Privacy Notice & Terms
Terms
Age of consent - By purchasing products from cuddlz.com you declare that you are 18 years of age or above or have the legal right to possess adult products in your area or community. If it is discovered that you are not of the legal age to purchase from the website, cuddlz.com is not obliged to accept your order.
Contract Formation - Orders made through cuddlz.com are subject to acceptance and availability. cuddlz.com may choose at any time to cancel your order.
No contract will officially exist between yourself and cuddlz.com until your parcel has been dispatched.
cuddlz.com provide a secure checkout for the encrypted delivery of sensitive customer information such as contact and credit card details. Your credit card / debit card is charged in the name of our parent company MQ Trading Limited. UK Company Number 08400463.
If we receive any abusive or explicit messages etc we reserve the right to cancel / not accept any orders made by those offenders - and will ban or barr those from ordering from us again without any further communication from us.
Privacy Policy
Your privacy is of the highest importance to us and we promise never to release your personal details to any outside company for mailing or marketing purposes.
What information we collect and how we use that.
When you make a purchase from our website we collect certain personal information for you to enable us to process your order efficiently – this will include your name and payment & delivery address, email address and phone number. All such information is held on secure servers and our website is fully secure as you can tell from the https and padlock that shows in the url bar of your browser.
We do not store credit card details nor do we share customer details with any 3rd parties.
Why we need your information and how we use it.
We require your information to provide our services - such as when we fulfil your order, to provide customer support and also to settle any disputes. Also if necessary to comply with a legal obligation or court order in connection with a legal claim, and to comply with any current tax law regarding retention of information regarding purchases.
If you have signed up for our email newsletters we will use your email address to provide information about our products and services that we feel you will find interesting. You can unsubscribe at any time by clicking on the unsubscribe link within one of those emails or by contacting us at sales@cuddlz.com
Information Sharing and Disclosure.
We do not share your information with any third party other than where necessary with trusted service providers such as the delivery company used to deliver your parcel, namely Royal Mail, DPD & Fedex and this information is only shared to the extent necessary to perform these services.
Data Retention.
We retain your personal information only for as long as necessary to provide you with our services as described in this privacy policy. However we are required to retain information regarding sales for legal and regulatory obligations and generally we will keep your data for a minimum of 4 years or whatever the current legal or tax obligations are at the time.
Transfers of Personal Information Outside the EU
We may store and process your information through third party hosting services in the US and other jurisdictions. As a result we may transfer your personal information to a jurisdiction with a different data protection and government surveillance laws that your jurisdiction. If any data is deemed to transfer outside of the EU we rely on Privacy Shield as the legal basis for the transfer – ie Bigcommerce our current host is Privacy shield certified.
Your Rights.
You have the right to access and receive a copy of the personal information we hold about you.
You can change, restrict the use of or ask us to delete the personal information that we hold about you. Apart from exceptional circumstances like where we are required to store that data for legal reasons.
You can object or complain to us processing your information based on our legitimate interests detailed in this privacy policy or about receiving marketing messages from us after providing your express consent to receive them. In such cases we will delete your personal information and access to marketing messages. Unless there are compelling and legitimate grounds to continue using that information such as if required for a legal reason.
Request to be made to The data manager sales@cuddlz.com
Or in writing to MQ Trading Limited. 243 Silk House, Park Green, Macclesfield, Cheshire SK11 7QJ
Delivery - We offer many different delivery options to choose at the point of checkout. For more information see our delivery page - www.cuddlz.com/delivery-information/
Please note that we are not responsible for any duty charges or customs charges when your shipment arrives in to your country.
Safe Space Deliveries.
With DPD you can set up in the DPD APP - Safe Places' where your parcel can be left. Please note that on setting up your safe space and DPD deliver to that safe space - we cannot be held responsible for what happens to your parcel after that, so this is at your own risk. DPD always photograph your parcel on delivery. So for instance if you ask for a parcel to be left in a garden - they will photograph it there on delivery as proof of delivery. You can access DPD proof of deliveries in the DPD App or by going to https://www.dpd.co.uk/service/ Put in the consignment number and then the delivery postcode and you can access the proof of delivery image.
We will also put any delivery notes on that you request to any of our couriers & Royal Mail - but please note that it is at your own risk to do so. But works very well for many of our customers. But we cannot be held responisble for what happens to the parcel once it has been delivered to your designated safe space or place etc.
