Privacy Policy

Last updated: 6 November 2026

Your privacy matters to us. This policy explains how we collect, use and protect your personal information when you visit our website, buy from us or get in touch. We handle your information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

Who we are

This policy applies to Big Hug Australia Pty Ltd (ABN 42 690 089 644), based in Deniliquin, New South Wales ("Big Hug", "we", "us").

What we collect

Contact details: your name, email, phone number and delivery address.
Order details: what you bought and when. Card payments are handled by Stripe, so we never see or store your full card details.
Details you choose to share: for example your child's age range, or a message you send us.
How you use our website: pages visited, the device and browser you use, and how you found us.
Your marketing choices: whether you've joined our Calm List and which emails you open.

How we collect it

We collect information when you join our Calm List, place an order, contact us, or browse our website and social media. We only collect what we reasonably need.

Cookies, analytics and advertising

Our website uses cookies and similar technology so it works properly and so we can understand what's helpful. We use:

Google Analytics to see how people use the site, such as which pages are visited.
The Meta Pixel and Conversions API to measure our Facebook and Instagram ads and show them to people likely to find them useful. When you sign up or order, we may share a scrambled (hashed) version of your email or phone number with Meta so it can match the action to its ads. Meta can't read the original details.

You can block or clear cookies in your browser settings, and manage ad preferences in your Facebook or Instagram settings. Some parts of the site may not work as well without cookies.

How we use your information

To process, pack and deliver your order, and send you order and tracking emails.
To answer your questions and look after you if something goes wrong.
To send you Calm List emails, if you've signed up.
To improve our website, products and advertising.
To meet our legal and tax obligations.

Emails and messages

If you join our Calm List, we'll send you emails with tips, updates and offers. You can unsubscribe at any time using the link at the bottom of every email. Order and delivery emails are sent whenever you buy, as they're part of your order.

Who we share it with

We only share what's needed with the trusted services that help us run Big Hug:

Our customer management and email platform (HighLevel), where your contact and order details are stored.
Stripe, which processes payments.
2SA, our warehouse in Sydney, which packs and ships your order and passes your address to the delivery company.
Google and Meta, for analytics and advertising as described above.

We will never sell, rent or trade your personal information.

Overseas storage

Some of these services store data outside Australia, including in the United States. We choose providers that protect personal information to a standard consistent with Australian law.

Keeping it safe

We take reasonable steps to protect your information from loss, misuse and unauthorised access. No online service is completely secure, so please let us know straight away if you think something's wrong. We keep information only as long as we need it, including for tax and legal records, then delete it or remove identifying details.

Children's privacy

Our products are designed for children, but our website and emails are for parents, carers and professionals. We don't knowingly collect personal information directly from children under 16.

Accessing or correcting your information

You can ask to see or correct the personal information we hold about you, or ask us to delete it, by emailing [email protected]. We'll respond within a reasonable time.

Complaints

If you're worried about how we've handled your information, email us first and we'll work with you to fix it. If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au.