Privacy Policy

Last updated: 14 September 2026

EcoCocoon respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how we collect, hold, use and disclose your personal information when you visit ecococoon.com.au, purchase from us, communicate with us, subscribe to our marketing or otherwise interact with EcoCocoon.

1. Personal Information We Collect

The personal information we collect depends on how you interact with us and may include:

• your name;
• email address;
• telephone number;
• billing and delivery address;
• order and purchase information;
• payment and transaction information;
• account information;
• communications you send to us, including customer service enquiries, returns, complaints and product reviews;
• marketing preferences;
• information about how you use our website, including your IP address, device and browser information, pages viewed, products viewed, referring websites and interactions with our website and advertising; and
• any other information you choose to provide to us.

We do not receive or store your full credit card details. Payments are processed through our payment providers.

2. How We Collect Personal Information

We may collect personal information when you:

• place an order;
• create an account;
• contact us by email, phone, social media or through our website;
• subscribe to our email or other marketing communications;
• enter a promotion or competition;
• submit a product review;
• interact with our advertisements;
• browse or use our website; or
• otherwise provide information directly to us.

Some information is collected automatically through cookies, pixels and similar technologies when you use our website.

We may also receive information from third-party service providers that assist us in operating our website, processing orders, delivering products, providing marketing or analysing the performance of our business.

3. How We Use Your Personal Information

We may use your personal information to:

• process and fulfil your orders;
• arrange delivery and provide order updates;
• process payments, refunds and returns;
• provide customer service and respond to enquiries;
• manage warranties, faults and complaints;
• maintain and administer customer accounts;
• detect and prevent fraud or misuse;
• send marketing communications where you have agreed to receive them or where otherwise permitted by law;
• invite you to review products or your experience with EcoCocoon;
• personalise your shopping experience;
• understand how customers use our website;
• measure and improve our website, products, marketing and customer experience;
• manage our business and administrative operations;
• comply with our legal, accounting and regulatory obligations; and
• protect our rights and the rights of our customers and others.

4. Marketing Communications

If you subscribe to our marketing communications or otherwise consent to receive them, we may use your contact details to send you information about EcoCocoon products, offers, launches and other news.

We use Klaviyo to assist us with email marketing, customer communications and marketing analytics.

You can unsubscribe from marketing emails at any time by using the unsubscribe link in the email or by contacting us.

Unsubscribing from marketing communications will not prevent us from sending you transactional communications relating to an order, payment, delivery, return or other customer service matter.

5. Reviews

We use Trustpilot and Judge.me to collect and manage customer reviews.

We may provide limited information, such as your name, email address and order information where necessary, to enable Trustpilot and/or Judge.me to send you an invitation to review your experience with EcoCocoon.

Information you choose to include in a public review may be visible to other users in accordance with Trustpilot's own terms and privacy practices.

6. Service Providers and Third Parties

We use trusted third-party service providers to help us operate EcoCocoon.

Depending on how you interact with us, these providers may receive or process personal information on our behalf.

They may include providers involved in:

• ecommerce and website services, including Shopify;
• payment processing, including payment providers made available through our checkout;
• shipping and fulfilment, including Starshipit and delivery carriers;
• international tax, duty and cross-border ecommerce services, including Zonos;
• email marketing and customer communications, including Klaviyo;
• customer reviews, including Trustpilot & Judge.me;
• website analytics and advertising, including Google and Meta;
• information technology, hosting and security services;
• accounting, professional and administrative services; and
• technology and artificial intelligence services, including OpenAI (ChatGPT) and Anthropic (Claude), where these services assist us with activities such as customer service, administration and business operations.

Where we use artificial intelligence tools to assist with customer service, we aim to provide only the information reasonably necessary for the task and avoid providing unnecessary payment, order or other sensitive information.

We may also disclose personal information where required or authorised by law, to respond to lawful requests from government or regulatory authorities, or where reasonably necessary to protect our legal rights.

We do not sell customer personal information as a business model.

