Our Privacy Promise

You can always trust Lakeland. Your personal information is just that - personal, so we always treat it with the highest standards of security and confidentiality, and rest assured, we never pass on, sell or swap your information with any other company for their own marketing purposes.

For over 50 years, we have been committed to looking after your data and we will always put you first.

What information do we hold about you?

When you shop with us, join our myLakeland club, register for an online account, ask us to keep in touch with you using your email address or mobile number, or choose to receive our catalogues, we collect information about you. We also collect information about you when you voluntarily complete Lakeland customer surveys, provide us with feedback or participate in our prize draws and competitions. If you browse our Lakeland website, we may collect information about your website visits using 'cookies' - click here to view our full Cookies policy.

How do we use your information?

Your information allows us to fulfil any orders you place with us, update you on the progress of your orders and assist with any future customer service queries.

We would also love to keep you up to date with our favourite products, exciting new ranges and unmissable offers we think will be of interest, by contacting you by post and using your email address to send you our email newsletters, communications via social media and any similar internet-based communications as they become available.

If you already receive our marketing communications, we'll continue to send you these unless we think you are no longer interested in hearing from us or you ask us to stop. We hope you enjoy hearing from us just as much as we enjoy putting our updates together, and we promise never to bombard you with too many communications.

If you join our myLakeland club, you'll receive our special club communications featuring exclusive discounts, offers and rewards, and occasionally, you'll also receive invitations to myLakeland members-only events, previews and demonstrations. Again, we'll continue to send you these communications unless we think you are no longer interested in hearing from us or you ask us to stop.

We may use your information, including details of your Lakeland purchases, how you choose to interact with us, your recent Lakeland website browser history and geographic information, to help us decide what we talk to you about and when. If you receive our email marketing communications for example, we use a tracking pixel to identify email opens, which helps us to keep our email mailing list up to date by highlighting any customers who for whatever reason have not opened one of our emails for a long time. We may also use your information to create profiles of, for example, our most loyal customers, or to identify key interest groups, for example, those of you who appear to love to cook and bake. Ultimately, we want to make sure that our marketing communications and offers are always relevant and interesting and this information will really help us achieve just that. Your information also helps us to tailor our advertising to those people who we think will really enjoy shopping with us too.

There are some communications that you'd always expect to receive from us, whatever your marketing preferences - for example, order confirmations by email if you have shopped with us online, or important order or customer service updates.

We employ the services of other companies to support our business for specific functions, for example: dispatching orders (using nominated parcel carriers); processing payments (using nominated payment providers); despatching Lakeland marketing communications (using a small number of postal and digital communications service providers); Collection of service reviews (using our nominated online review aggregator); and validating and analysing our customer data, including potentially updating addresses if customers have moved house (using a small number of nominated data specialists). If you order products from our website that are highlighted as will be despatched directly from our suppliers, we'll securely transfer your details on to these suppliers so that they can fulfil your orders. For certain purchases, we may need to verify your identity with a trusted third party for fraud prevention and age verification purposes, in order to protect your interests and fulfil our legal obligations.

Additionally, we partner with third-party service providers, to offer a referral programme. Through these programs, details such as your email addresses, order information, and IP addresses may be processed to validate referrals, enroll you in the program, distribute rewards, and provide other related services.

To deliver our products and services to you, we may need to transfer your data outside of the European Economic Area (EEA), for example if you are requesting delivery overseas or our service provider is based outside the EEA.

All third party service providers we work with are carefully vetted and highly trusted by us, and your data is protected by Lakeland's stringent security and confidentiality measures as well as applicable data protection laws. We only provide our service providers with the data that they require in order to perform the services that we have employed them to do - they will never use your data for any other purposes.

Unless otherwise stated, our processing of your personal data, as summarised in this notice, is in pursuit of our legitimate business interests as a trusted retailer, committed to providing you with the very best shopping experience.

We will not retain your data for longer than necessary for the purposes set out in this notice. Different retention periods apply for different types of data, however the longest we will normally hold your data is 5 years. Everything you buy from Lakeland comes with a 3 year guarantee, so we like to hold on to the detail of your orders long enough so we can easily help with any queries you may have.

How Google will use your personal data when you give consent to show advertisements on our website or app

We may use your personal data to show you ads that are more relevant to you. This includes using your search history, browsing history, and other information to determine which ads are most likely to be of interest to you.

We may share your personal data with our advertising partners. This allows our partners to show you ads on other websites and apps.

We may use your personal data to measure the effectiveness of our ads. This includes tracking how many people see our ads, how often they see them, and whether they click on them.

We may use your personal data to improve our products and services. This includes using your data to make our ads more relevant, to improve the user experience on our websites and apps, and to develop new products and services.

You can choose to opt out of personalized advertising by visiting the Google Ads Settings: https://adssettings.google.com/authenticated page. You can also choose to delete your personal data from Google's advertising database by visiting the Google Privacy Checkup: https://myaccount.google.com/privacycheckup/ page.

For more information about how Google uses your personal data, please see the Google Privacy Policy: https://policies.google.com/technologies/partner-sites.

Here are some additional details about how Google uses your personal data for advertising purposes:

We may use your IP address to determine your general location. This information is used to show you ads that are relevant to your geographic location.

We may use cookies to track your browsing activity. This information is used to show you ads that are based on the websites and apps you have visited.

We may use your search history to show you ads that are related to your search terms. This information is used to show you ads that are more likely to be of interest to you.

We take your privacy seriously and we will only use your personal data for the purposes that we have described above.

Your rights regarding your personal data

If you receive our postal or email based marketing communications, you can choose to opt out at any time, and without any fuss or delay - simply give our Windermere-based Customer Services team a call on 015394 88100, chat with us online, email or write to us click here for more details. Alternatively, you can update the settings in your online account if you have set one up or click on the unsubscribe link that appears in every one of our email newsletters. Please note that you may continue to receive our communications for a short period after changing your preferences while our systems are fully updated.

You also have the right to:

Ask that we correct or update any personal information that is incomplete, inaccurate or out of date.
Ask that we erase your personal data from our systems.
Ask that we stop processing your data or restrict processing where we haven't compelling legitimate grounds which override your interests, rights and freedoms.
Request access to the personal information we hold about you.
Object to us profiling your data, where we haven't compelling legitimate grounds which override your interests, rights and freedoms.
Request that any data provided by you be returned to you or transferred to another company in electronic form.
Lodge a complaint with the Information Commissioner's Office (ICO) in the UK - please see below for more information.

If you would like to exercise any of these rights, please get in touch with us using the link below. Please note that we may ask for proof of identity before providing or updating any personal information we hold about you and if we have a legitimate reason as to why we are unable to fulfil any requests, we will always explain the reasons why.

How to contact us

Our Data Protection Officer is always happy to help and answer any questions you have about our Privacy Promise. Simply write to them at Lakeland, Alexandra Buildings, Windermere, Cumbria LA23 1BQ or alternatively click here for other ways to get in touch. If you have any reason for concern, please contact us in the first instance and we will do our utmost to resolve the matter to your complete satisfaction. Alternatively, you can report a concern to the Information Commissioner's Office (ICO) - click here for more details.

Last updated 23rd June 2023