At ArdMoor, we are totally committed to protecting the privacy, security and wishes of you, our customer. We will only use your data to help us to provide the best experience for you and we will protect your data as if it is our own. We’ll always respect your choices on what we do with your data and how we contact you and we will only keep it as long as necessary.
Who are we?
ArdMoor Ltd (referred to in this policy as “ArdMoor”, “we”, “our”, “us”) is registered in Scotland at ArdMoor Ltd, Registered Office Cavalry Park, Kingsmeadows Road, Peebles, EH45 9BU and operating from The Granary, Kingston, North Berwick, East Lothian. EH39 5LT
What information do we collect?
We may collect the following information from you when you communicate with us or fill in forms on our website such as when you make a purchase or when you register for information:-
- Your name and contact information including email, billing and postal address and your telephone number.
- Your billing and marketing preferences in order to tailor our communications to you.
- Details of your contact and purchase
- Transaction information
How do we use your data?
- Delivery. In order to fulfil our promised delivery and contract to you, we will need to supply your delivery address, phone number and email address to our chosen courier for your delivery. They will only use it for the purposes of delivering your goods.
- Marketing via Email. At every interaction point you will have the choice to opt out of marketing messages if you wish to do so. This will be actioned immediately upon your request.
- Research and Analysis. It’s important we listen to our customers through their feedback in order to allow us to develop the ArdMoor proposition to deliver better service and products. We use a company called Trustpilot to gather independent reviews of both our service and our products and you can choose whether to do so or not.
- Payment Details. We don’t store your payment details and we use PayPal’s payment system to provide a fully secure payment portal. For further information on our secure payment system please see our Secure Payment Policy
When we use third party service providers, we only disclose the personal information that is absolutely necessary to deliver the service to you and we have a contract in place that requires them to keep your information secure and not to use it for their own purposes. However, we may also disclose your personal information to third parties:
- Where we are legally required to disclose your information
- To assist fraud protection and minimise credit risk
- In the event of our business being sold.
What we will never do with your data
- We will never sell it to any third party
- We will never leave it unprotected
- We will never ignore your wishes.
How do our marketing opt-ins work?
You are not automatically opted in to receive our marketing. You have the choice to opt in when you sign up to our newsletters, make a purchase or register for an account with us. Having done so, at every interaction point, you will have the opportunity to change your preferences. You may change your opt in status at any time through your relationship with us either by utilising your account option online or by clicking the unsubscribe link in any email your receive from us.
Where is your information stored?
Your information will always be held within the parameters of the European Economic Area excepting:
- Those occasions where a delivery address is needed to be given for the purposes of delivery to an address outwith the EEA.
- We use Mailchimp as our email marketing tool and their database may be stored outside the EEA but will always be held securely and confidentially.
How long is your information kept?
We do need to maintain your information for a certain period of time to provide customer support, purchase history, manage warranties and prevent fraud and analytics.
We will maintain these records for the following timescales:-
- Cookie and browsing behaviour – 30 days
- Email sign ups where no purchase has been made – 2 Years
- Purchases – we will maintain order information for 7 years since last purchase.
What rights do you have?
You have the right to stop receiving direct marketing messages at any time as detailed under the “How do our Marketing Opt Ins Work?” section above.
You have the right to the correction of any of your records.
You have the right to access your records at any time.
You have the right to have your records anonymised at any time.
You have the right to request that we provide your details to you or any other service provider.
You have the right to complain to your countries data protection regulator.
You have the right to restrict the profiling of your data.
If you wish us to help you with any of the above rights, please email firstname.lastname@example.org
More details on your rights
You have the right to request a copy of the information we hold about you and to ask us to confirm how we use your information. If the information we hold about you is not accurate, complete and up to date, you may request that we correct this information.
Please put your request to access your information in writing to our Managing Director at the address given below. It is helpful if you could explain what particular records you are seeking, but you do not have to say. You will need to provide two forms of identification being a current passport (the page with your personal details), driving licence, birth certificate, utility bill from the last three months, current vehicle registration document, bank statement from the last 3 months or a rent book from the last 3 months. We don’t store this identification but it is needed solely to verify the requestors identity.
In certain circumstances you can ask for the data we hold about you to be erased from our records or transferred to another organisation. Where certain conditions apply, you have the right to ask us to restrict the processing of your personal information. You also have the right to object to certain types of processing such as direct marketing, automated processing or profiling.
If you would like further information about your rights or wish to exercise them, please write to our Managing Director – Anthony Stodart. If we are unable to fulfil your request for any reason, we will provide you with a reason as to why we can’t.
If you are not happy with the way we have handled your data and are unable to resolve the issue with us personally then you have the right to lodge a complaint with the Information Commissioner’s Office, the UK’s independent authority for privacy matters.
Ongoing changes to data protection
The online digital world is rapidly changing and always evolving. In order to maintain a competitive, customer focussed business, we may from time to time make amends to this page. If we make significant changes then we promise to notify you so that you are able to review and amend your consent as required.
How do I know when my order has been dispatched?
When your goods have been dispatched from ArdMoor you will receive an email confirming they have been dispatched. We use Royal Mail’s next day tracked service so you should receive your goods the day after you receive this email. If you have an over-sized order such as a fishing rod then we would normally use Parcelforce for the delivery in which case please allow an extra day for your order to arrive after despatch.
I want to set specific delivery instructions, is this possible?
If you have any special delivery instructions, please specify them when confirming your order and we will ensure they are given to Royal Mail. If you wish to change your instructions please do so as soon as possible after your receive your order confirmation email so we can ensure your changes will be put into effect.
We will do our upmost to ensure that Royal Mail follow your delivery instructions. We recommend that you do leave instructions for your goods to be left with someone who can sign for it, as we cannot accept liability for goods left without your signature. If you are unavailable at your home address, why not get it delivered to your place of work?
How much will delivery cost?
We deliver to all UK postcodes for FREE when you spend £100. For orders under £100, we have a flat rate of only £5.95 for the whole of the UK.
We deliver to the Rest of the World for FREE when you spend £500. For orders under £500, the delivery cost is calculated depending on your location and what you have ordered and it will be clearly stated in your shopping basket.
How will my goods be delivered?
Our UK orders are sent out via Royal Mail’s Tracked & Signed For service as standard. Larger items may be sent using an Express courier service.
International orders are sent by courier – we use DHL as standard, or UPS for Russia (business addresses are preferred in this case). Our couriers may contact you with delivery options.
What would happen if I miss my delivery?
In the case of failed delivery, your goods will be taken to the relevant Royal Mail Sorting Office and a card put through your letter box with contact details to arrange delivery or pick-up.
Can I rearrange a missed Royal Mail delivery?
If your goods are being delivered by Royal Mail and an attempt at delivery fails, you can arrange a convenient time for them to re-deliver to you. If this fails, Royal Mail will request that you go to a depot to collect the goods.
I have missed several delivery attempts and no longer want to collect my goods, what next?
If you are unable to arrange a redelivery or collect your goods, your order will be returned to us at a surcharge for a return delivery. Please note that we cannot be held liable for delays in delivery due to circumstances beyond our control.
Royal Mail has failed to deliver my goods on a specific day and time, can I cancel my order?
Whilst delivery times and days are given in good faith we do not accept it being an acceptable reason to cancel your order if the Royal Mail cannot deliver your order on the specified day and time. We do our best to ensure delivery as per your request.
If you wish to cancel your order it will be returned to us at a surcharge for a return delivery. Please do contact us if you have any queries.
If you have more questions on delivery please do contact us and we will assist you and update this page as necessary.