Last updated: 3 September 2026

1. About This Privacy Policy

At Plush Place, we take your privacy seriously and are committed to protecting your personal information.

This Privacy Policy explains how we collect, use, store and share your personal information when you visit our website, place an order, contact us, sign up to receive marketing communications or otherwise interact with Plush Place.

For data protection purposes, the data controller is:

Heidi Pittman trading as Plush Place
Thelthoma
Long Road West
Colchester
Essex
CO7 6EL
United Kingdom

Email: help@plushplace.co.uk

Throughout this Privacy Policy, references to “Plush Place”, “we”, “us” and “our” mean Heidi Pittman trading as Plush Place.

2. Personal Information We Collect

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

Identity and Contact Information

This may include your:

• name;
• billing address;
• delivery address;
• email address; and
• telephone number.

Order and Transaction Information

When you place or attempt to place an order, we may collect information including:

• products ordered;
• order value;
• payment status;
• delivery information;
• returns and refunds;
• discounts or promotional codes used; and
• previous purchases from Plush Place.

Payment card information is normally processed securely by our payment providers. We do not normally receive or store your complete payment card details.

Communications

We may retain information you provide when you:

• contact our Customer Experience Team;
• ask us a question;
• make a complaint;
• request a return or refund;
• leave feedback or a review; or
• otherwise communicate with us.

Marketing Information

If you subscribe to receive marketing communications, we may collect your:

• name;
• email address;
• marketing preferences; and
• information about how you interact with our marketing communications.

Website and Technical Information

When you visit our website, certain technical information may be collected automatically. This can include:

• IP address;
• browser and device type;
• operating system;
• pages or products viewed;
• approximate location derived from your IP address;
• referring website or search;
• dates and times of visits;
• interactions with our website; and
• cookie and similar technology information.

We do not intentionally collect special category personal information, such as information concerning your health, religion, ethnicity or political opinions, as part of our normal retail activities.

3. How We Collect Your Personal Information

We collect personal information in a number of ways.

Most information is provided directly by you, for example when you place an order, create an account, contact us, request a return or subscribe to marketing.

Some information is collected automatically when you use our website through cookies and similar technologies.

We may also receive limited information from third parties involved in providing our services, such as payment providers, delivery companies and technology providers.

If someone purchases an item or gift for delivery to you, we may receive your name and delivery address from the person placing the order.

4. How We Use Your Personal Information

We only use personal information where we have a lawful reason to do so.

To Process and Fulfil Your Order

We use your personal information to:

• process your order;
• take or confirm payment;
• send order confirmations;
• arrange delivery;
• provide delivery updates;
• deal with returns, exchanges and refunds; and
• communicate with you about your purchase.

Our lawful basis for this processing is normally that it is necessary to perform our contract with you or to take steps at your request before entering into a contract.

If you do not provide the information required to process an order, such as your name, delivery address and appropriate payment information, we may be unable to fulfil your order.

To Meet Our Legal and Financial Obligations

We may process and retain information where necessary to comply with our legal obligations, including:

• tax and VAT requirements;
• accounting and financial record keeping;
• fraud prevention;
• responding to lawful requests from public authorities; and
• complying with consumer protection and other applicable laws.

Our lawful basis is compliance with a legal obligation.

Customer Service

We use your information to respond to enquiries, complaints, returns and other customer service matters.

Depending on the circumstances, our lawful basis may be performance of our contract with you or our legitimate interests in providing good customer service and managing our business effectively.

Fraud Prevention and Website Security

We may use information to identify, investigate and prevent fraudulent or unauthorised transactions and to help protect our website, customers and business.

Our lawful basis is our legitimate interest in preventing fraud and maintaining the security of our business and website.

Improving Plush Place

We may use appropriate information to understand how customers use our website, improve our products and services, understand sales trends and improve the customer experience.

Where this involves personal information, our lawful basis may be our legitimate interests in operating and improving Plush Place.

Where analytics or similar technologies require consent, we will rely on your consent.

5. Marketing Communications

We may occasionally send you information about Plush Place products, new arrivals, offers, promotions and other news that we think may be of interest to you.

We will only send electronic marketing communications where we are permitted to do so.

This may be because:

• you have specifically consented to receive them; or
• you have previously purchased from us and applicable law allows us to contact you about similar Plush Place products or services, provided that you were given an opportunity to opt out.

You can stop receiving marketing communications at any time by using the unsubscribe option contained in our marketing emails or by contacting us at help@plushplace.co.uk.

You will not be charged for withdrawing your consent or opting out.

Stopping marketing communications will not prevent us from sending you essential service messages relating to an order you have placed.

You have the right to object to the use of your personal information for direct marketing at any time.

We do not sell or rent your personal information to third parties for their own marketing purposes.

6. Cookies and Similar Technologies

Our website uses cookies and similar technologies.

Cookies are small files stored on your device that help websites operate and can provide information about how a website is being used.

Some cookies are strictly necessary for our website to operate, for example to enable a shopping basket, checkout process, security features or other services you have requested.

Other cookies may be used for purposes such as:

• website analytics;
• remembering preferences;
• measuring website performance;
• understanding how visitors use our website; and
• advertising or marketing.

Where consent is legally required, non-essential cookies will only be used after you have given your consent.

You can choose whether to accept non-essential cookies when visiting our website and can withdraw your consent at any time through the cookie controls made available on our website.

Please note that disabling certain cookies may affect some website functionality.

7. Who We Share Your Personal Information With

We sometimes need to share personal information with trusted organisations that help us operate Plush Place and fulfil customer orders.

These may include:

• website and e-commerce hosting providers;
• payment processing providers;
• Royal Mail, couriers and other delivery providers;
• accounting, bookkeeping and financial software providers;
• email marketing and communications providers;
• website analytics and advertising providers where appropriate consent has been obtained;
• IT, website and technical support providers;
• professional advisers such as accountants, insurers or legal advisers; and
• government bodies, regulators, law enforcement agencies or courts where disclosure is required by law.

We only provide third parties with information that is reasonably necessary for them to perform the relevant service.

Where another organisation processes personal information on our behalf, we require it to handle that information appropriately and securely.

We may also disclose information if this is reasonably necessary in connection with the sale, restructuring or transfer of all or part of our business, subject to applicable data protection law.

We do not sell your personal information.

8. International Transfers

Some of the service providers and technology companies we use may process or store personal information outside the United Kingdom.

Where personal information is transferred outside the UK, we take appropriate steps to ensure that the information continues to receive an appropriate level of protection.

Depending on the destination and provider, this may include relying on:

• UK adequacy regulations;
• contractual safeguards approved under UK data protection law; or
• another lawful mechanism for transferring personal information internationally.

You may contact us if you would like further information about the safeguards applying to your personal information.

9. How Long We Keep Your Information

We do not keep personal information for longer than reasonably necessary.

The length of time we retain information depends on why it was collected and whether we are required to retain it for legal, tax, accounting or regulatory reasons.

As Plush Place is VAT registered, certain transaction, invoice and accounting information may need to be retained for at least six years to meet our legal and tax obligations.

Other information will normally be retained according to how long it is reasonably required for the purpose for which it was collected.

For example:

• customer service correspondence may be retained for a reasonable period after an enquiry or complaint has been resolved;
• marketing information may be retained while you remain subscribed;
• if you unsubscribe from marketing, we may retain limited information on a suppression list so that we know not to contact you again; and
• technical and analytics information may be retained according to our cookie settings and the retention periods of the relevant services.

We may retain information for longer where this is reasonably necessary to establish, exercise or defend a legal claim or where required by law.

When information is no longer required, we will delete or anonymise it as appropriate.

10. Keeping Your Information Secure

We take reasonable technical and organisational precautions designed to protect personal information against loss, misuse, unauthorised access, alteration or disclosure.

Where we use third-party service providers to process information on our behalf, we expect them to maintain appropriate security measures.

Although we take reasonable precautions, no method of transmitting or storing information electronically can be guaranteed to be completely secure.

11. Automated Decision-Making

We may use automated tools provided by our payment, e-commerce or fraud-prevention providers to identify potentially fraudulent transactions or security risks.

We do not normally make decisions about you based solely on automated processing that have legal or similarly significant effects.

If this changes, we will provide appropriate information about that processing and your applicable rights.

12. Your Data Protection Rights

Depending on the circumstances, UK data protection law gives you a number of rights concerning your personal information.

These may include the right to:

• access the personal information we hold about you;
• correct inaccurate or incomplete information;
• request deletion of your personal information in certain circumstances;
• restrict processing of your information in certain circumstances;
• object to certain uses of your information;
• request data portability in certain circumstances;
• withdraw consent at any time where our processing is based on consent; and
• object to direct marketing at any time.

These rights are not absolute and may depend on the circumstances and the lawful basis on which we are processing your information.

If you would like to exercise any of these rights, please contact:

help@plushplace.co.uk

We may need to ask you for information to confirm your identity before responding to a request.

There is normally no charge for exercising your data protection rights.

13. Complaints

If you have any concerns about how Plush Place handles your personal information, please contact us first so that we have an opportunity to investigate and resolve the matter.

You also have the right to complain to the UK's data protection regulator, the Information Commissioner's Office (ICO).

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113

Making a complaint to us first does not affect your right to contact the ICO.

14. Third-Party Websites

Our website may contain links to third-party websites.

Plush Place is not responsible for the privacy practices, security or content of websites operated by third parties.

We recommend reviewing the privacy information provided by any third-party website before providing personal information to it.

15. Children's Personal Information

Our website and products are not specifically directed at children.

We do not knowingly seek to collect personal information from children who are unable to provide valid consent under applicable data protection law.

If you believe that a child has provided personal information to us inappropriately, please contact us.

16. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business practices, website, services or applicable law.

The latest version will always be published on our website and the date at the top of this policy will show when it was last updated.

Where a change significantly affects how we use personal information, we will take reasonable steps to bring the change to the attention of affected individuals where required.

17. Contact Us

If you have any questions about this Privacy Policy, how we use your personal information or your data protection rights, please contact us:

Heidi Pittman trading as Plush Place

Email: help@plushplace.co.uk

Post:

Plush Place
Thelthoma
Long Road West
Colchester
Essex
CO7 6EL
United Kingdom