Cookie Policy

Privacy & Cookie Statement

Introduction

At Osprey Europe Limited we respect the privacy of our customers, visitors to our website, entrants in our competitions and users of our apps.

Data Controller Details

In this statement; references to Osprey Europe are to Osprey Europe Limited of Talon House, Aston Way, Poole, Dorset BH12 4FE and references to Osprey are to Osprey Europe Limited and Osprey Packs, inc, of 115 Progress Circle, Cortez, Colorado 81321 USA.

If you have additional questions or require more information about our Privacy & Cookie Statement, do not hesitate to contact Volker Schleiff via vschleiff@helenoftroy.com

Osprey Europe Limited is a data controller, meaning that it determines the processes to be used when using your personal data (“we”, “us” or “our” in this privacy notice). References to “you” or “your” are to users of our site, our apps and our other services and entrants of our competitions, as applicable.

This statement explains, in line with GDPR, our privacy and data protection practices in connection with:

· Our websites and social media pages

· Our apps

· Emails and text messages which we send to our customers and recipients of our newsletters

· Entrants in our competitions

· What information we collect, how we use that information, how long we keep it for and what controls you have

We need to collect and use personal information to fulfil the expectations and requirements of our users and customers, e.g. by communicating with you and providing an interactive service.

Clear User’s Consent:

By using the relevant website, by submitting personal data to Osprey or by clicking “I Agree”, depending on the website, service, or application you are using, you express your consent and agreement to the processing of your personal data in the manner provided in this Policy. If you do not agree with this Policy, please do not use the website, or provide Osprey with your personal data, or do not grant your consent otherwise.

What information do we collect?

We collect the following kinds of information about our website and app users:-

Non-personal information such as IP addresses (the location of the computer on the internet), pages accessed and files downloaded. This tells us information like how many people use our site, how many people visit on a regular basis, which pages are most popular and which pages are least popular. This information doesn’t tell us anything about who you are or where you live, it simply allows us to monitor and improve our service
Personal information such as name, postal address, telephone number, email address, date of birth (where appropriate), card or bank details, information about your interests and hobbies etc. We collect this information only in connection with specific activities, such as newsletter requests, product purchases, feedback, competition entries etc. The information is either needed to fulfil your request or to enable us to provide you with a more personalised service. You don’t have to disclose any of this information to browse our site or use our apps. However, if you choose to withhold requested information, we may not be able to provide you with certain services
User-Generated Content We may also collect other information that you submit or disclose in connection with our services, such as product interests, reviews, feedback, testimonials, ideas, postings, submissions, photographs, diagrams, drawings, plans, notes, suggestions, inventions, creative materials, videos, designs, and other information. Where applicable we will ask permission before using your content on our website or social media platforms
Device information such as information about the device (for example, iPhone or iPad) or any computer you may use to download or stream a copy of our apps onto, including, where available: the device’s or computer’s unique device identifiers, operating system, browser type and, if applicable, mobile network information as well as the device’s telephone number, for system administration and to report aggregate information to our advertisers
Location information when you use one of our location-enabled services, we may collect and process information about your actual location. Some of these services may require your personal data for the feature to work. If you wish to use the particular feature, you will be asked to consent to your data being used for this purpose. You can withdraw your consent at any time by changing the App settings on your device
Unique application numbers when you install or uninstall an app containing a unique application number or when such an app searches for automatic updates, that number and information about your installation, for example, the type of operating system, may be sent to us

In addition, our apps will collect and track information regarding the app experience – such as your phone model, the duration and frequency of your usage sessions, information regarding application crashes, the particular screens you choose to view, etc.

Osprey Europe also uses cookies. See below for further information.

How is your information used?

We use the information you provide to:

Process sales transactions
Fulfil website visitor requests, e.g. competition entries, provision of newsletters and general customer service communication
Record any contact we have with you
Communicate with our customers and newsletter subscribers
Provide a personalised service to you when you visit our website e.g. by customising the content and/or layout of our pages for each individual user
Prevent or detect fraud or abuses of our website and enable third parties to carry out technical, logistical or other functions on our behalf
Provide you with information which we think may be of interest to you (see below)
Profile the use of our website and carry out research on our users’ demographics, interests and behaviour to help us gain a better understanding of how our users navigate and use our website (here information is used in aggregate and therefore anonymously)
Improve our service to our users
Identify contributors

We use personal information to communicate with our customers/subscribers about:

Our activities and promotions and about updates to our website, apps and new products

From time to time we also share customer information with other like-minded organisations. (We won’t share your information with these organisations if you have indicated that you don’t want us to).

