Privacy & Cookies

Our policy & promises to you.

v1.0 - 07.05.2018 - updated to reflect GDPR (General Data Protection Regulation) legislation changes.


Protecting your privacy

At soak.com, we pride ourselves on gaining, and keeping your trust, so we’re here to run through our Privacy Policy with you to make sure you’re totally happy with what we do with your personal information. Grab the biccies! If you have any questions about how we protect your privacy, drop us a line at dataprotection@soak.com

For the purposes of data protection law, the controller — the company that’s responsible for your privacy and decides why and how your information is used — is Luxury For Less LTD (trading as soak.com). This policy was last updated on the date mentioned at the top of this page. Please see our contact information at the end of this policy.

We use your information in a number of different ways — what we do depends on the information. The lawful basis we rely on to use your information in the ways set out will differ depending on the scenario, but it will be because it is necessary for us to perform our contract with you or because you have consented or because we need to use it for a legitimate interest of ours. The below set this out in detail, showing what we do, and why we do it. The bold sections highlight the personal information used in the relevant scenario.


"So, how do you use my name & contact details?"

To be able to send you your goodies as per our contract with you:

We know you're looking forward to getting them - so we need to know where to send them! Here we'll need to use your; Name, Delivery & Billing Addresses

To keep you up to date by text or e-mail, such as order updates:

This allows us to stick to our word in our contract and keep you in the loop with your delivery. Here we'll need to use your; email address & or mobile phone number

So that you're aware of our new products and services (yay!)

Don't worry, we will only send you stuff with your consent. If we do contact you we'll use your email address & or mobile phone number dependant on the consent you have given us.

Fraud prevention and detection

Unfortunately it happens, so we do our very best to prevent and detect fraud against either you or soak.com. Here we'll need to check your ; Name, Delivery & Billing Addresses against your payment card and, in relation to certain refunds, your bank account details

Showing you soak.com adverts as you browse the web

This is pretty handy, as you'll see our latest products and deals.

We tailor our communications and advertorial content based on products you have previously bought from us to make them relevant to you based on our legitimate interest to you as a customer. We may also use your data to:

• to supply your details to social media and other online platforms operated by other companies for them to contact you with our targeted advertising online, unless you object (to find out more about how to exercise your right to object, please see the section headed [‘Your Rights’] below). You may receive advertising based on information about you that we have provided to the platform such as browsing history or because, at our request, the platform has identified you as having similar attributes to the individuals whose details it has received from us. To find out more, please refer to the information provided in the help pages of the platforms on which you receive advertising from us


How we use your payment information

We use your payment card details, and in relation to certain refunds, your bank account details. Fear not - we don’t keep them or write them down!

To take your payment and provide your refunds:

Kinda how this whole thing works - you give us money and we'll give you goods in return! Here we'll need to check your; name and delivery & billing addresses against your payment card and, in relation to certain refunds, your bank account details

Fraud prevention and detection

Unfortunately it happens, so we do our very best to prevent and detect fraud against either you or soak.com. Again, we'll need to check your ; Name, Delivery & Billing Addresses against your payment card and, in relation to certain refunds, your bank account details


Your contact history

This is the correspondence we've shared - in other words, chats over the phone, email, letters or on social media.

Provide you with customer service and support:

We want to provide the best experience possible. Simple!

This is done on a case by case basis, but typically we will need to use your name, email address & or mobile phone number and if you've ordered with us, we may need to use your Name, Delivery & Billing Addresses


Your purchase history and saved items

What you’ve bought in the past or items you're saving for the future - we've got your back.

For your purchase history we will use your name and delivery & billing addresses. If you've saved items, and have trouble checking out, we'll contact you using your email address and/or mobile phone number. This will be purely operational, as we've a legitimate interest to ensure nothing went wrong at checkout.


Information about your phone or laptop, and how you use our website

TThis is the information you give us when you pop onto our site, including your IP address, device type and information we obtain via cookies (see Cookies below). If you choose to share it with us we will know your location data, as well as how you use our website. This is shared with sub-processors (e.g. Google Analytics), however, all the data is anonymised and encrypted.

We promise that we do not, and will never sell any of your personal data to any third party. You trust us and we'd like to keep it that way.

However, we will need to share your data with the following areas to be able to provide our service to you:

  • Companies that process your order. This includes payment service providers and delivery companies. Here we will share your Name, Delivery & Billing Addresses in some cases we may share your mobile phone number, and of course your order history to make sure we can fulfil our contract with you.
  • Credit reference agencies, law enforcement and fraud prevention agencies. Here we'll share your name and delivery & billing addresses against your payment card and, in relation to certain refunds, your bank account details
  • Credit reference agencies, law enforcement and fraud prevention agencies. Here we'll share your name and delivery & billing addresses against your payment card and, in relation to certain refunds, your bank account details
  • Certain online platforms. See Showing you soak.com adverts as you browse the web for further details.
  • Other service providers. These perform functions on our behalf (including external consultants and professional advisers such as lawyers, auditors and accountants, technical support functions, analytics service providers and IT consultants carrying out testing and development work on our business technology systems)

If your order is a Tile Sample, we will pass your data to TileMountain to fulfil your order. Their team may contact you to make sure you received your tile sample, and see whether you have any further questions regarding your tile sample order.

