ONLINE TEAM: 01502 740422
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CUSTOMER CARE

At Collen & Clare we are here to help you with any queries you may have, ranging from placing your Order through to receiving your DeliveryAll the information you may need is below

CONTACT US

Your shopping experience at Collen & Clare is very important to us, which is why our dedicated and excellent online team are available to assist you 5 days a week


Customer Care Team Hours: Monday – Friday: 9.00am – 5.00pm (GMT)

Email: online@collenandclare.com

Tel (UK): 01502 740422

Tel (INT): +44 (0) 1502 740422

Returns Address: Collen & Clare, The Warehouse, 12 High Street, Kessingland, Suffolk, NR33 7QG, United Kingdom


Facebook: Collen & Clare

Instagram: @collenandclare

Twitter: @collenandclare

FAQ'S

About Us 


 

 

  • Is Collen & Clare an official stockist of genuine Designer brands?

All brands stocked on collenandclare.com and in our Collen & Clare stores are genuine and we are official stockists of all our brands.


Contact Us


 

  • I have a question about the website, who can I contact?

Customer Care Hours: Monday – Friday: 9.00am – 5.00pm (GMT)

Email: online@collenandclare.com

Tel (UK): 01502 740422

Tel (INT): +44 (0) 1502 740422

 

  • I would like to contact your Buying team, who do I contact?

Please send all enquiries to Vanessa, shop@collenandclare.com

 

  • What is your Returns Postal Address?

Collen & Clare, The Warehouse, 12 High Street, Kessingland, Suffolk, NR33 7QG, United Kingdom


 Careers 

  • I would like to work for Collen & Clare?

We are always looking for talented and hardworking individuals to join the Collen & Clare teams in our stores and head office. please submit your CV to: online@collenandclare.com


Shipping

  • Do you offer free shipping?

We offer free shipping on UK orders over £250 and free returns on all UK Orders


  •  Why don't you ship to my country?

We have a small selection of countries which we currently do not offer shipping too, please contact our customer service team who will be help you further

 

  • What packaging will my order be received in?

We package our orders in Collen & Clare branded tissue paper and then place them in our Collen & Clare branded boxes and mailing out bags. Sale items are packaged in our Collen and Clare tissue paper and sent out in Collen & Clare mailing bags


  •  I have only received part of my order?

          If you have ordered multiple items, they may been dispatched from different locations and arrive at different times.


  • Can I track my order?

Yes, you will be sent a tracking reference when your order has been dispatched.

 

  • Do I need to sign for my delivery?

Yes, you will need to be available to sign for your parcel when it is delivered.


  • What if I am out when my parcel is delivered?

If you are unavailable to sign for your parcel, you will be left an instruction card from the delivery driver instructing you on re-delivery options. Delivery can be attempted up to three times.

 

  • Can I change my delivery address after an order has been dispatched?

Unfortunately no, we cannot recall items or change delivery destinations once an item has been dispatched from our stores.

 

  • Do you offer Saturday delivery?

Currently we do not offer Saturday delivery, orders placed on Fridays before 12.30pm will be delivered on the Monday.

 

Payments 

  • What payment methods do you accept?

We accept most major credit and debit cards excluding American Express through our secure Sagepay Portal.

 

  • Can I pay over the phone?

No, we can not accept payments over the phone. All payments must be taken online.

 

  • How do I change the currency?

You can select currency in the top right hand corner of the site. This will show the correct prices for that currency and the correct VAT.

 

  • Is it safe to pay with my debit or credit card?

Yes, Collen & Clare Limited take personal security very seriously and abide by the Data Protection Laws of 1984 and 1998 to protect your personal information. Payment details are not held by Collen & Clare Ltd and are processed through either a secure Paypal Checkout or Secure Sagepay Checkout. For more information view our privacy policy here.


Discounts and Promotions 

  • Do you offer discount codes?

