FreshPack Solutions Ltd supplies takeaway food packaging to restaurants, takeaways, caterers, bakeries, butchers and other food businesses across the UK. To do that, we need some information about you — your name, where to deliver, and how to contact you. This page explains, in plain English, what we collect, why, how we look after it, and the choices you have.

We are the "data controller" for this information under UK data protection law. Our details are:

FreshPack Solutions Ltd
Unit 5, Sovereign Park, Laporte Way, Luton, Bedfordshire, LU4 8EL
Email: sales@freshpackuk.co.uk · Telephone: 020 3411 2378

What information do we collect?

Information you give us. When you create an account, place an order, ask for a quote, contact us or join our mailing list, we collect your name, business name, delivery and billing addresses, email address, telephone number, your order details and anything you write to us.

We never see your card details. Payment card information is entered directly into our payment provider's secure checkout and is not stored on our systems.

Information collected automatically. Like almost every website, ours uses cookies. They tell us things like your IP address, the type of device and browser you use, which pages you look at, which products you add to your basket, and whether you arrived from a Google search or an advert. More on cookies below.

Information from others. Our payment provider may send us the result of fraud checks, our couriers send us delivery confirmations, and when we open a trade account we may check business details at Companies House.

Most of our customers are businesses. Where you deal with us on behalf of a business, the information we hold is normally your name, job role and work contact details, and this policy applies to it in the same way. We don't collect sensitive information (such as health data), and we don't knowingly collect information from anyone under 18.

How do we use it?

We use your information to:

• process and deliver your orders — take payment, pass your address to the courier, send order and dispatch emails, and handle any returns or refunds;
• run your account — including trade accounts and regular supply arrangements;
• answer your questions and sort out any problems;
• keep the records the law requires — invoices and VAT records, for example;
• keep our website and business safe from fraud and misuse;
• tell you about products and offers relevant to your business (see "Marketing emails" below);
• understand how our website and adverts perform so we can improve them; and
• deal with complaints or legal claims if they arise.

UK GDPR asks us to say which legal basis we rely on for each of these. In short: fulfilling your order and running your account is performance of a contract; keeping tax records is a legal obligation; security, service improvement and emailing existing customers about similar products is our legitimate interest; and analytics cookies, advertising cookies and newsletter emails to people who haven't bought from us rely on your consent, which you can withdraw at any time.

We do not sell your personal information to anyone, and we don't make automated decisions about you that have a legal or similar effect.

Who do we share it with?

Only the companies that help us run FreshPack, and only what they need. Each is bound by contract to keep your information confidential and secure:

• Shopify, which hosts our online store and processes orders and accounts (shopify.com/legal/privacy).
• Payment providers — [Shopify Payments, PayPal and Klarna] — which take your payment and run fraud checks.
• Couriers — [DPD], and our pallet network for larger orders — who receive your name, address, phone number and email so they can deliver and send tracking updates.
• Our email platform — [Shopify Email / Klaviyo] — which sends order notifications and, where you've agreed, our newsletters.
• Google (Google Analytics, Google Ads and Tag Manager) [and Meta (the Facebook/Instagram pixel)], which set cookies with your consent to measure our website and advertising and to show FreshPack adverts to people who have visited our site.
• Our accountants, IT providers and professional advisers, where they need it to do their job.
• Public authorities such as HMRC, the police or a court, where the law requires it.

If FreshPack is ever sold or restructured, customer information may pass to the new owner, who will have to use it in line with this policy.

Does any of it leave the UK?

Some of our providers — Shopify and Google in particular — store data outside the UK, including in the EU, Canada and the United States. Where that happens, the transfer is covered by a UK adequacy decision or by the International Data Transfer Agreement / standard contractual clauses approved by the Information Commissioner, so your information gets the same level of protection it has here.

How long do we keep it?

• Orders and invoices: 6 years after the end of the financial year of the order — HMRC requires this.
• Account details: while your account is active, and for 6 years after your last order. You can ask us to close it at any time.
• Enquiries and quotes that don't become orders: 12 months.
• Marketing preferences: until you unsubscribe — after that we keep just enough to make sure we don't contact you again.
• Website analytics: [26 months], in aggregated form.

Do we use cookies?

Yes. When you first visit, a banner lets you accept or reject the non-essential ones, and you can change your mind at any time through the [cookie settings link in the footer]. They fall into four groups:

• Strictly necessary — set by Shopify to keep items in your basket, remember your login, secure the checkout and prevent fraud. These can't be switched off, because the shop wouldn't work without them.
• Analytics — Google Analytics, which shows us how visitors use the site so we can improve it. The data is pseudonymised.
• Advertising — Google Ads conversion tracking and remarketing [and the Meta pixel]. These tell us which adverts lead to orders and let us show FreshPack adverts to people who have visited our site. You can also opt out of personalised Google adverts at adssettings.google.com, and of many other networks at youronlinechoices.com.
• Functional — small conveniences such as remembering a pop-up you've already closed.

Shopify publishes a full list of the cookies it sets at shopify.com/legal/cookies.

Marketing emails

If you've bought from us or asked about our products, we may email you about similar products and offers that are relevant to your business — the law allows this for existing customers, and it's how most of our customers hear about new lines and price changes. If you signed up to our newsletter, we email you because you asked us to.

Every marketing email has an unsubscribe link, or you can email sales@freshpackuk.co.uk, and we'll take you off the list. You'll still receive order confirmations and dispatch notices, because those are about your orders, not marketing.

How do we keep it safe?

Our store runs on Shopify, which is certified to PCI-DSS Level 1 — the highest standard for handling card payments — and every page is encrypted (the padlock in your browser). Within FreshPack, only the staff who process orders and help customers can see your details. No system is completely immune, so we can't promise absolute security, but we take reasonable precautions and, if a breach ever affected you, we'd tell you and the ICO as the law requires.

What are your rights?

You can ask us at any time to:

• see the information we hold about you;
• correct anything that's wrong (you can also update most details yourself by logging in);
• delete your information where we no longer need it — though we have to keep order records for tax purposes;
• stop or limit how we use it, including stopping all marketing;
• send you a copy of the information you gave us in a machine-readable format; or
• withdraw consent for anything that relied on it.

Just email sales@freshpackuk.co.uk or write to the address above. We'll reply within a month; there's normally no charge, and we may ask you to confirm your identity first.

If you're not happy with how we've handled your information, please tell us first so we can put it right. You can also complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.

Links to other websites

Our site links to a few outside websites, such as courier tracking pages and social media. Each has its own privacy policy, and we're not responsible for how they handle your information.

Changes to this policy

If we change this policy, the new version will appear on this page with an updated date, and we'll flag anything significant on the website or by email to account holders.

Questions?

We're happy to answer any questions about privacy. Contact us at:

FreshPack Solutions Ltd
Unit 5, Sovereign Park
Laporte Way
Luton, Bedfordshire
LU4 8EL
United Kingdom

Telephone: 020 3411 2378
Email: sales@freshpackuk.co.uk

Last updated: [17 September 2026]