Privacy Policy

Last updated: 25 March 2026

1. Who we are

This Australia Privacy Policy applies to the Australian version of the FluffyPuppy store and related customer interactions.

FluffyPuppy is operated by SafeEcom Global LLP.

In this policy, “we”, “us” and “our” mean SafeEcom Global LLP trading as FluffyPuppy.

2. Scope of this policy

This policy explains how we collect, hold, use and disclose personal information when you:

  • visit our Australia storefront, including pages intended for customers in Australia
  • place an order with us
  • contact us about an order, return, delivery issue, warranty-style issue, or general enquiry
  • sign up for marketing from us
  • interact with our website tools, cookies, pixels, or similar technologies

This policy is written for our Australian market and is intended to describe our handling of personal information in a clear and transparent way for customers shopping from Australia.

3. What personal information we collect

Depending on how you interact with us, we may collect the following kinds of personal information:

Contact and order details

  • name
  • billing address
  • shipping address
  • email address
  • phone number
  • order contents
  • delivery preferences
  • invoice and transaction details

Payment details

  • payment method information needed to process your order
  • card details and similar payment credentials are generally processed directly by our payment providers rather than stored by us in full

Account and support details

  • messages you send to us by email, contact form, chat, or similar channels
  • return, refund, claim, or delivery-issue details
  • photos or other files you choose to send to support us, for example if an item arrives damaged

Website and device data

  • IP address
  • browser type and version
  • device information
  • pages viewed
  • time zone or approximate location
  • referral source
  • on-site browsing and interaction data
  • cookie or similar online identifiers

Marketing and preference data

  • your subscription status
  • consent choices
  • communication preferences
  • campaign interaction data, such as opens, clicks, or opt-outs

We do not ask for sensitive personal information for ordinary orders. Please do not include medical, biometric, government ID, or other sensitive information in order notes or support messages unless it is genuinely necessary and requested by us for a specific reason.

4. How we collect personal information

We collect personal information in a few ways:

  • directly from you when you place an order, contact us, sign up for emails or SMS, or otherwise interact with us
  • automatically through your browser or device when you use our website
  • from service providers that help us operate our store, such as ecommerce, payment, fraud-prevention, analytics, email, SMS, and delivery partners
  • in limited cases, from advertising or analytics partners where those tools are enabled on our website

5. Why we collect, hold, use and disclose personal information

We may collect, hold, use and disclose personal information to:

  • process and fulfil orders
  • take payment and send order confirmations, invoices, and delivery updates
  • arrange shipping, delivery, returns, refunds, replacements, or claims
  • provide customer service and respond to enquiries
  • help detect, prevent, and investigate fraud, payment abuse, chargebacks, and security issues
  • maintain, troubleshoot, improve, and analyse our website and store operations
  • send marketing communications where you have subscribed or where otherwise permitted by law
  • personalise website content, advertising, and campaign measurement where relevant tools are used
  • meet legal, tax, accounting, record-keeping, and regulatory obligations
  • protect our rights, customers, staff, business operations, and website security

We generally use personal information for the purpose for which it was collected, or for related purposes you would reasonably expect in the context of running an online store.

6. Cookies, pixels and similar technologies

We use cookies, pixels, tags, and similar technologies to operate our website and understand how it is used.

These technologies may support functions such as:

  • keeping the website and checkout working properly
  • remembering preferences
  • measuring traffic and site performance
  • understanding product and page engagement
  • helping us improve our website, offers, and customer experience
  • supporting advertising measurement or remarketing activities

Some of these tools may be operated by third-party providers. Where enabled, they may collect information such as IP address, browser details, pages viewed, on-site actions, or similar online identifiers.

You can usually manage cookies through your browser settings. If we provide an on-site cookie or privacy preference tool, you may also use that to adjust available settings. Blocking some cookies may affect how parts of the site work.

7. Direct marketing

If you subscribe to receive promotional emails or SMS from us, we may use your contact details and engagement data to send you product news, offers, restock updates, and related marketing.

