Born from NASA technology and perfected for sleep.
Welcome - here's what this information covers
We've put together a list of all the key points about the terms and conditions that you'll be entered into when you place an order with us.
Let's start with the basics - 'who's who' and 'what's what'
You agree to be bound by the terms and conditions as set out below and they'll govern each Order that You place with us. Each Order is a separate legally binding contract. You should read these terms and conditions carefully and make sure You understand them.
If a provision in these terms and conditions is found to be invalid or unenforceable by a court, it will not affect the validity of the remaining provisions.
These terms and conditions are governed by the laws of England and Wales and don't affect your statutory rights.
1. WHAT DO THE TERMS MEAN?
1.1 In these terms and conditions and Your sale agreement (which was given to You on the day You purchased the Goods), the following words shall have the following meanings:
"You" or "Your" means the person named in the Order to who we’re supplying the Goods to in accordance with these terms and conditions;
"We", "Us" or "Our" means Dreams Limited, Knaves Beech Business Centre, 14 Davies Way, Loudwater, High Wycombe, Buckinghamshire HP10 9YU;
"Order" means Your order for the Goods;
"Goods" means all products listed in the Order;
“Made to Measure” mean any Goods that are made to specific, non-standard dimensions as determined by You; and
"Delivery" means the free delivery of the Goods to the Door of the delivery address specified in the Order, or, if You have chosen Our Room of Your Choice service, the chargeable delivery to Your preferred room at the delivery address specified in Your Order.
“Door” means the front door or doorstep of the delivery address specified in the Order, which shall include the entrance hall or indoor space immediately adjacent to the front door, or nearest safe space notified by You to Us.
“Blue-X” mattress means a barely used mattress that has been expertly and comprehensibly refurbished as part of Our sustainability programme.
“End-of-line clearance” mattress means brand new over-stock or discontinued mattress range that will not be replenished.
“Ex-display” mattress means a showroom model that has been tried over a period by in-store visitors and is sold “as seen”.
2. YOUR ORDERS:
2.1 These terms and conditions apply to Orders placed online, over the phone or through a brochure only. To view our terms and conditions for items purchased instore, please visit our website on www.dreams.co.uk/store-terms-and-conditions.
2.2 If You have chosen to pay via one of Our finance options, You will be required to enter into a separate finance agreement with one of Our finance providers. The finance agreement is a separate contract to Your Order and therefore if you cancel the finance agreement, the Order shall remain in effect and You shall be bound by these terms and conditions, including in respect of payment for the Goods. If You cancel the finance agreement You must find an alternative method of payment or cancel Your Order as set out in Paragraph 10 of these terms and conditions.
2.3 It’s Your responsibility to check:
(a) the dimensions of all Goods to ensure that they’ll fit into Your property; and
(b) that additional services requested (such as Room of Your Choice delivery, assembly, disposal for recycling, or BedCover service plan) are clearly noted in the Order. These will be shown separately. If they are not included in the Order, then these services have not been purchased and won’t be provided. These can be added by contacting Our Help Centre.
2.4 A confirmation of your Order will be sent automatically by email or postal service and, unless You are notified to the contrary within 48 hours of this confirmation, the Order will be deemed to be accepted by Us.
3. GOODS
3.1 The description of the goods will be as specified within the Order.
3.2 You should be aware that:
(a) all sizes given are approximate and stated bed and mattress sizes refer to the sleeping surface only;
(b) mattress sizes may vary slightly from their stated dimensions due to standard industry manufacturing tolerances; and
(c) comfort grading is for guidance only;
(d) when placing a mattress on a bedstead please note that there may be a gap around the edges; this is normal and is designed to allow for rotation & bedding.
3.3 We will ensure that at the time of delivery, the goods will:
(a) be of satisfactory quality;
(b) be fit for the purpose for which they are designed and supplied;
(c) be free from material defects in design, material and workmanship; and
(d) comply with all applicable statutory and regulatory requirements for selling the goods in the United Kingdom.
3.4 In addition to meeting our obligations set out in clause 3.3 above, if during the first 12 months from the date of delivery (the “guarantee period”), you inform us that you believe the goods do not conform to any of these obligations, we will arrange an inspection at our cost to verify this.
(a) if this inspection finds that we have not breached any of our obligations, we will decline any further action, but will provide full details of the reasons for the decision. You will have direct access to any reports completed by the inspection specialist;
(b) if the inspection verifies that the goods do not conform to any one of our obligations, should you be entitled to reject the goods for a refund under clause 3.7.1 below and you choose to exercise that right, we will provide a full refund without any deduction for use. In all other circumstances, your rights are set out in clause 3.7.
3.5.1 Our obligations cover normal domestic home use only and do not apply to any natural mattress settlement or any defect in the goods arising from fair wear and tear, wilful damage, accidental damage, negligence by you, commercial use, failure to follow our written instructions regarding care of the goods, or any alteration or repair to the goods that you carry out without our prior written approval.
3.5.2 Nor do our obligations cover defects drawn to your attention prior to purchase or where you examined the goods prior to purchase and you should have been reasonably expected to notice any defect.
3.6.1 Once the guarantee period has expired, if you believe the goods do not conform to the requirements set out in clause 3.3 above, you must provide suitable evidence showing that we are in breach of our obligations. Normally, such evidence would be in the form of a report from an inspection company arranged at your cost. Ideally, any inspection service used should be from a recognised, independent specialist approved by us to ensure that you and we have confidence in the inspection outcome.
