We collect, use and are responsible for certain personal information about you. When we do so we may be regulated under the General Data Protection Regulation which applies across the European Union (including in the United Kingdom) and we are responsible as ‘controller’ of that personal information for the purposes of those laws.
When you interact with Lyre’s including by purchasing products, subscribing to our loyalty program, creating an account online, in store, over the phone, via email, or via social media, we may collect and hold personal information about you. Personal information means information or pieces of information that could allow you to be personally identified. This enables us to identify you and provide you with information about Lyre’s products and services and allows us to facilitate any purchases or other enquiries. This information may include your name, address, phone number, screen name, email address, credit card information, shopping habits, preferences and health information.
We may also collect your personal information about you indirectly from third parties where you have agreed with them that your information may be disclosed to us, and with whom we have business relationships.
The following table contains further details of when we collect personal information, what we collect as well as how we use it:
When information is collected
What information we ask for
How and why we use your information
When you register with us
Date of birth
We ask for this:
— to create and manage your account with us
— To assist with shipping/delivery
— To communicate with you about your account
If opting in for further communication:
— To ensure we don’t communicate with subscribers who are underage
— To send you birthday discount coupons
— To send you communications about our goods, services, promotions via email, text or direct mail out.
Your information will be stored in two platforms that are integrated via APIs therefore no manual handling of data takes place. Your account information will be store in a Bigcommerce website backend and if you choose to subscribe your information will also be pushed across to dotdigital (our email send provider platform)
We rely on our contract with you and our legitimate interest in providing goods and services in the manner that we believe you expect as the lawful basis for collecting and using your personal information.
We will keep this information until:
— you close your account with us
— we close your account
When you subscribe with us
Obtained via email subscription opt in forms across the Lyre’s website
Used to send communications
We rely on our agreement with you and our legitimate interest in providing promotional communications about our goods and services in the manner that we believe you expect as the lawful basis for collecting and using your personal information.
Stored in dotdigital email send provider platform.
We will keep your information until:
— you unsubscribe from us
— we unsubscribe you
Your details will remain on dotdigital and marked as suppressed to ensure you will no longer receive communication.
When you order with us
Credit card information
Obtained via Lyre’s website checkout form
Used to fulfil orders and send transactional communications
Stored in bigcommerce website backend. Order details are then passed via API or manually exported and imported to the external 3PL warehouse system (Hexspoor platform) for packing and fulfilment and sent onto shipping providers for delivery. Credit card information will be hashed in the backend of BigCommerce and not accessible to any staff/users and credit card information will not be passed onto warehouse or shipping providers.
We will keep your information until you request order history deletion from us
When you enquire with us
Obtained via Lyre’s:
Used to address customer service enquiries
Enquiries are not stored within the bigcommerce website backend. Your enquiry goes straight to the customer service email account inbox that is managed by Lyre’s customer service team. Pending upon the nature of your enquiry your information will be forwarded to relevant internal and external parties in order to answer your questions. Enquiries will not be marketed to unless user has chosen to opt in for marketing communications.
We will keep your information within our inbox until you request deletion by us.
When you chat with us
Date of birth
Obtained via facebook messenger chat bot or Zendesk live chat functionality
Used to address customer service enquiries and for further promotional communications
We rely on our agreement with you and our legitimate interest in providing goods and services in the manner that we believe you expect as the lawful basis for collecting and using your personal information.
Enquiries/chat history are stored within the messenger chat bot and pushed via API to Dotdigital should you choose to opt in via email/sms.
When engaging with the messenger chat bot you agree with the messenger chat bot policy https://www.facebook.com/policy.php that we adhere to set by facebook.
We will keep your information within the messenger chat and dotdigital until you request deletion/unsubscribes by us or you unsubscribe from our communications manually.
We collect your personal information so we can identify you and interact with you for the purposes described herein
Our legal basis for processing your personal information
When we use your personal information we are required to have a legal basis for doing so. There are various different legal bases on which we may rely, depending on what personal information we process and why.
The legal bases we may rely on include:
We may also collect health information from you when reporting an adverse reaction to a product. This information must be collected in order to provide you with a suitable products and services and for our health and safety reporting obligations. We will not process this sensitive personal information without your explicit consent (unless required by any applicable law) and we will not process sensitive personal information by way of any automated process.
If you wish to remain anonymous when you use the Lyre’s website, do not sign in to the website or provide any information which may identify you. Please note however that we are unable to perform a number of our functions without obtaining your identifying information. For example, we may require details about your identity if you register or log into our website, contact us with an enquiry or complaint, request to receive communications from us, participate in our promotions or competitions, require us to deliver products to you and, in some cases, process a payment.
If you do not wish to receive direct marketing communications from us please follow the 'opt-out' or 'unsubscribe' instruction in that communication or on our website, or otherwise email us at [email protected] and provide your name, e-mail address and postal address and information about the direct marketing communication you no longer wish to receive.
We may disclose your personal information:
We will not disclose any health information to third parties or use it for any purpose other than as set forth herein.
