Our promise to you
Who's in control of your information?
Collecting information about you
Solar Illuminations collects personal information about you whenever you shop with us online or instore, and when you use our services. Examples of the data we may collect from you includes (but is not limited to) your name, address, contact details, browsing history (including any adverts you may click on), purchases, and information about any devices you may use to access our services.
A 'cookie' is a file in your web browser that enables us to recognise your computer when you visit www.solarilluminations.co.uk and makes using our site quicker and easier (e.g. login fields may be pre-filled with your email address). Cookies are also essential to the functioning of certain parts of the site and we use them to collect information about how the site is used, such as how many people visit and return and what products are being viewed. We may also use ‘Pixels’, or ‘Transparent GIF files’, to help manage our online advertising. These are files provided by our advertising management partner, Sear Ads 360, DoubleClick that can recognise a unique cookie we have placed on your web browser. This in turn helps us learn which advertisements are most effective at bringing users to our website. The information collected in this way is anonymous, and doesn’t contain any information that identifies you personally. If you’d like more information about DoubleClick, please click here. For independent information about Cookies, click here.
- Making our website work - These Cookies are essential so that you can move around the site and log in to the secure areas. Without them you may be unable to shop on the website or access your account.
- Monitoring and improving the performance of the website - These Cookies collect information about how visitors use the Solar Illuminations site, e.g. which pages they visit most often and whether they see error messages. The information is aggregated so it doesn’t identify individuals, and we use it only to help us improve the way the website works.
- Enabling the features of the website - These Cookies allow our website to remember choices you have made, such as your user name or the region you are in, and help us provide you with a better, more personal experience. For example, they may allow you to watch a video clip, comment on a blog or add a product review.
- Personalising your Solar Illuminations experience - These cookies enable us to give you a more personalised experience when you visit our site, by recognising you and remembering any preferences or choices you’ve made on previous visits to the site. We may link these cookies to other information we hold about you and use this to provide you with more relevant content and offers. The cookies also enable us to provide you with more personalised content and offers through our other communication channels. These include our stores, post, email, website, app, social, and online media.
- Marketing and advertising - These Cookies are used to deliver adverts that are more relevant to you, as well as to limit the number of times you see a particular advertisement and to measure the effectiveness of advertising campaigns. The Cookies remember that you have visited a website and this information may then be shared with other organisations for advertising purposes. They're also used to enable price-comparison sites to work and to improve website performance. In order to link your online activity with your instore purchases, we may match customer information tied to our in-store transaction data, with data collected online. Examples of the companies with whom we undertake this type of analysis include Google and Facebook. The information collected is used to improve the effectiveness of our advertising activity, and to personalise the content and messages that we send to you.
What are 'Flash Cookies' (or 'local shared objects')?
Solar Illuminations may use Adobe Flash Player to deliver video content and interactive product images. Flash Cookies are stored on your device in a similar way to other types of Cookies, but they're managed differently by your browser. If you wish to disable or delete Flash Cookies, you can do this through Adobe Flash Player security settings, but please note that you may then be unable to view certain types of information and content on the Solar Illuminations website.
Restricting or blocking Cookies
Your privacy and shared computers
If you log in to www.solarilluminations.co.uk from a shared computer, such as in an internet cafe or from a colleague’s computer at work, Cookies may cause your e-mail address to display in the login field to anyone who uses the site on that computer after you. You can avoid this by clearing the Cookies stored by the web browser. The option to do this is normally in the ‘Tools’ dropdown menu at the top of the browser window.
Information we may get from limited warranty registrations and technical support
We may collect information about a product, service or installation. We may collect information about a site (including the site name and/or address). We may take, collect or receive photographs of a product, installation or site, which may include a trade show or exhibition. We may use any or all of the aforesaid for marketing, advertising, or promotional use and/or for publication onto social media platforms, press releases, blogs or journals. By doing so Solar Illuminations is not implying any indorsement of a such a product, service or installation.
Can I opt out of having my data used for this?
Yes, you can contact us to request that this information is not used for the purposes mentioned above and that your rights to benefit from the terms of the limited warranty and technical support are not revoked by doing so.