3.6.2 If your own independent inspection report verifies that the goods do not conform to the requirements set out in clause 3.3 above, your rights are set out in clause 3.7 below. In these circumstances, we will also refund the cost of your inspection up to a maximum of £70, which is a reasonable level of cost for independent inspections.
3.7.1 In the rare event that goods are found not to conform to the requirements set out in clause 3.3 above, we will follow a fair and fast process. In these circumstances, you have the following rights:
If the breach is reported within 30 days beginning with the first day after the goods were delivered, you may, at your absolute discretion, exercise your right to reject the goods and we will provide a full refund of the price paid for them.
If you choose not to exercise your short-term right to reject, or if more than 30 days have passed since delivery of the goods, you may require the goods to be either repaired or replaced (with the same model) free of charge. If one of these remedies is disproportionate compared to the other, we will discuss with you which is the most reasonable and proportionate remedy.
If a repair or replacement of the goods is impossible or a previous repair or replacement has not resolved the breach, or if neither remedy can be achieved within a reasonable time, you may, at your absolute discretion, keep the goods and agree an appropriate price reduction or reject the goods and, subject to clause 3.7.2 below, obtain a full refund of the price paid for them
3.7.2 If you exercise your final right to reject after 12 months have passed since the goods were first delivered, we shall be entitled to reduce any refund by making a proportionate deduction for the use you have had of the goods since they were first delivered.
3.8 If the goods do not conform to this contract at the time of delivery, you have up to six years from that time to claim an appropriate remedy. You should report any non-conformity to us at the earliest opportunity and refrain from taking any action, including continued use of the goods, that may make any defect worse.
3.9 We guarantee that for 12 months from the date of repair or replacement, the goods will conform to the requirements set out in clause 3.3 above.
3.10 If any aspect of your order does not go quite according to plan, our aim is to make our after-care service as simple, clear and transparent as possible. Our complaints handling process can be seen here.
4. EXTENDED GUARANTEES:
If You have purchased an extended guarantee with your goods, these guarantees are subject to their own terms and conditions, which are stated on the guarantee paperwork.
5. PRICE AND PAYMENT:
5.1 Full payment is required at the time the Order is placed and Dreams Limited will collect this using the debit/credit card details supplied by the buyer.
5.2 Our prices are the same, whether you purchase online or in store.
6. OUR PRICE PROMISE TO YOU:
Our price promise applies to any undelivered bed or bedroom furniture for 28 days from purchase. If You see the same bed as on your Order in another retailer at a cheaper price (excludes specialist online 'only' retailers and outlet stores) We'll refund the difference. The price promise is subject to Us verifying the lower price.
7. OUR DELIVERY AND COLLECTION SERVICE
7.1 We will deliver Your Goods to your Door free of charge Monday to Friday. For added convenience, you can select Our Room of Your Choice service, and we will deliver the Goods to your preferred room. Should you choose this service, or the flexibility offered by our morning, afternoon or Saturday delivery options, each of these supplementary services these will attract the separate charges that can be seen on our web site.
7.2 Delivery will be made to the delivery address specified on the Order. We will not be able to change the delivery address for any Order covered by a finance agreement. For all other Orders any changes to a delivery address must be supported by documentary evidence. You must notify us at least 72 hours before delivery of any address changes. Any amendment, however small, may lead to an increase in lead time or change of delivery date. Paragraph 7.4 below will not apply to any such change in lead time or delivery date.
7.3 We can deliver to the majority of postcodes in mainland England, Scotland, Wales, Isle of Wight and the Highlands and Islands, but We may be unable to deliver to some locations. Please contact us for more details or check for excluded locations here. Deliveries for Northern Ireland will be processed, but delivery and after-sales services are dealt with by our office in Belfast.
7.4 Delivery dates and indicative lead times start from the date of the Order. While these are given in good faith, they may be subject to change due to events outside our control. If we are unable to deliver the Goods on the date you have booked or within the indicative lead time shown on our web site at the time the Order was made, then -
a) You will be entitled to cancel Your Order in accordance with Paragraph 10 of these terms and conditions and we will provide you with a full refund of all amounts paid.
b) if You do not wish to cancel Your Order, we will agree with you a revised date or further period of time for Delivery based on the circumstances appropriate for those Goods. Any agreement to a revised date or further period of time for Delivery does not affect your right to cancel Your Order at any time up to 14 days after fulfilment of any Delivery, in accordance with Paragraph 10 below.
7.5 If, as a result of circumstances beyond our control, we are or reasonably believe that we’ll be unable to complete delivery of the Goods, we’ll be entitled to cancel the Order and will provide You with a full refund of all amounts paid for the undelivered Goods and any unfulfilled services.
7.6 Delivery of Your Order will be made between 07:00 and 18:00 on the scheduled delivery date. You will receive notification of an estimated two-hour delivery time slot by email and/or SMS late afternoon the day before your scheduled delivery date. We will aim to reconfirm your estimated two-hour time slot by telephone before 10:30 on the morning of delivery. The estimated time slot is indicative only and not intended to be a guarantee. While we’ll make every effort to deliver your goods within the estimated time slot, on rare occasions deliveries may be affected by factors beyond our control. On such occasions, We will do our very best to keep You informed of any changes to your delivery time. Where You are responsible for Us being unable to deliver or exchange your goods, for instance, but not limited to, there being no-one at home to take delivery at the appointed time or access is not clear or free of obstruction or apartment service lifts being out of order, then You must pay the re-delivery charge shown on Our web site. The delivery-service level will remain as shown on Your Order.
7.7 Delivery will be deemed to have taken place when the Goods have been delivered to the address set out in the Order. We don’t need to satisfy Ourselves that the person accepting delivery at the agreed address is authorised by You to accept the Goods.
