Privacy Policy

DeMellier Limited (referred to as “we”, “us” or “our” in this Privacy Policy) is the data controller of the personal data we collect from or about the users of our website, https://demellierlondon.com/ (our “website”) and our current and prospective customers, retailers, and suppliers (“you” or “your”). This Privacy Policy tells you about how and why we collect and use your personal data and informs you about your rights in relation to that data. We are committed to protecting your personal data and respecting your privacy in accordance with applicable laws. This policy has been created in accordance with the General Data Protection Regulation (EU 2016/679) including as implemented into the laws of the United Kingdom (“GDPR”) and the Data Protection Act 2018. We want you to be fully informed about how we use your personal data, how we keep it secure, and your rights. We trust this Privacy Policy will answer any questions you have, but if not, please get in touch with us using the contact details provided at the end of this Privacy Policy. We may need to update this Privacy Policy from time to time and will do so by updating this page and, where appropriate, notifying you by e-mail.

Ensuring the lawful use of your data

We will only use your personal data where we have a lawful basis to use it under data protection laws. This will usually be where we need to use your data to enter into or perform our contract with you (for example, to provide you with the products or services you have requested), or to use it in a way which would reasonably be expected as part of running our business, and which does not adversely impact you. For example, we might use your personal data to allow us to improve our website, products and services or to ensure that your data is kept secure. Please contact us using the details provided at the end of this Privacy Policy if you would like any further information about this.

We may sometimes need to use your data to comply with our legal obligations (for example, to pass on details of people who are involved in fraud to the authorities) or to implement appropriate data security measures.

In some cases, we may ask for your consent to use your data, for example, where you agree to receive marketing from us by signing up to our newsletter. Where permitted by law, we may rely on our legitimate interests in promoting our brand, products and services to send you marketing by email, SMS and post.
Further details of how we will use your personal information are provided below.

Information we may collect from you and how we use it

This Privacy Policy applies to information that we collect: when you engage with us through our website, when you get in touch with us via phone, post, email, social media, DeMellier Virtual Assistant or otherwise, when you purchase our products or services, or provide us with your products or services, when you create an account with us, when you signup to receiving our marketing and also when you visit our website, including when we use technical information about your visit and the device you’re using.

The information we collect about you and how we will use it, depends on how you interact with us.

1. Personal data needed to identify/contact you, such as your name (and company name, where applicable), your contact details, such as your email address, telephone number, job title (where applicable) and mailing address/place of work, and information relating to the relationship/proposed relationship with us.

How we use it:

  • Where you are our supplier, to communicate and conduct business with you.
  • Where you are one of our retailers, or express an interest to become one, we will process your personal data to assess your suitability as a retailer and if you are successful, to enter into an agreement with you and to manage that relationship.

Lawful Basis:

  • To enter into/fulfil our contract with you/legitimate business interests.

2. Personal data you provide to us such as your first name, last name, your email address, telephone number billing/delivery address and details of your order and where applicable, company name and social media handle.

How we use it:

  • Where you are our customer, to register your account, to process and fulfil your order, to arrange for the delivery of the product/services purchased, to manage any future repair of your product and to provide you with relevant news and offers about our company and/or our products and services.
  • To send you marketing communications and to keep you up-to-date about our products and services which we think will interest you.
  • To respond to and otherwise deal with any enquiry or complaint you raise with us.
  • Fraud prevention and detection and data security.

Lawful Basis:

  • To enter into and fulfil our contract with you/legitimate business interests.
  • Where you consent or for legitimate business interests.
  • For legitimate business interests.
  • Legal obligation/legitimate business interests.

3. Payment details and details of your transactions.

How we use it:

  • To take/make payments and to assist you with any queries you have about current and previous payments. For debt recovery.
  • Fraud prevention and detection.

Lawful Basis

    • To fulfil our contract with you/legitimate business interests.
    • Legal obligation/legitimate business interests.

4. Information you provide to us when you contact us by telephone, email, post, social media or any other method.

How we use it:

    • To provide you with the information, support and/or customer services you have requested.
    • To train our employees.

