Just like you, the VOCLA® team shops online for personal and business products, providing our data so that those transactions can be properly fulfilled and signing up to marketing initiatives so we can be kept up-to-date about new products and offers. We don’t want our data to be misused so we promise to not misuse yours either.
VOCLA complies with the GDPR (General Data Protection Regulations) which apply to EU citizens and the CCPA (California Consumer Privacy Act) and CPRA (California Privacy Rights Act) which apply to Californian citizens.
For all our services, the data controller, responsible for your data privacy, is VOCLA Limited (registration 07910951, registered in England). Our contact details are:
- Registered Address: Unit 2, Tilson Road, Roundthorn Industrial Estate, Manchester, UK, M23 9GF
- Phone: 0161 282 5028
- E-mail: email@example.com
If you have any questions about how we protect your privacy and use your data, please contact us in any of the above ways.
Under the new General Data Protection Regulations, we have different lawful bases to process your data:
For operational or transactional purposes (ie to fulfil your orders), we have a contractual lawful basis to process your data. We cannot send you your order and therefore complete our contract of sale with you if we cannot process your name and address details. We also have a legitimate interest when we process personal data to prevent fraud and ensure network and information security.
For the purposes of marketing, we have a consensual lawful basis to process your data. This means that you specifically provide consent, you can opt in and out of specific marketing initiatives, you are in charge, providing and removing your consent whenever you wish.
YOUR PERSONAL DATA
This includes your name, billing address, delivery address, phone number, IP address, account username and e-mail address.
HOW WE USE YOUR PERSONAL DATA WHY? To deliver your purchases to you We have to use your details to fulfil our contract of sale with you – we can’t send you your order if we don’t have your name & delivery address To send you service messages We have to use your details to fulfil our contract of sale with you – we can’t let you know that your order has been dispatched or provide tracking numbers if we can’t e-mail or send you an SMS To detect & prevent fraud We need to detect and prevent fraud against VOCLA® and yourself, for example we will match the location of your IP address to your billing and delivery address which helps us determine if a card may be stolen
To identify you
We need to check your identify when you login, to keep your data safe and comply with legislation
To send you information about new products & services or special offers
We only do this when you opt in, providing us with consent. You can remove consent at any time. Please see section 4 Marketing below
To send you updates about your account, our service, and our Terms & Conditions
We legally have to do this as part of our contractual commitment with you To direct you to the right page of our Website We can more efficiently get you to the products and information that is most relevant to you, for example, products that you previously viewed To display VOCLA® adverts as you surf the web This lets you see information about new products & services or special offers. We only do this if you have cookies enabled on your browser and opt into marketing cookies. You can stop this by clearing your browser cookies
YOUR COMMUNICATION DATA
This includes e-mails you have sent us, messages sent through our online contact form and messages on social media (eg Twitter and Instagram). We do not currently record phone calls. We keep e-mails for six months. We are unable to delete social media messages as these are kept by those respective platforms.
HOW WE USE YOUR COMMUNICATION DATA WHY? To provide customer service and support We need to answer your enquiries and we need to communicate with you if there is an issue with an order To train staff We need to use enquiries to train our staff so they can provide a great service to you in the future
YOUR PAYMENT DATA
When you input payment details on our website, that section of the website is fully encrypted and operated by our payment processor, Stripe, who holds all the necessary SSL security certificates to keep your payment details secure. If you use Clearpay/Afterpay or Klarna, they will review the data that your provide and by completing their application, you are submitting your personal data to them.
VOCLA® does not collect or see payment data such as your specific card details. However, we are able to see some generic transaction data (eg whether you input a correct 3D secure password or not). This transaction data is only used to review for fraud, for which we have a legitimate lawful basis.
HOW WE USE YOUR PAYMENT DATA WHY? To assess whether payment has successfully been taken for an order We need to verify with the payment processor, that payment has been made, so that a contract of sale exists and we can then dispatch your order To provide refunds where necessary We have to find your transaction details on merchant accounts and use these to request a refund to be made To detect and prevent fraud using fraud management systems We need to use this to detect and prevent fraud against VOCLA® and yourself To verify a delivery address where payment is placed through a Paypal account, rather than by card Where payment is made through a Paypal account, Paypal will provide your verified delivery address on that account, helping us to reduce fraud and ensure your order is dispatched to the correct address To offer you Buy Now Pay Later options
If you opt for Klarna or Clearpay as a payment option, we will pass your personal data in the form of contact and order details to those payment providers, in order for them to assess whether you qualify for their payment methods and to tailor those payment methods for you. Your personal data is transferred in line with their privacy notices.
YOUR ACTIVITY ON OUR WEBSITE
* Your order history
* Your wish-list, if you create this
* Your subscription data, if you have a VA Club underwear subscription
* Your basket data – saved and abandoned carts
* Details of recently viewed products
* Your broswsing data
If you decide to hold an account with us, you can view your order history within this account. If you create a wish-list, you can view saved items which you can also e-mail to someone else. If you put items into a basket, but are not ready to pay for those items, you can save the basket for later, and you will receive abandoned cart e-mails via our Klaviyo provider, to allow you to checkout easily when ready.
HOW WE USE YOUR ACTIVITY DATA WHY? To help you complete an order It’s much easier, faster and more practical for you to complete an order at a later date if you’ve saved items and baskets or you are e-mailed with a link direct to a saved basket To provide customer service & support
If you have a question about a previous order, you may wish to see the order details in your order history, and we will need to view your order history to follow-up your enquiry
If you have trouble completing a transaction, we will need to view the order details to help you
To complete returns We have to view your order history to complete a return and fulfil our contract of sale with you – we can’t refund an item on an order if we can’t view that order To request service reviews
We use Trustpilot to gather reviews of our service and store, if you have an order history. This helps identify issues, provides praise and feedback to employees, and gives potential customers an independent opinion on the service. It is your choice as to whether you provide a service review
To request product reviews
Our e-commerce system requests product reviews, based on your order history, if you provide consent on the checkout page. Product reviews help others to decide which items may be of interest, providing more independent opinions on products
To help you save items of interest for a later date
It’s much easier, faster and more practical for you to be able to save items of interest in a wish-list so that you can come back to purchase them when you are ready.
You may want to e-mail your saved items/wish-list to friends and family for a birthday or maybe even Santa!
To detect and prevent fraud
Reviewing your order history is one way that VOCLA® can help detect and prevent fraud
To manage your VA Club subscription
If you have an underwear subscription, we cannot send you the correct size, quantities, and styles, if we don’t have your preferences on record
To send you automated basket abandonment e-mails
To identify issues with our e-commerce store
We collect browsing data and statistics through Google Analytics. This helps to show how customers ‘collectively’ browse and flow through our website, helping us identify issues so that we can fix them or improve the shopping experience.
YOUR DEVICE AND BROWSER DATA
We cannot use your device (eg mobile, tablet, desktop) and browser data (eg the browser used, the version of that browser) to specifically identify you, but we use Google Analytics and Klaviyo to review the devices and browsers which our website visitors collectively use.
HOW WE USE YOUR DEVICE AND BROWSER DATA WHY? To collectively review which browsers and devices our customers use to view our online store To help develop our online store to provide a better shopping experience – we need the store to work well on the most popular browsers and devices To collectively review who our visitors are – if you have enabled cookies on your browser, Google Analytics collects and reviews the geo-location, demographics and interests that it believes you have, based upon your browser cookies and surfing habits To help us to understand our visitors better so we can provide a better online store and shopping experienceYOUR SOCIAL MEDIA DATAIf you leave comments or engage with our social media profiles, we and others can see those comments and engagements. Social media platforms also gather data about you (and us) which allows businesses such as ours to collectiviely understand who their followers are (ie their general demographics). HOW WE USE YOUR SOCIAL MEDIA DATA WHY? To collectively review the demographics of our followers Social media platforms allow us to view insights about the collective demographics of our social followers, which helps us understand who our potential customers are so we can make more relevant social media posts, and improve the product offering and service of our Website over time, tailored to the needs of our followers To view and respond to comments on social posts So we can engage with you, afterall that’s why you engaged with a social post. But we also value your opinions and wish to monitor the opinions of our followers, so we can improve our product offering and service To read & respond to social media messages If you contact us via social media messaging, we need to be able to read your enquiry and respond to you To share or retweet posts If you have tagged VOCLA in a post, we may retweet or share this to followers as a mark of respect to you. We can remove any retweet or share, at any time, if you ask us to. To create social media posts We would ask you first, and if you gave us permission, we would create a social post using your photo, so others can see how you rock! We would always ask you first.
We do not sell any information or data to any third party.GOOGLE FONTSWebsites that use Google Fonts allow Google to track usage of their fonts, which can identify your IP address. VOCLA uses a google font but this font has been downloaded onto our server. The fonts on our website are therefore generated directly from our server, to avoid any tracking of customer data by Google.
Under the GDPR regulations, we have a consensual lawful basis to process your data for marketing purposes.
If you have consented to us doing so, we will send you direct marketing messages to keep you aware of our new products, abandoned carts, special offers, exclusive deals and developments at VOCLA®. There are subscription forms on our website, where you can consent to these marketing messages.
You can select which methods you consent to, whether that be by e-mail or SMS text or both. It is entirely your choice, you do not have to consent to anything.
You can change your consent to direct marketing preferences at any time, in the following ways:
- By unsubscribing on e-mails or replying to SMS messages
- By contacting us via e-mail, phone, or by post
We will update your details within 7 days.
Ending marketing messages will not affect communications necessary to fulfil a contract of sale with you, so you will still receive communications in relation to orders you place because under GDPR, we have a contractual lawful basis to process your non-marketing data. Your consent is only necessary for marketing communications where under GDPR, we have a consensual lawful basis to process your data.
The marketing platform we use for E-mail and SMS marketing is based in the USA, therefore data is transferred outside the EU. The marketing platform has incorportated the European Commission’s Standard Contractual Clauses into their Data Protection Addendum and terms of service.
4.1.1 E-Mail Marketing
VOCLA uses an external marketing platform to send you e-mail marketing messages, where you have specifically given consent to these. You can select which type of e-mail newsletters you receive (eg menswear and/or fetishwear). E-mails are collected on subscription forms embedded on our website and the data is held on the marketing platform. E-mail addresses are not shared with anyone other than that platform (for the purposes of providing the e-mail marketing services to which you consent) and they are not sold to anyone. You can unsubscribe from e-mail marketing at any time by clicking ‘unsubscribe’ at the bottom of any e-mail.
4.1.2 SMS Marketing
VOCLA uses an external marketing platform (who in turn uses Autodialer) to send you SMS marketing messages, where you have specifically given consent to these. Phone numbers are collected on subscription forms embedded on our website, with clear notifications that by subscribing or ticking an SMS marketing box, you will receive SMS marketing messages. The phone number data is stored on the marketing platform. Phone numbers are not shared with anyone other than the marketing platform (for the purposes of providing the SMS services to which you consent) and they are not sold to anyone. You can unsubscribe from SMS marketing messages at any time by replying ‘STOP’ to the message or clicking the unsibscribe link in a message. Message and data rates may apply. Message frequency varies.
4.1.3 E-Mail Abandoned Cart E-mails
4.1.4 Product Reviews
VOCLA uses a WooCommerce plugin to collect product reviews that may be helpful to other customers. On our checkout, you are requested to explicitly give consent for us to request a review at a later date. This provides us with permission to contact you to make the request. If you do not give consent, we will not contact you to make the request. If you proceed to make a product review, we make you aware that the review may be displayed on our website, showing your name or the name that you have given (you can of course anonymize your name) and that the review may be fed to our Google Merchant account and displayed on our Google Shopping products (although no personal details are fed to or displayed on Google). You may request us to remove your product review(s) at any time by e-mailing firstname.lastname@example.org. If you have added pictures to a review and would like us to remove those but not the text of the review, we can also do this.
Your rights in relation to your personal information are as follows:
Please contact us via e-mail or by post to have your data deleted. Once deleted, we can no longer process or collect it
The right to stop direct marketing messages
You can change your marketing preferences, at any time within your account, by unsubscribing to e-mails, replying STOP to SMS messages or by contacting us The right to portability – you may request us to transfer your data to another organisation Please contact us via e-mail or by post to transfer elements of your data The right to complain to your data protection regulator Within the UK, you can complain to the Information Commissioner’s Office but we would ask that you contact us first so we can try to resolve any issues