Privacy policy

Last updated: April 02, 2026

At The Mattress Depot, we are committed to protecting your privacy and handling your personal information in a fair, transparent, and secure way.

This Privacy Policy explains how we collect, use, store, share, and protect your personal information when you visit our website, create an account, place an order, contact us, sign up for marketing, or otherwise interact with us.

This policy is designed to help you understand:

what personal information we collect;
how we use it;
when we share it;
the legal basis we rely on;
how long we keep it;
your rights; and
how to contact us.

If you have any questions about this policy or how we use your personal information, please contact us using the details at the end of this page.

1. Who we are

The Mattress Depot is the data controller responsible for your personal information for the purposes described in this Privacy Policy.

Contact details:
The Mattress Depot
19 Clothier Road
Brislington
Bristol
BS4 5PS
United Kingdom

Email: cs@themattressdepot.co.uk

Our website is powered by Shopify, which helps us provide our online store and related ecommerce services. Shopify may process certain personal information to support the operation, security, and functionality of the website.

To learn more, please see the Shopify Privacy Policy and Shopify Consumer Privacy Policy.

2. What personal information we collect

The personal information we collect depends on how you interact with us, but may include the following:

a) Information you provide directly

Full name
Billing address
Delivery address
Email address
Telephone number
Account login details, where you create an account
Order details and purchase history
Customer support messages, emails, and other correspondence
Reviews, survey responses, and feedback
Marketing preferences

b) Payment and transaction information

When you place an order, we may collect or receive transaction-related information such as:

items ordered;
basket and checkout details;
payment method;
payment confirmation; and
refund, return, or exchange details.

Please note that card payments are typically processed securely by third-party payment providers. We do not store full payment card details unless this is expressly stated and lawfully required by the payment service used.

c) Information collected automatically

When you browse our website, we may automatically collect:

IP address;
browser type and version;
device type;
operating system;
time zone;
website activity and browsing behaviour;
referral source, such as a search engine, advert, or other website;
pages viewed, products viewed, and interactions with our website; and
cookie and similar technology data.

d) Information from third parties

We may receive personal information from:

Shopify and apps installed on our store;
payment providers;
delivery and fulfilment partners;
analytics providers;
advertising and marketing partners;
fraud prevention and security providers; and
publicly available sources where appropriate.

3. How we collect your personal information

We collect personal information:

directly from you when you place an order, create an account, subscribe to marketing, enter a promotion, request support, or contact us;
automatically when you use our website, through cookies and similar technologies; and
from service providers and business partners who support our website, payments, delivery, analytics, advertising, and fraud prevention.

4. How we use your personal information

We use your personal information to run our business and provide our products and services to you. This includes the following purposes:

a) To process and fulfil your orders

We use your information to:

process payments;
confirm and manage your order;
arrange delivery;
handle returns, exchanges, cancellations, and refunds; and
send order updates and service communications.

b) To manage your account

If you create an account with us, we use your information to:

register and maintain your account;
provide login functionality;
save preferences where available; and
make it easier for you to check order history and account details.

c) To communicate with you

We use your information to:

respond to questions and customer service requests;
provide product or order support; and
notify you about important updates relating to your order, account, or our terms and policies.

d) To improve our website, products, and services

We use information about how customers use our website to:

understand browsing and purchasing behaviour;
improve navigation and usability;
improve product selection and merchandising; and
analyse how well our campaigns and website are performing.

e) For marketing and advertising

Where permitted by law, we may use your information to:

send email, SMS, or other marketing communications;
show you relevant offers, promotions, and product recommendations;
deliver and measure targeted advertising on our site and third-party platforms; and
understand which campaigns are effective.

f) For security and fraud prevention

We use personal information to:

verify transactions;
detect and prevent fraud;
investigate suspicious activity; and
help protect our customers, our website, and our business.

g) To comply with legal and regulatory obligations

We may process your personal information where necessary to:

comply with applicable law;
respond to lawful requests from regulators, courts, or law enforcement;
establish, exercise, or defend legal claims; and
enforce our website terms and policies.

5. Our legal bases for processing your information

Under UK data protection law, we must have a lawful basis for processing your personal information. Depending on the purpose, we rely on one or more of the following:

Performance of a contract

We process your personal information where necessary to:

take steps at your request before entering into a contract; and
fulfil our contract with you, such as processing orders, payments, deliveries, returns, and customer service relating to your purchase.

Legitimate interests

We may process your personal information where necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include:

improving our website and services;
understanding customer behaviour;
preventing fraud;
securing our systems;
managing our operations; and
limited direct marketing where permitted.

Consent

We rely on consent where required, including for certain cookies and certain forms of marketing. Where we rely on consent, you can withdraw it at any time.

Legal obligation

We may process personal information where necessary to comply with laws or regulatory obligations.

For more information on European data protection authorities, please click here.

6. Marketing communications

If you sign up to receive marketing from us, or if we are otherwise permitted to contact you, we may send you updates about:

new products;
offers and promotions;
seasonal campaigns;
product recommendations; and
company news and related content.

