Privacy policy

Privacy Policy

Heritagefrost

Last updated: 2 September 2026

At Heritagefrost, we respect your privacy and are committed to protecting your personal information. This Privacy Policy explains how we collect, use, store and share personal information when you visit our website, purchase our products, contact us, or otherwise interact with us.

We are committed to handling your personal information in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, the Privacy and Electronic Communications Regulations 2003 (PECR), and other applicable UK data protection and privacy laws.

1. Who We Are

For the purposes of applicable UK data protection law, the data controller responsible for your personal information is:

Collingwood Corporation Ltd, trading as Heritagefrost

Company number: 17318054

Registered address:
128 City Road
London
EC1V 2NX
United Kingdom

If you have any questions about this Privacy Policy or how we handle your personal information, please contact us using the privacy contact details provided on our website.

2. Information We Collect

Depending on how you interact with Heritagefrost, we may collect the following types of personal information:

Information you provide directly

This may include:

  • Your name
  • Billing and delivery address
  • Email address
  • Telephone or mobile telephone number
  • Information you provide when contacting customer service
  • Information provided when you create an account
  • Information relating to your orders and purchases
  • Marketing preferences and communication preferences
  • Information you provide when entering competitions, promotions or surveys
  • Any other information you voluntarily provide to us

Information collected automatically

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

  • IP address
  • Browser and device information
  • Operating system
  • Pages viewed and interactions with our website
  • Referring websites
  • Website usage information
  • Cookie and similar technology information

Please see our Cookie Policy for further information about cookies and similar technologies.

3. How We Use Your Personal Information

We may use your personal information for the following purposes:

  • To process and fulfil your orders
  • To process payments
  • To arrange delivery of products
  • To provide customer service and respond to enquiries
  • To manage your customer account
  • To communicate with you about your orders and services
  • To provide important service-related information
  • To send marketing communications where we have a lawful basis to do so
  • To send SMS/text messages where you have specifically consented to receive them
  • To personalise and improve your experience on our website
  • To analyse website usage and improve our products and services
  • To prevent fraud, abuse and other unlawful activity
  • To maintain the security of our website and systems
  • To comply with legal and regulatory obligations
  • To establish, exercise or defend legal claims
  • To protect our rights, property and customers

4. Lawful Bases for Processing

We will only process your personal information where we have a lawful basis under applicable data protection law.

Depending on the circumstances, these may include:

Contract

We may process information where it is necessary to enter into or perform a contract with you, such as processing and delivering an order you have placed.

Legal obligation

We may process personal information where necessary to comply with a legal or regulatory obligation, including accounting, tax and record-keeping requirements.

Legitimate interests

We may process personal information where it is necessary for our legitimate interests, provided those interests are not overridden by your rights and freedoms.

Examples may include website security, fraud prevention, service improvement, business administration and certain forms of direct marketing where permitted by applicable law.

Consent

Where required, we will ask for your consent before processing your personal information for a particular purpose.

This may include consent to receive marketing communications by email or SMS/text message.

Where we rely on consent, you have the right to withdraw that consent at any time.

5. Email Marketing

If you choose to subscribe to our email marketing, we may use your email address to send you information about Heritagefrost, including products, offers, promotions, news and other marketing communications.

Email marketing consent is optional and is not a condition of purchasing from Heritagefrost.

You can unsubscribe from marketing emails at any time by using the unsubscribe link included in our marketing emails or by contacting us.

Where applicable, we retain records of when and how you provided your marketing consent so that we can demonstrate compliance with our legal obligations.

6. SMS / Text Message Marketing

If you specifically opt in to receive SMS/text messages from Heritagefrost, we may use your mobile telephone number to send you recurring text messages.

Depending on your subscription and our communications with you, these messages may include:

  • Promotional offers and discounts
  • Product announcements and information
  • Special offers
  • Cart or checkout reminders
  • Customer service communications
  • Order-related updates
  • Account or service notifications
  • Other messages relating to Heritagefrost and your interactions with us

SMS marketing is optional. Your consent to receive marketing text messages is not a condition of purchasing any product or service from Heritagefrost.

SMS consent

We will only send SMS marketing to individuals where we have a lawful basis to do so and, where required, have obtained valid consent in accordance with applicable law.

SMS consent is collected separately from consent for other marketing channels, such as email.

When you subscribe to our SMS service, we may record information associated with your consent, including:

  • Your mobile telephone number
  • The date and time of consent
  • The method or form through which consent was obtained
  • The relevant consent wording or subscription source
  • Your SMS subscription and opt-out status

We retain this information to administer our SMS programme, respect your communication preferences and demonstrate compliance with applicable legal requirements.

SMS service provider

We may use third-party service providers to operate and deliver our SMS communications. This may include Klaviyo and its relevant service providers.

These providers may process personal information such as your mobile telephone number, customer information, messaging preferences, consent status and interaction information as necessary to provide SMS and marketing services to us.

We require our service providers to process personal information appropriately and to implement suitable security measures.

