Consumer Privacy Notice

 

Last updated 21 April 2026 

We at Fiskars Group are committed to protecting the privacy of our customers and other visitors who use our websites. This Privacy Notice informs you how Fiskars Group (“we”) processes your personal data. For the purposes of this Privacy Notice, we are the controller. This Privacy Notice concerns www.royaldoulton.com website, products and services, which collect personal data or which are linked to this Privacy Notice or on which this Privacy Notice is visible. We have a shared consumer register, and our group companies act as joint controllers for that register.

In this Privacy Notice we explain the purposes of collecting and use of your personal data as well as how we have ensured that you have adequate control over your own personal data.

Our website may contain links to other websites or to integrated services. We are not responsible for the content of websites from other companies or their practices in connection with the processing of personal data. When you visit other websites, you are urged to read the owner's privacy policy as well as other relevant policies.
We recommend that you read this Privacy Notice carefully as it provides important information about the personal data that we collect. If you have a webstore account with us, please remember to update your information if any changes occur. Should you have any questions, requests or concerns, you can at any time contact our Customer Service.

 

1. What data do we collect and how the data is collected

 

We may collect the following information from you:

•    Contact details: your name, email address(es), telephone number, postal address;

•    Information related to your orders: ordered products, payment method, payment card information, invoicing details, delivery method, delivery address, use of discount codes or benefits, selected services such as gift-wrapping and other information related to any business you may do with us (returns, requests, reclamations etc.);

•    Information you provide when you contact our Customer Service;

•    Information you insert to your webstore account;
•    Gift purchase information: the recipient’s name, contact address, delivery address(es), telephone number, email address(es) and your message to the gift recipient (if applicable); 
•    Any consents, communications and feedback that you provide to us;
•    Survey and research answers provided by you. Survey/research interviews may also include subject to your approval, audio and video recordings, screen content and interactions, text input and device configurations;
•    Demographic information (collected usually in connection with surveys and research or webstore account): gender, date of birth or age, language, title or degree, income information, accommodation information, household size;
•    Personal interests and hobbies notified by you;
•    Your entries to campaigns, events, workshops, contests or sweepstakes (this can be, for instance, comment on social media, an image or video or similar content);
•    Information you provide when you register to participate in our events or workshops and during or after participation. This can also include allergies/dietary choices and other preferences you may provide us with; 
•    User-generated content provided by you. We can, for instance, comment on your post in social media and ask for your permission to use the content (e.g. an image) you have posted;
•    Work-related information provided by you: your company/employer’s name and contact details;
•    Official identification, such as a copy of a passport or driver’s license, if we need to officially identify you; and
•    Other information collected based on your prior consent (including public social media profiles).

Information created or collected when our website or interactive products or services are used:

•    Information generated by us such as customer ID, statistics, analytics, profiles and similar;
•    If you have a webstore account: your user account identity, one-time passcodes, registration date, purchase history, settings, log data;
•    Benefits, discounts, campaigns and services directed or offered to you, and your use of them;
•    Information related to the consents you have given and terms you have accepted;
•    Longitude and latitude coordinates, for the purposes of displaying delivery address on a map on the order confirmation page;  
•    Information on whether you have opened a newsletter and clicked any of the content;
•    Information collected by cookies, pixels, other identification tags or similar technologies. Depending on your cookie setting choices, this information can include data types such as: 

• • Name, email address, phone number, third party user ID and country;
  • Your browser, operating system, device model, IP-address, time of access and duration of access;
  • Websites through which our website was accessed, pages on our website browsed by you, all other actions with our website during your website visit (e.g. interactions, referral sites, key search words);
  • Cookie profile

•    Your contacts with Customer Service and communication with you, which may include phone recordings (you will be informed if a call is recorded); and
•    Other information collected based on your consent or our legitimate interest
Information created and/or collected when you visit our stores or premises:
•    Transaction information (including receipts) for purchases at the store

•    Your registration and participation in our promotions, campaigns, workshops, contests and sweepstakes arranged at our stores or premises;
•    Any information or consents provided by you to our personnel during your visit; and
•    Surveillance camera and/or sensor footage from cameras or sensors placed within our premises, stores and other areas covered by the camera or sensor surveillance

 

Information collected from other sources which can be combined with your customer information:

•    If you have connected to any Fiskars Group website, service or social media channel using your social media profile(s), we may collect the public information available on your social media profile(s);
•    Transaction details such as payment confirmation status from payment service provider;
•    Information other customers provides about you e.g., for the purpose of sending you a gift;
•    Updated delivery and contact information from delivery service providers;
•    Information from third parties to complement the data collected by us, within the boundaries of applicable laws; and
•    Information from public registers maintained by authorities, if such registers are available in your country, also for status verification purposes.

