Privacy Policy

1. Introduction

Welcome to Frankie & Paws. We are committed to protecting your personal data and respecting your privacy. This Privacy Policy explains how we collect, use, store and protect your personal information when you visit our website (frankieandpaws.co.uk), purchase our products, or interact with us.

Frankie & Paws is the data controller responsible for your personal data. If you have any questions about this policy or how we handle your data, please contact us using the details below.

2. Who We Are

• Business Name: Frankie & Paws
• Address: Unit 6, Turner Street, Dudley, DY1 1TX
• Email: hello@frankieandpaws.com
• Website: frankieandpaws.co.uk

References to “we”, “us”, or “our” in this policy refer to Frankie & Paws.

3. What Data We Collect

We may collect and process the following categories of personal data:

3.1 Information You Provide to Us

• Full name
• Email address
• Postal address (billing and delivery)
• Telephone number
• Payment information (processed securely via Stripe — we do not store card details)
• Account login credentials (if you create an account)
• Any information you include in correspondence with us

3.2 Information Collected Automatically

• IP address
• Browser type and version
• Operating system
• Pages visited and time spent on our website
• Referring website or source
• Device information

3.3 Information from Third Parties

We may receive data from third-party services we use, such as Stripe (payment processing), analytics providers, and social media platforms if you choose to interact with us there.

4. How We Use Your Data

We use your personal data for the following purposes, each with a lawful basis under the UK General Data Protection Regulation (UK GDPR):

5. Marketing Communications

We will only send you marketing communications (such as newsletters, product launches, and special offers) where you have given us your explicit consent to do so, for example by subscribing to our mailing list.

You can withdraw your consent at any time by clicking the “unsubscribe” link in any marketing email, or by emailing us at hello@frankieandpaws.com.

We use Resend as our email service provider. Your email address will be shared with Resend solely for the purpose of delivering emails on our behalf.

6. Cookies

Our website uses cookies and similar technologies to enhance your experience, analyse site usage, and assist with marketing efforts.

When you first visit our website, you will be presented with a cookie consent banner allowing you to accept or reject non-essential cookies. Essential cookies (those necessary for the website to function) will always be active.

6.1 Types of Cookies We Use

• Essential cookies — Required for core website functionality such as shopping basket and checkout.
• Analytics cookies — Help us understand how visitors use our site so we can improve it.
• Marketing cookies — Used to deliver relevant advertisements and track campaign effectiveness.

You can manage your cookie preferences at any time through your browser settings or via our cookie consent tool on the website.

7. Who We Share Your Data With

We do not sell your personal data to third parties. We may share your data with the following categories of trusted service providers, solely for the purposes described in this policy:

• Stripe — Payment processing (PCI-DSS compliant)
• Resend — Email delivery
• Hosting and infrastructure providers
• Courier and delivery services to fulfil your orders
• Analytics providers (in anonymised or aggregated form where possible)
• Professional advisers (accountants, solicitors) where required by law

All third-party service providers are contractually required to process your data securely and only in accordance with our instructions.

8. International Data Transfers

Some of our third-party service providers may be based outside the United Kingdom. Where we transfer personal data outside the UK, we ensure that appropriate safeguards are in place, such as Standard Contractual Clauses (SCCs), UK International Data Transfer Agreements (IDTAs), or transfers to countries with an adequacy decision from the UK Government.

9. How Long We Keep Your Data

We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected:

• Order data — 6 years from the date of purchase (to comply with HMRC and Companies Act requirements)
• Marketing consent records — Until you withdraw consent, plus a reasonable period to evidence compliance
• Customer enquiries — 2 years from the date of your last communication with us
• Website analytics data — 26 months (anonymised data may be retained longer)
• Account data — Until you request deletion of your account

10. Your Rights

Under the UK GDPR, you have the following rights in relation to your personal data:

• Right of access — Request a copy of the personal data we hold about you.
• Right to rectification — Request correction of inaccurate or incomplete data.
• Right to erasure — Request deletion of your data where there is no compelling reason for us to continue processing it.
• Right to restrict processing — Request that we limit how we use your data in certain circumstances.
• Right to data portability — Request your data in a structured, commonly used, machine-readable format.
• Right to object — Object to processing based on legitimate interests or direct marketing.
• Right to withdraw consent — Where processing is based on consent, you may withdraw it at any time.

To exercise any of these rights, please email us at hello@frankieandpaws.com. We will respond to your request within one month.

You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) if you believe your data has been handled unlawfully. You can contact the ICO at ico.org.uk or by calling 0303 123 1113.

11. Data Security

We take the security of your personal data seriously and have implemented appropriate technical and organisational measures to protect it, including:

• SSL/TLS encryption across our website
• Secure payment processing via Stripe (we never store your card details)
• Access controls limiting who can view personal data
• Regular review of our data handling processes

Whilst we take every reasonable precaution, no method of transmission over the internet or electronic storage is 100% secure. We cannot guarantee absolute security of your data.

12. Children's Privacy

Our website and services are not directed at children under the age of 16. We do not knowingly collect personal data from children. If you believe a child has provided us with personal data, please contact us at hello@frankieandpaws.com and we will take steps to delete it promptly.

13. Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices or content of those websites. We encourage you to read the privacy policies of any third-party sites you visit.

14. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. Any changes will be posted on this page with an updated “Last updated” date. We encourage you to review this policy periodically.

Where changes are significant, we will notify you by email or via a prominent notice on our website.

15. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or our handling of your personal data, please get in touch: