Privacy & cookies

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We know that when you shop with Dunelm you trust us to keep your details private without exception, which is why we do everything we can to make your shopping experience safe and secure.

Our commitment to confidentiality is why we’ve brought together some information on our security and privacy policies, including what details we receive when you browse and shop with us, how we may use it, and how we keep it safe and secure.

What happens when you shop with us?

When you register or place an order with Dunelm, we gather a little information about you to help us provide a better service to you now and in future:

  • When you order we ask your name, address, email address, delivery address, credit/debit card number, expiry date and security code. Without this information we would be unable to process your order or notify you of our acceptance of your order.
  • We keep a record of your orders with us, so that we can deal with any issues with your order and so that we know what interests you and can tailor future offers to suit you.
  • We also keep a record of any emails you send us so that we can provide you with an excellent standard of customer care should you need to contact us at any time. We may also contact you with offers that we think may be of interest to you. If you do not wish to hear from us please contact our customer services team at any time. Please be assured we will not share details with any third party for marketing purposes.

The information, which you supply to us, is treated with the highest level of confidentiality. All information such as your name, address, payment details, email address is stored on secure servers. All your personal details are protected to the highest standards and treated as strictly confidential in line with the latest Data Protection and Consumer Legislation.

It is vital that the information you to provide when you register as a customer is true, accurate, current and complete in all respects. And that you agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use. If your details are incorrect or change please contact us immediately to notify us of the change.

What happens when you sign up to receive our newsletters?

By consenting to receive marketing communicating by Dunelm Group PLC and its subsidiaries you are agreeing to receive order information & marketing updates via email, postal mail or SMS/MMS messages. Dunelm will never share or sell any of your personal data with third parties.

You can opt out of any marketing communication by simply clicking unsubscribe at the bottom of any email communication or contact us for help.

What are cookies

  • Cookies are small text files of information which are stored by your browser on your computer's hard drive.
  • To place orders on dunelm.com, you need to have cookies enabled - see the section on Managing cookies. If you don't want cookies enabled, you can only browse the site. Most web browsers have cookies enabled, look at Managing cookies for help on turning them off or on.
  • Cookies do not store any personal details relating to you or your credit cards nor can they find out your email address, access any other files on your hard drive or transmit viruses.
  • Cookies are used to make your online shopping experience faster, easier and more efficient so you can move all over our website without losing what's in your basket or having to log in again and again.
  • Using cookies also enables us to monitor site usage and customer traffic patterns which helps us develop and improve the design and layout of the website to be more user-friendly for you.
  • Cookies can't harm your computer. We also don't store personal information such as credit card details in cookies we create, but we do use encrypted information to help improve our site and your shopping experience. For example, they help us identify and fix errors, or to determine relevant products to show you when you're browsing.

Our security policy

Our site uses high level SSL (Secure Socket Layer) encryption technology which is the most advanced security software currently available for online transactions. We have a server certificate known as Thawte Security Certificate. We use a secure transaction system from Thawte to encrypt and thus protect your credit card details so it is virtually impossible for unauthorised parties to read any information that you send us. This is a powerful tool which secures your transaction details with us.


In addition Dunelm (Soft Furnishings) Ltd is enrolled in Trustwave's Trusted Commerce™ program to validate compliance with the Payment Card Industry Data Security Standard (PCI DSS) mandated by all the major credit card associations including MasterCard and Visa.

We are also an 'Internet Shopping Is Safe' accredited retailer. ISIS-Accredited retailers now account for approximately two thirds of all UK online shopping. This means you can shop online with confidence wherever you see the ISIS logo because it certifies that we have:

  • Registered with the ISIS programme and undertaken to trade in a manner that is legal, decent, honest, truthful AND fair;
  • Had our web site and service reviewed and monitored by IMRG;
  • Had our Business, VAT and Data Protection registrations checked by IMRG.

Our customer's security is of highest priority so we have invested in the latest fraud prevention initiative (3D Secure) to give you an increased level of payment card security for complete peace of mind. Find out more about 3D Secure.