7.8 If you have selected Our Room of Your Choice service, and we reasonably believe that the Goods cannot be delivered to Your preferred room without damaging the Goods and/or Your property, or if the Goods do not fit in the Room of Your Choice, or, in the case of either delivery to Your Door or to the Room of Your Choice, there are access restrictions to or in Your home that prevents or inhibits reasonable attempts of Delivery, We will not be able to complete Delivery and will discuss alternative options with You. If Delivery cannot be completed under this Paragraph 7.8, You will not be entitled to a refund of any Delivery charges.
7.9 Where Paragraph 7.8 applies, You may choose to cancel the Order in accordance with your cancellation rights shown in Paragraph 10 below. However, You may choose to reselect to an alternative product as a replacement for the Goods, and in this case the following will apply:
(a) You must pay the difference between the price of the Goods and any replacement product which is of higher value;
(b) You shan’t be entitled to a refund of the difference between the price of the Goods and any replacement product which is of lower value; and
(c) You must pay the re-delivery charge shown on Our web site and Our reasonable administration costs. The delivery-service level will remain as shown on Your Order.
7.10 The Goods may require some assembly. If You have purchased an assembly service, this’ll be carried out by Us or a provider selected by Us. If You have not purchased this service, it’s Your responsibility to assemble the Goods. Please note that the availability of assembly services is dependent on the post code being delivered to.
7.11 If You purchase an assembly service, the Room of Your Choice cost is included in the assembly charge shown on Our web site.
7.12 You should inspect the Goods carefully upon Delivery. If any of the Goods are missing or damaged, You should inform Us at the time or within a reasonable time.
7.13 We’ll notify You in writing or verbally once the Goods are ready for Delivery or collection. If You fail to collect or take delivery of the Goods on the agreed date, We’ll not store the Goods, for any reason, for longer than 90 days.
7.14 Where You fail to pay any outstanding balance or take Delivery or collect the Goods within 90 days after the scheduled delivery date, We’ll be entitled to cancel the Order and provide a full refund of all monies paid. In these circumstances, We’ll send You written notification 14 days before cancellation, providing You with an opportunity to pay any outstanding balance or to agree a final delivery date.
8. RECYCLING:
8.1 The collection and disposal of Your old bed, headboard or mattresses is an additional service and the charges can be seen on Our web site. All items for disposal must be dismantled, if appropriate, and any mattress wrapped as securely as possible in the green bag provided by Us at the time of Order. We reserve the right to refuse collection if items for disposal are not wrapped as required or are still assembled in the property or are not available at the appropriate collection point in your home. Please visit our web site for more details on preparing for a disposal for recycling.
8.2 Where We are delivering your Goods free of charge to Your Door, the items for disposal must also be available for collection from your Door. Where You have chosen Our Room of Your Choice delivery service, We will collect items for disposal from that room.
8.3 Under no circumstance should items for disposal be left exposed to the weather and become wet or soiled. We reserve the right to refuse collection in this instance. In addition, Our delivery service driver may refuse to collect such items if they’re reasonably concerned about contamination of other customer Orders on his vehicle. In this instance, a full refund of the charges for the disposal will be given but You’ll be responsible for the disposal of such items.
9. RESPONSIBILITY FOR RISK AND OWNERSHIP:
9.1 Responsibility for and ownership of the Goods passes to You once the Goods are Delivered or collected.
9.2 Where You have decided to pay through Our finance options, responsibility for and ownership of the Goods will only pass to You in accordance with the terms of Your finance documentation.
10. CANCELLATION
10.1 You may cancel the Goods for any reason and at any point after placing Your Order, provided Your intention to cancel is notified to Us no later than 14 days after the day of Delivery. We will provide a full refund of the price You paid for the Goods without deduction, except as provided at sub-clauses 10.3, 10.4, 10.5 and 10.6 below. Your intention to cancel can be notified to Us by:
You may use our model cancellation template, but this is not obligatory provided You notify us in a clear and unambiguous manner.
10.2 Orders for made-to-measure goods (see definitions at clause 1 above) cannot be cancelled once Your Order has been accepted by Us.
10.3 You should not handle the Goods beyond what would be reasonably allowed in one of Our stores to establish the nature, characteristics and functioning of the Goods. If the value of the Goods is reduced by any amount through unnecessary handling, We shall be entitled to make a deduction of that amount from any refund.
10.4 In the case of sealed Goods, such as, but not limited to, pillows, mattress protectors and duvets, We reserve the right to reject cancellation for health protection or hygiene reasons if these Goods become unsealed after Delivery. This does not apply if the Goods in question are found to be faulty.
10.5 You must make the Goods available for collection by us within 14 days from the date you first notified us of your intention to cancel the Goods. We will deduct a charge from the refund to cover the cost of collection, and these charges can be seen on Our web site. Softs (see definitions at clause 1 above) should be returned via the Post Office using the prepaid returns label provided.
10.6 It is Your responsibility to take reasonable care of the Goods while they are in Your possession. If the Goods, when returned to Us, exhibit any signs of wear and tear or damage caused while they were in Your possession, We may require a further deduction from any refund to reflect the diminution in the value of the Goods.
10.7 You should return the Goods in their original packaging, if this is available, and, if it is not available, You should make sure that the Goods are suitably and sufficiently packaged to protect them while in transit back to Us.
11. ABOUT REFUNDS:
11.1 Refunds will be made to You as soon as possible and in any event within a period of 30 days from return of the Goods.
