Website Policies
Information we collect and how we use it when you visit our website
ORDERING
We only hold the information that is necessary to fulfil our contractual obligations with you and make sure our service is the best it can be. To process any orders, we need to hold your name, address, email address and telephone number on our systems. We store this information so that we can not only complete our contract with you to deliver your order but also for fraud protection reasons and to be able to provide refunds etc.
BROWSING
When you visit our website, we track each browsing session and the various products you have visited. We do this for several reasons including gaining feedback on our products and services, as well as being able to provide a better service to you by recommending products and services we think you will like through our marketing channels.
When you visit our website site, we record this information with our service providers, so we can market suitable products to you. We require your consent to do this and you can control this by using the cookie management tool on our website. The cookie management tool allows you to control what tracking is enabled or disabled. We also record what pages you have visited through google analytics however, all data that is recorded through google analytics is set to be recorded anonymously by anonymizing the last octet of the ip address.
When you browse our website and enter your email address at any point during your journey, we may also use your email address to check whether you have an account with us in order to offer you a more personalised service. This may include reminding you of products you have shown interest in. If you leave an item in your basket and forget about it we may email you to let you know later on. We will only send you emails if you have subscribed to receive our marketing emails.
Finally, if you decide to visit our website on a device that can share your location, you will be given the choice whether to do so or not. We only use the location information to help you to find your nearest store – it is not stored anywhere.
EMAILING
We use the browsing information and your email address, if you supply it, to send you updates and to tailor our emails to you to make them as relevant as possible. For example, we may send you reminder emails if you had to abandon your order half way through – perhaps your front doorbell rang and then you forgot all about your wonderful calendar find, right? We only send marketing emails with your permission / consent e.g. if you have selected the “Email” option in the Contact Preferences area when placing an order or creating an account.
We may also use your email address, following a transaction, to send a request to review your purchase and our service, using our 3rd Party supplier Feefo. We use the the legitimate interests lawful basis for processing under GDPR in order to process and share your data with a third party (Feefo) for this purpose. If you do not wish your information to be shared with Feefo, we can remove your details from their database. Please contact our customer service team and we will happily do this. Feefo is one of our partners who we have a GDPR data Processing agreement in place with and are under contract/strict rules to abide by in order to safeguard your data in line with our policies. Feefo data may be held outside the EEA but in compliance witk UK Privacy laws.
ADVERTISING
We use third party advertising on other websites across the web by using cookies (see the Cookies section later for more information and how you can control) which are stored on your computer. If you see a Calendar Club UK advert on another website or social media platform, it will be because a cookie from our website was placed onto your desktop computer, tablet, laptop, mobile phone or other device. We do this so that we can show you our latest products and promotions, especially those which we think are most relevant to you. We use the lawful basis of consent for processing under GDPR for this. If you do not want to receive these adverts you can clear your cookies from your browser and then use our cookie consent tool to turn off marketing cookies.
PAYING
We need to take payment for your order by asking for credit card or debit card details (other payment methods are discussed later) to perform our contract with you. We may also use the details to issue refunds to you. We do not store any credit or debit card information. All payments go through our payment providers (SagePay, Amazon and PayPal) securely using encryption so your information is as safe as possible. We use the legal obligation and contractual obligation lawful basis for processing under the GDPR to do this.
When making a payment over the telephone for website purchases, we use a service by one of our partners (PCI-PAL) to enable our customer service representative to take payment card information over the phone by having the customer enter their debit/credit card information using the telephone number pad. Each number entered provides the PCI-PAL servers with a unique dial tone frequency that is masked to our customer service representatives but appears on our customer service back end systems masked. In this way, we can take payments without ever having to hear or see your credit/debit card number. The payment is then taken through the PCI-PAL secure service through Sage Pay.
TALKING WITH US
You may decide to engage with us via email, a phone call or social media. If you do, we will keep a contact history in order to provide customer service support. We may use this information to train staff members so that we can give you the best experience possible when talking with us.
We may use phone recording software when you call our Customer Services Team (or any other team at our Head Office in Exeter). When you enquire over email, online chat or other electronic communication we use the legitimate interest basis for processing under GDPR to do this.