Information we may get from external companies
From time to time we may supplement the information we hold about you with data from other commercially-available sources, like the electoral roll and companies such as Experian that collate and update data. This helps us keep our records up to date, and learn more about our customers so we can continue to improve our products and services to them. We only work with organisations that obtain their data legally from publicly available or consent-based sources. Occasionally, for marketing purposes, we may obtain lists of potential customers from external companies. We’ll only deal with reputable companies that take privacy and data protection as seriously as we do, and have obtained consent to share this data with us. We’ll always let you choose not to receive further marketing material from us.
Information we may use and get from social media
We may obtain information posted publicly on social media sites and use it to help us understand how our different customers interact with us and what people think and feel about our brand. We do this in a way that doesn’t always identify individual customers. For example, we may look at which groups of customers are more likely to talk to us via social media or use social media to talk about Solar Illuminations products. If we intend to use your information from a social media site such as Instagram, we’ll always contact you for your permission first. If you raise a query or a complaint through Solar Illuminations’ social media pages, we’ll of course have a record of your user name. This is used only to enable us to correspond with you and resolve the matter you’ve raised. Solar Illuminations may share pseudonymised data with social media platforms such as Facebook to enable delivery of content and messages which may be of interest to you. More information on this can be found here: https://www.facebook.com/policy.php.
How and why we use your personal information
We use your personal information for a number of different purposes. Some are essential for us to provide the services you use or to fulfil our legal obligations, some help us run our business efficiently and effectively and some enable us to provide you with more relevant and personalised offers and information. In all cases we must have a reason and a legal ground for processing your personal information.
Things we need to do to provide you with the services you've requested
Providing our products and services - We use your personal information to provide our products and services, for example to set up and run your account, process orders and transactions, respond to queries and comments and provide you with the best possible level of customer service. We may use it to contact you about orders you’ve placed or arrange installation dates, etc. We may also contact you in emergency situations, such as an urgent product recall.
Can I opt out of having my data used for this?
No, because this covers the many processes and legal obligations that we need to carry out in order to provide you with the Solar Illuminations service(s) you’ve requested.
Meeting our obligations
Keeping our records up to date - We have a legal obligation to keep the personal data we hold accurate and up to date, we share your personal data across our group companies in order to do this. We periodically update our records against commercially or publicly available sources (using companies such as Experian) to update addresses where customers have moved or who are deceased. This is to fill gaps in the contact details we hold and to correct addresses that are incorrectly formatted.
Can I opt out of this?
Yes, however there may be legal and regulatory requirements that require Solar Illuminations to keep your information up to date if you’re using a Solar Illuminations service.
Crime prevention and detection
Like all retailers, Solar Illuminations undertakes certain activities that enable us to provide our customers and colleagues with a safe, secure and legal environment online. When you place an order on our website we carry out identity verification, IP address detection and recoding, fraud prevention and anti-money laundering checks, validating the personal information you give against appropriate third party databases. This may involve sharing your personal data with a specialist organisation that can verify those details and transactions and pick up on anything that may indicate illegal activity. This may in some cases involve the disclosure of information to a Credit Reference Agency, which will keep a record of that information and may pass it to the police. At our office, we use video and, in some places, audio recording to prevent and detect crime and anti-social behaviour. Where we do this we display clear signage, comply with the Information Commissioner’s Surveillance Camera Code of Conduct, and have internal processes in place to minimise the impact on your privacy. Solar Illuminations may monitor and/or record telephone calls for training, quality control and security purposes.
Can I opt out of this?
No, as there will be legal and regulatory reasons that these activities need to be carried out that are mentioned above. Therefore, we’ll not be able to prevent processing your data for this reason as it’s essential to protect our customers, our colleagues and our business from criminal activity.
Things we do to provide you with a better service
The following are things we do as a business to help us operate effectively and efficiently, and in turn provide you with better and simpler services. It’s in our legitimate interests to do these things and we do them in a way that respects and minimises any impact on your privacy.
Learning more about our customers and our business
We may carry out analytics on the information we hold about our customers to help us understand who our customers are, how they use our services, and how people interact with us. This enables us to plan our business - for example, stock and staffing levels make sure we offer the same experience online as in our stores, maximise the effectiveness of our advertising and understand how our business is performing. We don’t do this in a way that enables individual customers to be identified. It’s not related to the direct marketing or special offers that we send to you based on your use of Solar Illuminations services.
