Privacy Policy

Last updated: 31 July 2026

1. Who we are

Nuthatch Creations is the trading name of Nuthatch Creations

Nuthatch Creations is responsible for deciding how and why personal information is collected and used. This means that we are the “data controller” for the personal information described in this policy.

Our contact details are:

Nuthatch Creations
58 New Road
Bromyard
Herefordshire
HR7 4AN

Email:nuthatchcreationsuk@gmail.com
Telephone: 07949 432458

This policy explains how we collect, use, share and protect personal information when you:

  • visit our website;

  • contact us with an enquiry;

  • request a quotation;

  • purchase a product;

  • commission bespoke furniture;

  • subscribe to our marketing communications;

  • interact with us on social media;

  • work with us as a supplier, designer, contractor or professional contact; or

  • otherwise communicate with Nuthatch Creations.

Please contact us if you have any questions about this policy or how we use your information.

2. The personal information we collect

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

Identity and contact information

This may include:

  • your name;

  • billing and delivery address;

  • email address;

  • telephone number;

  • company or organisation;

  • job title; and

  • social-media username, where you contact us through social media.

Enquiry and project information

When you enquire about or commission furniture, we may collect:

  • details of the furniture or service you are interested in;

  • room and furniture measurements;

  • design preferences;

  • timber and finish choices;

  • budgets and anticipated timescales;

  • drawings, sketches and specifications;

  • photographs of the room or intended location;

  • information about access to the property;

  • parking, stairway, doorway or installation details;

  • records of design approvals and requested changes; and

  • correspondence concerning the project.

Please avoid giving us medical or other sensitive personal information unless it is genuinely necessary.

If you voluntarily provide accessibility or health-related information so that we can make suitable delivery, access or communication arrangements, we will use only the information necessary for that purpose. Where required, we will ask for your explicit consent.

Order and transaction information

When you place an order, we may collect:

  • products or services purchased;

  • order number;

  • purchase price;

  • payment status;

  • invoices and receipts;

  • delivery and installation details;

  • returns, repairs or refund information; and

  • records of customer-service communications.

Payments made through our website are processed by the payment provider offered at checkout. We do not normally receive or store your complete payment-card number or security code.

Marketing information

This may include:

  • whether you have agreed to receive marketing;

  • your marketing preferences;

  • the date and method by which you subscribed;

  • whether you opened or interacted with a marketing email, where our email service provides this information; and

  • records of requests to unsubscribe or not be contacted.

Website and technical information

When you visit our website, Squarespace and any services connected to the website may collect information such as:

  • your IP address;

  • browser type;

  • device and operating-system information;

  • approximate location derived from your IP address;

  • pages visited;

  • links clicked;

  • searches made on the website;

  • referring websites;

  • visit dates and times;

  • shopping-basket activity; and

  • cookie and consent preferences.

Photographs, reviews and testimonials

We may collect:

  • reviews you submit directly to us or post publicly;

  • feedback about our products and services;

  • photographs of completed furniture;

  • photographs taken during delivery or installation; and

  • your permission to use photographs or testimonials for our portfolio and marketing.

We will take particular care where a photograph identifies a person, private home or precise location.

3. How we collect personal information

We normally collect information directly from you when you:

  • complete a website form;

  • send us an email or message;

  • telephone us;

  • request a quotation;

  • place an online order;

  • approve a design or specification;

  • meet us at your property, our workshop, an exhibition or an event;

  • subscribe to our newsletter;

  • communicate through social media; or

  • leave a review.

We may also receive information from:

  • another person acting with your authority, such as a partner, interior designer, architect or family member;

  • a professional who refers you to us;

  • payment providers;

  • parcel and specialist furniture delivery companies;

  • social-media platforms;

  • publicly accessible business websites and professional directories;

  • Google and other online business or review platforms; and

  • fraud-prevention, legal or regulatory bodies where appropriate.

If another person provides your information to us, we may ask them to confirm that they have permission to do so.

Where we obtain professional contact information from a public business source, we will use it only for relevant and proportionate business purposes.

4. Why we use your information

We use personal information for the following purposes.

Responding to enquiries and preparing quotations

We use your information to:

  • understand what you require;

  • communicate with you;

  • arrange consultations or site visits;

  • prepare designs and quotations; and

  • take steps towards entering into a contract with you.

Our lawful bases are taking steps at your request before entering into a contract and our legitimate interest in responding to genuine business enquiries.

Fulfilling orders and commissions

We use your information to:

  • process and manage orders;

  • design and make commissioned furniture;

  • obtain design approvals;

  • purchase appropriate materials;

  • take and record payments;

  • provide progress updates;

  • arrange delivery, assembly or installation;

  • manage returns, repairs and refunds; and

  • provide after-sales support.

