GBP (£)
USD ($)
Privacy Policy
Introduction
Our Privacy Policy gives you information about when and why we collect your personal information, how we use it and how we keep it secure. Please note that this Policy only applies to personal information that Kliko uses. It does not cover the use of your personal information by third parties, who are not processing your information on our behalf, for example if you select other payment processing providers (see below for more details). This Policy also tells you about your privacy rights and how the law protects you.
In this Policy, we refer to our stores, website (kliko.co.uk), microsites and our app as the “Sites” and our in-store and online services (e.g., shopping assistance) as “Services” for ease.
We recommend you that you read our Terms & Conditions in conjunction with this Policy.
How to contact us:
If you have any questions about this Privacy Policy or want to exercise your rights set out in this Privacy Policy, please contact our Data Protection Officer at support@kliko.co.uk.
What personal information do we collect?
When you interact with us, we collect certain personal information about you, for example when you make a purchase in store, on our website, on our app or when attending one of our exciting customer experiences.
We will only ever collect the personal information that is necessary for a particular purpose, such as processing transactions, facilitating event bookings or appointments, or getting to know you better so that we can send you the information you really want to hear about.
For examples of what types of personal information we may collect and how we collect it please refer to the table below:
Please rotate your screen to a landscape orientation to view the full table.
- When you shop via our Sites;
- When you sign up for an account and/or use our Sites;
- When you contact us;
- When you sign up to receive marketing;
- When you use our Services (e.g., shopping assistance, or other services shown on our Services page);
- When you attend an event, or enter prize draws or competitions run by Kliko;
- When you complete any research panel interviews, research surveys, customer surveys, or observed user testing;
- When you use Kliko’ in-store Wi-Fi in any of our stores;
- When you scan any of the QR codes in store;
How we use your personal information
We use your personal information to carry on our business and to provide our Services, including processing transactions in store and online, sending our opted in customers marketing, conducting analytics and providing services such as appointment bookings and events.
We will process your personal information under what’s known as a “lawful basis”. Generally, we process your personal information where we have a contract with you, where we have obtained your consent, where we have a genuine business interest (known as “legitimate interest”), or where we have a legal obligation to do so.
You can find out more about how we use your personal information and the lawful bases we rely on in the table below.
Please rotate your screen to a landscape orientation to view the full table.
- To fulfil and deliver (where applicable) products and services you have ordered, to facilitate other services that we provide such as beauty bookings.
- To process payments. We share your personal information with credit card companies and other payment processing providers in order to facilitate your transaction. These third parties will be responsible for the handling of your personal information for these purposes and their privacy policies set out how they will do this. An example of this is Stripe who provide payment processing services for Kliko. They are a data controller of your transactional data in order to process your payment. Stripe’s Privacy Statement, which can be found on their corporate website, sets out how they use and handle your personal information.
- To send you service-related communications and to contact you with important information about your purchase or booking. For example, confirming your order, letting you know about returns and refunds, and any information in relation to your transaction or Service.
- To send you marketing by electronic means. For example, when you subscribe to Kliko marketing you will automatically become a Kliko account holder - you consent to us being able to send you marketing via channels such as email and our app, about all the latest news, events and offers at Kliko. As a Kliko account holder, you will get to hear about exciting product launches and offers that are tailored to you and have access to a range of perks such as entry to competitions, early access to events, special offers and delivery perks.
- Where we have collected your contact details in the process of a sale on our Sites, we may rely on “Soft opt in” for marketing by electronic means under the Privacy and Electronic Communications Regulations 2003 (“PECR”). This means that we will automatically opt you into marketing unless you choose to say “no” because we believe that you would be interested in hearing more about our products or services.
- To tailor emails, internet, and in-app notifications to the things you love, so they’re relevant to your location, what you have shown an interest in, your online browsing behaviour and the things you buy from us. Depending on the nature and degree of personalisation involved, we may either do this under consent or where we have a legitimate interest.
- To use and share your details to show you advertising on social media platforms, such as Facebook, Instagram, and TikTok, or via third-party advertising that may appear on other websites or apps you use. Online advertising channels we may use are digital display, video on demand, search engine marketing, and paid social - these are all on third party sites or platforms and you should review their privacy policies to make sure you understand how they use and handle your personal information.
- To communicate with you about products or services. Our shopping assistance team members may communicate with you on a one-to-one basis through a third-party communication platform, such as WhatsApp, to let you know about exciting products or services that they believe you would be interested in.
