Privacy policy

PRIVACY POLICY

Last updated: 23 August 2026

ABOUT THIS PRIVACY POLICY

Soft Tide operates softtide.com.au and its associated online store, products and services.

This Privacy Policy explains how we collect, use, disclose, store and protect personal information when you visit our website, purchase from us, create an account, subscribe to our emails or otherwise communicate with us.

PERSONAL INFORMATION WE COLLECT

Depending on how you interact with Soft Tide, we may collect or process:

  • Contact and order information, including your name, email address, telephone number, billing address, shipping address and order details.
  • Account information, including login details, preferences and settings if you create a customer account.
  • Payment and transaction information, including your chosen payment method, payment confirmation and transaction details. Payments are securely processed by third-party payment providers. Soft Tide generally does not receive or store your complete payment card number.
  • Communications you send to us, including customer service enquiries, order enquiries and photographs you provide in connection with a damaged, defective or incorrect order.
  • Marketing preferences, including whether you have subscribed to or unsubscribed from promotional emails.
  • Device and usage information, including your IP address, browser, device, network information and how you navigate and interact with our website.
  • Information collected through cookies and similar technologies.

HOW WE COLLECT PERSONAL INFORMATION

We may collect personal information:

  • Directly from you when you place an order, create an account, contact us or subscribe to emails.
  • Automatically when you visit or interact with our website.
  • From Shopify and other service providers that assist us in operating our store.
  • From other parties where you have authorised the disclosure or where collection is permitted by law.

HOW WE USE PERSONAL INFORMATION

We may use personal information to:

  • Process payments and arrange the production, fulfilment and delivery of orders.
  • Communicate with you about your order, payment, delivery or customer account.
  • Respond to enquiries and resolve damaged, defective, incorrect or missing orders.
  • Create and manage customer accounts.
  • Operate, maintain, personalise and improve our website and services.
  • Understand how visitors use our website.
  • Detect and prevent fraud, misuse and security incidents.
  • Send promotional emails where you have subscribed or otherwise given permission.
  • Comply with legal obligations and enforce our terms and policies.

HOW WE DISCLOSE PERSONAL INFORMATION

We may disclose personal information to service providers where reasonably necessary to operate our business and provide our services. These may include:

  • Shopify, which hosts and supports our online store.
  • Gelato and other production or fulfilment providers that manufacture and dispatch products.
  • Payment providers, including Shopify Payments, PayPal and other payment methods available at checkout.
  • Postal services, couriers and delivery providers.
  • IT, cloud-hosting, email, marketing, analytics, customer-support, fraud-prevention and security providers.
  • Professional advisers, regulators, courts or law-enforcement agencies where required or permitted by law.
  • Parties involved in a business sale, transfer, merger or restructuring.

We do not sell personal information for money. However, some privacy laws may define certain personalised advertising or data-sharing activities as a “sale” or “sharing”.

Where applicable, you can exercise your data-sharing opt-out choices through:

https://softtide.com.au/pages/data-sharing-opt-out

SHOPIFY

Our store is hosted by Shopify. Shopify collects and processes personal information about your access to and use of our store, including when you browse the website, create an account or make a purchase.

Information submitted through our store is transmitted to and shared with Shopify, its service providers and other third parties that may be located outside Australia or the country where you live.

To provide, protect and improve its services, including enhanced and personalised services, Shopify may use information from your interactions with our store together with information from your interactions with other merchants and with Shopify. In these circumstances, Shopify is responsible for its processing of your personal information.

You can learn more about how Shopify processes customer information in the Shopify Consumer Privacy Policy:

https://www.shopify.com/legal/privacy/consumers

You can submit eligible privacy requests or manage certain choices through the Shopify Privacy Portal:

https://privacy.shopify.com/en

COOKIES AND SIMILAR TECHNOLOGIES

We and our service providers, including Shopify, use cookies and similar technologies to:

  • Operate essential website and checkout functions.
  • Remember your preferences.
  • Understand website traffic and usage.
  • Improve our website and services.
  • Prevent fraud and protect the security of the store.
  • Provide analytics, personalisation or advertising where permitted.

Where available, you can manage non-essential cookies using the cookie banner or privacy controls displayed on our website. You can also adjust cookie settings through your browser, although disabling essential cookies may prevent some website functions from working correctly.

MARKETING COMMUNICATIONS

If you subscribe to our mailing list, we may send you information about Soft Tide products, launches, news or promotions.

You can unsubscribe at any time by using the unsubscribe link in an email or by contacting us. Unsubscribing from marketing will not prevent us from sending essential communications about an order, payment or customer service matter.

INTERNATIONAL PROCESSING

Soft Tide is based in Australia. Shopify, Gelato and some of our other service providers may process or store personal information in countries outside Australia or outside the country where you live.

Privacy and data-protection laws in those countries may differ from those in your location. Where required, we take reasonable steps to ensure that personal information is handled appropriately by the service providers we use.

RETENTION OF PERSONAL INFORMATION

We retain personal information only for as long as reasonably necessary to:

  • Provide our products and services.
  • Maintain transaction and business records.
  • Resolve enquiries, disputes or order issues.
  • Prevent fraud and maintain security.
  • Meet legal, accounting and regulatory requirements.

When personal information is no longer reasonably required, it may be deleted or de-identified, subject to applicable laws and technical limitations.

SECURITY

We use reasonable administrative, technical and organisational measures to protect personal information.

However, no method of internet transmission or electronic storage is completely secure. We cannot guarantee absolute security, and you should avoid sending sensitive information through unsecured communication methods.

YOUR RIGHTS AND CHOICES

Depending on where you live and the laws that apply, you may have rights to:

  • Request access to personal information held about you.
  • Ask us to correct inaccurate or incomplete information.
  • Request deletion of personal information, subject to legal and record-keeping requirements.
  • Object to or request restrictions on certain processing.
  • Withdraw consent where processing is based on consent.
  • Unsubscribe from marketing communications.
  • Opt out of certain data sharing or targeted advertising.
  • Make a complaint about how your personal information has been handled.

We may need to verify your identity before completing a privacy request. Exercising an applicable privacy right will not result in discriminatory treatment.

CHILDREN’S PRIVACY

Our website and products are not directed at children, and we do not knowingly collect personal information from children without appropriate authorisation.

If you are a parent or guardian and believe a child has provided personal information to us, please contact us so that we can review and, where appropriate, delete it.

THIRD-PARTY WEBSITES

Our website may contain links to websites or services operated by other parties. We are not responsible for the privacy or security practices of those parties.

We encourage you to review the privacy policy of any third-party website or service you use.

COMPLAINTS

If you have a question or complaint about how we handle personal information, please contact us using the email address below.

We will review your enquiry and respond within a reasonable period. You may also have the right to contact the relevant privacy or data-protection regulator in your location.

CHANGES TO THIS PRIVACY POLICY

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

The revised policy will be posted on this page with an updated “Last updated” date.

CONTACT US

Soft Tide
Email: info@softtide.com.au
Australia