Customer Privacy and Cookie Notice

Jigsaw takes the privacy of your personal data very seriously.

Please read this privacy notice carefully as it contains important information on who we are and how and why we collect, store, use and share your personal data.

It also explains your rights in relation to your personal data and how to contact us or supervisory authorities if you have a complaint about the use of your personal data.

The controller for your personal data is Robinson Webster (Holdings) Limited (Jigsaw).

If you have any questions about this privacy notice or how we process your personal data, please contact us using the details below:

• by email to: DataProtection@InsideJigsaw.com or
• by post to: Data Protection Officer, Jigsaw, 3 Water Lane, Richmond,TW9 1TJ

For EEA Residents: Please contact our EU Representative at DataProtection@InsideJigsaw.com . Alternatively, they can be reached via our Dublin Store: 34 South Anne Street, Dublin, Dublin 2, Eire

If you have any concerns about the way we have handled your personal data, you have the right to make a complaint at any time to the Regulator for data protection in your local country. In the UK this is the Information Commissioner’s Office.

We would, however, appreciate the chance to deal with your concerns before you approach the regulator, so please contact us in the first instance.

We regularly review this privacy notice and will update it where necessary. This privacy notice was last updated on 30 October 2025.

This privacy notice will apply to the personal data we collect and process when you:

a. visit www.jigsaw-online.com (Our Website);
b. purchase clothing from Our Website;
c. make an instore purchase;
d. request assistance with a purchase or have an enquiry instore ;
e. sign up to receive communication from Jigsaw either via Our Website or in store;
f. sign up to and use our loyalty or reward scheme;
g. Complete a survey sent to you by Jigsaw;
h. speak to a member of the Jigsaw customer experience team on the telephone (which may be recorded for quality and monitoring purposes);
i. engage with our customer experience team via the live chat function (chats will be retained to provide evidence of conversations);
j. engage with Jigsaw via WhatsApp;
k. email our customer experience team regarding a purchase or make an enquiry relating to Jigsaw;
l. enter a competition or prize draw with Jigsaw; or
m. request a digital receipt for instore purchases.

Processing of personal data will be only lawful only under the GDPR if one of the following lawful bases for processing applies:

a. processing is necessary for the performance of a contract which you are party to or to take steps at your request prior to entering a contract;
b. for compliance with a legal obligation to which Jigsaw is subject;
c. for the purposes of Jigsaw’s legitimate interests or those of a third party (such as advertising agencies), but only if these are not overridden by your interests, rights or freedoms; or
d. you have given your consent to the processing of your personal data for the processing detailed in this privacy notice.

The table below sets out the personal data we process, why we use your personal data and the lawful basis we will rely on.

We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose in this privacy notice.

In certain circumstances you may be obliged to provide us with personal data and if you fail to provide the personal data, when requested, we may not be able to fulfil your purchase order or assist with your enquiry. Where this is the case, we have identified these instances in the table above with an “*.”

All payment details are sent to and managed securely by our third-party payment service provider.

Jigsaw will only retain the card type and last four digits as a reference of the purchase.

Jigsaw will never record your credit card and debit card information if you make a purchase via our recordable customer experience line.

We use pseudonymised customer data, meaning it is deidentified, so external parties will not know who you are, to understand how users interact with our marketing channels (e.g. paid search, social, email) in order to assess marketing effectiveness. This data is analysed internally and by selected partners in aggregated or pseudonymised form only.

We do not collect or process any special category or criminal data relating to our customers, nor do we collect personal data relating to children.

There is no CCTV in any of our stores.

When we are permitted to do so we may use your personal data to send you updates (by email SMS/WhatsApp, or post) about our products and services, including exclusive offers, limited promotions, new products or products you may have shown an interest in buying via our Website.

You can opt out of receiving marketing at any point by:

a) opting out via the online payment page (when you make a purchase);
b) clicking on the unsubscribe link on all our emails;
c) by reply STOP to an SMS or WhatsApp message;
d) emailing DataProtection@InsideJigsaw.com; or enquiries@jigsaw-uk.co.uk
e) by visiting www.jigsaw-online.com/postal-unsubscribe (catalogues only)

Cookies are small files of letters and numbers stored on your browser or device that enable the cookie owner to recognise the device when it visits websites or uses online services. Jigsaw’s website may set cookies directly, known as first-party cookies, or may trigger cookies set by other domain names, known as third-party cookies. While we may automatically use some cookies that are strictly necessary to provide the services you request or enable communications, we request your consent for all of our other cookie uses.

Where we have your consent to do so, we use cookies to collect statistical information about website visits. We use this information to help us assess the effectiveness of our marketing strategies, to help us to improve our website and to provide personalisation such as product recommendations to you.

You can see an up-to-date list of the cookies that we use on our website in the Cookie Declaration and manage your preferences. You can also click on this link to view a current up to date list and manage your preferences.

We will share your personal data with other companies in order for them to fulfil services for us and to ensure that you receive a seamless shopping experience with Jigsaw.