 

2.    How do we use your personal data?

We collect your personal data to offer you our products and services. We also want to give you a smooth shopping experience and operate and maintain our websites and services effectively. In detail, we may process your personal data for the following purposes:

I.    Product and services orders

If you have ordered products or services from our webstores, we process your personal data for the purposes of processing and fulfilling your order(s), but also for returns and reclamations, and to perform the service agreement(s) between you and us. If you have made a purchase at our stores, we will process your data as necessary for returns and reclamations.

If you make purchases at our webstores or stores, your personal data will be processed for payment processing purposes. Please note that details on payment methods, such as your full credit card number or similar, are not stored in our systems. Payment data is securely collected and processed by authorized third-party payment service providers. Payment service providers process all payment data whereas we collect information on selected payment methods and invoicing details.

 

II.    Offering and developing products and services, marketing and personalizing

We want to offer you the most interesting products and services and a customized shopping experience. Therefore, we may analyze, derive information or draw inferences from your interests, preferences, past purchases and reflections based on the information we collect and profiles we create based on your data. We may process your personal data to optimize our websites, to show product recommendations and product assortment to better meet your preferences. For this purpose, we can create a profile which is based on the data provided by you and data collected by us in accordance with this Privacy Notice. The profile can, for example, include data collected by cookies and similar tacking technologies (subject to your consent), information on your previous purchases, records of whether you have opened any emails we have sent you, and clicked on any content within those emails. Profiling does not include such automated decision-making which produces legal or similarly significant effects concerning you.

Your personal data may be processed for the purpose of informing you about our products and services, announcing any new product or service launches or benefits available to you, and concluding market surveys, provided that we have obtained consent, if required.

We may send you direct marketing e.g. by email or SMS or show you targeted digital advertisements, if you have given your consent for us to do so or if we have other legal basis, such as legitimate interest, for doing so.

We use advertising partners (e.g., Google and Social Media platforms) to show targeted digital advertising to you or others with similar profiles (lookalike audiences) on this and other websites or online services. These advertising partners can collect your data by cookies/similar technologies which are placed on our websites or by receiving your information (such as hashed name, email address and phone number) from us. Advertising partners use this data to target digital advertising to you or others with similar profiles. Please see our Cookie Notice  for information on how to control cookies/similar technologies and prevent targeted digital advertising (please note that cookie settings are browser specific). To opt out from other than cookie-based targeted digital advertising, please submit this form  . 

Please note that even if you have not given consent to cookie-based targeted digital advertising or have chosen to opt out from targeted digital advertisement based on your other identifiers, you may still see advertising by different Fiskars Group brands around the Internet. Such advertising is not personalized based on your personal data that we have collected.

 

III.    Webstore account

A webstore account is created for you when you

1. register a webstore account;
2. place an order on the webstore; or
3. subscribe to a newsletter.

 

Your account is linked to the email address you use when you register the account, place an order or subscribe to a newsletter.

Your webstore account includes i) your profile information such as name and contact details, ii) your purchase history, iii) your marketing communications setting.
We process your data for the purpose of creating, maintaining and managing your webstore account and to inform you about changes regarding your account. We may process your personal data and account details to both improve our existing products and services, and to develop new ones.

 

IV.    Back in Stock and Coming Soon notifications

 

If you want to be notified about product availability, you can subscribe to an email notification on our website. Your email address will not be used for other purpose than sending the requested notifications.

 

V.    Customer Service and product warranties

 

Our Customer Service team will process your personal data if you contact them. Your calls to the Customer Service team may be recorded, in which case you will be informed of such recording beforehand. 

If you contact our Customer Service team by email or by contact form, we will process the information you provide. We may use an AI assistant to identify and process certain frequently asked questions. This helps us to reply to you faster. Your request is not used to train the AI model.

We may connect the personal data collected by the Customer Service team with other personal data, such as your purchase history, which enables us to provide you with as efficient and personal service as possible. We can process your data also for the purpose of ensuring that the service we provide is up to our standards. 

Sometimes Customer Service may need to verify that you are really you – for that purpose, we may need to ask for further information or your official identification. Your personal data may also be processed for warranty-related activities, such as activating the warranty, claims related to warranties and registering additional warranties for certain items, if applicable.

VI.    Customer feedback, surveys and research 

Product and service development is essential to us and enables us to provide our customers with ever better, more innovative and user-friendly products and services. We may connect any feedback and communication received from you with your account, including your responses to surveys or panels. The processing of personal data collected through such research, panels and surveys is governed by this Privacy Notice, unless otherwise stated in connection with the research or survey.

