Privacy policy

1. Introduction

At FURNILAND ("we", "our", or "us"), we value your privacy and are committed to protecting your personal information.

This Privacy Policy explains how we collect, use, disclose, store, and protect your personal information when you visit www.furniland.com.au, place an order, communicate with us, or otherwise interact with FURNILAND.

We handle your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

By using our website or providing your personal information to us, you acknowledge that your personal information will be handled in accordance with this Privacy Policy.

If you have any questions about this Privacy Policy or how we handle your personal information, please contact our Customer Care Team using the contact details provided at the end of this Policy.

2. What Personal Information We Collect

The personal information we collect depends on how you interact with FURNILAND. We only collect personal information that is reasonably necessary to provide our products, customer support, and related services.

Depending on your interaction with us, we may collect the following types of personal information:

  • your full name;

  • billing and delivery addresses, delivery instructions, and other information you provide to assist with the delivery of your order;

  • email address;

  • telephone number;

  • order and purchase history;

  • payment information required to process your purchase (please note that complete payment card details are securely processed by our payment providers and are not stored by FURNILAND);

  • communications with our Customer Care Team, including emails, live chat messages, delivery enquiries, and other correspondence;

  • information you provide when requesting a return, refund, warranty claim, or other customer support, including photographs, videos, and supporting documentation where relevant;

  • product reviews, ratings, or other feedback you choose to submit;

  • your IP address, browser type, device information, and general website usage information; and

  • any other personal information you choose to provide to us.

If you choose not to provide certain personal information, we may be unable to process your order, deliver your products, respond to your enquiries, or provide after-sales support.

3. How We Collect Personal Information

Most personal information is collected directly from you. In some circumstances, we may also receive personal information from trusted third parties where reasonably necessary to provide our products, customer support, and related services.

We may collect personal information when you:

  • place an order or begin the checkout process through our website;

  • create or manage an account with us;

  • contact our Customer Care Team by email, live chat, or other communication channels;

  • request a return, refund, warranty claim, or other after-sales support;

  • subscribe to receive marketing communications;

  • submit a product review or other feedback;

  • participate in surveys, promotions, competitions, or other activities offered by FURNILAND;

  • browse or interact with our website, including through the use of cookies and similar technologies; or

  • otherwise provide personal information to us.

We may also automatically collect certain technical information when you visit our website, including through cookies and Google Analytics. This information helps us understand how our website is used, improve its performance, and enhance your shopping experience.

Further information about our use of cookies and Google Analytics is provided in Section 6 – Cookies & Google Analytics.

4. How We Use Your Personal Information

We use your personal information only where reasonably necessary to operate our business, provide our products and customer support, comply with our legal obligations, and improve your experience with FURNILAND.

Depending on how you interact with us, we may use your personal information to:

  • process and fulfil your orders;

  • arrange, manage, and facilitate the delivery of your purchases;

  • communicate with you about your orders, enquiries, returns, refunds, warranty claims, or other after-sales support;

  • follow up on incomplete purchases or abandoned checkouts where permitted by law;

  • verify your identity where reasonably necessary;

  • process payments and help prevent fraudulent or unauthorised transactions;

  • analyse and improve our website, products, customer experience, and related services;

  • respond to your enquiries and provide customer support;

  • invite you to leave product or store reviews following your purchase;

  • send you marketing communications where you have subscribed or where otherwise permitted by law;

  • comply with our legal and regulatory obligations; and

  • establish, exercise, or defend our legal rights where necessary.

We will only use your personal information for the purposes for which it was collected, or for related purposes that are permitted or required by law.

5. When We Share Your Personal Information

We only share your personal information where reasonably necessary for the purposes described in this Privacy Policy. This includes operating our business, fulfilling your orders, providing customer support, complying with legal obligations, or where otherwise permitted or required by law.

FURNILAND does not sell, rent, or trade your personal information to third parties for their own marketing purposes.

Depending on the circumstances, we may share your personal information with the following categories of trusted third parties:

5.1 Shopify & Payment Processing

We use Shopify to operate our online store and process orders. We may also share personal information with payment providers, including Shop Pay and other secure payment gateways, to process payments, help prevent fraudulent or unauthorised transactions, and provide related payment services.

5.2 Order Fulfilment & Delivery

To fulfil and deliver your orders, we may share relevant personal information with trusted suppliers, fulfilment partners, warehouses, and delivery providers. We may also receive updated delivery information from these providers to assist with order fulfilment, delivery enquiries, returns, refunds, warranty claims, and other after-sales support.

5.3 Customer Support, Reviews & Analytics

We may use trusted third-party service providers to help us deliver customer support services, improve our website, and collect customer feedback. For example, we use Shopify Inbox to provide live chat support, Judge.me to invite customers to leave product or store reviews following a purchase, and Google Analytics to help us understand how visitors use our website and improve its performance. Further information about our use of cookies and Google Analytics is provided in Section 6 – Cookies & Google Analytics.

