Privacy policy

Privacy Policy

Last updated: 1 September 2026

FROZN LTD (“FROZN”, “we”, “us”, “our”) operates frozn.co.uk.

FROZN LTD is registered in England and Wales under company number 16896246.

Registered address:

FROZN LTD
71–75 Shelton Street
Covent Garden
London
United Kingdom
WC2H 9JQ

Email: hello@frozn.co.uk

ICO registration reference: ZC156756

For the purposes of UK data protection law, FROZN LTD is the data controller of personal information we collect and use.

This Privacy Policy explains how we collect, use, store and share your personal information when you:

  • visit our website

  • sign up for Early Access or marketing communications

  • place a preorder or order

  • contact us

  • attend or interact with us at an event

  • participate in feedback, surveys or promotions

  • otherwise interact with FROZN

Our online store is powered by Shopify. We also use Klaviyo to manage email sign-ups and marketing communications.

 

 

1. Personal information we collect

Personal information means information that identifies you or can reasonably be linked to you.

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

Information you give us directly

This may include:

  • your name

  • email address

  • phone number, where provided

  • billing address

  • delivery address

  • delivery instructions

  • information submitted through website forms or pop-ups

  • Early Access or newsletter preferences

  • survey and event feedback

  • messages you send us by email, website form or social media

  • reviews, photographs or other content you choose to send us

  • information you provide when requesting customer support, a cancellation, refund or other assistance

Order and transaction information

When you place a preorder or order, we may collect and process information including:

  • products ordered

  • quantities ordered

  • order value

  • discounts or promotional codes used

  • payment status

  • billing details

  • delivery details

  • order and purchase history

  • fulfilment status

  • dispatch and delivery status

  • tracking information

  • cancellations

  • refunds

  • complaints

  • delivery issues

  • customer service records relating to your order

We do not directly store your full payment card details.

Payments are processed by payment providers available through our checkout, such as Shopify Payments or other payment services you choose to use.

Website and device information

When you use our website, we may collect information such as:

  • IP address

  • device type

  • browser type

  • operating system

  • pages viewed

  • links clicked

  • referral source

  • approximate location derived from technical information

  • session information

  • cookie identifiers

  • analytics information

  • interactions with our website and marketing

Some of this information is collected through cookies and similar technologies.

Please see our Cookie Policy for more information.

Information we receive from other organisations

We may also receive information relating to you or your order from service providers involved in providing our services.

For example, this may include:

  • payment status or fraud-prevention information from payment providers

  • fulfilment information from our warehouse or fulfilment partner

  • tracking and delivery information from courier partners

  • website and transaction information from Shopify

  • marketing engagement information from Klaviyo

  • advertising or analytics information where permitted by your cookie and privacy choices

We only use this information for appropriate purposes explained in this Privacy Policy.

 

 

2. How we use your personal information

We may use your personal information to:

  • operate our website and online store

  • process preorders and orders

  • take and verify payments

  • manage stock allocation relating to customer orders

  • fulfil and dispatch orders

  • arrange frozen delivery

  • provide tracking and delivery updates

  • communicate with you about your order

  • provide customer service

  • process eligible cancellations, refunds and replacements

  • investigate damaged, delayed, thawed, incorrect or missing orders

  • manage complaints

  • maintain order and business records

  • maintain food traceability records

  • investigate product-quality or food-safety concerns

  • identify customers affected by a particular product or batch where necessary

  • contact customers regarding a product withdrawal, recall, allergen issue or other important product-safety notice

  • send Early Access communications

  • send product launches, restocks, recipes, offers and other marketing where permitted

  • manage events, sampling and feedback

  • understand how customers use our website

  • understand demand for FROZN products

  • improve our website, products, communications and customer experience

  • measure advertising and marketing performance where consent permits

  • prevent fraud, misuse and security threats

  • comply with legal, regulatory, tax, accounting, consumer-protection and food-safety obligations

  • establish, exercise or defend legal claims where necessary

We do not sell your personal information to advertisers.