Our lawful basis is that this processing is necessary to perform our contract with you.

Managing our business and financial records

We use information to:

  • issue quotations and invoices;

  • keep accounting and tax records;

  • manage payments and debts;

  • work with our accountant or bookkeeper;

  • respond to legal or regulatory enquiries; and

  • establish, exercise or defend legal claims.

Our lawful bases are compliance with our legal obligations and our legitimate interests in properly managing and protecting our business.

Arranging delivery and installation

We use and share relevant contact, address and access information to:

  • send parcel deliveries;

  • arrange specialist furniture transport;

  • agree delivery dates and times;

  • plan safe access;

  • complete assembly or installation; and

  • resolve delivery problems.

Our lawful basis is performing our contract with you.

Customer service and complaints

We use information to:

  • answer questions;

  • investigate concerns;

  • respond to complaints;

  • deal with faulty or damaged products;

  • keep you informed about an investigation; and

  • record the outcome.

Our lawful bases are performing our contract, complying with our legal obligations and our legitimate interest in providing fair and effective customer service.

Improving our website and services

Subject to your cookie choices, we may use website and analytics information to:

  • understand how visitors find and use our website;

  • see which products and pages attract interest;

  • identify technical problems;

  • improve website navigation;

  • measure sales and enquiries; and

  • develop our products and marketing.

For non-essential analytics cookies, our lawful basis is your consent.

For essential website operation and security, we rely on our legitimate interests in providing a safe and functioning website and, where applicable, performing a contract.

Email marketing

We may send news, product information, workshop stories, event information or offers where:

  • you have actively agreed to receive them; or

  • the law permits us to contact an existing customer about similar products or services and we gave that customer a clear opportunity to opt out.

You can unsubscribe at any time by using the link in a marketing email or contacting us directly.

Where consent is required, our lawful basis is consent. Where the law permits marketing without prior consent, we rely on our legitimate interests, subject to the applicable electronic-marketing rules and your right to object.

We will not add someone to a general marketing list merely because they contacted us with an unrelated enquiry.

Business-to-business communications

We may use publicly available professional contact information to introduce Nuthatch Creations to interior designers, architects, retailers, hospitality businesses and other organisations where we reasonably believe our work may be relevant.

Our lawful basis is our legitimate interest in developing appropriate professional relationships and promoting our business.

We will comply with the rules applying to electronic business marketing and will respect requests not to be contacted.

Photographs, portfolio material and testimonials

We may ask to photograph completed furniture or use customer feedback to show examples of our work.

Where photographs identify you, your family, your private home or its precise location, we will ask for appropriate permission before using them publicly.

Our lawful basis will normally be your consent. You may withdraw that consent for future use by contacting us.

Withdrawal does not make any earlier lawful use unlawful and may not always allow us to recall material that has already been printed or published by an independent third party. However, we will take reasonable steps to stop future use under our control.

Preventing fraud and protecting our business

We may use information to:

  • confirm the legitimacy of orders;

  • protect our website and accounts;

  • detect suspicious activity;

  • prevent fraud;

  • enforce our contractual rights; and

  • protect customers, staff and property.

Our lawful bases are our legitimate interests and, where applicable, compliance with a legal obligation.

5. Our legitimate interests

Where we rely on legitimate interests, those interests may include:

  • responding to enquiries;

  • managing and developing Nuthatch Creations;

  • maintaining customer and professional relationships;

  • providing customer support;

  • improving our website and services;

  • protecting our systems, property and legal rights;

  • keeping appropriate business records;

  • recovering money owed to us; and

  • carrying out relevant and proportionate business-to-business marketing.

Before relying on legitimate interests, we consider whether using the information is necessary and whether your rights and reasonable expectations outweigh our interests.

You have the right to object to processing based on legitimate interests. Your right to object to direct marketing is absolute.

6. When providing information is necessary

You are not generally required by law to give us personal information.

However, we need certain information to:

  • respond to an enquiry;

  • provide an accurate quotation;

  • enter into a contract;

  • process payment;

  • make the correct product;

  • deliver or install furniture; and

  • meet our accounting and legal obligations.

If you do not provide information that is necessary for these purposes, we may be unable to accept or complete your order.

Please tell us promptly if your contact, delivery or project information changes.

7. Who we share information with

We share personal information only where reasonably necessary.

Depending on the service being provided, recipients may include:

Squarespace

Our website is hosted and supported by Squarespace. Squarespace processes website, form, account, analytics and commerce information to provide the website and its features.

Payment providers

Payment providers process transactions securely when you purchase through our website or use another electronic payment method.

