Drakes Privacy Policy

Keeping your personal data safe

Who are we

This site is owned and operated by Drakes (Jewellers) Limited. Drakes Jewellers Limited, trading as Drakes Jewellers, has its registered office at c/o Francis Clark LLP, North Quay House, Sutton Harbour, Plymouth, PL4 0RA (registered company number: 00480013). At Drakes Jewellers (‘we’, ‘us’, ‘our’ or ‘Drakes’), we are committed to ensuring the personal information you trust us with is protected.

This policy provides guidance on what information we hold, how we process and store your information as well as your rights about the information we hold about you as an individual.

This Privacy Policy applies to all users and visitors of our premises (Drakes Jewellers Ltd, Drake Circus Shopping Centre, Plymouth, PL1 1EA) and our website (drakesjewellers.co.uk). It applies to all personal data whether it is stored electronically, on paper or on other materials. This Privacy Policy was last updated January 2022. This Privacy Policy may be amended, and any new policy will automatically be effective when it is published on the website. You should therefore return here regularly to view our most up to date Privacy Policy.

This Privacy Policy follows the General Data Protection Regulation, DPA 2018.

Where we got your information from

All the personal information we hold in store has been provided by the stated individual. Data is collected from you when you:

Purchase a product from us.

Order an item either in store or on our website.

Enquire about an item.

Place an item on hold.

Sell us your gold.

Use our services such as repairs, bespoke, valuations and insurances.

Sign up to receive our email marketing.

Contact us via our website, email, social media, verbally or in writing.

Create an account on our website.

Agree to have photos taken for social media.

Enter a competition online or in store.

What personal information do we hold?

To carry out the necessary requirements in store (explained under ‘what we use your data for’) we collect the following personal information from you:
• Name
• Postal Address
• Contact Numbers
• Email Addresses
• Photos for promotional purposes
• CCTV footage for security

We may also collect and process information about you from other sources, including:

Location information (including GPS signals sent by a mobile device, location information gathered from social media networks or sensor or IP address data from your device);
• Information from cookies, web beacons or from the internet, including your IP address, browser type, operating system, domain name, access times, which pages you visit within our website and referring website addresses. You can find out more about how we do that in our cookie policy. Information such as your remote IP address and browser is sent to us when you fill out one of our forms on our website. Please do be aware we do not use this information and it is not kept past the dates displayed below. 
• If you ask us to connect with other sites (for example if you ask us to connect with your Facebook account) we may get information that way too. Please do note that this includes using our Facebook Messenger plug in on our website. This is classed under our necessary cookies used on our website so that we can help provide you with the customer service you require.  
• We may record telephone calls for quality assurance and training purposes.

What we use your information for

We will only use the personal information you have provided for the purpose it has been collected for. For example if you provide us with your email address as a method of contact for repair updates, this email will not be used for email marketing.

Name, postal address, contact number, email address

To process a sale either in store or online.

Order an item either in store or online.

Send an item for repair

Open an enquiry

Complete a valuation

Verify an insurance claim

To confirm ID when using an individual’s account.

To send your online order to you.

All the above information is held to enable us to complete a contract with yourselves as the customer as set out above. Without this information we would be unable to fulfil your wishes.



Email Addresses

To receive email marketing from us.

To reply to emails sent to us.

To contact you about your online order.

To send you an e-receipt.

We will only use this information with the consent of yourself. You are able to update your email preferences or unsubscribe at any time by clicking here 



CCTV footage

For our customers and business security.

This is information that we are required to keep by law.


Customer Photos

Promotional activity

We will only take photos of yourself and share it with your consent. The purpose for these photos will be made clear at the time they are taken and will not be used for any other reason. The only time that a photo of a customer may be kept and used longer is if they have chosen to take part in one of our promotional shoots or videos. In this case, a model release form would have been completed and signed agreeing to the terms of use. 


Customer Feedback

To contact you to discuss your feedback in more detail, if you so wish. You can decide this on our form by ticking the box or leaving it unticked. 

To use your feedback for marketing purposes.

This will only be used if you have given consent on the form.

We may also use aggregate information and statistics for the purpose of monitoring website usage in order to help us to develop our website and our services. We may also provide this aggregate information to third parties.

Where it is stored

• All your information is stored securely and is only shared with necessary third parties in some cases, see below.
• Your personal information is stored in house, at our local head office premises or on cloud backups.
• You can rest assure that we do our up most to protect your data and ensure that it is stored in such a way to do this.