Yes, please refer to our Payments, Promotions & Gift Vouchers section on this page.

 

  • Can I use a discount code more than once?

 Unless stated, all our promo codes can only be used against one purchase.

 

  • Help, My discount code won’t work!

You need to be logged onto your Collen & Clare account to use a promo code, don’t have one? Sign up here


Ordering 

  • Do I need to create an account to order from collenandclare.com?

Yes you need to create an account to order from Collen & Clare. This can be done at the checkout or in the accounts section in the right hand corner of the site.

 

 

  • I can’t log in to my account, what should I do?

You can contact our customer care team and they will be able to assist you

Customer Care Hours: Monday – Friday: 9.00am – 5.00pm (GMT)

Email: online@collenandclare.com

Tel (UK): 01502 740422

 

Tel (INT): +44 (0) 1502 740422

 

  • I am having issues ordering, who can I contact?

Customer Care Team Hours: Monday – Friday: 9.00am – 5.00pm (GMT)

Email: online@collenandclare.com

Tel (UK): 01502 740422

Tel (INT): +44 (0) 1502 740422

 

UK DELIVERY

All standard domestic orders are dispatched from our stores using Parcelforce as default and will require a signature upon receipt of the goods. Once your order has been successfully completed and packed, you will receive an email from us confirming the successful dispatch of your parcel. Please be aware your order may be split into separate packages.

 

UK Delivery

Next Day £6.95

Available for orders placed before 12.30pm ( Excludes Saturday Delivery) 


Standard 3-5 Days* £4.95   (FREE DELIVERY on UK orders over £250)

We aim to deliver in the UK within 3-5 working days

 *This service does not include locations: Highlands & Islands of Scotland, Northern Ireland, Isle of Man, Isles of Scilly, Channel Islands (Guernsey or Jersey). Please select your area at the checkout to see relevant postal charges


We now offer a UK FREE Returns option with every order

INTERNATIONAL DELIVERY

Standard International

Price is dependent on destination. We aim to deliver within 3-5 working days in European cities, depending on destination

For specific delivery destinations or specific delivery requests please call our Online Team on 01502 740422 (Monday-Friday 9am-5pm)

ONLINE RETURNS & REFUNDS

OUR RETURNS PROCESS

We hope that you are 100% satisfied with your purchase. However, if you wish to return an item for an exchange or refund, please pop your item into the mailing bag provided with your completed 'sorry I'm sending this back' card. Returns will only be accepted if received within 14 days of customer receipt. Returns received after this period will be returned to you.

All items must be returned unworn or unused with their original tags, packaging (e.g. shoe box) and proof of payment.  It is the customer's responsibility to ensure that all items are packaged securely and where possible proof of postage is obtained. All goods will be inspected upon return and in the unlikely event that an order is sent back in an unsuitable condition we may have to return it to you

Unfortunately for hygiene reasons we cannot accept the return of underwear briefs, pierced jewellery or opened beauty products. Swimwear returns will only be accepted if the hygiene wrapping is still in place

 Fragrance, Candles and Skincare are non-refundable and can not be returned to us. 

 

We offer free UK returns on all orders. Please follow the process below:

  1. Fill out the Returns and Exchange Form located in the footer below. Please include your web order reference and if you require a refund or exchange.

  2. If you would like to exchange, please include the new size or colour you require.

  3. Our Customer Care Team will then process your request within 2 working days (please note at peak trading times, for example Christmas, there may be a slight delay in receiving your label)

  4. You will then receive an email from our Customer Care Team with a returns label attached, please print this label and attach to the Collen and Clare mailing bag.

  5. Take the item to your local Post Office and obtain a proof of postage receipt. Please keep hold of this receipt until you receive your refund.

You will receive a notification when your item has been refunded. We aim to process all refunds within 5-8 working days.


Can I return my Order to a Store? 

