Privacy Policy | Mulberry

At Mulberry, we are committed to protecting your privacy and meeting the requirements of applicable data protection legislation. This privacy policy explains the following areas:

• personal data collected by Mulberry;
• reasons for collecting personal data;
• sharing of personal data;
• receiving contact from Mulberry and changing contact preferences;
• transfer of personal data outside of the United Kingdom ("UK") and the European Economic Area (“EEA”);
• security of personal data;
• personal data and your rights;
• retention of personal data;
• third party sites;
• cookies;
• children; and
• changes.

When we talk about "personal data" in this policy, we mean any information which could be used to identify you, either directly or indirectly, for example in combination with any other information we may hold about you.

This privacy policy covers our use of your personal data which we collect about you during any interaction you may have with us. It covers the collection of personal data in-store, via the Mulberry website (www.mulberry.com) (the "Website"), via the Mulberry mobile application (the "App"), via our customer feedback survey or market research, from competition entry and from our pages on third party social media channels such as Facebook, X (formerly Twitter), Pinterest, Instagram, YouTube and so on. For further information on the personal data we collect about you, please see the "Personal Data collected by Mulberry" section below.

In this privacy policy, when we refer to "we", "us" or "our", we mean Mulberry Company (Sales) Limited of The Rookery, Chilcompton, Bath, Somerset, BA3 4EH, England. We are the data controller of the personal data that we collect from you.

In certain situations, another company within the Mulberry group of companies (“Mulberry Group”) may be the data controller, such as the Mulberry company in the territory in which you live, or a subsidiary or sister company which carries out a specific role for Mulberry. The same policy shall apply to any other company within the Mulberry Group which may collect, control or process your data.

We take security of your personal data seriously and the General Data Protection Regulations (“GDPR”) and comply with both UK GDPR and EU GDPR.

Please read this privacy policy carefully to understand our practices regarding your personal data. If you have any questions, comments, concerns or complaints about any aspect of this privacy policy, please contact our Customer Care team on customercare@mulberry.com or call us on +44 (0) 1761 234 273.

We do have a data protection representative based in the EEA responsible for EU GDPR who can be contacted through EUdatarepresentative@mulberry.com. However, if you are located outside of the UK, we suggest that you still contact our Customer Care team as set out above in the first instance as they will be able to assist you.

If you remain unhappy with a response you receive from us you can also refer to your data protection regulator – in the UK it is the Information Commissioner’s Office (ICO) (www.ico.org.uk/concerns). For other EEA countries see https://edps.europa.eu.

Personal data collected by Mulberry

We will collect and use the following categories of personal data about you:

(1) Personal data you share with us

When you order from us, either on the Website or on the App, when you register for a Mulberry account, when you sign up to our mailing lists (eg. news, product updates, sample sale), or when you complete one of our customer feedback surveys or enter a competition, we may ask for (one or more of) your name, title, gender, date of birth, email address, delivery address, telephone number, credit or debit card number, registered address of the card (referred to on the Website and App as the “billing address”), CVC number, the card's expiry date and a contact phone number for the registered address of the card.

(2) Personal data we collect about you in our stores

If you visit one of our Mulberry stores:

• you will be asked if you would like to provide your name, title, date of birth, e-mail address, postal address or phone number;
• we may also collect additional personal data in our client books such as your nationality, your occupation, the company you work for, your children’s names, your interests, your clothing and shoes sizes, and your product preferences;
• you will be asked whether you agree to receive marketing communications via email, phone call, SMS or post, each channel separately; and
• for security reason, you will be filmed by our CCTV system, when visiting our premises

(3) Personal data we collect about you

We collect some personal data, as well as other information in the form of anonymous or aggregate statistics, when you use our Website and App. We may collect:

• IP address;
• MAC address;
• other browser-generated information, e.g. browser type, operating system, date and time of access, how long a person looks at a website, what they look at etc; and
• location information.

