Privacy policy
PRIVACY POLICY
Moss and Jasper Enterprises PTY LTD (ABN 99 634 683 891) trading as Holly and Ivy ('We', 'Us', 'Our') is committed to protecting your privacy. This Privacy Policy governs your use of the website at https://hollyandivy.com.au and your purchase of goods through any Holly and Ivy sales channel, including online, in store, and at pop-up events. It forms a binding agreement between you and Holly and Ivy. When you interact with Holly and Ivy, including by purchasing our products, attending a pop-up event, or joining our mailing list, you agree to this Privacy Policy. Please read it carefully and contact us at online@hollyandivy.com.au with any questions before using the Site or purchasing through any of our channels.
Holly and Ivy adheres to the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) and complies with the Spam Act 2003 (Cth) in relation to all commercial electronic communications. We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access or disclosure.
1. Your Privacy is Important
We use the information we collect to provide and improve our services across all sales channels. We do not store credit card or debit card information. Please see clause 3.4 for details of how payment information is handled.
2. Anonymity
Where lawful and practicable, you may browse our website without identifying yourself. However, certain features, such as making a purchase, creating an account, or signing up to our mailing list,require you to provide personal information. At pop-up events, you may browse and purchase without providing personal information unless you choose to join our mailing list or request a receipt by email or text.
3. Collection of Personal Information
3.1 We collect and store information you provide through any of our sales channels. Personal information we may collect includes but is not limited to name, shipping and billing address, phone number, email address, purchase history and transaction data, business details (wholesale customers only), and IP address and browsing behaviour (online only).
Some fields are required to complete a purchase or fulfil an order. Others are optional, such as subscribing to our mailing list. Where a field is optional, we will indicate this at the point of collection. If you choose not to provide required information, we may be unable to process your order or provide our services.
3.2 We may collect personal information when you:
Purchase or order a product from us online, in store, or at a pop-up event
- Sign up to our mailing list online, in store, or at a pop-up event
- Create an account on our website
- Engage with us as a wholesale customer
- Interact with us via social media platforms
- Click on or engage with our advertising (including via Meta or Google ads)
- Participate in a competition or giveaway we conduct
- Contact us with a question, complaint, or feedback
- Request a return or exchange, including purchases made at pop-up events
- Share information with us for loss prevention or law enforcement purposes
We may also receive information about you from third parties, including social media platforms and advertising networks such as Meta and Google, where you have engaged with our ads or content on those platforms.
Where personal information is collected in person at a pop-up event, for example, via a sign-up form or point-of-sale system, it is subject to the same protections as information collected online.
3.2A Third-party checkout and shopping apps
Some third-party apps and platforms integrated with our store, such as the Shop app (by Shopify), PayPal, Afterpay, or similar checkout tools may, as part of their own terms, automatically enrol you in their own communications or services when you use them to complete a purchase. This occurs under those platforms' own terms and conditions, not ours, and is outside Holly and Ivy's control. We encourage you to review the privacy policies and notification settings of any third-party app you use during checkout. If you wish to manage or unsubscribe from communications sent by these platforms, you will need to do so directly through them.
3.3 We use your personal information to:
- Provide our products and services to you across all channels
- Process and fulfil your orders, including delivery
- Operate and personalise your experience on the Holly and Ivy website
- Consider feedback and complaints
- Process refunds and exchanges, including for purchases made at pop-up events
- Send you marketing and promotional communications where you have provided express or inferred consent in accordance with the Spam Act 2003 (Cth) (you may opt out at any time)
- Run competitions and giveaways
- Undertake product recalls
- Conduct remarketing and targeted advertising via Meta, Google, and other platforms
- Manage our business and meet our legal and regulatory obligations
- Assist with loss prevention and fraud detection
3.4 Sharing with third parties
We may share your personal information with third-party service providers who assist us in operating our business, including:
- Our e-commerce platform (Shopify) and its associated apps
- Point-of-sale systems used at pop-up and in-store events (including Shopify POS)
- Payment processors (including Stripe, PayPal, and Afterpay where applicable). We do not collect or store your debit or credit card information. All transactions are handled through third-party payment processors. By providing your payment details, you authorise the relevant processor to procure payment from your nominated payment method.
- Delivery and logistics providers
- Email marketing platforms (including Klaviyo)
- Analytics providers (including Google Analytics)
- Advertising platforms (including Meta and Google) for remarketing and audience targeting purposes
We require these providers to handle your information in accordance with applicable privacy laws. We do not sell your personal information to third parties.
