Privacy

Privacy Policy

Last updated: 20 August 2026

DownUnderWear respects your privacy and handles personal information in accordance with the New Zealand Privacy Act 2020.

This Privacy Policy explains what personal information we collect, why we collect it, how we use and share it, and your rights regarding that information.

Information we collect

Depending on how you use our website, we may collect:

  • Your name.

  • Your billing and delivery addresses.

  • Your email address and telephone number.

  • Your account login and profile information.

  • Details of the products you view, purchase or return.

  • Your order, payment and transaction information.

  • Messages, enquiries, feedback and other communications you send us.

  • Your marketing preferences.

  • Technical information such as your IP address, browser, device type, approximate location and website activity.

  • Information collected through cookies, pixels and similar technologies.

  • Payment, transaction-confirmation or fraud-prevention information supplied by Stripe or PayPal.

  • Delivery and tracking information supplied by NZ Post.

How we collect information

We collect most personal information directly from you when you:

  • Create or use a customer account.

  • Place or pay for an order.

  • Request a delivery, return, exchange or refund.

  • Contact us with an enquiry.

  • Subscribe to marketing communications.

  • Browse or interact with our website.

We may also receive information from our payment, delivery, analytics, advertising and other service providers where necessary to process transactions, provide our services, measure website activity or understand the effectiveness of our advertising.

Why we collect and use information

We may use your personal information to:

  • Create and manage your customer account.

  • Process payments, orders, deliveries, returns and refunds.

  • Confirm your identity and help prevent fraud or misuse.

  • Communicate with you about your orders or enquiries.

  • Provide customer support.

  • Maintain business, tax and transaction records.

  • Operate, secure and improve our website and services.

  • Analyse website traffic and customer interactions.

  • Measure the effectiveness of our marketing and advertising.

  • Show advertising that may be more relevant to your interests.

  • Comply with our legal obligations.

  • Send marketing communications where you have subscribed or otherwise agreed to receive them.

Providing information

You may choose not to provide personal information.

However, if the information is required to process an order, arrange delivery, issue a refund or provide another requested service, we may be unable to complete that service without it.

Payments

Payments made through our website are processed by Stripe or PayPal.

These providers collect and process payment and transaction information to complete payments, prevent fraud and meet their legal obligations.

DownUnderWear receives the transaction information and payment status needed to process your order, maintain our records and assist with refunds or payment enquiries.

Stripe and PayPal handle information under their own privacy policies:

Deliveries

We use NZ Post to deliver and track orders.

We provide NZ Post with the information required to complete delivery, which may include your:

  • Name.

  • Delivery address.

  • Telephone number.

  • Email address.

  • Order and delivery details.

NZ Post handles this information under its privacy policy:

https://www.nzpost.co.nz/about-us/privacy-centre

Email marketing

If you subscribe to our mailing list, we use Mailchimp to store your contact details, manage your subscription and send marketing emails.

Mailchimp may provide information about the delivery and use of those emails, such as whether an email was delivered or opened and whether a link was selected.

You can unsubscribe at any time using the unsubscribe link included in every marketing email.

Unsubscribing from marketing will not prevent us from sending necessary messages about an order, payment, delivery, return or customer-service request.

Mailchimp handles information under its privacy policy:

https://www.intuit.com/privacy/statement/

Google Analytics

We use Google Analytics to understand how visitors find and use our website.

Google Analytics may collect information such as:

  • Your IP address and approximate location.

  • Your browser, device and operating system.

  • The pages you visit and actions you take.

  • The date, time and duration of your visit.

  • The website or advertisement that referred you to us.

  • Online identifiers stored in cookies.

We use this information to analyse website traffic, identify technical issues and improve our website, products and customer experience.

Google may process this information outside New Zealand and may combine it with other information in accordance with its Privacy Policy:

https://policies.google.com/privacy

You can prevent your website activity from being available to Google Analytics by installing Google’s opt-out browser add-on:

https://tools.google.com/dlpage/gaoptout

Meta Pixel

We use the Meta Pixel on our website. This technology helps us understand how people interact with our website after viewing or selecting an advertisement on Facebook or Instagram.

