Privacy Policy

Introduction

 

Escenzo (“we”, “us” or “our”) is a Data Controller for the purposes of the Data Protection. We will use the personal information you provide, on your behalf, for the purposes set out below. We are committed to protecting your privacy. 
Please read this policy carefully as it explains how we use your personal information. If you have any questions about or comments on this policy, please e-mail us on info@escenzo.com before using www.escenzo.com (“website”).

We may change this policy from time to time by updating this page. You should check this page from time to time to ensure you are happy with any changes.

 

What information do we collect and why?

 

In general, you can visit our website without giving us any information and we won’t know who you are. If you are one of our anonymous visitors, please bear in mind that we may still:

  • Record the areas of the website which you visit
  • Collect information about your computer such as which browser you are using, your network location, the type of connection you are using (e.g. broadband, ADSL etc).

We do this by using Cookies, but we can’t tell who you are.

Additional services may be available if you register with our website (including if you register for our Escenzo Rewards Club). In this case, once you register we will know who you are, and your activities on our website and information about your computer may be linked to you on our systems. You may also give us:

  • Contact information - your name, address, email address and telephone/mobile number;
  • General information about you - your interests, experiences with products and services and your contact preferences;
  • If you are registering as a Rewards Club member, information to help us send you the promotions that we think fit you the best including your favourite products, hobbies, your birthday and family members (for example, children’s names and birthdays).

The main reason we use this information is to provide you with our products and services (whether available via the website or offline).

If you have opted-in to receive marketing from us then we will also use this information to send you communications (including extra point’s promotions if you’re a Rewards Club member). These will all be sent by Escenzo but may contain offers and information from other companies that we think you may be interested in, including from our sister company. Rest assured, we will never share your details with other companies to let them send you their marketing directly. For more information on our marketing activities, see our Privacy Promise at the end of this policy.

We may keep copies of any correspondence you send us including questions, feedback, complaints and any problems you have reported, as well as your registration history with us (including Escenzo Rewards Club registration), competition submissions and responses to our online questionnaires. This is to allow us to respond to you if appropriate, and for our internal record keeping and product development.

Finally we may also use your information for market research and analysis purposes, but this will be on an anonymous basis (so no one will know who you are).

 

Who do we share this information with?

 

We may share your information with:

  • Companies performing services on our behalf (such as marketing agents, recruitment agents and service providers such as our website host) who will only use the information to provide that service to us. These organisations may provide services to us from other countries, which may mean that personal information is transferred to those other countries;
  • Other members of our corporate group  for market analysis purposes (but only on an anonymous basis);
  • A purchaser or potential purchaser of our business or assets;
  • Organisations which we need to share information with either for legal reasons, to prevent or investigate criminal activity, or to protect our or our customers’ rights (for example the police, the courts, fraud investigation organisations, insurers, solicitors, auditors and financial advisors); and
  • Credit checking organisations.

 

 

How to get copies of or amend the information we have collected?

 

You may request details of personal information, which we hold about you. If you would like a copy of the personal information we hold about you please write an e-mail to Customer Services on cs@escenzo.com, If you need to update any details relating to your Rewards Club registration then you can either update them online at www.escenzo.com, or by calling Customer Services on 042533374. If you think any other information we have about you is incorrect or incomplete, please call us on 042533374 as soon as possible so we can correct or update your information.

 

 

Security

We are committed to ensuring that your information is secure. To prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect about you.

We may link to other websites, which are not within our control (including for example, the website of our sister company). Once you have left our website, we cannot be responsible for the protection and privacy of any information which you provide. You should exercise caution and look at the privacy statement for the website you’re visiting.

 

 

 

 

Cookies

We use cookies on our website. Cookies are files that store information on your computer hard drive or browser that mean that we can recognise that you have visited our website before. They are used to ensure that items are placed and remain in your Shopping Basket and that orders are processed correctly. Cookies make it easier for you to maintain your preferences on the website, and by seeing how you use our website we can try and tailor your experience to fit your preferences. We can also measure how easy our customers find our website to use, so that we can make it as easy as possible for you.

You can, should you choose, disable the cookies from your browser and delete all cookies currently stored on your computer. On Microsoft Internet Explorer, this can be done by selecting “Tools/Internet Options” and reviewing your privacy settings or selecting “delete cookies”. This may, however, prevent you from taking full advantage of the website and being able to make any purchases from the website. You can find out how to do this for your particular browser by clicking "help" on your browser's menu

 

 

 

Phishing

Phishing is the name given to attempts to steal personal details and financial account details from a website user. “Phishers” use fake or “spoof” emails to lead users to counterfeit websites where the user is tricked into entering their personal details, such as credit card numbers, user names and passwords. Please note that Escenzo will never send you emails asking for such details, and our staff will never ask you for your password.