- To respond to customer service enquiries raised in the store, online, social media or on the phone.
- To keep your customer record in our Content Management System (CMS) and Customer Relationship Manager (CRM).
- To keep our CMS and CRM databases accurate and relevant. We may do this, for example, using the National Change of Address database.
- To invite you to provide product reviews and feedback about our products and services. We always want to ensure we are providing an exceptional customer experience and welcome the opportunity to improve the quality of our products and services. So, we may, from time to time, send customer surveys to you in the form of online, email, or in-store surveys. We use third-party service providers to assist us with product reviews, customer surveys and feedback requests.
- To invite you to participate in user testing sessions, such as panel interviews, focus groups and observed testing. We often work with trusted third parties to conduct these sessions.
- To send you abandoned basket emails. We use third party suppliers, to send our abandon basket emails. We send these to you to give you an easy way to come back and complete your purchase should you wish to.
- To send you marketing by post. We share your personal information with a variety of third-party postal providers who assist us in delivering our postal campaigns to you.
- To provide you with personalised advertising or recommendations to enhance your experience on our Sites. We do this so we can make sure we’re providing our customers with products and Services that are most interesting and relevant to them as well as ensuring that their experience is as tailored and easy as possible and delivers the very best experience. This may involve cookies or similar technology on our Sites, and you have the choice whether or not you want to consent to such cookies or similar technology. See our Cookie Policy for more details. If cookies or similar technology is not involved, you can still object to receiving personalised advertising or recommendations by contacting us at support@kliko.co.uk
- To analyse customer behaviour. We do this so we can understand how our customers respond to our Sites and Services, events and marketing activity (where applicable) so that we can make sure we’re providing our customers with the products and Services they’re most interested in and to help us classify our audience into user profiles, groups, or segments. To do this, we use shopping habits, information regarding your personal interests, demographic, experiences with our products, and contact preferences. We do this to help us understand our audience better and make sure we’re sending our opted-in customers information that they really want to hear about. We do this using our CMS, CRM and digital platforms for online behaviours, such as Google Analytics.
- To help us run the test version of our website. We do this so that we can test and pilot new features and ensure the smooth running of our web services.
- To improve our Sites and Services. We analyse aggregated customer information with other interactions customers have with us in order to continually improve the products and services we offer through our Sites. We do this using third parties such as Google Analytics. We also track usage statistics on our Sites using aggregated data. 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.
- To facilitate events. We often use Eventbrite as our ticketing service. When you register for an event on Eventbrite, your personal information will be shared with us. We may also share your personal information with other trusted third parties who may be supporting us with the event, such as alternative booking platforms, caterers or who we are partnering with to host the event, such as one of our brand partners.
- To allow you to connect to our in-store Wi-Fi. Once you have connected to our in-store Wi-Fi, you will automatically be re-connected when you return into the store unless you choose to forget the network in your device settings.
- To keep our customers, team members and visitors safe, we use CCTV recording equipment in and around our premises for monitoring and security purposes. We may share where necessary CCTV footage with third parties such as the Police. This is very strictly controlled. We also have stringent health and safety processes in place to help keep our customers safe when shopping in our stores. In the event of an accident, information may be shared with internal departments and third parties such as our insurers.
- To prevent stock loss we may use CCTV imagery to detect and prevent theft or fraudulent activity in store and online. We may also use information to minimise credit risk.
- We may use your personal information in connection with a business transition (such as a merger, acquisition by another company, or a sale of all of or portion of our assets), to enforce our legal rights and/or to protect the rights of third parties and it is in our legitimate interest to do so. In such instances it will be necessary to share your personal information with external professional advisors such as lawyers and accountants, or insurers or financial institutions.
- To enforce our legal rights. In such instances it will be necessary to share your personal information with external parties such as administrative authorities (HMRC), the Financial Conduct Authority, police, and public prosecutors or to comply with a court order or power of attorney. We may also have legal obligations to overseas tax authorities and will be required to share your personal information for these purposes.
- To undertake customer checks to know our customers and verify their identity. For example, we may use your information to conduct online searches to assist us with meeting our legal requirements. We may also be required to share your information to report any suspicious and/or criminal activity including fraud, sanctions, and anti-money laundering. It is our legal obligation to do so.
- In the event of an accident in store which results in an injury, we may be required to make a report to the Health and Safety Executive under the Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 2013 (“RIDDOR”).
