Datenschutzerklärung

Privacy and cookies policy
Last updated: 26 October 2026

This policy explains how Flaming Phoenix Enterprises Ltd ("we", "us" or "our") collects, uses, stores and protects personal data when you visit our website, buy our products or otherwise interact with us. It applies to all users of flaming-phoenix.co.uk and related services.

Who we are

Flaming Phoenix Enterprises Ltd
Company number: 13395523, registered in England and Wales
Registered office: 167-169 Great Portland Street, 5th Floor, London W1W 5PF, United Kingdom
Email: jfrost@flaming-phoenix.co.uk
Phone: 07990 519422

For the purposes of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, Flaming Phoenix Enterprises Ltd is the data controller.

Personal data we collect

The personal data we collect depends on how you interact with us.

Information you give us directly

• Name
• Billing and delivery address
• Email address
• Telephone number
• Order and payment confirmation details (we never see or store your full card details)
• Account login details, if you create an account
• Messages you send us, including emails, live chat and customer support enquiries
• Reviews, feedback, survey answers or referrals you submit

Giving us this information is voluntary, but some of it is needed to place an order or use certain services.

Information collected automatically

• IP address
• Device and browser information
• Pages viewed and time spent on the site
• The website or source that referred you
• How you interact with our emails and website features

This data is collected using cookies and similar technologies. Non-essential cookies are only used with your consent (see the cookies section below).

Who processes data for us

We use trusted service providers to run the business. Each processes personal data on our behalf and in line with UK data protection law:

• Shopify, which powers our online store, checkout, customer accounts, live chat (Shopify Inbox) and some sign-up forms (Shopify Forms)
• Klaviyo, which sends our emails and runs our email sign-up forms
• HubSpot, which holds our customer relationship records
• Judge.me, which collects and displays product reviews
• Seal Subscriptions, which manages subscription orders
• Rebuy, which shows product recommendations
• Upsell.com, which shows offers after checkout
• Fairing, which runs our optional short survey after checkout
• Consentmo, which runs our cookie banner and records your cookie choices
• Payment providers, such as Shopify Payments, PayPal and Klarna, who process payments securely
• Delivery partners, who deliver your order
• Google (Google Analytics and Google Ads), Meta (Facebook and Instagram) and TikTok, for analytics and advertising, only where you have consented to those cookies
• Microsoft (Microsoft Clarity), which shows us how visitors use our website through heatmaps and session recordings, only where you have consented to analytics cookies

How we use personal data

Providing products and services. To process orders and payments, deliver products, manage customer accounts, and handle returns, refunds and enquiries. Lawful basis: performance of a contract.

Legal and regulatory obligations. To keep accounting and transaction records, meet HMRC, food safety and Trading Standards requirements, and handle disputes, refunds and chargebacks. Lawful basis: legal obligation.

Customer support and improving what we do. To respond to enquiries and complaints and improve our website, products and services. Lawful basis: legitimate interests.

Optional post-purchase survey. After checkout, or occasionally by email, we may ask what you are using Phoenix Bars for and how you first heard about us. Answering is entirely optional. We use your answers to understand our customers better and to make the emails we send you more relevant to you. Lawful basis: legitimate interests.

If one of your answers tells us something about your health, for example that you are finding it hard to eat enough while your appetite is low, we treat it as special category data. We only hold it because you chose to tell us, we use it only to tailor the content of our emails to you, we never use it for advertising or share it with advertising platforms, and you can ask us to delete it at any time. Lawful basis: your explicit consent, which you give by choosing to answer and can withdraw at any time by contacting us.

Marketing. We only send marketing emails where you have opted in, for example through a sign-up form or the marketing tick box at checkout. Your consent is recorded in Shopify, Klaviyo and HubSpot. You can withdraw consent at any time using the unsubscribe link in any email or by contacting us. Lawful basis: consent.

Analytics and advertising. With your consent, we use cookies to understand how people use the site and to show relevant adverts. Lawful basis: consent.

Security and fraud prevention. To protect our website, customers and business, and to detect and prevent fraud. Lawful basis: legitimate interests.

How we share personal data

We only share personal data where necessary: with the service providers listed above, with professional advisers where needed, and where the law requires it. We do not sell personal data.

How long we keep data

• Order and transaction records: at least six years, to meet HMRC and accounting requirements
• Customer accounts: until you close or ask us to delete your account
• Marketing data: until you unsubscribe or withdraw consent
• Customer support records: as long as needed to resolve the issue and show we have handled it properly

Your rights

Under UK data protection law you have the right to:

• Access your personal data
• Have inaccurate data corrected
• Have your data deleted where the law allows
• Restrict or object to certain processing
• Withdraw consent for marketing or cookies at any time
• Receive a copy of your data in a portable format

To make a request, contact us using the details above. We will respond within one month.

How to complain

If you're unhappy with how we have handled your personal data, please email jfrost@flaming-phoenix.co.uk with the subject "Data protection complaint". We will acknowledge your complaint within 30 days, look into it, and tell you the outcome without undue delay.

You also have the right to complain to the UK Information Commissioner's Office (ICO) at ico.org.uk. We would appreciate the chance to put things right first.

Data security

We take appropriate technical and organisational measures to protect personal data. No system can guarantee absolute security, but we work to safeguard your information at all times.

International data transfers

Some of our service providers process personal data outside the UK. Where this happens, we rely on approved safeguards such as the UK International Data Transfer Agreement, the UK Addendum to the EU Standard Contractual Clauses, or UK adequacy regulations.

Children

Our products and services are not aimed at children, and we do not knowingly collect personal data from children.

Cookies

Cookies are small text files stored on your device when you visit a website. They help the site work, remember your choices and, with your consent, help us understand how the site is used and show relevant adverts.

Strictly necessary cookies keep the shop working, for example your basket, checkout, login, security and your cookie choices. They are set by Shopify and Consentmo and cannot be switched off.

Preference cookies remember things like your language, currency and chat history, set by Shopify (including Shopify Inbox).

Analytics cookies help us see which pages are useful and what isn't working, set by Google Analytics, Microsoft Clarity and Shopify. These are only used if you agree.

Microsoft Clarity. If you accept analytics cookies, we use Microsoft Clarity to see how visitors scroll, click and move around our pages, through heatmaps and session recordings, so we can find and fix anything confusing. Clarity hides what you type, such as your email address, and uses first and third-party cookies to link the pages you view into one visit. Microsoft may also use this data as described in the Microsoft Privacy Statement.

Marketing cookies help us show relevant adverts and measure whether they work, set by Google Ads, Meta (Facebook and Instagram), TikTok, Klaviyo and Rebuy. These are only used if you agree.

Your choices. When you first visit, our cookie banner lets you accept, reject or choose which non-essential cookies we use. You can change your mind at any time by clearing the cookies for this site in your browser, which brings the banner back, or by contacting us. Blocking strictly necessary cookies may stop parts of the site from working.

Some cookies are set by the third parties named above and are also covered by their own privacy policies.

Changes to this policy

We may update this policy from time to time to reflect legal, regulatory or business changes. The latest version will always be published on this page.