We are company number 04937718 registered in the United Kingdom. Our registered office is at Wilbraham House, Unit 2 Alvaston Business Park, Middlewich Road, Nantwich, Cheshire, CW5 6PF.
- We take the protection of your privacy and confidentiality very seriously. We understand that you are entitled to know that your personal data will not be used for any purpose unintended by you and will not accidentally fall into the hands of a third party. We preserve the confidentiality of all information you provide to us and hope that you reciprocate.
- The law requires us to tell you about your rights and our obligations to you in regards to your personal data. We do this now, by requesting that you read the information provided at www.knowyourprivacyrights.org.
- Except as set out below, we will never share, sell, or disclose your information to third parties.
- This policy outlines the information that we collect about or receive from you. It describes how and why we process this information. By “process” we mean collect, store, transfer, use, or otherwise act on information.
- Our policy complies with UK law, including the EU General Data Protection Regulation (GDPR).
The Information We Collect About Or Receive From You
We hold customer names, addresses, phone numbers, and email addresses. We do not store payment details. We also hold information submitted via our online sample request and contact forms, by phone, by fax, and by email.
We also collect additional information about your browsing activity. This information is aggregated without reference to you as an identifiable individual and is used solely to monitor the performance of our website, for quality control, and to improve our site, products, and services.
How We Collect Or Receive Your Information
The information we hold has been supplied to us by you when you place (or attempt to place) orders with us, request samples, submit an online enquiry, or contact us directly by phone, fax, or email. We never obtain personal data from any other source.
How We Use Your Information
We use your information to send you the products you have ordered and to contact you if there is a problem with your order. We use your order history to provide additional customer support if you call or email us.
We use emails to inform you of the progress of your order and follow up with two emails to check that everything is satisfactory. These emails give you the opportunity to leave a review, contact us, and to opt out from further emails.
We also contact customers who have started to place an order but failed to complete payment. This allows us to make you aware that your order failed and to help you complete your order if you wish to do so.
If there is a quality issue with, change to, or discontinuation of a product, we may contact you to inform you of the situation and make you aware of your options. We may also contact you, very occasionally, by letter or email when we introduce a new product or service, which we feel may be of interest.
We share your delivery information with Royal Mail and our carrier DPD so they can deliver your order. Some bulk orders are sent directly from our manufacturers, which means that we will also share your delivery information with them. Where orders are sent via DPD, we will share your email and telephone number with them so that they can send you notification of your expected delivery slot.
As stated above, we use anonymous information about your browsing activity to monitor the performance of our website, for quality control, and to improve our site, products, and services.
Our Legal Basis For Processing Your Information
We process your information under two legal bases; contract and legitimate interests.
LEGAL BASIS: CONTRACT
The contract basis allows us to process your information in order to fulfil a contact that we have with you or to respond to a request that you have made as a step towards entering a contract.
When you order labels from us, this creates a contract between you and us. We must process your information to supply you with the labels you have ordered. When you request samples, submit an enquiry via our contact form, or contact us directly, we need to use the information you provide to respond to that request (e.g. by sending your samples or answering the enquiry you submitted to us).
As part of our contract with you, we will use your information to:
- Deliver your order
- Provide updates about the status of your order
- Provide updates about products you have ordered
- Answer your enquiries, send free samples, or provide advice about our products, services, and website
- Verify your identity for security purposes
LEGAL BASIS: LEGITIMATE INTERESTS
The legitimate interests basis allows us to process your information where we believe there is a legitimate interest to do so, where it is necessary to process your information to fulfil that interest, and where processing your information is balanced against your interests, rights, and freedoms.
Very occasionally, we inform customers about problems with, changes to, or discontinuation of products they have ordered or enquired about. We have considered this activity carefully and feel that a maximum of two communications (via post or email) per year is an appropriate and expected level of communication. We believe it is in the interests of our customers to continue with this service, and we need to process your information to deliver these communications.
We also follow up all orders with two emails. These emails give you the opportunity to leave us a review, contact us with any queries or problems with your order, or to opt out of receiving future emails from us. We share partial information about your order with our Review Provider (Reviews.co.uk) to fulfil this process.
