Privacy Policy

Last Updated 16th October 2026

1. Introduction    

Pillow World is committed to protecting your privacy and handling your personal information responsibly. This Privacy Policy explains what information we collect, how we use it, who we share it with, and your rights under UK data protection law. 

To ensure the accuracy and currency of the personal data we hold about you, kindly keep us informed of any changes during your relationship with us.    

This Privacy Policy applies to customers, website visitors, competition entrants, and anyone who contacts Pillow World or interacts with our website or services. 

2. Data Controller    

For the purposes of UK data protection law, Total Sleep Ltd trading as Pillow World is the data controller responsible for your personal data.    

Company Information 

71-75 Shelton Street 
Covent Garden 
London, UK WC2H 9JQ 

VAT number: 517484573 

3. Collection and Processing of Personal Information    

We collect and process various types of personal information, which may be obtained directly from you in a variety of ways, including:    

Information We Collect Directly from You 

  • Through our website (e.g., information you provide when filling out forms)
  • When you make requests or enquiries, whether by mail, email, through our website, or over the telephone
  • Directly at exhibitions or shows we attend
  • If you choose to participate in surveys or enter competitions
  • When you post comments on our website or blog
  • When you engage with us through social media platforms such as Instagram, Facebook, Pinterest or TikTok 

Types Of Personal Information We Collect

  • Contact details (e.g., last name, first name, address, postal code, telephone number, email)
  • Payment information required to process transactions. Full payment card details are processed securely by our third-party payment providers and are not stored by Pillow World
  • Your preferences and interests
  • Your feedback, opinions, questions, and comments, obtained from surveys or social media interactions
  • Transaction history
  • Records of your communication with us
  • Details of your website visits and the resources you access
  • IP addresses
  • Where you begin but do not complete a purchase, we may retain information entered into checkout forms in order to help recover abandoned baskets, improve customer experience, and assist with customer support. 

Information Received from Third Parties

When you order our products through a business customer, they may share certain information (for example address and contact details for delivery) with us to fulfil your request.

We may invite you to leave a review about your purchase or experience with Pillow World using third-party review platforms such as Trustpilot and Reviews.io. Where review invitations are sent, limited contact and order information may be shared with the relevant provider for this purpose.

Reviews or feedback you choose to post publicly on third-party platforms may also provide us with information about you. We recommend reviewing the privacy policies of any third-party platforms you use, as we are not responsible for how those platforms process your personal information. 

We recommend reviewing the privacy notices and statements of any third parties that share your information with us, as we are not responsible for how they use, share, or make your personal data available.

We may aggregate the information you provide directly to us or through third-party sources to enhance the services and information we offer to you.    

4. Technical Data and Website Usage

When you interact with our websites, we automatically collect technical data about your equipment, browsing actions, and patterns. This data is gathered through the use of cookies, server logs, and similar technologies. Cookies are small text files stored on your device which help websites function properly and provide information about how visitors use the site. We may also receive technical data from other websites that employ our cookies.    

Technical Data We Collect

  • Internet Protocol (IP) address   
  • Login data    
  • Browser type and version    
  • Time zone setting and location    
  • Browser plug-in types and versions    
  • Operating system and platform    
  • Technology on the devices used to access our websites    
  • The previous website from which you reached us    

Third-Party Analytics and Advertising Providers

We may share technical data with the following types of providers: 

  • Analytics providers such as Google (based outside the UK)
  • Advertising networks such as Meta Network, Criteo, Partnerize, and Google
  • Email and SMS marketing platforms such as Klaviyo
  • Search information providers    

You can configure your browser to refuse all or some cookies, or to notify you when websites attempt to set or access cookies. However, please be aware that disabling or refusing cookies may result in certain parts of our websites becoming inaccessible or functioning improperly.

5. Cookies and Similar Technologies  

We use cookies and similar technologies to help our website function properly, improve your browsing experience, analyse website traffic, and support marketing activities. Some cookies are necessary for the operation of the website, while others help us understand how visitors use the website so that we can improve our services. 

You can manage your cookie preferences through your browser settings or through our cookie consent tools where available.  

6. Third-Party Payment Providers  

We work with third-party payment providers to offer a range of payment options. Where necessary, we may share relevant personal data, such as your contact and order details, with these providers to facilitate payment processing, assess your eligibility for certain payment options, and support the provision of their services. These providers process your personal data in accordance with their own privacy policies and act as independent data controllers for certain processing activities. 

 7. Use Of Your Information    

UK data protection law requires us to have a valid legal basis for using your personal information. Depending on how you interact with us, we may rely on one or more of the following lawful bases: 

Purpose 

Lawful Basis 

Processing and delivering your orders 

Performance of a contract 

Processing payments and managing refunds 

Performance of a contract 

Providing customer services and warranty support  

Performance of a contract 

Responding to enquiries and requests  

Legitimate interests  

Improving our website, products and services 

Legitimate interests  

Preventing fraud and maintaining website security  

Legitimate interests and legal obligations 

Sending marketing communications 

Consent or legitimate interests (where permitted by law) 

Managing competitions and promotions 

Performance of a contract or legitimate interests  

Keeping financial and transaction records 

Legal obligation 

Non-essential cookies 

Consent 

Analytics and advertising  

Consent 

Abandoned cart and browse messages  

Consent 

Review invitations via Trustpilot and Reviews.io  

Consent 

 

8. Sharing Your Personal Information    

We only share your personal information where necessary to operate our business, provide our services, comply with legal obligations, or protect our rights. 

This may include sharing information with payment providers, delivery companies, customer service providers, SMS messaging providers, website and analytics providers, marketing partners, and professional advisers where required. 

Third-Party Service Providers 

Payments are processed by trusted third-party payment providers and ecommerce platforms such as Klarna, PayPal, Shopify Payments, and Stripe. These providers securely process personal information in accordance with their own privacy policies and terms; we do not store full card details. 

Customer communications via email and phone are handled by Impact Call Centre Limited. 

Delivery companies are employed to deliver our products. 

When we use third-party service providers, we only disclose the personal information required for service delivery. We ensure that contracts are in place to secure your information and prohibit its use for their own direct marketing.

Legal Disclosures     

In some cases, we may be required by law, such as court orders, or to prevent fraud or other crimes, to release your information to third parties.    

9. Marketing Preferences     

Where required by law, we will obtain your consent before sending direct marketing communications. 

You can request to stop receiving marketing messages at any time by:    

  • Using the unsubscribe link in marketing messages
  • Contacting us at heretohelp@pillowworld.com
  • Using any of the contact details provided at the end of this notice    

Opting out of marketing messages does not affect the use of your personal information for other purposes, such as handling warranty or other transactions.    

10. SMS and Mobile Marketing  

Where you choose to subscribe to our SMS or mobile messaging services, we may use your mobile number to send messages relating to your shopping cart, orders, account updates, and, where you have consented, promotional offers and marketing communications. 

To provide these services, we may share your mobile number and limited order or cart information with trusted third-party service providers who deliver SMS messages on our behalf. These providers process your information solely for the purpose of providing these services and in accordance with applicable data protection laws. 

Your personal information will not be sold to third parties for their own marketing purposes. Further information about our mobile messaging services is available in our Terms & Conditions. 

11. Protection Of Your Personal Data    

Security Measures     

We have implemented security measures to prevent unauthorised access, loss, or disclosure of your personal data. Access to your data is limited to employees, agents, contractors, and third parties who require access for business purposes and are bound by confidentiality.    

Data Breaches    

In case of a suspected data breach, we will follow appropriate procedures and notify you and relevant regulators if legally required.    

12. Data Retention    

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including to satisfy legal, accounting, tax, warranty, fraud prevention, and reporting requirements. Different retention periods may apply depending on the type of information involved.

By law, we are obligated to retain certain basic information about customers and transactions for specified periods.

13. International Transfers     

Personal information may be transferred outside of the United Kingdom to third-party service providers. We take measures to ensure adequate data protection as required by data protection law. Depending on the service provider, these measures include transferring data to countries with UK adequacy regulations, using the UK Extension to the EU-US Data Privacy Framework, or putting in place appropriate contractual safeguards such as the International Data Transfer Agreement (IDTA) or the UK Addendum.

14. Automated Decision-Making  

Pillow World does not carry out automated decision-making or profiling that produces legal or similarly significant effects on individuals. 

15. Your Data Protection Rights    

Under UK data protection law, you may have the right to:   

  • Request access to your personal information
  • Request correction of inaccurate or incomplete information
  • Request deletion of your personal information
  • Request restriction of processing
  • Object to certain processing activities
  • Request transfer of your personal information
  • Withdraw consent where processing is based on consent
  • Opt out of direct marketing communications    

To exercise any of these rights, please contact us using the details below. We will respond within one month of receiving your request. If your request is complex or we receive a number of requests from you, we may extend this by up to two further months, and we will inform you should this be the case. There is normally no charge for making a request.

16. Complaints    

If you have concerns about how we handle your personal information, you have a statutory right to lodge a complaint directly with us. You can submit your complaint by emailing us at heretohelp@pillowworld.com or calling us on 0333 335 6455. 

Upon receiving your complaint, we will acknowledge receipt within 30 days. We will then investigate your concerns, keep you informed of our progress, and notify you of our final outcome without undue delay. 

Under data protection law, you are expected to raise your concerns with us first so that we can attempt to resolve the issue. However, if you remain unsatisfied with our response, you retain the right to escalate your complaint to the Information Commissioner’s Office (ICO) at any time. 

Website: Information Commissioner's Office 

Website: https://ico.org.uk    

17. Children’s Privacy     

Our website and services are intended for adults aged 18 or over and we do not knowingly collect personal information from children.    

18. Changes To This Privacy Policy 

We may update this Privacy Policy from time to time to reflect changes to our services, systems, legal obligations, or the way we use personal information.  

Any updates will be published on this page and will take effect immediately upon posting. We encourage you to review this Privacy Policy regularly. 

19. Contact Us    

If you have any questions about this Privacy Policy or how we handle your personal information, please contact us:    

Total Sleep Ltd trading as Pillow World   
71-75 Shelton Street   
Covent Garden   
London, UK WC2H 9JQ    

We may need to request specific information from you to help us confirm your identity before processing your request.