Privacy Policy

Felt Pet Portraits (“Felt Pet Portraits,” “we,” “us,” or “our”) creates made-to-order felt artwork from customer-provided photographs and instructions. This Privacy Policy explains how we collect, use, disclose, retain, and protect personal information when you visit feltpetportraits.com, submit an inquiry, communicate with Emma, place or discuss an order, send reference materials, or otherwise use our services.

This policy applies to website visitors, prospective customers, customers, gift recipients, and people who contact us. It does not replace the privacy notices of third-party services, such as WhatsApp, payment providers, or shipping carriers.

1. Who Is Responsible for Your Information

Felt Pet Portraits is the controller of the personal information described in this policy unless another notice states otherwise. Emma operates the studio and handles commission communications.

You can contact us about privacy in either of these ways:

• WhatsApp: +86 183 9671 6150
• Online inquiry form

We do not currently publish a separate customer-service email address or public studio mailing address. If identity verification or a private shipping address is needed, we will provide instructions directly through an appropriate communication channel.

2. Information We Collect

The information we collect depends on how you interact with us.

Information you provide directly

We may collect:

• Your name, country or region, preferred reply method, WhatsApp number, email address entered in a form, and other contact details you choose to provide.
• Inquiry and commission details, including the product format, approximate size, number of pets, desired pose, accessories, important markings, requested date, budget, and memorial or gift context you choose to share.
• Photographs, videos, descriptions, stories, and identifying details about a pet. A photograph may also contain people, home interiors, location information, or image metadata. Please crop or remove information you do not want us to receive.
• Order and transaction information, including products, options, quote history, invoices, payment status, discounts, billing details, and refund or cancellation records.
• Delivery information, including recipient name, shipping address, telephone number, delivery instructions, customs information, and tracking details.
• Communication and support records, including messages, form submissions, feedback, complaints, revision requests, and documents you send to us.
• Pet-hair service information, if that option is approved for your commission, including the order reference, sender details, tracking number, receipt condition, storage notes, incorporation instructions, and your choice for any unused material.
• Consent records, including whether you have separately allowed us to display your pet photographs, story, review, name, social media handle, or finished portrait in our portfolio or marketing.

Please do not send government identification, financial account credentials, medical records, or other sensitive personal information unless we specifically request it for a lawful and necessary purpose.

Information collected automatically

When you use the website, our website platform and enabled service providers may automatically collect technical and usage information such as:

• IP address, device type, operating system, browser type, language, approximate location derived from IP, and time zone.
• Pages viewed, referring page, links clicked, session dates and times, cart activity, form interactions, and website errors.
• Cookie identifiers and similar technologies needed to operate the site, remember preferences, prevent fraud, measure performance, or provide analytics and advertising where enabled.

Strictly necessary cookies may be required for security, shopping-cart, checkout, and form functions. Where applicable law requires consent for non-essential cookies, we will request that consent through the website’s cookie controls.

Information from third parties

We may receive information from:

• Website, ecommerce, form, hosting, security, analytics, and cloud-storage providers.
• Payment providers, which may send us payment confirmation, billing name, transaction identifier, fraud indicators, and limited payment-method details. We do not need to receive or store your complete payment-card number.
• Shipping carriers, customs agents, and delivery partners, which may provide tracking, delivery, exception, duty, or claim information.
• WhatsApp or other communication services you choose to use. WhatsApp communications are also processed under WhatsApp’s and Meta’s own terms and privacy notices.
• Social networks or review platforms when you contact us there, tag us, submit a public review, or give permission for specific content to be used.

3. How We Use Personal Information

We may use personal information to:

• Respond to inquiries and assess whether a requested portrait is feasible.
• Review reference photographs and understand the pet’s appearance, expression, markings, and pose.
• Prepare quotes, confirm specifications, take payment, create the commissioned work, communicate about progress, manage any agreed preview or revision stage, and complete the order.
• Arrange inbound delivery of approved pet hair and outbound delivery of finished artwork.
• Provide order support, investigate damage or loss, process cancellations or refunds, and resolve disputes.
• Keep financial, tax, customs, transaction, consent, and customer-service records.
• Operate, secure, troubleshoot, analyze, and improve the website and our commission process.
• Detect and prevent fraud, misuse, security incidents, and unlawful activity.
• Comply with legal obligations, enforce our terms, and establish, exercise, or defend legal claims.
• Send marketing communications only where permitted by law and consistent with your choices.
• Display customer photographs, stories, reviews, or finished work only where we have a valid basis to do so, including separate permission where required.

4. Legal Bases for Processing

Where a law requires us to identify a legal basis, we rely on one or more of the following:

• Contract: processing needed to take steps at your request before an order, enter into an order, create the commissioned piece, take payment, and deliver it.
• Consent: for optional marketing, non-essential cookies where required, and identifiable portfolio or promotional use where consent is the appropriate basis. You may withdraw consent for future use at any time.
• Legitimate interests: responding to customers, improving our services, keeping appropriate business records, protecting the website, preventing fraud, and defending legal claims, provided those interests are not overridden by your rights.
• Legal obligation: processing needed for tax, accounting, customs, consumer-protection, sanctions, fraud-prevention, or other legal requirements.

If you do not provide information needed for a quote, payment, customization, or delivery, we may be unable to accept or complete the commission.

5. Pet Photographs, Stories, and Portfolio Permission

Reference photographs and pet stories are used to evaluate or create your commission. Buying a portrait or sending photographs does not automatically give Felt Pet Portraits permission to publish them.

