Privacy policy and cookies

Privacy policy

Furniture Village Limited (“Furniture Village”, “we” or “us”) are committed to protecting your privacy.

Please note, this policy applies to Furniture Village Limited only. Please read through this policy carefully so that you know how and why we collect information about you, how you can contact us to access, rectify or object to your data being processed and what procedures we have in place to keep your personal data safe. By visiting our Website (www.furniturevillage.co.uk) you are accepting and consenting to the practices described in the policy.

Why do we collect your information?

Your privacy is important to us, therefore any information you give is confidential and will only be used to process your order and give you the best possible service.

Knowing more about you helps us to focus on what is most likely to interest and appeal to you.

The information we collect allows us to provide you with the most relevant offers such as money-off vouchers and rewards, for items you buy from us and for things you might be interested in buying in the future. We can also draw your attention to special offers linked to where you live, or promotions in stores near you by sending you relevant news, product information, special offers and details of events and competitions.

However, we’ll only do so when you tell us you’re happy to receive this information in accordance with your consent.

The types of information we collect

1) Information you give us. This is information that you share with us in a variety of ways.
a) This could be through our Website (placing an order, searching for a product, signing up for offers and news, submitting customer reviews, entering a competition or prize draw or creating or updating your account) or by corresponding with us by phone, email, social media or otherwise. This information may include personal details such as your name, email address, postal address and telephone number, personal description, photograph, your relevant passwords and preferred user names, contact details, account details, financial and credit card information, your preferences, interests and details of any complaints you may have and any other information provided by you.
b) Details of goods and services purchased. This is detailed information about what goods you have purchased whilst using our Website and the fulfilment of your orders, for example the time and date of purchase, the goods you purchase from us, delivery addresses you use and if paying by debit or credit cards your card details and card expiry date to complete your payment.
c) Correspondence. If you contact us, we may keep a record of that correspondence or call.
2) Information we collect about you. When you visit our Website we will automatically collect information from you:-
a) Website visit details. This includes but is not limited to when and how you access our Website, products you searched or viewed, HTTP protocol elements, search terms, length of visits of pages, page interaction, device ID, HTTP cookies, traffic data, location data, weblogs and other communication data. Much of this data is collected by cookies used on our Website, details of which are noted under the "Cookies" section of this privacy policy.
b) Technical information. We may collect your IP address, which is assigned to your computer when it’s connected to the Internet and operating system browser. We may collect other technical information such as your login information (where you set up an account with us), your browser type and version, time zone setting, browser plug in types and versions, and the operating systems you use.
3) Information we receive from other sources. This is information that we receive about you if you use another website we operate or the other services we provide. We will have informed you when we collected the data that we intend to share the data internally and combine it with data collected on this site. We will also have told you for what purpose we will share and combine your data. We are working with third parties (including or example, business partners, sub-contractors in technical, payment and delivery services, advertising networks, analytics providers, search information providers, credit reference agencies). We will notify you when we receive information about you from them and the purposes for which we intend to use that information.

Who does my information go to?

We may use any relevant information to contact you or pass it on to our trusted agents and sub-contractors to confirm your identity, validate and authorise transactions made by your debit or credit card and to process your order. You specifically authorise us to transmit information to or to obtain information about you from third parties for these purposes.

If you have submitted any information to us, you do so knowingly that this is subject to the data use as outlined in this privacy policy. And iIf for any reason we change our privacy policy, we will update these changes on this page so that you’re up-to-date with our current policy. Please remember that your continued use of the website constitutes your agreement to any of the above changes.

We endeavour to keep your information up-to-date but if your personal details change, please let us know so we can update your details.

Contact and communication

When you contact or correspond with us, we will keep your personal data private and securely stored until it is no longer required.

Privacy and our website

Our aim is to meet the terms of all UK national laws and requirements for your privacy as we’re fully committed to protecting your privacy for as long as you continue to use Furniture Village and our website (www.furniturevillage.co.uk).

The purpose of our privacy policy is to outline the obligations and requirements for those who use our website as well as Furniture Village as the owner of the website. We also address how our website processes, stores and protects user data and information.

How we use cookies

What is a cookie?

Cookies are small text files which track, save and store information. When you visit some web pages and there are interactions, information on these is saved on your personal computer or mobile or handheld device (this could be a smart phone or tablet). Cookies do not store personal information and do not harm your computer, mobile phone or device.

