Privacy policy
Last updated: 28 September 2026
FROLICKERS respects your privacy and takes the handling of personal information seriously.
This Privacy Policy explains what information we collect, why we use it, who we may share it with, how long we keep it, and the rights available to you.
This website, frolickersuniverse.com, is operated by Frolickers Ltd, trading as FROLICKERS (“Frolickers”, “we”, “us” or “our”).
For the purposes of applicable data protection law, Frolickers Ltd is the data controller of the personal information described in this policy, except where another organisation acts as an independent controller for its own purposes.
Our store is powered by Shopify, which also processes certain information when you visit or interact with our website.
1. Information we collect
The information we collect depends on how you interact with Frolickers.
It may include:
Contact and identity information
Your name, email address, telephone number, billing address, shipping address and other contact details you provide to us.
Order and transaction information
Products you view, order, return or cancel, your order history, delivery information, transaction details and payment confirmation.
Payment information is generally processed securely by our payment providers. We do not ordinarily receive or store your complete payment card details ourselves.
Account information
If you create an account, we may process information associated with that account, including login details, preferences and settings.
Communications
Information you provide when you contact us, including customer-service enquiries, return requests, questions, feedback and other correspondence.
Community and event information
If you sign up for Frolickers community activities, events or other initiatives, we may collect information you choose to give us about your interests, things you know how to do, activities you would like to try, and similar preferences.
We use this information to understand what kinds of activities may be relevant to our community, plan events and decide which invitations may be of interest to you.
Please avoid providing sensitive personal information in free-text fields unless it is genuinely necessary.
Marketing information
Your email address, marketing preferences, subscription status and information about how you interact with our marketing communications.
Device and usage information
Information about how you access and use our website, which may include your IP address, browser type, device information, identifiers, pages visited, interactions with the website and similar technical information.
This may be collected through cookies, pixels and similar technologies. More information is available in our Cookie Policy and cookie settings.
2. How we collect information
We collect personal information:
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directly from you, when you place an order, create an account, complete a form, subscribe to communications, join a community initiative or contact us;
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automatically when you use our website, including through cookies and similar technologies;
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from Shopify and other service providers that help us operate the website and fulfil orders;
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from payment, delivery, analytics, marketing and other partners where necessary to provide our services; and
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from other sources where you have asked or authorised another party to share information with us, or where permitted by law.
3. How and why we use your information
We only use personal information where we have an appropriate legal basis for doing so.
To process and fulfil orders
We use your information to process payments, confirm and manage orders, arrange delivery, process returns and refunds, communicate with you about your order, and provide customer support.
We generally process this information because it is necessary to perform our contract with you or to take steps at your request before entering into a contract.
To operate and improve Frolickers
We may use information to operate our website, understand how it is used, improve our products and services, troubleshoot problems and develop the customer experience.
Where this processing is not necessary for our contract with you, we generally rely on our legitimate interests in operating and improving our business, provided those interests are not overridden by your rights and interests.
Where consent is required, including for certain cookies or tracking technologies, we rely on your consent instead.
To run Frolickers community activities
If you provide information through one of our community or activity sign-up forms, we may use it to understand the interests and skills within the Frolickers community, plan activities and events, identify activities that may be relevant to you, and contact you about invitations or opportunities that correspond with the information you have provided.
Depending on the circumstances, we may rely on your consent or our legitimate interests in organising and developing Frolickers community activities.
Where we rely on consent, you can withdraw it at any time.
Marketing
Where permitted by law, we may use your contact information to send you news, product updates, invitations, launches and other Frolickers communications.
Where consent is required, we will only send these communications with your consent.
You can unsubscribe from marketing emails at any time using the unsubscribe link in the email.
You can also contact us through our contact form, email info@frolickers.uk, or use the details on our Contact Information page.
Unsubscribing from marketing does not prevent us from sending messages that are necessary to manage an order, account, return or other transaction with you.
Security and fraud prevention
We may use personal information to protect our website, customers and business, verify transactions, prevent fraud, investigate suspicious activity and maintain the security of our services.
We generally rely on our legitimate interests in protecting our business and customers and, where relevant, compliance with legal obligations.
Legal and regulatory purposes
We may use or retain information where necessary to comply with legal, tax and accounting obligations, establish, exercise or defend legal claims, respond to lawful requests from courts, regulators or public authorities, or enforce our agreements and policies.
In these circumstances, processing may be necessary to comply with a legal obligation or for our legitimate interests in protecting our legal rights.
4. Marketing, advertising and cookies
We may use cookies and similar technologies to operate the website, remember preferences, understand how the site is used and, where you have permitted it, measure or personalise advertising.
Non-essential cookies and similar technologies are used subject to the consent requirements that apply to them.
You can manage your preferences through the cookie controls available on our website.
Some advertising and analytics providers may receive information about your interactions with our website where you have consented to the relevant technologies.
For more information, please see our Cookie Policy.
5. Who we share information with
We only share personal information where there is a reason to do so.
This may include:
Shopify
Shopify provides the ecommerce platform that powers our store and processes information necessary to operate the website and provide Shopify services.
Payment providers
To securely process payments, refunds and related transactions.
