Privacy policy

Last Updated: 27 June 2026

At Wagtails Pet Store, we respect your privacy and are committed to handling your personal information fairly, securely, and responsibly.

This Privacy Policy explains what information we may collect when you browse our website, create an account, place an order, contact customer support, or otherwise interact with our services. It also explains why we use this information, when it may be shared, how long it may be retained, and the rights available to you.

For the purposes of applicable UK data protection law, Wagtails Pet Store is responsible for the personal information described in this policy. UK businesses that collect or use personal information must comply with the UK GDPR and the Data Protection Act 2018.

1. Personal Information We May Collect

The information we collect depends on how you use our website and services. It may include:

  • Your full name
  • Billing and delivery addresses
  • Email address
  • Telephone number
  • Account login and profile information
  • Products purchased or added to your basket
  • Order, delivery, cancellation, return, and refund history
  • Communications sent to our customer service team
  • Reviews, feedback, or survey responses
  • IP address
  • Browser type and device information
  • Website activity and usage information
  • Cookie identifiers and similar technical information
  • Fraud-prevention and transaction-verification information

Payment details are processed by the payment provider available during checkout. We do not intend to store complete payment-card details on our own website systems.

2. How We Receive Your Information

We may receive personal information:

  • Directly from you when you place an order or contact us
  • When you register or manage an online account
  • Automatically through cookies and website technologies
  • From payment processors after a transaction is authorised
  • From delivery companies providing tracking or delivery updates
  • From fraud-prevention or identity-verification services
  • From marketing, analytics, or website service providers
  • Where permitted, from publicly available sources

Please ensure that the information you provide is accurate and up to date.

3. How We Use Personal Information

We may use your information to:

  • Accept, process, and fulfil orders
  • Arrange delivery of purchased products
  • Send order confirmations and delivery updates
  • Process cancellations, returns, and refunds
  • Create and manage customer accounts
  • Respond to enquiries or complaints
  • Provide customer service
  • Verify payments and prevent fraudulent transactions
  • Maintain accounting, tax, and business records
  • Improve our products, website, and customer experience
  • Diagnose technical problems
  • Measure website traffic and performance
  • Protect our website, customers, and business
  • Send marketing communications where permitted
  • Establish, exercise, or defend legal claims
  • Meet legal and regulatory obligations

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

4. Our Legal Grounds for Processing

Depending on the circumstances, we may process personal information because:

Contract

Processing is necessary to accept an order, take payment, deliver products, manage returns, or provide requested customer support.

Legal obligation

We may need to retain or disclose certain information to comply with tax, accounting, consumer-protection, fraud-prevention, or other legal requirements.

Legitimate interests

We may use information where reasonably necessary to operate and protect our business, improve our website, prevent fraud, maintain records, or understand how customers use our services, provided those interests are not overridden by your rights.

Consent

We may rely on your consent for certain marketing communications, non-essential cookies, or other activities where consent is required. You may withdraw your consent at any time.

A business must identify an appropriate lawful basis before using personal information and explain that basis clearly in its privacy information.

5. Payments

Payments are handled by third-party payment service providers made available during checkout.

These providers may collect information such as:

  • Cardholder name
  • Billing address
  • Payment-card details
  • Transaction amount
  • Payment status
  • Fraud-prevention information

Payment providers process this information under their own privacy and security practices.

Wagtails Pet Store may receive transaction references, payment confirmation, limited card information, and information needed to investigate refunds, disputes, or suspected fraud. We do not normally receive or retain your complete card number or security code.

6. Cookies and Website Technologies

Our website may use cookies, pixels, local storage, and similar technologies.

These technologies may help us:

  • Keep products in your shopping basket
  • Remember website preferences
  • Enable account and checkout functions
  • Maintain website security
  • Prevent fraud
  • Understand website traffic
  • Identify technical errors
  • Measure website performance
  • Support advertising or marketing where permitted

Some cookies are necessary for the website to work. Where required, we will ask for permission before using non-essential cookies.

You can manage cookies through our cookie controls, where available, or through your browser settings. Blocking certain cookies may prevent parts of the website from operating correctly.

7. Marketing Communications

Where permitted, we may send you information about products, promotions, special offers, or Wagtails Pet Store updates.

You can stop receiving promotional emails by:

Opting out of marketing will not prevent us from sending essential communications concerning an order, payment, delivery, return, refund, account, or customer-service request.

8. When Information May Be Shared

We do not sell or rent your personal information.

We may share relevant information with service providers that help us operate our business, including:

  • Payment processors
  • Banks and card providers
  • Delivery and courier companies
  • Website hosting providers
  • E-commerce platform providers
  • IT and technical-support providers
  • Email and customer-communication services
  • Analytics providers
  • Marketing providers
  • Fraud-prevention and security services
  • Accountants, insurers, advisers, and auditors
  • Government bodies, regulators, courts, or law-enforcement authorities where legally required

Each provider should receive only the information reasonably needed to perform its service.

We may also disclose information in connection with a business sale, restructuring, merger, acquisition, or transfer of assets, subject to appropriate confidentiality and data-protection requirements.

9. International Data Transfers

Some service providers may process or store personal information outside the United Kingdom.

Where information is transferred internationally, we will take reasonable steps to ensure that an appropriate legal transfer mechanism or safeguard is used where required.

These safeguards may include:

  • Transfer to a country recognised as providing adequate protection
  • Approved contractual protections
  • Another legally permitted transfer mechanism

10. Information Security

We use reasonable technical and organisational measures intended to protect personal information against:

  • Unauthorised access
  • Accidental loss
  • Improper disclosure
  • Alteration
  • Misuse
  • Destruction

These measures may include access controls, password protection, encryption, secure payment processing, software updates, and service-provider reviews.

However, no internet transmission, electronic database, or storage system can be guaranteed to be completely secure. Customers should also protect their passwords and avoid sharing account login information.

11. How Long We Keep Information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected.

Retention periods may depend on:

  • Whether you have an active customer account
  • The status of an order, return, or refund
  • Customer-service requirements
  • Fraud-prevention needs
  • Contractual responsibilities
  • Tax and accounting obligations
  • Applicable limitation periods
  • Legal disputes or regulatory requirements

When information is no longer required, it may be securely deleted, anonymised, or otherwise disposed of.

12. Your Data Protection Rights

Depending on the circumstances and applicable law, you may have the right to:

  • Ask whether we process your personal information
  • Request a copy of your personal information
  • Correct inaccurate or incomplete information
  • Request deletion of eligible information
  • Ask us to restrict certain processing
  • Object to certain uses of your information
  • Request eligible information in a portable format
  • Withdraw consent where processing depends on consent
  • Object to direct marketing
  • Raise a concern about how your information is handled

These rights are subject to legal conditions and exemptions. We may need to verify your identity before completing a request.

Privacy notices should clearly explain the rights available to individuals and how they can raise a complaint.

To submit a privacy request, email:

support@wagtailspetstore.com

Please include enough information for us to identify you and understand your request. Do not send full payment-card details by email.

13. Complaints

Please contact us first if you are concerned about how we collect, use, store, or disclose your personal information.

You may also have the right to raise a complaint with the Information Commissioner’s Office, the UK regulator responsible for data protection.

Contacting us first does not affect your right to approach the regulator.

14. Children’s Privacy

Our website and products are intended for customers who are legally able to place an order.

We do not knowingly request personal information directly from children for the purpose of allowing them to make purchases. If a child provides personal information without appropriate permission, a parent or guardian may contact us and ask us to review or remove the information where legally appropriate.

Online services likely to be accessed by children may have additional responsibilities concerning children’s personal information.

15. Third-Party Websites

Our website may contain links to websites, payment services, social-media platforms, or other online services operated by third parties.

Those organisations control their own privacy practices. Wagtails Pet Store is not responsible for the content, security, or privacy practices of independent third-party websites.

Please review the relevant privacy notice before providing information to an external service.

16. Automated Fraud and Security Checks

Payment providers, fraud-prevention services, or other service providers may use automated systems to assess transactions and identify unusual or potentially unauthorised activity.

These checks may consider information such as:

  • Billing and delivery details
  • Device information
  • IP address
  • Transaction history
  • Payment verification results
  • Behaviour associated with the order

An order may be delayed, placed on hold, or cancelled where verification cannot be completed or fraudulent activity is reasonably suspected.

17. Changes to This Policy

We may revise this Privacy Policy to reflect changes to:

  • Our website or services
  • The service providers we use
  • Business operations
  • Security practices
  • Legal or regulatory requirements

The revised version will be published on this page with an updated revision date.

Material changes may also be communicated through the website or by another appropriate method.

18. Contact Wagtails Pet Store

For privacy enquiries, data requests, or questions about this policy, contact:

Business Name: Wagtails Pet Store
Email: support@wagtailspetstore.com
Telephone: +44 1268 793632
Business Address: 265 High Road, South Benfleet, Benfleet, SS7 5HA, United Kingdom
Customer Service Hours: Monday to Friday, 9:00 AM–5:00 PM (GMT/UTC+0)
Order Cut-Off Time: 5:00 PM (GMT/UTC+0)