Privacy policy

How Hello Merch collects, uses and looks after your personal information.

Who we are

HM Merch Pty Ltd trading as Hello Merch (ABN 91 687 562 670), Unit 1, 5 Plaza Parade, Maroochydore QLD 4558.

What we collect

Contact and delivery details: your name, organisation, email, phone and addresses.
Your order: the products, sizes and artwork you choose, quotes, orders and our messages with you.
Your logo: the files you upload, so we can show your logo on products and print your order.
Payments: handled by our payment provider. We don’t see or keep your full card number.
How you use the site: pages viewed, searches and device information, through cookies and analytics.
Visit recordings: we record how visits to the site go (pages, clicks, scrolling, and the prices and delivery shown) to find and fix what makes the site hard to use. We never record what you type, only which box you used, and we don’t record visits under 5 seconds. Recordings are kept for 90 days.

Kept in your browser

The logo you upload, the cart you’re building and the details you type at checkout (never card details) are kept in your own browser so they’re still there when you come back. “Not you? Clear details” in the cart removes them. They reach us only when you ask for a quote, save a cart or place an order.

How we use it

To quote, make and deliver your order, and to talk to you about it
To send a cart you saved, or a reminder when it may be time to reorder. Every reminder has an unsubscribe link, or you can unsubscribe here.
If you arrive from one of our emails, to recognise you on that device so we can help with a cart you leave
To improve the site and our advertising, and to prevent fraud
To meet our legal obligations

Who we share it with

Our production partner and suppliers, who receive your artwork, order and delivery details to make and send your order
Couriers, to deliver it
Google, when you type your delivery address at checkout: the address you type is sent to Google Maps to suggest matching addresses, and nothing else about you
Our payment provider, website host, email and analytics providers, to run the site
Advertising services such as Google and Meta (Facebook and Instagram), to measure and improve our ads. If you’ve agreed to our emails, we may give them a scrambled (hashed) copy of your email address so we can show you our ads, or leave you out of them. Unsubscribing stops this too.

Some of these providers store information outside Australia, including in the United States. We never sell your information.

Marketing

We only send marketing emails if you’ve agreed to them, and every one has an unsubscribe link. We action unsubscribes within 5 business days. Order and account emails still come while you have an order with us.

Your rights

You can ask to see, correct or delete the information we hold about you. Email hello@hellomerch.com.au or call 1300 851 626. We may need to check it’s you first.

Complaints

Please contact us first. If you’re not happy with our answer, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au.

Last updated 8 November 2026.