Privacy Policy

At Say The Label, we make clothes meant to be kept - and we take the same care with your personal information as we do with our garments. This policy explains, in plain language, what we collect, why, who we share it with, and the choices you have. If anything here is unclear, we'd genuinely rather you asked us than wondered.

This policy applies to saythelabel.com.au and everything we do around it - your orders, our emails, our advertising, and our customer care. We handle personal information in line with the Australian Privacy Act 1988 and the Australian Privacy Principles (APPs).

In this policy, "we", "us" and "our" mean Say The Label (ABN 83 726 521 689).

The information we collect

Contact and identity details: your name, email address, phone number, shipping and billing addresses, and the account login details you create if you choose to make an account.

Order information: what you bought, your order history, delivery details, and the records we keep for returns and exchanges. We do not store your full card number. Card payments are handled securely by our payment providers (see "How we share your information" below).

Marketing engagement data: whether you've opened or clicked our emails or text messages, your signup preferences, and how you respond to our campaigns, so we can send you fewer, better-targeted messages rather than more.

Device and website usage information: when you visit the site we automatically collect technical information such as your IP address, device and browser type, the pages and products you view, what referred you to us, and timestamps. We collect this through cookies and similar technologies (see "Cookies and tracking" below).

Information you give us directly: anything you share when you contact us for support, leave a review, enter a competition, or interact with us on social media.

We don't seek out sensitive information (such as health information), and we ask that you don't send it to us.

How we collect it

We collect personal information when you:

  • visit and browse our website;

  • create an account;

  • place an order or start a checkout;

  • sign up to our email list or, where offered, our SMS list;

  • contact our customer care team;

  • request a return or exchange;

  • enter a promotion or competition; or

  • engage with our content and ads on platforms like Instagram, Facebook and TikTok.

Most information comes directly from you. Some - like website usage data - is collected automatically through cookies and tracking technologies. We may also receive information from the third parties listed below, such as our payment, analytics and advertising partners.

How and why we use it

We use your personal information to:

  • process and deliver your orders: including taking payment, arranging shipping, and sending order and delivery confirmations;

  • provide customer care: answering your questions and helping with your order;

  • handle returns and exchanges;

  • prevent fraud and keep the store secure: including screening orders for risk;

  • send you marketing: emails and, where applicable, text messages about new arrivals, restocks and offers, but only where you've signed up or bought from us, and always with an easy way to opt out;

  • personalise your experience and our advertising: showing you products and ads more likely to be relevant to you (see "Advertising and analytics");

  • understand and improve our business: through analytics about how the site is used; and

  • meet our legal obligations: including tax, consumer law and responding to lawful requests.

Cookies and tracking

Cookies are small files placed on your device that help the site work and help us understand how it's used. We use a few kinds:

  • Essential cookies that make the site and checkout function.

  • Analytics cookies that tell us how visitors use the site so we can improve it.

  • Advertising cookies, pixels and tags that help us measure and personalise our advertising.

You can control or disable cookies through your browser settings, though some parts of the site may not work as well if you do. Where a consent banner is shown on the site, you can also manage your preferences there.

Advertising and analytics

We advertise on platforms such as Meta (Facebook and Instagram), Google and TikTok, and we measure how well our marketing works. To do this we use tools including:

  • The Meta Pixel and Meta Conversions API (where active), which tell us when actions like a purchase happen, so we can measure our ads and show relevant products to people who've visited us — known as retargeting or remarketing.

  • Website analytics such as Google Analytics (where active), which help us understand site traffic and improve the experience.

These tools may use cookies and may share limited information with the platforms above to match activity and build advertising audiences. You can adjust your ad preferences directly with each platform, and opt out of personalised ads through their settings.

How we share your information

We don't sell your personal information. We do share it with trusted service providers who help us run the business, and only as far as they need it to do their job. These include:

  • Shopify — our ecommerce platform, which hosts the store and processes orders. shopify.com/legal/privacy

  • Payment providers — to process payments securely. Depending on how you pay, this may include Shopify Payments, PayPal, Afterpay, Shop Pay and digital wallets such as Apple Pay and Google Pay. 

  • Klaviyo — our email and SMS marketing platform. klaviyo.com/legal/privacy

  • Meta — for advertising and measurement. facebook.com/privacy/policy

  • Google — for analytics and, where used, advertising. policies.google.com/privacy

  • Shipping and logistics partners — such as Australia Post, to deliver your order. 

  • Our returns platform — Redo Returns to manage returns and exchanges. 

We may also disclose personal information where required by law, to respond to a lawful request, or to protect our rights, customers or business.

Each of these providers has its own privacy policy, and we encourage you to read them.

International data transfers

Say The Label is based in Australia, but some of our service providers store and process information overseas. For example, Shopify, Klaviyo, Meta and Google may process data in countries including the United States. Because we sell internationally through Shopify Markets, your information may also be handled in the region you're shopping from.

Where personal information is sent overseas, we take reasonable steps to ensure it's handled appropriately, but recipients in other countries may be subject to different privacy laws than Australia's.

How we store and protect your information

We take reasonable steps to protect your personal information from misuse, loss, and unauthorised access - including by working with reputable providers like Shopify who maintain their own security measures. No method of transmission or storage is ever completely secure, but we work to keep your information safe and to limit who can access it.

How long we keep your information

We keep personal information only as long as we need it for the purposes described in this policy - for example, to fulfil your order, support you afterwards, and meet our legal and tax obligations. Order records are generally kept for the period required by Australian law. Marketing information is kept until you unsubscribe or ask us to remove it, after which we delete or de-identify it unless we're required to keep it.

Your rights and choices

You can:

  • Access the personal information we hold about you;

  • Correct anything that's inaccurate or out of date;

  • Opt out of marketing at any time — use the unsubscribe link in any email, [reply STOP to any text message], or contact us and we'll take care of it;

  • Ask us to delete your information, where we're not required to keep it.

To make any of these requests, contact us using the details below. We'll respond within a reasonable time, and there's no charge to ask. We may need to verify your identity first to protect your information.

Complaints

If you're concerned about how we've handled your personal information, please contact us first — we'll take it seriously and try to put it right. If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or 1300 363 992.

Customers in the EU and UK

If you're shopping with us from the European Union or the United Kingdom, you may have additional rights under the GDPR or UK GDPR, including rights to access, correct, erase, restrict or object to the processing of your data, and to data portability. To exercise these rights, contact us using the details below. 

Changes to this policy

We may update this policy from time to time to reflect changes in our practices or the law. When we do, we'll post the updated version here and change the "last updated" date above.

Contact us

For any questions or requests about your privacy, contact:

Say The Label (ABN 83 726 521 689) Email: info@saythelabel.com.au