Privacy Policy

1. INTRODUCTION

Alora Melbourne operates this online store and website, including all related information, content, features, tools, products and services, to provide our customers with a personalised shopping experience (the “Services”). Our store is powered by Shopify, which enables us to offer these Services to you.

This Privacy Policy explains how we collect, use, store, process and disclose your personal information when you visit our website, use our Services, make a purchase or otherwise communicate with us.

If there is any inconsistency between our Terms of Service and this Privacy Policy regarding the collection, use or disclosure of personal information, this Privacy Policy will apply to those matters.

Please read this Privacy Policy carefully. By accessing or using our Services, you acknowledge that you have had the opportunity to review this policy and understand how your personal information may be collected, used and disclosed as described below.

2. PERSONAL INFORMATION WE COLLECT

When we refer to “personal information”, we mean information that identifies you or can reasonably be associated with you or another individual. This does not include information that has been anonymised or de-identified so that it can no longer reasonably identify an individual.

Depending on how you interact with our Services, your location and applicable laws, we may collect or process the following categories of personal information:

Contact information: Your name, residential address, billing address, delivery address, telephone number and email address.
Financial information: Payment card details, debit card information, financial account details, transaction records, payment methods and payment confirmations. Payment information may be processed by our payment providers.
Account information: Your username, password, security information, preferences and account settings.
Transaction information: Details of products you view, add to your cart or wishlist, purchase, return, exchange or cancel, along with your previous transactions.
Communications: Information you provide when contacting us, including customer service enquiries, feedback and other correspondence.
Device information: Details about your device, browser, network connection, IP address and other relevant device identifiers.
Usage information: Information about how and when you interact with our website and Services, including browsing activity, pages visited and interactions with website features.

3. HOW WE COLLECT PERSONAL INFORMATION

We may collect personal information from several sources, including:

Directly from you: When you create an account, browse or use our website, place an order, contact us or voluntarily provide information.
Automatically through our Services: When you visit our website or use our Services, including through cookies and similar technologies that collect information from your device.
From service providers: When third-party providers supply technology, payment processing, analytics, customer support or other services on our behalf.
From business partners and other third parties: Where they lawfully provide information to us in connection with our business activities and Services.

4. HOW WE USE YOUR PERSONAL INFORMATION

We may use your personal information for the following purposes, depending on how you interact with Alora Melbourne and which Services you use.

Providing and Improving Our Services

We use your information to operate our store, process payments, fulfil orders, manage customer accounts, arrange shipping, handle returns and exchanges, remember preferences, send order-related notifications and respond to customer enquiries.

We may also use this information to personalise your shopping experience, recommend relevant products, enable product reviews and improve the functionality, performance and quality of our Services.

Marketing and Advertising

We may use your personal information to send promotional communications, offers and updates by email, SMS or other permitted communication channels.

We may also use information about your browsing activity, previous purchases or abandoned shopping carts to display relevant advertisements on our website or other platforms, where permitted by applicable law.

You can opt out of marketing communications at any time using the unsubscribe instructions provided in our messages. Where required, we will obtain your consent before sending marketing communications or using information for certain advertising purposes.

Security and Fraud Prevention

We use personal information to protect customer accounts, verify transactions, maintain payment security, detect suspicious activity, investigate potential fraud and protect our website and Services against unlawful or harmful behaviour.

If you create an account, you are responsible for keeping your login details confidential. We recommend that you do not share your username, password or other account credentials with anyone else.

Communicating With You

We process your information to answer enquiries, provide customer support, send order updates, resolve issues and maintain our relationship with you.

Legal and Regulatory Obligations

We may use or disclose personal information when necessary to comply with applicable laws, respond to lawful requests from government authorities or law enforcement, participate in legal proceedings, enforce our policies or investigate suspected violations of our Terms of Service.

