Privacy Policy
At Marlow's Diamonds, we respect your privacy and are committed to protecting your personal information. This Privacy Policy explains how we collect, use, store, share and protect your personal information when you visit our website, create an account, contact us, make an enquiry, book an appointment, place an order or otherwise interact with Marlow's Diamonds. Our website serves customers worldwide. Depending on where you are located, different privacy and data protection laws may apply to you. We process personal information in accordance with applicable laws and recognise that customers in certain countries or regions may have additional rights under their local laws.
1. Who We Are
This website is operated by:
MARLOWS DIAMONDS FZCO, trading as Marlow's Diamonds
20D Gold Tower
Cluster I
Jumeirah Lakes Towers
Dubai
United Arab Emirates
Trade Licence No.: DMCC-1023253
Licensing Authority: Dubai Multi Commodities Centre (DMCC)
Telephone / WhatsApp: +971 50 824 4760
Email: dubai@marlowsdiamonds.com
For the purposes of applicable privacy and data protection laws, MARLOWS DIAMONDS FZCO is responsible for determining how and why personal information collected through this website is processed, except where another organisation acts independently in relation to your information.
2. Information We Collect
Depending on how you interact with us, we may collect:
Identity information - such as your name.
Contact information - including your email address, telephone number, billing address and delivery address.
Account information - including information associated with an online account you create with us.
Order and transaction information - including products purchased, quotations, order history, order value, payment status, delivery information, returns, exchanges and refunds.
Payment information - information required to process your payment. Payments may be handled by third-party payment providers and we do not ordinarily store complete payment card details ourselves.
Enquiry and appointment information - including information provided when you contact us, request a quotation, arrange an appointment or discuss a bespoke piece of jewellery.
Communications - including emails, messages, online chats and other communications with us.
Technical information - such as your IP address, browser, device, operating system, time zone and other technical information relating to your use of our website.
Usage information - including pages and products viewed, searches, links clicked and information about how you navigate and interact with our website.
Marketing information - including your marketing preferences and interactions with our marketing communications and advertising.
We may also create aggregated or anonymised information for analytical and statistical purposes. Where information has been properly anonymised so that it no longer identifies an individual, it is not treated as personal information.
3. How We Collect Your Information
We may collect information directly from you when you:
- Visit or use our website
- Create an account
- Place an order
- Purchase jewellery or diamonds
- Make an enquiry
- Request a quotation
- Book or attend an appointment
- Commission bespoke jewellery
- Contact us by telephone, email, WhatsApp, online chat or social media
- Subscribe to marketing communications
- Pparticipate in a promotion, competition or survey
- Leave a review or testimonial
- Otherwise interact with Marlow's Diamonds
We may also collect certain information automatically through cookies and similar technologies. In some circumstances, we may receive information from third parties, including payment providers, couriers, analytics providers, advertising platforms, social media platforms and fraud-prevention services.
4. How We Use Your Information
We may use your personal information to:
- Create and manage your account
- Process and fulfil orders
- Process payments
- Arrange domestic and international delivery
- Process returns, exchanges and refunds
- Respond to enquiries
- Provide customer service
- Arrange showroom or virtual appointments
- Prepare quotations
- Manage bespoke jewellery orders
- Provide jewellery aftercare
- Communicate with you about an order, appointment or enquiry
- Maintain appropriate transaction and business records
- Verify transactions and help prevent fraud
- Protect our website, customers and business
- Operate and improve our website
- Understand how customers use our website
- Improve our products and services
- Personalise your experience where permitted
- Send marketing communications where permitted
- Measure and improve advertising
- Comply with applicable legal, regulatory, tax and customs requirements
- Establish, exercise or defend legal claims
5. Legal Grounds for Processing
Where applicable law requires us to have a legal basis for processing personal information, we may rely on:
Contract - where processing is necessary to enter into or perform a contract with you.
Legal obligation - where processing is required to comply with applicable law or regulation.
Legitimate interests - where processing is necessary for our legitimate business interests and those interests are not overridden by your applicable privacy rights.
Consent - where you have given us permission to use your information for a particular purpose.
Other lawful grounds may apply where permitted under the privacy laws applicable in your country or region.
6. Marketing
Where permitted by applicable law, we may contact you about Marlow's Diamonds products, collections, services, events, news and offers. Where consent is required, we will obtain the appropriate consent before sending marketing communications. You can unsubscribe from email marketing at any time using the unsubscribe link contained in our marketing emails or by contacting us. Unsubscribing from marketing will not prevent us from contacting you about an order, payment, delivery, appointment, account or other service you have requested.
