Cookie Policy (“Cookie Policy”)

We are Lovehoney Group Limited, a company registered in England and Wales (company number 06016233), whose registered office is 100 Locksbrook Road, Bath, BA1 3EN and we are the data controller of your personal information. All references in this policy to "Lovehoney", "our", "us" or "we" refer to Lovehoney Group Limited. All references in this policy to "our website", refer to the website owned by Lovehoney Group Limited at www.lovehoney.ca which uses cookies.

This Cookie Policy describes:

  • what cookies are;

  • why we use them;

  • which cookies we use; and

  • how you can manage cookies used on our Website

What are cookies?

Like all online retailers, Lovehoney, uses cookies to enable shopping features and to provide statistics that help us give to you the best possible experience of our site.

Cookies are small text files which are placed on your devices via your browser when you visit the website. Some cookies that we use may collect personal data about you. In our privacy policy, we explain what “personal data” is, what personal data we collect about you and how we use it. You can find out more general information about cookies at: www.allaboutcookies.org

Why do we use cookies?

Cookies do lots of different jobs on our website. We want you to understand the different types of cookies that we use on our website.

Generally, the cookies used on our website perform up to four different functions:

  1. Strictly necessary cookies

These are cookies which are strictly necessary for us to provide a service requested by you, or to comply with legal requirements.

We use a number of these 'strictly necessary' cookies. For example, these types of cookies provide the necessary security that your visit to our website requires, help ensure the content of the pages you request load quickly and remember which Lovehoney products you wish to buy when you put them in your 'Shopping Bag'. Without these cookies, some of the services that you have asked for cannot be provided.

We want you to understand these types of cookies, and why we use them, but we will not be asking for your consent to use them on our website as these cookies are essential to the functionality of the website.

  1. Performance cookies

These cookies collect anonymous information about the web pages you visit.

We use these cookies to collect information about how visitors use our website. For example, which pages our visitors go to most often, and if they get error messages on those pages.

These performance cookies do not collect personal data (as defined in our privacy policy) – all the information they collect is aggregated and anonymised. The information gathered is only used to improve how the website works.

  1. Functionality cookies

These cookies remember your choices to improve your experience of our website.

We use these cookies to allow our website to remember the choices you make. For example, remembering your username, your language, the region you are in, and changes you make to various other parts of our website which you can customise. The aim of these cookies is to provide you with a more personal experience so that you don't have to reset your preferences each time you visit us.

  1. Targeting, advertising and third party cookies and similar technologies

We allow third party cookies, web beacons and similar technologies, placed by our re-targeting and advertising partners, to track your browsing habits on our website so that we can later show you targeted ads on other websites (including on social media sites) which we hope are relevant to your interests. For example, if you viewed pages on our website relating to a particular product, you may later be shown one of our advertisements relating to these or similar products when you are viewing pages on another website (including on social media sites) or apps. These types of cookies, web beacons and similar technologies and the information they collect are also used to limit the number of times you see these advertisements, as well as to help measure the effectiveness of our advertising campaigns and to provide other measurement services.

We also allow third party cookies, placed by our affiliate network partner(s), to record information about third party links or adverts that you may have clicked on directly before browsing on our Website and then making a purchase. These partners do not collect any personal data from which they would be able to identify you.

Which cookies do we use?

Cookie Type: CFID

Cookie purpose: Strictly necessary

Used in conjunction with CFTOKEN this cookie helps to uniquely identify a client device (browser) to enable the site to maintain user session variables.

Cookie Type: CFTOKEN

Cookie purpose: Strictly necessary

Used in conjunction with CFID this cookie helps to uniquely identify a client device (browser) to enable the site to maintain user session variables. CFTOKEN contains a random number to identify the client.

Cookie Type: JSESSIONID

Cookie purpose: Strictly necessary

General purpose platform session cookie, used by sites written in JSP. Usually used to maintain an anonymous user session by the server.

