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Privacy Policy

PRIVACY POLICY

Our promise

We promise to keep your data safe and secure.

Here is all you need to know about the data we hold about you and how we use it.

  • We’ll only use your data to improve your shopping experience with us.
  • We’ll protect the data we hold about you.
  • You decide what we send you and how often.
  • We’ll only take the data we need and will delete it once no longer needed.

Protecting Your Privacy

At Muddy Puddles (Muddy Puddles Ltd.) we are 100% committed to protecting the privacy and security of our customers and site visitors.

In this Privacy Policy "Personal Data" refers to information that can be used to identify you, directly or indirectly, alone or together with other information. This includes things such as your full name, email address, telephone number, precise location, device IDs, IP address, certain cookie and network identifiers.

The processing of your personal data shall always be in line with the General Data Protection Regulation (GDPR), and in accordance with the country-specific data protection regulations applicable to Muddy Puddles.

The data controller — the company that’s responsible for your privacy—  for the purposes of the General Data Protection Regulation (GDPR), other data protection laws applicable in member states of the European Union and other provisions related to data protection is:

Muddy Puddles Ltd.
Bridge House, Severn Bridge, Riverside North
DY12 1AB Bewdley
United Kingdom


Phone: 01299407150

Website: www.muddypuddles.com

 

If you have any questions about how we Protect Your Privacy, drop us a line at dataprotection@muddypuddles.com. Any data subject may, at any time, contact our Data Protection Officer directly with all questions and suggestions concerning data protection.

The legal bases we rely on

There are a number of different reasons for which we may collect and process your personal data, including:

Consent

We may collect and process your data with your consent. For example, when you tick a box to receive our email newsletter.

Contractual obligations

We may collect and process your personal data to comply with our contractual obligations. For example, we’ll collect your address details to deliver your parcel.

Legal compliance

We may collect and process your personal data to comply with our legal obligations. This could include, for example, data about people involved in fraud or other criminal activity.

Legitimate interest

We may collect and process your personal data to pursue our legitimate interests in a way which might reasonably be expected as part of running our business. This does not materially impact your rights, freedom or interests. For example, we may use your order history to send you personalised offers or direct marketing information by post, telling you about products and services that we think may interest you. We also use your shopping history for trend analysis.

When we collect and process personal data

When you create an account or interact with our website.

When you place an order with us online or by telephone.

When you communicate with us via email, telephone, instant message or social media.

When you sign up for promotional materials or email newsletters.

When you connect or engage with us through social media.

When you enter prize draws or competitions.

When we collect data from third parties or publicly-available sources.

When we leverage and/or collect cookies, device IDs, Location, data from the environment, and other tracking technologies.

When we aggregate and centralize our data.

When we comply with Legal Requirements or Obligations, Law Enforcement, and for Public Safety Purposes.

How we use your information

We have listed below in detail the information we collect from you, how we use it and why.

Your name, address, telephone number and email address

How we use this information

Why?

To deliver your order to your address.

We need to do this to fulfil our contract with you.

Send you service messages via email or text such as order updates, delivery tracking.

So that you are up-to-date on when your order is due and we can fulfil our contract with you.

Send you our email newsletter.

We only do this with your permission to keep you updated and show you products that may interest you.

Send you updates about our products via post.

We only do this with your permission to keep you up-to-date with our newest products that may interest you.

Fraud prevention

To detect and prevent fraud against you or Muddy Puddles.

Show you adverts as you browse the web

So you can see products that may interest you as well as the newest Muddy Puddles arrivals and offers.

To ask for your feedback on your purchase

So that you and other Muddy Puddles customers get the best possible service.

 

Information about your phone or laptop, and how you use our website

This information includes your IP address and device type and, if you choose to share it with us, your location data, demographic data, gender as well as how you use our website.

How we use this information

Why?

Improve our website and set default options for you

To give you the best possible shopping experience

Fraud prevention

To detect and prevent fraud against you or Muddy Puddles.

Show you adverts as you browse the web

So you can see products that may interest you as well as the newest Muddy Puddles arrivals and offers.

