Privacy Policy | Appleton Sweets

Introduction - Last updated: 24/05/2018

This website is operated by Appleton and Sons Ltd (“We”, “us” or “Appleton and Sons”) and we are a controller for purposes of the Data Protection Act 1998 and EU General Data Protection Regulation. This means that we are responsible for, and control the processing of, the personal information you provide to us when using this website in accordance with this privacy policy.

Appleton and Sons understands that customers care about the use and storage of their personal information and we value your trust in allowing us to do this in a careful and sensible manner. We have created this privacy policy statement in order to demonstrate our commitment to the privacy of our customers.

By using Appleton and Sons, our website (including our mobile site), our mobile app, our social media pages, our help desk functions and any other Appleton and Sons service, you are acknowledging that we are processing your personal information for these purposes and your rights in relation to the same. This separate privacy policy can be accessed at the bottom of the pages of our website, www.appletonsweets.co.uk.

Personal Information we collect

We collect personal information about you when you:

a)       Place or manage an order;

b)       Register or alter details for “my account” accounts;

c)       Sign up for our newsletter and other marketing emails (in line with marketing below);

d)       Enquire about or engage with us to receive helpdesk services (such as contacting our head office/ customer services department through the “Contact Us” form on our website or by calling our telephone line);

e)       Post material to our website or social media page;

f)        Participate in competitions or promotions;

g)       And / or use our website and customer applications in any other way.

The personal information collected in the above manner may include the following about you (and others if their personal information is provided by you):

a)       Full name;

b)       Postal address;

c)       Delivery address;

d)       Email address;

e)       Telephone number;

f)        Payment details;

g)       Machine identifiers (such as IP addresses);

h)       Dispute resolution information;

i)         Image date;

j)        Behavioural data (tags and cookies – see Cookies and Tracking section below).

Personal information provided by third parties

We do not use any third parties to receive personal information.

How we use your information

We will collect personal information:

1 In order to take the necessary steps in preparation of, or to fulfil our obligations under, a supply of goods contract:

a)       Orders and Payments – Provide communications about the order, products and services being provided to you (and others if their personal information is provided by you);

b)       Orders and account update – send details of new, amended or cancelled orders or “my account” account details and changes – usually via email;

c)       Update you on matters affecting your order – contact you in the event of a change that affects your order or any data or personal information you have provided us with, such as changes to the terms and conditions of this privacy policy;

d)       Website service communication – provide notifications of and changes to our website or to our services that may affect you, or your order;

e)       Customer service communication – provide you with requested information or correspondence or a response from us to and enquiry made by you;

f)        To provide assistance in completing bookings – send reminder emails to continue with an order which is in your “basket” on our website or mobile app but is not paid and completed.

2 with your consent:

a)       Simplify payment process – use saved payment cards within your Appleton and Sons account so that, upon making future orders, you have the convenient option of selecting a previously saved card in order to pay. This information is only used / accessed when you use your saved card to pay for an order;

b)       Marketing communications – create a profile about you for marketing purposes to tailor our communications to you.

c)       Promotional offers – inform you about promotional others and other services that may be of interest (in line with the marketing communications above);

d)       Maintain records indication your consent to status – to ensure we accurately reflect your wishes when communicating to you.

3 in our legitimate* interest to improve our services:

a)       Website customisation – to customise our website and its content to your particular preferences in accordance with the Cookies and Tracking section below;

b)       Customer support – monitor calls and help train staff in relation to our customer support helpdesk function;

c)       Product and service improvement – to improve our products and services;

d)       Service analysis – to conduct research, statistical analysis and behavioural analysis. This may include providing aggregate statistical information relating to customers, sales, traffic patterns and related site information to reputable third parties.

4 in our legitimate* interest to protect against fraud

a)       Website improvement and fraud prevention – improve our website, prevent or detect fraud or abuses of our websites and enable third parties to carry out technical, logistical or other functions on our behalf;

b)       Security – carry out security checks when allowing you to access our services and to block fraudulent or suspected fraudulent activity.

