Privacy policy

Last updated 7 September 2026. This policy is reviewed periodically; if anything here is unclear, ask us before you order.

What we collect

When you place an order: your name, email address, delivery address, phone number for delivery enquiries, and what you ordered. When you email us: whatever is in the email.

We never see your card number. Payment is completed on Stripe's or PayPal's own page, and what comes back to us is confirmation that a payment succeeded.

Why we hold it

To pack and send your order, to email you a receipt and a tracking number, to answer you if you write to us, and to keep the tax records we are required to keep.

Who else sees it

• The payment provider, Stripe or PayPal, which processes the payment.
• The courier carrying the parcel: New Zealand Post, FedEx, UPS or DHL.
• The email provider that sends your confirmation.
• The warehouse that picks and packs the order.

We do not sell your details and we do not pass them to anyone else for marketing.

Checkout records

We save the contact details, delivery address and basket you submit when starting payment. This lets us reconcile payment and recover an interrupted checkout. A checkout record is only marked paid after confirmation from the payment provider.

Support chat and feedback

Our IntellextAI chat widget and shared support form process the information you choose to submit so our support team can respond. The form is hosted by our group’s Marketing Command Centre. These services may process information outside New Zealand. Do not submit payment-card details or other sensitive information through chat or feedback.

Analytics

This site uses Google Analytics 4 to count visits and see which pages people read. That is aggregate measurement rather than anything tied to your name.

How long we keep it

Order records for seven years, which is how long tax records must be kept in New Zealand. Support emails for two years.

Your rights under the Privacy Act 2020

You can ask what personal information we hold about you and ask us to correct it. Email theteam@fluffee.co.nz and we will answer within 20 working days.

If you are not satisfied with how we handle it, you can complain to the Office of the Privacy Commissioner at privacy.org.nz.

Who you are dealing with

The Fluffee Company New Zealand, a division of BuyFactory Direct Pty Ltd, a wholly owned subsidiary of Caruso Consulting Co Ltd, 8 Commerce Street, Auckland CBD, Auckland 1010, New Zealand. Email theteam@fluffee.co.nz.