We collect some of this information using cookies. You can find more information on what cookies we use, how we use them, and your options for changing how we use them in the section below on "Cookies" and in our Cookies Policy.

(4) Personal data we receive from other sources

When you interact with us, or use any of our pages on social media sites, such as Facebook, X (formerly Twitter), Pinterest, Instagram, YouTube, Google+, Weibo and WeChat, we may collect information about you which could include personal data, for example, when you "Like" a post on our Facebook page, or "Follow" us on X (formerly Twitter). Those social media sites will also have their own privacy policies explaining how they use and share your personal data. You should carefully review those privacy policies before you use social media sites, to make sure that you are happy with them.

Reasons for collecting personal data

(1) Personal data you share with us

We use the personal data you share with us in order to perform our obligations under any contract we have with you, and specifically to:

• provide you with our products and to fulfil orders that you place with us on our Website or on our App;
• create and help you manage your Mulberry account;
• allow you to return your Mulberry product, if you change your mind;
• respond to your questions and requests; and
• send you information on any changes we make to our policies or terms.

Where you have given us your consent to contact you, we will use your personal data to:

• send you newsletters, marketing communications, products update and suggestions on how to care for your Mulberry product;
• contact you to invite you to special events;
• send you an invite to our sample sale if you have subscribed to it; and
• notify you of other Mulberry products we think you might like based on your previous purchases.

You can withdraw your consent at any time.

We use our legitimate interests to enhance your customer experience and provide the best in class service; therefore we will:

• remind you of what you may be missing if you have put items in your "Shopping Bag" on the Website or App and then abandoned them;
• send you surveys for feedback on our services to enhance your customer experience; and
• keep track of your requests and interactions with our Customer Care, via LiveChat, telephone calls or direct email.

(2) Personal data we collect about you

We use the personal data we collect about you for our legitimate interests so that we can:

• tailor the way that you interact with us in the future, such as tailoring certain emails and also show you certain adverts, products or offers in which we think you may be interested, both on our Website and App and on certain third party websites (including on social media);
• analyse how our Website and App are used, so that we can constantly improve the services that we offer;
• analyse your feedback, and understand your expectations on our products or services to optimize your customer experience;
• record CCTV footage of our premises and visitors for the security and safety of all our staff, visitors and products; and
• retain preferences and other personal data or information disclosed during conversations in store or over the telephone to ensure the best customer experience.

Not all of the information used for these purposes is "personal data"; some of it is anonymised or used on an aggregate basis.

(3) Personal data we receive from other sources

We use the personal data we receive from other sources for our legitimate interests so that we can develop an understanding of what people think about our products and services, so that we can constantly improve them.

If you have opted-in for marketing communications from one of our Mulberry franchise partners, this includes an opt-in for marketing communication from us. You can change your preferences at any time by contacting us on customercare@mulberry.com, or by calling us on +44 (0) 1761 234 273, or by using the unsubscribe option in each e-mail, or via your online Mulberry account “My Mulberry”.

Sharing of personal data

We may share your personal data with the following third parties:

• other companies in the Mulberry Group for operational and business reasons, and if you have agreed they can send you marketing e-mails;
• service providers who help us to operate our Website and App, fulfil your orders and deliver our products to you; for example, credit reference agencies, couriers, payment providers, IT support and so on;
• market research and customer survey companies to help us develop and improve your customer experience. We provide these companies with only the information they need to perform their services and work closely with them to ensure that your privacy is respected and protected. These companies are prohibited by contract from using this information for their own marketing purposes or from disclosing or sharing this information with anyone other than Mulberry;
• fulfilment companies to send mailing to your postal address if you have consented to receive mailings; and
• certain regulatory bodies, government and enforcement agencies, if we need to do so or are requested to do so.

We will also share personal data collected about you with social media channels, advertising networks and other third parties who help us to understand how our Website and App are being used, how well our advertising works and how we can improve; to provide ad measurement services and to target advertising (and in some cases, we may allow those third parties to collect and receive data themselves for these purposes, which they may also collect from elsewhere on the internet and other apps). This information is collected using cookies and other similar technologies. You can find more information on what cookies and technologies are used, how they are used, and your options for changing how we use them in the section below on "Cookies" and in our Cookies Policy.