To find out what you and other customers like

We do this to give you and other Muddy Puddles customers the best possible shopping experience.

Recommend you products as you browse our site

To enhance your browsing experience.

Show you adverts as you browse the web

So you can see products that may interest you as well as the newest Muddy Puddles arrivals and offers.

 

Your payment information

This means your card, PayPal or Amazon Pay information. Don’t worry, we don’t keep any of this information.

How we use this information

Why?

Take payments and give refunds

We have to do this to be able to fulfil our contract with you.

Fraud prevention

To detect and prevent fraud against you or Muddy Puddles.

 

Your contact history with us

This includes emails, telephone calls, feedback, reviews, instant chat or social media messages.

How we use this information

Why?

Provide you customer service and support

We have to do this to be able to fulfil our contract with you. We want to give you the best experience possible.

Staff training

To make sure we provide our customers the best possible customer service.

1 Year quality guarantee

To ensure we can honour our one year quality guarantee

 

Your shopping history and wish list items

Information about what you bought from us, items you saved in your basket and items you saved on your wish list.

How we use this information

Why?

Take your order

We have to do this to be able to fulfil our contract with you and sell you products.

Provide you customer service and support

We have to do this to be able to fulfil our contract with you. We want to give you the best experience possible.

To find out what you and other customers like

We do this to give you and other Muddy Puddles customers the best possible shopping experience.

Recommend you products as you browse our site

To enhance your browsing experience.

 

Information from accounts you link to us

This includes information from accounts you link to us such as Amazon Pay and PayPal

How we use this information

Why?

To enable you to log in and/or make payment without having to create a specific account.

To make it easier for you to shop the Muddy Puddles website.

 

You don’t have to give us this personal information but if you decide not to, you may not be able to place an order on the Muddy Puddles site and you are unlikely to receive our optimal shopping experience and customer service.

We also anonymise and aggregate personal information (so that it does not identify you) and use it for purposes including testing our IT systems, research, data analysis, improving our site and app, and developing new products and services. We also share this information with third parties.

Sharing your information

We do not, and will not, sell any of your personal data to any third party – including your name, address, email address, telephone number or credit card information. We want to earn and maintain your trust, and we believe this is absolutely essential in order to do that.

We do however, with your permission or if it is in your legitimate interest or that of Muddy Puddles, share your name, address and information on what you buy with Epsilon Abacus and Experian.

Epsilon Abacus (registered as Epsilon International UK Ltd) is a company that manages the Abacus Alliance on behalf of UK retailers. The participating retailers are active in the clothing, collectables, food & wine, gardening, gadgets & entertainment, health & beauty, household goods, and home interiors categories. They share information on what their customers buy. Epsilon Abacus analyses this pooled information to help the retailers understand consumers’ wider buying patterns. From this information, retailers can tailor their communications, sending people suitable offers that should be of interest to them, based on what they like to buy.

Epsilon Abacus only shares your information with trusted retail partners, companies operating in the clothing, collectables, food & wine, gardening, gadgets & entertainment, health & beauty, household goods, and home interiors categories.

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.

Your personal data is shared with Experian Ltd for the purposes of managing a service called Club Canvasse, a home shopping and direct retailer data co-operative of which Muddy Puddles are members. By sharing information on what customers buy and pooling that with contributions from other members of the co-operative, the service allows us to better understand our customers and to communicate with you more effectively. To understand more please click through to their website here.

We also share your personal data with the following categories of companies as an essential part of being able to fulfil our contract with you and provide our services to you.

  • Companies that help us fulfil your order, take payment or deliver your orders to you, such as payment service providers, third party warehouses, order packers, and delivery companies
  • Professional service providers, such as marketing agencies, advertising partners and website hosts, who help us run our business.
  • Companies that help us improve our website and services, such as feedback engines and website analytics tools.
  • Companies approved by you, such as social media sites (if you choose to link your accounts to us).

Our policy we apply to companies we share your information with

We provide only the information they need to perform their specific services.

They may only use your data for the exact purposes we specify in our contract with them.

