Privacy policy

1. Who we are

Stitch & Hound®, York, United Kingdom, is the data controller for personal data collected through this website. Contact us about privacy at hello@stitchandhound.co.uk or on 01904 940302.

2. What we collect

• Order details: your name, email address, phone number, billing and delivery address, and the items you order.
• Personalisation: the pet photo(s) you upload and the name you ask us to stitch.
• Payment: payments are processed by Stripe. We receive confirmation of payment and limited details (such as card type and last four digits) but never your full card number.
• Messages: anything you send us via our contact form, email or phone.
• Technical data: IP address, browser and device type, and pages visited, collected automatically for security and to keep the site working.

3. Why we use it and our lawful basis

• To make and deliver your order and send order emails — performance of a contract.
• To answer your enquiries and handle faults — performance of a contract or legitimate interests.
• To keep accounting and tax records — legal obligation.
• To prevent fraud and keep the website secure — legitimate interests.
• To send marketing — only with your consent, which you can withdraw at any time.

4. Your pet photos

Photos are stored privately and accessed only by our team to create your portrait. We will never publish your photo or the finished jumper on our website or social media without your express permission.

5. Who we share it with

We never sell your data. We share it only with trusted providers who help us run our business, under contracts that require them to protect it:

• Stripe (payment processing)
• Our website hosting, database and email delivery providers
• Royal Mail or other couriers (delivery name, address and, where needed, contact details)
• Professional advisers, and authorities where required by law

6. International transfers

Some providers may process data outside the UK. Where they do, we rely on UK adequacy regulations or approved safeguards such as the International Data Transfer Agreement or standard contractual clauses.

7. How long we keep it

• Pet photos: up to 12 months after delivery, so we can deal with any fault claims or reorders, then deleted. You can ask us to delete them sooner.
• Order and payment records: 6 years, as required for tax purposes.
• Contact messages: up to 2 years.

8. Security

We use encrypted connections (HTTPS), private storage with restricted access, and reputable providers. No system is completely secure, but we take reasonable steps to protect your data.

9. Cookies

We use essential cookies and local storage to make the site work — for example to remember your basket and to process secure payments.

We use the Meta (Facebook) pixel to measure how our advertising performs. If you visit from the UK, the EEA or Switzerland, we ask your permission first with a cookie banner: the pixel and its advertising cookies stay off unless you accept. Visitors from other regions are measured without a banner. When it is on, the pixel places a cookie (_fbp) and records the pages you visit, your IP address and browser information. This data is shared with Meta Platforms Ireland Ltd / Meta Platforms, Inc. and used for measurement and ad optimisation.

If you place an order while this measurement is on, we also report the purchase to Meta from our servers (the Meta Conversions API) with the order value, order reference, advertising cookies, IP address and browser information, so Meta can match the purchase to the advert that led to it. We only include a hashed (scrambled) version of your email address for this matching if you accepted advertising cookies.

You can change or withdraw your choice at any time via the Cookie settings link in the footer of every page — withdrawal stops future measurement straight away. You can also opt out of Meta's use of this data through your Meta ad preferences or your browser's privacy settings.

10. Your rights

You have the right to access, correct, erase, restrict or object to the use of your data, to data portability, and to withdraw consent at any time. To make a request, email us; we will respond within one month. Some data may need to be kept for legal reasons.

If you are unhappy with how we handle your data, you can complain to the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113.

11. Children

Our website is not aimed at children under 13 and we do not knowingly collect their data.

12. Changes

We may update this policy. The latest version will always be on this page with the date it was last updated.