Carpetright Privacy Notice

At Carpetright, your privacy is of the utmost importance to us and we are committed to safeguarding our user's privacy whilst providing a personalised and valuable service. When we use the terms "we," "us" or "our," we are referring to Carpetright.

CWHP Limited is registered in England and Wales (15841702) and our registered office is 1A Spur Road, Orpington, Kent, BR6 0PH.

This privacy notice covers the services provided by our website and when we capture personal data from customers and potential customers within a store environment. We will always treat your personal information as confidential and in accordance with applicable data protection legislation. The purpose of this statement is to inform people what information is collected about you when you visit our site or visit our stores, how the information is used, if it is disclosed and the ways we protect your privacy. By visiting and submitting information via our site, you are accepting and consenting to the practices described in this statement.

What information do we collect about you and how do we use it?

When we collect data

How we use your data

How long we retain data

Confidentiality and security

Access to your information and correction

How to contact us

In order to provide you with the best possible service, we sometimes need to collect information about you. We only ask for information that we have a reason for and will only use this information for the reason it was intended.

We collect information about you in a number of ways, including but not limited to; when you register with us, request a home visit, book appointments, request samples, ordering or reserving products online, sign up to our newsletter, enter competitions or claim discounts. In store, we may collect your information if you request a quote, discount, place an order for products, samples, or services.

The law on data protection sets out a number of different reasons for which a company may collect and process your personal data, including:

Consent:

In specific situations, we can collect and process your data with your consent. For example, when you tick a box to receive email newsletters. When collecting your personal data, we'll always make clear to you which data is necessary in connection with a particular service.

Contractual obligations

In certain circumstances, we need your personal data to comply with our contractual obligations. For example, if you order an item from us for home delivery, we'll collect your address details to deliver your purchase, and pass them to our courier.

Legal compliance

If the law requires us to, we may need to collect and process your data. For example, we can pass on details of people involved in preventing fraud or other criminal activity.

Legitimate interest

In specific situations, we require your data to pursue our legitimate interests in a way which might reasonably be expected as part of running our business and which does not materially impact your rights, freedom, or interests. For example, we will use your purchase history to send you or make available personalised offers. We may also send you direct marketing emails when you shop with us and do not choose to opt out - this is often called a 'soft opt in'

We may also combine the shopping history of many customers to identify trends and ensure we can keep up with demand or develop new products/services.

We may also use your address details to send you direct marketing information by post, telling you about products and services that we think might interest you.

With your consent, or when you shop with us and do not choose to opt out from receiving our emails ('soft opt in') we may use your personal data, preferences and details of your transactions to keep you informed by email, web, text, telephone and through our contact centres about relevant products and services including tailored special offers, discounts, promotions, events, competitions and so on.

We collect data for a number of reasons both on our website and in store.

We may collect any or all of this information to help deliver our goods and services

Name and address: this is collected for delivery and fitting of your goods.

Email address: to be as green as possible, we like to email you your invoices, but we also like to keep you informed of the status of your order (this is optional, and we'll always provide a printed copy if you'd prefer).

Telephone numbers: we try to call to let you know when we're coming, and to get in contact with you about your order or enquiry. We will not call you for anything else.

Contact us form

We will collect the following:

Name: - So we know what to call you

Postcode: - To help us identify your nearest store

Email address: - So we can contact you or provide you with further information.

Telephone number: To allow us to call you if you prefer this method

Order Samples

We collect the following:

Your full name: - So we know what to call you.

Your address:  - So that we can post the samples

Email address: - So we can contact you or provide you with further information.

Telephone number: - So we can get in contact with you if needed.

Appointments (including Home Visits, Store Appointments, Video Appointments and Measure Appointments)

We collect the following:

Postcode: - To help us identify your nearest store

Your full name: - So we know what to call you.

Your address:  - So that we attend an appointment, deliver goods purchased and in relation to payments.

Email address: - So we can contact you or provide you with further information.

Telephone number: - So we can get in contact with you

Online Orders (including Reservations)

We collect the following:

Postcode: - To help us identify your nearest store

Your full name: - So we know what to call you.