11.2 If Goods have been Delivered, then a refund can't be made until we've collected the Goods.
11.3 If You participated in a linked saving offer (for example, buy a bed for £999 and get £200 worth of free bedding) You must return both items to get a full refund. If You only returned the bed in the given example, You would be refunded only £799 to cover the price of the bedding.
11.4 If You participated in a 'multibuy' offer (for example, buy three items for the price of two) You must return all the items to get a full refund. If You only return part of such an Order, then any 'multibuy' saving will be deducted from the amount of Your refund.
12. OUR 100-NIGHT COMFORT GUARANTEE:
12.1 Our 100-Night Comfort Guarantee applies to all our mattresses, including adjustable, made-to-measure and end-of-line clearance mattresses, but does not apply to Blue-cross and ex-display mattresses, which are sold “as seen”. The Comfort Guarantee does not apply to bed frames, divans, adjustable or ottoman bases.
12.2 If at any time between 30 and 100 nights from the day of Delivery (or collection from store) You inform Us that Your choice of mattress is proving uncomfortable, as long as You comply with the conditions set out below, We’ll exchange it, without quibble, for an alternative mattress.
12.3 If you select a more expensive mattress, any difference in price between the original mattress on the one hand and the replacement mattress on the other must be paid at the time of re-selection.
12.4 If you select a less-expensive mattress, any difference in price will be returned to you in the form of Dreams vouchers. These can be redeemed against future purchases made in-store or through our telesales team. Vouchers cannot be redeemed against service costs.
12.5 Only one exchange under this Comfort Guarantee is available on each Order. For the avoidance of doubt, this clause 12, this clause shall not apply to a mattress previously delivered under this Comfort Guarantee.
12.6 The Comfort Guarantee is subject to the following conditions:
(a) We’re unable to process an exchange earlier than 30 nights from the day of Delivery as it can take this long for Your body to adjust to Your new mattress and for the fillings to settle.
(b) the returning mattress must be kept in perfect condition, so We insist on the use of a mattress protector. For health and hygiene reasons, We reserve the right to refuse an exchange if a mattress protector hasn’t been used or the product is marked or soiled.
(c) a collection-and-delivery charge will be applied to the exchange.
12.7 This clause 12 does not affect your statutory cancellation rights as set out in clause 10 above.
13. EVENTS OUTSIDE OUR CONTROL:
13.1 We'll not be liable or responsible for any failure to perform Our obligations under the Order that is caused by events outside Our reasonable control. These include (without limitation) the following:
(a) delays caused by one of Our suppliers, except in the circumstances envisaged by clause 7.6;
(b) strikes, lock-outs or other industrial action;
(c) fire, explosion, storm, flood, snow or other natural disaster;
(d) unavailability of shipping, aircraft, motor transport or other means of public or private transport; or
(e) unavailability of public or private telecommunications networks.
13.2 Our obligations under these terms and conditions are suspended for the period that such events continue, and we'll have an extension of time to perform these obligations for the duration of that period.
14. LIMITATION OF LIABILITY:
14.1 We are under a legal duty to supply products and services that are in conformity with this contract. Nothing in these terms will affect your legal rights. Advice about Your legal rights is available from your local Citizens Advice Bureau or Trading Standards office.
14.2 We’re responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we’re responsible for loss or damage You suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we’re not responsible for any loss or damage that isn’t foreseeable. Loss or damage is foreseeable if either it’s obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen.
14.3 In the case of damage to Your property caused by our failure to use reasonable care and skill during Delivery, Our liability is limited to Your direct costs of returning Your property to its pre-damage condition. We’re not responsible for any element of the repair cost that may be reasonably be considered as betterment.
14.4 We’re not liable for business losses. We only supply the products for domestic and private use. If You use the products for any commercial, business or re-sale purpose we’ll have no liability to You for any loss of profit, loss of business, business interruption, or loss of business opportunity.
14.5 Subject to clause 14.2, our total liability to You under or connected with these terms won’t exceed the price payable for the goods for any one event or series of connected events.
14.6 Nothing in these terms and conditions excludes or limits liability for death or personal injury caused by negligence, fraud or any other liability which may not otherwise be limited or excluded under applicable law.
15. PROTECTING YOUR DATA:
15.1 Here at Dreams, we take your privacy seriously. For a more detailed explanation of how we'll collect, use and store information relating to You, please see our Privacy and Security page To learn more about how we use cookies on our website, please check out our Cookie Policy Page
PRIVACY POLICY
Overview
Dreams is committed to respecting your privacy rights. This privacy policy, which applies whether you visit our stores, use our websites, or contact us by telephone or email, provides you with information about:
You don't need to take any action as a result of this privacy policy, but You do have certain legal rights as described below.
It's important that You read this privacy policy together with any other privacy notice or fair processing notice we may provide on specific occasions when we're collecting or processing personal data about You so that You are fully aware of how and why we're using your data. This privacy notice supplements the other notices and isn't intended to override them.
This website isn't intended for children and we don't knowingly collect or solicit data relating to children.
15.2Important information and who we are
Who we are
Dreams Limited is the “data controller” of your personal data (referred to as “we”, “us”, “our” or “Dreams”). In simple terms, this means that we: (i) “control” your personal data, including making sure that It's kept secure; and (ii) make certain decisions on how to use and protect your personal data, but only to the extent that we have informed You about the use or are otherwise permitted by law.
How to contact us or make complaints
If You have any questions regarding our use of your personal data (including any requests to exercise your legal rights), or this privacy policy, please contact [email protected].
Company Details
Dreams Limited is registered in England and Wales. Company registration number: 08428347. Registered Office: Knaves Beech, High Wycombe, Bucks HP10 9YU
Our full contact details are:
Dreams Limited Knaves Beech Business Centre 14 Davies Way Loudwater High Wycombe Buckinghamshire HP10 9YU FAO: Head of Customer Services
You've got the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We always appreciate the chance to deal with your concerns before You approach the ICO so please contact us in the first instance.
Changes to this privacy policy and your personal data
This privacy policy is regularly reviewed and was last updated on 18/05/2018
It's important that the personal data we hold about You is accurate and up-to-date. Please keep us informed if your personal data changes during your relationship with us.
Third-party sites and links
Our website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about You. We don't control these third-party websites and are not responsible for their processing of your personal data. When You leave our website, we encourage You to read the privacy notice of every website You visit
15.3 The personal data we collect about you
The types of personal data that we collect, use and store about You will depend on the product or service You have with us. We collect the following personal data:
The Dream's website isn't intended for children and we don't knowingly collect or solicit personal data from anyone under the age of 16.
when you visit our stores, which have a CCTV system operated for the security of both customers and our staff. These systems may record your image during your visit.
We don't collect any special category personal data about You (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.
15.4 How we obtain your personal data
Information You provide to us
We collect information about You directly when You provide it to us in correspondence and conversations (including via email and telephone) and through forms and contracts we may enter with You
Information we get from other sources
We collect personal data from third parties who have your consent to pass your details to us, or from publicly available sources.
In connection with an employment enquiry, we also collect data regarding your work authorisation status, education history, employment history and professional designations, and other information about your qualifications from third parties.
We may combine personal data that You provide to us with information that we collect from, or about You, in some circumstances. This will include information collected in an online or offline context
15.5 How we use your personal data
We'll only collect and process your personal data where we have the lawful basis to do so.
We use your personal data for the following purposes, and pursuant to the corresponding legal basis:
Marketing
We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising.
You'll receive marketing communications from us if you have requested information from us or purchased products or services from us, or if you provided us with your details when you entered a competition or registered for a promotion and, in each case, you have expressly consented to receiving that marketing.
We'll get your express opt-in consent before we share your personal data with any company outside the Dreams group of companies for marketing purposes.
You can ask us or third parties to stop sending you marketing messages at any time by contacting [email protected] or by following the unsubscribe link on the message
Where you opt-out of receiving these marketing messages, this will not apply to personal data provided to us as a result of a product or service purchase, warranty registration, product or service experience or other transactions (which we'll continue to process in order to perform a contract with you or as a result of our regulatory or legal obligations)
15.6 Who we share your personal data with
We'll share your personal data with third parties as required by law or regulation.
We'll also share your personal information with the parties set out below for the purposes set out in this privacy policy:
Registered credit reference agencies in order to identify and prevent fraudulent transaction, such agencies which may keep a record of that information (although a credit check isn't performed and your credit rating will be unaffected);
Affiliates and certain external third-party service providers and professional advisors, including:
in order to provide services on our behalf; and third-parties to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy policy.
We make sure any third-party that provides a service to or for us, which involves the processing of your personal data:
15.7 How we keep your personal data secure
We've put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. On our website this includes ensuring that all transactions are secure, with details that you send to us being encrypted and sent across a secure connection. You can see that the shopping bag and checkout is a secure area of our site because a padlock symbol or key will appear in the bottom of your browser. The encryption technique we use is certified by VeriSign, the world's most respected certification body for internet firms. This means that the information you send us cannot be read by anyone other than the Dreams team.
We limit access to your personal data to those employees, agents, contractors and other third-parties who have a business need to know. They will only process your personal data on our instructions and they're subject to a duty of confidentiality. We also train and instruct our employees that all personal data must be handled in accordance with this privacy policy and applicable privacy and data protection laws, and any misuse by employees is subject to disciplinary action.
We've put in place procedures to deal with any suspected personal data breach and will notify You and any applicable regulator of a breach where we're legally required to do so.
15.8 How long we retain your personal data for
We'll only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.
To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.
[In some circumstances we may anonymise your personal data (so that it can no longer be associated with You) for research or statistical purposes in which case we may use this information indefinitely without further notice to You].
For further information on how long we retain your personal data for, please contact [email protected].
15.9 International transfers of your personal data
We share your personal data with our partners, Bazaar Voice, GetTimely, ZenDesk, in the legitimate business interests of managing the performance of the Dream's website. Please note that these partners are based outside the European Economic Area in the U.S. and that transfers of your personal data to such partner companies will be made in accordance with the applicable data protection legislation. For information on the safeguards applied to such transfers, please contact [email protected].
15.10 Your legal rights
You have the right to access the personal data we hold about You, and there are a number of ways You can control the way in which and what information we store and process about You.
We've explained these individual rights and controls below. To exercise these rights and controls, please contact us at [email protected].
Access: You have the right to ask for a copy of the personal data that Dreams holds about You free of charge, however we may charge a 'reasonable fee' if we think that Your request is excessive, to help us cover the costs of locating the information You have requested. We'll respond to Your request as soon as possible and (save for in certain circumstances) within one month.
Correction: If there are any inaccuracies in the information we hold about You, please contact us and we'll correct them.
Deletion: If You think that we shouldn't be holding or processing Your personal data any more, You may request that we delete it. Please note that this may not always be possible due to legal obligations.
Restrictions on use: You may request that we stop processing Your personal data (other than storing it), if: (i) You contest the accuracy of it (unless the accuracy is verified); (ii) You believe the processing is against the law; (iii) You believe that we no longer need Your personal data for the purposes for which it was collected, but You still need Your data to establish or defend a legal claim; or (iv) You object to the processing and we're verifying whether our legitimate grounds to process Your personal data, override Your own rights.
