Privacy & Security Policy
How we protect and use your personal information
This Privacy Policy explains how Souvenirs Australia collects, holds, uses and discloses personal information when you browse our website, place an order, create an account, subscribe to our communications or otherwise interact with us.
About This Privacy Policy
Souvenirs Australia is committed to handling personal information responsibly and transparently. We aim to manage personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 and the Australian Privacy Principles where they apply to us.
This policy applies to personal information collected through our website, online store, customer service channels, newsletter subscriptions, promotions, reviews and other interactions with Souvenirs Australia.
You can generally browse our website without identifying yourself. However, certain services such as placing an order, creating an account, subscribing to communications or contacting us require personal information so that we can provide the requested service.
What Personal Information We Collect
The information we collect depends on how you interact with us. It may include:
Name, email address, telephone number, billing address, delivery address, postcode and other contact information you provide.
Products ordered, order history, transaction status, delivery information, returns, refunds and communications relating to your purchases.
Account information, newsletter preferences, communication preferences, promotional participation, survey responses and records relating to marketing preferences.
IP address, browser type, device information, pages viewed, referral information, cookies, session information and approximate location derived from your internet connection.
Payment information
Payments may be processed by specialist payment providers. Card details are generally transmitted securely to the applicable payment provider rather than stored directly by Souvenirs Australia. We may retain transaction references, payment method information, payment status and other limited information required for accounting, refunds, fraud prevention and customer support.
Sensitive information
We do not ordinarily seek to collect sensitive personal information. Please avoid sending sensitive information to us unless it is reasonably necessary for us to assist with your enquiry or transaction.
How We Collect & Use Personal Information
We generally collect personal information directly from you when you:
- place an order or create an account
- subscribe to our newsletter or other communications
- contact us by email, telephone or through our website
- submit a review, survey, enquiry or other content
- participate in a promotion or offer
- browse or interact with our website.
Information may also be collected automatically through cookies, website logs and similar technologies, or received from service providers involved in processing your transaction or delivering your order.
We may use personal information to:
- process, fulfil and manage orders
- process payments and refunds
- arrange shipping and delivery
- respond to enquiries and provide customer support
- manage returns, damaged items and delivery issues
- create and administer customer accounts
- detect and prevent fraud, misuse and security incidents
- display relevant currencies or website content based on approximate location
- understand how customers use our website and improve our products and services
- maintain accounting, taxation and business records
- manage disputes and enforce our legal rights
- comply with applicable legal and regulatory obligations
- send marketing communications where permitted by law.
We may also use aggregated or de-identified information for analytics, reporting, website improvement and business planning where that information no longer reasonably identifies an individual.
When We Share Personal Information
We may disclose personal information where reasonably necessary to operate our business, provide services to you or comply with legal obligations.
This may include disclosure to:
- ecommerce, website hosting and cloud service providers
- payment processors, banks and payment platforms
- Australia Post, couriers, freight providers and other delivery services
- email, newsletter and customer communication providers
- analytics, technology, IT support, cybersecurity and fraud-prevention providers
- professional advisers such as accountants, insurers, consultants and legal advisers
- government agencies, courts, regulators or law-enforcement authorities where required or authorised by law
- another organisation in connection with a proposed or actual sale, restructuring, merger or transfer of all or part of our business, subject to appropriate confidentiality and legal requirements.
Cookies, Analytics & Location Information
Our website may use cookies and similar technologies to operate correctly, remember preferences, maintain shopping sessions, analyse website usage, improve performance and provide relevant website functionality.
We may also use your IP address or similar technical information to estimate your general location. This may be used to provide localisation features such as displaying an appropriate currency or other location-relevant website content.
Cookies and similar technologies may be used for:
- shopping cart and checkout functionality
- account and session management
- security and fraud prevention
- remembering website preferences
- currency and location-related functionality
- traffic, analytics and performance measurement
- marketing and advertising where permitted.
Most browsers allow you to block or delete cookies. Disabling certain cookies may affect the functionality of the website, including shopping cart, account, currency or checkout features.
Marketing Communications
We may use your contact information to send newsletters, special offers, product updates and other promotional communications where permitted by applicable law, including where you have provided consent or where consent may lawfully be inferred from the circumstances and our relationship with you.
Marketing communications will identify Souvenirs Australia and provide an appropriate method for opting out.
You can stop receiving marketing emails at any time by:
- using the unsubscribe link provided in a marketing email, or
- emailing info@souvenirsaustralia.com and asking to be removed from our marketing list.
Unsubscribing from marketing does not prevent us from contacting you about an existing or previous order, payment, delivery, return, account, customer service enquiry or other non-marketing matter.
Overseas Service Providers & Data Processing
Some of the technology, payment, cloud, analytics, communication and other service providers we use may store, process or access information outside Australia.
The locations used by service providers may change over time and, because some providers use global infrastructure, it may not always be practicable for us to identify every country in which information may be processed.
Where Australian privacy law requires us to take particular steps in relation to an overseas disclosure of personal information, we will take reasonable steps to meet those requirements.
Security & Data Breaches
We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. Depending on the circumstances, these measures may include access controls, secure systems, encryption, passwords, security software, service-provider controls and administrative procedures.
Payment processing is generally performed through specialist payment providers rather than by storing complete payment card details directly within our own website systems.
No method of transmitting or storing information electronically can be guaranteed to be completely secure. While we take reasonable precautions, we cannot guarantee absolute security against every possible cyberattack, system failure or unauthorised action. This statement does not limit any obligation we have under applicable law.
If a data breach occurs, we will assess the circumstances and take appropriate steps to contain and respond to it. Where the Notifiable Data Breaches scheme or another applicable law requires notification, we will notify affected individuals and the relevant regulator as required.
How Long We Keep Personal Information
We retain personal information for as long as reasonably necessary for the purposes for which it was collected or for another permitted purpose.
This may include retaining information for:
- order fulfilment and customer service
- accounting, taxation and financial record keeping
- warranty, return and refund matters
- fraud prevention and security
- legal claims and dispute resolution
- compliance with applicable laws and regulatory requirements.
Where required by applicable privacy law, personal information that is no longer reasonably required will be destroyed or de-identified, unless we are legally required or otherwise permitted to retain it.
Accessing or Correcting Your Information
You may contact us to request access to personal information we hold about you or to ask us to correct information that is inaccurate, incomplete or out of date.
To protect customer privacy, we may ask you to provide reasonable information so that we can verify your identity before providing access to or changing personal information.
There may be limited circumstances in which access or correction can be refused or restricted under applicable law. Where required, we will explain the reason for doing so.
Requests can be sent to our Privacy Contact at info@souvenirsaustralia.com.
Privacy Questions & Complaints
If you have a question, concern or complaint about how we have handled your personal information, please contact us first so that we can investigate the matter.
Please provide enough information for us to understand the issue, together with your preferred contact details and any relevant order or reference number.
We will consider privacy complaints in good faith and aim to respond within a reasonable period.
Links to Other Websites
Our website may contain links to websites operated by third parties. Once you leave our website, the privacy practices and security of those websites are outside our control.
A link does not necessarily mean that we endorse the privacy, security or content practices of the third-party website. We recommend reviewing the applicable privacy policy before providing personal information to another website.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our business, website, technology, service providers or legal obligations.
The current version will be published on this page and will apply from the date it is published. We encourage you to review this policy periodically.
Contact Our Privacy Team
Contact us if you have a privacy question, would like to access or correct your personal information, wish to make a complaint or would like assistance with your marketing preferences.
