PRIVACY POLICY
LAST UPDATE: 06.04.2024
Like you, the VOCLA® team shops online for personal and business products, providing our data so transactions can be properly fulfilled. We subscribe to marketing initiatives to stay up-to-date about new products and offers. We don’t want our data to be misused so we promise not to misuse yours.
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, contact us in any of the above ways.
We may change our Privacy Policy from time to time, to reflect changes in how we process your data and the date of the last update is at the top of this page.
- OUR LAWFUL BASIS FOR PROCESSING YOUR DATA
Under the 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 for processing 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 marketing (eg e-mail, SMS and direct mail), we have a consensual lawful basis for processing your data. This means that you can opt in and out of specific marketing initiatives, you are in charge of providing and removing your consent when you wish.
- 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.
| 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 and delivery address |
| To send your electronic gift vouchers | We have to use your e-mail address if someone buys you a gift voucher, so we can e-mail you the gift voucher |
| 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 and prevent fraud | 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 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 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 so you can stop this by clearing your browser cookies |
| To send you automated basket abandonment e-mails | If you input your e-mail address at the checkout but fail to complete a purchase, we will automatically e-mail you with a link that allows you to easily complete the purchase if you wish. These e-mails will stop after 24 hours |
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 one year. We are unable to delete social media messages as these are kept by those respective platforms and subject to their privacy policies.
| 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 processors, Paypal, Stripe, and Revolut, who hold all the necessary SSL security certificates to keep your payment details secure. If you opt for a Buy Now Pay Later service such as Klarna or AfterPay, they will process the data you provide to them, as part of an underwriting process, in agreement with their privacy policies.
VOCLA® does not collect or see payment data such as your specific card details. However, we can see some generic transaction data (eg whether you input a correct 3D secure password). This transaction data is only used to review for fraud. For subscription services, you authorise a recurring payment and the payment details are held and encrypted by the payment platform you use.
| 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 the payment platforms’ 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 |
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 and e-mail this 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.
| HOW WE USE YOUR PURCHASE HISTORY, SAVED BASKETS AND WISHLISTS | WHY? |
| To help you complete an order or save items of interest for a later date | 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 |
| 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 the 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 detect and prevent fraud | Reviewing your order history is one way that VOCLA® can help detect and prevent fraud |
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. We Google Analytics to review the devices and browsers our website visitors collectively use. Data provided to Google Analytics is anonymized and only provided where consent is given to Performance cookies. We can view your IP address, as highlighted above, and we use this to prevent fraud.
| 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 understand our visitors better so we can provide a better online store and shopping experience |
- SHARING YOUR DATA WITH THIRD PARTIES
We do not sell any information or data to any third party. However, we share your data with the following third parties, who process elements of your data, to help fulfil our services and contract with you, meet our legal obligations, or provide marketing services where you have explicitly consented to this.
- Our couriers, such as the Royal Mail, Fedex, and DHL (and their service providers abroad where an order is delivered outside the UK), for example:
- To share your address data to generate a delivery label for your parcel
- To generate export documentation for your parcel, if it is being delivered outside the UK
- To inform Customs authorities about details of the package where this is a legal obligation required outside the UK
- 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 plugins and theme providers and our website and hosting support providers. They host our website, provide the Content Management System which holds your data, and provide development and support services. Some of these providers can see your personal data and process it in order for the website and our service to function properly.
- Our payment merchants, Paypal, Revolut, and Stripe, 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 gateways with details of your order, such as the value and currency, so the transaction can be completed. We also offer Klarna and Afterpay/Clearpay Buy Now Pay Later options, and we pass them order details so they can assess your eligibility. When applying for these payment options, you need to agree to their privacy policies and terms. The privacy policies of payment merchants are: Paypal Privacy Policy, Revolut Privacy Policy, Stripe Privacy Policy, Klarna Privacy Policy, Afterpay Privacy Policy
- 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. When you use the eBay messaging service to communicate with us, you provide us with consent to respond. Please see the eBay Privacy Policy.
- Google (or parent company Alphabet) – we use Google Analytics for performance and statistical measurement, Google AdWords for advertising, Google Search Console which is a webmaster tool, Google SiteKit to provide a performance dashboard summary of Google tools, Google Tag Manager to centralise tracking snippets or code, Google Workspace for storage, network and browser facilities & G-Mail for e-mail accounts. Please see the Google Privacy Policy.
- We use Google Tag Manager to embed code on our website which allows us to, for example, link to Google Analytics, Google Adwords, and other marketing platforms, where the user provides consent on our Cookie management tool, as well as manage cookie consent (in particular Cookie Consent V2 under EU legislation) to meet different worldwide legislation.
