PRIVACY POLICY

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.

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: contact@vocla.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 or via the contact form or chat system on our website.

We may change our Privacy Policy from time to time, to reflect changes in how we process your data.

1. OUR LAWFUL BASIS FOR PROCESSING YOUR DATA

Under the new General Data Protection Regulations, we have two lawful bases to process your data:

For operational purposes (ie to fulfil your orders), we have a contractual lawful basis to process your data. For example, we cannot send you your order and therefore complete our contract of sale if we cannot process your name and address details.

For the purposes of marketing (eg e-mail, SMS and direct mail), we have a consensual lawful basis to process your data.  You can opt in and out of specific marketing initiatives, you are in charge, providing and removing your consent when you wish.

2. USING YOUR DATA

YOUR PERSONAL DATA

This includes your name, billing address, delivery address, phone number, IP address and e-mail address. We do not gather sensitive or special category data such as your date of birth, ethnicity or gender.

Websites 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 and the fonts on our website are generated directly from our server, to avoid any tracking of customer data.

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.

YOUR PAYMENT DATA

When you input payment details on our website, that section of the website is fully encrypted and operated by our payment processors, Paypal and Stripe, who hold all the necessary SSL security certificates to keep your payment details secure.

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 .

YOUR ORDER HISTORY, SAVED BASKETS AND WISHLISTS

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.

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 to review the devices and browsers which our website visitors collectively use.

3. SHARING YOUR DATA

We do not sell any information or data to any third party ever. However, we do share your information with the following companies, who process elements of your data, often in order to fulfil our services and contract with you, to meet our legal obligations or to provide marketing services to where you have explicitly consented to this.

• Our couriers, such as Royal Mail (and their service providers abroad where an order is delivered outside the UK), for example:
  • To generate a delivery label for your parcel
  • To generate export documentation for your parcel, if delivered outside the UK
  • To electronically inform Customs authorities about details of the package where this is required outside the UK, allowing faster Customs processing
  • To communicate about missing and late parcels
  • To investigate and make compensation claims for missing and late parcels
• Our e-commerce system providers, Wordpress and WooCommerce, related e-commerce plugin and theme providers and our website and hosting support providers, who host our website, provide the Content Management System which holds your data, provide development and support services.
• Our payment merchants, Paypal and Stripe, who provide the payment gateways on our website. You input your payment details into their payment gateway and they encrypt this so nobody else, including us, can see it. We provide details of your order, such as the value and currency, so the transaction can be completed. Likewise, if you opt for Klarna or Clearpay Buy Now Pay Later options, your order details and contact details are passed to those providers, so they can assess whether your qualify and to tailor those payment methods for you. Data in transferred in line with their privacy policies.
• eBay, where you place an order through our eBay store. We provide eBay with delivery details such as your tracking number so that we can fulfil eBay’s requirements and our contract of sale.
• Google, whose  Analytics code is embedded on our website, so we can review how visitors with enabled cookies on their browser use the website, allowing us to improve it. The code also helps us to identify which marketing initiatives generate our sales. The retention period for data sent to Google Analytics that is associated with cookies and advertising identifiers is retained for 38 months and then automatically deleted. We are unable to identify specific individuals from the cookie data and advertising identifiers, it is collective data.
• Our advertising partners who may show you VOCLA® adverts after you have left the website. This would only occur if you opted into marketing cookies.
• Our marketing providers (eg Mailchimp). Only if you have given prior consent (see section 4 Marketing), we transfer to them, the data which is necessary to send you marketing activity to which you have subscribed. Mailchimp is based in the USA and therefore, when we transfer data from our website system to Mailchimp, we are transferring the data outside of the EU. Mailchimp is compliant with the GDPR regulations, EU-US Privacy Shield and Swiss-US Privacy Shield Regimes in order to lawfully transfer EU personal data to the USA.
• Live Chat if you use our chat system. They store details of chat transcripts which may contain personal data.
• Affiliate Marketing Providers, if you linked through to our website from an affiliate, will log the order details in order to recognise any commission due to those affiliates. Your personal data will not be logged.
• Law enforcement agencies, if and where we are required to do so by law.

4. MARKETING

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, special offers, exclusive deals and developments at VOCLA®.

You can select which methods you consent to, whether that be by e-mail, SMS text, mail or a combination of all these. You can also select which type of e-mail newsletters you receive, so you receive only those of interest to you. 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, online website contact form, website chat system or by post
• Our Cookie logging provider, Cookiebot, records your consent to strictly necessary and marketing cookies when you first visit the website and requests consent again when every 12 months or whenever you clear the cookies within your broswer 

We will update your details within 7 days, although unsubscribing on an e-mail or SMS takes immediate effect.

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 data. Your consent is only necessary for marketing communications where under GDPR, we have a consensual lawful basis to process your data.

5. KEEPING YOUR DATA

We will hold your data for as long as you hold your account with us, or as long as is required to be able to provide our services and support to you.

You have the right to request that we delete your data (see section 6 Your Rights). However, we may keep hold of your data as required, even after you close an account or it is nolonger necessary to provide services to you, in order to meet legal or regulatory requirements. For example, under VAT legislation, we need to keep your order information for 6 years.

Communication e-mails and messages are kept for 6 months and then deleted.

We will continue to provide marketing services using your data for as long as you provide consent to this. You can remove your consent at any time as detailed in section 4 Marketing.

Data sent to Google Analytics that is associated with cookies and advertising identifiers is retained for 38 months and then automatically deleted.

6. YOUR RIGHTS

Your rights in relation to your personal information are as follows:

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