If we decide to sell or buy any parts of our business, we may also need to share your personal data with the buyer of those parts of the business. In those circumstances, we will make sure that any new buyer will promptly give you details of how they will use your personal data, and your options for changing that.

We will not sell your personal data to any third party.

Receiving contact from Mulberry & changing contact preferences

From time to time, we will send you aftercare e-mails relating to your Mulberry product.

Where you have consented, we will also send you e-mails with information in relation to any products which are similar to your Mulberry product, and which we think you might like.

When you sign up to one of our 'waitlists' for a Mulberry product that is not yet available, we will send you an e-mail to let you know when that product becomes available, but we will not send you any marketing communications as a result of this subscription.

We will only send you e-mails with information in relation to any other products, special offers or competitions, if you have agreed that we can (sometimes referred to as an "opt-in"). You can sign up to receive communications by e-mail, by post, by text/SMS or by telephone call about our new collections, exclusive online offers and events.

We will also only share your personal data with third parties (including companies in the Mulberry Group) for them to send you marketing e-mails or communications, if you have agreed that we can send you such communications.

In any case, you can ask us to change your communications preferences or to stop contacting you at any time, by contacting us on customercare@mulberry.com, or by calling us on +44 (0) 1761 234 273, or by using the unsubscribe option in each e-mail, or via your online Mulberry account “My Mulberry”.

Transfers of personal data outside the UK and/or European Economic Area

4. Commissioning of personal information processing

① Mulberry Korea Co., Ltd., commissions personal information processing work in order to facilitate personal information processing as follows:

Commissioning within Korea

Commissioning outside of Korea

② Mulberry Korea Co., Ltd., when entering into a commissioning agreement, specifies in contracts or other documents responsibilities such as prohibition of personal information processing except for the purpose of conducting commissioned work, technical and management protection measures, sub-commissioning restrictions, management and supervision of entrusted entities, and damage compensation. It also supervises the processing of personal information pursuant to relevant laws by the entrusted entities.

③ Mulberry Korea Co., Ltd., will publish changes without delay through this personal information processing policy without any delay if the details of commissioning or entrusted entities change.

5. Rights & duties of information owners and legal representatives and methods of exercise thereof

①     The information owner may, at any time, exercise the personal information protection rights of the following sub-paragraphs with respect to Mulberry Korea Co., Ltd.:

②     Exercising of rights with respect to Mulberry Korea Co., Ltd., can be done via a written request, email, fax, etc., and Mulberry Korea Co., Ltd., will act upon it without any delay.

③     Exercising of rights according to Paragraph 1 can be done by a proxy such as a legal representative of the information owner or a person with power of attorney, etc. In this case, Mulberry Korea Co., Ltd., may demand evidence to prove the status of the legal representative.

④      As for a demand to correct and delete personal information, the client may not be able to demand to delete it in case other laws specify that such personal information is subject to collection.  

⑤     Mulberry Korea Co., Ltd., shall identify whether the person who demands access, correction, deletion, stop to process, is the person himself/herself or a rightful proxy.  

Security of personal data

6. Measures securing the safety of personal information

Mulberry Korea Co., Ltd., takes actions for securing the safety of personal information as follows:

①     Minimisation of staff handling personal information and training,

Designation of staff handling personal information, minimising the staff in charge, implementing policy managing personal information,

②     Establishment and implementation of internal management plan

We establish and implement internal management plan for processing personal information safely.

③     Technical countermeasure against hacking, etc.

Mulberry Korea Co., Ltd., installs security programs to prevent leakage and damage of personal information by hacking, computer viruses, etc., and updates and monitors them regularly, installs systems within restricted areas by external access, and monitors and blocks technically and physically.

