Privacy and Cookie Policy

Flooring Wholesale Yorkshire Ltd T/A Stories Flooring is a UK limited company registered in England and Wales (No. 11318290) at Unit 2, Wortley Business Park, Amberley Road, LS12 4BD. In this document Flooring Wholesale Yorkshire Ltd will sometimes be referred to as "we" or the “site”.

This Privacy Policy describes how storiesflooring.co.uk, uses, and discloses your Personal Information when you visit, make a purchase from the site or take part in a competition.

Collecting Personal Information

When you visit the Site, we collect certain information about your device, your interaction with the Site, and information necessary to process your purchases. We may also collect additional information if you contact us for customer support. In this Privacy Policy, we refer to any information that can uniquely identify an individual (including the information below) as “Personal Information”. See the list below for more information about what Personal Information we collect and why.

Device information

• Examples of Personal Information collected: version of web browser, IP address, time zone, cookie information, what sites or products you view, search terms, and how you interact with the Site.
• Purpose of collection: to load the Site accurately for you, and to perform analytics on Site usage to optimize our Site.
• Source of collection: Collected automatically when you access our Site using cookies, log files, web beacons, tags, or pixels.
• Disclosure for a business purpose: shared with our processor Shopify.

Order information

• Examples of Personal Information collected: Full name, billing address, shipping address, payment information (including credit card numbers), email address, and phone number.
• Purpose of collection: to provide products or services to you to fulfil our contract, to process your payment information, arrange for shipping, and provide you with invoices and/or order confirmations, communicate with you, screen our orders for potential risk or fraud, and when in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
• Source of collection: collected from you.
• Disclosure for a business purpose: shared with our processor Shopify, SagePay, Palletways, Royal Mail and Thaw Logistics.

Customer support information

• Examples of Personal Information collected: First Name, Last Name, Email Address, Residential and/or mobile number.
• Purpose of collection: to provide customer support.
• Source of collection: collected from you.
• Disclosure for a business purpose: LiveChat, Microsoft Outlook, Gmail, OrderWise, MailChimp, Shiptheory, TrustPilot, SagePay, Amazon Pay, Xero & Adwords
  

WhatsApp conversation information

Examples of Personal Information collected: the mobile number you gave us when you ordered, the display name shown on your WhatsApp profile, the content of the messages exchanged between us, the date and time each message was sent, delivered and read, and anything you choose to tell us in the conversation, such as the room you are flooring, the area to be covered, your timescale and your preferences.

Purpose of collection: to keep you informed about an order you have placed, to answer your questions about it, and to pass your enquiry to a member of our sales team when you ask to speak to someone.

Source of collection: collected from you in the conversation, and from the order you placed.

Disclosure for a business purpose: shared with Meta Platforms Ireland Limited, which operates WhatsApp, with GoHighLevel and Zapier, and with the supplier who builds and operates our automated assistant on our behalf.

Minors

The Site is not intended for children and we do not intentionally collect Personal Information from children. If you are the parent or guardian and believe your child has provided us with Personal Information, please contact us at the address below to request deletion.

Sharing Personal Information

We will not share your opt-in to an SMS campaign with any third party for purposes unrelated to providing you with the services of that campaign. We may share your Personal Data, including your SMS opt-in or consent status, with third parties that help us provide our messaging services, including but not limited to platform providers, phone companies, and any other vendors who assist us in the delivery of text messages.

We share your Personal Information with service providers to help us provide our services and fulfil our contracts with you, as described above. For example:

• We use Shopify to power our online store. You can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy.
• We may share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
• We use an online accounting system called Xero, this has a 2 step authentication system. You can read more about Xero and their GDPR policies here: www.xero.com/uk/campaigns/xero-and-gdpr/

Messaging and customer engagement

We use the following providers to hold customer records and to contact you. Each acts on our instructions under a written contract, and none of them may use your information for their own purposes.

• Meta Platforms Ireland Limited, which operates the WhatsApp Business Platform and carries our messages to and from you.

• GoHighLevel, our customer engagement platform, which holds your contact record, our conversation history with you, and your messaging preferences.

• Zapier, which passes order information between our systems.

• Klaviyo, which sends our emails.

• Attentive, which sends our SMS messages.

We also work with a supplier who builds and operates the automated assistant on our behalf, on the same terms.

Meta has two roles. When we send you a WhatsApp message, Meta handles it on our behalf and on our instructions. Separately, your own use of the WhatsApp app is governed by WhatsApp's own privacy policy, which we do not control.

