Privacy policy

Last updated: 5 November 2026

Lord and Lady International Pty. Ltd. (ABN 49 661 052 704), trading as Lord & Lady, respects your privacy. This policy explains what personal information we collect, why we collect it, and how we look after it, in line with the Australian Privacy Principles.

What we collect

Order and account details: your name, email, phone number, delivery and billing addresses, and your order history.
Payment details: these are handled by Shopify and its payment providers. We never see or store your full card number.
Pet profiles: details you choose to add about your pets, such as name, breed, birthday, weight, activity level, dietary needs and photos.
Subscriptions: your delivery schedule, the pets each subscription is for, and the version of the Subscription Agreement you accepted.
Reviews: reviews and photos you submit, through our reviews provider, Judge.me.
Website use: information collected by cookies and similar technologies, such as pages viewed and the device you use.
Messages: anything you send us by email or through our contact form.

How we use it

To process and deliver your orders and subscriptions, and to send reminders before subscription charges.
To personalise feeding guidance and product recommendations for your pets.
To provide customer service and handle refunds.
To send marketing emails, if you have opted in. You can unsubscribe at any time using the link in each email.
To improve our website and products, and to prevent fraud.

Who we share it with

We share information only with the service providers that help us run our business, and only as much as they need:

Shopify, which hosts our store and processes payments;
our delivery carriers;
Judge.me, for product reviews;
Amazon Web Services, which stores pet photos and sends our account emails from Australia (Sydney region).

Some of these providers, including Shopify, may store or process information outside Australia, such as in the United States or Canada. We don't sell your personal information.

Keeping it secure

We take reasonable steps to protect your information from misuse, loss and unauthorised access. Access is limited to the people and systems that need it. We keep information only as long as we need it for the purposes above or as the law requires.

Your choices

You can view and update your account and pet details in My Account, and remove pets you no longer want stored. You can ask us for a copy of the personal information we hold about you, ask us to correct it, or ask us to delete it, by emailing support@lordandlady.com. We will respond within 30 days.

Cookies

Our website uses cookies to keep your cart and sign-in working, and to understand how the site is used. You can manage cookies in your browser settings, but parts of the site may not work without them.

Complaints

If you have a concern about how we have handled your information, please contact us first at support@lordandlady.com. If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au.

Contact us

Lord and Lady International Pty. Ltd.
118 Learmonth St, Alfredton VIC 3350
support@lordandlady.com