Terms & Policies
Please read these terms and conditions carefully. These terms and conditions set out the basis on which you can use our website and place orders for items from Oceans. To register on the site and to place orders with Oceans you must be aged 18 or over and a UK resident. By ordering goods from Oceans you are deemed to have understood and accepted these terms.
The supplier of the products featured is Accrol Papers Limited (subsidiary of Accrol Group Holdings plc) (“Oceans”, “we”, or “us”), a company incorporated and registered in England and Wales with company number 03639930 whose registered office is at Roman Road, Blackburn, Lancashire, BB1 2LD.
How you can get in touch
It is our aim to provide you with a great customer experience. Should you need to contact us please write to: Customer Services – Oceans, Accrol Papers Limited, Roman Road, Lancashire, BB1 2LD.
You may also contact us by emailing us at email@example.com or by telephone.
Telephone calls to and from Oceans may be recorded and monitored as part of our efforts to further improve our service to customers. We may contact you for market research purposes.
Orders and Contract
Your order for goods is accepted and a contract is formed between Oceans and you when we dispatch the goods you have ordered and not before. A contract is not formed at the point in time that payment has been taken from you by Oceans, nor at the point in time that you receive an email from Oceans acknowledging receipt of your order. Until the goods are dispatched the order may not be accepted by Oceans or may be cancelled by you.
The contract is between you and us. No other person shall have any rights to enforce any of its terms.
These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts.
If a court finds any of these terms illegal, the rest will continue in force. Each of the sections of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining sections will remain in full force and effect.
Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images. The packaging of the products may vary from that shown in images on our website.
We may change the products and packaging to reflect changes in relevant laws and regulatory requirements or to implement minor technical adjustments and improvements.
Cancelling Your Order
It is important to note that, under Consumer Regulations, you have the right to cancel your order as long as you do so no later than 14 days after the day on which you receive the goods or service providing the seal has not been broken. You must inform us of your wish to cancel in writing by email to firstname.lastname@example.org within a period of 14 days beginning on the day after the day you receive your goods. You should return goods to us in their original packaging, within 14 days of informing us of your wish to cancel. If you return goods to us, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method. If goods are lost or damaged in transit, we may charge you, or not refund to you, amounts that are attributable to the loss or damage. See the sections below for details of how to return goods to us.
We cannot accept substitute or alternative items by way of returns, nor are we able to send them back to you, so please look closely at the items you return to us. If you return or attempt to return substitute or alternative items, you will still be responsible for paying for the original item purchased and we reserve the right to charge an investigation fee of no less than £35 to cover the cost of our investigating the position. We can offset this amount due from other sums that may be due to you for refunds. Accepting returned goods and/or crediting an account does not constitute a waiver of our right to charge an investigation fee. For full details of your rights under the Consumer Protection Regulations, please contact your Citizens Advice Bureau or a Solicitor. For full details of how to return goods can be found below. Any refunds will be subject to a deduction of £5.00 for administration and delivery costs if you cancel or return your order.
For all UK postcodes, the cost of delivery is included in the purchase price. Our standard delivery service is normally 2-3 days for orders placed Monday to Friday. We may not dispatch on Saturdays and Sundays therefore delivery times for orders placed over the weekend may be slightly longer.
Delivery times cannot be guaranteed. No delivery services are available on a bank holiday. Over our busy periods our standard delivery services may be affected, specific delivery details will be confirmed at the time of order.
Returns Via Courier
You must return the product in a new and unused condition, with seal unbroken and wherever possible in the original packaging. If you want to cancel/return your order you must tell us within 14 days (beginning on the day after the day you receive the goods), and you then have 14 days to return the items.
Oceans can arrange your return for you by contacting email@example.com. Most returns collected by Oceans from your home are charged at £5.00. This charge is applied per collection. If you paid for the order by credit/debit card or PayPal, any charges will be deducted from your refund.
Exceptions to the Returns Policy
If opened or unsealed, refunds or exchanges cannot be given for hygiene reasons unless damaged or faulty. Returned products which are not in an unused, sealed condition may not be fully credited to your account unless they are damaged or faulty. This does not affect your right to return damaged or faulty products.
Ways to Pay
We accept payments from all major credit and debit cards, and PayPal. Prices for the product will be indicated on the order page of the website.
The following section of these terms outlines our Privacy Notice.
Choosing to shop with Oceans means you’ve placed a great deal of trust in us. In sharing your personal information, we hope that in return you will benefit from a convenient shopping experience. With trust comes responsibility and we take this responsibility very seriously.
This Privacy Notice helps you to understand how we use your personal information, who we share it with and the rights that you have.
This Privacy Notice applies if you shop on our website or if you otherwise share your personal information with us, for example if you contact us with a query or we send you marketing information.
We change the terms of this Privacy Notice from time to time and you should check it regularly. The last updated date is shown at the beginning of the document. If we make any material changes we will take steps to bring it to your attention.
Who we are
We are Accrol Papers Limited (“we”, “our”, “us”) and operate under Oceans.
