Privacy policy

Last updated: August 31, 2026

This Privacy Policy explains how FELLOWTAIL collects, uses, shares and protects personal information when you visit fellowtail.shop, place an order, contact us or otherwise interact with our online store.

We aim to handle personal information fairly, transparently and only for appropriate business purposes.

1. Who We Are

FELLOWTAIL operates the online store at fellowtail.shop.

FELLOWTAIL
5 The Village
Charlton Road
London
SE7 8UG
United Kingdom

Email: support@fellowtail.shop

2. Personal Information We May Collect

The personal information we collect depends on how you interact with our store. It may include:

Your name;
Billing and delivery addresses;
Email address and telephone number where provided;
Order and transaction information;
Products purchased or returned;
Delivery and tracking information;
Communications you send to customer support;
Information supplied when reporting a damaged, incorrect or potentially unsafe product, such as an order number, product details, batch or lot information, best-before details and photographs where relevant;
Technical information associated with your use of our website, such as device, browser, IP address and website interaction information where collected; and
Cookie, analytics and advertising information where applicable and permitted by your choices and applicable law.

3. Information You Provide When Placing an Order

When you place an order, we use the information you provide to process the transaction, arrange fulfilment and delivery, provide order communications, manage returns or refunds and provide customer support.

Please provide accurate information so that we can process and deliver your order correctly.

4. Payment Information

Payments are processed through Shopify and the payment provider selected at checkout.

FELLOWTAIL does not receive your full payment-card details when those details are processed by the relevant payment provider.

Payment providers may process information for purposes such as payment authorisation, authentication, fraud prevention, transaction processing and refunds in accordance with their own legal obligations and privacy practices.

5. How We Use Personal Information

We may use personal information where appropriate to:

Process and fulfil orders;
Take and verify payments;
Arrange delivery and provide tracking information;
Send transactional communications about an order;
Handle cancellations, returns, exchanges and refunds;
Respond to questions and customer-support requests;
Investigate damaged, incorrect, spoiled or potentially unsafe products;
Manage product-safety, withdrawal or recall matters where necessary;
Prevent and investigate fraud, misuse and security incidents;
Maintain and improve the operation and security of our store;
Comply with applicable legal, regulatory, accounting and record-keeping obligations;
Understand website use through permitted analytics technologies; and
Measure or support advertising where the required permissions or other lawful basis apply.

6. Our Reasons for Processing Personal Information

Depending on the circumstances, we process personal information because it is necessary to perform a contract with you or take steps at your request before entering into a contract, to comply with a legal obligation, for a legitimate business interest where that interest is not overridden by your rights, or because you have provided valid consent.

Where processing relies on consent, you may withdraw that consent for future processing. Withdrawal does not make processing carried out before withdrawal unlawful.

7. Order and Transactional Communications

We may send communications that are necessary or appropriate to service your purchase, such as order confirmations, dispatch information, delivery updates, responses to support requests and information concerning returns, refunds or product-safety matters.

These service communications are different from promotional marketing messages.

8. Marketing Communications

FELLOWTAIL does not currently operate a customer email newsletter at launch.

If we introduce optional email marketing in the future, we will update our practices and relevant notices as necessary and provide the choices required by applicable law.

9. Cookies, Analytics and Advertising Technologies

Our website may use cookies, pixels and similar storage or access technologies. Some are necessary for functions such as security, checkout and maintaining website functionality.

We also use services that may support analytics and advertising, including Google Analytics, Google Ads, the Google & YouTube sales channel and Meta Pixel.

Where consent is required for non-essential technologies, those technologies should only be used in accordance with the choices you make through our consent mechanism.

You can find further information about these technologies and available controls in our Cookie Policy.

10. Shopify

Our store is hosted on Shopify. Shopify provides the ecommerce infrastructure that enables us to operate our online store and may process personal information in connection with the provision, security and operation of its services.

11. Order Tracking

FELLOWTAIL uses Track123 to provide order-tracking functionality. Information relating to an order and shipment may be processed as necessary to provide tracking services.

Customers can access the tracking service through Track Your Order.

12. Customer Support and Chat

We use Shopify Inbox as part of our customer-support setup. Information that you provide through chat or other support communications may be processed so that we can respond to your enquiry and maintain appropriate records of the interaction.

Automated chat functionality may be available outside our human support hours. Automated functionality should not be understood as confirmation that a human support agent is available at that time.

13. Delivery Providers

We may share information required to fulfil and deliver an order with delivery and logistics providers. Our standard delivery service currently uses Royal Mail Tracked 48.

This may include information such as your name, delivery address and other details reasonably required to deliver and track the parcel.

14. Other Service Providers

We may use service providers to help operate our store, process payments, provide technical infrastructure, prevent fraud, fulfil and track orders, provide customer support, analyse website performance or support advertising activities.

Depending on the service and your privacy choices, relevant providers may include Shopify and services provided by Google, Meta and Track123.

We aim to share only information reasonably required for the relevant purpose and subject to applicable data-protection requirements.

15. Legal and Safety Disclosures

We may disclose personal information where reasonably necessary to comply with applicable law, respond to a lawful request, establish or defend legal rights, investigate fraud or security concerns, or address a genuine product-safety, withdrawal or recall matter.

16. International Data Processing

Some of the technology and service providers used to operate our online store may process personal information outside the United Kingdom.

Where personal information is transferred internationally, applicable data-protection requirements concerning international transfers should be followed by the relevant parties, including the use of appropriate safeguards where required.

17. How Long We Keep Personal Information

We do not keep every category of personal information for the same length of time.

We retain information for as long as reasonably necessary for the purpose for which it was collected and, where applicable, to fulfil orders, provide support, maintain appropriate transaction and product records, resolve disputes, prevent fraud, address product-safety matters and comply with legal, tax, accounting or regulatory obligations.

Retention periods may therefore vary according to the type of information and the reason it is held.

18. Security

We take reasonable organisational and technical measures intended to protect personal information against unauthorised access, loss, misuse or disclosure.

However, no internet transmission, electronic storage system or security measure can be guaranteed to be completely secure.

19. Your Data Protection Rights

Depending on the circumstances and applicable UK data-protection law, you may have rights concerning your personal information, including rights to request access, correction or erasure, to restrict or object to certain processing, and to request portability of certain information.

Where we rely on consent, you may also have the right to withdraw it. Some rights are subject to legal conditions and exceptions.

To make a privacy request, email support@fellowtail.shop. We may need to take reasonable steps to verify your identity before responding to a request.

20. Complaints About Personal Information

If you have a concern about how we handle your personal information, please contact us first so that we can investigate it.

You may also have the right to raise a complaint with the UK Information Commissioner's Office (ICO).

21. Children's Privacy

Our online store is intended for customers who are able to enter into a purchase contract. We do not knowingly seek to collect personal information from children for the purpose of allowing them to purchase products independently.

If you believe that a child has provided personal information to us inappropriately, please contact us so that we can assess the matter.

22. Customer Accounts

Customer account functionality is not currently offered on FELLOWTAIL. Customers can place orders using the checkout options made available on the website.