Privacy Policy

The purpose of this document is to bring your attention to In The Frame (Manchester) Ltd's (trading as Frames.co.uk) policy regarding the use of, and protection of, personal data stored on our systems. It also explains how we use the information we collect about you, how you can instruct us if you prefer to limit the use of that information and procedures that we have in place to safeguard your privacy.

In accordance with the Data Protection Act 1998, In The Frame (Manchester) Ltd is registered as a 'Data Controller' on the public Register of Data Controllers as maintained by the UK's Information Commissioner.

Compliance

Information Commissioners Office - Registered Data Controller - ZA286204.

PCI DSS Compliant.

We store your data on secure servers within the UK.

Your data is encrypted during transit from your computer to our secure UK servers.

Personal Information We Collect

We collect the personal information required to process and ship your order. Your personal information is encrypted in transit.

In order for us to take and fulfill an order, we will be required to collect some personal information from you. This will include your full name, delivery and billing address, email address and IP address. You can optionally provide us with your company name and phone number. We require your email address so we can email your invoice to you as it is very important to double-check your invoice for errors before manufacture begins. You can optionally provide us with your phone number, we recommend this as we send out free text messages with delivery updates including a one-hour time slot on the day of delivery. In order to process a payment, our merchant providers Stripe or PayPal will be required to collect your payment details. Frames.co.uk never see's or stores your payment details. All your personal details are encrypted securely using SSL Security which is confirmed by a padlock being displayed in your browser. Your personal details will be stored on secure servers within the UK. We store your details to make it quicker and easier for you to shop again with us. We also store your IP address. This is used for multiple uses including fraud prevention and to help us improve our website by analysing how our customers use it.

Your personal information is used internally on a need to know basis and is only used to process your order (fulfil your contract with us). Our staff members only have access to what they need to know to fulfil your contact with us. For example, packaging staff will have access to your name and address until your order has been dispatched, once dispatched they will no longer be able to access these details. Customer service staff will be able to see your entire order and personal details until your order has been dispatched. Once dispatched, your personal details are hidden from the order and will only be displayed if you call up to repeat an order or place a new order and want us to deliver to the same address as a previous order.

We enforce a strict policy for the destruction of all printed documents containing your personal details. When you place an order with us your 'job sheet' will be printed and stay with your order during production within our UK factory. This job sheet contains your full name, delivery address, phone number (required in case we need to call you with a query) and email address (in case we can not get through via phone). When your order has been dispatched your job sheet will be securely bundled at the end of the day with the rest of the day's orders. We keep the daily bundled job sheets for 1 week before destruction in case there are any issues with your order, we can look back through any written notes on the job sheets.

Third Parties

We will never rent or sell your information to third parties.

We will share some of your personal information with trusted third parties in order to process and fulfill your order. We recommend checking the privacy policies of these companies if you wish to learn about how they use your personal information. Please note their privacy policies are liable to change at any point and are beyond our control. Please check them regularly.

• In order to deliver your order, we will share your full name, email address, phone number and delivery address with a courier. Usually, but not limited to, DPD / DPD Local for frames or Royal Mail for small items such as hanging kits or tape. Please note, we reserve the right to use any courier we see fit without prior notice.
• In order to take payment for your order, your payment details will be collected and processed via our credit card merchants, Stripe or PayPal. We will also provide Stripe with your full name, email address, phone number, billing address, delivery address, ip address and your order id. Stripe will provide Frames.co.uk with the last 4 digits of your card number, it's expiry date and the type of card you used to pay, for example, Mastercard, Visa etc. Stripe will also provide Frames.co.uk with a fraud risk score, used to help us prevent fraudulent transactions. For maximum security, Frames.co.uk never see or store your full card number or security code. All payment information is handled by the payment processors, Stripe or PayPal, and is not handled by Frames.co.uk.
• If you decide to use an alternative payment method, including, but not limited to Apple Pay, Google Pay, Klarna, the respective payment provider will collect your payment details and process your payment. They will also see your full name, email address, phone number, billing address, delivery address, ip address and your order contents.
• In order to contact you via email, for example, sending your order confirmation email, we will share your full name and email address with our email processing providers, Rackspace, Mandrill, Mailchimp and FreshDesk. These providers will also handle any email attachments, including your order's invoice, which contains your full name, phone number, email address, delivery address and billing address.
• In order to collect genuine reviews from our customers, we will share your full name, order number and email address with TrustPilot. TrustPilot will also receive a copy of your order invoice as proof of purchase which contains your full name, phone number, email address, delivery address and billing address.
• In order to provide delivery and order updates by sms text message, we will share your phone number with our phone and text messaging providers, Twilio. Courier companies will also receive your phone number in order to provide you with a delivery time slot on the day of delivery. We never send spam or advertisements to your mobile by text message.

Information We Collect

We collect information to provide a better experience to all of our users - from figuring out basic things like what version of web browser you are using to deliver the best version of our website, to more complex things like how our website performs across different devices, such as mobile phones and tablets.

We collect information in the following ways:

• Information you give us. For example, when you check out on our website, we ask you for personal information, like your full name, email address, telephone number, billing and delivery address and your payment details. Frames.co.uk do not see your payment details, when you enter them they are handled directly by Stripe or PayPal, who are our payment providers.
• Information we get from your use of our website. This information includes:
• Device information. We collect information about what browser you are using and your IP address. Browser information is mainly used to show you the correct version of our website. We will show different versions if you are on a mobile phone due to the differences in screen size. We collect your IP address for security reasons. If we detect unusual activity from an IP address we have the facilities to ban it from accessing our services. Your IP address is not personally identifiable unless you place an order with us. Once you have placed an order with us, if you visit our site again we will be able to identify you by your ip address.
• Information collected by Google Analytics. We use Google Analytics to provide us with the analytics required to make business decisions. The information collected can not be used to identify you personally but is required by us to monitor the performance of the web site.