Object: You've the right to object to processing of Your personal data where we're relying on a legitimate interest (or those of a third-party) and there is something about Your particular situation which makes You want to object to processing on this ground as You feel it impacts on Your fundamental rights and freedoms. You also have the right to object where we're processing Your personal data for direct marketing purposes. In some cases, we may demonstrate that we've compelling legitimate grounds to process Your information which override Your rights and freedoms.
Request the transfer: If You wish to transfer Your personal data to another organisation (and certain conditions are satisfied), You may ask us to do so, and we'll send it directly if we have the technical means. Please note that this right only applies to automated information which You initially provided consent for us to use or where we used the information to perform a contract with You.
Withdrawal of consent: If You previously gave us Your consent to allow us to process Your personal data for a particular purpose, but You no longer wish to consent to us doing so, You can contact us to let us know that You withdraw that consent. However, this will not affect the lawfulness of any processing carried out before You withdraw Your consent. If You withdraw Your consent, we may not be able to provide certain products or services to You. We'll advise You if this is the case at the time You withdraw Your consent.
think that your request is excessive, to help us cover the costs of locating the information You have requested. We'll respond to your request as soon as possible and (save for in certain circumstances) within one month.
Deletion: If You think that we shouldn't be holding or processing your personal data any more, You may request that we delete it. Please note that this may not always be possible due to legal obligations.
Restrictions on use: You may request that we stop processing your personal data (other than storing it), if: (i) You contest the accuracy of it (unless the accuracy is verified); (ii) You believe the processing is against the law; (iii) You believe that we no longer need your personal data for the purposes for which it was collected, but You still need your data to establish or defend a legal claim; or (iv) You object to the processing and we're verifying whether our legitimate grounds to process your personal data, override your own rights.
Object: You have the right to object to processing of your personal data where we're relying on a legitimate interest (or those of a third-party) and there is something about your particular situation which makes You want to object to processing on this ground as You feel it impacts on your fundamental rights and freedoms. You also have the right to object where we're processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.
Request the transfer: If You wish to transfer your personal data to another organisation (and certain conditions are satisfied), You may ask us to do so, and we'll send it directly if we have the technical means. Please note that this right only applies to automated information which You initially provided consent for us to use or where we used the information to perform a contract with You.
Withdrawal of consent: If You previously gave us your consent to allow us to process your personal data for a particular purpose, but You no longer wish to consent to us doing so, You can contact us to let us know that You withdraw that consent. However, this will not affect the lawfulness of any processing carried out before You withdraw your consent. If You withdraw your consent, we may not be able to provide certain products or services to You. We'll advise You if this is the case at the time You withdraw your consent.
15.11 Glossary
16. HOW TO CONTACT US:
16.1 For questions, requests to amend Orders, requests to change Delivery details, requests for refunds and all other queries You may contact Us by:
(a) contacting the store where You placed Your Order;
(b) calling Our customer services on 0800 652 6750;
(c) writing to Dreams Customer Services at the address set out in clause 1; or
(d) contact us through the Dreams Help Centre
17. POLICY DISPUTES:
17.1 All policy disputes regarding these Terms and Condition will need to be put in writing to
Head Of Customer Service Dreams LTD Knaves Beech HP10 9YU
Alternatively contact us through the Dreams Help Centre
We'll usually look to respond to all policy disputes within five working days.
18. RISK AND OWNERSHIP:
Ownership of the Goods will only pass when cleared funds have been received from the Buyer, regardless of whether delivery has taken place.
19. FRAUD PREVENTION:
Dreams Limited retains the right to investigate any order placed on this website or by phone that it suspects to be fraudulent. Any such order will not be delivered until It's proven that the order is bona fide. Should Dreams Limited be unable to prove that an order is bona fide or to contact the Buyer then the monies will be refunded to the original payment card used and the order will be cancelled.
For your protection, to ensure that your credit, debit or charge card isn't being used fraudulently, we'll validate your name, address and other personal information supplied by You during the order process against appropriate third-party databases. By accepting these terms and conditions You consent to such checks being made. In performing these checks personal information provided by You may be disclosed to a registered Credit Reference Agency which may keep a record of that information. Please be assured that this is only done to confirm your identity.
A credit check isn't performed, and your credit rating will not be affected. All information provided by You'll be treated securely and strictly in accordance with the Data Protection Act 1998 and the General Data Protection Regulation (EU) 2016/679 (GDPR).
20. PRODUCT REVIEW FREE PRIZE DRAW:
20.1 PROMOTER
The promoter of this Free Prize Draw (FPD) is Dreams Limited, Knaves Beech, High Wycombe, Buckinghamshire, HP10 9YU (“Promoter”).
20.2 FREE PRIZE DRAW
The FPD commences on first day of each calendar month and closes at midnight on the last calendar day of the same month. Closing dates won't be changed unless unavoidable circumstances beyond the control of the promoter make it necessary and either not to change the date would be unfair to those who sought to participate within the original terms, or those who sought to participate within the original terms will not be disadvantaged by the change.
20.3 ACCEPTANCE
By participating in the FPD, you agree to be bound by these conditions. All instructions issued by the Promoter in relation to the FPD form part of these conditions.
Entries submitted with incomplete information, or found to contain invalid information or entry criteria, shall be deemed invalid entries.
Entries received after the closing time and date will not be included.