How do we use Cookies?

We use cookies to distinguish you from other users of our Website. This helps us to provide you with a good experience when you browse our Website and also allows us to improve our Website and tailor your browsing experience.

However, you will be given the option to allow or disallow the use of cookies when you visit the Website.

We collect information we feel is essential for you to use our Website efficiently and to improve services for you, for example:

1. for technical purposes necessary for the operation of the Website;
2. to allow a service to recognise your device – this means you don’t have to repeatedly provide the same information during a task;
3. to measure the number of people using our Website, to make sure there enough capacity for the Website to operate at speed;
4. to complete and support of current activity being undertaken by the user, for example previously viewed pages or products;
5. to monitor campaign success, for example promotions or competitions;
6. to support website and system administration, for example, tracking the number of website users for marketing purposes;
7. to remember pages viewed;
8. to monitor your journey around the website so that we can improve navigation and ease of access to popular pages; and
9. to remember items saved to your basket on a previous visit to the Website, including where the browser has been closed and a new session has begun.

If you’re not keen for your personal computer to accept cookies, or simply want to delete any existing cookies, please refer to the instructions under your file management software to locate the file or directory that stores the cookies. However, if use your browser settings to block all cookies (including essential cookies) you may not be able to access all parts of our Website and your browsing experience will change – it may become less interactive, less personal to you, contain more error messages and certain sections may not work at all. Further information and guidance on cookies and how you can manage your browser settings can be found by accessing the following links:

allaboutcookies.org
ICO.org cookies

Types of cookies used

Our Website uses the following types of cookie (each cookie is unique with its own specific lifetime):

1. First Party Session cookies – these short lifetime cookies are set directly by us and may only last until you close your browser. They allow our Website to link your actions during a browser session so we can store certain information while you are browsing the website.
2. First Party Persistent cookies – these cookies have a longer lifetime. They are set directly by us and enable our Website to recognise you when you return to us. They are stored on your device in between browser sessions and allow your preferences or actions across our site (or in some cases across different websites) to be remembered.
3. Third Party cookies – Third party cookies are not set by Furniture Village but are instead set by a third party. Online advertising is a common example where third party cookies are used.

List of cookies that we use

The following is a list of cookies that we frequently use. From time to time we may use other cookies on an ad-hoc basis and we may update the following list as we update our processes.

Furniture Village cookies

Cookie name Cookie purpose

Allowing our web servers to respond to your actions for example log-in, add to basket, registration and browsing. Remembering search settings, showing recently visited pages and products. Providing security. Displaying personalised or relevant content such as browsing, registration & log-in and add to basket. Remembering your search settings and showing you products/pages that you have recently visited. These cookies help to provide security using the website and display relevant and sometimes personalised content.

Collecting visitor data. Including new and existing visitors, number of visitors, whether computers or people. Tracking visitor information such as previously visited websites and websites visited within a session, and referring pages. Visitor country information so that specific country content can be served where appropriate.

These cookies are vital to the operation of the Website and last a length of time between a single session duration and 6 months.

Enabling the function of Google Analytics software. Google Analytics helps in the collection and analysis of visitor information such as browser usage, new visitor numbers, response to marketing activity and shopping times. That information helps us to improve both the website and your shopping experience. It also helps us to make sure that our marketing is relevant to you and other users.

Data stored by these cookies can only be seen by the relevant teams at Furniture Village and Google. This cookie never shows any confidential information and will not store, save or collect any personal information. For more information, you can find Google’s full privacy policy here: http://www.google.com/privacy.html

Storing of location using Country, IP address, longitude and latitude values.

Third party cookies

Cookie name Cookie purpose

Furniture Village advertises on 3rd party websites. Bright Analytics cookies allow us, and our advertisers, to see which advertisements you click on and interact with. This helps us to determine which of our advertisements are most effective and also which are not relevant to your needs and interests. Each individual advertiser uses its own tracking cookies and the data taken is not confidential or interchangeable. Our advertisers include Affiliate Window, DoubleClick for Search for paid advertising on search engines and DoubleClick Bid Manager for banner advertising.

DoubleClick is a technology business owned by Google that delivers online advertising for Furniture Village and enables us to tailor advertising which is most relevant to you. We use DoubleClick Adserving technology to deliver online advertising. When an advert is delivered on a website page or in an app, DoubleClick drops a cookie that records aspects of your behaviour on the website or within the app i.e. the time and ate you saw an advert. What browser, website or app you were on. Also, because IP address is recorded it can make a good guests on the country, region, town/city you viewed the ad from. DoubleClick cookies contain non-personally identifiable information.

The Furniture Village Website displays maps using Google maps. These particular cookies, provided by Google, capture visitor preferences when viewing pages with Google maps. This information helps to tailor the functionality, allows Google Maps to functionally operate and improve the experience for our customers.

Enabling you to share product and content from the Furniture Village website on third party social networks. These cookies allow us to analyse where and how often this content is shared.

Enabling you to share product and content from the Furniture Village website on third party social networks. These cookies allow us to analyse where and how often this content is shared.

This allows Furniture Village to study and analyse customer journeys to improve the website customer experience.

Adestra is an email management service. Furniture Village uses Adestra to send our customers news and updates by email, which customers often sign up for. These particular cookies let us see which emails, content and links you have read or clicked on, and what you have bought as a result of our email campaigns. We can then determine which emails are the most relevant to and useful for shoppers and which of our campaigns are most effective.

Lotame is a Data Management Platform. It help us collect and organise information from a variety of sources, including websites, mobile applications, online advertising campaigns. We use this to better engage consumers based on their interests. Interest based advertising is the practice of delivering relevant content and advertising to people based on their interests, activities, and behaviours. Lotame cookies contain non-personaly identifieable information. This helps serve targeted content to users across devices and improve the effectiveness of online advertising.

Website optimisation and testing

We continually work to improve our website by testing new and improved layouts and experiences. This tool allows us to control which experience you see at any given time. We currently use Monetate to enable this online at www.furniturevillage.co.uk

Online Advertising

The purpose of our online advertising is to provide you with relevant products, based on the sort of products you are viewing on our Website or those of our products that you view through our advertising agencies/networks on other selected websites. The adverts you see may draw your attention to alternative colours and styles or products from other categories relevant to your browsing history. The technology behind these adverts depends on cookies and device IDs. We may share the data collected by each of the types of cookies described in this privacy policy with third party service providers who serve ads on our behalf. For information on how you can block third party cookies used for this purpose, see "How do we use Cookies" section.

Other cookies may be stored to your computer’s hard drive by external vendors when our website uses referral programs, sponsored links or adverts. These cookies are used for conversion and referral tracking however most expire after 30 days, though some may take longer. Please remember, your personal information is not stored, saved or collected.

Where we store your personal data

Any personal details we have collected about you are kept securely and in accordance with the Data Protection Act 1998. Therefore, we will never sell or disclose your information to third parties, shared companies for any other purposes than described in this policy or for legal reasons (e.g. to comply with a legal process).

The information which we collect about you will be stored on the following servers depending upon which of Websites and Services you are accessing:

• www.furniturevillage.co.uk; fully PCI compliant cloud based hosting.
• Enterprise Resource Planning; a business-wide order processing system; hosted in the UK on Furniture Village secure servers.
• Customer Relationship Management; a system used for contacting customers; hosted in the UK on secure servers.

Unfortunately, the transmission of information via the internet is not completely secure and although we do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our Website; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

