ZSL Online Shop Privacy Policy

Last updated 05/02/2024

Introduction

We’re ZSL, an international conservation charity, and our vision is a world where wildlife thrives. We’re working every day to achieve this, through our science, our field conservation around the world and engaging millions of people through our two zoos, ZSL London Zoo and ZSL Whipsnade Zoo. Our registered charity number is 208728.

1. What this privacy policy covers

ZSL is committed to protecting your privacy in accordance with our obligations under data protection legislation. Current data protection law is found in the General Data Protection Regulation (as supplemented by the Data Protection Act 2018) and related law such as The Privacy and Electronic Communications (EC Directive) Regulations 2003.

This privacy policy explains what information ZSL collects about you and how it will be used.

ZSL promises to respect any personal data you share with us, or that we get from other organisations and keep it safe. We aim to be clear when we collect your data and not do anything you wouldn’t reasonably expect.

If you have any queries regarding this privacy policy please contact the Data Protection Lead, Zoological Society of London, Regents Park, London or email dataprotection@zsl.org

2. Where and how we collect your information

We collect information in the following ways.

Information you give us

For example, when you make a purchase with us for online shop products, Zoo tickets, animal experiences, give a donation or register for an event we will ask you for your personal information in order to for us to process your purchase (including order delivery), or donation or help arrange your event. This information includes contact information and payment information.

Surveys

You may also choose to give us information via surveys, including demographic data such as age, ethnicity and gender. All survey data is anonymised.

Information collected automatically through our website

In this privacy policy, we are specifically talking about the https://shop.zsl.org ZSL online shop website. The privacy policy which covers other ZSL websites can be found here: https://www.zsl.org/about-zsl/policies/zsl-privacy-policy

Cookies

We use ‘cookies’ to enhance your experience on our website. Cookies mean that the ZSL website will remember you for a particular purpose and for a particular length of time. To see our cookies policy, please click here.

When you’re accessing our website, your device may provide us with information about the device you’re using, this could include the type of device, what operating system you’re using and may report any details of a website or app crash. Your device manufacturer or operating system provider will be able to provide you with more details about the information your device makes available to us.

Google Analytics and Google Signals

We use Google Analytics and Google Signals to help us understand how visitors are using and engaging with our website and apps. This allows us to make improvements to our web services and your online experience.

Google Signals works if you are signed in to your Google account across devices and you have ‘Ads Personalisation’ switched on in your Google settings.

The Google Analytics tracking tool uses a number of cookies to collect information and report website usage statistics and does so without personally identifying individual visitors to Google or ZSL.

The information generated by the cookie about your use of ZSL’s website and apps will be transmitted and stored by Google on servers in the United States.

For more information about Google’s privacy policy in regards to Google Analytics, please see www.google.com/analytics/learn/privacy.html

Shopify Analytics

Our online shop https://shop.zsl.org is hosted on the Shopify platform. Shopify provides its own analytics tracking tool which uses cookies to collect information and report website usage statistics and does so without personally identifying individual visitors to Google or ZSL.

In addition to reporting website usage statistics, we use Google Analytics in conjunction with additional advertising cookies. We use these cookies to select advertising based on what’s relevant to you, to measure interactions with the ads we display and to improve reporting on campaign performance.

The additional advertising cookies we use include:

• Remarketing with Google Analytics
• Google Display Network Impression Reporting
• Google Analytics Demographics and Interest Reporting
• DoubleClick Platform integrations
• Google Optimize
• DV360
• Other integrated services

ZSL will not merge personally-identifiable information with anonymous information gathered from these analytics systems unless there is prior notice and affirmative consent via opt-in from the user. When using any of these tracking tools ZSL does not identify users or facilitate the merging of personally identifiable information with non-personally identifiable information collected.

If you wish to opt-out of Google Analytics tracking please visit and install the Google Analytics Opt-out Browser Add-on here: https://tools.google.com/dlpage/gaoptout/

If you wish to opt-out of Google Signals, you will need to sign out of Google on your devices and / or turn off Ads Personalisation in your Google settings. See https://support.google.com/ads/answer/2662922?hl=en-GB for more details.

In addition to the above ZSL uses other third-party tracking tools to collect non-personal information about consumers and their online behaviour for advertising purposes. This data is used to inform ZSL about the audiences who are most likely to be interested in our products and services so that we can deliver more relevant and targeted advertising.  

ZSL also uses other third-party tracking tools to inform ZSL about how visitors use our website so we can improve the user experience across our digital platforms. For more information on our use of cookies, please read our cookie policy.

3. What information do we collect and how do we use it?

The type of personal information we will collect about you will depend on the purpose of collecting the information.

3.1 Customer order details

If you support us by purchasing goods from our online shop, we will collect the following information about you

• Name
• Email address
• Address
• Postcode
• Credit card details

In addition to the above, when you submit a form on our website we may collect and store your internet protocol (IP) address. This includes when you submit a form to partake in a prize draw, promotion, event, competition or complete a survey. We collect this information to track submissions on the form to manage and administer our services. We will only keep this information for as long as necessary to fulfil the purposes we collected it for. At the end of that retention period, your data will either be deleted completely or anonymised.

When you provide us with your personal data we will use this for the following reasons.

• Provide you with the products you have purchased
• Keep a record of your relationship and communication preferences with us
• To enable us to deliver more relevant content to you, through targeted communications
• Anonymised data such as postcodes may be aggregated and analysed to inform and improve our business planning and promotional activity.
• Survey responses may be used to inform business decisions and for diversity and inclusion monitoring. All survey data is anonymised.

3.2 Direct marketing

Email/text marketing

We will only contact you by email marketing purposes if you actively consent to this, unless we believe there is a legitimate interest to contact you. By consenting to ZSL emails or opting in to email communications, you grant us permission to use your email address to send you email marketing communication. At any stage you may choose to opt out of such communications – more information on opting out is here. Please note that, even if opted out from marketing, we may still need to send you service communications from time to time.

3.3 Third parties

ZSL will not sell your data. We will not share your data for marketing purposes unless you have actively consented to this. However, in some circumstances we will need to share your details with a third party for processing.

Shopify

The ZSL online shop is hosted on the Shopify platform and uses Shopify Payments to process your payment in conjunction with Stripe.

When you order goods from us, or you sign-up to our newsletter, your data will be accessed by trained ZSL staff but held on the Shopify platform.

More information about the Shopify privacy policy can be found here https://www.shopify.com/legal/privacy/customers

Shopify Payments

When you order goods from us by debit or credit card, your payment is processed by Shopify Payments. This payment processing platform is powered by Stripe, a payment service provider (PSP).

More information about the Stripe privacy policy can be found here
https://stripe.com/en-gb/privacy

The ZSL online shop also accepts payments via PayPal, Apple Pay and Google Pay. For privacy policy information, please consult the relevant details through your PayPal, Apple Pay or Google Pay account.

Royal Mail

The ZSL online shop uses Royal Mail to deliver our orders. When you place an order through the ZSL online shop, your details are automatically uploaded to the Royal Mail Click and Drop website. This data is held in accordance with Royal Mail's data protection policies. By ordering through the ZSL online shop, you are agreeing to the processes set out in Royal Mail's data protection policy. More details can be found here: 

https://www.royalmail.com/gdpr

Dot Digital

We currently use DotDigital to send out emails to our Customers, with DotDigital the main email marketing system: please note that your personal data will be treated in accordance with this privacy policy as well as that of DotDigital which can be found here.

We also use web behaviour tracking on ZSL’s websites in Dotdigital if you opt into the relevant cookies. This allows us to see your activity on our website after you’ve clicked through from an email campaign. Your browsing activity is captured, stored and can be used for segmenting data to deliver relevant email campaigns to you.

Other 3rd parties

Some third parties provide ‘lookalike audiences’ or similar functions where they use data you have already provided to them directly to help create a ‘lookalike audiences’ for us (i.e. to help us better understand what a typical ZSL supporter is like). That third party then may serve advertising to that lookalike audience. In order to create a lookalike audience, ZSL may need to share some of your personal data with the third party. We consider that we are able to do this under ‘legitimate interests’. If we intend to use your data in this way then:

we will only share the minimum possible data in order for the third party to identify whether or not you have already shared your personal data with them – if you have then they will use that information (that you have shared with them) to create the lookalike audience rather than the other information you have shared with ZSL;

we will only engage with the third party if we are satisfied that your data will be held in accordance with Data Protection law, including being held securely by them, and being securely deleted by them as soon as possible after it has been used for this purpose; and

we will only use your personal data in this way if you have opted in to receive marketing messages from ZSL.

