Press Enquiries

For media enquires, please contact
press@wakencare.com

Delivery Information

Delivery Costs For Online Orders

Shipping is free on all UK orders.
Shipping costs outside the UK to the European Union (EU) are charged at a flat rate of £6 per order for all countries except Malta and Cyprus for which we charge £15. We do not currently ship to any other countries.

Delivery Times for Online Orders

Once payment has been processed we aim to ship all orders within two (2) working days of receipt. From despatch please allow around 2-3 working days for standard delivery.
For international orders, delivery times will vary and we cannot guarantee a specific delivery timeline.
Working days for us are Monday to Friday (not including UK Bank / Public Holidays).

Missing Orders

Please contact us at hello@wakencare.com straight away if your order does not arrive when it should. You should quote your order number and we will find out what happened to it and get it to you as quickly as we can. Unfortunately, we cannot replace orders where the delivery address has been entered incorrectly by the person placing the order.

Missing Items

Please contact us at hello@wakencare.com immediately if your order is missing any products. We’ll find out what happened to your order within three (3) working days and we’ll get them to you as soon as possible or give you the option of a full refund of the missing items.

Returns and Refunds

You may return any unopened and unused items within 30 days of delivery for a full refund. We’ll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

You will receive your refund within 14 days from the day on which we receive the product back from you, however, in many cases you will receive a refund more quickly. If you need to return an item, simply contact us via the help icon at the bottom of the page quoting your order number and return requirements.

Terms and Conditions

Delivery Costs For Online Orders

Shipping is free on all UK orders.
Shipping costs outside the UK to the European Union (EU) are charged at a flat rate of £6 per order for all countries except Malta and Cyprus for which we charge £15. We do not currently ship to any other countries.

Delivery Times for Online Orders

Once payment has been processed we aim to ship all orders within two (2) working days of receipt. From despatch please allow around 2-3 working days for standard delivery.
For international orders, delivery times will vary and we cannot guarantee a specific delivery timeline.
Working days for us are Monday to Friday (not including UK Bank / Public Holidays).

Missing Orders

Please contact us at hello@wakencare.com straight away if your order does not arrive when it should. You should quote your order number and we will find out what happened to it and get it to you as quickly as we can. Unfortunately, we cannot replace orders where the delivery address has been entered incorrectly by the person placing the order.

Missing Items

Please contact us at hello@wakencare.com immediately if your order is missing any products. We’ll find out what happened to your order within three (3) working days and we’ll get them to you as soon as possible or give you the option of a full refund of the missing items.

Returns Policy and Refunds

You may return any unopened and unused items within 30 days of delivery for a full refund. We’ll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You will receive your refund within 14 days from the day on which we receive the product back from you, however, in many cases you will receive a refund more quickly. If you need to return an item, simply contact us via the help icon at the bottom of the page quoting your order number and return requirements.

Payment

We use Shopify and PayPal as our online payment platforms and accept payment from the following cards;

Visa

Visa Debit

Visa Electron

Mastercard

Debit Mastercard

Maestro

Amex

General Terms and Conditions

Your acceptance of our terms and conditions is given when you submit an order to us. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us. Your order is an offer to Mintology Limited, which can be rejected by Mintology Limited.

All promotional codes are valid on full priced items only unless otherwise stated.

Please bear in mind that buying over the internet provides a different shopping experience to buying in store. Be aware that:

You should assume that everything you see or read on the Site is copyrighted unless otherwise noted and may not be used except as provided in these Terms and Conditions or in the text on the Site without the written permission of Mintology Limited. Mintology Limited neither warrants nor represents that your use of materials displayed on the Site will not infringe rights of third parties not owned by or affiliated with Mintology Limited.
The colours which are shown on the website will depend on many factors including your computer display settings. Our products may vary slightly from their pictures.
All goods are subject to availability – we may not be able to supply your order. If goods are out of stock at the time you place your order, we will not be able to accept your order.
Any delivery estimates given are estimates only.
The goods and promotions which are offered on the website may not be available in store and viceversa.