7. Shopify

Our online store is hosted by Shopify.

Shopify processes certain information about visitors and customers to provide its ecommerce services to us, including information required to operate our store, process transactions, provide checkout functionality, detect fraud and support the operation of the website.

Shopify may also process information in accordance with its own privacy practices and the services or features you choose to use.

You can learn more about Shopify's privacy practices through Shopify's Privacy Policy.

8. Cookies and Similar Technologies

Our website uses cookies, pixels and similar technologies.

These technologies help us to:

• operate our website and checkout;
• remember your preferences and shopping cart;
• understand how visitors use our website;
• measure website and advertising performance;
• improve our website and customer experience; and
• provide or measure personalised advertising where permitted.

We may use services including Shopify, Google and Meta for analytics and advertising purposes.

You can manage cookies through your browser settings and, where available, through the privacy or cookie controls displayed on our website.

Blocking certain cookies may affect the functionality of some parts of our website.

9. Advertising and Analytics

We use analytics and advertising services to understand how customers interact with EcoCocoon and to measure and improve our advertising.

These services may include Google Analytics, Google advertising services and Meta advertising services.

These providers may use cookies, pixels or similar technologies to collect information about your interaction with our website and advertisements.

Depending on your location and applicable privacy laws, you may be given options to manage or decline certain advertising or analytics technologies through our website's privacy controls.

10. Overseas Disclosure and Processing

Some of the service providers we use operate or store information outside Australia.

As a result, your personal information may be processed or stored overseas, including in the United States, Canada, countries in Europe and other countries in which our service providers or their infrastructure operate.

The countries involved may change from time to time as our service providers change their systems or data-storage arrangements.

Where required, we take reasonable steps in relation to the protection of personal information disclosed overseas.

11. How We Protect Personal Information

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure.

These measures may include appropriate technical, administrative and organisational safeguards.

However, no method of transmitting or storing information electronically is completely secure, and we cannot guarantee absolute security.

12. How Long We Keep Your Information

We retain personal information for as long as reasonably necessary for the purposes for which it was collected and to meet our legal, accounting, taxation, fraud-prevention and business obligations.

Retention periods may vary depending on the type of information and why we hold it.

When personal information is no longer required, we will take reasonable steps to delete, destroy or de-identify it where appropriate and permitted by law.

13. Children's Privacy

EcoCocoon products may be designed for or used by children, but purchases through our website are intended to be made by adults.

We do not knowingly seek to collect personal information directly from children where it is not reasonably necessary.

If you believe a child has provided us with personal information without appropriate consent, please contact us.

14. Accessing or Correcting Your Personal Information

You may request access to personal information we hold about you or ask us to correct information that is inaccurate, incomplete or out of date.

To make a request, contact us at:

Email: hello@ecococoon.com.au

We may need to verify your identity before providing access to or changing personal information.

In some circumstances, we may be permitted by law to refuse access or correction. If this occurs, we will explain our decision where required.

15. Privacy Complaints

If you have a question or concern about how we have handled your personal information, please contact us at:

Email: hello@ecococoon.com.au
Mail: PO Box 239, Salisbury QLD 4107, Australia

Please provide enough information for us to understand and investigate your concern.

We will review your complaint and aim to respond within a reasonable period.

If you are not satisfied with our response, you may be entitled to contact the Office of the Australian Information Commissioner (OAIC).

16. Your Rights in Other Countries

If you live outside Australia, local privacy laws may provide you with additional rights regarding your personal information.

Where those laws apply to EcoCocoon, we will handle requests in accordance with the applicable requirements.

You can contact us at hello@ecococoon.com.au if you would like to make a privacy-related request.

17. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business, technology, service providers, legal requirements or privacy practices.

The current version will be published on our website and the date at the top of this policy will show when it was last updated.

18. Contact Us

If you have questions about this Privacy Policy or how EcoCocoon handles personal information, please contact us:

EcoCocoon
Email: hello@ecococoon.com.au
Mail: PO Box 239, Salisbury QLD 4107, Australia