Raglan Roast Customer Privacy Statement

Last updated: 1 October 2026

Raglan Roast takes the privacy of our customers seriously.

This Customer Privacy Statement explains how Raglan Roast Limited collects, uses, stores and shares personal information through the parts of our business that sit outside, or alongside, our Shopify online store — including our physical cafés, phone and customer service channels, coffee subscriptions and order fulfilment.

It supplements, and should be read alongside, the Privacy Policy available on our website, which is generated and maintained through Shopify and explains how personal information is handled when you visit and use our online store, checkout and related Shopify services.

For the purposes of this statement, “Raglan Roast”, “we”, “us” and “our” mean Raglan Roast Limited.

1. How we may collect your information

Most everyday café purchases can be made without giving us your name or contact information.

However, we may collect personal information when you:

• place or manage an online order;

• create or manage a coffee subscription;

• contact us by phone, email, website form or another customer service channel;

• ask one of our café teams for help with an order, account or subscription;

• arrange an order, collection or delivery with one of our stores;

• request a refund, credit or replacement;

• make a complaint or raise a customer service issue;

• enter a competition, promotion or survey;

• sign up to receive communications from us;

• provide information in relation to an incident or enquiry; or

• otherwise choose to provide personal information to us.

Depending on the situation, this may include your:

• name;

• email address;

• phone number;

• billing or delivery address;

• order and purchase history;

• subscription details;

• transaction or refund information;

• communications with us;

• complaint or customer-service history;

• delivery instructions; and

• other information you choose to provide.

Our Shopify Privacy Policy separately explains information collected automatically when you use our website, including device, usage, cookie and online-shopping information.

2. Phone, email and in-store enquiries

If you contact Raglan Roast by phone, email, contact form or through one of our cafés, our team may collect information that is reasonably necessary to help you.

For example, we may ask for your name, email address, phone number or order details so that we can locate an order, confirm who we are speaking with, resolve an issue or contact you again.

Relevant information from a conversation may be recorded in an approved Raglan Roast system so that our team can manage and follow up your enquiry.

Where appropriate, we may ask reasonable questions to verify your identity before providing access to, discussing or changing information associated with a customer account, order or subscription.

What we won't ask you for

Raglan Roast team members should not ask you to provide:

• your account password;

• your Shop Pay password;

• a banking password or PIN;

• a multi-factor authentication or verification code; or

• your full payment card details through ordinary email, messaging or customer-service channels.

If a team member is helping you place or manage an online order, you may be asked to enter payment or account information yourself through the appropriate secure service.

3. Customer service and Gorgias

We use Gorgias to help our team manage customer enquiries.

When you contact us, relevant customer and order information may be available to authorised Raglan Roast staff through Gorgias.

This can include information such as your:

• name and contact details;

• messages and previous communications with us;

• Shopify order information;

• subscription information;

• delivery information; and

• notes reasonably necessary to manage your enquiry.

This helps our team understand the history of an enquiry and avoids asking you to repeat information unnecessarily.

Raglan Roast staff may access customer information only where they have a legitimate work reason to do so.

4. Coffee subscriptions and Recharge

We use Recharge to help operate our recurring coffee subscription service.

If you create or manage a subscription, relevant information may be processed between Raglan Roast, Shopify, Recharge and the applicable payment provider.

This may include information required to:

• create and maintain your subscription;

• schedule recurring orders;

• process recurring charges;

• manage delivery details;

• skip, pause, change or cancel subscriptions;

• manage failed payments;

• provide subscription notifications; and

• provide customer support.

Recharge and our payment providers use secure payment processes and tokenised payment information to support recurring transactions. Raglan Roast staff do not need access to your full card number to manage your subscription.

5. Payments and Shop Pay

Payments made through our online store are handled using Shopify and the payment services available through our checkout, which may include Shopify Payments and Shop Pay.

If you choose to use Shop Pay, Shopify may hold information you have chosen to save with that service, such as your contact, shipping and payment information.

Shop Pay is a Shopify service and Shopify's handling of that information is covered by its own privacy terms as well as the Shopify-related disclosures in our website Privacy Policy.

Raglan Roast may receive information needed to manage an order or transaction, such as payment status, payment method and limited payment details.

6. Delivery and couriers

We use NZ Post and may use other courier, freight or delivery providers from time to time.

When we send an order to you, we may provide the delivery company with information reasonably necessary to deliver and track your parcel, including:

• your name;

• delivery address;

• email address;

• phone number;

• parcel or order reference; and

• delivery instructions.

Delivery providers may also communicate directly with you about tracking, delivery instructions or delivery problems.

7. Why we use your information

We use personal information only where we have a legitimate business purpose or are otherwise permitted or required to do so.

This can include using information to:

• process and fulfil orders;

• operate coffee subscriptions;

• arrange deliveries;

• provide customer service;

• respond to questions and complaints;

• process refunds, replacements and credits;

• maintain customer and transaction records;

• verify identity or authority where appropriate;

• investigate unusual transactions, suspected fraud or misuse;

• investigate privacy, security or customer-service incidents;

• protect our customers, staff and business;

• improve our systems, service and customer experience;

• meet accounting, tax, legal and regulatory obligations; and

• exercise or protect our legal rights.

We will not use personal information for an unrelated purpose unless you have authorised us to do so or the use is otherwise permitted or required by law.

8. When we may share information

We do not disclose customer information simply because someone asks us for it.