Your address:  - So that we deliver goods purchased and in relation to payments.

Email address: - So we can contact you or provide you with further information.

Telephone number: - So we can get in contact with you

We would like to send you information about products and services of ours. You have the right to stop us from contacting you for marketing purposes, and if you no longer wish to be contacted for marketing purposes, please utilise the respective unsubscribe mechanic or email [email protected].

We want to bring you offers and promotions that are most relevant to your interests at particular times. To help us form a better, overall understanding of you as a customer, we may combine your personal data with data that we obtain from third parties to whom you have given your consent to pass that data onto us.

We sometimes share your personal data with trusted third parties. For example, delivery couriers, technicians visiting your home, for fraud management, online webchat, to handle complaints, to help us personalise our offers to you.

We provide only the information they need to perform their specific services.

They may only use your data for the exact purposes we specify in our contract with them.

If we stop using their services, any of your data held by them will either be deleted or anonymised.

These may include:

Companies who support our website and other business systems.

Marketing suppliers who help us manage our electronic communications with you.

Google and/or Facebook to show you products that might interest you while you're browsing the internet. This is based on either your marketing consent or your acceptance of cookies on our websites.

Data insight companies to ensure your details are up to date and accurate.

To help personalise your journey through our website we currently use the following companies, who will process your personal data as part of their contracts with us:

Doubleclick

Adobe Analytics

Google

Twitter

Instagram

YouTube

Pinterest

Facebook

Quantcast

Third parties

To help us improve our products and services, we'll also send you to a link to take part in a 3rd party survey with Trustpilot and Survey Monkey. This is completely optional, and you can check their terms and conditions before continuing.

We offer Interest Free Credit through our selected partners. If you choose to use this, we need more information in order to process this request and pass to the bank. We don't store any of this personal information on our systems but do pass it to them for processing. We'll take you through their terms and conditions.

CCTV

We may capture personal data when you use our car parks and shops operated for the security of both customers and staff. These systems may record your image during your visit.

Cookies

We currently use a range of cookies to help our site functionality and to make our communications and marketing more effective. Full details are listed in out Cookie Policy

Whenever we collect or process your personal data, we'll only keep it for as long as is necessary for the purpose for which it was collected.

At the end of that retention period, your data will either be deleted completely or anonymised, for example by aggregation with other data so that it can be used in a non-identifiable way for statistical analysis and business planning.

Some examples of customer data retention periods:

Orders

When you place an order, we'll keep the personal data you give us for ten years so we can comply with our legal and contractual obligations.

Warranties

If your order included a warranty, the associated personal data will be kept until the end of the warranty period or a minimum of ten years.

Enquiries and estimates

If you request samples, get an estimate or have a home visit we will keep your data for ten years.

Here at Carpetright, the confidentiality of your information is of paramount concern to us. All personal data is collected and held in accordance with current UK and where appropriate European legislation.

You have the right to request a copy of the information that we hold about you. If you would like a copy of your personal data, please email [email protected] or write to us at the following address:

My Info Request, 1A Spur Road, Orpington, Kent, BR6 0PH.

We want to make sure that your personal data is accurate and up to date. You may ask us to correct or remove information you think is inaccurate.

You also have the right to be forgotten. If you would like us to start the process of removing your data, please let us know using the above details.

Changes to our privacy policy

We may change this privacy policy statement at any time, and such changes take immediate effect. Any changes we make to our policy in the future will be posted on this page and, where appropriate, notified by email or via a notification on our site.

Contact

Please don't hesitate to get in contact with us about our privacy policy, information we hold about you or if you have a complaint.

You can email us at: [email protected]

Or you can write to us at: My Info, Carpetright: 1A Spur Road, Orpington Kent, BR6 0PH

Please also use the above contact information if you have any queries on:

Restricting processing

Data portability

Any contact will be dealt with by the appropriate GDPR Officer. Within Carpetright, the individual responsible and accountable for GDPR is the Chief Information Officer. This person can be contacted at [email protected]

This privacy policy is valid from March 2024