Privacy Policy
Last updated: 2 September 2026
Paw Heaven London (“we”, “us”, “our”) operates the website pawheavenlondon.com and provides our products and services to customers in the United Kingdom.
This Privacy Policy explains how we collect, use, store and share your personal information when you visit our website, purchase our products, contact us or otherwise interact with our services.
We process your personal information in accordance with applicable UK data protection and privacy laws, including the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, the Privacy and Electronic Communications Regulations 2003 (PECR) and other applicable UK legislation.
By using our website or purchasing from us, you acknowledge that you have read this Privacy Policy.
1. Who We Are
The data controller responsible for your personal information is:
Paw Heaven London
Website: https://pawheavenlondon.com
Email: info@pawheavenlondon.com
Business address:
[INSERT YOUR BUSINESS ADDRESS HERE]
If you have any questions about this Privacy Policy or how we process your personal information, you can contact us at:
2. Personal Information We Collect
When we refer to “personal information”, we mean information that identifies you or could reasonably be associated with you.
Depending on how you interact with our website and services, we may collect the following information.
Contact and customer information
This may include:
- Full name
- Billing address
- Delivery address
- Email address
- Telephone number
- Other contact information you provide to us
Order and transaction information
This may include:
- Products purchased
- Products added to your basket
- Order numbers
- Order history
- Returns, refunds and exchanges
- Transaction dates and amounts
- Delivery information
Payment information
Payments on our website are processed through Shopify Payments.
We do not normally store your full payment card details ourselves. Payment information is processed by Shopify Payments and relevant payment service providers as necessary to complete and secure your transaction.
Communications
If you contact us, we may collect the information you provide, including the content of your messages and any information necessary to respond to your enquiry.
Device and technical information
When you visit our website, certain information may be collected automatically, including:
- IP address
- Browser type
- Device type
- Operating system
- Network information
- Unique device or browser identifiers
- Approximate location
- Pages visited
- Date and time of visits
- Information about how you interact with our website
Some of this information may be collected through cookies and similar technologies.
3. How We Collect Personal Information
We may collect personal information from the following sources:
Directly from you
For example, when you:
- Visit or use our website
- Place an order
- Enter information during checkout
- Contact us
- Subscribe to marketing communications
- Submit a form
- Otherwise provide information to us
Automatically
We may automatically collect certain technical and usage information when you use our website, including through cookies and similar technologies.
From our service providers
We may receive information from service providers that process information on our behalf, where necessary to provide our services.
From third parties
We may receive information from third parties where this is lawful and necessary for the operation of our business, such as payment, delivery, fraud prevention or advertising services.
4. How We Use Your Personal Information
We may use your personal information for the following purposes.
Processing and fulfilling orders
We use your information to:
- Process your orders
- Process payments
- Confirm purchases
- Prepare and dispatch orders
- Arrange delivery
- Provide delivery updates
- Process returns and refunds
- Provide customer support
- Communicate with you about your orders
The lawful basis for this processing is generally that it is necessary for the performance of a contract with you.
Operating and improving our website
We may use information to:
- Operate our online store
- Maintain website functionality
- Improve our products and services
- Understand how customers use our website
- Troubleshoot technical issues
- Maintain website security
Depending on the circumstances, the lawful basis may be legitimate interests, performance of a contract, or consent where required.
Fraud prevention and security
We may use information to:
- Detect and prevent fraudulent transactions
- Protect our website and customers
- Investigate suspicious or unlawful activity
- Maintain the security of our services
- Protect our legal rights
The lawful basis may be legitimate interests or legal obligation, depending on the circumstances.
Customer service
We use your information to respond to enquiries, provide customer support and communicate with you regarding our services.
The lawful basis may be performance of a contract or legitimate interests, depending on the nature of the communication.
Marketing and advertising
Where permitted by applicable law, we may use personal information to send marketing communications about our products, offers and promotions.
Where consent is required, we will obtain your consent before sending electronic direct marketing.
You can unsubscribe from marketing communications at any time using the unsubscribe link in our emails or by contacting:
For electronic marketing, UK law generally requires consent for unsolicited marketing to individual subscribers unless the applicable “soft opt-in” requirements are satisfied.
5. Lawful Bases for Processing
Where required by the UK GDPR, we rely on one or more of the following lawful bases for processing your personal information.
