Free UK delivery over £75
14-day considered returns
Free UK delivery over £75
14-day considered returns
Legal
This Privacy Policy explains how ZHOMES collects and uses personal information when you visit https://zhomes.co.uk, place an order, contact us, subscribe to marketing, leave a review or visit our premises.
It also explains your rights and how to contact us about your information.
ZHOMES is responsible for the personal information it collects and uses for the purposes described in this policy.
For privacy enquiries or requests concerning your information, contact:
Email: info@zhomes.co.uk
Telephone: 0161 8509 887
Website: https://zhomes.co.uk
Please provide enough information for us to identify your enquiry. Do not send payment card details, passwords or unnecessary sensitive information.
Depending on how you interact with us, we collect the following information:
Contact details: Your name, email address, telephone number, billing address and delivery address.
Order information: Products purchased, quantities, prices, order references, delivery arrangements, purchase history and payment status.
Bespoke product information: Measurements, fabric and finish selections, specifications and related correspondence.
Payment information: Transaction references, payment method, payment status and limited payment details supplied by our payment providers. Full payment credentials are handled through the relevant payment service.
Account information: Account identifiers, saved addresses, order history and preferences where you create an account.
Customer service information: Emails, contact-form messages, correspondence, complaints, return requests, warranty enquiries and photographs or other evidence you provide.
Telephone recordings: Recordings of calls for staff training, including information discussed during those calls.
Delivery information: Delivery instructions, relevant access information, delivery status and proof of delivery received from our delivery partners.
Collection information: Your name and order number to identify and release your order. We do not routinely take copies of identification documents for collections.
Marketing preferences: Whether you have agreed to receive marketing, records of that consent and any withdrawal or objection.
Website information: IP address, browser and device information, pages visited, interactions, referral information and cookie or similar identifiers, depending on your choices and the technologies used.
Reviews: Review text, ratings and the name or display name associated with reviews submitted to our website.
CCTV information: Images and audio captured by CCTV at our premises.
Please avoid providing sensitive personal information unless it is necessary for your enquiry. If sensitive information is needed, we must identify an appropriate legal basis and any additional condition required by law.
We receive information directly from you when you place an order, create an account, contact us, subscribe to marketing, submit a review or visit our premises.
We also receive information from:
If you provide another person’s details, provide only what is necessary and ensure they know that their information will be used for the relevant order or delivery.
We use personal information only where we have an applicable lawful basis.
Orders, payments and delivery
We use the details needed to process purchases, arrange delivery or collection, communicate about orders and handle related requests.
Our lawful basis is performing our contract with you or taking steps at your request before entering into a contract. Where you are receiving goods ordered by someone else, we may rely on legitimate interests in fulfilling that order.
Returns, complaints and warranty enquiries
We use relevant order details, correspondence and evidence to investigate and resolve issues.
Our bases are contract, legal obligations and, where appropriate, legitimate interests in resolving disputes and maintaining service records.
Accounts and enquiries
We use information to provide account functions, answer enquiries and assist with purchases.
Our bases are contract or legitimate interests in providing customer service.
Accounting, tax and product safety
We retain and use relevant records to comply with applicable accounting, tax, consumer protection and product-safety requirements.
Our basis is legal obligation.
Security, fraud prevention and legal claims
We use relevant information to investigate suspected fraud, protect our systems and premises, and establish, exercise or defend legal claims.
Our bases are legitimate interests and legal obligation where applicable.
Telephone training
We record calls for staff training, relying on legitimate interests in improving customer service, subject to the recording being necessary and proportionate.
Marketing and advertising
We rely on consent for marketing emails and the consent-based tracking and advertising activities described below.
Website reviews
We use submitted reviews to share genuine customer feedback and help customers assess products, relying on legitimate interests.
Where we rely on legitimate interests, we must balance those interests against your rights and reasonable expectations. You may object to this processing.
Our available payment services include Stripe, PayPal, Klarna and Clearpay, together with supported card and digital-wallet options displayed at checkout.
The information processed depends on your chosen payment method. Providers may use information to process payments, prevent fraud, meet legal obligations and, where applicable, assess eligibility for credit.
Payment and finance providers may act independently for some of these purposes. Their own privacy notices explain their processing and any automated assessments.
We receive the information needed to identify transactions, confirm payment, manage orders and process refunds.
Please do not send full card numbers, security codes or banking passwords by email.
We share information needed to fulfil your order with delivery partners, including DX and LPD Home Delivery, and with suppliers or manufacturers dispatching products directly.
This may include:
These details allow them to arrange delivery, provide notifications, identify the consignment and resolve delivery issues.
We do not provide unrelated account information or marketing preferences simply because a provider is delivering an order.
We send promotional emails only where you have provided your email address and agreed to receive them.
Providing an email address for an order or enquiry does not, by itself, constitute agreement to marketing.
You can withdraw consent at any time by using the unsubscribe option in a marketing email or contacting info@zhomes.co.uk.
Withdrawal does not affect processing that took place lawfully before you withdrew.
You may still receive necessary non-promotional communications, including order confirmations, delivery updates, refund information and product-safety notices.
Consent to email marketing does not automatically authorise SMS, WhatsApp marketing or uploading your details to advertising platforms.
Our website uses cookies and similar technologies for functions such as the basket, checkout, account access and security.
We also use:
These services may process technical identifiers, page visits, device information and interactions. Session recordings can reconstruct browsing activity; they are different from a recording through your device’s camera or microphone.
Consent-based analytics, session recording and advertising technologies must remain inactive until you make the relevant choice.
You can accept, reject or manage optional technologies through the website’s cookie controls. Withdrawing consent applies to future consent-based activity and does not automatically erase information already lawfully collected.
