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PRIVACY POLICY
How WoolOvers Ltd uses your information.
Contents
1. Purpose of processing
2. Retention period for holding your personal data
3. Your information and third parties
4. Cookies
5. Disclosure of information
6. Security measures
7. Access to information
8. Consent and enquiries
9. Your Rights
10. Complaints
Below we set out our privacy policy which will govern the way in which we
process any personal information that you prived to us.
We are a company incorporated in England and Wales under registration number
03445676.
We are also registered with the Information Commissioner's Officer with
registration number Z1594402.
Information about cookies and your personal information can be found here.
Contact Details
WoolOvers Ltd (“we”, “our”, “us”) is a "controller" of your personal
information. This is a legal term – it means that we make decisions about how
and why we use your personal information and, because of this, we are
responsible for making sure it is used in accordance with data protection laws.
Our contact details are:
WoolOvers House
Victoria Gardens
Burgess Hill
West Sussex
RH15 9NB
Tel: 01444 462 790
We are open 24 hours per day, 7 days a week.
Email : privacy@woolovers.com
Who may process data
Your personal information, which is any information that relates to an
identifiable individual (for example, your name, address, email address and any
other details you provide to us which concern you as an individual) could be
processed by us.
We may pass personal information to third parties for the purpose of fulfilling
orders. More information on third parties and your information can be found here
Purpose of processing
Why is data collected?
What data?
For the purpose of collecting and processing orders from our website.
First name, last name, postal address, email address, telephone number, order
details, customer ID number, payment details, billing address, correspondence
history and delivery and returns options
Why? – In order to process any orders you make via our website, we will need to
collect the above data to ensure that appropriate records of your order are
collected and you receive email confirmation of your order (which includes
details of our returns policy). We will also need your name and address to
fulfil delivery of your order. Contact details are needed to enable us to
contact you should there be a problem with your order. Without the above
information, we would be unable to process your order.
Lawful basis – use is necessary for the performance of a contract with you (to
purchase our products) or in order to take steps at your request prior to
entering into a contract.
For the purpose of setting up and running an online account for you.
First name, last name, postal address, email address, telephone number, order
details, customer ID number, payment details, billing address, correspondence
history, delivery and returns options, account password
Why? – In order to set up and run an online account for you, and to keep a
record of your order history for your convenience.
Lawful basis – use is necessary for our legitimate interests, which is providing
our customers with accounts to help them manage their purchases and to help make
ordering easier.
For the purpose of providing you relevant marketing materials (inc. newsletters
and any special offers).
First name, last name, postal address, email address, telephone number,
marketing preferences, correspondence history
Why? – You have either consented to us sending you relevant marketing materials,
or it is in our legitimate interests to process your data to send you relevant
marketing materials once you have made a purchase through our website.
Lawful basis – either you have consented to us sending you relevant marking
materials, or use is necessary for our legitimate interests, which is providing
our customers relevant updates and special offers.
For the purpose of sending you our newsletter and any special offers.
First name, last name, postal address, email address, telephone number, date of
birth (only day and month collected), marketing preferences, correspondence
history
Why? – If you have consented to receiving our newsletter, we shall send you
regular communications relating to our products, which may be by post or email
depending on your preferences. Special offers will also be circulated to you as
and when they are available. You have the option to withdraw your consent for
your personal information to be used this way – more information about
withdrawing your consent can be found here.
Lawful basis – you have consented to us sending you the relevant information.
For the purpose of undertaking any customer research (inc. carrying out analysis
of our customer data and order history to enable us to send relevant
communications and market to similar prospects) / development.
First name, last name, postal address, email address, telephone number,
purchasing history
Why? – It is within our legitimate interests to collect this data to ensure that
we provide the best customer experience we can. We use this data to review our
practices and processes as a business.
Lawful basis – use is necessary for our legitimate interests, which is to enable
us to provide the best customer experience we can.
Retention period for holding your personal data
Generally, any personal information collected by us is retained for 5 years.
However, we may need to keep it for longer depending on a number of factors,
including:
- any laws or regulations that we are required to follow;
- whether we are in a legal or other type of dispute with each other or any
third party;
- the type of information that we hold about you; and
- whether we are asked by you or a regulatory authority to keep your personal
information for a valid reason.
In some cases, you have the right for personal information to be deleted before
5 years. More information on your rights can be found here.
Your information and third parties
We use third parties to provide services to us from time to time; therefore, we
will need to share personal information with them for business administrative
needs. A list of the third parties we share with is set out below.
We will also need to share your personal information with other companies within
our company group for our general business purposes.