We work closely with them to ensure that your privacy is respected and protected at all times.

If we stop using their services, any of your data held by them will either be deleted or rendered anonymous.

Companies we share your information with

To help personalise your journey on the Muddy Puddles website, show you products and services that may interest you and to fulfil our contract with you we currently use the following companies who may process your data as part of their contract with us:

Google

Bing

Ometria

HotJar

Nosto

Magento

Elucid

MentionMe

Braintree

Paypal

Amazon

Sonassi

Woobox

Feefo

Facebook

Instagram

Clientbase

TwoJay

DPD

Royal Mail

Abacus

Experian

Woobox

 

Marketing communications

With your permission or if it is in your legitimate interest or that of Muddy Puddles, we’ll send you marketing messages by email or post or by post from trusted third party companies that may interest you to keep you up-to-date with our newest products, latest news, biggest offers and best competitions.

How to stop receiving marketing messages from Muddy Puddles

You can stop receiving marketing messages from us at any time by:

  • By clicking ‘unsubscribe’ from any email you received from us (this will only stop email communications)
  • By contacting our customer service team

By contacting Customer Services, you can choose exactly which types of communications you would or would not like to receive.

All changes to your email communications may take up to 5 working days to process, changes to your postal communication may take up to one month to process.

Stopping marketing messages will not stop service messages (such as order updates or delivery updates).

Seeing adverts for Muddy Puddles online

We also engage in online advertising, to keep you up-to-date with everything Muddy Puddles and to help you see and find our products.

Like many companies, we target banners and online adverts to you when you are browsing other websites. We do this using a variety of digital marketing networks and ad exchanges, and we use a range of advertising technologies like pixels, ad tags, cookies, and mobile identifiers, as well as specific services offered by some sites and social networks, such as Facebook’s Custom Audience service.

The banners and ads you see will be based on information we hold about you, or your previous use of Muddy Puddles or your previous interaction with the Muddy Puddles adverts.

Your information outside the EEA

Your personal information may be processed by our service providers outside the European Economic Area in countries that don’t have the same standards of protection for personal information as the UK. If your personal information is processed outside the European Economic Area we will ensure that your personal information will be adequately protected as required by data protection law.

Keeping your information

We retain your information as long as your account is active or as long as it is needed to be able to provide the services to you or for as long as we are required to by law unless you request deletion of our information.

At the end of the retention period, your data will either be deleted completely or anonymised, for example by aggregation with other data so that it can be used in a non-identifiable way for statistical analysis and business planning.

We may retain some of your information after account deletion if:

  • If there is an unresolved issue relating to your account, such as an outstanding credit on your account or an unresolved claim or dispute;
  • If we are required to by applicable law; and/or in aggregated and/or anonymized form;
  • If reasonably necessary or required to meet legal or regulatory requirements;
  • If reasonably necessary to resolve disputes, prevent fraud and abuse, or enforce our terms and conditions.

How we protect your personal data

We secure access to all transactional areas of our website using ‘https’ technology.

Access to your personal data is password-protected, and sensitive data (such as payment card information) is secured by SSL encryption.

We also regularly monitor our system for possible vulnerabilities.

In case of a personal data breach we will notify you of a breach within 72 hours of becoming aware of it.

Your rights

You have a lot of rights relating to your personal information:

  • The right to be informed about how your personal information is being used
  • The right to access the personal information Muddy Puddles holds about you
  • The right to request the correction of inaccurate personal information we hold about you (you can also do this through My Account)
  • The right to request that we stop processing it or collecting your data
  • The right to erasure (right to be forgotten)
  • The right to stop direct marketing messages (you can do this through My Account), and to withdraw consent for other consent-based processing at any time
  • The right to request that we transfer your data either to you or another service provider
  • The right to contact the regulator

If you have any complaints in regards to how Muddy Puddles handles your personal data you can contact the ICO (Information Commissioner’s Office)

CALL 0303 123 1113

Or go online to www.ico.org.uk/concerns

 

Changes to how we Protect Your Privacy

If we make significant changes to this policy, we will make these clear on the Muddy Puddles or by some other means of contact such as email, so that you are able to review the changes before you continue to use the Muddy Puddles website.