Performance of a contract
We process information where necessary to enter into or perform our contract with you, including processing and delivering your orders.
Legal obligation
We may process information where necessary to comply with a legal or regulatory obligation.
Legitimate interests
We may process information where necessary for our legitimate interests, provided that those interests are not overridden by your rights and freedoms.
Our legitimate interests may include:
- Operating our business
- Providing customer support
- Improving our website and services
- Maintaining website security
- Preventing fraud
- Managing orders
- Protecting our legal rights
Consent
We may rely on your consent where required, including for certain marketing activities and non-essential cookies or tracking technologies.
Where processing is based on consent, you may withdraw your consent at any time.
6. Shopify
Our online store is powered by Shopify.
Shopify provides the e-commerce infrastructure that allows us to operate our online store, process orders and provide our services.
Your personal information may therefore be processed by Shopify as part of providing these services.
Shopify may process information through service providers and infrastructure located outside the UK where permitted by applicable law.
For information about how Shopify processes personal information, please refer to Shopify's privacy information.
7. Shopify Payments
We use Shopify Payments to process payments made through our website.
When you make a purchase, Shopify Payments and relevant payment service providers may process information necessary to:
- Authorise and process your payment
- Confirm your transaction
- Prevent fraud
- Verify transactions
- Provide payment services
- Resolve payment disputes
We do not normally store your complete payment card details ourselves.
8. Delivery and Shipping
We use SPLite for delivery and fulfilment services.
To fulfil your order, we may provide SPLite with information necessary to deliver your purchase.
This may include:
- Your name
- Delivery address
- Postcode
- Telephone number, where necessary
- Email address, where necessary
- Order and delivery information
We only share information that is reasonably necessary for the delivery and fulfilment of your order.
9. Meta Pixel and Advertising
We use the Meta Pixel on our website to help us understand the effectiveness of our advertising and marketing activities.
Depending on your consent and cookie settings, the Meta Pixel may be used to:
- Measure advertising performance
- Measure conversions
- Understand website interactions
- Create or improve advertising audiences
- Deliver or measure relevant advertising
Where consent is required by applicable law, non-essential Meta tracking technologies will only be activated after you provide the required consent.
The use of non-essential tracking technologies must not rely solely on the existence of this Privacy Policy. The ICO states that non-essential cookies should not be placed before valid consent is obtained, and consent must involve a clear positive action.
Meta may process information collected through these technologies in accordance with its own privacy policies.
10. Cookies and Similar Technologies
Our website uses cookies and similar technologies.
Cookies may be used to:
- Keep our website functioning
- Remember items in your shopping basket
- Maintain checkout functionality
- Improve website performance
- Remember preferences
- Understand website usage
- Measure advertising performance
- Support advertising activities
Strictly necessary cookies
Some cookies are necessary for the website and services you request to function, such as shopping basket and checkout functionality.
Where legally permitted, these cookies may be used without consent because they are necessary for the service you have requested.
Non-essential cookies
Non-essential cookies may include analytics, advertising and tracking technologies.
Where consent is required, these cookies will only be activated after you have provided valid consent.
You should be able to accept or reject non-essential cookies and change your preferences.
The ICO states that merely continuing to browse a website does not constitute valid consent for non-essential cookies.
11. Who We Share Personal Information With
We may share your personal information with trusted third parties where necessary to operate our business and provide our services.
These may include:
- Shopify
- Shopify Payments
- SPLite
- Meta, where applicable and subject to the relevant consent requirements
- Payment and fraud prevention providers
- IT and technical service providers
- Website and hosting providers
- Professional advisers where necessary
- Government authorities or law enforcement where required by law
We do not sell your personal information.
We only share personal information where there is a lawful basis to do so and where the information is reasonably necessary for the relevant purpose.
12. International Transfers
Some of the service providers we use may process personal information outside the United Kingdom.
Where we transfer personal information outside the UK, we will take appropriate steps to ensure that the transfer is lawful under applicable UK data protection law.
Depending on the circumstances, this may include relying on:
- UK adequacy regulations;
- The UK International Data Transfer Agreement (IDTA);
- The UK Addendum to the EU Standard Contractual Clauses;
- Other lawful transfer mechanisms or safeguards recognised under UK data protection law.
