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 porcupineproducts.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 Porcupine Products Employees. For purposes of quality control and training, calls and emails may be monitored.
• If you have 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.

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 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.
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 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:
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:
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:

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 info@porcupineproducts.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 info@porcupineproducts.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.
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 porcupineproducts.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.

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 porcupineproducts.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.

By visiting porcupineproducts.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.