Privacy

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At ROCO we are committed to protecting the privacy and security of our customers by complying with The General Data Protection Regulation 2018. We want our customers to be re-assured of their safety when shopping with us, and would like you to understand how we use your data to offer a better and more personalised service. We stand by the following statements:

  1. We protect your data like it's our own
  2. We will never sell your data to 3rd party companies
  3. We will only use your data to improve your experience
  4. You can opt out of our marketing emails at any time
  5. We won't keep your data for longer than we need it

We strive to keep your data secure and protected and although no company can guarantee 100% security, we do our upmost to be as secure as we possibly can. For further information on our policies and how we process your data please read the relevant sections below. If you have any further queries or are unsure of anything, please feel free to contact us using the details in the 'Contacting us' section.

What information is being collected and why?

When placing an order with us we collect and store the following details:
Full name Address (shipping name & address if different from billing) Phone number Email address

Please note: We do not store any credit card or payment informaition. Your payment information is stored in the system of the payment method you checked out with. Our system simple stores the payment method selected and a unique trasaction ID so that we can locate the payment in the future.

Below is an explanation of why we store your data and what we do with it:

Name, address & contact details

How is it used?Why?
To deliver your order Contract: This is to fulfil our contract with you.
To keep you updated Legitimate interest: We use your contact details to keep you updated with the status of your order.
To prevent fraud Legal obligation: To allow us to detect and prevent fraudulent transactions on our website and to provide evidence if any occur.

Contact History

How is it used?Why?
Provide you with customer service Contract: We have to keep this to fulfil our contract with you. To provide the best customer service we need to ensure our staff are well informed.

Purchase History

How is it used?Why?
Process Returns Contract: We need your order history in order to correctly process any refunds or exchanges to fulfil our contract with you.
Provide customer service Contract: We must keep a record of your purchase history in order to keep our staff well informed when discussing orders with customers.

Device Information

This includes things like your browser, operating system, screen resolution, IP address as well as any preferences you may have selected when previously visiting our site.

How is it used?Why?
Security Legal obligation: Tracking the devices usage on our website allows us to have more accurate information when investigating any for of cyber attack on our website. As a responsible Company in the event of a breach we must be able to gather as much information as possible in order to resovle the issue.
Detect bugs / errors Legitimate interest: By tracking the device usage we can get valuable insight into whether specific devices or browsers are having problems with our website, allowing us to pin-point and rectify any issues quickly.
Personalisation of preferences Legitimste interest: We use some of this data to remember preferences you made on our Site previously. For example the currency you have chosen, your location, sorting order or products etc.
Personalisation of products Legitimste interest: To show you previously browsed products or to send abandoned cart email reminders of items you failed to check out with intially.

Marketing information

How is it used?Why?
To provide better email marketing Consent: If you have opted in to our mailing list we will store your name, email address and data based around your interactions with our emails. This will help us to improve and personalise your experience.


You can refuse to give us your personal information, however you will not be able to check out on our website and therefore will not get the best experience from us. You also have the option to disable cookies on our site, however you must be very careful not to turn of our essential cookies which allow you to purchase items. Please see our cookie policy below for further details.

Who do we share your information with and why?

Sharing your information

In order for our business to operate and for us to be able to provide you with the best service, we have to share data with certain categories of companies, these are:

  • Shipping couriers to get the orders to you.
  • Payment providers to allow the collection of your payment and prevent fraudulent transactions.
  • Global-e: if you are placing an order from a country outside of the United Kingdom, our global partners ‘Global-e’ will process your payment and delivery. This service is necessary to allow you to shop in your local currency, with local payment methods and reliable customs and duty tax calculations.
  • Web hosts, which keep our site online and reliable.
  • Cloud based warehouse management platform to improve the efficiency of our operation.
  • Cloud based customer service platform to streamline our communication and improve our service. We may also store your email address and name in our live chat system but only once we have engaged in conversation with you through that system.
  • Review platform after making your purchase you will be sent an email from our review platform, which will allow you to make a unbiased review of our company.
  • Email marketing software, providing that you have opted in to the service

Before sharing information with any other company we operate a procedure of due diligence in order to check that your information is being processed in-line with our policies and in compiance with The General Data Protection Regulation 2018. We will not form partnerships with business's that process data in an unsecure manner.

We do not keep records of your credit card / payment information. All financial transactions are processed directly into our payment providers systems which are highly secure and regulated.

We also provide aggregated data to marketing and analytics companies which is used for user profiling to provide more targeted content in the future. However we ensure that this data cannot identify you as an individual.

Selling your information

Under no circumstance does Roco Clothing Ltd. sell any of our customers personal data to any third party company.

Countries outside of the EU

The personal data that we collect from you may be transferred to / stored at, a suppliers outside of the European Economic Area ("EEA"). This may be a shipping courier, tehcnology partner, payment provider or any other supplier neccessary to complete your transaction and serve you as a customer. If we have to transmit your data to any company outside of the EEA we will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy.