The price payable for the goods you order is as set out in our website at the time you place the order. Waken reserves the right to reject an order if a product was advertised on the Site at an incorrect price.

Mintology Limited reserve the right to change the advertised price at any time.

Using Our Site

Your use and browsing of the Site is at your own risk. Neither Mintology Limited nor any other party involved in hosting or delivering the Site is liable for any direct, incidental, consequential, indirect, or punitive damages arising out of your access to, use of, the Site. Without limiting the foregoing, everything on the Site is provided to you “AS IS” WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESSED OR IMPLIED, INCLUDING BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OR MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT.

Any communication or material you transmit to the Site by electronic email or otherwise, including any data, questions, comments, suggestions, or the like is and will be treated as, non-confidential and non proprietary. Anything you transmit or post may be used by Mintology Limited or its affiliates for any purpose, including but not limited to reproduction, disclosure, transmission, publication, broadcast, and posting.

Images of people or places displayed on the Site are either the property of, or used with permission by, Mintology Limited. The use of these images by you, or anyone else authorised by you, is prohibited unless specifically permitted by these Terms and Conditions or specific permission provided elsewhere on the Site. Any unauthorised use of the images may violate copyright laws, trademark laws, the laws of privacy and publicity, and communications regulations and statutes.

Mintology Limited has not reviewed all of the sites linked to the Site and is not responsible for the contents of any off-site pages or any other sites linked to the Site. Your linking to any other off-site pages or other sites is at your own risk.

Although Mintology Limited may from time to time monitor or review postings, transmissions, and the like on the Site, Mintology Limited is under no obligation to do so and assumes no responsibility or liability arising from the content of any such locations nor for any error, defamation, libel, slander, omission, falsehood, obscenity, pornography, profanity, danger, or inaccuracy in any information contained within such locations on the Site. You are prohibited from scandalous, inflammatory, pornographic or profane materials or any material that could constitute or encourage conduct that would be considered a criminal offence, give rise to civil liability, or otherwise violate any law. Mintology Limited will co-operate with any law enforcement authorities or court order requesting or directing Mintology Limited to disclose the identity of anyone posting any such information or materials.

You are responsible for ensuring that your log in details, password and all other details in relation to your account remain confidential at all times.

We will not be responsible for the performance of any obligations under these terms and conditions in the case of an event outside of our reasonable control (force majeure) including (but not limited to ) strikes, lockouts, failures of third party systems or networks, acts of god, fire, earthquake, storm, flood, snow or other natural disaster, civil unrest, acts of terrorism, deliberate sabotage of or malicious damage to equipment or data or for damage to or destruction of premises or equipment.

We reserve the right to change these terms and conditions at any time and any such change will be effective to all new orders once included in the text of these terms and conditions and published on the website.

We try to make sure that all information on the website is accurate and correct at all times. We will try to resolve all information errors on the website as soon as reasonably possible. If you believe that such an error has affected your purchase, please let us know. However, because we take these steps we will not be liable to you for any errors on the website.

Nothing within these conditions operates so as to exclude, limit or restrict our liability for death or personal injury. Nothing in the above exclusions affects your statutory rights as a consumer.

Privacy and Cookie Policy

Effective Date: 08/11/2019

Your privacy is important to us. Waken, which is owned by Mintology Limited ("we", "us", our"), owns and operates the website at www.wakencare.com (the "Site"). This Policy describes the personal information we collect about our customers on this Site, how we use it, with whom we may share it, and the choices available to you regarding our use of the personal information. The Policy also describes the measures we take to safeguard the personal information, how long we retain it and how individuals can contact us about our privacy practices and to exercise their rights.

How we collect and use your personal information
If you choose to register for our news, offers, promotions or other services, participate in a competition, ask us a question through our “Contact us” link or purchase a product through our Site, we will collect certain personal information about you. This will include your name, address, email, phone number, payment card information and login credentials for your account on the Site, as well as information about what you like to receive from us.

