Placing and Receiving an Order
When you buy something from us whether this is via our website or by telephone via our customer service team, we need to collect and process your name, email address, billing and delivery address and phone number to process and deliver your order and send your order confirmation receipt and notification of despatch.
If you choose to personalise the order for a third party (such as a friend) and/or deliver it to that third party we will collect and process their name and address (and photograph for personalised photograph gifts), again to process and deliver your order.
If you are unable for any reason to provide us with the personal information we need to process and deliver your order, then we will not be able to complete your order.
Your credit card details are not held by us, but will be held on the Secure Trading secure server (see Transaction Security).
Following your Order
We provide an online tracking service so that you can follow the progress of your order and to ensure we can efficiently process orders by minimising order queries. To provide this service we use and store your order details.
Visiting our website
Getting in touch
We have a dedicated customer service team available to help you. As set out above you can use this service to place an order by telephone. You can also use this service to answer any queries you may have, before, during and after you have placed an order. When you use this service to answer a query, we collect your name and contact details. If relevant we also collect your order details. This enables us to deal efficiently with your query.
Sending you our newsletter
When you place an order, unless you have chosen not to receive our newsletter on the order page prior to payment, we use your email address and order history to send you our newsletter containing updates on our products and promotions including those that may particularly interest you based on your past purchases.
We use a specialised email-marketing agency to do this. You can opt out of receiving these emails at any time either by sending us an email at firstname.lastname@example.org and type ‘UNSUBSCRIBE’ in the message body, or by clicking onto the ‘UNSUBSCRIBE’ link in any email we send you. When we send you our newsletter, we place a cookie on your device to understand whether you have opened the email and read the newsletter. This helps us design emails and newsletters that are interesting and appealing to our customers.
Your Shopping Basket
When you have placed items in your basket, but not quite completed your order, we collect your email address and basket contents. This means that when you return to your order your basket contents, including any personalisation, are still there avoiding the need to search for your items again. We prompt you by email to remind you your order isn’t quite finished because your basket contents will only remain recorded in the basket for a limited amount of time.
Sharing your personal information
To complete your order request, including dealing with any queries, we share your personal information with our product suppliers, postal delivery companies, our secure payment processing service supplier and our enquiry service support company.
To improve our product range, order processing and delivery service, we share your order confirmation with an independent review company, Trustpilot. If you have requested that we send your order directly to a third party, the order confirmation includes the third party’s personal information.
To improve our website content, functionality, product range and future customer’s overall shopping experience, we use code embedded on our website pages to understand website journeys to continually improve our customer’s experience of our website. The code enables some of your personal information to be collected as a result of your individual website journeys. These journeys are analysed on our behalf by customer experience and analytics companies.
To find new customers with similar tastes to you, we use a service offered by social media companies. This requires us to hash your email address on our servers. Hashing is a form of one-way encryption. The social media companies also hash the email addresses of their users. We share our hashes with the social media companies, who compare our hashes with their hashes for matches. The hashes that are not matched are permanently deleted. The hashes that do match can effectively be decrypted by the social media companies. This is because they already have the matching hashed email address from their users.
Where we share your information with other companies, we only do so where those companies have appropriate technical and organisational measures to ensure the security of your information and any processing they undertake is only carried out on the basis of our instructions.
What are your choices?
The law entitles you:
- to receive a copy of any of your personal information which we have collected;
- to request that we correct or complete personal information we have collected;
- to request that we delete or stop using or storing any of your personal information when we no longer need it;
- to object to the processing of your personal information where we are processing it other than to process and deliver your order or deal with a question you may have; and
- in some circumstances, have your personal information transferred to another organisation.
If you would like to exercise any of these choices, please get in touch using the Contact Us information below. Where we have shared your personal information with other companies, we will let them know if you exercise any of these choices.
If you believe that we have not complied with your data protection rights, you can complain to the Information Commissioner who can be contacted at https://ico.org.uk/ or by telephone on 0303 123 1113.
How long do we keep your personal information for?
We keep your personal information so that we can do all of the things we have listed above. This includes completing your order, making our website user-friendly, dealing with any queries you may have and sending you information on new promotions. We also keep order information, which can include your personal information, for our own internal financial reporting purposes as required by law. After that time we permanently delete your personal information.
Third party personal information
At your request, all our gifts can be delivered directly to their recipient. Just make sure you provide this information when you place your order and that you have the consent of the recipient (or where it is a child, the person with parental responsibility for that child) before you share any of their personal information with us.
If you have any questions or concerns about our use of your personal information then please email us at email@example.com or write to us at:
Data Protection Compliance
Signature Gifts Limited
23 Vaughan Road