Can I object to this?
Yes, you have the right to object to the way we use your data if you believe our legitimate interest in doing it is outweighed by your right to privacy. As this type of analysis is important in enabling Solar Illuminations (like many retailers) to operate efficiently and we carry it out in a way that doesn’t identify individuals, we believe it has no impact on your privacy.
Recognising you when you use our services
Whichever Solar Illuminations services you use, wherever and however you interact with us, we want to give you the same level of service and make things simple and straightforward. We use your details across our services so we can recognise you as a customer and provide consistent care with whichever service you’re using. This also means you don’t need to give the same details each time you come in.
Can I object to this?
Yes, we do this because it makes things more efficient both for you and for Solar Illuminations. You can object, but doing so will limit the Solar Illuminations services you’re able to use in the future.
How do I opt out?
If you’re a new customer on www.solarilluminations.co.uk, you should use the guest checkout rather than setting up an account as this will limit how Solar Illuminations can use your data. If you’re visiting us in person, you should indicate your preference when asked. If you’re an existing customer, you’ll need to email the details given below with your request. Note that if you close your account, we may continue to hold your personal information for a period of time after you cease to be a customer (see section headed ‘how long do we hold your data’ below).
Customer feedback surveys and market research
We may invite you to give feedback on Solar Illuminations services you’ve used or take part in market research activities such as customer surveys, questionnaires or focus groups. Although the invitation may be sent to you by third party agencies on our behalf, rest assured that we only send your contact details. We’ll only contact you by email if you’ve have indicated that you’re happy to receive marketing from Solar Illuminations and will only ever share your data with reputable agencies in a safe and secure manner. All personal data is deleted as soon as it’s been used. Keeping your data safe is our top priority.
Can I opt out?
Yes, you’ll always be able to decline to take part in research activities and you can opt out of these types of emails from Solar Illuminations as well as other marketing emails. You can do this by managing your preferences online or following the unsubscribe link at the bottom of any of our marketing emails
Shopping Basket reminder emails
When you visit our website as a registered customer that is opted-in to marketing emails, we may use your email address to contact you (possibly via a third party) with a reminder containing a list of unpurchased items that are still in your basket.
Can I opt out?
Yes, you will always be able to opt out of emails from Solar Illuminations as well as other marketing emails. You can do this by managing your preferences online or following the unsubscribe link at the bottom of any of our marketing emails.
Sharing your information outside of Solar Illuminations
Changes to our business
If ownership of all or part of our business changes, or we undergo a reorganisation (including a merger or transfer), we’ll transfer your personal information to the new owner or successor company so we can continue to provide our services.
Companies that provide services on our behalf
We share your personal information with companies that provide services on our behalf, such as printers, couriers, mailing houses, data hosting services, social media organisations, digital marketing agencies, call centre providers, market research, manufacturers and suppliers. We always ensure these companies give your information the same level of care and security we do. If your information is to be sent outside Europe, we make sure it’ll be subject to standards of protection and security that are as high as those Solar Illuminations uses here in the UK. For more information on the location of your data please see below.
Examples of the functions that may be carried out by external companies:
• Customer service centre
• Account set up and card issue
• Mailing houses and printers
• Online and social media advertising
• Delivery services such as couriers
• Market research
• Manufacturers or suppliers
• Payment providers
• Companies that provide web hosting, content providers, competitions, waiting lists etc.
• Companies that do fraud and money laundering checks
• Companies that provide IIT services & support inclusive of web hosting, data storage, data cleansing, content providers, competitions, etc.
Sharing data outside of the European Economic Area (EEA)
The EEA comprise of all of the European Union countries and Iceland, Liechtenstein and Norway. Personal data can be transferred, processed and stored within these countries safely and securely as they offer an adequate level of protection to personal data in comparison to the UK. There are a number of additional countries that can also offer an adequate level of protection, these are Andorra, Argentina, Canada, Faroe Islands, Guernsey, Israel, Isle of Man, Jersey, New Zealand, Switzerland, Uruguay and the US. Countries that Solar Illuminations may share information with, which are outside of the above listed countries, are: Vietnam, China, India and Thailand. If your information is sent to any of these four countries, we make sure it’ll be subject to standards of protection and security that are as high as those Solar Illuminations uses here in the UK. We take your data very seriously, therefore we’ll always conduct a full review of all of our suppliers’ processes and procedures including storage solutions for our data. In order to ensure adequacy when sending your data outside of the EEA, we put in place contracts based on the Standard EU Model Contract Clauses which are designed by the European Commission to guarantee adequacy for any data transfer and processing of this nature.
