Privacy policy

Last updated: 9 October 2026

Who we are

Italian Surface Finishes Ltd, trading as Italian Surface Finishes (ISF), operates italiansurfacefinishes.uk.

We are registered in England and Wales under company number 14798224. Our registered office and correspondence address is:

Italian Surface Finishes Ltd
11 Cumberland Road
London
E13 8LH
United Kingdom

Email: info@italiansurfacefinishes.uk
Telephone: 020 7088 8222

ISF is the data controller for personal information we use to operate our business, respond to enquiries and provide our products and services.

This policy explains how we handle personal information when you visit our website, use its planning and shopping features, place an order, request a quotation or otherwise contact us.

Information we collect

Depending on how you interact with us, we may collect:

• Contact information, including your name, email address, telephone number and billing or delivery address.

• Order and transaction information, including products, finishes, colour references, quantities, prices, payment confirmations, delivery details, returns and refunds.

• Account information and preferences, where you create or use a customer account.

• Project information you choose to provide, such as room or wall measurements, photographs, finish selections, property details, installation requirements and quotation requests.

• Communications, including enquiries, messages, feedback and complaints.

• Technical and usage information, including your IP address, browser and device information, pages visited, interactions with website features, cookie identifiers and privacy preferences.

Card payments are handled through our checkout payment providers. They process payment details to complete the transaction, while we receive the information needed to confirm, administer, reconcile and refund payments.

Please avoid including sensitive personal information in project photographs or messages unless it is necessary for your request.

Where information comes from

We receive information directly from you when you use the website, submit a form, place an order or contact us.

Some technical information is collected automatically through the website and its supporting services.

We may also receive information from Shopify, payment providers, delivery companies and other providers involved in your transaction. If someone places an order or requests a service on your behalf, they may provide your contact, delivery or project details.

How we use information and our lawful bases

Orders and requested services

We use contact, order, payment, delivery and relevant project information to process purchases, supply goods, arrange delivery, prepare requested quotations and handle related enquiries. We rely on performance of a contract or taking steps at your request before entering a contract.

Customer support and business administration

We use information to answer questions, manage our customer relationships, investigate problems, maintain records and protect our business. Depending on the circumstances, we rely on our contract with you, legal obligations or legitimate interests in operating an effective and secure business.

Website operation and security

We use technical information to operate the website, remember requested choices, maintain security, prevent fraud and diagnose problems. We rely on our legitimate interests in providing a reliable service, with consent where required for cookies or similar technologies.

Legal and accounting requirements

We retain and use relevant information to meet tax, accounting and other legal obligations, respond to lawful requests and establish, exercise or defend legal claims.

Marketing and improvement

Where we send marketing or use optional analytics and advertising technologies, we rely on consent where required. Where the law permits marketing without consent, we rely on our legitimate interests in promoting relevant products and services, subject to your right to object.

When relying on legitimate interests, we consider the effect on your rights and interests.

Information needed to process an order or requested quotation is necessary for us to provide that service. If you do not supply it, we may be unable to proceed. Optional marketing choices are not a condition of purchase.

Shopify and service providers

Our online store is hosted by Shopify. Shopify processes personal information to provide the website, checkout and related commerce services.

We share relevant information with providers where needed for their role, including:

• Shopify and providers supporting our website and business systems.
• Payment and fraud-prevention providers.
• Delivery, fulfilment and logistics providers.
• Email, customer-support and communications providers.
• Professional advisers, insurers and authorities where necessary.
• Analytics or advertising providers where those services are used and the required permissions are in place.

If you request installation assistance or an introduction to an installer, we may share the contact and project information needed to respond to that request. We will explain the proposed introduction where appropriate.

Some providers process information on our behalf. Others, including certain payment providers and Shopify for its own purposes, act as independent data controllers and explain their processing in their own privacy notices.

Where Shopify Network Intelligence or other enhanced services are enabled, Shopify may use information about your interactions with our store together with information from your interactions with other merchants and Shopify. These services can support security, improvements, personalisation and advertising, subject to applicable privacy choices and consent requirements.

For information about Shopify’s own processing and your choices, see:

Shopify Consumer Privacy Policy:
https://www.shopify.com/uk/legal/privacy/consumers

Shopify privacy portal:
https://privacy.shopify.com/en

We may also disclose relevant information where required by law, to protect legal rights, or as part of a business sale or restructuring, subject to appropriate safeguards.