You have the right to opt out of all these emails at any time using the unsubscribe link provided in each email or by emailing us at firstname.lastname@example.org.
Other reasons we may process your information
Sometimes, we must process your information in order to comply with a statutory obligation. For example, we may be required to give information to legal authorities if they so request or if they have the proper authorisation such as a search warrant or court order.
Specific Uses Of Information You Provide To Us
Information provided in reviews
When you submit a review of our products, it is on the understanding that your comments will be displayed on our website and may be used on future marketing materials. You can leave a review anonymously or include a name. If you wish to withdraw your review, you can do so at any time by sending an email to email@example.com.
Information provided via our payment gateway
We do not process your payment details. At the point of payment, you are transferred to the secure payment gateway of SagePay or PayPal – depending on how you choose to pay. The payment gateway uses 128 Bit TLS Secure Encryption and ensures that your information is encrypted before being transmitted to SagePay or PayPal. They receive and process the payment details required to verify and authorise your payment.
Information collected by our website
These are small text files stored on your device when you visit certain pages on our website. They help us to keep track of what you have added to your basket and to monitor how users are interacting with our website (so we can analyse our website performance and make improvements). You can use your browser settings to control the type of cookies that your browser will accept and when/if your browser deletes any cookies stored on your device. Please note that if you disable all cookies, you may not be able to use all of our website services.
When you use our website, we may automatically record certain information such as your browser, device, operating system, IP address, device location, referral site, the pages you visit, and any search terms you enter.
This information is collected without reference to you as an identifiable individual and is used solely to monitor the performance of our website, for quality control, and to improve our site.
How We Protect Your Information
Where Your Information Is Stored
Your information is stored on our server and a backup is stored on an Acronis offsite server. Some delivery address information is stored on the servers of our manufacturers and delivery providers. Personal information sent to us via email is stored offsite on our email server. No personal information is stored in a printed format.
Who Has Access To Your Information
Label Planet customer service personnel and directors have access to your information via computers in our offices. Only authorised Label Planet employees have access to the secure office.
We do not offer an account service on our website, so you cannot login to an account to view your information online.
Customer service personnel at our manufacturers have access to delivery addresses for customers who place bulk orders. We supply emails and phone numbers to DPD so they can provide you with an expected delivery slot.
Our computer maintenance company and our web development company have restricted and controlled access to our systems when this is necessary for maintenance. Our payment gateway providers have access to your payment details and our reviews provider has access to partial details about your order. Where appropriate we have non-disclosure agreements in place with third party companies and have satisfied ourselves that they are compliant with current legislation.
How We Protect Your Information
All information has at least two levels of password protection. All systems are protected by firewalls. Our website uses Transport Layer Security (TLS) to encrypt your connection (and any information you submit) before it is transmitted over the Internet.
We have commercial grade virus protection, which automatically updates and we only run current versions of commercial software. We generally keep PCs for 3 years and destroy their hard drives prior to disposal.
All terminals and servers have at least two levels of physical protection to prevent physical access. All access to personal information by Label Planet staff takes place in our supervised customer service section. No staff have laptops or any remote access to personal data.
Access To Your Own Information
You have the right to request a copy of the information that we hold about you, in addition to requesting alterations to or deletion of your information. To do this, contact our Customer Service Team by phone or email a request to firstname.lastname@example.org.
When we receive any request to access, edit, or delete information, we will take reasonable steps to verify your identity before taking any action. This is important to safeguard your information. If you want us to delete your information, we will also make you aware of the consequences of this action prior to any alteration or deletion. For example, this may limit the services and level of customer support that we can provide to you.
Retention Period For Your Information
We keep your information only for as long as required:
- to provide you with the goods and services you have requested;
- to provide ongoing customer support;
- to comply with other laws, including the period demanded by our tax authorities;
- to support a claim or defence in court.
Compliance With The Law
Updates To This Policy
We may update this privacy notice from time to time as necessary. The terms that apply to you are those posted here on our website on the day you use our website or contact us directly. We advise you to print a copy for your records.