Privacy, Terms, Cookies & Disclaimer

1. About Us
2. Use of the Website
3. Supply of Products
4. Our Privacy Policy
5. Accessibility
6. Our Cookies
7. General
8. Campaigns

These are the terms and conditions under which you ("you") may use our ("we/us/our") website (the "Website") and purchase products ("Products") from us.

1.    ABOUT US

2.    USE OF THE WEBSITE

2.2 Copyright

2.2.1 All material accessible on this Website is protected by copyright. You may view Website pages on screen and may print or download extracts of them for your own personal use or for use by others within your organisation.

2.2.2 You may supply a copy of any such extract to any third party provided that:
(a) the extract is for their own personal use;
(b) the extract is not supplied as part of or incorporated in another work, website or publication;
(c) the extract is not supplied either directly or indirectly in return for commercial gain; and
(d) the third party is made aware that the source of the copy is this Website and that these terms and conditions apply equally to them.
 
2.2.3 No part of this Website may be reproduced, transmitted to, or stored on any other website or in any other form of electronic medium without our express written consent.

2.3 Availability of the Website

We will use our reasonable endeavours to provide you with a prompt and continuing service. We do not, however, warrant that the service it provides will continue uninterrupted or without delay or that it will remain unchanged. In particular we reserve the right to bring the Website down as and when necessary for the purposes of maintenance.

2.4 Content of the Website

2.4.1 Whilst we will use our reasonable endeavours to ensure that the information contained in the Website is correct and reliable, no warranty, either express or implied, is given as to the accuracy or completeness of that information.

2.4.2 The Website contains hypertext links to a number of websites owned, operated and controlled by third parties. We have no control over or proprietary interest in any of these websites and, as such, make no warranties with regard to the quality, security, accuracy or any other aspect of such sites, and exclude any and all liability arising from use of the same.

2.4.3 The Website contains content and services ("Third Party Services") owned, operated, controlled or provided by third party service providers ("TSPs") and not by us. Where appropriate the provision of any Third Party Services to you by any TSP shall be on the terms and conditions of the relevant TSP. It is your responsibility to make yourself aware of such terms and conditions. We exclude any and all liability arising from the provision of any Third Party Services to you by any TSP and your only remedy for failure to provide such Third Party Services is against the relevant TSP.

2.5 Usernames and Passwords

2.5.1 If you set up an account with us to access and use the Website and the services that it offers (an “Account”), we may specify or ask you to specify a user name or password to access and use your Account.

2.5.2 You will be responsible for any use of your Account (whether or not by you), for logging out of your Account after you have finished using it and for keeping your usernames and passwords confidential.

2.5.3 To change your username and/or password follow the instructions in your Account or email us at the address set out above. If you forget your username and/or password, you may email us at the address set out above and we will email your username and password to the email address specified in your Account.

2.5.4 We reserve the right to close or suspend your Account without notice if you are in breach of these terms or if you have not accessed your Account for a period of 12 months. We also reserve the right to close or suspend your Account at any time for any other reason, but will use reasonable endeavours to notify you as soon as reasonably possible before doing so.

2.6 Queries

While every effort is made to ensure that any enquiry you submit is dealt with promptly, we cannot guarantee that your query will always be dealt with within the timescale you require. If your enquiry is submitted to a TSP then we will not necessarily read or see your enquiry. We cannot guarantee complete confidentiality and recommend that you do not include sensitive information, or information which could be classed as a trade secret, via the internet.

3.    SUPPLY OF PRODUCTS

3.1 Ordering products

3.1.1 To place your order follow the steps set out on the Website.

3.1.2 The appearance of the products on our website is an invitation to you to make an offer to purchase them by placing an order with us. We have the right to refuse any orders and no contract will subsist between you and us unless and until we accept your order.

3.1.3 When you place an order on our website, we will send you an automated email to confirm that your order has been received. This is not our acceptance of your order. Our acceptance of an order takes place when we send you an email to confirm that your order has been despatched for delivery.

