Privacy Policy

Sarah & Susan Melbourne is operated by ecomschild, based in the Netherlands. In this Privacy Policy, “we”, “us” and “our” refer to ecomschild trading as Sarah & Susan Melbourne.

We operate this website and online store, including its content, features, tools, products and related services (the “Services”). Our store is powered by Shopify.

This Privacy Policy explains how we collect, use, store and disclose personal information when you browse our website, place an order, create an account or communicate with us.

For personal information processed for our business purposes, ecomschild is the data controller under the General Data Protection Regulation (“GDPR”). Shopify and other providers may also independently control certain processing, as explained below.

If this Privacy Policy conflicts with our Terms of Service regarding personal information, this Privacy Policy takes precedence.

Using our website does not, by itself, constitute consent to marketing or other processing that requires your separate consent.

Personal Information We Collect

Personal information is information that identifies you or can reasonably be linked to you. It does not include information that has been effectively anonymised so that you can no longer be identified.

Depending on how you interact with us, we may collect:

• Contact information: your name, email address, telephone number, billing address and delivery address.

• Order and transaction information: products ordered, payment status, purchase history, returns, exchanges, refunds and delivery information.

• Payment information: information needed to process payments, including payment method, transaction references and payment confirmation. Payment providers process card or financial details through their systems; the information available to us depends on the payment method used.

• Account information: account identifiers, login-related information, preferences and settings, where an account feature is available.

• Customer service information: messages, enquiries, complaints and photographs or other information you provide to resolve an order issue.

• Device and technical information: IP address, browser type, device information, identifiers and technical logs.

• Website activity: pages and products viewed, shopping cart activity and interactions with our website, where collected through enabled tools.

• Marketing preferences: subscription status, consent records and interactions with marketing communications.

Please do not send full payment card details, account passwords or unnecessary sensitive information by email.

Where We Obtain Personal Information

We may obtain information:

• Directly from you, when you place an order, contact us, create an account, submit a review or subscribe to marketing.

• Automatically, through cookies, similar technologies and technical logs when you use the website.

• From service providers, including Shopify, payment processors, delivery companies and customer service providers.

• From other third parties, such as advertising or analytics partners and integrations you choose to use, where enabled and lawful.

Where required, we will provide additional information about a third-party source and the information received.

You may browse parts of our website without providing contact information. However, if you do not provide information necessary to process an order or arrange delivery, we may be unable to provide those services.

How We Use Personal Information

Providing Our Services

We use relevant information to:

• Process payments and fulfil orders.

• Arrange shipping and provide tracking updates.

• Manage accounts and shopping preferences.

• Handle enquiries, returns, exchanges and refunds.

• Communicate about purchases and service issues.

• Display reviews you choose to submit.

Improving the Shopping Experience

Where the relevant features are enabled and permitted by law, we may analyse website activity, troubleshoot technical problems and personalise product recommendations.

Marketing and Advertising

We may use contact details and relevant shopping activity to send promotional communications or display advertising where we have the necessary consent or another lawful permission.

Marketing consent is separate from placing an order. Purchasing from us does not automatically subscribe you to promotional emails or text messages.

Where enabled, advertising partners may use cookies or similar technologies to measure campaigns or personalise advertising. We obtain consent where required.

Security and Fraud Prevention

We use relevant information to protect accounts, verify transactions, prevent fraud and investigate suspicious or unlawful activity.

Legal and Administrative Purposes

We may retain and use information to meet accounting and tax requirements, respond to lawful requests, resolve disputes and establish or defend legal claims.

Legal Bases for Processing

Where the GDPR applies, we rely on the following legal bases as appropriate:

• Contract: processing necessary to accept, fulfil and support your order, or take steps you request before purchasing.

• Legal obligations: processing needed to comply with applicable accounting, tax or other legal requirements.

• Legitimate interests: proportionate processing for website security, fraud prevention, service improvement and managing or defending claims, where those interests are not overridden by your rights.

• Consent: processing for activities that require your permission, including relevant marketing and non-essential cookies.

You may withdraw consent at any time. Withdrawal does not affect processing lawfully carried out before you withdrew it.

How We Share Personal Information

We share personal information where necessary and lawful with:

• Shopify, to host and operate the store and provide related platform services.

• Payment providers, to process payments, refunds and transaction checks.

• Fulfilment suppliers and delivery companies, to prepare, dispatch and deliver purchases.

• Technology and support providers, for services such as hosting, customer support, email delivery and data storage.

• Analytics and advertising providers, where enabled and subject to applicable consent requirements.

• Professional advisers and authorities, where needed for legal, accounting, regulatory or dispute-related purposes.

We may also disclose information where you request or authorise us to do so.

If our business is sold or reorganised, relevant information may be shared with advisers or a prospective or new operator, subject to appropriate confidentiality, security and legal safeguards.

We limit information shared with fulfilment partners to what is reasonably needed to supply your order. We do not authorise them to use your information for unrelated marketing.

Cookies and Similar Technologies

Our website uses cookies and similar technologies to support functions such as shopping carts, checkout, security and remembering preferences.

Depending on the tools enabled, we may also use analytics or advertising technologies to understand website use and measure marketing performance.

Where consent is required, non-essential technologies will only be used after you provide it. You may manage or withdraw your choices through the cookie controls available on our website.

You can also manage cookies through your browser settings. Blocking certain cookies may affect website functionality.

Relationship with Shopify

Shopify hosts our store and processes personal information to support the Services.

For some activities, Shopify processes information on our behalf. For other activities, including certain Shopify services or enhanced features where enabled, Shopify may determine its own purposes for processing.

If enabled, enhanced features may involve information about your interactions with our store, other merchants and Shopify. Shopify’s own privacy information explains these activities and the choices available to you.