Such measures may include, for example:

•    Surveys/research conducted via our websites: We may use questionnaire tools from time to time to improve our customer experience.
•    Loyal customer community: To improve our services to meet our customers’ needs, we may provide you with surveys or research questions concerning our products and services (whether in hard copy or online).
•    Research/surveys sent via email or SMS: We may, from time to time, send you surveys via email or SMS concerning our products and services, always subject to compliance with this Privacy Notice and the requirements of applicable law.
•    Research interviews conducted online or offline: We may ask you to participate in a research interview, which may be recorded (audio and video recordings).
We use aggregated and/or anonymized data for reporting purposes. Such data has been aggregated and/or anonymized and cannot be used to identify you. We use such data to analyze the realization of our commercial objectives, such as effectiveness of our product campaigns.

VII.    Workshops, events, campaigns, contests and sweepstakes

We may invite you to our contests and sweepstakes. If you participate in our contests or sweepstakes, the data you have provided will be processed for the purposes of organizing and administrating the contest or sweepstake, for communicating with you if you are the winner and for delivering a prize, if applicable. We may also use your data when organizing events, workshops and campaigns to process your registration, identify you, verify your participation, accommodate your dietary choices, and also afterwards, as we may need to process your data, for example, to send you the items you may have created in our workshops. 

VIII.    Security and fraud prevention

We use your personal data for authentication purposes when you sign in to your account. Please keep your account credentials safe and do not share them with anyone else.
We use hCaptcha or Google reCAPTCHA to prevent entries made by bots. When using reCAPTCHA, Google collects hardware and software information, such as device and application data, to maintain and improve reCAPTCHA and for security purposes. Google Privacy Policy and Terms of Service apply. 

We process personal data, as necessary, to detect, investigate and prevent fraudulent, illegal or malicious activity to secure our websites and services and to protect customers’ personal data. 

IX.    Compliance with legal obligations and detection, investigation and prevention of unlawful activities

We process your personal data, as necessary, to comply with applicable laws. For instance, order and purchase data (including receipts) are processed to comply with our legal obligations (such as bookkeeping obligations). 

 

We may use your data for investigating suspected unlawful activities. We may also provide your information to law enforcement authorities based on their request or based on a legal basis defined in any applicable law, for prevention and investigation of fraud and other unlawful activities. 

 

We may disclose your personal data to any party in response to an order from a court of competent jurisdiction. We may also disclose your personal data to supervisory authorities (such as data protection supervisory authorities) based on a legal basis defined in any applicable law.

 

3.    For how long your personal data is stored?

We will store your personal data if you have placed an order on the website, you have an active webstore account, you are a loyalty program member, you subscribe to our newsletter or contact our Customer Service. We will delete or anonymize your personal data if you have been inactive for 3 years (have not signed in to your webstore account, have not made any purchases, have not contacted us, have no open cases (such as request, return or reclamation) with us, and have not opened our newsletters)). You may also request us to delete your personal data by contacting our Customer Service .  
Please note that we may not be able to delete all your personal data based on the above-mentioned criteria. If you have placed an order on our website or made a purchase at our stores, we must store the purchase data (including your personal data, as applicable) as long as required to comply with our legal obligations, such as bookkeeping obligations. 
Deletion of personal data from backups and logs will happen in accordance with the backup and log specific retention times which may differ from the above-mentioned retention times. 

Retention time of surveillance camera footage varies between locations and is defined based on the location specific needs.

We may also retain your personal data for the duration of any period necessary to establish, exercise or defend any legal rights. 

We can have specific data retention periods for campaigns, promotions, sweepstakes, events, surveys and research. If we have, for example, communicated that your data will be stored only for the duration of a campaign and a 60-day defined period thereafter, we apply this specific retention period.

 

4.    In what situations is your personal data disclosed to other parties?

Depending on the context of processing, we disclose your personal data to the parties indicated below and for the following reasons:

•    Affiliates and third-party vendors

We may disclose your personal data to Fiskars Group companies and authorized third-party vendors which process the data to perform contracted services for us. Such disclosures may include, but are not limited to, payment services providers, IT and cloud service providers, companies that facilitate your orders, delivery companies, customer service teams, and companies that analyze and manage consumer data for us, conduct credit checks, market research and marketing campaigns. These authorized third parties may use your data to perform contracted services. Where separately agreed, authorized third-party vendors may also anonymize your data and use such anonymized data to analyze the usage of their services and to develop them.

