Privacy Policy

Bagsy London Customer Privacy Notice

Trading name: Bagsy London
Registered company name: Kalenborn Ltd
Email: [email protected]

Bagsy London is the controller of your personal data. This privacy notice explains what personal information we collect, how we use it, the lawful bases we rely on, who we may share it with, how long we keep it, and your data protection rights.

Contact Details

If you have any questions about this privacy notice or how we use your personal information, you can contact us at:

Email: [email protected]

What Information We Collect, Use and Why

We collect and use personal information to provide our services and goods, including processing orders and arranging delivery. This may include:

names and contact details;
delivery and billing addresses;
purchase or account history;
payment details, although payment card information is usually processed securely by our payment provider rather than stored directly by us;
account information;
information relating to loyalty programmes, discount codes or customer offers where used;
website user information, including user journeys and cookie tracking where applicable; and
information relating to compliments, complaints, returns or customer queries.

We collect and use personal information for the operation of customer accounts and guarantees. This may include:

names and contact details;
addresses;
purchase history;
account information, including registration details;
information used for security purposes; and
marketing preferences.

We collect and use personal information to help prevent, detect, investigate or respond to fraud, suspicious activity, payment disputes or other misuse of our website. This may include:

names and contact information;
customer accounts and records; and
financial transaction information.

We collect and use personal information for service updates and marketing purposes. This may include:

names and contact details;
marketing preferences;
purchase or viewing history;
IP addresses;
website and app user journey information; and
records of consent, where appropriate.

We collect and use personal information to comply with legal requirements. This may include:

names;
contact information;
financial transaction information; and
any other personal information required to comply with legal obligations.

We collect and use personal information for dealing with queries, complaints or claims. This may include:

names and contact details;
addresses;
payment details;
account information;
purchase or service history;
customer accounts and records;
financial transaction information;
correspondence; and
photographs provided by customers in relation to condition, delivery, authenticity, returns, complaints or customer service queries.

We do not intentionally collect special category information, such as health information, racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, genetic information, biometric information, sex life information or sexual orientation information.

Lawful Bases and Data Protection Rights

Under UK data protection law, we must have a lawful basis for collecting and using your personal information.

Depending on the purpose, we may rely on one or more of the following lawful bases:

Contract: where we need to use your personal information to enter into or carry out a contract with you, such as processing your order, arranging delivery, managing returns or providing customer account functionality.
Consent: where you have given us permission, such as where you sign up to receive marketing emails. You can withdraw your consent at any time.
Legal obligation: where we need to use your information to comply with the law, including tax, accounting, consumer law, customs or regulatory obligations.
Legitimate interests: where we use your information for our legitimate business interests, provided those interests are not overridden by your rights and freedoms.

Your data protection rights may include:

the right to ask for copies of your personal information;
the right to ask us to correct inaccurate or incomplete personal information;
the right to ask us to delete your personal information;
the right to ask us to restrict how we use your personal information;
the right to object to certain uses of your personal information;
the right to ask us to transfer certain personal information to you or another organisation; and
the right to withdraw consent where we rely on consent.

Not all rights apply in every situation. For example, certain rights may not apply where we need to keep information to comply with legal obligations, complete an order, resolve a dispute or protect our business.

If you make a data protection rights request, we will respond without undue delay and in any event within one month, unless the law allows a longer period.

To make a request, please contact us at [email protected].

Our Lawful Bases for Using Your Information

Providing goods and services

Our lawful basis for collecting and using personal information to provide goods and services is contract. We need this information to process your order, take payment, arrange delivery, provide order updates, manage returns and provide customer support.

Customer accounts and guarantees

Our lawful bases for collecting and using personal information for customer accounts and guarantees are contract and legitimate interests.

We use personal information for our legitimate interests in managing customer accounts, maintaining accurate customer and order records, protecting customer accounts, supporting wishlist and account features, responding to account-related queries, and keeping records linked to authenticity certificates, guarantees, returns and customer support.

Fraud prevention and security

Our lawful basis for collecting and using personal information to prevent, detect, investigate or respond to fraud or misuse is legitimate interests.

We use personal information for our legitimate interests in preventing and detecting fraud, protecting our business and customers, investigating suspicious orders or payment activity, managing chargebacks or disputes, and supporting the security and integrity of our website, payment processes and customer accounts.

Service updates and marketing

Our lawful bases for collecting and using personal information for service updates and marketing are contract and consent.

We may use personal information under contract to send essential service messages, such as order confirmations, delivery updates, account updates, return updates or important information about your purchase.

