Privacy Policy

Protecting your privacy

At Utility, we’re committed to protecting your privacy and security. We’re all online shoppers ourselves so we appreciate and respect how important privacy is. Below we outline how your personal information (anything that can be used to identify a living individual, either directly or indirectly. This can refer to obvious things like your name and address, but also online identifiers like IP address) are collected, stored and processed.

Who is the data controller for

For all services, the data controller — the company responsible for protecting your privacy— is Utility Design Ltd.

15 Skyhawk Avenue,
Dakota Business Park

Phone number: 0151 494 9412
Email address: [email protected]
Registered company number: 10919861
ICO registration number: A8800634

Our promise to you

In order to provide the level of customer service we pride ourselves on, sometimes we need to collect and process some of your personal information, but we promise…

  • We’ll only store what we need to improve your experience on
  • We’ll protect your information like it’s our own. We’re committed to maintaining safety and security across our site by using appropriate security measures and controls.
  • We’ll always aim to take your side, and talk your language.
  • We’ll only keep your information for as long as we need it, or as long as you’re a customer. If it’s not being used, we’ll delete it.

The information we will collect online

  • Identity data – title and name
  • Contact data – address, postcode, email address or telephone numbers.
  • Usage data – information about how you use our website.
  • Transactional data – a record of the products you’ve purchased from us, including the data and spend in relation to that purchase.
  • Technical data – IP address, login data (if relevant), web browser version and type, time zone, location and operating system.
  • Marketing data – a record of your marketing preferences including Utility communications and third parties.

The information we may collect in store

We will occasionally run giveaways/competitions in store that require customers to sign up to our web newsletters as an entry method. Personal information will be collected either through hardcopy forms you can fill in or via a QR code that directs you to our online signup form.

  • Identity data – title and name
  • Contact data – address, postcode, email address or telephone numbers.
  • Technical data – IP address, login data (if relevant), web browser version and type, time zone, location and operating system.
  • Marketing data – a record of your marketing preferences including Utility communications and third parties.

The information we won’t collect

We won’t collect any of the following. Information about your religious or philosophical beliefs, sexual orientation, gender, race or ethnicity. We will not collect information relating to political opinions, trade union memberships or information relating to your health, genetics or biometric data. 

How we use your information

We use your information in a variety of ways, which we’ve outlined in the table below.

What your information is used for What specific data is collected Legally, why do we do that? Legitimate interests
To process and deliver your order Identity contact It’s an important part of our contract with you.
To manage payments / recover money owed to us Identity contact & transaction data It’s an important part of our contract with you + legitimate interests. To recover any debt owed to us
To create a user profile when you open an account Identity contact It’s an important part of our contract with you. -
To send you account and service updates Identity contact & transaction data It’s an important part of our contract with you + legitimate interests. To keep our records up to date and ensure we meet legal obligations.
To send you information about products and services Identity contact, marketing preferences, technical, usage & profile data. Legitimate interests To tailor our services for the betterment of your customer experience and to help our business grow.
To administer and protect our business and our website Transactional, technical and usage data. Legitimate interests Running our business, provision of administration and IT services, network security
Handle returns in accordance with ourTerms and Conditions and provide customer service and support Identity contact and transactional data. It’s an important part of our contract with you.
Carry out session recordings to improve website functionality and user experience. Identity, technical and usage data. Legitimate interests. To better understand how customers use our website. To highlight and fix bugs or potential UX updates.
To enable survey feedback and competition entries Identity, contact and transactional data It’s an important part of our contract with you + legitimate interests. To collect feedback and ultimately improve our services.
For data analytics Technical, usage and profile data.  Legitimate interests To inform market strategy, improve our web services and product listings. To define user groups by type..
Proof of identity Identity contact It’s an important part of our contract with you + legitimate interests. In order to protect both you and Utility against fraudsters, we may need you to confirm your identity to make sure that it was you who placed an order. 
Allocation of unique customer ID when you first shop with us. Identity contact It’s an important part of our contract with you.

Sharing your information

We do not, and will not, sell any of your personal information with any third party, including but not limited to your name, address, contact or payment details.

However, we do share some of your data with the following companies as an essential part of being able to provide our services to you. Your personal information is protected by their privacy policies.


We use Mailchimp to help manage our marketing database and send out newsletter information to you if you have requested that we do so. If you have signed up to receive our newsletter then information including your name, email address and transaction history will be stored within the Mailchimp system.

MailChimp is Privacy Shield certified and also uses Standard Contractual Clauses to ensure the security of processing outside of the EEA.

Mailchimp’s privacy policy can be viewed here

Delivery Partners

In order to ensure your orders are fulfilled, we will share your name, address, email address and telephone number (if entered as part of the checkout process) with our courier partners. The courier will use this information to provide you with delivery updates. We use various delivery companies to deliver orders based on size, region and service chosen at checkout - you can find out more about our delivery services here.


We use third-party payment providers Opayo (previously Sagepay), Paypal, Apple Pay, Amazon Pay and Klarna (previously Close Brothers) to securely process our transactions, so information relating to your transactions, including card details, will be shared with these providers.

Read PayPal’s Privacy Statement for more information about how they keep your personal data secure.

Read Opayo’s privacy policy here.

