Privacy statement

This privacy statement contains information about the processing of your personal data via the websites www.upstairs.com and www.upstairs.nl operated by Escada B.V., also trading under the names Upstairs and Upstairs Staircase Renovation (“Upstairs”). Upstairs is responsible for the processing of your personal data.

At Upstairs, the protection of your personal data is of the utmost importance. We understand that you wish to protect your personal information and privacy. We will always process your personal data in accordance with applicable laws and regulations, including the General Data Protection Regulation and the Telecommunications Act. This statement explains how and for what purposes we collect your personal information, and how this information will be used.

Upstairs’ contact details:

Escada B.V.
Risseweg 24
6004 RM Weert
Netherlands
Email: info@upstairs.com

Telephone: +31 495 75 13 00
Chamber of Commerce number: 17238114

Your personal data

We will not process your personal data for any purpose other than those set out in this privacy statement. Furthermore, your personal information will not be retained for longer than is necessary for these purposes, unless we are required by law to retain or further process it.

Request information

On our website, you can request information about Upstairs and the various options for purchasing products from Upstairs or one of our affiliated companies. To do so, please use our contact form. We will ask you for your name, postcode, telephone number and email address. Providing your postcode helps us to sort and group certain enquiries. We will send you an email to confirm your request for information, after which we will contact you by telephone to provide you with the best possible service. With your consent, we may also contact you via text message or WhatsApp, for example to keep you updated on your request, confirm an appointment, or inform you about our products or services.  We may send you information about our products by post on a few occasions. We have a legitimate interest in doing so. In order to improve our services, we or third parties engaged by us may contact you at any time by email or telephone to ask if you would like to take part in a survey or research. Participation is not compulsory. After you have completed the contact form, we will delete your data in any event no later than 12 months after receipt. You may also object at any time, in which case we will no longer contact you.

Newsletter

You can choose to receive exclusive offers and newsletters by email. To receive these newsletters, we ask for your email address. If you have chosen to receive these offers from Upstairs, you can unsubscribe at any time by clicking on the unsubscribe link included at the bottom of every email, or by sending an email to that effect to info@upstairs.com. Once you have withdrawn your consent, we will delete your email address as soon as possible, but no later than within two weeks.

Staircase renovation

If you express an interest in a staircase renovation by Upstairs, we will ask you for your name, address details, telephone number and email address, provided you have not already supplied this information when requesting details via our contact form. We require this information to discuss the options with you at your home, to provide you with tailored advice and to issue a suitable quote. If you have placed an order for a staircase renovation, we will keep you informed by email regarding the status of your order and other information relating to the upcoming staircase renovation. In connection with our warranty, we retain the necessary customer data for the warranty period of ten years following the installation of your staircase.

Ratings and reviews

If you have had your staircase renovated by Upstairs, we may send you an invitation to review our services and products. When you submit a review, we ask for your email address so that we can prevent any fraud. We do not display your email address on the website, nor is it used for any other purpose. We will retain your email address indefinitely.

Leaving a review is not compulsory. If you wish to leave a review, you can give your consent for your first name and surname to be displayed when the review is posted. You can also post the review anonymously or submit it to us for internal use and analysis. We greatly value your opinion and are happy to share it with others so that they can make an informed decision. We also use your review to optimise our services. If you post your review anonymously or with your name, we may display it on our website and via Google and Facebook. We do not share your email address with third parties.

Working at Upstairs

You can apply for vacancies at Upstairs or one of our sister companies – Van Dijk Staircase Solutions, Steyl Montage B.V. and Stairmaker – via the forms provided on our website. The information you provide will be used solely for recruitment and selection purposes, to assess whether you are suitable for the vacant position. To do this, you must provide your first name and surname, your telephone number and email address, and upload your CV. You may also attach your cover letter to the application form or leave any comments. Once the application process has been completed, your data will be deleted within four weeks, unless you give your consent for your data to be retained for up to one year after the end of the process.

Telephone customer service

When you contact our customer service team by telephone, details of this interaction may be recorded, for example by noting down your comment, question or complaint, so that we can continue to assist you at a later date. Your telephone calls with our customer service team may also be recorded. You will be informed of this during the call and before the recording begins. The recordings are used for training purposes and as evidence of the conclusion of a contract or other agreement made. The telephone calls are deleted once they are no longer required for these purposes.

We will seek your prior consent to process your personal data, unless the data is necessary for the performance of a contract, we are legally obliged to do so, or we have a legitimate interest in doing so. If you have given your consent to the processing, you have the right to withdraw this consent at any time.  Any processing that was based solely on your consent will then be discontinued. However, the withdrawal of your consent does not affect the lawfulness of processing based on that consent prior to its withdrawal or based on a legitimate interest.