By entering an Osprey Europe competition or prize draw you will generally be agreeing to receive newsletters, mailings, emails or text messages from Osprey Europe. If you later decide that you no longer wish to be contacted by us, you can let us know by emailing: care@cs-eu.osprey.com or by telephoning +44 (0)1202 946444.

If we contact you by email or text, each time you receive a message you will also have the option to decline to receive further information from us in that manner.

Use of cookies

Cookies are small text files that are placed on your computer or device by websites and apps that you visit. Almost all websites and apps use cookies to make them work as intended, or to make them work more efficiently.

Which cookies does Osprey Europe use?

Our site and apps use:

Session cookies – These are temporary and only stored in your computer/device’s memory for the time that you’re browsing our site/using our app. They’re deleted as soon as you end your session
Permanent or stored cookies – These remain on your computer/device even after you’ve finished your session
Strictly necessary cookies – These are required for the operation of our site or app, e.g. cookies to enable you to log into our website
Analytical/performance cookies – These allow us to recognise and count the number of visitors to our site or users of our app, and see how our visitors move around our site, so we can improve the way our site or app works, e.g. by ensuring that users can find what they’re looking for easily
Functionality cookies – These are used to recognise you when you return to our site or app, so we can personalise our content for you, greet you by name and remember your preferences, e.g. your choice of text size or colour choice
Targeting cookies – These record your visit to our site or apps, the pages you’ve visited and the links you’ve followed. We’ll use this information to make our site or apps more relevant to your interests.

The table below explains the cookies we use and why.

Cookie Name	Description	Expiry
FRONTEND	Your session ID on the server.	Flash
CUSTOMER	An encrypted version of your customer id with the store	Session
CUSTOMER_AUTH	An indicator if you are currently logged into the store.	Session
CUSTOMER_INFO	An encrypted version of the customer group you belong to	Session
CART	The association with your shopping cart.	Flash
WISHLIST	An encrypted list of products added to your Wishlist.	Session
WISHLIST_CNT	The number of items in your Wishlist.	Session
GOOGLE ANALYTICS _ga _gid _hjid _utma _utmb _utmc _utmz	Allows us to research usage trends and visitor trends.	Vary
CATEGORY_INFO	Stores the category info on the page, that allows to display pages more quickly.	Session
COMPARE	The items that you have in the Compare Products list.	Session
CURRENCY	Your preferred currency	Session
CUSTOMER_SEGMENT_IDS	We like to track usage on our website, so this allows us to capture whether users are new or returning customers	Session
EXTERNAL_NO_CACHE	A flag, which indicates whether caching is disabled or not.	Permanent
GUEST-VIEW	Allows guests to edit their orders.	Session
LAST_CATEGORY	Records the last category you visited.	Session
LAST_PRODUCT	Records the most recent product you have viewed.	Session
NEWMESSAGE	Indicates whether a new message has been received.	Session
NO_CACHE	In order to speed up the website to provide a better experience, the content of pages is stored within your browser’s cache. This cookie tells us whether this process is enabled.	Flash
PERSISTENT_SHOPPING_CART	A link to information about your cart and viewing history if you have asked the site.	Session
POLL	Records the ID of any polls you have recently voted in.	Session
POLLN	Records information on what polls you have voted on.	Session
RECENTLYCOMPARED	Records the items that you have recently compared.	Session
STF	Records information on products you have emailed to friends.	Session
STORE	Records the store view or language you have selected.	Session
VIEWED_PRODUCT_IDS	Records the products that you have recently viewed.	Session
folk_cookiepop	Notifies you of current cookie policy.	Permanent
modal_popup_viewed	Registers that you have viewed newsletter sign up modal.	Permanent
.ASPXFORMSAUTH	fonts.com web fonts	Flash
2c.cId	Nosto personalisation service cookie	Session
__cfduid	Using by CloudFlare, used to speed up page load times	Session
_fbp	Used by Facebook to deliver a series of advertisement products	Session
_hjIncludedInSample	Web analytics functionality and services from Hot Jar	Session
FRONTEND_CID	Records your session ID on the server.	Flash
CACHED_FRONT_FORM_KEY	Used in the caching logic on frontend	Session
ometria	Ometria customer marketing platform for retail cookie	Session
osprey-newsletter-popup	Defines whether to show sign up popup	Session
store_flag	A part of GeoIp logic for country auto definition	Session
wordpress_test_cookie	Tests whether or not the browser has cookies enabled	Session
ad-id	This cookie is generally provided by amazon-adsystem.com for advertising purposes.	Session
ad-privacy	This cookie is generally provided by amazon-adsystem.com for advertising purposes.	Session

Do you have to accept cookies?

