Privacy Policy

Privacy Policy – Callow retail Ltd

We collect certain data from you directly, such as information you enter yourself for placing an order. This will include your email address as we will need this to send updates on the progress of your order, or may need to contact you if a courier has problems with the delivery – or even if we need to arrange a time. The same is true of your telephone number. Of course, we need your address to be able to deliver the order.

We also collect some data automatically, like information about your device and what parts of our website or products on display you interact with or spend time using. This is automatically collected and used for analysis purposes only.

We will not use your data to target you in any Direct marketing, we will not pass on your data other than to organisations that need it to fulfil our contract with you.

Data you Provide to Callow

Your data that is provided will only be for the fulfilment of your order, or enquiry. For example, if you email us to ask a question about a product or delivery timescale, we will only use the data you provide to respond to that enquiry. If it is not required, it will not be passed on to any other party. Your email will then be deleted and removed from the email server.

When you make an online purchase, we take

1. your name,
2. company name
3. Billing Address including Postcode
4. Contact telephone numbers
5. Email Address
6. Delivery Address – if different

When you shop with us, we do not force you to make an account with us, you can checkout as a guest within our bespoke software. However – we do need to retain your details to fulfil the order, keep you updated with the progress of the order and have the ability to contact you in connection with the order. We call this performance related and has no connection with marketing.

Your details are kept for longer than the fulfilment process, this is because we offer a warranty and we need to keep your information for at least the warranty period – normally 12 months. We also have certain obligations with HMRC and other authorities that insist we keep certain records to substantiate VAT claims or similar. Your records will be kept secure and are not profiled in any way.

Payment data

When you shop with us you need to provide data to be able to successfully pay for the items being ordered. This will mean providing your card details to process a card not present transaction. This transaction is processed within the guidelines of the “payment Card Industry Standards (PCI Standards) which we are audited annually to able to have the facility of doing so. In addition, our website is hosted securely, and you can see the https:// which indicates a secure facility. When you are giving your card details, your are actually being passed to a Payment gateway, which currently is either “sagepay” or “paypal” depending on your payment method choice. We have also ensured that this is payment process is hosted securely, that the providers are authorised and comply with the latest legislation relating to your privacy and Security. We do not actually see or hold the details of your cards. In addition, we do not have access to your Paypal account.

Our Payment gateway Partners are authorised and regulated and work within the guidelines required. It is your right to ask us for their details if you require them.

• If you call us to place an order, we will take the same details. The difference being that we will process the card payment for you so will have to ask for the card number, expiry date, name on card and Security code (CVV). Your card payment will be processed via our order processing system, which is also securely hosted and linked securely to our Mail order Trading Facility in Sagepay. We do not store your card details in anyway and your address details are entered directly on to our order system.

Automatic data collection

 When you visit our website, we (“we” also refers to our partners that develop our systems and digital architecture) collect certain data by automated means which include – System data such as type of device, computer and your IP address that is used to access our website, the operating system you are using and version, what web browser you use, which language and country.

We also record usage type data, which we call analytics, this is information such as what buttons you press on our website, how long you are on a page for, how you navigate through our pages, the sales process and search queries.

The data listed above is collected by our partners through the use of server log files and tracking technologies, as detailed in the “Cookies and Data Collection Tools” section below. It is stored by our partners such as the web developers and Google analytics or Webmaster tools and associated with your account. 

How we obtain this data

We use tools like cookies, analytics services and advertising providers to gather the data listed above. Some of these tools offer you the ability to opt out of data collection. 

These tools automatically obtain, and track data as described above in our automatic data collection section. This data is then gathered together so that we can form business decisions and not profiling of you as a person. It is used to “aggregate” data that shows us as a business certain key indicators to suggest how “people” behave and not “you” as an individual or not to profile you.

We use cookies (these are small files that websites post to your device or PC to uniquely identify your browser or device or to store data in your browser). We use these for analytics as described above and to help personalise your visit for you or even to make it easier for you to access your account and for our website to recognise you when you return to the site. 

Our website will confirm we use cookies and you can turn these off via your web browser if you prefer.

Online Advertising 

We use 3^rd party companies such as Google, Amazon, Facebook, Bing to advertise our products directly to people searching for similar products to buy. This advertising may be based on things we know about you because you have visited us before, as described above or things that the advertising companies know about you for the same reasons. 

What do we use all this data we collect for

Our company use your data to be able to provide a service you have requested or shown an interest in or to communicate with you. We also can use the date to identify and rectify problems and even to help secure or protect you and others from fraud, as a result of this some of the information has to be kept to enable to fulfil our legal requirements. 

We use your data to:

• Process your orders or request for information
• Communicate with you about your account or orders
• Responding to your questions and concerns;
• Sending you order, product or question related messages and information
• Contact you by telephone to arrange delivery of a large pallet item or problem with an undelivered order
• Manage your account or log in preferences relating to the account you have created with us
• Contact you to Solicit feedback from you in connection with our product and service satisfaction
• Ask you to help us Improve our Services and products
• Analyze data for trend purposes and traffic assessing and analysing , track purchases made by you
• Advertise our products on third-party websites
• As required or allowed within UK law (or our sole Professional discretion), otherwise as we see correct to ensure the safety or integrity of our users, employees, third parties, the public, or our Services

Please note – as part of our commitment to Customer Service and satisfaction, we do send follow up emails after the order is delivered to ask for your thoughts on our level of service and the product itself. We only send this email once and we will not include any marketing or promotional material.

This type of email is not based on consent, but rather our legitimate interests in performance related processing.

Who we share with

• Couriers and Carriers that delivery your orders
• Payment gateways such as Sagepay, Paypal and paypoint
• Website Development Companies
• Social Media companies
• Analytical companies such as google for analytics and performance metrics
• Order processing companies who secure and develop our order processing software
• Third party product providers to fulfil orders not held at our location
• We may share certain statistical data with 3^rd party marketing companies to help with advertising – not direct marketing.

We may well share information as required by law:

o   Tax, HMRC and other obligatory company requirements

o   As requested by Authorities with Warrants

o   As requested with organisations with correct DPA Authority

o   For Security and Integrity reasons only buy people with correct jurisdiction

Your Rights

o   To request what data is held

o   To amend data held

o   To delete data that is held – only data that is no longer also required by us

o   To deny cookies – through tools on your Browser

o   To terminate your account

o   To opt out of any marketing mails or communications we may send after opting in

To facilitate any of the above requests – please email sales@callowretail.co.uk

Cookie Policy

What are cookies?

Cookies are small text files stored by your browser as you browse the internet. They can be used to collect, store, and share data about your activities across websites, including on our websites. Cookies also allow us to remember things about your visits to us, like your preferred language, and to make the site easier to use.

We use both session cookies, which expire after a short time or when you close your browser, and persistent cookies, which remain stored in your browser for a set period of time. We use session cookies to identify you during a single browsing session, like when you log into our website account area. We use persistent cookies where we need to identify you over a longer period, like when you request that we keep you signed in.

Why we use cookies and similar technologies?

We use cookies and similar technologies such as, pixel tags, or local shared objects (“flash cookies”), to deliver, measure, and improve our services in various ways. We use these cookies both when you visit our site and services through a browser and through our mobile app. As we adopt additional technologies, we may also gather additional data through other methods.

We use cookies for the following purposes:

• To log you into the website
• To protect your security
• To help detect and fight spam, abuse, and other

For example, cookies help authenticate your access to our website and prevent unauthorised parties from accessing your accounts.

• To remember data about your browser and your preferences

• To remember your settings and other choices you’ve made

For example, cookies help us remember your preferred language or the country you’re in, so we can provide content in your preferred language without asking each time you visit.

For example, cookies help us test different versions of our website to see which features or content users prefer, and cookies help us see how you interact with our website, like the links you click on as mentioned earlier.

We also work with a number of analytics partners, including Google Analytics Google webmasters tools, who use cookies and similar technologies to help us analyse how users use the website, including by noting the sites from which you arrive. Those service providers may either collect that data themselves or we may disclose it to them.

You can opt out of some of these services through tools like the Google analytics opt-out browser facility

What are my privacy options?

You have a number of options to control or limit how we and our partners use cookies:

• Most browsers automatically accept cookies, but you can change your browser settings to decline cookies by consulting your browser’s support articles. If you decide to decline cookies, please note that you may not be able to sign in, customize, or use some interactive features in the Services of our websites.
• Flash cookies operate differently than browser cookies, so your browser’s cookie-management tools may not remove them.
• For general information about targeting cookies and how to disable them, visit www.allaboutcookies.org.