PRIVACY POLICY
At Charlie CoCo, we are committed to maintaining your trust by respecting and protecting your privacy. The terms “Charlie CoCo,” “we,” and “us” refer to Charlie CoCo and our parent company, affiliates, and subsidiaries. This privacy policy describes our practices for collecting and using your personal information. By accessing or using our website ("Website"), you agree to this privacy policy. If you do not agree with this policy, we advise that you cease using our Website.
This policy covers all of Charlie CoCo’s consumer-facing operations in Australia.
YOUR RIGHT TO CONTROL HOW YOUR PERSONAL INFORMATION IS USED
In Short: We respect your right to control your personal information. You can:
- Review or request a copy of the personal information we hold about you;
- Ask us to update or correct your personal information if it is inaccurate;
- Request that we delete your personal information;
- Choose not to share your personal information with third parties for certain purposes, including sharing that may be defined as a sale under applicable laws;
- Object to certain uses of your personal information;
- Make decisions about receiving email marketing; and
- Control which cookies you allow us to use when you shop online.
Please note that as we use Shopify as our platform, accounts with order history cannot be deleted, only disabled. This ensures that the account cannot be accessed or used by any party in the future.
If you ask us to delete or stop using your personal information, we may not be able to honor that request if the information is required to process your payments or returns, fulfill your order, or comply with tax, audit or regulatory requirements.
To submit a request for access or deletion of your personal information, please contact us at info@charliecoco.com.au.
TYPES OF INFORMATION WE COLLECT
In Short: We collect various types of information such as your contact and payment details, demographic data, shopping preferences, and information about the devices you use to shop online.
We do not knowingly collect personal information directly from children under the age of 13 (16 in the United Kingdom/European Union) without parental consent. Our websites are general audience sites and are not specifically targeted to or intended for use by children.
We need to collect personal information in order to provide the products and services you request. If you do not provide the information requested, we may not be able to provide you with these products and services.
What information do we collect? We may collect:
- Contact information, such as name, email address, postal address, phone number;
- Payment information, such as credit card number, bank card numbers, and other payment details;
- Order and refund history, including sizing;
- Demographic information, such as age, estimated income, household information, and occupation;
- Information about your interests, preferences, and purchase history;
- Information related to your interactions with us on social media sites, such as Facebook and Instagram;
- Device and browser information including location information, MAC addresses, IP addresses, Cookies, and other online identifiers;
- Any other information that you provide to us.
HOW YOUR DATA IS GATHERED
In a nutshell: As you traverse and engage with our Website, we amass data about you in multiple ways.
DATA YOU SHARE WITH US
Whether you're making a purchase or enrolling in a loyalty scheme, you give us certain information directly.
As you interact with our websites, apps, social media pages, and other offerings, we amass data. This typically involves device-specific information like IP and MAC addresses, plus data gathered via cookies.
We also obtain data about you from external sources like credit card companies and data analytics firms.
After analyzing the data we've collected, we create further information such as your shopping preferences.
INFORMATION YOU GIVE US
ORDERING ONLINE
When buying from our websites or apps, we may request information about your purchase, such as your name, email address, delivery address, contact number, and payment details.
MARKETING CORRESPONDENCE
If you're interested in receiving promotional communications from us, we will require your email address or phone number to send you marketing materials.
INTERACTIONS WITH US
When you reach out to us for customer service issues or other queries, we collect the content of those communications and any additional information about the communication method (phone, SMS, email, chat, or social media platforms). For instance, if you email us, we'll collect your email address; if you text us, we'll collect your phone number, and so on.
PROMOTIONS
Signing up for promotions or contests may necessitate providing specific information such as your name, email, phone number, or postal address.
DATA COLLECTED THROUGH YOUR INTERACTIONS WITH US
WEBSITES AND APPS
When visiting our websites or using our apps, we may collect your device identifier such as an IP address or MAC address, browser and settings information, shopping preferences, and data about your interaction with our websites and other digital products. We gather this information through cookies or web beacons.
INVESTIGATIONS
In relation to inquiries into fraudulent or criminal activities on our websites or apps, we may collect information about you.
EXTERNAL SOURCES
We may also source information from external entities, including joint marketing partners, data analytics firms, public databases, public social media pages, and other third parties we collaborate with.
DATA WE COLLATE AND DERIVE
We may aggregate and/or anonymize personal information so it's no longer identifiable. This generates data for our use, which we may employ and disclose for any purpose. For example, we may determine the percentage of our site users who have a particular telephone area code.
COOKIES AND RELATED TECHNOLOGIES
Briefly: Cookies, tiny bits of computer code, gather data as you browse, and crucially, they enable us to enhance your browsing experience.
Without certain cookies, many websites, including ours, wouldn’t function optimally. They help prevent glitches, display data, rectify bugs, and safeguard our site (and your account). These types of cookies are often called “strictly necessary” cookies. Since they are vital for our site to operate, we don’t provide an option to opt out of these cookies. However, you can remove them using your browser settings, but note that certain features of our site may not be available to you.
Some cookies offer valuable services but aren't strictly necessary for our website to operate. These cookies utilise information about your interactions with us, suggesting clothing and special offers tailored for you. If your shopping is interrupted, they remember your progress and send reminders about the fantastic new outfit you deserve. These reminders might be sent to you via email, on social media, or while you're browsing another website or device. We believe these cookies are beneficial and make shopping with us easier. However, you may think differently. If so, you can choose to opt out of certain cookies using the tools provided on our ecommerce websites. These options may vary by geographic region.
THIRD-PARTY COOKIES AND OTHER TRACKING MECHANISMS
Some content or features on our website, including advertisements, are provided by third-parties such as advertisers, ad networks and servers, content providers, and application providers. These third parties may utilize cookies, web beacons, or other tracking technologies to gather information about your website usage. The collected data could be linked to your personal information or could capture details about your online activities over time and across various websites and services. This data helps them provide targeted (behavioral) advertising or other curated content.
Please note that we don't have control over third-party tracking technologies or their usage. For any queries about targeted advertising or other content, you should reach out to the relevant provider directly. For opting out of receiving targeted advertising from numerous providers, refer to Your Choices.
GOOGLE ANALYTICS & GOOGLE ADWORDS REMARKETING
At Charlie CoCo, we utilize Google Analytics and Google AdWords for remarketing purposes. This implies that we might advertise to previous visitors who didn't complete an action on our site, like making an inquiry using the contact form. This could appear as an advertisement on the Google search results page, or a site in the Google Display Network. Google and other third-party vendors use cookies to serve ads based on your past visits to the Charlie CoCo website.
Both we and third-party vendors, including Google, use first-party cookies (like the Google Analytics cookie) and third-party cookies (like the DoubleClick cookie) to inform, optimize, and serve ads based on your previous visits to our website.
You can opt-out of Google Analytics for Display Advertising and customize Google Display Network ads via your computer settings.
USAGE OF YOUR INFORMATION
In essence: We employ the information collected to manage our business and to provide you with superior products, services, and experiences. Here's how we might use your information:
To deliver products and services: This includes fulfilling your orders, processing your payments, maintaining your account(s), and offering you products and services that may interest you.
To respond to your inquiries or requests, such as when you place an order, call us, make a request or inquiry, participate in a contest or sweepstakes, complete a survey, or provide a comment or feedback.
To customize your experiences with us, including remembering your preferences and interests, customizing the products and services we offer you, facilitating your interactions with our salespeople, tracking your activity and interests on our websites and mobile applications, and enriching your experience on our websites and mobile applications.
To conduct marketing and advertising: This includes sending you marketing and advertising communications, and customizing the marketing and advertising we show you (refer to the "Your Choices" section below for more details).
For analytics: This includes understanding how you use our websites and mobile applications, how you shop with us, and improving our websites and mobile applications.
For business purposes: This includes operating and improving our business, maintaining our records, conducting research, determining your satisfaction with our products and services, detecting and preventing fraud or misuse of our services, and other lawful business activities.
For legal and safety purposes: This includes defending or protecting us, our customers, you, or third parties from harm or in legal proceedings, protecting our rights, our security and the security of our customers and employees, responding to court orders, lawsuits, subpoenas, and government requests, addressing legal and regulatory compliance, and notifying you of product recalls or safety issues.