5. HOW WE DISCLOSE PERSONAL INFORMATION

We may disclose personal information to third parties where reasonably necessary for legitimate business purposes, subject to applicable privacy laws and this Privacy Policy.

These disclosures may include:

Shopify and service providers: We may share information with Shopify and providers that support our business, including payment processors, IT providers, analytics services, customer support platforms, cloud storage providers, fulfilment services and shipping carriers.
Business and advertising partners: We may share certain information with marketing and advertising partners to help deliver relevant advertisements and promotional services. Shopify may also support personalised advertising using information about your activity across participating merchants and websites. These partners handle information according to their own privacy policies and applicable laws.
Third parties at your direction: We may disclose information when you request or authorise us to do so, such as when arranging delivery or using social media integrations and third-party login features.
Related businesses: We may share information with our affiliates or other entities within our corporate group where appropriate and lawful.
Business transactions and legal requirements: We may disclose information in connection with a merger, restructuring, sale, insolvency or other business transaction, or when necessary to comply with legal obligations, respond to lawful requests, enforce our terms or protect our rights, Services, customers and other individuals.

Depending on your location, you may have the right to opt out of certain disclosures or uses of personal information for targeted advertising. Any such rights will be handled in accordance with the laws applicable to you.

6. OUR RELATIONSHIP WITH SHOPIFY

Our Services are hosted by Shopify. Shopify collects and processes personal information about your access to and use of our store to provide, maintain and improve its platform and services.

Information you submit through our website may be transferred to Shopify and to third-party providers that help us operate our store. These providers may be located in countries other than Australia or your country of residence.

We may also use enhanced Shopify features designed to help us understand customer interactions, improve our business and provide more relevant shopping experiences. These features may use information associated with your interactions with our store, other merchants and Shopify.

Where Shopify processes personal information for its own purposes, Shopify may be responsible for handling certain privacy requests relating to that processing.

For further information about Shopify's privacy practices and the rights available to you, please visit the Shopify Consumer Privacy Policy or the Shopify Privacy Portal.

7. THIRD-PARTY WEBSITES AND LINKS

Our website may contain links to websites, services or online platforms operated by third parties.

If you choose to access a third-party website, we recommend reviewing its privacy policy, security practices and terms of use before providing any personal information.

Alora Melbourne does not control third-party websites and is not responsible for their privacy practices, security measures, content, accuracy or reliability, except where responsibility cannot lawfully be excluded.

Information you share publicly or on semi-public platforms, including social media websites, may be visible to other users and may be used by those platforms or other third parties in accordance with their own policies.

The inclusion of a third-party link on our website does not necessarily mean that we endorse that website, its content or its operators.

8. CHILDREN'S PRIVACY

Our Services are not intended to be used independently by children who are below the minimum age permitted under applicable law.

We do not knowingly collect personal information from children where doing so would be unlawful. If you are a parent or legal guardian and believe that a child has provided us with personal information in circumstances where it should not have been collected, please contact us using the details provided below.

We will review the request and take appropriate steps, including deleting the information where required by applicable law.

Where relevant, we will comply with applicable restrictions concerning the sale or sharing of personal information relating to children.

9. SECURITY AND RETENTION OF PERSONAL INFORMATION

We take reasonable steps to protect personal information against misuse, interference, loss, unauthorised access, modification and disclosure.

However, no method of electronic transmission or data storage is completely secure. We therefore cannot guarantee absolute security, and information transmitted over the internet may be exposed to risks while in transit.

We recommend avoiding unsecured communication channels when sending sensitive or confidential information.

We retain personal information only for as long as reasonably necessary for the purposes described in this policy, including providing our Services, managing accounts, fulfilling orders, meeting legal and accounting obligations, resolving disputes and enforcing our agreements.

The retention period will depend on the type of information and the circumstances in which it was collected. Where information is no longer required, we will take reasonable steps to delete or de-identify it, subject to applicable legal requirements.