Where required, we rely on consent to send marketing communications, such as newsletters, launch updates, promotional emails or product updates. You can withdraw your consent or unsubscribe from marketing communications at any time.

Legal requirements

Our lawful basis for collecting and using personal information for legal requirements is legal obligation.

We may need to keep or use personal information to comply with tax, accounting, consumer law, customs, regulatory or other legal obligations.

Queries, complaints and claims

Our lawful bases for collecting and using personal information for dealing with queries, complaints or claims are contract and legitimate interests.

We use personal information for our legitimate interests in responding to customer queries, managing returns and refunds, investigating complaints, resolving disputes, reviewing authenticity or condition concerns, defending or bringing claims where necessary, and maintaining accurate records of customer communications.

Where We Get Personal Information From

We usually collect personal information directly from you, for example when you place an order, create an account, contact us, request a return, sign up to marketing or use our website.

We may also receive personal information from suppliers and service providers involved in operating our website and fulfilling customer orders. This may include website hosting and ecommerce platform providers, payment processors, fraud prevention tools, delivery and courier partners, customer account and email service providers, and marketing or analytics providers where used.

How Long We Keep Information

We only keep personal information for as long as reasonably necessary for the purposes set out in this privacy notice, including to fulfil orders, provide customer support, manage returns or refunds, maintain business and accounting records, meet legal obligations, resolve disputes and protect our business.

Order, payment, refund, customer service and accounting records are usually kept for up to six years where required for tax, accounting, legal or dispute-resolution purposes. Marketing information is kept until you unsubscribe or withdraw your consent. Customer account information is kept for as long as your account remains active, unless we need to keep certain information for legal, accounting or dispute-resolution reasons.

Who We Share Information With

We may share personal information with trusted third parties where necessary to operate our business, fulfil orders, process payments and refunds, arrange delivery, provide customer support, comply with legal obligations, manage disputes or protect our business.

This may include:

payment providers;
delivery, courier, postal and customs service providers;
fraud prevention tools;
website, ecommerce, hosting and customer account service providers;
email service providers;
analytics and marketing providers, where used;
professional advisers, including accountants, tax advisers and legal advisers;
HMRC, regulators, customs authorities or other organisations where we are legally required to share information; and
other suppliers or service providers who help us operate our business.

Where a third party processes personal information on our behalf, we only provide the information they need to perform their services.

Authentication Providers

Every bag sold by Bagsy London is independently authenticated by LegitGrails. Authentication providers may receive item-related information, such as product photographs or item details, in order to authenticate a bag. We do not usually need to share customer personal information with authentication providers for this purpose.

Sharing Information Outside the UK

Where necessary, we may transfer personal information outside the UK. This may happen when we ship orders internationally, use service providers with systems or sub-processors outside the UK, or use tools that store or access data outside the UK.

For international deliveries, we may share customer delivery information with delivery, courier, postal or customs service providers in Europe, the United States, Canada or other relevant countries in order to fulfil your order.

Where personal information is transferred outside the UK, we will take steps to ensure that appropriate safeguards are in place in accordance with UK data protection law. Depending on the circumstances, this may include relying on UK adequacy regulations, the UK-US Data Bridge where applicable, the International Data Transfer Agreement, the UK Addendum to the EU Standard Contractual Clauses, or an applicable exception under UK GDPR where the transfer is necessary to perform our contract with you, such as arranging international delivery.

Our service providers may also process or store personal information outside the UK. Where they do so, we expect them to use appropriate safeguards in accordance with UK data protection law.

Cookies and Similar Technologies

Our website may use cookies and similar technologies to help it function properly and provide a smooth shopping experience. Some cookies are strictly necessary, such as those required for basket, checkout, payment processing, website security and essential website functionality.

Where we use non-essential analytics or marketing cookies, we will provide information about this and, where required, ask for your consent.

For more information, please see our Cookie Policy.

Marketing

If you choose to sign up to receive marketing from Bagsy London, we may use your contact details to send you updates about new arrivals, launches, offers, brand news and other marketing communications.

You can unsubscribe or withdraw your consent at any time by using the unsubscribe link in our emails or by contacting us at [email protected].

We do not sell your personal information to third parties.

Security

We take reasonable steps to protect personal information from loss, misuse, unauthorised access, disclosure, alteration or destruction.

However, no website, email system or online transmission is completely secure, so we cannot guarantee absolute security.

Children

Our website and products are not directed at children. We do not knowingly collect personal information from children.

Changes to This Privacy Policy

We may update this privacy policy from time to time. The most current version will be published on this page.

How to Complain

If you have any concerns about how we use your personal information, please contact us first so we can try to resolve the issue.