Returns, Refunds and Exchanges

UKGE is fully GDPR compliant. When you use our services, you trust us with your data. It is our responsibility to be clear about what we collect and how we use it to make UKGE work better for you. Your privacy and personal data is important to us. When contacting us via our online contact form…

Your name, email, telephone and any message you send us via this page will be processed securely. The information given to us is not stored anywhere, once we have replied to your email, the email is deleted from our computer systems. At no point do we ever pass your personal data to any third party, nor do we print this information. Your email address entered on this page is never used in any marketing or mailing list.

Our managers and directors see copies of enquiries on their mobiles so they can respond to urgent questions out of hours, emails are stored in IMAP, in the cloud so when responded and answered fully, will be deleted from all devices.

When submitting student information…

Your name, email, address, telephone and student number and any message you send us via this page will be processed securely. The information given to us is stored on our UKGE web server. We receive a copy by email so our staff can check your details. This email is deleted when processed. We use this information to check your student information, to activate your student account with us and check details. We will contact you only to verify your account application status or for any queries relating to your account. The web server is backed up using Dropbox and is encrypted daily.

At no point do we ever pass your personal data to any third party, nor do we print this information. Your email address entered on this page is never used in any marketing or mailing list without your explicit consent.

When submitting trade or wholesale applications…

Your name, email, address, telephone and company details and any message you send us via this page will be processed securely. The information given to us is stored on our UKGE web server. We receive a copy by email so our staff can check your details. This email is deleted when processed. We use this information to check your student information, to activate your student account with us and check details. We will contact you only to verify your account application status or for any queries relating to your account. The web server is backed up using Dropbox and is encrypted daily.

At no point do we ever pass your personal data to any third party, nor do we print this information. Your email address entered on this page is never used in any marketing or mailing list.

When ordering from us…

When ordering from us, at the checkout page you will be asked for your name, email, telephone and address. These details are essential so we can process your order, dispatch your order and contact you if any problems arise with your order or delivery.

Our payment system is managed by PayPal who will process your order securely either by credit card or PayPal. We do not see, nor store your card details and do not process this data. The data is processed directly on PayPal’s high security servers. Your name, email, home address, and telephone number is sent to us by email for the purpose of processing your order. We then print a copy, and process this data on our internal SQL database securely. The original paper copy will be shredded by Citrus Security Shredding after 7 months, but held before this, securely in our filing cabinet until then in case of delivery queries. Your email address entered on this page is never passed to any third party for marketing. We DO NOT do any form of mailing list or marketing, and your email is only used for contacting you about your order.

For any physical goods purchased, your name, address, email and contact will be passed to Royal Mail, DPD, FedEx, or other courier for the purpose of delivery or getting in touch regarding delivery related problems or tracking.

For orders, your name is displayed for 15 minutes on our office screen, so our team can be aware of priority orders and prepare for the order before they even print out. We can also see any failed or attempted orders, and may then contact customers to see if they need any help putting their order through.

When using online chat…

Our online chat is provided by Jivo. Any details you enter are passed securely to us in an encrypted connection. A copy of your chat is stored on our email in case we need to refer back to it, or get in touch, but is deleted after 5 months.

Other data usage…

Server log files will record your IP address, date, time and pages used when browsing the site. This is an essential part of our website security, the data is only stored on our web server and only used if we need to investigate suspicious website activity.

We use Google Analytics for statistical purposes, this includes storing your IP Address and tracking info on Google’s servers.

Cookies are used to store your basket information and for tracking purposes.