Privacy policy

Last Updated: 8th October 2026

1. Who We Are

Hollow & Paw ("we", "us", "our") runs the online store at hollowandpaw.com. We are the controller of the personal information described in this policy. We are committed to protecting your privacy and handling your data in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

2. Information We Collect

Information you give us: your name, delivery and billing address, email address, phone number, order details, and anything you send us when you contact our team.

Information collected automatically: details about your device and browser, IP address, pages viewed, products added to your basket and how you interact with our website, collected through cookies and similar technologies.

Payment information: card and payment details are processed securely by our payment providers. We never see or store your full card details.

3. How We Use Your Information

  • To process, deliver and support your orders, including sending order confirmations and tracking updates
  • To handle returns, refunds, exchanges and customer service enquiries
  • To prevent fraud and keep our website secure
  • To improve our website, products and shopping experience
  • To send marketing emails, only where you have agreed to receive them
  • To meet our legal, tax and accounting obligations

4. Our Lawful Bases

We only use your personal information where the law allows us to. This means we rely on: performing our contract with you (processing your order), our legitimate interests (running and improving our business and preventing fraud, where these are not outweighed by your rights), your consent (for marketing and non essential cookies, which you can withdraw at any time), and legal obligations (keeping financial records).

5. Who We Share It With

We never sell your personal information. We only share it with trusted service providers who help us run our store, including:

  • Shopify, which hosts our online store and processes orders
  • Our payment providers, which process payments securely at checkout
  • Delivery partners such as Royal Mail, DPD and Evri
  • Our order tracking service, so you can follow your delivery
  • Email, analytics and advertising services, where you have consented where required

We may also share information where required by law or to protect our rights, customers or others.

6. International Transfers

Some of our service providers, including Shopify, may process your information outside the UK. Where this happens, we make sure appropriate safeguards are in place, such as UK approved contractual clauses or adequacy regulations.

7. How Long We Keep It

We keep order and transaction records for up to 6 years to meet tax and accounting requirements. Other information is kept only for as long as needed for the purposes set out in this policy, after which it is securely deleted or anonymised. If you unsubscribe from marketing, we will stop sending it straight away.

8. Cookies

Our website uses cookies that are essential for it to work, such as keeping items in your basket and processing checkout. With your consent, we also use analytics and marketing cookies to understand how our website is used and to show you relevant content. You can manage your choices through our cookie banner or your browser settings at any time.

9. Your Rights

Under UK data protection law, you have the right to:

  • Access the personal information we hold about you
  • Have inaccurate information corrected
  • Have your information deleted in certain circumstances
  • Restrict or object to how we use your information
  • Receive your information in a portable format
  • Withdraw consent at any time, where we rely on consent

To use any of these rights, email us at info@hollowandpaw.com. We will respond within one month.

10. Keeping Your Information Safe

We use secure, encrypted connections (SSL) and trusted providers to protect your information. While no method of transmission over the internet is completely secure, we take appropriate steps to keep your data safe.

11. Children

Our website is not intended for children, and we do not knowingly collect personal information from anyone under 18.

12. Complaints

If you have any concerns about how we handle your information, please contact us first so we can help. You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data protection regulator, at ico.org.uk or by calling 0303 123 1113.

13. Changes to This Policy

We may update this Privacy Policy from time to time. Any changes will appear on this page with a new Last Updated date, so we recommend checking back occasionally.

Contact Information

Store Name: Hollow & Paw
Store Address: 35 Clos Maria, Cardiff CF3 0FR, United Kingdom
Store Email: info@hollowandpaw.com
Store Phone: +447418636903
Customer Service Hours: Monday to Friday: 09:00 – 17:00 (GMT)
We do our best to reply to your e-mail within 1–2 business days.