3.5 Wholesale customers
If you are a wholesale customer, we collect and use your business contact details, order history, and payment information to manage our wholesale relationship with you. This information may include the name and contact details of individuals within your business. It is used solely for fulfilling wholesale orders, managing accounts, and communicating about our products and services. Wholesale customer data is subject to the same protections as consumer data under this policy.
3.6 Competitions and giveaways
Where you participate in a competition or giveaway run by Holly and Ivy, we collect your personal information to administer the competition, notify winners, and fulfil prizes. This information may be shared with third-party platforms used to run the competition. Competition-specific terms will be made available at the time of entry. Competition data is retained for the duration required to fulfil prizes and meet any applicable legal obligations, after which it is destroyed or de-identified.
3.7 Automated decision-making and personalisation
Some third-party platforms we use, including Shopify and associated apps, may use automated processes to personalise your experience, such as product recommendations based on your browsing and purchase history. Holly and Ivy does not use fully automated decision-making that produces legal or similarly significant effects about individuals.
4. Pixel Tracking and Remarketing
Our website uses pixel tracking technology from Meta (Facebook Pixel) and Google (Google Ads Conversion Tracking and remarketing tags). These pixels collect information about your visit to our website, including pages viewed and actions taken, and may be used to serve you targeted advertising on those platforms after you leave our site.
This information is collected by Meta and Google in accordance with their respective privacy policies.
You can opt out of interest-based advertising by:
Adjusting your ad preferences on Facebook at www.facebook.com/adpreferences
Using Google's Ad Settings at adssettings.google.com
Adjusting your browser settings to block cookies
Using the Digital Advertising Alliance's opt-out tool at www.aboutads.info
4.1 A cookie is a small file placed in your web browser that collects information about your browsing activity. We use cookies for:
- Website traffic analysis (via Google Analytics)
- Improving your website experience
- Remarketing and targeted advertising (via Meta and Google pixels)
- Shopping cart and session functionality
Some cookies are essential for the website to function correctly, including those that enable your shopping cart and checkout. Others are non-essential and are used for analytics and advertising purposes.
4.2 You can manage or decline non-essential cookies through your browser settings. Note that disabling essential cookies may affect the functionality of our website, including the ability to complete a purchase. For opt-out options for interest-based advertising, please see clause 4 above.
4.3 Our website uses Google Analytics to collect information about how visitors use our website, including pages viewed, time spent on pages, and referral sources. Data collected by Google Analytics may be transmitted to and stored on Google servers in the United States. Google Analytics 4 may use data modelling and, where Google Ads is connected, may associate Analytics data with other data held by Google in accordance with Google's own terms. For information on how Google handles this data, please refer to Google's Privacy Policy at policies.google.com/privacy.
4.4 We may also use IP addresses to analyse trends, administer the site, track traffic patterns, and assist with fraud prevention.
4.5 Our website uses cookie and tracking technologies from third-party platforms including Meta (Facebook Pixel), Google Ads, Klaviyo, Shopify, and payment providers such as PayPal and Afterpay. These platforms may set their own cookies in accordance with their respective privacy policies. We encourage you to review the privacy policies of those platforms for further information about how they handle your data.
5. Overseas Disclosure
Some third-party service providers we use may store or process personal information outside Australia, including in the United States, Canada, and other jurisdictions. These include:
- Shopify (e-commerce platform and POS), with servers located primarily in the United States and Canada
- Square (point-of-sale at pop-up events), with servers located in the United States
- Klaviyo (email marketing), with servers located in the United States
- Meta and Google (advertising and analytics), with servers located across multiple international jurisdictions
- Stripe, PayPal, Afterpay (payment processing), with servers located across multiple international jurisdictions
Where personal information is disclosed to overseas recipients, we take reasonable contractual and technical steps to ensure those recipients handle your information in a manner consistent with the Australian Privacy Principles. You acknowledge that despite these steps, overseas recipients are subject to the laws of their own jurisdictions and may be required to disclose your information under those laws. Holly and Ivy remains accountable under the Privacy Act 1988 (Cth) for the acts and practices of overseas recipients to whom we disclose your personal information, except where an exception under APP 8.2 applies.
