Privacy Policy

Last updated: 24th October 2026

This privacy policy explains how Benson & Clegg collects, uses and protects your personal information when you visit bensonandclegg.com, place an order, contact us or sign up to hear from us. It also explains your rights and how to exercise them. We have written it to meet the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations (PECR), as amended by the Data (Use and Access) Act 2025.

1. Who we are

Benson & Clegg London Ltd (trading as Benson & Clegg) is the controller of your personal information. We are a company registered in England and Wales, and we are registered with the Information Commissioner's Office (ICO) as a data controller.

Company number: 09007457
ICO registration number: ZC277426
Registered office: 45 Albemarle Street, 3rd Floor, Mayfair, London W1S 4JL, United Kingdom
Email: enquiries@bensonandclegg.com
Telephone: +44 (0)20 7491 1454

Our directors are responsible for data protection. Please use the contact details above for any privacy question, request or complaint. You can view our entry on the ICO's public register of fee payers at ico.org.uk.

2. The information we collect

Information you give us

Identity and contact details: your name, billing and delivery addresses, email address and telephone number.
Order details: the products you buy, engraving or personalisation text, gift messages, and your order and returns history.
Account details: if you create an account, your login details and saved preferences.
Correspondence: anything you send us by email, telephone, our contact and enquiry forms, or social media.
Reviews: product reviews and ratings you choose to submit.
Marketing preferences: whether you have agreed to receive our emails or text messages.

Information collected automatically

Device and usage information: your IP address, browser and device type, approximate location, pages viewed, links clicked, how you arrived at our website, and how you interact with our emails.
Cookies and similar technologies: see section 9.

Payment information

Card and payment details are entered directly with our payment providers and are never seen or stored by us. We receive only confirmation of payment and limited details such as the card type and last four digits.

Information from third parties

We may receive information from payment providers (for example, the outcome of fraud checks), delivery companies (for example, delivery status) and advertising partners (for example, which advert led you to our website).

3. How we use your information and our lawful basis

We only use your personal information where the law allows. Our lawful bases are:

Contract – to process and deliver your order, handle engraving and personalisation, arrange returns and refunds, manage your account and respond to your enquiries about an order.
Legal obligation – to keep tax and accounting records, complete customs declarations for international orders, and comply with consumer law and requests from regulators or law enforcement.
Legitimate interests – to run and improve our business in ways you would reasonably expect, including preventing and detecting fraud and crime, keeping our website secure, understanding how our website is used, improving our products and service, handling reviews and customer feedback, and establishing or defending legal claims. We weigh our interests against your rights and you can object at any time (see section 7).
Consent – to send you marketing by email or text message where consent is required, and to use non-essential cookies for analytics and advertising. You can withdraw consent at any time.

Marketing. We will only send you marketing emails or texts if you have opted in, or if you have bought from us and we are telling you about similar products (in which case you will have been given the chance to opt out when you gave us your details and in every message since). Every message includes an unsubscribe link, or you can email us. We never sell your information to other organisations for their marketing.

Automated decisions. We do not make decisions about you that have legal or similarly significant effects based solely on automated processing. Our payment providers use automated checks to prevent fraud. If you are affected by such a decision, you can ask for human review, to give your views and to challenge the decision.

4. Who we share your information with

We share personal information only where necessary, with organisations that help us run our business. They act on our instructions and must keep your information secure.

E-commerce platform: Shopify, which hosts our website and processes orders.
Payments: Shopify Payments (including Apple Pay, Google Pay and Shop Pay) and PayPal. Where you choose PayPal or Shop Pay, that provider also acts as an independent controller under its own privacy policy.
Fulfilment and delivery: Choice Fulfilment Services (our warehouse), Shiptheory (shipping software), Royal Mail, DHL and FedEx, and Parcel Panel (order tracking).
International orders: Swap Commerce, which calculates and pays import duties and taxes and prepares customs paperwork. Customs authorities in the destination country also receive the information required by law.
Email and text messages: Klaviyo.
Reviews: Yotpo.
Accounting: Xero.
Website tools: providers of our cookie consent, forms, search and backup tools.
Analytics and advertising: Google (Analytics, Ads and Merchant Center), Microsoft (Clarity), Meta (Facebook and Instagram) and Reddit, only where you have consented to the relevant cookies (see section 9).
Professional advisers and authorities: our accountants, lawyers and insurers, and HMRC, the police, courts or regulators where the law requires.
Business sale: a buyer or potential buyer of our business, under confidentiality terms.

We do not sell your personal information.