 

 

3. Marketing communications

If you sign up to receive FROZN marketing communications, we may send you information such as:

  • Early Access

  • product launches

  • first-batch or limited-batch access

  • product information

  • recipes and meal ideas

  • restock notifications

  • offers and discounts

  • FROZN news and updates

Where required, we rely on your consent to send electronic marketing.

In certain circumstances, UK electronic marketing rules also allow businesses to market their own similar products and services to existing customers under the soft opt-in, provided the applicable requirements are met.

The ICO currently requires the products-and-services soft opt-in to meet several conditions, including obtaining the contact details directly during a sale or negotiation for a sale, marketing similar products/services, providing an opt-out when the details are collected and providing an opt-out in every later communication.

You can unsubscribe from marketing at any time by:

  • clicking the unsubscribe link in our marketing emails; or

  • contacting hello@frozn.co.uk

Unsubscribing from marketing does not stop us sending necessary service communications relating to an order you have placed, such as order confirmations, delivery updates, product-safety information or responses to customer-service requests.

 

 

4. Our lawful bases for using your information

UK data protection law requires us to have a lawful basis for processing personal information.

Depending on what we are doing, we may rely on the following.

Contract

We use information where it is necessary to enter into or perform our contract with you.

For example, to:

  • process your order

  • take payment

  • allocate stock

  • arrange fulfilment

  • deliver your products

  • provide tracking

  • process a cancellation or refund

  • deal with problems relating to your order

Consent

We may rely on consent where you:

  • sign up for marketing communications where consent is required

  • accept optional analytics or advertising cookies

  • give us permission for another specific use of your information

You can withdraw your consent at any time.

Withdrawal does not affect processing that was lawful before you withdrew it.

Legal obligation

We may process or retain information where necessary to comply with legal obligations relating to matters including:

  • tax

  • accounting

  • consumer protection

  • food safety

  • food traceability

  • product withdrawals and recalls

  • regulatory requirements

  • legal requests from competent authorities

Legitimate interests

We may use information where it is necessary for our legitimate business interests and those interests are not overridden by your rights.

This may include:

  • responding to enquiries

  • providing customer service

  • improving FROZN products and services

  • understanding how our website performs

  • protecting our business and customers

  • preventing fraud or misuse

  • maintaining appropriate business records

  • investigating complaints

  • managing and improving fulfilment and delivery

  • protecting or defending legal rights

Where we rely on legitimate interests, we consider the impact of the processing on your privacy and rights.

 

 

5. Information needed to place an order

Certain information is necessary for us to enter into and fulfil a contract with you.

For example, we ordinarily need:

  • your name

  • contact information

  • delivery address

  • billing/payment information

  • details of what you are ordering

If you do not provide information that is necessary to process or deliver your order, we may be unable to accept or fulfil it.

Providing information for marketing purposes is optional and is not a condition of buying FROZN.

 

 

6. Who we share your information with

We may share personal information with trusted organisations that help us operate FROZN.

These may include:

  • Shopify, which powers our online store

  • Klaviyo, which supports email marketing and customer communications

  • payment providers

  • fraud-prevention and payment-security providers

  • frozen-storage and fulfilment partners

  • courier and delivery partners

  • analytics providers

  • advertising platforms, where your consent and settings permit

  • IT, website and hosting providers

  • accounting and bookkeeping providers

  • customer-support service providers

  • insurers

  • lawyers and other professional advisers

  • regulators, local authorities, food-safety authorities, courts, law enforcement or other competent authorities where required or permitted by law

We disclose information only where reasonably necessary for the relevant purpose.

For example, our fulfilment and delivery partners need certain information such as your name, delivery address and contact information in order to fulfil and deliver your order.

We do not give delivery partners your information so they can independently market their own products or services to you.

 

 

7. Shopify

Our website and online store are powered by Shopify.

Shopify may process personal information in order to provide services including:

  • website and store functionality

  • checkout

  • payment processing

  • order management

  • security

  • fraud prevention

  • technical infrastructure

Information you provide through our store may therefore be processed by Shopify.

Shopify may process information in countries outside the UK in accordance with its own privacy and data-transfer arrangements.

