About us
Emporium shop is completely dedicated to your total satisfaction. If you have any suggestions or comments please email us by clicking on 'contact us' at the top of this page.Our Contact details:
Emporium
c/o Otter House Ltd
Exe Box
Matford
Exeter EX2 8FD
emporium@catsprotectionshop.co.uk
Making a purchase
Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order. For a guide on ordering, please view our 'How to order online' here.You do not need to make any payment with your order. You will receive an invoice from Cats Protection Head Office in due course. All orders are subject to stock availability. Branch price includes VAT at the current rate where applicable.
Orders placed must be for a minimum branch buying price of £50.
When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.
Cancelling an Order:
Cats Protection Shop strives to process your order immediately after Checkout so you can receive your goods as soon as possible. Once you have hit the Purchase button at Checkout we begin to process your order. If you decide after Checkout that you would like to cancel your order please call 01392 824 300 or email emporium@catsprotectionshop.co.uk
(WSL) items that cannot be guaranteed and there is a flat delivery charge irrespective of the size of your order.
Please note that prices are given in single units (unless otherwise stated). Please also note that some items must be ordered in multiples of 3, 4 or 6 etc and are marked accordingly both in the catalogue and on the order form. Incorrect orders will be rounded to the nearest multiple.
Shipping And Handling
Your delivery will be processed immediately on receipt where items are in stock. Please allow up to 10 days for your item to arrive, although we do aim to deliver earlier - usually 3-5 days. If you require stock for a specific event or date, please advise us accordingly.
Tax charges
VAT is charged at the current rate.Credit card security
When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.Guarantee
We guarantee your satisfaction. All of our products come with a 30 day returns guarantee.Reaching us
If you need to reach us, please email us using the link on the store page, alternatively, you can call on 01392 826513 (International +44 01392 826513) or fax us on or write to us at c/o Otter House warehouse Exe Box Matford Exeter EX2 8FD United KingdomPrivacy policy
We treat your data with the utmost respect and care. We always aim to be as transparent to our customers as possible and we treat your data the way we would expect our own personal data to be treated. You can find out about what information we store, how we process your data, your rights and other privacy related information in the following privacy policy. If you have any questions relating to your personal information, please contact the Data Controller: Information Governance Officer, Cats Protection, National Cats Centre, Chelwood Gate, Haywards Heath, Sussex, RH17 7TT or email dataprotection@cats.org.uk.To view Cats Protection's Privacy Policy, please see the following link: https://www.cats.org.uk/terms-privacy
Who are we?
Emporium is a trading name of Otter House Ltd (Company Number: 2655839) who operate this website as part of a contract with Cats Protection Ltd. Otter House Ltd is the Data Processor for this website and are registered with the Data Protection register under Registration Number Z6136350.
What data do we hold?
We only hold the data that is necessary to fulfil our contract with you and make sure our service is the best it can be. To process any orders, we will need to hold your name, address, email address and telephone number on our systems. We store this data so that we can not only complete our contract with you to fulfil your order but also for fraud protection reasons and to be able to provide refunds etc. We use the legitimate interest's basis under GDPR in order to process your personal information in order to fulfil your orders and take payments.
When you visit our website, we track each browsing session and the various products you have visited. We do this for several reasons including gaining feedback on our products and services, as well as being able to provide a better service to you by recommending products and services we think you will like. We use this data to tailor our emails to you and make use of it through our other marketing channels if you have subscribed to our email list or any of those other channels.
You can read more about our cookie policy here:
http://emporium.catsprotectionshop.co.uk/acatalog/Cookie-Policy.html
We do not store or hold any credit or debit card information on this website.
We store your device type and IP address in our system logs for fraud protection reasons and to help identify any intrusions or Denial of Service attacks on our website. We do not use your IP address for any other reason and all logs are stored securely on our servers. These logs are deleted periodically.
At the current moment in time, our systems do not link to any social media accounts you may have.
Our website servers are hosted in Germany.
Who do we share your data with?
For us to function as a business and provide you with the best possible customer service and experience, we work with a few other third parties. We also share some of your data with our customer support team and other staff members as required so they can support you in case of a problem with a purchase or product or to help fulfil our contract with you (for instance a warehouse picker/packer). We only share your data with third party companies to fulfil our services to you. We will never sell your data to any other company or third party.
