Privacy & Cookie Policy

Privacy Policy

1. About this policy

This Privacy Policy explains how Lost In Hound Limited collects, uses, stores, discloses and otherwise processes personal data when you visit our website, place an order, contact us, subscribe to marketing communications or otherwise interact with us.

It also explains your rights under the UK General Data Protection Regulation, known as UK GDPR, and the Data Protection Act 2018.

2. Who we are

Lost In Hound Limited is the controller of your personal data for the purposes of UK data protection law.

• Company name: Lost In Hound Limited
• Company registration number: 15584186
• Registered address: 283 Green Lanes, London, England, N13 4XS
• Website: https://www.lostinhound.co.uk
• Contact email: support@lostinhound.co.uk

We have not appointed a Data Protection Officer because we are not required to do so. If you have any questions about this Privacy Policy or how we handle your personal data, please contact us at support@lostinhound.co.uk.

Personal Data We Collect

3. Personal data we collect

Depending on how you interact with us, we may collect and use the following categories of personal data:

• Identity data: such as your name.
• Contact data: such as your email address, telephone number, billing address and delivery address.
• Order and transaction data: such as products ordered, payment status, delivery information, returns and refunds.
• Account and communication data: such as customer service enquiries, complaint details and messages you send to us.
• Marketing data: such as your preferences for receiving marketing and your interaction with marketing emails where permitted.
• Technical and usage data: such as IP address, device type, browser type, pages visited and website interactions collected through cookies and similar technologies.

4. How we collect your personal data

We collect personal data when you:

• place an order through our website;
• enter information at checkout or create an account, if account features are available;
• contact us by email, website form or social media;
• subscribe to marketing communications;
• take part in promotions, surveys or competitions if we run them; or
• browse our website, where cookies and similar technologies may collect technical and usage data.

Why We Use Your Data and Our Lawful Bases

5. Why we use your data and our lawful bases

UK data protection law requires us to identify and rely on a lawful basis for each processing activity involving personal data. The table below summarises the principal purposes for which we process personal data, the categories of data used and the lawful basis relied upon.

6. Marketing

We will only send marketing emails or messages where you have opted in, where you are an existing customer and the law allows us to contact you about similar products, or where we are otherwise permitted to do so under applicable law.

You can unsubscribe at any time by using the unsubscribe link in our emails or by contacting support@lostinhound.co.uk. Unsubscribing from marketing will not stop service messages about your orders.

Sharing Your Personal Data

7. Sharing your personal data

We do not sell your personal data. We may share personal data with trusted service providers and third parties where necessary for the purposes described in this Privacy Policy, including:

• Shopify and related e-commerce service providers that help us run our online store;
• payment processors that securely handle payment transactions;
• delivery, courier and fulfilment providers that help send orders to you;
• inventory, stock-control and order-management providers, including services connected with Zoho and inventory tools;
• apps and service providers that help us create bundles, promotions, product merchandising, urgency or stock messaging;
• messaging, email and customer communication providers that help us respond to enquiries and send service messages;
• marketing, analytics and advertising service providers, including Meta, Facebook, Instagram and LinkedIn, where such disclosure is necessary for the relevant processing activity and, where required by law, subject to your consent;
• professional advisers, accountants, insurers, IT support providers and website service providers; and
• courts, regulators, law enforcement agencies or other authorities where required by law or necessary to protect our legal rights.

Where third parties process personal data on our behalf, we require them to process that personal data only on our documented instructions, to implement appropriate security measures and otherwise to comply with applicable data protection law, except where they act as an independent controller in their own right.

8. International transfers

Some of our service providers may process personal data outside the United Kingdom. Where personal data is transferred internationally, we will take appropriate steps to ensure that it remains protected in accordance with UK data protection law, including, where relevant, by relying on adequacy regulations, the International Data Transfer Agreement, the UK Addendum or other approved transfer mechanisms and safeguards.

9. How long we keep your data

We retain personal data for no longer than is necessary for the purposes for which it was collected, including for the purposes of satisfying legal, regulatory, tax, accounting, reporting and dispute-resolution requirements and, where applicable, for the establishment, exercise or defence of legal claims.

In general, we retain order and transaction records for up to six years after the end of the relevant financial year to comply with tax and accounting obligations. We may keep some information for longer where necessary to establish, exercise or defend legal claims.

Your Rights

10. Your rights

Under UK data protection law, you have a number of rights in relation to your personal data. These rights are subject to certain exemptions and conditions and may not apply in all circumstances, but they include the right to:

• request access to the personal data we hold about you;
• request correction of inaccurate or incomplete personal data;
• request erasure of your personal data in certain circumstances;
• request restriction of processing in certain circumstances;
• object to processing based on legitimate interests or for direct marketing;
• request transfer of certain personal data to you or another organisation; and
• withdraw your consent at any time where we rely on consent.

To exercise your rights, please contact support@lostinhound.co.uk. We may need to ask you for information to confirm your identity before responding.

You also have the right to lodge a complaint with the Information Commissioner's Office, known as the ICO, if you consider that our processing of your personal data infringes applicable data protection law. We would, however, appreciate the opportunity to address your concerns before you contact the ICO.

