Privacy notice
Last updated 5 October 2026
Who we are
Willow & Paw is a trading name of Sofitech Consulting Ltd, registered in England and Wales, company number 14249786. Registered office: Flat 9, Wheat House, Peacock Close, London NW7 1LF. We're the controller of your personal information, which means we decide how it's used and are responsible for looking after it. Email contact@willowandpaw.co.uk with any question about this notice or your information.
What we collect, and why
| Information | Why we use it | Our lawful basis |
|---|---|---|
| Name, email, delivery address and phone number, and what you order | To take payment, deliver your order, send order emails, and handle returns and faults | Contract |
| Order and payment records | Accounting and tax | Legal obligation |
| Your account: email, password (stored only as a secure hash), saved addresses, and devices signed in | To let you sign in, see your orders and check out faster | Contract |
| Your basket and the checkout you start | To keep your basket and reserve stock while you pay | Contract (steps you ask us to take before buying) |
| When you add to your basket or start checking out | To understand where people drop out, so we can improve the shop | Legitimate interests (running and improving the shop) |
| Your email and the basket you left | To send one reminder about an unfinished checkout | Consent: only if you've agreed to our marketing emails |
| Your email and the topics you choose, with a record of when and where you signed up | To send offers, new products and pet care tips, and to prove we have your permission | Consent, if you signed up. If you bought from us and didn't opt out at checkout: our legitimate interest in telling customers about similar products, sent under the “soft opt-in” rule in the UK's electronic marketing regulations (PECR). Those emails are only about products like the ones you bought. |
| Messages you send us through the contact form or by email | To answer you | Legitimate interests |
| How you use the site, through Google Analytics | To see which pages work and improve the shop | Consent, given in our cookie banner |
| Technical logs: IP address, browser, and errors | To keep the site secure, stop abuse and fix problems | Legitimate interests |
We never see or store your card details: Stripe handles payments. We don't sell your information, and we don't use it for automated decisions that affect you. We don't track whether you open our emails.
Who we share it with
Only with companies that help us run the shop, under contracts that protect your information:
- Amazon Web Services: hosting and sending our emails, in London.
- Neon: our database, hosted on Amazon Web Services in London.
- Stripe: payments. Stripe is also responsible for some payment information itself, such as for fraud prevention; see Stripe's privacy policy.
- Google: Google Analytics, only if you allow analytics cookies.
- Zoho: our customer service mailbox.
- Sentry: error reports, which can include technical details of the request that went wrong.
- Couriers (Royal Mail, Evri, InPost or DPD): your name and delivery address, to deliver your parcel.
Some of these companies may process information outside the UK, for example in the United States. Where they do, it's protected by UK adequacy regulations or the UK's approved data transfer agreements. We may also share information where the law requires it.
How long we keep it
| Information | How long |
|---|---|
| Orders, payments and refunds | 6 years after the end of the financial year, as tax law requires |
| Your account | Until you delete it, or 3 years after you last used it (we'll email you first) |
| Baskets | 30 days after last use for guests; items in a signed-in basket after 90 days |
| Record of your marketing choices | For as long as you're subscribed, then 6 years, as evidence |
| Basket and checkout activity; the list of emails we've sent you | 24 months |
| Messages you send us through the contact form | 24 months |
| Google Analytics data | 14 months |
| Technical logs | 14 days |
Your rights
You have the right to:
- get a copy of your information: download it from your account, or email us;
- have it corrected: update your details in your account, or email us;
- have it deleted: delete your account yourself, or email us. We keep order records for as long as tax law requires;
- object to how we use it, or ask us to limit it;
- take it to another company, in a common format;
- stop marketing at any time, with the unsubscribe link in any of our emails or your email preferences; and
- withdraw consent you've given, such as for analytics cookies, using “Cookie settings” at the foot of every page.
Email contact@willowandpaw.co.uk to use any of these. We'll reply within a month, and may ask you to confirm who you are. If you're unhappy with how we've handled your information, please tell us first; you can also complain to the Information Commissioner's Office at ico.org.uk.
Cookies
Our cookie policy lists the cookies we use and how to change your choice.
Changes to this notice
If we change this notice, we'll update the date at the top, and tell you by email if the change matters to you.