5.4 Professional & Legal Disclosures

Where reasonably necessary, we may disclose personal information to our professional advisers (such as accountants, auditors, insurers, or legal advisers), regulatory authorities, law enforcement agencies, courts, or other government bodies where required or authorised by law.

We only share the personal information that is reasonably necessary for the relevant purpose and take reasonable steps to ensure that trusted third parties who handle personal information on our behalf do so in accordance with applicable privacy laws and appropriate security standards.

Our website may contain links to third-party websites for your convenience. We are not responsible for the privacy practices or content of those websites, and we encourage you to review their privacy policies before providing any personal information.

6. Cookies & Google Analytics

FURNILAND uses cookies and similar technologies, including those provided by trusted third-party service providers, to help operate our website, improve its functionality, and enhance your shopping experience.

Cookies are small text files that are stored on your device when you visit our website. They help us remember your preferences, maintain your shopping cart and checkout session, understand how visitors use our website, and improve the performance of our online store.

We also use Google Analytics to collect and analyse aggregated website usage information. Google Analytics may collect technical information such as your IP address, browser type, device information, pages visited, time spent on our website, and other general website usage information. This information helps us better understand how visitors use our website so that we can improve its functionality, performance, and customer experience.

While Google Analytics may collect certain technical information, we do not use this information to personally identify individual visitors.

You can manage or disable cookies through your web browser settings. Please note that disabling cookies may affect the functionality of certain features of our website, including your shopping cart and checkout experience.

You can also learn more about how Google Analytics collects and processes information, including available opt-out options, by visiting Google's privacy resources.

7. Marketing Communications

Where permitted by law, we may send you marketing communications about FURNILAND, including information about new products, promotions, special offers, and other updates that may be of interest to you.

You may receive marketing communications if you:

  • have subscribed to receive marketing communications;

  • have requested information from us; or

  • have started or completed a purchase through our website, including incomplete purchases or abandoned checkouts, where permitted by law.

You can unsubscribe from our marketing emails at any time by clicking the "Unsubscribe" link included in our emails or by contacting our Customer Care Team.

Please note that even if you opt out of marketing communications, we may still contact you regarding your orders, deliveries, returns, refunds, warranty claims, account-related matters, or other important service communications.

8. Data Security & Retention

FURNILAND takes the security of your personal information seriously and takes reasonable steps to protect it from misuse, interference, loss, unauthorised access, modification, or disclosure. We also work with trusted service providers that implement appropriate security measures to safeguard the personal information they process on our behalf.

While we take reasonable steps to protect your personal information, no method of transmitting information over the internet or storing electronic information is completely secure. Accordingly, we cannot guarantee the absolute security of your personal information.

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

When personal information is no longer reasonably required, we will take reasonable steps to securely destroy, de-identify, or otherwise dispose of it in accordance with applicable laws and good business practices.

9. Overseas Disclosure

Some of the trusted service providers we use to operate our business, process payments, provide customer support, analyse website performance, or fulfil orders may store or process personal information outside Australia.

As a result, your personal information may be transferred to or accessed from countries outside Australia, including the United States and Canada, where our trusted service providers operate their infrastructure or business operations.

Before disclosing personal information to overseas recipients, FURNILAND takes reasonable steps to ensure that they handle personal information in a manner that is consistent with applicable privacy laws, or that the disclosure is otherwise permitted under the Privacy Act 1988 (Cth).

By using our website or providing your personal information to us, you acknowledge that your personal information may be disclosed to trusted overseas service providers as described in this Privacy Policy.

10. Your Privacy Rights

You may request access to the personal information we hold about you, or ask us to correct your personal information if you believe it is inaccurate, incomplete, out of date, or misleading.

To make a request, please contact our Customer Care Team using the contact details provided at the end of this Privacy Policy. We may need to verify your identity before processing your request to help protect your personal information.

We will respond to requests for access or correction within a reasonable time and in accordance with applicable privacy laws.

In some circumstances permitted by applicable privacy laws, we may decline a request for access to or correction of personal information. If we do so, we will provide written reasons where required by law.

If you have a concern or complaint about how we handle your personal information, please contact our Customer Care Team first so we have the opportunity to investigate and resolve the matter.

We aim to investigate and respond to privacy complaints within 30 days where reasonably practicable.

If you are not satisfied with our response, or if we have not responded within 30 days, you may contact the Office of the Australian Information Commissioner (OAIC) for further information or to lodge a privacy complaint.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business, website, services, privacy practices, applicable laws, or regulatory requirements.

Any changes will take effect when the updated Privacy Policy is published on our website, unless otherwise required by law.

Where appropriate, we may also notify you of material changes by providing a prominent notice on our website or through other appropriate communication channels.

We encourage you to review this Privacy Policy periodically to ensure you remain informed about how we collect, use, store, disclose, and protect your personal information.

The "Last Updated" date shown at the top of this Privacy Policy indicates when it was most recently revised.

12. Contact Us

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

Customer Care Team
Email: info@furniland.com.au

We will endeavour to respond to your enquiry within a reasonable time and in accordance with applicable privacy laws where relevant.