Last updated: 6 September 2026

FurPals respects your privacy and is committed to protecting your personal information.

This Privacy & Cookie Policy explains how we collect, use, store and share personal information when you visit furpals.co.uk, create an account, place an order, contact us, subscribe to marketing or otherwise interact with FurPals.

It also explains how we use cookies and similar technologies.

1. Who We Are

FurPals is a UK online pet store supplying pet products and accessories to customers within the United Kingdom.

For the purposes of applicable UK data protection law, FurPals is responsible for determining how and why personal information collected through our business is used.

Our contact details are:

FurPals
Chancery Rise
Nuneaton
Warwickshire
CV10 0UY
United Kingdom

Email: contact@furpals.co.uk
Website: furpals.co.uk

If you have questions about this Privacy & Cookie Policy or how your personal information is handled, please contact us using the email address above.

2. Personal Information We Collect

The information we collect depends on how you interact with FurPals.

We may collect the following categories of personal information.

Identity information

This may include:

• your name;
• account username; and
• other information used to identify your customer account or order.

Contact information

This may include:

• email address;
• telephone number;
• billing address; and
• delivery address.

Order information

This may include:

• products purchased;
• order number;
• order value;
• delivery method;
• order status;
• returns;
• refunds;
• complaints; and
• previous purchases.

Payment and transaction information

When you make a purchase, payment-related information is processed through the payment methods made available on our website.

FurPals may receive information relating to the transaction, such as:

• payment status;
• payment method;
• transaction reference;
• billing information;
• amount paid; and
• refund information.

Complete payment card details are generally processed by the relevant payment provider rather than stored directly by FurPals.

Account information

If you create a FurPals account, we may process information including:

• your name;
• email address;
• saved addresses;
• order history;
• account preferences; and
• information necessary to manage and secure your account.

Passwords are handled through our website systems and should not be accessible to FurPals in plain-text form.

Communications

If you contact us, we may retain information contained in your communication, including:

• your name;
• email address;
• order number;
• enquiry;
• complaint;
• return request; and
• correspondence with our customer service team.

Technical and website information

When you use our website, certain technical information may be collected automatically.

Depending on the technologies enabled on the website, this may include:

• IP address;
• browser type;
• device type;
• operating system;
• pages visited;
• date and time of visits;
• website interactions;
• referring website;
• cookie identifiers; and
• other technical information.

3. How We Collect Personal Information

We may collect personal information:

Directly from you, for example when you:

• place an order;
• create an account;
• contact us;
• submit a return request;
• sign up for marketing;
• submit a review; or
• interact with our website.

Automatically, through technologies such as cookies, server logs and similar technologies.

From service providers, where appropriate, such as payment providers, delivery companies or fulfilment partners providing information relating to an order or transaction.

4. How We Use Your Personal Information

We may use personal information to:

• process and fulfil orders;
• take and verify payments;
• arrange delivery;
• provide order updates;
• manage returns and refunds;
• respond to customer enquiries;
• investigate complaints;
• operate customer accounts;
• prevent and detect fraud;
• protect our website and systems;
• maintain business and transaction records;
• comply with legal and regulatory requirements;
• understand and improve our website and services;
• analyse website performance where permitted;
• manage reviews and customer feedback;
• provide customer service; and
• send marketing communications where permitted.

We will not use personal information for purposes that are incompatible with the purposes for which it was collected unless permitted or required by law.

5. Our Lawful Bases for Processing

UK data protection law requires us to have an appropriate lawful basis when processing personal information.

Depending on the circumstances, we may rely on the following bases.

Contract

We process information where necessary to enter into or perform our contract with you.

For example, we need your name, delivery address and order information to process and deliver an order.

Legal obligation

We may process information where necessary to comply with a legal obligation.

This may include maintaining appropriate financial, transaction and business records or responding to lawful requests from public authorities.

Legitimate interests

We may process information where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and interests.

These interests may include:

• operating and improving FurPals;
• providing customer support;
• preventing fraud;
• maintaining website and information security;
• understanding business performance; and
• establishing, exercising or defending legal claims.

Where we rely on legitimate interests, we consider the nature and impact of the processing and your rights.

Consent

Where required, we may rely on your consent.

This may apply, for example, to certain marketing communications or non-essential cookies and tracking technologies.

Where processing is based on consent, you can withdraw your consent at any time.

Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.

6. Orders and Fulfilment Partners

FurPals uses third-party suppliers and fulfilment partners to fulfil some customer orders.

When necessary to fulfil your order, we may provide an appropriate fulfilment partner with information such as:

• your name;
• delivery address;
• telephone number where required for delivery;
• email address where reasonably necessary;
• products ordered; and
• other information necessary to process or deliver the order.

We aim to limit the information shared to what is reasonably necessary for the relevant purpose.

The fact that a third-party supplier dispatches a product does not change the fact that your purchase is from FurPals.