Third Parties we may work with:
To provide our Sites and Services, we work with a number of carefully selected and trusted third parties. We share only the information they need to perform their specific service and we only permit these third parties to use your personal information to the extent necessary to provide us with their services and products.
Sharing your information with these third parties may mean that we transfer your personal information to countries that are outside the UK. If we do this, we have procedures in place to ensure your personal information receives the same protection as if it were being processed in the UK, such as ensuring that the country provides an adequate level of protection for personal information through an adequacy decision or by putting in place appropriate standard contractual clauses.
Below you can find examples of the types of third parties who we may share your personal information with:
- Payment providers that we use to process your payment information (including your credit/debit card details) so that we can collect payment from you and process your order.
- Courier and delivery companies in order to deliver the products to you. These companies act as separate data controllers during the delivery process.
- Product manufacturers or suppliers when you purchase a product from our site that is delivered by the manufacturer or supplier of that product. We will pass on your contact details so that they can deliver the product to you.
- Professional service providers, such as email delivery suppliers, IT software providers, CRM and CMS tool providers, marketing agencies, booking platform suppliers, analytics companies and website hosts who help us to run our business.
- Credit reference agencies, law enforcement and fraud prevention agencies for the prevention of fraud and crime.
- Customer Service management providers that allow us to provide our customer services and improve and manage your customer experience.
- Performance Marketing, Recommendations, and Retail Media Providers that help us deliver advertising and recommendations of products on our Sites that are tailored to your interests and needs.
- Research companies that we can engage to help us carry out surveys regarding your use of our Sites and Services.
- Advertising and social media partners that you select (such as, but not limited to, Meta, Google and TikTok), where they require the information to serve relevant ads about our products and services to you and others. This is based on either your marketing consent or your acceptance of cookies on our Sites.
Links or Buttons to Third Party Websites:
Our website, app and emails contain links to third party websites, tools, and services. Please remember that when you use a link to go from our Sites to another website, click on a third-party button (e.g., social media messaging sites, share tools, like buttons) or request a service from a third party, our Privacy Policy no longer applies. Your browsing and interaction on any other third-party tool or service is subject to that website’s or third-party tool or service provider’s own rules and policies. We do not monitor, control, or endorse the privacy practices of any third parties.
We encourage you to become familiar with the privacy practices of every website you visit, or third-party tool or service provider that you deal with, and to contact them if you have any questions about their respective privacy policies and practices.
From time to time, we work with trusted partners to run microsites (e.g., for exclusive product launches or events). Where the microsite is run by our partner, that partner’s privacy policy will apply.
Please be aware that these third party websites might send cookies when you click on a link or button. We don't control the setting of these third-party cookies, so we suggest you check the third- party websites for more information about their cookies and how to manage them.
Joint Controllers:
In certain, limited circumstances, we are jointly responsible for determining the collection and/or use of your personal information with third party organisations (this is known as being a “joint controller”).
This is the case with our affiliate marketing partners who we work with to help us measure the success of our relevant marketing campaigns. This is also the case with our retail media partners who we work with to deliver sponsored advertising on our Sites.
The personal information (such as IP addresses and cookie IDs) that is collected through the use of cookies or similar technologies on our Sites will be collected and transmitted by each party as joint controllers in accordance with data protection laws. Our Cookie Policy provides more detail about the types of cookies and similar technologies we use for the above purposes (including how you can manage the use of such cookies and similar technologies). Any further processing of personal information outside collection and transmission is carried out by each party as separate data controllers and will be used by the affiliate marketing partner or retail media partner within their models for their own purposes. We will no longer be deemed to be acting as a joint controller at that point. Please see the privacy policy of the relevant affiliate marketing partner or retail media partner for information as to how they will process and safeguard your personal information once it has been collected on our Sites.
As set out below (“Your Rights”) you have certain rights with regards to your personal information collected on our Sites. Should you wish to submit a request in respect of this personal information, the request can be submitted either to us (as set out in this Privacy Policy) or to the relevant joint controller (or to both of us). The party you submit a request to will be responsible for dealing with the request and responding to you.
How we protect your personal information:
We are committed to keeping the personal information you provide to us secure, and we will take reasonable precautions to protect your personal information from loss, misuse, or alteration.
We have implemented information security policies, rules, and technical measures, such as securing access to our website and app using ‘https’ technology and encrypting payment card information, to protect the personal information that we have under our control from:
- unauthorised access
- improper use or disclosure
- unauthorised modification
- unlawful destruction or accidental loss
All of our team members and third parties that we work with who have access to, and are associated with the processing of personal information, are obliged to respect the confidentiality of the personal information of all users of our Sites and Services.