•    Platform provider

 

This website is hosted by Shopify. In addition to processing your personal data on our behalf in order to enable the processing of your orders, Shopify collects and processes personal information about your access to and use of the website in order to provide and improve the services for you. 

 

Information you submit to the website will be transmitted to and shared with Shopify as well as authorized third parties that may be located in countries other than where you reside, in order to provide and improve the services for you, to carry out transaction processing and for fraud prevention purposes. 

 

To learn more about how Shopify uses your personal information and any rights you may have, you can visit the Shopify Consumer Privacy Policy

 

•    Targeted digital marketing

We use advertising services provided by Meta Platforms Ireland Limited (“Meta”) and Google Ireland Limited (“Google”) to deliver relevant advertisements to you and to measure the performance of our advertising campaigns.

Meta

For advertisements displayed via Meta’s platforms, we and Meta act as joint controllers of certain personal data.

Under the joint controllership arrangement, we determine the target audience for our advertisements (such as age range, interests, and location), while Meta operates the advertising platform and matches advertisements to users based on information they hold about them. 

We process your personal data for targeted advertising based on consent (data collected by cookies and other tracking technologies) or our legitimate interests in promoting our products. The processed personal data can include, for instance, demographic information (such as age, gender, general location), your email address (hashed) and phone number (hashed), your interests and online activity, and technical information about your device.  
You can exercise your rights (including access, erasure, and objection to processing) under applicable data protection laws by contacting either us or Meta. Please note, however, that Meta is responsible for enabling your rights with regard to the personal data stored by Meta.

For more information about how Meta processes your data, including the legal bases Meta relies on, and how you can exercise your rights with Meta, please see Meta’s privacy policy.

 

Google

When we use Google’s advertising services, we and Google act as independent controllers of personal data. 

We process your personal data for targeted advertising based on consent (data collected by cookies and other tracking technologies) or our legitimate interests in promoting our products. The processed personal data can include, for instance, demographic information (such as age, gender, general location), your email address (hashed) and phone number (hashed), your interests and online activity, and technical information about your device.  
Google processes personal data for its own purposes as described in Google’s privacy policies, including improving its advertising products, ensuring the security and functioning of its systems, and providing personalized or non‑personalized ads where applicable.

To exercise your rights regarding personal data processed by Google, please contact Google directly.

For more information about how Google processes personal data, including the legal bases Google relies on, and how you can exercise your rights with Google, please see Google’s privacy policy.

 

•    Embedded third-party services 

 

Our websites can include third-party services, such as Google Maps functionality on the order confirmation page to display the delivery destination. For map rendering, the city, province, country, and latitude/longitude coordinates are shared with Google. This data which is shared with Google is not tied to specific personal identifiers.

 

Use of Google Maps features, and content is subject to the Google Maps Terms of Service  and Google Privacy Policy.

 

•    Requests based on legislation and protection of our interests

We may be required to disclose your personal data to authorities or third parties by the binding requirements of applicable law or in response to an order from a court of competent jurisdiction, or for the purpose of responding to legal proceedings or other lawful requests. We may also disclose or otherwise process your personal data, in accordance with applicable law, to defend our legitimate interests (for example, in civil or criminal legal proceedings) and when combating fraud.

•    Mergers and acquisitions

In the event of any sale, consolidation or reorganization of our businesses (for example mergers and acquisitions), we may disclose your personal data to prospective or actual purchasers or their advisers, with adequate protections, where appropriate.

 

5.    On what legal basis do we process your personal data?

Requirements regarding legal bases of processing vary between countries and continents. We collect your personal data based on one or more of the following legal bases:

1. we have obtained your consent (written, verbal or online) to the processing of your personal data – You have a right to withdraw your consent to the processing of your personal data, at any time, by contacting Customer Service team ;
2. the processing is necessary in connection with any contract between Fiskars and you – for example, if you have purchased products from us, have given your permission for us to use content generated by you, or similar;
3. we have a legitimate interest in carrying out the processing for the purpose of managing, operating or promoting our business, displaying digital advertising or protecting property and preventing crime; and that legitimate interest is not overridden by your interests, fundamental rights or freedoms; or
   
4. we have a legal obligation to process your personal data.

 

6.    Do we process the personal data of children?

We do not seek to collect personal data of children. Children may occasionally be recorded on our camera surveillance footage if they visit or are nearby our premises or stores. Children may also participate in some of our events, workshops, photoshoots or interviews subject to approval of their legal guardian.

Product orders and registering with our loyalty programs will only be accepted by us if you are 18 years old or older.

