Privacy policy

Last updated: 12 October 2026

Adira Co Pty Ltd, ABN 64 663 627 405, trading as Ailia Bottle (“we”, “us” or “our”), respects your privacy.

This Privacy Policy explains how we collect, hold, use and disclose personal information when you visit ailiabottle.com, purchase our products, complete a survey, contact us, subscribe to our communications or otherwise interact with our business, including at in-person events.

We sell and deliver products to customers in Australia and New Zealand. We handle personal information in accordance with applicable privacy laws, including the Australian Privacy Act 1988 (Cth) and the New Zealand Privacy Act 2020, where they apply.

1. Personal information we collect

The information we collect depends on how you interact with us. It may include:

• Contact details: your name, email address, phone number, billing address and delivery address.
• Order and transaction information: products purchased, product options, order numbers, payment status, transaction references, discounts, refunds, returns and delivery information.
• Account information: customer identifiers, saved addresses, account preferences and order history.
• Communications and support information: enquiries, order notes, correspondence, photos, videos and other information you provide when requesting assistance, making a warranty claim or reporting a product concern.
• Survey responses and preferences: optional feedback, how you heard about us, who you are purchasing for and preferences you choose to provide.
• Review content: ratings, reviews, display names, photos and other content you submit for publication.
• Marketing information: subscription status, consent records, communication preferences and interactions with our emails, messages and promotions.
• Technical and usage information: IP address, browser and device information, cookie identifiers, approximate location, referral sources, pages and products viewed, cart activity and interactions with our website and advertising.

Payments are processed through Shopify Payments and the payment methods available at checkout. Payment providers handle payment credentials under their own privacy and security arrangements. We receive the transaction information needed to process orders, provide support and manage refunds.

You can choose not to provide certain information. However, we may be unable to fulfil an order, respond to an enquiry or provide a requested service without the information needed for that purpose.

2. How we collect personal information

We collect information:

• Directly from you, including through purchases, checkout, signup forms, surveys, reviews, customer support, social media and in-person interactions.
• Automatically, through cookies, pixels, local storage and similar technologies used on our website and in our communications.
• From service providers and platforms, including Shopify, payment providers, fulfilment and delivery providers, review platforms, marketing platforms and advertising services.
• From another person, where relevant to an order or support request. For example, a purchaser may provide a gift recipient’s delivery details, or a gift recipient may provide the purchaser’s details to help us locate an order.

If you provide another person’s information, please ensure you are authorised to do so and let them know about this policy. Providing someone’s details for delivery or support does not itself subscribe them to marketing.

3. Health information and other sensitive information

You do not need to disclose a medical condition to purchase our products or subscribe to general marketing.

Please avoid including unnecessary medical or other sensitive information in order notes, surveys, reviews or general enquiries.

Customers sometimes choose to share health information or personal experiences when contacting us, requesting support or submitting reviews. Where we receive this information, we assess whether it is necessary and lawful to retain it. Where required, we seek consent before collecting or using sensitive information.

We use relevant information to handle the enquiry, claim or other purpose for which it was provided, or as otherwise permitted or required by law. Where information is unnecessary and it is lawful and reasonable to do so, we delete or de-identify it.

Sharing medical information with our support team does not give us permission to publish it or use it for unrelated marketing.

4. How we use personal information

We use personal information to:

• Process payments and fulfil, deliver and manage orders.
• Provide customer accounts and respond to enquiries.
• Manage returns, refunds, warranties, delivery issues and product safety concerns.
• Send order confirmations, delivery updates and other service communications.
• Send marketing communications where we have the required consent.
• Administer signup offers, surveys, promotional benefits and store credits.
• Understand customer feedback and improve our products, website and service.
• Personalise website content, product recommendations and communications.
• Measure advertising performance and manage advertising audiences, as explained below.
• Detect fraud, protect our systems and investigate misuse.
• Maintain business records, comply with legal obligations and resolve disputes.

5. Email and SMS communications

We use Klaviyo to collect email and SMS subscriptions and send marketing emails. We use Kudosity to send SMS messages.

Marketing signup is voluntary. Providing contact information for an order or support request does not, by itself, mean you agree to receive marketing.

Where you subscribe, communications may include product news, offers, launch announcements, availability notifications and reminders relevant to your interactions with us.

You can unsubscribe:

• Email: use the unsubscribe link in the email.
• SMS: use the unsubscribe link or other working opt-out method provided in the message.
• Contact us: email hello@ailiabottle.com and tell us which communications you wish to stop.

Messages sent from a branded sender name may not accept replies. Please use the unsubscribe method provided in those messages.

We process unsubscribe requests within the time required by applicable law. We may retain limited suppression and consent records to respect your preferences and demonstrate compliance.

Unsubscribing from marketing does not prevent necessary communications about an order, return, safety matter or enquiry.

6. Surveys and feedback

We use Zigpoll to collect optional surveys and feedback, including information about how customers found us and their shopping experience.

Depending on the survey and its settings, responses may be associated with customer or order information and shared with Shopify or Klaviyo through our integrations. Please do not assume that a survey is anonymous unless it is expressly described that way.

We use responses to understand customer needs, improve the shopping experience and administer any stated survey benefit. Optional questions can be skipped as indicated in the survey.

Please do not include medical information, payment details or unnecessary personal information in survey answers. Contact our support team directly if you need help with an order.

7. Cookies, analytics and advertising

We use cookies, pixels and similar technologies to operate our website, remember preferences, understand website usage, measure advertising and provide relevant advertising.

Our services include Google Analytics, Google Ads, Meta advertising and Pinterest advertising, along with Shopify and Klaviyo tracking features.

Depending on the service and configuration, information processed may include device and browser details, identifiers, pages and products viewed, cart and purchase events, referral information and interactions with advertisements.