If you choose not to provide us with certain information, we may not be able to offer you certain of our products and services, and you may not be able to access certain features of our Site.

We will use your personal information in pursuit of our legitimate business interests to:

administer our Site and provide customer services;
allow you to participate in the interactive features of the Site (e.g. accessing social network platforms);
process your orders;
manage your account;
investigate any complaints about our Site;
monitor and analyse the use of any account to prevent, investigate and/or report fraud, terrorism, misrepresentation, security incidents or crime; and
personalise your experience of our Site.

We also use your personal information to fulfil our contractual obligations, by managing and fulfilling orders and completing any contractual arrangements between us and you, and by processing transactions (we use third party providers to process your payments and carry out 3D secure verification checks, and only these entities see your payment card details).

When required, we will also process your personal information in order to meet our legal, regulatory and compliance requirements. We also may use the information we obtain in other ways for which we provide specific notice at the time of collection.

Where required by applicable law, we will ask your consent to use your personal information for certain marketing and market research activities. It is up to you how much or how little information you allow us to use for these purposes. These are:

to communicate with you from time to time by email and (where you provide us with those details either via the website(s) or elsewhere) by mobile (using SMS or, if your mobile device permits, EMS or MMS messages or similar technologies) and occasionally by post, with information, offers and other material which may interest you;
to make your information available from time to time to trusted partners and third parties, for the same purposes as above; or to conduct market research, for example to ask you to participate in a survey about topical issues, conducted by us or trusted partners or third parties. We will always try to tell you before you participate in the survey how any information you provide in the survey will be used.

You may withdraw your consent for these activities at any time. This will not affect the lawfulness of processing based on your consent that occurred prior to its withdrawal.

Feedback and surveys
When visiting certain portions of our Site, you may be asked to provide feedback regarding our products to enable us to develop, customise and improve our products and services. You may be given opportunities to rate Waken products and to publicly ask and answer questions pertaining to Waken products. These reviews and ratings may be published on our Site and on our partner Site which sell our products. Therefore, please do not include any information within these areas that you do not want to share with the general public. In order to fully participate in these portions of the Site, you will be asked to provide your full name and an email address, as well as an online username which will be publicly linked to your product ratings, questions, answers and other comments. You will be asked to agree to a set of terms and conditions. You may also be prompted to submit additional voluntary information such as specific age range, gender and location. This information may be linked online to your chosen username. We store this additional information, if provided, and later use it to help us better understand and respond to the collective feedback we receive. We work with third party providers to provide these review services. These third-party providers may compile statistical and other information related to the performance and operation of the review service and may use or share with third parties aggregated or de-identified information collected from your use of these services for research and development purposes, to provide analytics, reports and benchmarking data, to personalise or improve their services and to detect fraudulent activities. They may use cookies or similar technologies to collect this information. Please see the section on Cookies for more detail.

Occasionally, we may invite you to participate in a survey or poll such as providing feedback on our website content, services or products. Your responses will be anonymous unless you choose to provide your contact details so that we can provide you with additional information regarding the survey or poll.

Social Platform Registrations and Social Media Plugins
Our Site may permit you to use a third party social networking platform. This includes use of social media plugins such as “Like” buttons. We may ask your permission to repost your social media quotes or posts on our Site. If you agree, you grant us the right to use your posts on our Site for promotional purposes. You may withdraw your consent for such use at any time. This will not affect the lawfulness of processing based on your consent that occurred prior to its withdrawal.

When you use social networking platforms and plugins, you share your information with them and their privacy policy and applicable terms of use apply to the use and disclosure of such information. Please note that their privacy policies and applicable terms of use apply and we encourage you to read them. We may add new social networking plugins and buttons to our Site from time to time.

Information sharing and disclosure
We may share your personal information with other third parties as described below or otherwise with your consent or where required by applicable law.