You can find further information in Shopify's own privacy documentation.

 

 

8. Klaviyo

We use Klaviyo to manage FROZN email lists and marketing communications.

Where relevant, Klaviyo may process information including:

  • your name

  • email address

  • marketing preferences

  • subscription status

  • email engagement

  • website activity where applicable

  • purchase and order information where our systems are integrated

We use this information to manage communications, understand engagement and send appropriate FROZN marketing where permitted.

You can unsubscribe from marketing communications at any time.

 

 

9. Fulfilment and delivery

To fulfil and deliver your order, we may share relevant information with our:

  • fulfilment partner

  • frozen-storage provider

  • courier or delivery partner

This may include information such as:

  • name

  • delivery address

  • phone number

  • email address

  • order number

  • products or parcel information

  • delivery instructions

  • tracking information

These providers may also return delivery, tracking or fulfilment information to us so we can manage your order and assist with delivery issues.

 

 

10. Food safety, traceability and recalls

As a food business, we may need to retain and use certain order and customer information for food-safety and traceability purposes.

For example, if an issue is identified with a particular FROZN product or production batch, we may use order records to:

  • identify potentially affected orders

  • trace affected products

  • investigate the issue

  • contact affected customers

  • provide product-safety instructions

  • manage a withdrawal or recall

  • report information to relevant authorities where required

Product-safety communications are not marketing communications.

If you unsubscribe from marketing, we may therefore still contact you where it is necessary in relation to a product you purchased and an important food-safety or recall matter.

 

 

11. Cookies, analytics and advertising

We use cookies and similar technologies to:

  • operate our website

  • remember relevant settings

  • maintain checkout and shopping functionality

  • understand website performance

  • understand how visitors use the site

  • measure marketing performance

  • support advertising, where permitted

Some technologies are necessary for our website to function.

Non-essential cookies, such as certain analytics or advertising cookies, are used subject to applicable consent requirements.

Your cookie choices can be managed through our cookie-consent tools where available.

Please see our Cookie Policy for further information.

 

 

12. Social media

If you interact with FROZN through platforms such as Instagram, TikTok or other social-media services, we may receive information you choose to make available to us through those services.

For example, this may include:

  • your social-media username

  • messages

  • comments

  • responses

  • photographs or other content you send us

The relevant social-media platform also processes information independently under its own privacy policy.

 

 

13. How long we keep your information

We keep personal information only for as long as reasonably necessary for the purposes for which it was collected, including legal, regulatory, tax, accounting, food-safety and dispute-resolution requirements.

Different types of information may therefore be retained for different periods.

As a general guide:

Order and financial records

Order and transaction records may be retained for up to six years after the relevant financial year, or longer where required, for tax, accounting, legal or regulatory purposes.

UK tax rules generally require companies to retain relevant accounting records for six years from the end of the last company financial year to which they relate, subject to certain exceptions.

Food safety and traceability records

Relevant order, batch, complaint and traceability information may be retained for as long as reasonably necessary to meet food-safety, traceability, regulatory and legal requirements.

Marketing information

Marketing information may be retained while you remain subscribed or while it remains relevant to our communications with you.

If you unsubscribe or object to direct marketing, we may retain a limited suppression record so that we remember your preference and do not accidentally market to you again.

Customer service and complaints

Customer-service, complaint, refund and delivery records may be retained for as long as reasonably necessary to:

  • resolve the issue

  • maintain an appropriate business record

  • identify recurring problems

  • protect our legal rights

  • meet regulatory requirements

Surveys and feedback

Feedback and survey information may be retained while it remains useful for understanding and improving FROZN, unless you request deletion where you have a right to do so.

Website and analytics information

Retention periods depend on the particular analytics, cookie or technology provider and the settings we use.

Where possible, data may be anonymised or aggregated so that it is no longer personal information.

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

 

 

14. International transfers

Some organisations that provide technology and other services to FROZN may process personal information outside the United Kingdom.

Where UK data protection law requires safeguards for an international transfer, we will rely on an appropriate lawful mechanism.

