Privacy policy
Last updated: 20 October 2026
This Privacy Policy explains how ELORIA (“we”, “us”) collects, uses and protects your personal information when you visit eloria.pet or buy from us. We are the data controller for this information under the EU General Data Protection Regulation (GDPR), and we also respect the privacy laws of the countries we ship to, including Australia, Canada and the United States.
1. Who we are
ELORIA, Rua Francisco Franco, 2745-109 Queluz, Portugal. VAT number: PT249060922. Email: support@eloria.pet. Full details are on our Contact Information page.
2. Information we collect
- Contact and order details: name, billing and shipping address, email, phone number, items purchased and order history.
- Payment information: payments are processed by Shopify and its payment partners. We never see or store your full card number.
- Communications: messages you send us, and reviews you choose to submit.
- Device and usage data: IP address, browser type, pages viewed and similar data collected through cookies and similar technologies.
3. How we use it, and our legal basis
| Purpose | Legal basis (GDPR) |
|---|---|
| Processing, shipping and supporting your order, returns and refunds | Performance of a contract |
| Keeping invoices and accounting records | Legal obligation |
| Preventing fraud and keeping our store secure | Legitimate interests |
| Improving our store and understanding how it is used | Legitimate interests or consent (for non-essential cookies) |
| Marketing emails and personalised advertising | Consent (you can withdraw it at any time) |
| Asking you to review your purchase | Legitimate interests (you can opt out at any time) |
4. Who we share it with
We share only what is needed with service providers who process data on our behalf:
- Shopify, which hosts our store and runs checkout and payments.
- Fulfilment partners (including Zendrop) and their warehouses and suppliers, which receive your name, shipping address and phone number to send your order.
- Shipping carriers, which deliver your parcel.
- Judge.me, which manages product reviews and review-request emails.
- Advertising and analytics partners, only where you have allowed it through your cookie choices.
- Authorities, when the law requires it.
We do not sell your personal information for money. Some advertising cookies may count as “selling” or “sharing” under certain US state laws; you can opt out on our Your Privacy Choices page, and we honour the Global Privacy Control signal.
5. International transfers
Because our partners operate worldwide, your information may be processed outside the European Economic Area, including in the United States, Canada, Australia and China. Where required, we rely on safeguards such as the European Commission's adequacy decisions and Standard Contractual Clauses.
6. How long we keep it
- Order and invoice records: 10 years, as required by Portuguese tax law.
- Customer support messages: up to 3 years after your last contact.
- Marketing data: until you unsubscribe or withdraw consent.
- Customer account data: until you ask us to delete your account.
7. Your rights
Depending on where you live, you can ask us to access, correct, delete or transfer your personal information, restrict or object to how we use it, and withdraw consent at any time. To exercise these rights, email support@eloria.pet. We reply within one month (or the period required by your local law) and will not treat you differently for exercising your rights.
You can also complain to a data protection authority: in Portugal, the Comissão Nacional de Proteção de Dados (www.cnpd.pt); in Australia, the OAIC; in Canada, the Office of the Privacy Commissioner; or the authority where you live.
8. Cookies
We use essential cookies to run the store (for example, your cart and checkout). Analytics and advertising cookies are used only in line with the choices you make in our cookie banner. You can change these choices at any time, or block cookies in your browser settings.
9. Children
Our store is not directed at children under 16, and we do not knowingly collect their personal information. If you believe a child has given us personal information, contact us and we will delete it.
10. Security
We use reasonable technical and organisational measures to protect your information. No online service is completely secure, so please keep your account credentials safe.
11. Changes to this policy
We may update this policy from time to time. The date at the top shows when it was last changed.
12. Contact
Questions about your privacy? Email support@eloria.pet.