We may share your personal information within our group of companies and their affiliates for the purposes set out in this Policy as well as third party service providers that need access to your information to provide operational or other support services for the purposes described by this Policy. This includes companies that assist us with our Site, contests and sweepstakes, providing the products and services that you requested, providing our payment processing services, managing reviews for our products, providing us with analytics about use of our Site or for the purposes of improving our marketing or administration. We do not authorise third parties to use or disclose the personal information except as necessary to perform services on our behalf or to comply with legal requirements.

We may share de-identified and aggregated information about how users use our Site to third parties who help us improve our business and services.

We also may disclose personal information about you:

if we are required to do so by law or legal process (such as a court order or subpoena);
in response to requests by government agencies, such as law enforcement authorities;
to establish, exercise or defend our legal rights;
when we believe disclosure is necessary or appropriate to prevent physical or other harm or financial loss;
in connection with an investigation of suspected or actual illegal activity;
in the unlikely event that we sell or otherwise dispose of some or all of our business to another party (including in the event of a reorganisation, dissolution or liquidation); or
otherwise with your consent.

International data transfers
We may transfer the personal information we obtain about you to recipients in countries other than the country in which the information was originally collected. Some of your personal information may be transferred to or stored at a destination outside the European Economic Area ("EEA") and may also be processed by staff operating outside the EEA who work for us or for one of our suppliers. Those countries may not have the same data protection laws as the country in which you initially provided the information.

We will comply with applicable legal requirements regarding providing appropriate safeguards for the transfer of personal information to recipients in countries for which the European Commission has not issued an adequacy decision, such as the U.S. These safeguards may include data transfer agreements, copies of which may be obtained by contacting us as indicated in the “Contact us” section of this Policy, or reliance on a service provider’s Privacy Shield certification.

Retention of personal information
We retain your personal data as long as needed for the purposes for which we obtained it, plus a reasonable period to take into account any applicable statute of limitation period or to comply with mandatory applicable law.

Cookies and similar technologies
Like many websites, we use and allow certain other companies to use cookies and other similar technologies (such as web beacons) to understand your use of our Site, to improve your user experience and enable personalised features and content, to enable analytics and measurement reporting, to optimise our advertisements and marketing and to enable third party advertising companies to assist us in serving ads specific to your interests either on our Site or across the Internet. You can find more information about cookies and other technologies at: www.allaboutcookies.org.

Our use of cookies
Cookies are text files containing small amounts of information which are downloaded to your device, or more technically, to the browser that you use on that device, when you visit a site. The entity that places cookies on your browser can then read the information on that cookie that it set. Cookies are typically classified as either “session cookies”, which do not stay on your device after you close your browser or “persistent cookies”, which will usually remain on your device until you delete them or they expire.

Different cookies are used to perform different functions, which we explain below:

We use cookies that are essential: Some cookies are essential in order to enable you to move around our Site and use their features. Without these cookies, services you have asked for such as remembering your login details or shopping basket items cannot be provided.

We use cookies to remember your selections: These cookies allow us to remember choices you make on our Site (such as your preferred language or the region you are in) and provide enhanced, more personalised features. These cookies can also be used to remember changes you have made to text size, fonts and other parts of web pages that you can customise. They may also be used to provide services you have asked for such as watching a video or commenting on a blog. The information these cookies collect may be anonymised and they cannot track your browsing activity on other websites.

We use cookies to personalise your experience: We also use cookies to change the way our Site behaves or looks in order to personalise your experience from information we infer from your behavior on our Site or information we may already know about you because, for example, you are a registered customer. These cookies may be used to tailor the services you receive from us or the content, look and feel delivered to you on subsequent sessions to our Site. For example, if you personalise webpages, or register for products or services, a cookie helps our webpage server recall your specific information. When you next visit our Site, the information you previously provided can be retrieved, so you can easily use the website features that you previously chose. If you use more than one device or computer on a regular basis, we may link cookies together so you will still receive a personalised online experience. We can also personalise the information you see based on what we already know about you, so that you spend less time looking for things. With the use of cookies, each visitor to our Site can have a web experience which is unique to them.