We must configure tracking tools to avoid capturing passwords, payment credentials and unnecessary personal information.
Our cookie controls should provide details of the technologies in use, their purposes and relevant durations. Provider settings and privacy notices may offer additional controls over information they process independently.
We are considering using advertising-platform audience tools that match customer contact details with accounts on services such as Google or Meta.
Before beginning this activity, we will explain the relevant platforms, information shared and purposes, and obtain specific consent for customer-list matching.
Agreement to receive our newsletter will not, by itself, be treated as agreement to this activity.
Where introduced with your consent, matching may use your email address or another contact identifier to show relevant advertising or measure campaigns. Providers may convert identifiers into a hashed format for matching. Hashing does not make information anonymous.
You will be able to withdraw this consent by contacting info@zhomes.co.uk. We will then stop including your information in future uploads and take applicable steps to remove it from audiences we control.
Any introduction of this activity will be reflected in our privacy information and consent process.
We collect customer reviews on our own website.
The review, rating and associated display name may be publicly visible. Do not include addresses, telephone numbers, payment information or other private details in a public review.
We may moderate reviews to remove personal information, unlawful content, spam or material that breaches reasonable review rules. We do not remove reviews simply because they are negative.
We do not currently send customer details to an external review platform for review invitations.
Telephone calls are recorded for staff training.
Recordings may include your voice, contact details, order information and other information discussed during the call.
Callers must be informed about recording at the start of the call. If you do not wish to communicate through a recorded call, you can contact us by email instead.
Recordings must be accessible only to people who need them for the stated purpose or another lawful requirement. They must not be retained merely because storage is available.
CCTV at our premises captures images and audio. It is used for premises security and the protection of people and property.
Our proposed lawful basis is legitimate interests in security and incident investigation, subject to a documented assessment establishing that the recording is necessary and proportionate.
Audio recording is more intrusive than video recording. It must have a specific justification; general security purposes alone do not automatically justify continuous recording of conversations.
Clear notices must inform visitors that images and audio are recorded and explain how to contact ZHOMES.
Relevant recordings may be disclosed to police, insurers, legal advisers or other authorised recipients where necessary and lawful to investigate an incident or address a claim.
To request access to footage involving you, contact info@zhomes.co.uk with the approximate date, time and location. Access may require protection of other people’s information.
Retention is governed by the criteria in Section 15.
In addition to the providers described above, information may be shared where necessary with:
Providers acting on our instructions must be subject to appropriate data-processing terms. Some recipients, such as payment providers or professional advisers, may have their own independent legal responsibilities.
Details of relevant recipients can be requested using the contact information above.
Some technology, payment and advertising providers may process information outside the UK.
Where ZHOMES makes a restricted international transfer, an appropriate legal mechanism must be in place. Depending on the recipient and destination, this may involve UK adequacy regulations or approved contractual safeguards, together with any required assessment.
The applicable mechanism must be checked for the actual provider and transfer; the use of a well-known provider does not itself establish compliance.
Contact info@zhomes.co.uk for information about destinations and safeguards relevant to your information.
We do not apply one fixed retention period to every category of information.
Retention must be determined by the purpose for which the information is needed, applicable legal requirements and whether there is an outstanding matter requiring it to be preserved.
The relevant criteria are:
Information must not be retained indefinitely without a continuing justification. These criteria require periodic review and secure deletion or effective anonymisation when identifiable information is no longer needed.
Backup copies must also be managed under an appropriate retention and deletion process.
Depending on the circumstances, you may have the right to:
The right to object to direct marketing is absolute. Other rights may be subject to conditions or lawful exemptions.
To exercise a right, email info@zhomes.co.uk or telephone 0161 8509 887. You do not need to use particular legal terminology.
We may request information reasonably necessary to verify your identity and locate the relevant records.
We will respond without undue delay and within the applicable legal deadline, normally one month. Where the law permits an extension or other adjustment, we will explain this.
Requests are normally free. Any fee or refusal must have a lawful basis and will be explained.
Deletion is not automatic where information must still be retained for a legal obligation or another valid reason.
Analytics and advertising services may group visitors by browsing activity or interests to personalise advertising or measure its performance, subject to the relevant choices and legal requirements.
Payment and finance providers may also use automated fraud checks or eligibility assessments. Their privacy notices explain their decision-making and available safeguards.
If you believe a significant decision affecting your order has been made solely through automation, contact us. We will explain our involvement and address any applicable request for human intervention, representations or review.
We are responsible for applying technical and organisational safeguards appropriate to the information and risks involved.
These include appropriate access restrictions, secure account practices, protection of information in transit where applicable and suitable arrangements with service providers.
No system is completely secure. Please keep account credentials confidential and contact us promptly if you suspect unauthorised use.
Where a personal data breach occurs, we will make any notifications required by law.
Our website and purchasing services are intended for adults. Selling nursery furniture does not mean we need to collect personal information about children.
Please do not include children’s personal details or photographs in enquiries or reviews unless necessary and appropriate.
If you believe we have collected a child’s information inappropriately, contact us so we can investigate and take appropriate action.
If you have concerns about how ZHOMES handles personal information, contact:
Email: info@zhomes.co.uk
Telephone: 0161 8509 887
We will investigate and respond in accordance with applicable requirements.
You also have the right to complain to the Information Commissioner’s Office:
Website: https://ico.org.uk/make-a-complaint/
Telephone: 0303 123 1113
You do not need our permission to contact the ICO.
We may update this policy to reflect changes in our services, processing or legal obligations.
The current version will be published on this page with its revision date. Where necessary, we will provide additional notice or seek fresh consent before using information for a new purpose.
An update to this policy does not, by itself, authorise new processing or override your existing choices.
