Privacy Policy

1. About our privacy policy

Our privacy policy provides a comprehensive overview of the various types of personal information we may collect from you during your interactions with Woven Floors. It outlines our methods for storing, managing, and safeguarding your data. We trust that the information presented will address any inquiries you may have. Please note that this privacy policy will be revised periodically, and you are encouraged to revisit it at your convenience. When you access the Woven Floors website (www.wovenfloors.co.uk), Woven Floors acts as the data controller.

2. What is Woven Floors Ltd?

Woven Floors Ltd, hereinafter referred to as 'Woven Floors' in this document, is a company registered in England under the company number 07761950.

For the sake of clarity in this notice, the terms 'we' and 'us' will denote Woven Floors Ltd.

The website www.wovenfloors.co.uk is owned and managed by Woven Floors Ltd. .

3. When collecting your personal data

  • When you access our website and utilize your account to purchase products and services.

  • When you opt for an online transaction and proceed as a guest, in which case we collect data related to the transaction, including order specifics, name, and address.

  • When you request color samples or samples of rugs.

  • When you establish any form of account with us.

  • When you interact with us on external social media platforms such as Facebook, Twitter, or Instagram.

  • When you reach out to us through any channel with inquiries, complaints, or other concerns.

  • When you ask a member of our team to send you information regarding a product or service via email.

  • When you schedule an appointment with us or register to attend an event.

  • When you participate in competitions or engage in promotions.

  • When you complete any forms available on our website.

  • When you choose to respond to any surveys we distribute.

  • When you authorize a third party to share your information with us.

4. Explanation of the legal bases relied upon

The data protection legislation outlines several justifications for a company to collect and process your personal information, which include:

Your consent

In certain instances, we will gather and process your personal data based on your consent. For instance, this occurs when you select a checkbox to subscribe to our email newsletter.

When we collect your personal data, we will clearly indicate which information is necessary for a specific service.

Contractual obligations

In specific situations, we may require your personal data to fulfill our contractual commitments.

For example, when you place an order for an item to be delivered to your address, we will collect your address information to facilitate the delivery and share it with our courier service.

Legitimate interest

In particular circumstances, we need your personal data to pursue our legitimate interests in a manner that can be reasonably anticipated as part of our business operations, without significantly affecting your rights, freedoms, or interests.

For example, we may utilize your purchase history to provide you with personalized offers or make them available to you.

Additionally, we analyze the purchasing patterns of our customers to identify trends, ensuring we can meet demand or develop new products and services.

We may also use your address to send you direct marketing materials via postal mail, informing you about products and services that may be of interest to you.

Legal compliance

If required by law, we may need to collect and process your data.

For instance, we may share information regarding individuals involved in fraudulent or criminal activities affecting Woven Floors with law enforcement agencies.

5. Personal data and how we use it

We aim to deliver an exceptional customer experience. To accomplish this, we integrate the information we have about you. This enables us to present promotions, products, and services that may align with your interests.

Data privacy legislation permits this practice as part of our legitimate interest in comprehending our customers and delivering effective services.

Should you wish to modify how we utilize your data, further information can be found in the ‘Your rights over your personal data’ section below.

If you have opted not to share your personal data with us or have declined certain communication permissions, we may be unable to fulfill the services you have requested. For instance, if you have asked us to notify you when specific products become available, we cannot do so if you have retracted your consent to be contacted.

Cookies

By accessing our website (via any device), you consent to the application of this cookie policy, in addition to any other applicable terms and conditions.

This website employs cookies, which may be subject to updates. Any modifications will be posted here and will take effect immediately. Your ongoing use of our websites and applications indicates your acceptance of these changes.

What is a Cookie?

Cookies are small files transmitted to and stored on your computer, smartphone, tablet, or other internet-accessing devices whenever you visit a website or utilize our applications.

Cookies help maintain the integrity of your browsing experience on a website and can also be utilized to personalize and enhance the individual customer experience.

Cookies do not compromise your computer's security in any way. You may continue to use this website without any loss of functionality if you choose to disable cookies on your device. However, enabling cookies is necessary for our website and applications to operate securely and effectively.

