Customer service

Pro-Mask customer information

Covid-19 -UPDATE June 2022

We are now offering click and collect for our Pro-Mask orders from our UK office.

Please note, with the increase on Royal Mail services some orders could be delayed, please accept our apologies.

DELIVERY

How much is delivery?

All our Mask orders have a minimum standard delivery charge of £1.50, this includes mainland UK only (please contact us prior to placing your order for delivery costs to Highlands, Channel Islands, other offshore islands, and Northern Ireland)

Standard £1.50

Small Parcel up to 2kg from £3.50

Medium Parcel up to 2kg from £5.60

How will my order be delivered?

Where possible, we aim to send your order by 1^st class Royal Mail, if you require an alternative method of delivery please contact us.

Why is my delivery later than expected?

The delivery times we give are approximate, and we apologise if your order is delayed. Unfortunately we can’t be held responsible for delays due to unforeseen circumstances.

*UPDATE* As the Covid-19 is affecting the UK postal service, we regret your order may be delayed, if your order is delayed longer than reasonably expected please contact our customer service team info@pro-Stretch.net

FREE Local Pick up

Our Click & Collect service is ideal if you prefer to have your items quicker, and without the added cost of delivery.

If you are local to SK11 9HW please select local pick up for our free click and collect service.

We aim to have most orders available for collection within 24 hours.

Please Note: You will be notified by email when your order is ready for collection, please don’t arrange to collect before you have received this email, please bring your order reference with you when you collect.

Collection times are from our UK office Mon-Thurs 10am -4pm and Fri 10am -1pm

REFUNDS/RETURNS

Due to hygiene reasons all our masks are non-returnable once sold.
If you find that one of our products is faulty, please contact our Customer Service team on 01260 291691 as soon as possible.
We will do our very best to help resolve any issues that you have as quickly as possible.
Our Customer Service team is available Monday to Friday, 9am-5pm

Privacy Policy

Who we are

Our website address is: https://pro-stretch.net

How we use your information

This privacy policy tells you what to expect when Pro-Stretch Trims International Ltd collects personal information. It applies to information we collect about:

Visitors to our websites
People who use our services (our customers)

Visitors to our Website

Cookies

A cookie is a file containing an identifier made up of letters and numbers. The cookie is sent by our web server to your web browser and is stored by your browser. The identifier is then sent back to our web server each time the browser requests a page from the server. Cookies can be used by web servers to identify and track users as they navigate different pages on a website and identify users returning to a website. Cookies may be either “persistent” cookies or “session” cookies. A persistent cookie will remain valid until its set expiry date, unless deleted by the user before the expiry date. A session cookie will expire at the end of the user session, when the web browser is closed.

Use of Cookies by Pro-Stretch

We do not use any persistent cookies. Our cookies are all session cookies which expire when you close your browser session. Our cookies do not contain any information that can personally identify a user.

Controlling Cookies from within your Browser

These links explain how you can control cookies via your browser. But do bear in mind that if you turn off cookies in your browser, these settings apply to all websites not just this one. Your overall browsing experience might be adversely affected.

Contact Us Web Form

We provide a Contact Us web form on our website. This allows visitors to the website to request that we contact them. The personal data that is collected is the visitor’s name, email address and business name. This data is logged and emailed to the appropriate Pro-Stretch staff. If the visitor subsequently becomes a customer of Pro-Stretch Ltd that data is stored and retained, otherwise it is deleted.

People Who Email Us

We use Transport Layer Security (TLS) to encrypt and protect email traffic. If your email service does not support TLS, you should be aware that any emails we send or receive may not be protected in transit. We will also monitor any emails sent to us, including file attachments, for viruses or malicious software. Please be aware that you have a responsibility to ensure that any email you send is within the bounds of the law. Our Customers and Users of our Services Obviously, we must hold the details of our customers, their businesses and their staff. We need to do this so that we can provide them with support and to deliver our services, and is classed as legitimate interest.

Customer Information

If you stop being a customer of Pro-Stretch we will retain your details for a period of 3 years following the cessation of the support contract. If you choose to return as a customer during that period, our retention of your data will ease the process of re-instating you as a customer.

Your Rights

Under the General Data Protection Regulation (EU 2016/679) (GDPR), you have rights as an individual which you can exercise in relation to the information we hold about you.

Individual Rights:

The GDPR provides the following rights for individuals:

The right to be informed
The right of access
The right to rectification
The right to erasure
The right to restrict processing
The right to data portability
The right to object
Rights in relation to automated decision making and profiling

Complaints or Queries

Pro-Stretch tries to meet the highest standards when collecting and using personal information. For this reason, we take any complaints we receive about this very seriously. We encourage people to bring it to our attention if they think that our collection or use of information is unfair, misleading or inappropriate. We would also welcome any suggestions for improving our procedures. This privacy notice was drafted with brevity and clarity in mind. It does not provide exhaustive detail of all aspects of the collection and use of personal information by Pro-Stretch. However, we are happy to provide any additional information or explanation needed. Any requests for this should be sent to the address below.

Access to Personal Information

Pro-Stretch tries to be as open as it can be in terms of giving people access to their personal information. Individuals can find out if we hold any of their personally identifiable information by making a subject access request under the General Data Protection Regulation (EU 2016/679) (GDPR). If we do hold information about you we will:

Respond within 30 days
Tell you what it is
Tell you why we are holding it
Tell you who it is shared with
Let you have a copy of the information in an intelligible form

To make a request to Pro-Stretch for any personal information we may hold you need to put the request in writing to the address provided below. If we do hold information about you, you can ask us to correct any mistakes there may be in the data.

Links to other websites

This privacy notice does not cover the links within this site linking to other websites. We encourage you to read the privacy statements on the other websites you visit.

Changes to this privacy notice

We keep our privacy notice under regular review. This privacy notice was last updated on 18^th May 2020

How to contact us

You can email us at: sales@pro-stretch.net You can call us on: 01260 291691 You can write to us at: (Pro-Mask) Pro-Stretch Trims International Limited The Old Coach House Lower Marton Farm Davenport Lane Marton Macclesfield SK11 9HW