The appropriate mechanism will depend on the specific transfer and service provider. The ICO recognises adequacy regulations, the UK IDTA and the UK Addendum among the mechanisms that may be used for restricted transfers.
13. How Long We Keep Your Personal Information
We retain personal information only for as long as reasonably necessary for the purposes for which it was collected.
The retention period may depend on:
- Whether we need the information to provide our services
- Whether you have an active customer relationship with us
- Legal and accounting requirements
- Tax obligations
- Fraud prevention requirements
- Dispute resolution
- Establishing, exercising or defending legal claims
Order and transaction information may be retained for as long as necessary to comply with applicable legal, accounting and tax requirements.
When personal information is no longer required, we will take reasonable steps to securely delete or anonymise it.
14. Data Security
We take reasonable technical and organisational measures to protect your personal information against:
- Unauthorised access
- Unauthorised disclosure
- Accidental loss
- Destruction
- Misuse
- Alteration
However, no online service or method of electronic transmission is completely secure.
For this reason, although we take reasonable steps to protect your information, we cannot guarantee absolute security.
15. Your Data Protection Rights
Under UK data protection law, you may have the following rights in relation to your personal information:
Right of access
You may request a copy of the personal information we hold about you.
Right to rectification
You may ask us to correct inaccurate or incomplete personal information.
Right to erasure
In certain circumstances, you may ask us to delete your personal information.
Right to restriction
In certain circumstances, you may ask us to restrict how we process your personal information.
Right to object
You may have the right to object to certain processing of your personal information, including direct marketing.
Right to data portability
In certain circumstances, you may have the right to receive personal information you have provided to us in a structured, commonly used and machine-readable format and to request its transmission to another organisation.
Right to withdraw consent
Where we rely on your consent to process personal information, you may withdraw your consent at any time.
Withdrawing consent does not affect the lawfulness of processing carried out before you withdrew your consent.
These rights are subject to certain conditions and exemptions under applicable law.
16. How to Exercise Your Rights
If you wish to exercise any of your data protection rights, please contact us at:
We may need to request additional information to verify your identity before processing certain requests.
We will respond to valid requests within the timeframe required by applicable UK data protection law.
17. Direct Marketing
We may send marketing emails where we have a lawful basis to do so.
Where consent is required, we will obtain appropriate consent before sending marketing emails.
Where we rely on the UK “soft opt-in” for existing customers, we will only do so where all applicable legal requirements are satisfied, including that:
- We obtained your contact details directly from you;
- They were obtained during a sale or negotiation for a sale;
- The marketing relates to our own similar products or services;
- You were given an opportunity to opt out when your details were collected; and
- You are given an opportunity to opt out in every subsequent marketing communication.
These requirements reflect current ICO guidance on electronic marketing under PECR.
You can unsubscribe from marketing emails at any time by clicking the unsubscribe link in the email or contacting:
We will not require you to create an account or log in simply to unsubscribe from marketing communications.
You may still receive essential non-marketing communications, such as order confirmations, delivery information and other messages necessary to provide services you have requested.
18. Children's Privacy
Our website and products are not directed specifically at children.
We do not knowingly collect personal information from children where such collection would be unlawful.
If you believe that a child has provided us with personal information and you believe we should delete it, please contact us at:
19. Third-Party Websites
Our website may contain links to websites, applications or services operated by third parties.
We are not responsible for the privacy practices, security or content of those third-party services.
If you follow a third-party link, we recommend reviewing the privacy policy and terms of that third party.
20. Complaints
If you have concerns about how we process your personal information, please contact us first:
We will try to resolve your concern.
You also have the right to complain to the UK's data protection regulator:
Information Commissioner's Office (ICO)
Website: Information Commissioner's Office (ICO)
The ICO can provide further information about your data protection rights and how to make a complaint.
21. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect:
- Changes to our business
- Changes to our website
- Changes to our services
- Changes to our service providers
- Changes to the technologies we use
- Changes to applicable laws or regulatory requirements
When we update this Privacy Policy, we will update the “Last updated” date at the top of this page.
We recommend reviewing this Privacy Policy periodically.
22. Contact Us
If you have any questions about this Privacy Policy, how we process your personal information, or your data protection rights, please contact us:
Paw Heaven London
Website: https://pawheavenlondon.com
Email: info@pawheavenlondon.com
Last updated: 2 September 2026
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