The payment provider’s own privacy information will apply to its handling of your payment details.

Delivery and installation providers

We may provide your name, address, telephone number, email address, order details and relevant access instructions to:

  • postal and parcel services;

  • specialist furniture delivery companies;

  • installers; and

  • other contractors assisting with delivery or installation.

They should use the information only as necessary to provide the agreed service.

Professional and business advisers

We may share information with:

  • accountants and bookkeepers;

  • insurers;

  • legal advisers;

  • IT and website-support providers;

  • business advisers; and

  • debt-recovery services where necessary.

Email, analytics and marketing providers

Where used, we may share relevant information with services that provide:

  • newsletter delivery;

  • customer communication;

  • website analytics;

  • online advertising;

  • product listings;

  • social-media functions; and

  • marketing performance information.

Non-essential analytics and advertising technologies will be subject to your cookie choices where consent is required.

Public authorities

We may disclose information to HM Revenue & Customs, courts, regulators, police or other public authorities where required by law or reasonably necessary to protect legal rights or prevent crime.

Business transfers

If Nuthatch Creations is sold, reorganised or transferred, relevant information may be shared with professional advisers and the prospective or new owner, subject to appropriate confidentiality and data-protection safeguards.

We do not sell personal information to other businesses.

8. International transfers

Some of the service providers we use, including website, payment, email, analytics or technology providers, may process or store information outside the United Kingdom.

Where personal information is transferred outside the UK, we take reasonable steps to ensure that the transfer is lawful.

Depending on the destination and provider, this may include:

  • transferring information to a country covered by UK adequacy regulations;

  • using approved contractual data-protection safeguards;

  • relying on a provider participating in a recognised transfer framework; or

  • using another transfer mechanism permitted by UK data-protection law.

You may contact us for further information about the safeguards applying to a particular service.

9. How long we keep personal information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including legal, tax, accounting, insurance and dispute-resolution requirements.

Our usual retention periods are:

Enquiries that do not become orders

We normally keep enquiry and quotation information for up to two years after our last meaningful contact.

We may keep it longer where a project is still being considered, you ask us to retain the details, or there is a relevant dispute.

Orders and completed projects

We normally retain order records, contracts, approved designs, invoices, payment records, significant correspondence and delivery information for six years after completion of the order or project.

We may keep certain information longer where required for tax, insurance, product-safety, warranty or legal-claim purposes.

Unsuccessful quotations

We normally keep unsuccessful quotations and related correspondence for up to two years after the quotation expires or discussions end.

Marketing information

We keep active marketing information until you unsubscribe, withdraw consent or we decide that the information is no longer current.

We may review and remove inactive marketing contacts periodically.

If you opt out, we may retain a minimal suppression record containing your contact details and opt-out preference. This helps ensure that we do not accidentally add you to the same marketing list again.

Complaints and disputes

We retain complaint and dispute records for as long as necessary to investigate the issue and for an appropriate period afterwards, taking account of possible legal, insurance or regulatory requirements.

Website and cookie information

Cookie and analytics information is retained for the period shown in the relevant cookie information or consent settings.

Some Squarespace analytics cookies may remain on a device for up to two years unless they are removed sooner.

Photographs and testimonials

We keep portfolio photographs and testimonials for as long as they remain relevant and we have a lawful basis to use them.

Where we rely on consent and you withdraw it, we will stop future use under our control unless another lawful reason requires us to retain the material.

At the end of the applicable retention period, information will be deleted, anonymised or securely destroyed unless there is a lawful reason to retain it longer.

10. Cookies and similar technologies

Our website uses cookies and similar technologies.

Cookies are small files or pieces of information stored on a device when someone visits a website.

Necessary cookies

Necessary cookies help the website:

  • load securely;

  • remember essential settings;

  • operate the shopping basket and checkout;

  • process forms;

  • prevent fraud; and

  • provide functions requested by the visitor.

These cookies are required for the website to operate and cannot always be disabled through our website.

Analytics and performance cookies

Squarespace analytics and any other analytics services we enable may use cookies to help us understand:

  • numbers of visitors;

  • pages viewed;

  • traffic sources;

  • interactions with the website;

  • shopping-basket activity; and

  • website performance.

Where consent is required, these cookies will not be used until you choose to accept them.

Third-party content and services

Embedded maps, videos, social-media content, payment functions or other third-party services may collect information or place their own cookies.

The relevant third party is responsible for explaining how it uses information through its own privacy and cookie information.

Managing cookies

You can use our website’s cookie banner or cookie-preferences control to accept, reject or manage non-essential cookies.

You can also delete or block cookies through your browser. Blocking necessary cookies may prevent some parts of the website, shopping basket or checkout from working correctly.

