This Privacy Policy explains how we collect, use, store and share personal information when you visit wiltshirewoodflooringsupplies.co.uk (“the Site”), place an order, create an account, contact us or otherwise use our services.

Wiltshire Wood Flooring Supplies Ltd is the data controller responsible for personal information collected through this Site.

Contact details

If you have any questions about this Privacy Policy or would like to exercise your data-protection rights, please contact us:

Personal information we collect

The information we collect depends on how you use our Site and services.

Information you provide to us

We may collect:

• Your name.
• Billing and delivery addresses.
• Email address and telephone number.
• Account and login information.
• Order details and purchase history.
• Payment and transaction information.
• Trade-account or business information where applicable.
• Returns and refund information.
• Product reviews or feedback.
• Information included in enquiries, live-chat conversations or customer-support communications.
• Marketing preferences and cookie choices.

Information collected automatically

When you visit or use our Site, we and our authorised service providers may automatically collect:

• Your IP address.
• Browser and device information.
• Approximate location and time zone.
• Pages and products viewed.
• Referring websites or advertising sources.
• Website interactions and shopping activity.
• Cookie preferences and consent records.
• Technical information required to keep the Site secure and functioning correctly.

This information may be collected using cookies, pixels, tags, server logs and similar technologies.

Information received from other sources

We may receive information from services used to operate the Site, including Shopify, payment providers, advertising and analytics services, delivery providers, review platforms and returns-management providers.

How we use your information

We may use personal information to:

• Process and fulfil orders.
• Take and verify payments.
• Arrange delivery, collection, returns, refunds and replacements.
• Create and manage customer or trade accounts.
• Communicate with you about an order or enquiry.
• Provide customer support and live-chat services.
• Send review invitations following a purchase.
• Prevent fraud, misuse and security incidents.
• Maintain business, tax and accounting records.
• Improve the Site, products and customer experience.
• Measure website performance and understand how customers use the Site.
• Personalise content and advertising where you have provided the required consent.
• Send marketing communications where permitted.
• Establish, exercise or defend legal claims.
• Comply with our legal and regulatory obligations.

Our lawful bases

UK data-protection law requires us to have a lawful basis for using personal information. Depending on the circumstances, we rely on the following:

Order communications and marketing

We may send service messages needed to complete or support your order, such as order confirmations, dispatch notifications, delivery updates and messages concerning returns. These are not promotional marketing messages.

We will only send promotional email or electronic marketing where we have an appropriate lawful basis. You can unsubscribe using the link in a marketing message or by contacting us.

Cookies and similar technologies

We use cookies and similar technologies to operate the Site, remember preferences, understand website performance and, with your consent where required, support advertising and personalisation.

Cookies used on the Site generally fall into the following categories:

Necessary cookies

These are required for functions such as:

• Shopping baskets.
• Checkout and payment.
• Customer accounts.
• Security and fraud prevention.
• Remembering privacy choices.
• Maintaining website sessions.

Because these cookies are necessary for the Site to function, they cannot normally be disabled through our cookie banner.

Analytics and performance cookies

These help us understand how visitors use the Site, identify technical problems and improve performance. They may include Shopify analytics and Google analytics technologies.

These cookies are only used where permitted and, where required, after you have provided consent.

Advertising and personalisation cookies

These may be used to measure advertising, understand whether an advert led to a visit or purchase and show more relevant content or advertising.

They are only used where permitted and, where required, after you have provided consent.

Managing your choices

You can accept, decline or customise non-essential cookies through the cookie banner displayed on the Site.

You can review or change your choices later using the Manage preferences or cookie-preferences link available on the Site. You can also manage cookies through your browser, although blocking necessary cookies may affect functions such as the basket, account area or checkout.

Who we share information with

We only share personal information where reasonably necessary to operate our business, fulfil orders, comply with the law or protect our legitimate interests.

Recipients may include:

• Shopify, which hosts and operates our ecommerce platform.
• Payment and checkout providers, including providers made available through Shopify and Klarna where selected.
• FedEx and Royal Mail, where required to deliver or manage an order.
• Returns-management providers, including ReturnZap.
• Customer-review providers, including Feefo.
• Customer-service and live-chat providers, including Chatty.
• Analytics and advertising providers, including Google, where the appropriate consent has been provided.
• Website, IT, security and professional service providers.
• Accountants, insurers, legal advisers and other professional advisers.
• Government bodies, regulators, courts or law-enforcement authorities where disclosure is required or legally permitted.
• A purchaser, adviser or relevant party in connection with a genuine sale, restructuring or transfer of all or part of our business.

We require service providers to handle information appropriately and only for authorised purposes.

Shopify

Our online store is hosted by Shopify. Shopify processes personal information to provide its ecommerce, checkout, security, analytics and related services.

Depending on the Shopify services enabled and your privacy choices, Shopify may also process information to improve or personalise its services.

Further information is available in the Shopify Privacy Policy and through the Shopify Privacy Portal.

International transfers

Some providers that support our Site may process information outside the United Kingdom.

Where personal information is transferred internationally, we and our providers use safeguards required by applicable data-protection law. These may include:

• Transfers to countries recognised as providing an adequate level of protection.
• The UK International Data Transfer Agreement.
• The UK Addendum to approved standard contractual clauses.
• Other legally recognised safeguards.

You may contact us if you would like further information about the safeguards relevant to your information.

How long we keep information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, including legal, accounting, tax, fraud-prevention and dispute-resolution requirements.

In general:

• Order, invoice, payment and accounting records may be retained for at least six years after the end of the relevant financial period.
• Customer-account information may be retained while the account remains active and for an appropriate period afterwards.
• Customer-support, returns and warranty information may be retained for as long as needed to resolve the matter and protect the parties’ legal rights.
• Marketing information is retained until you unsubscribe, withdraw consent or we determine that it is no longer required.
• Cookie-consent records may be retained where necessary to demonstrate your preferences and our compliance.

We may retain limited information after an objection or unsubscribe request to ensure that your preference continues to be respected.

Data security

We use reasonable technical and organisational measures intended to protect personal information against accidental loss, unauthorised access, misuse, alteration or disclosure.

These measures include secure ecommerce and payment systems, controlled access and appropriate security protections provided by Shopify and our other service providers.

No online system is completely secure, but we regularly consider the safeguards appropriate to the information we process.

Your data-protection rights

Depending on the circumstances, you may have the right to:

• Request access to the personal information we hold about you.
• Ask us to correct inaccurate or incomplete information.
• Ask us to erase personal information where there is no lawful reason for us to retain it.
• Ask us to restrict how your information is used.
• Object to processing based on legitimate interests.
• Object to direct marketing at any time.
• Request the transfer of eligible information to you or another organisation.
• Withdraw consent where processing is based on consent.
• Complain to the Information Commissioner’s Office.

To exercise a right, email sales@wiltshirewoodflooringsupplies.co.uk. We may need to verify your identity before completing a request.

We will normally respond within one month, although the law allows additional time for particularly complex requests.

Complaints

If you have concerns about how we handle personal information, please contact us first so that we can investigate and try to resolve the matter.

You also have the right to complain to the Information Commissioner’s Office:

Children’s information

Our Site and products are not directed at children, and we do not knowingly collect personal information directly from children through the Site.

Changes to this policy

We may update this Privacy Policy to reflect changes to the Site, our services, legal requirements or the providers we use.

The latest version will be published on this page, with the updated date shown at the top. Where a change materially affects how we use personal information, we will take reasonable steps to bring it to the attention of affected customers where required.