| OUR WEBSITE AND YOUR PERSONAL DATA |
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What we do and how we do it
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Why we do it
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Why we need to do it
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| When you place an order – we need to collect some data from you as part of the ordering process. |
To enable us to deliver product to you and provide other guest Services to you. |
We need certain detail in order to deliver product to you and fulfil our contractual obligations to you. |
| Your account – we need to collect some of your personal data to allow you to shop with us and create and account. |
For you to set up an account with us, we need to collect profile data to do this. |
There is no obligation to set up an account with us and it will always be done with your consent. We may also use your account details as part of ensuring the successful delivery of products and services to you and to fulfil our contractual obligations. |
| Proof of identity – we need to check who you are. |
There might be a situation where we need to check who you are, e.g. when we need to confirm you’re a student to get student discount or to confirm it was you that placed an order. |
To deliver the Services and products to you, we see this as a contractual obligation to you. |
| Browsing behaviour – we try to personalize your browsing experience with us . |
This means we can get the products that we think you’ll love to you faster. |
It is important for us to continue looking at how we can improve and make your experience with us more enjoyable – it’s in your and our legitimate interests. |
| Site navigations – we know our site best and we want to make sure you’re getting to the right pages to get the product you want. We use your data to analyse your movements across our site and to send you to the right place. |
We want you to get the products that you want as quickly as possible. |
It is important to us that you get the most seamless shopping experience that you can with us – it is in our legitimate interest and yours (as you can see the product you want). |
| Guest improvement – we may need to use information about you to improve product, services and customer experience. This might include working with trusted third parties to develop new content, products or services. |
We want to ensure we’re showing and promoting the most relevant products to all of our Guests. |
It is important for us to continue looking at how we can improve and make your experience with us more enjoyable – it’s in your and our legitimate interests. |
| Important updates and service messaging – we might need to contact you to let you know about account and/or service updates, i.e. to let you know there has been updates to our T&Cs. |
We need to keep you informed or any changes to our Services or any of our other contractual terms that we made with you. |
To deliver the Services and products to you, we see this as a contractual obligation to you. |
| YOUR BODY SIZE AND SHAPE (IF YOU CHOOSE TO TELL US THIS – WHICH WILL ALWAYS BE WITH YOUR CONSENT) |
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What we do and how we do it
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Why we do it
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Why we need to do it
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| Product recommendations – we might use a third party to help make recommendations about product, including sizing recommendations. |
To try and ensure that you order the right size, fit and type of product, we sometimes use information provided by and to third parties to help improve our products and services. |
Our sizing tools are run by third parties in accordance with their own privacy policy. Use is an optional part of the purchase process so it done only with your consent.
Our use of other third party tools helps us to provide you with information about products you might like in accordance with your and our legitimate interests.
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| Product selection quiz – we might use a third party to provide you with a quiz which, when answered, allows us to recommend the best product for what you want and need. |
We know our product best, and we want to help you navigate what would be best for you based on your preferences! |
It is important for us to show you things we think you will like and tailor these to your needs. It is also important for us to know your preferences so that we can make it the best possible Guest experience – it is in our legitimate interest to provide you with the best service we can. Participation is always with your consent. |
| YOUR ORDER AND PAYMENT INFORMATION |
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What we do and how we do it
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Why we do it
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Why we need to do it
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| Take payment and give refunds – we collect transaction information related to the use of our services or your purchases with us. This includes delivery information, amount charged, payment method, credit card information, billing, or shipping information. |
When you place and order with us, we work with third-party payment processors to collect and process your payment information. We also need this information to process any refunds that you request from us. |
To ensure the successful delivery of services and products to you as part of our contractual obligation to you. |
| Delivery of your Order and delivery updates – we need to know who you are and where you live to send you your products. We share your personal information with third party shipping providers who deliver the products to you on our behalf. |
If we don’t know where you live, we can’t send you the product. |
To ensure the successful delivery of services and products to you as part of our contractual obligation to you. |
| Financial records – we need to keep a record of any financial transactions you make with us. |
We need to know what you have paid for (which is useful for us to deal with issues like returns in the right way) and to protect ourselves from fraud. |
We have a legal obligation to do this, for example, under Anti-Money Laundering rules. |
| Purchase analytics – we may analyse how frequently you shop with us, what you have bought, searched for, returned and kept to wear as this helps us to understand what you like. |
We need this information to understand how we can keep making the products you love and why you keep coming back for more. |
It is important for us to know your preferences so that we can make it the best possible Guest experience – it is in our legitimate interest to provide you with the best service we can. |
| YOUR CONTACT HISTORY WITH US |
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What we do and how we do it
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Why we do it
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Why we need to do it
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| Guest Support – when we need to provide support to you as our Guest, we may need to collect certain data (including order number and purchase history). Sometimes, we’ll record our calls with you too. |
When you contact our Guest Education Centre, we want to be able to respond to your concern in the right and most relevant way to you. |
To ensure the successful delivery of services and products to you as part of our contractual obligation to you. We may also need to take steps as part of our legal obligation to protect our educators. |
| Complaints – when you make a complaint and/or raising a legal concern, we need to collect and use your data to respond to it. |
We want to respond to your concerns as quickly and in the best way as we possibly can.
We also want to use your concerns to improve the services and support that we provide to you and other Guests.
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To provide you with the opportunity to raise an issue and respond to it, we see this as a contractual obligation to you.
We also have a legal obligation to do this and it's important for us to do as a business.
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| Your data rights – when you submit a request that relates to your rights under data protection laws, we need to use your information to respond. |
You have rights under data protection laws (which we’ve set out below under this Privacy Policy) which we need to respect and adhere to. |
We have a legal obligation to do this under EU and UK GPDR and it's important for us to do as a business. |
| PURCHASE HISTORY AND SAVED ITEMS IN YOUR BASKET |
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What we do and how we do it
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Why we do it
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Why we need to do it
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| “Back in Stock” emails – we may send you an email to let you know that the product you’re keeping an eye on is back in stock. |
We need to let you know when the product you want is back in stock for you to purchase. |
Chances are, you’re keen to get your hands on something that we’re currently out of stock of and you want us to tell you when its back, so this will be done with your consent. |
| “Left in Basket” emails - we may send you an email to let you know that you’ve forgotten about something in your basket that you might still want to buy. |
We want to remind you of the products that you put in your basket in case you want to buy them (but got distracted). |
Chances are, you’re keen to get your hands on something but for some reason at the time decided not to click buy, so this is in your and our legitimate interest. |
| Returns – we want to ensure that we handle returns in accordance with our T&Cs and provide customer service and support. |
We need to ensure we can contact you to assist and receive any products that you want to return back to us. |
To ensure the successful delivery of services and products to you as part of our contractual obligation to you. |
| Shopping history – we might analyse what you have bought, searched for, or returned. |
This helps us to truly understand what you like as a Guest and consider what products our Guests collectively love the most. |
It is important for us to show you things we think you will like – it’s in your and our legitimate interests. |
| Personalising your shopping experience – we try to provide recommendations based on your style, budget and personal preference by analysing your order history. |
We do this so that we can ensure that we are giving you what you want and provide you with the best possible Guest experience. |
It is important for us to show you things we think you will like – it’s in your and our legitimate interests. |
| Affiliate links – we may use your personal data to match your orders to links from affiliates who connected you to us, or when they were promoting a product when you clicked on their site. We share purchase history with them too so that they can track when they’ve successfully sent you to us. |
Sometimes we need help from our friends to connect you with us – we use a number of third parties who promote our products on their sites. |
It's important to us that word gets out how great our products are – which can include through affiliates and other sources – its in our legitimate interests. |
| INFORMATION ABOUT YOUR PHONE, LAPTOP, AND HOW YOU USE OUR WEBSITE (AND ANY APPS) |
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What we do and how we do it
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Why we do it
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Why we need to do it
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| Remembering you – we might use your personal information to identify you when you visit our website. |
We keep track of who you are because we believe, if we can remember you, we can give you the best possible experience when you come back to visit again. |
It is important that provide you with the best possible online experience. It’s in your and our legitimate interests. |
| Default settings – we are always trying to improve our website and we might set default options for you (such as language and currency). |
This is to make it easier for you to use and navigate our website and to get your hands on those lululemon products that you want! |
It is important that provide you with the best possible online experience. It’s in your and our legitimate interests. |
| Perpetual login – we want to provide you with the opportunity to stay logged in without having to sign in each time. |
We want your user journey to be as seamless and efficient as possible (and who can actually remember those incredibly long passwords!) so we may offer you the option to stay logged in (you can always change your mind and revoke this setting). |
It is important that we provide you with the best possible online experience. It’s in your and our legitimate interests. |
| Product info – we might send you information about our products and services (including ones you haven’t bought…yet). |
We want to make sure you stay informed about all of our products and services – including those that are new and exciting. |
It is important for us to show you things we think you will like – it’s in your and our legitimate interests. In some cases, we may provide direct marketing with your consent. |
| Web ads – we might show you lululemon adverts as you browse the web. |
We use your cookies to provide you with content, even when you’re not on our site. This is done in accordance with our Cookies Policy where we collect your consent. |
It is important for us to show you things we think you will like – it’s in your and our legitimate interests. We also obtain your express consent to our Cookies Policy. |
| Third party collection – We may use a third party service provider to collect data on our behalf across the internet and sometimes our website. |
We love to know what you’re saying about us on other sites (and not just to us!). Also, it’s really helpful for us to know how we compare to other brands and your experience with them. |
It is important for us to continue looking at how we can improve – it’s in your and our legitimate interests. |
| Guest behaviours – we may monitor and analyse your behaviour when you’re on our website. |
We want to see what you’re buying, when you’re buying it and why you might leave something in your cart! |
It is important for us to continue looking at how we can improve – it’s in your and our legitimate interests. |
