+44 7388 996 705  |   hannah@onceuponaheroes.co.uk


Once upon a heroes
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Privacy & Cookie Policy


Effective: October 2020_V2

Please take a moment to read Once upon a heroes privacy policy for our website, which explains what we do with your personal information.  Personal information is the information that can be used to identify you, for example, your name and address or your email address.


Who are we?

We are a distributor of ©My World and I products and are registered as a sole trader in the UK.


Changes to privacy policy

The privacy policy is regularly reviewed to ensure it is up to date and accurately describes our privacy practices and services.  Any update to this privacy policy will be advised via our news page and newsletter and can by identified by the effective date and version number at the top of this page.


Placing & receiving an order

When you purchase one of our products from us, whether via our website, over the phone or in person, we will need collect and process certain details.  This information includes; your name, email address, billing and delivery details and a phone number.  This information will be used to process your order and send you an order confirmation receipt and notification of despatch.

As our products are designed to be personalised for a third party (namely a child or friend) and / or to deliver it to that third party we will need to collect and process certain information to complete the order.  Information includes their name and address (and photograph for personalised dvd cartoon gifts).

When your order has been shipped an email will be sent to you to advise it is on its way.

If you are unable for any reason to provide us with the personal information we need to process and deliver your order, then we will not be able to complete your order and you should contact us for a full refund.

Credit card details will not be held.


Visiting our website

Some information is collected and stored automatically as you browse our site, for example the IP address of the device you are visiting with.  This is for the purpose of security and gaining information on the way you use the website for the purpose of market research, etc.

Full details of the information collected automatically is outlined in our Cookie Policy below.


How we use this information

The information you provide to us is used so we can offer you, the customer, the best possible experience.

Once upon a heroes is committed to being transparent when it comes to data and your privacy.  The data you provide is used for the following reasons:

1.  Processing your order – providing your address details to suppliers and couriers in order for them to despatch your purchase.

2.  Provide you with order details and account information – this section of the website allows you to manage your contact details, view a history of conversations and messages with our customer services team and view your order history.

3.  Offer a better service – for example using anonymised order data to offer better products for sale.

4.  Marketing – Unless you give us consent, we will not and do not use ithe nformation you provide as part of placing an order for marketing purposes.  You can opt-in or opt-out to receive marketing communications as outlined below.

5.  Research – we use anonymised order data for market research purposes.  For example, to report on how many orders we had from a region in any given period.

6.  Analysis – we use anonymised data about how you use the website in order to montior traffic and website performance.  We use tools like Google Analytics to do this.


Who we share this information with

In order to fulfil our contractual obligations to you as a customer who has placed an order with us, it may be necessary for us to share information with other third party data processors.  An example of those third parties can be found below.

As a customer, you can request to see a comprehensive list of data that we share with other data processors.

• Despatch/order fulfilment
• Couriers

• Payment providers

• Marketing software providers such as MailChimp for sending our Newsletters


Withdrawing consent

Marketing communications are only sent to users who explicitiy opt-in and give Once upon a heroes consent, at the time of creating an account, to contact them for marketing purposes (e.g. special offers, discounts, promotions, etc.).

If you are subscribed to our marketing emails and no longer wish to receive them, you can unsubscribe from marketing communications easily by clicking the unsubscribe link located at the bottom of every marketing email.  Alternatively, please contact us via our contact form on the website.


Lawful basis for processing personal data

Once upon a heroes have a lawful basis for processing the personal data you provide at the time of placing an order so that we may fulfil our contractual obligations to you.  For example, without using the delivery details you provided to us at time of purchase we wont be able to deliver your purchase to you.

By placing an order and disclosing this information with us at the time of purchase, you sonsent to the collection, storage and processing of that information in the manner as set out in the policy.

This lawful basis for processing personal data is in compliance with the new GDPR as stated in article 6(1)(b),where ‘processing is necessary for the performance of a contract to which the data subject is party or in order to take steps at the request of the data subject prior to entering into contract’.


Retention time

Your data is kept only for the time necessary to provide the service or product you requested, or to fulfil the purpose outlined in this policy.

To determine the appropriate retention time for personal data, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unathorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means and the applicable legal requirements.  For example, details of your orders will be kept for as long as we need to retain that data to comply with our legal and regulatory requirements.  This is generally 7 years unless the law prescribes a longer period.

In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes.  in this case we may use the information indefinitely without further notice to you.