We use cookies for performance and analytics purposes: We use our own cookies and/or third-party cookies and other identifiers (such as web beacons) to see how you use our Site and services in order to enhance their performance and develop them according to the preferences of our customers and visitors. For example, cookies and web beacons may be used to: test different designs and to ensure that we maintain a consistent look and feel across our Site; track and provide trend analysis on how our users interact with our Site and communications; gather demographic data, better aggregate useful information when users provide feedback about our Site and products, track errors and measure the effectiveness of our promotional campaigns.

The data collected will generally be aggregated to provide trends and usage patterns for business analysis, site/platform and product improvement and performance metrics. Our cookies or the resulting analysis may be also shared with our business partners. The type of information we collect includes how many visitors visit our Site, how many customers log in, when they visited, for how long and which areas of our Site and services and demographic data such as your age or gender but is generally not used to identify you individually. We may also receive similar information about visitors to our partner sites. We use Google Analytics, run by Google Inc., for example, to track website usage and activity.

We use cookies for targeted advertising purposes: We also allow third party providers to use cookies or other similar tracking technologies on our Site to help us deliver our own content and advertising, and measure the effectiveness of our advertising campaigns. These cookies may reflect de-identified demographic or other data linked to data you voluntarily have submitted to us (e.g. your email address) that we may share with data providers solely in hashed, non-human readable form. If you are a registered user, the information collected from our Site is not anonymous and we may use this information along with other information we know or infer about you including your preferences to tailor content, services, advertising and offers for you. You can opt out of receiving interest based advertising on our Site by blocking these cookies as described below. Please also read below about advertising cookies used by third parties

Our use of web beacons
We may use and permit select third parties to use web beacons (usually in combination with cookies) to compile information about your website usage and your interaction with email or other communications, to measure performance and to provide content and ads that are more relevant to you. A web beacon (also called a web bug or clear GIFs) is typically a transparent graphic image (usually 1 pixel x 1 pixel) that can be embedded in online content, videos, and emails, and can allow a server to read certain types of information from your device, know when you have viewed particular content or a particular email message, determine the date and time when you viewed the beacon, and the IP address of your device. For instance, we may include web beacons in our promotional email messages or newsletters to determine whether our messages have been opened or acted upon and whether our mailing tools are working correctly.

Your choices regarding cookies and similar technologies

We require your consent to use all non-essential cookies and other similar technologies.

Cookies
If you don’t want to allow cookies at all, or only want to allow use of certain cookies, please refer to your browser settings. You can also use your browser settings to withdraw your consent to our use of cookies at any time and delete cookies that have already been set. Your browser help menu or the website www.allaboutcookies.org contains comprehensive information about the process of opting out on different browsers.

For convenience, we have provided links below to the cookie management instructions for popular web browsers:
Internet Explorer
Microsoft Edge
Google Chrome
Safari
Firefox
Note that by disabling certain categories of cookies, you may be prevented from accessing some features of our Site or certain content or functionality may not be available.

To opt out of being tracked by Google Analytics across our Site visit: tools.google.com/dlpage/gaoptout

If you would like to opt out of third party cookies relating to interest based advertising, please go to www.youronlinechoices.eu or www.aboutads.info/choices. Note that opting out does not mean you will no longer receive online advertising. It does mean that the company or companies from which you opted out will no longer deliver ads tailored to your web preferences and usage patterns. Opting out of cookies and data collection from one browser, device or app will not necessarily opt you out of collection from all browsers, devices or apps.

Some newer web browsers incorporate “Do Not Track” features. Currently, no industry standard exists for handling “Do Not Track” requests, therefore at this time, our Site may not respond to “Do Not Track” requests or headers from these browsers.

