Privacy & Cookie Policies

We collect information in a number of ways, examples of which are listed below:

• When you register or use selfridges.com (the "Website")
• When you register or use the Selfridges’ App (the "App")
• When you are registered on the Selfridges customer relationship management system in store
• When you contact Selfridges by telephone or email or through electronic channels (e.g. the website)
• When you register or use Selfridges' in-store or virtual shopping services (e.g. personal shopping)
• When you sign up to receive marketing newsletters
• When you attend an event, or enter prize draws or competitions run by Selfridges
• When completing any surveys that we send to you for research purposes (although you are under no obligation to complete these)
• When completing any forms for transactional, employment or other purposes
• When you buy products, services and gift certificates from Selfridges (ie: details of transactions you make from Selfridges – whether in-store or via the Website or App)
• When you make a booking at one of our restaurants, bars, beauty counters, or any other areas
• When you use or are a customer of any of our other Services or in-store or virtual offerings
• When you complete the forms to open a Safe Deposit box, and as part of the further administration of your Safe Deposit box. We will also collect your personal information when you access your Safe Deposit box and to carry out customer checks.
• When you have access to a Safe Deposit box held by someone else (including under a Safe Deposit box Signatory Confirmation Mandate, under power of attorney or other legal right of access, for example as an executor of an estate), we will collect your personal information as part of the access authorisation process and during the further administration of the Safe Deposit box and as part of our customer checks.
• When you make a booking at, or become a member of, The Cinema at Selfridges
• When you visit our website: we use cookies to help make the experience of using our website better and to personalise the service you receive from us – this means we will remember your previous visits and track the pages on our website that you visit. For more information please see our Cookie Policy. When you visit www.selfridges.com the Selfridges web server automatically records your public internet protocol ('IP') address.
• When you use Selfridges' in-store WIFI (in any of our stores)
• o From time to time, we may also get data about you from third parties. This could include other partners that we have run partnerships, competitions and events with or that provide some of our Services (including our official pages on social media platforms).

Information we obtain directly from you

Here are some examples of information we collect about you when you interact with us (as detailed in point 3):

• Title
• Name and Surname
• Email address
• Date of Birth
• Contact phone number(s)
• Purchase information
• Interactions with us e.g. contacting our Customer Service, visitors logs
• Payment details
• Delivery address(s)
• Billing address
• Attendance at events
• Preferred store, categories and brands
• Appointment booking and information given during appointments
• Alterations and repair requests
• For some specific services, such as Safe Deposit box, we will also be required to collect the following information from you:
• Photograph
• Official documentation providing proof of identification (photographic identification) and related information provided on the official documentation, including, where relevant, a passport number and driving licence number
• Automatically populated IP address*
• Information from cookies**

*When visiting our website we may collect an automatically populated IP address. An IP address is a unique number which allows a computer, group of computers or other internet connected device (such as your mobile or tablet) to browse the internet. We may also record the time and date of your visit, the pages that were requested, the referring website (if provided) and your internet browser version.

**For further information about Cookies and how Selfridges uses them, please read our Cookie Policy. 

Information we obtain independently from you:

Your information may be shared with us by independent organisations, for example other organisations that Selfridges has worked with. These independent organisations will only do so when there is a lawful basis to do so. You should check their Privacy Policy when you provide your information to them, to understand fully how they will process and safeguard your data. These independent organisations may include:

Third Party Organisations

We may combine information you have given to us with additional information made available from / shared with us by external sources. This will only be done when we both have a lawful basis to do so.

Information updates

From time to time we may screen our database against recognised data files, such as the National Change of Address file, to help us keep our database up to date. 

Social Media

Depending on your settings or the privacy policies for social media and messaging services like WeChat or Weibo, you may give us permission to access or be provided with information from those accounts or services.

Information available publicly

We may include information found in places such as Companies House and information that has been published in, for example, articles/ newspapers / online.

Where your personal information is completely anonymised, we do not require a legal basis to use it as the information will no longer constitute personal information that is regulated under data protection laws. However, our collection and use of such anonymised personal information may be subject to other laws where your consent is required.

Where your personal information is not in an anonymous form, we will have a lawful reason to use your personal information in such a way to ensure that we provide the very best products to you and our other customers. 