20.4 ELIGIBILITY
The FPD is open to all UK residents aged 18 or over except anyone immediately connected to the provision of the FPD in a professional capacity and employees and immediate family members (spouse, children, siblings) of Dreams Ltd
20.5 GENERAL
No purchase is necessary to enter the FPD and there is no charge to enter.
Internet access required.
One winner will be drawn randomly from all valid entries with 14 days after the FPD closes.
The Promoter shall make all reasonable efforts to contact the winner using contact details provided, but if a winner cannot be contacted within 31 calendar days of the end of the FPD, an alternative winner shall be selected.
Winning claims are subject to a full verification process, and prizes may only be claimed by the person who entered the FPD. The decision of the Promoter as to who has won a prize is final. No correspondence will be entered in to.
Multiple entries from the same entrant are not valid.
No automated, third-party or bulk entries are permitted. Multiple entries found to be in breach of this provision will result in those entries being disqualified. If the Promoter has reasonable grounds to suspect that such means are being used to circumvent this condition, then it may require the entrant to prove that such means were not used. If the Promoter becomes aware of an entrant using means to circumvent this condition, then these entries will be disqualified, and any prize entitlement will be void.
If there are reasonable grounds to believe that there has been a breach of these Terms and Conditions by an entrant, The Promoter may, at its sole discretion invalidate the relevant entry and disqualify the entrant from the FPD, irrespective of the stage in the FPD reached.
Entrants agree that should they win, they will take part for free in any publicity for the FPD as requested by the Promoter.
20.6 LIABILITY
With the exception of such liability that can't be excluded by law, then to the fullest extent permitted by law, the Promoter and its associated companies and any agencies (“the Relevant Parties”), exclude all liability for any loss (including any damage, claim, injury, cost or expense) whatsoever which is suffered or incurred by any person arising out of, or in any way connected with, the FPD or the prize including without limitation:
(1) any indirect, economic or consequential loss; or
(2) any loss arising from any negligent act or omission of any Relevant Parties.
The Promoter won't accept liability for any entries lost or damaged, nor for any associated costs to claimants.
If for any reason any aspect of the FPD does not function correctly, whether by means of infection by computer virus, network failure, bugs, tampering, unauthorised intervention, fraud, technical failures or any cause beyond the control of the Promoter that corrupts or affects the administration, integrity or fairness of the Promotion, then the Promoter may at its sole discretion cancel, modify or suspend the FPD and/or invalidate affected entries.
This FPD is subject to English law and the exclusive jurisdiction of the English courts.
20.7 DATA PROTECTION
All entrants to this competition are required to supply their name and email address or postal address (as applicable).
By entering this competition, you're acknowledging and consenting to Dreams Limited:
Under the Data Protection Act 2018 you have certain rights, including the right to access the personal information we hold about you, and to require us to correct any inaccuracies. You also have the right to opt out of receiving marketing emails at any time.
You can find out how to do this, or for more information about your rights and our privacy policy, by visiting https://www.dreams.co.uk/privacy-and-security, by emailing [email protected], or by writing to the DPO, Dreams Limited, Knaves Beech, High Wycombe, Buckinghamshire, HP10 9YU.
20.8 PRIZE INFORMATION
The prize for the monthly FPD is listed in the monthly post interaction email.
No alternative prizes or cash equivalent are available, with the exception that in the event of circumstances outside of its control, The Promoter reserves the right to award a similar prize of equal or greater value.
The prize will be delivered within 28 days of the winner responding to the Promoter having informed them of their win and the delivery date arranged.
21. VOUCHER REDEMPTION
Unfortunately, vouchers cannot be redeemed online. These can only be redeemed in-store or via the telesales team.
22. INSTAGRAM IMAGE RIGHTS
Please understand that by replying #agree you agree to the following:
a) You give us a perpetual royalty-free and worldwide licence to use your social media handle and your social media photograph(s) and in relation to which you have responded #agree (the “Photos”) on dreams.co.uk, in Dreams stores (both bricks and mortar and online) and/or on any of Dreams platforms (including but not limited to Instagram, Facebook, Pinterest and Twitter and/or in printed publications (e.g. guides, posters and leaflets).
b) We can use, reproduce, distribute, combine with other materials, alter and/or edit your Photos in any manner we choose to.
c) You represent and warrant that (i) you own all rights in and to your Photos, (ii) you have permission from any person(s) appearing in your Photos to grant the rights herein, (iii) you are 18 years or older, and (iv) Dreams use of your Instagram handle and/or Photos will not violate the rights of any third party or any law.
d) You waive any moral rights in the Photos to which you are now or may be at any future time entitled under Chapter IV of Part I of the Copyright Designs and Patents Act 1988 or any similar provisions of law in any jurisdiction.
e) You release and discharge Dreams from all and any obligation to pay you for any use of your Photos and any of the intellectual property rights contained therein in connection with the uses described above.
f) You release, discharge and agree to hold Dreams and any person acting on Dreams’ behalf harmless from all claims, demands, and liabilities whatsoever in connection with use of the Photos as described above.
23. 20% OFF WHEN BOUGHT WITH OFFER
20% off bed frames when bought with a mattress offer excludes furniture set bed frames, Sleep Essentials Series 2 mattresses, cot mattresses, air beds, showroom clearance and blue cross mattresses.
24. 25% OFF FURNITURE WHEN BOUGHT WITH A BED FRAME
25% off furniture when bought with a bed frame offer exludes air beds, folding beds, toddler beds & toddler bedroom furniture.
25. COUPON CODES
Only 1 coupon code can be used per order.
26. PILLOW TALK PRIZE DRAW
26.1 The Free Prize Draw open to customers of selected Dreams stores who are residents of Great Britain aged over 18, excluding employees of Dreams, their family, and any other person associated with this promotion.
