Privacy policy

Last updated: 25 March 2026

Privacy Policy summary

This Privacy Policy explains how FluffyPuppy collects, uses, discloses, stores, and protects personal data when customers visit our European store, place an order, contact support, subscribe to marketing, or interact with cookies and similar technologies.

FluffyPuppy is operated by SafeEcom Global LLP. We use personal data to process orders, arrange delivery, provide customer support, handle returns and refunds, improve our store, prevent fraud, send marketing where permitted, manage cookie and consent preferences, and meet legal or business requirements.

Where required, you may manage cookie and privacy preferences through the cookie or consent tools available on our website.

1. Who we are

This Privacy Policy applies to the European version of the FluffyPuppy store and related customer interactions in the EU/EEA market.

This website is operated by SafeEcom Global LLP, trading as FluffyPuppy.

Registered office: 167-169 Great Portland Street, 5th Floor, London, W1W 5PF, United Kingdom
Company number: OC460051
Email: support@fluffypuppypetstore.com

For the purposes of this Privacy Policy, we act as the controller of the personal data collected through this website for our own ecommerce, customer service, marketing, security, and business operations.

2. Scope

This policy explains how we collect, use, disclose, store, and otherwise process personal data when you:

  • visit our Europe-facing storefront or browse our website from the EU/EEA
  • place an order with us
  • contact us about an order, return, refund, delivery issue, or other customer support matter
  • subscribe to marketing from us
  • interact with our website cookies, pixels, analytics tools, or similar technologies
  • use any cookie, privacy, or consent tools available on our website

This version is written for our Europe market and uses EU/EEA-style privacy language so customers can understand how their personal data is handled.

3. Personal data we collect

Depending on how you interact with us, we may collect the following categories of personal data.

Order and contact data

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

Payment data

  • payment method details needed to process your order
  • payment confirmation details
  • fraud-prevention and transaction verification information

Full card details and similar payment credentials are generally processed directly by our payment providers and are not stored by us in full.

Support and communications

  • emails, contact form submissions, and customer service messages
  • return, refund, claim, or delivery-related information
  • photos, videos, or other files you choose to send to us, for example where an item arrives damaged
  • communication history relating to your order or support request

Device and usage data

  • IP address
  • browser type and version
  • device information
  • time zone or approximate location
  • pages viewed
  • referring website or source
  • interactions with our site
  • cookie identifiers and similar online data

Marketing and preference data

  • subscription status
  • consent records
  • communication preferences
  • campaign engagement data such as opens, clicks, and opt-outs
  • cookie, privacy, and consent preferences where applicable

We do not intentionally collect special-category personal data for ordinary ecommerce activity. Please do not include medical information, government ID details, biometric information, or other sensitive information in order notes or support messages unless it is genuinely necessary and specifically requested.

4. How we collect personal data

We may collect personal data:

  • directly from you when you place an order, create an account if available, contact us, sign up for email or SMS, use available privacy or consent tools, or otherwise interact with our store
  • automatically through cookies, pixels, server logs, analytics tools, and similar technologies when you use our website
  • from service providers that support our ecommerce operations, such as ecommerce, payment, fraud-prevention, fulfilment, shipping, analytics, advertising, and communications providers
  • in limited cases, from advertising or analytics partners where those tools are enabled and lawfully used

5. How we use personal data

We may use personal data to:

  • process and fulfil orders
  • take payment and send order confirmations, invoices, and shipping updates
  • arrange delivery, returns, refunds, replacements, or customer support
  • detect, prevent, and investigate fraud, abuse, chargebacks, and security issues
  • operate, maintain, troubleshoot, and improve our website and store services
  • understand how customers use our website and improve performance, content, and customer experience
  • send marketing communications where you have consented or where otherwise permitted by law
  • measure advertising performance and personalise promotions where lawful
  • manage cookie, privacy, consent, and marketing preferences where applicable
  • comply with legal, tax, accounting, and regulatory obligations
  • protect our business, customers, staff, website, and legal rights

6. Legal bases for processing

Where EU/EEA data protection law applies, we rely on one or more of the following legal bases:

Contract

We process personal data where necessary to process your order, take payment, arrange delivery, provide updates, handle returns or refunds, and provide related customer service.

Legitimate interests

We process personal data where necessary to keep our website secure, prevent fraud, protect our business, improve services, respond to enquiries, and manage ordinary store operations, provided those interests are not overridden by your rights and freedoms.

Consent

We rely on consent for email or SMS marketing where consent is required, and for non-essential cookies, pixels, and similar technologies used for analytics, advertising, or personalisation where required.

Legal obligation

We process personal data where necessary to meet tax, accounting, consumer-law, record-keeping, and other legal or regulatory requirements.

7. What we do not do

For clarity:

  • We do not sell or rent personal data.
  • We do not intentionally collect special-category personal data for ordinary ecommerce orders.
  • We do not store full payment card numbers on our own systems.
  • We do not make marketing consent a condition of purchase.
  • We do not knowingly collect personal data from children through ordinary ecommerce activity.
  • We do not use customer support information for unrelated purposes without a lawful reason.

8. Cookies, pixels, and similar technologies

We use cookies, pixels, tags, and similar technologies to support the operation of our website and understand how it is used.

These technologies may be used to:

  • keep the site and checkout working properly
  • remember preferences
  • measure traffic and site performance
  • understand product and page engagement
  • improve customer experience
  • support advertising measurement or remarketing
  • manage cookie, privacy, or consent preferences where available

Some cookies are necessary for the website and checkout to work properly. Other cookies or similar technologies may be used for analytics, advertising, personalisation, or remarketing where enabled.

In the EU/EEA, we use non-essential cookies and similar technologies only where the required consent has been obtained. Strictly necessary cookies may be used without that consent where they are genuinely necessary for the service requested.

You can manage your choices through our cookie banner, cookie settings, or browser settings where available. Blocking some cookies may affect how parts of the site work.

9. Marketing communications

If you subscribe to receive marketing from us, we may send you promotional emails or SMS about products, offers, restocks, and related store updates.

You can withdraw your consent or 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
  • by contacting us at support@fluffypuppypetstore.com

Withdrawing consent does not affect the lawfulness of processing carried out before withdrawal.

If you opt out, we may still send non-marketing messages that are necessary for your order, delivery, return, refund, or customer service request.

10. Sharing personal data

We do not sell or rent your personal data.

We may share personal data with trusted third parties that help us operate our business, including:

  • Shopify and other ecommerce platform or website hosting providers
  • payment processors and checkout providers
  • fraud-prevention and security providers
  • warehousing, fulfilment, shipping, and delivery partners
  • customer service, email, SMS, and communications providers
  • analytics and advertising providers, where lawfully used
  • professional advisers and service providers supporting our operations
  • legal, regulatory, government, or law-enforcement authorities where required or permitted by law

We aim to limit sharing to what is reasonably necessary for the relevant service or lawful purpose.

11. Shopify, payments, and service providers

We use Shopify and other service providers to operate our online store, checkout, payments, analytics, customer support, and related ecommerce services.

These providers may process personal data on our behalf or as otherwise described in their own terms and privacy notices.

Payment information is generally handled by third-party payment providers. We do not store full payment card numbers on our own systems.

12. International transfers

Because we operate an international ecommerce business, some personal data may be processed, stored, or accessed outside the EU/EEA.

This may happen when we use service providers, cloud systems, payment providers, support tools, analytics tools, advertising partners, or fulfilment partners located in or operating from countries outside the EU/EEA.

These locations may include the United Kingdom, the United States, Canada, Australia, New Zealand, and countries in Asia or other regions where our providers or fulfilment partners operate.

Where required, we use appropriate transfer mechanisms, such as adequacy decisions, Standard Contractual Clauses, contractual commitments, or other lawful safeguards.

13. Retention

We keep personal data only for as long as reasonably necessary for the purposes described in this policy and for related legal, tax, accounting, fraud-prevention, security, and business needs.

Typical retention periods may include:

  • Order and transaction records: up to 6 years, or longer where required by law
  • Customer service correspondence: up to 2 years after the last interaction
  • Marketing preferences and consent records: until you unsubscribe or withdraw consent, and for a reasonable period afterwards to maintain suppression records
  • Cookie, privacy, and consent preference records: for a reasonable period needed to record and honour the choice
  • Analytics and security logs: for the period set by the relevant tool or system configuration

When personal data is no longer reasonably required, we aim to delete it, anonymise it, or securely destroy it.

14. Security

We use reasonable technical and organisational measures designed for an online retail business to protect personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or unauthorised access.

These measures may include:

  • encrypted website connections
  • access controls
  • provider access management
  • fraud monitoring
  • internal limitation of access on a need-to-know basis

No method of transmission over the internet or electronic storage is completely secure. If you believe your information has been used without authorisation, please contact us promptly.

15. Your rights in the EU/EEA

Subject to applicable law, you may have the right to:

  • be informed about how your personal data is processed
  • access the personal data we hold about you
  • request correction of inaccurate or incomplete data
  • request erasure of your personal data in certain circumstances
  • request restriction of processing in certain circumstances
  • receive your personal data in a portable format where applicable
  • object to processing based on legitimate interests
  • object at any time to processing for direct marketing
  • withdraw consent where processing is based on consent
  • request human review where a solely automated decision significantly affects you
  • lodge a complaint with a data protection authority

To exercise your rights, contact us at support@fluffypuppypetstore.com.

Please include the email address associated with your order or customer interaction where possible so we can locate your information.

We may need to verify your identity before responding.

16. Complaints

If you have a concern about how your personal data is handled, please contact us first so we can try to resolve it.

You also have the right to lodge a complaint with a supervisory authority in the EU/EEA country where you live, work, or where you believe the issue occurred.

17. Children

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

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

18. Automated decision-making

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

We do not make decisions based solely on automated processing that produce legal effects or similarly significant effects on customers in the ordinary course of operating our store unless we are lawfully permitted to do so and provide the required safeguards.

19. Changes to this policy

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

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

20. Contact

For privacy questions or requests, please contact us:

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