- We use Google Analytics to monitor website performance, review how visitors use it, and measure where, when and how visitors find our website. The data is anonymized and only provided if a user consents to Performance cookies on our Cookie management tool.
- We use Google Search Console to, for example, monitor the keywords visitors use on Google Search to find our website, track the performance of pages on our website, identify errors on our website, and submit website pages to the Google Search platform.
- We use Google Workspace to, for example, centralize management of the Chrome browser across our company, to provide employees with e-mail facilities through G-Mail, to control spam e-mails, and storage facilities through Google Drive.
- We use Google AdWords for advertising and remarketing services. When you click on these adverts, Google measures any conversions so they can report on the success of advertising. Your data is anonymized unless you provided consent to Marketing cookies on our Cookie management tool, in which case Google can match some customer data (which is ‘hashed’ in compliance with EU legislation) to any Google account to improve advertising performance. Google AdWords is also fed ‘enhanced conversion’ data, again in compliance with Cookie Consent V2 legislation. Google AdWords is used for remarketing services, to show you adverts after you have left the website, and only if a user consents to Marketing cookies on our Cookie management tool.
- Our marketing system providers – only if a user provides consent to Marketing cookies on our Cookie management tool or provides specific consent by subscribing to marketing (see section 4 Marketing), we transfer data necessary to send you the marketing activity to which you have subscribed. Some examples are:
- Omnisend – we use to track how customers flow through our website, to manage abandoned carts, e-mail and SMS campaigns for which you would give explicit approval. Please see the Omnisend Privacy Policy
- TextMarketer – we occasionally use for SMS campaigns, for which you would give explicit approval. Please see the TextMarketer Privacy Policy.
- CusRev – we use to e-mail automatic shop and product review requests, only where visitors have given explicit consent to do so on our checkout page.
- AWIN affiliate marketing – code is included on our website so AWIN can track any leads from affiliates. This allows them to allocate commissions to the relevant affiliates. Your order number, value, date and any coupon codes used, are passed to AWIN, but your personal details are not. Please see the AWIN Privacy Policy.
- Law enforcement agencies, if and where we are required to do so by law.
- DIRECT MARKETING
Under the GDPR regulations, we have a consensual lawful basis to process your data for marketing purposes.
If you consent, we will send you direct marketing messages about new products, special offers, exclusive deals and developments at VOCLA®, abandoned carts and products you viewed on the website.
You can select which methods you consent to, e-mail, SMS text, remarketing or a combination. It is entirely your choice, you do not have to consent to anything.
You provide consent in the following ways:
- You subscribe to e-mail or SMS marketing on our Omnisend platform through a subscription form on our website
- You subscribe to abandoned cart e-mails and remarketing from Omnisend or Google AdWords, through acceptance of Marketing cookies on our Cookie Management Tool
You can change your consent to direct marketing preferences at any time, in the following ways:
- Within your customer account
- By unsubscribing at the bottom of e-mails or replying to SMS messages
- By contacting us via e-mail, phone, online website contact form, website chat system or by post
We will update your details within 7 days, although unsubscribing on an e-mail 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. Your consent is only explicitly required for marketing communications.
- KEEPING YOUR DATA
We will hold your data for as long as you have your account with us, or as long as is required to be able to provide our services and support to you.
Communication e-mails and messages, such as customer service enquiries, are kept for 1 year and then deleted.
We provide marketing services using your data for as long as you provide consent. You can remove your consent at any time as detailed in section 4 Marketing.
User and event data sent to Google Analytics, associated with cookies and advertising identifiers, is retained for 26 months and then automatically deleted.
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.
- YOUR RIGHTS
Your rights in relation to your personal information are as follows:
| YOUR RIGHTS | HOW THE RIGHT IS APPLIED |
| The right to be informed – you have the right to know what data is being processed and how | This Privacy Policy details how your data is used |
| The right to access the information we hold about you | Please contact us via e-mail to access the information we hold |
| The right to rectification – you may request us to correct inaccurate data or complete incomplete data | Please use your account or contact us via e-mail to correct any inaccurate information |
| The right to be forgotten – you may request us to delete your data without undue delay | Please contact us via e-mail to have your data deleted. Once deleted, we can no longer process or collect it. Please be specific about which data you wish to be deleted. For example, do you want just your customer account deleting or do you also wish to be unsubscribed from e-mail marketing? |
| The right to stop direct marketing messages | You can change your marketing preferences, at any time within your account, by unsubscribing on 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 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 you have to give us the opportunity to address any complaint first |
COOKIES
LAST UPDATE: 06.04.2024
We all love a tasty Oreo cookie but sadly this policy is about a different type of cookie!
