Privacy policy

Last updated: 8 February 2026

The Velvet Grove (“we”, “us” or “our”) operates this website and online store, including all related information, content, features, tools, products and services (collectively, the Services), to provide you with a considered and seamless shopping experience.

Our store is powered by Shopify, which enables us to offer the Services to you. This Privacy Policy explains how we collect, use, disclose and protect your personal information when you visit our website, make a purchase, interact with us, or otherwise use our Services.

This Privacy Policy is governed by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), and also reflects applicable international privacy laws where relevant. If there is any inconsistency between this Privacy Policy and our Terms of Service, this Privacy Policy will apply in relation to the handling of personal information.

By accessing or using our Services, you acknowledge that you have read and understood this Privacy Policy.

Personal Information We Collect

“Personal information” means information or an opinion about an identified individual, or an individual who is reasonably identifiable. It does not include information that has been anonymised or de-identified.

Depending on how you interact with us, we may collect the following types of personal information:

Contact details such as your name, billing address, shipping address, email address and phone number
Financial and payment information, including payment method details and transaction confirmations (note: payment card information is processed securely by our payment providers and is not stored by us)
Account information, including usernames, passwords, preferences and settings
Transaction information, such as products viewed, added to cart, purchased, returned or exchanged
Communications, including enquiries, reviews or correspondence you send to us
Device and technical information, including IP address, browser type, device identifiers and network information
Usage information, including how you navigate and interact with our website and Services

How We Collect Personal Information

We may collect personal information:

Directly from you, when you place an order, create an account, subscribe to emails, contact us or otherwise provide information
Automatically, through cookies and similar technologies when you use our website
From service providers, such as Shopify, payment processors, delivery partners and analytics providers
From third parties or partners, where permitted by law

How We Use Your Personal Information

We use personal information for the following purposes:

Providing and Improving Our Services

To process orders, accept payments, arrange delivery, manage accounts, facilitate returns or exchanges, personalise your experience, and improve our website and offerings.

Marketing and Communications

Where you have consented or where permitted by law, to send marketing communications, updates and promotional material. You may unsubscribe at any time using the link provided in our emails.

Security and Fraud Prevention

To protect our business and customers, detect and prevent fraudulent or unauthorised activity, and maintain the security of our website and Services.

Customer Support

To respond to enquiries, provide assistance, and maintain our relationship with you.

Legal and Regulatory Obligations

To comply with applicable laws, regulations, court orders, or lawful requests from authorities, and to enforce our Terms of Service and other policies.

Disclosure of Personal Information

We may disclose personal information to:

Shopify and service providers who assist us with website hosting, payment processing, analytics, marketing, customer support, storage and delivery
Marketing and advertising partners, where permitted by law, to provide relevant advertising and promotions
Third parties where you request or consent to the disclosure (for example, delivery services or social media integrations)
Affiliated entities, if applicable
Regulatory or legal authorities, where required or authorised by law
Parties involved in a business transaction, such as a merger, sale or restructuring

All third parties are required to handle personal information in accordance with applicable privacy laws.

Relationship with Shopify

Our store is hosted by Shopify Inc. Shopify collects and processes personal information to provide and improve its services. Your information may be stored and processed outside Australia.

Shopify may use your personal information to provide enhanced features, analytics and advertising services across its platform. In these circumstances, Shopify is responsible for handling your personal information for those purposes.

You can learn more about Shopify’s privacy practices at:
https://privacy.shopify.com

You may also exercise certain privacy rights via Shopify’s Privacy Portal.

Cookies and Analytics

We use cookies and similar technologies to operate our website, improve functionality, analyse usage and support marketing activities. You can manage cookie preferences through your browser settings.

Third-Party Websites

Our website may include links to third-party websites or platforms. We are not responsible for the privacy practices, security or content of those websites. We encourage you to review their privacy policies before providing personal information.

Children’s Privacy

Our Services are not intended for children under the age of 18, and we do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us so we can take appropriate steps to delete it.

Security and Data Retention

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access. However, no method of transmission or storage is completely secure.

We retain personal information only for as long as necessary to fulfil the purposes outlined in this Privacy Policy, comply with legal obligations, resolve disputes, and enforce our agreements.

Your Rights

Depending on your location, you may have the right to:

Request access to your personal information
Request correction of inaccurate or outdated information
Request deletion of personal information (subject to legal requirements)
Opt out of marketing communications

To exercise these rights, please contact us using the details below. We may need to verify your identity before processing your request.

We will not discriminate against you for exercising your privacy rights.

Complaints

If you have a concern or complaint about how we handle your personal information, please contact us and we will respond promptly.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) via www.oaic.gov.au.

International Transfers

Your personal information may be transferred, stored or processed outside Australia, including by Shopify and other service providers. Where required, we rely on appropriate safeguards to protect your information.

Changes to This Policy

We may update this Privacy Policy from time to time. The most current version will always be available on our website, with the “Last updated” date revised accordingly.

Contact Us

If you have any questions about this Privacy Policy or how we handle personal information, please contact:

The Velvet Grove
Email: joanne@thevelvetgrove.com.au