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Internet & Telesales Terms and Conditions

Some important info about the 'small print'

Here's everything you need to know about our Internet & Telesales Terms and Conditions

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 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 delivery of the Goods to the delivery address specified in the Order.

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 the store T&Cs page.

2.2 It's your responsibility to check:

(a) the dimensions of all goods to ensure that they will fit into your property; and

(b) that additional services requested (such as assembly or recycling) are clearly noted in the Order. These will be shown separately. If they're not included in the Order then these services haven't been purchased and won't be provided. These can be added by contacting Customer Services on 0800 652 6750.

2.3 A confirmation of your Order will be sent automatically by e-mail 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 Dreams LTD.

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 £60, 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:

  1. Short-term right to reject

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.

  1. Right to repair or replacement

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.

  1. Right to discount or final right to reject

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, plus £10. The price promise is subject to Us verifying the lower price.

7. OUR DELIVERY AND COLLECTION SERVICE

7.1 Delivery of the Goods will be free of charge Monday to Friday. Should you opt for delivery on a Saturday, there will be a charge of £9.95.

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 delivery amendments. 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. 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) if you told us at the time of purchase or if it is clear from the circumstances at that time that the agreed delivery date or indicative lead time was essential, you will be entitled to cancel the Order and we will provide you with a full refund of all amounts paid;

b) otherwise, we will agree with you a revised date or further period of time for delivery based on the circumstances appropriate for those Goods. If we are unable to deliver your Goods on the revised date or before the end of the further period of time, you will be entitled to cancel the Order and we will provide you with a full refund of all amounts paid.

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.

7.7 Delivery will be deemed to have taken place when the Goods have been delivered to the address set out in the Order. Subject to Paragraph 7.8 below, Delivery is to Your room of choice at the delivery address. 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 we reasonably believe that the Goods cannot be delivered to Your room of choice without damaging the Goods and/or Your property, or if there are access restrictions to or in Your home that prevents or inhibits reasonable attempts of delivery, or if the Goods do not fit in your room of choice, we will not be able to complete delivery to that room and will discuss alternative options with You.

7.9 Where Paragraph 7.8 applies, you may choose to cancel the Order in accordance with your cancellation rights shown in Paragraph 11 below. However, You may choose to reselect to an alternative product Order 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 a delivery charge of £38 and our reasonable administration costs.

7.10 The Goods may require some assembly. If you’ve 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 postcode being delivered to.

7.11 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.

7.12 Where you have purchased Goods and services via our telesales team and You fail to pay the full price of the Goods and any services within 7 days of the scheduled delivery date, subject to Paragraph 7.13 below, delivery will be deferred until the first available date following payment in full of any outstanding balance. It is your responsibility to make sure that any outstanding balance is paid in a timely manner.

7.13 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 beds/mattresses is an additional and chargeable service. All items for disposal must be 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 aren't wrapped or are still assembled in the property.

8.2 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 are 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 and 10.4 below. Your intention to cancel can be notified to us by:

  1. a) calling customer services on 0800 652 6750;
  2. b) contacting customer services on Chat;
  3. c) emailing customer services through our Help Centre;
  4. d) writing to us at Dreams Customer Services, Knaves Beech, High Wycombe HP10 9YU.

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. The collection of goods with a purchase value of less than £100 will incur a charge of £4.95. In all other cases, the collection charge is £38. 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 40-NIGHT SLEEP GUARANTEE:

12.1 Our 40-Night Sleep Guarantee applies to mattresses and divan sets as well as adjustable mattresses only and excludes bedsteads, Made to Measure, showroom clearance, our Essentials range, Contract mattresses and adjustable bases. If at any time between 30 and 40 nights following Delivery (or collection) You inform Us that Your choice of mattress is proving uncomfortable, provided that You comply with this clause We'll without quibble exchange it for an alternative mattress or divan set of the same size and for the same (or higher) value than the original.

12.2 Any difference in price between the original product, and the replacement product must be paid at the time of re-selection. We can't refund any difference in price if You select a lower priced product.

