Privacy Policy

In this privacy policy, “we”, “us” and “our” refer to Nkuku Limited and “Site” refers to nkuku.com.

1. Introduction

We are committed to protecting and respecting your personal information and your privacy.

This privacy policy explains what personal information we collect, how and why we use it, who we may share it with, how long we keep it and the rights you have in relation to your personal information.

We process personal information in accordance with applicable data protection legislation, including the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations (PECR).

We may update this privacy policy from time to time. Where changes are significant, we will take appropriate steps to bring them to your attention.

2. Who we are

Nkuku Limited is the data controller responsible for the personal information described in this privacy policy.

Our details are:

Nkuku Limited
Lower Tweed Mill
Shinners Bridge
Dartington
Totnes
Devon
TQ9 6JB

Company registration number: 04614918

If you have any questions about this privacy policy or how we use your personal information, please contact:

Data Protection Representative
Email: privacy@nkuku.com

You can also contact our Customer Care team through the contact details available on our website.

3. Personal information we collect

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

It may include:

  • your name;

  • billing and delivery address;

  • email address;

  • telephone number;

  • account and login information;

  • order and transaction information;

  • payment information. Payment card information is normally processed securely by our payment service providers rather than retained directly by us;

  • details of products you have purchased, returned, reviewed or shown an interest in;

  • correspondence and communications with us;

  • marketing preferences;

  • competition, survey or event information;

  • information you provide when using our Interior Design, Trade or other services;

  • technical and device information, including IP address, browser type, device type and identifiers;

  • information about your interaction with our website, emails and advertising;

  • approximate location derived from your device or IP address; and

  • information obtained from third-party data providers, as described below.

We may also create information about you from our relationship with you, for example customer segments, purchasing preferences or analysis of your interaction with Nkuku.

4. How we collect your personal information

We collect personal information in a number of ways.

Information you give us

You may provide information to us when you:

  • make a purchase online, in one of our stores or through another Nkuku service;

  • create an account;

  • sign up to receive marketing;

  • contact Customer Care;

  • make an enquiry;

  • use our Interior Design or Trade services;

  • apply for retail finance;

  • enter a competition, promotion or survey;

  • leave a product review;

  • attend an event;

  • interact with us through social media; or

  • otherwise communicate with us.

Information collected automatically

When you use our Site, we and our technology partners may automatically collect information about your device and how you interact with the Site.

We use cookies and similar technologies for this purpose. Further information is available in our Cookie Policy.

Information received from third parties

We may receive personal information from third parties, including:

  • payment and fraud prevention providers;

  • delivery and logistics providers;

  • retail finance providers;

  • marketing and advertising partners;

  • analytics providers;

  • review platforms;

  • customer service providers;

  • social media platforms;

  • affiliate networks;

  • customer data and insight providers; and

  • publicly available or commercially available data sources.

We may also use information from reputable third-party data providers to help us identify people who may be interested in Nkuku.

For example, TwentyCi provides us with information relating to home moves, such as a postal address and information indicating that a property move has taken place. We may use this information to send relevant marketing by post.

Where we use personal information for postal marketing, we rely on our legitimate interests where appropriate. You can ask us to stop sending you postal marketing at any time by contacting privacy@nkuku.com.

Where we receive personal information from another organisation, we take steps appropriate to the circumstances to ensure that the information can lawfully be used for the relevant purpose.

5. How and why we use your personal information

We only use personal information where we have a lawful basis for doing so.

To fulfil our contract with you

We use personal information where necessary to:

  • process and fulfil your order;

  • take payment;

  • arrange delivery;

  • deal with returns and refunds;

  • manage your account;

  • provide services you have requested; and

  • communicate with you about an order or service.

To comply with our legal obligations

We may process personal information where necessary to comply with legal, regulatory, accounting or tax requirements.

With your consent

Where required by law, we rely on your consent, for example for certain forms of electronic marketing or non-essential cookies.

You can withdraw your consent at any time.

For our legitimate interests

We may process personal information where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and interests.

These purposes may include:

  • managing and improving our website and services;

  • understanding how customers use our Site;

  • analysing customer behaviour and purchasing patterns;

  • improving our products and customer experience;

  • measuring the effectiveness of our advertising and marketing;

  • preventing fraud and protecting our business;

  • administering our business;

  • carrying out customer research;

  • personalising content or offers;

  • maintaining customer records;

  • providing and improving customer service;

  • sending appropriate postal marketing; and

  • developing our business, products and services.

Where we rely on legitimate interests, we consider the impact of the processing on the individuals concerned.