In certain circumstances, we will also disclose your personal information to
third parties who will receive it as controllers of your personal information in
their own right for the purposes set out above, in particular:
- if we transfer, purchase, reorganise, merge or sell any part of our business
or the business of a third party, and we disclose or transfer your personal
information to the prospective seller, buyer or other third party involved in a
business transfer, reorganisation or merger arrangement (and their advisors);
and
As well as those set out above, we have set out below a list of the categories
of recipients with whom we are likely to share your personal information:
- Adyen and other payment providers (who may change from time to time) payment
purposes;
- consultants and professional advisors including legal advisors and
accountants;
- courts, court-appointed persons/entities, receivers and liquidators;
- business partners and joint ventures;
- trade associations and professional bodies;
- insurers; and
- governmental departments, statutory and regulatory bodies.
We may also share your personal information with third parties, as directed by
you.
In the unlikely event that a liquidator, administrator or receiver is appointed
over us or all or any part of our assets that insolvency practitioner may
transfer your information to a third party purchaser of the business provided
that purchaser undertakes to use your information for the same purposes as set
out in this policy.
If you visit a third party site, we are no longer in control of your personal
information in terms of your use of that site. Therefore, you should review
their privacy policy for more information regarding how they will use your
personal information.
Your data could be sent outside the EEA (e.g. to the USA and to the country you
have asked us to deliver your order to, if not the UK). If any data is
transferred outside of the EEA, the relevant recipients have provided assurances
of appropriate safeguards being in place for the transfer. We will only make the
transfer if:
- the country to which the personal information is to be transferred ensures an
adequate level of protection for personal information;
- we have put in place appropriate safeguards to protect your personal
information, such as an appropriate contract with the recipient (please contact
privacy@woolovers.com if you wish to obtain a copy of these);
you explicitly consent to the transfer.
Third Party
What Data
Why do we share
Social media networks
Email, telephone number, first name, last name, postal address, website browsing
behaviour, IP address, device and software used
Allowing website visitors to share our content and targeting relevant
advertising to customers and similar audiences on social media networks.
Lawful basis – use is necessary for our legitimate interests, in order to
advertise our products.
Online advertising
Email, telephone number, first name, last name, postal address
Allowing us to target relevant advertising to previous customers and similar
audiences.
Lawful basis – use is necessary for our legitimate interests, in order to
advertise our products.
Email service providers
Title, first name, last name, postal address, email address, telephone number,
customer ID number, order history, email engagement including opens and clicks,
IP address, device and software used
For sending newsletters, product recommendations, transactional and service
messages to customers and prospects via email.
Lawful basis – either you have consented to us sending you relevant marking
materials, use is necessary for our legitimate interests, which is providing our
customers relevant updates and special officers and for determining how
effective our marketing campaigns are, or use is necessary for the performance
of a contract with you (to purchase our products) or in order to take steps at
your request prior to entering into a contract.
Customer database analytics
Title, first name, last name, postal address, email address, telephone number,
customer ID number, order history, mail preference, email preference, website
browsing behaviour, IP address, device and software used
Carrying out analysis of our customer data and order history to enable us to
send relevant communications and market to similar prospects.
Lawful basis – use is necessary for our legitimate interests, to understand our
customers and potential customers better, and to make our services and
advertising more effective.
Feedback
First name, last name, customer ID number, email address, order reference,
history of products ordered, date of order, feedback given
Requesting and collating customer feedback and presenting it on our website.
Lawful basis – you have consented to us publishing your feedback.
Ecommerce
Title, first name, last name, postal address, email address, telephone number,
customer ID number, order history, mail preference, email preference
Providing a software platform for us to manage our websites and ecommerce order
processing.
Lawful basis - use is necessary for our legitimate interests, to run and manage
our website, and use is necessary for the performance of a contract with you (to
purchase our products) or in order to take steps at your request prior to
entering into a contract.
Courier / Postal Service Providers / Drop Ship Partners
Contact name, organisation, postal address, email address, delivery telephone
number, customer telephone number, delivery type chosen, delivery preferences,
tracking number, comment for postman/courier, order number, customer ID.
In order to deliver customer orders from our warehouse to the recipient address.
Lawful basis - use is necessary for the performance of a contract with you (to
purchase our products) or in order to take steps at your request prior to
entering into a contract.
Payment Services Providers
Card number, expiry date, name on card, security (CV2) number, billing records,
order amount and details, delivery details, preference on saving card details.
To take payment for orders from credit or debit cards.
Lawful basis - use is necessary for the performance of a contract with you (to
purchase our products) or in order to take steps at your request prior to
entering into a contract.