Examples of how we use your data are as follows:

To carry out our business and to provide a service or carry out a contract with you.

• Fulfilment of, and delivery of, products and services you have ordered and our other services that we provide. We may share your personal information with our delivery partners, third party service providers and third party concessions.
• Process payments. Selfridges does not store any payment card numbers once the transaction has been completed. We share your personal information with credit card companies and other payment providers and acquirers. These third parties will be responsible for the handling of your personal data for these purposes and their privacy policies will set out how they do this. An example of this is Worldpay, who provide payment processing services for Selfridges. They are a Data Controller of your transactional data in order to process the payment. Worldpay’s privacy statement, which can be found on their corporate website, sets out how they use and handle your personal information.
• Contact you with important information relating to your booking or purchase, or use and administration of any of our Services, such as confirming your order, letting you know about returns and refunds and any information in relation to that Service. We may share your information with our communication partners for this purpose.
• Process your tax free rebates. We share your personal information with HMRC.

Where we have your consent:

• Send you marketing updates via email about all the latest news, events and offers at Selfridges. You can unsubscribe at any time by clicking the unsuscribe link in any email. We share your personal information with a variety of third party email marketing providers who assist us in delivering our email marketing campaigns to you. Third Parties include: SmartFocus, Salesforce, Movable Inc, (who are based in the USA and their use of your personal information is governed by the US Privacy Shield) and Olympic, who power our booking platform for The Cinema at Selfridges.
• Use your details to show you advertising on such Social Media platforms, such as WeChat or Weibo, or via other third party advertising that may appear on other websites you use. Online advertising channels we may use are: digital display, video on demand, search engine marketing, paid social - these are all on third party sites or platforms.
• We tailor emails and online advertising to the things you love, so they’re relevant to your location, what you have shown an interest in and the things you buy from us.

Where we have justifiable reason (legitimate interest):

• Events. We share your personal information with any applicable third party hosting the event and ticketing companies such as Eventbrite.
• Respond to customer service enquiries raised in the store, online, social media or on the phone. Woven operate our Customer Service and use case management systems such as Salesforce.
• Send an abandoned basket email via third party suppliers, e.g. Salesforce.
• Invite you to provide feedback about our products and services in the form of online, email, or in-store surveys. We use this information to help us improve the quality of service provided; to monitor the quality of our products and services and to assist with the selection of future product and service lines. We use a third party service provider to assist us with customer surveys and feedback requests. Our third party provider ‘Medallia’ is located in the USA and their use of your personal information is governed by EU Model Contracts and/or US Privacy Shield.
• Conduct postal marketing. We share your personal information with a variety of third party postal providers who assist us in delivering our postal marketing campaigns to you, including the post office.
• Analyse aggregated customer information with other interactions customers have with Selfridges in order to continually improve the products and services we offer through our stores; website and app. We do this using third parties such as Google Analytics, IBM Core Metrix, Maxymiser, Salesforce
• For classifying our audience into user profiles, groups or segments, using shopping habits information regarding your personal or professional interests, demographics, experiences with our products and contact preferences. These segments help us to understand our audience better. We do this using Customer Relationship Management systems such as Salesforce and digital platforms for online behaviours, such as Google Analytics.
• Use of our in-store Wi-Fi; automatic re-connection when you return into the store. A MAC address to monitor Sites traffic and volume. We do this using Iqunity.
• Anonymous track usage statistics on our Sites. By using this information, we are able to measure the effectiveness of our content and how visitors use our Sites and our Services. This allows us to learn what pages to target our adverts so that they’re more relevant to you. We do this using Iqunity.
• Measure and understand how our customers respond to our Sites and to a variety of marketing activity so we can ensure our activity is well targeted, relevant and effective. We share this information with DC Storm.
• To help us run the test version of our website that we use internally to pilot new features and ensure the smooth running of our web services. We do this using Maximiser.
• To keep our database accurate and relevant, we may do this for example, using National Change of Address.
• The use of CCTV recording equipment in and around our premises for monitoring and security purposes. We may share where necessary CCTV footage to the Police and HMRC in particular. This is very strictly controlled.
• Detect and reduce fraud and credit risk.