Naturally it is important for you to protect against unauthorised access to your password and to your computer to enjoy secure shopping online. But if you are still not convinced about the safety of ecommerce, but still wish to shop with Dunelm, please contact our helpful Customer Services Team.

Peace of mind - data protection

At Dunelm we are committed to the objectives of the Data Protection Act 1998 declares our intention that all personal information held by the company will be treated in confidence and held and used only in accordance with the terms of the Data Protection Act 1998 and other applicable legislation.

We keep only the minimum amount of personal information needed to perform our duties; and will hold that information securely, use it only for appropriate purposes and not disclose it without proper authority.

The company will provide any person requesting it in the proper manner a response stating whether or not the Company holds personal information about that individual and, if so, the opportunity to see that information and to have it corrected or deleted if appropriate.

If you have questions about your personal data or our privacy policy, please contact us to see all the information we have about you.

To correct any inaccuracies, please write to:

The Data Protection Officer
Dunelm (Soft Furnishings) Ltd
Watermead Business Park
Syston
Leicester
LE7 1AD

You may only request details about yourself and no other person.

Managing cookies

Our cookies policy

Making full use of the online shopping and personalised features of dunelm.com, your computer, tablet or mobile phone will need to accept cookies, this way we can provide you with certain personalised features of our website by using them.

Our cookies don't store your name, address or payment details: they simply hold the 'key' that, once you're signed in, is associated with this information. However, you can restrict, block or delete cookies from dunelm.com, or any other website for that matter, your browser can do this. Each browser is different, so check the 'Help' menu of your particular browser (or your mobile phone's handset manual) to learn how to change your cookie preferences.

We do have relationships with selected and monitored suppliers who may also set cookies during your visit to show you different products and services based on what you have shown an interest in. If you'd like to opt out, please go to the Network Advertising Initiative website. You'll find information about 3rd party cookies further down.

The following table lists WebSphere Commerce session cookies. All of these cookies are considered essential for the operation of WebSphere Commerce. You cannot disable these cookies. Session cookies are not persistent.