6. Data Breach Notification
Holly and Ivy is subject to the Notifiable Data Breaches (NDB) scheme under the Privacy Act 1988 (Cth). In the event of a data breach that is likely to result in serious harm to any individual whose personal information is involved, we will:
- Conduct a prompt assessment of the breach
- Notify affected individuals as soon as practicable
- Notify the Office of the Australian Information Commissioner (OAIC)
Notifications will include a description of the breach, the kinds of information involved, and the steps we recommend you take in response. If you believe your personal information held by us may have been compromised, please contact us immediately at online@hollyandivy.com.au.
7. CCTV and Surveillance
Holly and Ivy operates CCTV systems at our warehouse and in-store locations for security and loss prevention purposes. Footage is accessible only to authorised Holly and Ivy personnel and is retained for a limited period before being overwritten or deleted, unless required to be preserved for a specific purpose such as an incident investigation.
Pop-up events and venues at which Holly and Ivy operates may also use CCTV or other surveillance systems. Where these systems are operated by the venue rather than Holly and Ivy, they are subject to the venue's own privacy practices.
If you have any questions about our use of CCTV, please contact us at online@hollyandivy.com.au.
8. Minors
Our website and services are not directed at children under the age of 18. If you believe we have inadvertently collected information from a minor, please contact us at online@hollyandivy.com.au and we will take steps to delete it promptly.
9. How Long We Retain Your Information
We retain your personal information for as long as necessary to fulfil the purposes for which it was collected, including to provide our services, comply with legal obligations, resolve disputes, and enforce our agreements. In general:
- Order and transaction records are retained for a minimum of 7 years in accordance with Australian tax law
- Marketing list data is retained until you unsubscribe or request deletion
- Competition data is retained for the duration required to fulfil prizes and meet legal obligations
- Customer service enquiries and complaint records are retained for 3 years from the date of resolution
- Returns and exchange records are retained for a minimum of 2 years
When your information is no longer required, we will take reasonable steps to destroy or de-identify it securely.
10. Protecting Your Personal Information
We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure. Access is restricted to authorised Holly and Ivy personnel and contractors who are required to treat it as confidential and deal with it in accordance with this policy. We impose equivalent obligations on our service providers and contractors.
If personal information is initially collected in paper form, it will be securely stored until transferred to our electronic systems, at which point the paper record will be destroyed.
11. External Links
Our website may contain links to third-party websites. Holly and Ivy is not responsible for the privacy practices of those sites. We encourage you to read the privacy policy of every third-party website you visit.
12. Accessing and Correcting Your Personal Information
Under the Australian Privacy Principles, you have the right to request access to the personal information we hold about you, and to request corrections if that information is inaccurate, incomplete, or out of date. This applies to information collected through any channel.
To make a request, contact us at:
Phone: (03) 9917 3171
Email: online@hollyandivy.com.au
We will respond within a reasonable timeframe. In some circumstances we may be unable to provide access, for example, where doing so would affect the privacy of others, and we will explain the reason if that is the case.
13. Complaints
If you believe we have breached the Australian Privacy Principles or mishandled your personal information, you may lodge a complaint by contacting us at online@hollyandivy.com.au. Please provide as much detail as possible so we can investigate and respond.
We will acknowledge your complaint promptly and aim to resolve it within 30 days. If you are not satisfied with our response, you may escalate your complaint to the Office of the Australian Information Commissioner (OAIC).
14. Opting Out of Marketing
We will only send you marketing communications where you have consented to receive them. Consent may be express (for example, by ticking a subscription box or signing up to our mailing list) or inferred from your conduct in circumstances where it is reasonable to infer consent, for example, where you have a conspicuous business-related electronic address and the communication is relevant to your business. We will not send marketing communications to customers who have provided their email address solely for the purpose of receiving order-related communications, unless they have separately consented to marketing. All marketing emails include an unsubscribe link. You may withdraw consent at any time by clicking unsubscribe or contacting us.
15. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our business practices, legal obligations, or the services we use. The current version will always be available on our website at https://hollyandivy.com.au, with the date of the last update noted at the bottom of the policy. Your continued use of our website or services following notification of any changes constitutes your acceptance of the updated policy.
16. Governing Law
This Privacy Policy is governed by and construed in accordance with the laws of Victoria and the Commonwealth of Australia. Any dispute arising in connection with this Privacy Policy or our handling of your personal information will be subject to the jurisdiction of the courts of Victoria, Australia.
17. Contact Us
For any enquiries about this Privacy Policy or your personal information:
Phone: (03) 9917 3171
Email: online@hollyandivy.com.au
Privacy Policy last updated: June 2026
The OAIC can be contacted at www.oaic.gov.au or by calling 1300 363 992.