Privacy Policy

1 Who we are

This privacy policy explains how Bankbond Limited (“we”, “us”, “our”), trading as FW Homestores, collects, uses and protects your personal information when you shop with us online at fwhomestores.co.uk, visit one of our showrooms, or otherwise interact with us.

We are registered in England and Wales under company number 05275061, with our registered office at 2 Howard Avenue, Barnstaple, EX32 8QA.

We are the “controller” of your personal data, which means we are responsible for deciding how it is used. We are registered with the Information Commissioner’s Office (ICO) under registration number ZA017435.

If you have any questions about this policy or your data, you can contact us at accounts@fwhomestores.co.uk.

2 The information we collect

We may collect and process the following types of personal information:

• Identity and contact details – your name, email address, telephone number, billing and delivery addresses.
• Order and account information – details of the products you buy, your order history, and any account you create with us.
• Payment information – processed securely by our payment providers. We do not store full card details on our systems.
• Communications – records of your contact with us, including emails, messages and customer service enquiries.
• Marketing preferences – whether you have consented to receive marketing from us.
• Technical and usage data – your IP address, device and browser information, and how you use our website. Some of this is collected through cookies and similar technologies (see section 6).
• In-store purchase information – details of purchases you make at our showrooms, including the products bought and, where you provide them, your contact details.

3 How we collect your information

We collect information:

• Directly from you – when you place an order, create an account, sign up to our newsletter, contact us, or make a purchase in one of our showrooms.
• Automatically – when you use our website, through cookies and similar technologies (only where you have consented to non-essential cookies).
• From third parties – such as our payment providers, delivery partners and, in limited cases, advertising and analytics providers.

You can browse our website anonymously; we only collect the information above when you choose to interact with us or where you have accepted the relevant cookies.

4 How we use your information and our lawful basis

Under UK data protection law, we must have a valid “lawful basis” for using your personal data. The table below sets out what we do with your data and the basis we rely on for each purpose.

Where our lawful basis is consent — such as marketing emails and the advertising activities described in section 5 — you can withdraw that consent at any time (see section 9). Withdrawing consent does not affect anything we did before you withdrew it.

5 Advertising, analytics and offline conversion matching

We advertise our products online, including through Google Ads. To understand how well our advertising works and to improve it, we use measurement tools that connect the adverts you see with purchases you go on to make. This section explains that activity in full, because it involves sharing some of your information with Google.

What this involves

When you sign up to our newsletter, create an account, or otherwise give us your details online, and where you have given consent, we may share your email address and/or telephone number with Google in a “hashed” (encrypted) form. Hashing turns your details into a scrambled code before they are sent, so they are not transmitted as readable text.

Google uses this hashed information to match your online activity with purchases you make — including purchases made in our physical showrooms — so that we can measure which of our adverts lead to sales. We upload records of our in-store sales to Google for this matching to take place. This helps us spend our advertising budget more effectively.

We also use Google’s analytics and advertising cookies to understand how visitors use our website and to show relevant adverts. These are only used where you have accepted advertising cookies.

Our lawful basis and your control

We rely on your consent for this activity. The tracking that sends your details to Google only operates if you accept advertising and marketing cookies through our cookie banner. If you decline, or later withdraw consent, we will not share your details with Google for this purpose.

Important limitations

This matching does not work for every sale, and it is deliberately limited. In particular:

• It only applies to customers who have given us their details online and consented to this use.
• Sales cannot be matched if they are more than 90 days old.
• The information shared is hashed, and Google is required to handle it in line with its own data protection obligations and customer data terms.

6 Cookies and similar technologies

We use cookies and similar technologies to run our website, understand how it is used, and support the advertising described in section 5. Some cookies are strictly necessary for the site to work and do not require consent. Others — including advertising and marketing cookies — are only used where you accept them.

When you first visit our website, our cookie banner lets you accept or decline non-essential cookies. You can change your choice at any time using the cookie settings on our website, where you can also see details of the specific cookies we use.

7 Who we share your information with

We do not sell your personal information. We share it only where necessary, with:

• Service providers who run our website and systems – including Shopify, which hosts our online store.
• Payment providers – who process your payments securely.
• Delivery partners – who deliver your order to you.
• Marketing and email providers – who help us send communications you have consented to.
• Advertising and analytics providers – including Google, as described in section 5, where you have consented.
• Professional advisers and authorities – such as accountants, or where we are required to share information by law.

All our providers are required to keep your information secure and to use it only for the purposes we have agreed with them.

8 Transfers outside the UK

Some of the providers we work with, including Google and Shopify, are based outside the UK or store data in other countries. Where your information is transferred outside the UK, we take steps to ensure it is protected to a standard consistent with UK data protection law, for example by relying on approved safeguards such as the UK’s international data transfer arrangements.

9 Your rights

Under UK data protection law you have the right to:

• Ask for a copy of the personal information we hold about you.
• Ask us to correct information that is wrong or incomplete.
• Ask us to delete your information in certain circumstances.
• Ask us to restrict or object to how we use your information.
• Ask us to transfer your information to another provider.
• Withdraw your consent at any time, where we rely on consent.

You can unsubscribe from marketing emails at any time using the link in any email, and you can change your cookie preferences using our cookie settings. To exercise any of your other rights, contact us at accounts@fwhomestores.co.uk. We will respond within one month.

10 How long we keep your information

We keep your personal information only for as long as we need it for the purposes set out in this policy, including to meet our legal, accounting and tax obligations. Order and transaction records are generally kept for the period required by law. Marketing data is kept until you unsubscribe or withdraw consent. Data shared for the advertising matching in section 5 is subject to the limits described there, including the 90-day matching window.

11 Keeping your information secure

We use appropriate technical and organisational measures to protect your personal information against loss, misuse and unauthorised access. Payment information is handled by our payment providers using secure, industry-standard processes.

12 Children

Our website and products are intended for adults. We do not knowingly collect personal information from children.

13 Changes to this policy

We may update this policy from time to time. When we make significant changes, we will update the date at the top of this page and, where appropriate, let you know.

14 How to contact us or make a complaint

If you have any questions about this policy, or wish to exercise your rights, please contact us at accounts@fwhomestores.co.uk or write to us at 2 Howard Avenue, Barnstaple, EX32 8QA.