Privacy Policy
Last Updated: 15 November 2025
We are committed to protecting the privacy and security of your personal information. This policy explains how we collect, use, store, and disclose your personal information when you use our Website or interact with us. By using our Website, creating an account, placing an order, or otherwise interacting with us online you agree to the terms of this policy.
This policy should be read together with our Terms of Service.
"Personal information" is any information or opinion about an identifiable individual. This includes your name, contact details, payment information, purchase history, and technical data like your IP address.
We collect information in a few different ways:
Information You Provide to Us: When you create an account, place an order, or contact customer service, you provide us with information such as your name, email address, shipping address, and phone number.
Information We Collect Automatically: As you browse our Website, we automatically collect technical information about your device and browsing activity. This includes your IP address, device type, pages visited, and the time you spend on our site. We use cookies and similar technologies to do this.
Information from Third Parties: We may receive information about you from our partners, such as security and payment gateway providers for fraud screening purposes, or from marketing service providers.
We use your personal information to:
- Create and manage your account.
- Process and fulfil your orders in partnership with our Sellers and service providers.
- Communicate with you about your orders, account, and our services.
- Personalise your shopping experience with product recommendations.
- Improve our Website, monitor for security threats, and prevent fraud.
- Send you marketing communications if you have opted in.
- Comply with our legal obligations.
Your payment security is a priority. We use secure, PCI-DSS compliant third-party payment gateways to process all transactions. We do not store your full credit card number on our systems. When you enter your payment details, they are encrypted and sent directly to our payment processor.
To provide our services, we need to share your information with trusted partners. We may disclose your information to:
- Our Sellers: We provide Sellers with the necessary information (like your name and shipping address) to fulfil your order.
- Service Providers: We work with companies that help us run our business, such as IT services and payment gateway providers. We require them to protect your information and use it only for the services they provide to us.
- Legal and Regulatory Authorities: We may be required to share your information with law enforcement or government bodies.
Our service providers and some Sellers are located overseas, which means your information may be transferred to countries like the USA, Europe, and other regions. When we do this, we take steps to ensure your information is protected with a level of security comparable to that required in Australia and New Zealand.
We implement reasonable technical and organisational measures to protect your personal information from misuse, loss, and unauthorised access. We will keep your information for as long as necessary to fulfil the purposes for which it was collected, or as required by law. After that, it will be securely deleted or de-identified.
In the unlikely event of a data breach that is likely to result in serious harm, we are committed to complying with our obligations under the Notifiable Data Breaches (NDB) scheme in Australia and the Privacy Act in New Zealand. We will notify affected individuals and the relevant regulatory authorities as required by law.
You have rights regarding your personal information, including the right to access, correct, or request the deletion of your data. You can also opt-out of marketing communications at any time by using the unsubscribe link in our emails or by contacting us.
To exercise your rights, please contact our Privacy Officer via customerservice@surfstitch.com. We will respond to your request within a reasonable timeframe.
As a marketplace, we connect you with third-party Sellers. When you purchase from a Seller on our Website, we share your information with them for the sole purpose of fulfilling your order. We contractually require our Sellers to protect your data, but they are independent entities with their own privacy obligations. We are not responsible for the privacy practices of Sellers outside of our direct platform interactions.
Our Website is not intended for unsupervised use by individuals under the age of 18. If you are under 18, you must have your parent or guardian’s permission to use the Website and make a purchase, as stated in our Terms of Service. We do not knowingly collect personal information from individuals under 18 without such consent.
If you have any questions about this policy or how we handle your information, please contact us at customerservice@surfstitch.com
If you are not satisfied with our response, you have the right to lodge a complaint with the Office of the Australian Information Commissioner (OAIC) or the New Zealand Privacy Commissioner.
We may update this policy from time to time. The latest version will always be posted on our Website with a "Last Updated" date.