Can I opt out of having my data shared?
As your data is stored safely and securely both inside and outside of the EEA, we cannot offer alternative storage solution. If you wish to opt out of having your data stored outside of the EEA, you’ll need to close your account with Solar Illuminations.
How long do we keep your personal information?
We hold your personal information for as long as we have a legal or business reason to do so, which generally means as long as you remain a Solar Illuminations customer or as required to meet our legal obligations, resolve disputes or enforce our agreements. To fulfil our obligations as necessary and therefore may need to be retained for a period of time after you cease to be a Solar Illuminations customer. We will always store your data securely and won’t use it for any other purpose.
Keeping your data secure: what you can do?
Securing your payment details online
Solar Illuminations uses credit and debit card processing services and payment gateway services provides by Square. Such services adhere to PCI Data Security Standard (PCI-DSS) Level 1. Security procedures and standards involved include: fully encrypted data transmission at time of swipe; cryptographic protocols (SSL and PGP) during data transmission; symmetric cryptographic keys of no less than 128 bits long and asymmetric keys of no less than 2048 bits long; and server applied regular and routine security updates and patches. No card numbers, magnetic strip data and security codes are stored on Square client devices or on the website. In addition, when browsing or shopping at www.solarilluminations.co.uk all checkout pages are SSL certified meaning that the connection is secure and a coloured locked padlock icon will appear in the URL field next to the web site address confirming a secure connection.
Staying in control of your information: Your rights
We respect the fact that your personal information is your information, and we’ll make it easy for you to update or change your personal details or marketing permissions. Please help us to help you by letting us know if your contact details change, or if you spot any errors in the information we hold about you.
Your right of access
If you would like a copy of the information Solar Illuminations holds about you or have any queries about the way Solar Illuminations handles your personal information, please contact us.
What information am I entitled to?
You have to right to obtain a copy of the all information that Solar Illuminations holds about you, such as personal details, correspondence, marketing preferences, consent information, complaints and queries, within a 30 day time limit. There may be a fee charged for this service.
Your right to move your data (portability)
Under certain circumstances you can request that Solar Illuminations moves your data to another service provider. This is not an automatic right, depending on the type of data that Solar Illuminations holds about you and the reason Solar Illuminations process the data will depend on what Solar Illuminations are able to do. Please contact us to submit a request.
Your right to processing
You have to right to request that Solar Illuminations stop certain data processing activities that involve processing your personal data, this can be processes such as collecting your name and address on your www.solarilluminations.co.uk account to deliver goods to you, among other examples given above. This isn’t an automatic right, what Solar Illuminations are able to do will depend on the type of data that Solar Illuminations hold about you and why. Please contact us to exercise your right to object to Solar Illuminations processing your data.
Your right to deletion
While you remain a customer, we’ll process and retain your data as described in this Policy. Once you cease to be a customer we’ll hold your data for as long as required by law. You do have a right to request that Solar Illuminations deletes your personal data it holds. This isn’t an automatic right, what Solar Illuminations are able to delete will depend on the type of data that Solar Illuminations holds about you. Please contact is to request that your data be deleted.
If you require access to CCTV footage (for example, if you’re the victim of a crime that takes place on Solar Illuminations’ premises), you should write to us at:
Solar Illuminations Ltd
4 Old Park Lane
Mayfair, London, W1K 1QW
We’ll ask the date and approximate time of the incident you wish to view and as much detail as you can to help us locate the correct footage, and we may make a small charge. We will do our best to help, but there are situations in which we may be unable to make CCTV footage available to you, such as where the incident occurred some time ago or if we believe that allowing you to view it would breach someone else’s privacy. CCTV is held for a 30 day period. For all requests mentioned above, there is a 30 day limit to which Solar Illuminations must respond by and you may be required to provide proof of your identity. There may be a fee charged for this service.