At VOCLA® we want to ensure that the website looks good, has plenty of features, is personalized for you, and functions properly. To help us to do this, our website uses cookies.
1. WHAT ARE COOKIES?
A cookie is a small file of letters and numbers written or downloaded to a device’s hard drive when you access a website. Unless you have indicated your objection, using the Cookie Management Tool, we may issue cookies to your computer when you log on to and use this website.
2. WHY DO WE USE COOKIES?
We use cookies for several reasons but some examples are:
- Cookies allow us to recognise that you have visited our website before and remember your preferences making it easier for you to shop on our website.
- Cookies allow us to store and quickly retrieve login information on your computer so you don’t need to type it into the website every time you return.
- Cookies allow us to remember the goods that you have clicked to purchase on one page so that they are added to your basket.
- Cookies help us collect information about how you found our website, where you access it, and how you use it. Therefore, we can improve it.
- Cookies help us ensure any marketing you see is relevant and useful to you.
The primary reason we use cookies is to ensure that our website functions properly (strictly necessary cookies), is personalized as best it can be (functional cookies) and to monitor how the site is found and used (performance cookies).
Our cookies do not store information which could be used to identify you personally, such as your contact details.
3. TYPES OF COOKIES
There are four types of cookies:
STRICTLY NECESSARY COOKIES (AKA TECHNICAL)
These are cookies that are required for the operation of our website. They save information required for the website to function properly. They include, for example, cookies that enable you to log into secure areas of our website, use a shopping cart or make use of e-billing services. Strictly necessary cookies do not require consent under GDPR and the CPRA. They are usually session cookies which means they disappear after your visit.
PERFORMANCE COOKIES (AKA ANALYTICS)
These cookies allow us to gather data on how visitors use our website, which pages are visited most often, or if there are error messages. This helps us improve the website, for example, by ensuring that visitors can easily find what they are looking for. These cookies monitor the performance of the website as you interact with it. They include, for example, cookies that count page visits, idle time, bounce rates, and load speeds. VOCLA generally uses Google Analytics to gather data about website performance, using Google Tag Manager. They can be either session or persistent cookies.
FUNCTIONAL COOKIES (AKA PERSONALIZATION)
These cookies recognise you when you return to our website or they personalize your experience on the website. They include, for example, cookies that maintain items in your basket for a return visit, cookies that let you review products and comment on blog posts, or cookies that identify the country of your IP address and then show you the appropriate currency prices for products (geo-targeting). They are not vital for the website to run. But they make your experience much better and more efficient. They are anonymous and don’t track your browsing activity across other websites.
TARGETING COOKIES (AKA ADVERTISING)
These cookies are designed to gather information from you on your device to display advertisements to you based on relevant topics that interest you. Advertisers place these cookies on a website with the website operator’s permission. For example, assume you see an ad for a product on Facebook, click on it, add it to the basket, but don’t purchase it, when you close the website and continue browsing the internet, these cookies allow advertisers to show you similar products on other websites.
Session cookies last for a session ie when you launch a website until you leave the website or close your browser window. They contain information stored in a temporary memory location which is deleted after the season ends. They are never stored on your device. They are also known as transient, non-persistent, or temporary cookies. These session cookies generally help the website to function. Session cookies allow websites to remember users within a website when you move between pages. They are therefore vital for user experience. For example, a session cookie remembers items you put into your basket whilst on the website, so when you are ready to checkout, they are still there in the basket. They are strictly necessary cookies and do not require consent from the website visitor.
Persistent cookies last for longer than the session. For example, a cookie that recognises that you have visited the website before.
4. COOKIE PREFERENCES AND MANAGEMENT
When you visit our website, you will see a Cookie Management Tool pop-up, operated by Cookiescript. This allows you to:
- Accept or decline all or any of the above types of cookies. However, you cannot remove consent to strictly necessary cookies as the website would not function
- Review a list of cookies on our website, following a scan by Cookiescript
- Link to our privacy and cookie policies
If you click on the cookie in the bottom left of the screen, the pop-up will open, allowing you to change your consent on any website page.
Cookiescript provides us with a Consent Management Platform, to obtain user consent, in compliance with GDPR CCPA, LGPD and CNIL regulations. But Cookiescript is also a preferred partner for Google Consent Mode V2. This allows us to comply with Google enhanced data protection and privacy controls. Our Google Tag Manager tool records your consent preferences on every page you visit and acts accordingly on that consent.
Don’t forget that you can clear cookies on your device by deleting your browser and cookie history.
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