Privacy & Security

Hello Charlie Website Privacy Statement

Hi! You’re here because you want to understand how we handle your personal data. This Privacy Policy explains how your information is collected, used, and shared when you visit or make purchases from www.hellocharlie.com.au (the “Website”). The Website is operated by The Trustee for Ecota Investment Trust, trading as Hello Charlie (ABN: 12 517 985 418).

Any personal data collected through this Website may be gathered by Hello Charlie (referred to as "we," "us," or "our") in accordance with this Privacy Statement. At Hello Charlie, we treat your personal information with respect and integrity—these values are at the heart of our business practices. This Privacy Statement explains how your personal data is managed as you interact with our Website.

We may update this Privacy Statement over time. Changes will be posted on our Website, so please check back periodically. Personal data collected under the current Privacy Statement will be handled according to these terms. Once updated, any newly collected personal data will be subject to the revised Statement.

Certain sections of our Website or specific roles (like employees, agents, contractors) may be subject to additional privacy and data protection provisions. We recommend reviewing those sections as needed. If there’s any conflict between those additional terms and this Privacy Statement, the additional terms will take precedence.

Personal Information We Collect
When you visit our Website, we automatically gather certain details about your device, such as your web browser, IP address, time zone, and some of the cookies installed on your device. As you browse, we also track information about individual web pages or products you view, how you arrived at our Website, and how you interact with it. We call this automatically collected data “Device Information.”

Technologies We Use to Collect Device Information:

• Cookies: Data files placed on your device, often with a unique anonymous identifier. To learn more about cookies and how to disable them, visit http://www.allaboutcookies.org.
• Log Files: These track actions on the Website and record data such as your IP address, browser type, Internet service provider, referring/exit pages, and time stamps.
• Web Beacons, Tags, Pixels: Electronic files that record how you browse the Website.

If you make a purchase or attempt a purchase through the Website, we collect details like your name, billing/shipping address, payment information (including credit card numbers and PayPal email), email address, and phone number. We call this “Order Information.” Our secure server does not store your card details after processing.

Protecting Your Personal Information
The security of your personal data is important to us. When you enter sensitive information (like a credit card number) on our checkout, subscription, or contact forms, we use Secure Socket Layer (SSL) technology to encrypt this data. While we follow industry best practices to protect your information during transmission and storage, no electronic method is 100% secure. We work to safeguard your personal information but cannot guarantee absolute security.

If we encounter issues processing your order, we’ll contact you using the information provided. This data is used only for delivery, billing, and order fulfillment.

If you opt in to receive our newsletter, we may occasionally send you information about specials and new products. If you no longer wish to receive these updates, just click the “unsubscribe” link in any of our emails, and you’ll be removed from our mailing list immediately.

If you’d like to add to an existing order or need a refund, we may ask for your credit card details again. You’re welcome to call us if you prefer not to provide these details when we call you. We never sell or share our customers’ personal information or email addresses.

When we use the term “Personal Information” in this Privacy Policy, we mean both Device Information and Order Information.

How We Use Your Personal Information
We primarily use your Order Information to fulfill orders placed through the Website, which includes processing payments, arranging shipping, and sending invoices and order confirmations. We may also use this information to:

• Communicate with you
• Screen orders for potential risk or fraud
• Notify you if you have items left in your cart
• Provide you with product or service information or advertising, depending on your preferences

We use the Device Information we collect to identify potential risk and fraud (especially via your IP address) and to enhance and optimize our Website. For example, we may analyze how customers browse and interact with our site and measure the effectiveness of our marketing campaigns.

Sharing Your Personal Information
We share your Personal Information with select third parties who help us run our business, as described above. For example, we use Shopify to host our online store—learn more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. If you’d like to access or delete your personal data from Shopify’s records, email us at info@hellocharlie.com.au with your full name, email address, and details of your request.

Your name, credit card details, email, and billing address are securely passed to our payment gateway providers like Shop Pay or PayPal, who require this information to securely process your payments. You can view their privacy policies here:

• Shop Pay: https://www.shopify.com/legal/privacy/app-users
• PayPal: https://www.paypal.com/au/webapps/mpp/ua/privacy-full

We use Klaviyo to send newsletters, follow-up emails, and discount offers. Learn more about Klaviyo’s Privacy Policy here: https://www.klaviyo.com/privacy. If you want access to your personal information in Klaviyo’s records or wish for it to be deleted, email info@hellocharlie.com.au with your full name, email address, and request details.