If you have queries about our use of cookies, please use the “Contact us” details below.

Web beacons
You may be able to disable web beacons in email messages by not downloading images contained in messages you receive (this feature varies depending on the email software used on your personal computer). However, doing this may not always disable a web beacon or other similar technologies in the email message due to specific email software capabilities. For more information about this, please refer to the information provided by your email software or service provider. Web beacons may also be rendered ineffective in some circumstances by opting out of cookies or amending your cookie settings as described above.

Your rights and choices in respect of your personal information

Subject to applicable law, you are entitled to see the personal information held about you. If you wish to do this, please contact us at hello@wakencare.com We may require you to provide verification of your identity to provide a copy of the information we hold. Please note that in certain circumstances we may withhold access to your information where we have the right to do so under applicable data protection legislation. In addition, you may request the personal information that you have provided to us about you, with your consent or based on a contract to which you are party, in a structured, commonly used and machine-readable format. You have the right to have this information transmitted to another company, where it is technically feasible.

Subject to applicable law, you also have the right to ask us to update, correct, amend or erase your personal information, or restrict or object to our use of your personal information. You may withdraw any consent to the processing of your personal information and request an explanation about the processing by contacting hello@wakencare.com. You may also amend or update your details by logging into your account. You have the right to make a complaint to the appropriate supervisory authority in your country or seek a remedy through the courts if you believe your rights have been breached.

If you no longer wish to receive any marketing communications from us, please send an email to hello@wakencare.com specifying your name, the email address/telephone number you used to register with us and if referring to a web registration, your user name in the email and whether you wish to stop receiving all marketing communications from us or just specific competitions, newsletters or other interactions with us. Alternatively, please follow the unsubscribe options at the bottom of any email we send you. Please note that if you have already requested products or services when you decide to withdraw your consent, there may be a short period of time for us to update your preferences and ensure that we honour your request. Where we require personal information to comply with legal or contractual obligations, then the provision of such data is mandatory: if such data is not provided, then we will not be able to administer our relationship with you. In all other cases, the provision of personal information is optional.

If you have any other questions about privacy issues or concerns, please send us an email to hello@wakencare.com.

Children's privacy
Our Site is not intended for use by children under the age of 13 and certain products made available on the Site may be subject to age restrictions imposed by law. We are not permitted by law to supply these products to individuals who do not satisfy the relevant age requirement and, if you are underage, you must not attempt to order these products. We do not market any of our products online for children under the age of 13, nor do we design our online applications, advertisements and other features to attract an audience of children under age of 13. We do not knowingly register or otherwise collect personal information from any child under the age of 13 (or other relevant age in the country in which you reside, if applicable).

Security
We have implemented reasonable technical and organisational measures to ensure that your personal information is secure, including limiting the number of people who have physical access to our database servers, as well as electronic security systems and password protections that guard against unauthorised access. However, we cannot guarantee that unauthorised third parties will never be able to defeat those measures or use your personal information for improper purposes.

Links to other Websites
Our Site may contain links to other websites operated, controlled and maintained by independent third parties. We do not control the use of information that you may provide to such third parties. If you access other websites using the links provided in our Site, the operators of the third-party sites may collect information from you which will then be used by them in accordance with their own privacy policies, not ours. These policies may differ from ours. It is your responsibility to familiarise yourself with privacy policies on our Site and other websites.

Changes to this Policy
As we continue to provide additional services and as the privacy laws and regulations evolve, it may be necessary to revise or update this Policy. We encourage you to review this Policy from time to time as you return to our Site, so that you are familiar with any changes. For significant changes, we will notify you either by posting a prominent notice on our Site or emailing you and if required by applicable law, we will obtain your consent.

This policy was last updated in November 2019.

Contact us
Mintology Limited is the data controller of your personal information. You may contact us in order to submit a request or exercise your rights by emailing us at hello@wakencare.com if you have any questions about our Policy or our data practices outlined above.