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Privacy Policy

Dunoon Ceramics Limited (“Dunoon”) is committed to complying with the General Data Protection Regulation and the Data Protection Act 2018. Looking after the personal information you share with us is very important, and we want you to be confident that your personal data is kept safely and securely and to understand how we use it to offer you a better and more personalised shopping experience.
We have published this notice to help you understand

• how and why Dunoon collect information from you;
• who we share your information with, why and on what basis; and
• what your rights are.

If we make changes to this notice we will notify you by updating it on our website. Dunoon will be what is known as the ‘Data Controller’ of the personal data you provide to us, and we will sometimes refer to ourselves in this notice as “we” or “us”. By Data Controller, this means Dunoon determines the purposes and way in which any personal data is, or will be, processed.

This privacy notice was last updated on 14th May 2018.

What information we collect when you register

When you buy goods from us, you are entering into a contract with us. You will need to set up an account before ordering from us, so we can set this up we will ask you to provide some personal information such as;

• full name
• address
• contact number, and
• email address.

How do we use your information?


Data Protection says that we are allowed to use and share your personal data only where we have a proper reason to do so. The law says we must have one or more of these reasons and these are:
• Contract - your personal information is processed in order to fulfil a contractual arrangement.
• Consent – where you agree to us using your information in this way.
• Legitimate Interests - this means the interests of Dunoon in managing our business to allow us to provide you with the best products and service in the most secure and appropriate way e.g. to transfer your data to certain Third Party’s such as delivery partners.
• Legal Obligation – where there is statutory or other legal requirement to share the information e.g. when we have to share your information for law enforcement purposes.

Here is a list of the ways that we may use your personal information, and which of the reasons described above we rely on to do so. Where we list legitimate interests as a reason, we also describe below what we believe these legitimate interests are.

 

What We Use Your Personal Information For Our Reasons (Legal Basis) Our Explanation Of Dunoon’s Legitimate Interests
Set up your Dunoon account • Legitimate interest Process efficiency in dealing with such activity.
Process your orders • Fulfilling a contract N/A
Notify you of your order status. • Legitimate interests Process efficiency in dealing with such activity, and to make improvements to our services.
Manage your account/ provide customer services to you. This may include passing your address information to a delivery company • Legitimate interests (depending on nature of services) Keeping our records up to date, handling our customer contact efficiently and effectively.
To detect, investigate and report financial crime (e.g. Fraud) • Legal Obligation / legitimate interests Developing and improving how we deal with financial crime. Complying with any legal obligation placed on us by regulators such as the FCA. Complying with any regulations that apply to us. Process efficiency in dealing with such activity, and to make service and process improvements.
Marketing communications to inform you of special offers, promotions and new lines. • Legitimate interests/consent Developing products, services, applications and designs that attract and retain customers. Improving customer interaction with our site.
Notifying you about enhancements to our services, such as changes to the website and new services that may be of interest to you. • Legitimate interests Developing products, services, applications and designs that attract and retain customers. Improving customer interaction with our site.
Contact you to undertake customer satisfaction surveys, invite you to provide product reviews or for market research. • Legitimate interests Developing products, services, applications and designs that attract and retain customers. Improving customer interaction with our site.
Maintaining network and data security • Legitimate interests To maintain the security of our network this in turns helps us to maintain the safety and confidentiality of your information.

Who we share your information with and why

Dunoon works with a number of trusted suppliers, agencies and businesses in order to provide you the high-quality goods and services you expect from us. 
Some examples of the categories of third parties with whom we share your data are:
Delivery Partners
In order for you to receive your goods, Dunoon works with a number of delivery partners. Again, we only pass limited information to them in order to ensure delivery of your items.
IT Companies
Dunoon works with a business who support our website and other business systems.
Payment processing
Dunoon works with trusted third-party payment processing providers in order to securely take and manage payments. 
Marketing Companies
We work with marketing companies who help us to manage our electronic communications with you.

Transfers to third countries

Dunoon does not transfer personal data to any recipients outside of the European Economic Area.

Keeping in touch with you

We want to keep you up to date with information about new ranges, special offers and improvements to our website. When you set your account up, we will ask you if you want to receive this type of marketing information.
Dunoon will not share your information with any third party for their marketing purposes. 
If you decide you do not want to receive this marketing information, please email customerservice@dunoonmugs.co.uk, or use the unsubscribe link at the bottom of any of our marketing emails. You may continue to receive mailings for a short period while your request is dealt with.

