Privacy Policy

For the purposes of UK data protection law, REOROLO LTD is the data controller of your personal data, except where Shopify or another provider acts as an independent controller (see Section 9).

Controller details:
REOROLO LTD (company number SC886427)
Clyde Offices, 2nd Floor, 48 West George Street, Glasgow, G2 1BP
Email: hello@reorolo.co.uk

Our Services are intended for adults, and you must be 18 or over to place an order. We don't knowingly collect personal data from children. If you believe a child has given us personal data, please contact us and we'll investigate and delete it where appropriate.

Information you give us directly: your name; billing and delivery address; email address; phone number; account login details; order and transaction history; communications you send us (customer service enquiries, reviews, feedback); marketing preferences; details about your dog, where you choose to share these; and, if you send a gift card to someone else, their name and email address, your message to them and the date you'd like it sent.

If someone sends you a gift card: they give us your name and email address so we can email it to you. We only use them for that gift card, and we won't send you marketing unless you sign up yourself.

If you ask us to tell you when something is back in stock: we keep your email address and the product you asked about, and send you one email through Klaviyo when it's back. We only use them for that, and we won't send you marketing unless you sign up yourself.

If you ask the Treat Finder to email you a shortlist: we keep your email address and your answers (your dog's name, breed, age and size, and what you're looking for), and send you the shortlist through Klaviyo. We only use them for that, and we won't send you marketing unless you sign up yourself, for example with the “Email me + 15% off” button or the tick box.

Information collected automatically: IP address; browser and device type; operating system; time zone; usage and browsing data (pages viewed, products viewed, clicks, referring URLs); cookie data.

Information from third parties: Shopify, which powers our online store and checkout; payment providers; delivery partners; analytics and advertising providers (including Google, and social platforms such as Facebook, Instagram and TikTok); fraud prevention providers.

To provide our Services: process and fulfil orders, take payment, arrange delivery, manage your account, handle returns and customer support, send order confirmations and updates, send gift cards to the people they're for, on the date you choose, email you when a product you asked about is back in stock, and email you a Treat Finder shortlist when you ask for one.

To improve our Services: understand how customers use our website, improve functionality and your shopping experience, save your preferences.

For marketing: send email and SMS marketing where you've opted in, show relevant content and adverts, measure how our marketing performs.

For security and compliance: prevent fraud, protect our website and customers, meet our legal and tax obligations.

Performance of a contract - to take and fulfil your order, process payments, arrange delivery, and manage your account.

Legitimate interests - to operate, improve, and secure our website, prevent fraud, respond to enquiries, send a gift card to the person it was bought for, and share hashed contact details with Meta and Google for our adverts (see Section 7), provided this doesn't override your rights.

Consent - for email and SMS marketing, and for non-essential cookies. You can withdraw consent at any time.

Legal obligation - to meet accounting, tax, and other legal requirements.

Our website uses cookies and similar technologies, including strictly necessary cookies for the site and checkout to function, and analytics and advertising cookies to help us understand site usage and measure our marketing.

What we use, and why:

Strictly necessary (always on) - Shopify, to keep your basket, run checkout and keep the site secure.

Analytics (only with your consent) - Shopify analytics, Google Analytics and Microsoft Clarity, to understand how people use the site so we can improve it.

Marketing (only with your consent) - Meta (Facebook and Instagram), Google Ads and TikTok, to measure our adverts, and Klaviyo, to keep our emails and sign-up forms relevant to you.

Reviews (only with your consent) - Judge.me, which shows product reviews on our pages.

If you accept marketing cookies, Meta and Google may also receive a hashed (scrambled) copy of details such as your email address when you place an order, so they can tell which advert led to it. Meta calls this advanced matching, and Google calls it enhanced conversions.

Where required by law, we ask for your consent through the cookie banner shown when you first visit our site. You can change your choice at any time with the Cookie settings button on this page, or through your browser settings.

We may send you marketing by email or SMS where you've opted in. You can opt out at any time by:

clicking the unsubscribe link in any marketing email

replying STOP to a marketing text message

emailing hello@reorolo.co.uk

Even if you opt out of marketing, we'll still send you essential service messages, like order confirmations.

Our adverts on Facebook, Instagram and Google: if you're on our email list or have ordered from us, we may share your email address and other contact details we hold (such as your name and phone number) with Meta and Google, in a hashed (scrambled) form. They use them only to find your account there, so they can show you our adverts, or stop showing them once you're a customer, and they delete what we send once the matching is done. To opt out, email hello@reorolo.co.uk with "No ad matching" in the subject and we'll stop sharing yours. You can also change the adverts you see in your Facebook, Instagram and Google ad settings.

We don't sell your personal data. We may share it with trusted providers where necessary to run our business, including:

Shopify, which hosts our online store and checkout, and Shopify Payments, which processes card payments

PayPal, if you choose to pay with PayPal

Royal Mail, to deliver your order and send tracking updates

Klaviyo, which sends our emails and runs our sign-up forms

Judge.me, which collects and shows product reviews, including asking for a review after an order

Trustpilot, which asks for a review of our service by email after an order, and publishes reviews on trustpilot.com

Meta (Facebook and Instagram), Google and TikTok, to show and measure our adverts

Microsoft Clarity and Google Analytics, which show us how people use our website (such as clicks and scrolling) so we can improve it

Google, which runs our business email

professional advisers, such as accountants

regulators or authorities, where required by law

Our online store is powered by Shopify. In most cases, Shopify acts as our data processor, handling personal data on our behalf. In some cases, Shopify may act as an independent controller, for example to run Shop Pay and the Shop app, to help prevent fraud, and to improve its own services.

You can learn more about how Shopify processes personal data at privacy.shopify.com.

Some of our service providers may process personal data outside the UK. Where this happens, we make sure appropriate safeguards are in place, such as UK adequacy regulations (including the UK-US data bridge for US companies that have signed up to it) or the UK's International Data Transfer Agreement or Addendum.

We keep personal data only as long as necessary for the purposes it was collected. As a general guide:

order and transaction records: up to 7 years, to meet UK tax and accounting requirements

account data: while your account is active, and for a reasonable period afterwards

marketing data: until you opt out or withdraw consent

We take appropriate technical and organisational measures to protect your personal data. No system is completely secure, but if you have an account, please keep your login details confidential and let us know if you think they've been compromised.

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

access the personal data we hold about you

request correction of inaccurate data

request deletion of your data

object to or restrict how we use your data

data portability, in certain circumstances

withdraw consent at any time

To exercise any of these, email hello@reorolo.co.uk. We aim to respond within one month.

If you're unhappy with how we've handled your personal data, please tell us first by emailing hello@reorolo.co.uk with "Data complaint" in the subject. We'll acknowledge it within 30 days, look into it, and tell you what we've found and what we've done. You also have the right to complain to the UK Information Commissioner's Office (ICO) at ico.org.uk.

Our website may contain links to other websites. We're not responsible for the privacy practices or content of third-party sites.

We may update this Privacy Policy from time to time. Any changes will be posted on this page.

Email hello@reorolo.co.uk

REOROLO LTD, Clyde Offices, 2nd Floor, 48 West George Street, Glasgow, G2 1BP