Cookie Type: VISITORID

Cookie purpose: Strictly necessary

The Visit ID is a random and unique value generated every time a user visits the search site.

Cookie Type: LiveChatInc (livechat, main_window_timestamp., Notification[new_messagees], _lc.visitor_id, 3rd_party, recent_window, message_text, common_iwc, livechat_NNN)

Cookie purpose: Functionality

Lovehoney uses LiveChatInc to enable website visitors to web chat to customer service agents. Live chat is only possible if cookies are enabled. The name a visitor provides when they start a live chat is stored and will remember a visitor's name for the next chat. A cookie is stored to remember the agent that a visitor has spoken to in order to try to speak to that agent again if they are available. There are various other cookies that are used during a chat session to notify about new message and synchronise chats if multiple chat windows are open. These are called "session cookies" and are removed when the chat ends.

Cookie Type: Google Analytics (beginning with "_ga"; Google Tag Manager cookies is LandingUserID)

Cookie purpose: Performance & Third party

Google Analytics and Tag Manager are commonly used software that allow us to see how well we are doing when helping people shop online. They record information including how you reached the Lovehoney website, the city and county that you're browsing from, and what browser you are using. We can then see how people used the Lovehoney website to purchase from us. Tag manager also controls remarketing through Google's Display Network.

Cookie Type: Adalyzer (beginning with "_adal")

Cookie purpose: Performance & Third party

Lovehoney uses a system called Adalyzer to track how effective our tv adverts are. It tracks your first visit, your last visit, and the time you accessed the site today. Doing so helps us gauge which of our adverts, and when we show the advert, is the best performing. Nothing personally identifiable is passed to Adalyzer.

Cookie Type: Monetate (mt.v and session-set)

Cookie purpose: Performance & Third party

We use a service called Monetate to test, customise and personalise parts of our shopping experience. This can include navigation, content, and structure. No personal data is stored or transmitted to Monetate.

Cookie Type: ContentSquare

Cookie purpose: Performance & Third party

ContentSquare is a third party solution which aggregates usage and frequency data to improve user experience. Statistics created are anonymous. ContentSquare may record mouse clicks, mouse movements, page scrolling and text keyed into website forms. The information collected does not include bank details or any special categories of personal data. Data collected by ContentSquare from Lovehoney's website is for Lovehoney's internal use only. The information collected is used to improve our website usability and is stored and used for aggregated and statistical reporting.

You can view ContentSquare's privacy policy and the cookies they set at at the ContentSquare website

How can you manage cookies on our website?

Cookies do lots of jobs on our website. However, you may be able to disable them if you would like to and if the relevant third party allows you to. If you do this, you may find that certain parts of our website do not work at all, or do not work correctly.

Each browser is configured differently. You should follow the instructions given by the publisher of your browser. As of the date of this Cookie Policy, these instructions are available for commonly used browsers through the following links:

If you use Microsoft Edge: https://privacy.microsoft.com/en-us/windows-10-microsoft-edge-and-privacy

If you use Internet Explorer: http://windows.microsoft.com/en-GB/windows-vista/Block-or-allow-cookies

If you use Safari: https://support.apple.com/kb/ph21447?locale=en_US

If you use Firefox: https://support.mozilla.org/en-US/kb/enable-and-disable-cookies-website-preferences

If you use Chrome: https://support.google.com/chrome/answer/95647?hl=en&hlrm=en

If you use different devices, make sure you configure the settings of the corresponding browser according to your preferences.

Further information on deleting or controlling cookies is also available on www.allaboutcookies.org and www.aboutads.info/choices

Changes to this Cookie Policy

If this Cookie Policy changes, the revisions will include a new effective date and will be posted on this page. Please check back regularly to keep informed of updates. The effective date of this Cookie Policy is May 24th 2018.

Further information

If you have any queries relating to this Cookie Policy please contact our Data Protection Officer at GDPR@lovehoney.co.uk