Terms & Conditions

& Privacy Policy

Introduction

These Terms contained herein on thehouseofpillows.eu, shall govern your use of this website, including all pages within this website. These Terms apply in full force and effect to your use of thehouseofpillows.eu and by using thehouseofpillows.eu website, you expressly accept all terms and conditions contained herein in full. You must not use this Website, if you have any objection to any of these Terms And Conditions.

Intellectual Property Rights

Other than content you own, which you may have opted to include on this Website, under these Terms, The House of Pillows, and/or its licensors own all rights to the intellectual property and material contained in this Website, and all such rights are reserved.

You are granted a limited license only, subject to the restrictions provided in these Terms, for purposes of viewing the material contained on this Website.

Restrictions

You are expressly and emphatically restricted from all of the following:

• selling, sublicensing and/or otherwise commercializing any Website material;
• using this Website in any way that is, or may be, damaging to this Website;
• using this Website in any way that impacts user access to this Website;
• using this Website contrary to applicable laws and regulations, or in a way that causes, or may cause, harm to the Website, or to any person or business entity;
• engaging in any data mining, data harvesting, data extracting or any other similar activity in relation to this Website, or while using this Website;

Any user ID and password you may have for this Website are confidential and you must maintain confidentiality of such information.

Use of TheHouseofPillows.eu Website

The thehouseofpillows.eu website is for the sole use of individuals and entities wishing to review, consider, purchase or otherwise engage in retail transactions involving The House of Pillows’s goods and services and/or to otherwise transact business with or contact The House of Pillows. No information concerning the transactional preferences of an individual customer can be entered, altered, modified or otherwise affected, by any third party on behalf of such individual customer. This prohibition is intended to protect the privacy and freedom of thehouseofpillows.eu customers.

Offers & Use of Coupon Codes

Offers and coupon codes cannot be combined with other promotions, sale items or previous orders and are only valid for purchases on thehouseofpillows.eu. Newsletter signup and catalog coupon code valid only for first time customers.

Disclaimer

Thehouseofpillows.eu is not responsible for any problems or technical malfunction of any telephone network or lines, computer online systems, servers or providers, computer equipment, software, failure of any email or downloads due to technical problems or traffic congestion on the Internet or on any of The House of Pillows services or combination thereof, including any injury or damage to users or to any person’s computer related to or resulting from use of the thehouseofpillows.eu website services. Under no circumstances shall thehouseofpillows.eu be responsible for any loss or damage, including personal injury or death, resulting from use of thehouseofpillows.eu services, and are provided “AS-IS” and as available and thehouseofpillows.eu expressly disclaims any warranty of fitness for a particular purpose or use.

Price Quotations

The prices displayed on this site are quoted in Euros (€) and are valid and effective only in the European Union member states. Additional shipping and other charges may apply for orders outside of the European Union states and/or into European territories, and you will be advised of such charges and your responsibility for any portion thereof before we finalize and ship your order. Furthermore, while we do our best to assure that the taxes quoted for a particular order are accurate for the applicable location to which the order is being shipped, should an erroneous quote be provided, we will notify you of such error before finalizing and shipping your order. You will be responsible for all applicable taxes, regardless of the amount quoted on the thehouseofpillows.eu website at the time of your order.

Indemnification

You agree to defend, indemnify and hold Thehouseofpillows.eu harmless from and against any and all claims, damages, costs and expenses, including attorneys’ fees, arising from or related to your use of the site, including, without limitation, your use of this Thehouseofpillows.eu website in violation of these Terms of Use.

Privacy Policy

We respect your privacy and take measures to protect the personal information you share with us (such as your name, mailing address, email address, telephone number, etc.). We have created this privacy Policy to let you know what information we may collect from you, how we use that information, and the choices you can make about how we collect and use your personal information.

This privacy Policy applies to information we collect about you through our website and mobile applications. By using our website, mobile applications, or sharing your contact information with us, you accept and consent to the practices described in this privacy Policy.

When We Collect Your Information

You can visit many of our web pages without telling us who you are or revealing any information about yourself. However, there may be times (such as when you purchase or order a product, subscribe to a service, register to receive catalogs, to participate in contests, sweepstakes or promotions, respond to customer surveys, participate in product panels, or otherwise interact with us) when we ask you to provide certain personal information, such as your name, shipping/billing address, telephone number, email address, social media user name, credit card information, birth date, gender, occupation, personal interests, and other information.

Whether you provide such information to us is completely up to you. But if you choose not to provide the information we request, you may not be able to purchase products, or access certain services, offers and content on our websites. In addition, we may need to contact you via phone, email or mail to address questions or issues specific to your order, entry, etc., even if you have opted to not receive marketing communications from us.