If you do receive an email like this, or are asked for your password by anyone claiming to work for us, please forward the email or report the incident by calling us on 0444445 or by writing to us at Customer Services, By e-mail on cs@escenzo.com

When you apply for a job with us

 

When applying for a job with us through our website you will provide information about yourself, such as your CV. We will use this information to assess your suitability for employment by us and in any subsequent interviewing process.

We will keep copies of the information you submit and any further correspondence in order to progress your job application and as a record of our employment and fair access processes. If you are a successful candidate then we will keep your information for the purpose of your employment with us. We may also keep information about unsuccessful candidates so that we can contact them in the future about other vacancies we think may be of interest.

We sometimes employ external recruitment agents to help with the recruitment process. We will always retain control of your information (including CVs you may submit) and the recruitment agent must act in accordance with our instructions when using that information.

 

 

 

Our Privacy Promise

If you have registered with us (including as a Escenzo Rewards Club member) you can receive exclusive offers, bonus points and other promotions. As mentioned before, these will all be sent by Escenzo but may contain offers and information from other companies that we think you may be interested in, including from our sister company.

Rest assured, we won’t send you these, or any other marketing unless you have given us your consent to do so and we will never share your personal details with other companies to let them send you their marketing directly.

 

 

How to Unsubscribe

You can unsubscribe from receiving any marketing from us at any point using one of two methods:

  • changing your communication preferences on your online account on our website; or
  • via the unsubscribe link that you’ll find at the bottom of every marketing email we send.

Please note that if you unsubscribe from us then you won’t receive any further marketing from Escenzo. Please allow up to 3 working days for your new communication preferences to come into affect.

Returns, Exchanges & Refunds Policy

 

We hope that you are pleased with the products you received from us, but if you do need to return anything we offer the following options to you:

 

If your product is unwanted or you've changed your mind

 

We are happy to offer you a refund or an exchange if the product you are returning is in a fully resaleable condition i.e. unopened and unused, and the return is made within 28 days. In this case you can either

  • Call our Customer Services Team on 042533374 to arrange a return or email them at cs@escenzo.com. Please remember to include the following information if you email: name, email address, order number, product code and reason for return. Please also state clearly whether you would like a refund or an exchange. 

    We are unable to process your refund or exchange until we receive the product back. We strongly advise that you obtain a proof of postage receipt when sending your item back to us. Please ensure that all items being returned are complete, with original packaging, and are securely sent.

 

 

OR

  • Return your product to your nearest Escenzo store for an exchange or refund. If you decide to return your product to store then you MUST take your proof of purchase* with you that you received by email when your order was dispatched. No return can be completed in store without it. Any return to store must be done within 28 days, and the product must be returned unused and unopened. 

    Please note: If the product is returned, either to store or to Customer Services, in a condition which is not fully resaleable or the packaging is damaged, we reserve the right to refuse a refund or exchange on the item. This does not affect your statutory rights.
    We will not refund gift-wrap charges if your product is unwanted or you have changed your mind. To arrange a return of your unwanted items please contact Customer Service.

 

 

 

 

 

 

How Refunds are Paid

 

When the item is returned to Customer Services: Refunds will be paid onto the same credit or debit card from which payment was taken for items returned to us. The refund value will be for the price paid when the order was placed. Refunds will only be processed once the item is received back

When the item is returned to store: Refunds will only be paid with proof of purchase*. Refunds will be paid onto the same credit or debit card from which payment was taken for items returned to us. The refund value will be for the price paid when the order was placed

 

 

 

How Exchanges are Processed

 

When the item is returned to Customer Services: where an exchange is required for an item different to the item originally ordered, we will refund the value of the returned items and you can then place a new order for the exchanged items.

When the item is returned to store: where an exchange is required for an item different to the item originally purchased, then any difference in value, if lower, will be refunded by the store as long as the customer provides their proof of purchase*

 

If your product is faulty or damaged

 

We will always do our best to ensure that your product arrives correctly and in perfect condition. Sometimes, however, mistakes do happen and we want to be able to resolve them for you as quickly as possible. In this case you can either

  • Call our Customer Services Team on 042533374 to arrange a return, refund or replacement, or email them cs@escenzo.com. Please remember to include the following information if you email: name, email address, order number, product code and reason for return. Please also state clearly whether you would like a refund, an exchange or a replacement. 

    We are unable to process your refund, exchange or replacement until we receive the product back. We strongly advise that you obtain a proof of postage receipt when sending your item back to us. Please ensure that all items being returned are complete, with original packaging, and are securely sent.

 

OR

  • Return your product to your nearest Escenzo store for an exchange or refund. If you decide to return your product to store then you must take your proof of purchase* with you that you received by email when your order was dispatched. No return can be completed in store without this proof of purchase.

    We are unable to refund postage or gift wrap charges at store. You will need to contact our Customer Service Team if you require a refund on these items.

