Crafty Llama takes your privacy very seriously and is committed to protecting your personal information. This privacy policy sets out the way in which any personal information you provide to us is used and kept secure by Crafty Llama. It applies whenever we collect your personal data (including when you use our website or other digital platforms), so please read it carefully.

About this privacy policy
This privacy policy explains what information we may collect about you, how we may use it, and the steps we take to ensure that it is kept secure. We also explain your rights in respect of your personal data.

Please note that our website may contain links to third-party websites / digital platforms which are provided for your convenience, including Trustpilot. We are only responsible for the privacy practices and security of our own digital platform. We recommend that you check the privacy and security policies and procedures of each and every other website / digital platform that you visit.

How to contact us about your personal data or this privacy policy
If you have any questions about this privacy policy or about your personal data, please address your email to Data Protection Officer at hello@crafty-llama.com 

Information we collect and what we use it for
All personal information that we collect about you will be recorded, used, and protected by us in accordance with applicable data protection legislation and this privacy policy. We may supplement the information that you provide with other information that we obtain from our dealings with you or which we receive from other organisations, for example, our sponsors and partners.

In broad terms, we use your data for the following purposes: • to administer and provide products and services you request or have expressed an interest in; • to enable us to administer any competitions or other offers/promotions which you enter into; • to communicate with you in the event that any products or services you have requested are unavailable/back in stock; • for fraud screening and prevention purposes; • for record keeping purposes; • to carry out market research so that we can improve the products and services we offer; • to track your activity on our website; • to create an individual profile for you so that we can understand and respect your preferences; • to personalise and improve your experience on our website; • to personalise and/or tailor any communications that we may send you; and • for profiling purposes to enable us to personalise and/or tailor any marketing communications that you may consent to receive from us.

When we provide you with products or services we may collect and store any personal information that you provide to us. We may, for example, keep a record of your name, address, delivery address, email address, telephone number and payment card details.

When you sign up with us for an online account, register to receive marketing communications from us, enter one of our competitions, fill in one of our forms (whether online or offline) or otherwise expressly provide us with your personal information, we may collect and store any personal information that you provide to us and may use it to personalise and improve your experience on our website, provide products and services you request from us, and carry out profiling and market research.

When you interact with our website, we may also automatically collect the following information about your visit. This is primarily to help us better understand how our customers use our website to enable us create better content and more relevant communications: • how you have reached our website and the internet protocol (IP) address you have used; • which country you visited our website from; • your browser type, versions and plug-ins, and your operating system; • your journey through our digital platform, including which links you click on and any searches you made, how long you stayed on a page, and other page interaction information; • which videos you have watched and for how long; • what content you like or share; • which adverts you saw and responded to; • which pop up, push messages, social media and/or newsletter you might have seen and responded to; • your subscription status; and • information collected in any forms you complete.

We want you to be the first to know about any new products, events, shipment, competitions, and/or occasional offers. If you haven’t already signed up to receive these exciting benefits please click here. You can unsubscribe any time. Please note, if you don’t choose to receive this information, we will be unable to keep you informed of new services, products, events or special offers that may interest you and our ability to inform you of any upcoming offers may also be affected.

We may also participate in Facebook’s ‘Custom Audience’ service from time to time. This service enables Crafty Llama to display to you personalised advertisements when you visit Facebook’s social media platforms. It works by converting your email address to a unique number that Facebook uses to match to unique numbers that Facebook generates from email addresses of its users. Where we use Facebook Custom Audiences, we will only include you if you have consented to receive marketing from us. If you have given us your consent, you can change your mind at any time by unsubscribing or by adjusting your preferences in the preference centre.

Disclosure of your information
In order to provide our products and services to you or to otherwise fulfil contractual arrangements that we have with you, we may need to appoint other organisations to carry out some of the data processing activities on our behalf. These may include, for example, payment processing organisations, delivery organisations, fraud prevention and screening and credit risk management companies.

We may share your data with advertising networks and/or social media platforms for the purposes of selecting and serving relevant adverts to you via those networks/platforms, and to search engine and analytics providers.

We may share your data with third parties (a) if we are under a legal or regulatory duty to do so; (b) if it is necessary to do so to enforce our terms and conditions of sale or other contractual rights; (c) to lawfully assist the police or security services with the prevention and detection of crime or terrorist activity; (d) to obtain feedback on our services and products via external consumer review websites; (e) where such disclosure is necessary to protect the safety or security of any persons; and/or (f) otherwise as permitted under applicable law.

In all instances where we disclose your information to third parties, we will ensure that your information is appropriately protected.

Cookies
In common with many other website operators, we use standard technology called ‘cookies’ on our website. Cookies are small pieces of information that are stored by your browser on your computer’s hard drive and they are used to record how you navigate this website on each visit.

Security of information
We take the security of your personal information seriously. When you submit your credit card details to us, we use industry standard Secure Sockets Layer (SSL) encryption technology to guard your information. In addition, we have security procedures in place to protect our paper-based systems and computerised databases from loss and misuse, and only allow access to them when it is absolutely necessary to do so, and then under strict guidelines as to what use may be made of the personal information contained within them.

Where a password is required to access certain areas of our website, you are responsible for keeping your password secure and confidential. Please do not share or disclose your password to any other person.

Monitoring
We may monitor or record telephone calls for security purposes and to improve the quality of services that we provide to you.

If you are under 18 and register on our website, we will collect your date of birth and retain that with your name and other details you may provide. This is so we can ensure we treat you in an age-appropriate way in line with this policy.

For so long as you are under 18, we will not send you any marketing communications. However, if you have signed up to receive a product or service we may contact you about this.

If you are under 18, you must first tell your parent or legal guardian that you wish to register on our website and get their consent. You must make sure that your parent or legal guardian knows and agrees each time before you: • email us or ask us to email anything to you; • send any information to us; • enter any competition that requires information about you or offers a prize; • offer or agree to buy anything online.

If you are the parent or legal guardian of a user of our website who is under the age of 18 we do not seek your direct consent to their registration, but we expect them to inform you and get your agreement in advance before they register and before each time they do any of the activities listed above.

More about your information – your rights
You may correct or update your personal information at any time by emailing us at hello@crafty-llama.com or by changing your profile. Please include your name, address and email address when you contact us as this helps us to ensure that we accept amendments only from the correct person. We encourage you to promptly update your personal information if it changes.

We will securely retain your information for as long as is reasonably necessary and in accordance with applicable law. If you wish to submit a request that your data be deleted, please write to us at the above email address. You have the right to receive a copy of the personal information that we hold about you. Please write to us at the address above if you wish to exercise this right.

If you have subscribed to receive marketing communications, you can unsubscribe at any time.

Changes to this privacy policy
We aim to meet high standards and so our policies and procedures are constantly under review. From time to time we may change this privacy policy. Accordingly, we recommend that you check this page periodically in order to review the latest version.

Where to make a complaint
If you have a complaint regarding any aspect of your personal data or this privacy policy, please write to us at the above address. If you are still not satisfied with the outcome of your complaint, you may write to the Information Commissioner’s Office at the following address:

Information Commissioner’s Office Wycliffe House Water Lane Wilmslow Cheshire SK9 5AF

You can also contact the Information Commissioner’s Office here: https://ico.org.uk/global/contact-us/