Help - Privacy & Security


Privacy Policy

Frank and Faith is committed to protecting your privacy. This Privacy Policy forms part of the General Terms of Use, which governs your use of the Site. This means that you agree to our use of any personal information that we may collect from you on the terms set out in this Privacy Policy.

From time to time, we may add or change functions, features or products to the Site. This, and our commitment to protecting the privacy of your personal information, may result in periodic changes to the Privacy Policy.

Please to refer to the Privacy Policy within the Terms and conditions regularly to review any amendments.

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Verified by Visa

Frank and Faith is participating in Verified by Visa and MasterCard SecureCode for added online payment security. These services are offered by Visa and MasterCard, in association with the bank that has issued your credit or debit card. It is aimed at protecting your details when shopping online by ensuring your card is not being used by someone else and is becoming a standard across all shopping websites.

If the credit or debit card you're using to pay for your order qualifies for one of these services (not all cards do), you will be taken to a page hosted by your card issuer. This is a completely secure process. The information you provide is completely private, will only be visible to you and your card issuer, and would never be shared with other parties.

If you haven't registered before and your card qualifies, you will need to follow the on-screen instructions to register securely and create a password for your card. This is not the same as the PIN number you use for your regular shopping. It's an online shopping code that you'll be able to use to identify yourself and your card when shopping online on www.frankandfaith.com or any other participating websites. It's the online equivalent of chip and pin which is used on the High Street. Once registered, you will be taken back to Frank and Faith to confirm your order. If you're unsure about this new service, you may be able to complete your order without registering but we recommend that you contact your card issuer to find out more about the service, as they will eventually require you to register to continue shopping online.

If you have already registered, you will be required to use your password on future online transactions.

If you would like to learn more about these services or have any difficulty with the process, please contact your card issuer who should be able to assist you, as Frank and Faith are unfortunately not able to help. Alternatively, you can always place your order by calling our Customer Service team.

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Email Subscription and Mailing Preferences

We keep you up-to-date with special offers and products we think you'll like through emails and occasional postal mailings. If you want to change your email or mail preferences, just click the 'Communications Preferences' in 'My Account'.

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Security

We take the security of your personal information very seriously. We want you to know that you are shopping in a safe and secure environment and that you are in control over what happens to your information.

  • Secure data transfer – We use a GeoTrust secure certificate to encrypt all of your personal data when it is sent to and from the internet. This means that information you to send to us can only be seen by us and vice versa.
  • Using your data – we use your data solely for the purposes of your customer relationship with us. We do NOT rent our list of customers to third parties. We will only communicate with you in ways which you have control over. You can change your communication settings at any time in your account. You can opt for email and mail, mail only, email only or no marketing communications at all. We will only use your phone number to contact you if we have an urgent enquiry regarding a specific order.
  • Your credit and debit card details – These are not stored on our system and our staff can only see the first four and last digits of your card. Your details are held by our bank and they are fully compliant with the PCI Credit Card Security standard. If you phone or post through your credit card details, we will not hold those on file and any record will be securely shredded after the transaction is complete.
  • 3D Secure – This is a new standard for credit security and we are already fully compliant. This standard allows you to set a password or pin number that you will always be asked for when you use your card. That way even if your card goes missing, no one will be able to successfully use it on fraudulent transactions.

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Cookies

Cookies are small pieces of information in the form of text files that are sent to your browser from our web server and are stored on your computer.
Cookies are essential to using the Frank & Faith website, as they gather information on the type of platform you’re using to view our website e.g. Windows, Android, PS4 etc. We use this information to optimise our website for your particular platform, so that you have the best experience no matter which platform you use. Below are some examples of how we use cookies to do this:

 

  • To gather information which allows us to identify your platform and record sales so we may improve customer experience and identify issues on the site.
  • To ensure you are provided with correct and useful information during your visit to our site.
  • To allow you to add items to the basket and proceed through our checkout.
  • To collect data which allows us to improve our services based on purchases and site usage.

There are three different categories these cookies are split into:

  • To ensure you are provided with correct and useful information during your visit to our site.
  • Essential to Site function cookies – these cookies allow you to browse the site, search for products and add items to the basket.
  • Helpful, non intrusive cookies – these help improve your experience on the site, for example by recognising your location therefore displaying appropriate delivery options in a banner, and reminding you of your recently viewed items.
  • Third Party Cookies – to help us record customer experience and to allow us to test new services, to help us improve the customer journey on the website.

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Third Party Cookies

Google Analytics

Google use session and persistent cookies across their advertising products, and cookies are used by Google partners across their third party advertising network.
Google uses cookies to serve you relevant advertisements based on your recent searches. Anyone can opt out of this and Google also offers a number of options to permanently save your opt-out settings in your browser. Clarks use Google cookies to track on-site conversions.


Google Adwords, MSN/Bing & Yahoo

Google Adwords, MSN/Bing, and Yahoo use cookies to track our own paid advertising activity. We use the information collected by these cookies to help us determine where our ads will be most effective online. Each individual advertiser uses its own tracking cookies and the data taken is not confidential data or interchangeable.

How do I disable cookies?

(Please be aware the ecommerce functionality of the site requires cookies to be turned on)

If you want to disable cookies you need to change your website browser settings to reject cookies.  How to do this will depend on the browser you use and we provide further detail below on how to disable cookies for the most popular browsers:-
For Microsoft Internet Explorer:
1. Choose the menu “tools” then “Internet Options”
2 Click on the “privacy” tab
3 Select the setting the appropriate setting
For Mozilla firefox:
1. Choose the menu “tools” then “Options”
2 Click on the icon “privacy”
3 Find the menu “cookie” and select the relevant options
For Opera 6.0 and further:
1. Choose the menu Files”> “Preferences”
2 Privacy

 

Other websites

Our website may contain links to other websites that are outside our control and are not covered by this Privacy Policy. If you access other sites using the links provided, the operators of these sites may collect information from you that will be used by them in accordance with their privacy policy, which may differ from ours

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Amendments

Please note that this privacy policy is subject to change from time to time. It was last updated 16/01/2018