| MARKETING |
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What we do and how we do it
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Why we do it
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Why we need to do it
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| Marketing – when you contact us through any channel (including online, in-store), we’ll ask you whether you want to opt in or out of marketing communications. If you do opt-in, we record this on your Guest profile. These marketing communications may contain tracking pixels that help us monitor how you’ve interacted with that particular communication. |
If you’ve opted in to receive our marketing, we’ll use your personal data to tell you about lululemon products, promotions, competitions and offers that we think you might be interested in.
These notifications will be sent to you online (i.e. by email, by social media, search engine as banners, push notifications or adverts).
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We will only send marketing communications to you with your consent; and you can opt out at any time. It may also be legitimate for us to send marketing communications to you when you have expressed an interest in our goods or services. |
Text marketing - When you connect with us (online, in-store, at an event), we might ask you to if you want to receive texts from us. We use a trusted third party to do this for us and they will store the information that you provide (inc. your number) and be able to track when you read a text message.
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If you’ve opted in to receive our marketing, we’ll use your personal data to tell you about lululemon products, promotions, competitions and offers that we think you might be interested in!
We might even use the information that we’ve automatically collected from your use of our site to tailor our texts to you.
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We will only send marketing communications to you with your consent; and you can opt out at any time. It may also be legitimate for us to send marketing communications to you when you have expressed an interest in our goods or services. |
| Adverts – we may show you, or share your personal data with a third party to show you, banner adverts of our products on social media platforms. |
We share your information with the third parties because they have the capabilities to notify you of things we think you’ll be interested in via social media feeds. |
It is important for us to show you things we think you will like – it’s in your and our legitimate interests. |
| INFORMATION FROM SOCIAL MEDIA OR OTHER ACCOUNTS YOU LINK TO US |
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What we do and how we do it
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Why we do it
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Why we need to do it
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| Linked accounts – we may allow you to use your Social Media accounts to login to our site, simply and easily without having to create a specific account. For us to do this, it involves sharing your personal data linked to that account with us. |
We want to make things as easy and seamless for you as possible because we know you can’t wait to get your hands on our products. |
It is important for us to continue looking at how we can improve and make your experience with us more enjoyable – it’s in your and our legitimate interests. |
| Information sharing – we might use your personal data to analyse how you like to and how you might want to share your lululemon products (and your thoughts on them) with your friends. |
We want to know how we can make shouting about our amazing products easier for you and its good to know how you prefer to do this and where. |
It is important for us to continue looking at how we can improve and make your experience with us more enjoyable – it’s in your and our legitimate interests. Ultimately, it’s up to you if you want to share this with us. |
| When you tag us – we may want to analyse your social media profile and connect it with your Guest profile. |
We want to ensure we’re staying in the know about what you think, what you’re wearing and how you like to connect with us. |
It is important for us to continue looking at how we can improve and make your experience with us enjoyable – it’s in your and our legitimate interests. |
| COMMENTS YOU POST ABOUT LULULEMON, TAGGING US OR POSTING PHOTOS AND VIDEOS ON OUR SOCIAL MEDIA PAGES |
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What we do and how we do it
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Why we do it
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Why we need to do it
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| Monitor our Guests views or opinions – we might respond, repost or reach out to you privately about something you’ve written on a public platform. |
We may respond to you or react to something you’ve posted on a public platform, particularly if you are unhappy or if it’s something we can improve. |
It is important for us to know how you feel about us – it’s in your and our legitimate interests. We also want to make sure we’re keeping a safe environment for all. |
| Social tags - If you tag lululemon or post to our pages, we may use your photo and/or video (with or without sound), on our site or Social Media pages. |
We want to be able to shout about and share all of the looks our Guests are wearing! |
It is important for us to continue looking at how we can improve and make your experience with us more enjoyable – it’s in your and our legitimate interests. Ultimately, it’s up to you if you tag us in your posts. |
| Fraud investigations - we use public sources of information to help us investigate fraudulent activity. |
We need to ensure we’re preventing, checking, and investigating fraud against you or lululemon. |
It’s not ideal, but it is in our legitimate interest to protect you and us, our services and stop any potentially fraudulent activity. Also, we have a legal obligation under Anti Money Laundering Regulations in the UK & EU to do this too. |
| SURVEYS, FEEDBACK, COMPETITIONS & EVENTS |
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What we do and how we do it
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Why we do it
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Why we need to do it
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| Asking for feedback & reviews – we reach out to you to get your feedback. We may also invite you to leave a review on the items that you have bought from us as we love to hear from you (good or bad!). |
We ask for feedback from our Guests on the products, how you’re enjoying them and how you feel we are doing as a brand.