Do we transfer, process or disclose your personal information overseas?
We may disclose your personal information to Lyre’s group companies and/or to third party service providers who provide services to Lyre’s including data warehousing, credit card processing and e-commerce services, mailing and logistics services, located overseas in Hong Kong, China, Japan, the United States and Australia. By disclosing personal information to us, you acknowledge and consent to these potential transfers.
We hold your personal information in a combination of electronic and hard copy files. We may store your personal information with third party data storage providers.
We take all reasonable steps to ensure that the personal information we hold is protected from misuse, interference and loss, and unauthorised access, modification or disclosure by the use of various methods, including secure physical and technological storage. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so. Where we provide your personal information to third party service providers, we require them to keep it secure in accordance with relevant data privacy laws and only use or disclose it for the purpose for which it was provided.
Please contact us immediately if you become aware or have reason to believe there has been any unauthorised use of your personal information that we hold.
Under the General Data Protection Regulation you have a number of important rights free of charge. In summary, those include rights to:
For further information on each of those rights, including the circumstances in which they apply, see the Guidance from the UK Information Commissioner’s Office (ICO) on individuals rights under the General Data Protection Regulation.
Please contact us via one of the following if you would like to exercise any of the above rights:
We will ask that you put your request for access in writing and provide us with proof of your identity.
How can you access further information or complain about a breach of your privacy?
We will investigate any complaint, and notify you of our decision in relation to the complaint, as soon as practicable after it is received. If we are unable to satisfactorily resolve your concerns about our handling of your personal information, you can contact the ICO at the following: https://ico.org.uk/concerns/ or telephone: 0303 123 1113.
This website is operated by Zero Proof Australia Pty Ltd (ABN 97 630 554 853) herein referred to as Lyre’s and its group companies (“Lyre’s”, “we”, “us”, “our”).
For example, we may monitor how many times you visit the website, which pages you go to, traffic data, location data and the originating domain name of your internet service provider. This information helps us to better understand our customers and provide a better website user experience. Some of this data may be aggregated or statistical, which means that we will not be able to identify you individually.
For further information on cookies generally, including how to control and manage them, visit the guidance on cookies published by the UK Information Commissioner’s Office, www.aboutcookies.org or www.allaboutcookies.org.
We will ask for your permission (Consent) to place cookies or other similar technologies on your device, except where they are essential for us to provide you with a service that you have requested (e.g. to enable you to put items in your shopping basket and use our check-out process).
The table below provides more information about the cookies we use and why:
The cookies we use
Whether cookie is essential for us to provide you with a service that you have requested and whether we will seek your consent before we place the cookie
This cookie will store the checkout cart and product name and bring it to the order-confirmation page. It will last for 7 days, but will be cleaned when the user makes another purchase
Yes, essential (we will therefore not request your consent before placing this cookie)
Shopping cart cookie
Stores the purchase time when a user places an order, and carries it to the order-confirmation page. It will be stored for 7 days, but will be overridden when the user places another order.
Geo control cookie
Used to control the geo popup. When a user clicks the close button, it will be stored as a session cookie, and cleared when the browser is closed. When a user clicks either the ‘stay in Australia’ or ‘not in Australia’ button, it will be stored for 7 days. The only value for this cookie will be ‘closed’. Every time a user goes to any page (except the blog page), we will read the cookie and if the value is not closed, we will run the geo IP address check, and display the popup accordingly.
In addition to the above, we sometimes use a type of technology called a “pixel tag” on our websites or in our emails, alone or in combination with cookies. Pixel tags may be used to provide us and third parties who provide services to us with information about customer activity on our websites and/or when emails that we send are opened or accessed.
Your visits to our website may also be associated with location-based information: (i) you manually provide, (ii) derived from the IP address of your computer, (iii) where you have accessed our website from your mobile device, GPS information where that has been enabled on your device, or (iv) the proximity of your laptop computer, mobile wireless device, personal digital assistant, personal communication system, or other communications device (your "Personal Communication Device”) to the nearest radio tower or cell site. This information includes when your Personal Communication Device is activated as well as when and how you are using it. We may collect such data to verify the information you provide to us manually and to provide you with location based content. We may also associate it with your existing personal information solely for our internal use in order to improve your experience with us.
How to turn off all cookies and consequences of doing so
If you do not want to accept any cookies, you may be able to change your browser settings so that cookies (including those which are essential to the services requested) are not accepted. If you do this, please be aware that you may lose some of the functionality of our website.
For further information about cookies and how to disable them please go to the guidance on cookies published by the UK Information Commissioner’s Office, www.aboutcookies.org or www.allaboutcookies.org.
If you wish to contact our Data Protection Officer, please send an email to [email protected], write to Lyre’s Head Office Enterprise House, Beeson’s Yard, Bury Lane, Rickmansworth, Hertfordshire WD3 1DS United Kingdom or call +61 2 8030 5552.
This policy was published on 11/12/2019 and last updated on 11/12/2019
We may change this policy from time to time, when we do we will keep you informed by updating all terms, statements, policies on our website.
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