Our website uses Google Analytics to track user interaction. We use this data to determine how many people are using our site, what they are viewing, when they are viewing it and how they are navigating through the site. We use this data as feedback to be able to improve our service and offerings to you and it helps us with making decisions on how our promotions are doing, server requirements in the future (capacity planning) etc. Google records data like your approximate location, internet browser, device and operating system however, none of this device is identifiable to us. Google analytics does record your IP address though this is not identifiable to us. Google makes use of cookies. You can control cookies using your browser settings (Please see here for more information: http://www.allaboutcookies.org/manage-cookies/).
We use a variety of other third-party companies who provide professional services to us and help us run our business. These companies help us with things like merchandising our site and internal search results of our website, marketing agencies, email service providers, advertising partners and other software partners (for example postcode lookup). We may use companies whose services are either based in the EEA (European Economic Area) or are located outside of the EEA but are under an equivalent and approved privacy scheme by the EU (for example the EU-US privacy shield see here for more information: https://www.privacyshield.gov/welcome).
Our current Data Processors are:
Google analytics: Our website like many others uses GA to track information about number of users, pages visited, length of browse time. We use this information to improve our sites and services.
Your Rights
Under the General Data Protection Regulations (GDPR) you have several new rights in relation to the data we store and hold about you:
- The right to see what information we have via a subject access request: please email dataprotection@cats.org.uk. If you wish to see what data, we hold on you. Or for further information on Cats Protection's Privacy Policy, please see the following link: https://www.cats.org.uk/terms-privacy
- The right to be forgotten and have your data removed from our systems.
- The right to have your data rectified if it is incorrect.
- The right to be informed about the way we process and handle your data. You can read about how we process your data and handle it in this privacy policy.
- The right to data portability so you can reuse your personal data for your own purposes across different services
- The right to opt out of automated decision making including profiling.
- The right to lodge a complaint with a supervisory authority
You can read more about your rights and GDPR here at the information commissioner's office https://ico.org.uk
Marketing:
If you do not wish to receive our marketing anymore, you can stop receiving marketing messages from us through
- Previous marketing emails we have sent you by clicking the unsubscribe link
- By contacting our customer services team
Data Retention
We keep order information for our own records and legal reasons for a limited amount of time. However, we will not keep this information longer than is necessary. If you do ask for your data to be erased, we may not be able to remove all of it due to ensuring we uphold our responsibilities to legal or regulatory requirements, fraud and abuse or to enforce our terms and conditions.
Changes to how we protect your privacy
Data protection and security is an ever-changing landscape. Our website will continually evolve with new service providers and mechanisms to provide our customers with a better service. Your data and privacy are of the utmost importance to us. We will always ensure your data is protected when implementing new services and will update this privacy policy as and when new things become live.
How to contact us
We always want to hear from our customers (especially if you feel we've let you down or could do better).
If you:
- Have any questions or feedback about this notice
- Would like us to stop using your information
- Want to exercise any of your rights as set out above, or have a complaint
Please don't hesitate to contact our Customer Care team, who will be happy to answer any questions you may have.
You can contact the Cats Protection privacy team by post: Information Governance Officer, Cats Protection, National Cats Centre, Chelwood Gate, Haywards Heath, Sussex, RH17 7TT or email dataprotection@cats.org.uk.
Returns policy
We offer a 30-day money-back guarantee.If you are not completely satisfied with your purchase, you may return it to us within 30 days of purchase for a prompt refund.
Returning an item:
For a refund, items must be returned within 30 days of purchase with the original packaging.
It is acceptable to return an item with shrink-wrap removed, as long as the item has not been used or damaged after receipt.
You will receive a full refund, including the cost of delivering the goods to you.
Your refund will be processed within 30 days of the cancellation.
Instructions for return:
1. Please enclose the delivery note, including your name and order number with the returned item(s). Tape the box securely using heavy-duty packing tape.
2. Send your returned item(s) via an insured carrier, such as Royal Mail Recorded delivery. This will be at your expense. We cannot be responsible for lost returns.
3. Send your return to:
Attention: Returns
Emporium catalogue
c/o Otter House Ltd
Exe Box
Matford
Exeter
EX2 8FD
We are not responsible for lost returns. If you have questions about your return, please contact us at emporium@catsprotectionshop.co.uk
Instructions for damaged or wrong items:
If your order has been damaged or contains the wrong items, you must first contact our Customer Service team. Please provide your name, order number and request for refund or exchange.
Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.html