How long do we keep your information?

At Roco Clothing Ltd. we have developed a retention policy for each category of data, this is based on the type of data, the use of this data and any legal requirements that may require us to keep this data for a specific amount of time.

You can be assured that we will not unnecessarily keep your data without purpose or without legal obligation. For example we may have to keep your data to support a legal claim. Alternatively we may remove your data sooner than anticipated if you have excercised your right to be forgotten (where it applies).

For marketing emails we have implemented a retention policy based on user interaction and customers with no interaction for a set amount of time will be automatically removed from our list and may have to opt back in to further communications.

Marketing messages and advertising

Marketing emails

Whether you have opted in during checkout, filled out a form on our website or even opted in when entering a competition, you will be added to our email marketing platform. From here you will be contacted on a regular basis about upcoming sales, events, new product ranges, new brands and any other relevant updates that we think maybe of interest to you. We will never send you marketing emails without your prior consent and we will always make it clear and give you the choice when opting in.

Email security

We will never send you an email asking for confidential information for example credit card details / national insurance number etc. If you receive an email that you suspect to be fraudulent, please report it to us immediately using the details in the "Contacting us" section below.

Opting out of marketing emails

If you wish to stop receiving marketing messages from us you can do the following:

  • Click the ‘unsubscribe’ link in the footer of any marketing email. From here you will be taken to a page in which you can choose to opt out.
  • Contact us using the details provided below. Once we have received and read your request we will endeavour to remove you from our marketing platform.
  • To unsubscribe from review request emails by Feefo please click the unsubscribe link in the bottom of the Feefo email.

Please note that during the time of processing your request you may still receive some marketing emails. Removing you from our marketing emails will not stop our service communication emails such as order notifications, despatch emails, and any customer support emails necessary to process your order.

Abandoned cart and browse emails

If you have opted in to our marketing mailing list or if you are signed in to your account, we may send you an abandoned cart or abandoned browse email. This email will show you a reminder of the items left in your cart or a reminder of the items you have browsed and shown interest in. We will be sending you these emails on the basis of Legitimate interest as these emails will help you to complete your shopping experience with us.

Our adverts on other websites

Roco Clothing operate on a network of online advertising utilising a number of technologies and services which consist of a mixture of tracking codes, cookies and pixels. Examples of these can be Googles re-targeting service and Facebook's Custom Audience service.

The adverts displayed to you will be based on your previous use of Roco Clothing (https://www.rococlothing.co.uk ). For example, we may show you products that you have recently viewed, or even products that are similar to product you have viewed.

Social Media Platforms

We may advertise to you through social media platforms based on the public information available from each platform. Within each social media platforms you will have the ability to edit your privacy settings in order to select the level of information you would like to make available to companies.

If you like our page or follow us on a particular platform you will see updates from our page including marketing updates related to products, sales and events. To opt out of these updates you can either unlike / unfollow our page or depending on the social network you may be able to block certain types or content.

We will endevour to only interact with you through social media in compliance with each platforms rules and will not extract any personally identifiable data from a platform unless it is to contact you directly.

Cookies

We use cookies when you visit our Site. A cookie is a small file which is stored on the hard drive of your computer or in your browser when you visit a Site. Cookies allow the user of the Site to take advantage of the full functionality. At Roco Clothing we use cookies to allow our customers to add items to the cart, remove items from the cart, checkout, show you your recently viewed products and much more. These cookies do not store any sensitive information such as credit card details, date of birth etc.

The cookies that we use fall into the following categories:

Essential Cookies: These cookies are essential to the functionality of our site and if they are turned off or blocked you may not be able to perform the basic functionality such as checking out or adding an item to the cart.

Analytical / Marketing cookies: These cookies collect usage data from the Site which we aggregate and report on to give us insight into how our customers are using the Site. This allows us to optimise the Site, improve the performance and usability and offer our customers more personalised content as well as help us to identify and fix any bugs within the Site.

Preference Cookies: These cookies help to remember any preferences you may have selected whilst on the site to make things smoother on your return. This could include, currency, location or even the number of products you prefer to see on a category page.

Essential Cookies on our Site

Below is a comprehensive list of the cookies / services that are essential to the functionality of our website.

NameDescription
CART The association with your shopping cart.
CATEGORY_INFO Stores the category info on the page, that allows to display pages more quickly.
COMPARE The items that you have in the Compare Products list.
CURRENCY Your preferred currency
CUSTOMER An encrypted version of your customer id with the store.
CUSTOMER_AUTH An indicator if you are currently logged into the store.
CUSTOMER_INFO An encrypted version of the customer group you belong to.
CUSTOMER_SEGMENT_IDS Stores the Customer Segment ID
EXTERNAL_NO_CACHE A flag, which indicates whether caching is disabled or not.
FRONTEND You sesssion ID on the server.
GUEST-VIEW Allows guests to edit their orders.
LAST_CATEGORY The last category you visited.
LAST_PRODUCT The most recent product you have viewed.
NEWMESSAGE Indicates whether a new message has been received.
NO_CACHE Indicates whether it is allowed to use cache.
PERSISTENT_SHOPPING_CART A link to information about your cart and viewing history if you have asked the site.
POLL The ID of any polls you have recently voted in.
POLLN Information on what polls you have voted on.
RECENTLYCOMPARED The items that you have recently compared.
STF Information on products you have emailed to friends.
STORE The store view or language you have selected.
USER_ALLOWED_SAVE_COOKIE Indicates whether a customer allowed to use cookies.
VIEWED_PRODUCT_IDS The products that you have recently viewed.
WISHLIST An encrypted list of products added to your Wishlist.
WISHLIST_CNT The number of items in your Wishlist.
Global E This is neccessary to allow our international customers checkout.

Third party cookies on our Site

Below is a list of the services that we use which will require a cookie. If we add extra services in the future we will always keep this list up to date

ServiceDescription
Google We use the Google analytics and Google remarketing cookies to collect usage data for our website. This data does not include any PII.
Bing We use Bing to collect usage data from our website and to help to optimise our ads on the Bing search engine.
Facebook The facebook pixel collects usage data from our website to measure the conversions of our facebook adverts and allow us to re-target our customers on the facebook platform.
Twitter Allows you to easily share content from our Site to your Twitter account.
Emarsys / Scarab research We use Emarsys to track usage of our website in order to imrpove the intelligence of our email marketing.
Crazy Egg Crazy Egg anomynously monitors the use of our website and allows us to track bugs and usability issues.
LiveChat Inc The LiveChat cookie allows us to communicate with our customers whilst browsing the site. This ensures that the chat window does not close when changing web page and also allows us to see what page you are currently on in order to provide you with a better service.
TV advertising cookies
__adal_ca Persistent - Stores traffic source / campaign data. Purpose - Store which advertising campaign drove a user to visit
__adal_cw Persistent - Stores visit timestamp. Purpose - To link conversion events to earlier site visits
__adal_id Persistent - Stores a generated Device ID. Purpose - To uniquely identify a device

Blocking cookies

You can block cookies by changing the setting of your browser, which allows you to refuse all or some cookies. Note: if you block all cookies, which includes essential cookies, your access to all or parts of our website, together with some services of our site, may be restricted. For more information about blocking cookies you can visit these websites: www.aboutcookies.org or www.allaboutcookies.org.

Links to other sites

Throughout our Site we may link out to external websites, relevant content and partners. Roco Clothing Ltd. can not be held responsible for the security of the content on these sites. We will always endeavour to link out to sites that we trust, however once you click a link please take your time you read the privacy policy of the external website before releasing any personal data or engaging further.

Your rights?

Under the European General Data Protection Regulation you have a number of rights in regards to the way your personal information is processed:

  • The right to be informed about how your personal information is being processed
  • The right to access the personal information we hold about you via a subject access request
  • The right to request the correction of inaccurate personal information we hold about you. Please note some of this may be able to be changed your self within you’re my Account dashboard. This would include your name, address and email address details.
  • The right to opt out of direct marketing messages. This can be done by clicking the ‘unsubscribe’ link in the footer of all marketing emails, or by contacting us using the information below.
  • The right to be forgotten. This means that you have the right to request that we remove you from our systems. Depending on the nature of the request there may be some data that we have to keep for legal purposes.
  • The right to data portability. Meaning the right to request that we transfer all or some of your data over to another service.
  • The right to make a complaint to your data protection regulator

If you would like to exercise any of the above rights or need further information please contact us using the information below.

Contacting us

If you have any questions or feedback in relation to our privacy policy, please feel to contact us. Also if any of the following apply to you don’t hesitate to contact us:

  • You feel there has been a miss-use of your data
  • You have noticed any suspicious activity or have received a suspicious email from us
  • Would like to exercise you right to be forgotten
  • Would like to exercise your right to a subject access request
  • If you would like to exercise any more of your rights as mentioned above (see "Your rights?" above)

You can contact us by emailing privacy@roco.co.uk or by writing to us at:

Roco Clothing Limited
Unit 7 Maple Industrial Estate
Bennett Street
Manchester
M12 5AQ
UK

Please note that it may take time to receive your letter or to investigate your email. During this time any incorrect information or and marketing material we are still sending you may still occur.

Changes to our privacy policy

This privacy policy is a working document. We may make minor changes to ensure it accurately reflects how we process your data. If we make any significant changes to the way we process your data we will make it clear on rococlothing.co.uk or we will contact you via email to review the changes before you continue to use our site.

Last updated: 1st July 2019