Privacy and Cookie Policy

Information About Us

www.arloandjacob.com is a site operated by Arlo & Jacob, a division of Arlo Living Ltd. We are a company registered in England and Wales, with company number 11861649. Our registered office is at Unit 10 Castle Lane Industrial Estate, Melbourne, Derby, United Kingdom, DE73 8JB. References to "we", "us" and "our" in this policy are to Arlo & Jacob. We are established in the United Kingdom, and we aim to comply with the laws applicable in the United Kingdom concerning data protection, being principally at the date of writing, the Data Protection Act 1998 and the Privacy and Electronic Communications Regulations 2003.  For the purposes of the Data Protection Act 1998 (Act), we are the data controller. Questions, comments and requests regarding this privacy policy are welcomed and should be addressed to us at the above address or at hello@arloandjacob.com.

How Do We Obtain Customer Data?

Data you supply

We obtain data when you order goods from us, including the data you supply through any website or telephone order process. We obtain data when you fill in a form, call us or otherwise submit information to our website, including where you register or subscribe for anything or set up an account. We also obtain data if you register with us to receive offers and newsletters from us.

In accordance with the General Data Protection Regulations (EU 2016/679), we employ strict physical, electronic and administrative security measures to protect your information from access by unauthorised persons and against unlawful processing, accidental loss, destruction and damage both on-line and off-line. The transmission of information via the internet is, however, not secure and therefore we cannot guarantee the security of data sent to us electronically by you. Any transmission of such data is therefore entirely at your own risk. If you have any questions relating to security of your data, please contact us using the details set out in the Contact Us section.

Data we Generate

We also generate and hold data specific to your orders or other contracts with us, including products ordered, payments made, and delivery, performance, complaints and returns information.

Telephone Calls

We may record telephone conversations to use for our internal staff training and for security, fraud prevention and evidential purposes. We treat all recorded calls as confidential and handle your personal data in accordance with applicable data protection laws. Your personal information will be processed securely, stored for the necessary period, and accessed only by authorised personnel who require it for legitimate business purposes. You will be notified of the recorded call via the auto-attendant recording, or by one of our representatives, you have the right to decline or opt out of the recording. Please note that by continuing the call after being informed, your consent is implied. We adhere to the General Data Protection Regulation (GDPR) and the Data Protection Act 2018 to ensure that your personal data is collected and processed in a lawful and secure manner. Recorded calls are securely stored for a 12 month period

Website Browsing

When you browse our website, we may collect information about you, your computer, and your use of our website. Like most websites, we use cookies and other methods to track the way our website is used by our customers, as further detailed in our cookies policy. However, we only collect data that is directly related to your use of our website; so, for example, we do not record other websites that you have visited.

Information We May Collect From You

In order for us to provide the best possible level of service, we gather and hold the following types of information:-

Contact and Identity Information

Your contact and identity. This includes your name, postal, invoicing, and delivery addresses, telephone, mobile, and fax numbers, and email addresses.

Your Account Information

Information concerning any accounts, registrations, subscriptions, or memberships with us, and website preference information.

Payment Information

Your payment details, including payment card data. We use a third party provider to process your payments securely. The provider will gather your credit or debit card information and payment history. They only retain your card information for a limited period of time, to process the specific order in relation to which you provided that information.

Enquiry and Order Information

We generate and hold information specific to your enquiries and orders with us for our products and services, including a record of your orders, payments made, order tracking, fulfilment and delivery, claims, returns and refunds.

Website Usage Information

We record your usage of our site and the products you browse and purchase history through the use of cookies. This helps us to provide you with a more personalised service which is tailored to suit your needs.

Subject to the type of web browser used, our website has video and audio chat functionality. To ensure the best user experience, this will collect information about your computer, including your IP address, operating system and browser type. We will retain this data for 30 days.

Relationship Information

We hold on record information relating to any communications and dealings we have with you, including enquiries and complaints.