What Kind of Information We Collect

We collect two basic types of information – personal information and anonymous information – and we may use personal and anonymous information to create a third type of information, aggregate information. Personal information is information which you may be personally identified, such as your name, email address, contact phone number, mailing and billing address, and credit card number and expiration date.

Anonymous information is information that does not directly or indirectly identify, and cannot reasonably be used to identify, an individual customer.
Aggregate Information is information about groups or categories of customers, which do not identify and cannot reasonably be used to identify an individual customer.
We collect the following categories of information:
Registration information you provide when you create an account, including your first name and surname, country of residence, gender, email address, username and password. [We may also ask you for your birthday if you would like to receive special offers on your birthday.]
Transaction information you provide when you request information or purchase a product or service from us, whether on our sites or through our applications, including your postal address, telephone number and payment information. We may also maintain a record of your product purchases.
Copies of records and correspondence with you (including e-mail addresses), if you contact us.
Your responses to voluntary surveys that we might ask you to complete for research purposes.
Usage, viewing and technical data, including your device identifier or IP address, when you visit our website, or open emails we send.

How We Use Your Information

We use your information to:

• Provide you with the products and services you request.
• Communicate with you about your account or transactions with us and to send you information about features on our sites and applications or changes to our policies.
• Send you offers and promotions for our products and services or third-party products and services, subject to local law and choices that may be available to you.
• Personalize content and experiences.
• Optimize or improve our products, services and operations.
• Detect, investigate and prevent activities that may violate our policies or be illegal.
• Advertise Based on Interest

Who We Share Your Information With

We will not share your personal information with any third parties, except in limited circumstances, including:

• When you allow us to share your personal information with another company so that they can send you offers and promotions about their products and services. Once we share your personal information with another company, the information received by the other company becomes subject to the other company’s privacy practices.
• When companies perform services on our behalf, like package delivery and customer service; however, these companies are prohibited from using your personal information for purposes other than those requested by us or required by law;
• In connection with the sale of a business; to enforce our Terms of Use or rules; to ensure the safety and security of our customers, visitors and third parties; to protect our rights and property and the rights and property of our customers and third parties; to comply with legal process; or in other cases, if we believe in good faith that disclosure is required by law

How We Protect Your Personal Information

Maintaining the security, integrity and confidentiality of your personal information is extremely important to us. We have implemented technical, administrative and physical security measures that are designed to protect guest information from unauthorized access, disclosure, use and modification. Some of those safeguards include:

• Shopping Cart Security. Our website takes every precaution to protect our users’ information. Our shopping cart incorporates industry-standard secure server software (Secure Socket Layers) into sensitive sections of our store. All online transactions at The House of Pillows are handled using this encryption technology. When you enter your credit card number into the order form, it is transmitted across the internet in an encrypted (scrambled) form, then decoded when it is removed from our server for processing.
• Credit Card Verification. Authorize.net, a state-of-the-art credit card verification service, keeps The House of Pillows’s transactions secure by encrypting all of your Personally Identifiable Information while validating the transaction. We use RSA encryption technology to scramble your data so that it would be virtually impossible to break into. We are PCI compliant, and thus follow the rules and regulations for security of credit card information specified by Visa & MasterCard.
• Secure Browsing. There are two ways to make sure you are browsing secure web pages. Your browser indicates secure modes with a symbol – the image of a closed padlock. You will know your information is protected if the closed-lock symbol appears in the lower right or left-hand corner of your screen while you are visiting a secure web page. You can also verify secure pages by checking the address, or URL, listed on the scroll bar. If you spot an “s” after the “http” at the beginning of the address (i.e., “https://” rather than “http://”), you know that you are browsing in a secure environment.

From time to time, we review our security procedures to consider appropriate new technology and methods. Please be aware though that, despite our best efforts, no security measures are perfect or impenetrable. We will retain your personal information for the length of time needed to fulfill the purposes outlined in this privacy policy unless a longer retention period is required or permitted by law.

We urge you to keep any password that you establish with us in a safe place and not to divulge it to anyone. Also remember to log off your account and close your browser window when you have finished your visit. This is to ensure that others cannot access your account, especially if you are sharing a computer with someone else or are using a computer in a public place.

How to Access and Correct Your Information

There are several ways to update information you have provided to us. You can review and change your personal information by logging into the Website and visiting your account profile page. You can also Visit Account Services for instructions on accessing and updating your personal account information.

You may also send us an e-mail at [email protected] to request access to, correct or delete any personal information that you have provided to us. We may not be able to make a change to your personal information if we believe the change would violate any law or legal requirement or cause the information to be incorrect.

