Privacy Policy

At a glance

We use personal information to run our shop, fulfil orders, answer enquiries, prevent fraud and—only where permitted—send marketing. We do not sell your personal information.

1. Who is responsible for your information?

Designer Pets UK is the controller of the personal information described in this policy. Our websites are designerpetsuk.com and designerpets.co.uk.

For privacy questions, requests or complaints, email info@designerpets.co.uk or use our contact form.

2. Information we collect

• Identity and contact details: name, billing and delivery address, email address and telephone number.
• Order details: products purchased, personalisation instructions, measurements or sizing information, order history, delivery status, returns and correspondence.
• Account details: username, password in protected form, saved addresses and account preferences.
• Payment information: payment status, method, transaction reference and limited billing details. Card and wallet credentials are handled by the payment provider and are not normally visible to us.
• Enquiries and reviews: information you send through forms, email, messages or product reviews, including photographs you choose to provide.
• Technical and usage information: IP address, device and browser information, cookie identifiers, pages viewed, basket activity and security logs.
• Marketing preferences: whether you have agreed to receive marketing and how you interact with messages.

3. Where the information comes from

Most information comes directly from you when you browse, create an account, order, contact us, request a return, subscribe or leave a review.

We may also receive information from payment providers, delivery services and sales channels where you bought a Designer Pets UK product, where this is necessary to complete the transaction or support you.

4. Why we use it and our lawful bases

To process and deliver orders, manage accounts, returns and customer service: necessary to perform our contract with you or take steps at your request before entering one.

To keep financial, tax and transaction records: necessary to meet legal obligations.

To secure the website, prevent fraud, improve services and understand basic shop performance: our legitimate interests in operating a safe and effective business, balanced against your rights.

To respond to general enquiries and handle complaints: contract, legal obligation or legitimate interests, depending on the enquiry.

To send promotional email: your consent, or the permitted existing-customer “soft opt-in” where applicable. You can unsubscribe at any time and this will not affect service messages about an order.

5. Who we share information with

We share only what is reasonably necessary with service providers that help us operate, such as:

• website hosting, WordPress and WooCommerce service providers;
• payment providers offered at checkout, which may include PayPal or card and digital-wallet processors;
• postal and delivery companies;
• email and customer-communication providers, including Klaviyo;
• website security, anti-spam, backup, caching and technical-support providers;
• analytics or advertising providers where the relevant cookies are permitted; and
• accountants, professional advisers, regulators, law-enforcement bodies or authorities where required.

These organisations may act as processors under our instructions or as independent controllers for their own regulated services. We do not share payment-card credentials with marketing providers and we do not sell customer information.

6. International processing

Some technology providers may process information outside the United Kingdom. Where UK data-protection law requires it, we use providers that rely on an adequacy regulation or appropriate safeguards, such as approved contractual clauses. You may contact us for further information about the safeguards relevant to your data.

7. Cookies, analytics and similar technology

Essential cookies help the shop, basket, checkout, security and account features work. Optional analytics or advertising technology should operate according to the choices made through our cookie banner.

More detail—including cookie purposes, providers and how to change your choices—is available in our Cookie Policy.

8. How long we keep information

We keep personal information only for as long as reasonably necessary for the purpose collected, including legal, accounting, security and dispute requirements. Typical periods are:

• orders and associated financial records: normally up to six years after the relevant transaction or accounting period;
• account information: while the account is active and for a reasonable period afterwards;
• enquiries and customer-service correspondence: normally up to two years after the matter closes, or longer if linked to an order or dispute;
• marketing records: until you unsubscribe or the information is no longer needed, while retaining a minimal suppression record so we respect your choice; and
• security logs and technical records: for shorter periods appropriate to security, troubleshooting and fraud prevention.

We may keep information for longer where a legal claim, investigation or statutory requirement makes that necessary, then delete or anonymise it when no longer required.

9. How we protect information

We use reasonable technical and organisational safeguards appropriate to a small online retailer, including restricted administrative access, protected accounts, secure connections, updates, backups and reputable payment providers. No internet service can promise absolute security, but we review access and take reasonable steps to reduce risk.

10. Your data-protection rights

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

• ask for access to your personal information;
• correct inaccurate or incomplete information;
• ask us to erase information;
• restrict or object to certain uses;
• receive information you supplied in a portable format;
• withdraw consent at any time where consent is the lawful basis; and
• object at any time to direct marketing.

These rights are not absolute and legal record-keeping requirements may sometimes prevent deletion. We may ask for reasonable proof of identity before responding. We will normally respond within one month.

11. Privacy complaints

If you are unhappy with how we use your information, contact us at info@designerpets.co.uk with enough detail for us to understand the concern.

We will acknowledge a data-protection complaint within 30 days, investigate it without undue delay, keep you appropriately informed and tell you the outcome.

You may also complain to the Information Commissioner’s Office at ico.org.uk or telephone 0303 123 1113. We would appreciate the chance to address the concern first, but you do not have to contact us before approaching the ICO.

12. Children’s information

Our shop is intended for adults purchasing pet products. We do not knowingly collect personal information directly from children. If you believe a child has supplied information without appropriate permission, please contact us.

Questions or requests?

Email info@designerpets.co.uk or use our contact page. Clear questions deserve clear answers—not a ceremonial hand-off to the nearest robot.