3. Privacy Policy
1. Last updated: 29 August 2026
This Privacy Policy explains how Ella & Henry Melbourne collects, uses, discloses and protects personal information when you visit, interact with or make a purchase through ellahenrymelbourne.com.
We handle personal information in connection with operating our online store, processing orders, providing customer support, improving our services and meeting applicable legal obligations. Where Australian privacy laws apply to our activities, we aim to handle personal information consistently with those requirements.
Information we collect
Depending on how you use our website and services, we may collect personal information and technical information such as:
1. Your name
2. Email address
3. Phone number
4. Billing address
5. Shipping address
6. Order and purchase details
7. Payment confirmation and transaction information
8. Device, browser and operating system information
9. IP address
10. Website activity, including pages viewed, products viewed and products added to your cart
11. Messages or information you provide when contacting customer service
We collect information that is reasonably necessary for the operation of our store and the purposes described in this Privacy Policy.
How we use your information
We may use personal information to:
1. Process, fulfil and manage your orders
2. Send order confirmations, tracking information and shipping updates
3. Respond to customer service enquiries
4. Manage returns, refunds and exchanges
5. Maintain and improve our website and shopping experience
6. Help prevent fraud, misuse and security incidents
7. Send marketing communications where you have subscribed or where otherwise permitted by law
8. Maintain business, accounting and transaction records
9. Comply with applicable legal, regulatory and tax obligations
Shopify
Our online store is hosted on Shopify. Shopify provides the ecommerce platform and related technology that allows us to offer products and services through our website.
Personal information may be processed or stored by Shopify and its service providers in accordance with their own privacy and security practices. Because Shopify and other service providers operate internationally, information may be processed in countries outside Australia.
Payments
Payments are processed through secure third party payment providers. Ella & Henry Melbourne does not store your full credit card number.
Depending on the payment options available at checkout, payments may be processed through providers or services such as Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay or other secure payment services.
When we share information
We may disclose personal information to trusted service providers where reasonably necessary to operate our business and provide our services. These may include:
1. Shopify and ecommerce technology providers
2. Payment processors and payment networks
3. Shipping carriers and delivery partners
4. Suppliers and fulfilment partners
5. Customer support and communication tools
6. Email marketing providers, where applicable
7. Analytics, advertising and website performance providers
8. Professional advisers or authorities where disclosure is required or permitted by law
We do not disclose personal information simply for unrelated purposes. We share information where needed to provide our services, operate our store, protect our business or comply with legal requirements.
Direct supplier fulfilment and overseas disclosure
Some orders may be fulfilled and shipped directly by suppliers or fulfilment partners, including partners located outside Australia. To process and deliver an order, we may need to provide relevant information such as your name, shipping address, contact details and order information.
This means personal information may be disclosed to or processed by service providers in other countries, including China and other locations where our suppliers, fulfilment partners or technology providers operate. We take reasonable steps when selecting service providers, but overseas recipients may be subject to different privacy laws.
Marketing communications
If you subscribe to our email list, we may send you information about new arrivals, special offers, sale events and store updates.
You can unsubscribe at any time by using the unsubscribe link included in our marketing emails or by contacting us at info@ellahenrymelbourne.com. Unsubscribing from marketing does not prevent us from sending service messages that are necessary for an existing order or customer service request.
Cookies and similar technologies
Our website may use cookies, pixels and similar technologies to operate the website, remember preferences, support checkout, understand website traffic and performance, and, where applicable, support advertising and marketing.
You can control certain cookies through your browser settings and any cookie controls made available on our website. Disabling some cookies may affect how parts of the website function.
Data security
We take reasonable steps to protect personal information against misuse, interference, loss, unauthorised access, modification and disclosure. We also use established ecommerce, payment and service providers to support the security of our store.
However, no method of internet transmission or electronic storage can be guaranteed to be completely secure.
Data retention
We retain personal information for as long as reasonably necessary for the purposes for which it was collected, including processing and maintaining order records, providing customer service, resolving disputes, preventing fraud and meeting legal, accounting and tax obligations. When information is no longer required, we take reasonable steps to delete or de-identify it where appropriate.
Access and correction
You may contact us to request access to personal information we hold about you or to ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading, subject to applicable law.
Depending on where you live and the laws that apply, you may also have additional privacy rights. To make a privacy request, contact us at info@ellahenrymelbourne.com. We may need to verify your identity before completing certain requests.
Privacy complaints
If you have a concern or complaint about how we have handled your personal information, please contact us at info@ellahenrymelbourne.com with enough information for us to understand and review the issue. We will take reasonable steps to investigate and respond to privacy concerns.
Third party links
Our website may contain links to websites or services operated by third parties. We are not responsible for the privacy practices, security or content of third party websites. We recommend reviewing the privacy information of any third party service you choose to use.
Children's privacy
Our store is intended for customers who are able to make purchases in accordance with applicable law. We do not knowingly seek to collect personal information from children for the purpose of allowing them to purchase products without appropriate authorisation.
Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our business, website, service providers or legal obligations. The updated version will be posted on this page and the 'Last updated' date will be revised.
Contact us
If you have questions about this Privacy Policy, want to make a privacy request or wish to raise a privacy concern, please contact us:
Ella & Henry Melbourne
Email: info@ellahenrymelbourne.com
Website: ellahenrymelbourne.com