Privacy policy

Last updated: 12 September 2026

1. About This Privacy Policy

This Privacy Policy explains how Fibreking Limited (“Fibreking”, “we”, “us” or “our”) collects, uses, stores and shares personal information when you:

  • visit or use fibreking.co.uk;

  • create or use a customer account;

  • place an order with us;

  • contact our customer service team;

  • subscribe to marketing communications;

  • interact with our advertising or marketing;

  • submit a review, enquiry or other content; or

  • otherwise interact with Fibreking.

Fibreking Limited is the data controller responsible for personal information processed for the purposes described in this Privacy Policy, except where another organisation acts as an independent controller for its own purposes.

We process personal information in accordance with applicable UK data-protection law, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, together with applicable electronic communications and privacy legislation.

2. Who We Are

Fibreking Limited

Company Number: 13464164
VAT Registration Number: GB 453 8451 78

Address:
Unit C
Monastery Lakes Farm
Stoke Road
Shutlanger
NN12 7FF
United Kingdom

Telephone: 01604 969603
Email: info@fibreking.co.uk

Fibreking Limited is a company registered in England and Wales.

3. Personal Information We Collect

The personal information we collect depends on how you interact with Fibreking.

Identity and Contact Information

This may include:

  • name;

  • billing address;

  • delivery address;

  • email address;

  • telephone number; and

  • account or customer identifiers.

Order and Transaction Information

This may include:

  • products ordered;

  • order numbers;

  • transaction history;

  • delivery information;

  • returns and refunds;

  • discount or promotional information;

  • payment status; and

  • communications relating to an order.

Payment Information

Payments are generally processed through payment providers.

Depending on the payment method selected, payment providers may collect and process information such as payment-card details, billing information and payment authentication information.

Fibreking does not generally receive or store complete payment-card details where those details are processed directly by an authorised payment provider.

Account Information

If you create or use a customer account, we may process information associated with that account, including login-related information, preferences, saved addresses and order history.

Customer Service and Communications

If you contact us, we may collect:

  • your name and contact details;

  • order information;

  • the content of your enquiry;

  • correspondence with Fibreking;

  • photographs or documents you send to us; and

  • information reasonably required to investigate or resolve your enquiry.

Reviews and User Content

If you submit a review, photograph, comment or other content, we may process:

  • your name or chosen display name;

  • review or comment;

  • rating;

  • photographs or other content submitted;

  • product and order information where applicable; and

  • associated technical or verification information.

Device and Website Information

When you use our website, we and our authorised service providers may collect information including:

  • IP address;

  • browser type and version;

  • device type;

  • operating system;

  • time zone;

  • pages and products viewed;

  • referring pages;

  • search activity;

  • website interactions;

  • shopping-cart activity;

  • cookie and similar technology identifiers; and

  • diagnostic, security and performance information.

The collection and use of information through non-essential cookies and similar technologies is subject to the consent requirements described below.

Marketing Information

Where applicable, we may process:

  • marketing preferences;

  • email subscription status;

  • interactions with marketing communications;

  • advertising identifiers;

  • campaign interactions; and

  • information concerning your interests inferred from website interactions where permitted by law.

4. How We Collect Personal Information

We may collect personal information in the following ways.

Directly from You

For example, when you:

  • place an order;

  • create an account;

  • contact us;

  • subscribe to marketing;

  • submit a review;

  • enter information into our website; or

  • request a return, refund or exchange.

Automatically

Certain technical information may be collected when you interact with our website through cookies, pixels, log files and similar technologies.

Non-essential technologies are used only in accordance with applicable consent requirements.

From Service Providers and Other Third Parties

We may receive personal information from organisations involved in providing our ecommerce services, such as:

  • Shopify;

  • payment providers;

  • Klarna where its payment services are used;

  • delivery and logistics providers;

  • fraud-prevention providers;

  • analytics providers;

  • marketing and advertising providers where applicable; and

  • other technology providers supporting our website.

Where we obtain personal information from another source, we process it only where we have an appropriate lawful basis to do so.

