BEST CHILDREN’S RETAILER 2017

BEST CHILDREN'S RETAILER 2017

Privacy & Cookies

Your privacy is important to us. We only use the information we collect about you carefully, lawfully and in accordance with the EU Data Protection Law. 

Information we hold for Legitimate Interests:

  • If you have shopped with us we will hold your name, billing address, delivery address, telephone number, email address, order ID & purchase history as well as a log of all correspondence on email, chat and telephone conversations. We do not hold card details; these are processed through encrypted methods.
  • The gltc.co.uk website has a 256-bit SSL Certificate and is Level 1 PCI Compliant to ensure the security of customers’ personal information.
  • This information can be accessed by GLTC Employees and Customer Agents at our Contact Centre. For purposes of quality control and training, calls and emails may be monitored. We will pause call recording when taking payment details.
  • If you have requested a catalogue or submitted feedback, we hold your name, address, telephone number, email address.
  • We will hold your data indefinitely unless you contact us specifically and request your account is deleted. For further details please see our Customer Deletion Policy at the bottom of this page.
  • We never hold data that has been purchased from a third party.

Information we use for Legitimate Interest:

In order to process your order we need to use and share certain information with selected third parties. We will only share information that is required in order to fulfil their specific service, and they may only use this data in relation to this service. We work closely with these third parties to ensure your privacy is protected & respected at all times. In the instance that data is transferred between GLTC (the Controller) to third parties (our Processors) the data will be encrypted and shared using the latest secure server technology.

 

 

 

We use the information we hold on your records for operational purposes; for example processing your order, delivering your order, dealing with queries, tracking deliveries, reviewing past purchases, fraud checks & processing payments.

Name, Billing Address, Shipping Address, Phone Number, Email & Purchase History

  • All of the above is used to validate your purchase guarantee and handle customer enquiries effectively. This includes email correspondence, live chat & calls.
  • All of the above is used to assist the fulfilment of your order and shared with third parties for fraud detection, fraud prevention and processing your payment, and suppliers such as our warehouse & distribution partners. This data will be held securely for a reasonable period after sale in order to fulfil our legal obligations such as issuing a refund or honouring a purchase guarantee. If you wish to have this data deleted you can find out how in our Customer Deletion Policy.
  • In order to provide our customers with the best possible service we use this data to tailor our promotions, products & services. Understanding our customer’s behaviours and purchase history is part of our legitimate interest in order to provide exceptional customer service. We therefore share this information with our analytics & CRM providers who process data securely and store for reporting purposes.  
  • We share name & address only with our third party mailing partners who assist us with printing & mailing direct mail. You can unsubscribe from catalogue mailings at any time by signing into your GLTC account and clicking on the Subscription options link on your account summary. Alternatively you can email customercare@gltc.co.uk with “Removal from mailings” in the subject line, please give us your name and address and ask to be removed from our mailing list.
  • We may share your name, address and purchase history (but never your email address) with carefully selected third parties whose products or services we think you might be interested in through a data co-operative. Data Co-operatives are companies whose members contribute information about their customers in exchange for information about other consumers that may be interested in their products. We work with the following data co-operatives; Epsilon Abacus, Experian, IBehaviour (part of Conexance) and Sub2. We are unable to provide an exact list of the participating companies as they change all the time, but they are all in the clothing, collectibles, food & wine, gardening, gadgets & entertainment, health & beauty, household goods, home interiors sectors. Our communications are designed to tell you about the benefits we can offer, so that you have exclusive access to our best deals. We use the information we have about you to tailor the content and try to ensure that the offers are as relevant to you as possible. Please note that your data could also be sent outside the EEA (e.g. to the USA) for marketing and customer profiling purposes. If any data is transferred outside of the EEA, the relevant companies have provided assurances of appropriate safeguards being in place for the transfer (e.g. relevant companies in the USA are signed up to the Privacy Shield). If you do not want us to share your details with third parties for marketing purposes, you can opt out at any time by emailing customercare@gltc.co.uk and request to be removed with ‘removal from third party’ in the subject line.