Most web browsers automatically accept cookies. If you prefer, you should be able to change your browser to notify you when you receive a cookie (read the information that came with your browser software), giving you the opportunity to decide whether to accept a cookie. If you refuse cookies, you may not be able to take full advantage of our website.

Why we use cookies

Cookies help us to improve our site and apps and to deliver a better and more personalised service. They enable us to:

Estimate our audience size and usage pattern
Store information about your preferences, and so allow us to customise our site or app according to your individual interests
Speed up your searches
Recognise you when you return to our site or app so as to avoid lengthy registration on each visit
Identify who you are and to access your account information
Ensure that you are not asked to register twice
Control how often visitors see similar ads
Track the progress and number of entries in our promotions and competitions

Any information gathered by the use of cookies on our site is compiled on an aggregate, anonymous basis.

Further information about cookies, including how to see what cookies have been set and how to manage and delete them, can be found at the Interactive Advertising Bureau’s website www.allaboutcookies.org

Third party services

Osprey Europe uses a variety of services hosted by third parties to help us provide and manage our services. When you use our website or apps these third parties may collect information sent by your browser as part of a web page or app request, such as cookies or your IP address
Third parties (including, for example, providers of external services like web traffic analysis services) may also use cookies, over which we have no control. These cookies are likely to be analytical/performance cookies or targeting cookies
If you access or use one of our apps via a website operated by a third party, they may also collect information about you. You should read their terms of use and privacy statement to understand how they’ll use your information before installing and using any of our apps. We recommend that you check the privacy statement of each site you visit and contact the website owner or operator if you have any concerns or questions

www.osprey.com uses third party services including the following. Links to the individual privacy policies have been included:

Google: https://policies.google.com/privacy

To opt out of being tracked by Google Analytics across all websites visit http://tools.google.com/dlpage/gaoptout

Tealeaf: https://help.goacoustic.com/hc/en-us/articles/360044245813-Data-privacy-and-Tealeaf-CX

We use Tealeaf in order to better understand our users’ needs and to optimise the website service and user-experience. Tealeaf is a technology service that helps us better understand our users experience (e.g. how much time they spend on which pages, which links they choose to click, what users do and where users may struggle to use the website, etc.). This enables us to build and maintain our service with user feedback. Tealeaf uses cookies and other technologies to collect data on our users’ behaviour and their devices (in particular device’s IP address (captured and stored only in an anonymised form), device screen size, device type (unique device identifiers), browser information, geographic location (country only), preferred language used to display our website). Tealeaf stores this information in a pseudonymised user profile. Neither Tealeaf nor we will ever use this information to identify individual users or to match it with further data on an individual user.

Klaviyo: https://www.klaviyo.com/legal/privacy

We use Klaviyo to contact our customers via email. You can sign up to our newsletter via a form on osprey.com or initially when you sign up to receive a welcome code discount. We use a double opt in process to confirm acceptance for email subscription. Klaviyo associates a user’s email address with their Magento account or order information to assign a customer to different segments in Klaviyo’s CRM tool. This enables us to target customers with different emails, promotions and items based on their purchase history. Klaviyo pulls sales information straight from Magento, including data related to: Products, Orders, Revenue and Customers, e.g.: a customer’s lifetime value. This can include revenue spent per customer, where the customer is identified by their email address.

Parcellab: https://parcellab.com/privacy-policy

Parcellab provides information to our customers regarding their order once it has been placed. This includes tracking information as well as information about how to return a product and the process for doing so. To enable Pacellab to provide these services, various information such as your order information, location, name, and address must be provided to Parcellab. Information regarding returns will be taken from Parcellab for business reporting purposes, but this information will be anonymised and we will never report on an individuals return.

Locally: https://www.locally.com/privacy

We use Locally to allow users to search for authorised dealers of ou product close to their location. Locally will geolocate a user based on their IP address and show recommendations for local stores that may stock Osprey products. Neither Locally nor we will ever use this information to identify individual users or to match it with further data on an individual user.

Meta: https://www.facebook.com/privacy/policy

The Meta Pixel stores anonymous data which allows us to serve adverts on Meta’s social platforms that are relevant to the products and pages you have visited on osprey.com. Information collected only includes: pages viewed. Osprey Europe does not have access to any personal details during this process. Meta anonymously handles the connection of “Page View” data to Facebook profiles allowing for the distribution of personalised adverts.

Awin: https://ui.awin.com/legal-docs/privacy-policy

Awin is a service which allows us to reward partner websites who link to osprey.com. The information that is collected includes: referral source, session duration and anonymous purchase data. No personal data is collected in this process and the data is only used to confirm referral and purchase with a partner.