For more comprehensive information on cookies, please visit aboutcookies.org, which includes guidance on how to disable cookies.

How Cookies are used

This website employs cookies to track website traffic, enhance service quality, and provide you with additional features, including personalized service delivery.

To facilitate this, various types of cookies are utilized. While they function similarly, there are slight distinctions among them, which are detailed below.

Session Cookies

Session cookies are temporary and exist only during your visit; they are removed once you close your browser. These cookies are crucial for secure navigation on the site and enable the provision of fundamental functionalities.

Specifically, they maintain the security and integrity of your session, preventing unauthorized use and ensuring you remain signed in as you navigate between pages and manage your account.

Persistent Cookies

Persistent cookies remain on your device even after you close your browser, allowing us to remember your actions and preferences on the website.

This website utilizes persistent cookies to analyze customer interactions with our sites. These cookies assist us in understanding how customers access and utilize our sites, enabling us to enhance the overall online experience.

Analytics Cookies

Additionally, we implement analytics cookies to improve our websites for frequent visitors. This type of cookie provides insights into how individual users engage with our online services, allowing us to refine the overall service and products available to you.

How we utilize your data and the rationale behind it

We require your personal data to process orders placed through our website or via telephone with our representatives. If we are unable to collect your personal information during the checkout process, we cannot fulfill your order or meet our legal obligations.

For instance, your information may need to be shared with a third party, such as a courier, to deliver the product or service you ordered. We may retain your details for a reasonable duration afterward to fulfill any contractual obligations, including refunds and guarantees.

  • To respond to your queries, refund requests or complaints. Holding the information you have provided enables us to respond. We may also keep a log of these interactions to inform any future communication with us and to demonstrate how we have communicated with you throughout. We do this on the basis of our contractual obligations to you, our legal obligations and our legitimate interests in providing you with the best service and understanding how we can improve our service based on your experience.

  • To protect our business and your account from illegal activities. This includes using your personal data to maintain, update and safeguard your account. We may also monitor your browsing activity with us to quickly identify and resolve any problems and protect the integrity of our website. We do all of this as part of our legitimate interest.

  • When you log into our website, we verify your password and utilize software-based monitoring of IP addresses to detect potential fraudulent logins from unfamiliar locations.

  • Should we identify any criminal or suspected criminal activities through our security monitoring software, we will process this information to prevent or detect unlawful actions. Our objective is to safeguard the individuals we engage with from criminal threats.

  • With your permission, we will utilize your personal information, preferences, and transaction details to keep you updated via email, web, text, or telephone regarding relevant products and services, including customized special offers, discounts, promotions, events, and competitions.

  • We will also send you pertinent and personalized communications by post concerning updates, offers, services, and products, based on our legitimate business interests.

  • You have the option to opt out of receiving communications from us through any of these channels at any time.

  • Additionally, we will send you communications that are legally required or necessary to inform you about changes to the services we provide. This includes updates to our privacy policy, product recall notices, and legally mandated information related to your orders. These service messages will not contain promotional content and do not require prior consent when sent via email or text message. If we do not utilize your personal data for these purposes, we would be unable to fulfill our legal obligations.

  • To present the most engaging content on our websites, we may use data regarding your preferred products and/or employ cookies or similar technologies on your device.

  • For instance, we may display a list of items you have recently viewed or provide recommendations based on your purchase history and any other information you have shared with us.

  • We will manage any prize draws or competitions you participate in, relying on the consent you provided at the time of entry.

  • We aim to develop, test, and enhance the systems, services, and products we offer to you, which we will pursue based on our legitimate business interests.

  • For instance, we will log your browser's Session ID to gain insights when you provide online feedback regarding any issues you may encounter.

  • We will send you requests for surveys and feedback to assist in improving our services. These communications will not contain promotional material and do not require prior consent when delivered via email or text message. We have a legitimate interest in this practice, as it aids in making our products and services more pertinent to your needs.

  • You have the option to opt out of receiving these requests at any time.

