Privacy policy
Last updated: 9 July 2026
FROZN LTD (“FROZN”, “we”, “us”, “our”) operates this website.
We use this website to share information about FROZN, collect early access sign-ups, communicate with customers, and process orders once our products are available to buy.
We are currently pre-launch. Some parts of this Privacy Policy, including order processing, delivery, payment information and returns, will apply once FROZN products are available to purchase.
This Privacy Policy explains how we collect, use and share your personal information when you visit our website, sign up for early access, contact us, attend one of our events, or buy from us once products are live.
FROZN is powered by Shopify, which helps us operate our online store. We also use Klaviyo to manage email sign-ups and marketing emails.
For privacy questions, contact us at:
Our registered address is:
FROZN LTD
71-75 Shelton Street
Covent Garden
London
United Kingdom
WC2H 9JQ
1. Personal information we collect
Personal information means information that identifies you or can reasonably be linked to you.
Depending on how you interact with FROZN, we may collect the following information.
Information you give us directly
This may include:
- your name
- email address
- phone number, if you provide it
- delivery address, once orders are live
- billing address, once orders are live
- information you give us through forms, surveys, event feedback or pop-ups
- messages you send to us by email, website form, social media or direct message
- information you provide when signing up for early access, recipes, restock updates or launch updates
Website and device information
When you visit our website, we may collect:
- IP address
- device type
- browser type
- operating system
- pages viewed
- links clicked
- referral source
- approximate location
- cookie and analytics information
For more detail, please see our Cookie Policy.
Order information
Once products are available to buy, we may collect information needed to process and deliver your order, including:
- products ordered
- order value
- payment status
- delivery details
- order history
- customer service notes
- refund, return or complaint information, where relevant
We do not directly store your full payment card details. Payments are handled by secure payment providers such as Shopify Payments or other payment processors.
2. How we use your personal information
We use your personal information to:
- send early access updates
- send launch updates
- send product news, recipes, restock updates and offers
- respond to questions or enquiries
- manage event sign-ups and feedback
- understand interest in FROZN before launch
- improve our website, emails, products and customer experience
- process and deliver orders once products are live
- provide customer support
- manage delivery issues, complaints, refunds or returns
- comply with legal, tax, accounting and food safety obligations
- protect our website, business and customers from fraud, misuse or security issues
3. Marketing emails
If you sign up to FROZN emails, we may send you:
- early access updates
- launch information
- first batch access
- product news
- recipes and meal ideas
- restock updates
- offers or discounts
You can unsubscribe at any time by clicking the unsubscribe link in any email or by contacting us at:
ICO guidance says marketing emails generally need consent unless a limited customer “soft opt-in” applies, and people must have a clear way to unsubscribe.
4. Our lawful basis for using your information
We only use your personal information where we have a lawful basis to do so.
This may include:
Consent
For example, when you sign up to receive FROZN marketing emails or accept optional cookies.
You can withdraw consent at any time.
Contract
For example, when we need your information to process, fulfil and deliver an order once products are live.
Legal obligation
For example, where we need to keep records for tax, accounting, food safety, consumer law or legal reasons.
Legitimate interests
For example, to respond to enquiries, improve our website, prevent fraud, manage customer service, understand interest in FROZN, and run our business.
We will only rely on legitimate interests where we have considered your rights and interests.
5. Who we share your information with
We may share your personal information with trusted service providers who help us run FROZN, including:
- Shopify, which powers our online store
- Klaviyo, which manages email sign-ups and marketing emails
- payment processors, once orders are live
- fulfilment, warehouse and delivery partners, once orders are live
- analytics and advertising platforms, where cookies and consent settings allow
- IT, website and hosting providers
- customer support tools
- professional advisers such as accountants, lawyers or insurers
- regulators, authorities or law enforcement where required by law
We only share information where needed to run the business, provide services, comply with the law, or protect FROZN and our customers.
6. Shopify
Our website is powered by Shopify.
Shopify processes personal information to help us operate our online store, provide checkout, process orders, manage payments, improve store functionality, and support security and fraud prevention.
Information you submit through our website may be shared with Shopify and processed in countries outside the UK.
You can learn more about Shopify’s privacy practices through Shopify’s own privacy policy.
7. Klaviyo
We use Klaviyo to manage email sign-ups and send FROZN emails.
If you sign up to receive emails from us, your email address and related sign-up information may be processed by Klaviyo so we can send you launch updates, early access information, recipes, restocks, product news and offers.
You can unsubscribe at any time using the unsubscribe link in our emails.
8. Cookies and analytics
We use cookies and similar technologies to run our website, understand how people use it, improve the experience, and support marketing.
Some cookies are essential for the website to work. Others, such as analytics or advertising cookies, may require your consent.
ICO guidance says websites must tell people cookies are there, explain what they do and why, and get consent for non-essential cookies.
For more detail, please see our Cookie Policy.
9. How long we keep your information
We keep personal information only for as long as we need it.
As a guide:
- email marketing data is kept until you unsubscribe or ask us to delete it
- early access sign-up information is kept while we prepare for launch and manage launch communications
- enquiry and customer service messages may be kept for business records
- order records may be kept for tax, accounting, legal and food safety reasons once products are live
- event feedback may be kept to help us improve our products, launch and customer experience
- analytics data may be kept for a limited period to help us understand website performance
When we no longer need your information, we will delete it, anonymise it, or securely archive it where appropriate.
10. International transfers
Some of our service providers may process personal information outside the UK.
Where this happens, we rely on appropriate safeguards, such as recognised transfer mechanisms, contractual protections, adequacy decisions or other lawful transfer arrangements.
11. Keeping your information secure
We take reasonable steps to protect your personal information.
However, no website, email system or online service can be guaranteed to be completely secure. Please avoid sending sensitive or confidential information to us through insecure channels.
12. Your rights
Depending on the situation, you may have the right to:
- access the personal information we hold about you
- ask us to correct inaccurate information
- ask us to delete your information
- ask us to restrict how we use your information
- object to how we use your information
- withdraw consent, where we rely on consent
- ask for a copy of your information
- complain to the UK Information Commissioner’s Office
To exercise your rights, contact us at:
We may need to confirm your identity before responding to your request.
13. Complaints
If you are unhappy with how we use your personal information, please contact us first at:
You also have the right to complain to the UK Information Commissioner’s Office.
ICO website: ico.org.uk
14. Children
Our website and products are not intended for children.
We do not knowingly collect personal information from children. If you believe a child has provided personal information to us, please contact us at:
15. Third-party links
Our website may contain links to other websites or platforms, such as Instagram, TikTok, Shopify, Klaviyo or other third-party services.
We are not responsible for the privacy practices, security or content of third-party websites. You should read their privacy policies before providing information to them.
16. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our business, website, services, legal obligations or how we use personal information.
The latest version will always be available on our website.
17. Contact us
For privacy questions, requests or complaints, contact:
FROZN LTD
71-75 Shelton Street
Covent Garden
London
United Kingdom
WC2H 9JQ
Email: hello@frozn.co.uk
ICO registration reference: ZC156756
For the purpose of UK data protection law, FROZN LTD is the data controller of your personal information.