Privacy Policy

This policy explains what personal information Richmond Sleep Products (“Richmond”, “we”) collects when you use this website, why we collect it, and the choices you have.

What we collect

• The details you give us when you order or create an account: your name, email address, phone number and delivery address.
• Your orders, and any notes you add to them.
• Messages you send us through the contact form, WhatsApp or the website assistant, including the conversation itself.
• Your basket. It is kept in your own browser; if you enter your email at checkout, we also keep a copy so we can remind you about it.
• Basic technical information, such as your IP address, used to keep the site secure and prevent abuse.

Card payments

Card payments are handled by our payment provider. We never see or store your full card number.

How we use it

• To process and deliver your order, and to keep you updated about it.
• To answer your questions and arrange visits to our showrooms.
• To send you offers by email, SMS or WhatsApp — only if you have agreed to receive them. You can opt out at any time.
• To keep the website secure and working properly.

Who we share it with

We share only what is needed with the companies that help us run the shop: our payment provider, delivery partners, email and messaging services, and the service that powers our website assistant. We do not sell your personal information.

Cookies

We use cookies to keep you signed in and to remember your preferences. [If analytics are enabled: we also use analytics cookies to understand how the site is used.]

How long we keep it

We keep order records for as long as the law requires for accounting purposes. You can close your account at any time from your account page: your sign-in is deleted, and your past orders are kept only as records of the sale.

Your choices

You can update your details from your account, unsubscribe from marketing at any time, and close your account. For anything else, contact us using the details on our Contact page.

Visit counting.

When you arrive through one of our campaign links, we place a small cookie (rch_vid) that holds a random code, kept for 30 days. With it we count the steps of your visit on this site: the pages you open, the products you view and add to your basket, and whether an order is placed and paid. We also note the type of device and whether you're browsing inside the Instagram or Facebook app. It holds no name, phone number, email or address. If you place an order during that visit, the visit is linked to the order so we can confirm the payment against it. We keep these counts for 90 days, use them only to improve the shop, and share them with no one.

Session recordings.

If you accept cookies, we use Microsoft Clarity to see how the shop is used: where people tap, scroll and leave. Anything typed into forms (names, phone numbers, addresses, payment details) is hidden and never recorded. Microsoft processes this data for us under its own privacy statement. If you decline cookies, Clarity is not loaded.

Messages on Facebook and Instagram.

When you message our Facebook Page or our Instagram account, we receive your message, your name and your profile ID from Meta. Our AI sales assistant reads your message to answer you with our product information, prices and delivery details, and our team can read the conversation to follow up. We keep the conversation so we can help you with your order, and we use it for nothing else. You can ask us to delete it at any time by sending "delete my data" or by emailing richmondhomeltd@gmail.com. The assistant is provided by a company that processes messages for us and does not use them for its own purposes.

Meta Pixel

If you accept cookies, we use the Meta Pixel to measure the performance of our Facebook and Instagram ads. When you place an order, we share the purchase information with Meta, with your email address, phone number, and name hashed so they cannot be read in their original form.