We share your personal data with the following third parties:

1. our delivery providers;
2. our online payment providers;
3. our customer issue tracking tool provider, this includes our call recordings;
4. our customer review and feedback provider;
5. our customer database system providers;
6. our digital marketing tool providers, such as email service provider;
7. our website platform provider;
8. our website app providers, for services such as, wish lists and reserve in store;
9. our order fulfilment providers, such as ship-from-store providers;
10. our till system providers;
11. our coding and development providers who periodically make website, database and other system changes on our behalf;
12. our marketing service providers, for example those used to help us generate online advertisements or send catalogues

We only allow our service providers to handle your personal data on our behalf if we are satisfied, they will take appropriate measures to protect your personal data. We also impose contractual obligations on service providers to ensure they only use your personal information to provide the requested service. They are not able to use your personal data for their own purposes unless you have a separate agreement with them directly to provide a service in their own right. These might include payment service providers with whom you have signed up for an account, such as Amazon Pay, PayPal, Klarna, Apple Pay, Google Pay or others.

In certain circumstances we may disclose and exchange information with law enforcement agencies to comply with our legal and regulatory obligations.

We may also need to share some personal information with other parties, such as potential buyers of some or all of our business or during a re-structuring. Usually, information will be anonymised, but this may not always be possible. The recipient of the information will be bound by confidentiality obligations.Please note, that we only share personal data that is strictly necessary to support postal communications. Your email address and phone number will not be shared with the members of the Abacus Alliance, and you will not receive any electronic marketing as a result. If you do not wish to be contacted by post by other companies, you can let us know by

a) opting out using the option on the online payment page, via our Website; or
b) emailing DataProtection@InsideJigsaw.com

We place adverts on social media platforms (Facebook Instagram) and Google (Social Media Platforms). To make sure our adverts are seen by people who are most likely to be interested in them, we share your ‘hashed’ email address with Social Media Platforms . Emails are hashed so that they are secure. The Social Media Platforms use hashed email addresses to match our customers with their accounts, so that we can serve our adverts to you via Social Media Platforms.

Social Media Platforms also use hashed email addresses to analyse our customers so that we can target adverts to individuals who share similar interests or characteristics to our customers.

If you do not want your information to be used in this way you can opt out at any time by emailing DataProtection@InsideJigsaw.com.

Jigsaw also shares personal data with Social Media Platforms to help us measure how successful the adverts that we place are. To do this we share information such as name and email address of customers who have been active on our website. Social Media platform then uses this information to identify if any of those customers have interacted with an advert on their platform.

Social Media Platforms do not share any identifiable personal data with us.

We will only keep your personal data for as long as is necessary for the purposes for which it was collected. In order to determine the appropriate retention period for your personal data, we consider the amount, nature, and sensitivity of your personal data.

We will also consider legal and regulatory requirements, for example where the law says we must keep your personal data for a certain period.

To deliver services to you, it is sometimes necessary for us to share your personal information outside of the UK/EU.

Whenever we transfer your personal data outside of the UK/EU, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:

a. We will only transfer your personal data to countries that have been deemed to provide an adequate level of protection for personal data by the UK and or the European Commission;
b. Where we use third parties outside of the UK/EU, we may use specific contracts approved under UK law, these are sometimes known as standard contractual clauses which give personal data the same protection it has in the UK.

If you would like more information about the methods used to transfer your personal data outside of the UK, please contact us at DataProtection@InsideJigsaw.com.

We have appropriate security measures to prevent your personal data from being accidentally lost, used, or accessed unlawfully. We limit access to your personal information to those who have a genuine business need to access it. Those processing your personal data will do so only in an authorised manner and are subject to a duty of confidentiality.

We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.

You have a number of rights in relation to how we use your personal data.  These are as follows:

a. your right to request access to your personal data – you have the right to know how we are using your personal data, a right to see a copy of the personal data we hold for you and a right to be provided with additional information, for example, about how and why we are using your personal data and who it is being shared with.

b. You have the right to request that any inaccurate personal data is amended – if you think that any of the personal data that we hold about you is wrong or incomplete then you have the right to tell us and we have to ensure that the personal data we have is reviewed and if necessary, amended to ensure it is correct.

c. You have the right to ask for your personal data to be deleted – in certain circumstances, you can ask us to delete your personal data where there is no good reason for us to hold or use this anymore, where:

i. we are using your personal data because you provided us with your consent to use it in this way and you withdraw your consent; or
ii. where you have challenged our use of your personal data and there are no good reasons for us to process your personal data.
iii. This does not apply to all of your personal data, because we may need to still keep your personal data, for example, to comply with laws.

d. You have the right to request restriction of processing your personal data – this right allows you to ask us to put processing on hold so:

i. we can establish if the personal data that we have about you is correct;
ii. we can investigate any objection you have made about the use of your personal data; or
iii. if we have no justification for keeping it any longer you may ask us to put the processing on hold but retain the personal data in case you need this, for example, for legal reasons.

e. You have the right to have your personal data sent to another organisation – in certain circumstances, you have the right to get your personal data from us in a way that is accessible and machine-readable, and you also have the right to ask us to transfer your personal data to another organisation. This only applies to personal data that you have provided to us, and which is held electronically. We only have to comply with this right if it is technically feasible to provide this personal data in a commonly used format, for example, a csv file.

f. You have the right to object to the processing of your personal data – you have the right to tell us about any concerns regarding the processing of your personal data and to ask us to stop using your personal data. This includes personal data collected for marketing and purposes and when Jigsaw relies on legitimate interests as their lawful bases.

g. Jigsaw does not rely on any automated decision making.

If you would like to exercise any of those rights, please contact us by email to DataProtection@InsideJigsaw.com. When contacting us to exercise your rights we will always ask for verification to make sure we are responding to the right person.

All requests will be dealt with free of charge and within one calendar month of the request.

If in exceptional circumstances, we need to extend this timeframe by a further two months we will contact you within one calendar month and let you know.