5. International transfers

Some of our service providers are based outside the UK or store information outside the UK, including in the European Economic Area, Canada and the United States. When your information is transferred outside the UK, we make sure it is protected by one of the safeguards permitted under UK law: the destination has been recognised by the UK as providing adequate protection (including the UK Extension to the EU–US Data Privacy Framework for certified US companies), or the transfer is covered by the UK International Data Transfer Agreement or Addendum to the EU Standard Contractual Clauses. If you send us an order to be delivered abroad, we share the details needed to deliver it and clear customs with the carrier and the authorities in that country. You can contact us for more information about these safeguards.

6. How long we keep your information

Orders, invoices and payment records: six years from the end of the financial year in which the order was placed, as required for tax and accounting.
Customer account: until you ask us to close it.
Marketing records: until you unsubscribe, after which we keep a record of your email address or number on a suppression list so we do not contact you again.
Correspondence and complaints: for as long as needed to deal with the matter, and with your order records where they relate to an order.
Analytics and cookie data: for the periods set out in our cookie banner.

When information is no longer needed, we delete it securely or anonymise it.

7. Your rights

You have the right to:

Access – ask for a copy of the personal information we hold about you.
Rectification – ask us to correct information that is inaccurate or incomplete.
Erasure – ask us to delete your information, where we no longer have a reason to keep it.
Restriction – ask us to limit how we use your information in certain circumstances.
Data portability – ask for information you gave us in a commonly used electronic format, or for it to be sent to another organisation.
Object – object to our use of your information based on legitimate interests, and to direct marketing at any time.
Withdraw consent – where we rely on your consent, withdraw it at any time. This does not affect anything we did before you withdrew it.
Automated decisions – ask for human review of a significant decision made solely by automated means.

To exercise any of these rights, email enquiries@bensonandclegg.com. There is normally no charge. We will respond within one month, which we may extend by up to two further months for complex or multiple requests; we will tell you if we need to. We may need to confirm your identity, or ask you to clarify your request, before we can respond; the one-month period starts once we have what we need. When responding to a request for access, we will carry out reasonable and proportionate searches for your information.

8. How to complain

If you are unhappy with how we have handled your personal information, please tell us first so we can put it right. Email enquiries@bensonandclegg.com with "Data protection complaint" in the subject line, or write to us at our registered office. We will:

acknowledge your complaint within 30 days of receiving it;
look into it without undue delay and keep you informed of our progress; and
tell you the outcome without undue delay.

You also have the right to complain to the Information Commissioner's Office (ICO), the UK data protection regulator, at ico.org.uk/make-a-complaint or on 0303 123 1113, quoting our registration number ZC277426. The ICO will usually expect you to have raised the complaint with us first.

9. Cookies and similar technologies

Cookies are small files stored on your device. We use them, and similar technologies such as pixels, as follows:

Strictly necessary – needed for the website to work, for example to keep items in your basket, remember your currency and process checkout securely. These do not need your consent.
Analytics – help us understand how visitors use our website so we can improve it (Google Analytics and Microsoft Clarity, which records how pages are used).
Advertising – measure our adverts and show you relevant adverts on other websites (Google Ads, Meta and Reddit). If you have accepted advertising cookies and place an order, we also share a securely scrambled (hashed) version of the email address and other contact details you gave us with Google, so it can match your order to an advert you saw or clicked. Google uses this only to measure our adverts and does not receive your details in readable form.

We only use analytics and advertising cookies if you accept them in our cookie banner. You can change your choice at any time using the cookie settings link on our website, or by adjusting your browser settings. Blocking strictly necessary cookies may stop parts of the website, such as checkout, from working.

10. Keeping your information secure

We use appropriate technical and organisational measures to protect your information, including encrypted connections across our website, access controls, and service providers that meet recognised security standards. If a data breach is likely to result in a high risk to you, we will tell you without undue delay.

11. Children

Our website and products are intended for adults. We do not knowingly collect personal information from children under 13. If you believe a child has given us their information, please contact us and we will delete it.

12. Customers outside the UK

If you live in the European Union, you have the same rights under the EU General Data Protection Regulation as set out above, and you can also complain to the data protection authority in your country. Customers in Brazil and Japan can find additional information on our LGPD and APPI notices.

13. Links to other websites

Our website may link to other websites, such as Royal Mail's returns portal or our social media pages. We are not responsible for their privacy practices, so please read their privacy policies.

14. Changes to this policy

We may update this policy from time to time, for example to reflect changes in the law or in how we work. The date at the top shows when it was last updated. Where changes are significant, we will let you know by email or on our website.