How we collect and use your data and who we share it with.
Who will hold your information
Information will be held by Stationery UK LTD (“we”), we are a registered company in England (Company No. 06388552) and our registered office is at Digital House, Threshelfords Business Park, Inworth Road, Feering, Essex, CO5 9SE.
What data do we collect
We hold this information on admin system as an account record, this information includes;
- Contact Name
- Company Name (where applicable)
- Delivery Address
- Invoice Address
- Phone Numbers
- Email Address
- Your social media username (where applicable)
- Details of your interactions with us online and by phone
- Copies of documents you provide to prove your age or identity where the law requires this
- Details of your shopping preferences.
- Details of your visits to our websites.
- Any reviews and comments you submit.
- To assist in delivering the best possible web experience, we collect technical information about your internet connection and browser as well as the country and telephone code where your computer is located, the web pages viewed during your visit, the advertisements you clicked on, and any search terms you entered.
We use the information to enable trading with you and general correspondence and to keep you informed on the status of your order. This data is kept as it is necessary to maintain warranty on products and to up hold your statutory rights. We occasionally send out offers and brochures with offers that we are currently running should you subscribe to our mailing list. Your data has never been and is never sold to third parties.
If these details are not wholly yours and you submit them then this signifies that you comply with the new General Data Protection Regulation (GDPR) and you have made the persons aware of what you are doing with their data and they have given you permission for this.
What data do we share
Your details that are required to process an order are:
- Contact Name
- Company Name (where applicable)
- Delivery Address
- Invoice Address
- Contact Numbers
- Email Address
- Order reference
We only share data with third parties that are involved in or relate to the order process or buying experience, i.e if you visit us via a cashback website we will share the status of your order, order id with them to enable them to pay out on your cashback.
We do not store credit card details nor do we share customer details with any 3rd parties outside of our fulfilment and quality control processes.
When you place an order online we pass your order information and contact details to our payment provider/s they will then in turn take the payment on our behalf and provide us with confirmation that payment has been taken. We do not take/hold any or your card details. This is typical protocol for purchases made on any website.
When placing an order over the phone the customer service agent will enter your card details directly into a payment portal who will then take payment on our behalf, for this process all call recordings are stopped and we do not hold any or your card details in any form.
Credit account orders
Account details may be shared with the Credit Protection Association and Experian PLC for purposes of checking your credit status.
Delivering to a third party / dropshipping
If your are using us as a provider to supply goods to your own customer you must have the relevant permission to share their data with us. By submitting their data to us this signifies you agree to to the terms set out in our DPA.
This information is shared with the a courier and/or manufacturer, to enable the delivery of your order. They may contact you by phone, text or email to notify you of your order’s status. Your data is passed to them with the explicit permission to facilitate the delivery of your order and they will not use it for any other means.
Most of our orders are delivered by DPD, UPS or FedEx, when you are ordering a large items such and furniture this may be delivered by a pallet service, if you would like to know if this is the case please contact customer service.
Our suppliers and manufacturers
When an item is being delivered directly to a customer from a suppliers we will provide the supplier with the delivery address, contact name and phone number along with the order number. Under our data processing agreement they are only to use this within the realm of the order fulfilment, after which the data is not to be used in any other capacity. The data may be stored in order to provide historical proof of delivery.
We invite customer to leave feedback on the service they have received from us, to enable us to do this we send you an email directly or via our TrustPilot account, this will contain, your first name, email address and order reference. Your data is passed to them with the explicit permission to facilitate you providing feedback on the service you have received from us and will not use it for any other means, unless you opt in to other communications with said third party.
Sometimes we may invite you to leave feedback on another platform, these requests will come directly from us with a link should you wish to leave feedback.
Directors may also directly email a customer to perform a spot check on the quality of service they have received, this is not part of any marketing mailing list.
If you have enabled cookies we will use Google Analytics to track users journey on our website, this enables us to monitor what parts of the site are most popular, this only used for internal analysis and the data is not shared with any third parties.