  • To create a comprehensive understanding of your preferences and interests, we integrate data collected from Woven Floors, third-party sources, and publicly available lists, as outlined in the section 'Types of personal data we collect.' This is conducted based on our legitimate business interest.

  • By merging this data, we can enhance your experience and determine which content to present to you. Additionally, we utilize anonymized data from customer purchase histories to identify emerging trends.

6. Direct Marketing

We aim to present you with offers and promotions that align with your interests at specific times. To enhance our overall understanding of you as a customer, we integrate your personal data collected across Woven Floors, including your online shopping history. For this purpose, we may merge the data we gather directly from you with information obtained from third parties, provided you have consented to share that data with us, such as the Land Registry referenced earlier.

7. Types of personal data we collect

  • If you maintain an account with us, we collect order-related information, including your name, address, email address, telephone number, and specifics regarding any products you have purchased.

  • We also gather details of significant interactions with us, both online and offline. This includes pertinent information from our discussions, records of your purchases, usage of discount codes, the pages you navigate on our website, and the manner and timing of your communications with us.

  • We retain copies of documents you have submitted to verify your eligibility as a trade client, which may encompass your full name and address. Should you provide a driving license or passport, this data will also include your date of birth.

  • We take note of your purchasing preferences.

  • Information collected through cookies in your web browser is also part of our data gathering. More information regarding our use of cookies can be found on our website.

  • We collect personal details that assist us in recommending items that may interest you. For instance, if you share your room color or size, we may utilize this information to guide our suggestions. We will only request and utilize your personal data for the purpose of making recommendations and enhancing your shopping experience with us.

  • Any feedback and product reviews you provide are also recorded.

  • To ensure an optimal web experience, we collect technical information regarding your internet connection and web browser, as well as the country from which your computer is accessing our site, the web pages you view during your visit, the advertisements you engage with, and the search terms you used to locate our website.

  • If you engage with us via social media platforms such as Facebook or Twitter, we retain your social media username to facilitate our responses to your inquiries or comments.

8. How long we retain your personal data

Whenever we gather or handle your personal information, we will retain it solely for the duration necessary to fulfill the purpose for which it was obtained.

Upon the conclusion of the retention period, your personal information will be either completely deleted or anonymized, such as through aggregation with other data, allowing it to be utilized in a manner that does not identify individuals for analytical purposes.

Examples of retention periods for customer data include:

Orders

When you place an order, we will retain the personal information you provide indefinitely to meet our legal and contractual obligations. For further details, please refer to section 12 below, 'Your rights over your personal data.'

Warranties

If your order included a warranty, the relevant personal information will be retained until the warranty period expires.

9. How we secure your personal data

We understand the significance of data security to our clients; hence, we are committed to handling their information with utmost diligence and implementing necessary measures to safeguard it.

All sections of our website are secured through secure socket layers (SSL), indicated by ‘https’ in your web browser.

Your personal data is protected by password access, and sensitive information, including payment card details, is secured and tokenized to ensure its safety.

We consistently monitor our systems for possible vulnerabilities and threats, conducting regular assessments to provide the highest level of security.

10. Who we share personal data with

We occasionally share your personal information with reputable third parties.

This includes delivery couriers, installers who come to your residence, entities involved in fraud management, those addressing complaints, and partners assisting us in tailoring our offers to you, among others.

The following policy governs our interactions with these organizations to ensure the security of your data and the protection of your privacy:

We disclose only the information necessary for them to carry out their designated services.

They are permitted to utilize your data solely for the specific purposes outlined in our agreements with them.

We collaborate closely with these parties to guarantee that your privacy is consistently upheld and safeguarded.

Should we cease utilizing their services, any of your data in their possession will be either deleted or anonymized.

Examples of the types of third parties we engage with include:

Operational entities such as delivery couriers.

Direct marketing firms like Mailchimp, which we use to manage our electronic communications with you.

Google, which displays products that may interest you while you browse the internet, based on your marketing consent or acceptance of cookies on our websites. Further information regarding cookies can be found in section 6.

Data insight companies that help us maintain the accuracy and currency of your information.

