Privacy policy

Foam Experts Ltd. is committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, store, and share your personal data when you visit our website (www.sleeprestore.co.uk) or purchase products from us. Foam Experts Ltd. is the data controller of your personal data. We process all data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Foam Experts Ltd. operates as an online mattress retailer serving customers in the United Kingdom. Our website is www.sleeprestore.co.uk and you can reach us at:

·       Email: privacy@sleeprestore.co.uk

·       Support: support@sleeprestore.co.uk

·       Address: Foam Experts Ltd., Rodwell House, Bentalls, Basildon, England, SS14 3BY
United Kingdom

·       If you have any questions or concerns about how we handle your personal data, please contact us at privacy@sleeprestore.co.uk. If you are not satisfied with our response, you have the right to lodge a complaint with the UK's data protection regulator, the Information Commissioner's Office (ICO), at www.ico.org.uk.

We collect and process the following categories of personal data:

Identity Data

Your name, used to identify you in connection with your purchase or enquiry.

Contact Data

Your email address, phone number, and delivery/billing address. Used to process and deliver your order, manage returns, respond to customer service enquiries, and — where you have consented or where permitted by law — send you marketing communications.

Order and Transaction Data

Details of products you have purchased or viewed, payment and billing information, product reviews you submit, survey responses, and any correspondence you send us via contact forms or email. 

Technical and Browsing Data

IP address, browser type and version, device type, pages visited, time and date of visit, and cookie data. This is collected automatically when you visit our website and is necessary for the site to function securely. See Section 8 for more on cookies.

We assume that the personal data you provide belongs to you. If you provide data relating to another person (for example, a delivery address for someone else), please ensure they are aware of this policy.

We use your personal data for the following purposes:

·       To process and fulfil your order, including arranging delivery and handling returns.

·       To communicate with you about your order, including delivery updates and after-sales support.

·       To handle warranty and guarantee claims.

·       To respond to your customer service enquiries.

·       To send you marketing communications about our products and offers (where you have consented or where we have a legitimate interest to do so — see Section 5).

·       To invite you to leave a product review.

·       To improve and maintain our website and services.

·       To detect and prevent fraud.

·       To comply with legal and regulatory obligations, including tax and accounting requirements.

The legal bases we rely on are: performance of a contract (to fulfil your order), legitimate interests (to improve our services, prevent fraud, and send marketing to existing customers), compliance with a legal obligation, and consent (where you have opted in to specific communications).

We do not sell your personal data. We share your data only where necessary with trusted third parties, including:

·       Delivery and logistics providers — to arrange the delivery or collection of your order.

·       Payment processors — to handle payment securely (e.g. Stripe, PayPal, Klarna). Your payment data is processed directly by these providers under their own privacy policies.

·       IT and cloud service providers — who support our website and business systems.

·       Customer service platforms — that help us manage and respond to your enquiries.

·       Review platforms — to send you product review invitations on our behalf.

All third parties are required to process your data securely and only for the purposes we specify. We do not transfer your personal data outside the UK unless appropriate safeguards are in place, such as UK Standard Contractual Clauses or adequacy decisions.

In the event that Foam Experts Ltd. is involved in a business sale, merger, or restructure, your personal data may be transferred to the relevant parties as part of that transaction, subject to the same protections described in this policy.

We may contact you with information about our products and promotions in the following circumstances:

a)  Email marketing (opt-in): If you subscribe to our mailing list, we will send you promotional emails based on your consent. You can unsubscribe at any time using the link in any email.

b)  Email marketing (existing customers): If you have purchased from us, we may send you information about similar products on the basis of our legitimate interests. You can opt out at any time.

c)  SMS marketing: If you opt in to SMS communications, we will send you promotional messages to the number you provide. You can opt out by following the instructions in any SMS.

We will never share your contact details with third parties for their own marketing purposes without your explicit consent. Opting out of marketing will not affect transactional communications such as order confirmations and delivery updates.

We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected, including any legal, accounting, or reporting obligations. As a general guide:

·       Order and transaction records: up to 7 years, to comply with HMRC and tax obligations.

·       Customer service correspondence: up to 3 years from the date of resolution.

·       Marketing preferences: until you withdraw consent or object.

·       Warranty and guarantee records: for the duration of the relevant guarantee period and up to 3 years thereafter.

When data is no longer required, it is securely deleted or anonymised.

Under UK data protection law, you have the following rights regarding your personal data. To exercise any of these, please contact us at privacy@sleeprestore.co.uk.

Right of access: You may request a copy of the personal data we hold about you.

Right to rectification: You may ask us to correct inaccurate or incomplete data.

Right to erasure: You may ask us to delete your data, subject to certain legal exceptions.

Right to restrict processing: You may ask us to pause how we use your data in certain circumstances.

Right to object: You may object to processing based on legitimate interests, including direct marketing.

Right to data portability: You may request your data in a structured, commonly used format.

Right to withdraw consent: Where processing is based on consent, you may withdraw it at any time without affecting the lawfulness of prior processing.

Right to lodge a complaint: You have the right to complain to the ICO at www.ico.org.uk if you believe we have not handled your data correctly.

We aim to respond to all valid requests within one calendar month.

Our website uses cookies — small text files stored on your device — to help the site function correctly, remember your preferences, and understand how visitors use the site. We use:

·       Essential cookies: necessary for the website to operate (e.g. shopping basket, security).

·       Analytics cookies: to understand how visitors interact with our site, helping us improve it.

·       Marketing cookies: to deliver relevant advertisements (only with your consent).

You can manage your cookie preferences at any time via the cookie settings banner on our website or through your browser settings. Disabling certain cookies may affect the functionality of the site.

Our website may contain links to third-party websites (for example, payment providers or social media platforms). We are not responsible for the privacy practices of those sites and encourage you to read their privacy policies before providing any personal data.

We operate social media pages on platforms such as Instagram and Facebook. If you interact with us on these platforms, the platform provider will process your data in accordance with their own privacy policy. We do not control and are not responsible for data processed by social media providers. If you share content using social media plug-ins on our website, your data may be shared with that platform.

We take the security of your personal data seriously and have implemented appropriate technical and organisational measures to protect it against unauthorised access, loss, or disclosure. Payment transactions are processed securely by our payment partners and we do not store full card details on our systems.

While we take reasonable precautions, no method of transmission over the internet is completely secure. If you suspect any misuse of your data, please contact us immediately at privacy@sleeprestore.co.uk.

We may update this Privacy Policy from time to time to reflect changes in our services or legal requirements. The 'Last Updated' date at the top of this document will be revised accordingly. For material changes, we will notify you by email or by a prominent notice on our website. We encourage you to review this policy periodically.