With your permission, we may share order information with Klaviyo to help track campaigns and deliver offers, discounts, and incentives.

Our Website also integrates with third-party apps and services to streamline shipping, website backups, email subscriptions, customer discounts, incentives, and pre-order information, as well as support marketing efforts. 

If you’d like your data removed from one of our third-party suppliers, please email us at info@hellocharlie.com.au with your full name, email address, and request details.

We may also share your Personal Information to comply with applicable laws and regulations, respond to lawful requests, or protect our rights.

Sharing Anonymous Information
We sometimes collect anonymous data about how visitors use our Website. We also use Google Analytics to understand our customers’ behavior. Learn more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/ and opt out at: https://tools.google.com/dlpage/gaoptout.

Behavioral Advertising
We use your Personal Information to provide targeted ads and marketing communications that may be of interest to you. For more details on how targeted advertising works, visit the Network Advertising Initiative's educational page: http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

Third-party vendors may use cookies, web beacons, and similar technologies to collect or receive information from our Website and use it to measure and target ads based on your previous visits.

• Google’s DoubleClick cookie lets Google and its partners serve ads to you based on your visits. We may use tools such as Google Analytics Remarketing, Display Network Impression Reporting, and Demographics and Interest Reporting. You can opt out of these by visiting Google’s Ads Settings (http://www.google.com/ads/preferences/) and using the Google Analytics Opt-out Browser Add-on (https://tools.google.com/dlpage/gaoptout). Learn how Google uses data from partner sites or apps here: http://www.google.com/policies/privacy/partners.

• Facebook may use your data for advertising based on its Data Use Policy: https://www.facebook.com/about/privacy/. You may opt out of Facebook’s targeted advertising at https://www.facebook.com/ads/website_custom_audiences/.

You can also deactivate cookies by third-party providers by visiting the Network Advertising Initiative’s opt-out page: http://www.networkadvertising.org/choices/ or the Digital Advertising Alliance’s opt-out portal: http://optout.aboutads.info/.

Do Not Track
We do not change our Website’s data collection and usage practices when we detect a Do Not Track signal from your browser.

Your Rights
If you’re a European resident, you have the right to access, correct, or delete your personal information. To exercise this right, please contact us using the details below.

If you’re in Europe, we process your information to fulfill contracts with you (like when you place an order) or to pursue our legitimate business interests. Note that your information may be transferred outside of Europe, including to Australia, Canada, and the United States.

Data Retention
We keep Order Information for our records unless you ask us to delete it.

Changes
We may update this Privacy Policy occasionally to reflect changes in our practices or for operational, legal, or regulatory reasons.

Contact Us
For more information about our privacy practices, if you have questions, or if you’d like to make a complaint, please contact us by email at info@hellocharlie.com.au or by mail at 4/30-31 The Concord, Bundoora, VIC, 3083.

Hello Charlie Marketing Privacy Policy

We’ve created this marketing privacy policy to show our commitment to protecting your personal information in our email marketing efforts.

Why You May Receive an Email from Us
If you’ve received an email from us, it’s because you previously shared your email address to receive information (“opt-in”). You may also receive transactional emails (like order confirmations, shipping info, or account details).

How to Stop Receiving Our Marketing Emails
Each marketing email includes an unsubscribe link. Click it to immediately remove yourself from our mailing list. You cannot unsubscribe from transactional emails as they contain important account and order information.

Collection and Use of Your Information
Our email marketing is permission-based. When you opt in, we collect your name and email address. We never sell, share, or rent your personal information to external parties without your prior written consent or unless required by law. Your details are only accessible to our employees and approved service providers who manage communications on our behalf.

Protecting Your Data
We use accepted security measures to protect against loss, misuse, or alteration of any data we collect.

Use of Web Beacons
Our emails may contain web beacons to measure the effectiveness of our campaigns. If you click on a link in our email, we may record that response to better tailor future messages for you.

Changes to Our Practices
Hello Charlie may update this Marketing Privacy Policy at any time. Updates will be posted here and anywhere else we deem appropriate.

Contact Us
If you have questions about this Policy or believe you’ve received unwanted or unsolicited emails from us, please contact us at info@hellocharlie.com.au or by mail at:

The Trustee for Ecota Investment Trust Trading as Hello Charlie
3/34 Redland Drive, Vermont VIC 3133

Last Reviewed & Updated on 17th December 2024