1. About This Policy

This Privacy & Data Handling Policy explains how Coco Marlowe collects, uses, stores and discloses personal information when customers visit our website, place an order, contact us, subscribe to marketing, use tracking tools or otherwise interact with our services.

Coco Marlowe handles personal information in accordance with applicable privacy and electronic marketing laws. Where the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) apply, we handle personal information consistently with those requirements.

2. Contact for Privacy Matters

Privacy enquiries, access or correction requests and complaints may be sent to hello@cocomarlowe.com.

3. Personal Information We May Collect

We may collect information including your name, billing and shipping address, email address, telephone number, order details, purchase history, payment-status information, account information, customer-service communications, returns information, device and browser information, IP address, approximate location, website activity, marketing preferences and consent records.

Payment card information may be processed directly by Shopify, Shopify Payments or other payment providers. Coco Marlowe does not necessarily receive or store full payment-card details.

4. How We Collect Information

We may collect information directly from you when you place an order, create an account, submit a form, request support, make a return request, subscribe to marketing or communicate with us.

We may also collect information automatically through cookies, pixels, analytics, fraud-prevention tools and similar technologies, and receive information from service providers involved in payments, fulfilment, shipping, advertising, analytics, customer support and ecommerce operations.

5. Why We Use Personal Information

We use personal information to process payments, fulfil and deliver orders, provide tracking, manage returns and exchanges, prevent fraud, provide customer support, maintain accounts, improve our store, analyse performance, comply with legal obligations and protect our legitimate business interests.

Where permitted and where the required consent or other lawful basis exists, we may also use information for email, SMS or other direct marketing, abandoned-cart reminders, product recommendations, review requests and promotional communications.

6. Fulfilment and International Data Transfers

Where APP 8 applies, Coco Marlowe will take reasonable steps as required by law in relation to cross-border disclosures of personal information.

7. Service Providers

We may disclose or make information available to service providers where reasonably necessary to operate the store. These may include Shopify, payment processors, fraud-prevention providers, fulfilment partners, carriers, shipment-tracking and notification platforms, email and SMS providers such as Klaviyo, customer-support tools, analytics providers and advertising platforms such as Meta.

These providers may process information under their own privacy terms and in locations outside Australia.

8. SMS, Email and Other Marketing

Coco Marlowe will send commercial electronic marketing messages only in circumstances permitted by applicable law. Where consent is required, we will obtain it before sending the relevant marketing communication.

Marketing messages will identify Coco Marlowe or otherwise provide accurate sender information and include a functional method to unsubscribe where required.

Customers may unsubscribe from email using the unsubscribe link provided. For SMS, customers may use the opt-out method specified in the message, which may include replying STOP where supported. Unsubscribe requests will be actioned within the period required by applicable Australian spam laws.

Consent to marketing is not a condition of purchasing goods. Transactional communications relating to an order, payment, delivery, security issue or customer-service case may still be sent where appropriate after a customer opts out of marketing.

9. Abandoned Cart and Tracking Technologies

Our website and marketing systems may use cookies, pixels and similar technologies to recognise when a shopping session or checkout has not been completed and, where permitted, to send reminders or personalise marketing.

These technologies may record pages viewed, products added to cart, checkout activity, device information and related ecommerce events.

10. Telephone Numbers and Mobile Consent

A telephone number may be shared with a fulfilment provider or carrier where reasonably necessary to coordinate delivery.

Marketing consent records are not sold or disclosed to unaffiliated third parties for their own independent marketing merely because a telephone number is required for fulfilment.

11. Cookies and Analytics

Coco Marlowe may use cookies and similar technologies for essential store functions, analytics, personalisation, advertising attribution, fraud prevention and marketing. Browser settings and any privacy controls made available through the site may allow customers to manage certain categories of cookies.

Disabling some technologies may affect store functionality or the accuracy of personalisation and analytics.

12. Data Quality, Security and Retention

We take reasonable organisational and technical steps appropriate to our business to protect personal information against misuse, interference, loss and unauthorised access, modification or disclosure.

No online system can be guaranteed to be completely secure. We retain personal information only for as long as reasonably necessary for the purposes described in this Policy, including order fulfilment, customer support, accounting, fraud prevention, dispute management and legal compliance.

13. Access and Correction

Where applicable, customers may ask to access personal information held about them or request correction of information they believe is inaccurate, out of date, incomplete, irrelevant or misleading.

Requests should be sent to hello@cocomarlowe.com. We may need to verify identity before providing access or making a correction.

14. Privacy Complaints

Privacy complaints should first be sent to hello@cocomarlowe.com with enough detail for us to investigate. We will respond within a reasonable period.

Where the Privacy Act and APPs apply, an individual may also have the right to contact the Office of the Australian Information Commissioner (OAIC) if a privacy complaint is not resolved.

15. Children

Our store is not directed to children. We do not knowingly seek to collect personal information from children who are not legally capable of purchasing our products without appropriate involvement from a parent or guardian.

16. Changes to This Policy

We may update this Policy to reflect changes in our business, technology, service providers or legal obligations. The current version will be published on our website with an updated effective date.

17. Contact

Privacy and data enquiries: hello@cocomarlowe.com.