Please note that we will never have access to the personal data you have provided to any such third party. Please also note that the use of your personal data by that third party is covered by their privacy policy and terms of use and not by that of ZSL.

3.4 Enhancing your customer experience

We may use profiling and screening techniques to ensure that the communications we send you are relevant to you. This allows us to provide an improved experience for our supporters.

When building a profile of our supporters we may analyse geographic and demographic information, as well as your online behaviour and purchase history, to better understand your interests so we can contact you with relevant messages. An example of this would be looking at your location so we can share information about relevant events in your area.

You can opt out of your data being used in this way by emailing dataprotection@zsl.org.

3.5 Your choice

You always have a choice as to whether and how you want to receive communications about our work, products and services and ways you can get involved. If you do not want us to use your contact details to contact you in the future you can opt out of this when we collect your details or at a later time.

If you ever want to change your contact preferences, or opt out of communications, you can do this by emailing dataprotection@zsl.org.

Alternatively, you can:

opt out of our email marketing at any time by clicking the unsubscribe link at the bottom of any email from us; and

opt out of text marketing by replying to the text with the message ‘STOP’

If you choose not to be contacted by us we will never send you personalised marketing communications, but we will keep your details on a ‘suppression list’ to ensure you aren’t contacted.

3.6 Legal basis for processing your personal data

In some circumstances we will collect and process your personal information using the legitimate interest legal processing basis.

We will need to process your data as it is part of a contract which you have entered into. For instance, When you have purchased from the ZSL online shop, we will send you an order confirmation email, updates on your order progress and other communications if you cancel or return your order.

However in most circumstances, we will rely on your consent when using your personal data. An example of this would be when we request your consent to receive marketing emails from ZSL.

3.7 Retention

We hold your information for only as long as necessary for the purpose needed. ‘For only as long as necessary’ varies according to the nature of the information.

3.8 Incoming customer services

We may record incoming customer services calls for staff training and quality purposes. This will allow us to improve customer service by linking previous customer calls by giving historical background to any enquiries. We will retain these calls in line with our retention policy (available on request by email to dataprotection@zsl.org).

4. How do we keep your personal information secure?

We always ensure that we have the necessary controls in place to protect the personal data you provide us with.

We carry out regular audits of who has access to data so that we can ensure that your information is only accessed by trained staff.

4.1 Your credit and debit card information

ZSL makes every effort to maintain customer confidentiality when securing an online payment.  This includes ensuring the security of your credit card details and other personal information. We don’t store your card details on any ZSL system.  All of your personal information is encrypted as it travels over the internet. When you purchase from the online shop, you enter a secure internet site (indicated by the letters https:// in the address bar and or a padlock displayed in your web browser). When you make a payment you enter your card details directly into a secure web page, hosted on the Shopify platform. To protect you against credit card fraud (where someone has discovered your credit card details but do not have your card), you will be asked to enter the unique security code printed on the back of your payment card.

4.2 Third parties outside of the EEA

We carry out thorough checks on any companies we work with and have a contract in place with each of these companies to ensure that they process your information in line with our expectations.

Some of these third parties may run their operations outside the European Economic Area (EEA). Although they may not be subject to same data protection laws as companies based in the UK, we will take steps to make sure they provide an adequate level of protection in accordance with UK data protection law. By submitting your personal information to us you agree to this transfer, storing or processing at a location outside the EEA.

If requested we may need to supply your information to the police, regulatory bodies or legal advisors.

We will not share your data with any other third parties unless you have given your explicit consent for us to do so.

5. Your right to your personal information

Under the General Data Protection Regulation / Data Protection Act 2018 you have the right to request a copy of the personal information we hold about you. You also have the right to request that we erase any personal information we hold, where ZSL has no compelling reason to continue processing this data.

If you wish to request this information please contact dataprotection@zsl.org or call 0344 225 1826. We will then send you a form which you will need to complete and send back to us by post. We will also require you to provide two forms of identification. Once we have received your information request and your identification we will respond within one month.

6. Updates to this privacy policy

We may make changes to this Privacy policy. If we do make any significant changes to the way we collect and process your personal information we will make this clear on the ZSL shop website, or by contacting you directly.

7. Raising Queries or Concerns

If you have any questions, comments, or concerns about data protection at ZSL please contact our Data Protection team on dataprotection@zsl.org. If you are not satisfied with the response you receive from us for any reason then you may wish to contact the Information Commissioner’s Office via https://ico.org.uk/.