The Meta Pixel may collect information about:

  • Pages and products viewed.

  • Products added to a shopping cart.

  • Purchases and other actions completed on the website.

  • Your IP address, browser and device.

  • Cookies and other online identifiers.

  • Referral and advertising-campaign information.

  • Contact or transaction information transmitted using Meta’s matching technology, where that feature is enabled.

We use this information to measure advertising performance, understand customer activity, create advertising audiences and show advertising that may be more relevant to users of Facebook and Instagram.

Meta may process this information outside New Zealand and may associate it with information held through Facebook, Instagram or other Meta services.

Meta handles information under its Privacy Policy:

https://www.facebook.com/privacy/policy/

You can manage how Meta uses information to show you advertisements through your Facebook or Instagram advertising preferences.

Cookies and similar technologies

Our website uses cookies, pixels and similar technologies. These may include:

  • Essential cookies required for security, customer accounts, shopping carts, checkout and payments.

  • Preference cookies that remember your selections.

  • Analytics cookies used by Google Analytics.

  • Advertising cookies and pixels used by Meta.

  • Email tracking technology used by Mailchimp.

You can control or delete cookies through your browser settings. You may also be able to manage non-essential cookies through the cookie-preference controls displayed on our website.

Disabling essential cookies may prevent parts of the website, including customer-account, shopping-cart and checkout functions, from working correctly.

Who we share information with

We only share personal information where reasonably necessary for the purposes described in this Privacy Policy.

Recipients may include:

  • Stripe and PayPal for payment processing and fraud prevention.

  • NZ Post for delivering and tracking orders.

  • Mailchimp for managing email subscriptions and marketing communications.

  • Google for website analytics and measurement.

  • Meta for advertising measurement, audience creation and relevant advertising.

  • Website hosting, technical-support and information-storage providers.

  • Professional advisers such as accountants, insurers and legal advisers.

  • Government agencies, regulators, courts or law-enforcement bodies where disclosure is authorised or required by law.

  • A purchaser or adviser involved in a proposed sale or restructuring of the business, subject to appropriate confidentiality requirements.

We do not sell your personal information.

Information processed outside New Zealand

Stripe, PayPal, Mailchimp, Google, Meta and some of our other service providers may process or store personal information outside New Zealand.

Where the New Zealand Privacy Act requires it, we take reasonable steps to ensure that an overseas recipient:

  • Is subject to the New Zealand Privacy Act;

  • Provides privacy safeguards comparable to those in New Zealand; or

  • Is otherwise covered by an appropriate legal basis for the transfer.

If we need to rely on your authorisation to disclose information to an overseas recipient that may not provide comparable safeguards, we will expressly tell you this before asking you to authorise the disclosure.

Security

We take reasonable technical and organisational precautions to protect personal information against loss, unauthorised access, misuse, alteration or disclosure.

No method of transmitting or storing information is completely secure.

If a privacy breach occurs that has caused, or is likely to cause, serious harm, we will notify the Office of the Privacy Commissioner and affected individuals as required by law.

Retention

We retain personal information only for as long as it is reasonably required for the purposes for which it was collected, including:

  • Completing transactions.

  • Providing customer support.

  • Resolving disputes.

  • Preventing fraud.

  • Meeting legal, tax and accounting obligations.

When information is no longer required, we will securely delete it or anonymise it where reasonably practicable.

Accessing and correcting your information

You have the right to ask whether we hold personal information about you and to request access to that information.

You may also ask us to correct information that you believe is inaccurate, incomplete or misleading.

If we do not make a requested correction, you may ask us to attach a statement of correction to the information.

Contact us

For privacy questions, complaints, or requests to access or correct your personal information, contact:

Privacy Officer
DownUnderWear
4 Tutoko Place
Aotea
Porirua 5024
New Zealand

Email: [email protected]
Phone: 04 234 8581

If we cannot resolve your concern, you may contact the New Zealand Office of the Privacy Commissioner:

https://www.privacy.org.nz/

Changes to this Privacy Policy

We may update this Privacy Policy when our practices, service providers or legal obligations change.

The latest version will be published on our website with the date it was last updated.