3.1.4 The products on our website are subject to availability. If we acknowledge your order via the automated email as referred to above for any products (“Products”) but do not accept your order we may notify you of this. We will not charge you for those Products and any payment that we have received will be refunded to you.  We will not be responsible for compensating you for any other losses which you may suffer if we do not accept your order and we shall have no further responsibilities to you.

3.2 Price of the products and payment

3.2.1 The prices for the Products and any delivery charges are as set out on our Website and are stated in UK Pounds Sterling. These prices include applicable sales tax and duty.

3.2.2 Whilst we try to ensure that these prices are accurate, mistakes may sometimes occur. If we discover a mistake in the price of the Products we will send you an email as soon as is reasonably possible and advise that your order has been cancelled. If the order is cancelled we will not charge you for those Products and will refund any money already paid for them, and we shall have no further responsibilities in respect of your order. 

3.2.3 Any promotional codes/discounts must be entered before the order has been placed. We are unfortunately unable to apply discounts after the order has been received.

3.2.4 The cost of any order must be paid by you when the order is placed by a credit or debit card acceptable to us.

4.    OUR PRIVACY POLICY

a) Freya and your personal information

The protection of your personal information is important to us. We respect your privacy and want you to understand what we do with the information we hold about you. This privacy notice applies to personal information we hold about individuals, sole traders and partnerships. It does not apply to information held about companies and other organisations.
This privacy notice explains how we collect, share and use personal information.

b) Personal information we collect

We may collect the following types of personal information from you:
Contact details: information that allows us to contact you directly such as your name, email address, telephone number and addresses associated with your account.

Security details: such as your password and other security-related information used to access your account.

Order history: records of the products you purchase.

Size details: records of your preferred sizing for our products.

Payment information: credit/debit card details and bank account details you provide to make payment for the products and services you purchase from us. We do not store this information but we pass it to our payment provider who may store this information.

Delivery information: information relating to the delivery of our products to you.

Responses to surveys, competitions and promotions: we keep records of any surveys you respond to or your entry into any competition or promotion we run.

Records of your discussions with our customer support teams: when you share comments and opinions with us, ask us questions or make a complaint we will keep a record of this. This includes when you send us emails, phone our support team or contact us through social media such as through Twitter or on Facebook.

How you use our website: when you use the Freya website we collect information about the pages you look at and how you use them.

Location information: your computer's IP address may tell us an approximate location when you connect to our websites but this will be no more precise than the city, state or country you are using your device in.

You are not required to provide any of the personal information described above to us, however, if you do not do so, you may not be able to purchase our products.

If any of the information you provide is inaccurate or incomplete this may void or reduce any claims made under any contract we have with you for the supply of our products.

c) What we use your personal information for

We may anonymise and aggregate any of the personal information we hold (so that it does not directly identify you). We may use anonymised and aggregated information for purposes that include testing our IT systems, research, data analysis, improving our site and developing new products and services.

d) Sources we collect your personal information from

We will collect personal information from a number of sources. These include the following:
Directly from you: when you create, manage or amend your account with us, purchase products from us, complete forms we provide to you, enter our competitions and promotions, make a claim, make a complaint, contact us by phone, email or communicate with us directly in some other way.

Our website: provides us with information about how you use it and the devices in your home that you connect to them.

Our payment provider: will provide details as to whether your payment has been accepted.

e) Who we share your personal information with

We share personal information with the following parties:

Companies in the same group of companies as us: for the purpose of providing a service to you.

Delivery companies: to deliver products that you have ordered from us.

Payment providers: to take payment for our products.

Data analytics suppliers: to better understand how people use our websites.

Credit reference agencies: so that we can assess your creditworthiness and to verify your identity.

Other service providers and advisors: such as companies that support our IT, help us analyse the data we hold, process payments, send communications to our customers, provide us with legal or financial advice and generally help us deliver our products and services to you.

Purchasers of our business: buyers or perspective buyers who we sell or negotiate to sell our business to.

The Government or our regulators: where we are required to do so by law or to assist with their investigations.