5. Why We Use Your Personal Information

We use personal information only where we have a lawful basis for doing so.

Depending on the circumstances, we may process personal information for the following purposes.

Processing and Fulfilling Orders

We use personal information to:

  • process orders;

  • take or facilitate payment;

  • send order confirmations and invoices;

  • pick, pack and dispatch products;

  • arrange delivery;

  • communicate about orders;

  • process returns, refunds and exchanges; and

  • provide customer service.

Lawful basis: performance of a contract with you or taking steps at your request before entering into a contract.

Operating Customer Accounts

We may process personal information to create, maintain and administer customer accounts and provide requested account functionality.

Lawful basis: performance of a contract and, where appropriate, our legitimate interests in operating an efficient ecommerce service.

Customer Service

We process information to respond to questions, complaints, product issues, returns, delivery enquiries and other requests.

Lawful basis: performance of a contract, compliance with legal obligations and/or our legitimate interests in providing customer service, resolving disputes and managing our business.

Fraud Prevention and Security

We may process information to:

  • verify transactions;

  • identify suspicious activity;

  • prevent and detect fraud;

  • protect customer accounts;

  • protect our website and systems;

  • investigate misuse; and

  • establish, exercise or defend legal claims.

Lawful basis: our legitimate interests in protecting Fibreking, our customers, our property and our systems, and compliance with legal obligations where applicable.

Legal and Regulatory Compliance

We may process and retain information where necessary to:

  • comply with tax and accounting requirements;

  • comply with consumer-protection obligations;

  • respond to lawful requests;

  • comply with court orders or regulatory requirements;

  • maintain required business records; and

  • establish, exercise or defend legal claims.

Lawful basis: compliance with a legal obligation and, where applicable, our legitimate interests.

Website Operation and Essential Technologies

We process information necessary to operate our website, shopping basket, checkout, security systems, customer accounts and other functionality requested by users.

Lawful basis: performance of a contract, steps taken before entering into a contract and/or our legitimate interests in operating and securing our ecommerce website.

Where storage or access technologies are strictly necessary to provide a service requested by you, separate cookie consent may not be required where an applicable legal exemption applies.

Analytics

Where permitted and where any required consent has been obtained, we may use analytics technologies to understand how visitors use our website, measure performance and improve our services.

Lawful basis: consent where required and, where applicable, legitimate interests for associated processing where lawful.

Advertising and Personalisation

Where you have provided any consent required by law, we may use information to measure advertising, understand campaign performance and provide more relevant advertising.

Lawful basis: consent where required by applicable privacy and electronic communications law.

You can withdraw or change your consent through the cookie or privacy controls available on our website.

Direct Marketing

Where permitted by law, we may send information about Fibreking products, services and offers.

Depending on the circumstances, we may rely on:

  • your consent; or

  • our legitimate interests where electronic direct marketing is permitted without consent, including where the applicable existing-customer or “soft opt-in” requirements are satisfied.

You can unsubscribe from electronic marketing at any time using the unsubscribe facility contained in the communication or by contacting us.

We will honour valid objections to direct marketing.

6. Our Legitimate Interests

Where we rely on legitimate interests, those interests may include:

  • operating and improving Fibreking;

  • providing effective customer service;

  • protecting our business and customers;

  • preventing and detecting fraud and misuse;

  • securing our website and systems;

  • understanding business performance;

  • maintaining appropriate business records;

  • resolving complaints and disputes;

  • enforcing our contractual and legal rights; and

  • marketing our products where permitted by law.

Before relying on legitimate interests, we consider whether the processing is necessary and balance our interests against the rights, interests and freedoms of the individuals concerned.

7. When Information Is Required

Certain personal information is required to enter into or perform a contract with Fibreking.

For example, we generally need your name, contact information, delivery address and appropriate payment information to process an order.

If required information is not provided, we may be unable to accept or fulfil an order or provide the requested service.

Other information is optional. Where processing depends on consent, you may choose whether to provide that consent and may subsequently withdraw it.

8. Sharing Personal Information

Fibreking does not sell personal information.