You can opt out of marketing at any time by:

clicking the unsubscribe link in our emails;
following opt-out instructions in the message; or
contacting us at cs@themattressdepot.co.uk

Please note that even if you opt out of marketing, we may still send you non-promotional messages relating to your orders, account, or customer service.

7. Cookies and similar technologies

We use cookies and similar technologies on our website to:

make the website function properly;
remember preferences;
improve performance and usability;
understand how visitors use the site;
support analytics; and
deliver relevant advertising and measure campaign effectiveness.

Some cookies are essential, while others are optional and used only with your consent where required.

You can manage cookies through:

our cookie banner or preference tools, where available; and
your browser settings.

Please note that disabling certain cookies may affect the functionality and performance of the website.

8. Analytics and tracking tools

We may use analytics and tracking tools to better understand how visitors use our website, improve performance, and enhance user experience.

These tools may include services such as:

Google Analytics
Google Tag Manager
Microsoft Clarity

These tools may collect information such as pages viewed, time spent on pages, clicks, scroll behaviour, device information, browser type, and general usage data. Where applicable, sensitive information should be masked or excluded.

You can control certain tracking technologies through your cookie preferences, browser settings, or provider opt-out tools where available.

9. Who we share your personal information with

We do not sell your personal information in the ordinary meaning of the word. We only share your information where necessary and for legitimate business purposes.

We may share your personal information with:

a) Service providers

Including providers who support:

website hosting and ecommerce functionality;
payments and fraud screening;
order management;
shipping and delivery;
returns processing;
email and customer communications;
analytics and reporting; and
IT support and cloud storage.

b) Shopify

Our website is powered by Shopify. Shopify may process personal information in order to provide the ecommerce infrastructure, support checkout and store functionality, and enable certain privacy and customer experience features.

For more information, please see the Shopify Privacy Policy and Shopify Consumer Privacy Policy.

c) Marketing and advertising partners

Where permitted, we may share limited information with marketing and advertising platforms to:

show relevant ads;
suppress ads to existing customers where appropriate;
understand campaign effectiveness; and
improve our marketing performance.

d) Professional advisers and legal authorities

We may share information with:

legal advisers;
accountants;
insurers;
regulators;
law enforcement; and
courts or other public authorities, where required or permitted by law.

e) Business transfers

If we sell, restructure, or transfer all or part of our business or assets, your personal information may be shared as part of that transaction, subject to appropriate safeguards.

10. International transfers

Some of our service providers may process personal information outside the United Kingdom or the European Economic Area.

Where we transfer personal information internationally, we take steps to ensure that appropriate safeguards are in place, which may include:

adequacy regulations;
approved contractual protections such as Standard Contractual Clauses; or
other lawful transfer mechanisms recognised under applicable law.

11. How we keep your information secure

We take the security of your personal information seriously and use appropriate technical and organisational measures to protect it.

These measures may include:

secure website connections;
encrypted checkout and payment processing;
access controls;
restricted internal access to personal information;
system monitoring;
fraud detection tools; and
regular review of our security practices.

However, no online service can guarantee complete security, and you should also take care to protect your account credentials and personal devices.

12. How long we keep your personal information

We only keep your personal information for as long as necessary for the purposes set out in this Privacy Policy, including to:

provide our products and services;
manage your account;
meet legal, regulatory, tax, and accounting requirements;
resolve disputes;
prevent fraud; and
enforce our agreements.

Retention periods may vary depending on the type of information and the reason it was collected. When information is no longer needed, we will securely delete it or anonymise it where appropriate.

13. Children’s privacy

Our website and services are not intended for children, and we do not knowingly collect personal information from children.

If you believe a child has provided us with personal information, please contact us and we will investigate and, where appropriate, delete that information.

14. Your rights

If you are in the UK or EEA, you may have the following rights, subject to certain legal exceptions:

Right of access – to request a copy of the personal information we hold about you.
Right to rectification – to ask us to correct inaccurate or incomplete information.
Right to erasure – to ask us to delete your personal information in certain circumstances.
Right to restrict processing – to ask us to limit how we use your information in certain cases.
Right to object – to object to processing based on legitimate interests and to object at any time to direct marketing.
Right to data portability – to ask for certain personal information in a portable format.
Right to withdraw consent – where we rely on consent, you can withdraw it at any time.
Right to complain – to complain to the Information Commissioner’s Office (ICO).

To exercise your rights, please contact us at: cs@themattressdepot.co.uk

We may need to verify your identity before responding to your request.

15. Complaints

If you have any concerns about how we use your personal information, please contact us first and we will do our best to resolve the issue.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection matters. For details, please click here.

16. Third-party websites and links

Our website may contain links to third-party websites, apps, or services. We are not responsible for the privacy practices, content, or security of those third parties.

If you follow a link to another website, you should read their privacy policy before providing any personal information.

17. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business, website functionality, legal obligations, or privacy practices.

When we make changes, we will post the updated version on this page and update the “Last updated” date at the top of the policy.

18. Contact us

If you have any questions, requests, or complaints about this Privacy Policy or our use of your personal information, please contact us:

The Mattress Depot
19 Clothier Road
Brislington
Bristol
BS4 5PS
United Kingdom

Email: cs@themattressdepot.co.uk