Furnewal Ltd is the data controller responsible for the personal information we collect and use as described in this policy.

If you have questions about your information or wish to exercise your data protection rights, contact us at hello@furnewal.com or write to:

Furnewal Ltd
Upper Barn
Camelia Botnar Estate
Burnthouse Lane
Cowfold
West Sussex
RH13 8DQ
United Kingdom

Depending on how you interact with us, we may collect:

• Contact details, such as your name, email address, telephone number, and billing and delivery addresses.

• Order details, including the furniture and options you choose, measurements, delivery instructions, payment status and transaction records.

• Information you provide when contacting us by email, WhatsApp, website forms or other channels, including photographs and details relating to enquiries, orders or guarantee claims.

• Workshop booking details, including your appointment time, contact information and the furniture you would like to discuss.

• Information about your use of our website, such as your IP address, browser and device details, pages viewed and interactions with our store, collected through cookies and similar technologies.

Payment information is also processed by the payment providers used at checkout.

We use your personal information for the following purposes:

• Enquiries and orders — to prepare requested quotes, confirm your chosen specifications, process payments, make and deliver your furniture, and provide after-sales support. We rely on taking steps at your request before entering a contract and performing our contract with you.

• Workshop visits — to arrange your appointment, send booking messages and discuss the furniture you are interested in. We rely on taking steps at your request before a purchase and our legitimate interest in managing workshop appointments.

• Running our business — to respond to general enquiries, manage customer relationships, protect our website, prevent fraud and handle disputes. We rely on our legitimate interests in operating and protecting our business, while respecting your rights.

• Legal requirements — to maintain accounting and tax records and meet other applicable legal obligations.

• Marketing and optional tracking — to send promotional communications and use advertising or other optional tracking technologies, with your consent where required. You can unsubscribe from marketing or withdraw consent at any time.

We share personal information where needed to provide our services and run our business, including with:

• Shopify, which hosts our online store and supports order processing.

• Payment providers, which process payments and help detect fraud.

• Delivery companies and suppliers involved in fulfilling your order, where they need information such as your contact details, delivery address or order requirements.

• Providers of email, messaging, workshop bookings and customer-support services, including Microsoft and WhatsApp when you use those channels.

• Review-service providers, where we use them to request or display customer reviews.

• Analytics and advertising providers, including Google, Meta and Pinterest, subject to applicable consent requirements and your privacy choices.

• Professional advisers, such as our accountant, and public authorities where disclosure is legally required.

We share information relevant to the purpose. Some providers also act as independent data controllers for parts of their services and explain their own use of information in their privacy notices.

Our online store is hosted by Shopify, which collects and processes personal information when you browse or buy from us.

We use Shopify Network Intelligence. This allows Shopify to combine information about your interactions with our store with information from other merchants and Shopify to provide enhanced services, including improvements to shopping experiences, security, personalisation and advertising.

Information is shared with Shopify and its service providers, which may operate outside the UK. Shopify acts as an independent data controller for its use of information to provide these enhanced services.

You can manage consent for optional tracking through Cookie preferences on our website and change your choices at any time.

For more information about Shopify’s use of your information, read the Shopify Consumer Privacy Policy. You can also visit the Shopify Privacy Portal to exercise your rights, including withdrawing consent or objecting to relevant processing.

Our website uses cookies, pixels and similar technologies. Some are essential for functions such as keeping items in your basket, completing checkout and maintaining security.

We also use analytics and advertising services, including Google, Meta and Pinterest, to understand website activity, measure advertising results and show relevant adverts. These services may collect device information and details of your interactions with our website.

Advertising technologies require your consent. Other optional technologies also require consent unless a specific legal exception applies.

You can accept or reject optional technologies through our website’s cookie controls and change your choices later. Rejecting optional cookies does not prevent you from placing an order.

You can also remove or block cookies through your browser settings, although blocking essential cookies may affect how the store works.

For help with your privacy choices, contact hello@furnewal.com.

We may send you news, product updates and offers by email where you have agreed to receive them, or where the law otherwise permits.

You can stop marketing emails at any time by clicking the unsubscribe link in an email or contacting hello@furnewal.com. You can also ask us to stop using your personal information for direct marketing, including related profiling.

Unsubscribing from marketing does not stop essential messages about your order, delivery, workshop appointment or an ongoing enquiry.

Where we rely on your consent, you can withdraw it at any time. This does not affect the lawfulness of how we used your information before you withdrew consent.

We retain personal information according to why it is needed, including to fulfil orders, provide after-sales support, meet legal obligations and handle claims.

• Order and financial records are kept for the periods needed to meet accounting and tax obligations and manage relevant contractual or legal claims.

• For furniture covered by our 10-year guarantee, we retain the core purchase and product records needed to administer cover throughout that period.

• We review enquiries and workshop booking records annually once they are more than two years old. We delete information that is no longer needed. Relevant correspondence may be retained where it relates to an order, continuing enquiry, guarantee or unresolved issue.

• Marketing contact details are kept while we have a valid basis to use them. If you unsubscribe, we may retain a minimal record of your preference to prevent further marketing.

Relevant information may be retained longer where necessary to resolve an outstanding complaint, dispute or legal claim.

Some of our service providers operate internationally. Your personal information may therefore be stored or processed outside the United Kingdom, including through Shopify and other technology providers.

Where a transfer is subject to UK data protection restrictions, appropriate legal protection is required. This may include UK adequacy regulations recognising the destination’s data protection standards, or approved contractual safeguards such as the UK International Data Transfer Agreement or the UK Addendum to standard contractual clauses.

You can contact hello@furnewal.com for further information about transfers relevant to your information and how to obtain details of the applicable safeguards.

Shopify and our payment providers use automated security and fraud-prevention tools. These may assess transaction information, device details and patterns associated with suspicious activity.

Some payment attempts may be blocked before an order is created. Shopify also provides risk indicators that can help us assess orders received through our store.

If you believe a payment or order has been incorrectly blocked, contact hello@furnewal.com. We can investigate the information available to us and discuss possible next steps. Your bank or payment provider may need to resolve some payment decisions directly.

Under UK data protection law, you have rights over your personal information. Depending on the circumstances, these include the right to:

• Obtain a copy of your personal information and information about how it is used.

• Have inaccurate information corrected or incomplete information completed.

• Ask for your information to be deleted.

• Ask us to restrict how we use your information.

• Receive information you provided in a portable format, or have it transferred to another organisation.

• Object to processing based on legitimate interests.

• Withdraw consent where we rely on it.

You have an absolute right to object to the use of your personal information for direct marketing, including related profiling.

Some rights have conditions or exceptions. For example, we may need to retain certain records to meet legal obligations.

To make a request, email hello@furnewal.com. We may need to verify your identity. Requests are normally free, and we usually respond within one month. If a lawful extension or exception applies, we will explain this.

If you have concerns about how we use your personal information, please contact hello@furnewal.com so we can investigate and respond.

You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s data protection regulator. You do not need our permission to do so.

Visit ico.org.uk/make-a-complaint for information about making a complaint.

We may update this policy to reflect changes to our services, how we use personal information or applicable legal requirements.

The latest version will be available on this page, with its last-updated date. Where required, we will also notify you of significant changes.