  • Participation in the referral programme requires this data to be shared with & processed by our referral partner Mention-Me. This processing is a basis for legitimate interest in order to enrol and validate our customers into the referral programme, reward customers for referrals and offer our ‘share-by-name’ service. For specific terms in relation to Mention Me please see full terms of conditions of the referral programme.
  • Name, email address & purchase history are shared with Feefo to allow us to identify orders for customer reviews & contact you to leave a review on your order. Data is shared and protected using HTTPS fetch with TLS 1.2, which uses a SHA-256 cipher.

 Card details

  • Will be shared with our fraud detection partners and payment gateway to process your payment. Data will be encrypted and shared using the latest secure server technology to ensure this information is protected to the highest standard of PCI DSS compliance.

IP Address, Browser & Device Information

  • We collect this data to protect our business and your customer account against illegal activities and share with our fraud prevention provider who will also monitor your browsing activity and match this against their database to safeguard your account.
  • It is also used to validate customer referrals as well as for analytical purposes to improve our customer experience & website. Some of this data collected uses Cookies, please see our Cookie Policy below for more information.
  • Google Analytics tracks visitors & transactions on our website. We do not collect any personally identifiable information and all data is anonymised. We identify IP address, browser, device, page URL & Geo-location to improve our web performance and identify bugs.
  • Systems to collect IP address, user agent, browser encoding, and browser language allow us to identify non-human traffic from your onsite search and provide you with the most relevant search results. IP address is also used to separate customer searches from GLTC employees.

 Browsing Behaviour

  • We monitor your browsing activity to help us improve our website and customer experience. We use Cookies to remember what items you have added to your basket or you have previously browsed. For more information please see our Cookie Policy.
  • We share your browsing behaviour, including items searched for and clicked on with our onsite search partner SLI Systems to provide you with the most relevant product recommendations. We also track session identifiers to help us with analytics to evaluate multiple requests by a unique visitor.
  • MailChimp – We will occasionally email you when you have left something behind in your basket. Your basket activity is therefore tracked so we can provide you with the best recommendations and re-create your basket to save you time. You can change your consent preferences at any time by clicking the ‘Unsubscribe’ link at the bottom of the email, alternatively you can email customercare@gltc.co.uk to request to be removed from email newsletters with “Removal from marketing” in the subject line.

In some instances our third party suppliers, for example our payment gateway, may transfer your personal data to a third party. This will only happen in the instance that it is necessary to fulfil the service or to comply with laws. In such an instance our third party suppliers will take appropriate safeguards to protect your data to European Data Protection Law.

Any successor to GLTC may use your information on the same basis.

 

    Information we hold for Marketing Purposes:

    • If you have shopped with us, we hold your name, address, telephone number, email address and purchase history for marketing purposes.
    • If you have requested to receive our email newsletters we only hold your name and email address. To unsubscribe from our mailing list simply click on the unsubscribe link at the bottom of every marketing email and you will be opted out of all email communications. Alternatively, please email customercare@gltc.co.uk with unsubscribe in the subject field. If you prefer to write to us instead, please use the following address: 
      Customer Services, Great Little Trading Co. 
      PO Box 336, 
      Birkenhead, 
      CH25 9DN
    • If you have shopped with us or browsed our website, we may also collect information about where you are on the internet e.g. the URL you came from and the way in which you navigate the site, Cookie ID, IP address.
    • GLTC and third parties will hold all data securely, taking appropriate technical and organisational measures to safeguard such data.
    • We never hold data that has been purchased from a third party.

    Information we use for Marketing Purposes:

    Name, Billing Address, Email & Purchase History

     

     

    • We use your purchase history to tailor our product range and marketing information (e.g. promotions and special offers) to your requirements.
    • All the information we hold is used to improve your customer experience and ensure all our marketing communications (email, catalogue & digital ads) are relevant and timely for our customers. We will share your information with the following suppliers to produce and execute campaigns:

    MailChimp – Your email address is shared with our third party email platform to allow us to keep you up to date with the latest promotions, discounts & product launches. If you wish to unsubscribe from email marketing at any point in time you can do so by clicking the ‘Unsubscribe’ link at the bottom of the email, alternatively you can email customercare@gltc.co.uk and request to be removed from email newsletters with “Removal from marketing” in the subject line.

    Epsilon - Name, address, email address & purchase history are shared with Epsilon, who remove user identifiable information for profiling, targeting and reporting purposes to ensure digital ads are relevant, timely and non-invasive. Data is shared using either encryption methods to strip out PII data, using a secure FTP or directly through an API with a HTTPS status.  We’ll do all of this as part of our legitimate interest. 

    Mention Me – Name, email address & purchases history is shared to enrol, validate and reward customers in the referral programme. We do this as part of our legitimate interest.

    Commission Junction – We will only share your order ID & transaction amount if you have cookies enabled and clicked on an advertisement link from one of our affiliate partners. 

    Mailing Providers  -  We occasionally make our postal mailing list & third party cookie data available to carefully selected companies & third parties. We will only share data if you have opted into Third Party marketing. If you do not want your information to be made available, please contact us at customercare@gltc.co.uk or call 0344 848 6000 to update your preferences.

    We work with Sub2 Technologies Limited ("Sub2"), a company which assists us with postal marketing. Sub2 manages a co-operative which is made up of brands which engage in postal marketing. These brands share with Sub2 information about individuals, including you, who receive their postal marketing. This information is pooled and analysed by Sub2 so that Sub2 can better understand your interests and consumer habits. The result is that your data will be shared with other brands which Sub2 thinks you may want to hear from (unless you have opted-out), so that you receive postal marketing which is tailored to you. The types of brand that you are likely to hear from may be in the retail industry or may be in other industries, including but not limited to the financial services, charity, or utilities industries, but in each case, they data will only be shared for postal marketing purposes. For more information on how Sub2 uses your data, please see Sub2 Privacy Policy.

     

    IP Address, Browser & Device Information

    • This non personally identifiable information is used to help us track orders and make decisions with our marketing partners to improve our offering:
    Commission Junction – This is only tracked when you have provided consent and clicked on an advertisement link from one of our affiliate partners. Please see our Cookie Policy for how to manage your cookies.  
    Conversant - This is only tracked when you have provided consent to receive digital advertisements. Please see our Cookie Policy for how to manage your cookies.  
    Google Adwords – the Google Adwords tool uses your IP Address to tie it back to your transaction so we can accurately report sales through Google. This data shared with Google is aggregated and anonymised by Google.

     

    Browsing Behaviour

    • Browsing behaviour does not track any personally identifiable information but covers how you browse and shop our website including what products our customers are interested in. We share this data with selected third parties:
    Conversant - We monitor your browsing behaviour to provide you with the most relevant ads, promotions & recommendations. This includes which items you have previously browsed or purchased. This information is shared through the use of Cookies. For more information on this, including how to block cookies, please see our Cookie Policy below.

     

    To protect your data and keep it safe we ensure that we only provide information to our third parties that are required to perform their specific services. They will only use your data for the exact purposes we specify in our contract with them, and both GLTC and third parties will never sell your data. We work closely with our partner to ensure your privacy is protected and respected.

    Any successor to GLTC may use your information on the same basis.

      Subject Access Requests

      • You can request access to the personal information we hold about you at any time and we will not charge for this service however we do have the right to ask you for more information to confirm your identity. Please email customercare@gltc.co.uk with “Subject Access Request” in the title and detail your name and address in the email so we can identify your account and what information we hold on you.
      • We will aim to respond to a SAR within one month, however in some complex cases this can take up to two months.
      • In some instances we will refuse to disclose certain information, for example if we have a duty of confidentiality to another individual or if the request is manifestly unfounded or excessive.