Adobe Business Intelligence: https://www.adobe.com/uk/privacy/policy.html

We use Adobe Business Intelligence as an analytics tool to understand our business’ performance. Adobe B.I. pulls sales information straight from Magento, including data related to: Products, Orders, Revenue and Customers, e.g.: a customer’s lifetime value. This can include revenue spent per customer, where the customer is identified by their email address. This information is essential for the processing of orders; Adobe B.I. simply allows us to aggregate the data and display it in reports and dashboards.

Adobe Recommendations: https://www.adobe.com/uk/privacy/policy.html

We use Adobe Recommendations to showcase personalised content on our site based on your browsing history on osprey.com, recent purchases from osprey.com or AI or manually generated product. All data is anonymised and we do not use this information for any other purpose than to show you products or services that may be of interest to you based on your site activity.

Klarna: http://cdn.klarna.com/1.0/shared/content/legal/terms/Klarna/en_gb/privacy

In order to be able to offer you Klarna’s payment options, we will pass to Klarna certain aspects of your personal information, such as contact and order details, in order for Klarna to assess whether you qualify for their payment options and to tailor the payment options for you. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna’s privacy policy.

Yotpo: https://www.yotpo.com/privacy-policy/

Yotpo is our ratings, review and loyalty tool. Once you purchase from our site we will contact you via email requesting a review of the product you have purchased. Yotpo collects order data from Magento and will identify your email address to contact you. We do not use Yotpo ratings and reviews for any other purpose and your data is only collected to request a review. Yotpo Loyalty is a opt in scheme where a customer can earn points for completing certain actions or purchasing from us. If you choose to sign up Yotpo will collect data on your purchases and email address as well as any other information such as social media accounts that you choose to provide.

Kustomer: https://www.kustomer.com/privacy

We use Kustomer in order to communicate with our users in real-time and as a ticketing system when outside of office hours. Prior to starting Kustomer with us, users must tick and accept that they understand and acknowledge that personal data shall be processed and transmitted in accordance with the General Data Protection Regulation (GDPR). Information stored within Kustomer during and after use includes: geographic location based on device’s IP address, device, operating system, browser and the Kustomer conversation itself. If returning visitors login with the same email address Chats can be linked for historical purposes, improving user-experience by allowing Web Customer Assistants the opportunity to understand the specific users’ previous requests.

When might we provide personal information to others?

When we use other companies to provide services on our behalf, e.g. processing, mailing or delivering orders, answering customers’ questions about products or services, sending mail and emails, analysing data or processing credit card payments
If you have agreed that we may do so (including if we have told you that we would like to share your information with other like-minded organisations and you have not indicated that you don’t want us to do this)
If we receive a complaint about any content you have posted or transmitted to or from our site, if required to do so by law, to enforce or apply our Terms & Conditions or if we believe that we need to do so to protect and defend the rights, property or personal safety of Osprey, our website or our visitors and for other lawful purposes
If we merge with another organisation to form a new entity, information may be transferred to the new entity
We may disclose aggregate statistics about our site visitors, customers and sales to describe our services and operations to prospective partners, advertisers and other reputable third parties and for other lawful purposes, but these statistics won’t include any personally identifying information

Where is the information stored?

Information which you submit via our websites, apps, competitions or prize draws is sent to a computer located in the United Kingdom. This is necessary in order to process the information and to send you the information/products you have requested. Information submitted by you may be transferred by us to our other offices and to other reputable third-party organisations as referred to in this statement and these may be situated outside the European Economic Area.

Security

We have security measures in place to attempt to protect against the loss, misuse and alteration of personal data under our control. Whilst we can’t ensure or guarantee that loss, misuse or alteration of data won’t occur, we’ll do our best to try to prevent this.

Unfortunately, the transmission of data across the internet isn’t completely secure and whilst we do our best to try to protect the security of your information we can’t ensure or guarantee that loss, misuse or alteration of data won’t occur whilst you or we are transferring this data.

Where you or we have provided a password enabling you to access parts of our websites, use our apps or use our services, it’s your responsibility to keep this password confidential. Please don’t share your password with anyone.

The addition of password requirements has been added to the website as a form of risk mitigation.

Links

Our website may contain links to other sites and our website can also be accessed from links on third party sites. We can’t be responsible for the privacy policies and practices of other websites even if you access those sites using links from our website or if you linked to our website from those sites. We recommend that you check the privacy statement of each site you visit and contact the website owner or operator if you have any concerns or questions.