If we want to show your reference photograph, name, story, review, social media handle, progress image, or finished artwork publicly, we will seek permission appropriate to that use. You may say no without affecting your order. If you later withdraw permission, we will stop new uses and take reasonable steps to remove content we control, subject to legal recordkeeping and the practical limits of material already printed, reposted, cached, archived, or shared by others.

You must have the right to provide the photographs and other content you send. If another person created a photograph or appears in it, please obtain any permission needed before submission.

6. Information Connected to Pet Hair

Pet hair itself will not usually identify a person, but its label, sender, order number, story, tracking record, and handling instructions may be personal information. We use those records to prevent mix-ups, confirm receipt, follow the agreed handling instructions, and complete the commission.

Do not send pet hair until Emma confirms that the material is suitable and provides private instructions. Public website use does not authorize shipment to any address. The handling and return or non-return of unused material will be agreed before you send it.

7. When We Share Information

We may disclose only the information reasonably needed to:

• Website, ecommerce, form, hosting, storage, security, analytics, and technical-service providers.
• Payment processors and fraud-prevention providers.
• Shipping carriers, customs brokers, postal services, insurers, and delivery partners.
• Professional advisers such as accountants, insurers, or legal advisers.
• Government agencies, regulators, courts, or other parties where required by law or reasonably necessary to protect rights, safety, and security.
• A successor or prospective buyer in connection with a genuine sale, restructuring, or transfer of the business, subject to appropriate confidentiality and legal safeguards.
• Other parties when you direct us or give valid consent.

We do not sell personal information for money. If we later use advertising technologies that applicable law defines as a “sale,” “sharing,” or targeted advertising, we will provide the disclosures and choices required by that law before using them.

8. International Processing and Transfers

Felt Pet Portraits may serve customers in more than one country. Information may therefore be processed in the country where Emma works and in countries where our website, payment, communication, cloud, or delivery providers operate.

Privacy laws may differ between countries. Where required, we will use an approved transfer mechanism or other appropriate safeguard. By choosing a third-party channel such as WhatsApp, you also acknowledge that the provider may process information internationally under its own privacy terms.

9. Retention

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including to complete an inquiry or order, provide support, maintain accounting and customs records, document consent, resolve disputes, and meet legal obligations.

Retention may vary by record type:

• Unsuccessful or inactive inquiry records are reviewed and deleted or anonymized when no longer reasonably needed.
• Order, invoice, payment, tax, shipping, refund, and dispute records may be kept for the period required by applicable financial and legal rules.
• Reference photographs and working files may be kept through the commission, support, and claim period, and longer where needed for an active dispute or where you have permitted portfolio use.
• Consent and objection records may be kept for as long as needed to demonstrate and honor your choice.
• Security logs and backups are retained on limited schedules appropriate to their purpose and may not be deleted immediately from backup systems.

You may ask whether we still hold your information and request deletion where applicable. We may retain information where the law permits or requires us to do so.

10. Security

We use reasonable administrative, technical, and physical measures appropriate to a small custom-art business. These may include access controls, unique order references, private delivery instructions, reputable service providers, and separation of customer-supplied material by order.

No transmission or storage system is completely secure. Do not send full card details, passwords, identification documents, or irreplaceable material through an unapproved channel. If you believe information relating to your order has been compromised, contact us promptly.

11. Your Privacy Rights

Depending on where you live, you may have rights to:

• Ask for access to personal information we hold about you.
• Correct inaccurate or incomplete information.
• Request deletion or restriction of processing.
• Object to certain processing, including direct marketing.
• Withdraw consent for future processing where consent is the legal basis.
• Receive certain information in a portable format.
• Ask for information about categories of data, sources, purposes, and recipients.
• Opt out of a legally defined sale, sharing, or targeted advertising if those activities apply.
• Appeal a decision or complain to the privacy or data-protection authority where you live.

To make a request, contact us through WhatsApp or the online inquiry form. Please state that your message is a privacy request. We may ask for information reasonably necessary to verify your identity and locate the relevant records. Authorized agents may be required to provide proof of authority. We will not discriminate against you for exercising a privacy right.

These rights are not absolute. We may decline or limit a request where an exemption applies, but we will explain the reason where required.

12. Marketing Choices

You can ask us to stop direct marketing at any time. A marketing opt-out does not prevent service messages needed for an inquiry, active order, delivery, safety issue, policy change affecting your order, or legal notice.

You can manage cookies through available website controls and your browser. Blocking some cookies may affect cart, checkout, language, or security features.

13. Children’s Privacy

Our services are intended for adults who can enter into a binding contract. We do not knowingly collect personal information from children under 13, or a higher minimum age where local law requires it. A parent or guardian who believes a child has submitted personal information may contact us to request review and deletion.

14. Third-Party Links and Services

Our website may link to shipping carriers, payment services, social networks, informational resources, or other third-party websites. We do not control their security or privacy practices. Review the third party’s privacy notice before providing information to it.

15. Changes to This Policy

We may update this policy when our practices, providers, website features, or legal obligations change. We will publish the revised version and update the date at the top. Where required, we will provide additional notice or request renewed consent.

16. Contact Us

For a privacy question or request:

• WhatsApp: +86 183 9671 6150
• Submit the online inquiry form

Please include enough information for us to understand the request, but do not send payment-card details, passwords, or unnecessary identification in your first message.