Email Policy

We comply fully with the federal CAN-SPAM Act of 2003. We will not share, sell, rent, swap or authorize any company or third-party outside of our brand to use your email address without your permission. If you feel you have received an email from us in error, please contact us at [email protected].

Administrative Emails.
You will receive administrative emails regarding your registration and order. The first email you receive will serve as confirmation of your registration. The second email will serve as receipt of your order. The information included in this email consists of sales price, order number, and shipping information. You will receive a third email when your order ships.

Account and Service-Related Emails.
We reserve the right to send you email relating to your account status. This includes order confirmations, renewal/expiration notices, notices of credit-card problems, other transactional emails and notifications about major changes to our website and/or to our privacy Policy. If you have registered for online discussions or other services, you may receive email specific to your participation in those activities.

Promotional and Informational Email Newsletters and Emails From Third-Party Source.
If you choose to opt-in to our email newsletters, we will use your email address to periodically send you special offers and updates about our products and services. From time to time we may also obtain email addresses from third-party sources to be used for promotional emails. If you no longer wish to receive a specific email type, click on the “Unsubscribe” link located near the bottom of each email newsletter. You can also email [email protected] to be removed from our list. You may also respond to the email newsletter with “Remove” or “Unsubscribe” in the subject line, to be removed from any future email newsletters or emails.

Survey email.
We may send you an email inviting you to participate in user surveys, asking for feedback on us or existing or prospective products and services, as well as information to better understand our users. User surveys greatly help us to improve our Web site, and any information we obtain in such surveys will not be shared with third parties, except in aggregate form.

Emails From You.
If you send us emails, you should be aware that information disclosed in emails may not be secure or encrypted and thus may be available to others. We suggest that you exercise caution when deciding to disclose any personal or confidential information in emails. We will use your email address to respond directly to your questions or comments.

Changes to Our privacy Policy

From time to time, we may change this privacy policy to accommodate new technologies, industry practices, regulatory requirements or for other purposes.

GDPR

The EU’s General Data Protection Regulation (GDPR) is the result of four years of work by the EU to bring data protection legislation into line with new, previously unforeseen ways that data is now used.

The drivers behind the GDPR are twofold. Firstly, the EU wants to give people more control over how their personal data is used, bearing in mind that many companies like Facebook and Google swap access to people’s data for use of their services. By strengthening data protection legislation and introducing tougher enforcement measures, the EU hopes to improve trust in the emerging digital economy. Secondly, the EU wants to give businesses a simpler, clearer legal environment in which to operate, making data protection law identical throughout the single market.

The GDPR will apply in all EU member states from 25 May 2018.

• We do not collect your personal information in secretive ways.
• We store your data using MailChimp’s Secure Database, and do everything within our power to make sure that your information remains safe and secure.
• We do not sell your information to any 3rd party companies or organisation. The data you choose to share with us is used for internal purposes only.
• We use your data to send you e-mails we think you might be interested in, such as special offers or company updates.
• We also may use your data to send you personalised offers, so you have the best experience possible with our brand.

If you have subscribed or contacted us via e-mail, we will store your e-mail address for future references in case we need to get in contact with you for any reason.

When you subscribe, you’re asked to check one or more check boxes, so we know whether you accept our privacy policy or not. If you do not, we will not keep your information in our database, because we’ll assume that you do not agree with our policy.

If you want to unsubscribe or remove your information from our data base, you may do so by clicking the link in the footer of the e-mails we send you, or you may contact us here: [email protected].

Orders & Returns

Damaged Products

It may happen that a product arrive to you in a damaged condition, however, it is very, very unlikely, as our products are safely packaged and sent with care.

If the product arrives damaged or is lost, please contact us so we can file a claim with our logistics provider, and we will send you a new product as soon as possible.

If it happens to you, please contact us immediately so we can file a claim with our logistics provider, and see about getting replacement bedding sent as quickly as possible. We want you to be satisfied with your order!

• If you think your item may be defective or it arrived damaged please contact our office within 24 hours to 48 of receiving your purchase,  to be eligible for a replacement.
• Depending on the specific situation we may ask you for pictures of the defect (which may be taken digitally & emailed).
• If the product appears to have been purposely damaged any possible dishonest customer his or herself, The House of Pillows has the right to refuse to provide a refund (this is very rare, but does sometimes happen!)
• The House of Pillows will do its very best to satisfy every single customer, when and if he or she has an issue with the service provided by The House of Pillows.

