Privacy Policy

How WoolOvers Limited 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: +61 2 8607 8687

We are open 24 hours per day, 7 days a week.

Email : [email protected]

 

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 here

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

- if we need to disclose your personal information in order to comply with a legal obligation, to enforce a contract or to protect the rights, property or safety of our employees, customers or others.

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 [email protected] if you wish to obtain a copy of these);

- the transfer is necessary for one of the reasons specified in data protection legislation, such as the performance of a contract between us and you; or

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

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 are active in the following product categories: clothing, collectables, food & wine, gardening, gadgets & entertainment, health & beauty, household goods, and home interiors. 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.

 

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.

Please note this will not affect the lawfulness of our use of your personal information based on your consent prior to its withdrawal.

If you have any enquiry or concern about our privacy policy, or the way in which we are handling personal data please contact WoolOvers Customer Services.

 

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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