Privacy policy

Last updated: 30th June 2026

The Big Pet Shop ("we", "us", or "our") is a trading name operated by Joseph Miles, sole trader, based in Bacup, Lancashire, United Kingdom. We are committed to protecting your privacy. This Privacy Policy describes how we collect, use, and disclose your personal information when you visit, use, or make a purchase from thebigpetshop.com (the "Services").

  1. Personal Information We Collect

We collect various categories of personal information to provide a curated shopping experience:

  • Contact Details: Name, billing/shipping address, phone number, and email.
  • Financial Information: Payment card details and transaction history (processed securely via Shopify and our payment gateways).
  • Device & Usage Information: IP address, browser type, network connection, and how you interact with our site.
  • Customer Support Communications: Information provided during chats or emails.
  1. Technologies Used for Data Collection

We use specific third-party tools to improve our store performance and marketing. By using our Services, you consent to the use of:

  • Cookies & Pixels: We use cookies to remember your cart and analyse traffic.
  • Microsoft Clarity: We use this to monitor user behaviour via heatmaps and session recordings to improve website navigation. This requires your consent via our cookie preferences.
  • WeTracked.io: We use server-side tracking to ensure accurate marketing attribution.
  • Klaviyo: We collect your email and/or phone number (if provided) for marketing automations and abandoned cart recovery.
  1. How We Use Your Personal Information
  • Order Fulfilment: To process payments, arrange shipping, and provide order tracking via Track123.
  • Marketing & Advertising: To send promotional communications and show you targeted ads on platforms like Meta and Google. We use Simprosys to sync our product data with Google Shopping.
  • Security & Fraud Prevention: To detect and prevent malicious activity.
  • Customer Reviews: We use Judge.me to display authentic product reviews.
  1. Disclosure of Personal Information

We share your information with service providers who help us run our business:

  • Shopify: Our primary e-commerce platform.
  • Track123: For order tracking and shipment notifications.
  • Marketing Partners: Including Meta (Facebook/Instagram) and Google for personalised advertising.
  • Suppliers: Such as AliExpress for direct fulfilment of your orders.
  • Legal Obligations: To comply with applicable UK laws or respond to valid legal requests.
  1. International Transfers

As a UK-based business serving customers in the United Kingdom, United States, and Canada, your data may be processed in other countries by our service providers including Shopify, Klaviyo, and Meta. If you are a customer based in the United States or Canada, your personal information will also be transferred to and processed in the United Kingdom in order to fulfil your order, in addition to standard processing by our service providers in your own region. We ensure these transfers comply with UK GDPR standards through Standard Contractual Clauses, and where applicable, comparable safeguards under US and Canadian privacy law.

  1. Your Rights (UK)

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

  • Access, delete, or correct your personal data.
  • Object to processing or withdraw consent for marketing.
  • Lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.
  • Opt out of targeted advertising via the Your Online Choices portal.

6a. Your Rights (US & Canada)

If you are a resident of the United States or Canada, you may have additional rights under applicable state or provincial privacy laws (such as the California Consumer Privacy Act or Canada's PIPEDA), including the right to access, delete, or correct your personal data, and to opt out of the sale or sharing of personal information where applicable. To exercise these rights, please contact us using the details in Section 9.

  1. Security & Retention

We retain your personal information for as long as necessary to fulfil the purposes outlined in this policy or to meet legal and accounting requirements (typically up to 6 years for HMRC compliance).

  1. Children's Privacy

Our Services are not intended for children under 16. We do not knowingly collect data from children.

  1. Contact Information & Data Controller

For any questions or to exercise your privacy rights, please contact us:

  • Email: info@thebigpetshop.com
  • Address: 22 New Line, Bacup, Lancashire, OL13 0BY, UK
  • Returns Centre: Unit 162342, Courier Point, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FH, UK
  • Data Controller: Joseph Miles, trading as The Big Pet Shop