We may provide third parties (such as Google Analytics) with aggregated (but anonymous) information and analytics about our customers. However, before we do so, we will make sure that it does not identify you.

If we merge with or are acquired by another business or company in the future, we may share your personal information with the new owners of the business or company (and provide you with notice of this disclosure). We may share your personal information with third parties if we have to share your information to comply with legal or regulatory requirements, or if we have to enforce or apply our terms and conditions or any other agreements or to protect our rights, property or our customers.

Transfers of your personal information outside of Europe

All the personal information collected about you by us or on our behalf may be transferred to countries outside the European Economic Area (EEA). By way of example, this may happen where any of our teams are located in a country outside of the EEA or if any of our servers or those of our third-party service providers are from time to time located in a country outside of the EEA. These countries may not have similar data protection laws to the UK and so they may not protect the use of your personal information to the same extent. The non-EEA countries to which we transfer your personal information are:

- Ukraine

If you have previously given us consent to marketing emails, we’ll send you our marketing messages by email. This is to keep you in the loop of what we’re up to and current discounts and offers

How to stop marketing messages from soak.com

You can stop receiving marketing messages from us at any time (although we will be sad to see you go)

You can do this:

  • Through your account settings
  • By clicking on the ‘unsubscribe’ link in any email
  • By contacting our Customer Care team

Once you do this, that's it! Thanks for hanging out with us - we had fun!

Please note that, it may take a few days for all our systems to be updated. You might get messages from us while we process your request - sorry!

Stopping marketing messages will not stop service or operational communications related to your order or basket contents.

We like to engage in online advertising! This keeps you updated with what we’re up to and to help you find our products quickly and easily!

Like many companies, we target soak.com banners and ads to you when you are on other websites. We do this using a variety of digital marketing networks and ad exchanges. We also use a range of advertising technologies too.

How to stop this

For more information on how to stop this form of advertising, please visit http://www.youronlinechoices.eu/

We’ll hold on to your information for as long as you have your account, or as long as is needed to be able to provide the services to you, or (in the case of any contact you may have with our Customer Care team) for as long as is necessary to provide support-related reporting and trend analysis only.

If reasonably necessary or required to meet legal or regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce our terms and conditions, we may also keep hold of some of your information as required, even after you have closed your account or it is no longer needed to provide the services to you.

As per our contract with you, you have a warranty of up to 10 years when you purchase a product from soak.com. As such, we'll need to keep information related to your order such as: Delivery Address, Billing Address, Order Details, Name and Email Address for this period in order that we can verify any future claims.

We will store your personal information for as long as you are subscribed to our marketing list. If you unsubscribe or your subscription expires (because you do not interact with our marketing messages for over 2 years), we will keep your email address on our suppression list to ensure that we do not send you marketing emails.

If you weren't aware - you have a lot of rights relating to your personal information and what we do with it! You have -

  • - The right to access the personal information we hold
  • - The right to be informed about how your personal information is being used.
  • - The right to request the correction of inaccurate personal information we hold about you
  • - The right to request that we delete your data, or stop processing it or collecting it, in some circumstances
  • - The right to stop direct marketing messages - just get in touch!
  • - The right to complain to your data protection regulator — in the UK, the Information Commissioner’s Office
  • - The right to request that we transfer or port elements of your data either to you or another service provider for certain data

If you want to exercise your rights, please contact us using our contact details at the end of this policy. Except in rare cases, we will work to a timescale of 1 month to provide you with your requested information.

Automated decision making

We do not envisage that any decisions that have a legal or significant effect on you will be taken about you using purely automated means, however we will update this policy and inform you if this position changes.

We may change this page from time to time, to reflect how we are processing your data.

If we make significant changes, we will make that clear on the soak.com website or other soak.com services, or by some other means of contact such as email, so that you are able to review the changes before you continue to use soak.com.

We use cookies on our website. (Not the tasty ones unfortunately!)

Cookie Notice

There are four main types of cookies –

Site functionality cookies

These cookies allow you to navigate the site and use our features.

Site analytics cookies

These cookies allow us to measure how our customers use our site. They also allow us to improve its functionality and your shopping experience.

Customer preference cookies

Basically, when you're browsing or shopping on soak.com, these cookies will remember your preferences - pretty handy right?

Targeting or advertising cookies

These cookies are used to deliver ads relevant to you and they limit the number of times that you see an ad. It also helps us get to grips with the effectiveness of our campaigns.

By using our site, you are agreeing for us to place these sorts of cookies on your device and accessing them when you visit the site in the future.

How to stop this

For more information on how to stop this form of advertising, please visit http://www.youronlinechoices.eu/

If you have any problems or concerns, please do not hesitate to get in touch with us! We're all ears and on hand to help at dataprotection@soak.com. Thank you!

Contact us If you want to exercise your rights, have a complaint, or just have questions, please contact us via the email address dataprotection@soak.com. We will work to a timescale of 1 month to provide you with your requested information.