Privacy Policy
Laing & Co Last updated: 11/09/2026
Laing & Co (“we”, “us”, “our”) operates laingandco.nz (the “Site”), providing custom jewellery and watch engraving, academic/sports/activity medals, and replica service medal mounting and refurbishment, based in New Plymouth, New Zealand.
This Privacy Policy explains what personal information we collect, why we collect it, how we use and protect it, and the choices you have. It applies to visitors to our Site, customers who purchase through our online shop, and customers who enquire about or drop off items for our engraving and medal services.
We are committed to complying with the New Zealand Privacy Act 2020 and the 13 Information Privacy Principles it sets out.
Who we are
Laing & CoÂ
Postal Address PO BOX 70 New Plymouth 4340
Phone 027 2733 539
Email [email protected]
If you have any questions about this policy or how we handle your personal information, please contact us using the details above.
Information we collect
We collect personal information in a few different ways, depending on how you interact with us.
Information you give us directly. When you place an order, make an enquiry, or arrange a drop-off, we may collect your name, email address, phone number, delivery and/or billing address, and details about the item(s) or service you want (for example, engraving text, medal details, or descriptions of items you plan to bring in). If you contact us through our enquiry form, contact page, phone, or email, we collect whatever information you choose to include in that message.
Order and payment information. When you buy a product through our online shop, our store platform (WooCommerce) collects order details such as the products purchased, quantities, prices, and any product options or personalisation instructions you provide (for example, custom engraving text). Payments are processed securely by Stripe. We do not see or store your full credit card or bank account details — these are collected and processed directly by Stripe in accordance with its own privacy policy and security standards (Stripe is PCI-DSS compliant). We retain only the transaction records needed for order fulfilment, accounting and legal purposes.
Account information. If you create an account on our Site, we store your name, contact details, and order history so you can log in and view past orders.
Physical items and drop-off information. Some of our services (for example, engraving of items you bring in, or medal mounting and refurbishment) require you to physically drop off an item at one of our New Plymouth drop-off points. When you do this, we may record your contact details alongside a description of the item(s) left with us, so we can identify, track and return them to you correctly. We are not responsible for personal information contained on or within physical items you provide (for example, engraved names on existing medals), beyond using it as necessary to complete the requested service.
Technical and usage information. Like most websites, our Site automatically collects some technical information when you visit, including your IP address, browser type, device information, pages viewed, and referring website, generally through cookies and similar technologies (see “Cookies” below).
Communications. If you email us, message us, or submit a form, we keep a record of that correspondence so we can respond to you and keep track of our dealings with you.
We do not knowingly collect sensitive information beyond what is reasonably necessary to provide our services (for example, we do not ask for health or financial information beyond payment processing, which is handled by Stripe).
How we use your information
We use the personal information we collect to:
Process and fulfil your orders, including taking payment, arranging any applicable delivery, and carrying out custom engraving or medal work exactly as you’ve specified it.
Respond to enquiries about our services, provide quotes, and coordinate drop-off and collection of items for engraving, mounting or refurbishment.
Create and manage your account, if you choose to create one, and let you view your order history.
Send you order-related communications, such as confirmations, receipts, and updates about the status of your order or service.
Send you marketing communications, but only if you have opted in to receive them (for example, by subscribing to a newsletter or checking a consent box at checkout). You can unsubscribe at any time using the link in any marketing email or by contacting us directly.
Maintain and improve our Site, understand how visitors use it, and troubleshoot technical issues.
Comply with our legal, accounting and tax obligations, and protect our business, customers and staff against fraud or misuse of our services.
We will not use your personal information for a purpose other than the one we collected it for, unless you agree, the further use is directly related to the original purpose, or we are otherwise permitted or required to do so by law.
Who we share your information with
We do not sell your personal information. We share it only with the third parties who help us run our business and deliver our services, including:
Stripe, to process online payments securely.
Our website and hosting provider, and WooCommerce/WordPress plugin providers, who help operate the Site and store order and account data on our behalf.
Delivery or courier providers, if your order or item requires shipping.
Our accounting, bookkeeping or IT service providers, where necessary for us to run our business.
Government agencies or law enforcement, if required by law, or to protect our rights, property or safety, or that of our customers or others.
Some of these providers (for example, Stripe or our hosting provider) may store or process information on servers located outside New Zealand. Where this happens, we take reasonable steps to ensure your information is protected to a standard comparable to the protections under New Zealand law, including relying on providers with their own recognised privacy and security safeguards (such as Stripe’s PCI-DSS compliance).
Cookies and similar technologies
Our Site uses cookies and similar technologies to make the Site function properly (for example, keeping items in your shopping cart), to remember your preferences, and to understand how visitors use the Site (for example, through analytics tools).
You can set your browser to refuse some or all browser cookies, or to alert you when a website sets or accesses cookies. If you disable or refuse cookies, some parts of the Site — including checkout — may become inaccessible or not function properly.
Data security
We take reasonable steps to protect the personal information we hold from loss, misuse, unauthorised access, disclosure, alteration or destruction. This includes using a reputable hosting provider, restricting access to personal information to those who need it to do their jobs, and relying on Stripe’s secure, PCI-compliant systems for payment processing.
No method of transmission over the internet or electronic storage is completely secure, so while we strive to protect your personal information, we cannot guarantee its absolute security.
How long we keep your information
We keep personal information for as long as is reasonably necessary to fulfil the purposes it was collected for, including to satisfy any legal, accounting, or reporting requirements (for example, New Zealand tax and business record-keeping obligations typically require records to be kept for at least seven years). Order and account records are generally retained for as long as your account remains active, plus a reasonable period afterwards. Where information is no longer needed, we will take reasonable steps to delete or de-identify it.
Your rights
Under the Privacy Act 2020, you have the right to:
Ask us to confirm whether we hold personal information about you, and to access that information.
Ask us to correct any personal information we hold about you that you believe is inaccurate, incomplete, or out of date.
Withdraw your consent to marketing communications at any time.
To exercise any of these rights, please contact us using the details in the “Who we are” section above. We will respond to your request within the timeframes required by the Privacy Act 2020, and there is usually no charge for making a request, although we may charge a reasonable fee in some circumstances (for example, for particularly large or complex requests).
If you have a concern about how we have handled your personal information and are not satisfied with our response, you have the right to make a complaint to the Office of the Privacy Commissioner (privacy.org.nz).
Children’s privacy
Our Site and services are not directed at children, and we do not knowingly collect personal information from children without appropriate parental or guardian involvement (for example, a parent placing an order or arranging engraving on a child’s behalf).
Changes to this policy
We may update this Privacy Policy from time to time, for example to reflect changes in our practices or legal requirements. Any changes will be posted on this page with an updated “Last updated” date. We encourage you to review this page periodically.
Contact us
If you have any questions, concerns, or requests relating to this Privacy Policy or your personal information, please contact us:
Laing & CoÂ
Postal Address PO BOX 70 New Plymouth 4340
Phone 027 2733 539
Email [email protected]