We are the data “controller”, which means we are responsible for deciding how and why your personal information is used. We are also responsible for making sure it is kept safe, secure and handled legally.
We operate to the highest standards when protecting your personal information and respecting your privacy. Our Data Protection Officer is TBC, if you have any questions about your personal information, or how we use it, you can contact us at firstname.lastname@example.org or by writing to us at Oceans, Accrol Papers Limited, Roman Road, Blackburn, BB1 2LD.
You have a number of ‘Data Subject Rights’ below is some information on what they are and how you can exercise them. There is more information on the Information Commissioners website ico.org.uk
- Right of access – You have the right to request a free copy of the personal information that we hold about you.
- Right to rectification – If you think any of your personal information that we hold is inaccurate, you have the right to request it is updated. We may ask you for evidence to show it is inaccurate.
- Right to erasure (also known as the Right to be Forgotten) and the Right to restriction of processing – You have the right to request that we stop processing, or delete, all of your personal information that we hold. If you exercise this right we will keep a note of your name linked to your request and it won’t prevent us from processing any new information you provide to us subsequently.
- Right to data portability – You have the right to ask us to electronically move, copy or transfer your personal information in a machine readable format.
- Rights with regards to automated decision making, including profiling – We sometimes use your personal information to make decisions by automated means. This involves us analysing your account activity including orders, subscriptions, payments etc. We do this to confirm your identity, prevent and detect crime. This automated decision making is necessary if you would like to continue to shop with us online. You have a right to reject automated decisions but it may mean that you cannot shop with us.
- Right to withdraw Consent – Where we are relying on your consent for processing you can withdraw or change your consent at any time.
The above rights may be limited in some circumstances, for example, if fulfilling your request would reveal personal information about another person, if you ask us to delete information which we are required to have by law, or if we have compelling legitimate interests to keep it. We will let you know if that is the case and will then only use your information for these purposes. You may also be unable to continue using our services if you want us to stop processing your personal information.
If you have any general questions or want to exercise any of your rights please contact email@example.com. For security reasons we may need to request proof of identity before we disclose personal information to you in response to any request.
We encourage you to get in touch if you have any concerns with how we collect or use your personal information. You do however also have the right to lodge a complaint directly with the Information Commissioners Office, the data protection regulator in the UK, their contact details can be found on their website at www.ico.org.uk
The lawful bases we use to process data
We will only ever process your information if we have a lawful basis to do so. The lawful bases we rely on are:
- Contract – This is where we process your information to fulfil a contractual arrangement we have made with you.
- Consent – This is where we have asked you to provide explicit permission to process your data for a particular purpose.
- Legitimate Interests – This is where we rely on our interests as a reason for processing, generally this is to provide you with the best products and service in the most secure and appropriate way.
- Legal Obligation – This is where we have a statutory or other legal obligation to process the information, such as for the investigation of crime
The information we collect and how we use it
To process any orders that you place with us and to facilitate any returns (Contract)
- We take payment details to process payment for any credit or debit card orders you place with us.
- We share these details with our chosen payment processors (for example Worldpay or Paypal).
- We use your account information plus your chosen delivery address details to deliver your purchases and keep you informed of their status and to process any returns including (where appropriate) collecting the item from you.
- Our chosen payment processors store your payment card details at your request to speed up your checkout in the future (consent).
To provide you with access to an account (Contract)
- To register an account with us we capture information such as your name, date of birth, contact and delivery information and also a password to protect your account (account information). We use the same information on an ongoing basis to manage and provide secure access to your account and provide you with the services you request.
To provide customer service to you (Legitimate interest)
- We keep correspondence (customer service records) when you contact our customer service teams or interact with us on social media. We use these customer service records to manage your queries or complaints effectively, for quality monitoring and to continually improve our services.
To personalise and improve your experience when you shop (Legitimate Interest)
- We keep a record of how you interact with our website and any marketing you are exposed to, we use this data, along with purchase history, demographics, account information and third party information, to show you products and offers that we think you will be most interested in and to tailor your experience.
- We use your account information and the information on the devices you use to access our sites and your interactions with us to operate personalised features across our websites, apps and communications.
To inform you about products and services that may interest you (Legitimate Interest)
- We use technologies such as cookies within digital marketing networks, ad exchanges and social media networks such as Facebook’s Custom Audience to get relevant marketing messages across to you and other customers. We share aggregated and anonymised information about the customer segments we are interested in reaching with advertising partners, so they can focus on showing adverts to those who are most likely to be interested in our products, services and offers, and to prevent them showing you irrelevant or repetitive advertisements.
- We receive information on how you interact with our adverts and content on third-party websites and social media platforms (such as Google or Facebook) which we use to tailor the information that is displayed to you.
To keep in touch with you (Legitimate Interest)
- When you register for an account and shop with us we start to keep you up to date with news of products and services including offers, promotions and sale information, unless you tell us you don’t want us to through your account or using the link in every email that we send to you.
- When we send you communications we use records of how you interact with our website and any other marketing we’ve sent to you, along with purchase history, to tailor the messages to include information you are most likely to be interested in.
