Privacy & Cookies
银河沙巴体育We promise that we will collect, use, process and store your data properly and securely. We will:
- Use and maintain your personal data in accordance with all applicable legal requirements
- Inform you about what data we collect about you and how we use it
- Ensure that the privacy of your data is maintained
- Honour your legal rights in respect of personal data which we hold
银河沙巴体育We will not sell your data or transfer it outside of the Dunelm Group to anyone to use for their own marketing purposes.
Who is responsible for your data?
We are part of a corporate group of companies (“our Group”), which includes Dunelm Group plc (a company registered in England and Wales with registration no 4708277 and registered office at Store Support Centre, Watermead Business Park, Syston, Leicester, LE7 1AD).
Personal data we collect about you
银河沙巴体育We collect some personal data from you, for example when you register on our website or buy products from us, when you agree to receive e-receipts, when you use our website, enter competitions or sign up to receive our newsletter, when you visit our stores, buy our goods, use our services or contact us. We may also receive your personal data from our suppliers who provide services to you on our behalf (for example when you provide feedback on our goods or services).
银河沙巴体育For more information on the parties who may share your personal data with us, please see below:
Categories of data we collect
银河沙巴体育We may collect and process the following categories of information about you:
Your name and surname and your account details银河沙巴体育(email address, telephone number and postal address, date of birth, password, your interests, preferences, feedback and survey responses, your location).
- When you create an account on our website
- When you order products for home delivery
- When you enter a competition or sign up to receive our newsletter
- When you elect to receive e-receipts
- When you are shopping in our stores
- When you send us feedback or enter a review on a third party site
Information about your order and any products and services that you buy from us. This information may include your payment card details.
- When you buy products or services from us, or contact us in respect of your purchase.
Information about your health, if you have a medical condition.
- If you have an accident in our premises and we record this in our accident records. Also if you make a legal claim against us.
CCTV pictures of you
- When you visit one of our stores or one of our other sites.
The communications银河沙巴体育 you exchange with us (for example, your emails, letters, calls, or your messages on our online chat service). We may record telephone conversations when you contact us by telephone.
- When you contact Dunelm or you are contacted by Dunelm
Your posts and messages on social media银河沙巴体育 directed to Dunelm
- When you interact with us on social media
- When you reply to our requests for feedback or participate in our customer surveys
Information about what you buy in our stores, and how you use our website
- When you navigate on our website
Sensitive personal data
银河沙巴体育In the course of providing products and services to you, or when you visit our stores, we may collect information that could reveal your racial or ethnic origin, physical or mental health, religious beliefs or alleged commission or conviction of criminal offences. Such information is considered “sensitive personal data” under data protection laws. We only collect this information where you have given your explicit consent, it is necessary, or you have deliberately made it public.
Our websites are not intended for children (aged below 16). If we collect data relating to children (for example names, dates of birth, photographs) we will always ask for consent from an adult over the age of 18.
How and why we use your personal data
银河沙巴体育We use your personal data for the following purposes:
To manage your purchases and provide our services to you
When you visit our stores or order goods or services from us, we use your information to process appointment bookings, complete your order, to process your payment, to deliver goods to you, to process returns and refunds, and to deal with any queries you have.
Legal basis for this use: To fulfil our contractual obligations.
To communicate with you and manage our relationship with you
Occasionally we may need to contact you by email and/or telephone /SMS for administrative or operational reasons, for example in order to send you confirmation of your order bookings and your payments, to inform you about delivery of your order, or to advise of delays, or to provide you with policy updates or details of product recalls.
Please be aware that these communications are not made for marketing purposes and as such, you will continue to receive them even if you opt-out from receiving marketing communications.
银河沙巴体育We will also use your personal data if we contact you after you have sent us a request, filled in a web-form through our website or contacted us on social media.
银河沙巴体育We may also use it to verify your identity or for other security reasons.
银河沙巴体育Legal basis for this use: To fulfil our contractual obligations.
银河沙巴体育Your opinion is very important to us, so we may send you an email or SMS to seek your feedback.