Information about the cookies used by Squarespace, including their purposes and durations, is available through Squarespace’s current cookie information.

11. Social media and external websites

Our website may contain links to Instagram, Facebook, Pinterest, LinkedIn, Google or other external websites and services.

When you follow a link or interact directly with one of those services, that organisation may collect and use information under its own privacy policy.

We are not responsible for the privacy practices of external websites, although we aim to use reputable services.

Messages sent to us through social media may be retained by both Nuthatch Creations and the relevant social-media platform.

12. How we protect personal information

We use reasonable technical and organisational measures designed to protect personal information against:

  • unauthorised access;

  • accidental loss;

  • inappropriate disclosure;

  • alteration;

  • misuse; and

  • destruction.

These measures may include:

  • password-protected accounts and devices;

  • multi-factor authentication where available;

  • restricted access to business records;

  • secure website and payment services;

  • software and security updates;

  • secure disposal of records; and

  • limiting information shared with delivery companies and other providers to what they reasonably need.

No internet or storage system can be guaranteed to be completely secure. If we become aware of a personal-data breach, we will investigate it and take any notification or remedial steps required by law.

13. Children’s information

Our products and services are not directed at children, and we do not knowingly collect personal information from children for marketing purposes.

Orders and bespoke commissions should be placed by an adult.

If you believe that a child has provided personal information to us without appropriate permission, please contact us.

14. Automated decisions

We do not currently use personal information to make decisions about customers solely by automated means where those decisions have legal or similarly significant effects.

If this changes, we will update this policy and provide the information required by law.

15. Your data-protection rights

Depending on the circumstances, you may have the right to:

  • be informed about how we use your information;

  • ask for access to the personal information we hold about you;

  • ask us to correct inaccurate or incomplete information;

  • ask us to delete information;

  • ask us to restrict how information is used;

  • object to processing based on legitimate interests;

  • object to direct marketing at any time;

  • ask to receive or transfer certain information in a portable format;

  • withdraw consent where we rely on consent; and

  • complain about how your information has been handled.

These rights are not absolute in every situation. For example, we may need to retain certain order and payment records to comply with legal obligations or deal with a legal claim.

We will not charge a fee for an ordinary rights request. A reasonable fee may be permitted where a request is manifestly unfounded, excessive or repetitive.

We may need to ask for information to confirm your identity before disclosing personal information.

We will respond without unnecessary delay and normally within one calendar month. The law may allow additional time for particularly complex requests, in which case we will tell you.

To exercise a right, contact:

Email:nuthatchcreationsuk@gmail.com
Telephone: 07949 432458
Post: Nuthatch Creations, 58 New Road, Bromyard, Herefordshire, HR7 4AN

16. Withdrawing consent and stopping marketing

Where we rely on your consent, you may withdraw it at any time.

You may stop marketing emails by:

  • clicking the unsubscribe link in an email;

  • replying and asking to be removed; or

  • contacting us using the details in this policy.

Withdrawal of consent does not affect the lawfulness of processing that took place before consent was withdrawn.

Stopping marketing will not prevent us from sending necessary communications about an existing enquiry, order, delivery, payment or project.

17. Data-protection complaints

You can make a data-protection complaint by emailing, telephoning or writing to us using the contact details in this policy.

Please provide:

  • your name and contact details;

  • a description of your concern;

  • relevant dates;

  • any order or project reference; and

  • copies of relevant correspondence where possible.

We will:

  • acknowledge receipt of your data-protection complaint within 30 days;

  • take appropriate steps to investigate it without undue delay;

  • keep you informed where the investigation is ongoing; and

  • tell you the outcome without undue delay.

We hope to resolve concerns directly and fairly.

If you remain dissatisfied, you have the right to complain to the Information Commissioner’s Office, the UK regulator for data protection.

The ICO can be contacted through its online complaint service or by telephone on 0303 123 1113.

You may also seek to enforce your rights through the courts.

18. Changes to this policy

We may update this policy when:

  • our services or working practices change;

  • we use a new website, payment, marketing or delivery provider;

  • the law or regulatory guidance changes; or

  • we identify that clearer information is needed.

The most recent version will be published on our website with the updated date shown at the top.

Where a change is significant, we may also bring it to people’s attention through our website, email or another appropriate method.

We will review this policy regularly to make sure that it remains accurate.

19. Contacting us

For privacy questions, rights requests, consent withdrawals or data-protection complaints, contact:

Nuthatch Creations
58 New Road
Bromyard
Herefordshire
HR7 4AN

Email:nuthatchcreationsuk@gmail.com
Telephone: 07949 432458