Store Terms & Conditions
Feather & Black is the trading name of Dreams Limited.
You agree to be bound by the terms and conditions as laid 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 won’t affect the validity of the remaining provisions.
These terms and conditions are governed by the laws of England and Wales. They don’t affect Your statutory rights.
Let’s start with the basics - ‘who’s who’ and ‘what’s what’
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 whom we’re supplying the Goods in accordance with these terms and conditions;
"We", "Us" or "Our" means Dreams Limited trading as Feather & Black, 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.
2.1 These terms and conditions apply to Orders placed in-store only. To view Our terms and conditions for items purchased online or by telephone, please visit Our website on www.featherandblack.com/customer-service/terms
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.
2.3 You should carefully check Your Order details before paying for and completing the Order. Any amendments need to be made before You complete payment. Failure to notify Us of any changes may result in further charges to You at a later date.
2.4 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 assembly or disposal for recycling) 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.
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. They do not apply to the cushion part of a pillow-top mattress but only to the main support mattress.
(b) the sizes of bed frames, divans and mattresses may vary slightly from their stated dimensions under industry manufacturing tolerances provided by the British Standards Institution and shown under the online dimensions tab for specified Goods.
(c) comfort grading is for guidance only;
(d) when placing a mattress on a bed frame please note that there may be a gap around the edges; this is normal and is designed to allow for rotation & bedding;
(e) wood reacts to sunlight and changes in temperature and humidity, which can also cause solid wood to warp or split. Leather may not be uniform in colour or texture and may show natural marks and scars on the hides. Leathers and fabrics may fade with exposure to direct sunlight. Natural fabrics may have irregularities in the weave. Due to the handcrafted nature of the weathered oak finish, no two pieces will be identical.
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 24 months from the date of delivery or such other time frame set out in these terms and conditions specifications (the “guarantee period”), you inform us that you believe your furniture goods do not conform to any of these obligations, we will arrange an inspection at our cost to verify this. The guarantee period for mattresses varies by model and ranges from 3 to 10 years. The period appropriate to each mattress model or type is shown on our web site.
(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 the short-term right to reject described 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.
3.5.3 If the goods are removed by you from any of the locations shown in Paragraph 8.4 and you wish to claim under the terms of the guarantee, we will only collect or exchange or repair goods for you from a valid address in one of those locations and you will be responsible for any additional shipping costs.
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:
- i) 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
- ii) 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.
iii) 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 replacement parts or components will conform to the requirements set out in clause 3.3 above for a period of 12 months.
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.
5.1 If You have purchased ex-display or refurbished items, the price of these items reflects the fact that they may have sustained fair wear and tear or are second hand.
5.2 The condition of the ex-display or refurbished items (including defects that are present at the point of sale) will be drawn to Your attention and described on Your Order confirmation. It won’t be possible to reject the goods, or claim a refund or repair at our expense, in respect of any condition or defects drawn to your attention and so described on Your Order. Subject to this caveat, your rights set out in Paragraph 3 above continue to apply.
5.3 If You are arranging Your own collection of the Goods, the collection must be done on the date agreed or, if no date is agreed, within 30 days of purchase. Due to our inability to store ex-display or refurbished items for long periods, we reserve our right to cancel such items from Your Order if You do not collect the Goods as required.
5.4 Ex-display or refurbished items are not covered by Our price promise benefit set out at Paragraph 7 below.
PRICE AND PAYMENT:
6.1 The price of the Goods will be the amount set out in the Order. Prices are liable to change at any time, but price changes after You have paid for the Order won’t affect the price for the Goods stated in Your Order.
6.2 All prices are in pounds sterling and include VAT at the relevant rate at the time of payment. The Order isn’t a VAT invoice, but one can be supplied on request.
6.3 You must pay in full for the Goods when You complete the Order. If a subsequent amendment to your Order creates an outstanding balance, this must be paid in full not less than 7 days before the scheduled date for Delivery. Failure to pay the balance will delay Your Order being Delivered.
6.4 We won’t dispatch Your Goods for Delivery until we have received cleared funds from You for the full amount due. You can pay in store or by telephoning us on 01243 380600.
6.5 Our Delivery, assembly and disposal charges are subject to change. Up-to-date charges which can be found online at www.featherandblack.com. Changes to these charges after You have completed Your Order won’t affect the charges you’ll pay.
6.6 Payment can be credit or debit card, BACS or cash, unless You are choosing one of Our finance options, in which case payment must be made in accordance with the relevant finance documentation.
OUR PRICE PROMISE TO YOU:
- Our price promise applies to any undelivered bed, bedroom furniture or mattress for 28 days from purchase. If You see the same goods with the same specification as on Your Order in another retailer at a cheaper price (excludes specialist retailers that are solely or predominantly online, pop-up stores, discount stores and outlet stores), We’ll refund the difference. The price promise is subject to Us verifying the specification and lower price.
OUR DELIVERY AND COLLECTION SERVICE:
8.1 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 applied at the checkout.
8.2 Goods can be collected from us free of charge from selected locations in England, Scotland and Wales see Our web site or ask in-store for details.
8.3 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 8.5 below will not apply to any such change in lead time or delivery date.
8.4 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 of the more remote locations. If in doubt, please contact Us for more details.
8.5 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.
8.6 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.
8.7 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.
8.8 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 8.8 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.
8.9 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.
8.10 Where Paragraph 8.9 applies, 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.
8.11 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. We cannot drill into your walls to attach fixings such as wall mounted headboards, wall straps on storage units etc. 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.
8.12 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.
8.13 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.
8.14 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, subject to a retention to cover our reasonable administration costs, which may be up to 20% of the costs of the Goods.
8.15 In these circumstances, we’ll send you written notification 30 days before cancellation, providing you with an opportunity to pay any outstanding balance or to agree a final delivery date.
8.16 You may reinstate the Order at any time within three months of cancellation, but you will only be entitled to reinstate a cancelled Order once. Where you reinstate the Order, we will credit back any retention made under Paragraph 8.14 above, but you must pay any outstanding balance and book in a delivery date at the time of reinstatement.
9.1 The collection and disposal of Your old beds/mattresses is an additional and chargeable service. All items for disposal must be dismantled, if appropriate, and 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 or are still assembled in the property. Please visit our web site for more details on preparing for a disposal for recycling.
9.2 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’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.
RESPONSIBILITY FOR RISK AND OWNERSHIP:
10.1 Responsibility for and ownership of the Goods passes to You once the Goods are Delivered or collected.
10.2 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.
11.1 You may cancel or amend Your Order, for any reason, for a period of three days beginning with the day after the day on which Your Order was made.
11.2 After three days, You cannot cancel Your Order, except as provided by Paragraph 8.5 of these terms and conditions.
11.3 Pillows, duvets, bed linen, mattress protectors and toppers can be returned within 14 days of delivery or collection from store and a full refund will be provided, on the condition that they’re unused and still in their original packaging, which must be unopened. 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.
12.1 Refunds will be made to You as soon as possible and in any event within a period of 14 days from return of the Goods.
12.2 If Goods have been Delivered, then a refund can’t be made until we have collected the Goods.
12.3 If You participated in a linked saving offer (for example, bought a bed for £999 and got £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.
12.4 If You participated in a ‘multi-buy’ 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 'multi-buy' saving will be deducted from the amount of Your refund.
OUR 100-NIGHT COMFORT GUARANTEE:
13.1 Our 100-Night Comfort Guarantee applies to all Our mattresses, including adjustable, made-to-measure, and ex-display mattresses. It does not apply to bed frames, divans, adjustable or ottoman bases.
13.2 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.
13.3 If you select a more expensive mattress, any difference in price between the original mattress (or, if you have previously exchanged a mattress under this Comfort Guarantee, the returning mattress) on the one hand and the replacement mattress on the other must be paid at the time of re-selection.
13.4 If You select a less-expensive mattress, any difference in price will be returned to you in the form of a credit against future Feather & Black purchases.
13.5 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 original or returning mattress must be kept in perfect condition, so We insist on the use of a mattress protector. 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 re-delivery charge of £49 will be applied to each exchange.
EVENTS OUTSIDE OUR CONTROL:
14.1 We won’t 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 8.6;
(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.
14.2 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.
LIMITATION OF LIABILITY:
15.1 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.
15.2 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.
15.3 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.
15.4 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.
15.5 Subject to clause 15.2, 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.
15.6 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.
PROTECTING YOUR DATA:
- what personal data we collect;
- how we use that personal data;
- disclosures of your personal data to third parties; and
- the legal bases on which we rely on to process your personal data
This website isn’t intended for children and we don’t knowingly collect or solicit data relating to children.
16.1 Important 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.
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.
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.
Dreams Limited is registered in England and Wales. Company registration number: 08428347. Registered Office: Knaves Beech, High Wycombe, Bucks HP10 9YU
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
16.2 The personal data we collect about You
The types of personal data 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 Feather & Black website isn’t intended for children and we won’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.
16.3 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’ll include information collected in an online or offline context
16.4 How we use your personal data We’ll only collect and process your personal data where we have lawful basis to do so.
We use your personal data for the following purposes, and pursuant to the corresponding 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).
(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 identity and to identify and prevent fraudulent transactions.
Necessary for our legitimate interests.
To enable Feather & Black 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.
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 any emails.
Where You opt-out of receiving these marketing messages, this won’t 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)
16.5 Who we share your personal data with
We’ll share your personal data with third parties as required by law or regulation.
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:
- Cloud Systems Group
- Content Square
- DPD Group Limited
- Fresh Relevance
- Get Timely
- Tempur Sealy International, Inc. (our parent organisation)
- Trust Pilot
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;
doesn’t use your personal data for any purpose other than the clearly defined purpose relating to the service that such party is providing;
doesn’t 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.
16.6 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 Feather & Black team.
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 are legally required to do so.
16.7 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].
16.8 International transfers of your personal data
We share your personal data with our partners, Bazaar Voice, Barilliace, TrustPilot, GetTimely, Freshworks, 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].
16.9 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/Feather & Black 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 are 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 are 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 are 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 won’t 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.
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’).
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 is necessary for compliance with a legal or regulatory obligation that we are subject to.
HOW TO CONTACT US
17.1 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) writing to Feather & Black Customer Services at the address set out in clause 1; or
(c) contact us through the Feather & Black Help Centre
18.1 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 Feather & Black Help Centre.
We’ll usually look to respond to all policy disputes within 5 working days.