We will use the communications you exchange with us and the feedback you may provide in order to manage our relationship with you as our customer and to improve our services and experiences for customers.
银河沙巴体育Legal basis for this use: For our legitimate interests, to improve our goods and services to you and other customers.
To personalise and improve your customer experience
We may use your personal data in order to tailor our services to your needs and preferences and to provide you with a personalised customer experience. To do so, we use software and other technology (automated processing). For example, we may collect information on how you use our website, which pages of our website you visit most, which products you search for and what products you buy, in order to understand what you like. We may use this information to tailor the content and offers that you see on our website and, if you have agreed to receiving marketing communications, to send you relevant messages that we think you like.
If you are in the process of placing an order under your account and you leave our website before your order has been placed, we may contact you in order to help you easily complete your order.
Legal basis for this use: For our legitimate interests, to improve our goods and services for you and other customers. You may opt out of receiving marketing communications at any time.
To inform you about our news and offers that you may like
银河沙巴体育If you are happy to receive marketing communications, we will provide you with news from us such as new products and services that you may be interested in or offers that you may like. This may include information about products and services from any of our brands ( eg Dunelm, Dorma). Please note that we do not share your contact details and other personal data with other companies so that they can market their own products and services to you.
Web Banner Advertising
Legal basis for this use: For our legitimate interests, to improve the goods and services that we offer to you.
To improve our services, fulfil our administrative purposes and protect our business interests
银河沙巴体育The business purposes for which we will use your information include accounting, billing and audit, credit or other payment card verification, fraud screening, safety, security and legal purposes, systems testing, colleague training, maintenance and development.
Legal basis for this use: For our legitimate interest, to ensure the proper administration, security and safety of our business for ourselves and our customers; to make our business more efficient; to improve the goods and services which we offer to our customers.
To comply with our legal obligations, for example, our obligation to provide your information to government or law enforcement agencies, or to maintain records of our business transactions.
Legal basis for this use: to comply with our legal obligations
To combat fraud, for the detection or prevention of crime, or to protect our legal rights,银河沙巴体育 for example we may use CCTV images to help us or enforcement authorities to identify individuals who have broken the law, or to pursue our legal rights or defend ourselves against legal or regulatory action.
Legal basis for this use: where relevant, to comply with our legal obligations. In other circumstances: to protect our legitimate interests in pursuing our legal rights or defending ourselves against legal or regulatory action.
Your rights in respect of your personal data
Lawful bases for processing data
- We will only collect and process personal data about you where we have a lawful reason to do so (referred to below as “lawful bases”). Lawful bases include:
- Where we need to process your data to enter into or perform our contract with you – for example to process a card payment or deliver goods to you.
- Where necessary for us to comply with a legal obligation – for example if we are required to disclose your data by a court order.
- Where needed to protect our vital interests, or that of a third party – for example if you have an accident in store and we have to call the emergency services and disclose your name and medical details.
- Where we have a legitimate interest to do so, and these interests are not overridden by your interests or fundamental rights and freedoms. For example, we may process your personal data to:
- Protect you, us, or others from threats (such as security threats or fraud)
- Enable or administer our business, such as for quality control, consolidated reporting, and customer service
- Send you news and information about our products and services that may interest you (you can opt out of this at any time)
- Help us to provide a better service to you, or tailor the products that we send you information about (you can opt out of receiving marketing information at any time)
- Provide colleague training
- Understand and improve our business or customer relationships generally
- Manage corporate transactions, such as mergers or acquisitions.
银河沙巴体育Where you have given your consent - you may withdraw your consent at any time.
银河沙巴体育You have a right to request access to the personal data that we hold about you. This could include information relating to purchases you have made or orders which you have placed with us via our website or in store.