Cookies

We use cookies on our website. For more information on cookies, please see our cookie notice.

Our website uses cookies in order to provide added functionality and enhance your browsing experience. Cookies are harmless text files, used by all web browsers in order to provide a more tailored web browsing experience. If you would prefer not to receive cookies from Muddy Puddles please refer to your browser privacy settings. Please note that preventing cookies may render parts of the website inoperable and/or prevent certain content from appearing on pages viewed.

Our website uses cookies in order to provide added functionality and enhance your browsing experience. Cookies are harmless text files, used by all web browsers in order to provide a more tailored web browsing experience. If you would prefer not to receive cookies from Muddy Puddles please refer to your browser privacy settings. Please note that preventing cookies may render parts of the website inoperable and/or prevent certain content from appearing on pages viewed.

PLEASE NOTE THIS WEBSITE ALLOWS:

  • Third party vendors, including Google, to show this websites ads on sites on the internet.
  • Third party vendors, including Google, to use cookies to serve ads based on a user's prior visits to this website.
  • Users may opt out of Google's use of cookies by visiting the Google advertising opt-out page. (Alternatively you can opt out of a third party vendor's use of cookies by visiting the Network Advertising Initiative opt out page.)
A cookie is a very small piece of information that a website stores to save and collect basic information. Many cookies are essential to the operation of our website, for example to allow you to make a purchase or create an account with us. Cookies on our site are also used to customise certain areas of content just for you, and to make your browsing experience more efficient and faster.

Cookies on our website are used for the following purposes

  1. To enable you to add items to your shopping basket and purchase them.
  2. To enable you to create an account to have information such as order history, or your details remembered for later.
  3. To improve the website’s usability by saving you time on making a purchase or tracking your order.
  4. To analyse the use of our website through Analytics software such as Google Analytics.

The cookies our website uses do not collect any sensitive information such as your name, address, email address, or any other contact details.

The cookies this website uses are:

CookieNamePurpose
Google Analytics _utma 
_utmb 
_utmc 
_utmz
These cookies are used to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site. The cookies collect 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. 
To opt out of being tracked by Google Analytics across all websites visithttp://tools.google.com/dlpage/gaoptout.
eCommerce Platform blucommerceCountry This cookie is used to determine which country the visitor is from, so that content and shipping costs shown are accurate for those customers. This is determined based on a GeoIP lookup or data provided through their account or while purchasing.
  blucommerceState This cookie is used to determine which region the visitor is from, for the same reason as blucommerceCountry
  blucommerceCurrency This cookie is used to determine which currency to show on the site, based on the country the visitor is from and whether they've chosen to view the site in another currency.
  blucommerceDeviceType This cookie is used to determine which type of device is being used to browse the site, and to show a mobile specific site in certain scenarios.
  blucommerceLang This cookie is used to determine which language to be used on the site, based on the country the visitor is whether they've chosen to view the site in another language.
  blucommerceReferrers This cookie is used to determine how the visitor found the site, whether it's from a third party affiliate, from a marketing email or another source.
  blucommerceVariates This cookie is used to determine what content to show to the customer when testing new features and functions on our site to improve our customer experience.

To fully disable cookies on our website, you will need to change the settings in your website browser.

Full instructions for all browsers can be found here.

Get in touch

We are always happy to hear from you. You can speak to one of our helpful and experienced Muddy Care Customer Services team with any questions regarding this policy, your rights or any complaints.

 

CALL US      01299 407150 (Monday to Friday, 9am-5pm)

EMAIL US    customerservices@muddypuddles.com

ADDRESS   Muddy Puddles, Bridge House, Severn Bridge, Riverside North, Bewdley, Worcestershire, DY12 1AB

 

You can also contact our privacy team on dataprotection@muddypuddles.com

 

Version 1.0

Date 02/05/2018

© 2018 Muddy Puddles. All Rights Reserved. Registered in England & Wales. Company no. 04686418