1. Who we are
The Plush House sells handcrafted sofas to customers in the United Kingdom and delivers, assembles and places them in customers’ homes.
For the purposes of UK data protection law we are the data controller for the personal information described in this policy. You can reach us at info@theplushhouse.co.uk.
2. Information we collect
- Order details you give us — your name, phone number, delivery address, postcode, and the sofa, size, fabric and colour you want. You give us these through the order form on this site or directly on WhatsApp.
- Messages — the content of your WhatsApp conversation with us, and any emails you send us.
- Site usage — pages viewed, which sofas you opened and which buttons you tapped, collected through cookies only if you have accepted them.
3. How and why we use it
- To confirm your order, agree a delivery date and deliver and assemble your sofa — this is necessary to perform our contract with you.
- To answer your questions and provide after-sales support, including returns and faults.
- To measure and improve our advertising and this website, where you have consented to analytics and advertising cookies.
- To keep records we are required by law to keep, such as those relating to sales and consumer rights.
4. Who we share it with
We share your delivery details with the team and drivers who deliver and assemble your sofa, and with our manufacturing partner where your sofa is being made to your measurements.
We also use Meta (Facebook and Instagram) and Google for advertising and analytics. Where you have accepted advertising and analytics cookies, these providers receive information about your visit to this site. We never sell your personal information to anyone.
5. Cookies and tracking
This site uses the Meta Pixel and Google Analytics 4 to understand how people find us and which sofas they look at.
Both are switched off until you choose "Accept all" on the cookie banner. If you choose "Essential only", or ignore the banner, no advertising or analytics cookies are set. You can change your mind at any time by clearing this site’s data in your browser, which will bring the banner back.
6. WhatsApp
Orders are confirmed on WhatsApp, which is operated by Meta. When you message us, your message and phone number are handled by WhatsApp under its own terms and privacy policy as well as ours.
7. How long we keep it
We keep order and delivery records for six years, which is the period in which a consumer claim can normally be brought. WhatsApp conversations are kept for as long as they are useful for supporting your order, and analytics data is kept for the retention period set in Google Analytics.
8. Your rights
Under UK GDPR you have the right to ask us for a copy of the personal information we hold about you, to have it corrected or deleted, to object to or restrict how we use it, and to withdraw your consent to cookies at any time.
Email info@theplushhouse.co.uk and we will respond within one month. There is no charge for making a request.
9. Security
We do not take card payments and we do not ask for bank details to place an order — you pay in cash once your sofa is in place. Order information is held on access-controlled devices and accounts, and is shared only with the people who need it to fulfil your order.
10. Complaints
If you are unhappy with how we have handled your information, please tell us first at info@theplushhouse.co.uk so we can put it right.
You also have the right to complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.