Customer Prospect Pools
(Experian, Abacus (registered as Epsilon International UK Ltd), i-Behaviour)
Title, first name, last name, postal address, email address, telephone number,
customer ID number, order history, mail preference, email preference
Carrying out analysis of our customer data and order history to enable us to
send relevant communications and market to similar prospects.
The participating retailers and charities are active in the following product
categories: clothing, collectables, food & wine, gardening, gadgets &
entertainment, health & beauty, household goods, home interiors and travel. They
share information on what their customers buy.
Lawful basis – use is necessary for our legitimate interests, to understand our
customers and potential customers better, and to make our services and
advertising more effective.
Where customers have explicitly consented, their details are shared with trusted
third party partners who will may send carefully selected information about
their services and products with them.
Cookies
More information about our cookie policy can be found here.
You can manage your cookie settings by clicking the button below:
Manage cookies
Disclosure of information
In the unlikely event that a liquidator, administrator or receiver is appointed
over us or all or any part of our assets that insolvency practitioner may
transfer your information to a third party purchaser of the business provided
that purchaser undertakes to use your information for the same purposes as set
out in this policy.
Your information will not be disclosed to government or local authorities or
other government institutions save as required by law or other binding
regulations.
Security measures
We use reasonable efforts to implement security policies, rules and technical
measures to protect the personal information that we have under our control from
unauthorised access, improper use and disclosure, unauthorised destruction or
accidental loss. Woolovers Limited website currently uses high-level Secure
Socket Layer (SSL) encryption technology. This may vary in the future, if we
believe that greater security is available and is appropriate for our use of
personal information.
Access to information
You may ask us whether we are storing personal information about you by
contacting us and, if you request, we will provide you with a copy of the
personal data we hold about you by email. We may charge a fee for doing this,
but will tell you before we incur any fee. We may also ask for proof of your
identity before providing any information and reserve the right to refuse to
provide information requested if identity is not established. We also have the
right to refuse your request if it is manifestly unfounded or excessive.
Consent and enquiries
If at any time you wish us to cease processing your information, or you wish to
withdraw your consent to us using your personal information for the purposes
provided for above, please use our the My Account area to amend your choices or
contact us directly to withdraw your consent.
Your Rights
You have rights in respect of your personal information, and this Section
explains a bit more about those rights that are applicable to what we do with
your personal information and when you can exercise them. If you would like more
information about any of your rights, please contact us.
Requesting more information
We have tried to be as clear and as open as we can in this policy and will
continue to update this privacy policy as our use of personal information
develops. However, if you have any questions regarding our use of your personal
information, we will be happy to give you peace of mind by answering any
questions or providing any additional information that we can. If you do have
any specific questions, or need anything explaining, please get in touch using
our contact details.
Additional rights
1. You have the right to request that we rectify any inaccuracy about you that
we may hold, in which case we may ask you to verify the corrected information
(for example, we may ask for a recent utility bill for proof of change of
address);
2. Subject to certain conditions, you have the right to request that we erase
your personal information;
3. Subject to certain conditions, you have the right to request that we restrict
or refrain from processing your personal information;
4. Subject to certain conditions, you have the right to object to data
portability in respect of information we have collected from you that we process
by automated means based on your consent or for the reason of entering into a
contract. If you exercise this right, we will transfer a copy of the information
that you have provided to us at your request in a structured, commonly-used
machine readable format;
5. Subject to certain conditions, you have the right to object to our use of
your personal information;
6. You may ask us whether we are storing personal information about you by
contacting us and, if you request, we will provide you with a copy of the
personal information we hold about you by email. We may ask for proof of your
identity before providing any information and reserve the right to refuse to
provide information requested if identity is not established. We also have the
right to refuse your request if it is manifestly unfounded or excessive; and
7. As stated above, where our use of your personal information is based on your
consent you have the right to withdraw your consent at any time.
Complaints
You are important to us, and so is protecting your personal information. We have
high standards when it comes to collecting and using personal information. For
this reason, we take any complaints we receive from you about our use of your
personal information very seriously and request that you bring any issues to our
attention.
Where you are communicating with us for the purpose of making a complaint, we
will only use your personal information to handle, investigate and respond to
the complaint and to check on the level of service we provide (based on our
legitimate interests, which are making sure that we give customers the best
service we can). Where the complaint is about a member of our team, we may have
to disclose your identity to whoever the complaint is about. You may let us know
that you don't want information that identifies you to be disclosed and we will
try to respect your request; however, it may not always be possible to handle a
complaint on an anonymous basis.
If you are unhappy, you can also contact the Information Commissioner's Office
to make a complaint directly. More information can be found on the Information
Commissioner’s Office website at https://ico.org.uk/.
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