Who we share your data with & why

• To complete the contract we have agreed with yourself, in a lot of cases, it is necessary for us to share personal information with our Plymouth based Head Office.
• Our till provider, Bransom, stores all personal information that is entered into our system at time of purchase or repair. 
• On occasions, ICT Studio, as our contracted IT Company, will have access to personal data when working on our systems.
• The technical running of our website is maintained by GSL Media.
• We use Mailchimp to send our email marketing.
• Online sales are processed through our payment gateway, Stripe.
• We may disclose your personal data to enforce our policies, to comply with our legal obligations or in the interest of security, public interest or law enforcement in any country where we have entities or affiliates.
• Sometimes, it may be necessary to share your personal data with third party companies to carry out our obligations under the contract. For example, all jewellery and watch valuations are sent to a trusted third party to complete.
• In all instances, we require these companies to keep personal information confidential and secure so you as our customer can rest assured it is being protected. These third parties are only permitted to process the personal information in accordance with our instructions and not for any other purpose.

International data

• We do not share your personal data with any third parties outside of the UK and EU unless you give us permission to send your details as part of an insurance claim.
• If this were to change, we would notify you via signage in store and email to those we have permission to.

How long do we need to keep your information

• We hold personal data for varying amounts of time depending on the purpose of use. The personal data will be held as follows:

Till information

Until the customer requests to be removed from our system

Special orders

6 years + current from order date

Enquiries- Procedable

Attached to the special order form and then 6 years + current from order date

Enquiries- Non-procedable

Kept for 6 months from the last contact

Gold buying

6 years + current

On hold tickets

For the duration of the time we have agreed to hold the item or until it has been collected


Until the customer requests to be removed from our system

Shop jobs

6 years + current

Email marketing

Until someone unsubscribes 

Customer feedback forms

3 months, then an anonymous record is kept of the results but all personal information is erased

Insurance claims

Until the customer collects from the store

V12 finance

6 years + current

Website account

Until the customer requests their account is deleted

Pictures for promotional periods

Until it is shared on social media/ our website

Online order information

6 years + current

Automated decision making

• Your data is not subject to Automated Decision Making.

Your rights to your data

You have the right to information about what personal data we process, how and on what basis as set out in this policy.

You have the right to access your own personal data by means of a ‘Subject Access Request’,

This request must be made in writing, electronically and should be sent to our designated Data Protection Officer, Nicola Luscombe via nicola.luscombe@drakesgroup.co.uk

This request will be fulfilled within 30 calendar days to the original method of contact.

There is no fee for a Subject Access Request, however if the request is found to be manifestly unfounded or excessive we may charge you a reasonable administrative fee or refuse to fulfil your request.
The exceptions to this are: 
Data that could disclose a trade secret
Data about you that is subject to a legal professional privilege
Data that discloses the identity of third parties unless their prior consent is received.
We have been advised that your personal information cannot be recovered without causing harm to data backups.

You have the right to have any inaccuracies in your personal data amended. To do this, the changes must be requested and made to one of our in store team or emailed to Nicola Luscombe via nicola.luscombe@drakesgroup.co.uk.

You have the right to request that your personal data is erased whereby we are not entitled under the law to process it or it is no longer necessary to process it for its original purpose. To do so, your request must be made in writing to Nicola Luscombe via nicola.luscombe@drakesgroup.co.uk.

While you are requesting that personal data is corrected, erased or are contesting its lawfulness of our processing, you can apply for it to be restricted while the application is made. To do this, your request must be made in writing to Nicola Luscombe via nicola.luscombe@drakesgroup.co.uk.

You have the right to object to how we are processing your data in some cases. However, in some cases it is not possible to object.

You have the right to withdraw your consent, to do this, it must be made in writing to Nicola Luscombe via nicola.luscombe@drakesgroup.co.uk.

You have the right to be notified of a data security breach concerning your data.


We may also wish to provide you with information about special features of our website or another service we think may be of interest to you. If you would rather not receive this information, please send a blank email to events@drakesgroup.co.uk . If you agree to us providing you with marketing information, you can always opt out at a later date.

Cookies & other information-gathering technology

Our website uses cookies. Cookies are text files placed on your computer to collect standard Internet log information and visitor behaviour information. These cookies allow us to distinguish you from other users of the website which helps us to provide you with a good experience when you browse our website and also allows us to improve our site. For more information on which cookies we use and how we use them, see our Cookies Policy.

Thrid party links & services

This site may contain links to third parties’ websites. We are not responsible for the privacy practices or the content of those websites. Therefore, please read carefully any privacy policies on those links or websites before either agreeing to their terms or using those websites.

Note that, despite the measures taken by us and the third parties we may engage, the internet is not secure. As a result, others may nevertheless unlawfully intercept or access private transmissions or data.

Concerns or complaints

If you are unhappy, concerned or would like to make a complaint about the way your data is being collected or used, you can either contact us as the ‘Data Controller’ or directly to the Information Commissioner’s Office.

Complaints can be made to Drakes Data Protection Officer, Nicola Luscombe via nicola.luscombe@drakesgroup.co.uk.

Full contact details for the Information Commissioners Office can be found on their website (ico.org.uk) along with further guidance on your rights and obligations.