When you place an order online using a credit or debit card, we securely transmit transactional details, including product information and personal data such as your card number, name, and address, to our third-party payment processors—Worldpay and PayPal—solely for the purpose of securely processing your transaction.

For fraud management purposes, we may share information regarding fraudulent or potentially fraudulent activities within our systems, which may involve disclosing data about individuals to law enforcement agencies.

Additionally, we may be obligated to provide your personal data to the police or other law enforcement, regulatory, or governmental bodies, either in your country of origin or elsewhere, upon receiving a valid request. Such requests are evaluated on a case-by-case basis, with careful consideration given to the privacy of our customers.

  • We may periodically expand, contract, or divest Woven Floors, which could entail the transfer of certain divisions or the entire business to new proprietors. In such instances, your personal data will be transferred to the new owner or controlling entity, as applicable, in accordance with this privacy policy.

    To improve your experience and tailor your journey on the Woven Floors website, we utilize third-party services that may process your personal data as part of their agreements with us. These services include:

Worldpay
Paypal
Mailchimp
Google
Twitter
Instagram
YouTube
Pinterest
Facebook

11. Your rights over your personal data

An outline of your various rights.

You are entitled to request the following:

Access to the personal data we maintain about you, which is generally provided at no cost.

The cessation of the use of your personal data for direct marketing purposes, whether through specific channels or all channels.

The correction of your personal data if it is found to be incorrect, outdated, or incomplete.

For instance, this applies when you withdraw your consent, object to processing, and we lack a legitimate overriding interest, or when the purpose for which we hold the data has concluded (such as the expiration of a warranty).

The termination of any processing of your personal data based on consent after you have retracted that consent.

A review by a sales representative of any decision made solely through automated processing of your data (i.e., where no human has evaluated the outcome and criteria for the decision).

You have the right to request a copy of any information pertaining to you that Woven Floors possesses at any time, and to have that information rectified if it is inaccurate. To request your information, please reach out to Data Protection, Woven Floors, 16 Hillway, London, United Kingdom, NW9 7LT, or email sales@wovenfloors.com. You may also update your online account or contact our customer service team for assistance.

If we decide not to fulfill your request, we will provide an explanation for our refusal.

Your right to withdraw consent

Whenever you have granted us permission to utilize your personal data, you retain the right to revoke that consent at any time.

When we rely on our legitimate interest

In instances where we process your personal data based on our legitimate interest, you may request that we cease such processing for reasons related to your individual circumstances. We are obliged to comply unless we can demonstrate a legitimate overriding reason to continue processing your personal data.

Direct marketing

You have the right to stop the use of your personal data for direct marketing activity through all channels, or selected channels. We must always comply with your request.

Checking your identity

To protect the confidentiality of your information, we will ask you to verify your identity before proceeding with any request you make under this privacy policy. If you have authorised a third party to submit a request on your behalf, we will ask them to prove they have your permission to act.

12. Where your personal data may be processed

At times, it may be necessary for us to disclose your personal information to third parties and suppliers located outside the European Economic Area (EEA), including the United States. This may include entities such as couriers.

International Orders

For customers residing outside the UK who place an order with us, we will transfer the personal data collected from you to Woven Floors in the UK.

All transfers of your personal data will comply with relevant legal requirements, and we will handle the information in accordance with the principles outlined in this privacy policy.

13. How you can stop the use of your personal data for marketing use

There are a few ways you can stop direct marketing communications from us:

  • Clicking the ‘unsubscribe’ link in any automated email communication that we send you. We will stop any further marketing emails.

  • Write to: Data Protection, Woven Floors, 16 Hillway, London, United Kingdoms, NW9 7LT.

  • Email sales@wovenfloors.com to ask for your information to be amended

  • Please note that you may continue to receive communications for a short time after modifying your preferences while our systems are updated.

14. How to contact the regulator

If you believe that your data has not been handled correctly, or you are unhappy with our response to any requests you have made to us regarding the use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office.

You can contact them by calling +44 (0)303 123 1113.

