Privacy Policy

Last updated: 30 September 2026

At Home Store Living, we are committed to protecting and respecting your privacy. This policy explains what personal information we collect, why we collect it, how we use and share it, and the rights you have over it.

Who we are

Home Store Living is a trading name of City Furniture Services Ltd, registered in England and Wales (company number 4425233). Our registered office is 61 Shields Road, Byker, Newcastle upon Tyne, NE6 1DL. We are the controller of your personal information, which means we decide how and why it is used.

Home Store Living is a credit broker, not a lender, and is authorised and regulated by the Financial Conduct Authority (FRN 953172). We do not charge you for credit broking services.

If you have any questions about this policy or your personal information, please email customerservice@homestoreliving.co.uk, call 0191 265 7988, or write to us at the address above.

The information we collect

Information you give us, for example when you place an order, create an account, contact us, apply for finance, leave a review, enter a competition, book an appointment or sign up to our emails. This can include your name, email address, postal and delivery address, phone number, order details, account login details, your preferences, and any correspondence with us, including complaints.

Information about your purchases, such as what you bought online or in store, when, the delivery address used and payment details. Card payments are processed securely by our payment providers, and we do not store your full card details.

Information collected when you use our website, such as your IP address, device and browser type, pages viewed, products searched for, how you arrived at our site and how you use it. Some of this is collected using cookies and similar technologies. You can find out more, and manage your choices, through our cookie banner and in the Cookies section of our online store privacy policy.

Information from other sources, such as our payment and finance providers, delivery partners, and advertising and analytics partners.

We do not intentionally collect special category information (such as health, ethnicity or religious beliefs), except where we are legally required to, for example if there is an accident on our premises. Our website is not intended for children.

How we use your information, and our legal reasons for doing so

Data protection law requires us to have a legal basis for each way we use your information. We use it:

To process and deliver your orders, take payment, arrange delivery, handle returns and cancellations, and provide after-sales service and guarantees. Legal basis: to perform our contract with you.
To introduce you to finance providers if you apply for finance, so they can assess your application, including credit and fraud checks. Legal basis: to take steps at your request before entering a contract, and to meet our legal obligations.
To respond to your questions and complaints, including via social media. Legal basis: our legitimate interest in providing good customer service, or to perform our contract with you.
To send you marketing by email or SMS about offers and products, including reminders about items left in your basket. Legal basis: your consent, or for existing customers, our legitimate interest in telling you about similar products (you can opt out at any time).
To show you relevant online advertising and measure how well our advertising works. Legal basis: your consent, given through our cookie banner.
To run, analyse and improve our website, products and services, including forecasting demand and market research. Legal basis: our legitimate interest in running and developing our business; where cookies are involved, your consent.
To run competitions and prize draws you choose to enter. Legal basis: to perform the competition terms with you.
To keep our website, stores and customers safe, prevent fraud and crime, and use CCTV in our showroom. Legal basis: our legitimate interest in protecting our business and customers.
To keep financial and business records and meet our legal and regulatory obligations, including tax and FCA requirements. Legal basis: to meet our legal obligations.

If you do not provide information we need to fulfil your order, we may not be able to complete it.

Who we share your information with

We never sell your personal information. We only share it with trusted organisations who help us run our business, and only as much as they need:

Payment and finance providers, to take payment and to process finance applications. These providers, including our credit partners, may carry out credit and fraud checks, which will be recorded by credit reference and fraud prevention agencies. Each provider also handles your information under its own privacy policy.
Delivery partners and suppliers, to deliver your order, including suppliers who deliver directly to you.
IT and e-commerce providers, including Shopify, who host our website and systems.
Marketing, email, review and analytics providers, such as Google and Meta (Facebook and Instagram), who help us send communications, collect reviews and measure and deliver advertising.
Professional advisers, regulators, law enforcement and other authorities, where we are required to by law or need to protect our rights.

Transfers outside the UK

Some of our service providers are based outside the UK, or store information outside the UK. Where this happens, we make sure your information is protected, either because the country has been approved by the UK government as providing adequate protection, or by using legally approved contracts, such as the UK International Data Transfer Agreement or Addendum.

How long we keep your information

Order and transaction records: 6 years from the end of the financial year of your purchase, to meet tax and accounting requirements.
Customer account information: while your account is active. If you ask us to close it, we will delete it unless we need to keep information for the reasons above.
Marketing preferences: until you unsubscribe. We keep a record of your opt-out so we do not contact you again.
Customer service records: for up to 6 years after your last contact, in case of any claims.
CCTV footage: for a limited period before it is automatically deleted, unless needed to investigate an incident.

When information is no longer needed, we securely delete or anonymise it.

Keeping your information secure

We use appropriate technical and organisational measures to protect your information, and we only allow access to people and organisations who need it. If you have an account with us, please keep your password confidential.

Your rights

Under UK data protection law (the UK GDPR and the Data Protection Act 2018), you have the right to:

Access the personal information we hold about you (a "subject access request").
Ask us to correct information that is inaccurate or incomplete.
Ask us to delete your information, where there is no good reason for us to keep it.
Ask us to restrict how we use your information in certain circumstances.
Object to us using your information based on our legitimate interests. You can object to direct marketing at any time, and we will stop.
Withdraw your consent at any time, where we rely on it. You can unsubscribe using the link in any email, reply STOP to texts, or change your cookie choices.
Data portability: receive information you gave us in a commonly used format, or have it sent to another organisation.
Not be subject to decisions based solely on automated processing that have legal or similarly significant effects on you. We do not make decisions like this. If you apply for finance, the lender may use automated decision-making, as explained in its own privacy policy.

To use any of these rights, contact us by email, phone, post or in person using the details above. You do not need to put your request in writing. We may need to confirm your identity. We will respond within one month, or tell you if we need longer because your request is complex. There is normally no charge.

Complaints

If you are unhappy with how we have handled your personal information, please contact us first at customerservice@homestoreliving.co.uk and we will do our best to put things right.

You also have the right to complain to the Information Commissioner's Office (ICO), the UK data protection regulator: ico.org.uk/make-a-complaint, telephone 0303 123 1113, or write to Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.

Other websites

Our website may link to other websites, such as our finance partners and social media platforms. These have their own privacy policies, and we are not responsible for how they use your information.