1. About this policy

Jakob Carter Limited (NZBN 9429049110067) — "we", "us", "our" — operates jakobcarter.com, jakobcarter.co.nz and jakobcarter.com.au.

We comply with the New Zealand Privacy Act 2020 and its 13 Information Privacy Principles. For customers in Australia we also comply with the Australian Privacy Act 1988 and the 13 Australian Privacy Principles.

Questions, requests or complaints: contact@jakobcarter.com

2. What we collect

You give us:

• Name, email address, phone number, billing and delivery addresses
• Payment details, which are processed by our payment providers — we never see or store full card numbers
• Order history, returns and exchanges
• Anything you send us by email, chat, review, competition entry or wholesale enquiry
• Marketing preferences, including SMS consent where you've given it

If you create an account, we hold your email address and saved preferences. Passwords are encrypted by our platform and are not visible to us.

We collect automatically:

• Device, browser, IP address, approximate location and time zone
• Pages viewed, products browsed, cart activity, and how you arrived at our site
• Cookies, pixels, tags and similar technologies

We receive from others:

• Delivery status from our couriers
• Audience and campaign data from advertising platforms
• Fraud and risk signals from payment providers
• Order and review data from marketplaces where you've bought through one

We don't collect sensitive information such as health information, and ask that you don't send it to us.

3. Why we use it

• To take, process, pack and deliver your order, and to handle returns and refunds
• To take payment, and to detect and prevent fraud
• To answer your questions and provide support
• To send you marketing by email or SMS where you've opted in — unsubscribe any time via the link in any message, or reply STOP
• To show you relevant advertising on Meta, TikTok, Google and similar platforms
• To understand how our store is used and improve our products and website
• To run competitions, launches and collaborations
• To meet our legal, tax and record-keeping obligations

We only use your information for the purpose it was collected for, or a directly related purpose you'd reasonably expect.

4. Who we share it with

We share personal information with the service providers who help us run the business:

Purpose	Providers	Where they process data
E-commerce platform, checkout, store search, forms and order documents	Shopify	Canada, United States
Payments	Shopify Payments, Afterpay, PayPal	Australia, New Zealand, United States
Dispatch, labelling and delivery	GoSweetSpot, Post Haste, Aramex, DHL	New Zealand, Australia, international
Email and SMS marketing, and product reviews	Klaviyo	United States
Advertising and audience matching	Meta Platforms, TikTok, Google	United States, Ireland, Singapore
Loyalty and rewards	Smile.io	Canada, United States
Affiliate, creator and partnership marketing	impact.com, Shopify Collabs	United States
Marketplace order syncing	Marketplace Connect	United States
Wholesale and trade accounts	Wholesale Lock, WSH Wholesale Pricing	United States
Business reporting and analytics	Supermetrics, Report Pundit	European Union, United States, India
Accounting and invoicing	Xero	New Zealand, Australia

We also use a small number of tools that support the website's appearance and functionality and do not process customer personal information.

We may also disclose information where the law requires it, to enforce our terms, to protect people's safety, or in connection with a sale or restructure of the business.

We don't sell your personal information.

5. Sending information overseas

Some providers above are based outside New Zealand and Australia. Before disclosing information overseas we take the steps required by Principle 12 of the Privacy Act 2020 and Australian Privacy Principle 8 — including contracts requiring privacy safeguards comparable to those in New Zealand law.

By placing an order you understand your information may be stored and processed in the countries listed above, where privacy laws may differ from those at home.

6. Automated decision-making

Two things happen automatically. Our platform and payment providers score orders for fraud risk, and may flag an order for review — a person always reviews an order before we hold or cancel it. Our marketing and advertising tools also decide automatically which emails, product recommendations and ads you see, based on your browsing and purchase history.

Neither has legal or similarly significant effects on you. If you'd like a decision reviewed, email us.

7. Cookies

We use cookies and similar technologies for essential site functions, analytics and advertising. You can manage or refuse non-essential cookies through our cookie banner or your browser settings. Disabling essential cookies may stop parts of the site working.

We don't currently respond to browser "Do Not Track" signals.

8. How long we keep it

We keep order and transaction records for at least 7 years to meet tax and company record-keeping obligations.

Customer accounts, order history and marketing records are held on our e-commerce and marketing platforms and are retained for as long as we operate those accounts. They are not deleted automatically. If you unsubscribe from marketing we keep a suppression record so we don't contact you again.

You can ask us to delete personal information we're not required to keep — see Your rights below.

9. Keeping it secure

We use encrypted connections, access controls and reputable providers. No system is completely secure, so please don't send us sensitive information by email.

10. If there's a data breach

If we have a breach that has caused or is likely to cause serious harm, we'll notify the Office of the Privacy Commissioner in New Zealand, and the Office of the Australian Information Commissioner where the Notifiable Data Breaches scheme applies, along with anyone affected, as soon as we practicably can.

11. Your rights

You can ask us to:

• give you a copy of the personal information we hold about you
• correct anything that's wrong or out of date
• delete information we're not legally required to keep
• stop sending you marketing
• stop using your information for targeted advertising

Email contact@jakobcarter.com. We'll respond within 20 working days (New Zealand) or 30 days (Australia). We may need to confirm your identity first. There's no charge, and we won't treat you differently for asking.

12. Children

Our store isn't intended for children and we don't knowingly collect information from anyone under 16. If you believe we have, email us and we'll delete it.

13. Complaints

Tell us first and we'll try to fix it. If you're not satisfied:

• New Zealand: Office of the Privacy Commissioner — privacy.org.nz — 0800 803 909
• Australia: Office of the Australian Information Commissioner — oaic.gov.au — 1300 363 992

14. Changes

We'll post any updates to this policy on this page. If the changes are significant we'll let you know by email.