Depending on the circumstances, these safeguards may include:

  • UK adequacy regulations

  • approved contractual safeguards

  • the UK International Data Transfer Agreement

  • the UK Addendum to approved standard contractual clauses

  • another lawful transfer mechanism

Where applicable, our service providers may also maintain their own international data-transfer arrangements.

 

 

15. Security

We take appropriate organisational and technical measures to protect personal information against:

  • unauthorised access

  • loss

  • misuse

  • alteration

  • disclosure

  • destruction

We also use established service providers to operate important parts of our ecommerce, payment and fulfilment infrastructure.

However, no online system can be guaranteed to be completely secure.

Please avoid sending highly sensitive information to us through unsecured communication channels unless necessary.

 

 

16. Fraud prevention and automated tools

Shopify, payment providers and other service providers may use automated systems to help detect:

  • fraudulent transactions

  • suspicious activity

  • payment risk

  • security threats

Information such as order, payment, device and transaction information may be considered as part of those checks.

Where a third-party provider independently determines how it carries out its own fraud-prevention or security processing, its own privacy information may also apply.

If we introduce solely automated decision-making that has legal or similarly significant effects on customers in circumstances requiring additional information under UK data protection law, we will update this Privacy Policy accordingly.

 

 

17. Your data protection rights

Depending on the circumstances and applicable law, you may have the right to:

  • access personal information we hold about you

  • correct inaccurate or incomplete information

  • request deletion of your information

  • restrict certain processing

  • object to certain processing

  • object to direct marketing

  • withdraw consent where processing is based on consent

  • request certain information in a portable format

  • raise concerns about certain automated decision-making where applicable

  • complain to the Information Commissioner's Office

These rights are not absolute and may depend on why we process the information and whether we have a legal obligation to retain it.

For example, we may need to retain certain transaction, tax, food-safety or suppression-list information even after you ask us to delete other information.

To exercise your rights, contact:

hello@frozn.co.uk

We may ask for information necessary to verify your identity before fulfilling a request.

 

 

18. Withdrawing consent and objecting to marketing

Where we rely on your consent, you can withdraw it at any time.

If you no longer want FROZN marketing emails, use the unsubscribe link in any marketing email or contact:

hello@frozn.co.uk

If you object to direct marketing, we will stop using your personal information for that purpose.

We may retain the minimum information necessary on a suppression list to ensure we continue to respect your preference.

Withdrawing from marketing will not prevent us from sending necessary non-marketing communications relating to:

  • existing orders

  • refunds

  • deliveries

  • customer-service matters

  • product-safety notices

  • withdrawals or recalls

  • other legal or operational communications where appropriate

 

 

19. Children

Our website and online services are not directed at children.

We do not knowingly collect children's personal information for marketing purposes.

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

hello@frozn.co.uk

and we will review the situation.

 

 

20. Third-party links

Our website may contain links to websites, apps or services operated by third parties.

These may include:

  • social-media platforms

  • courier services

  • payment providers

  • other external websites

FROZN is not responsible for the privacy practices of independent third parties.

We recommend reviewing their privacy information before providing personal information directly to them.

 

 

21. Your right to complain

If you have a concern about how FROZN uses your personal information, we would like the opportunity to address it first.

Contact:

hello@frozn.co.uk

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

You can find information about making a complaint at the ICO website.

 

 

22. Changes to this Privacy Policy

We may update this Privacy Policy from time to time where:

  • our business changes

  • we introduce new services or technology

  • our service providers change

  • our use of personal information changes

  • legal or regulatory requirements change

The latest version will be published on our website with an updated Last updated date.

Where a change significantly affects how we use personal information, we will provide additional notice where appropriate.

 

 

23. Contact us

For privacy questions, requests or complaints, contact:

FROZN LTD
Company number: 16896246

71–75 Shelton Street
Covent Garden
London
United Kingdom
WC2H 9JQ

Email: hello@frozn.co.uk

ICO registration reference: ZC156756

For the purposes of UK data protection law, FROZN LTD is the data controller of your personal information.