       

      Right to object

      • In certain circumstances (including where we use legitimate interests as set out above) you can ask us to stop processing your information or ask for us to limit the ways in which we process this information. However we can refuse a request in some cases - we will provide you with information explaining why we have refused your request if we do this.
      • If you believe the information we hold on you to be incorrect you have the right to notify to request us to update our information.
      • If you wish to object or correct the information we process please email customercare@gltc.co.uk to notify us with “Removal from marketing” in the subject line.

      CUSTOMER DELETION POLICY

      You have the right to request your account and associated data to be deleted completely by GLTC and associated third parties. If you do decide to exercise this right please be aware that all purchase history will be deleted and therefore any guarantees for products purchased will be invalidated.

      We also cannot guarantee that you will not be contacted again in the future as occasionally we purchase data from third parties and if we do not hold your details we cannot suppress you against those files. 

      If you do not wish to be contacted but wish to keep your purchase guarantee we can terminate your account and suppress your details from any new data purchase. 

      In order to delete or suppress your details please email customercare@gltc.co.uk or alternatively call us on  0344 848 6000 to discuss.

      Our Cookie Policy

      A cookie is a small file that's stored on your computer by a website to remember certain information. Cookies can be used for many purposes, and some are essential to the way the website works.

      Cookies cannot read information stores on the hard drive of your computer. They cannot be used to spread viruses and they cannot access your email address. They will only transfer data which you have disclosed to the website.

      To order online at gltc.co.uk you'll need to have cookies enabled, otherwise you won’t be able to add things to your basket or check out. You can disable your cookies at any time however in doing so you will prevent the website from performing essential functions such as adding an item to the basket. To block all cookies, including the essential ones, use the Privacy setting on your browser’s Options menu. For further information about disabling cookies on your computer visit www.allaboutcookies.org/manage-cookies for a step by step guide on how to manage this.

       

      To help you identify what cookies we use and why please read our guide below:

       COOKIES FOR ESSENTIAL PURPOSES

      First party cookies allow you to log in, add products to your basket and check out, as well as allowing you to log in and access your account information (including order history). They will also display your previously viewed products so that you can find them again. We will place these cookies as part of our legitimate interest.

      Below is a list of First party cookies and their function:

      Cookie

      Purpose

      _ab

      Used in connection with access to admin.

      _orig_referrer

      Used in connection with shopping cart.

      _secure_session_id       

      Used in connection with navigation through a storefront.

      Cart

      Used in connection with shopping cart

      cart_sig, cart_ts, checkout_token, Secret,

      Used in connection with checkout.

      Secure_customer_sig, storefront_digest

      Used in connection with customer login.

      _landing_page, _orig_referrer   

      Tracks landing pages.

      _s, _shopify_fs, _shopify_s, _shopify_uniq, _shopify_visit, _shopify_y, _y    

      Shopify analytics & reporting used by financial reports, website troubleshooting & merchandising stock.

      _shopify_sa_t, _shopify_sa_p

      Shopify analytics relating to marketing & referrals.

       

       

      Third party cookies are used to help with fraud detection & prevention.

       

      COOKIES FOR FUNCTIONAL PURPOSES

       

      These third party cookies allow us to review how you use the gltc.co.uk website, so that we can measure and improve performance. It is in our legitimate business interests to use these types of cookies but you can restrict these at any time. Without these cookies the site may not perform or look as expected. 

      Cookie

      Purpose

      Google Analytics

      Track orders, customer behaviour, pages visited, where you left our site, device, & browser information. This helps us improve the site and your browsing experience. This tracking information isn’t linked to any of your personal details and doesn’t let us identify you as an individual.

      SLI Systems

      To create personal product recommendations on our website and in marketing emails.

      Shopify Back In Stock App

      To allow us to contact customers who have chosen to use this service.