④     Encryption of personal information

Separate security features are used for personal information, such as encrypting, storing and manging user passwords so that only the user knows it and encoding files and transfer data for important data, using file locking features, etc.

⑤     Retention of access histories and prevention of counterfeiting & forgery

We store and manage access records to personal information processing system for at least over 6 months, and also use a security feature to stop counterfeiting & forgery, theft and loss of access records.  

⑥     Restricting access to personal information

We put necessary measures in place for access control to personal information via granting access authority, changing and expunging the database system processing the personal information, and control unauthorised access from outside by using infiltration blocking systems.

⑦     Use of lock-up device for document security

We store documents containing personal information, secondary storage medium, etc. in a secure place under lock and key.

⑧     Access restriction to unauthorised personnel

We have a physical warehouse storing personal information separately and establish and operate access control procedure for it  

7. Personal information retention and usage periods

Mulberry Korea Co., Ltd., processes and retains personal information within personal information retention and usage periods for which consent is given upon collection of personal information from the information owner or in accordance with rules and regulations.  

Each personal information processing and retention period is as follows:

Basis for retention: Commercial Act

①    Records regarding creditability information collection/processing and usage, etc.: 3 years (Act on Consumer Protection in Electronic Commerce, etc.)

②    Records as regards addressing consumer complaints or disputes: 3 years (Act on Consumer Protection in Electronic Commerce, etc.)

③    Records as regards settlement of payments and supply of goods, etc.: 5 years (Act on Consumer Protection in Electronic Commerce, etc.)

④    Records as regards cancellation of a contract or subscription: 5 years (Act on Consumer Protection in Electronic Commerce, etc.)

⑤    Records about visits to the website: 3 months (Protection of Communications Secrets Act)

⑥    Personal information as regards newsletter services: Until subscription to services is cancelled

⑦    Mulberry Korea Co., Ltd., deals with dormant members as follows pursuant to Article 29 of the Act on Promotion of Information and Communications Network Utilisation and Information Protection, etc. and Article 16 of Enforcement Ordinance.

- Standard of non-use: As of a login date as to our service

- Validity 1 year

- Processing personal information of a dormant member: Action of separating and storing

- Information of separating and storing: Membership details, etc.

- Account activation: Carry out action of account activation as per request of a customer

Personal data and your rights

8. Disposal of personal information and its method

① Mulberry Korea Co., Ltd., disposes of personal information without delay when personal information is rendered unnecessary such as expiry of the personal information retention period, achieving the goal of processing, etc.

② Despite the fact that the personal information retention period that the information owner consented, has passed or the goal of processing has achieved, in cases where personal information must be retained continuously pursuant to relevant rules and regulations, we transfer personal information to a separate database (DB) or store it in a separate warehouse.

③     The personal information disposal procedure and method are as follows:

1. Disposal procedure
Mulberry Korea Co., Ltd., selects personal information requiring disposal and disposes of personal information with an approval of the privacy protection manager. 

2. Disposal method
Mulberry Korea Co., Ltd., deletes the records of personal information recorded and stored in the form of electronic files so that cannot be retrieved, and disposes personal information recorded and stored in the form of paper documents by shredding with a shredder or by incineration.

Cookies

9. Collection of personal information by cookies

Mulberry Korea Co., Ltd., website uses cookies that automatically collect and store personal information from customers. 
Customers have a choice as to installation of cookies. By setting options in the web browser, customers can allow all the cookies, check every time cookies stores something, or reject all the cookies storing anything.
Customers have a choice as to installation of cookies. By setting options in the web browser, customers can allow all the cookies, check every time cookies stores something, or reject all the cookies storing anything.
Customers can check details of the cookies policy of Mulberry Korea Co., Ltd. (Cookies Policy | Mulberry)

Changes

11. Changes of personal information processing policy

This personal information processing policy shall apply from 23 August 2021. In case that personal information processing policy changes, Mulberry Korea Co., Ltd., shall notify changes to the clients in accordance with the requirements of the relevant rules and regulations of Personal Information Protection Act, etc.>