We do accept online returns in store within the 14 days return period. Your order will then be internally returned to our customer care team, which could result in a delay to your refund. You will be notified by email when your order has been refunded


Exchanges

If you wish to exchange an item, please include the new size and colour you require in the Returns Form. Our customer service team will then locate your required item and place it on hold for you. All exchanges are subject to stock availability, prior contact with our team will help ensure that the item is available for you 

 

Faulty or Damaged Goods

For faulty goods please contact our Customer Care Team at online@collenandclare.com with the details of the fault and your web order number. Faulty enquires are dealt with on a case by case basis. Unfortunately we are unable to accept items that have been damaged as a result of wear and tear as these items are not considered faulty

 

International Customers

We hope that you are 100% satisfied with your purchase. However, if for any reason you are unhappy with your order, please return your item (s) within 14 days of delivery, complete with the duplicate invoice stating your reason for return. 

We will be happy to issue a refund (excluding any postage) but unfortunately we are unable to offer exchanges for international orders. If you require another size or would like an alternative item, please return the unwanted items and place a new order. collenandclare.com are not responsible for any returns costs

All items must be returned unworn or unused with their original tags, packaging (e.g. shoe box) and proof of payment.  It is the customer's responsibility to ensure that all items are packaged securely and where possible proof of postage is obtained. All goods will be inspected upon return and in the unlikely event that an order is sent back in an unsuitable condition we may have to return it to you

Unfortunately for hygiene reasons we cannot accept the return of underwear briefs, pierced jewellery or opened beauty products. Swimwear returns will only be accepted if the hygiene wrapping is still in place

Fragrance, Candles and Skincare are non-refundable and can not be returned to us. 


Late Returns

Items returned outside of the above time frame will not be accepted and will be returned to you. 

 

When will I receive my refund?

We aim to process all refunds within 5-8 working days. Please be advised during busy periods such as Christmas and Sale this time period might be extended to 10-12 working days

 

Distance Selling Regulations

Distance Selling Regulations give you the right to cancel your order and receive a full refund. To cancel your order you need to contact our Online Care Team at online@collenandclare.com to obtain a copy of the withdrawal form which will allow us to cancel your order. Once completed, please send this form back to us and if your item has already been dispatched to you, return the item. Once an order has been cancelled you have 14 days to return it to us in suitable packaging and in a unworn condition. 

 

Gift Vouchers

Unfortunately we cannot accept returns of Gift Vouchers. A gift voucher can be cancelled within 24 hours from the purchase but after this time they are non-refundable. 

PAYMENTS, PROMOTIONS & GIFT VOUCHERS

Payments

All payment for Goods and for the cost of delivery and packaging must be made before the Goods can be delivered. Payment online will be made by credit or debit card.

Promotions

From time to time we may offer promo codes on collenandclare.com that you can apply at the checkout in order to receive a specific discount from us. Only one promo code can be used against an order at any one time and codes can not be used in conjunction with any other offers or discounts for example Sale Prices.

Please note, a promo code cannot be applied to an order after that order has been placed. Certain brand or product category exclusions may apply, we will let you know if you can’t use your promo code on anything before you complete your purchase. If the promo code has expired, you will not be able to redeem it or exchange it for a new code. Promo codes are non-transferable and cannot be exchanged for cash.

Collen & Clare Limited can not accept responsibility once we have given you a promo code and we are not obliged to provide you with a replacement if it gets lost or is used by someone else as this will result in the promo code being cancelled. We reserve the right to cancel, modify or suspend the promo code at any time and amend these terms and conditions at any time.

View our Discount Codes here.

Gift Vouchers

Our Gift Vouchers are sent electronically on the date you specify to the email address given. Payment for the gift voucher will be charged on purchase not on the date of issue and are valid for 12 months from issue. The value of the gift voucher is your choice.

