Privacy policy

Last updated: 21 October 2026

Tweed Real Food is a trading name of Artisans Soul Pty Ltd (ABN 30 618 499 808), 206 Warwick Park Road, Mooball NSW 2483. In this policy, "we", "us" and "our" mean Artisans Soul Pty Ltd.

We respect your privacy. This policy explains what personal information we collect, why we collect it, who we share it with, and how you can access, correct or delete it. We aim to handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth).

1. What we collect

Depending on how you deal with us, we may collect:

Contact details: your name, email address, phone number, and postal and delivery addresses.
Order details: what you buy, when, how much you pay, delivery details, gift messages and order notes. Payment card details are processed by our payment providers. We don't see or store your full card number.
Account and preference details: your login (if you create an account), your marketing preferences, store credit balance and referral activity.
Communications: messages you send us by email, phone, social media or our contact form.
Reviews and content: product reviews, ratings, photos and recipes you submit.
Competition and giveaway entries: the details you give when you enter.
Business details: if you are a stockist or apply to become one, your business name, ABN, contact person and order history.
Website and device information: your IP address, browser and device type, pages you visit, how you move around the site, items you add to your cart, and the website or ad that brought you to us. We collect this using cookies, pixels and similar technology (see section 5).

2. How we collect it

We collect personal information when you:

place an order or create an account
sign up to our email or SMS list (for example through a pop-up or form on our website)
write a review, enter a competition or join a referral or store credit program
contact us, or apply to become a stockist
browse our website, open our emails or click our ads.

We may also receive information from service providers who help us run our business, such as payment and delivery providers, and from social media platforms when you interact with our pages.

You can browse our website and ask us general questions without telling us who you are. If you don't give us certain information, we may not be able to process your order, deliver it, or reply to you.

3. Why we use it

We use personal information to:

process, pack and deliver your orders, and send order and shipping updates
provide customer service and handle returns, refunds and complaints
run your account, store credit and referral rewards
send you marketing by email or SMS, where you have agreed to receive it
show you relevant ads on other websites and social media
run competitions and giveaways and contact winners
ask for and publish reviews
understand how people use our website so we can fix problems and improve it
prevent fraud and keep our website secure
meet our legal, tax and accounting obligations.

4. Marketing

We only send marketing emails and texts if you have agreed to receive them, as required by the Spam Act 2003 (Cth). Every marketing email includes an unsubscribe link, and every marketing text tells you how to opt out (for example by replying STOP). You can also ask us to stop at any time by contacting us (section 11). Unsubscribing from marketing won't stop messages about your orders.

Your SMS opt-in and consent details are never shared with third parties for their own marketing. We only share your phone number with the provider that sends our messages.

5. Cookies, pixels and analytics

Our website uses cookies and similar technology to keep your cart working, remember your preferences, measure how the site is used, and show you relevant ads. These include tools from:

Shopify, which runs our online store and checkout
Google (Google Analytics and Google Ads), for website analytics and advertising
Meta (Facebook and Instagram), for advertising
Microsoft Clarity, which records how visitors use our pages (such as clicks, scrolling and page errors) so we can improve the site. Clarity masks what you type into form fields.
Klaviyo, for email and SMS marketing and on-site sign-up forms.

You can control cookies through your browser settings and the cookie banner at checkout. Blocking some cookies may stop parts of the website, such as the cart, from working properly.

6. Who we share it with

We share personal information only as needed to run our business, with:

Our online store and checkout: Shopify, including Shop Pay
Payment and buy-now-pay-later providers: Shopify Payments (including Shop Pay), Apple Pay, PayPal and Afterpay
Delivery: Australia Post, Aramex and other couriers we may use from time to time, and the shipping tools we use (such as ShipStation)
Email and SMS marketing: Klaviyo
Reviews: Judge.me
Rewards and referrals: Redeemly (store credit) and GoAffPro (affiliates and referrals)
Website tools: Monster Cart Upsell, and the analytics and advertising providers listed in section 5
Wholesale and marketplaces: Faire and Woolworths MarketPlus, if you buy from us through those platforms
Our professional advisers, such as our accountant and lawyers
Government or law enforcement, where the law requires or allows it.

We may add or change service providers from time to time as our business needs change. Any new provider will only receive the information it needs to do its job, and we'll handle your information in line with this policy. We'll keep this list up to date.

We never sell your personal information.

If our business, or part of it, is ever sold or merged, customer information may transfer to the new owner, who would need to keep using it in line with this policy.

7. Overseas disclosure

Some of our service providers store or process information outside Australia, including in the United States, Canada and other countries where those providers or their data centres operate. These include Shopify, Klaviyo, Google, Meta, Microsoft and some of the apps listed above. We choose established providers and rely on their security and privacy commitments.

8. How we protect it

We store personal information with reputable service providers that use security measures such as encryption and access controls. Only people who need it to do their job can access it. No method of storing or sending information online is completely secure, but we take reasonable steps to protect it from misuse, loss and unauthorised access.

If a data breach is likely to cause you serious harm, we will tell you as soon as we can and explain what we're doing about it, and notify the OAIC where the law requires.

9. How long we keep it

We keep personal information for as long as we need it for the purposes above, and as required by law (for example, tax records for at least five years). When we no longer need it, we take reasonable steps to delete or de-identify it.

10. Accessing, correcting or deleting your information

You can ask to see the personal information we hold about you, ask us to correct it, or ask us to delete it. Contact us using the details in section 11. We'll respond within a reasonable time, usually within 30 days. We may need to confirm your identity first. In some cases the law lets or requires us to keep certain information (for example, order records for tax purposes); if so, we'll tell you why.

11. Contact us and complaints

If you have a question or complaint about privacy, please contact us:

Email: hello@tweedrealfood.com
Phone: 0468 929 930
Post: Artisans Soul Pty Ltd, 206 Warwick Park Road, Mooball NSW 2483

We'll look into your complaint and respond within 30 days. If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

12. Children

Our website is not directed at children under 16, and we don't knowingly collect their personal information for marketing.

13. Changes to this policy

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.