Privacy policy

Last updated: June 2026

Volucella.com operates this online store and related services ("Services") in order to provide customers with a quality pet supplies shopping experience. This Privacy Policy explains how we collect, use, share, and safeguard your personal information when you visit our website, make a purchase, or contact us. It should be read alongside our Terms of Service.

Please read this policy carefully. By using our Services, you acknowledge that you have read and understood it. If you have concerns about how your data is handled, please contact us at support@volucella.com.

1. Personal Information We Collect

"Personal information" means any data that identifies you or can reasonably be linked to you. Depending on how you use our Services, we may collect the following:

Identity and contact details — your name, email address, phone number, billing address, and delivery address.
Payment and transaction data — payment method details (processed securely by our payment providers), order history, and transaction records.
Account data — your login credentials and any account preferences or settings.
Communications — the content of any messages, enquiries, or feedback you send us.
Technical and usage data — your IP address, browser type, device identifiers, and information about how you browse and interact with our website.

2. How We Collect Your Information

Directly from you — when you create an account, place an order, subscribe to our mailing list, or contact us.
Automatically — through cookies and similar technologies as you navigate our website (see Section 6).
From third parties — including our platform provider (Shopify), payment processors, and analytics services who act on our behalf.

3. How We Use Your Information

We process your personal data for the following purposes, on the lawful bases indicated:

Order fulfilment (performance of contract) — processing payments, dispatching orders, handling returns, and providing customer support.
Account management (performance of contract) — maintaining your account and keeping records accurate.
Marketing communications (consent or legitimate interests) — where you have opted in, we may send promotional emails about products and offers. You can unsubscribe at any time.
Service improvement (legitimate interests) — analysing website usage to enhance functionality and the shopping experience.
Legal compliance — retaining records and responding to lawful requests from regulatory authorities.
Fraud prevention and security (legitimate interests) — detecting and addressing suspicious or fraudulent activity.

4. How We Share Your Information

We do not sell your personal data. We may share it with trusted third parties in the following circumstances:

Shopify — as our hosting and e-commerce platform, Shopify processes data in connection with our Services. See the Shopify Privacy Policy.
Service providers — including payment processors, delivery carriers, IT support, and analytics platforms that process data strictly on our behalf.
Regulatory and legal authorities — where required by law, court order, or regulation.
Business transfers — in the event of a merger, acquisition, or sale of assets, your information may be transferred to the successor entity.

5. Your Rights Under UK GDPR

As a UK-based data subject, you have the following rights in relation to your personal information:

Right of access — to request a copy of the data we hold about you.
Right to rectification — to request correction of inaccurate or incomplete information.
Right to erasure — to request deletion of your data where we have no lawful basis to continue processing it.
Right to restrict processing — to request that we limit how we use your data in certain circumstances.
Right to data portability — to receive your data in a structured, machine-readable format.
Right to object — to object to processing based on legitimate interests or for direct marketing.
Right to withdraw consent — where processing is based on your consent, to withdraw it at any time without affecting prior lawful processing.

To exercise any of these rights, please contact us at support@volucella.com. You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk if you believe your data has not been handled lawfully.

6. Cookies

Our website uses cookies and similar technologies to improve your browsing experience, measure traffic, and personalise content. You can manage your cookie preferences through your browser settings at any time. Please note that disabling certain cookies may affect website functionality.

7. Data Retention

We retain your personal information only for as long as necessary for the purposes for which it was collected, or as required by applicable law. Order and transaction records are typically held for a minimum of six years in line with UK tax and accounting obligations.

8. Third-Party Links

Our website may include links to external websites operated by third parties. We are not responsible for the privacy practices or content of those sites. We recommend reviewing the privacy policies of any third-party websites you visit.

9. Children's Privacy

Our Services are not intended for use by individuals under the age of 18. We do not knowingly collect personal information from minors. If you believe a child has provided us with their data, please contact us and we will remove it promptly.

10. Changes to This Policy

We may update this Privacy Policy periodically. Any changes will be published on this page with a revised "Last updated" date. We encourage you to review this policy from time to time to stay informed of how we protect your personal data.

11. Contact Us

For any questions or concerns about this Privacy Policy or how we handle your data, please contact us:

Email: support@volucella.com
Address: 5 Lowestoft Cl, Earley, Reading RG6 3UG, United Kingdom
Phone: +44 7775 398887