We only share personal information where necessary for the purposes described in this Privacy Policy or where required or permitted by law.

We may share personal information with organisations that help us operate Fibreking, provide our website and services, process payments, fulfil customer orders, prevent fraud and comply with our legal obligations.

These may include:

Shopify

Our ecommerce store is powered by Shopify.

Shopify processes information required to provide ecommerce, checkout, account, security, analytics and related services.

Shopify may process personal information in accordance with its own privacy documentation and its contractual arrangements with Fibreking.

Payment Providers

Personal information may be shared with payment processors, banks, card networks and other payment providers where necessary to process or verify payments, prevent fraud, process chargebacks or issue refunds.

Klarna

Where you select a Klarna payment option, information necessary to provide that payment service may be shared with Klarna.

This may include:

  • name;

  • contact information;

  • billing and delivery addresses;

  • order information; and

  • other information required by Klarna to provide or assess the requested payment service.

Klarna may act as an independent data controller for certain processing it performs, including eligibility, payment or credit-related assessments. Klarna's own privacy information will apply to processing for which it is the controller.

Delivery and Logistics Providers

We may provide necessary personal information to our delivery and logistics providers to fulfil orders.

This may include:

  • name;

  • delivery address;

  • telephone number;

  • email address;

  • parcel information; and

  • delivery instructions.

Professional Advisers

Where reasonably necessary, information may be disclosed to accountants, lawyers, insurers, auditors and other professional advisers.

Technology, Security and Fraud-Prevention Providers

We may share information with service providers that host, secure, support or monitor our systems or assist with fraud detection and prevention.

Analytics, Marketing and Advertising Providers

Where applicable and subject to any consent required by law, information may be processed by analytics, marketing and advertising providers to measure website activity, campaign performance or advertising.

Authorities and Legal Disclosures

We may disclose information where reasonably necessary to:

  • comply with applicable law;

  • comply with a court order or other binding legal requirement;

  • respond to a lawful request from a regulator, law-enforcement body or public authority;

  • prevent, detect or investigate crime or fraud;

  • protect the rights, property or safety of Fibreking, our customers or others; or

  • establish, exercise or defend legal claims.

We will not disclose personal information to public authorities merely because it has been requested where we are not legally required or otherwise lawfully permitted to make the disclosure.

9. Google Analytics and Similar Analytics Services

Where enabled and where any required consent has been obtained, we may use Google Analytics or similar analytics services to help us understand website usage and performance.

Such providers may receive information concerning your device, browser, IP address and interaction with our website.

Non-essential analytics technologies will not be intentionally activated before any consent required under applicable law has been obtained.

You can manage or withdraw your choices using the cookie or privacy controls available on our website.

10. Cookies and Similar Technologies

Our website uses cookies and similar technologies.

These technologies may perform functions including:

  • operating the shopping basket and checkout;

  • maintaining website security;

  • remembering customer preferences;

  • enabling account functionality;

  • measuring website performance;

  • understanding website usage; and

  • supporting advertising and marketing where the required consent has been provided.

Strictly Necessary Technologies

Certain cookies and technologies are necessary for our website or a service requested by you to operate.

These may include technologies required for:

  • shopping-cart functionality;

  • checkout;

  • security;

  • fraud prevention;

  • authentication;

  • network management; and

  • remembering privacy choices.

These technologies may be used without consent where the applicable legal exemption applies.

Analytics, Advertising and Other Non-Essential Technologies

Where consent is required by law, we will not intentionally place or access non-essential analytics, advertising or similar tracking technologies on your device before obtaining the required consent.

You can choose whether to accept non-essential technologies through the consent controls made available on our website.

You can also withdraw or change your choices using the available cookie or privacy settings.

Withdrawing consent does not affect the lawfulness of processing that took place before consent was withdrawn.

Some website functionality may be affected if particular technologies are disabled, but refusing non-essential technologies will not prevent you from using essential shopping functionality.

Because the technologies used by Shopify and installed applications can change over time, our cookie consent-management interface or separate Cookie Policy, where provided, should be consulted for current information about individual technologies, their purposes and available choices.

