Privacy policy

What we collect when you visit or buy from Royaltails, why we have it, who else sees it, and how to get it deleted.

Last updated: September 2026

Who is responsible for your data

Royaltails operates this store and decides how the data described here is used. For anything to do with your data, email support@shoproyaltails.com and put "Privacy" in the subject line.

What we collect

What you give us. Your name, email address, shipping address, phone number if you add one, and what you ordered. If you email us about a size or a problem, whatever you send us in that email, including photos of your dog.

What we never see. Your card number. Payments are handled by our payment processor and the full card details never reach us. We see the last four digits, the card type and whether the payment went through.

What gets collected automatically. Your IP address, rough location derived from it, browser and device, which pages you visited, what you clicked, what you added to the cart, and where you came from. Some of this is necessary to run a shop and some of it only happens if you agree to it.

Session recordings. One of our tools records anonymised playbacks of how people move through the site, including scrolling, clicks and mouse movement. It's how we find out that a page is confusing. It masks what you type into form fields, so your address and payment details are not part of a recording. This only runs if you accept analytics cookies.

Why we have it

Taking and shipping your order	Because we can't perform the contract without it.
Answering your emails and handling swaps, refunds and warranty claims	Same reason. It's part of what you bought.
Keeping accounts and invoices	Because tax law requires us to.
Spotting fraud and chargeback abuse	Because we have a legitimate interest in not being defrauded.
Analytics, session recordings and advertising	Only with your consent, which you give or withhold in the cookie banner and can change at any time.
Marketing emails	Only if you signed up. Every email has an unsubscribe link that works immediately.

Cookies and tracking

Some cookies are necessary: they keep your cart, remember your session and make checkout work. Those run without asking, because without them there is no shop.

Everything else waits for your answer to the cookie banner. That covers:

Analytics. Google Analytics and Microsoft Clarity, which tell us how many people visit, which pages work and where people give up.

Advertising. The Meta pixel, which tells us whether an ad led to a sale and lets us avoid showing you ads for something you already bought.

Our platform's own analytics. Aggregate numbers about traffic and sales, provided by the company that runs our store software.

You can change your mind whenever you like through the cookie settings on this site, and you can clear or block cookies in your browser. Declining analytics and advertising cookies does not affect your ability to order or your rights afterwards.

Who else sees your data

We don't sell your personal data. We share what's needed with the companies that make the shop work, and only what each of them needs:

Our ecommerce platform, which hosts the store and stores your order.

Our payment processor and the card networks, to take the payment and issue refunds.

Our production and fulfilment partner, which gets your name, address and which size to pack. Nothing else.

The carrier that brings it to your door.

Our email and analytics providers, and Meta for advertising, as described above.

Authorities, if the law requires it, or an accountant or adviser under a duty of confidence.

Where your data goes

Your order has to reach the people who pack and ship it, which means some of the companies above are outside the European Economic Area, in countries whose privacy laws are not considered equivalent to European ones. Where that happens we rely on the standard contractual clauses approved by the European Commission, or another transfer mechanism the law allows, and we send the minimum needed to get a coat to your door.

How long we keep it

Orders and invoices: seven years, because tax law says so.

Support emails, including photos of your dog: two years after the conversation ends, so we can still help if the same problem comes back.

Marketing list: until you unsubscribe, and then we keep a note that you unsubscribed so we don't email you again by accident.

Analytics and session recordings: as long as the tool that collected them keeps them, which is months rather than years.

Your rights

Wherever you live, you can ask us to:

Tell you what we hold about you, and give you a copy.

Correct anything that's wrong.

Delete it, unless we're legally required to keep it, which for invoices we are.

Stop using it for marketing, advertising or analytics.

Restrict what we do with it, or object to us relying on a legitimate interest.

Send your data to another company in a portable format.

Email us and we'll answer within 30 days. We won't charge you, and asking won't affect your service or your pricing in any way. We may need to check that it's really you before we hand over a copy of anything.

If you're in a US state with its own privacy law, those rights include the right to opt out of your data being sold or shared for cross-context behavioural advertising. Declining advertising cookies in our banner is that opt-out, and emailing us has the same effect.

Children

This store is not for children. We don't knowingly collect data from anyone under 16, and if you think a child has given us their details, email us and we'll delete it.

Keeping it safe

The site runs over an encrypted connection, payments are handled by a processor that specialises in it, and access to order data is limited to the people who need it. No system is perfect, and if a breach ever affects your data we'll tell you and the relevant authority as quickly as the law requires.

Changes and complaints

If we change this policy, the date at the top changes with it. For anything significant we'll say so on the site rather than leaving you to notice.

If you're unhappy with how we've handled your data, tell us first and we'll try to fix it. You also have the right to complain to the data protection authority where you live, and if you're in the European Union you can complain to the authority in the country where we are established.