Lawful Basis

      • For legitimate business interests.
      • For legitimate business interests/consent.

5. Voluntary survey responses.

How we use it:

      • To help us to improve our products and services.

Lawful Basis

        • Consent

6. Information about your use of our website, including technical information including your computer’s Internet Protocol (“IP”) address, the device, operating system and browser type used to access our website, the date and time of your visit, the pages visited, how long you spent on them, any resources accessed or materials downloaded, your interactions with our social media platforms, affiliate platforms and marketing communications. We use “cookies” and similar technologies for the purposes of evaluating the use of our website and improve the experience of visitors to it. For information about our use of cookies to monitor and manage our website performance, please see our Cookies Policy.

How we use it:

        • To administer and assess the performance of, and to improve our website, to ensure it is presented in the most effective manner for you and to give you a high-quality website experience, to allow you to participate in interactive features of our website if you choose to do so and provide a customised offering.
        • To keep our website safe and secure.
        • To make suggestions and recommendations to you and other customers/users of our website about products or services that may interest you or them, for example, to highlight articles or site services that we think will be of interest to you based on your usage of the website, order history, interactions with our social media platforms, affiliate platforms and marketing communications.
        • To measure or understand the effectiveness of advertising we serve to you and others, and to deliver relevant advertising to you.

Lawful Basis

        • For legitimate business interests/consent.

You do not have to give us any of the personal data referred to in this Privacy Policy, but if you do not provide us with certain information, we may not be able to provide you with the products or services that you have requested from us or deal with your enquiry.

Automated decision making

We do not currently carry out automated decision-making using information we hold about you.

Sharing your data

We may share your personal data with trusted third parties to allow us to achieve the purposes described in this Privacy Policy. When we do share your personal data with these third parties, we have written contracts in place with them which require them to only use your personal data for the purpose we specify to them and that your data is secure. We review the data protection standards of every company who processes our personal data on our behalf, and we ensure that there are contracts in place with them which set out how they must meet the standards required under the GDPR.

The third parties that we may share personal data with include the following:

        • Any affiliates and group companies;
        • Third-party consultants, contractors or other service providers who may process your personal data on our behalf when providing services to us, including but not limited to, IT support services and website management; customer relationship management, customer experience platform and customer survey services; logistics/delivery/returns services; payment/transactions management; affiliate platforms; and email, SMS and postal marketing, analytics and other advertising related services;
        • Law enforcement and fraud prevention agencies, so we can help tackle fraud;
        • Finance companies, in cases where you may have used them as a payment method to complete your purchase;
        • Third parties in the event of a restructuring exercise or sale of all or a part of our business;
        • Our advisors, including accountants, auditors, lawyers and other external professional advisors; and
        • Government bodies, dispute resolution and law enforcement organisations and other regulators, including HMRC, the police and/or the courts where we have legal or regulatory duty or obligation, or to enforce or apply any agreements which we enter into with you.

Information we receive from third parties

We may receive information about you from third parties, such as payment/transactions management service providers, lenders and finance companies; authorities or from other organisations we work with. We may combine the information you have given us, with information obtained from other sources, but we will only do this when we have a lawful basis to do so.

How long will we keep your personal data?

We will only keep your personal data for as long as we need to for the reason we collected it, as set out in this Privacy Policy or as otherwise required for legal purposes. For example, due to our commitment to offer a lifetime repair service for our products, we will retain relevant personal data relating to our customers for as long as is needed to allow us to provide that service. We may also continue to process your personal data if we are required to do so for legal purposes, for example, to meet our legal or regulatory requirements, to deal with any legal claims, or to prevent fraud and abuse. For further information about our retention of your personal data, please contact us using the details provided at the end of this Privacy Policy.

International data transfers

The personal data that we collect about you may be transferred to, stored at, or may be accessed from a destination outside of the UK/European Economic Area (“EEA”). For example, it may be processed by staff operating outside the EEA who work for us or for one of our suppliers.

