Privacy policy

Privacy Policy

Last updated: 19 September 2026

NorvaPaws (“we”, “us”, “our”) operates this online store and website, including the products, services, content and features made available through our website (the “Services”).

NorvaPaws is a sole-trader business operating in the United Kingdom. Our online store is powered by Shopify, which provides the technology that enables us to operate our store and process customer orders.

This Privacy Policy explains how we collect, use, store and share personal information when you visit our website, place an order, contact us, or otherwise interact with our Services.

For the purposes of applicable UK data protection law, the data controller is the person operating the NorvaPaws business.

1. Business Contact Address

Our public business address is:

NorvaPaws
Suite RA01
195-197 Wood Street
London
E17 3NU
United Kingdom

This is a virtual business/trading address used for general business correspondence and public business contact purposes.

This address is not a returns address and must not be used for returning products, parcels or merchandise. Customers should not send products or returns to this address unless we have specifically provided written instructions authorising them to do so.

Any return or refund request must first be made by contacting us at NorvaPaws@gmail.com. Where a physical return is required, we will provide the appropriate return instructions and return address.

2. Information We Collect

Depending on how you interact with our Services, we may collect the following types of personal information.

Contact and delivery information

This may include:

Your name
Billing address
Delivery address
Email address
Telephone number
Other contact details you provide to us

Order and transaction information

This may include:

Products you purchase or attempt to purchase
Order details
Order number
Payment status
Returns, refunds, cancellations and exchanges
Transaction dates and related information

We do not normally receive or store your full payment card details. Payments are processed through Shopify Payments or other payment providers made available at checkout, and those providers process payment information in accordance with their own privacy policies.

Communications

If you contact us, we may keep information contained in your communications, including enquiries, complaints, requests for support and information relating to your order.

Device and technical information

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

IP address
Browser type
Device type
Operating system
Network information
Approximate location derived from technical information
Pages visited
Referring websites
Information about how you interact with our website

Cookies and similar technologies

We and our service providers may use cookies and similar technologies to operate our website, remember preferences, understand how visitors use our store, maintain security, and where applicable support advertising and marketing.

Some cookies are necessary for the website and checkout to function. Where applicable, non-essential cookies and similar technologies will be used in accordance with applicable law and your choices.

3. How We Collect Your Information

We may collect personal information:

Directly from you when you place an order or provide information to us
When you contact us
When you create or use an account, where this functionality is available
Automatically when you browse or interact with our website
Through Shopify and other service providers that support our store
From payment, delivery, fulfilment, fraud-prevention or other service providers involved in providing our Services

4. How We Use Your Personal Information

We use personal information where necessary to operate our business and provide our Services.

Processing and fulfilling orders

We use your information to:

Process and confirm orders
Process payments
Arrange delivery
Communicate with you about your order
Provide customer support
Process returns, refunds and cancellations
Prevent and investigate fraudulent transactions

Lawful basis: Performance of a contract with you and, where applicable, compliance with our legal obligations.

Operating and improving our website

We use technical and usage information to operate, maintain, secure and improve our website and Services.

Lawful basis: Legitimate interests in operating and improving our business, and where required, your consent.

Customer communications

We may use your contact information to respond to enquiries, provide customer service and send information relating to your orders.

Lawful basis: Performance of a contract, legitimate interests, or compliance with legal obligations, depending on the circumstances.

Marketing

Where permitted by law, we may send marketing communications about NorvaPaws products, offers or services.

You can unsubscribe from marketing communications at any time by using the unsubscribe option in the relevant communication or by contacting us.

Lawful basis: Consent where required, or legitimate interests where permitted by applicable law.

Security and fraud prevention

We may use information to detect, investigate and prevent fraud, abuse, security incidents and other unlawful activity.

Lawful basis: Legitimate interests and compliance with legal obligations.

Legal and regulatory purposes

We may process information where necessary to comply with applicable laws, regulations, court orders, lawful requests from authorities, or to establish, exercise or defend legal claims.

Lawful basis: Legal obligation and/or legitimate interests.

5. Who We Share Personal Information With

We may share personal information with trusted third parties where necessary to operate our business and provide our Services.

These may include:

Shopify, which provides our e-commerce platform and related services
Payment processors and payment service providers
Suppliers and fulfilment partners where necessary to fulfil your order
Delivery and postal companies
IT, hosting, security and technical service providers
Customer-support service providers
Analytics and website-performance providers
Advertising and marketing providers, where applicable
Professional advisers, such as accountants or legal advisers
Government, regulatory or law-enforcement authorities where legally required

We only share information where there is a lawful basis for doing so and where necessary for the relevant purpose.

6. Shopify

Our online store is hosted on Shopify.

Shopify processes personal information in connection with the operation of our store, including information relating to visits, orders and transactions.

Shopify may also process information for its own purposes as described in its privacy documentation.

You can read Shopify's privacy information here:

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

7. 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 made in accordance with applicable UK data protection law.

8. How Long We Keep Your Information

We retain personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy.

The length of time depends on factors including:

The purpose for which the information was collected
Whether you have an active customer relationship with us
Our legal and accounting obligations
The need to resolve disputes
The need to establish, exercise or defend legal claims
Fraud prevention and security requirements

Some information relating to orders and transactions may need to be retained for longer periods to comply with legal, tax and accounting requirements.

When information is no longer required, we will securely delete it or anonymise it where appropriate.

9. Your Data Protection Rights

Subject to applicable law and certain conditions and exemptions, you may have rights including:

The right to access personal information we hold about you
The right to have inaccurate information corrected
The right to request deletion of your information
The right to request restriction of processing
The right to object to certain processing
The right to data portability in certain circumstances
The right to withdraw consent where we rely on consent as our lawful basis

To exercise your rights, please contact us using the details below.

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

10. Marketing Preferences

If you receive marketing communications from us, you can unsubscribe at any time by following the unsubscribe instructions included in the communication.

You can also contact us directly to request that we stop sending marketing communications.

Even if you opt out of marketing, we may still contact you with essential non-marketing communications, such as information relating to an order you have placed.

11. Cookies

Our website uses cookies and similar technologies.

Cookies may be used to:

Keep our website and checkout functioning
Remember your preferences
Maintain security
Understand website traffic and usage
Improve our Services
Support advertising and marketing where applicable

Where consent is required for non-essential cookies, we will provide an appropriate mechanism for you to manage your preferences.

12. Children's Privacy

Our Services are not directed specifically 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 and you would like us to review or delete it, please contact us.

13. Security

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

However, no method of transmitting or storing information is completely secure, and we cannot guarantee absolute security.

14. Third-Party Websites

Our website may contain links to third-party websites or services.

We are not responsible for the privacy practices, security or content of third-party websites. We recommend reviewing the privacy policies of any third-party website you visit.

15. Complaints

If you have concerns about how we use your personal information, please contact us first so that we have an opportunity to address your concern.

You also have the right to complain to the Information Commissioner's Office (ICO), the UK's independent data protection regulator.

Information about making a complaint is available from the ICO.

16. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business, Services, technology or applicable legal requirements.

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

17. Contact Us

If you have questions about this Privacy Policy, your personal information, or your data protection rights, you can contact us at: