Privacy policy

Our Commitment

Nātelle Skin Pty Ltd ("we", "us", "our") is committed to protecting your personal information. This Privacy Policy explains how we collect, use, disclose, and store your personal information when you visit our website or purchase from us, and how you can exercise your privacy rights.

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

What Personal Information We Collect

We may collect the following types of personal information:

• Your name, email address, phone number, and delivery or billing address
• Account login details, if you create an account with us
• Your order history, product preferences, and communications with us
• Payment information (processed securely by our payment provider, we do not store full card details)
• Information you provide when contacting our customer support team

How We Collect Your Information

We collect personal information when you:

• Sign up to receive our emails via our website
• Create an account on our website
• Place an order
• Contact us by email or through our website
• Interact with our website, ads, or social media pages

How We Use Your Information

We use your personal information to:

• Process and fulfil your orders, and communicate with you about them
• Send you marketing emails and promotions, where you have consented to receive them
• Manage your account
• Respond to your enquiries and provide customer support
• Improve our products, website, and customer experience
• Comply with our legal obligations

We will only send you marketing emails where you have given us your consent. You can withdraw your consent at any time by clicking the unsubscribe link in any of our emails, or by contacting us directly.

Cookies and Tracking Technologies

When you visit our website, we and our third-party partners may collect information about your browsing activity using cookies and similar technologies, including tracking pixels. This helps us understand how our website is used, measure the effectiveness of our advertising, and improve your experience.

We use the following tools that may collect data in this way:

• Google Analytics to understand website traffic and visitor behaviour. See Google's Privacy Policy for more information.
• Meta (Facebook) Pixel to measure the performance of our advertising and, where applicable, show you relevant ads on Facebook and Instagram. See Meta's Privacy Policy for more information.

You can manage your cookie preferences through your browser settings. Disabling certain cookies may affect some features of our website.

Disclosure of Your Information

We do not sell your personal information to third parties. We may share your information with trusted service providers who help us operate our business, including:

• Shopify: our e-commerce platform
• Klaviyo: our email marketing platform
• Google: for analytics
• Meta: for advertising measurement
• Payment processors and delivery partners

These providers are only permitted to use your information to help us deliver our services to you, and are required to keep it secure and confidential. We may also disclose your information where required or authorised by law.

Overseas Disclosure

Some of our service providers are based overseas, including in the United States. Where we disclose personal information to overseas recipients, we take reasonable steps to ensure they handle your information consistently with the Australian Privacy Principles.

Information Security

We take reasonable steps to protect the personal information we hold from misuse, interference, loss, and unauthorised access, modification, or disclosure. Our website uses SSL encryption to protect data transmitted between your browser and our site.

Retention of Your Information

We retain your personal information for as long as necessary to fulfil the purposes for which it was collected, including to satisfy any legal, accounting, or reporting requirements. When no longer needed, we will take reasonable steps to destroy or de-identify it.

Accessing and Correcting Your Information

You have the right to request access to the personal information we hold about you, and to ask us to correct anything that is inaccurate, out of date, incomplete, or misleading. To make a request, please contact us using the details below. We will respond as soon as reasonably practicable.

Complaints

If you believe we have mishandled your personal information or breached the Australian Privacy Principles, we encourage you to contact us first so we can work to resolve your concern. 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 or by calling 1300 363 992.

Changes to This Policy

We may update this Privacy Policy from time to time. When we do, we will post the revised version on this page with an updated date. We encourage you to check back periodically.

Contact Us

If you have any questions about this Privacy Policy or how we handle your personal information, please get in touch.