For further details, visit:

• Shopify Consumer Privacy Policy

• Shopify Privacy Portal

Please contact us about information processed for our store. Requests concerning processing independently controlled by Shopify may need to be directed to Shopify.

Third-Party Websites and Public Content

Our website may link to independent websites or social media platforms. Their privacy practices are governed by their own policies.

Please review those policies before providing personal information.

Reviews or other content you choose to publish may be visible to other people. Avoid including private contact details or other information you do not want made public.

This section does not limit our responsibilities for personal information that we collect or disclose.

Children’s Information

Our store is intended for adult shoppers and is not directed at children.

We do not knowingly collect children’s personal information for marketing or advertising purposes.

If you believe a child has provided personal information inappropriately, please contact us. We will assess the situation and remove information where appropriate, subject to any legal retention requirements.

Security

We take reasonable technical and organisational measures to protect personal information against unauthorised access, misuse, loss, alteration and disclosure.

No website or transmission method can guarantee absolute security. Please protect your account credentials and avoid sending sensitive information through unsecured channels.

Where a data breach triggers a legal notification requirement, we will notify the relevant authority and affected individuals as required.

Retention

We retain personal information only for as long as reasonably necessary for the purposes described in this policy or to meet applicable legal requirements.

Retention depends on the type of information:

• Order and accounting records are retained for the applicable statutory record-keeping period.

• Account information is retained while the account is active and for any justified period after closure.

• Customer service records are retained as needed to resolve enquiries, manage product issues and address potential claims.

• Marketing information is retained while the subscription remains active or another lawful basis applies. We may retain a minimal suppression record to respect an unsubscribe request.

• Technical and analytics information is retained for the period needed for its relevant security or measurement purpose.

When information is no longer required, we delete it or effectively anonymise it. You may contact us for further information about the retention period relevant to your data.

Your Rights and Choices

You may contact us to request access to or correction of your personal information.

Depending on applicable law and the circumstances, you may also have rights to:

• Request deletion of personal information.

• Restrict certain processing.

• Object to processing based on legitimate interests.

• Receive eligible information in a portable format.

• Withdraw consent.

• Object to the use of your information for direct marketing.

• Request safeguards or review where legally significant decisions are made solely through automated processing.

These rights are subject to legal conditions and exceptions. For example, we may need to retain transaction records to comply with accounting obligations.

Because our business is established in the Netherlands, GDPR rights may apply to processing carried out in the context of that establishment even if you live outside Europe.

Making a Request

Email info@sarahsusanmelbourne.com with your request.

We may ask for proportionate information to verify your identity. An authorised representative may contact us on your behalf if they provide suitable evidence of authority.

We normally respond to GDPR rights requests within one month. If a lawful extension is necessary, we will explain the reason and applicable timeframe.

Requests are normally free of charge. If we refuse a request or a lawful charge applies, we will explain the reason and your options.

Marketing Preferences

You can unsubscribe from promotional emails using the unsubscribe link in the message or by contacting us.

For promotional text messages, use the opt-out instructions provided or contact us directly.

We will action electronic marketing unsubscribe requests within five working days, or sooner where required. You do not need to create an account or pay a fee to unsubscribe.

Unsubscribing from marketing does not stop necessary communications about an existing order, refund or service issue.

Privacy Complaints

If you have a privacy concern, please contact info@sarahsusanmelbourne.com and explain what happened and the outcome you are seeking.

We will investigate and aim to provide a substantive response within 30 days.

You may also complain to a competent privacy regulator:

• Australia: the Office of the Australian Information Commissioner, where the matter falls within its jurisdiction. Generally, you should first complain to us and allow 30 days for a response.

• The Netherlands: the Autoriteit Persoonsgegevens.

• Other jurisdictions: the relevant local authority where applicable.

Nothing in this policy limits your right to seek another remedy available under law.

International Transfers

Our business is based in the Netherlands, and we serve customers in Australia and other supported destinations. Personal information may therefore be accessed or processed outside your country of residence.

Shopify and our payment, technology and fulfilment providers may also process information internationally.

Countries in which relevant overseas recipients process personal information: [Insert the confirmed countries used by your Shopify services, payment providers, apps and fulfilment suppliers.]

Different countries may have different privacy laws. We use appropriate safeguards where required by applicable law.

Where the Australian Privacy Principles apply, we take reasonable steps required by law to protect information disclosed to overseas recipients and remain accountable where required.

Where the GDPR or UK GDPR requires safeguards for an international transfer, we use an applicable lawful mechanism, such as an adequacy decision or approved standard contractual clauses with any necessary additional measures.

You may contact us for further information about relevant recipients, countries and transfer safeguards, including how to obtain a copy of applicable safeguards.

Changes to This Privacy Policy

We may update this policy to reflect changes in our practices, Services or legal requirements.

We will publish the revised policy on this website and update the “Last updated” date. Where required, we will provide additional notice or obtain consent before introducing new processing.

Contact Information

For privacy enquiries, rights requests or complaints, contact:

Store name: Sarah & Susan Melbourne
Company name / data controller: ecomschild
Company address: Boezem 55, 4007 RA Tiel, the Netherlands
Warehouse address: Foundation Road, Truganina VIC 3029, Australia
Company registration number: 42067606
Phone: +61 468 146 761
Email: info@sarahsusanmelbourne.com

Please direct privacy correspondence to our email or company address rather than the warehouse.

Customer service hours:
Monday to Friday: 09:00–17:00 (GMT)
Saturday and Sunday: 11:00–16:00 (GMT)

We aim to acknowledge enquiries within 24 hours. Formal privacy requests and complaints may require additional time as explained above.