7. Cookies, Analytics and Advertising
Our website uses cookies and similar technologies. These may be used to:
- Provide essential website functionality
- Keep your shopping experience secure
- Remember your preferences
- Understand how visitors use our website
- Measure website performance
- Improve our website and services
- Personalise your experience
- Provide and measure advertising where permitted.
Where required by applicable law, non-essential cookies will only be used after you have provided the appropriate consent. You can manage your preferences using the cookie controls available on our website. Further information should be provided in our Cookie Policy .
8. Sharing Your Information
We do not sell your personal information. We may share information where necessary with trusted third parties, including:
- Payment processors and banks
- Couriers, customs agents and logistics providers
- IT, cloud, hosting and website providers
- Communications and customer-service providers
- Manufacturers, workshops and suppliers involved in fulfilling an order
- Analytics providers
- Marketing, advertising and social media platforms
- Fraud-prevention and security providers
- Insurers
- Accountants, lawyers and professional advisers
- Government authorities, customs authorities, regulators, courts or law-enforcement bodies where required or permitted by law
- Relevant parties in connection with a legitimate corporate transaction such as a sale or restructuring of our business
9. International Transfers
Marlow's Diamonds is based in Dubai and serves customers worldwide. Our service providers and business partners may operate in different countries. Your personal information may therefore be processed or stored outside the country in which you live. Where applicable law requires safeguards for international transfers of personal information, we will take appropriate measures designed to protect your information.
10. Payment Security
Online payments are processed using secure payment providers. Complete payment card details are generally provided directly to the relevant payment provider rather than stored by Marlow's Diamonds. The payment methods available may vary depending on your location, currency and order.
11. Data Security
We use appropriate technical and organisational measures designed to protect personal information against unauthorised access, loss, misuse, alteration or disclosure. However, no method of electronic transmission or storage can be guaranteed to be completely secure.
12. How Long We Keep Your Information
We retain personal information only for as long as reasonably necessary for the purposes for which it was collected and to satisfy applicable legal, tax, accounting, regulatory, fraud-prevention and reporting requirements. We may retain certain information after an order or account has ended where necessary to comply with legal obligations, resolve disputes, prevent fraud, enforce agreements or establish, exercise or defend legal claims. When information is no longer required, we will delete, anonymise or securely dispose of it where appropriate.
13. Your Privacy Rights
Your rights will depend on the privacy laws applicable in the country or region where you live. Subject to applicable law, you may have rights to:
- Access personal information held about you
- Correct inaccurate information
- Request deletion of your information
- Restrict certain processing
- Object to certain processing
- Opt out of direct marketing
- Withdraw consent
- Request portability of certain information
- Opt out of certain forms of targeted advertising or sharing where applicable
- make a complaint to an applicable privacy or data-protection authority
Certain rights may be subject to legal limitations and exceptions. We may need to verify your identity before completing certain requests.
14. Customers Worldwide
Customers in certain countries, states or regions may have additional rights under their local privacy laws. Nothing in this Privacy Policy is intended to restrict a privacy right that cannot lawfully be restricted. When making a privacy request, please tell us the country or region in which you live so that we can deal with your request appropriately.
15. Children's Privacy
Our website and products are intended for adults and are not directed at children. We do not knowingly seek to collect personal information from children where doing so would require parental or guardian consent under applicable law.
16. Third-Party Websites
Our website may contain links to third-party websites, social media platforms or other services. Those organisations operate independently from Marlow's Diamonds and their processing of your information is governed by their own privacy policies.
17. Reviews and Testimonials
Where you provide a review, photograph, testimonial or other customer content, we may publish or share it where we have your permission or another lawful basis to do so. Please contact us if you would like us to consider removing customer content that we have published.
18. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our website, business, services, technology or applicable laws. The latest version will be published on our website with the date on which it was last updated.
19. Contact Us
For questions about this Privacy Policy or to exercise an applicable privacy right, contact:
MARLOWS DIAMONDS FZCO Trading as Marlow's Diamonds
20D Gold Tower
Cluster I
Jumeirah Lakes Towers
Dubai
United Arab Emirates
Trade Licence No.: DMCC-1023253
Licensing Authority: Dubai Multi Commodities Centre (DMCC)
Telephone / WhatsApp: +971 50 824 4760
Email: dubai@marlowsdiamonds.com