    If you require an exchange on an item at store it is advisable to call the store first to check that the item you need is in stock as certain lines are not available in all stores and products may go out of stock at busy times.

 

 

How Refunds are Paid

 

When the item is returned to Customer Services: Refunds will be paid onto the same credit or debit card from which payment was taken for items returned to us. The refund value will be for the price paid when the order was placed and will include the delivery cost if the returned item is the only item in the order, or all the items are returned. Any gift-wrap charge will also be refunded where applicable. Refunds will only be processed once the item is received back

 

When the item is returned to Escenzo store: Refunds will only be paid with proof of purchase*. Refunds will be paid onto the same credit or debit card from which payment was taken for items returned to us. The refund value will be for the price paid when the order was placed. We are unable to refund postage or gift wrap charges at store. You will need to contact our Customer Service Team if you require a refund on these items.

 

 

How Exchanges are Processed

 

When the item is returned to Customer Services: where an exchange is required for an item different to the item originally ordered, we will refund the value of the returned items and then place a new order for the exchanged items. We can either do this on the telephone with you or you can place the new order on our website. Please note we will have to take your payment details again to process the exchange. You will not incur any additional delivery or gift-wrap charges. The delivery and gift-wrap option from your original order will apply for any exchange. Exchanges will only be processed once the item is received back.

 

When the item is returned to Escenzo store: where an exchange is required for an item different to the item originally purchased, then any difference in value, if lower, will be refunded by the store as long as the customer provides their proof of purchase*. We are unable to refund postage or gift wrap charges at store. You will need to contact our Customer Service Team if you require a refund on these items.

 

 

PayPal Orders

 

For a refund to your PayPal account Call (042533374) or email our Customer Services Team to arrange a return. Please include your order number in any correspondence.

 

If you have been sent the wrong product

 

We will always do our best to ensure that you receive the product you have ordered. Sometimes, however, mistakes do happen and we want to be able to resolve them for you as quickly as possible. In this case you can either

 

  • Call our Customer Services Team on 042533374 to arrange a return, refund or replacement, or email them at cs@escenzo.com. Please remember to include the following information if you email: name, email address, order number, product code and reason for return. Please also state clearly whether you would like a refund, an exchange or a replacement.

    We are unable to process your refund, exchange or replacement until we receive the product back. We strongly advise that you obtain a proof of postage receipt when sending your item back to us. Please ensure that all items being returned are complete, unopened and resaleable with original packaging, and are securely sent.

 

 

OR

  • Return your product to your nearest Escenzo store for an exchange or refund. If you decide to return your product to store then you must take your proof of purchase* with you that you received by email when your order was dispatched. No return can be completed in store without this proof of purchase.

    We are unable to refund postage or gift wrap charges at store. You will need to contact our Customer Service Team if you require a refund on these items.

    If you require an exchange on an item at store it is advisable to call the store first to check that the item you need is in stock as certain lines are not available in all stores and products may go out of stock at busy times.

 

Please note: If the product is returned, either to Escenzo store or to Customer Services, in a condition, which is not fully resaleable, or the packaging is damaged, we reserve the right to refuse a refund or exchange on the item. This does not affect your statutory rights.

 

 

How Refunds are Paid

 

When the item is returned to Customer Services: Refunds will be paid onto the same credit or debit card from which payment was taken for items returned to us. The refund value will be for the price paid when the order was placed and will include the delivery cost if the returned item is the only item in the order, or all the items are returned. Any gift-wrap charge will also be refunded where applicable. Refunds will only be processed once the item is received back

When the item is returned to Escenzo store: Refunds will only be paid with proof of purchase*. Refunds will be paid onto the same credit or debit card from which payment was taken for items returned to us. The refund value will be for the price paid when the order was placed. We are unable to refund postage or gift wrap charges at store. You will need to contact our Customer Service Team if you require a refund on these items.

 

How Exchanges are Processed

 

When the item is returned to Customer Services: where an exchange is required for an item different to the item originally ordered, we will refund the value of the returned items and then place a new order for the exchanged items. We can either do this on the telephone with you or you can place the new order on our website. Please note we will have to take your payment details again to process the exchange. You will not incur any additional delivery or gift-wrap charges. The delivery and gift-wrap option from your original order will apply for any exchange. Exchanges will only be processed once the item is received back.

When the item is returned to Escenzo store: where an exchange is required for an item different to the item originally purchased, then any difference in value, if lower, will be refunded by the store as long as the customer provides their proof of purchase*. We are unable to refund postage or gift wrap charges at store. You will need to contact our Customer Service Team if you require a refund on these items.

Return Delivery Charges

There is no charges fee for returning delivery.

 

 

*Proof of Purchase

All online customers will receive a proof of purchase email when their order has been dispatched. Please use this if you wish to return an item to one of our Escenzo stores. Stores are unable to process returns without this.