What We Use Your Data For

We use your personal date for the following purposes:-

Operate Our Website

We use your data to operate our website and provide you with the services, facilities and functions of our website. This includes managing any accounts or registrations you have with our website and making changes to your settings and profile at your request.

Customer Relationship

Generally, your data allows us to provide you with personalised services and correspond with you separately. The information you provide will be kept confidential and used to support and manage your customer relationship with us, including maintaining your account, informing you of changes and general news in relation to our site, and handling your enquiries and complaints.

Performing Orders

We use your data for the purposes of performing, administering and managing your orders and contracts with us, including taking payment, fulfilling your order, updating you on the status of your order, to request feedback on your customer service experience, and for handling any complaints, issues, returns and warranty claims.

Business Improvement

We use your data along with other data we hold to carry out general (anonymous) assessment, analysis and research in relation to our business, products, services and customers, including to assist in the provision of services and products to you, and to facilitate reviews, developments and improvements to the services and products offered to you.

Advertising

We may use your data to report aggregate information concerning usage of our website to our advertisers. We normally create anonymous statistical data about browsing actions and patterns, and do not identify any individual.

Security, Quality Control, Evidence and Training

We record data for the purpose of security, keeping evidence, fraud prevention, quality control and training.

Marketing

We may use your data for the purposes of direct marketing in accordance with the below.

Marketing And Newsletter

Application

This part of the privacy policy applies if you have consented to receive direct marketing from us, for example by agreeing to receive offers and product updates at the time you ordered goods from us, or by submitting your contact details through a specific form on our site in order to subscribe to newsletters and updates.

What we will Send to you

If you have consented to direct marketing then we may send to you from time to time by email or post, updates, newsletters and other marketing messages relating to us and our products and services, including promotions and offers. As part of our customer service offering we also provide a regular newsletter service. This service provides you with details of special offers and product promotions as well as information on new products.

How to Subscribe

If you have not already subscribed to receive our newsletter and other marketing messages, then please contact us at the address provided above, or submit your details using any form provided on our website, or change the appropriate account setting in any account you have on our website.

Opting Out

If you wish to opt out of receiving the newsletter and other marketing messages, you can do so by contacting us at the address provided above, or, where relevant, by un-ticking any relevant box in your online account details or clicking on the "Unsubscribe" link in promotional emails sent to you. You can subscribe again at any time by following the procedures above.

Disclosure Of Your Information

General

We do not share your data with any third parties except as provided in this policy or as required by law. In particular, we will not share information about you with third parties for direct marketing by those third parties without your further consent.

Third Party Service Providers

In order to perform your orders, collect payment, provide you with a service, and market our products to you, we may disclose your data to third parties (such as credit and debit card processing companies, outside suppliers, sub-contractors, distributors and delivery companies) for such purposes.

Business Improvement

We may share user experience information or other customer level data with companies within our group as well as our trusted third parties, agents and business partners for the purpose of accomplishing our business improvement objectives. These third parties will only use your data for those purposes and will only have access to the data needed to perform the specific service they are providing.

Administration and Legal

We may use and disclose to third parties any information we hold about you and your payment record for the purposes of administration and enforcement of any contract we have with you and related purposes. We may also supply your information to relevant authorities and other third parties where required in connection with any legal process or any legal obligations binding on us.

Statistics

We may provide aggregate statistics (including information derived from your data) about our sales, traffic patterns, and related website information, to trustworthy third parties, but these statistics will include no personally identifying information.

Business Function Outsourcing

Where we use third parties to host, provide, operate or supply any part of our website, databases, systems, business, or services, or carry out on our behalf any of our business functions or actions (including sending mail, processing payments, providing marketing assistance, providing customer and advertising analysis, and providing customer services), then then we may provide your personal data to them as required to perform these functions.

