L
Layla M-Kelly5 October 2023
★★★★★
Nova Diamonds brought my wedding rings vision to life. I had a CAD design to pre approve and got exactly what I was expecting! X
Privacy Policy
Nova Diamonds respects your privacy. This notice explains what personal information we collect, how and why we use it, who we share it with, how long we keep it and the rights available to you.
1. Who is responsible for your information?
Nova Diamonds is responsible for the personal information described in this notice.
- Website: www.novadiamonds.co.uk
- Email: info@novadiamonds.co.uk
- Telephone and WhatsApp: +44 (0)7447 313233
2. Information covered by this notice
This notice applies when you visit our website, create or use an account, configure or order jewellery, contact us, subscribe to marketing, use our online features, leave a review or otherwise interact with Nova Diamonds.
It does not control how another organisation uses your information under its own responsibility. If you follow a link to another website or service, please read that organisation’s privacy notice.
3. Personal information we collect
Depending on how you use our services, we may collect:
- Identity and contact information: name, billing and delivery address, email address and telephone number.
- Account information: account identifier, login details in protected form, billing and delivery addresses associated with orders, order history and preferences.
- Order and product information: selected metal, profile, width, depth, ring size, finish, engraving, price, order number, delivery status, returns, repairs, warranty requests and correspondence.
- Payment information: payment status, method, transaction reference and limited payment details supplied by Stripe. Stripe processes full card or wallet credentials; we do not receive or store your complete card number.
- Communications: emails, telephone or WhatsApp messages, enquiries, feedback, complaints and customer-service records.
- Marketing information: subscription choice, consent record, campaign interactions and unsubscribe or objection preferences.
- Technical and usage information: IP address, device and browser information, approximate location derived from IP, pages viewed, referring source, interactions, cookie identifiers, security events and website diagnostics.
- Review and social information: information you choose to publish or send through Google Reviews, Facebook, Instagram, WhatsApp or another external platform.
Please do not send unnecessary sensitive information through our website, email or WhatsApp.
4. How we obtain your information
We collect information:
- directly from you when you order, register, contact us, request a return or repair, subscribe or provide feedback;
- automatically from your device through server logs, cookies and similar technologies;
- from payment, delivery, address-verification, security, analytics and advertising providers; and
- from public reviews or social-media interactions when you choose to engage with us there.
5. Why we use your information and our lawful bases
| Purpose | Information typically used | Lawful basis |
|---|---|---|
| Process orders, payments, production, delivery, returns, repairs and warranty requests | Identity, contact, order, payment and communications information | Performance of a contract or steps requested before a contract |
| Manage customer accounts and provide support | Identity, contact, account, order and communications information | Performance of a contract and our legitimate interests in providing effective customer service |
| Keep tax, accounting, transaction and consumer-law records | Identity, contact, order, payment and refund information | Compliance with legal obligations |
| Protect the website, payments, customers and business; prevent fraud, spam and misuse | Identity, contact, payment, technical, usage and security information | Our legitimate interests in security and fraud prevention, and compliance with legal obligations |
| Improve our website, products and customer journey using optional analytics | Technical, usage and cookie information | Consent where required for analytics cookies; our legitimate interests may apply to subsequent aggregated analysis |
| Measure advertising and show relevant advertising through Meta Pixel | Cookie identifiers, technical information, page interactions and purchase events | Consent |
| Send marketing emails or messages | Name, contact details, marketing choices and campaign interactions | Your consent, or the customer “soft opt-in” where all legal requirements are met |
| Establish, exercise or defend legal claims and manage complaints | Identity, contact, order, payment and communications information | Our legitimate interests and compliance with legal obligations |
Where we rely on legitimate interests, we consider whether the use is necessary and balanced against your rights and reasonable expectations. You may ask for more information about this assessment.
6. If you do not provide information
Some information is needed to enter into or perform a contract. For example, we need your name, contact details, delivery address, order choices and payment confirmation to accept and fulfil an order. If you do not provide required information, we may be unable to process the order or provide the requested service.
You do not have to consent to marketing, analytics or advertising in order to buy from us.
7. Who we share information with
We share only the information reasonably needed for the relevant purpose. Recipients may include:
- Stripe, for card, Apple Pay and Google Pay processing, payment security and fraud prevention;
- Royal Mail and any replacement courier, to deliver and track insured orders;
- GoDaddy, for website hosting, infrastructure and email services;
- Fetchify, when you use address lookup;
- Google, for reCAPTCHA security, Google Analytics where consented, and Google Reviews or related services;
- Meta, for Meta Pixel where consented, and when you contact us through Facebook, Instagram or WhatsApp;
- technology, database, email, website-development and security providers supporting our business;
- professional advisers, insurers, banks, accountants, auditors and legal advisers where necessary;
- regulators, courts, law-enforcement bodies, tax authorities or other public authorities where required or permitted by law; and
- a buyer, seller or adviser involved in a genuine sale, merger, restructuring or transfer of all or part of our business, subject to appropriate confidentiality and data-protection measures.
These providers may act as our processors, independent controllers or, in limited circumstances, joint controllers. Their own privacy notices explain processing for which they are independently responsible.
