Privacy Policy

Last updated: 13 August 2026

Decor Express Ltd respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains what personal information we collect, why we collect it, how we use and share it, how long we keep it, and the rights you have in relation to your personal information.

This policy applies when you:

  • visit or use www.decor-express.co.uk;

  • place an order with us online, by telephone, by email or in store;

  • create or use a customer account;

  • contact our customer service team;

  • sign up to receive marketing communications;

  • make a return, complaint or claim;

  • apply for or use a trade or credit account; or

  • otherwise interact with Decor Express Ltd.

1. Who We Are

Decor Express Ltd is the data controller responsible for the personal information described in this Privacy Policy.

Company name: Decor Express Ltd
Company number: 09036246
Registered address: 44–48 Lavender Hill, London, SW11 5RH
VAT number: 194 087 774
ICO registration reference: ZA300801

You can contact us about privacy or data protection matters at:

Email: sales@decor-express.co.uk
Telephone: 020 7228 1122
Post: Decor Express Ltd, 44–48 Lavender Hill, London, SW11 5RH

2. What Personal Information We Collect

The information we collect depends on how you interact with us.

We may collect the following categories of personal information.

Identity Information

This may include:

  • your name;

  • username or customer account details;

  • company or trading name; and

  • age or date-of-birth information where reasonably necessary in connection with age-restricted products.

Contact Information

This may include:

  • billing address;

  • delivery address;

  • email address;

  • telephone or mobile number; and

  • other contact information you provide to us.

Order and Transaction Information

This may include:

  • products purchased;

  • order number;

  • order value;

  • payment status;

  • delivery and collection information;

  • purchase history;

  • returns;

  • refunds;

  • claims; and

  • communications relating to an order.

Payment Information

Payments are processed using third-party payment providers.

We do not normally receive or store your complete payment card details. We may receive information such as:

  • payment confirmation;

  • payment method;

  • transaction reference;

  • payment status; and

  • limited payment information required to identify or manage a transaction.

The payment provider processing your payment may collect and process additional information in accordance with its own privacy policy.

Account Information

If you create an online account or hold a trade or credit account with us, we may hold information including:

  • account login information;

  • contact details;

  • company details;

  • order history;

  • account preferences;

  • account status; and

  • information reasonably required to administer the account.

Customer Service and Communications

We may keep information you provide when you:

  • email us;

  • telephone us;

  • contact us through our website;

  • make an enquiry;

  • request product advice;

  • report a delivery problem;

  • submit a return;

  • make a complaint; or

  • communicate with us through another customer service channel.

This may include copies of messages, photographs, videos, documents or other evidence that you send to us.

Marketing Information

We may collect information about:

  • whether you have agreed to receive marketing;

  • your marketing preferences;

  • whether you have opened or interacted with marketing communications where such tracking is permitted; and

  • whether you have unsubscribed or objected to marketing.

Technical and Website Information

When you use our website, we and our service providers may collect information including:

  • IP address;

  • device type;

  • browser type and version;

  • operating system;

  • approximate location derived from technical information;

  • pages viewed;

  • products viewed;

  • referring website or source;

  • interactions with our website;

  • session information; and

  • cookie and similar technology identifiers.

Please see the Cookies and Similar Technologies section below for more information.

3. How We Collect Your Personal Information

We may collect personal information:

Directly From You

For example, when you:

  • place an order;

  • create an account;

  • contact us;

  • visit one of our stores;

  • request a quote;

  • make a payment;

  • join our mailing list;

  • request a return or refund;

  • submit a complaint; or

  • apply for an account.

Automatically

Certain technical information may be collected automatically when you interact with our website using cookies, pixels and similar technologies.

From Service Providers and Other Organisations

We may receive information from organisations that help us provide our services, such as:

  • payment providers;

  • delivery and courier companies;

  • ecommerce and website providers;

  • fraud prevention providers;

  • analytics providers; and

  • other service providers involved in processing an order or providing our website.

From Another Customer

A customer may occasionally provide another person's details to us, for example where an order is being delivered to another recipient.

Where you provide another person's personal information to us, you should ensure that you are entitled to provide that information.

4. Why We Use Your Personal Information

We must have a lawful reason for processing your personal information.

