LÖV Flowers Privacy Policy

Last updated: October 2025

LÖV Flowers ('we', 'us', 'our') respects your privacy and is committed to protecting your personal data. This Privacy Policy explains how we collect, use, store and share your information when you visit or make a purchase from www.lovflowers.co.uk (the 'Website').

1. Who We Are

LÖV Flowers is operated by Nowmoment Ltd, 37 The Grove, Uplands, Swansea SA2 0QR United Kingdom. We are the data controller responsible for your personal data collected through this website.

2. How We Collect Personal Data

We collect information when you place an order, create an account, interact with our live chat, leave a review, participate in promotions, or browse our website (through cookies, analytics, and similar technologies). The types of data collected include your name, address, contact details, order information, and technical data such as IP address and browser type.

3. How We Use Your Data

We process personal data only where lawful and necessary, including to:
- Fulfil orders and deliveries through our secure fulfilment and logistics network.
- Process payments safely and securely.
- Provide responsive customer support via live chat.
- Comply with legal, tax and accounting obligations.
- Analyse performance, prevent fraud and improve our website and marketing.

We may occasionally send you updates, offers or news about our products, but only where you have given consent (for example, by selecting 'keep me updated' at checkout). You can withdraw this consent at any time via your account settings or by contacting us through live chat.

We do not sell or rent your data to third parties.

4. Sharing Your Data

We share your data only with trusted service providers who act on our behalf to deliver, process or support your order. These may include payment processors, website hosting and analytics providers, logistics and delivery partners, customer service platforms, and accounting systems. All third-party processors are contractually bound to handle your information in accordance with this Privacy Policy and UK data protection laws.

We also work with carefully selected fulfilment partners who prepare and dispatch orders for us. They receive only the details required to complete delivery and cannot use the information for any other purpose.

In the event that LÖV Flowers or substantially all of its assets are acquired, merged, restructured or transferred, customer information (including personal data) may form part of the transferred business assets. Any such transfer will be subject to equivalent data protection safeguards.

5. Data Retention

We retain personal data only as long as necessary:
- Orders and invoices: 6 years (for legal and accounting obligations).
- Analytics and tracking data: up to 26 months.
- Chat transcripts: 12 months (then deleted automatically).
- Inactive accounts: deleted after 24 months of inactivity.

6. Cookies and Analytics

Our website uses cookies and similar tracking technologies to function properly, enhance performance and personalise your experience. This includes essential cookies (for checkout and security), performance cookies (for analytics) and marketing cookies (for advertising). You can manage or withdraw consent at any time using your browser settings or our cookie banner.

When you first visit our website, you will be prompted to review and set your cookie preferences via our on-site banner. You can revisit and update those preferences at any time through the 'Manage Cookies' link in the website footer.

7. Profiling and Automated Decision-Making

We may use limited profiling or automated tools to tailor recommendations, personalise your shopping experience, or show relevant offers. These processes do not have legal or significant effects on you, and you may object to such processing at any time.

8. Artificial Intelligence and Automation

We may use artificial intelligence ('AI') and automation to help us operate efficiently — for example, by analysing trends, detecting fraud, personalising content, or supporting live chat responses. These systems always operate under human oversight and in accordance with data protection laws. You can contact us if you wish to understand how these systems interact with your data or to object to automated processing.

9. Security and Data Breaches

We maintain strong technical and organisational safeguards — including encryption, secure hosting, and limited staff access — to protect your data. In the unlikely event of a data-security breach, we will notify affected users and the Information Commissioner’s Office (ICO) as legally required.

10. International Data Transfers

Your data may occasionally be transferred outside the UK for processing or storage (for example, when using international technology or hosting providers). Where this occurs, we ensure appropriate safeguards are in place, such as Standard Contractual Clauses or adequacy decisions approved by the UK Government.

11. Your Rights

Under the UK GDPR, you have the right to access, correct, delete, restrict or object to our processing of your data, as well as the right to data portability and to withdraw consent. You can exercise these rights by contacting us through live chat at www.lovflowers.co.uk. We aim to respond within 6 hours and complete all data requests within 30 days.

You may withdraw consent for marketing or other optional processing at any time. If you believe your data has been mishandled, you may contact the Information Commissioner’s Office (ICO) via www.ico.org.uk, or reach out to us first so we can address your concern quickly.

12. Updates to This Policy

We may update this Privacy Policy from time to time to reflect operational, legal or regulatory changes. The most recent version will always be available on our website, and continued use of our services constitutes acceptance of the updated terms.

13. Children's Privacy

Our website and services are designed for adults. We do not knowingly collect data from individuals under 18 years old. If you believe a child has provided us with personal information, please contact us immediately so we can remove it.

14. Contact Us

For any privacy-related questions, please contact us through live chat on www.lovflowers.co.uk. We aim to respond within 6 hours.