Police and law enforcement: to assist with the investigation and prevention of crime.

In addition, we use the services of third party companies to help us carry out and measure the effectiveness of our advertising campaigns. For example, these third parties may ensure that you are shown ads at appropriate frequencies, so that you do not see the same ad repeatedly. As part of these services, one or more "action tags" may be placed on our site. These action tags do not enable these third parties to collect your name, e-mail address, phone number or other similar information that directly identifies you. Rather, when you visit our site, these action tags will direct your web browser to contact these third parties, at which time they may set or read a cookie on your device and collect information about your visit - such as your IP address, cookie ID, which parts of the site are viewed or clicked, and date/time information. Currently, the third party companies that may use action tags to enable their collection of information about visitors to our site include DoubleClick by Google (https://marketingplatform.google.com/intl/en_uk/about/). To find out more information please view Google’s Privacy and Terms (https://policies.google.com/technologies/partner-sites)

These companies also may use this information, combined with information they may collect at other websites, to show you ads that are targeted to your interests. You may be able to opt-out of behavioural targeting from Google by clicking on the following link: https://support.google.com/ads/answer/2662922?hl=en-GB. Many of these companies are also members of the Network Advertising Initiative (NAI), which offers the ability to opt out from online behavioural advertising by any or all member companies on a single page at http://www.networkadvertising.org/managing/opt_out.asp. Opting out of a network does not mean that you will no longer receive online advertising or that the network will stop collecting information about your visit to the sites. It does mean that the network from which you opted out will no longer deliver ads tailored to your Web preferences and usage patterns.

We also use Google Analytics which sets cookies to collect information about how visitors use our website. We use the information to compile reports and to help us improve the website. The cookies collect information including the number of visitors to the website and blog, where visitors have come to the website from and the pages they visited. To opt out of being tracked by Google Analytics across all websites visit http://tools.google.com/dlpage/gaoptout.

Our site also includes Facebook Pixel which is a piece of code that reports an action, for example purchasing a product. This enables us to understand visitors’ behaviour on our site after they have seen a Facebook ad and use this to optimise our ads moving forwards. You can opt out of Facebook Ads by accessing your account settings in Facebook.

We do not disclose personal information to anyone else except as set out above. We may provide third parties with aggregate statistical information and analytics about users of our products and services but we will make sure no one can be identified from this information before we disclose it.

f) Direct Marketing

Email, post and SMS marketing: from time to time, we may contact you by email, post or SMS with information about products we believe you may be interested in.

We will only send marketing messages to you in accordance with the marketing preferences you set when you create your account or that you tell us afterwards you are happy to receive.

You can then let us know at any time that you do not wish to receive marketing messages by sending an email to us at [email protected]. You can also unsubscribe from our marketing by clicking on the unsubscribe link in the marketing messages we send to you or within the My Account area of the site, if you have an account with us.

g) Transferring your personal information internationally

The personal information we collect may be transferred to and stored in countries outside of the European Union. Some of these jurisdictions require different levels of protection in respect of personal information and, in certain instances, the laws in those countries may be less protective than the jurisdiction you are typically resident in. We will take all reasonable steps to ensure that your personal information is only used in accordance with this privacy policy and applicable European data protection laws and is respected and kept secure.

h) How long do we keep personal information for

We will keep your personal information for as long as is reasonably required for the purpose for which it was obtained and thereafter for as long as we have an interest in retaining it (provided that this is justified under privacy law.

i) Security

Our website has numerous security measures in place to protect the loss, misuse and alteration of information under our control, such as passwords and firewalls. We cannot, however, guarantee that these measures are, or will remain, adequate. We do, however, take data security very seriously and will use all reasonable endeavours to protect the integrity of the information you provide.