11. Cookies and similar technologies

We use cookies and similar technologies to make our website work, remember preferences, understand how visitors use it, improve user experience and support store features such as promotions, bundles, stock messaging and customer communications where permitted.

Certain cookies and similar technologies are strictly necessary for the operation of our website. Other technologies, including analytics and marketing technologies, such as cookies or pixels associated with Meta, Facebook, Instagram and LinkedIn, will only be used where permitted under applicable law and, where required, after you have provided the relevant consent. Further information is set out in our Cookie Policy.

12. Security

We take appropriate technical and organisational measures to protect personal data against accidental loss, unauthorised access, misuse, alteration and disclosure. However, no method of transmission over the internet or electronic storage is completely secure and we cannot guarantee absolute security.

13. Children's privacy

Our website and products are intended for adults. We do not knowingly collect personal data from children. If you believe a child has provided personal data to us, please contact us and we will take appropriate steps to remove it where required.

14. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our data practices or the services we use. When we do, we will update the last updated date at the top of this policy.

15. Contact us

If you have any questions about this Privacy Policy or would like to exercise your data protection rights, please contact support@lostinhound.co.uk or write to Lost In Hound Limited, 283 Green Lanes, London, England, N13 4XS.

Cookie Policy

1. About this Cookie Policy

This Cookie Policy explains how Lost In Hound Limited uses cookies and similar technologies on our website. It should be read together with our Privacy Policy and, where relevant, our Terms of Service.

Cookies and similar technologies help our website work properly, remember your preferences, support shopping and checkout features, understand how visitors use our site, and where permitted support marketing and store features such as promotions, bundles, stock messaging and customer communications.

2. What are cookies and similar technologies?

A cookie is a small text file that is stored on your device when you visit a website. Similar technologies may include pixels, tags, scripts, software development kits, local storage and other technologies that store information on, or access information from, your device.

These technologies help websites recognise your device, remember certain information about your visit and understand how the site is being used. Some are essential for the website to function, while others are optional.

3. Types of cookies we use

We may use the following categories of cookies and similar technologies:

• Strictly necessary cookies: essential for the website to work, including page navigation, shopping basket functionality, checkout, security and fraud prevention.
• Preference or functional cookies: remember choices you make to improve your browsing experience.
• Analytics or performance cookies: help us understand how visitors interact with the website so that we can assess performance, analyse usage and improve functionality and user experience.
• Marketing and advertising cookies: may be used to deliver advertising that is more relevant to your interests, to measure the effectiveness of marketing activities and to limit the frequency with which advertisements are displayed. This may include cookies, pixels or similar technologies associated with Meta, Facebook, Instagram and LinkedIn, where permitted under applicable law.
• Store-feature cookies: support optional Shopify store features such as promotions, bundled offers, urgency or stock messaging, and customer communication tools.

Shopify, Third-Party Cookies and Managing Preferences

4. Shopify and third-party cookies

Our website is powered by Shopify, which may place cookies and similar technologies to enable storefront functions such as basket, checkout, account access, security and session information. Shopify may also provide tools that support consent management and store features.

We may also use third-party applications and service providers connected to our Shopify store, including providers of inventory and stock management, promotions and bundled offers, messaging, customer communications, payment processing, delivery, analytics and marketing services. These third parties may place, read or otherwise access cookies and similar technologies where this is necessary for the provision of their services. This may include marketing or advertising technologies associated with Meta, Facebook, Instagram and LinkedIn, where permitted under applicable law.

5. How we use cookies

We use cookies and similar technologies for the following purposes:

• to keep our website secure and functioning correctly;
• to remember items in your basket and help you complete checkout;
• to remember preferences and improve browsing experience;
• to understand how visitors use our site and improve performance;
• to support store features such as promotions, bundles, urgency messaging and customer communications; and
• where permitted, to support marketing and measure the effectiveness of campaigns.

6. Consent and managing preferences

We will obtain your consent before placing or using non-essential cookies and similar technologies on your device where such consent is required by applicable law. Strictly necessary cookies do not require consent where they are essential in order to provide an online service that you have expressly requested.

You can manage your cookie preferences through our cookie banner or any preference management tools we make available. You may also be able to control cookies through your browser settings. Please note that disabling certain cookies or similar technologies may affect the functionality, performance or availability of parts of our website.

7. Cookie duration

Some cookies last only for the duration of your browsing session and are deleted when you close your browser. Others remain on your device for a set period or until you delete them. The duration depends on the purpose of the cookie and the provider that sets it.

8. Changes to this Cookie Policy

We may update this Cookie Policy from time to time to reflect changes in the law, website technologies or services and apps we use. When we do, we will update the last updated date at the top of this policy.

Contact Us

9. Contact us

If you have any questions about this Privacy & Cookie Policy, how we use cookies and similar technologies, or if you would like to exercise your data protection rights, please contact us.

• Email: support@lostinhound.co.uk
• Registered office: Lost In Hound Limited, 283 Green Lanes, London, England, N13 4XS
• Company number: 15584186
• Registered in: England and Wales
• Website: https://www.lostinhound.co.uk

Please do not send product returns to our registered office. For returns, please contact us first at support@lostinhound.co.uk so we can confirm the correct process.