Products damaged by unproper or unadvised care

If a product is, or appears to have been, washed or cared for by the customer in a way that was not advised, or strongly unadvised, by The House of Pillows, we reserve the right to refuse a refund or returns. For this reason, we advise you to very carefully follow all our care instructions for our products, and if you have any questions, thoughts, or misunderstandings about how to care for your product which you purchased on The House of Pillows website, please contact us at: [email protected].

Other Returns

If you are not satisfied with your purchase, you have the right to return your product, but all return shipment fees must be taken on by the customer. The House of Pillows will not take responsibility for product return shipping expenses, except in very special circumstances. Unless the product is damaged by our own fault, we will not pay for return shipping.

If, and when you decide to make a return, we must insist that you send us a picture of your product which you’ve decided to return by email to [email protected], along with a message as to why you wish to return your product, within 24 hours to 8 days of your reception of that product. Once we receive your email we will let you know if your product qualifies for a full or partial refund, a replacement, or any sort of compensation. We will do our very best to satisfy every single one of our customers, and resolve every problem, so that you are satisfied to the fullest degree possible.

The House of Pillows reserves the right to refuse a return or refund, if the product appears to have been stained, torn, used, washed or damaged in any way, by the Customer his or herself. We advise you not to use the product, if you believe you will probably return it.

Orders + Shipping Information

Once an order has been confirmed, the products in that order will be made and dispatched within 1-5 days. The customer will receive a tracking code, once the order is dispatched.

The House of Pillows makes all its products made to order. That means, once you place an order, the product will be put into production. The House of Pillows does not keep stock, as we believe that each product is more special if it is made specially for the person who ordered it, instead of “taken off the shelf”.

The customer can cancel their order, unless it has already been dispatched. If the customer wishes to cancel their order after it has been dispatched, he or she must return the product(s) they ordered at their expense.

Because shipping products back and forth, and take a negative toll on the environment, we urge you to make sure that you are certain of your purchase.

Wholesale orders are required to be done over email as the website accepts only Retail orders. All Wholesale orders need to provide the company information when contacting us over email and provide a valid VAT. For more information contact us over the contact form and we will get back to you.

Depending on the product you have ordered, and the amount of orders our team has to produce and fulfil on that given week or month, there may be slightly higher production/shipping delays.

If these shipping delays go over 5 to 7 days, you will be immediatly be notified by email. If you do not wish to wait for your order, you have the choice to cancel it, at no extra cost.

Custom Orders

The House of Pillows is able, and happy to, fulfill custom orders when a customer wishes a custom product.

We ask that you contact us with what custom product you are interested in purchasing, and our team will get back to you with additional information. We will let you know which exact measurements we need, but the customer will need to provide the exact measurements which he or she desires the product to be made.

For example, is the customer wishes for a custom fitted sheet, the customer must take all the exact measurements which The House of Pillows asks for, in order to make a perfect custom made fitted sheet. The House of Pillows will do its best to make clear which measurements it needs, depending on the custom product asked for. The customer must make sure that he or she understands the measurements needed by The House of Pillows, in order to fulfil his or her custom order.

The House of Pillows will send the customer a custom quote for the custom product, and the customer can either accept or decline the payment of his or her custom product. If the customer is satisfied with the quote provided, and wants to go through with purchase the custom made product, at the quote price given by The House of Pillows, then the customer must pay for their custom product, either by direct bank transfer or other ways of payment. The production of the product will begin once the payment has gone through to our account.

If the customer changes his or her mind, and the production of the Custom product has already begun, The House of Pillows will not be able to provide a refund. If the customer receives the product, and is not to his or her liking, The House of Pillows will not be able to provide a refund, unless the mistake was on the part of The House of Pillows, and the measurements are off. If you receive your custom made product, and believe we have made an error, contact us at: [email protected]. We will do our very best to satisfy each and everyone of our customers to the fullest degree possible.

Keep in mind that to a general degree, custom orders are non refundable. We urge you to make sure to give us all the proper measurements. 

Shipment Regions

The House of Pillows, based in Slovenia, is able to ship anywhere in the world.

We provide complimentary shipping to most European countries. Visit our Shipping Information page, to learn whether your country qualifies for free shipping, and what the shipping time may be.

When ordering from outside the European Union, our customers will have to pay some extra cost for shipping, and any other costs that occur in the logistics chain, such as Customs.

The shipping costs for regions outside the European Union, will be automatically calculated during the checkout process.

We do our best to offer the best shipping rates for countries outside the European Union, by working with the best logistics providers in Europe. 

Special Large Product Custom Orders

In special cases, if a customer orders a custom sized product and it doesn’t fit in our wide range of standard packaging sizes, or goes over a standard weight, you may need to pay a small supplement for the shipment of your custom product.

We will be sure to inform you about any extra shipment costs that may apply to the shipment of your custom product.