We use information held about you:
1. to help you to use the Furniture Village website, to improve your experience of using the Website, to administer and monitor our Website and to improve our Website;
2. to personalise our Website to you and the things you may like, dislike or be interested in;
3. to ensure that we present the content on the Website in the most effective manner for your and other users;
4. to provide you with information, products or services that you request from us or which may interest you, where you have consented to be contacted for such purposes. To personalise these communications to you and your likes and dislikes;
5. to meet our obligations arising from any contracts entered into between yourself and us;
6. to notify you promptly about changes to our goods and / or services;
7. to process your payments for goods and services to enable you to shop with us online and in-store;
8. to check that you have (or are likely to have) the means to pay us for any products you order from us over the internet or in store.
9. to keep accurate records of purchases, sales or other transactions to ensure that the requisite payments and deliveries are made, or services provided in respect of those transactions, and to make financial or management forecasts to assist us in conducting our business activities (Furniture Village does not hold or take payment details, this is all undertaken by a 3rd party payment gateway);
10. where you have specifically consented to be contacted for such purposes, to allow us to send you direct marketing by telephone, post or email about special offers and current or new products that you may be interested in, and to monitor the success of such campaigns and promotions;
11. to allow us to contact you in relation to competitions and prize draws, to process your entries to our competitions/prize draws and to fulfil our obligation under our competition/ prize draw terms and conditions;
12. for the purpose of advertising or marketing our goods and services, our business itself and for public relations promotions in connection with our business, goods and services. This may require us to disclose your personal details to Furniture Village agents or subcontractors in accordance with how we use your data. However, we do not sell or pass your data on to third parties for their marketing purposes;
13. to analyse sales processed through the Website and specific products which have been frequently viewed on the Website for marketing and business development purposes;
14. to respond to any questions, suggestions or complaints you have raised with us or any social media posts, or any comments you make directly to us or in the public domain; and
15. to carry out administrative tasks and research and statistical analysis for customer surveys and research;
16. to ensure that the Furniture Village adverts you see on different websites are more relevant to you, we’ll now provide some anonymous information about you and your shopping habits to the organisations who place our online advertising. We gather this information from your Email activity, website cookies and other similar technologies. It is then combined with data from other internet users to create audience profiles consisting of particular interests and characteristics. These audience profiles are used by our online advertisers to serve you adverts relevant to you and your interests.
17. to gather statistics about how you and other people use our website and mobile apps, in-store WIFI networks and what you think of our advertisements, special offers, news, products and product information, competitions, sponsored events, social media and other content and services. We then analyse all this data to see if what we do is interesting to people and meets their needs, or if they should be improved, and if so, what changes would be most beneficial both for our customers and for us;
18. to monitor how people use our websites and mobile apps to see if they are being abused or threatened, for example, by internet trolls posting inappropriate comments in review areas or by would-be hackers looking to undermine our security;
19. to protect you and our business from any other potentially criminal behaviour, including identity theft and fraud;
20. to help us maintain administrative and statutory records about our business so we can better understand what we’ve sold, and how, when, where and at what price, and pay our taxes;
21. to enable us (and our third-party service providers) to plan and manage our day-to-day business as effectively as possible, for example, to predict the possible sales volumes of a particular product so we can make doubly sure that we have sufficient stocks to meet the likely demand;
22. to help us conduct focused market research based on trends and common factors, so we can further improve the products and services we offer to all our customers;
23. to see if the money we spend on marketing and advertising across all media represents good value for us or not;
24. to provide you with after-sales services in accordance with your product guarantees. Please refer to your Customer Handbook which is sent to you on the purchase of goods from Furniture Village which details these guarantees;
25. to provide you with appropriate after-sales services in accordance with purchased protection plans. Please refer to the documentation provided by Valspar on the services provided as part of a purchased Guardsman policy.

Email newsletter

Every so often, we like to send you an email newsletter informing you about products and services. You can subscribe at your own discretion when you first register with Furniture Village.

• All email subscriptions are in order with the UK Spam Laws detailed in the Privacy and Electronic Communications Regulations 2003.
• Your personal details relating to subscriptions are kept secure and private in accordance with the Data Protection Act 1998.
• We will never sell your personal details to third parties, shared companies or anyone outside of Furniture Village and its agents/subcontractors.
• If you would like a copy of your personal information from our email newsletter programme you can write to the Furniture Village requesting access.
• Our email marketing campaigns may contain tracking facilities where activity is stored on our database for future analysis and evaluation. Tracked activity may include; opening emails, forwarding emails, clicking on links within the email, times, dates and frequency of activity. We only use this information to improve and tailor the emails we send.
• If you have been a customer since 2003, you can unsubscribe at any time in accordance with the UK Spam Laws and the Privacy and Electronic Communications Regulations. This process is detailed at the footer of each email. If your un-subscription doesn’t automatically show, we will give you clear instructions on how to unsubscribe.
• We can’t guarantee or verify the contents of any external linked website despite our best efforts. However, if you do click on external links, we won’t be held liable for any damages or implications caused by visiting any external links.

Social media platforms

Any communication, engagement and action on social media are subject to the terms and conditions and privacy policies held from each social media platform. In order to protect your own privacy and personal details, we advise that you use social media sites wisely. Other than to contact you regarding a specific query or complaint in which case we may request your name, order number and telephone number via Social Media. Otherwise, we will never ask for your private personal information via social media platforms. However, if you want to discuss your private personal details, we’re more than happy to help via telephone or email.