Cookies and saved website choices

Our website uses cookies and similar technologies, including browser storage, to support functions such as the basket, security, privacy preferences and saved project choices.

Some functions may store information on your device. Clearing browser storage can remove saved choices.

Optional analytics and advertising technologies are subject to consent where required by law. Visiting the website, submitting an enquiry or accepting our terms does not itself constitute consent to optional marketing or tracking.

To review your choices, use the website’s cookie-preferences control where available, or contact info@italiansurfacefinishes.uk for assistance. You can also control cookies through your browser, although blocking essential technologies may affect website functions.

Marketing choices

We send electronic marketing where you have consented or where the law permits us to contact you about our own similar products or services following a purchase or enquiry, with the required opportunity to opt out.

You can unsubscribe using the option provided in a marketing message or contact info@italiansurfacefinishes.uk.

You have the right to object to the use of your personal information for direct marketing at any time, including related profiling.

Opting out of marketing does not stop necessary messages about an order, payment, delivery, requested quotation or service issue.

International processing

Shopify and other service providers may store or process information outside the United Kingdom.

Where personal information is transferred internationally, applicable safeguards may include UK adequacy regulations, approved contractual protections such as the UK International Data Transfer Agreement or UK Addendum to the European Commission’s Standard Contractual Clauses, or approved binding corporate rules.

You can contact us for further information about relevant transfers and safeguards.

How long we keep information

We keep personal information for as long as reasonably needed for the purpose for which it was collected and to meet applicable obligations.

Our retention decisions take account of:

• Statutory accounting and tax requirements for order, invoice and transaction records.
• The time needed to respond to enquiries and manage requested projects or services.
• Applicable periods for resolving complaints, handling disputes and establishing or defending legal claims.
• Whether an account or customer relationship remains active.
• Your marketing choices and the need to retain a limited record of an opt-out.
• Security needs and the purpose and settings of relevant technical records.

Information is deleted or anonymised when it is no longer needed, subject to applicable retention obligations.

Planning tools and automated processing

Our planning and shopping tools use the information you enter to calculate or display quantities, product selections and indicative prices. Using these tools does not itself submit an enquiry or place an order.

Payment and security providers may use automated checks to assess transactions or identify suspected fraud. Their privacy notices explain their own processing.

Contact us if you want to query a calculation or request review of a decision affecting your order. Any applicable rights concerning significant decisions made solely by automated processing remain available.

Your privacy rights

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

• Request access to your personal information.
• Ask us to correct inaccurate or incomplete information.
• Request deletion of information.
• Ask us to restrict certain processing.
• Receive certain information in a portable format.
• Object to processing based on legitimate interests.
• Withdraw consent where processing relies on consent.
• Exercise applicable rights concerning significant automated decisions.

Your right to object to direct marketing applies at any time. For other processing based on legitimate interests, you may object on grounds relating to your particular situation.

Withdrawing consent does not affect the lawfulness of processing carried out before withdrawal.

To exercise your rights, contact info@italiansurfacefinishes.uk or write to our address above. We may need reasonable information to confirm your identity or clarify your request.

We respond without undue delay and normally within one month, subject to any extension or adjustment permitted by law. Requests are normally free of charge. If a lawful exception, refusal or charge applies, we will explain it.

Privacy complaints

You can raise a privacy concern or complaint by emailing info@italiansurfacefinishes.uk, telephoning 020 7088 8222, or writing to our address above.

Please describe the issue and provide enough information for us to investigate. You do not need to use a particular form.

We will acknowledge a data-protection complaint within 30 days, investigate and respond without undue delay, and keep you informed as appropriate.

You also have the right to complain to the Information Commissioner’s Office, the UK data-protection regulator:

Website: https://ico.org.uk/make-a-complaint/
Telephone: 0303 123 1113

Third-party websites and services

Our website may link to other websites or services. When you use those services, their own privacy notices apply to the information they collect.

Changes to this policy

We may update this policy to reflect changes in our services, processing or legal requirements. The current version will be published on our website with an updated date. Where required, we will give additional notice of significant changes.

For questions about this policy, contact info@italiansurfacefinishes.uk.