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We collect information you provide when you use our services or submit any forms including during the order process, contact form, newsletter sign-ups as well as any profile information you provide. We may also collect additional so called “meta” information associated with that e.g. time of submission, browser and site settings.
This also includes any comments you may submit on blog articles or reviews.
If you use our service we will maintain records of your orders as well as the delivery information. If you provide credit card details these will be held by SagePay on our behalf (SagePay are fully certified to the most stringent level of certification available in the payments industry). Likewise any payment made via PayPal or Amazon Payments will be held by the relevant provider.
We maintain records of conversations we may have with you (such as through email, chat or over the phone).
We may also collect conversations we have with you or you have about us through third party platforms such as social media or review platforms.
Information about your use of our website and app
The data we collect includes standard internet log information and details of visitor behaviour patterns, including IP address, browser type, pages requested, referring / exit pages and URLs, number of clicks, landing pages and other data of this nature.
This automatically-collected data is processed in a way that does not give us personally identifiable information. We use various third party tools for this, primarily:
Facebook Analytics and the Facebook Pixel
We use all the information we have to create personalised and useful services for users and potential users of our service. Here’s how:
Delivering the services you request: your data will be an integral part of delivering many of the services you interact with on our website e.g. using your postcode to provide you with accurate delivery prices or your contact details and address for delivery of the requested goods.
Personalising your experience: We may also use your data in less obvious ways to enhance and personalise your experience of our services. For example:
remembering your preferences to save you re-entering information you’ve already given us
showing you what we believe to be the most relevant content on the site to you. For example if we know you’ve ordered before, our systems may show you a re-order button.
we may use your order history to estimate when you may be running low on a product.
Product research and development: We use the information we have to come up with ideas for new features and products that we then develop and test. We may conduct surveys and research as part of this.
Data for legal purposes: There may be instances where we need to process your personal data for compliance with a legal obligation or the rights of individuals. We may process personal data where necessary for legal summonses, claims, court order or other legal processes. We may process personal data where necessary for obtaining or maintaining insurance coverage, managing risks, or obtaining professional advice.
We use your information to send you marketing communications, communicate with you about our services and let you know about our policies and terms. We also use your information to respond to you when you contact us as well as providing the transactional emails and communications (such as an order confirmation or the newsletter you opted in for).
We only want to reach people with a genuine interest in our products and services. Ultimately through being able to tailor our advertising and marketing we can provide more relevant and useful experiences as well as have more funds available to invest in improving our services.
We do share your data with partners who help us provide and improve our products and services as follows:
Product suppliers: Certain product lines are dispatched directly from the manufacturer or supplier to our customer's delivery address. In order to facilitate this 'drop-ship' service, it is necessary for us to share with the manufacturer or supplier the delivery information provided to us at the time of ordering.
After-sales support: In order to provide a swift resolution to after-sales issues, we will sometimes share customer details with the manufacturer or supplier of a product in order to allow them to deal directly with our customers.
Vendors and service providers: Your information is likely to be available to a greater or lesser extent to those who support our business (and their subcontractors) including:
Our web developers (access only)
Our digital marketing agency (access only) - Attacat
The technical infrastructure hosts (data) - RapidSwitch
Our analytics and advertising providers (data including email addresses) - primarily Google and Facebook
Our accountants and bookkeeper (access)
Our accounts software (data) - QuickBooks
Our bank (data) - Co-operative Bank
Live chat partner (data) - Tawk
Email provider (data) - Mailchimp
Analytics provider (anonymous data) - Hotjar
In each case we seek to provide the minimum amount of information or access necessary for those third parties to fulfil their obligations to us and ultimately to you. Where we can we also impose strict restrictions on how our partners can use and disclose the data we provide.
Advertising partners: As previously mentioned we use the advertising services offered by the web giants including Google, Facebook, Twitter, LinkedIn, Pinterest and Amazon but primarily Google and Facebook. Whilst each of these companies has had its fair share of criticism around privacy it is our view that because of that scrutiny, they actually now take greater care of your personal data than the sort of ad networks that many of the traditional media brands use. Further they actually provide the least irritating online adverts (no pop-ups etc).
You should be aware that through the use of our site and services data is being shared with these companies. Of particular note:
They will know you’ve been on our site and what pages etc you’ve viewed (as they do with a huge proportion of the internet) and will understand that you are transacting with us if for example you place an order. This allows to purchase so called “remarketing” ads across their networks so we can encourage you to come back to our site at a later date in accordance with their terms. We deliberately limit the amount of times you will see our ads to avoid unacceptable irritation.
Third party payment service providers: In order to keep your financial details (such as credit cards and direct debits) secure to the very highest levels we ourselves do not ever save or retain the details (such as the credit card numbers) of your payment information. Instead they are saved only by internationally recognised and fully accredited providers (SagePay for credit/debit cards and PayPal and Amazon Payments for alternative payment methods) who simply provide us with the ability to securely request the payments from you.
Non-financial third party services on our website: Our site, like most websites, includes functionality provided by third parties. A common example is an embedded YouTube video or a Facebook like button. In each case the providers of these services will likely collect data about your usage that they will use to build up your profile as you search the web. Our site includes the following:
Videos (powered by YouTube, Vimeo and iSiteTV)
Like and share buttons from:
The above lists may change from time to time.
Please note that if the ownership or control of all or part of our Products or their assets changes, we may transfer your information to the new owner.
Some of the companies in the above lists are based outside the EU. We will only transfer data internationally to organisations based in countries that have appropriate data protection approved by the European Commission (“adequacy decision”).
We collect, use and share the data that we have in the ways described above:
as necessary to fulfill our contractual obligations to you
consistent with your consent, which you may revoke at any time through updating your profile;
as necessary for our (or other’s) legitimate business interests, including our interests in providing an innovative, personalised and profitable service to you and others, unless those interests are overridden by your interests or fundamental rights and freedoms that require protection of personal data.
as necessary in the public interest; and
as necessary to comply with our legal obligations;
You are entitled to view, amend, delete and receive/download your personal information that we process in a structured, commonly-used, machine-readable format.
At this time if you wish to delete all your personal data and/or have an export of data please contact us using the email address we have on record for you. Data requests that are deemed as “excessive” or unfounded may result in a fee being charged.
How will we notify you of changes to this policy?
If we make substantial changes in the way we use your personal information we will notify you by posting a prominent announcement on our pages and/or contacting you directly if we deem it a substantial enough change.
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