Confirmation of the Gift Voucher will only be sent to the purchaser once the order is confirmed by Collen & Clare. Gift Vouchers can only be cancelled by the purchaser within 1 hour of purchase and will not be valid until confirmation email received. Unwanted Gift Vouchers can not be returned and voucher codes can not be used to purchase another gift voucher.

Items bought using gift vouchers can be returned or exchanged but not refunded, only additional monies paid over and above the gift voucher will be refunded and a new gift voucher code will be issued. When a new gift voucher is issued it will expire on the same date as the original gift voucher.

If you spend more than your gift voucher value you can pay the additional money at checkout, if you spend less than the gift voucher value you will have a credit balance to use later using the same voucher code.

Using your gift voucher is easy just enter your unique code at checkout. You may purchase more than one gift voucher at the same time.

TERMS & CONDITIONS

Please thoroughly read our terms and conditions before placing your order

 

1. Definitions and Interpretations

1.1 In these terms and conditions

Reference to “we” and “us” is reference to Collen & Clare Limited

Reference to “you” is a reference to customer or consumer

“Contract” means the contract between us for the sale and purchase of goods. 

“Goods” means the garments and other items purchased by you from us. 

“Terms” means these terms and conditions 

1.2 These Terms are the only terms and conditions on which we contract for the sale of Goods and they form an integral part of the contract between us. If you agree to vary any of the terms, the variation must be in writing confirmed by a member of our staff and by you. 

 

2. Price

2.1 The price of goods quoted on collenandclare.com includes VAT (Value Added Tax). Where VAT is not included in the price, it will be added and payable by you at the appropriate rate. 

2.2 The cost of postage and packaging is shown separately and in select cases will be quoted by us on request and payable separately from the price of the Goods. 

2.3 All published prices are subject to change at any time without notice.

2.4 During Sale and Promotional Periods, published prices may increase or decrease, we can not refund any further discounts after an order has been placed.  

 

3. Ordering Goods Online

3.1 All orders for Goods shall be deemed to be an offer by the buyer to purchase Goods pursuant to these Terms and Conditions and are subject to acceptance by the Seller. The Seller may choose not to accept an order for any reason. 

3.2 When an order is made online, the order confirmation issued by the company clearing the credit/debit payment does not constitute acceptance of your order by us. We reserve the right to check any discrepancies and an order will only be confirmed when it is verified by us. 

3.3 Any error in any ordering process due to technical or other reasons beyond our control entitles us not to treaty the order as being binding on us. 

 

4. Privacy 

4.1 If you place an order, you will have to provide personal information to us. We will not disclose that information to any third party without your consent, except for the purpose of processing the order and arranging delivery. 

 

5. Payment 

5.1 All payment for Goods and for the cost of delivery and packaging must be made before the Goods can be delivered. 

5.2 Payment online will be made by credit or debit card or via Paypal Services. 

 

6. Discounts and Promo Codes

6.1 From time to time, we may offer promo codes which may apply to any, or certain specified purchases made through collenandclare.com 

6.2 There are two ways of receiving a promo code: 

We may send one to you via email

From time to time we may offer promo codes on collenandclare.com that you can apply at the checkout in order to receive a specific discount from us 

6.3 Only one promo code can be used against an order at any one time and codes can not be used in conjunction with any other offers or discounts for example Sale Prices. 

6.4 A promo code can not be applied to an order after that order has been placed

6.5 Certain brand or product category exclusions may apply, we will let you know if you can’t use your promo code on anything before you complete your purchase

6.6 A Maximum 20% Discount applies to all beauty products regardless of the value of the promo code.

6.7 If the promo code has expired, you will not be able to redeem it or exchange it for a new code. Promo codes are non-transferable and can not be exchanged for cash. 

6.8 Collen & Clare Limited can not accept responsibility once we have given you a promo code and we are not obliged to provide you with a replacement if it gets lost or is used by someone else as this will result in the promo code being cancelled.

6.9 We reserve the right to cancel, modify or suspend the promo code at any time and amend these terms and conditions at any time.

 

7. Delivery

7.1 We will give you an estimated delivery date for Good orders but no times or dates provided by us or our third party courier companies are guaranteed. 

7.2  We will arrange for packing and we will decide on the method of delivery. 

7.3 You must notify us promptly and in any event within 48 hours of receipt of any Goods if they appear to be damaged in transit. You must keep all packaging in these circumstances as they may be required when making a claim. 

 

 8. Returns

8.1 You shall inspect the Goods immediately upon receipt and shall notify the us by email (online@collenandclare.com) or by telephone Mon-Fri 9am to 5pm  (01502 740 422) within 7 days of  delivery if the Goods are damaged or do not comply with any of the Contract.

8.2  Where a claim of defect or damage is made the Goods shall be returned by the Buyer to the Seller. The Buy shall be entitled to a full refund (including applicable postage costs) plus any return postal charges if the goods are found to be faulty.

8.3 If you are a consumer you have the right to cancel your order and receive a full refund by informing the us by email (online@collenandclare.com) or by telephone Mon-Friday 9am to 5pm (01502 740 422) within 14 working days of receipt of the Goods.

8.4 Goods can be returned via our free 48 hour service, you must notify Collen & Clare before sending an item back. The customer will receive a refund of all monies paid for the Goods except for any postage charges within 10 days of the item being received.

8.5 Goods to be returned must clearly show the order number obtained from the seller on the package.

8.6 Where returned Goods are deemed to be damaged due to the Buyer’s Fault, the Buyer will be liable for the cost of remedying such damage. In some cases the damaged items will be returned to you.

 

9. Faulty Goods

9.1 Goods are classified as faulty if they are received with a manufacturing fault or a fault occurs within six months of purchase. Items that are damaged after  six months or as a result of wear and tear are not considered to be faulty. 

9.2 If you would like to exchange a faulty item, please be aware that can only replace it for the same product in the same size, subject to availability. Where possible, we will offer to repair faulty items. 

 

10. Late Returns

10.1 Goods returned outside of the 14 day returns period will not be accepted and will be returned to the customer. 

 

11. Ownership and Risk

11.1 The risk of loss or damage to Goods passes to you upon delivery. If you have agreed to collect Goods from us in store, the risk is passed to you on collection. 

11.2 Ownership of Goods remains with us until the full payment due to us has been received from you. 

11.3 You will be responsible for the safe custody and insurance of all Goods in your possession

11.4 You have no right to re-sell any Goods until payment has been received in full by us. 

 

12. Warranties and Liability 

12.1 We will not have any responsibility for any damage which occurs to the Goods after delivery.

12.2 If any defect in any Goods appear within 6 months of delivery, you must notify us as soon as you become aware of the defect, giving us the full details. We will then make a decision based upon evidence on how to continue with the issue. Any defective Goods to be returned to us must be returned at your own expense.

12.3 We do not accept any responsibility for any wear and tear, accidental damage or failure by you or by third party to adhere to any written recommendation provided in relation to Goods. 

12.4 Liability to you for loss and damaged under no circumstances must exceed the total amount you have paid us for those Goods. 

12.5 We will not have any liability to you if we are prevented from performing any of our obligations on account of any circumstances beyond our reasonable control which includes but is not limited to, extreme weather conditions, act of god, terrorism, war, strike or difficulty in obtaining materials and/or labour/ In any of these circumstances we reserve the right to terminate the Contract. 

 

13. Customer Default

13.1 If you: 

Give us any incorrect personal information

Fail to make any payment when it is due

Cancel any payment

Become insolvent

Commit any breach of these terms

Then, in any of those events, we have the right to cancel the contract. 

 

14. Intellectual Property

14.1 Where Goods include designs or works of art, these are prepared by a designer or artist who owns the copyright in those works. You have no right to make any copies or adaptations to such Goods. 