Depending on the circumstances, we may rely on one or more of the following lawful bases:

  • Contract – where processing is necessary to enter into or perform a contract with you;

  • Legal obligation – where we need to process information to comply with a legal requirement;

  • Legitimate interests – where processing is necessary for our legitimate business interests or those of a third party and those interests are not overridden by your rights and interests; and

  • Consent – where you have given us permission to process information for a particular purpose.

5. How We Use Your Personal Information

Processing and Fulfilling Orders

We use information such as your name, address, contact details and order information to:

  • process your order;

  • take or confirm payment;

  • prepare products;

  • arrange delivery;

  • provide Click & Collect;

  • send order confirmations;

  • provide tracking information;

  • manage refunds and returns; and

  • communicate with you about your purchase.

Our lawful basis is normally performance of a contract.

Customer Service

We use your information to:

  • answer enquiries;

  • provide product information;

  • deal with delivery problems;

  • investigate missing or damaged orders;

  • manage complaints;

  • process returns;

  • deal with warranty or product issues; and

  • provide after-sales support.

Depending on the circumstances, our lawful basis may be performance of a contract, legal obligation or our legitimate interests in providing effective customer service and managing our business.

Managing Customer and Trade Accounts

We may process your personal information to:

  • create and maintain your account;

  • manage account access;

  • maintain transaction records;

  • manage trade or credit arrangements;

  • communicate about your account; and

  • protect accounts from unauthorised use.

Our lawful basis may be performance of a contract, legal obligation or our legitimate interests in administering and protecting our business.

Accounting, Tax and Legal Requirements

We may use and retain order, transaction and account information where necessary to:

  • maintain accounting records;

  • comply with tax requirements;

  • respond to legal claims;

  • comply with regulatory obligations; and

  • establish, exercise or defend our legal rights.

Our lawful basis is normally legal obligation and/or our legitimate interests.

Preventing Fraud and Protecting Our Business

We and our service providers may process information to:

  • verify transactions;

  • detect suspicious activity;

  • prevent fraud;

  • protect customer accounts;

  • protect our website and systems; and

  • investigate misuse or security incidents.

Our lawful basis is generally our legitimate interests in protecting our customers, business and systems and, where applicable, compliance with a legal obligation.

Improving Our Website and Services

We may use website and customer information to:

  • understand how customers use our website;

  • identify website problems;

  • improve navigation and usability;

  • understand product demand;

  • analyse business performance; and

  • improve our products and services.

Depending on the activity, we may rely on our legitimate interests or your consent, particularly where cookies or similar technologies require consent.

6. Marketing Communications

We may send you information about Decor Express products, offers, promotions and services where we are permitted to do so.

This may be because:

  • you have specifically consented to receive marketing; or

  • applicable electronic marketing rules allow us to contact you as an existing customer about similar products or services.

Where required, we will provide you with an opportunity to opt out when your details are collected.

Every marketing email we send will include a way to unsubscribe.

You can also opt out at any time by contacting:

sales@decor-express.co.uk

Opting out of marketing does not prevent us from sending essential service communications relating to an order, payment, delivery, return, account or other transaction with us.

7. Marketing Preferences and Suppression Records

If you unsubscribe from marketing, we may retain limited information, such as your email address, on a suppression list.

We retain this information so that we can remember your preference and avoid sending you marketing communications that you have asked not to receive.

This information is not used to continue marketing to you.

8. Cookies and Similar Technologies

Our website uses cookies and similar technologies.

Cookies are small data files that may be stored on your device when you visit a website.

We may use cookies and similar technologies for purposes including:

  • keeping the website functioning;

  • remembering items in your basket;

  • maintaining your session;

  • remembering preferences;

  • protecting the website from fraud and misuse;

  • measuring website performance;

  • understanding how visitors use the website; and

  • measuring or personalising advertising where permitted.

Strictly Necessary Cookies

Some cookies are necessary for our website and ecommerce functions to operate correctly.

These may be used without consent where permitted by law.

Analytics and Other Non-Essential Cookies

Where consent is required, analytics, advertising or other non-essential cookies will not be used until you have made the appropriate choice through our cookie consent controls.

We use website analytics services, which may include Google Analytics, to help us understand website usage and performance.

Managing Your Cookie Preferences

You can manage your available cookie choices using the cookie settings or consent controls provided on our website.

You can also control cookies through your browser settings.

Blocking certain cookies may affect some features of the website.

