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Privacy Policy

Last updated: 29 September 2026

1. Who we are

ember patch is operated by Ember & Co Pty Ltd (ABN 20 702 719 864), based in Melbourne, Victoria. This policy explains how we collect, use, share and protect your personal information when you visit emberpatch.com, buy from us, sign up to our emails or contact us. We handle personal information in line with the Australian Privacy Principles, and for customers in New Zealand, the New Zealand Privacy Act 2020.

2. What we collect

  • Contact and order details: your name, email, phone number, billing and delivery address, and what you order.
  • Payment details: payments are processed by our payment providers. We don't see or store your full card number.
  • Account and subscription details: your login, order history, subscription settings and preferences.
  • Messages: anything you send us by email, our contact form or social media.
  • Reviews and content: reviews, photos or videos you choose to share with us.
  • Device and usage information: your IP address, browser and device type, and how you use our website, collected through cookies and similar technologies.

We don't ask for health information. If you choose to tell us about your health, for example in a message about your cycle, we'll only use it to reply to you and help with your request.

3. How we collect it

We collect information directly from you when you place an order, create an account, sign up to our emails or SMS, leave a review or contact us. We also collect some information automatically when you use our website, and occasionally from service providers who help us run our business, such as our payment and delivery partners.

4. How we use it

  • to process, deliver and support your orders and subscriptions, including returns and refunds
  • to reply to your messages and give you customer support
  • to send you marketing emails or SMS, if you've agreed to receive them
  • to understand how our website is used and to improve our products and service
  • to show and measure our ads on other platforms
  • to prevent fraud and keep our website and customers safe
  • to meet our legal, tax and accounting obligations

5. Marketing

We'll only send you marketing emails or SMS if you've agreed to them. Every message tells you who it's from and includes an easy way to unsubscribe, and you can also email us to opt out at any time. We'll still send you messages about your orders and subscriptions, because they're part of the service.

6. Cookies and similar technologies

Our website uses cookies and similar technologies to keep your cart working, remember your preferences, understand how the site is used and measure our advertising, including advertising tools from platforms such as Meta, TikTok and Google. You can block or delete cookies in your browser settings, but some parts of the website, such as your cart and checkout, may not work properly without them.

7. Who we share it with

We share personal information only as needed to run our business, with:

  • our e-commerce platform, Shopify, which hosts our store and checkout
  • payment providers, to process your payments
  • delivery partners such as Australia Post and couriers, to get your order to you
  • email, SMS, review and subscription tools that help us communicate with you and manage your orders, such as Klaviyo
  • advertising and analytics platforms, to measure and improve our ads
  • our professional advisers, such as accountants and lawyers, and government authorities where the law requires it

We don't sell your personal information.

8. Overseas disclosure

Some of our service providers store or process information outside Australia, including in the United States, Canada and other countries where their servers are located. We choose reputable providers and take reasonable steps to make sure they protect your information.

9. Keeping your information safe

We take reasonable steps to protect your personal information from misuse, loss and unauthorised access, including using secure, reputable platforms and limiting who can access it. No system is completely secure, so please keep your account password private and let us know if you think your account has been misused.

We keep personal information only for as long as we need it for the purposes in this policy, including to meet legal, tax and accounting requirements. After that, we delete or de-identify it.

10. Automated decisions

We don't make decisions about you that significantly affect you using only automated processes. Our platform may automatically flag orders for possible fraud, but a person on our team reviews them before any order is cancelled.

11. Accessing and correcting your information

You can view and update most of your details in your account. You can also email us to ask for a copy of the personal information we hold about you, to correct it, or to delete it. We'll respond within 30 days. We may need to confirm your identity first, and in some cases the law may require or allow us to keep certain information, such as order records for tax purposes.

12. Complaints

If you have a concern about how we've handled your personal information, please email us first and we'll respond within 30 days. If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992. In New Zealand, you can contact the Office of the Privacy Commissioner at privacy.org.nz.

13. Changes to this policy

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.

14. Contact us

hello@emberpatch.com
Trading as Ember & Co
ABN 20 702 719 864

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