Security - Credit / Debit card details are entered on a secured page and they are transferred using SSL or another encrypted technology. We use Paypal or Sage page to process payment transactions through our website. (http://www.sagepay.co.uk/policies/security-policy)
Cookies - Our website uses cookies to remember the contents of your shopping cart as you browse through the site. By continuing on www.cuddlz.com you are giving us your consent to enable cookies to assist with remembering the content of your shopping cart. Cookies used on our website do not collect or store personally identifiable information about you. For further information on cookies and how to delete them please visit www.aboutcookies.org
To track how visitors reach our site and the path they take through it to help us improve our service to you. For example, we use Google Analytics, a popular web analytics service provided by Google. Google Analytics uses cookies to help us to analyse how users use the site. Find our more about how these cookies are used on the Google Privacy site. By continuing on www.cuddlz.com you are giving us your consent to enable cookies to track the path you take through our website and use this information to improve the service we offer. Cookies used on our website do not collect or store personally identifiable information about you.
Data Protection - cuddlz.com is compliant with the Data Protection Act. Your details will not be passed on to any third party without prior consent.
Disclaimer - All goods sold through this site are sold as ‘novelty goods.’ The vendor, MQ Trading Limited, the holding company of cuddlz.com, cannot be held responsible for any injury caused by improper use.
Goods or packaging of goods may differ slightly to those displayed on the web site.
MQ Trading Limited, holding company of cuddlz.com cannot be held responsible for errors or interruption on the website.
Copyright - Material on this site may not be copied, reproduced, republished, downloaded, posted, broadcast or transmitted in any way without the permission of MQ Trading Limited.
Acceptance of terms and conditions - Use of this site constitutes your acceptance of these terms and conditions, which take effect on the date of which you first use the site. These Terms and Conditions do not affect your statutory rights.
Returns - Faulty or incorrect goods
Faulty or incorrect goods should be reported to cuddlz.com Customer Service Department ASAP. However, we do give you 30 days to inform us for a full refund or exchange. Please give a full description of the fault and the item should be returned to us in its original packaging. All returned products will be tested and returned to you at your expense if they are found to be of satisfactory standard.
Cancellations
For 'non' custom made clothing you have the right to cancel your order within 7 days for a refund.
Custom made clothing cannot be cancelled once it is made - Custom made clothing is any of our onesies, or waddles or clothing etc where it states in the description that the item is made to order.
If your parcel has already been despatched you will be charged for the cost of shipping and a refund will not be made until the parcel has returned back to us. Please remember that we work on a same day despatch system so to avoid the postage charge and delayed refund you should inform us on the same day that the order is made.
Do try items on but please leave your underwear on!
If we feel that non-faulty items have been worn or soiled we will not issue a refund but return the goods to you at your expense.
Refunds
A refund cannot be issued until cuddlz.com receive the goods in question. The European Consumer Protection (Distance Selling) Regulations 2000 require us to say that your money will be returned within 30 days of cancellation. At cuddlz.com we aim to refund you within 14 days.
How to return an item
If you are returning an unwanted item please make sure you wrap the item securely. The item(s) should be returned in the same condition in which they were received i.e. as new. For hygiene reasons we are unable to accept a return on packs of nappies/incontinence products where they have been opened. You will need to enclose a note informing us of your details, order number and reason for return. Please also state whether you would like an exchange or refund. We recommend that you send goods by recorded delivery as we cannot be held responsible for any loss of parcel on the way back to us.
Please send back to:
MQ Trading Limited
243 Silk House,
Park Green, Macclesfield, Cheshire
ST11 7QJ.
United Kingdom
This returns policy does not affect your statutory rights
Rewards
When you create an account at Cuddlz.com, you'll earn points every time you shop with us using your account. You don't need to do anything else to join.
So if you checkout as a guest, you won't earn points on those orders. You can't transfer points between customer accounts, so please make sure that you're using your correct email address and that you're logged in every time.
Your orders accumulate. Every time you log into your account and shop with us, you'll receive points – 10 for every £1.00 spent. Orders returned or refunded etc will be deducted from your points balance.
Rewards only work for Cuddlz.com account holders if you checkout as a guest no rewards will be available. Rewards can be withdrawn at any time and the terms of what can be redeemed with your reward points can be changed at any time. If offers have an end date they will not be extended and no debate about it will be entered into. There are no cash alternatives and historical purchases do not apply.