We do not track your browsing habits across other websites, we can only record information from our own website.

All the data we collect is processed in accordance with the Data Protection Act, we are registered as a data controller with the Information Commissioner's Office, registration number ZA286204. The information we collect is only used for the purposes of processing and fulfilling your order and assisting with the process of any future orders placed with us. For example, if you would like to place a second order with us, you won't need to enter your delivery address again if it has not changed. Making your checkout experience quicker and simpler.

Information Security

Frames.co.uk never see your credit or debit card details. All payments are handled by our payment processors, Stripe or PayPal.

We work hard to protect Frames.co.uk and our users from unauthorised access, unauthorised alteration, disclosure or destruction of information we hold. In particular:

• Where possible we host our services within Google Data Centers to take advantage of their vast knowledge and experience with Information Security, Data Center Physical Security, Server and Software Security, Data Access, Data Disposal, Data Encryption, Secure Global Networks, Intrusion Detection, Security Scanning, Compliance, Certifications, Operating System Patches, Firewalls, Penetration Testing, Logging, Monitoring, Sensitive Data Management, PCI Regulations and HIPAA Regulations. More information on the security at Google's Data Centers can be found here. https://cloud.google.com/security/
• We use other secure UK data centres in addition to Google.
• All of our network traffic passes securely through CloudFlare. CloudFlare sits between the visitor and the Frames.co.uk servers, providing a layer of security and caching. The connection is fully encrypted from the visitor to CloudFlare and from CloudFlare to Frames.co.uk.
• We encrypt many of our services using SSL.
• We regularly review our information collection, storage and processing practices, including physical security measures, to guard against unauthorised access to systems.
• We restrict access to personal information to Frames.co.uk employees who need to know that information in order to process it and are subject to strict contractual confidentially obligations. Staff will be disciplined or their contract terminated if they feel to meet these obligations.
• For maximum security, Frames.co.uk never see or store your full card number or security code. All payments are handled via our merchant providers, Stripe or PayPal. Frames.co.uk will only ever see the last 4 digits of your card number, expiry date and the type of the card you paid with.

How We Use Cookies

Cookies are very small text files that are stored on your computer when you visit some websites.

We use cookies to help identify your computer, so we can tailor your user experience, track shopping basket contents and remember where you are in the order process. You can disable any cookies stored on your computer, but this may stop our website from functioning properly.

This website uses cookies to:

• Remember what is in your shopping basket.
• Anonymously track the pages you visit via Google Analytics.
• Allow you to share pages with social networks, such as Facebook.

Third party services, including, but not limited to, Google Analytics, Google Ads, Microsoft Advertising, Facebook, NextRoll and Awin may also use cookies. We do not have access to or control over these cookies.

When you visit our website you will be shown a cookie message. If you click the "Accept" button we will assume you are happy to receive all cookies from our website. If you click the "Reject" button we will only use the cookies required to make our website work (for example, to remember what is in your shopping basket).

Marketing

We will never send you marketing messages via text message.

When checking out on our website, we will give you the choice to opt-in to our marketing emails. If you opt-in, we will occasionally send you marking messages via email, most commonly emails containing exclusive gift vouchers.

You can unsubscribe from these marketing messages any time by clicking the unsubscribe link at the bottom of our emails.

We will never send marketing messages via text message.

We use third party services, including Google Ads, Microsoft Advertising, Facebook, NextRoll and Awin to display our advertising on other websites. These third party services may use cookies, web beacons and other technologies to collect information about your use of our advertising services as well as other websites, including your IP address, web browser, pages viewed, time spent on pages, links clicked and conversion information. This information may be used by Frames.co.uk and third parties to, among other things, analyse and track data, determine the popularity of certain content, deliver advertising and content targeted to your interests on our site and other websites and better understand your online activity.

Data Requests

Under The Data Protection Act 1998 you have the right to find out what information we hold about you.

We only hold personal information for people who have placed an order with us in the past. We don't store any personally identifiable information for anyone who has not placed an order with us. The personal information we hold about our customers is limited to the information provided during checkout and includes: Name, Phone Number, Email Address, Delivery Address, Billing Address. We also store your IP address and any IP addresses you have used when placing orders with us online.

You have the right to request a copy of the personal information we hold about you and we do not charge a fee for dealing with such a request. To make the request, please write to us at Data Protection Officer, Frames.co.uk, 58 Ashfield Road, Sale, Cheshire, M33 7DT. Please make sure to include your Full Name and Address and any order numbers you have received from us in the past so we can locate you in our database. We will respond within 40 days to your request.

Your Rights

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

• You have the right to be informed about how your personal information is being used (which is the purpose of this privacy policy).
• You have the right to access the personal information we hold about you, which is explained under the 'Data Requests' heading above.
• You have the right to request correction of inaccurate personal information we hold about you. To do this, please contact us and we'll be happy to assist promptly.
• You have the right to request that we delete your data, stop processing ir or collect it. To do this, please contact us and we'll be happy to assist promptly.
• You have the right to request that we transfer or port elements of your data either to you or another service provider. To do this, please contact us and we'll be happy to assist promptly.
• You have the right to complain to the Information Commissioner's Office.

How To Contact Us

For information and requests regarding privacy, security and data protection, it's best to write to our data protection officer directly. Please include details of how to respond to you within your letter, such as a reply address, email address or phone number. All requests will be responded to within 40 days.

Data Protection Officer
Frames.co.uk
58 Ashfield Road
Sale
Cheshire
M33 7DT

For all other queries, click here to find our contact details for sales and customer services. Please include your order number if you have one.