5 in order to meet our legal obligations:

a)       Taxation – ensure we meet our tax and other regulatory obligations.

*any reliance on legitimate interest shall not prejudice your interest or fundamental rights and freedoms.

Marketing

We may periodically send promotional material to you about new products, special offers or other information which we think you may find interesting based on the profile we have created about you to the email addresses and phone numbers you have provided.

If these are similar to products and services previously supplied by us to you, we will assume, under our legitimate interest to promote similar goods or services, that you are willing to receive this information unless you tell us otherwise. Please note we do not wish to send you information that you do not want to receive, and you can opt out at any time (please see “The right to ask us to stop contacting you with direct marketing” below for further information).

We will always ask your permission before sending you email marketing information. We do this by asking for your positive confirmation (e.g. by providing a tick or inserting your contact details in the relevant boxes) indicating that you wish to receive marketing and you can opt out at any time. This ensures you only receive information that you have given us permission to send and are willing to receive.

We may use your information to create a profile about you in order to tailor, by automated means, our communication and marketing to you. You can object to such profiling, please see “The right to object to automated decision making / profiling” below.

From time to time, we may also use your information to contact you for research purposes and / or to ask about your experience using our services as part of a continual programme of customer service improvement. We may contact you by email, telephone, text, social media or mail. We may also use the information to customise the website according to your interests.

How long we will keep your personal information

We retain your information for a range of purposes which determine the period of time for which we need to keep such information. For example (list is not exclusive):

Data

Retention Period

For the purposes of marketing

1 year from the point of last contact with you, this may include use of our website, orders and communications with you

For the compliance with legal obligations arising from contracts entered with you, for example tax regulations

For the compliance with legal obligations arising from contracts entered with you, for example tax regulations

 We will remove your data from our systems at the end of the applicable data retention periods, unless we are required by current or future law to retain your personal information for a longer period.

Our approach to information safety

To protect your information, Appleton and Sons has policies and procedures in place to make sure that only authorised personnel can access the information, that information is handled and stored in a secure and sensible manner and all systems that can access the information have proportionate and reasonable security measures in place. To achieve this, employees, contractors, sub-contractors and third party suppliers have a contract, with defined roles and responsibilities.

While we take commercially reasonable measures to ensure the safety and security of your data, due to the inherent risks with the internet, we are unable to warranty the absolute security of your data when using our services. 

Transfers of your information out of the EEA

We will not transfer any of your personal information outside of the EEA. 

Your Rights

In order to process any of the requests listed below, we may need to verify your identity for your security. In such cases your response will be necessary for you to exercise this right,

The right to access information we hold about you

At any point you can contact us to request details cornering information we hold about you, why we have that information, who has access to the information and where we got the information. In most cases you may be entitled to copies of the information we hold concerning you. Once we have received your request we will respond within 30 days.

The right to correct and update the information we hold about you

If the data we hold about you is out of date, incomplete or incorrect, you can inform us and we will ensure that it is updated.

The right to have your information erased

If you feel that we should no longer be using your data or that we are illegally using your data, you can request that we erase the data we hold. When we have received your request, we will confirm whether the data has been deleted or tell you the reason why it cannot be deleted.

The right to object to processing of your data

You have the right to request that Appleton and Sons stops processing your data. Upon receiving the request, we will contact you to tell you if we are able to comply or if we have legitimate grounds to continue. If data is no longer processed, we may continue to hold your data to comply with your other rights.

The right to ask us to stop contacting you with direct marketing

You have the right to request that we stop contacting you with direct marketing. On promotional emails we provide and unsubscribe link at the bottom of the email which will unsubscribe you from that service. You can also unsubscribe by updating your profile preference centre or via “my account” account on the Appleton and Sons website. If you wish to opt out with respect to more than one email address, you must complete a separate request for each email address.

Please note it is not possible to opt out of receiving communications from us which relates to you orders or customer satisfaction surveys sent as part of the goods ordered.

The Right to data portability

You have the right to request that we transfer your data to another controller. Once we have received your request, we will comply where it is feasible to do so.