7.    International data transfers

Our services are provided using resources, vendors and servers located in various countries, also outside of the EU/EEA. Therefore, your personal data will be transferred across international borders outside the country in which you use our services. When personal data is transferred outside the EU/EEA, we will ensure that transfer is based on at least one of the transfer principles and mechanisms provided for in Chapter V, General Data Protection Regulation.

8.    How do we protect your personal data?

We have implemented a variety of appropriate technical and organizational security measures to protect your personal data against accidental or unlawful destruction, loss, alteration, unauthorized disclosure or unauthorized access, and other unlawful or unauthorized forms of processing. The safeguards include, for example, firewall protection of our systems and storing physical documents in locked and fireproof premises. Further, the databases and their backup copies can be accessed only by certain pre-designated persons; all persons processing personal data will need to have an individual accreditation; only specifically authorized personnel of ours or authorized third parties are entitled to access our premises or process data; and anyone who is granted access to your personal data is required to keep such data confidential. Different levels of access have been created based on the type of data a person needs to access or process according to his/her job description. However, no security measures are 100% effective, and if you are concerned about the security of your information, you do not have to submit your information to us. Please note that we may then be unable to provide you with certain services.

9.    What are your rights and how you can use them?

We hope to ensure that the personal data we process are accurate at all times and therefore we encourage you to update your information in your own webstore account when any changes occur.

You may choose not to provide your personal data to us

Some features of our websites and other services may not be fully available to you if you choose not to give us your personal data (e.g. we may not be able to process your orders without the necessary details).

You may access your data

You may request access to, or copies of, your personal data by contacting our Customer Service . You may also have information regarding the nature, processing and disclosure of your data.

You may unsubscribe from direct marketing

We include an unsubscribe link in all electronic marketing messages we send to you. You may also change your marketing communications setting on your webstore account or withdraw your marketing consent by contacting our Customer Service. You may withdraw your consent to direct marketing at any time. If you do so, we will update our databases, and will not send you further direct marketing, but we may continue to contact you to the extent necessary for the purposes of any products or services you have requested.

You may check and edit your personal data

If you have a webstore account, you may edit your personal data directly yourself. If not, you may contact our Customer Service , who will, upon your request and as soon as possible, correct, remove or complete the information which is incorrect, unnecessary, lacking or outdated.

You may block and delete cookies

You have the right to choose which cookies you accept, and amend your choice afterwards. Please visit our Cookie Notice   to read more.
You may request the erasure or restriction of processing your data
Should you believe that your personal data is inaccurate, the processing of it is illegal, we are not processing your data in accordance with the processing purpose, or you want to oppose the processing, you may contact our Customer Service team  to request erasure of your data or restrictions on the processing of your data. Please note that we will investigate your request reasonably promptly, before deciding what action to take.

You may object to the processing of your data

You may have the right to object, on legitimate grounds, to the processing of your personal data. You can object to the processing of your personal data, at any time, by contacting Customer Service team . To object to digital marketing, please fill in the digital marketing opt out form  .

You may withdraw your consent

You may at any time withdraw your consent to the processing of your personal data. If your consent is withdrawn, it does not prevent us from processing your personal data based on other lawful bases, such as for requirements set forth for us under applicable laws. The withdrawal of consent does not affect the lawfulness of any processing performed prior to the withdrawal.

You have a right to withdraw your consent for processing your personal data, at any time, by contacting our Customer Service .

You may have your data transferred to another provider

You may have the right to data portability, which means you can have your personal data transferred to another controller in a structured, commonly used and machine-readable format, to the extent applicable. You may contact our Customer Service  if you wish to request your data to be transferred.

You may lodge a complaint with the supervisory authority

Should you believe that our processing of your personal data infringes your legal rights, you may lodge a complaint with your local supervisory authority. Please do see a list of supervisory authorities’ websites here . 

Please note that upon exercising any of the rights listed above, you may be requested to provide additional information for identification purposes. Such additional information shall not be used for any other purpose.

 

10.    Do we use cookies

Our websites use cookies, pixels and other similar technologies. You may block cookies from your browser settings and reject cookies/similar technologies on our website by adjusting cookie settings via the cookie popup.  Please note that some functions of the websites may not work properly without cookies. For further information, please see our Cookie Notice .

 

11.    Additional local notices

Notice for the U.S. residents 
This Privacy Notice is supplemented by the State Specific Privacy Notice .

 

12.    Changes to this privacy notice

We may update this Privacy Notice from time to time and communicate the changes on this site. When we post changes to this Privacy Notice we will modify the “Last updated” at the top of this Privacy Notice to indicate when such changes have come into effect.