Because the cookies and technologies used on our website may change as our website and service providers change, up-to-date information about specific cookies should be available through our website's cookie consent or preference tool where applicable.

9. Who We Share Personal Information With

We do not sell your personal information.

We may share personal information where reasonably necessary with organisations that help us operate our business and provide our services.

These may include:

Ecommerce and Website Providers

Our online store is operated using Shopify.

Shopify and related service providers may process information necessary to operate our website, customer accounts, checkout and online orders.

Payment Providers

We may share transaction information with payment providers and financial institutions where necessary to process payments, refunds, prevent fraud or deal with payment disputes.

Couriers and Delivery Companies

We share information such as your:

  • name;

  • delivery address;

  • telephone number;

  • email address; and

  • delivery instructions

with delivery providers where necessary to fulfil and manage your delivery.

IT and Technology Providers

We may use third-party providers for:

  • website hosting and ecommerce;

  • email;

  • security;

  • customer communications;

  • business software;

  • data storage; and

  • technical support.

Analytics and Advertising Providers

Where permitted, we may share or allow collection of relevant technical and usage information by analytics, measurement and advertising service providers.

Non-essential tracking technologies will be used in accordance with applicable cookie and electronic communications rules.

Professional Advisers

We may share information where reasonably necessary with:

  • accountants;

  • auditors;

  • insurers;

  • legal advisers; and

  • other professional advisers.

Government, Regulators and Law Enforcement

We may disclose information where required or permitted by law, including in response to:

  • legal obligations;

  • court orders;

  • regulatory requirements;

  • tax authorities;

  • law enforcement requests; or

  • legal proceedings.

Business Reorganisation

If Decor Express is involved in a sale, merger, restructuring, financing or transfer of all or part of the business, relevant personal information may be disclosed to professional advisers and potential or actual purchasers where appropriate and subject to suitable protections.

10. Shopify and Third-Party Services

Our website is hosted and operated using services provided by Shopify.

As part of providing ecommerce services, information relating to customers and website visitors may be processed by Shopify and its service providers.

Other third parties used by Decor Express, including payment, delivery, analytics and technology providers, may process personal information under their own privacy policies where they act as independent data controllers.

We encourage you to review the privacy information made available by relevant providers if you would like further information about how they independently use personal information.

11. International Transfers

Some of the service providers we use may process or store personal information outside the United Kingdom.

This means your information may sometimes be transferred internationally.

Where a transfer of personal information is subject to UK data protection transfer restrictions, we take steps designed to ensure an appropriate level of protection is in place.

Depending on the destination and service provider, this may include:

  • UK adequacy regulations;

  • approved contractual safeguards, such as the UK International Data Transfer Agreement or applicable UK Addendum; or

  • another lawful transfer mechanism permitted under UK data protection law.

We do not assume that personal information is processed exclusively in the UK or European Economic Area.

You may contact us if you would like further information about the safeguards relevant to a particular transfer.

12. How Long We Keep Personal Information

We do not keep personal information for longer than reasonably necessary for the purpose for which it was collected.

The period will depend on:

  • why the information was collected;

  • whether we have an ongoing relationship with you;

  • accounting and tax requirements;

  • warranty, returns or claims requirements;

  • applicable legal limitation periods;

  • fraud prevention and security requirements; and

  • whether information is required for an ongoing complaint, dispute or legal claim.

For example, order, invoice and transaction information may need to be retained for a number of years to meet accounting, tax and legal obligations.

Marketing information is retained while you remain subscribed or while we are otherwise permitted to send marketing. We may retain limited suppression information after you unsubscribe so that we can respect your preference.

Where personal information is no longer required, we will delete it, anonymise it or otherwise securely dispose of it where appropriate.

13. How We Protect Your Personal Information

We take appropriate technical and organisational measures designed to protect personal information against:

  • unauthorised access;

  • accidental loss;

  • alteration;

  • disclosure;

  • destruction; and

  • misuse.

We also seek to limit access to personal information to employees, contractors and service providers who reasonably need access for legitimate business purposes.

No internet service or electronic storage system can be guaranteed to be completely secure. However, we take reasonable steps to protect the personal information under our control and regularly consider the security measures appropriate to our business.

14. Your Data Protection Rights

Depending on the circumstances, UK data protection law may give you rights in relation to your personal information.

These may include:

The Right to Be Informed

You have the right to receive clear information about how we use your personal information.

