Privacy Policy

Eloise Melbourne ("we", "us", "our") respects your privacy. This policy explains what personal information we collect, how we use it and the choices you have. We handle personal information in line with the Australian Privacy Principles.

Information we collect

  • Contact details: name, email address, phone number, billing and shipping address.
  • Order details: products you buy, return or add to your cart, and your order history.
  • Payment details: processed securely by Shopify and our payment partners. We do not store full card numbers.
  • Device and usage information: IP address, browser type, pages viewed and how you interact with the Site, collected through cookies and similar technologies.
  • Communications: anything you send us by email or through our contact form.

How we use your information

  • to process and deliver your orders, returns and refunds,
  • to provide customer support and respond to your questions,
  • to send order updates and tracking information,
  • to send marketing emails if you have subscribed (you can unsubscribe at any time),
  • to improve our website, products and advertising,
  • to prevent fraud and keep our Site secure,
  • to meet our legal obligations.

Who we share it with

We share personal information only where needed to run our business, including with Shopify (our e-commerce platform), payment providers, fulfilment and delivery partners, email and analytics providers, and advertising partners. Some of these providers may store or process information outside Australia. We take reasonable steps to make sure they protect your information.

Cookies

We use cookies to make the Site work, remember your cart, understand how visitors use the Site and show relevant ads. You can control or delete cookies through your browser settings. Some parts of the Site may not work properly without them.

Marketing

If you subscribe to our newsletter, we will send you offers and news. Every email includes an unsubscribe link. Even if you unsubscribe, we will still send you messages about your orders.

Security and retention

We take reasonable steps to protect your personal information from misuse, loss and unauthorised access. We keep it only as long as we need it for the purposes above or as required by law.

Access and correction

You can ask to access, correct or delete the personal information we hold about you by emailing support@eloisemelbourne.com. We may need to verify your identity first.

Complaints

If you have a concern about how we handle your personal information, please contact us first. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

Changes to this policy

We may update this policy from time to time. The latest version will always be on this page.

Contact

Eloise Fashion Group Ltd, trading as Eloise Melbourne
Email: support@eloisemelbourne.com