Privacy policy

Lilly & Willow Skincare ("we", "us", "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information when you visit our website lillyandwillowskin.com or make a purchase from us.

We are committed to handling personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1. Information We Collect

We may collect the following types of personal information:

  • Contact details — name, email address, phone number, shipping and billing address
  • Payment information — processed securely through our payment gateway (we do not store full credit card details)
  • Order history — products purchased, order value, and transaction dates
  • Account information — if you create an account, your login details and preferences
  • Marketing preferences — whether you've opted in to receive marketing communications
  • Technical data — IP address, browser type, device information, and browsing behaviour on our site
  • Communications — any information you provide when contacting us via email, contact forms, or social media

2. How We Collect Information

We collect personal information when you:

  • Browse our website
  • Create an account
  • Place an order
  • Subscribe to our newsletter or marketing communications
  • Contact us with an enquiry
  • Interact with our social media pages

We also automatically collect certain information through cookies and similar tracking technologies (see Section 5 below).

3. How We Use Your Information

We use your personal information to:

  • Process and fulfil your orders, including shipping and payment processing
  • Communicate with you about your orders, account, or enquiries
  • Send you marketing communications, where you have opted in (you can unsubscribe at any time)
  • Improve our website, products, and customer experience
  • Personalise and measure the effectiveness of our advertising
  • Comply with our legal and regulatory obligations
  • Detect and prevent fraud or unauthorised activity

4. Disclosure of Your Information

We may share your personal information with:

  • Service providers who help us operate our business, including our website platform (Shopify), payment processors, and shipping/delivery providers
  • Marketing and analytics platforms, including Google Analytics and Meta (Facebook/Instagram), to help us understand website usage and deliver relevant advertising
  • Email and SMS marketing platforms, such as Klaviyo or Omnisend, to send you newsletters, promotions, and order-related communications where you have opted in
  • Professional advisors, such as accountants or legal advisors, where necessary
  • Government or regulatory bodies, where required by law

We do not sell your personal information to third parties.

5. Cookies and Tracking Technologies

Our website uses cookies and similar technologies, including:

  • Google Analytics — to help us understand how visitors use our website
  • Meta Pixel (Facebook/Instagram) — to help us measure and improve the effectiveness of our advertising
  • Klaviyo and/or Omnisend — email and SMS marketing platforms used to manage subscriber lists, personalise communications, and track engagement with our marketing (e.g. email opens and link clicks)

These tools may collect information about your browsing behaviour, device, and location, and may be used to show you relevant advertising on other platforms, or to personalise the marketing communications you receive from us. You can control or disable cookies through your browser settings; however, this may affect your experience on our website.

6. Data Storage and Security

Your personal information is stored securely using Shopify's hosting infrastructure, which includes industry-standard security measures. While we take reasonable steps to protect your information, no method of transmission over the internet is completely secure, and we cannot guarantee absolute security.

Some of our service providers, including Shopify and our marketing platforms, may store or process data on servers located outside Australia. Where this occurs, we take reasonable steps to ensure your information continues to be handled in accordance with this Privacy Policy and applicable privacy laws.

7. Access and Correction

You have the right to request access to the personal information we hold about you, and to request that we correct any inaccurate or outdated information. To make a request, please contact us using the details below.

We will respond to your request within a reasonable timeframe, in accordance with our obligations under the Privacy Act.

8. Marketing Communications

If you have opted in to receive marketing emails or SMS from us, you can opt out at any time by:

  • Clicking the "unsubscribe" link in any marketing email
  • Contacting us directly using the details below

9. Children's Privacy

Our website and products are not intended for children under the age of 16, and we do not knowingly collect personal information from children.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal obligations. Any changes will be posted on this page with an updated "Last updated" date.

11. Complaints

If you believe we have breached the Australian Privacy Principles or mishandled your personal information, please contact us in the first instance using the details below. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

12. Contact Us

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

Lilly & Willow Skincare [Business Address — 45-53 Kinghorne St, Nowra NSW 2541] Phone: [0439 103 791]