The right to object to automated decision making /profiling

You have the right to request that we stop profiling you in relation to our direct marketing practice. You can inform us and we will deal with your request accordingly.

The right to complain

You can make a complaint to us by contacting us via info@appletonandsons.co.uk or to the data protection supervisory authority – in the UK, this is the Information Commissioner’s Office at https://ico.org.uk.

Consent

In those cases where we need your consent to process your information, we will ask you to make a positive indication (e.g to tick a box or insert your contact details on the relevant form or web page requiring consent). By actively providing us with your consent, you are stating that you have been informed as to the type of personal information that will be processed, the reasons for such processing, how it will be used, how long it will be kept, who else will have access to it and what your rights are as a data subject and that you have read and understood this privacy policy.

Sharing your information

The information and data we collect is important for Appleton and Sons and we understand that you care about the use and storage of your personal information we value trust in allowing us to do this. We would not want to share this with anyone else unless we have your express consent, we will never disclose, rent, trade or sell your personal information to any third parties for their marketing purposes.

We do disclose or transfer your data or personal information to other companies, data processors or agents employed by us to perform any necessary functions on our behalf (such as hosting and maintaining our website, providing us with data management systems, market research, customer satisfaction surveys and support services), but they are bound by similar terms to those set out in our privacy policy and may not use this information for their own purposes.

We may also provide aggregate statistics about our customers, sales, traffic patterns and related site information to reputable third parties in order to better understand our services, website and overall customer satisfaction which may include personally identifying information.

Use of cookies

The Appleton and Sons websites and mobile app use cookies and tags. A cookie is a small text file that can be stored by your browser on the device you use to access the internet and allow the browser to pass small amounts of information about user behaviour on the given website to a web server. Tags are pieces of code that exist on web pages and collect information about usage of the web pages.

At Appleton and Sons we use our own cookies and tags as well as those from third parties to enable the smooth operation of the websites, such as the use of the basket function or to automatically log you in when you visit (with your permission).  We also use cookies/tags to monitor visits to our website and continuously look for places to improve your website experience. Our marketing partners also use cookies and tags to monitor the performance of our advertising and to serve appropriate Appleton and Sons advertisements to you on other websites. We will never share any personal information about you with these third parties and the cookies and tags used maintain your anonymity.

Cookie Consent

The first time you access a Appleton and Sons website, you will be informed about or use of cookies to improve your site experience. By continuing to browse our website you consent to our use of cookies.

Description of Cookies

Cookie Type

Example

Details

Analytics

Google Analytics

These cookies give us critical information about various pages on the websites and how our users interact with them. We use this information to improve the performance of our website and the information presented to users.

Functional

Appleton and Sons

A Set of cookies designed to deliver a smooth order journey for you. We use these cookies to remember items you have put in your basket, so you don’t have to enter information more than once. We also use these cookies to identify areas of improvement in the browsing experience.

 

How to reject and delete cookies

Should you wish t reject or block the use of cookies, you can do so at any time, usually by clicking ‘Help’ on your browser. Cookies are specific to individual browsers so if you use more than one browser, you will need to delete cookies on each browser. Please be aware though that by rejecting cookies you may not receive the optimum website experience.

To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit www.allaboutcookies.org.

Contact Details

If you have any queries about this policy, need further information or wish to lodge a complaint you can use the details below to contact us

Data Proctection Office

Appleton and Sons Ltd

17 Towcester Road

Bow

London

E3 3ND

info@appletonandsons.co.uk

Changes to this privacy policy

We may change this policy from time to time. You should check this policy occasionally to ensure that you are aware of the most recent version that will apply each time you access the website.

Delivery

How long will it take to receive my order?

It depends on where you are. Orders within the UK are processed very quickly and we aim to despatch orders within 1-2 working days. Once UK orders are despatched, they are usually delivered within 1-2 working days. Deliveries to Scottish Highlands, Islands and other non-mainland UK address may take a 2-4 working days. Overseas deliveries can take anywhere from 7-16 days to be delivered. Delivery details will be provided in your confirmation email.