Feedback and Other Interactive Parts of our Website

Where any facility on our website is clearly designed to make certain of your personal data public (e.g. posts you make to any public forum or reviews facility) then any personal data you provide in that forum or other facility, which is provided in circumstances where it is clear that it is intended to be published, will be disclosed to the public accordingly, subject to moderation by us.

How Long Do We Keep Your Personal Data?

We keep your personal data for as long as is reasonably necessary for the purposes described above, and if longer, for the length of statutory claims limitation periods where your personal data may be relevant to any possible liability we may have to you, or for any duration required by law.

Where Do We Store Your Personal Data?

We (and any affiliate, subcontractor or other person processing your personal data on our behalf) may transfer, store and otherwise process your personal data anywhere in the world. Where we disclose your personal data to third parties, that disclosure may also involve a transfer of your personal data anywhere in the world, and those third parties may themselves transfer, store or otherwise process that information anywhere in the world. In each case, we will comply with any legal requirements concerning the transfer of your personal data by us to any third party outside the European Economic Area ("EEA").

What Security Measures Do We Apply?

Our Measures

We are obliged by law to put in place appropriate technical and organisational measures against unauthorised or unlawful processing of your personal data and against accidental loss or destruction of, or damage to, your personal data. We have accordingly implemented security policies, rules and technical measures with a view to achieving this, and all information you provide to us is therefore stored on secure servers.

Transfer of Data to us Over the Internet

We use Secured Socket Layer (“SSL”) software in order to encrypt the personal information that you provide to us whilst it is in transit over the internet from your browser to our website. This will work if your browser is SSL enabled (which most are). You can verify that this is working by looking for the symbol of a closed lock or solid key on the bottom bar of your browser window, and checking that the prefix for the web address in the browser address bar has changed from “http” to “https”. Unfortunately, the transmission of information via the internet is not completely secure and we cannot guarantee the security of your data transmitted to our site or that SSL is completely secure.

Your Rights

You have the following rights in relation to your personal data under the Data Protection Act 1998. If you wish to exercise any of these rights, then please contact us using the contact information set out above.

Finding out what Data we Hold

The Data Protection Act gives you a right to be told what data we hold about you. If you wish to exercise this right, then please contact us using the contact details in this privacy policy. We may charge you a fee of £10 to cover our costs in dealing with your request.

Stopping Marketing

If we are sending you marketing messages, the Data Protection Act gives you a right to ask us to stop doing this. We will provide you with details of how to do this, each time we send you a marketing message. Alternatively, please contact us using our contact details in this policy or on our website.

Use Causing Distress

You have the right to ask us to stop using any data for any purpose, where that purpose is causing you substantial distress. If you have any concerns regarding our use of your data, please contact us using our contact details in this policy.

Changes to your Information

You have the right to ask for the rectification, erasure or blocking of any of your personal information which is inaccurate or not up to date. You may make a request to us to change or modify your information at any time. Further if you are aware at any time that any of the information that you have given to us has changed then please let us know at the earliest opportunity.

Compensation

You may have the right to claim compensation for damage and (in certain cases) distress you suffer if we do not comply with data protection laws.

Complaints to Applicable Authority

The laws we comply with are regulated by the Information Commissioner (www.ico.gov.uk) in the United Kingdom. In addition to your rights above, it is open to you, if you have a complaint or concern, to seek assistance from this regulator, which has powers to compel us to comply with applicable laws and fine us for non-compliance. However, before you do so, we would hope that you will contact us first to discuss any complaint or concerns you have.

What are cookies?

A "cookie" is a small file which asks permission to be placed on your device (Computer, Tablet, Phone). 

Overall, cookies help us provide you with a better online experience. This could be as simple as remembering what you've added to your shopping basket. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Blocking cookies

If you do not want to use “cookies” most Internet browser programs will permit you to turn them off. Should you do this, you will be able to access our site as normal, but some processes that depend on cookies may not work properly.

Changes To Our Policy

We reserve the right to change this privacy policy from time to time and will update this page accordingly. You should therefore periodically visit this web page to determine our current privacy policy.