Sometimes, we use a third party to do this and your data will be shared with them when we do so. |
For consumer insight surveys, it’s your choice if you want to provide us with feedback (which we love to hear!) so this will be done with your consent.
For other kinds of feedback such as our customer service surveys, product reviews, or feedback requests, it's in both of our legitimate interests for us to send you these so that we can improve our services and products for you.
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| Refer a friend - We use a third-party provider to allow you to participate in our refer a friend programme, should you wish to do so. |
We want to give you the opportunity to benefit from offers and promotions as a result of you helping to grow our community here at lululemon. |
Your data, and your friend’s data, will be processed in line with the third party’s privacy policy, which we will highlight to you at the time of making your referral. |
| Competition – we may contact you to let you know we’re running a competition or prize draw. |
We want all of our Guests to have the opportunity to take part in our competitions. |
If you opted in to receive marketing, we’re doing this with your consent. |
Competition – we will contact you via the method set out in the relevant Terms and Conditions if you have been selected as a winner.
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We need to let you know if you do/don’t meet the eligibility criteria and ultimately if you win – and you’ll definitely want to know too! |
If you chose to take part in a competition/prize draw, we treat this as an important contractual commitment to you. |
| Discount codes and promotional offerings – we may send you a discount code to use when you next shop with us. |
We want to ensure we give back to our Guests. |
We share these with you so that you can enjoy the perks of being a valued Guest and to say thanks. We’ll only do this with your consent. |
| Managing attendance at events - we need to contact you in relation to events. |
So that you can attend one of our amazing events we have invited you to and administer the event coordination, such as event communications. |
To deliver the services and to provide you with the opportunity to attend events, we see this as a contractual obligation to you in accordance with the terms and conditions of the event. |
| IN-STORE |
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What we do and how we do it
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Why we do it
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Why we need to do it
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| CCTV – our lululemon stores all operate CCTV which may capture you in the footage. |
This means we can ensure the safety of both Guests and Educators who are on our premises.
We may also use the CCTV for market research purposes so we can make sure our stores are set out as nicely as possible for you to enjoy your experience while you’re with us!
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We have a legal obligation to keep our Guest Educators safe and ensure a secure working environment.
It's also in our interests to keep Guests safe too!
If and when we use CCTV for market research, this is in our best interests to ensure we’re giving our Guests the best experience we can.
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| Processing payment at the till – we may ask you for information to provide you with e-receipt or to assist in completing the transaction. |
We need this information to be able to send you a paperless receipt (and in turn do our bit to help the environment!). This will allow you to keep all of your bills in one place and not worry about losing the receipt. |
You are under no obligation to receive a paperless receipt, so this will be with your consent. |
| Event imagery – we might use video recordings, photographic images, recordings of live events/webinars or other online events (including both images and sound) on our Site or Social Media. |
We want to shout about the fun events we get to run and be a part of! We may take, use and publish imagery on our social media pages or communication channels. |
We’ll only do this with your consent. |
| In-store WiFi – We have WiFi access points in some of our stores to keep you online even while shopping with us! We receive aggregate reports regarding store traffic that relies in part of information collected from the WiFi access points to track traffic patterns in our stores. |
Where such technology is used, we will provide a prominent notice at the location. If you wish to exclude your device from such in-store mobile analytics, you can opt out at any time by turning off WiFi on your device. |
We’ll only do this with your consent. |