PURCHASING HISTORY
We will make use of the details of your previous purchases with us, if you are an existing customer, in order to help to sell you the products you really want and for us to perform our contract with you. We will also make use of this information to provide effective Customer Service support: to handle returns and to advise on any aspect of your purchase. We may also use your purchasing history to find out what you like, to show you complimentary products, and to stay ahead of our competition.
SOCIAL MEDIA LOGGING & CONNECTING
From time to time we may obtain freely available public information about you from Facebook and other social media sites, usually when you give us your email address e.g. when you email customerservices@calendarclub.co.uk, and we may use this information to help us provide you with better recommendations of our products via our marketing channels.
We may aggregate and anonymise your personal information (so that you cannot possibly be personally identified) and use it to do research and analyse the data. We may share this anonymised information with third parties in order to provide us with insights to better improve our service to our customers.
FINAL NOTE
You don’t have to give us any of this personal information but if you don’t you may not get the best experience from using our website and engaging with us, but the choice is always yours.
WHO DO WE SHARE YOUR DATA WITH
For us to function as a business and provide you with the best possible customer service and experience, we work with a few third parties for example, we share your email address and first name and last letter of your surname with Feefo (our review partner) to enable us to get feedback on our services and products. This helps promote our business and use your feedback to improve our products and services. We also share some of your data with our customer services team and other staff members when required so they can support you in case of a problem with a purchase or product or to help fulfil our contract with you (for instance a warehouse picker/packer).
We do not, and will not, sell any of your information – including your name, address, email address and payment card details – to any third party. We have always worked hard to protect your information and wish to continue earning your trust. This level of protection is important to you, we know that, and equally essential for our business.
ESSENTIAL PARTNERSHIPS
We use a variety of third party tools and services to be able to offer you the best customer experience possible. The following list details who we currently use. We use our legitimate interests lawful basis for processing under GDPR to be able to do this.
Our website uses Google Analytics to track user interaction and so we rely on the services supplied by Google to stay effective and to give you a relevant service. We use data collected by Google Analytics to determine how many people are using our site, what they are viewing, when they are viewing it and how they are navigating through the site. We use this data as feedback to be able to improve our service and offerings to you and it helps us with making decisions on how our promotions are doing, server requirements in the future (capacity planning) etc. Google records data like your approximate location (town or city), internet browser, device and operating system. Google Analytics does not record your full IP address and the data we pass to them from the website is anonymised. We use the legitimate interest basis for processing under GDPR in order to do this.
We provide several ways for you to pay for your goods and so if you have a PayPal or Amazon account you can use that account to make a payment. We also use SagePay for standard credit/debit card payments. This Privacy Policy does not cover these external processors so please read their respective privacy policies if you are concerned about the way your data is processed by them. Whilst we believe that all payment information is processed by servers hosted in the European Economic Area (EEA), we cannot guarantee it as these payment processors may end up using servers hosted in the USA or elsewhere. If you are not happy with the possibility of payment information being sent outside of the EEA, we recommend that you do not use our site to purchase our goods.
We use a variety of other third party companies who provide professional services to us and help us run our business. These companies help us with things like merchandising our site and internal search results on our website, marketing agencies, email service providers, advertising partners and other software partners (for example postcode lookup and store locator software). We may transfer your information internationally and use companies whose services are either based in the EEA (European Economic Area) or are located outside of the EEA but are under an equivalent and approved privacy scheme by the EU (for example, for the EU-US Privacy Shield Scheme you can read about it here: https://www.privacyshield.gov/welcome). This all helps to protect your information in line with the new GDPR regulations.
Our current partnerships, which help us to deliver our service to you, are listed below:
Attraqt: Our website uses Attraqt to provide site search and navigation. When you enter a search term, we send it to Attraqt’s servers and they send back the results to your browser. We deem this a Necessary service.
AWin: Our partner for affiliate marketing. Affiliate window is a partner network where publishers can promte our brand and products to you on other sites as adverts. In order for us to pay commision to affiliates, we have to track the conversions coming through our site. We use legitimate interest as the lawful basis for processing under GDPR.
