Privacy policy

Privacy Policy

Last updated: 20 August 2026

Alpine Paws respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how we collect, use, store and share personal information when you visit alpinepaws.co.uk, place an order with us, contact us, sign up to our marketing communications or otherwise interact with Alpine Paws.

This Privacy Policy should be read alongside our Terms of Service, Legal Notice, Refund Policy and other policies available on our website.

1. Who we are

Alpine Paws is a trading name operated by Annabel Hoyes, a sole trader based in the United Kingdom.

For the purposes of UK data protection law, Annabel Hoyes trading as Alpine Paws is the data controller responsible for your personal information.

Trading name: Alpine Paws
Owner: Annabel Hoyes
Business address: Office 30, Anglo House, Worcester Road, Stourport-on-Severn, Worcestershire, DY13 9AW, United Kingdom
Email: info@alpinepaws.co.uk
Website: alpinepaws.co.uk

2. Personal information we collect

The information we collect depends on how you interact with Alpine Paws.

Information you provide directly

When you place an order, contact us, create an account, sign up to our email list or otherwise interact with us, we may collect:

  • your name;
  • billing address;
  • delivery address;
  • email address;
  • telephone number;
  • order and transaction details;
  • information about returns, exchanges or cancellations;
  • information you provide when contacting customer support;
  • information contained in reviews or other communications you voluntarily provide; and
  • marketing preferences.

Payment information

Payments made through our website are processed through third-party payment providers.

We do not normally receive or store your full payment card number.

We may receive information such as the payment method used, transaction reference, payment status and limited payment details necessary to process and manage your order.

Information collected automatically

When you visit our website, certain information may be collected automatically, including:

  • IP address;
  • browser type;
  • device type;
  • operating system;
  • pages visited;
  • products viewed;
  • referring website;
  • approximate location derived from your IP address;
  • information about how you interact with our website; and
  • cookies and similar technologies.

3. How we collect information

We may collect personal information:

  • directly from you;
  • when you place an order;
  • when you contact us;
  • when you sign up for marketing communications;
  • through your use of our website;
  • through cookies and similar technologies;
  • through Shopify and other service providers that support our website and business; and
  • from third parties where this is permitted by law.

4. How we use your personal information

We use your personal information for the following purposes.

Processing and fulfilling orders

We use your information to:

  • process and take payment for orders;
  • confirm and manage purchases;
  • prepare and dispatch products;
  • provide delivery information;
  • communicate with you about your order;
  • process returns, refunds and exchanges; and
  • provide customer support.

The lawful basis for this processing is generally performance of a contract with you.

Operating and improving our website

We may use information about how customers use our website to:

  • operate and maintain the website;
  • improve our products and services;
  • understand how customers interact with our website;
  • troubleshoot technical issues; and
  • improve the customer experience.

Depending on the circumstances, our lawful basis may be legitimate interests or consent, where consent is required.

Marketing

If you have signed up to receive marketing communications from us, we may use your contact information to send you:

  • product updates;
  • new product announcements;
  • offers and promotions;
  • Alpine Paws news; and
  • other marketing communications.

Where required by law, we will obtain your consent before sending electronic direct marketing.

You can unsubscribe from marketing emails at any time by using the unsubscribe link included in our emails or by contacting us.

Unsubscribing from marketing communications will not prevent us from sending necessary non-marketing communications, such as order confirmations or information relating to an existing purchase.

Customer service

We may use information you provide to respond to enquiries, complaints, returns and other customer-service requests.

The lawful basis may be performance of a contract, legitimate interests or, where applicable, legal obligation.

Fraud and security

We may process personal information to:

  • detect and prevent fraud;
  • protect our website and systems;
  • investigate suspicious activity;
  • protect customers and our business; and
  • comply with legal or regulatory requirements.

The lawful basis may include legitimate interests or legal obligation.

Legal and accounting requirements

We may retain and process information where necessary to:

  • comply with tax and accounting obligations;
  • maintain appropriate business records;
  • respond to lawful requests from authorities;
  • establish, exercise or defend legal claims; or
  • comply with other legal obligations.

The lawful basis may be legal obligation or legitimate interests, depending on the circumstances.

5. Who we share your information with

We do not sell your personal information.

We may share personal information with trusted third parties where necessary to operate Alpine Paws and provide our services.

These may include:

Shopify

Our online store is powered by Shopify. Shopify provides the e-commerce platform through which we operate our website, manage products and process orders.

Shopify may process personal information on our behalf and may also process certain information for its own purposes in accordance with its privacy policies.

You can read Shopify's privacy information here:

https://www.shopify.com/legal/privacy

Payment providers

We use third-party payment providers to process payments securely.

These providers receive the information necessary to process your payment and may process your information in accordance with their own privacy policies.