 

15. Christmas Returns

15.1 Orders placed after the 27th November for Christmas gifts can be returned up to the 2nd January. Gifts must be returned with a proof of purchase and be in an unworn/unused condition. 

 

16. General

16.1 Severance: If any term or provision of these Terms and Conditions is held invalid, illegal or held unenforceable by court, that will not affect the remaining provisions of the Terms. 

16.2 Entire Agreement: These Terms govern our relationship with you and in accepting them, you confirm that no other arrangement, agreement or representation applies. 

16.3 Assignment: We reserve the right to assign any of our rights or obligations under the Contract with you to a third party on the basis that the existing contractual terms will become the responsibility of that third party. You will not assign your rights without first getting our written consent.

 

17. Notices

17.1 If you wish to give us any notice relating to a matter covered by these Terms, whether you talk to us in person or via telephone, you must confirm that notice in writing. In the case of email, please send these to online@collenadnclare.com. Notices by post may be sent to:

 

COLLEN & CLARE RETURNS

12 HIGH STREET

KESSINGLAND

SUFFOLK

NR33 7QG

UK

 

18. Governing Law

18.1 These Terms and Conditions shall be governed by and construed in accordance with the law of England and the parties hereby submit to the exclusive jurisdiction of the English Courts. 

 

19. Changes to Terms and Conditions

19.1 We are entitled to alter these Terms and Conditions at any time but this right shall not affect the existing Terms and Conditions accepted by the Buyer upon making a purchase.

PRIVACY POLICY

This is the privacy notice of www.collenandclare.com. In this document, “we” or “us” refers to Collen & Clare Limited. We are company number 4970779 registered in England. Our registered office is at 25 Market Place, Southwold, Suffolk, IP18 6ED This is a notice to tell you our policy about all information that we record about you. It covers both information that could identify you and information that could not. We are extremely concerned to protect your privacy and confidentiality. We understand that all users of our web site are quite rightly concerned to know that their data will not be used for any purpose unintended by them, and will not accidentally fall into the hands of a third party. Our policy is both specific and strict. It complies with UK law. If you think our policy falls short of your expectations or that we are failing to abide by our policy, do please contact us. We regret that if there are one or more points below with which you are not happy, your only recourse is to leave our website immediately. Except as set out below, we do not share, or sell, or disclose to a third party, any personally identifiable information collected at this site. Here is a list of the information we collect from you, either through our web site or because you give it to us in some other way, and why it is necessary to collect it:

1. Cookies Cookies are small text files that are placed on your computer's hard drive through your web browser when you visit any web site. They are widely used to make websites work, or work more efficiently, as well as to provide information to the owners of the site. Like all other users of cookies, we may request the return of information from your computer when your browser requests a web page from our server. Cookies enable our web server to work as a shopping cart system, and help us to track your actions, like visiting pages and adding products to your basket. The cookies we use may last for a single visit to our site (they are deleted from your computer when you close your browser), or may remain on your computer until you delete them or until a defined period of time has passed. Your browser software enables you to disable cookies. Go to the ‘Help’ menu of your browser to find out how to do this. However, we recommend that you allow the use of cookies in order to take advantage of the features of our website that rely on their use. If you prevent their use, you will not be able to use all the functionality of our website. The cookies we use don’t store any personally identifiable information or sensitive data such as credit card details. Here are the ways that we use cookies: 1.1. to record whether you have accepted the use of cookies on our web site. If you have chosen not to accept cookies, we will not use cookies for your visit, but unfortunately, our site will not work well for you. 1.2. to allow essential parts of our web site to operate for you, such as the contact form, account login, shopping basket and checkout 1.3. to store your personal information so that you do not have to provide it afresh when you visit the site next time. 1.4. to collect information about how visitors use our site so that we can improve how it works. This cookie collects information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from, and the pages they visited. 1.5. to know when you have come to our website via one of our affiliate partner’s websites, so that we can reward them for promoting us 1.6. to enable you to watch embedded content such as YouTube videos. YouTube will not store personally identifiable cookie information when you use YouTube’s privacy-enhanced mode. These are the main cookies that we use: Our shopping cart system - cs_cookies These cookies allow our website to work as a shopping cart system and recognize you and respond when you do such things as logging in and adding products to the basket. Typically expire after 30 days. Google Analytics - _utma, _utmb, _utmc, _utmz These cookies help us to use Google Analytics to record and analyse how visitors browse our website and respond to our marketing. Typically expire after 30 days or 24 months. Affiliates - Aw1001, awpv1001, AW, _aw_m_1001 These cookies tell us when you come to our website from one of our affiliate partner’s websites, so that we can reward them for promoting us. ‘1001’ identifies the affiliate’s website, so you may see different numbers at the end of the cookie name. Typically expire after 30 days. Third Party Cookies You may also notice additional cookies set by embedded content such as YouTube videos or the payment gateway that you choose to use such as WorldPay, PayPal or Google Checkout. Cookies from these third parties are not under our control so do please check the third party websites for further information about their cookies and privacy.

