User Data Deletion Instructions

Flower Sugar Sdn Bhd and Flower Sugar Enterprise (collectively "Flower Sugar", "we", "us", "our") respect your right to control your personal information. This page explains how to ask us to delete the personal information we hold about you, what happens after you make a request, and what information we may need to keep.

This guide should be read together with our Privacy Policy, which describes the categories of information we collect and how we use them.

What information you can ask us to delete

You can ask us to delete the personal information we hold about you, which may include:

  • Order Information — your name, billing and shipping address, email address, phone number, and order history (note: payment card details are handled by our payment processors and are not stored by us in full).
  • Device Information — technical information collected automatically when you browse our website, such as your IP address, browser type, and usage data.
  • WhatsApp Information — your WhatsApp phone number, profile name, and the content of messages exchanged with us through the WhatsApp Business Platform.

How to submit a deletion request

All data deletion requests are handled by email. To make a request:

  1. Send an email to sales@flowersugar.com.
  2. Use the subject line: "Data Deletion Request".
  3. In the body of the email, please include:
    • Your full name;
    • The email address, phone number, and/or WhatsApp number associated with your information, so we can locate your records;
    • Any order number(s) you would like associated records deleted for, if applicable; and
    • Whether you want us to delete all of your personal information, or only specific information (for example, only your WhatsApp messages).

To help protect your account, please send your request from the email address we have on file for you where possible. We may contact you to confirm your identity before we act on a request, so that we do not delete or disclose information to the wrong person.

What happens after you submit a request

  1. Acknowledgement — We will acknowledge your request, normally within a few business days of receiving it.
  2. Identity verification — If needed, we will ask you for information to confirm that the request is genuinely from you.
  3. Processing — Once verified, we will delete the relevant personal information from our active systems. We aim to complete this within 30 days, and will let you know if we need more time.
  4. Confirmation — We will email you to confirm once your request has been completed.

There is no charge for making a deletion request.

Information we may need to keep

We will delete your personal information unless we are required or permitted to keep some of it. For example, we may retain limited information where necessary to:

  • Comply with our legal, tax, accounting, or regulatory obligations (such as keeping transaction records for the period required by law);
  • Resolve disputes, enforce our agreements, or establish, exercise, or defend legal claims; or
  • Prevent fraud and abuse.

Where this applies, we will keep only the minimum information necessary, and we will delete it once it is no longer needed.

Deleting your WhatsApp data and stopping messages

If you only want to stop receiving WhatsApp messages from us, you do not need to delete your data — you can opt out at any time by replying "STOP" to any of our WhatsApp messages, by blocking our number in WhatsApp, or by emailing sales@flowersugar.com.

If you ask us to delete your WhatsApp Information, we will delete the message history and contact details we hold for you on our side. Please note that this does not delete the copy of the conversation stored on your own device or within your own WhatsApp account, and it does not affect data held by WhatsApp/Meta under their own policies.

Third-party services

We use trusted third-party providers to operate our store and communicate with you, including Shopify (our e-commerce platform) and Meta (the WhatsApp Business Platform). When you ask us to delete your information, we will delete the information held in our own accounts and, where applicable, instruct these providers to do the same in line with their capabilities. These providers also process some information under their own privacy policies, and you may need to contact them directly to exercise certain rights:

Contact us

To request deletion of your personal information, or if you have any questions about this process, please contact us at:

Email: sales@flowersugar.com