Your information
Privacy policy
This policy explains what personal information we collect when you use onlinekitchensuk.co.uk, visit our showroom or buy from us, why we need it, who we share it with and the choices you have.
Last updated: 6 October 2026
Who we are
Online Kitchens UK is a trading name of Chimera Kitchens Ltd. We are the controller of the personal information described in this policy.
- Address: 60 Alstone Lane, Cheltenham GL51 8HE
- Email: [email protected]
- Phone: 01242 523879
If you have any question about this policy or your information, contact us using any of the details above.
What we collect
Information you give us
- Contact details: your name, email address, phone number, and delivery and billing addresses.
- Orders and quotes: what you buy or ask us to price, kitchen plans, measurements, photos and drawings you send us, and notes about your project.
- Enquiries and messages: what you tell us through our forms, by email, by phone, in the showroom, and in the website's chat assistant.
- Your account: if you sign in to view your orders, your email address and the one-time codes we send you. We do not ask you to set a password.
- Reviews: if you leave us a review, your name (or the name you choose) and what you write. Reviews may be published on our website.
Payment information
Card payments are taken by our payment provider Opayo (Elavon), and PayPal payments by PayPal. Your full card details go straight to them and never reach us or our website. We receive confirmation that a payment was made, the amount, and limited details such as the card type and last four digits.
Information collected automatically
- Technical information: your IP address, browser and device type, and the pages you visit. Our hosting provider records this to keep the website running and secure.
- Cookies and similar technologies: see "Cookies" below.
How we use it, and our lawful basis
| What we do | Lawful basis |
|---|---|
| Prepare quotes, take and deliver orders, arrange payment, send order confirmations, invoices and dispatch updates, and handle returns, faults and guarantee claims. | Contract: we need it to provide what you've asked for. |
| Answer your enquiries, messages and chat questions. | Legitimate interests: responding to people who contact us. If you are asking about an order, also contract. |
| Sign you in to your account with an emailed code. | Contract. |
| Keep sales and accounting records. | Legal obligation (for example HMRC record-keeping). |
| Prevent fraud and keep our website and systems secure. | Legitimate interests. |
| Measure how our website is used and how well our advertising works (analytics and advertising cookies). | Consent, which you give or refuse in our cookie banner. |
| Send you news or offers by email, if you ask to receive them. | Consent. You can unsubscribe at any time. |
We do not sell your personal information. We do not make decisions about you using solely automated means that have legal or similarly significant effects.
Who we share it with
We share only what each organisation needs to do its job for us:
- Suppliers and delivery companies: the manufacturers and couriers who make and deliver your kitchen, appliances, sinks, taps and accessories receive your name, delivery address and phone number so they can deliver to you.
- Payment providers: Opayo (Elavon) and PayPal, to take payments and prevent fraud.
- Service providers who run our systems for us:
- Cloudflare: website hosting and security.
- Supabase: our order, enquiry and account database, and customer sign-in.
- Resend: sends our website's emails, such as order confirmations and sign-in codes.
- Microsoft 365: our email inbox.
- Anthropic: powers the website's chat assistant, which answers questions about our products using what you type into it. Please don't enter payment details or other sensitive information in the chat.
- Google: analytics and advertising (only if you accept cookies), and our product listings on Google Shopping. When you place an order or send an enquiry, we may also send Google a scrambled (hashed) copy of your email address, phone number and name so it can tell us whether our adverts led to it ("enhanced conversions"). Google cannot read the original details from the scrambled copy.
- Meta (Facebook and Instagram): advertising measurement, only if you accept cookies and only while we run those adverts.
- Professional advisers and authorities: our accountants, insurers and legal advisers where needed, and the police, HMRC or other authorities when the law requires it.
- If our business changes hands: a buyer of our business, under the same protections as this policy.
International transfers
Some of our service providers store or process information outside the UK, including in the European Economic Area and the United States. Where they do, we rely on UK adequacy regulations (including the UK Extension to the EU–US Data Privacy Framework where the provider is certified) or the UK's International Data Transfer Agreement or Addendum, so your information keeps an equivalent level of protection.
How long we keep it
- Orders, invoices and payment records: 6 years after the end of the financial year in which the order was completed, for tax and accounting purposes, and so we can deal with guarantee claims.
- Quotes and enquiries that don't become orders: up to 2 years after we last heard from you.
- Your online account: until you ask us to close it. Order records are then kept for the period above.
- Chat assistant conversations: up to 12 months.
- Marketing consent: until you unsubscribe. We then keep a record that you opted out so we don't email you again.
Cookies
Cookies are small files stored on your device. We use:
- Essential storage: to keep your basket, keep you signed in, remember your cookie choice and keep the website secure. The website cannot work properly without these, so they don't need your consent.
- Analytics cookies (Google Analytics): to understand how visitors use the website so we can improve it.
- Advertising cookies (Google Ads and, when we run them, Meta): to measure whether our adverts lead to enquiries and sales, and to show our adverts to people who have visited us.
Analytics and advertising cookies are only set if you choose Accept in our cookie banner. If you choose Reject, they stay off. You can change your mind at any time using Cookie settings at the bottom of any page, or by clearing cookies in your browser.
Your rights
Under UK data protection law you have the right to:
- ask for a copy of the personal information we hold about you;
- ask us to correct information that is wrong or incomplete;
- ask us to delete your information, where we no longer need it or have no other lawful basis to keep it;
- ask us to restrict how we use your information, or object to us using it on the basis of our legitimate interests;
- ask for information you gave us to be sent to you or another organisation in a machine-readable format;
- withdraw your consent at any time, where we rely on consent. This doesn't affect anything we did before you withdrew it.
To use any of these rights, email [email protected] or write to us at the address above. We will reply within one month. It's free unless a request is clearly unfounded or excessive.
If you're unhappy with how we've handled your information, please tell us first so we can put it right. You also have the right to complain to the Information Commissioner's Office (ICO): ico.org.uk/make-a-complaint, telephone 0303 123 1113.
Keeping your information safe
Our website uses encrypted (HTTPS) connections. Access to customer information is limited to our staff who need it, and they have to sign in. Our service providers are bound by contracts to protect your information and use it only on our instructions.
Children
Our website and products are for adults. We don't knowingly collect information from anyone under 18.
Changes to this policy
We may update this policy from time to time. The latest version is always on this page, with the date it was last updated at the top.