We may use social sharing buttons to share content directly from web pages to social media platforms. Please note, that you are using social sharing buttons at your own discretion and these social media platforms may be tracked to save requests and to share a web page through your social media account. Find out more about terms linked to uploading or sharing content with Furniture Village.

If you have any views or queries about our website and privacy policy, please don't hesitate to contact us.

How Long Do We Keep Your Information For?

To make sure we meet our legal data protection and privacy obligations, we only hold on to your information for as long as we actually need them for the purposed we acquired them in the first place (as set out previously).

In most cases, this means we will keep your information for as long as you continue to shop with us or use our services, and for a period time afterwards if you stop doing so, to see if we can persuade you to come back to us.

We may also keep information for legal or regulatory reasons e.g. we may keep contractual documents for 6 years.

Disclosure of your information

We may disclose information about you to law enforcement officials in the investigation of any alleged unlawful activities by you. We may also be required to disclose information to a court or regulatory body when required to do so by law.

We may also share your information with our service providers (to help manage the Website and provide services, including, marketing and market research, processing online purchases, delivery companies and our designers and manufacturers) and with any person or organisation (and their advisers) who might take over the services provided by the Website to allow them to prepare for taking over (after that, we may also allow that person or organisation to use and share your information on the same basis as us).

If you make a post on the Website, we may share your username, and any information you include in your post with other users of the Website or in our marketing materials, for example this would include any posts or comments which you make via on Website's blog or any similar post or comment.

Your rights

You have the right to ask us not the process your personal data for marketing purposes. We will usually inform you (before collecting your data) if we intend to use your data for such purposes or if we intend to disclose your information to any third party for such purposes. You can exercise your right to prevent such processing by ticking certain boxes on the forms we use to collect your data.

You can also ask us to stop using your personal data for marketing at any time by using one of the methods detailed below.

You may ask us to stop sending you postal correspondence that we believe may be of interest to you by contacting us using the details provided in the 'Contact Us' section below.

Should you wish us to stop sending you email correspondence, please click 'unsubscribe' on the most recently received email. In the event that you continue to receive email correspondence from us after selecting the 'unsubscribe' option, please contact us using the contact details provided in the 'Contact Us' section below.

Should you wish us to stop sending you mobile SMS correspondence, please see the STOP details in each text message.

Where you ask us to stop sending you correspondence through either our postal mailing list or our email mailing list we shall take reasonable steps to remove your details from both our postal and email mailing lists. However, in the event that you continue to receive correspondence through one of these mailing lists, please contact us using the contact details provided in the 'Contact Us' section below.

The Website may, from time to time, contain links to and from other websites (for example, YouTube, social media sites such as Facebook and Twitter). If you follow a link to any of these other websites, please note that these websites have their own privacy and cookie policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

Access to information

You have the right to request a copy of personal information that we hold about you. To do this, simply write to the Data Controller using the contact details at the bottom of this policy. We may charge you a reasonable fee, not exceeding the statutory maximum, to meet our costs in providing you with details of the information we hold about you.

Should we be prevented from disclosing your personal information, reasons will be given for the refusal. We may also request that you provide further information and identification to enable your request to be processed.

If you believe that any information we hold about you is incorrect or incomplete, please contact us using the contact details provided in the 'Contact Us' section below. We will thereafter correct any information found to be incorrect. You can find detailed information about your rights under the Data Protection legislation on the UK Information Commissioner's website: http://www.ico.org.uk

Changes to our privacy policy

We may change this policy from time to time. Any changes we may make to our privacy and cookie policy in the future will be posted on our Website. That way you can check to see if you are happy with our policy before proceeding further. Entering our Website will constitute acceptance, whether or not you choose to review these changes. Please look out for notices in future when you are using our Website.

Contact Us

If you need to contact us for any reason regarding this policy, including the collection and / or use of your personal data, or as otherwise indicated in any section of this policy, our contact details are as follows:

• Address: Data Controller, Customer Care team, Unit 3, Badgers Rise, Marston Gate, Rigmont, Bedford MK43 0YL
• Email: csc@furniturevillage.co.uk