Messages sent through the WhatsApp Business Platform are encrypted while in transit. They are not end-to-end encrypted in the way that a personal WhatsApp conversation between two individuals is, because we and the providers listed above need to be able to read your message in order to answer it.

Behavioural Advertising

As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For example:

• We use Google Analytics to help us understand how our customers use the Site. You can read more about how Google uses your Personal Information here: https://policies.google.com/privacy?hl=en.You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
• We share information about your use of the Site, your purchases, and your interaction with our ads on other websites with our advertising partners. We collect and share some of this information directly with our advertising partners, and in some cases through the use of cookies or other similar technologies (which you may consent to, depending on your location).

For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

You can opt out of targeted advertising by:

COMMON LINKS INCLUDE:

• FACEBOOK - https://www.facebook.com/settings/?tab=ads
• GOOGLE - https://www.google.com/settings/ads/anonymous
• BING - https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads]
• INSTAGRAM - https://help.instagram.com/615366948510230

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.

Using Personal Information

We use your Personal Information to provide our services to you. That includes offering products for sale, processing payments, arranging shipping and fulfilment, sending you the samples you request, keeping you informed about the progress of an order, and answering your questions by email, telephone, SMS or WhatsApp.

Where you have given us consent to receive them, we also send you marketing emails and SMS messages about new products, services and offers. You can withdraw that consent at any time and we will stop.

We use what we know about you to decide how best to help. Where you have ordered a sample, that means noting what you have told us about your project, so that anyone who speaks to you already has the background, and so that we can judge whether a follow-up from our sales team would be welcome.

WhatsApp messages about your order

If you gave us a mobile number when you ordered, we may message you on WhatsApp about that order. This section explains how it works.

Why we message you

We message you about an order you have placed: to confirm a sample has been dispatched, to check that it reached you, and to answer any question you have about it. We contact you on this basis because you have ordered from us, in the same way that we would email you about an order. We do not need your permission to do that, and you can tell us to stop at any time.

You are messaging an automated assistant

Your messages are answered in the first instance by an automated assistant. It is software, not a person. It can answer questions about your order and about our products, and it uses our own product, price and order records to do so. A member of our team can read the conversation and step in at any time.

If you would like to speak to a person, reply HUMAN at any point and one of our team will pick the conversation up or arrange to call you.

How to stop

Reply STOP in any WhatsApp message from us. We will send one further message to confirm, and then stop contacting you on WhatsApp. If we still need to reach you about an order in progress, we will email you instead. You can also ask us to stop by contacting us using the details at the end of this policy.

Where the conversation is held

Your conversation is carried by the WhatsApp Business Platform, operated by Meta, and is stored in our customer engagement platform, GoHighLevel, along with any notes we make about your enquiry.

What not to send us

Please do not send us payment card details, information about other people, or health information through WhatsApp. If you mention a health or accessibility reason for a flooring choice, we will use it only to answer your question in that conversation and we will not record it against your customer record.

How we use conversations

We review conversations to check the quality of the answers being given and to train our team. We do not use them to train general-purpose artificial intelligence models. Where a conversation is used to improve our own assistant, that improvement is exclusive to Stories Flooring and is not shared with or reused by anyone else.

Lawful basis

Flooring Wholesale Yorkshire Ltd, trading as Stories Flooring, is the controller of your Personal Information. We process it under the UK General Data Protection Regulation and the Data Protection Act 2018. Where we contact you electronically, we also act under the Privacy and Electronic Communications Regulations 2003.

We rely on the following lawful bases.

• Performance of a contract, to take and fulfil your order, take payment, arrange delivery, and contact you about the progress of that order and answer your questions about it. This is why we may message you on WhatsApp about a sample or an order you have placed, using the mobile number you gave us. You can ask us to stop at any time.

• Your consent, to send you marketing emails and SMS messages, and to set cookies that are not strictly necessary. You can withdraw your consent at any time.

• Our legitimate interests, to understand how our site is used and improve it, to prevent fraud, to keep a record of the preferences you have given us, and to judge which customers would welcome help from our sales team. We have assessed in each case that our interests do not override your rights, and you can ask us for a copy of that assessment.

• Compliance with our legal obligations, for example keeping accounting and tax records.

Where you are resident in the European Economic Area, we rely on the equivalent provisions of the EU General Data Protection Regulation.