Opting out of SMS

You can withdraw your consent to SMS marketing at any time.

You can normally do this by replying STOP to an SMS message from Heritagefrost, using an unsubscribe mechanism provided in the message where available, or by contacting us.

After you opt out, we will stop sending you marketing SMS messages, subject to any limited processing that may be necessary to maintain an opt-out record and prevent further unwanted marketing.

Withdrawing your consent does not affect the lawfulness of processing carried out before you withdrew your consent.

SMS message charges

Heritagefrost does not charge you a fee for subscribing to our SMS marketing service. However, your mobile network provider may charge you for sending or receiving text messages depending on your mobile plan.

Message frequency may vary.

7. Transactional and Service Messages

Where necessary, we may contact you by email, telephone or SMS regarding an order, delivery, account, customer service enquiry, security matter or other service you have requested.

These communications are different from marketing communications and may continue where necessary to provide a service you have requested or to fulfil our contractual or legal obligations.

8. Sharing Your Personal Information

We do not sell your personal information.

We may share personal information with trusted third parties where necessary to operate our business and provide our services.

These may include:

  • Shopify – website, ecommerce and order management services
  • Payment providers – to process payments securely
  • Delivery and logistics providers – to deliver your purchases
  • Klaviyo and other marketing platforms – to manage email/SMS marketing and customer communications
  • Analytics and technology providers – to help us understand website usage and improve our services
  • Customer service and communication providers
  • IT, hosting and security providers
  • Professional advisers, such as accountants, lawyers and insurers
  • Government authorities, regulators or law enforcement, where we are legally required or permitted to do so

Our service providers may only process your personal information as necessary to provide their services to us, subject to appropriate contractual and legal protections.

9. International Transfers

Some of our service providers may process personal information outside the United Kingdom.

Where personal information is transferred outside the UK, we will take appropriate steps to ensure that the transfer is lawful and that your personal information continues to receive an appropriate level of protection.

Depending on the circumstances, this may include relying on a UK adequacy decision or using appropriate contractual safeguards and other lawful transfer mechanisms.

10. Cookies and Similar Technologies

We use cookies and similar technologies to operate our website, understand how visitors use our website, improve our services and, where permitted, support marketing and advertising activities.

Some cookies may be placed by third-party service providers.

For more information about the cookies we use and how you can manage your preferences, please see our Cookie Policy.

11. Data Retention

We retain personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy, unless a longer retention period is required or permitted by law.

The appropriate retention period depends on the nature of the information and why we hold it.

For example, we may retain transaction and accounting information for periods required by tax and accounting laws.

Where you withdraw marketing consent, we may retain a limited record of your previous consent and withdrawal in order to demonstrate compliance and prevent further unwanted marketing.

12. Your Privacy Rights

Depending on the circumstances, you may have rights under UK data protection law, including:

  • The right to request access to your personal information
  • The right to request correction of inaccurate or incomplete information
  • The right to request deletion of your personal information in certain circumstances
  • The right to request restriction of processing in certain circumstances
  • The right to object to certain processing, including direct marketing
  • The right to data portability in certain circumstances
  • The right to withdraw consent where processing is based on consent

You also have the right to object to receiving direct marketing.

To exercise your rights, please contact us using the privacy contact details provided on our website.

We may need to verify your identity before fulfilling certain requests.

13. Marketing Preferences

You can change your marketing preferences or withdraw marketing consent at any time.

For email marketing, you can use the unsubscribe link contained in our marketing emails.

For SMS marketing, you can normally reply STOP to the relevant message.

You may also contact us directly if you need assistance changing your communication preferences.

Opting out of marketing does not prevent us from sending necessary non-marketing communications, such as information relating to an order you have placed.

14. Security

We take reasonable technical and organisational measures designed to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

However, no method of transmitting or storing information online can be guaranteed to be completely secure.

15. Children's Privacy

Our website and services are not directed at children.

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

Where consent is required for a child to receive a particular service or communication, we will comply with applicable legal requirements.

16. Third-Party Websites

Our website may contain links to websites operated by third parties.

We are not responsible for the privacy practices, content or security of third-party websites.

We recommend reviewing the privacy policy of any third-party website you visit.

17. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business, services, technology or legal requirements.

When we make changes, we will update the "Last updated" date at the top of this Privacy Policy.

We recommend reviewing this page periodically to stay informed about how we handle personal information.

18. Complaints

If you have concerns about how we use your personal information, please contact us first so that we have an opportunity to address your concerns.

You also have the right to lodge a complaint with the UK's data protection supervisory authority:

Information Commissioner's Office (ICO)

Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
United Kingdom

Telephone: 0303 123 1113

You can find further information on the ICO's website.

19. Contact Us

If you have any questions about this Privacy Policy, your personal information, your marketing preferences or your privacy rights, please contact Heritagefrost using the contact details provided on our website.

Heritagefrost
Trading name of Collingwood Corporation Ltd
Company number: 17318054
128 City Road
London
EC1V 2NX
United Kingdom