We offer two different delivery options:

Standard - This service takes 2-3 working days from when we despatch your order from our warehouse. You'll receive a despatch notification e-mail the day that your order is despatched. This will confirm the day that your order will be delivered on and allow you to make the necessary arrangements to ensure you are able to take delivery of your order and have enough time to fully check the goods and do a number count.

Express - This service takes 1 working day from when we despatch your order from our warehouse. You'll receive a despatch notification e-mail the day that your order is despatched. This will confirm the day that your order will be delivered on and allow you to make the necessary arrangements to ensure you are able to take delivery of your order and have enough time to fully check the goods and do a number count.

What transport company do you use?

We use UPN (The Pallet Network) and DPD to delivery most of our orders. UPN will arrive to you on a pallet as a kerbside delivery. DPD can deliver straight to your door. You’ll be asked to select a delivery method during checkout which will provide you with further details.

Will my order come via UPN or DPD?

We use both UPN (The Pallet Network) and DPD to deliver orders all over the world!

Usually orders over £500 or over 90kg are despatched on a pallet and will be delivered by UPN.

Orders under £500 and less than 90kg are despatched in cardboard boxes and will be delivered by DPD.

Please note that we may need to send your order on a pallet if it contains a number of items that may be vulnerable to damage if sent via a courier such as glass jars, drinks, plastic tubs, etc.

Can I phone your transport company?

Of course, UPN (The Pallet Network) can be contacted on 0203 883 0779. Please use your order number as your reference. They can provide you with any queries or updates you may have relating to your order.

If you wish to track your pallet, you'll be able to do so via the UPN website @ www.nhdistribution.co.uk.

What if there's an issue with my delivery?

You have 15 minutes from the moment the driver arrives with your order to do a number count and check the pallet over to ensure you are happy with it. On the unusual occasion that there is an issue with your order, please ensure that you note any damages or shortages on the drivers paperwork, also known as a POD (Proof Of Delivery). Please also ensure that you get photographic evidence of any issues so that we can use this should a claim be started. 

Please note that a claim can take upto 28 days to be processed via both UPN and DPD. Once we start a claim with the transport company, we will make you aware of this and keep you updated along the way. Claims will be settled once the transport company concludes their insurance process and the claim is completed.

Do I have to sign a proof of delivery note?

Yes, this is required and any notes relating to your order must be clearly stated on here. A POD (Proof Of Delivery) that is just signed is confirmation that the delivery is satistfactory and no claims can be started if this is the case.

How will my order come packaged?

To ensure that we despatch all orders as quickly as possible, we upcycle cardboard boxes from our warehouse. These boxes are folded, not taped so please bear this in mind when unloading your pallet. We aim to add no more than 15kg per box. All pallets are shrink wrapped in black film at the sides and top to ensure security but easy to spot any issues should they occur. A copy of your delivery note will be attached to the top for you to check the pallet in.

I'm not going to be there for my delivery?

If you're not available to sign and take delivery of your order, the transport company will take the goods back to their depot and await further instructions from you. Please note that a re-delivery charge of £30 will apply.

If your delivery is coming via DPD, please ensure that you either reschedule the delivery day to suit you or ensure a safe place is selected. Please note that the liability of the parcel is down to yourself should you choose to leave a safe place. DPD are unable to start a claim for any missing parcels that have a safe place selected or as default on your DPD account.

What times will be order be delivered from?

TPN (The Pallet Network) deliver pallets from 9am to 5pm.

DPD deliver parcels from 7:30am to 7:30pm.

How do I qualify for FREE delivery?

The majority of postcodes within the mainland UK will receive FREE delivery when the order subtotal equals/passes £500 (ex. vat). Full delivery information can be found on our delivery page.

Will I be able to track my order?

Yes. When you receive your despatch confirmation e-mail, this will include a tracking number that you will be able to use at either the UPN Tracking website or via the DPD app/website.

This will give you a clearer idea of where your order is in transit and the expected delivery date.

What is an express delivery service?