Retention

We keep your Personal Information only for as long as we need it, and no longer.

• Order records, including your name, contact details and what you bought: seven years from the date of the order, so that we can meet our accounting and tax obligations and handle any guarantee or warranty claim.

• WhatsApp and SMS conversations, and any notes taken from them: [24] months from your last contact with us, after which they are deleted.

• Contact and enquiry records in our customer engagement platform: [24] months from your last engagement with us, unless you have an order in progress or an open enquiry.

• A record of the preferences you have given us, including any request to stop contacting you and the date you made it: six years. We keep this even after you unsubscribe, so that we can show we handled your preferences correctly and so that we do not contact you again by mistake.

• Website and analytics information: for the periods set out in the Cookies section below.

Where we cannot set a period in advance, we keep the information for as long as the purpose we collected it for still applies, and we review it regularly. You can ask us to erase your Personal Information at any time, and the 'Your rights' section below explains how.

Automatic decision-making

If you are a resident of the EEA, you have the right to object to processing based solely on automated decision-making (which includes profiling), when that decision-making has a legal effect on you or otherwise significantly affects you.

We don’t engage in fully automated decision-making that has a legal or otherwise significant effect using customer data.

We do use automated processing in two ways that fall short of that, and we would rather tell you about them. Our automated WhatsApp assistant decides how to answer your questions and when to hand the conversation to a member of our team. Separately, we build a picture of what you are likely to be interested in from your order history, the samples you have requested and what you have told us, so that we can judge whether to follow up and what to say. A person always decides whether to contact you, and always handles the conversation from that point.

You can object to this at any time and we will stop. Where the profiling is connected to direct marketing, your right to object is absolute. The 'Your rights' section below explains how.

Our processor Shopify uses limited automated decision-making to prevent fraud that does not have a legal or otherwise significant effect on you.

Services that include elements of automated decision-making include:

• Temporary denylist of IP addresses associated with repeated failed transactions. This denylist persists for a small number of hours.
• Temporary denylist of credit cards associated with denylisted IP addresses. This denylist persists for a small number of days.

Your rights

You have the following rights over the Personal Information we hold about you.

• To be told what we hold about you and to be given a copy of it.

• To have information that is wrong corrected, or information that is incomplete completed.

• To have your information erased, in certain circumstances.

• To ask us to pause our use of your information while a question about it is being resolved.

• To receive the information you have given us in a portable format, and to have it sent to another provider.

• To object to our use of your information where we rely on our legitimate interests. Where we use it for direct marketing, including any profiling connected to direct marketing, your right to object is absolute and we will stop.

• To withdraw your consent at any time where we rely on consent. Withdrawing it does not affect anything we did beforehand.

• Not to be subject to a decision based solely on automated processing that has a legal or similarly significant effect on you.

To exercise any of these rights, email info@storiesflooring.co.uk or call 0113 320 0223. We will respond within one month and there is no charge.

Your Personal Information will be initially processed in Ireland and then will be transferred outside of Europe for storage and further processing, including to Canada and the United States. For more information on how data transfers comply with the GDPR, see Shopify's GDPR Whitepaper: https://help.shopify.com/en/manual/your-account/privacy/GDPR.

Where your information goes

Some of our providers are based outside the United Kingdom. Where that is the case, we make sure your information is protected to the same standard.

• Shopify processes your information in Ireland and transfers it to Canada and the United States. See Shopify's GDPR Whitepaper: https://help.shopify.com/en/manual/your-account/privacy/GDPR.

• Meta Platforms, which operates WhatsApp, transfers information to the United States. Meta Platforms, Inc. is certified under the UK Extension to the EU-US Data Privacy Framework.

• GoHighLevel processes information in the United States under the International Data Transfer Addendum to the European Commission's Standard Contractual Clauses, supported by a transfer risk assessment.

• [The supplier who operates our automated assistant: hosting location and transfer mechanism to be confirmed.]

You can ask us for a copy of the safeguards that apply to any of these transfers.

If you are unhappy with how we have handled your information, please tell us first so that we can put it right. You also have the right to complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint or on 0303 123 1113.

Cookies

A cookie is a small amount of information that’s downloaded to your computer or device when you visit our Site. We use a number of different cookies, including functional, performance, advertising, and social media or content cookies. Cookies make your browsing experience better by allowing the website to remember your actions and preferences (such as login and region selection). This means you don’t have to re-enter this information each time you return to the site or browse from one page to another. Cookies also provide information on how people use the website, for instance whether it’s their first time visiting or if they are a frequent visitor.

