Privacy Policy

This Privacy Policy explains how MADREPERLA TRADING INTERNATIONAL LIMITED, trading as Madreperla Pets Milano (“Madreperla Pets”, “we”, “us” or “our”), collects, uses, stores and shares personal data when you visit madreperlapets.com (the “Site”), make a purchase, create an account, contact us or otherwise use our services.

This Policy applies in accordance with UK data protection law, including the UK GDPR and the Data Protection Act 2018, and with the European Union General Data Protection Regulation (“EU GDPR”) where applicable.

1. Data controller

The data controller is:

MADREPERLA TRADING INTERNATIONAL LIMITED

2. Personal data we collect

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

Identity and contact information

Your first and last name, email address, telephone number, billing and delivery addresses, country of residence and information associated with your customer account.

Order information

Products purchased or added to your cart, size, colour, requested customisations, order value and currency, discounts, shipping details, order status, returns, refunds and purchase-related communications.

If you choose to provide it, we may also process your pet’s name, size, measurements or other details needed to customise a product or identify the appropriate size.

Payment information

Payment method, transaction confirmation and status and, where available, limited information such as the card network and last digits of the payment card.

We do not directly store full card details. Payments are processed by Shopify and the payment providers selected by you, such as Shopify Payments/Stripe, PayPal, Shop Pay, Apple Pay, Google Pay and the relevant payment networks.

Communications

Messages sent through our contact form, email, WhatsApp, Shopify Inbox chat, customer support requests, return requests, reviews and other communications with us.

Marketing information

Newsletter subscriptions, marketing preferences, records of consent and withdrawal, interactions with promotional communications and requests for back-in-stock or preorder notifications.

Technical and usage information

IP address, cookie and device identifiers, browser, operating system, language, approximate location, currency, pages visited, searches, products viewed, cart activity, links selected, page clicks and scrolling, referring website, date and time of visits and technical errors.

Voluntarily submitted content

Reviews, photographs, videos or other content that you choose to submit or authorise us to publish.

We do not intentionally request special-category or sensitive personal data, such as health, biometric, political or religious information. Please do not send us this type of information.

3. How we collect personal data

We collect personal data:

  • directly from you when you place an order, create an account, submit a form or contact us;
  • automatically through cookies, pixels, server logs and similar technologies;
  • from Shopify and Shop services used to operate the store and customer accounts;
  • from payment, shipping, fraud-prevention, analytics and advertising providers;
  • from social platforms and third-party services when you interact with our profiles or use their features.

4. Purposes and lawful bases

We use personal data for the following purposes and legal grounds:

  • Contract and pre-contractual steps: to manage orders, payments, accounts, deliveries, customisations, customer support, returns and refunds.
  • Legal obligations: to comply with tax, accounting and consumer-protection requirements, respond to privacy requests and cooperate with competent authorities.
  • Legitimate interests: to protect the Site, prevent fraud, establish or defend legal claims, provide customer service, improve our services and conduct business analytics that do not require consent. We assess these interests against your rights and freedoms.
  • Consent: for optional cookies, advanced analytics, personalised advertising, promotional communications and publication of voluntarily submitted content where consent is required.
  • Other grounds permitted by law: for example, protection of vital interests where applicable.

Where information is necessary to enter into or perform a contract, failure to provide it may prevent us from accepting or completing an order.

5. Cookies and tracking technologies

The Site uses:

  • strictly necessary cookies for operation, security, carts, checkout and customer accounts;
  • functional cookies for settings such as language and currency;
  • analytics cookies to understand how the Site is used;
  • advertising cookies to measure campaigns and provide personalised content or advertising.

Tools used on the Site may include:

  • Shopify and Shopify Analytics;
  • Google Analytics and Google Tag;
  • Meta Pixel and related conversion-measurement tools;
  • Lucky Orange for heatmaps, interaction analytics and session recordings;
  • Shopify applications supporting chat, availability notifications, product options, currency conversion and delivery estimates.

6. Marketing communications

With your consent, or where otherwise permitted by law, we may send newsletters, offers, product updates and availability notifications.

