Privacy policy

Last updated: 28 October 2026

Who we are

Twill Outdoors is a trading name operated by Flynn Grey, a sole trader based in New Zealand. Our postal address is c/o our fulfilment partner Goodlids, 1/90 Mount Eden Road, Mount Eden, Auckland 1024, New Zealand. You can email us about privacy at contact@twilloutdoors.com.

This policy explains what personal information we collect, why we collect it, who we share it with, and the choices you have. We follow the New Zealand Privacy Act 2020.

What we collect

When you order: your name, email address, phone number, delivery and billing addresses, and what you bought. Card payments are handled by our payment providers; we never see or store your full card number.
When you sign up for emails: your email address, and anything else you choose to share.
When you contact us: whatever you send us, such as your name, email and message, and any photos for a warranty claim.
When you leave a review: your name, rating, review and any photos you add.
When you browse: information collected by cookies and similar technology, such as the pages you visit, products you view or add to your cart, your browser and device, your IP address and approximate location, and the site that referred you.

How we use it

To process, pack and deliver your order, and to keep you updated about it.
To help with questions, returns, exchanges and warranty claims.
To send you emails about our products and offers, including our welcome offer, if you've agreed to receive them. Every email has an unsubscribe link.
To ask for, and show, product reviews.
To understand how people use our website and improve it.
To measure and improve our advertising on Facebook and Instagram.
To prevent fraud and keep our store secure.
To meet our legal obligations, such as keeping tax records.

Who we share it with

We share personal information only with the services that help us run Twill Outdoors, and only what they need:

Shopify, which runs our online store and checkout, including payments through Shopify Payments (cards, Apple Pay, Google Pay and UnionPay) and Shop Pay. Shopify also uses information from our store, combined with other Shopify data, to improve its products, personalisation and ad targeting (Shopify Network Intelligence). Shopify's own privacy policy explains this.
Goodlids, our fulfilment partner in Auckland, which packs and sends orders.
Courier and postal services, such as NZ Post and DHL, which deliver orders.
Klaviyo, for email sign-ups, marketing emails and the welcome offer.
Judge.me, for product reviews and review requests after you order.
Meta (Facebook and Instagram), which receives information about visits and purchases through the Meta pixel, to measure and improve our advertising.
Bundler, which applies bundle discounts and uses basic device information.
YouTube, which plays the setup videos on our How it works page and may set its own cookies when you play a video.

We don't sell your personal information for money. Some privacy laws, including those in several US states, treat sharing information with advertising partners such as Meta as a "sale" or "sharing". If you're in one of those states, you can opt out using the "Your privacy choices" link in our website footer, or by emailing us. We may also share information if the law requires it.

Information stored overseas

Some of these services store or process information outside New Zealand, including in Australia, Canada, the United States and Europe. We use established providers that protect personal information under privacy laws or contractual safeguards comparable to New Zealand's.

Cookies and your choices

Cookies are small files that help our website work, remember your cart, and show us how the site is used. Some are set by the services above, for example Shopify, Klaviyo, Judge.me and Meta.

If you're in the European Union, the European Economic Area, the United Kingdom or Switzerland, we'll ask before using cookies for analytics, personalisation or marketing. You can accept, decline or manage your preferences, and change your choice at any time. Everywhere else, you can block or delete cookies in your browser settings, though parts of the site, such as the cart, may not work properly without them.

How long we keep it

We keep order information for as long as we need it to support your order, returns and warranty claims. Because our warranty lasts for as long as you have your hammock, that can be a long time. We also keep records for as long as the law requires, for example seven years for tax. When we no longer need information, we delete it or make it anonymous.

Keeping it safe

We use reputable services with strong security, and we limit access to the people who need it.

Your rights

You can ask to see the personal information we hold about you, and ask us to correct it. Email contact@twilloutdoors.com and we'll respond within 20 working days. If you're not happy with how we've handled your information, please talk to us first. You can also contact the Office of the Privacy Commissioner at privacy.org.nz.

If you live outside New Zealand, you may have extra rights under your local laws, such as the right to ask us to delete your information. Get in touch and we'll help.