12.3 The 40-Night Sleep Guarantee is subject to the following conditions:

(a) We're unable to process a Sleep Exchange earlier than 30 nights, as it can take this long for Your body to adjust to Your new bed and for the fillings to settle;

(b) the original mattress must be kept in perfect condition, so We insist on the use of a mattress protector, We reserve the right to refuse a Sleep Exchange if a Mattress protector has not been used or the product is marked or soiled;

(c) collection and re-delivery charges of £49 will be applied to each Sleep Exchange';

(d) Sleep Exchanges' are limited to one exchange per product ordered.

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 don't accept any responsibility for damage to Your property during Delivery other than damage due to Our negligence when Our liability is limited to Your direct costs to repair that damage.

14.2 Our total liability in connection with or arising from the Order, whether in negligence or otherwise, shall be limited to the value of the Goods.

14.3 We shall not be liable for any indirect or consequential losses, costs or expenses in connection with or arising out of the Order.

14.4 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:

  • what personal data we collect;
  • how we use that personal data;
  • disclosures of your personal data to third parties; and
  • the legal basis on which we rely on to process your personal data

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:

  • your name, age/date of birth and gender;
  • your contact details: postal address including billing and delivery addresses, telephone numbers (including mobile numbers) and e-mail address;
  • purchases and Orders made by You;
  • your on-line browsing activities on our website;
  • your password(s);
  • when you make a purchase or place an Order with us (whether online or offline), your payment card details;
  • your communication and marketing preferences;
  • your interests, preferences, feedback and survey responses;
  • your location;
  • your correspondence and communications with Dreams; and other publicly available personal data, including any which You have shared via a public platform (such as a Twitter feed or public Facebook page).

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:

PURPOSE LEGAL BASIS
To register you as a new customer. Performance of a contract with you.
To process and deliver your Order including: (a) managing payments, fees and charges; and (b) collecting and recovering money owed to us. (a) Performance of a contract with you. (b) Necessary for our legitimate interests (to recover debts due to us).
To manage our relationship with You, which will include: (a) notifying You about charges to our terms or this privacy policy; and (b) asking You to leave a review or take a survey. (a) Performance of a contract with you. (b) Necessary to comply with a legal obligation. (c) Necessary for our legitimate interests (to study how customers use and rate our products and services, to develop them and our business).
To verify your identify and to identify and prevent fraudulent transactions. Necessary for our legitimate interests
To enable Dreams to manage customer service interactions with you. Necessary for our legitimate interests (to understand how our customers use our products and services and improve our business).
Where we have a legal right or duty to use or disclose your personal data (for example in relation to an investigation by a public authority or in a legal dispute). To comply with a legal or regulatory obligation.

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:

  • Barilliance
  • Bazaar Voice
  • Get Timely
  • Sky
  • Tradedoubler
  • Trust Pilot
  • TwentiCi
  • ZenDesk
  • Exponea
  • Kinase

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:

  • enters into an agreement with us and meets our standards for data security;
  • does not use your personal data for any purpose other than the clearly defined purpose relating to the service that such party is providing;
  • does not share your personal data with any organisation without our consent (apart from us); and
  • holds your personal data securely and retains it only for such period of time as we instruct.

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.

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 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

TERM EXPLANATION
Personal Data means any information about an individual from which that person can be identified. It does not include data where the identity has been removed ('anonymous data').
“Legitimate interest ” means the interest of our business in conducting and managing our business to enable us to give You the best service/product and the best and most secure experience. We make sure we consider and balance any potential impact on You (both positive and negative) and your rights before we process your personal data for our legitimate interests. We don't use your personal data for activities where our interests are overridden by the impact on You (unless we have your consent or are otherwise required or permitted to by law).
“Performance of a contract ” means processing your personal data where it's necessary for the performance of a contract to which You are a party or to take steps at your request before entering into such a contract.
“Comply with a legal or regulatory obligation ” means processing your personal data where it's necessary for compliance with a legal or regulatory obligation that we are subject to.

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:

  • processing personal information about you in administering the competition.
  • contacting you in regard to the competition.

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.