i) Your rights in relation to your personal information

You have the following rights in relation to your personal information: (i) the right to be informed about how your personal information is being used; (ii) the right to access the personal information we hold about you; (iii) the right to opt-out of receiving direct marketing messages; (iv) the right to request the correction of inaccurate personal information we hold about you; (v) the right to request the blocking or deletion of your personal information where the processing does not comply with applicable data protection laws and; (vi) the right to request that we port elements of your data either to you or another service provider.
To exercise any of the above rights, or if you have any questions relating to your rights, please contact us by using the details set out in the "Contacting us" section below".
If you are unhappy with the way we are using your personal information you can also complain to the UK Information Commissioner’s Office or your local data protection regulator. However, we are here to help and would like to encourage you to contact us directly first so that we can resolve your complaint. More information about your legal rights can be found on the Information Commissioner’s website at https://ico.org.uk/your-data-matters/.

k) Changes to this notice

We may update this privacy notice from time to time. When we change this notice in a material way, we will update the version date at the bottom of this section. For significant changes to this notice we will try to give you reasonable notice unless we are prevented from doing so. Where required by law we will seek your consent to changes in the way we use your personal information.

l) Contacting us

In the event of any query or complaint in connection with the information we hold about you, please email [email protected] or write to us at: Freya Lingerie, Wacoal Europe, The Corsetry Factory, Rothwell Road, Desborough, Northants, NN14 2PG

Version dated July 2019.

5.    ACCESSIBILITY

We want everyone who visits the Freya website to feel welcome and find the experience rewarding, going above and beyond the recommendations stated in European Standard, EN 301 549 – Accessibility requirements for ICT products and services.

What are we doing?

To help us make the Freya website a positive place for everyone, we've been referring to the Web Content Accessibility Guidelines (WCAG) 2.2 Levels A &AA. These guidelines explain how to make web content more accessible for people with disabilities, more compatible with assistive technology, and more user friendly for everyone.

The guidelines have three levels of accessibility (A, AA and AAA). We’ve chosen Level A & AA as the target for the Freya website.

How are we doing?

We've worked hard on the Freya website and we've hired the certified professionals at ilumino, llc to help us achieve our goal of WCAG 2.2 Level A & AA accessibility. 

The following pages/documents included in the scope of work are representative of the pages on the website:

•    Homepage 
•    Terms and Conditions Page 
•    Order Confirmation Page 
•    Product Details 
•    Search Results Page 
•    Account Page 
•    Hygiene Size Guide Page 
•    Cart Page 
•    Login Page 
•    Checkout – Login Page 
•    Store Finder Page 
•    Multi Checkout Summary Page 
•    Import CSV as Saved Cart Page 
•    Order Confirmation Page 
•    Managed Cookies 
•    Become a Stockist

The accessibility experts at ilumino, llc will conduct manual testing on a Windows or Mac computer using NVDA, JAWs, or VoiceOver, as appropriate. Proprietary software is used for all automated testing.

We will monitor the website regularly to maintain our ongoing commitment to delivering a site that is accessible to the largest possible audience.  If you have any concerns about the usability of our site or find a feature that is inaccessible, please contact us using the information below. We will make every reasonable effort to accommodate requests.

Connect with Us

If you enjoyed using the Freya website, or if you had issues with any part of it, please get in touch. We'd like to hear from you in any of the following ways:

●    email us at [email protected]
●    call us on 01536 766790

This document was updated by ilumino on March 28, 2024.

6.    OUR COOKIES

What is a cookie?
A cookie is a small text file that is stored on your computer when you visit a website. Cookies don’t usually contain any personal information and are mostly useful to you. Generally, they are used to improve your experience and inform marketers of your journey, so that in turn they can make improvements to the website.

There are four main types of cookies;

Strictly Necessary Cookies 
These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, accessing your account and adding products to your basket. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information.

Analytical Cookies
These cookies allow us to get to know how you use our website. They’re used to count visits and traffic sources so we can get insights into what our visitors like and which pages are the most popular. We also use this information to help improve our website, make our marketing more relevant and improve your experience. The data used for these cookies is aggregated and anonymised, which means that we can’t identify you as an individual. Therefore, no personal data is used for these cookies.