2. Basic identification and contact information, such as your name and contact details.This information is used: 2.1. to provide you with the services which you request; 2.2. for verifying your identity for security purposes; 2.3. for marketing our services and products; 2.4. Information which does not identify any individual may be used in a general way by us or third parties, to provide class information, for example relating to demographics or usage of a particular page or service.

3. Market place information When we obtain information from you specifically to enable you to buy a service offered on our web site by some other person, we assume that in giving us your information, you are also giving us permission to pass it to the relevant person.

4. Your domain name and email address are recognized by our servers and the pages that you visit are recorded. We shall not under any circumstances divulge your e-mail address to any person who is not an employee or contractor of ours and who does not need to know, either generally or specifically. This information is used: 4.1. to correspond with you or deal with you as you expect. 4.2. in a collective way not referable to any particular individual, for the purpose of quality control and improvement of our site; 4.3. to send you news about the services to which you have signed up; 4.4. to tell you about other of our services or services of sister web sites.

5. Information you post on our website Information you send to us by posting to a forum or blog or in your advertisement is stored on our servers. We do not specifically use that information except to allow it to be read, but you will see in our terms and conditions that we reserve a right to use it in any way we decide.

6. Website usage information We may use software embedded in our website (such as JavaScript) to collect information about which pages you view and how you reach them, what you do when you visit a page, the length of time you remain on the page, and how we perform in providing content to you.

7. Financial information relating only to your credit cards This information is never taken by us either through our website or otherwise. At the point of payment, you are transferred to a secure page on the website of WorldPay / PayPal / Google Checkout or some other reputable payment service provider. That page may be dressed in our “livery”, but it is not controlled by us. Our staff and contractors never have access to it.

8. Credit reference To ensure that your credit, debit or charge card is not being used without your consent, and to verify your age when purchasing age-restricted items, we will validate name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting our terms and conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected.

9. Business and personal information This includes all information given to us in the course of your business and ours, such as information you give us in your capacity as our client. We undertake to preserve the confidentiality of the information and of the terms of our relationship. It is not used for any other purpose. We expect you to reciprocate this policy. We keep information which forms part of our business record for a minimum of six years. That is because we may need it in some way to support a claim or defence in court. That is also the period within which our tax collecting authorities may demand to know it.

10. Third party advertising Third parties may advertise on our web site. In doing so, those parties, their agents or other companies working for them may use technology that automatically collects your IP address when they send an advertisement that appears on our site to your browser. They may also use other technology such as cookies or JavaScript to personalise the content of, and to measure the performance of their adverts. We do not have control over these technologies or the data that these parties obtain. Accordingly, this privacy notice does not cover the information practices of these third parties.