6. Marketing

We may use your personal information to tell you about Nkuku products, services, offers, events and other information we think may be relevant to you.

Email and electronic marketing

Where required, we will only send electronic marketing where we have your consent or where another lawful basis permitted under PECR applies, such as the existing customer “soft opt-in”.

You can unsubscribe from marketing emails at any time using the unsubscribe link included in our emails.

Postal marketing

We may send marketing by post to existing customers and, in appropriate circumstances, prospective customers where we believe our products may be relevant to them.

We generally rely on our legitimate interests for postal marketing.

You can ask us to stop sending postal marketing at any time by contacting privacy@nkuku.com.

Marketing preferences

Opting out of marketing will not prevent us from contacting you about an order, account, enquiry or other service-related matter.

Where you opt out of marketing, we may retain limited information on a suppression list so that we can continue to respect your preference.

7. Online advertising and measurement

We work with advertising, technology and media partners to understand the effectiveness of our marketing and to show relevant advertising.

Depending on your cookie choices and the service involved, this may include the following partners.

Meta

We may work with Meta, including Facebook and Instagram, to measure advertising effectiveness, create advertising audiences and show relevant Nkuku advertising.

Where appropriate, information such as an email address may be securely hashed before it is shared for matching purposes.

Meta processes information in accordance with its own privacy terms and controls.

Google and other advertising platforms

We may use Google and other advertising platforms to measure advertising effectiveness, understand customer journeys and show relevant advertisements.

The information used depends on your consent choices and may include online identifiers and information about your interaction with our Site.

Sky and AdSmart

We may work with Sky, including its AdSmart advertising services.

Selected customer information may be securely shared and subsequently pseudonymised and matched with information held by Sky or its partners. This may be used for purposes including audience analysis, campaign measurement and advertising services.

Appropriate safeguards are used when information is transferred and matched.

AWIN

We work with AWIN, an affiliate marketing network, to understand when a customer has reached our Site through an affiliate partner and to attribute qualifying sales correctly.

Information processed for this purpose may include:

  • an order or transaction reference;

  • transaction value;

  • information about the referring affiliate; and

  • cookies or similar identifiers.

This allows us to measure affiliate activity and pay commission to the relevant affiliate partner.

8. Customer insight and advertising partners

We may work with specialist organisations that help us understand our customers and improve the relevance of our marketing.

Epsilon and Abacus

We work with Epsilon, including the Abacus Alliance, which enables participating retailers to better understand customer purchasing patterns.

Information from participating organisations may be analysed to identify broader purchasing characteristics and interests. This may help us understand which customers are more likely to be interested in particular products or communications.

Information is processed in accordance with the relevant contractual and data protection requirements.

Epsilon may also use cookies, device identifiers and other online information for purposes including personalised advertising, content measurement, audience analysis and improving products and services, where permitted by your consent choices.

9. Retail finance

We offer eligible customers the option to apply for finance through V12 Retail Finance.

If you choose to apply for finance, certain personal information may be shared between Nkuku and V12 Retail Finance where necessary to facilitate your application and purchase.

V12 Retail Finance will collect and process additional information directly from you in order to assess and administer your finance application. This may include identity, contact, financial and employment information.

Your application may also involve identity, creditworthiness, affordability, fraud prevention and anti-money laundering checks with credit reference agencies, fraud prevention agencies and other relevant organisations. V12 may also use automated decision-making in connection with some finance applications.

V12 Retail Finance is responsible for the assessment and administration of your finance application and processes personal information for these purposes in accordance with its own privacy statement.

Nkuku does not determine whether an application for credit is accepted or declined.

10. Customer service and Zendesk

We use Zendesk to help us manage customer enquiries and provide customer service.

When you contact our Customer Care team, information you provide may be processed through Zendesk. This may include:

  • your name;

  • email address and other contact details;

  • order and delivery information;

  • details of your enquiry;

  • correspondence and communications with us; and

  • any other information you choose to provide as part of your enquiry.

We use this information to respond to enquiries, resolve customer service issues, maintain records of our communications and improve the service we provide.

Zendesk processes personal information on our behalf as a service provider and data processor.

Depending on the services and systems involved, personal information may be processed outside the United Kingdom. Where this occurs, we use appropriate safeguards in accordance with applicable data protection law.

Please avoid providing sensitive personal information to Customer Care unless it is necessary for us to deal with your enquiry.

11. Reviews and customer feedback

We may contact you after a purchase to invite you to review our products or service.

We use Okendo and Trustpilot A/S to help us collect, manage and display customer reviews and feedback.

