Privacy policy

At Marlow & Claire, we respect your privacy and are committed to protecting the personal information you share with us when you shop at our store or contact our support team. This policy explains what information we collect, how we use it, and the rights you have over it. We handle personal information in line with the New Zealand Privacy Act 2020 and its Information Privacy Principles.

Information we collect

When you place an order, create an account or contact us, we may collect:

Contact details: your name, delivery and billing address, email address and phone number.
Order information: the products you buy, your order history and delivery preferences.
Payment information: your payment method and transaction details, processed securely by our payment providers. We do not store full card numbers on our own systems.
Technical information: device information, IP address and browsing activity collected through cookies and similar technologies.

How we use your information

To process, fulfil and deliver your orders, including returns and refunds.
To provide customer support and respond to your enquiries.
To send order confirmations, shipping updates and other service messages.
To meet our legal, tax and accounting obligations.
To detect and prevent fraud and keep our store secure.
To improve our website and, if you have agreed to it, to send you marketing emails. You can unsubscribe at any time.

Sharing your information

We never sell your personal information. We share it only with trusted service providers who help us run our store, and only as far as they need it to do their job:

Payment processors, to handle transactions securely.
Shipping and logistics partners, to deliver your orders.
Website, hosting and analytics providers, to maintain and improve our site.

Some of these providers, and our company, are located outside New Zealand, including in the United States. When your information is sent overseas, we take reasonable steps to make sure it is protected in a way that is comparable to the protections of the New Zealand Privacy Act. We may also disclose information where the law requires it or to protect our legal rights.

Cookies

Our website uses cookies and similar technologies to keep your shopping cart working, remember your preferences, analyse site traffic and, where you agree, support marketing. You can manage or turn off cookies in your browser settings, but some parts of the store may not work properly without them.

How long we keep your information

We keep personal information only as long as we need it for the purposes in this policy. Order and transaction records are kept for the period required by tax and accounting law. When information is no longer needed, we securely delete or anonymise it.

Security

We use reasonable technical and organisational safeguards to protect your personal information from loss, unauthorised access, use or disclosure, including encryption of payment data in transit and restricted access to personal information.

Your rights

Under the Privacy Act 2020 you have the right to:

Access the personal information we hold about you.
Ask us to correct information that is inaccurate, incomplete or out of date.
Ask us to delete information we no longer need to keep.
Opt out of marketing at any time.

To make a request, email us at the address below. We may need to confirm your identity first, and we will respond within 20 working days as the Privacy Act requires. If you are not satisfied with how we handle your request or your information, you can complain to the Office of the Privacy Commissioner (privacy.org.nz).