Privacy & Cookie Policy

At jeliycat.shop, we respect the privacy of our customers and understand the importance of keeping personal information secure. This Privacy Policy explains how information may be collected, used, stored, and shared when you visit our website, create an account, purchase a soft toy, contact our customer service team, or request assistance with an order. Our aim is to handle personal information responsibly and use it only for appropriate business purposes connected with providing and improving our services. By understanding these practices, customers can make informed decisions about the information they provide while shopping with us.

When you place an order, we may ask you to provide information such as your full name, email address, telephone number, billing address, and delivery address. These details help us process your purchase, prepare your parcel, arrange transportation, and provide updates about the progress of your order. Accurate contact and delivery information is important because incorrect or incomplete details may cause communication problems or shipping delays. Customers should review their information carefully before submitting an order and contact our support team promptly if a correction is required.

Payment information is handled through the payment service provider connected to the checkout process. When you complete a transaction, certain information may be shared with that provider so that the payment can be authorized, processed, and checked for potential fraud. The specific information collected depends on the payment method and the provider’s procedures. We encourage customers to review the relevant payment provider’s privacy information if they would like to understand its data handling practices. For your protection, do not send complete credit card numbers, security codes, passwords, or other sensitive payment credentials through ordinary email.

If you contact our customer support team about an order, a damaged product, a missing item, a delivery issue, or another concern, we may retain the information included in your message. This can include your name, email address, order reference, description of the problem, and any relevant photographs you choose to provide. Such information allows our team to identify the correct purchase, understand the circumstances, and determine what assistance may be appropriate. Please include only the details necessary to resolve your inquiry and avoid sharing unrelated personal information.

You can reach our support team by email at [email protected]. Telephone assistance may be available at +44 (0)3330 040900 where this contact option is published. Written correspondence may be sent to Westworks Building, 195 Wood Lane, London W12 7FQ, United Kingdom. If you send a letter regarding an existing purchase, including your order reference can help staff locate the relevant record more efficiently. Photographs of the product, shipping carton, or affected packaging may also be useful when reporting a product concern or delivery problem. Please ensure that images do not unnecessarily reveal sensitive information belonging to you or another person.

Personal information may be shared with service providers that perform specific tasks on our behalf. These providers may include payment processors, warehouse systems, parcel carriers, website hosting companies, technical support providers, and analytics services. Depending on their responsibilities, they may need access to relevant order details, contact information, delivery addresses, or technical data to perform their services. Information should be limited to what is reasonably necessary for the relevant task. Service providers are expected to handle information according to their applicable obligations and are not automatically authorized to use our customer information for their own unrelated marketing activities.

When a parcel is prepared and handed to a delivery company, relevant shipping information may be provided to that carrier so it can transport the package and supply tracking updates. Depending on the service selected, this may include the recipient’s name, delivery address, contact number, and tracking reference. Our products may be dispatched from different warehouse locations depending on stock availability and operational requirements. The location from which an order is shipped does not change the customer support contact details provided for this store. Once a parcel enters the carrier’s network, the carrier’s own privacy practices may apply to information collected through its tracking and delivery systems.

Customers purchasing gifts may wish to keep their plans private from the intended recipient. Where the checkout process permits, consider using your own contact details for order communications and tracking updates rather than entering the recipient’s telephone number unnecessarily. Delivery services may still require certain recipient information to complete transportation, provide notifications, or arrange delivery. Any gift message or delivery instructions should be entered accurately and should not contain sensitive personal details that are not needed to fulfill the order.

Our website may use cookies and similar technologies to support its operation and understand how visitors interact with its pages. These technologies can help maintain shopping sessions, remember items placed in a shopping bag, recognize certain browser settings, and measure general website activity. Technical logs may record information such as an internet protocol address, browser type, pages visited, products viewed, and interactions with shopping features. This information can help us identify technical issues, understand which products attract interest, improve website navigation, and maintain the reliability of our services.