Or go online to www.ico.org.uk/concerns (opens in a new window; please note we cannot be responsible for the content of external websites)

If you are based outside the UK, you have the right to lodge your complaint with the relevant data protection regulator in your country of residence. Details can be found in Section 15 below

15. If you reside outside of the United Kingdom

For all non-UK customers

By using our services or providing your personal data to us, you expressly consent to the processing of your personal data by us or on our behalf. You still have the right to ask us not to process your data in certain ways, and if you do so, we will comply.

Sometimes we will need to transfer your personal data between countries to enable us to supply the goods or services you have requested. In the ordinary course of business, we may transfer your personal data from your country of residence to ourselves and to third parties located in the UK.

By dealing with us, you are giving your consent to this overseas use, transfer and disclosure of your personal data outside your country of residence for our ordinary business purposes.

This may occur because our information technology storage facilities and servers are located outside your country of residence, and could include storage of your personal data on servers in the UK.

We will ensure that adequate steps are taken to prevent third parties outside your country of residence using your personal data in any way that’s not set out in this privacy policy. We will also make sure we adequately protect the confidentiality and privacy of your personal data.

USA

To learn more about our cookies and website ‘track’ and ‘do not track’ practices please see cookies information above in section 6, 'How and why we collect and use your personal data'

Canada

As your data may be transferred to third parties outside Canada, local police or other enforcement, regulatory or Government bodies may have access to that data, with or without our knowledge.

The personal data we process may be accessed by people within Woven Floors, or by our third-party service providers, who require access for the purposes indicated in this privacy policy, or as may be permitted or required by applicable law. The personal data we collect is largely held in the UK.

If you feel that your data has not been handled correctly, or you are unhappy with our response to any requests you have made to us regarding the use of your personal information, you have the right to lodge a complaint with the Office of the Privacy Commissioner of Canada or in some Canadian provinces, your local Privacy Commissioner.

Australia

For the purposes of this privacy policy, ‘personal data’ means any information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether or not the information or opinion is true, and whether or not the information or opinion is recorded in a material form.

If you are in Australia you may submit any questions, comments or complaints to our UK-based Data Protection team who will come back to you within 30 days.

If you are contacting us to complain about an alleged breach of this privacy policy or our legal privacy obligations, please provide us with as much detail as possible in relation to your complaint.

We will take every privacy complaint seriously and assess it with the aim of resolving all issues quickly and efficiently. We’d be grateful for your cooperation with us during this process by providing us with any relevant information that we made need.

If we have not come back to you within 30 days, or you are not happy with the response that you have received, you may submit a complaint to the Office of the Australian Information Commissioner.

We are committed to keeping your personal information secure and will take all reasonable precautions to protect it from loss, misuse or unauthorised access or alteration. However, except to the extent liability cannot be excluded due to the operation of statute, we exclude all liability (including in negligence) for the consequences of any unauthorised access to, disclosure of, misuse of or loss or corruption of your personal information.

Nothing in this privacy policy restricts, excludes or modifies or purports to restrict, exclude or modify any statutory consumer rights under any applicable law including the Competition and Consumer Act 2010 (Cth).

Hong Kong

When you agree to receive direct marketing emails from us, we will send you promotions on products we sell at Woven Floors.

If you are in Hong Kong you may submit a complaint to our UK-based Data Protection team who will come back to you within 30 days. If we have not come back to you or you are not happy with the response that you receive, you may submit a complaint to the Office of the Privacy Commissioner for Personal Data.

South Korea, Malaysia, Singapore, Qatar

Terms used in this privacy policy shall have the meanings assigned to them by the Personal Data Protection Act 2010 (also known as the PDPA).

By placing an order with us, opening an account, browsing our website and/or agreeing to receive digital direct marketing communications, you agree that we may process your personal data as described in this privacy policy and our popup cookies notice, including for analytics and research into website use.

16. Additional questions

We hope that our privacy policy has been helpful in setting out the way we handle your personal data and your rights to control it.

If you have any questions that have not been covered here, please contact our Data protection controller who will be pleased to help you:

  • Email us at sales@wovenfloors.com

  • Write to us at: Data Protection, Woven Floors, 16 Hillway, London, United Kingdoms, NW9 7LT.