Functional Cookies
These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages.  If you do not allow these cookies then some or all of these services may not function properly.

Advertising Cookies
These cookies may be set through our site by our advertising partners. They may be used to build a profile of your interests and show you relevant adverts on other sites, search ads and social media. They do not store direct personal information but can identify your browser and internet device. If you do not allow these cookies, you will experience less targeted and relevant advertising.

Our Cookies
We don't store your personal information in our cookies, but personal information that we store about you may be linked to the information stored in, or from, cookies.
The cookies we use on our site are;

Strictly Necessary 
-    First Party Session ID
Stores information which enables core functionality of the site to work eg adding items to bag & recently viewed items.
-    SAP 
SAP provides core site functionality, stores consent data for anonymous users and maps user sessions across servers.
-    One Trust 
Our Cookie law compliance solution stores information about the cookies the site uses and whether visitors have given or withdrawn consent for the use of each category.
-    PayPal 
Third party PayPal cookies are essential for fraud protection and safe transactions, as well as login functions to the PayPal website.

Analytical
-    Google analytics
Captures information in about how our customers interact with our website, which we use to improve our shopping experience and marketing campaigns.
-    Dynatrace
This enables us to report on site performance including if error pages are served and page load speeds. We use this information to then drive improvements in our website experience for our customers. 
-    MS Clarity 
This is a behavioural analysis tool from Microsoft that helps us understand user interaction on our website, which we can use to enhance the website for our users. 

Functional
-    First Party
We use customers’ IP location (only at a country level) & browser settings to help us direct them to our most relevant country site and language and we then store those preferences in a cookie so that we serve the preferred site & language on subsequent visits. We also hold other browsing preferences like number of search results on a page.

Advertising
-    Google Marketing Platform
Tools used by Google Marketing Platform to give insight into customer behaviour so we can further optimise our campaigns. To find out more information please view Google’s Privacy and Terms (https://policies.google.com/technologies/partner-sites)
-    Bing
Tools used by Microsoft for unique user tracking
-    YouTube, Pinterest, Facebook & Twitter
Analytics and ad tracking along with the ability to share our products on social media

Managing Cookies
If you would like to manage your cookie settings on our website click here, where you can easily turn on and off non-essential cookies. Some cookies are essential in order to use our website and so if you do disable cookies our website may not operate properly and you may not be able to make a purchase.

Please note that we’re not responsible for the content of external websites.


7.    GENERAL

7.1 We shall not be liable for any third party claims or losses of any nature, including, but not limited to, loss of profits, indirect or consequential loss or loss due to circumstances beyond its reasonable control.

7.2 We may assign, transfer, mortgage, charge, sub-contract, sub-licence or otherwise dispose of the whole or any part of this Agreement without your prior written consent.

7.3 The remedies available to either you or us under these terms shall not limit or exclude any other rights that you or we may have against each other.

7.4 Any failure by us to enforce any of our rights under these terms shall not affect our right to enforce them at a later date.

7.5 If any provision or right under these terms is found to be invalid or unenforceable then the remaining provisions or rights under these terms shall be unaffected as if such invalid or unenforceable part did not exist.

7.6 These terms contains all the terms and conditions between you and us regarding your order. No representation, undertaking, warranties or promise shall be taken to have been given or implied except as set out in these terms or implied by law. These terms do not affect your statutory rights. We reserve the right to change these terms at any time without prior notice to you.

7.7 Nothing in this Agreement shall give any right or benefit to any person who is not a party to it.

7.8 Even though any contract between you and us relating to your order is concluded over the internet, you and we agree that it has been concluded in England in writing. Any such contract is governed by English law and you and we each hereby accept the exclusive jurisdiction of the English courts.

Campaigns

8.1 All Campaigns/sales/promotional offers are subject to availability.

8.2 All offers are online only.

Outlet/Sale

9.1 All Campaigns/sales/promotional offers are subject to availability.

9.2 All Sale/outlet items will be clearly marked down on the web & are on selected lines only.

9.3 All offers are online only