Google (Google Analytics): Our website, like many others, uses Google Analytics to track basic usage information about our website visitors including (but not limited to): number of users, pages visited, length of browse time. We use this information to improve our sites and services for you. All data passed to google is anonymised. As the data is anonymised and we use this data to help us improve our products/services as well as moniotr the effectiveness of marketing campaigns, we use the legitimate interest lawful basis for processing under GDPR
Google (AdWords): We place advertisements on Google’s search pages that we think you will like based on your search term as well as potentially on other websites that support retargeting ads, and which are accessible via Google’s AdWords platform. We use the consent lawful basis for processing under GDPR in order to do this. You can control these cookies using our cookie consent tool by One Trust.
Facebook (Ads): We also place advertisements on Facebook and within your feed (if you have a Facebook account) that we think you will like based on your interest levels on our website. We use your consent as the lawful basis for processing under GDPR in order to do this. You can control these cookies using our cookie consent tool by One Trust.
Microsoft (Bing Ads): We also advertise on Microsoft’s Bing platform in a similar way to AdWords. We use legitimate interest as the lawful basis for processing under GDPR in order to do this as ther eis no current way to split the conversion tracking and the marketing. You can opt out of Microsoft personalised advertising here
AdRoll: Outside of Google and Facebook, AdRoll is our main partner for advertising on other websites. When you visit our website, we place a cookie onto your device and if you then go to any AdRoll partner website, our adverts may appear to you on their site. We use your consent for the lawful basis for processing under GDPR in order to do this. You can control these cookies using our cookie consent tool by One Trust.
Storepoint: Our store location software can use your current location - if you have turned on location services on your phone or device - to help you to find a Calendar Club store near to your current position. You must turn on the tracking on your device in order to do this and as such we therefore use the consent lawful basis for processing under GDPR.
Mailgun: We use Mailgun’s email checker to ensure that when you checkout you have given us a valid email address. After all, you wouldn’t want your order to complete but then not receive an email receipt, right? We use the legitimate interest basis for processing under GDPR in order to perfom this
Postcode Anywhere: We use Postcode Anywhere to save you time on entering your address by sending the postcode you enter on one of our address forms on our website to Postcode Anywhere’s servers which then return a full address or a list of addresses from which you may choose yours. This is a vital service to our company as it ensures the integrity of the information we receive to deliver your order. We use the legitimate interests lawful basis for processing under GDPR in order to do this.
PCI Pal: if you place an order with our Customer Services Team, they will guide you through paying for your order over the phone, using your payment card, by interacting with an automated, secure service called PCI Pal. By doing so, you do not read out your card details and we do not know or store your card details. All we know is whether your payment has been successful or not giving you maximum protection of your sensitive payment details. We use the consent lawful basis for processing under GDPR in order to do this.
Feefo: Our Ratings & Reviews service is fully integrated into our website and helps you to appreciate what other people think of our products so that you can make an informed purchasing decision as well as giving you the freedom to write your own review whether you are a paying customer or a website visitor. You may receive an email from Feefo on our behalf asking whether you would like would like to leave feedback on your purchased product(s) – this is purely optional, of course. We use the legitimate interests lawful basis for processing under GDPR in order to do this. Please contact gdpr@calendarclub.co.uk if you would like to be opted out of Feefo and have your information removed from their systems. Please note, any information stored within Feefo is only used for our review purposes.
Royal Mail: When you order through our website, we pass on your details to Royal mail so they can deliver your order. Royal Mail are the Data Controller for this data, please see their Privacy Policy to understand how they may process your data. We process your data under our contractual obligation to you. Royal Mail may email or SMS you in relation to the progress of your delivery.
MARKETING MESSAGES
If you do not wish to receive our email marketing messages any more, you can ask to stop receiving them via:
Your Account Summary page
By contacting our Customer Services Team
We also engage in online advertising to keep you aware of what we are up to and to help you to easily see and find our products.
Like many companies, we show Calendar Club UK banners and other adverts to you when you are on other websites and apps. We do this using a variety of digital marketing networks and ad exchanges and we use a range of advertising technologies like web beacons, pixels, ad tags, cookies, and mobile identifiers as well as specific services offered by some websites and social networks such as Facebook’s Custom Audience service. We use your consent as the lawful basis for processing under GDPR in order to do this. You can find out more about how to control his in the cookies section at the end of this policy.
The banners and other adverts you see will be based on information we hold about you, or your previous use of Calendarclub.co.uk (for example, your Calendarclub.co.uk search history, and the content you read on the Calendarclub.co.uk website) or on our ads you have previously clicked on located around the web.