We offer a fast, efficient express delivery service which means that once your order has been collected from our warehouse, it will be delivered to you the following working day. Please note that this doesn't mean it will be delivered the following working day after you initially place the order.

I have some special requirements for my delivery?

Please use the "Order Notes" box on the basket page to include these special requests or requirements such as restricted access, reduced opening hours, etc.

Do you deliver outside of the UK?

Yes, we deliver to countries all over Europe. Delivery costs will apply, and will be added at checkout. If you don't see a delivery cost, please contact us and we can source a quote for you.

Can I cancel my order?

Once orders have been collected by TPN, we will not be able to cancel your order. It can be returned to us, but there is a fee is £30 for doing this.

Click & Collect

What is Click & Collect?

Click and collect allows you to place your order online with us and pick it up from our warehouse in London at a suitable time for yourself. Once we receive your order, we will pick and prepare your order, ready for collection.

When can I collect my order?

Once your order has been placed, our team of experienced pickers will begin to process your order. We strive to ensure all orders are ready to be collected within 24 hours (Monday to Friday, excluding Bank Holidays).

Most orders placed during working hours in the morning are ready for collection just a few hours after it has been placed! 

Where can I click and collect from?

Our warehouse address is: 

17 Towcester Road
Bow, London, E3 3ND

Collections can be made Monday to Friday (excluding bank holidays) from 6am to 2pm. 

How do I pay for my click and collect order?

All payments are made online when going through the checkout stage. This ensures a fast, easy transaction and a very speedy, contactless, collection process!

How much does it cost to click and collect?

The service is completely FREE of charge.

Are all the items available for click and collect?

Yes, everything that we have in stock on our website will be available to click and collect.

Our Products

Can I return products that I've purchased?

We always aim for make sure our customers love our products, but if you do need to return an item, we’re happy to help. Just e-mail us directly and we’ll take you through the process. All returns must be completed before 30 days of the original order date has passed, be in original condition and fully sealed. Postage costs for returns are the responsibility of the customer.

I have received the wrong product?

If you have received an incorrect item, please contact us immediately and we can start the process of getting this resolved for you.

How long will the best before date be on my products?

The majority of our products have around 6-9 months best before date on them but to ensure we can offer our customers the best price, we have to buy in large quantities from the manufacturer. We aim to send all items with a minimum best before date of 2-3 months. 

Please be aware that some of our USA items such as Twinkies, Pop Tarts, etc will only have 4-6 weeks date on them. 

If you wish to return a product because of the date, please e-mail us and we can start this process for you. This must be completed within 7 working days of receiving your order. Postage costs for the return of such items are responsibility of the customer if they fall within our guarentee.

Do you have a minimum spend?

Yes, we are a trade only website and we have a minimum spend of £150 (ex. vat and delivery).

Do the prices shown include VAT?

No. We are a wholesaler serving trade customers and businesses so all of our prices are shown excluding VAT, where applicable.

Cash & Carry

Can I visit your cash and carry?

If you're registered on our website, you can visit our cash and carry. We will be able to locate your account when you enter the warehouse.

Please note that a minimum spend of £75 (ex. vat) applies and you must have a registerd account with us.

Where is your cash and carry located?

Our warehouse is located in Bow, London. 

Our full address is: 17 Towcester Road, Bow, London, E3 3ND.

What are your opening hours?

Our cash and carry is open from Monday to Friday between 05:30 to 15:00. 

Please note that the last entry into the cash and carry is 14:30. No customers will be allowed into the warehouse after this time.

Payments

How can I pay for my order?

All orders can be paid for using either a debit card or credit card. We also accept Apple Pay and Google Pay.

I have received a refund, what is this for?

If you have received a refund from us, this is because an item was unfortunately either out of stock or not suitable for despatch (e.g split bag). Your refund will appear in your account within 48 hours.

My Account

I've forgotten my password?

No problems! Please see the "My Account" section at the top of the page. From here, you'll see a recover password link where you can reset your password.

Can I download my invoices?

Of course, you can download all the relevant documents needed for your records from both your account section and the individual order confirmation e-mails.

Still Need Help?