To ensure that your personal data receives an adequate level of protection when it is transferred outside the UK/EEA, we ensure that at least one of the following safeguards is relied on:

        1. the transfer is to a country that has been deemed to provide an adequate level of protection for personal data by the UK Secretary of State and/or EU Commission (as applicable);
        2. we have put in place contractual terms (approved by the Information Commissioner’s Office (“ICO”)/EU Commission, as applicable) with the recipient of the data to ensure that your personal data is safeguarded appropriately; or
        3. we rely on an approved framework, such as the EU-US Data Privacy Framework and UK data bridge.

If you require further information about, or copies of, the measures we use in relation to a particular data transfer outside the UK/EEA, you can request it by contacting us using the contact details provided at the end of this Privacy Policy.

Security

All personal information provided to us and kept by us is stored on secure servers. All payment transactions will be encrypted. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our website, you are responsible for keeping this password confidential. We ask you not to share your password with anyone.

We are committed to ensuring that your personal data is secure, and we have put in place suitable administrative, technical, physical, contractual and managerial measures to protect your personal data from loss, theft, unauthorised use, disclosure or modification. Our employees who have access to and process your personal data are obliged to respect the confidentiality and security of your personal data.

Third party links

Our website may, from time to time, contain links to other websites of interest, including the websites of our stockists. However, we do not have any control over third party websites, and they will be governed by their own privacy policies, not this Privacy Policy. Before you submit your personal data to any of these third-party websites, we recommend that you review the relevant privacy policy to ensure that you understand how your personal data will be used.

How can I unsubcribe from marketing communications?

Our communications are designed to tell you about the benefits we can offer, so that you can have exclusive access to our best deals or hear about our new products or services. We may use the information we have about you to tailor the content and try to ensure that the offers we provide are as relevant to you as possible.

You can unsubscribe from our marketing communications at any time by contacting us using the details provided at the end of this Privacy Policy, by clicking on the unsubscribe link provided in our marketing emails or by replying ‘STOP’ to an SMS marketing message.

Your rights

You have the following rights in relation to the personal data we process about you:

        • the right to obtain access to your personal data (commonly known as a "data subject access request") including a copy of it;
        • the right to ask us to correct or update your personal data if it is incomplete or inaccurate;
        • the right to object to the processing of your personal data where we rely on legitimate interests as our justification, unless we demonstrate compelling legitimate grounds which override your right to object, or the processing is necessary for the establishment, exercise or defence of legal claims;
        • the right to ask us to erase your personal data, for example, where the personal data is no longer necessary in relation to the purposes for which it was collected, in certain circumstances where you have objected to the processing of such personal data, or where the personal data has been unlawfully processed;
        • the right to ask us to restrict the processing of your personal data (i.e. the processing will be limited to storage only), for example, where you have questioned the accuracy of your data (whilst we verify this) or where the processing of your data is unlawful, but you oppose deletion and request the restriction of use instead;
        • the right to receive or transfer your personal data to another controller (data portability) if we are processing your data based on consent or on a contract and the processing is carried out by automated means; and
        • where we are relying on your consent to process your personal data, the right to withdraw your consent at any time.

Where you withdraw consent, we will stop using your data for the specific purpose, unless we have an alternative legal basis to use it. Please see ‘How can I unsubscibe from marketing communications?’ above for further details about how to unsubscribe from any marketing communications you have consented to receiving. We may ask you for proof of your identity before dealing with your request, as a security measure to protect your data.

Complaints

If you are dissatisfied with how we have handled your personal data, you have the right to make a complaint to your data protection regulator and we will work with them to resolve it. In the UK, this is the Information Commissioner's Office (ICO). You can make a complaint to the ICO by calling their helpline on 0303 123 1113 or on their website at www.ico.org.uk/concerns.

We would, however, appreciate the chance to deal with your concerns before you approach the ICO or, (if you’re based outside of the UK, your data protection regulator), so please do contact us in the first instance using the contact details below.

Contacting DeMellier

If you have any queries, comments or requests regarding this Privacy Policy, you have a complaint or you would like to exercise any of your rights set out above, you can contact us in the following ways:

This Privacy Policy was last updated on 28 February 2025