ANONYMITY
Where feasible, we allow you to interact with us anonymously. However, to perform many of our services and functions, we may need to collect your name and contact information.
HOW WE HANDLE PERSONAL INFORMATION
In Short: We may share your personal information with our associated companies and partners, third-party service providers, promotional collaborators, social media platforms, or with other relevant parties as required for our business operations or to comply with legal requirements.
Non-Personal Information. We reserve the right to share aggregated data or other information that does not personally identify any individual, unrestrictedly.
Personal Information. The personal information that we collect or you provide is shared as outlined in this privacy policy:
Collaboration Among Affiliates. When you supply information to one of our brands, it may be shared with other brands under Charlie CoCo ABN: 33 692 023 317.
Public Interactions. Any comments or interactions you make on our public platforms like our websites, social media sites, blogs, and online reviews are accessible to the wider public.
Social Media Integrations. When you use your social media account credentials or use other social media services with us, your personal information will be disclosed to the respective social media account provider. By doing so, you are giving us permission to share this information, which is governed by the privacy policy of the social media site used to log into your account.
Charlie CoCo Service Providers. Charlie CoCo may engage third parties to provide services to you or us. These services may include managing customer data; executing promotions; distributing marketing communications; conducting surveys; hosting websites; data analysis; payment processing; order fulfilment and shipping; or providing network security, accounting, auditing, and other services. We do not authorize these service providers to use or disclose your information for purposes other than those for which we have retained them.
Partnerships with Third Parties. We may share information with other companies when we collaborate with them to promote our products, services, offers, contests, or other promotions to our customers.
Legal Obligations and Government Agencies. We may disclose information about you if we judge, in good faith, that it's necessary or appropriate to comply with laws or regulations, or in response to a valid subpoena, order, or government request, or to protect the operations, privacy, safety, property or rights of Charlie CoCo or others.
Business Transactions. In case of any potential or actual restructuring, merger, sale, joint venture, assignment, transfer, or other disposition of all or any portion of our business, assets, or stock (including in connection with any bankruptcy or similar proceedings), your personal information may be shared with third parties such as the acquiring entity and its advisors.
Providing Products and Services. We use your information to process, fulfil and communicate with you about your orders, respond to your customer service inquiries, enrol you in rewards and loyalty programs, and to inform you of policy or product changes that may affect you. We do so either to fulfil a contract with you, or to comply with a legal obligation.
YOUR OPTIONS
In Short: We believe in your right to control your personal information. Therefore, we aim to provide you with options concerning the personal information you give us. We've established mechanisms to give you the following control over your information:
Tracking Technologies and Advertising. You have the option to set your browser to refuse all or some browser cookies, or to notify you when cookies are being sent. However, if you disable or refuse cookies, some parts of this site may not function properly or become inaccessible.
Promotional Communications. If you prefer not to have your email address/contact information used by Charlie CoCo to promote our own or third parties’ products or services, you can opt out by unchecking the relevant box located on the Contact Information form during the checkout process. If you no longer wish to receive marketing messages from us, contact us here: info@charliecoco.com.au or simply unsubscribe from the link in one of our email messages or reply “STOP” for SMS. This opt out does not apply to information provided to Charlie CoCo as a result of a product purchase, warranty registration, product service experience or other transactions.
Non-Promotional Communications. Even if you've opted out of receiving marketing or promotional communications from us, we may still contact you for transactional or informational purposes (like customer service). We may also contact you to comply with our legal or other compliance obligations.
Text Marketing and Notifications. By submitting your phone number at checkout or subscribing via our subscription form or a keyword, you agree that we may send you text notifications (for your order, including abandoned cart reminders) and text marketing offers. Text marketing messages will not exceed 30 per month. Your agreement is not a condition for any purchase. If you wish to unsubscribe from receiving text marketing messages and notifications reply with STOP to any mobile message sent from us or use the unsubscribe link we provided you within any of our messages. You understand and agree that alternative methods of opting out, such as using alternative words or requests will not be recognised as a reasonable means of opting out. Message and data rates may apply. For any questions, please text HELP to the number you received the messages from. You can also contact us for more information. If you wish to opt out, please follow the procedures above.
REVIEWING AND MODIFYING PERSONAL INFORMATION
As a valued customer, you have the ability to review and modify your personal information. This can be done by logging into the website and visiting your account's profile page.
