This Privacy Policy applies to the collection, use and other processing of your personal data by Chen Global Foods UK Limited (Company Registered Number 17134006), whose registered office is at 71-75 Shelton Street, London, WC2H 9JQ, United Kingdom, trading as “Mr Chen’s” (“Mr Chen’s”, “we”, “us”, “our”).
Mr Chen’s offers a range of authentic Asian frozen foods, ingredients and meal kits to customers in the United Kingdom.
We have prepared this Privacy Policy to explain how we comply with the UK General Data Protection Regulation (“UK GDPR”), the Data Protection Act 2018, the Data Use and Access Act 2025, and the Privacy and Electronic Communications Regulations 2003 (“PECR”) (together, “UK Data Protection Law”). It sets out how we collect, hold, use and disclose your personal data when you use our website, interact with us, and purchase or enquiry about our products or services.
Chen Global Foods UK Limited is the controller and responsible for your personal data.
What personal data do we collect?
We may collect and hold personal data such as your name, date of birth, phone number, email address, IP address and home address. We may also collect payment information, including card details, and details of products that you have purchased from us.
In some cases, we may collect and hold personal data that is automatically collected through your use of our website including internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform, device ID and other technology on the devices you use to access this website. That may also include information about how you interact with and use our website, products and services.
We may also collect, use and share aggregated data such as statistical or demographic data which is not personal data as it does not directly (or indirectly) reveal your identity. For example, we may aggregate information about how you interact with and use our website, products and services to calculate the percentage of users accessing a specific website feature in order to analyse general trends in how users are interacting with our website to help improve the website and our service offering.
Aggregated data could be obtained from your personal data but is not considered personal data in law as it will not directly or indirectly reveal your identity.
We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health, and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.
How we collect your personal data
We collect your personal data as part of offering or providing our products or services. This includes when you provide it to us via our website, during phone calls, or otherwise via customer dealings or enquiries. Generally, we collect your personal data directly from you, but we may also collect it from:
- Automatic technologies or interactions, using cookies and other similar technologies, as you use and interact with our website (see ‘Cookies’ below).
- Publicly available sources as needed such as Companies House and the Electoral Register, which are based inside the UK.
- Our service providers, such as analytics providers (including Google, based outside of the UK), and third party payment processors or delivery providers (who are based inside the UK).
- Other people or organisations where you have given us consent to do so.
What is our legal basis for using your personal data?
Unlike some other privacy laws, the UK GDPR requires us to identify a specific legal basis for each way we use your personal data, rather than relying on consent alone. We rely on the following legal bases:
- Contract: to take and fulfil your orders, provide our products and services, administer your account or respond to your enquiries, process and deliver your orders and payments, and manage our relationship with you.
Legitimate interests: where it is necessary for our legitimate interests (or those of a third party) to conduct our business and pursue our legitimate interests, for example to prevent fraud and enable us to give you the best and most secure customer experience. We make sure we consider and balance any potential impact on you and your rights (both positive and negative) before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). - Consent: for direct marketing, where consent is required and where a legitimate interest does not apply. For example, we will send you marketing about our products, services, deals and promotions or use non-essential cookies on our website where you have opted in for that marketing (see ‘Direct marketing’ below), or consented to the use of non-essential cookies (see ‘Cookies’ below).
To confirm, we rely on consent only where we have obtained your active agreement to use your personal data for a specified purpose. - Legal obligation: where we need to use or disclose your personal data to comply with the law, including tax, accounting and regulatory requirements.
If you do not provide the personal data we need, we may not be able to fulfil your order, respond to your enquiry, or provide you with our products, services or information.
How do we use your personal data?
As above, we may use your personal data for reasons connected with performance of a contract, if we have your consent, or to comply with our legal obligations, and we have set out above how we use your personal data for those purposes under ‘legal basis’ above.
Additionally, we may also use your personal data for our legitimate interests, which include to:
- run and improve our business or our products and services, keep our records and systems up to date, prevent fraud and keep our website and systems secure.
- communicate with, and send marketing communications and materials to, you which relate to similar products or services to those you have purchased or shown an interest in (subject to your right to object at any time), and where you have not opted out of receiving that marketing (see ‘Direct marketing’ below). This allows us to develop our services, and grow our business.
- understand and study how you use our services. In particular in order to develop our services and grow our business and inform our marketing strategy by conducting customer surveys and monitoring how you interact with us on our website or other contact points..
- use data analytics to improve our website, services, marketing, client relationships and experiences. This allows us to define types of clients for our services, to keep our website updated and relevant, to develop and adapt our website based on how efficient and useful it is for our clients, to develop our business and to inform our marketing strategy.
We may use certain non-personally identifiable information (such as anonymous usage data, IP addresses and browser type) to improve the quality and design of our website and to create new features, promotions, functionality and services. As with aggregated data, such non-personally identifiable information could be obtained from your personal data but is not considered personal data in law as it will not directly or indirectly reveal your identity.
We will only use your personal data for the reasons we collected it, unless we reasonably need to use it for another reason and that reason is compatible with the original purpose. If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.
Please note that we may process your personal data without your knowledge or consent, in compliance with the above legal basis rules, where this is required or permitted by law.
Who do we share your personal data with?
We may disclose your personal data to the Mr Chen’s Group, and to partners, suppliers, distributors and other service providers (such as delivery couriers, payment processors and IT/cloud service providers) who assist us in providing our products or services to you. We may also disclose personal data to professional advisers, regulators, or law enforcement where required or permitted by law.
We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.
International transfers
Mr Chen’s is an international organisation made up of different legal entities (the “Mr Chen’s Group”) and so, if your interactions with Mr Chen’s require interaction with one of our international companies, those companies may need to use, access and store your personal information.