8. Cookies, analytics and advertising
We use strictly necessary technologies for security, basket and checkout functions. With your consent, we may use Google Analytics and Meta Pixel. You can accept, reject or later change optional cookie choices. Please read our Cookie Policy for details.
9. Marketing
You may choose to subscribe to Nova Diamonds marketing. Consent must be freely given through a clear opt-in and is not a condition of purchasing.
In limited circumstances, UK electronic-marketing rules may allow us to contact an existing customer about our own similar products or services using the “soft opt-in”, provided we offered a clear opportunity to opt out when collecting the details and in every later message.
You can stop marketing at any time by using the unsubscribe option in a message or contacting info@novadiamonds.co.uk. We may retain minimal information on a suppression list so that we respect your choice and do not contact you again inadvertently. Service communications about an order are not marketing and may continue where necessary.
10. Virtual Try-On photographs
The Virtual Try-On feature is designed so that a photograph you select remains on your device and is processed within your browser. Nova Diamonds does not upload, receive or retain the photograph through this feature. Temporary browser memory may be used to display it while the page is open; closing or refreshing the page should clear it.
11. International transfers
Some providers may process personal information outside the United Kingdom, including in the United States or other countries where they or their service providers operate.
Where a transfer is restricted by UK data-protection law, we require an appropriate transfer mechanism where applicable. This may include UK adequacy regulations, the UK International Data Transfer Agreement, the UK Addendum to approved standard contractual clauses, or another lawful safeguard. You may contact us for more information about the safeguards relevant to your information.
12. How long we keep information
We keep personal information only for as long as reasonably needed for the purpose collected, including legal, accounting, tax, warranty, fraud-prevention and dispute requirements. Our intended retention approach is:
| Record | Typical retention approach |
|---|---|
| Orders, invoices, payments, refunds and tax records | Normally six years after the end of the relevant financial year, or longer where required for an active dispute, legal obligation or claim. |
| Product, warranty, repair and authenticity records | For the useful life of the product or while needed to administer the lifetime manufacturing warranty and establish purchase history. |
| Customer account | While the account remains active, followed by a reasonable period for security, support and legal purposes. You may ask us to close it, subject to records we must retain. |
| General enquiries and customer-service communications | Normally up to two years after the matter is closed, unless connected to an order, warranty, complaint or claim requiring longer retention. |
| Marketing subscription | Until you unsubscribe, withdraw consent or the subscription is no longer active. A minimal suppression record may be kept longer to honour your opt-out. |
| Security logs and technical records | For a limited period proportionate to website security, fraud prevention and troubleshooting needs. |
| Cookie and analytics information | According to the durations described in our Cookie Policy and the relevant provider settings. |
When information is no longer required, we delete or anonymise it securely unless the law permits or requires continued retention.
13. Security
We use appropriate technical and organisational measures designed to protect personal information against accidental or unlawful loss, alteration, disclosure, destruction or access. Measures may include access controls, encryption in transit, payment-tokenisation, software updates, backups and limiting access to those with a business need.
No internet or storage system can be guaranteed completely secure. Please use a strong, unique password for your account and do not share it. Contact us promptly if you suspect unauthorised use.
14. Automated processing
Stripe, reCAPTCHA and security providers may use automated signals to identify possible fraud, spam or misuse. Nova Diamonds does not currently make decisions based solely on automated processing that produce legal or similarly significant effects on you. If this changes, we will provide the information and safeguards required by law.
15. Your data-protection rights
Depending on the circumstances and lawful basis, you may have the right to:
- be informed about how your information is used;
- request access to your personal information;
- ask us to correct inaccurate or incomplete information;
- ask us to erase information in certain circumstances;
- ask us to restrict processing in certain circumstances;
- object to processing based on legitimate interests and object at any time to direct marketing;
- receive certain information in a portable format;
- withdraw consent at any time where we rely on consent; and
- raise a concern with the Information Commissioner’s Office.
Your right to object: you have an absolute right to object to the use of your personal information for direct marketing. You may also object to processing based on our legitimate interests; we will stop unless we demonstrate compelling legitimate grounds or need the information for legal claims.
These rights are not always absolute. We may need to verify your identity and may ask for information needed to locate the relevant records. We normally respond within one month, although the law permits an extension for complex or numerous requests. There is normally no fee, but the law may allow a reasonable charge or refusal where a request is manifestly unfounded or excessive.
16. Contact and complaints
To exercise a right or ask a privacy question, contact:
- Nova Diamonds — for the attention of Customer Care
- Email: info@novadiamonds.co.uk
- Telephone or WhatsApp: +44 (0)7447 313233
We would appreciate the opportunity to resolve your concern first. You also have the right to complain to the UK Information Commissioner’s Office:
- Website: ico.org.uk/make-a-complaint
- Telephone: 0303 123 1113
17. Children
Our website and products are intended for adults. You must be at least 18 years old to place an order. We do not knowingly seek to collect personal information from children for ordering or marketing purposes.
18. Changes to this notice
We may update this notice when our services, providers or legal obligations change. The latest version will be posted on this page with a revised date. Where a change is significant, we will take reasonable steps to bring it to your attention and seek fresh consent if required.
