Privacy Policy

Last updated: 2/09/26

The Long Way Home, also known as TLWH (referred to as “TLWH”, “we”, “us” or “our”), respects your privacy. This policy explains how we collect, use, disclose and protect personal information when you visit www.tlwhproject.com, purchase from us, subscribe to our emails or contact us.

Information we collect

Depending on how you interact with TLWH, we may collect:

  • your name, email address, telephone number, billing address and delivery address;

  • order, transaction, return and customer-service information;

  • information you provide through forms, competitions, reviews or messages;

  • marketing preferences;

  • device, browser, IP address, website usage, cookie and analytics information; and

  • payment-related information processed by our payment provider. TLWH does not generally receive or store your complete card number.

How we collect information

We may collect personal information directly from you when you place an order, create or use an account, join our mailing list, complete a form, enter a promotion or contact us. We may also receive information automatically through cookies and similar technologies, or from service providers involved in operating our website, processing payments, delivering orders, marketing or analytics.

Why we use information

We may use personal information to:

  • process payments, fulfil and deliver orders, and manage returns or exchanges;

  • communicate with you about an order, enquiry or customer-service matter;

  • operate, protect and improve our website, products and customer experience;

  • prevent fraud, misuse and security incidents;

  • maintain business and transaction records and comply with legal obligations;

  • send marketing communications where you have consented or where otherwise permitted by law; and

  • measure and improve our advertising and communications.

You can unsubscribe from marketing emails at any time using the unsubscribe link in the email or by contacting us. You may still receive non-marketing communications concerning an order or enquiry.

Sharing information

We may disclose personal information only where reasonably required for the purposes above, including to service providers that support our website hosting and ecommerce, payment processing, delivery, email communications, analytics, advertising, professional advice, IT and fraud prevention.

Our providers may include Squarespace and the payment and delivery providers displayed at checkout or used to fulfil your order. These providers handle information under their own terms and privacy policies.

We may also disclose information where required or authorised by law, to protect our legal rights or the safety of others, or in connection with a proposed or completed sale or restructure of the business.

Some service providers may store or process information outside Australia. The countries involved may vary depending on the providers and systems in use.

Cookies and analytics

Our website may use essential cookies needed for functions such as shopping carts, checkout and security. We may also use analytics, preference and advertising cookies to understand website activity and improve or measure our content and marketing.

You can control some cookies through your browser settings and any cookie controls displayed on our website. Blocking cookies may affect website functionality. If TLWH introduces tools such as Google Analytics or Meta Pixel, this policy and the website’s cookie controls should be updated where necessary.

Data security and retention

We take reasonable steps to protect personal information against misuse, interference, loss and unauthorised access, modification or disclosure. No online system is completely secure.

We retain information only for as long as reasonably required for the purposes described in this policy, including legal, tax, accounting, fraud-prevention and dispute-resolution purposes. We then take reasonable steps to delete or de-identify it where appropriate.

Access, correction and questions

You may contact us to request access to, or correction of, personal information we hold about you. We may need to verify your identity and may decline a request where permitted by law.

For privacy questions, requests or complaints, contact:

TLWH / The Long Way Home
Email: tlwhprojects@gmail.com

We will consider and respond to privacy concerns within a reasonable time.

Changes to this policy

We may update this Privacy Policy when our practices, providers or legal obligations change. The latest version will be published on this page with its updated date.