10. YOUR PRIVACY RIGHTS AND CHOICES

Depending on your location and the laws that apply, you may have certain rights concerning your personal information. These rights may be subject to legal exceptions and limitations.

Access to Personal Information

You may be entitled to request access to personal information we hold about you.

Correction of Personal Information

You may request that we correct personal information that is inaccurate, incomplete, outdated or misleading.

Deletion of Personal Information

In certain circumstances, you may request the deletion of personal information we hold about you, subject to our legal obligations and any applicable exceptions.

Data Portability

Where required by applicable law, you may be entitled to receive a copy of certain personal information in a portable format or request that it be transferred to another organisation.

Marketing Preferences

You may unsubscribe from promotional emails by following the unsubscribe instructions included in our messages.

Even if you opt out of marketing communications, we may continue to send necessary non-promotional messages, such as order confirmations, delivery updates, account notifications and customer service communications.

Additional Rights for UK and European Economic Area Residents

If you live in the United Kingdom or the European Economic Area, you may have additional rights under applicable data protection laws, including:

Right to object: You may object to certain types of processing of your personal information.
Right to restrict processing: In certain circumstances, you may request that we restrict how your personal information is processed.
Right to withdraw consent: Where we rely on your consent to process personal information, you may withdraw that consent at any time. Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.
Right to complain: You may have the right to lodge a complaint with your relevant data protection authority.

Exercising Your Rights

You can submit a privacy request by contacting us using the details listed below. We may need to verify your identity before processing your request and may ask for additional information where reasonably necessary.

Where permitted by applicable law, you may authorise another person to submit a request on your behalf. We may require evidence of that authorisation and may also need to verify your identity.

We will assess and respond to privacy requests within the timeframes required by applicable law.

For privacy requests concerning information processed by Shopify for its own purposes, you can visit the Shopify Privacy Portal.

We will not unlawfully discriminate against you for exercising any privacy rights available to you.

11. PRIVACY COMPLAINTS

If you have a concern or complaint about how we collect, use, store or disclose your personal information, please contact us using the details provided below.

We will review your complaint and make reasonable efforts to investigate and respond to your concerns.

Depending on your location, you may also have the right to submit a complaint to the relevant privacy or data protection regulator if you are not satisfied with our response.

For individuals in Australia, the relevant authority may be the Office of the Australian Information Commissioner (OAIC). More information is available at oaic.gov.au.

12. INTERNATIONAL TRANSFERS

Your personal information may be stored, accessed or processed in countries outside Australia or your country of residence, including by Shopify and our third-party service providers.

Where personal information is transferred internationally, we will take the steps required by applicable privacy laws to protect that information and manage the transfer appropriately.

For transfers of personal information from the European Economic Area or the United Kingdom, where applicable, we may rely on recognised safeguards such as the European Commission's Standard Contractual Clauses or appropriate UK-approved transfer mechanisms, unless the destination country has been recognised as providing an adequate level of protection or another lawful transfer mechanism applies.

13. CHANGES TO THIS PRIVACY POLICY

We may revise this Privacy Policy from time to time to reflect changes in our business practices, technology, legal obligations or regulatory requirements.

Any updated version will be published on this page, together with a revised “Last updated” date. Where required by applicable law, we will also provide notice of significant changes.

We encourage you to review this page periodically so that you remain informed about how we handle your personal information.

14. CONTACT INFORMATION

If you have questions about this Privacy Policy, would like to exercise your privacy rights or wish to make a complaint, please contact us using the details below.

Store Name: Alora Melbourne

Company Name: ANW Dienstverlening

Company Address: Groeze 25, 6581 TM Malden, Netherlands

Warehouse Address: National Drive, Dandenong South VIC 3175, Melbourne, Australia

Company Number: 99357704

Email: alloramelbourne@gmail.com

Business Hours:

Monday to Friday: 09:00–17:00 (GMT)
Weekends: 11:00–16:00 (GMT)

We aim to respond to all customer enquiries within 24 hours.