1. Who We Are

This website is operated by Glen Dimplex UK Limited, a company registered in England and Wales under company number 01313016. Our registered office is at Dimplex Millbrook House, Grange Drive, Hedge End, Southampton, England, SO30 2DF.

For the purposes of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, Glen Dimplex UK Limited is the data controller.

If you have any questions about how we handle your personal data, please contact us at: support@shopdimplex.com

2. What Personal Data We Collect

a) Data You Provide Directly

  • Name, email address, delivery and billing address, and telephone number when placing an order
  • Payment information (processed securely by Shopify Payments, PayPal, or Klarna — we do not store full payment card details)
  • Account login credentials if you create an account
  • Your correspondence with us via email, live chat, or telephone
  • Reviews or feedback you submit

b) Data Collected Automatically

  • IP address, browser type, device type, and operating system
  • Pages visited, time spent on pages, referring website, and click data (via cookies and analytics tools)
  • Shopping behaviour and browsing history on our website

c) Data From Third Parties

  • Payment processing data from Shopify Payments, PayPal and Klarna
  • Delivery status and tracking data from DPD
  • Marketing engagement data if you interact with our advertising

3. How We Use Your Personal Data

We use your personal data for the following purposes and on the following legal bases:

  • To process and fulfil your orders — legal basis: performance of a contract
  • To process payments and prevent fraud — legal basis: performance of a contract and legitimate interests
  • To send order confirmation, dispatch notifications and delivery updates — legal basis: performance of a contract
  • To provide customer service and handle returns or refunds — legal basis: performance of a contract
  • To send marketing communications where you have opted in — legal basis: consent
  • To improve our website through analytics — legal basis: legitimate interests
  • To comply with legal obligations — legal basis: legal obligation

4. Marketing Communications

We will only send you marketing emails or other promotional communications if you have given us your explicit consent. You can withdraw consent at any time by:

Withdrawing your consent does not affect the lawfulness of processing carried out before the withdrawal. Once you withdraw consent, we will cease sending marketing communications and will instruct Klaviyo to suppress your details from active marketing activities. Please note that withdrawal of consent does not require us to delete your data where we hold it on a separate lawful basis, such as for order fulfilment or legal compliance.

5. Cookies

We use cookies and similar tracking technologies on our website. We use OneTrust to manage your cookie preferences. When you first visit our site you will be presented with a cookie banner allowing you to accept, reject, or customise your preferences.

For full details please see our Cookie Policy.

6. Sharing Your Personal Data

We share your personal data with the following third parties only where necessary:

  • Shopify Inc. — our e-commerce platform provider
  • PayPal (Europe) S.a.r.l. et Cie, S.C.A. — payment processing
  • Klarna Bank AB — payment processing and buy now pay later services
  • DPD Group UK Limited — delivery and logistics
  • Klaviyo Inc. — email marketing platform (where you have consented to marketing)
  • Google LLC — analytics and advertising (subject to your cookie preferences)
  • HMRC and other regulatory bodies where required by law

We do not sell your personal data to third parties.

7. International Data Transfers

Some of our third-party processors are based outside the UK. Where we transfer personal data internationally, we ensure appropriate safeguards are in place:

  • Klaviyo Inc. (United States) — data is transferred under the UK Extension to the EU-US Data Privacy Framework. In the event the Framework is invalidated, Standard Contractual Clauses apply as the fallback transfer mechanism.
  • Google LLC (United States) — data is transferred under the UK Extension to the EU-US Data Privacy Framework.
  • Shopify Inc. (Canada) — Canada benefits from a UK adequacy decision, meaning transfers are lawful without additional safeguards.

8. How Long We Keep Your Data

  • Order and transaction data: 7 years (UK tax and accounting obligations)
  • Customer account data: for the duration of your account plus 2 years after last activity
  • Marketing consent records: until you withdraw consent, plus 3 years
  • Returns and complaints data: 3 years from resolution
  • Website analytics data: 26 months

9. Your Rights

Under UK GDPR you have the following rights:

  • Right of access — to request a copy of the personal data we hold about you
  • Right to rectification — to request correction of inaccurate or incomplete data
  • Right to erasure — to request deletion of your personal data in certain circumstances
  • Right to restriction of processing — to request we limit how we use your data
  • Right to data portability — to receive your data in a structured, machine-readable format
  • Right to object — to object to processing based on legitimate interests or for direct marketing

To exercise any of these rights, please contact us at support@shopdimplex.com. We will respond within one month.

10. How to Complain

If you are unhappy with how we have handled your personal data, you may lodge a complaint with the UK Information Commissioner's Office (ICO):

We would welcome the opportunity to address your concerns before you contact the ICO, so please contact us first at support@shopdimplex.com.

11. Data Security

As data controller, we take responsibility for ensuring appropriate technical and organisational security measures are in place across all systems we operate or commission. Our website uses SSL/TLS encryption. Our e-commerce platform (Shopify) is PCI DSS compliant, and we require all data processors to maintain equivalent standards.

12. Changes to This Policy

This privacy policy was last updated on 2 June 2025. We reserve the right to update this policy at any time. Material changes will be communicated via email or a prominent notice on our website.

13. Contact Us

Glen Dimplex UK Limited
Dimplex Millbrook House, Grange Drive, Hedge End, Southampton, England, SO30 2DF
Email: support@shopdimplex.com
Website: shopdimplex.com