This Privacy Policy is intended to provide that information.

The Right of Access

You can ask us whether we hold personal information about you and request a copy of that information.

This is commonly known as a Subject Access Request.

The Right to Rectification

You can ask us to correct personal information that is inaccurate or complete information that is incomplete.

The Right to Erasure

In certain circumstances, you can ask us to delete personal information.

This right is not absolute, and we may need to retain information where we have a lawful reason or legal obligation to do so.

The Right to Restrict Processing

In certain circumstances, you can ask us to restrict how we use your personal information.

The Right to Object

You may have the right to object to processing based on legitimate interests.

You have the right to object to the use of your personal information for direct marketing at any time.

The Right to Data Portability

In certain circumstances, you may have the right to receive personal information you provided to us in a structured, commonly used and machine-readable format or ask for it to be transmitted to another organisation.

Rights Relating to Automated Decision-Making

You may have rights in relation to certain decisions made solely by automated means which produce legal or similarly significant effects.

Decor Express does not generally make decisions about customers producing legal or similarly significant effects based solely on automated processing.

Payment, fraud prevention or other service providers may use automated systems as part of their own services.

15. Exercising Your Rights

You can exercise your data protection rights by contacting:

Email: sales@decor-express.co.uk
Telephone: 020 7228 1122
Post: Decor Express Ltd, 44–48 Lavender Hill, London, SW11 5RH

Please tell us:

  • your name;

  • how we can contact you;

  • what right you wish to exercise; and

  • any information that may help us locate the relevant records.

We may need to request information to confirm your identity before releasing or changing personal information.

We will not normally charge a fee for exercising your data protection rights.

We will respond within the timeframe required by applicable data protection law and will let you know if additional time is lawfully required.

16. Data Protection Complaints

If you have concerns about the way Decor Express has collected, used, shared or protected your personal information, you can make a data protection complaint directly to us.

You can complain by:

Email: sales@decor-express.co.uk
Telephone: 020 7228 1122
Post: Decor Express Ltd, 44–48 Lavender Hill, London, SW11 5RH

Please include:

  • your name and contact details;

  • a description of your concern;

  • any relevant order or account number; and

  • any supporting information that may help us investigate.

We will acknowledge a data protection complaint within 30 days of receiving it, unless we have already resolved the complaint and provided an outcome within that period.

We will take appropriate steps to investigate the complaint without undue delay, keep you informed where appropriate and explain the outcome of our investigation.

We may need to ask you for further information or proof of identity where reasonably necessary to investigate the complaint.

17. Complaining to the Information Commissioner's Office

If you are unhappy with how we have handled your personal information or our response to a data protection complaint, you also have the right to complain to the Information Commissioner's Office (ICO), the UK's independent data protection regulator.

We would appreciate the opportunity to investigate and resolve your concern directly first, but this does not affect your right to contact the ICO.

Information about making a complaint is available on the ICO's website.

18. Direct Marketing Objections

You can ask us to stop using your personal information for direct marketing at any time.

The easiest way to stop receiving marketing emails is to use the unsubscribe link contained in the message.

Alternatively, contact:

sales@decor-express.co.uk

We will action your request and may retain limited suppression information so that we can ensure your marketing preference continues to be respected.

19. Links to Other Websites

Our website may contain links to websites operated by third parties.

Decor Express is not responsible for how those third-party websites collect or use personal information.

If you follow a link to another website, we recommend reviewing its privacy information before providing personal information.

20. Children's Personal Information

Our products and website are not specifically directed at children.

We do not knowingly seek to collect personal information from children except where reasonably necessary and lawful, for example in connection with applicable age-verification requirements.

If you believe that a child has provided personal information to us inappropriately, please contact us.

21. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect:

  • changes to our business;

  • changes to the services we use;

  • changes to our website;

  • changes in data protection law or regulatory guidance; or

  • improvements to the way we explain our privacy practices.

When we make changes, we will publish the updated version on our website and change the Last updated date at the top of this page.

Where a change is particularly significant and it is appropriate to do so, we may provide additional notice.

22. Contact Us

If you have any questions about this Privacy Policy, how we use your personal information or your data protection rights, please contact:

Decor Express Ltd
44–48 Lavender Hill
London
SW11 5RH

Email: sales@decor-express.co.uk
Telephone: 020 7228 1122
ICO registration reference: ZA300801