To facilitate a review invitation, associate a review with a purchase or verify that a reviewer has purchased a product, we may provide these providers with information such as:

  • your name;

  • email address;

  • order reference; and

  • details of the products you have purchased.

Okendo and Trustpilot process personal information in accordance with the arrangements we have with them and, where applicable, their own privacy terms.

12. Cookies and similar technologies

Our Site uses cookies and similar technologies.

Some cookies are necessary for the Site to operate. Others help us:

  • understand how visitors use the Site;

  • remember preferences;

  • analyse website performance;

  • measure advertising;

  • personalise content; and

  • deliver relevant advertising.

Where required, non-essential cookies will only be used with your consent.

You can manage your cookie choices through our cookie consent tools.

For more information, please see our Cookie Policy.

13. Who we share personal information with

We may share personal information with organisations that provide services to us or otherwise support our business, including:

  • website and IT providers;

  • hosting and cloud service providers;

  • payment processors;

  • retail finance providers;

  • fraud prevention providers;

  • delivery companies and warehouses;

  • customer service providers, including Zendesk;

  • email and direct marketing providers;

  • analytics providers;

  • advertising and media partners;

  • affiliate networks;

  • review and customer feedback platforms, including Okendo and Trustpilot;

  • customer insight and data providers;

  • professional advisers; and

  • regulators, law enforcement agencies or other authorities where required by law.

Where organisations process personal information on our behalf, we require them to process it appropriately and securely.

Some organisations, including social media platforms, advertising partners and retail finance providers, may act as independent controllers of personal information they receive. Their own privacy policies will explain how they use that information.

We may also disclose personal information in connection with a sale, purchase, restructuring or transfer of all or part of our business or assets.

We do not sell your personal information.

14. International transfers

Some of the organisations we work with may process personal information outside the United Kingdom.

Where personal information is transferred internationally, we take appropriate steps to ensure it receives an adequate level of protection.

Depending on the destination and recipient, these safeguards may include:

  • a UK adequacy regulation;

  • the UK International Data Transfer Agreement;

  • the UK Addendum to the EU Standard Contractual Clauses; or

  • another safeguard permitted under applicable data protection law.

15. How long we keep your information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected and to meet our legal, regulatory, tax, accounting and reporting obligations.

Different categories of information may therefore be retained for different periods.

When deciding how long to retain personal information, we consider:

  • the nature and sensitivity of the information;

  • why we collected it;

  • whether we still require it;

  • applicable legal requirements; and

  • potential legal claims.

Where you have opted out of direct marketing, we may retain limited information on a suppression list for as long as necessary to ensure that your preference continues to be respected.

16. Keeping your information secure

We use appropriate technical and organisational measures to protect personal information from accidental or unlawful loss, alteration, disclosure, access or destruction.

Access to personal information is restricted to people who require it for legitimate business purposes.

While we take appropriate steps to protect personal information, no internet transmission or electronic storage system can be guaranteed to be completely secure.

17. Your rights

Under data protection law, depending on the circumstances, you may have the right to:

  • be informed about how we use your personal information;

  • access the personal information we hold about you;

  • rectify inaccurate or incomplete information;

  • erase your personal information in certain circumstances;

  • restrict processing of your information in certain circumstances;

  • object to processing based on legitimate interests;

  • object to direct marketing at any time;

  • receive certain information in a portable format;

  • withdraw consent where we rely on consent; and

  • have rights in relation to certain forms of automated decision-making and profiling.

These rights are not absolute and may be subject to exemptions under data protection legislation.

You will not normally have to pay a fee to exercise your rights.

We may need to ask you for information to verify your identity before responding to a request.

18. Exercising your rights

To exercise any of your data protection rights, please contact:

Data Protection Representative
Nkuku Limited
Lower Tweed Mill
Shinners Bridge
Dartington
Totnes
Devon
TQ9 6JB

Email: privacy@nkuku.com

You can also contact our Customer Care team at hello@nkuku.com for requests to amend your customer details.

19. Complaints

If you have concerns about how we use your personal information, please contact us first and we will try to resolve the matter.

You also have the right to complain to the Information Commissioner’s Office (ICO), the UK regulator for data protection.

Information about how to contact the ICO is available at ico.org.uk.

20. Links to other websites

Our Site may contain links to websites operated by third parties.

Those organisations will have their own privacy policies and we are not responsible for how they process personal information. We recommend reviewing the relevant privacy policy before providing personal information to another organisation.

21. Changes to this privacy policy

We may update this privacy policy from time to time to reflect changes to our services, business practices or legal requirements.

The most recent version will always be published on our Site and the date at the top of this policy will show when it was last updated.

Last updated: August 2026