11. Marketing Communications

We may send marketing communications where permitted by law.

You may unsubscribe from marketing emails at any time by:

Where applicable, you may also change marketing preferences through functionality made available through your account or the relevant communication.

Unsubscribing from marketing will not prevent us from sending non-marketing communications that are necessary in connection with an order, account, delivery, return, refund, legal obligation, security issue or customer-service enquiry.

We may retain limited information, such as an email address and suppression status, where necessary to ensure that we continue to respect an unsubscribe or objection request.

12. International Transfers

Some of the service providers used to operate our website and ecommerce services may process personal information outside the United Kingdom.

This may include processing in countries such as the United States, Canada or countries within the European Economic Area.

Where personal information is transferred outside the United Kingdom, we will take steps required by applicable data-protection law to ensure that an appropriate safeguard or lawful transfer mechanism applies.

Depending on the destination and circumstances, this may include:

  • UK adequacy regulations;

  • the UK International Data Transfer Agreement;

  • the UK Addendum to approved standard contractual clauses; or

  • another transfer mechanism permitted by applicable law.

Where required, appropriate transfer risk assessments or other safeguards will be considered or implemented.

Our service providers may also implement their own lawful transfer mechanisms where they act as independent controllers.

You may contact us if you require further information about the safeguards relevant to your personal information.

13. Data Retention

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including satisfying legal, accounting, tax, regulatory, fraud-prevention and dispute-resolution requirements.

The appropriate retention period depends on factors including:

  • the nature of the information;

  • why it was collected;

  • whether we have an ongoing relationship with you;

  • legal, regulatory, tax and accounting requirements;

  • potential or actual disputes;

  • fraud and security considerations; and

  • applicable limitation periods.

Order and transaction records may therefore be retained after an order has been completed where reasonably necessary to comply with legal, tax, accounting or contractual obligations or to establish, exercise or defend legal claims.

Customer-service correspondence may be retained for an appropriate period to maintain records of enquiries, complaints and their resolution and to protect Fibreking and customers in the event of a subsequent dispute.

Marketing information will be retained while appropriate for the relevant marketing purpose or until you withdraw consent or object, subject to retaining limited suppression information where necessary to ensure that we continue to respect your preference.

When personal information is no longer required, we will delete, anonymise or otherwise securely dispose of it where reasonably practicable and required by law.

A request for erasure does not require Fibreking to delete information that we are legally required or otherwise lawfully entitled to retain.

14. Data Security

We take appropriate technical and organisational measures designed to protect personal information against:

  • unauthorised access;

  • unlawful processing;

  • accidental loss;

  • destruction;

  • alteration; and

  • unauthorised disclosure.

Access to personal information is limited to employees, contractors, service providers and other persons who reasonably require access for legitimate purposes.

Where service providers process personal information on our behalf, we take appropriate steps to use providers capable of providing appropriate protection for personal information.

However, no method of transmission over the internet or method of electronic storage can be guaranteed to be completely secure.

15. Automated Decision-Making and Fraud Prevention

We and our service providers may use automated systems to identify potentially fraudulent, suspicious or unauthorised transactions.

This may involve analysing information such as:

  • transaction information;

  • payment information;

  • device information;

  • IP addresses;

  • account activity; and

  • order patterns.

Fibreking does not currently intend to make decisions based solely on automated processing that produce legal effects or similarly significantly affect customers unless the processing is permitted by applicable law and any required safeguards are provided.

Third-party payment providers, including providers of credit or deferred-payment products, may undertake their own automated decision-making, fraud assessments, identity checks or credit assessments as independent controllers.

Their own privacy information applies to processing for which they are responsible.

16. Your Data Protection Rights

Depending on the circumstances and applicable law, you may have the following rights.

Right of Access

You may request confirmation of whether we process your personal information and obtain a copy of relevant personal information.

Right to Rectification

You may ask us to correct inaccurate personal information or complete information that is incomplete.

Right to Erasure

You may ask us to erase personal information where the law provides a right to erasure.