If you would like to request a copy of your personal data, please contact us in writing at:
Dunelm – DU.DataRequest@Dunelm.com
银河沙巴体育If any of the personal data that we hold about you is incorrect, you have a right to request that we correct this. If you have an online account with us you can easily change your personal details by managing the preferences in your account. Alternatively, to notify us of any corrections please contact us at:
Dunelm – DU.DataRequest@Dunelm.com
Erasure / objection
You have a right to request us to erase any data that we hold about you, or to object to our use and processing of your data. If the only lawful basis on which we can process your personal data is that you have given your consent , we are obliged to comply with your request. In other circumstances we may need to continue to hold and process your data (for example where needed for safety, security or legal purposes, or to protect our legitimate interests). If this is the case, we will notify you of the reason.
银河沙巴体育If you would like to exercise this right please contact us at:
Dunelm – DU.DataRequest@Dunelm.com
Request a portable copy of your personal data
You have the right to request a portable copy of any personal data which you have provided to us. This applies if
- The lawful basis on which we are processing your data is either that you have given your consent, or that we need to use the data to comply with our contract with you (for example to deliver goods to you); and
- We are processing your personal data by automated means.
If you would like to exercise this right please contact us at:
Dunelm – DU.DataRequest@Dunelm.com
If you wish to exercise any of the rights above, you may need to provide proof of your identification and further information to help us to process your request.
Questions and complaints
If you have questions in relation to your personal data, please contact us at:
Dunelm – DU.DataRequest@Dunelm.com
If you are not happy with how we have managed your personal data, please give us the chance to put it right, by contacting us at:
Dunelm – DU.DataRequest@Dunelm.com
If you feel we have not resolved your complaint, you have the right to lodge a complaint with the Information Commissioner’s Office. Further information, including contact details, is available at .
How to opt out of receiving marketing communications
We would like to stay in touch with you, to send you news and offers about products that you may like.
银河沙巴体育If you would prefer not to receive these from us, you can easily opt out by clicking on the relevant unsubscribe link at the bottom of any marketing related email you may receive from us.
Alternatively, you can also contact our Customer Service team and express your preference to not receive marketing communications by using the “Contact us” form at :
Dunelm – DU.DataRequest@Dunelm.com
Your request may take a few days to process.
Cookies or other tracking technologies
银河沙巴体育Cookies are small pieces of information stored by your browser on your computer's hard drive. They enable you to navigate on our website and allow us to provide features such as remembering aspects of your last search to make subsequent searches faster. You can delete cookies if you wish; while certain cookies are necessary for viewing and navigating on our website, most of the features will be still accessible without cookies.
In order to improve our services, to provide you with more relevant content and to analyse how visitors use our website, we may use technologies, such as cookies, pixels or tracking software. Please be aware that in most cases we will not be able to identify you from the information we collect using these technologies.
For example, we use software to monitor customer purchase patterns and website usage to help us develop the design and layout of the website in order to enhance the experience of the visitors to our website. This software does not enable us to collect any personal data. In addition, in order to understand how our customers interact with the emails and the content that we send, we use pixels that allow us to know if the emails we send are opened.
Our cookies policy
银河沙巴体育Making full use of the online shopping and personalised features of Dunelm.com, your computer, tablet or mobile phone will need to accept cookies, this way we can provide you with certain personalised features of our website by using them.
银河沙巴体育Our cookies don't store your name, address or payment details: they simply hold the 'key' that, once you're signed in, is associated with this information. However, you can restrict, block or delete cookies from Dunelm.com, or any other website for that matter, your browser can do this. Each browser is different, so check the 'Help' menu of your particular browser (or your mobile phone's handset manual) to learn how to change your cookie preferences.
We do have relationships with selected and monitored suppliers who may also set cookies during your visit to show you different products and services based on what you have shown an interest in. If you'd like to opt out, please go to the . You'll find information about 3rd party cookies further down.
Third party cookies
You may notice some cookies that aren't related to Dunelm. If you go on to a web page that contains embedded content, for example from YouTube, you may be sent cookies from these websites. We don't control these cookies, so we suggest you check the third-party websites for more information about their cookies and how to manage them.
