Privacy policy
Last updated: 22 October 2026
Who we are
The Ruff and Tumble Dog Company Ltd ("Ruff and Tumble", "we", "us") is responsible for your personal information. This policy explains what we collect when you shop with us online, in our Stamford shop, at events or through our stockists, how we use it, and your rights.
- Company number: 11097169
- Registered office: 22-26 King Street, King's Lynn, Norfolk, United Kingdom, PE30 1HJ
- Postal address: Unit 4 Oakham Enterprise Park, Ashwell Road, Oakham, LE15 7TU
- Email: info@ruffandtumbledogcoats.com
- ICO registration number: ZB145375
We follow the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations (PECR).
What we collect
We collect only what we need to sell to you, deliver your order and keep in touch if you want us to. We do not collect sensitive information such as health or financial account details.
| Type | Examples | Where it comes from |
|---|---|---|
| Contact details | Name, email, phone, delivery and billing address | You, when you order, sign up or contact us |
| Order details | What you bought, when, order value, returns | Our shop platform and tills |
| Payment details | Card type and last four digits, payment status | Our payment providers (we never see or store your full card number) |
| Account details | Login email, saved addresses, order history | You, if you create an account |
| Your messages | Emails, chat messages, reviews, competition entries | You |
| Marketing choices | Whether you've opted in to emails or texts, what you open and click | You, and our email and text providers |
| Browsing information | Pages viewed, products added to basket, device, browser, rough location from your IP address | Cookies and similar technologies, if you allow them |
| Your dog | Breed, size or name, if you tell us (for sizing or personalised products) | You |
How we use it
The law requires a reason, called a lawful basis, for each way we use your information. Ours are set out below.
| What we do | Lawful basis |
|---|---|
| Take payment, deliver your order and handle returns | Contract: we need it to sell to you |
| Send order, delivery and account messages | Contract |
| Answer your questions and complaints | Legitimate interests: looking after our customers |
| Send marketing emails and texts | Consent, or legitimate interests for existing customers buying similar products (you can opt out at any time) |
| Show you relevant adverts on Google, Meta and TikTok | Consent, given through our cookie banner |
| Understand how our website is used and improve it | Consent, given through our cookie banner |
| Ask you to review a purchase | Legitimate interests: building trust in our products |
| Run competitions and send prizes | Contract: the competition terms |
| Prevent fraud and keep our website secure | Legitimate interests, and legal obligation |
| Keep accounts and tax records, including VAT on overseas orders | Legal obligation |
We do not make decisions about you using only automated means that have a legal or similarly significant effect. Our payment providers may run automated fraud checks on orders.
Marketing emails and texts
We only send marketing if you've signed up, or if you've bought from us and didn't opt out at the time. We never sell your details or pass them to other companies for their own marketing.
- Emails are sent through Klaviyo. They may be tailored to what you've browsed or bought, if you've allowed marketing cookies.
- Texts are only sent if you opt in separately. We send no more than two marketing texts a month.
- To stop: click "unsubscribe" in any email, reply STOP to any text, or contact us. We'll still send messages about orders you've placed.
Cookies
We only use essential cookies unless you agree to more through the banner on our website. Our Cookie Policy lists every cookie we use, and you can change your choice at any time with the Cookie Settings link at the bottom of every page.
Who we share it with
We share your information only with the companies that help us run the business, and only what each one needs. They must keep it secure and use it only for the service they provide to us, except where noted.
| Who | What for |
|---|---|
| Shopify | Runs our website, checkout, tills, customer accounts and live chat (Shopify Inbox) |
| Shopify Payments, PayPal, Klarna, Apple Pay, Google Pay | Take payments and check for fraud. Klarna and PayPal also act for themselves when you use their services |
| Linnworks | Processes and despatches orders and prints shipping labels |
| Delivery companies | Deliver your order and send tracking updates |
| Avalara | Calculates and reports VAT and duties on orders sent abroad |
| Klaviyo | Sends our emails and sign-up forms |
| Our text message provider | Sends texts if you've opted in |
| Trustpilot | Invites you to review your order and shows reviews |
| Appstle | Manages product subscriptions |
| Selleasy (Logbase) | Suggests products that go well together |
| Google (Analytics and Ads) | Measures website use and advertising, if you allow cookies |
| Microsoft Clarity | Shows how visitors use our pages, if you allow cookies |
| Meta (Facebook, Instagram) | Measures and shows our adverts, if you allow cookies |
| TikTok | Measures and shows our adverts, if you allow cookies |
| Accountants, lawyers and IT support | Professional advice and keeping our systems working |
| HMRC, police and regulators | Only where the law requires it |
If the business is ever sold, your information may pass to the new owner, who would have to follow this policy.
Sending data abroad
Some of the companies above store or handle data outside the UK, including in the European Economic Area, Canada and the United States. When they do, the transfer is protected in one of these ways:
- the country has been approved by the UK government as having adequate data protection (for example the EEA, Canada, and US companies certified under the UK Extension to the EU-US Data Privacy Framework); or
- the company has signed the UK's approved contract terms for international transfers (the International Data Transfer Agreement or UK Addendum).
Contact us if you'd like more detail on the safeguard for a particular company.
How long we keep it
We keep information only as long as we need it, then delete it or make it anonymous.
| Information | How long |
|---|---|
| Orders, invoices and payment records | 6 years after the end of the financial year, as tax law requires |
| Customer account | Until you close it, or 3 years after your last order or login |
| Marketing list | Until you unsubscribe. We then keep your email on a "do not contact" list so we don't email you again by mistake |
| Emails, chat messages and complaints | 2 years after the matter is closed |
| Competition entries | 6 months after the winner is chosen |
| Cookies | As listed in our Cookie Policy |
Your rights
You can ask us to do any of the following, free of charge. Email info@ruffandtumbledogcoats.com and we'll reply within one month. We may ask you to confirm who you are first.
- See a copy of the information we hold about you
- Correct anything that is wrong or incomplete
- Delete your information, unless we have to keep it (for example for tax)
- Restrict how we use it while a concern is looked into
- Object to us using it for legitimate interests, including marketing
- Move it to another company in a common digital format
- Withdraw consent at any time, for example by unsubscribing or changing your cookie settings
Complaints
If you're unhappy with how we've handled your information, please tell us first so we can put it right. Contact us by email, post or any other way. We'll acknowledge your complaint within 30 days, look into it and tell you the outcome.
You can also complain to the Information Commissioner's Office (ICO) at ico.org.uk/make-a-complaint or on 0303 123 1113.
Security
Our website uses encryption (HTTPS) and payments are handled by our payment providers, so we never see or store your full card details. Only staff who need your information can access it. If a data breach could put you at risk, we will tell you and the ICO as the law requires.
Children
Our shop is for adults. We don't knowingly collect information from anyone under 16 without a parent's or guardian's permission.
Links to other websites
Our website links to social media and other sites. Their privacy practices are their own, so please read their policies.
Changes to this policy
We'll update this policy when the way we use your information changes. The date at the top shows when it was last updated.