Read Klarna’s privacy notice here.

How long do we keep your data?

We work hard to ensure that your personal data is not kept any longer than necessary to fulfil the purpose for which it was collected. Generally, we will not keep your information for longer than 6 years as this is a statutory retention period for HMRC.

Your Rights

We accept that you have the following rights with regards to your personal data:

  • The right to be informed – this privacy policy explains how your personal data is processed by Utility Design Ltd.
  • The right to access – you can request that we provide you with all of the personal data we hold about you. We will provide this to you free of charge within one month of your request.
  • The right to rectification – you can manage your personal details within your Utility customer account to ensure they are up-to-date, or you can contact us to let us know if we have any incorrect or out-of-date information about you.
  • The right to erasure – you have the right to have your data “erased” in the following citations…

1. Where the personal data is no longer necessary in relation to the purpose for which it was originally collected or processed;

2. When you withdraw consent;

3. When you object to the processing and there is no overriding legitimate interest for continuing the processing;

4. When the personal data was unlawfully processed; 5. When the personal data has to be erased in order to comply with a legal obligation.

  • The right to restrict processing – you have the right to restrict processing in certain situations such as…

1. where you contest the accuracy of your personal data, we will restrict the processing until you have verified the accuracy of your personal data;

2. where you have objected to processing and we are considering whether our legitimate grounds override your legitimate grounds;

3. when processing is unlawful and you oppose erasure and request restriction instead;

4. where we no longer need the personal data but you require the data to establish, exercise or defend a legal claim.

  • The right to object – You have the right to object to the processing of your personal data in the following circumstances…

1. Direct marketing – remember you can opt out at any time from our marketing communications by using the link present in all of our marketing emails or by contacting us directly via email or telephone.

2. Where the processing is based on legitimate interests

You also have the right not to be subject to a decision that is based solely on automated processing. does not conduct any automated decision making, including profiling, on our customers.

Changes to our privacy policy

We may make changes to this page from time to time, to reflect how we are processing your data. If we make significant changes, we will make that clear on the Utility website or by some other means of contact such as email, so that you are in an informed position to review changes before continuing to use

Do you have any concerns?

If you’d like to talk through any of the above with us, please feel free to email [email protected] 

If you feel as though we have not processed your data according to the law, please let us know and we’ll be sure to try and fix the problem. If you’re still not satisfied, you have the right to make a direct complaint with the ICO here.


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Thank You Messages

I really appreciate the support on this replacement... Fantastic customer service and I will be returning for future purchases.

Feb 14th 2019 | Ben

Thank you for your really excellent service.

Jun 8th 2020 | Carol

We had some work on our house that ran over and Utility held onto our sofa for around a month whilst we finished up. Once we requested, the items were delivered really quickly. We took delivery last week and the massive boxes have doubled up as a castle i

Jul 9th 2020 | Chris and Lucy

As on the two previous occasions I have used your company I have found the service to be nothing short of impeccable. Keep it up!

Sep 18th 2020 | Fergus

Thanks to you and the team for the standout service - very impressive. Have a great weekend, Chris

Oct 9th 2020 | Chris

I ordered 2 items for my daughter's birthday. I was unsure the order had been completed. I contacted Utility to question this. I was quickly and politely responded to. I was assured my order had been processed and Jess informed me she would pack it hersel

Aug 30th 2020 | Claire

This was my first purchase with Utility. I ordered a Frida Mini Planter in July and Utility really quickly confirmed my order was placed and dispatched. Unfortunately - through no fault of Utility - my order went missing and was lost by Royal Mail. I cont

Sep 4th 2020 | J Taylor

I have nothing but praise for UtilityDesign. The level of customer service has been outstanding - nothing has been too much to ask. We were in the process of making quite a significant purchase and there was never any pressure to be forced into a sale. I

Sep 5th 2020 | Charlotte

Ordered a magis medium puppy on sunday 26th july arrived on Tuesday 28th july.really pleased with our purchase. Fast delivery. Would recommend. Also I messed up on the payment and Jessica couldn't have been more helpful and understanding. Big thank you. B

Jul 29th 2020 | Angie

I have nothing but praise for Utilitydesign. The response to my order was prompt and even though I had ordered the incorrect size of the item I wanted, they replaced it equally promptly with the correct size at no extra cost. My enquiries were dealt with

Aug 7th 2020 | Carol

Have bought several items from this website including a sofa. The customer service was outstanding. I had swatches sent, I had personal phone calls and advice> the communication was outstanding. I would use this company over any other carrying similar sto

Aug 12th 2020 | Mel

"Thank you for your timely responses and wonderful after care. Utility are a fantastic company and one I will continue to use and recommend."

Feb 22nd 2021 | Jo

"You have been absolutely fantastic and made my experience stress free. Your customer service is faultless! Utility design will be my destination for any homeware and furniture I choose in future."

Dec 7th 2020 | Lampros

I would just like to say a big thank you for the level of service we received following our recent order and delivery of Eames DSR chairs for our new home.

Oct 20th 2020 | L Duffy

"Thank you again for your courteous and efficient handling of my order. Take heart from the fact you and your company will have my business and recommendations in the future."

Feb 8th 2022 | Lorina