COCOON PRIVACY POLICY

Last updated: July 2026

EIS Brands Limited trading as Cocoon operates cocoonsleeping.com and is responsible for the personal information described in this policy.

Company number: 09377722
Privacy contact: support@cocoonsleeping.com

1. Information we collect

We may collect:

• your name, address, email address and telephone number;

• order, deposit, balance-payment, delivery and refund information;

• product selections and purchase history;

• messages, photographs and videos sent to customer support;

• service, repair and guarantee information;

• delivery, access and storage information;

• website usage, device, browser and IP address information;

• marketing preferences and cookie choices.

Our website chatbot may request your name, email address and telephone number, together with information about your enquiry.

Please do not provide payment-card details, passwords or sensitive personal information through the chatbot unless specifically required.

2. How we use your information

We may use your information to:

• process and fulfil orders;

• take deposits, balance payments and refunds;

• arrange manufacture, storage and delivery;

• provide order updates;

• answer enquiries by email, chat or telephone;

• manage cancellations, returns, repairs and guarantees;

• administer Loxa Product Protection enquiries where relevant;

• arrange service or video appointments;

• prevent fraud and protect our website;

• meet accounting, tax and legal obligations;

• improve our website, products and customer service;

• send marketing where permitted.

3. Our lawful bases

We process personal information where necessary:

• to enter into or perform a contract with you;

• to comply with a legal obligation;

• for our legitimate interests in operating, improving and protecting our business;

• with your consent, where consent is required.

Order, payment, delivery and service communications are not marketing and may still be sent if you unsubscribe from promotional emails.

4. Chatbot information

Information entered into our chatbot may be used to:

• answer product and service questions;

• identify and respond to your enquiry;

• create or support a customer-service request;

• contact you by email or telephone where requested;

• improve our customer service and chatbot experience.

Chatbot conversations may be processed by our chatbot or technology provider on our behalf.

Please do not enter payment-card details, passwords or confidential financial information into the chatbot.

5. Payments

We accept card payments through Viva and also offer Klarna, subject to Klarna’s eligibility checks and separate terms.

Selected products may also be purchased using a 50% deposit, with the remaining balance becoming due in accordance with our Terms of Service.

Cocoon does not normally receive or store your complete payment-card details.

Payment providers may process information for payment, identity, security, eligibility and fraud-prevention purposes under their own privacy policies.

6. Delivery, storage and service partners

To fulfil your order, we may share the information necessary to provide the service with:

• manufacturers and suppliers;

• UK distribution and warehouse partners;

• pallet and freight operators;

• delivery partners;

• specialist access and installation teams;

• service technicians and repair agents.

This may include your name, delivery address, telephone number, email address, order details and information about access to your property.

We only share information reasonably necessary to provide the relevant service.

7. Loxa Product Protection

Where you select optional 3-year or 5-year Loxa Product Protection, information necessary to arrange or administer the protection may be shared with Loxa or relevant policy providers.

Loxa Product Protection is separate from Cocoon’s Five-Year Design and Build Guarantee.

Loxa is responsible for its own processing of personal information where it acts as an independent data controller. Please refer to the privacy information supplied with your policy for further details.

8. Marketing

Where permitted, we may send you information about Cocoon products, promotions and services.

You can unsubscribe at any time by:

• selecting the unsubscribe link in an email; or

• emailing support@cocoonsleeping.com.

Unsubscribing from marketing does not stop essential order, payment, delivery, guarantee or service communications.

9. Cookies and analytics

We use cookies and similar technologies to:

• operate our website and checkout;

• remember your preferences;

• protect the website;

• understand website usage;

• measure advertising performance;

• provide relevant advertising.

Strictly necessary cookies may operate without your consent.

Where consent is required, analytics, advertising and other optional cookies will only be used after you have made a choice through our cookie controls.

You can update your cookie preferences through our website cookie controls or browser settings.

10. Who we share information with

Where necessary, we may share information with:

• Shopify and other website and technology providers;

• Viva, Klarna and other payment providers;

• manufacturers and suppliers;

• delivery, freight, storage and warehouse partners;

• service technicians and repair agents;

• appointment-booking providers;

• chatbot and customer-support providers;

• email and marketing platforms;

• analytics and advertising providers;

• Loxa, where Product Protection has been selected;

• accountants, insurers and professional advisers;

• fraud-prevention and security providers;

• regulators, courts or public authorities where required by law.

We do not sell your personal information.

11. International transfers

Some service providers may process or make personal information accessible outside the United Kingdom.

Where applicable, we use an appropriate legal transfer mechanism or safeguard required under UK data-protection law.

12. How long we keep information

We retain personal information only for as long as reasonably necessary.

Normally:

• order, payment and accounting records are retained for up to six years;

• customer-service, repair and complaint records may be retained for up to six years after closure;

• chatbot and general enquiry records may be retained for up to 24 months;

• marketing information is retained until you unsubscribe or it is no longer required;

• cookie information is retained for the period stated in our cookie controls.

Information may be kept longer where required for a dispute, legal claim, guarantee, fraud investigation or legal obligation.

13. Security

We use reasonable technical and organisational measures to protect personal information against unauthorised access, alteration, loss or disclosure.

Online information is transmitted using secure encrypted connections where available.

No internet or electronic-storage system can be guaranteed to be completely secure.

14. Your rights

Depending on the circumstances, you may have the right to:

• access your personal information;

• correct inaccurate information;

• request deletion;

• restrict processing;

• object to processing;

• withdraw consent where consent is relied upon;

• object to direct marketing;

• request transfer of certain information;

• complain about how your information is used.

These rights may be subject to legal conditions or exemptions.

To exercise a right, email support@cocoonsleeping.com. We may request information to confirm your identity.

15. Complaints

Please contact us first so we can investigate your concern:

support@cocoonsleeping.com

You also have the right to complain to the UK Information Commissioner’s Office (ICO).

16. Children

Our website and products are intended for adults.

We do not knowingly collect personal information directly from children for the purpose of entering into a sales contract.

17. Other websites and services

Our website may contain links to third-party websites or services, including payment, insurance and appointment-booking providers.

These organisations may have their own privacy policies and may be responsible for information you provide directly to them.

Cocoon is not responsible for the privacy practices of independent third-party websites.

18. Changes to this policy

We may update this Privacy Policy where our services, technology or legal obligations change.

The latest version will be published on our website with the updated date.

Where appropriate, material changes may also be communicated by email or through a prominent website notice.

19. Contact us

For privacy questions, requests or complaints, contact:

EIS Brands Limited trading as Cocoon
Company number: 09377722
Email: support@cocoonsleeping.com