To request access to, correct or remove any personal information you've provided us with, you may also send us an email at info@charliecoco.com.au. Please note that we cannot delete your personal information without also deleting your user account. There may be cases where we may not accommodate a request to modify information if we believe doing so would contradict any legal requirement or result in incorrect information.
YOUR RESPONSIBILITIES AND RIGHTS
In certain circumstances, you hold the right to access, rectification, deletion, restriction and objection to processing of personal information, the right to data portability, the right to withdraw any consent at any time without impacting the lawfulness of processing based on consent before its withdrawal, and the right to lodge a complaint with a supervisory authority.
To exercise these rights, please see the contact information under Contact Information.
Unless otherwise stated, it's voluntary to provide personal information when using the platforms. This means that providing this information is not a statutory or contractual requirement, nor is it necessary to enter into a contract. Users are free to opt out of providing such information with no impact on the availability or the functionality of the platforms or services. Where the provision of personal information is mandatory, it will be clearly stated. In such a case, failure to provide the necessary information may result in the platform(s) not working properly or prevent us from providing services to you.
Charlie CoCo does not perform any automated decision-making, including profiling, via or for the platforms or services.
SECURING AND STORING YOUR INFORMATION
Briefly: We've established measures aimed at securing your personal information from unintentional loss and from unauthorized access, use, alteration, and disclosure.
Charlie CoCo operates on a national scale in Australia, and a majority of the personal information we collect is stored in Australia. Your personal information may be subject to the laws of the countries in which it is stored or used. By providing us with any personal information, you understand that your information may be transferred, processed, or stored outside of your country of residence, which may have a different data protection regime from the country in which you reside. In certain circumstances, courts, law enforcement agencies, regulatory agencies, or security authorities in those other countries may be entitled to access your personal information.
RETENTION OF INFORMATION
We will retain your personal information for as long as necessary to deliver our services to you (for example, as long as you maintain an online account with us) or as required to fulfil our own obligations, such as preventing fraud, meeting regulatory requirements, resolving disputes, improving our services, maintaining security, and in each case, in accordance with applicable law. We may hold onto non-personal information that has been sufficiently aggregated or anonymised for a longer period.
INFORMATION SECURITY
We strive to provide a safe and convenient shopping experience. We have implemented numerous technical and organisational security measures to protect you and the personal information we collect. Please note that we will never email you to ask for account information such as your username, date of birth, credit card information, or other personal information. Furthermore, we will never email you with attachments that can be opened. If you receive a suspicious email that appears to be from us, please contact us.
THIRD PARTY SERVICES
We are not responsible for the privacy practices of third parties, such as Facebook, Apple, Google, Microsoft, or any other app developers, social media platforms, operating system providers, wireless or telecommunications service providers, or device manufacturers. Including a link on our services does not imply our endorsement of the linked sites or services.
SENSITIVE INFORMATION
Unless explicitly requested by us, we advise that you avoid sending or disclosing any sensitive personal information (e.g., social security numbers, details related to racial or ethnic origin, political opinions, religion or other beliefs, health status, biometric or genetic characteristics, criminal background, or trade union membership) through our services or to us in any other way.
Third-Party Payment Service
We may provide access to certain third-party payment service processors such as PayPal or Apple Pay. If you choose to use these services, your personal information will be collected by the third-party processor and will be subject to their privacy policy. We have no control over, and are not responsible for, the third party's collection, use, and disclosure of your personal information.
CHANGES TO OUR PRIVACY POLICY
Any updates to our privacy policy will be posted on our website. Please check our Privacy Policy periodically for changes. The date of the last update to our Policy will be posted at the top of the Privacy Policy.
CONTACT INFORMATION
If you have any questions or comments about this privacy policy and our privacy practices, please contact us at:
Attention: Privacy Officer
Charlie CoCo
Email: info@charliecoco.com.au
Please note that our legal department also receives a copy of your message via this email address. We aim to respond to privacy-related communications within 30 days of receipt.
If you are an Australian resident and are not satisfied with our response, you may also lodge a complaint with the Office of the Australian Information Commissioner by telephone: 1300 363 992 or email: enquiries@oaic.gov.au.