We use the following cookies to optimize your experience on our Site and to provide our services.

Cookies Necessary for the Functioning of the Store

Name	Function
_ab	Used in connection with access to admin.
_secure_session_id	Used in connection with navigation through a storefront.
cart	Used in connection with shopping cart.
cart_sig	Used in connection with checkout.
cart_ts	Used in connection with checkout.
checkout_token	Used in connection with checkout.
secret	Used in connection with checkout.
secure_customer_sig	Used in connection with customer login.
storefront_digest	Used in connection with customer login.
_shopify_u	Used to facilitate updating customer account information.

Reporting and Analytics

Name	Function
_tracking_consent	Tracking preferences.
_landing_page	Track landing pages
_orig_referrer	Track landing pages
_s	Shopify analytics.
_shopify_fs	Shopify analytics.
_shopify_s	Shopify analytics.
_shopify_sa_p	Shopify analytics relating to marketing & referrals.
_shopify_sa_t	Shopify analytics relating to marketing & referrals.
_shopify_y	Shopify analytics.
_y	Shopify analytics.

 

Our website - storiesflooring.co.uk uses cookies to help keep track of items you put into your shopping cart including when you have abandoned your cart and this information is used to determine when to send cart reminder messages via SMS.

The length of time that a cookie remains on your computer or mobile device depends on whether it is a “persistent” or “session” cookie. Session cookies last until you stop browsing and persistent cookies last until they expire or are deleted. Most of the cookies we use are persistent and will expire between 30 minutes and two years from the date they are downloaded to your device.

You can control and manage cookies in various ways. Please keep in mind that removing or blocking cookies can negatively impact your user experience and parts of our website may no longer be fully accessible.

Most browsers automatically accept cookies, but you can choose whether or not to accept cookies through your browser controls, often found in your browser’s “Tools” or “Preferences” menu. For more information on how to modify your browser settings or how to block, manage or filter cookies can be found in your browser’s help file or through such sites as www.allaboutcookies.org.

Additionally, please note that blocking cookies may not completely prevent how we share information with third parties such as our advertising partners. To exercise your rights or opt-out of certain uses of your information by these parties, please follow the instructions in the “Behavioural Advertising” section above.

Do Not Track

Please note that because there is no consistent industry understanding of how to respond to “Do Not Track” signals, we do not alter our data collection and usage practices when we detect such a signal from your browser.

Changes

We may update this Privacy Policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal, or regulatory reasons.  Where a change is material, such as using your information for a new purpose or introducing a new way of contacting you, we will tell you before it takes effect. The date at the end of this policy tells you when it was last revised.

Contact

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at info@storiesflooring.co.uk or by mail using the details provided below:

Stories Flooring, Flooring Wholesale Yorkshire Ltd, Unit 2 Wortley Business Park, Amberley Road, Leeds, LS12 4BD, United Kingdom

Last updated: 25/08/2026

If you are not satisfied with our response to your complaint, you have the right to lodge your complaint with the relevant data protection authority. You can contact your local data protection authority, or our supervisory authority here:: https://ico.org.uk/make-a-complaint/]

Mobile Terms of Service

Stories Flooring

Last updated: August 25, 2026

The Stories Flooring mobile message service (the "Service") is operated by Stories Flooring (“Stories Flooring”, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.

By consenting to Stories Flooring’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Stories Flooring through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialling system or other technology. Service-related messages may include updates, alerts, and information (e.g., order updates, account alerts, etc.). Promotional messages may include promotions, specials, and other marketing offers (e.g., cart reminders).

You understand that you do not have to sign up for this program in order to make any purchases, and your consent is not a condition of any purchase with Stories Flooring. Your participation in this program is completely voluntary.

We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.

You may opt-out of the Service at any time. Text the single keyword command STOP in any text message to cancel. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device. If you have subscribed to other Stories Flooring mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms.

WhatsApp is a separate service. Agreeing to receive SMS messages from us does not affect how we contact you on WhatsApp, and replying STOP to our SMS messages does not stop our WhatsApp messages. To stop our WhatsApp messages, reply STOP to one of them. Our privacy policy explains how the WhatsApp channel works.

For Service support or assistance, call 0113 320 0223 or email info@storiesflooring.co.uk.

We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honouring requests made in such messages.

The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number.

To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.

We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Notice.