You can opt out at any time:

  • for email, by using the unsubscribe link in the message
  • for SMS, by following the opt-out instructions in the message, such as replying STOP where available
  • by contacting us at support@fluffypuppypetstore.com

We do not make marketing consent a condition of purchase. If you opt out, we may still send non-marketing messages that are necessary for your order or customer service request.

8. When we share personal information

We do not sell or rent your personal information.

We may disclose personal information to trusted third parties that help us operate our business, such as:

  • ecommerce platform and website hosting providers
  • payment processors and checkout providers
  • fraud-prevention and security providers
  • warehousing, fulfilment, shipping, and delivery partners
  • customer service, email, SMS, or communications providers
  • analytics and advertising providers
  • professional advisers, insurers, or service providers supporting our business operations
  • government, regulatory, law-enforcement, or dispute-resolution bodies where required or permitted by law

We only share information where it is reasonably needed for the service involved or for lawful business and compliance purposes.

9. Overseas disclosure

Because we operate an international ecommerce business, some personal information may be stored, processed, or accessed outside Australia.

This may happen, for example, when we use service providers, cloud systems, support tools, payment providers, advertising tools, or fulfilment partners located in or operating from other countries.

Likely overseas disclosure locations may include the United Kingdom, the United States, the European Economic Area, Canada, New Zealand, and countries in Asia where our service providers or fulfilment partners operate.

Where we disclose personal information overseas, we aim to use reputable providers and reasonable contractual or operational safeguards appropriate to the circumstances.

10. How long we keep personal information

We keep personal information only for as long as it is reasonably needed for the purpose it was collected, and for related business or legal requirements.

Typical retention periods may include:

  • order and transaction records: up to 6 years, or longer if required by law
  • customer service correspondence: up to 2 years after the last interaction
  • marketing preferences and consent records: until you unsubscribe or for a reasonable period afterwards to maintain suppression records
  • analytics and event logs: for the period set by the relevant system or tool configuration
  • security logs: for a limited operational period unless needed for investigation or compliance

When information is no longer reasonably required, we aim to delete it, de-identify it, or securely destroy it.

11. Security

We take reasonable steps to protect personal information from misuse, interference, loss, and from unauthorised access, modification, or disclosure.

Our measures may include:

  • encrypted website connections
  • restricted access controls
  • provider access management
  • fraud and security monitoring
  • operational safeguards designed for an online retail environment

No online transmission or storage system is completely secure. If you believe your information has been used without authorisation, please contact us promptly.

12. Access and correction

You may request access to the personal information we hold about you, and you may ask us to correct information that is inaccurate, out of date, incomplete, irrelevant, or misleading.

To make a request, contact us at support@fluffypuppypetstore.com.

We may need to verify your identity before acting on the request. In some situations, the law may allow us to refuse or limit access, but if that happens we will explain the reason where required.

13. Complaints

If you have a privacy concern or complaint, please contact us first so we have a chance to review it and try to resolve it.

Please include enough detail for us to understand the issue, including your name, contact details, and the nature of your complaint.

Contact: support@fluffypuppypetstore.com

If you are not satisfied with our response, you may be able to lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

14. Children

Our store is not directed to children, and we do not knowingly collect personal information from children through our website as part of ordinary ecommerce activity.

If you believe a child has provided personal information to us without appropriate involvement from a parent or guardian, please contact us.

15. Automated tools and website analytics

We may use automated tools for website analytics, fraud screening, advertising measurement, and store operations.

We do not use solely automated decision-making to make decisions that have legal or similarly significant effects on customers in the ordinary course of operating our store.

16. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our store practices, service providers, technology, or legal requirements.

When we update it, we will post the revised version on this page and change the “Last updated” date.

17. Contact us

SafeEcom Global LLP t/a FluffyPuppy
167-169 Great Portland Street, 5th Floor, London, W1W 5PF, United Kingdom
+44 7831 040926
support@fluffypuppypetstore.com