The right to erasure is not absolute.

We may retain information where we have a lawful basis, legal obligation or other lawful reason to retain it.

Right to Restriction

You may ask us to restrict the processing of personal information in certain circumstances.

Right to Data Portability

Where applicable, you may receive certain personal information in a structured, commonly used and machine-readable format and may have the right to have that information transmitted to another controller.

Right to Object

You may object to processing based on legitimate interests in certain circumstances.

You have an absolute right to object to the processing of your personal information for direct marketing purposes.

Right to Withdraw Consent

Where processing is based on consent, you may withdraw that consent at any time.

Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.

Rights Relating to Automated Decision-Making

Where applicable, you may have rights in relation to decisions based solely on automated processing that produce legal or similarly significant effects.

Not every right applies in every circumstance. We may decline or limit a request where applicable data-protection law permits or requires us to do so.

17. Exercising Your Rights

To exercise a data-protection right, contact:

Email: info@fibreking.co.uk

or write to:

Fibreking Limited
Unit C
Monastery Lakes Farm
Stoke Road
Shutlanger
NN12 7FF
United Kingdom

Please provide enough information for us to identify you, locate the relevant information and understand your request.

We may request reasonable information to verify your identity before disclosing, deleting or altering personal information.

Where a request is made on behalf of another person, we may require evidence that the person making the request has authority to act on their behalf.

We will respond within the timeframe required by applicable data-protection law.

Data-protection requests are normally dealt with free of charge. However, where permitted by law, we may charge a reasonable fee or refuse to act on a request that is manifestly unfounded or excessive.

18. Complaints and the Information Commissioner's Office

If you have concerns about how Fibreking handles your personal information, please contact us so that we have an opportunity to investigate and respond.

You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data-protection supervisory authority.

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
United Kingdom

Current information about making a complaint is available directly from the ICO.

Your right to complain to the ICO is not affected by whether you first contact Fibreking.

19. Children's Privacy

Our website is not directed at children and we do not knowingly seek to collect personal information from children for the purpose of selling products to them.

If we become aware that personal information relating to a child has been collected in circumstances where it should not have been, we will take appropriate steps in accordance with applicable law.

If you believe a child has provided personal information to Fibreking inappropriately, please contact us.

20. Third-Party Websites and Services

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

Where you leave our website or interact directly with an independent third-party service, that organisation may process your personal information under its own privacy policy.

Fibreking is not responsible for the privacy practices of an independent third party merely because our website links to or integrates with that third party.

We recommend reviewing the privacy information provided by the relevant organisation before providing personal information to it.

Nothing in this section excludes any responsibility Fibreking has under applicable data-protection law.

21. Business Transfers

If Fibreking or part of its business is sold, reorganised, merged, acquired or transferred, or if we enter into negotiations concerning such a transaction, personal information may be disclosed to relevant professional advisers, potential purchasers, investors or other parties where reasonably necessary and lawful.

Any such processing will be carried out in accordance with applicable data-protection law, including confidentiality and security requirements where appropriate.

Where personal information is transferred to another controller as part of a completed transaction, that organisation will be responsible for its subsequent processing in accordance with applicable law.

22. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect:

  • changes to our website;

  • changes to our services or providers;

  • changes to how we process personal information;

  • changes to applicable law or regulatory guidance; or

  • operational or security requirements.

The current version will be published on our website together with the date of the latest update.

Changes to this Privacy Policy do not create a lawful basis for materially different processing where applicable law requires another lawful basis or fresh consent.

Where required by law, we will bring material changes or new uses of personal information to the attention of affected individuals and obtain consent before the relevant processing begins where consent is required.

23. Contact Fibreking

For questions about this Privacy Policy, requests concerning your personal information or privacy complaints, contact:

Fibreking Limited

Company Number: 13464164
VAT Registration Number: GB 453 8451 78

Unit C
Monastery Lakes Farm
Stoke Road
Shutlanger
NN12 7FF
United Kingdom

Telephone: 01604 969603
Email: info@fibreking.co.uk