Last updated: 26 September 2026
This privacy policy explains how Frexexpress Ltd (“FrexExpress”, “we”, “us”, “our”) collects and uses your personal data when you visit frexexpress.com, buy from us or contact us. We are committed to handling your data fairly and lawfully under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
1. Who we are
The data controller responsible for your personal data is Frexexpress Ltd, a company registered in England and Wales (company number 14933378), whose registered office is at Unit A, 82 James Carter Road, Mildenhall, Bury St Edmunds, IP28 7DE. Our VAT number is GB 493703471.
If you have any questions about this policy or how we use your data, please contact us by email at info@frexexpress.com, by phone on 07761 091805, or by post to our registered office address above.
2. The personal data we collect
Depending on how you use our website, we may collect:
- Identity and contact details – your name, billing and delivery address, email address and phone number.
- Order details – the products you buy, order value, order history, and any returns or refunds.
- Payment information – card payments are processed by Stripe. We do not see or store your full card number; we receive limited details such as the card type, the last four digits, the expiry date and the payment result.
- Account details – if you create an account, your login details and saved addresses.
- Communications – messages you send us by email, phone or our contact form, and our replies.
- Technical data – your IP address, browser and device type, and how you use our website, collected through cookies and similar technologies (see our Cookie Policy).
We do not knowingly collect data from children. Our website is intended for adults.
3. How we use your data and our lawful bases
| What we use your data for | Lawful basis |
|---|---|
| Processing and delivering your order, handling returns, refunds and warranty issues | Performance of a contract with you |
| Taking payment and preventing fraud | Performance of a contract; our legitimate interest in preventing fraud |
| Sending order confirmations, dispatch updates and other service emails | Performance of a contract |
| Answering your questions and complaints | Our legitimate interest in providing good customer service; performance of a contract where it relates to an order |
| Managing your customer account (if you create one) | Performance of a contract |
| Keeping accounting, tax (including VAT) and other legal records | Legal obligation |
| Keeping our website secure and working properly | Our legitimate interest in running a safe and reliable online shop |
| Using non-essential cookies (for example analytics) | Your consent, which you can withdraw at any time |
| Sending you marketing emails (only if you have opted in) | Your consent, which you can withdraw at any time |
We will not sell your personal data. We only send marketing emails if you have agreed to receive them, and every marketing email will include an easy way to unsubscribe.
4. Payments
Card payments (and, where offered at checkout, Apple Pay and Google Pay) are processed securely by Stripe Payments UK Ltd and its group companies (“Stripe”). Stripe receives your payment details directly and uses them to process your payment and to help detect and prevent fraud. Stripe acts as an independent controller for some of this processing. You can read Stripe’s privacy policy at stripe.com/gb/privacy.
5. Delivery
To deliver your order we share your name, delivery address and, where needed, your email address or phone number with our delivery partners, including Royal Mail and, for some parcels, other courier companies. They use this information to deliver your parcel and to send you tracking updates.
6. Emails
We send service emails about your order and account (for example order confirmation, dispatch and refund emails). These are part of providing our service to you. Our website uses an email-sending service to deliver these emails, and our email is hosted by a third-party email provider.
7. Who we share your data with
We only share your personal data where necessary, with:
- Stripe, to process payments and prevent fraud;
- Royal Mail and other delivery companies, to deliver your order;
- our website hosting provider and the providers of the software we use to run our shop (for example WordPress and WooCommerce plugins), who store or process data on our behalf;
- our email service providers;
- our professional advisers, such as accountants, where necessary;
- HM Revenue & Customs, the police or other authorities where we are required to by law, or to protect our rights or prevent fraud.
Our service providers act on our instructions and are required to keep your data secure.
Our website loads fonts from Google Fonts. When a page loads, your browser connects to Google’s servers, which means Google receives your IP address. Google does not use this to set cookies on our website.
8. International transfers
Some of our service providers (for example Stripe) may process data outside the UK, including in the United States. Where this happens, we make sure appropriate safeguards are in place as required by UK data protection law, such as the UK International Data Transfer Agreement or Addendum, or the UK–US “data bridge”.
9. How long we keep your data
- Order, payment and invoice records: for 6 years after the end of the financial year in which the order was placed, to meet our legal, tax and accounting obligations.
- Customer account data: for as long as your account is open. You can ask us to close your account at any time.
- Messages and contact form enquiries: for up to 2 years after our last contact with you, unless they relate to an order (in which case we keep them with the order records).
- Cookie consent records: for up to 12 months.
10. Keeping your data secure
Our website uses an encrypted (HTTPS) connection, and we use security measures to protect our systems. Card payments are handled by Stripe and your full card details never pass through or stay on our servers. No method of transmission over the internet is completely secure, but we take reasonable steps to protect your data.
11. Cookies
We use cookies that are strictly necessary for our shop to work (for example to remember your basket and keep you logged in). We only use non-essential cookies, such as analytics cookies, if you agree through our cookie banner. You can change your choice at any time. Please see our Cookie Policy for full details.
12. Your rights
Under UK data protection law you have the right to:
- ask for a copy of the personal data we hold about you (right of access);
- ask us to correct inaccurate or incomplete data (right to rectification);
- ask us to delete your data in certain circumstances (right to erasure);
- ask us to restrict how we use your data in certain circumstances;
- object to us using your data where we rely on our legitimate interests, and object at any time to direct marketing;
- ask us to transfer data you gave us to another organisation, in certain circumstances (data portability);
- withdraw your consent at any time where we rely on consent (this does not affect anything we did before you withdrew it).
To use any of these rights, please email info@frexexpress.com. We will respond within one month. We may need to ask you to confirm your identity. There is usually no charge. Please note we may have to keep some information (for example order and VAT records) to meet our legal obligations.
13. Complaints
If you are unhappy with how we have handled your personal data, please contact us first at info@frexexpress.com and we will try to put things right. You also have the right to complain to the Information Commissioner’s Office (ICO), the UK data protection regulator: ico.org.uk/make-a-complaint, telephone 0303 123 1113.
14. Changes to this policy
We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated shown at the top.