- Partner: Awin
Purpose: Awin is a global affiliate network that brings together over 100,000 contributing publishers and 6,000 advertisers. An Awin Cookie will be used by affiliate window when you purchase from us through another site. To opt out see http://www.networkadvertising.org/choices
- Partner: Bazaarvoice
银河沙巴体育Purpose: BazaarVoice manages and moderates all product review submissions.
- Partner: Bidswatch
- Partner: Bing
- Partner: ContentSquare
银河沙巴体育Purpose: ContentSquare is a solution which aggregates usage and frequency data to improve user experience. Statistics created are anonymous. To be excluded from this monitoring, please click here.
You can see more information via www.contentsquare.com/privacy-policy/
- Partner: Coremetrics
Purpose: Coremetrics provides reports on the activity of visitors on Dunelm.com. The insights that we gain from the these reports help us improve the customer experience.
- Partner: Criteo
银河沙巴体育Purpose: Criteo is a personalised retargeting advertising company to display personalised online display advertising following a visit to Dunelm.com To opt out see http://www.networkadvertising.org/choices/
- Partner: Digital Window
- Partner: DoubleClick Spotlight
银河沙巴体育Purpose: Google's program to allow us to control the time and location of where online ads appear.
- Partner: Facebook
- Partner: Google
- Partner: Hotjar Script
Purpose: Hotjar allows us to see how vistors are really using our website by collecting feedback from journeys, forms and polls.
- Partner: Kenshoo HD
Purpose: Anonymous tracking of users who engage our adverts and/or website. They may collect the time and date of the engagement, Details about the device, operation system and browser used by the User, The URL of the landing page of the Customer Website, The URL of the referring website and The search term used by the User to reach the Customer Website To opt out see http://match.xg4ken.com/services/fb/optout
- Partner: Monetate
银河沙巴体育Purpose: Monetate builds and runs A/B and multivariate tests aswel as personalised content that can target segments of customers.
- Partner: Pinterest
- Partner: Qubit
Purpose: A tag management solution to aid the maintenance of all these third party cookies.
- Partner: Rich Relevance
Purpose: Rich Relevance offers personalised shopping experiences and product recommendations based on learned behaviours from all visitors.
- Partner: Twitter
- Partner: Ve Interactive
银河沙巴体育Purpose: Creates personalised experiences for customers
银河沙巴体育If cookies aren't enabled on your computer, it will mean that your shopping experience on our website will be limited to browsing, it also means you won't be able to add products to your basket and buy them.
To enable cookies
If you're not sure of the type and version of web browser you use to access the Internet:
For PCs: select 'Help' at the top of your browser window and click the 'About' option
For Macs:银河沙巴体育 with the browser window open, select the Apple menu and click the 'About' option
How to check cookies are enabled for PCs
1. Select 'Tools' at the top of your browser window and select Options
2. Select the 'Under the Hood' tab, locate the 'Privacy' section, and select the 'Content settings' button
3. Now select 'Allow local data to be set'
Microsoft Internet Explorer 6.0, 7.0, 8.0, 9.0, 10 & 11
银河沙巴体育1. Select 'Tools' at the top of your browser window and click 'Internet options' , then select on the 'Privacy' tab
银河沙巴体育2. Ensure that your Privacy level is set to Medium or lower, which will enable cookies in your browser
3. Settings above Medium will disable cookies
1. Select 'Tools' at the top of your browser window and click Options
2. Then click the Privacy icon
3. Select Cookies, then click 'allow sites to set cookies'
1. Select the Cog icon at the top of your browser window and select the 'Preferences' option
2. Select 'Security', check the option that says 'Block third-party and advertising cookies'
3. Click 'Save'
How to check cookies are enabled for MACs
Microsoft Internet Explorer 5.0 on OSX
1. Select 'Explorer' at the top of your browser window and click 'Preferences'
银河沙巴体育2. Scroll down until you see 'Cookies' under Receiving Files
3. Select the 'Never Ask' option
Safari on OSX
1. Select 'Safari' at the top of your browser window and select the 'Preferences' option
银河沙巴体育2. Select 'Security' then 'Accept cookies'
3. Click the 'Only from site you navigate to'
Mozilla and Netscape on OSX
1. Click on 'Mozilla' or 'Netscape' at the top of your browser window and select the 'Preferences' option
2. Scroll down until you see cookies under 'Privacy & Security'
3. Select 'Enable cookies for the originating web site only'
1. Click on 'Menu' at the top of your browser window and select 'Settings'
2. Then select 'Preferences', select the 'Advanced' tab
银河沙巴体育3. Then select 'Accept cookies' option
All other browsers
银河沙巴体育Please consult your online help files or supporting documentation.
