Privacy policy

Last updated: 17 October 2026

This Privacy Policy explains how Fluffy Puffy (ABN 17 716 797 354), an online store based in Brisbane, Queensland, Australia ("Fluffy Puffy", "we", "us"), collects, uses, shares and protects your personal information when you visit fluffypuffy.com.au, buy from us or contact us. We handle personal information in line with the Australian Privacy Principles.

What we collect

- Contact and delivery details: your name, email address, phone number, and billing and delivery addresses.

- Order details: what you buy, order totals, discount codes used, any optional donation, and returns or refunds.

- Payment details: payments are processed by Shopify Payments and other payment providers (such as PayPal, Shop Pay, Apple Pay and Google Pay). We don't see or store your full card number.

- Account details: if you create an account, your login details and saved preferences.

- Messages and reviews: what you send us through our contact form or email, and any product reviews or photos you choose to submit.

- Device and usage information: your IP address, browser and device type, pages viewed, items added to your cart, and similar information collected through cookies and similar technologies.

You can browse our website without giving us your name, but we need your contact, delivery and payment details to process an order.

How we collect it

We collect information directly from you (for example at checkout, when you create an account, join our email list, leave a review or contact us), automatically through cookies and similar technologies when you use our website, and from our service providers (for example payment and delivery updates).

Why we use it

- to process, fulfil and deliver your order, and to send order and shipping updates;

- to handle returns, refunds, warranty and consumer law claims, and customer service;

- to process optional donations and keep records of them;

- to prevent fraud and keep our website and checkout secure;

- to understand how our website is used and improve it;

- to send marketing emails or texts if you've agreed to receive them, and to show you relevant ads (see below); and

- to meet our legal, tax and accounting obligations.

Who we share it with

We don't sell your personal information. We share it only with service providers who help us run the store, and only as needed for the purposes above:

- Shopify, which hosts our store, checkout and customer data;

- payment providers, to process your payment and prevent fraud;

- our fulfilment partners and their warehouses, which pack and send your order, and delivery carriers such as Australia Post, which deliver it. They receive your name, delivery address, phone number and order details;

- Judge.me, which collects and displays product reviews and sends review request emails after your order;

- analytics and advertising services such as Shopify analytics, Google, Meta (Facebook and Instagram), Pinterest and TikTok, where we use them, to measure visits and sales and show relevant ads;

- email and messaging tools we use to send order updates and, if you opt in, marketing messages; and

- professional advisers and authorities (such as our accountant, the ATO or a court) where needed or required by law.

Our store runs on Shopify. Information collected through our store is stored, controlled and protected by Shopify under its own privacy policy.

Cookies, analytics and ads

We use cookies and similar technologies to keep your cart working, remember your preferences, understand how our website is used and measure our advertising. You can manage cookies through your browser settings or our cookie banner where shown. Blocking some cookies may stop parts of the site, such as the cart, from working properly. You can also manage personalised ads through your Google, Meta, Pinterest or TikTok ad settings.

Marketing

We only send marketing emails or texts if you've agreed to receive them. You can unsubscribe at any time using the link in our emails, by replying STOP to texts, or by contacting us. We'll still send messages about your orders.

Shopify

Our store is hosted by Shopify, which processes personal information to provide and improve its services. Shopify may also use information about your interactions with our store, together with other stores, for its own features (such as Shop Pay and fraud protection). To learn more, see the Shopify Consumer Privacy Policy. You can also make requests about Shopify's use of your information through the Shopify Privacy Portal.

Security and how long we keep it

We take reasonable steps to protect your personal information from misuse, loss and unauthorised access. Access to our store systems is limited and protected. We keep order and transaction records for as long as we need them for the purposes above, including at least 5 years for tax records as required by Australian law. After that, we delete or de-identify them. No method of sending information over the internet is completely secure, so please don't send card details through our contact form or by email.

Access, correction and deletion

You can ask to access or correct the personal information we hold about you, or ask us to delete it (unless we need to keep it, for example for tax records). You can update some details in your account. For anything else, contact us through our contact form. We may need to confirm your identity first, and we aim to respond within 30 days.

Children

Our store is not directed at children, and we don't knowingly collect personal information from children under 16. If you think a child has given us their details, contact us and we'll delete them.

Complaints

If you have a privacy concern or complaint, please contact us first through our contact form. We'll look into it and aim to respond within 30 days. If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or on 1300 363 992.

Changes to this policy

We may update this Privacy Policy from time to time. The updated version will be posted on this page with a new "Last updated" date.

Contact us

For privacy questions or requests, email service@fluffypuffy.com.au or use our contact form, and include "Privacy" in your message.Fluffy Puffy · ABN 17 716 797 354 · Online store based in Brisbane, Queensland, Australia