7. Delivery Providers

We may share necessary personal information with postal operators, couriers and other delivery providers so that your order can be delivered.

This can include:

• recipient name;
• delivery address;
• telephone number;
• email address; and
• delivery instructions.

Delivery providers may also provide FurPals with information concerning the progress or outcome of a delivery.

8. Payments

FurPals uses payment services made available through our WooCommerce store, including WooPayments.

When you make a payment, information necessary to process, verify and manage the transaction may be transmitted to the relevant payment service provider.

This may include information such as:

• your name;
• billing information;
• contact information;
• transaction amount;
• order information;
• payment identifiers; and
• information required for fraud prevention and payment processing.

Payment providers may process personal information in accordance with their own legal obligations and privacy practices.

FurPals does not generally receive or store your complete payment card details.

9. WooCommerce and Website Technology

Our online store is built using WordPress and WooCommerce.

These technologies enable functions including:

• shopping baskets;
• checkout;
• customer accounts;
• order management;
• payment integration; and
• ecommerce administration.

Information you provide when shopping on FurPals may therefore be processed through these systems as necessary to operate the store.

10. Who We May Share Personal Information With

Where necessary and lawful, personal information may be shared with categories of recipients including:

• payment processors and payment service providers;
• suppliers and fulfilment partners;
• delivery and courier companies;
• website hosting and IT service providers;
• ecommerce and website technology providers;
• security and fraud-prevention providers;
• analytics providers where enabled and permitted;
• marketing service providers where used and permitted;
• professional advisers such as accountants, insurers or legal advisers;
• regulators, law enforcement bodies or public authorities where legally required; and
• other parties where necessary to establish, exercise or defend legal rights.

We do not sell your personal information simply for monetary payment.

11. International Data Transfers

Some of the service providers or fulfilment partners used by FurPals may operate, store information or process personal information outside the United Kingdom.

This can be particularly relevant where a technology provider, payment provider or fulfilment partner operates internationally.

Where personal information is transferred outside the UK, we will take appropriate steps as required by applicable data protection law.

Depending on the destination and circumstances, this may involve relying on applicable adequacy regulations or appropriate contractual safeguards or other lawful transfer mechanisms.

12. How Long We Keep Personal Information

We do not intend to retain personal information for longer than reasonably necessary.

Retention periods depend on:

• why the information was collected;
• the nature of the information;
• our legal and accounting obligations;
• whether an account remains active;
• whether a transaction or dispute remains unresolved;
• fraud-prevention requirements; and
• whether information may be needed to establish, exercise or defend legal claims.

For example, information relating to purchases and transactions may need to be retained for a number of years to satisfy tax, accounting or legal record-keeping requirements.

When information is no longer reasonably required, we will take appropriate steps to delete, anonymise or securely dispose of it.

13. Marketing Communications

Where permitted, FurPals may send marketing communications concerning products, promotions, offers or other FurPals news.

Where consent is required, we will request it before sending the relevant marketing.

You can unsubscribe from marketing emails at any time by:

• using the unsubscribe option provided in the email; or
• contacting contact@furpals.co.uk.

Unsubscribing from marketing will not prevent us from sending necessary service communications concerning an order, payment, return, account or other transaction.

14. Security

We take reasonable technical and organisational measures designed to protect personal information against:

• unauthorised access;
• accidental loss;
• misuse;
• alteration;
• disclosure; and
• destruction.

However, no internet-based system can be guaranteed to be completely secure.

You are responsible for keeping your account credentials secure and should not share your password with others.

If you believe your FurPals account or personal information may have been compromised, please contact us.

15. Your Data Protection Rights

Depending on the circumstances, UK data protection law may give you rights relating to your personal information.

These can include the right to:

• be informed about how your information is used;
• request access to personal information held about you;
• request correction of inaccurate or incomplete information;
• request deletion of personal information in certain circumstances;
• request restriction of processing in certain circumstances;
• object to certain processing;
• receive certain personal information in a portable format where applicable;
• withdraw consent where processing is based on consent; and
• raise concerns about how your information is handled.

These rights are subject to applicable legal conditions and exemptions.

To exercise a relevant right, contact:

contact@furpals.co.uk

We may need to request information reasonably necessary to verify your identity before fulfilling a request.

16. Complaints About Personal Information

If you have concerns about how FurPals handles your personal information, please contact us first so that we have an opportunity to investigate.

Email: contact@furpals.co.uk

You also have the right to raise a complaint with the Information Commissioner’s Office (ICO), the UK’s data protection regulator.

Information about making a complaint is available from the ICO.

17. Children’s Privacy

FurPals products are intended to be purchased by adults.

Our online store is not intended for children to make purchases independently, and customers must be at least 18 years old to place an order.

We do not knowingly seek to collect personal information directly from children for the purpose of selling products to them.

If you believe a child has provided personal information to us inappropriately, please contact us.

Cookies

18. What Are Cookies?

Cookies are small files or pieces of information stored on or accessed from your device when you visit a website.

Cookies and similar technologies can enable websites to function, remember preferences, maintain shopping baskets, improve security, understand how a website is used and, where applicable, support advertising and marketing.

19. How FurPals Uses Cookies

FurPals may use cookies and similar technologies for purposes including:

• operating our shopping basket;
• maintaining checkout sessions;
• keeping users signed in;
• maintaining website security;
• processing payments;
• remembering preferences;
• understanding website performance;
• measuring website usage; and
• supporting marketing or advertising where those technologies are enabled and you have provided any consent required.

The cookies actually used may change as we update our website or install, remove or configure website services.

20. Strictly Necessary Cookies

Some cookies are necessary for the website to function or to provide a service you have requested.

These may include cookies required to:

• maintain your shopping basket;
• operate checkout;
• process transactions;
• maintain security;
• authenticate customer accounts; and
• remember privacy or cookie choices where necessary.

Where the applicable law permits, strictly necessary cookies may be used without consent because the website or requested functionality could not operate properly without them.

We will still provide appropriate information about their use.

21. Functional Cookies

Functional cookies may enable additional website features or remember choices you make.

Depending on the website functionality enabled, these could include preferences concerning:

• website settings;
• account functionality; or
• other optional features.

Where consent is legally required for a functional cookie, it will not be set before the necessary consent has been obtained.

22. Analytics Cookies

FurPals may use analytics technologies to understand how visitors use our website.

Analytics information can help us understand matters such as:

• which pages are visited;
• how visitors navigate the store;
• website performance;
• popular products or content; and
• how visitors reach the website.

Where analytics cookies or similar technologies require consent, they will only be used after the appropriate consent has been obtained.

23. Advertising and Marketing Cookies

FurPals may in the future use advertising, social media or marketing technologies to measure campaigns, understand advertising performance or provide more relevant advertising.

These technologies can potentially recognise a device across websites or services.

Where consent is required, advertising and marketing cookies will not be placed until you have provided the necessary consent.

Declining optional marketing cookies will not prevent you from shopping with FurPals.

24. Payment Cookies

Payment providers may use cookies or similar technologies when you use payment functionality on FurPals.

Some payment-related technologies may be required for:

• fraud prevention;
• transaction security;
• processing payments; or
• maintaining a secure payment session.

The exact technologies used can depend on the payment method selected.

25. Third-Party Cookies

Some website functionality may involve third-party services that set or access cookies or similar technologies.

Where FurPals uses non-essential third-party cookies, we will provide appropriate information and obtain consent where required.

The third party may also process information in accordance with its own privacy information.

26. Cookie Consent

Where consent is legally required, FurPals will request your permission before setting or accessing non-essential cookies or similar technologies.

You should be able to choose whether to allow relevant categories of optional cookies.

Refusing optional cookies will not prevent access to the basic FurPals online store, although certain optional features may function differently.

27. Changing Your Cookie Choices

Where a cookie preference tool is available on FurPals, you can use it to change or withdraw your choices concerning optional cookies.

You can also control cookies through your browser.

Most browsers allow you to:

• view stored cookies;
• delete cookies;
• block some or all cookies; and
• change how websites are permitted to use cookies.

Blocking strictly necessary cookies through your browser may prevent parts of FurPals, including the basket or checkout, from functioning correctly.

28. How Long Cookies Last

Cookies may be either:

Session cookies – which normally expire when you close your browser; or

Persistent cookies – which remain on your device for a defined period or until deleted.

The duration depends on the purpose and provider of the particular cookie.

Where appropriate, more detailed information about individual cookies and their duration may be provided through our cookie consent/preferences tool.

29. Changes to Our Cookies

The technologies used by FurPals may change as we improve the website, introduce new functionality or change service providers.

We will review our cookie information and consent arrangements where necessary when these changes occur.

Where a new use requires consent, we will obtain the appropriate consent before using the relevant technology.

General Information

30. Links to Other Websites

Our website may contain links to websites or services operated by third parties.

FurPals is not responsible for the privacy practices of independent third-party websites.

We encourage you to review the privacy information provided by those websites before submitting personal information to them.

31. Changes to This Policy

We may update this Privacy & Cookie Policy from time to time to reflect changes to:

• our business;
• our website;
• the services we use;
• how we process information; or
• applicable legal requirements.

The latest version will be published on furpals.co.uk with an updated revision date.

Where a change materially affects how we use personal information, we will take appropriate steps to bring that change to the attention of affected individuals where required.

32. Contact FurPals

If you have questions about this Privacy & Cookie Policy, want to exercise a data protection right or have concerns about how we handle your information, please contact:

FurPals
Chancery Rise
Nuneaton
Warwickshire
CV10 0UY
United Kingdom

Email: contact@furpals.co.uk
Website: furpals.co.uk