Delivery and fulfilment providers

We may provide your name, delivery address, telephone number and other necessary information to postal and courier providers so that your order can be delivered.

Email and marketing providers

Where you subscribe to our marketing communications, we may use third-party email or marketing platforms to store your contact information and send communications on our behalf.

Analytics and advertising providers

We may use third-party services to understand how visitors use our website and, where applicable, to measure or deliver advertising.

These services may use cookies or similar technologies.

Where consent is required for these technologies, we will seek your consent through our cookie controls.

Professional advisers and authorities

We may disclose personal information where necessary to:

  • accountants;
  • legal or professional advisers;
  • insurers;
  • law enforcement;
  • government authorities; or
  • other third parties where disclosure is required or permitted by law.

6. Cookies and similar technologies

Our website uses cookies and similar technologies.

Cookies may be used to:

  • keep the website functioning;
  • remember preferences;
  • understand website usage;
  • improve the shopping experience;
  • measure marketing performance; and
  • where permitted, provide relevant advertising.

Some cookies are necessary for the website to function and cannot be disabled through our cookie controls.

Where required by law, we will ask for your consent before using non-essential cookies.

You can also manage cookies through your browser settings.

7. Marketing communications

If you subscribe to our marketing communications, we may use your email address to send you promotional communications about Alpine Paws.

You can unsubscribe at any time by clicking the unsubscribe link in our emails.

You can also contact us at info@alpinepaws.co.uk to request that we stop sending marketing communications.

We will continue to send essential transactional communications where necessary, such as information relating to an order you have placed.

8. How long we keep your information

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

The length of time we retain information depends on factors including:

  • whether you have an active customer relationship with us;
  • whether we need the information to fulfil an order;
  • whether we need it to handle a return, refund or complaint;
  • whether we are legally required to retain it;
  • whether it is needed for accounting or tax purposes; and
  • whether we need it to establish or defend legal claims.

When personal information is no longer required, we will delete it or securely dispose of it where reasonably practicable.

9. International transfers

Some of the service providers we use may process personal information outside the United Kingdom.

Where personal information is transferred outside the UK, we will take appropriate steps to ensure that the transfer is lawful and that your information receives an appropriate level of protection.

Depending on the destination and circumstances, this may include relying on:

  • an adequacy decision or regulations;
  • the UK's International Data Transfer Agreement or Addendum;
  • appropriate contractual safeguards; or
  • another lawful transfer mechanism recognised under UK data protection law.

10. Keeping your information secure

We take reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

However, no online transmission or storage system can be guaranteed to be completely secure.

If you have an account with us, you should keep your login details confidential and should not share your password with anyone else.

11. Your data protection rights

Under UK data protection law, you may have rights including:

  • The right to access the personal information we hold about you;
  • The right to correction of inaccurate or incomplete information;
  • The right to erasure of your personal information in certain circumstances;
  • The right to restrict processing in certain circumstances;
  • The right to object to certain processing, including direct marketing;
  • The right to data portability in certain circumstances; and
  • The right to withdraw consent where we rely on consent as our lawful basis for processing.

These rights are subject to certain legal exceptions and limitations.

You can exercise your rights by contacting us at:

info@alpinepaws.co.uk

We may need to verify your identity before responding to certain requests.

12. Marketing preferences

You can opt out of marketing communications at any time by:

Opting out of marketing does not affect information we need to retain for legitimate business or legal purposes, nor does it prevent essential communications relating to orders or services you have requested.

13. Children's privacy

Our website is intended for general consumers and is not specifically directed at children.

We do not knowingly collect personal information from children where doing so would be unlawful.

If you believe that a child has provided us with personal information unlawfully, please contact us so that we can investigate and take appropriate action.

14. Third-party websites

Our website may contain links to third-party websites, including social media platforms and other services.

We are not responsible for the privacy practices, content or security of third-party websites.

We recommend reviewing the privacy policy of any third-party website you visit.

15. Changes to this Privacy Policy

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

  • our business;
  • the services we use;
  • our data-processing practices;
  • applicable laws; or
  • regulatory requirements.

When we update this Privacy Policy, we will update the “Last updated” date at the top of this page.

16. Complaints

If you have concerns about how we use your personal information, please contact us first:

Email: info@alpinepaws.co.uk

We will investigate your concern and respond as soon as reasonably practicable.

You also have the right to complain to the UK's data protection regulator, the Information Commissioner's Office (ICO), if you believe your personal information has been handled unlawfully.

You can find information about contacting the ICO at ico.org.uk.

17. Contact

If you have any questions about this Privacy Policy or how Alpine Paws handles your personal information, please contact:

Alpine Paws
Owner: Annabel Hoyes
Business address: Office 30, Anglo House, Worcester Road, Stourport-on-Severn, Worcestershire, DY13 9AW, United Kingdom
Email: info@alpinepaws.co.uk