Our Stores

Shackleton’s offering is in two parts (a) world-class high-performance and luxury apparel, and (b) unique expedition experiences to the world’s extremes, led by record-breaking explorers.

The terms "we", "us" or "our" in this Privacy Policy refer to whichever Shackleton entity you are dealing with.

We collect your personal information in a number of instances, including when you:

• Make an online purchase and check out as a guest (in which case we collect transaction-based data);
• Create an account with us;
• Book any kind of appointment with us or book to attend an event;
• Visit our Website, and use your account to buy products and services, or redeem vouchers from Shackleton on the phone, in a shop or online;
• Purchase a product  or service in store or by phone but don’t have (or don’t use) an account;
• Register your details to receive a Challenges call-back;
• Sign up to our mailing list;
• Engage with us on social media;;
• Contact us by any means with questions about a product or to raise a complaint;
• Ask one of our team members to email you information about a product or service;
• Enter prize draws or competitions;
• Comment on or review our products and services; 
• Have given a third party permission to share the personal information they hold about you with us;
• Phone us or we phone you, we may record phone conversations for record or training purposes; and/or;
• Visit our stores which usually have CCTV systems operated for the security of both customers and colleagues and for the prevention of crime. These systems may record your image during your visit.

The personal information we collect about you broadly falls into the following categories.

Information that you provide voluntarily

When you make a purchase in store or online, book an appointment, attend an event in store or online, or enter a prize draw or competition, you will be asked for some essential information. This includes your title, first name, surname, postal address, email address, telephone number and, if applicable, payment information. We collect this to help us:

• Process your online orders, including sending order confirmation and delivery information by email, or process payments due to us
• Contact you about your order, account or credit status where required
• Deliver safe and secure shopping by helping to prevent and detect fraud (to do this, we may need to disclose information to assist legal or debt recovery processes)
• Understand your needs and listen to your feedback via market research, shopping analysis, customer polls and surveys
• Register your details as a new Challenges client
• Enhance your Shackleton experience by delivering personally tailored retail offers
• Send you marketing and promotional offers, and manage your marketing preferences, if you elect to receive them
• Speed up form filling if you've registered online
• Respond to any issues or queries via our customer service team
• Conduct analytics to understand how our services are used and to improve your customer experience
• Notify you about changes to our service

When you use our Website as a registered or guest user, we also collect your email address. We may contact you if you abandon a purchase part way through and have unpurchased items in your basket.

Information that we collect automatically

When you visit our Website, we may collect certain information automatically from your device. This may be considered personal information under applicable data protection laws.

This may include your IP address, device type, operating system, unique device identification numbers, browser type, broad geographic location (e.g. country or city-level location) and other technical information. We may also collect information about how your device has interacted with our Website, including the pages accessed and links clicked.

Collecting this information helps us better understand the visitors who use our Website: where they come from, what content interests them, what they have viewed and, in some instances, what they have purchased. We use this information for internal analytics, to improve the quality and relevance of our Website, and to deliver personally tailored retail offers, both on the Website and through triggered email (only where you have agreed to these channels).

Some of this information may be collected using cookies, tracking pixels and similar tracking technology, as explained in section 7, "Cookies and similar tracking technology".

Information that we obtain from third-party sources

From time to time, we may receive personal information about you from third-party sources. We only do so where we have checked that these third parties either have your consent or are otherwise legally permitted or required to disclose your personal information to us.

If you have any questions about the third parties we obtain personal information from, please contact us using the details in section 14, "How to contact us".

Enhancing our data

Where we have obtained your personal information from various sources (including information lawfully obtained from third parties, or from the apparel or Challenges side of our business), we may combine it in certain circumstances to better understand your requirements and preferences in relation to our products and services.

This is necessary for our legitimate interests: to understand our customers better, to personalise your Shackleton experience and, where you have agreed to receive marketing, to make sure we send you the most appropriate offers about our products.

Conducting analytics

We use the personal information we hold about you (as well as pseudonymised or anonymised information generated from it) to carry out analysis and research. We do this on the basis that it is necessary for our legitimate interests in understanding our customers and making sure our products and services meet their needs. We combine information we hold on a large scale in order to:

• Learn more about our customers and their preferences
• Identify patterns and trends among our customers
• Enhance user experience on our Website
• Provide information, content and offers tailored to our customers' needs
• Carry out general research and statistical analysis
• Produce aggregated reports
• Help us develop new products and services
• Monitor the performance of our products and services
• Send you personalised marketing messages
• Display online advertisements to you
• Measure and understand the effectiveness of our online advertising

We also use your personal information (including by anonymising and aggregating it with other customers' information) for sales, supply chain and financial analysis, to understand how we are performing and where we can improve. This is necessary for our legitimate interests in understanding and improving how our business performs.

Marketing

We always give you the choice of whether or not to receive marketing communications from us, including by phone, email, SMS and post. Your marketing preferences may be collected on an opt-in basis, which will be made clear to you when we collect your contact details. Shackleton will only contact you if you have opted in to hearing from us. Important service reminders will still be sent regardless of your marketing preferences.

You can adjust your preferred marketing channels or opt out at any time by contacting us at info@shackleton.com. You can also withdraw your consent to email marketing by clicking "Unsubscribe" in any marketing email from us. See section 11, "Your data protection rights", for more information.

We may disclose your personal information to third-party service providers and business partners who provide data processing services to us, or who otherwise process personal information for purposes described in this Privacy Policy or notified to you when we collect it. Examples include:

• IT companies who support our Website and other business systems
• Operational companies, such as delivery couriers
• Google, Facebook, Instagram, Twitter and similar platforms and partners, to show you products and services that might interest you while you browse the internet. This is based on either your marketing consent or your acceptance of cookies, tracking pixels or similar technology (see section 7, "Cookies and similar tracking technology")
• Data insight and data analysis companies, who provide tools to analyse the data we hold
• Customer review companies, so you can leave feedback and we can improve our service
• Competition or prize-draw partners

We may also disclose your personal information:

• To any competent law enforcement body, regulatory or government agency, court or other third party where we believe disclosure is necessary (i) as a matter of applicable law or regulation, (ii) to exercise, establish or defend our legal rights or apply our Terms and Conditions, or (iii) to protect your vital interests or those of any other person
• To a potential buyer (and its agents and advisers) in connection with any proposed purchase, merger or acquisition of any part of our business, provided we inform the buyer it must use your personal information only for the purposes disclosed in this Privacy Policy
• To any other person with your consent

Where we share your personal information with third-party service providers and partners, our policy requires that:

• We provide only the information they need to perform their specific services
• They only use your data for the purposes we specify in our contract with them
• We work closely with them to make sure your privacy is respected and protected at all times
• If we stop using their services, any of your personal information they hold is either deleted or anonymised (subject to applicable law)

If you have any questions about the third parties we share your personal information with, please contact us using the details in section 14, "How to contact us".

Third-party advertising cookies

Third parties (such as Google, Bing, Yahoo, Facebook, Instagram, Twitter, Pinterest, Snapchat and Tumblr) may place cookies on your computer or mobile device to serve advertising through our Website. These companies may use information about your visits to this and other websites to show you relevant advertisements for goods and services you may be interested in. They may also use cookies or web beacons to measure the effectiveness of those advertisements.

The information collected this way does not enable us or them to identify your name, contact details or other personally identifying details unless you choose to provide these (based on your marketing consent or acceptance of cookies). See section 7, "Cookies and similar tracking technology", for more information.

Our legal basis for collecting and using the personal information described above depends on the information concerned and the context in which we collect it.

We will normally collect personal information from you only where:

1. We need it to perform a contract with you
2. The processing is in our legitimate interests and not overridden by your data protection interests or fundamental rights and freedoms
3. We have your consent to do so

In some cases, we may also have a legal obligation to collect personal information from you, or may need it to protect your vital interests or those of another person.

If we ask you to provide personal information to comply with a legal requirement or to perform a contract with you, we will make this clear at the time. We will tell you whether providing it is mandatory, and the possible consequences if you do not.

Similarly, if we collect and use your personal information in reliance on our legitimate interests (or those of any third party), we will make clear at the time what those legitimate interests are.

If you have questions about, or need more information on, the legal basis on which we collect and use your personal information, please contact us using the details in section 14, "How to contact us".

We use cookies and similar tracking technology (collectively, "Cookies") to collect and use personal information about you, including to serve interest-based advertising.

The cookies we use are listed below so that you can choose whether or not to opt out.

_session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).

_shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits

_shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.

cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart.

_secure_session_id, unique token, sessional

storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.

We use appropriate technical and organisational measures to protect the personal information we collect and process about you. These are designed to provide a level of security appropriate to the risk of processing your personal information. Specific measures include:

• Encrypting your personal information. When you place an order or access your account, a secure server encrypts all the information you input before it is sent to us. This protects your confidential data, particularly your payment card details, from unauthorised use.
• Keeping your information up to date and accurate. To do this, we need you to tell us if any of your details, such as your name or address, change.
• Strict security procedures for the storage and disclosure of your information, to prevent unauthorised access.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal information, we cannot guarantee the security of data transmitted to or through our Website; any transmission is at your own risk. Once we have received your information, we use strict procedures and security features to try to prevent unauthorised access.

To make sure your credit, debit or charge card is not being used without your consent, we validate the name, address and other personal information you supply during the order process against appropriate third-party databases. By accepting our Terms and Conditions, you agree to these checks being made. In performing them, personal information you provide may be disclosed to a registered Credit Reference Agency, which may keep a record of it. This is done only to confirm your identity: no credit check is performed and your credit rating will be unaffected. All information you provide is treated securely and strictly in accordance with this Privacy Policy.

Your personal information may be transferred to, and processed in, countries other than the one in which you are resident. These countries may have data protection laws that differ from those of the UK.

Our Website servers are located in the UK, but some of our third-party service providers and partners operate outside the UK. This means we may process your personal information in other countries.

If we do this, we have procedures in place to make sure your personal information receives the same protection as if it were processed inside the UK. For example, our contracts with third parties set out the standards they must follow at all times. For more information about these contracts, please contact us using the details in section 14, "How to contact us".

Any transfer of your personal data will comply with UK data protection law, and all personal data will be kept secure.

We retain the personal information we collect from you where we have an ongoing legitimate business need to do so (for example, to provide a service you have requested, or to comply with applicable legal, tax or accounting requirements).

When we no longer have such a need, we will either delete or anonymise your personal information. If this is not possible (for example, because it is stored in backup archives), we will securely store it and isolate it from any further processing until deletion is possible.

For more information about the specific periods for which we retain your data, please contact us using the details in section 14, "How to contact us".

You have the following data protection rights:

• Access, correction, update or deletion. You can ask to access, correct, update or delete your personal information at any time by contacting us using the details in section 14, "How to contact us".
• Objection, restriction and portability. You can object to the processing of your personal information, ask us to restrict processing, or request portability of your personal information, again by contacting us using the details in section 14.
• Opting out of marketing. You can opt out of marketing communications at any time by clicking the "Unsubscribe" or "Opt out" link in the marketing emails we send you.
• Withdrawing consent. If we have collected and processed your personal information with your consent, you can withdraw that consent at any time. This will not affect the lawfulness of any processing carried out before you withdrew it, nor processing carried out on lawful grounds other than consent.
• Complaining to a regulator. You have the right to complain to a data protection authority about our collection and use of your personal information. See section 12, "Contacting the regulator".

We respond to all requests from individuals wishing to exercise their data protection rights in accordance with applicable data protection laws.

If you feel your personal information has not been handled correctly, or you are unhappy with our response to any request you have made about the use of your personal information, you have the right to complain to the Information Commissioner's Office (ICO).

You can call the ICO on 0303 123 1113 or visit ico.org.uk/concerns. Please note we cannot be responsible for the content of external websites.

We may update this Privacy Policy from time to time in response to changing legal, technical or business developments. When we do, we will take appropriate measures to inform you, consistent with the significance of the changes.

You can see when this Privacy Policy was last updated by checking the "Last updated" date at the top of this page.

If you have any questions or concerns about this Privacy Policy or how we use your personal information, or you wish to exercise any of your data protection rights, please contact us:

• Email: info@shackleton.com
• Post: Data Protection, The Shackleton Design and Manufacturing Company Ltd, Flint Buildings, 1 Bedding Lane, Norwich, NR3 1RG, United Kingdom

The Shackleton Design and Manufacturing Company Ltd is registered in England and Wales under company number 07169051. Our registered office is Flint Buildings, 1 Bedding Lane, Norwich, NR3 1RG.

The data controller responsible for your personal information is The Shackleton Design and Manufacturing Company Ltd.