Delivery and fulfilment providers
Including couriers and other logistics providers where necessary to deliver or return an order.
Technology and hosting providers
Providers that help us operate, secure, maintain and support our website and business systems.
Email, marketing and analytics providers
Where used to manage mailing lists, communications, website analytics or advertising, subject to applicable consent requirements.
Form and community tools
Where we use third-party services to collect or manage community, event or interest registrations.
Professional advisers
Such as accountants, legal advisers, insurers or other professional service providers where reasonably necessary.
Authorities and other parties where required by law
We may disclose information where legally required, in connection with legal proceedings, or where reasonably necessary to protect our rights or those of others.
If Frolickers or substantially all of its business or assets were sold, reorganised or transferred, personal information may form part of that transaction subject to applicable data protection law.
We do not sell personal information in the ordinary meaning of selling customer information for money.
6. Shopify
Our online store is hosted by Shopify.
When you use our website, Shopify may collect and process information about your interaction with the store in order to provide its platform and related services.
Certain Shopify features may also involve Shopify processing information for its own purposes, in which case Shopify may act as an independent data controller.
You can read more about how Shopify handles consumer information in Shopify's Consumer Privacy Policy and through Shopify's Privacy Portal.
7. International transfers
Some of the service providers we use may process personal information outside the United Kingdom.
Where personal information is transferred to a country that does not benefit from an applicable UK adequacy decision, we take steps to ensure that an appropriate lawful transfer mechanism or safeguard is used where required.
This may include the UK International Data Transfer Agreement, the UK Addendum to the European Commission's Standard Contractual Clauses, or another recognised mechanism permitted under applicable data protection law.
8. How long we keep information
We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including to meet legal, accounting, tax, fraud-prevention and reporting requirements.
Different types of information may therefore be retained for different periods.
For example:
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order and transaction records may be retained where necessary for accounting, tax and legal purposes;
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customer-service correspondence may be retained for as long as necessary to resolve an enquiry and maintain appropriate business records;
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marketing information may be retained while you remain subscribed, together with records necessary to respect an unsubscribe request;
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community and interest information may be retained while it remains relevant to the community activities for which it was collected, unless you ask us to delete it or we no longer have a reason to keep it.
When information is no longer required, we will delete it, anonymise it or otherwise cease using it, subject to any legal retention requirements.
9. Your rights
Depending on where you live and the circumstances, you may have rights in relation to your personal information.
Under UK data protection law, these may include the right to:
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request access to the personal information we hold about you;
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ask us to correct inaccurate or incomplete information;
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ask us to delete your information in certain circumstances;
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ask us to restrict how we use your information;
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object to certain uses of your information, including certain processing based on legitimate interests;
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receive certain information in a portable format;
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withdraw consent where we rely on consent; and
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object to direct marketing at any time.
These rights are not absolute and may be subject to legal conditions or exceptions.
To exercise any of these rights, please contact us through our contact form, email info@frolickers.uk, or use the details on our Contact Information page.
We may need to verify your identity before completing a request.
We will respond within the period required by applicable law.
10. Your marketing choices
You can unsubscribe from Frolickers marketing emails at any time using the unsubscribe link included in our emails.
You can also contact us through our contact form, email info@frolickers.uk, or use the details on our Contact Information page.
If you unsubscribe, we may retain limited information necessary to record your preference and make sure we do not add you back to the relevant marketing list unintentionally.
You may still receive operational messages relating to orders, payments, deliveries, returns, accounts or other services you have requested.
11. Security
We use appropriate organisational and technical measures designed to protect personal information against accidental loss, unauthorised access, alteration, disclosure or misuse.
No method of transmitting or storing information is completely secure, so we cannot guarantee absolute security.
Please avoid sending highly sensitive or confidential information through ordinary email or other unsecured communication channels unless necessary.
12. Children's information
Our website and services are not directed at children, and we do not knowingly collect personal information from children where doing so would be unlawful.
If you believe a child has provided personal information to us inappropriately, please contact us through our contact form, email info@frolickers.uk, or use the details on our Contact Information page.
13. Third-party websites
Our website may contain links to websites or services operated by third parties.
Those websites operate independently from Frolickers and may have their own privacy practices.
We are not responsible for how independent third-party websites handle personal information, so we recommend reviewing their privacy information before providing them with your data.
14. Complaints
If you have a concern about how we use your personal information, please contact us through our contact form, email info@frolickers.uk, or use the details on our Contact Information page.
If you are in the United Kingdom, you also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s data protection regulator.
You can find further information about making a complaint at ico.org.uk.
If you live outside the UK, you may also have the right to complain to the relevant data protection authority in your country.
15. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our business, technology, legal obligations or the way we use personal information.
When we make changes, we will publish the updated version on this page and revise the “Last updated” date above.
Where required by law, we will provide additional notice of material changes.
16. Contact us
For questions about this Privacy Policy, the way we use personal information, or to exercise your privacy rights, please contact us through our contact form, email info@frolickers.uk, or visit our Contact Information page.
Frolickers Ltd, trading as FROLICKERS
Company number: 14409103
VAT number: 450648393