Some integrations also use customer contact information for advertising matching and measurement. Where identifiers are hashed before transfer, hashing does not necessarily make them anonymous.

These technologies may allow activity on our website to be connected with an account or activity on another platform, according to that platform’s settings and privacy policy.

You can manage cookies through your browser and advertising preferences through the relevant platform. Blocking cookies may affect website features and does not necessarily stop all server-based processing or customer-list audience matching.

You can also contact us about our use of your information for direct marketing or advertising audiences.

8. Customer lists and advertising audiences

We automatically synchronise selected customer lists and segments from Klaviyo with Meta and Google Ads.

These audiences may be based on email subscription status, purchase history or engagement with our communications. We use them to reach relevant audiences, exclude audiences from particular campaigns and measure advertising effectiveness, subject to applicable requirements and platform rules.

Information shared for matching may include email addresses and other identifiers supported by the integration.

Email subscription preferences and advertising audience settings are managed separately. Unsubscribing from email does not necessarily remove a customer from a purchase-based advertising audience.

To ask us to stop using your details in customer-list advertising audiences, email hello@ailiabottle.com. We will action your request across the relevant audiences we manage. You may still see general advertising that is not based on those customer lists.

9. Shopify and Shopify Network Intelligence

Our website is hosted by Shopify, which processes personal information to provide the store, checkout and related services.

We use Shopify Network Intelligence. This allows Shopify to use information about interactions with our store together with information from interactions with other merchants and Shopify to provide enhanced services. These may support personalisation, advertising, analytics, fraud prevention and improvements to services.

For these purposes, information may be processed by Shopify and relevant third parties in countries outside Australia and New Zealand.

For more information, see Shopify’s Consumer Privacy Policy. You can learn about available privacy choices and requests through Shopify’s Privacy Portal.

10. Who we share information with

We disclose information where reasonably necessary for the purposes described in this policy, including to:

Fulfilment information may include recipient names, addresses, relevant contact details, ordered products and delivery instructions.

We may also disclose information where required or authorised by law, to protect rights or safety, or in connection with a proposed business sale or restructuring, subject to appropriate safeguards.

We do not sell or rent customer contact lists. The advertising and platform disclosures described in this policy are separate from selling or renting contact lists.

11. Reviews and public content

Reviews, display names, photos and other content submitted for publication may be visible on our website or the relevant review or social platform.

Please consider what you include before submitting public content, particularly medical details or information about another person.

Private support messages and order notes are not automatically public reviews. Any proposed use of those materials as testimonials will be handled separately, including obtaining permission where required.

You can contact us about content we control. Requests relating to content hosted by an independent platform may also need to be directed to that platform.

12. Overseas processing

Some providers store or process information outside Australia and New Zealand, including in the United States and Canada. Other locations depend on the provider, its infrastructure and its subprocessors.

Serving only Australian and New Zealand customers does not mean all information remains in those countries.

Where applicable, we take reasonable steps to ensure overseas handling complies with relevant privacy requirements, including through appropriate contractual and security arrangements.

Contact us if you would like further information about overseas recipients and processing locations relevant to your information.

13. Security and retention

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. No online service or storage system can be guaranteed completely secure.

We retain information for as long as reasonably necessary for its purpose, including orders, support, warranty and safety matters, legal obligations, disputes and maintaining marketing suppression records.

Retention periods vary by the type of information and the reason it is held. When information is no longer needed and retention is not required by law, we take reasonable steps to securely delete or de-identify it.

Where a data breach triggers notification obligations, we will notify affected individuals and regulators as required.

14. Access, correction and privacy choices

You can contact us to:

• Request access to personal information we hold about you.
• Request correction of inaccurate, outdated or incomplete information.
• Withdraw marketing consent.
• Request that we stop using your information for direct marketing or customer-list advertising audiences.
• Request deletion of information we no longer need.
• Ask questions about how your information is handled.

These requests are subject to applicable law. We may need to retain certain records, and deletion is not an unconditional right in every circumstance.

Email hello@ailiabottle.com with enough information for us to identify and respond to your request. You do not need to have placed an order. We may reasonably verify your identity before providing access or making changes.

We respond within applicable legal timeframes. Where New Zealand privacy law applies, decisions on access and correction requests are generally provided within 20 working days, subject to permitted extensions.

If we refuse a request, we will explain the reason where required and the available complaint options. Where applicable, you may request that a statement of a disputed correction be attached to your information.

15. Children’s information

Our website and marketing are directed primarily to adults. We do not intentionally seek children’s personal information for marketing.

If you believe a child has provided information that should not be held by us, please contact us so we can assess and appropriately address it.

16. Other websites and platforms

Our website may contain links to third-party websites and services. Their handling of information is governed by their own privacy policies.

Please review the relevant policy before providing information directly to another platform.

17. Complaints

If you have a privacy concern or complaint, contact our privacy contact at hello@ailiabottle.com.

Please explain your concern and the outcome you are seeking. We aim to acknowledge complaints within 5 business days and resolve them within 30 days. If more time is needed, we will explain why and keep you informed.

If you are dissatisfied with our response, you can contact the relevant regulator:

• Australia: Office of the Australian Information Commissioner.
• New Zealand: Office of the Privacy Commissioner.

18. Changes to this policy

We may update this policy to reflect changes in our services, data practices or legal requirements.

The updated policy will be published on this page with a revised date. Where required, we will provide additional notice or obtain consent before using information for a new purpose.

19. Contact us

Adira Co Pty Ltd trading as Ailia Bottle
ABN: 64 663 627 405
Sydney, New South Wales, Australia
Email: hello@ailiabottle.com
Website: ailiabottle.com