How long we keep your information

If we collect your personal information, the length of time we retain it is determined by a number of factors including the purpose for which we use that information and our obligations under other laws.
We may need your personal information to establish, bring or defend legal claims. For this purpose, we will always retain your personal information for 7 years after the date it is no longer needed by us for any of the purposes listed under ‘How we use your Information’ above. The only exceptions to this are where:
• the law requires us to hold your personal information for a longer period, or delete it sooner;
• you exercise your right to have the information erased (where it applies) and we do not need to hold it in connection with any of the reasons permitted or required under the law;
• we bring or defend a legal claim or other proceedings during the period we retain your personal information, in which case we will retain your personal information until those proceedings have concluded and no further appeals are possible; or
• in limited cases, existing or future law or a court or regulator requires us to keep your personal information for a longer or shorter period.

What are your rights

You are entitled to request the following from Dunoon, these are called your Data Subject Rights and there is more information on these on the Information Commissioners website www.ico.org.uk 
• Right of access –to request access to your personal information and information about how we process it
• Right to rectification –to have your personal information corrected if it is inaccurate and to have incomplete personal information completed
• Right to erasure (also known as the Right to be Forgotten) – to have your personal information erased. 
• Right to restriction of processing – to restrict processing of your personal information
• Right to data portability - to electronically move, copy or transfer your personal information in a standard form
• Right to object - to object to processing of your personal information

If you have any general questions about your rights or want to exercise your rights please contact customerservice@dunoonmugs.co.uk

You have the right to lodge a complaint with a data protection regulator in Europe, in particular in a country you work or live or where your legal rights have been infringed. The contact details for the Information Commissioner’s Office (ICO), the data protection regulator in the UK, are available on the ICO website www.ico.org.uk where your personal information has or is being used in a way that you believe does not comply with data, however, we encourage you to contact us before making any complaint and we will seek to resolve any issues or concerns you may have.

 

 

 

 

Cookie Policy

What are cookies?

Cookies are small text files which are placed on your computer or mobile device when you use our website.  They store information which is be used to make browsing on our website easier and to give you a more personalised experience. This is standard practice for all websites. By using our website, you consent to the use of cookies.

Why do we use cookies? 

Cookies enable us to give our customers a personalised experience. It will allow the website to hold your preferences and store data, saving you from re-entering information when you return to our site. It will enable you to continue browsing our website whilst saving the contents of your shopping basket.

Can I disable cookies?

You can disable cookies on your computer by changing the settings in your browser. Please see the help links below for disabling cookies on the most popular internet browsers. Please note, if you choose to disable cookies, you may experience problems when using our website.

https://support.google.com/chrome/answer/95647?co=GENIE.Platform%3DDesktop&hl=en

https://support.mozilla.org/en-US/kb/enable-and-disable-cookies-website-preferences

https://support.microsoft.com/en-us/help/17442/windows-internet-explorer-delete-manage-cookies

Returns Policy

Unwanted Item – If you decide you do not want your order once we have despatched it then you have 14 days to return it. We do not currently offer returns free of charge, however we can supply you with a DPD returns label for £6.50 which you can access by following this link:

www.dunoonmugs.co.uk/returnslabel

Please include a copy of the despatch note in the parcel so we can issue you with a full refund. If you have any problems, please email customerservice@dunoonmugs.co.uk or telephone our customer service team on 01785 817414

You will need to drop the parcel off at a DPD point. To find your nearest DPD point, please follow this link to their website DPD.com. Once we receive your returned item(s), we will issue you with a refund.

Damaged Item – If you receive an item which is damaged, please email a photo along with your name and order number to customerservice@dunoonmugs.co.uk within 14 days of receipt. This will then be reviewed by our quality and technical manager. We will respond to your email within 2 working days and may ask for the mug to be returned at our expense, before issuing a refund or replacement.

Our returns and replacement policy does not apply when a defect in the mug has arisen from the following:

Wear and tear through fair use;

Wilful damage, negligence by you or a third party, misuse, or incorrect handling or storage;

Failure to follow the care instructions recommended by us on the care card provided in your parcel;

Products you have not paid for;

Products you have not bought from our website.

Cancellation Policy

As soon as you have placed your order, we start producing your mug in order to meet our target 3-5 day delivery schedule. If you would like to cancel your order after confirmation, we need you to telephone 01785 817414 or email customerservice@dunoonmugs.co.uk as soon as possible. However, once your order has been prepared for despatch, we will be unable to cancel your order. Once the mug has gone out of our factory with DPD or Royal Mail you will need to pay to send it back at a cost of £6.50 for the returns label. To acquire this label please click here.

Complaint Handling Policy

If you have any complaints about our service, website, product or anything which you feel concerned about, please email customerservice@dunoonmugs.co.uk where we will respond to you within 2 working days. Alternatively, you can call us on 01785 817414 and ask to speak to the customer service department.

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