Last updated: 6 October 2026
We respect your privacy and understand that you may be contacting us at a difficult time. This policy explains what personal information we collect, why we use it, who we share it with and your rights.
1. Who we are
1.1 Paws Eternal Limited, a company registered in England and Wales (company number 17501548), with its registered office at 71–75 Shelton Street, Covent Garden, London WC2H 9JQ, is the “controller” responsible for your personal information.
1.2 Questions about this policy or your information: support@pawseternal.co.uk.
1.3 ICO registration number: [ICO number to be added].
2. Information we collect
2.1 When you place an order: your name, delivery and billing address, email address, phone number (if given), what you ordered and any delivery notes.
2.2 Payment: your card or PayPal payment is handled directly by Stripe or PayPal. We do not see or store your full card details.
2.3 When you contact us: your name, email address and anything you choose to tell us in your message or enquiry form.
2.4 When you use our website: technical information such as your IP address, browser type and the pages you visit, collected through cookies (see section 9).
2.5 If you sign up to hear from us: your email address and your marketing preferences.
2.6 We do not ask for sensitive information. Please only share what you are comfortable sharing.
3. How and why we use it
| Purpose | Lawful basis |
|---|---|
| To process, dispatch and deliver your order, and to handle returns and refunds | Performance of our contract with you |
| To reply to your questions and enquiries | Our legitimate interest in helping you, or steps you ask us to take before an order |
| To keep financial and tax records | Legal obligation |
| To prevent fraud and keep our website secure | Our legitimate interests |
| To send you news and offers by email | Your consent – you can unsubscribe at any time |
4. Marketing
4.1 We will only send you marketing emails if you have opted in. Every email includes an unsubscribe link, or you can email us to stop them.
4.2 We will never send marketing messages that refer to your pet’s passing unless you have asked us to.
5. Who we share it with
5.1 We only share your information with trusted providers who help us run our business, and only as much as they need:
-
Stripe and PayPal – to take payments
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Royal Mail – to deliver your order
-
Hostinger – who host our website and email
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Our accountant or professional advisers, where needed
5.2 We may share information if the law requires it, for example with HMRC.
5.3 We never sell your personal information.
5.4 If you buy from us through Etsy, Etsy’s own privacy policy also applies to that order.
6. International transfers
6.1 Some of our providers, such as Stripe and PayPal, may process information outside the UK. Where they do, they use legal safeguards approved under UK data protection law.
7. How long we keep it
| Information | How long |
|---|---|
| Orders and financial records | 6 years, for tax purposes |
| Enquiries that do not lead to an order | Up to 12 months |
| Marketing preferences | Until you unsubscribe |
8. Your rights
8.1 You have the right to ask for a copy of your information, to have it corrected or deleted, to restrict or object to how we use it, to receive it in a portable format, and to withdraw consent at any time.
8.2 To use any of these rights, email support@pawseternal.co.uk. We will respond within one month. There is normally no charge.
8.3 If you are unhappy with how we handle your information, please tell us first. You also have the right to complain to the Information Commissioner’s Office (ICO) at ico.org.uk or on 0303 123 1113.
9. Cookies
9.1 Our website uses essential cookies so that your basket and checkout work. These do not need your consent.
9.2 We do not use analytics or advertising cookies. If that changes, we will ask for your consent first and update this policy.
9.3 You can also control cookies in your browser settings.
10. Children
10.1 Our website is not intended for children under 18, and we do not knowingly collect their information.
11. Changes to this policy
11.1 We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.