Name Cookie purpose
_AN_CGID_COOKIE Stores the categories visited by a user, which is later used by the following Analytics tags: Product tag, Cart tag and Order tag.
REFERRER The value of referer in the HTTP header.
WC_ACTIVEPOINTER
non-secured session cookie
This cookie contains the value of the store ID of the session. This value is used to select the store to run the command, if one is not specified on the URL.
  • value: langId | storeId
  • example: %2d1%2c10601
  • class name: ActiveConversationPointer
SESSION_COOKIEACCEPT Checks whether the client browser accepts cookies.
WC_AUTHENTICATION_ID
secured session cookie
WebSphere Commerce uses a secure authentication cookie to manage authentication data. An authentication cookie flows only over SSL. For increased security, it has a timestamp with a signature. This cookie is used to authenticate the user over SSL-connections.
  • value: userId | hashed using SHA-1(sessionKey| userId | timestmp) sessionKey is the key that is used to encrypt session-related data
  • example: 3002%2cy77JGV%2btHlOwnIITNCn%2f%2fiaH2ns%3d
  • class name: WCAuthenticationCookie
WC_GENERIC_ACTIVITYDATA
non-secured session cookie
This cookie exists only if it is a generic user (-1002) session. This cookie stores the session values such as store ID, language ID, and contracts.
  • value: activity token | storeId | business context values
  • example: [45123%3atrue%3afalse%3a0%3a4nhN%2fXerGUj5KgGYOnRBVcizyMw%3d][com.ibm.commerce.context.audit.AuditContext|1328734351734%2d2] [com.ibm.commerce.store.facade.server.context.StoreGeoCodeContext|null%26null%26null%26null%26null%26null][CTXSETNAME|Store] [com.ibm.commerce.context.globalization.GlobalizationContext|%2d1%26USD%26%2d1%26USD][com.ibm.commerce.catalog.businesscontext.CatalogContext|null%26null%26false%26false%26false] [com.ibm.commerce.context.base.BaseContext|10601%26%2d1002%26%2d1002%26%2d1][com.ibm.commerce.context.experiment.ExperimentContext|null] [com.ibm.commerce.context.entitlement.EntitlementContext|10503%2610503%26null%26%2d2000%26null%26null%26null][com.ibm.commerce.giftcenter.context.GiftCenterContext|null%26null%26null]
  • class name: GenericUserHelper
WC_SESSION_ESTABLISHED
non-secured session cookie
This cookie is created on the first request that is processed by WebSphere Commerce run time. For example, a non-cache request. For more information, see Dynamic caching considerations for persistent session.
  • value: true
  • class name: HttpSessionContext
WC_USERACTIVITY_ID
non-secured session cookie
This cookie is a user session cookie that flows between the browser and server over both SSL or non-SSL connection. It is used for user identification over non-SSL connections. It contains user session values such as login timeout, or session identifier.
  • value: cookieValue | encrypted using 3DES (activityToken | cookieValue)where cookie value is: userId | storeId | passwordInvalidationFlag | attemptedPasswordProtectedCommands | logonTime | expiryTime | expiredUserId | preExpiryURL | forUserId | activeOrgId |
  • example: %2d1002%2c10601%2cnull%2cnull%2cnull%2cnull%2cnull%2cnull%2cnull%2cnull%2csExMBJjdNXecuyL5l71eSlqxmVWzSMmWp%2fdGhAV5JRJd5QHFxL%2f9jNLYYeKI1YtswEqhrSwXXhlp%0d%0aLOcvGb1IzzsfEA0y%2bPirawTDQ6rUaXcsnDRnR0GNayuSSrKf4p%2fEdxvj1CkiM8E%3d
  • class name: WCCookieUserSession
LTPA2 cookie
WebSphere Application Server cookie
This cookie is used when WebSphere Commerce enabled for single sign-on with other WebSphere applications information center.
WC_EdgeCacheComponent_storeId Used for Edge Caching.
WC_identitySignature Management Center session cookie.
fulfillmentCenterId Fulfillment center selected in Accelerator.
SoccomAuthToken Social bridging session cookie (Deprecated in Feature Pack 5).
SoccomUserInfoToken Social bridging session cookie (Deprecated in Feature Pack 5).
SoccomUserToken Social bridging session cookie (Deprecated in Feature Pack 5).
LtpaToken2 WebSphere Application Server LTPA token used for single sign on.

The following table lists Aurora starter store cookies.

analyticsFacetAttributes The list of facets that the customer clicked, making this data available to the analytics tags in those pages. The cookie is continually updated until the customer starts a new search or starts a new session.
analyticsPreCategoryAttributes Pre-category attributes used for Analytics.
analyticsSearchTerm Search terms used for Analytics.
CompareItems_storeId Catalog Entry IDs that are being compared.
priceMode Display mode for showing prices in the storefront.
searchTermHistory The history of terms that have been searched.
signon_warning_cookie Error key used to retrieve error messages.
WC_CartOrderId_storeId Active Order Id for the store.
WC_CartTotal_orderId Subtotal of order items (before tax and shipping), number of items, language, currency.
WC_DeleteCartCookie_storeId Cookie to force refresh of other Mini Shopping Cart cookies.
WC_physicalStores Physical stores that customer has selected.
WC_pickUpStore Pick-up store ID that customer has selected.
WC_recurringOrder_orderId Recurring order ID.
WC_ScheduleOrder_orderId_interval Scheduled orders interval.
WC_shipTypeValue Shipping type value: single or multiple.
WC_shipTypeValueOrderId The orderId that corresponds to the Shipping type.
WC_SHOW_USER_ACTIVATION_storeId Flag to show user activation message after user registration.
WC_PERSISTENT This cookie is used to persist user ID, language ID, and currency for each store ID visited in the session. Multiple sets of identifiers can exist if the user visits more than one store.

Category Cookie name Description
BloomReach Organic Search Analytics cookies _br_uid_2 Created by the BloomReach tracking pixel library (BrTrk). It creates a unique anonymous identifier for every browser or device. This cookie is set to expire after 1 year by default.
SNAP Analytics _br_mzs An analytics cookie that records the start and end of sessions. It is also used to route a specific shopper's traffic to the appropriate BloomReach SNAP web servers. This cookie is set to expire after 30 minutes by default.
SNAP Analytics _br_mzs An analytics cookie that records the start and end of sessions. It is also used to route a specific shopper's traffic to the appropriate BloomReach SNAP web servers. This cookie is set to expire after 30 minutes by default.
_br_mzv An analytics cookie that records visit information such as first visit, last visit, and referrer information. This cookie is set to expire after 2 years by default.
A/B Testing _br_meu To continually improve BloomReach SNAP services, A/B tests are performed to measure and compare the performance of various algorithms and features. This cookie that contains unique identifiers for the shopper's experiment segments. It is created and updated by the REST API service. This cookie is set to expire after 1 year by default.
_br_me Contains per-experiment analytics and performance data. It is created and updated by the REST API service. This cookie is set to expire after 1 year by default.
User Preferences _br_mzp Stores a shopper's implicit and explicit preferences. These preferences are used by the BloomReach SNAP services such as Search, Auto-suggest, and JustForYou for personalization. It is created by the REST API service. This cookie is set to expire after 2 years by default.

Persistent sessions (Remember Me)

Customer type Can view Cannot view
Guest user the pending shopping cart from previous sessions
  • order history
  • previous shipping and billing addresses
Registered user
Note: Registered customers are prompted to log on before they can view sensitive information.
  • the pending shopping cart from previous sessions
  • coupons
  • promotions
  • eligible contracts

Third party cookies

You may notice some cookies that aren't related to Dunelm. If you go on to a web page that contains embedded content, for example from YouTube, you may be sent cookies from these websites. We don't control these cookies, so we suggest you check the third-party websites for more information about their cookies and how to manage them.

Below is a list of some business partners that may set cookies dunelm.com include:

Name Cookie purpose
BVImplMain%20Site Used for BazaarVoice
This cookie is used for the function in which users can provide feedback regarding our products. This cookie contains an integer.
cmAddToBag
CmTPSet
CoreM_State
CoreM_State_Content
Used for Coremetrics
These web analytics cookies, provided by IBM Inc., are used to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site. The cookies collect information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from and the pages they visited. Information about the types of cookies used by IBM can be found here https://www-304.ibm.com/support/knowledgecenter/SSZLC2_7.0.0
FromHeader Used to find the selected address in page
storeROCSIds Used for Rocs items
__unam googleanalytics
Share This
The “__unam” cookie is set as part of the ShareThis service and monitors “click-stream” activity, e.g. web pages viewed, navigation from page to page, time spent on each page etc. The ShareThis service only personally identifies you if you have separately signed up with ShareThis for a ShareThis account and given them your consent. You can read the ShareThis privacy policy here. This page also explains how you can opt out of the tracking aspects of the ShareThis Service if you wish to.
http://www.sharethis.com/legal/privacy/#sthash.zIjahCNd.dpbs
rr_rcs Used for Rich relevance
priceMode This cookie is used to remember if the prices showed in the stores are indexed or calculated.
Ecommerce Tag - Confirmation Page Ecommerce tracking allows you to measure the number of transactions and revenue that your website generates. Place this tag on a confirmation page only.
Ecommerce Tag - Confirmation Page - Allow Linker Ecommerce tracking allows you to measure the number of transactions and revenue that your website generates. Place this tag on a confirmation page only.
Generic Page View This tag registers a pageview, and is intended for any page other than confirmation pages.
aw3769
Awin Conversion Tag
This is used by affiliate window when you purchase from us through another site.
To opt out see http://www.networkadvertising.org/choices/
Criteo One Tag This allows Criteo to collect and use technical data relating to your browsing navigation to display personalized advertisements.
To opt out see http://www.networkadvertising.org/choices/
Google Conversion Tag This tag anonymously tracks a users purchase and the value of that purchase for internal reporting purposes only.
To opt out see http://www.networkadvertising.org/choices/
Google Remarketing Tag This allows Google to collect and use technical data relating to your browsing navigation to display personalized advertisements
To opt out see http://www.networkadvertising.org/choices/
Kenshoo Conversion Tag The Kenshoo cookie offers anonymous tracking of users who engage our adverts and/or website. They may collect the time and date of the engagement, Details about the device, operation system and browser used by the User, The URL of the landing page of the Customer Website, The URL of the referring website and The search term used by the User to reach the Customer Website
To opt out see http://match.xg4ken.com/services/fb/optout
qtag_
Qubit OpenTag
Qubit collects anonymous information on the number of pageviews and referrers to our site
To opt out see http://www.aboutcookies.org/

Managing cookies

If cookies aren't enabled on your computer, it will mean that your shopping experience on our website will be limited to browsing, it also means you won't be able to add products to your basket and buy them.

To enable cookies

If you're not sure of the type and version of web browser you use to access the Internet:

For PCs: select 'Help' at the top of your browser window and click the 'About' option

For Macs: with the browser window open, select the Apple menu and click the 'About' option

How to check cookies are enabled for PCs

Google Chrome

1. Select 'Tools' at the top of your browser window and select Options

2. Select the 'Under the Hood' tab, locate the 'Privacy' section, and select the 'Content settings' button

3. Now select 'Allow local data to be set'

Microsoft Internet Explorer 6.0, 7.0, 8.0, 9.0, 10 & 11

1. Select 'Tools' at the top of your browser window and click 'Internet options' , then select on the 'Privacy' tab

2. Ensure that your Privacy level is set to Medium or lower, which will enable cookies in your browser

3. Settings above Medium will disable cookies

Mozilla Firefox

1. Select 'Tools' at the top of your browser window and click Options

2. Then click the Privacy icon

3. Select Cookies, then click 'allow sites to set cookies'

Safari

1. Select the Cog icon at the top of your browser window and select the 'Preferences' option

2. Select 'Security', check the option that says 'Block third-party and advertising cookies'

3. Click 'Save'

How to check cookies are enabled for MACs

Microsoft Internet Explorer 5.0 on OSX

1. Select 'Explorer' at the top of your browser window and click 'Preferences'

2. Scroll down until you see 'Cookies' under Receiving Files

3. Select the 'Never Ask' option

Safari on OSX

1. Select 'Safari' at the top of your browser window and select the 'Preferences' option

2. Select 'Security' then 'Accept cookies'

3. Click the 'Only from site you navigate to'

Mozilla and Netscape on OSX

1. Click on 'Mozilla' or 'Netscape' at the top of your browser window and select the 'Preferences' option

2. Scroll down until you see cookies under 'Privacy & Security'

3. Select 'Enable cookies for the originating web site only'

Opera

1. Click on 'Menu' at the top of your browser window and select 'Settings'

2. Then select 'Preferences', select the 'Advanced' tab

3. Then select 'Accept cookies' option

All other browsers

Please consult your online help files or supporting documentation.

Further information about cookies

To learn more on cookies and how to manage them, visit www.aboutcookies.org

Banner advertising on other websites

Banner advertising is designed to provide you with a selection of products based on what you've been viewing on dunelm.com, which are presented to you by our agency when you visit other selected websites. The adverts may highlight alternative products as well as ones from other categories relevant to your browsing history. These adverts are based on cookies.

Your privacy

The data contained in the cookie used in these adverts is completely anonymous and doesn't contain any of your personal details.

Disabling these adverts

We would like to continue to display content that's relevant to you; however, you can choose to opt out of this type of advertising permanently by following this link http://www.networkadvertising.org/choices/ Please note though, that if you delete your cookies too, we'll no longer know that you've opted out, so the banners from Struq will reappear when you visit other selected websites.

Transaction security

Our site uses the most advanced security software currently available for online transactions, find out more.