right to amend these Terms and Conditions at any time without any prior notice or liability.
21. Expressions used in these Terms and Conditions
A “Dispensing Optician” means a person engaged or proposing to engage in the fitting and/or dispensing of optical appliances. An “Optometrist/Ophthalmic Optician” means a person engaged or proposing to engage in the testing of sight and a person lawfully qualified to issue a prescription/specification for optical appliances.
“Optical Dispensing Services” are defined as advice regarding optical appliances features and wear time; eye care and fitting advice; handling and maintenance advice and prescription and comfort advice. These “Optical Dispensing Services” are provided either directly by Our Opticians or by a trained Optical Consultant who is under the Direct Supervision of Our Opticians.