Right of access: data access requests

In compliance with GDPR, individuals have the right to access their personal data.  Individuals have the right to obtain

• Confirmation their data is being processed;
• Access to their personal data; and

• Other supplementary information


What does this mean?

The purpose of right access under GDPR is to clarify the reasons to allow individuals to access their data.  Individuals should be aware of and can verify the lawfulness of the processing (details of which can be found above).

You can, at any time, request to see a copy of the data we hold in relation to you.

Once upon a heroes have the right to charge a reasonable fee when a request is manifesty unfounded or excessive, particularly if the request is repetitive.  once upon a heroes may also charge a reasonable fee to comply with requests for further copies of the same information.  The fee will be based on the administrative costs of providing the information.

Once upon a heroes are required to provide this information without delay and within one month of the receipt of the request.  This period can be extended by a further two months where requests are numerous or complex.  If this is the case the Once upon a heroes must inform the individual within one month of the receipt of the request and explain why the extension is necessary.


What if the request is manifestly unfounded or excessive

Where requests are manifestly unfounded or excessive, in particular because they are repetitive, Once upon a heroes can:

• Charge a reasonable fee taking into account the administrative costs of providing the information; or
• Refuse to respond

Where Once upon a heroes refuses to respond to a request, we must first explain to the individual why we have made this decision and inform them of their right to complain to the supervisory authority and to a judicial remedy without undue delay and at the latest within one month.


Data security

We have put in place appropriate security measures to prevent your personal data from being accidently lost, used or accessed in an unauthorised way, altered or disclosed.  

To ensure your shopping online with Once upon a heroes is safe and secure we operrate the site through an SSL (secure sockets layer which protects the transmissions over the world wide web, from eavesdropping by hackers, through encrypting the data while it gets transmitted over the internet.  All modern browsers support SSL (recognised by the https:// at the beginning of the website address) and this protocol is used to obtain confidential user information, such as your address and credit card details.

In addition, we limit the access to your personal data to those employees, agents, contractors and other third parties who have a business need to know.  They will only process your personal data on our instructions and they are subject to a duty of confidentiality.  We have put in place procedures to deal with any suspected personal data breach and will notify you and any other applicable regulator of a breach where we are legally required to do so. 



Our website uses cookies to distinguish you from other users of our website.  This helps us to provide you with a good experience when you browse our website and allows us to improve our website for our visitors.  By continuing to browse the website you are agreeing to our use of cookies.

Without cookies enabled you will only be able to browse our website.  You must enable cookies to be able to complete a purchase.  No personal information, such as name, address or credit card is stored on Once upon a heroes, through the use of cookies.


What are cookies?

Cookies are used on millions of websites on a daily basis.  They can’t harm your computer.  They are small text files which are automatically stored on your computer when you visit certain sites, including Once upon a heroes.

At Once upon a heroes we use cookies to keep track of what you have added to your basket and to remember this when you return to the site if you have not completed your purchase.

The majority of web browsers have cookies enabled, but you can turn them off should you wish to.


The types of cookies we use:


Application cookies

These cookies make certain sections of the site function – usually when a piece of information needs to persist between page requests.  For example, storing some of your login details or as an identifier for your basket.

Analytics cookies

Are cookies which allow us to track customer behaviour through the site, which is really useful when we need to make decisions about how to improve the website.  All information obtained from these tracking cookies is anonymised before we store it.

3rd party cookies

Like most websites, when visiting Once upon a heroes you may notice some of the cookies used on the site are not related to Onceuponaheroes.co.uk.  An example is if viewing a webpage with a video on it, then it may be this video is embedded from Youtube.  This may result in you being sent a cookie from Youtube.


Onceuponaheroes.co.uk also uses 3rd party vendor re-marketing (advertising) tracking cookies, including the Google Adwords tracking cookie.  This means we will continue to show ads to you across the internet, specifically on the Google Content Network (GCN).  As always we respect your privacy and all data is collected anonomously.

The 3rd party vendors, including Google, whose services we use will place cookies on web browsers in order to serve ads based on past visits to our website.  These 3rd party vendors, including Google, use cookies to serve ads based on a user’s prior visit to our website.  This allows us to make special offers and continue to market our products to those hwo have shown an interest in them. 

You can control the ads that are delivered to you based on your Google Account, across devices, by editing your settings on Google’s dashboard.