Tracking cookies are also used by Affiliate Window when a customer has been referred to us from one of their affiliates, if they then complete a sale, a notification of a successful sale will be sent to Affiliate Window containing an identification number of the sale and the amount. No personal information is sent to Affiliate Window. Full details of the cookies we use can be found on our Cookies policy.
We engage in direct email marketing with our customers, the customers participate in this agree to the processing of such things as open rates and visits to our website from said emails, this is to ensure we provide you with relevant offers and marketing.
We currently do not operate any direct mail campaigns, Stationery UK Group offers and promotions may be included with an order but at no point will we subject customer to third party direct mail advertising.
We never share your data with companies outside of Stationery UK Group for marketing purposes unless explicitly requested to better service a customer on a single case basis.
Other electronic and emerging media
We will extent a customers email marketing permission to other electronic media and and future emerging media.
We communicate details of your order to you via email, we will never include and financial information in this format with with the exception of informing you that a payment has been successful or not. We may confirm addresses or other contact information to you via this format.
We use tawk.to inc to facilitate a web chat service, conversations are stored by tawk.to on our behalf, users are given the option to submit their email address and name.
Should you provide us with a social media handle such as your Twitter name we may reach out to you on this platform, no sensitive information will be publicly shared via these means unless it is contained within your username.
When calling us calls are sometimes recorded, these archives are kept on site and access to them is limited to authorized personnel. Copies of call are available upon request.
You have the right to request the personal data we hold about you and confirmation that their your data is being processed. This is free of charge, however a ‘reasonable fee will be charged when a request is manifestly unfounded or excessive, particularly if it is repetitive. The fee is based on the administrative cost of providing the information as per ICO guidelines.
You are entitled to have personal data rectified if it is inaccurate or incomplete, responses to these requests are to be responded to within one month. If the request for rectification is complex this can be extended by two months.
Right to be forgotten
You have a right to erasure however this does not provide an absolute ‘right to be forgotten’. Individuals have a right to have personal data erased and to prevent processing in specific circumstances such as where the personal data is no longer necessary in relation to the purpose for which it was originally collected/processed. Should you request a right to be forgotten this would include personal data shared to third parties where it is not impossible and does not involve a disproportionate effort to do so. We are required to keep financial records for 6 years, this includes all goods bought and sold, where there is not any ongoing service contract such as a lifetime warranty we are then able to remove data upon request.
Right to data portability
The right to data portability allows individuals to obtain and reuse your personal data for your own purposes across different services and providers, you can request this from the customer data portal this typically completed within one month, complex accounts or excessive requests can take up to two months.
Processing Your Data
Your purchase history
Your purchase history is collated in to a chart of your most frequently purchased items, this is to enable you to find you favorite products with ease, should you not wish to be able to do this you can disable the feature in the data setting in ‘my account.
We analyse the popularity of all our products to ensure we are providing our customers with what they want at the right price. During this process all personal data is removed from the our algorithms.
Your data is stored in a secure dedicated hosting facility that meets ISO 27001 requirements and also houses such things as major financial services companies and national airlines.
In the unlikely event of a personal data breach we will report this to the ICO within 72 hours of becoming aware of the breach, explaining all of the relevant details and have the results of our investigation without delay. Should the breach be likely to result in a high risk of adversely affecting any individuals’ rights and freedoms, will also inform the individuals without undue delay.
Data can be shared with undisclosed parties if so requested by order of the Court, regulatory body or law enforcement organisation.
Email retention policy
We operate a granular email retention policy based upon the subject matter and attachment contained within each individual mail. Any unsolicited financial data that is received is immediately and permanently deleted.
All of our outbound emails are sent in an encrypted during the sending process and copies are sorted on our mail servers for a minimum of 30 days, this is dependant on the subject matter and attachments.
Contact us about your personal data
Should you have any question about the use of your personal information, request the withdrawal of your information, or want to know what data we hold please email firstname.lastname@example.org or write to Data Protection Officer, Stationery UK Ltd, Digital House, Threshelfords Business Park, Feering, Colchester, Essex, CO5 9SE