Privacy Policy
Last updated: May 2026. Replaces the previous version dated May 2018.
This Privacy Policy applies to Hancocks & Co (Jewellers) Limited (trading as “Hancocks”), a company registered in England and Wales with company number 00319323, whose registered office is at 62 St James’s Street, London, SW1A 1LY, United Kingdom. We operate the websites www.hancockslondon.com and www.hancockssignetrings.com (together, “our Sites”). We are the data controller in respect of personal information collected through our Sites and in the course of our business.
If you have any questions about this policy, please contact us by email at [email protected], by telephone on +44 (0)20 7493 8904, or by post at 62 St James’s Street, London, SW1A 1LY, United Kingdom.
Who this policy applies to
This policy applies to clients, prospective clients, event attendees, newsletter subscribers, website visitors, and suppliers with whom we interact. It does not apply to children under the age of 13 — we do not knowingly collect personal information from under-13s. If you believe we have done so inadvertently, please contact us immediately and we will delete it.
Information we collect
Information you provide to us
This includes your name and contact details (address, email, telephone); payment details including card or bank account information when making a purchase; details of your jewellery interests and enquiries; records of your purchases and order history; and correspondence you send us by any means, including when booking an in-store appointment or registering on our Sites.
Information we collect automatically
When you visit our Sites, we collect your IP address, browser type, pages visited and time spent, and device information. We also collect cookie and tracking data — please see the Cookies section below for full details.
How we use your information
The table below sets out the purposes for which we process your personal information and the lawful basis under UK GDPR and the Data Protection Act 2018 on which we rely.
| Purpose | Lawful basis |
|---|---|
| Processing and fulfilling orders, handling payments and arranging delivery | Performance of a contract |
| Managing your online account and appointment bookings | Performance of a contract |
| Responding to enquiries and providing customer service | Legitimate interests |
| Sending marketing communications about our jewellery, events and services | Consent (new contacts); Legitimate interests (existing clients — you may opt out at any time) |
| Personalising your experience on our Sites | Legitimate interests |
| Site analytics and service improvement | Legitimate interests |
| Complying with legal obligations relating to tax, accounting and trade embargo requirements and, where applicable, anti-money laundering requirements | Legal obligation |
| Preventing fraud and enforcing our terms | Legitimate interests; Legal obligation |
| Handling complaints and defending or pursuing legal claims | Legitimate interests; Legal obligation |
Where we rely on legitimate interests, we have satisfied ourselves that those interests are not overridden by your rights. You have the right to object — see the Your rights section below.
Marketing
We may send you information about our jewellery, collections, events and services where you have consented, or where you are an existing client and we are marketing similar goods or services. You can opt out at any time by clicking “Unsubscribe” in any email, emailing [email protected], or writing to us at the address above. We will act on your request promptly. Opting out of marketing does not affect your other rights under this policy.
Sharing your information
We do not sell your personal information. We may share it with: payment processors and financial institutions; delivery and logistics providers; IT and platform service providers; marketing and email service providers; analytics providers including Google Analytics and Google Tag Manager; professional advisers (lawyers, accountants, insurers); law enforcement, regulators or government bodies where required by law (including under anti-money laundering legislation); customs and border authorities in connection with international shipments; and prospective buyers of our business in the event of a sale or merger, subject to confidentiality undertakings.
All third parties who process data on our behalf do so under written agreements that meet UK GDPR requirements. Third parties are not permitted to use your data for their own purposes.
Our Sites contain links to third-party websites including our social media profiles on Instagram, Pinterest and Facebook. We are not responsible for their privacy practices and encourage you to read their policies.
International transfers
Hancocks ships goods to customers across Europe, North America, the Middle East, Asia Pacific and elsewhere. Your personal information may therefore be transferred to and processed in countries outside the United Kingdom. Where this occurs, we ensure transfers are protected by appropriate safeguards — either a UK adequacy regulation, the International Data Transfer Agreement (IDTA), or the UK Addendum to the EU Standard Contractual Clauses. You may request details of the safeguards in place by contacting us.
Your rights
Under UK GDPR and the Data Protection Act 2018 you have the right to: access the personal information we hold about you; have inaccurate information corrected; have your information erased where we no longer have a lawful reason to hold it; restrict our processing in certain circumstances; receive your data in a portable format where processing is based on consent or contract; object to processing based on legitimate interests or for direct marketing; not be subject to solely automated decision-making with significant effects; and withdraw consent at any time where we rely on consent.
To exercise any right, contact us at [email protected], by telephone on +44 (0)20 7493 8904, or by post. We will respond within one month. We may need to verify your identity. No fee is charged unless a request is manifestly unfounded or excessive.
Cookies
Our Sites use cookies. Strictly necessary cookies keep the site functioning (including your shopping cart) and cannot be disabled. Analytics cookies (Google Analytics) and marketing cookies (Google Tag Manager) are only placed with your consent, which you can give or withdraw at any time via the cookie settings on our Sites or through your browser.
How long we keep your information
We retain your information only as long as necessary. Transaction and purchase records are kept for 7 years to meet HMRC and legal requirements. Client relationship and correspondence records are kept for up to 7 years from the end of our business relationship (longer where required by anti-money laundering obligations for high-value transactions). Marketing contact information is held until you unsubscribe, after which a suppression record is retained to honour your preference. Website analytics data is held for up to 26 months. In-store CCTV footage is retained for up to 30 days unless required for evidential purposes.
Security
We use appropriate technical and organisational measures to protect your information, including encrypted HTTPS connections, PCI DSS-compliant payment processing (we do not store full card details), access controls, and staff training. No internet transmission is completely secure — if you have any concern about the security of your interaction with us, please contact us immediately.
Complaints
If you have a concern about how we handle your information, please contact us first using the details above. If you remain dissatisfied, you may complain to the Information Commissioner’s Office (ICO): www.ico.org.uk | 0303 123 1113 | Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. If you are based in the EEA, you may also have the right to contact your local supervisory authority.
Changes to this policy
We may update this policy from time to time. Material changes will be notified by updating the date above and, where appropriate, by email or a notice on our Sites. We encourage you to review this policy periodically.
Hancocks & Co (Jewellers) Limited | Company No. 00319323 | 62 St James’s Street, London, SW1A 1LY