Further information about cookies
银河沙巴体育To learn more on cookies and how to manage them, click .
Banner advertising on other websites
银河沙巴体育Banner advertising is designed to provide you with a selection of products based on what you've been viewing on Dunelm.com, which are presented to you by our agency when you visit other selected websites. The adverts may highlight alternative products as well as ones from other categories relevant to your browsing history. These adverts are based on cookies.
银河沙巴体育The data contained in the cookie used in these adverts is completely anonymous and doesn't contain any of your personal details.
Disabling these adverts
We would like to continue to display content that's relevant to you; however, you can choose to opt out of this type of advertising permanently by following this . Please note though, that if you delete your cookies too, we'll no longer know that you've opted out, so the banners from Struq will reappear when you visit other selected websites.
Our site uses the most advanced security software currently available for online transactions, find out more.
Security of your personal data
We are committed to taking appropriate technical and organisational measures to protect your personal data against unauthorised or unlawful processing and against accidental loss, destruction or damage. When you provide your personal data through our website, this information is transmitted across the internet securely.
Dunelm adheres to high security standards in order to protect your payment card details when you are sending us this information.
Sharing your personal data
银河沙巴体育Your personal data may be shared with other companies within our Group. It may also be disclosed to a third party who acquires us, a member of our Group or substantially all of our assets.
银河沙巴体育We may also share some of your personal data with, or obtain your personal data from, the following categories of third parties:
Government authorities, law enforcement bodies and regulators when this is necessary to process an order or a request from you, or for legal or security purposes, or as required by law.
Courts, tribunals, legal advisors and / or insurers in order to comply with银河沙巴体育 our legal obligations; exercise our legal rights (for example in court cases); enable the prevention, detection, investigation of crime or prosecution of offenders; and protect our employees, customers and other third parties.
Suppliers providing services to us in order to help us run our business and improve our services and your customer experience.银河沙巴体育 For example we may share your personal data with:
- suppliers who deliver goods directly to you, or service providers who pack and deliver goods to you.
- companies who help us get your feedback on our services
- companies who provide security and monitoring services in our stores and on our websites
- companies who help us improve our business by analysing how customers shop when they visit our websites, or to enable them to contact you to ask you to review your purchase on their website
- companies who send our marketing communications to you on our behalf
- Google/Facebook and other digital media providers to show you advertising that might interest you while you’re browsing the internet, in apps and on websites.
- External parties hold some of the data which is stored by us.
We select very carefully our suppliers who process your personal data on our behalf and require that they comply with high security standards for the protection of your personal data, including deletion of your data when our relationship with them ends.
Credit and debit card companies and payment processors 银河沙巴体育 Dunelm shares some of your personal data, which includes information about your method of payment, with the credit or debit card company that issued the card you used to make your purchase and with third parties who process payments on our behalf. In order to ensure the security of your transactions and prevent or detect fraudulent transactions, we may also share your information with our fraud screening partner.
Other companies within our corporate group 银河沙巴体育for administrative reasons connected with any of the above purposes.
How long we keep your data
银河沙巴体育We only keep your data for as long as we need it, and no longer than required by law. After that we will delete it, or anonymise it so that you can no longer be identified from it.
Some examples are set out below:
CCTV - 28 days (unless retained for security or legal reasons)
Order details - 7 years, to comply with legal and contractual obligations
This policy was last updated in May 2018.
Dunelm – DU.DataRequest@Dunelm.com