Privacy

order info & your privacy

Privacy Policy

English Graphics, the brand name of Heather Marten Ltd  is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

Heather Marten Ltd may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 23rd May 2018

What we collect. We may collect the following information:

  • name and job title
  • contact information including email address
  • demographic information such as postcode, preferences and interests
  • other information relevant to customer surveys and/or offers

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • Internal record keeping.
  • We may use the information to improve our products and services.
  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies:  A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website by enabling us to monitor which pages you find useful and which you do not. 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.

 

Wholesale Customers

For customers with a wholesale account we collect and store data from you that is vital to our business relationship. On opening an account with us you will provide us with contact information including address, email, phone numbers as well as account information including credit card and bank details. Please be aware you are able to access, amend or update your information at any time, and can do so by contacting info@heathermarten.co.uk 

Should you close your account with us, we reserve the right to hold your contact details for up to five years from your last order.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

  • whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
  • if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at info@heathermarten.co.uk

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to: Heather Marten Limited, The Studio at Furze Cottage, Holly Lane, Bull Hill, Lymington Hampshire SO41 5QZ

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible at the above address. We will promptly correct any information found to be incorrect.

Ordering Information

Is my information secure and private? We take care to protect your privacy and secure your information. We will not disclose your personal details to third parties. We use SSL technology and PCI DSS certified system to keep your information safe and inaccessible to other Internet users. 

How do I make a purchase? Once you have found the item(s) that you wish to purchase, select 'add to basket'. When you are ready to complete your order, click on the ‘view basket / checkout’ option, which is permanently on the top right of your screen - and then, ‘Checkout’

What payment methods does English Graphics accept? Mastercard, Maestro, Visa, Delta and Visa electron. We also accept PayPal.

Can I order over the phone?  Yes, call us on 01590 672778

How do I redeem a gift voucher, discount or special offer? You can redeem your gift voucher, discount or special offer during the ‘checkout’ process when placing an order on our website.

How will I know you received my order & when will payment be deducted? You will receive an order confirmation email, within 12 hours of your order being placed. If you have not received this email, check your junk mail filter. Alternatively, your order may be on hold, in which case you will receive an on hold email from us. Payment is taken at the time you place your order.

Can I add items to an existing order? We aim to despatch your order as quickly as possible, but you can always call us to see if we have dispatched it. Otherwise the easiest way to add items it to create a new order.

Can I cancel an order once it has been placed? Your order can be cancelled up until the point that it has been despatched in our warehouse

Can I change my delivery address after my order has been dispatched? No. Once an order has been dispatched, the delivery address cannot be changed. This is because your order has already been packed and may have left our warehouse.

How long will delivery take? We aim to dispatch your goods within one working day of receiving your order. You will receive an email when your order has been despatched and is on its way. If for some reason your order is delayed or cancelled we will notify you by email as soon as possible. Standard UK deliveries usually take 2-3 working days from when it’s despatched to be delivered, but may take up to seven working days to be delivered. If you need your order next working day (UK delivery excluding weekends and UK public holidays) please email or call for a quote before placing your order. When an area has suffered adverse weather conditions (e.g. snow, flooding), orders can be delayed. In these circumstances it is not unusual for parcels to take up to 10 working days to be delivered. International deliveries are usually despatched within two working days of receiving your order and delivery times will vary depending on the destination country.

Has my order been dispatched yet? When we dispatch your order, we will send a dispatch confirmation email to the email address which your account is registered to.

Which countries does English Graphics deliver to? UK deliveries are free, International and European deliveries will be charged according to the size and weight of the order. Please email or call us for a quote before placing your order.

How do I return an item? If you are not completely happy with your purchase you can return it to us by post within 28 days from the day the parcel is posted. You will be credited with the value of your returned product to your original method of payment. Please note, with the exception of faulty merchandise, we cannot accept the return of products that have been opened or used

 

Copyright and intellectual property

Content included in this website may be accessed by you for your own internal non commercial use only. You may not copy, perform, publish, modify, transfer, create derivative works from, commercially exploit or otherwise use in whole or part any content, software, products or services obtained from this website. You may not delete or alter in any way any copyright, trade mark, intellectual property or other legal notices from any part of this website.

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