We may share personal information where reasonably necessary with organisations that help us provide our products and services, including:

• Shopify;

• Shopify Payments and Shop Pay;

• Recharge;

• Gorgias;

• NZ Post and other delivery providers;

• payment processors;

• IT, hosting and technology providers;

• professional advisers; and

• other service providers working on our behalf.

We may also disclose information where:

• you have authorised us to do so;

• it is reasonably necessary to fulfil your request;

• we need to investigate or prevent suspected fraud or unlawful activity;

• it is necessary to protect a person, Raglan Roast or our legal rights; or

• disclosure is authorised or required by law.

Some of the technology providers we use operate or store information outside New Zealand. Where New Zealand privacy law applies, Raglan Roast remains responsible for meeting its obligations in relation to personal information and will take reasonable steps to ensure appropriate protections apply.

9. Information we receive about you from someone else

Sometimes Raglan Roast may receive personal information about you from someone other than you.

For example:

• another person may send you an order or gift;

• an authorised representative or attorney may contact us for you;

• a courier may provide us with information about a delivery;

• a payment provider may provide information about a transaction;

• Shopify or Recharge may provide information relating to an order or subscription; or

• information may be provided as part of a complaint, fraud enquiry, security issue or privacy investigation.

Where required by the Privacy Act 2020, we will take reasonable steps to make sure you are aware that we have collected your information, unless an applicable exception applies.

10. Staff access and protecting your information

Raglan Roast takes reasonable steps to protect personal information against loss, misuse and unauthorised access, use or disclosure.

Our internal privacy and information-handling requirements apply across our cafés, online operations and administration teams.

Among other controls:

• staff should access customer information only where they need it to perform their job;

• customer information must not be accessed out of curiosity or for personal purposes;

• customer information must not be copied, photographed, downloaded or retained outside approved systems without a genuine business reason;

• staff accounts and system access should not be shared;

• access should be appropriate to a person's role; and

• suspected unauthorised access or use must be escalated internally.

If you believe your Raglan Roast information, account or order may have been accessed or used without your permission, please contact us promptly.

11. How long we keep information

We keep personal information only for as long as it is reasonably required for the purpose for which it was collected, for legitimate business requirements, or to meet legal, tax, accounting, fraud-prevention or record-keeping obligations.

Different types of information may therefore be retained for different periods.

When information is no longer reasonably required, we take reasonable steps to securely delete, destroy or anonymise it.

Information may remain within secure system backups for a period before those backups are overwritten or deleted.

12. Your rights under New Zealand privacy law

If the New Zealand Privacy Act 2020 applies to your information, you have the right to ask Raglan Roast:

• whether we hold personal information about you;

• for access to personal information we hold about you; and

• to correct information you believe is inaccurate.

We may need to verify your identity before providing information or making certain changes.

There are some circumstances under the Privacy Act where we may withhold information or decline part of a request. If that applies, we will explain this where required.

If we do not agree to a requested correction, you may ask us to attach a statement of the correction you requested to the information.

13. Someone acting for you

You may authorise someone else to communicate with Raglan Roast or make a privacy request on your behalf.

Before disclosing information to them, we may ask for reasonable evidence of their authority.

Depending on the circumstances, this could include:

• written authority from you;

• confirmation from you directly;

• evidence of a power of attorney; or

• another appropriate form of verification.

This is to help protect your information from being disclosed to someone who is not authorised to receive it.

14. Privacy incidents

If we become aware of suspected loss, misuse or unauthorised access to or disclosure of personal information, we will assess the incident and take reasonable steps to contain and investigate it.

Where a privacy breach has caused, or is likely to cause, serious harm, Raglan Roast will notify the Office of the Privacy Commissioner and affected individuals where required by the Privacy Act 2020.

15. Providing information is usually voluntary

In most situations, providing personal information to Raglan Roast is voluntary.

However, some information is necessary for us to provide particular services.

For example:

• we need delivery information to send an online order;

• we need appropriate payment information to process a purchase;

• we may need information to locate an order or subscription; and

• we may require appropriate identification or authority before providing access to or changing personal information.

If you choose not to provide information that is reasonably necessary, we may not be able to provide the requested service.

You can generally make an ordinary café purchase without creating a Raglan Roast customer account or providing your contact details.

16. Questions, access requests or privacy complaints

Raglan Roast Limited has a Privacy Officer responsible for supporting our compliance with the Privacy Act 2020.

If you:

• want to access or correct your personal information;

• have a question about how we handle your information;

• believe your information has been accessed or used improperly; or

• want to make a privacy complaint,

please contact:

Privacy Officer
Raglan Roast Limited
9 Bow Street
Raglan 3225
New Zealand

Email: coffee@raglanroast.co.nz
Phone: 0800 333 539

Please include “Privacy” in the subject line of an email where possible so that your request can be directed appropriately.

If you are not satisfied with how we have handled a privacy matter, you may also contact the Office of the Privacy Commissioner of New Zealand.

17. Relationship with our Shopify Privacy Policy

This Customer Privacy Statement is intended to provide additional information about Raglan Roast's own customer-information practices.

Our separately published Privacy Policy explains in more detail how personal information is collected and processed through our Shopify-powered website and online services, including Shopify's website, checkout, cookie, advertising and platform-related processing.

The two documents should be read together.

If we materially change the way Raglan Roast itself collects or handles customer information, we may update this statement and change the “Last updated” date above.