Using our social media pages

(i.e. Osprey pages on websites like Facebook, Instagram, Twitter, YouTube or Pinterest)

Whilst this statement covers our privacy practices and how we will use any data collected from our website and social media pages, it doesn’t cover how providers of social media websites will use your information. You should read the social media site’s privacy policies before adding any content to our social media pages. Make use of the social media site privacy settings and reporting mechanisms to control the way that your information is handled.

Posting content on our website and social media pages

Remember that the internet provides instant worldwide access. Any information that you provide will be just that – worldwide instantly!

We do not moderate our website. So, if you post comments about other people it’s not only your privacy that is at stake. Protect your friends’ privacy and reputations. Be careful about uploading any content that may show you or your friends in compromising situations and be aware that other users may abuse the content you have provided.

Please don’t provide information about yourself or other people unless you’re sure you and they are happy to have it made public. In particular, don’t provide any information about others without their consent where that information might identify them, such as:

Names
Tagged photos
Location

Under no circumstances make public other peoples’ home address, email addresses or contact numbers.

Using our ‘Tell a friend’ services

Before using our “Tell a Friend” services to email your friends about our activities or products, please make sure that you have your friend’s consent to receive our email. Before sending an email to your friend in this way we need you to provide your name and email address (please do not provide us with fictitious or hoax email address or names) so that we can let your friend know who has arranged for the email to be sent.

If you choose to forward an email that we have sent you, then you do so at your own discretion but as with the above please be sure that the person that you forward the email onto will be happy to receive it.

How long we keep your data for

In line with data protection principles, we only keep your data for as long as we need it. Such analytical tools as Google Analytics that store anonymised data will be kept indefinitely so that we can use historical data to make informed decisions about website developments based on our users’ interactions.

Minors

Children Under the Age of 13

We do not knowingly collect or solicit personal information from anyone under the age of 13. If you are under 13, please do not send us any information about yourself including your name, address, telephone number, or e-mail address. In the event we learn that we have collected personal information from a child under 13 without parental consent, we will delete this information as quickly as possible. If you believe that we may have received information from or about a child under the age of 13 please contact us at care@cs-eu.osprey.com

Minors Over the Age of 13

We recommend that minors over the age of 13 ask a parent or guardian for permission before sending any information about themselves to anyone, including us, over the Internet.

Your rights

General Data Protection Regulation (GDPR) applies to our use of your data, and the way in which we collect and disclose it. To find out more about your rights under this Act, visit the Information Commissioner’s website: https://www.ico.org.uk/

If you would like to review or revise information you have previously provided to us online or via an app, you can do so by emailing care@cs-eu.osprey.com

You may request details of personal information which we hold about you under General Data Protection Regulation (GDPR). A small fee will be payable. If you would like a copy of the information held on you or if you have any questions relating to this statement or how we use the personal information we have about you, please write to the Web Manager, Osprey Europe Ltd., Talon House, Aston Way, Poole, Dorset, BH12 4FE, UK.

The law on data protection gives you certain rights in relation to the data we hold on you. These are:

The right to be informed This means that we must tell you how we use your data, and this is the purpose of this privacy notice
The right of access You have the right to access the data that we hold on you. To do so, you should make a subject access request
The right for any inaccuracies to be corrected If any data that we hold about you is incomplete or inaccurate, you are able to require us to correct it
The right to have information deleted If you would like us to stop processing your data, you have the right to ask us to delete it from our systems where you believe there is no reason for us to continue processing it
The right to restrict the processing of the data For example, if you believe the data we hold is incorrect, we will stop processing the data (whilst still holding it) until we have ensured that the data is correct
The right to portability You may transfer the data that we hold on you for your own purposes
The right to object to the inclusion of any information You have the right to object to the way we use your data where we are using it for our legitimate interests
The right to regulate any automated decision-making and profiling of personal data You have a right not to be subject to automated decision making in way that adversely affects your legal rights

Where you have provided consent to our use of your data, you also have the unrestricted right to withdraw that consent at any time. Withdrawing your consent means that we will stop processing the data that you had previously given us consent to use. There will be no consequences for withdrawing your consent. However, in some cases, we may continue to use the data where so permitted by having a legitimate reason for doing so.

Changes

We may make changes to this statement from time to time. If we change our privacy statement we will post the changes on this page.

Your acceptance of this statement

By using our sites, apps or social media pages, or by entering a competition or prize draw or registering to receive our newsletters, you consent to our collection and use of information in accordance with this statement. If you don’t agree to this statement, please don’t use our site, social media pages or apps or enter our competitions or register for our newsletters.

This Privacy & Cookie Statement was last updated: 1st September 2023