      Shopify MailMunch

      To allow us to contact customer who have chosen to use our Catalogue Request service.

      Feefo

      Session cookies which persist only for the length of the session are managed by Feefo’s load balancer and are not tracked. Name and email address are collected to verify reviews.  which is protected  by 128-bit encryption. 

       

                 

      COOKIES FOR TARGETING PURPOSES

      Third party cookies allow us to personalise advertising and communications to you and to serve ads that are related to your interests and purchase history. They also allow us to reward our marketing partners and carry out analysis. We will ask for you consent to use these cookies, unless we have stated that they are implemented under legitimate interest.

      Cookie

      Purpose

      Conversant CRM – dotomi cookie.

      To deliver ads that are more relevant to your interests and limit the number of times you see an advertisement. These cookies are placed by advertising networks with our permission when you provide consent. These ads are typically served across news sites, video sites and blogs, all banners of this type contain an Ad Choices symbol that provides more information from each network and instructions on how to opt out. Cookies ID, Device ID, Order ID & Order Value are tracked for targeting & reporting purposes.

      We may use third party companies to provide advertising services and/or to collect certain information when you visit and interact with our website. These third-party companies may collect and use non-personally identifiable information (e.g. click stream information, browser type, time and date, subject of advertisements clicked or scrolled over) during your visit to this website [and/or other websites] in order to provide advertisements about goods and services likely to be of greater interest to you. These third-party companies may use cookies and other technologies to recognise your browser to collect and record information about your web surfing activity including your activities on this website. You may visit the European Interactive Digital Advertising Alliance at http://youronlinechoices.eu/to learn more about interest-based advertising, or to opt out of receiving advertisements tailored to your interests on your browser, from their respective members and participants.

      First Party Cookie - GLTC

      We may also use technologies, such as our own cookies, to provide you with relevant online display advertising tailored to your interests. To opt out of our cookies used for this online advertising, click here.

       

      CJ Affiliate by Conversant

      To track affiliate marketing referrals, this cookie shows us which of our online marketing channels are effective and allows us to reward external sites for directing you to us and reward customers for loyalty. Cookie IDs IP Addresses, Click Stream are tracked when a consumer clicks on a CJ advertisement and Order ID & Value are tracked when you purchase on our website This data is used to provide commission to the publisher which drives traffic to our website, so we can reward them accordingly and provide rewards to customers.

      Google Remarketing

      This will only look at URLS and will assign users with a generic ID, therefore no personally identifiable information is collected. However it helps us identify users when they have left our website.

      Mention-Me

      Order ID, Value and Email is passed across in the cookie to track sales and reward you when you refer GLTC to your friends and family. Data is collected under legitimate interest and held using AWS and protected to ISO27001 standards.

      Sub Two Application Cookie

      We work with Sub2 Technologies Limited ("Sub2") in order to maximise website user engagement. Sub2 helps us to use cookies, which are stored onto your device when you visit our website. Data from these cookies is used to identify when you take certain actions on a website. This information is then used for the purposes of providing you with marketing which is more relevant to you and your interests. For further details on the cookies that we use with Sub2's assistance, please click here
      Emarsys Scarab.visitor To track the Visitor ID to identify you
      Emarsys Scarab.profile Stores user profile information - products browsed etc. Stores performance metrics. Information stores is encrypted. 
      Emarsys scarab.mayAdd  scarab.mayViewed Used for click / add to cart tracking
      cdv This is the 3rd-party version of scarab.visitor
      xp This is the 3rd-party version of scarab.profile
      S This is a 3rd-party cookie used for similar purpose as scarab.mayAdd and scarab.mayViewed

      Twitter

      To track visitors from Twitter and their subsequent purchases.

       

      By visiting gltc.co.uk with your browser settings adjusted to accept cookies, this tells us that you want to use our website to browse and order online and that you consent to our use of cookies for the reasons outlined above.