Privacy policy

PRIVACY POLICY

Last updated: April 2026

1. About This Policy Old Soul Haven ("we", "us", "our") is committed to protecting your personal information. This Privacy Policy explains how we collect, use, store, and share your information when you shop with us online or in store. We operate in accordance with the New Zealand Privacy Act 2020.

If you are located in Australia, the United Kingdom, or the United States, additional privacy laws may apply to you. We are committed to handling your data responsibly regardless of your location.

2. Information We Collect We may collect the following personal information:

  • Contact details: name, email address, phone number, and physical address
  • Order information: purchase history, billing and shipping details
  • Payment information: payment is processed securely through Shopify Payments. We do not store your full card details
  • Account information: if you create an account with us, we store your login and preferences
  • In-store information: if you collect an order in store or make an in-store purchase, we may collect your name and contact details
  • Communications: any messages or enquiries you send us
  • Technical data: IP address, browser type, device information, and cookies when you visit our website
  • Marketing preferences: whether you have opted in to receive marketing communications from us

3. How We Collect Your Information We collect information:

  • When you place an order online or in store
  • When you create an account on our website
  • When you sign up for our newsletter or marketing emails
  • When you contact us with an enquiry
  • When you interact with our social media pages (Instagram, Facebook)
  • Automatically through cookies and tracking technologies when you browse our website

4. How We Use Your Information We use your personal information to:

  • Process and fulfil your orders
  • Communicate with you about your order, including dispatch and pickup notifications
  • Respond to your enquiries and provide customer support
  • Send you marketing communications where you have opted in
  • Improve our website, products, and services
  • Comply with our legal obligations
  • Prevent fraud and maintain security

5. Cookies & Tracking Our website uses cookies and similar tracking technologies to improve your browsing experience and analyse site traffic. This includes:

  • Essential cookies required for the website to function
  • Analytics cookies to understand how visitors use our site
  • Marketing cookies to deliver relevant advertising (including via Meta/Facebook and Instagram)

You can manage your cookie preferences through your browser settings. Please note that disabling certain cookies may affect the functionality of our website.

6. Third-Party Services We use trusted third-party services to operate our business. These providers may have access to your personal information only as necessary to perform their services:

  • Shopify — our e-commerce platform (privacy policy at shopify.com/legal/privacy)
  • Shopify Payments — payment processing
  • Klaviyo — email and SMS marketing
  • Judge.me — product reviews
  • Meta (Facebook & Instagram) — social shopping and advertising
  • Google — analytics and advertising

Each of these providers has their own privacy policy governing how they handle your data. We encourage you to review their policies.

7. Marketing Communications We will only send you marketing emails or SMS messages if you have opted in. You can unsubscribe at any time by clicking the unsubscribe link in any marketing email or by contacting us directly. Opting out of marketing will not affect transactional communications related to your orders.

8. Sharing Your Information We do not sell your personal information. We may share your information with:

  • Third-party service providers as listed above
  • Courier and freight companies to fulfil your delivery
  • Legal or regulatory authorities where required by law

9. International Data Transfers Some of our third-party providers are based outside New Zealand and may process your data in other countries, including the United States and the European Union. We take reasonable steps to ensure your data is handled securely and in accordance with applicable privacy laws.

10. Data Retention We retain your personal information for as long as necessary to fulfil the purposes outlined in this policy, or as required by law. Order records are typically retained for a minimum of 7 years for accounting and legal purposes.

11. Your Rights Under the New Zealand Privacy Act 2020, you have the right to:

  • Access the personal information we hold about you
  • Request correction of inaccurate information
  • Ask us to delete your information (subject to legal obligations)
  • Withdraw consent for marketing at any time

If you are based in the UK or EU, you may have additional rights under UK GDPR or the EU GDPR, including the right to data portability and the right to object to processing.

To exercise any of these rights, please contact us via our website or in store.

12. Security We take reasonable steps to protect your personal information from unauthorised access, loss, or misuse. Our website is hosted on Shopify's secure platform. However, no method of transmission over the internet is completely secure, and we cannot guarantee absolute security.

13. Children's Privacy Our store is not directed at children under the age of 16. We do not knowingly collect personal information from children.

14. Changes to This Policy We may update this Privacy Policy from time to time. Any changes will be posted on this page with an updated date. We encourage you to review this policy periodically.

15. Contact Us & Complaints If you have any questions about this Privacy Policy or how we handle your personal information, please contact us via our website or visit us in store.

If you believe we have breached your privacy rights, you may also contact the New Zealand Privacy Commissioner at www.privacy.org.nz.