- We use your account information to notify you about important service messages, such as material changes to this policy, product updates or information about your account.
N.B: If at any point you have made amendments to your contact preferences in the ‘my account’ section of our website, selecting to receive communications from us, we are operating under consent instead of legitimate interest.
To ensure the Website and the services we offer you operate properly (Legitimate Interest)
- We use other cookies and similar technologies to help us understand how you use the site, this allows us to optimise your shopping experience and continually improve our site.
- We gather information about the devices you use to access our sites (desktop and mobile) for example your IP address and device type, to ensure the site is secure and works across multiple platforms.
- We use information for logistics planning, demand forecasting, management information, dealing with errors on our site, and general research and development.
To develop and improve our products, range and services (Legitimate Interest)
- We may contact you to take part in customer satisfaction surveys, if you respond we collect your feedback and contributions (customer feedback). We use this information to develop the services we offer.
- We use information about how you browse and engage with our website to improve our website.
- We use all information, including third party data in the development of new products, services and systems to ensure they work as expected and will be useful to our customers.
To prevent and detect crime (Legitimate interest/Legal obligation)
- We use your account information, order history and payment history to assist in monitoring for fraudulent transactions or suspected money laundering.
To fulfil our legal obligations (Legal obligation)
- We use your data to ensure we comply with any requirements imposed on us by law or court order, including disclosure to law or tax enforcement agencies and authorities or pursuant to legal proceedings.
- We will share data with regulatory and other official bodies if they make formal requests.
- We will maintain records to meet regulatory and tax requirements.
- We will use your account information to contact you in connection with product recalls or other similar product quality issues and to comply with our legal obligations in connection with the sale of age restricted products.
How long we keep it for
We keep your personal information as long as you are a customer of ours and generally for seven years afterwards to comply with legal requirements. During that time we take steps to remove any personal data as soon as we no longer need it.
We consider you a customer:
- as long as you hold an open subscription account;
- for 2 years from the point you last made a purchase from our website; or
- during any time we are managing a customer service request from you.
Third parties we share data with and receive data from
We always make efforts to anonymise data and only pass over personal information that is absolutely necessary for the purposes for which it is being processed. We always do so securely.
We have contracts in place with all suppliers that help us to ensure security and privacy of your personal information, these are reviewed and updated regularly and always in line with data protection laws.
We may, from time to time, share data with the following third parties:
- Delivery partners – helping us to deliver the goods you order to you including our brand partners that dispatch and deliver goods to you directly.
- IT companies – supporting us in maintaining our website and other business systems including providing phone lines, data storage facilities, and providing and supporting Cloud based infrastructure used in providing our products and services.
- Marketing companies and online advertising – helping us to manage our electronic communications to you and to help us show you the advertising that you are most likely to be interested in, companies that provide marketing and advertising assistance (including management of email marketing operations, mobile messaging services such as SMS, and services that deploy advertising on the internet or social media platforms, such as Facebook and Google) as well as analysis of the effectiveness of our advertising and communications campaigns.
- We use technologies such as cookies, pixels, and device IDs within digital marketing networks, ad exchanges and social media networks such as Facebook’s Custom Audience to get relevant marketing messages across to you.
- Consumer profiling organisations – These organisations provide demographic or other data to help better understand customers’ demographics, lifestyles or shopping.
- Payment processors – payment card processors to process credit and debit card payments and store payment information such as Worldpay or Paypal.
If we have reason to suspect fraud or other criminal offences we will pass your personal information to fraud prevention agencies (such as CIFAS) or law enforcement agencies for the detection, investigation and prevention of crime. If we think there is a risk of fraud, we may suspend activity on your account or refuse access to your account and/or cancel an order. If we do this we will inform you by email or SMS and ask you to contact us.
- Research and analytics companies – We may share personal details to allow research companies and feedback providers to contact you directly on our behalf in order to capture your opinions on our products, services, websites and apps. We may ask these research companies to analyse the results so that we can better understand your online experience, which will help us to improve our services. We only provide them with the information they need to perform their function. This may take the form of a survey, where you may be asked to review a product or service you’ve bought or provide general feedback on our products and services. You will always have the choice about whether to take part in our market research or surveys.
We may share information with specialist companies to analyse customer information to help us better understand how you use our services and to tailor products, services and offers that may be relevant for you.
We utilise companies that help us track and record the way you navigate our website, so that we can understand your online experience and use it to improve our services and offer a more personalised experience.
- General service companies – such as printers and mailing houses that assist us in providing our products and services.
- Regulators and the Police – We will share data with regulators and other official bodies (including law enforcement) if they make formal requests or pursuant to legal proceedings.
Third-party apps, websites and services
If you use any third-party apps, websites or services to access our services, your usage is subject to the relevant third party’s terms and conditions, cookies policy, and privacy notice. For example, if you interact with us on social media, your use is subject to the terms and conditions and privacy notices of the relevant social media platform (Facebook, Twitter etc.). The same applies if you use third-party services, like Amazon’s Alexa, as your use of the service is subject to their applicable terms and conditions. We may be required to share customer information relating to transactions involving third-party services with that third party.