11. Calling our help line When you call our help line, we collect Calling Line Identification (CLI) information. We use this information to help improve the efficiency and effectiveness of our help line

12. Sending a message to our support system When you send a message, we collect the data you have given to us in that message in order to obtain confirmation that you are entitled to receive the information and to provide to you the information you need. We record your request and our reply in order to increase the efficiency of our business / organisation.

13. Complaining When we receive a complaint, we record all the information you have given to us. We use that information to resolve your complaint. If your complaint reasonably requires us to contact some other person, we may decide to give to that other person some of the information contained in your complaint. We do this as infrequently as possible, but it is a matter for our sole discretion as to whether we do give information, and, if we do, what that information is. We may also compile statistics showing information obtained from this source to assess the level of service we provide, but not in a way that could identify you or any other person.

14. Third party content Our web site is a publishing medium in that anyone may register and then publish information about himself or some other person. We do not moderate or control what is posted. If you complain about any of the content on our web site, we shall investigate your complaint. If we feel it may be justified, we shall remove it while we investigate. Free speech is a fundamental right, so we have to make a judgement as to whose right will be obstructed: yours, or that of the person who posted the content which offends you. If we think your complaint is vexatious or without any basis, we shall not correspond with you about it.

15. Job application and employment If you send us information in connection with a job application, we may keep it for up to three years in case we decide to contact you at a later date. If we employ you, we collect information about you and your work from time to time throughout the period of your employment. This information will be used only for purposes directly relevant to your employment. After your employment has ended, we will keep your file for six years before destroying or deleting it.

16. Content you provide to us If you provide information to us with a view to it being read, copied, downloaded or used by other people, we accept no responsibility for what that third party may do with it. It is up to you to satisfy yourself about the privacy level of every person who might see your information. If it is available to all the World, you have no control whatever as to how it is used.

17. Information we obtain from third parties Although we do not disclose your personal information to any third party (except as set out in this notice), we do receive data which is indirectly made up from your personal information, from software services such as Google Analytics and others. No such information is identifiable to you.

18. Affiliate information This is information given to us by you in your capacity as an affiliate of us or a customer or client of ours. Such information is retained for business use only. We undertake to preserve the confidentiality of the information and of the terms of our relationship. It is not used for any other purpose. We expect any affiliate to agree to reciprocate this policy. As an exception to this, we have the right to disclose your first name and URL of your affiliate connection to other affiliates and to any other person or organisation, on and off site. The reason is solely to enable us to mention winners and others whose performance as an affiliate is in some way outstanding.

19. Use of site by children We do not market to children, nor do we sell products or services for purchase by children. We do sell products and services for end use by children, but for purchase by adults. If you are under 18, you may use our site only with consent from a parent or guardian.

20. Disclosure to Government and their agencies. We are subject to the law like everyone else. We may be required to give information to legal authorities if they so request or if they have the proper authorisation such as a search warrant or court order.

21. At any time you may review or update the personally identifiable information that we hold about you, by contacting us. To better safeguard your information, we will also take reasonable steps to verify your identity before granting access or making corrections to your information.

22. Sale of your personal information Except as specified above, we do not rent, sell or otherwise disclose any of your information to any person outside our business.

23. Data may be “processed” outside the UK Our web sites are hosted in Ireland. We also use outsourced services in countries outside the EU from time to time in other aspects of our business. Accordingly data obtained within the UK may be “processed” outside the UK and data obtained in any other country may be processed within or outside that country.

24. Compliance with the law This confidentiality policy has been compiled so as to comply with the law of every jurisdiction in which we aim to do business. If you think it fails to satisfy the law of your country, we should like to hear from you, but ultimately it is your choice as to whether you wish to use our website.

25. Removal of your information If you wish us to remove personally identifiable information from our website, you may contact us. To better safeguard your information, we will also take reasonable steps to verify your identity before granting access or making corrections to your information. If you have any question regarding the confidentiality policy, please contact us.

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