How long we keep your personal information for:
We keep your personal information in line with our company retention policy and as required to comply with any legislation. We only retain information for as long as it is required.
For more information, please contact us at support@kliko.co.uk.
Age restrictions
To create an account or to sign up to receive our marketing communications, customers need to be 18 and over.
If you are a parent our legal guardian and believe your child may have provided their personal information to us through our Sites and Services, please email support@kliko.co.uk so we can take a look and delete the information.
Your rights:
You have several rights with regards to your personal information as explained below:
- Your right to be informed about how we process your personal information.
- Your right of access (e.g., to be informed of or receive a copy of the personal information we hold about you).
- Your right to have any incorrect personal information we hold about you corrected.
- Your right to have the personal information we hold about you erased.
- Your right to restrict who at Kliko processes particular information we hold about you.
- Your right to data portability (i.e., to have your personal information provided to another company).
- Your right to object to how Kliko processes your personal information in a particular way.
- Your rights in relation to automated decision-making and profiling (i.e., to request human intervention in any decisions about you).
- You can opt out of marketing communications (see below for the ways you can unsubscribe). Please note that in unsubscribing from Kliko marketing communications you will cease to have access to some offers and perks.
If you wish to exercise any of these rights, please contact us at support@kliko.co.uk.
You also have the right to raise a complaint with the Information Commissioner’s Office (“ICO”).
If you do not wish to receive marketing communications from us anymore there are several ways you can unsubscribe:
- You can click the "unsubscribe" link in any communication that we send to you by email which will automatically unsubscribe you from that type of communication. Each "unsubscribe" link relates to that specific type of communication only (e.g., general marketing communications, specific marketing communications or survey communications). Please also note that you may continue to receive communications which are already en-route to you for a short period of time while your relevant unsubscribe request is being processed.
- You can contact our Customer Services team by e-mailing support@kliko.co.uk.
Changes to this Privacy Policy:
To ensure that you are always aware of how we use your personal information, we will update this Privacy Policy from time to time to reflect any changes to our use of your personal information. We may also make changes, as required, to comply with changes in legal or regulatory requirements.
We encourage you to review this Privacy Policy periodically to be informed of how we use your personal information.
This policy was last reviewed and updated June 2024.
Cookies
Introduction
We use cookies and similar technologies (“Cookies”) on www.kliko.co.uk and the Kliko mobile application (the “Sites”) for identification, analysis and advertising purposes. By using our Sites, you consent to the storing and accessing of Cookies on your device. This cookie policy (“Cookie Policy “) is intended to inform you how we use Cookies to assist you in making informed decisions when using the Sites. Please take a moment to read and understand this Cookie Policy. This Cookie Policy should also be read in conjunction with our Privacy Policy and our Terms and Conditions.
Cookies are very small text documents or pieces of software code, which often include an anonymous unique identifier. When you visit a website or use a mobile application, a request is made to your device for permission to store this file on your device and access information from it. Information gathered through Cookies include the date and time of visits and how you are using the website or mobile application.
Cookies are used by us and our third-party partners as part of our Sites. Details of the Cookies used on our Sites are set out in the table below. For more details on Cookies please visit All about Cookies.
Our use of cookies generally requires your consent
When you first access our Sites you will be asked to consent to our use of the Cookies described in this Cookie Policy. Our Sites also uses Cookies for which we do not require your consent. This Cookie Policy refers to these Cookies as “Essential Cookies” and without them the services that you have asked for cannot be provided.
Blocking cookies
You can consent to, revoke or block the use of, specific Cookies by activating the relevant settings in your browser or by following the links below. For more information on Cookie management and blocking Cookies for a wide variety of browsers, please visit All about Cookies.
What happens when you do not consent to cookies and or you choose to block cookies that you have previously accepted?
In order to use some parts of our Sites you will need to consent to Cookies. If you choose to withhold consent, or subsequently block cookies, some aspects of our Sites may not work properly, and you may not be able to access all or part of the Sites.
What cookies do we use?
The list below sets out more information about the individual Cookies used on our Sites and the purposes for which they are used:
We hope that explains things clearly – and please be aware you can set your browser to reject cookies or you can delete them yourself if you wish. For full information on how to delete cookies please visit All about Cookies. Please check back frequently to see any updates or changes to our privacy and cookies policy. For any questions regarding this policy, please contact us at support@kliko.co.uk.