26.2 For a chance to win visit www.dreams-pillowtalk.com by 23:59 pm on the final day of the month and complete the simple online survey to gain free entry into that month’s Prize draw.
26.3 The prizes: 1x £500 cash for each month of the promotion. Prize to be issued via the original payment method: Card Refund, BACS Payment, or Finance Cost Reduction, whichever is applicable.
26.4 Only one win per person per month. No third party entries will be accepted.
26.5 Winners will be selected in a random draw conducted monthly by an independent adjudicator, from all valid entries received.
26.6 Winners will be notified by telephone or email within 7 days of draw. Those not contactable within 72 hours risk disqualification and the awarding of the prize to reserve entrant.
26.7 Name and county of residence of winner will be available upon request after the draw. To request this information, please contact the promoter in writing via Dreams Limited, Knaves Beech, High Wycombe, Buckinghamshire, HP10 9YU, marked “Pillow Talk competition winner”.
26.8 In the event of a dispute the decision of the independent adjudicator is final.
26.9 Entry into the promotion is on the understanding and the acceptance of these terms and conditions. Any breach of these terms and conditions may result in a prize being forfeited.
26.10 Prize winners may be required to participate in reasonable publicity associated with this promotion and Dreams retains the right to use the winner’s name and county for publicity purposes.
26.11 These terms and conditions are subject to English law.
26.12 The data collected from the entry form will be collected and processed in accordance with the Data Protection Act 1998. Dreams may use the data collected for the purposes of sending you marketing on sales and promotions held by Dreams, subject to your consent. The data will not be disclosed by Dreams to any other organization that is not associated with Dreams. For more on our data collection and disclosure practices, please see our Legal & Privacy policy available www.dreams.co.uk, or visit the Customer Service desk at any Dreams store to obtain a printed copy of these policies.
26.13 The decisions of the Adjudicator is final and binding on all matters. Adjudicator: Dreams Limited Knaves BeechHigh WycombeBucksHP10 9YU.Company number: 842834
27. TEMPUR MATTRESS FREE MEGA BEDDING BUNDLE PROMOTION
27.1 To qualify for a free Tempur Mega Bedding Bundle, you must purchase any TEMPUR Pro Air SmartCool™ mattress at the full listed price during the promotion period.
27.2 For online and telesales purchases, the promotion period is 24 December to 28 January 2025. For in-store purchases, the promotion period is 26 December to 28 January 2025.
27.3 The promotion does not apply to Tempur ONE SmartCool™ mattresses, or any Blue-X, ex-display or end-of-line clearance mattresses.
27.4 The Mega Bedding Bundle comprises: (a) One TEMPUR® Luxe Fibre Cooling Duvet; (b) One TEMPUR® Cooling Tencel Mattress Protector; and (c) Two TEMPUR® Cloud Air SmartCool Soft and/or Medium Pillows (or one pillow where you purchase a single-size mattress).
27.5 In order to redeem the Mega Bedding Bundle, please add the relevant items to your basket and the relevant discount will be applied automatically. Please note that the duvet and mattress protector items included in the Mega Bedding Bundle must be the same size as the mattress you purchase.
27.6 The items in the Mega Bedding Bundle cannot be exchanged for other Dreams products; nor can they be returned for a cash or voucher refund. The Mega Bedding Bundle promotion cannot be combined with any discount, or any other offer or promotion.
27.7 The Mega Bedding Bundle will be delivered separately and will not arrive with your TEMPUR Pro Air SmartCool™ mattress, which will be delivered by our home delivery team.
27.8 Please note that, in addition to our terms regarding cancellation and returns described above, the following also applies in respect of the Mega Bedding Bundle:
27.8.1 If you cancel the order for your TEMPUR Pro Air SmartCool™ mattress for any reason in accordance with these terms and conditions, then this will also cancel your entitlement to the Mega Bedding Bundle. In order to receive a refund on your cancelled mattress, in addition to returning the mattress, you must also return the Mega Bedding Bundle using the free-post returns label provided when the bundle was delivered to you.
27.8.2 If you fail to return the Mega Bedding Bundle as required, or any item within the bundle, we shall be entitled to make a deduction from your refund to reflect the value of the unreturned bundle or item(s). The value shall be the list price of each unreturned item as shown on our website at the time you purchased your TEMPUR Pro Air SmartCool™ mattress.
27.8.3 If you cancel or return your TEMPUR Pro Air SmartCool™ mattress, but wish to keep any or all the items in the Mega Bedding Bundle, you are still required to return all products delivered under your Order, including the Mega Bedding Bundle, using the free-post returns label provided. You may separately order and purchase the items from the bundle which you wish to keep as stand-alone product(s), provided they are still shown as available for sale on our website.
27.8.4 If you request a repair or replacement of the TEMPUR Pro Air SmartCool™ mattress in line with your statutory rights under clause 3.7.1, you will be entitled to keep the Mega Bedding Bundle while we repair or replace your mattress.
27.8.5 If you choose to exchange your TEMPUR Pro Air SmartCool™ mattress for a mattress other than the TEMPUR Pro Air SmartCool™ mattress, including in accordance with "Our 100-Night Comfort Guarantee" (see clause 12 above), then your entitlement to the Mega Bedding Bundle will no longer apply, and you must return both the TEMPUR Pro Air SmartCool™ mattress and the Mega Bedding Bundle in order to exchange your mattress.
27.8.6 This clause 27 does not affect your statutory rights. Please contact our customer services team if you have any queries regarding the promotion.