You can withdraw your consent at any time by using the unsubscribe link in our emails or contacting us. Withdrawal does not affect the lawfulness of processing carried out before withdrawal.

After opting out of promotional communications, we may still send messages necessary to manage your orders, account or support requests.

7. How we share personal data

We may share personal data, only as necessary, with:

  • Shopify and providers of applications used by the store;
  • payment providers and financial networks;
  • couriers, logistics partners and delivery providers;
  • IT, hosting, security and support providers;
  • analytics and advertising providers, where permitted and consistent with your choices;
  • professional advisers, including accountants, lawyers and insurers;
  • public, judicial or regulatory authorities where required by law;
  • a purchaser or successor in connection with a merger, restructuring or sale of the business;
  • other parties where you have provided a specific instruction or consent.

We do not sell personal data for money. 

8. Shopify and personalised services

Our store is hosted by Shopify, which processes personal data to provide the Site, checkout, payments, customer accounts and other commerce services.

Shopify may also process certain information as an independent controller to provide its consumer services. Where Shopify’s enhanced features are enabled and permitted, Shopify may connect information from interactions with different merchants to provide personalised services, analytics, measurement and advertising.

9. International transfers

Some providers may process information in the United Kingdom, European Economic Area, Canada, United States or other countries.

Where required, we use legally recognised safeguards for international transfers, such as adequacy decisions, European Commission Standard Contractual Clauses, the UK International Data Transfer Agreement, the UK Addendum or other valid transfer mechanisms.

10. Data retention

We retain personal data only for as long as necessary for the purposes described above and to meet applicable legal requirements. In particular:

  • order, payment, invoice and accounting information is generally retained for at least six years, or longer where required by law or necessary for a dispute;
  • account information is retained while the account remains active and afterwards for as long as necessary to manage obligations or claims;
  • support communications are retained for as long as necessary to resolve the request and protect legal rights;
  • marketing information is retained until consent is withdrawn or an objection is made, except for a minimal suppression record needed to respect that choice;
  • availability-notification requests are retained until the notification is sent, consent is withdrawn or the request expires;
  • technical and analytics information is retained in accordance with the relevant tool settings and is then deleted or anonymised.

11. Security

We use reasonable technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration or disclosure. However, no transmission or storage system can guarantee absolute security.

12. Your rights

Depending on the law that applies, you may have the right to:

  • obtain confirmation of processing and access your personal data;
  • request correction of inaccurate or incomplete information;
  • request deletion of your data;
  • request restriction of processing;
  • receive certain information in a portable format;
  • withdraw consent at any time;
  • object to certain processing;
  • lodge a complaint with a supervisory authority.

To exercise a right, contact info@mpsandals.com. We may request reasonable information to verify your identity. We will respond within the time required by law. No fee is normally charged, except where a request is manifestly unfounded or excessive and the law permits a fee.

13. Automated processing and profiling

We may use automated tools to detect fraud, protect the Site, produce statistics and, subject to consent where required, personalise content and advertising.

In the ordinary operation of the store, we do not make decisions based solely on automated processing that produce legal or similarly significant effects on an individual. If this changes, we will provide the information and safeguards required by law, including the ability to request human intervention.

14. Children

The Site and our products are not intended for persons under 18 years of age. We do not knowingly collect personal data from children. If you believe that a child has provided personal data to us, please contact us to request its deletion.

15. Third-party services and links

The Site may contain links to or features from third parties, including WhatsApp, Facebook, Instagram, Shop and payment providers. Information processed directly by those organisations is governed by their respective privacy policies, which we encourage you to read.

16. Changes to this Privacy Policy

We may update this Policy to reflect changes to our services, technologies or legal obligations. The updated version will be published on the Site with a revised date. Where required, we will provide an additional notice of material changes.

17. Contact and complaints

For questions, requests or complaints relating to personal data:

MADREPERLA TRADING INTERNATIONAL LIMITED
Email: info@mpsandals.com
WhatsApp: +44 7342 220703