Some cookies are necessary for important website functions, including keeping a shopping session active while you browse or proceed through checkout. Restricting cookies through your browser settings may affect certain features, and your shopping bag or other preferences may not function as expected. Other technologies may be used for analytics or optional functions, depending on the tools available on the website and the choices offered to visitors. Where applicable, you can manage cookie preferences through the controls provided by the website or your browser.

Information collected through our store may be used to confirm and fulfill purchases, coordinate dispatch, provide tracking notifications, respond to customer inquiries, administer eligible returns, maintain account services, prevent fraudulent activity, investigate suspected misuse, and improve our product catalog and website performance. We may also use order records to maintain business documentation and meet applicable legal or regulatory obligations. Personal information should not be retained longer than necessary for the relevant purpose unless a longer retention period is required or permitted by law.

If you choose to subscribe to promotional communications, your contact information may be used to send relevant news, product announcements, or information about available offers. You can withdraw your consent to optional marketing messages by using the unsubscribe link included in the relevant email or by contacting customer support. Stopping promotional communications does not necessarily stop essential messages relating to an existing purchase. Order confirmations, important service notices, and necessary delivery communications may still be sent when required to complete or manage your transaction.

We may disclose information when required to comply with applicable laws, respond to valid legal requests, enforce our terms, protect the rights and safety of customers, investigate suspected fraud, or address activities that threaten the security of our website. Information may also be transferred as part of a business reorganization, merger, acquisition, or sale of relevant business assets, subject to applicable legal requirements. Where appropriate, such transfers will be handled with consideration for the privacy obligations associated with the information involved.

We take reasonable steps to protect personal information against unauthorized access, loss, misuse, alteration, or disclosure. Security measures may include access restrictions, technical safeguards, account protections, and procedures for handling customer records. However, no website, electronic transmission, or data storage method can be guaranteed to be completely secure. Customers can also help protect their information by using a strong, unique password, keeping login credentials private, signing out of shared devices, and contacting support if they suspect that an account has been accessed without permission.

Our store is intended for adults who wish to purchase products for themselves, their families, or as gifts. Accounts should be created by adults or with appropriate involvement from a legally authorized adult where required. We do not knowingly collect children’s personal information for independent marketing purposes. If a parent or guardian believes that a child has submitted personal information to our website without appropriate authorization, they may contact [email protected] and explain the concern. We will review the request and take appropriate action in accordance with applicable law.

Depending on your country or region, you may have certain rights concerning your personal information. These rights may include requesting access to information held about you, asking for inaccurate details to be corrected, requesting deletion of eligible records, objecting to certain processing activities, or withdrawing consent where processing relies on consent. The availability and scope of these rights depend on applicable legal requirements and the circumstances of the request. To protect customer information, we may need to verify your identity before providing access or making changes.

Some records cannot be deleted immediately when they must be retained for legal, tax, accounting, fraud prevention, or dispute resolution purposes. For example, certain transaction and invoice details may need to remain available for a legally required period, even if other personal information can be removed. Where retention is necessary, the information should be limited to the relevant purpose and handled in accordance with applicable requirements.

Our website may contain links to external websites or services that are operated by other organizations. If you follow one of these links, the external provider may collect information under its own privacy policy and terms. We do not control the independent privacy practices of third-party websites, so we recommend reviewing their policies before submitting information or creating an account with them. Visiting an external website may involve different cookies, data collection methods, and privacy choices from those used on jeliycat.shop.

We may update this Privacy Policy when our services, data handling practices, or legal obligations change. Any revised wording will be published on this page, and customers are encouraged to review it periodically to remain informed about how information is handled. If an update requires additional notice or consent under applicable law, we will take the steps required by those rules.

If you have questions about this policy, wish to enquire about your personal information, or need assistance with a privacy concern, please contact our team at [email protected]. You may also write to Westworks Building, 195 Wood Lane, London W12 7FQ, United Kingdom. When contacting us, explain your request clearly and provide only the information necessary for us to identify and review the matter. We are committed to treating privacy inquiries carefully and helping customers understand how their information is used throughout the shopping experience.