Call Us
For Orders & Consultations
0208 616 0508

Privacy Policy

Privacy Promise

At Floor Direct, your privacy is important to us, and we are committed to safeguarding our user’s privacy whilst providing a personalised and trustable service. When we use the terms “we,” “us” or “our,” we are referring to Floor Direct Ltd.

This privacy notice covers the services provided by our website 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.

When & What information/ Personal Data, do we collect and how do we use it?

To provide you with the best possible service, we sometimes need to collect information about you. We may collect any or all this information to help deliver our goods and services. 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 data from our web visitors, instore or via telephone/email, for several reasons through (Contact us form, Appointments, Estimates requests, home visits, Register with us. measurement, inspection, online orders)

The types of data, we collect are not limited to the listed below,

  • Name and address: These are collected for delivery and fitting of your goods.
  • Email address: To be Eco-friendly, we like to email you your invoices, but we also like to keep you informed of the status of your order or provide you with further information.
  • 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.

The Data Protection Act sets out several different reasons for which a company may collect and process your personal data, including:

1. 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 your which data is necessary in connection with a particular service. 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.

2. 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 delivery team or 3rd party courier.

3. 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.

4. 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’.

How we use your data

We want to bring you offers and promotions that are most relevant to your interests at 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.

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:
  • Google
  • Twitter
  • Instagram
  • YouTube
  • Pinterest
  • Facebook

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 through platforms like (Google review, Trustatrader, Trust Pilot and Survey Monkey) This is completely optional, and you can check their terms and conditions before continuing.


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

How long we retain data

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

Confidentiality and security

Here at Floor Direct Ltd., 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.

Access to your information and corrections

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 or write to us at the following address:
208 Essex Road
N1 3AP
London – UK

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.


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: