Terms and Conditions

TERMS OF SERVICE
Yes, even elves have T&Cs…

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OUR SERVICE
Welcome to polarpost.co.uk. This website is owned and operated by Polar Post Ltd, a company registered in England and Wales with registered number 09755172 and registered office at 20 Westmoreland Place, London, SW1V 4AE.

 Please read these Terms carefully before using our website. By visiting our website and/ or purchasing from us, you agree to be bound by the following Terms and Conditions. If you do not agree to all the Terms of this agreement, please do not use our website. We reserve the right to update, change or replace any part of these Terms by posting changes to our website. Your continued use of our website will be deemed your acceptance of those changes.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products to you.


ORDERS
You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. In the event that we make a change to or cancel an order, we will attempt to notify you by contacting the e-mail and/or phone number provided at the time the order was made. We reserve the right to refuse any order you place with us. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.


PRICING
Prices displayed on our website are in Pounds Sterling and unless indicated are inclusive of VAT. Prices quoted are exclusive of postage and packaging. Prices for our products are subject to change without notice.

DISCOUNT CODES
We reserve the right to withdraw our discounts at any time.

PRODUCTS
We have made every effort to display as accurately as possible the colours and images of our products. We cannot guarantee that your computer monitor's display of any colour will be accurate.
All items on our website are subject to availability. We reserve the right to limit the quantities of any products that we offer. We reserve the right to discontinue any product at any time. These products may have limited quantities and are subject to return or exchange only according to our Returns Policy.


PAYMENT
We take payment when you place your order, rather than at the time of dispatch. Payments can be made using Delta, Mastercard, Solo, Switch Maestro, Visa, Visa Debit and Paypal.

PERSONALISED ITEMS
All personalised orders are considered final at the point of order placement. We are unable to cancel orders for personalised items once an item has been prepared for dispatch. Please ensure you take great care when entering names or any other information into our website as we are unable to offer refunds or replacements for any items unless they are faulty.

We reserve the right not to send any message that may contain inappropriate or offensive language.

Please note that every personalised item is unique and may contain variations between the photograph on our website and the product you receive.

SHIPPING & DELIVERY
Polar Post aims to fulfil all orders within 3-5 days, but please allow up to 10 days during busy periods, as all items are individually made to order. If you are in a particular hurry please let us know and we will try our best to accommodate you.

We will let you know by telephone or email if we are unable to supply any products you have ordered from us. If payment has already been taken for products we are unable to supply, then we will refund you in full as soon as possible.

DELIVERY CHARGES
We offer various Royal Mail services to cater for your needs. At checkout you will be able to select your preferred method.

Postage and packaging charges are as follows:

  • UK 1ST Class Signed For - £3.50 (1-2 days after order is processed)

Polar Post uses Royal Mail. Please note that you will need to be around to sign for your order. We will provide you with the tracking number for your parcel when we notify you that it has been dispatched. You can track your parcel using Royal Mail Track and Trace at www.royalmail.com.

If no one is present to receive your delivery, a card will be left and your parcel will be held at your local Royal Mail Delivery Office for 2 weeks for you to collect. All items leave the Polar Post Office in perfect condition. Polar Post cannot be held responsible for damage sustained in transit.

Please note: delivery dates are not guaranteed. We do not dispatch on Sundays or bank holidays. Polar Post will be closed on Christmas Eve. 

For a full list of last ordering dates please see our FAQs page. 

Polar Post cannot be held responsible for failed or late deliveries.

RETURNS POLICY
Returns are only accepted for goods which have arrived damaged or sent in error. If you find your order is damaged or you have received the wrong product please email us immediately at elves@polarpost.co.uk. Depending on the condition we will offer to resend the items or amend them. As our goods are made-to-order to your specific requirements we do not offer refunds in any other circumstances.

PRIVACY POLICY

Polar Post respects your privacy and is committed to protecting your personal data. This Privacy Policy will tell you how we look after your data when you visit the website and purchase products online. The aim of this Privacy Policy is to provide details on how we collect and store your personal information.

Polar Post is the Data Controller and is responsible for your personal data. If you have any questions about this Policy, please contact us via our customer contact page. You have the right to make a complaint in the first instance at a local level if you have any concerns. You may take this further at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues. It is the Customer’s responsibility that personal data is accurate and up to date so please keep us informed if there are any changes.

The website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the Privacy Policy of each website you visit.