Cookies

We use cookies on Upstairs’ websites. Cookies are small text files that are stored on your device’s hard drive by your browser or application and are read by a browser. We use cookies to ensure the website functions properly, to measure the website’s effectiveness, and for marketing purposes.

In our cookie policy, we describe all the cookies used on the Upstairs websites.

Functional cookies

Functional cookies are strictly necessary for the website to work. Our website uses these functional cookies, for example, to remember whether you have accepted cookies and to prevent you from having to click on the same message multiple times.

Analytical cookies

Cookies may be used to measure the quality and effectiveness of the website, for example by tracking how many unique visitors access the website, how visitors arrived at our website, which parts of the website they visit, and when. These cookies can also be used to track which version of the website is most effective. The analytical cookies placed by Upstairs have little or no impact on your privacy.

Tracking cookies

Cookies used to collect certain data in order to send you targeted adverts are known as tracking cookies. These cookies collect data to identify individual website visitors. We will ask for your consent before these cookies are placed. A full list of all tracking cookies can be found here. You can manage your preferences for interest-based advertising entirely yourself via Youronlinechoices.com.

You can use your browser settings to specify that you wish to automatically block or delete cookies. In that case, Upstairs cannot guarantee that all services and features of the websites will function correctly. How you manage cookies depends on which web browser you use. You can find more information at Allaboutcookies.org.

Your rights

As we collect and use your personal data, you have the right to request access to, and the correction or erasure of, your personal data. You also have the right to restrict our processing of your personal data or to object to it. You may also request that we transfer your personal data to you.

With regard to the processing of your personal data by Upstairs, you therefore have the right to:

• to obtain confirmation as to whether or not your personal data is being processed and, if so, to access this personal data and other information relating to it;
• to have incorrect personal data rectified or incomplete personal data supplemented;
• to have your personal data erased if the data is no longer necessary, you withdraw your consent and there is no other legal basis for the processing, you have – justifiably – objected to the processing, and/or if your personal data has been processed unlawfully;
• to restrict processing if it is not certain whether your personal data is accurate, your personal data has been processed unlawfully, your personal data is no longer necessary for Upstairs but you need it for a legal claim, and/or if you have objected to the processing and this objection is still being assessed;
• to receive your personal data in a structured and electronic format and to transfer it – where possible directly – to another party.
   

You will receive a response to your request within one month at the latest. If you disagree with the content of this response, the rejection of your request, or Upstairs’ processing of your data in any other way, you always have the right to lodge a complaint with the Dutch Data Protection Authority.

Third parties

We may share your personal information with other parties in certain circumstances where this is necessary for the performance of a contract, where we are legally obliged to do so, where we have your consent, or where we have a legitimate interest in sharing this information.

Your personal data may be shared with external service providers and business partners where this is necessary for the performance of a contract, where Upstairs is legally obliged to do so, where we have your consent, or where we have a legitimate interest in sharing this personal data.

We share your personal data with the following categories of third parties:

• IT and cloud service providers, to manage and optimise our website and systems, amongst other things;
• Partners who process payment details;
• Companies affiliated with Upstairs to enable us to offer you suitable products;
• Logistics service providers, to enable us to deliver our products to you, amongst other things;
• Marketing service providers who assist us with our marketing activities, including sending newsletters. For example, we use MailChimp to send newsletters. We only provide your name and email address to this party for this purpose;
• (Legal) entities that process reviews and/or provide customer service, including conducting surveys or research. For example, we use the services of Trustpilot to collect reviews of our services and products, to which party we pass on your name and email address if you are invited to write a review;
• Legal and tax service providers where this is necessary in the context of our business activities;
• Regulatory bodies, authorities and the judiciary where we are legally obliged to do so;

These third parties are (contractually) obliged to take appropriate measures to protect your personal data in accordance with the applicable legislation. If your personal data is transferred to parties located outside the European Union, we will only do so if a country offers an adequate level of protection, other appropriate safeguards are in place, or there is a legal exception. If you wish to view these appropriate safeguards, please contact us.

Data security

We will take appropriate measures to ensure that your personal information is processed in accordance with applicable laws and regulations, and is protected against, for example, unauthorised and unlawful processing, loss, destruction or damage. For instance, we use an encrypted connection (HTTPS) on our website to ensure that the data you send is encrypted and secure.

Other

Upstairs reserves the right to amend the privacy statement provided on or via this website at any time without further notice. The latest update is dated August 2025. We will always process your personal data in accordance with the privacy statement in force at the time your data is collected. We recommend that you check regularly to see if this privacy statement has been amended. If you have any questions about this privacy statement or the processing of your personal data by Upstairs, please contact us at info@upstairs.com.