Privacy Policy

Last updated: 6 October 2026

Who we are

Sails.Online is a trading name of Kraken Sails Pty Ltd (ABN 40 679 602 512), an Australian sailmaker based at 93 W Fyans St, Newtown VIC 3220, Australia. In this policy, "we", "us" and "our" mean Kraken Sails Pty Ltd trading as Sails.Online.

This policy explains what personal information we collect when you visit sails.online, order a sail, use your customer portal or contact us, and what we do with it. We handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth).

Information we collect

We only collect what we need to quote, build, ship and support your sail. That can include:

Contact details: your name, email address, phone number and billing and delivery addresses.
Boat and sail details: your boat class or model, sail number, rig measurements (such as I, J, P and E), furler and hardware details, photos you send us and any other specifications for your order.
Order information: what you bought, what you paid, order history, delivery and customs details.
Payment information: payments are processed by our payment providers (Stripe, including Link, and Klarna). We receive confirmation of payment and limited details such as the card type and last four digits. We do not see or store your full card details.
Account and portal information: your login details and the activity in your customer portal.
Communications: emails, messages, contact form submissions and notes from calls with us.
Website and device information: IP address, browser and device type, pages viewed, how you arrived at our site and similar usage data, collected through cookies and analytics tools.

You can browse the site without telling us who you are. If you don't give us the information we need to process an order, we may not be able to build or deliver your sail.

How we collect it

Mostly directly from you, when you place an order, create an account, fill in a form or email us. We also collect information automatically through cookies and analytics when you use the site, and from our payment, shipping and marketing providers in connection with your order.

How we use your information

We use your personal information to:

process, design, build, ship and track your order
check measurements and specifications with you before your sail is made
take payment, issue invoices and keep financial records
run your customer portal and send order and shipping updates
prepare customs and export documentation
handle warranty claims, returns, repairs and support questions
prevent fraud and keep the site secure
improve our website, products and service
send you news, offers and sailing content, if you've agreed to receive it
meet our legal, tax and accounting obligations

Marketing

We only send marketing emails if you've opted in, or where the law otherwise allows it. Every marketing email has an unsubscribe link, and you can also ask us to stop at any time by emailing hello@sails.online. Order and service emails (like build and shipping updates) will still be sent while you have an active order.

Cookies and analytics

Our website uses cookies and similar technologies to make the shop work (for example, to keep items in your cart and keep you logged in), to remember your preferences and to understand how people use the site. With your consent, we also use analytics and advertising tools from Google (including Google Analytics and Google Ads), Reddit, Snapchat and TikTok to measure site traffic and the performance of our ads.

When you first visit, a cookie banner lets you accept or reject analytics and advertising cookies, or choose by category under Preferences. Essential cookies needed for the cart, checkout and your account are always on. Analytics and advertising cookies are only set if you agree. If you reject them, Google may still receive limited, cookie-free signals (such as that a page was viewed) to help us measure overall site performance, but these don't identify you or follow you across sites. If your browser sends a Global Privacy Control or Do Not Track signal, we treat it as a refusal of analytics and advertising cookies. You can change your choice at any time using the "Manage consent" tab on the site, and our Cookie Policy lists the cookies we use.

Who we share your information with

We share personal information only where it's needed to run our business and look after your order, including with:

payment providers (Stripe and Klarna)
website hosting, e-commerce, email and IT service providers
the platform that runs our customer portal
our manufacturing partners, who receive the sail specifications and order details needed to build your sail
freight carriers, couriers and customs brokers
analytics and advertising providers such as Google
our accountants, lawyers and other professional advisers
government authorities, such as customs, tax agencies or police, where the law requires it

We do not sell your personal information.

Overseas disclosure

Some of the providers and partners listed above, including our manufacturing, payment, hosting and analytics partners, are located outside Australia or store data on servers overseas. When we send personal information overseas, we take reasonable steps to make sure it's handled in a way that's consistent with the Australian Privacy Principles. Where possible, we send manufacturing partners only the technical details of your sail and the information needed to label and ship it.

Automated decisions

We don't use your personal information to make decisions by computer that significantly affect your rights or interests. Prices, shipping costs and estimates on the site are calculated the same way for everyone based on the sail and destination you choose. If that changes, we'll update this policy.

How we store and protect your information

We store personal information in secure, access-controlled systems and only give access to people who need it to do their job. We take reasonable steps to protect your information from misuse, interference, loss and unauthorised access. No online system is completely secure, so we can't guarantee the security of information you send us over the internet.

How long we keep it

We keep personal information for as long as we need it for the purposes above, including warranty and repair support for the life of your sail, and to meet legal requirements. Australian tax law generally requires us to keep financial records for at least five years. When we no longer need information, we delete it or de-identify it.

Your rights

You can ask us to:

tell you what personal information we hold about you and give you a copy
correct information that's wrong, out of date or incomplete
delete information we no longer need to keep
stop sending you marketing

Email hello@sails.online and we'll respond within 30 days. We may need to confirm your identity first. If we can't do what you've asked, we'll explain why.

Customers outside Australia

If you're in the European Union, the United Kingdom, California or another place with its own privacy laws, you may have additional rights, such as the right to object to certain processing or to data portability. Contact us and we'll help you exercise them. We process your information to perform our contract with you, to meet legal obligations, for our legitimate business interests and, for marketing, with your consent.

Children

Our site is not directed at children. If you are under 18, please have a parent or guardian place your order.

Complaints

If you have a concern about how we've handled your personal information, please contact us first at hello@sails.online. We'll acknowledge your complaint within 5 business days and aim to resolve it within 30 days. If you're not happy with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.

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 at the top.

Contact us

Kraken Sails Pty Ltd trading as Sails.Online
93 W Fyans St, Newtown VIC 3220, Australia
Email: hello@sails.online