Some of our group companies and service providers are therefore based outside the United Kingdom, including Chen Foods Group Pty Ltd in Australia, which supports our IT systems and customer database.
Where we transfer your personal data to another country outside the UK, we assess whether that country has been deemed (by the UK Information Commissioner’s Office (“ICO”)) to provide an adequate level of protection for personal data. Such determination of an adequate level of protection is referred to by the UK Data Protection Law as an “adequacy decision”.
Where that country does not have an adequacy decision, we put in place appropriate safeguards — such as the UK International Data Transfer Agreement (IDTA) or the UK Addendum to the EU Standard Contractual Clauses — so that your personal data continues to receive a standard of protection that is not materially lower than under the UK GDPR.
The UK does not currently have an adequacy decision in respect of Australia, and as such, for any relevant transfers to our Australian company, we will ensure such safeguards are in place.
You can request further information about these safeguards by contacting us (see ‘How to contact us’ below), and can find out which countries have adequacy decisions on the ICO’s website.
How long do we keep your personal data?
We keep personal data only for as long as necessary for the purpose it was collected, including to meet legal, accounting or reporting requirements. For example, we generally keep order and payment records for 6 years to meet UK tax and accounting obligations, and marketing preference data until you unsubscribe or withdraw consent.
In some circumstances we will anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes, in which case we may use this information indefinitely without further notice to you.
Is your personal data confidential and secure?
We take reasonable technical and organisational measures to keep the personal data we hold secure and to protect it against misuse, loss, unauthorised access, modification or disclosure. We hold personal data in secure systems accessible only to authorised personnel.
We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
Do we use “cookies”?
When you visit our website, we and our service providers may use cookies and similar technologies to operate the site, keep it secure, understand how it is used, and improve it.
Cookies that are strictly necessary for the website to work, for example to remember your cookie preferences, maintain security, and enable core website functions, do not require your consent and cannot be turned off.
For all other (non-essential) cookies, we will tell you about them through our cookie banner when you first visit our website. These cookies are used by default, and you can choose to opt out of some or all of them at any time using our cookie preference tool or your browser settings. If you opt out, we will stop using the relevant cookies going forward.
If you disable or opt out of cookies, please note that some parts of our website may become inaccessible or not function properly.
Direct marketing
We will use your personal information to decide what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you. You will receive marketing communications from us if you have requested information from us, or purchased goods or services from us, and you have not opted out of receiving that marketing (as set out in ‘how we use your personal data’ above).
Where we do not have a legitimate interest to send you related marketing communications, we rely on your consent under PECR and the UK GDPR in order to send you direct marketing.
We collect this consent through a standalone tick-box, kept separate from any other terms you are asked to accept, in line with ICO guidance on valid consent.
Whether we rely on our legitimate interests or you have provided consent, you can withdraw that consent, or ask us to stop sending marketing at any time either by using the unsubscribe link in any marketing email, or by contacting us.
If you withdraw consent, or opt-out, we will stop sending you marketing communications, and will only contact you in relation to any specific transaction you enter into with us.
Your rights
Under UK Data Protection Law, you have the right to:
- access the personal data we hold about you;
- have inaccurate personal data corrected, or incomplete personal data completed;
- have your personal data erased in certain circumstances;
- restrict how we use your personal data in certain circumstances;
- receive a copy of certain personal data you have provided to us, in a portable format;
- object to us using your personal data, including for direct marketing or where we rely on legitimate interests;
- withdraw your consent at any time, where we rely on consent; and
- not be subject to a decision based solely on automated processing that produces legal or similarly significant effects.
We do not currently make any decisions about you based solely on automated processing, without human involvement, that would produce legal or similarly significant effects. If this changes, we will update this Privacy Policy accordingly.
To exercise any of these rights, please contact us using the details below. We will respond within one month, which may be extended in complex cases (we will let you know if this applies).
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it.
We may also contact you to ask you for further information or clarification in relation to your request to speed up our response and ensure we can effectively respond to your request.
Can you remain anonymous or use a pseudonym?
Where practicable, and unless it is impractical or against the law for us to do so, we will let you interact with us anonymously or under a pseudonym. In some cases, if you do not provide certain personal data, we may not be able to provide you with the relevant product, service or information.
Children’s data
Our website is not directed at children and we do not knowingly collect personal data from children under the age of 13. If you believe a child has provided us with personal data, please contact us and we will take steps to delete it.
Using other sites
Our website may contain links to other websites. Unless the other website belongs to us or our group, we are not responsible for the privacy practices of the owners of those websites. We recommend you read the privacy policy of any website that asks you to provide personal data.
Changes to this Privacy Policy
We may need to change this Privacy Policy from time to time. Any changes will take effect once published on our website. We encourage you to review this Privacy Policy periodically.
How to contact us, and how to complain
If you have a question, want to exercise any of your rights, or want to make a complaint about how we handle your personal data, please contact us using the details below. We will review and respond to all queries and complaints.
Email: privacy@chenfoods.com.au
Post: Chen Global Foods UK Limited, 71-75 Shelton Street, London, WC2H 9JQ, United Kingdom
We acknowledge all complaints within 30 days of receipt, will let you know how your complaint will be handled, and will take appropriate steps to deal with your complaint and provide you with an outcome without undue delay.
Please be aware that we may ask you for further details, consult with other parties, and keep records regarding your complaint.
If you are not satisfied with our response, you have the right to lodge a complaint with the UK’s data protection regulator, the Information Commissioner’s Office (ICO):
Website: ico.org.uk Telephone: 0303 123 1113
Last updated: September 2026