Personal Data

Personal data is any information about an individual that a person can be identified from. It does not include data where the identity has been removed (anonymous data). We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:

  • Identity Data – your first name and surname, your child(ren) names.
  • Contact Data – the data we use to contact you including your address, email address and telephone number.
  • Transaction Data – details about previous transactions you have made on the website including the payments to and from you along with other details of products and services you have purchased from us.
  • Technical Data – details about the device(s) you use to access our website including your internet protocol (IP) address, browser type and version, location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access the website.
  • Profile and Usage Data – enquiries submitted by you, purchases information, feedback and survey responses as well as how you use our website, products and services.
  • Marketing and Communications Data – your preferences in receiving marketing from us and your communication preferences.

We may also collect non-personal data such as Aggregated Data which is data that may be obtained from your personal data, but which does not directly or indirectly identify you. This may include Usage Data detailing how you use our website and the features and areas that you have interacted with.

Collection of Personal Data

We use different methods to collect personal data from and about you through:

  • Direct interactions – you may give us your Identity Data, Contact Data, Transaction Data, Profile Data, Financial Data and Marketing and Communications Data by using our website, filling in forms or by corresponding with us by post, phone or email.
  • Automated Technologies or Interactions – as you interact with our website, we may automatically collect Usage Data and Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies, server logs and other technologies

Data Sharing

We may share data with the following providers:

  • Professional Advisers and Investors – we may share your data with professional advisers such as lawyers and insurers to manage risks and legal claims. This is in our legitimate interests.
  • Law Enforcement/Legal Compliance – we will cooperate with all law enforcement requests from within or outside your country of residence. This may involve disclosing your personal information to government or law enforcement agencies, or private parties, when we have a good faith belief that disclosure is required by law or when we, in our discretion, believe that disclosure is necessary to protect our legal rights, or those of third parties and/or to comply with a judicial proceeding, court order, fraud reduction or legal process served on us. In such cases, we may raise or waive any legal objection or right available to us. These uses of your data are in our legitimate interests of protecting our business security. We may also use your data and share it with the recipients listed in this Privacy Policy for the purpose of complying with our legal obligations.

Use of Personal Data

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

  • Where we need to perform the contract we are about to enter into or have entered into with you.
  • Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.
  • Where we need to comply with a legal or regulatory obligation.

Marketing

We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you. We only use the data you provide to us directly for this purpose along with the Aggregated Data provided to us by our analytics partners and we do not track what other websites you may visit after visiting our site, though in common with most websites, we may register the site which referred you to our site e.g. a search engine.

We generally only send electronic marketing such as email marketing to people who have previously bought similar products from us and this is in our legitimate interests. We will always offer a way out of receiving this marketing when you first purchase our products and in every marketing communication afterwards. We may on occasion send out postal marketing for the purpose of growing our sales which is in our legitimate interests and in this scenario we will rely on you to let us know if you do not want to receive this by opting out of marketing.

Where you have not previously bought from us but have registered your details with us, we will only send you marketing communications if you opted in to receiving marketing at the time and so given us your express consent (which you may withdraw at any time).

Opting Out

You can unsubscribe from the mailing list at any time by clicking the unsubscribe button on the email related to Polar Post or by contacting us at any time. When you opt out of receiving these marketing messages, this will not apply to personal data provided to us as a result of a product/service purchase, or related correspondence, and we will continue to process such data in accordance with this Privacy Policy and only ever as permitted by law.

Change of Purpose

We will only your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.

If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.

Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

Data Security

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorized way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality. We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

You acknowledge that the Internet is not a completely secure medium for communication and, accordingly, we cannot guarantee the security of any information you send to us (or we send to you) via the Internet. We are not responsible for any damages which you, or others, may suffer as a result of the loss of confidentiality of such information.

Data Retention

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting or reporting requirements.

To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements. For example, details of your orders will be kept for as long as we need to retain that data to comply with our legal and regulatory requirements. This is generally 7 years unless the law prescribes a longer period. In some circumstances, you can ask us to delete your data.

Your Legal Rights

Under certain circumstances, you have rights under UK data protection laws in relation to your personal data. You have the right to:

  • Request access to your personal data, which allows you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.
  • Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.
  • Request erasure of your personal data, which allows you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing, where we may have processed your information unlawfully or where we are required to erase your data to comply with local law. However, we may not be always able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
  • Object to processing of your personal data where we are relying on a legitimate interest and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.
  • Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios:
    • If you want us to establish the data’s accuracy.
    • Where our use of the data is unlawful but you do not want us to erase it.
    • Where you need us to hold the data even if we no longer require it as you need to establish, exercise or defend legal claims.
    • You have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.
  • Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you
  • Withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent

If you wish to exercise any of these rights, please contact us. You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.

Information from You

We may need specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response. We try to respond to all legitimate requests within one month. Occasionally, it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

HOW TO CONTACT US

Should you have any questions or concerns about any of the above, please send an email to elves@polarpost.co.uk


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