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Last updated: 14 October 2026
This Privacy Policy explains how The Flax Studio Pty Ltd (ACN 690 362 326, ABN 80 690 362 326) (“The Flax Studio”, “we”, “our” and “us”) collects, holds, uses and discloses your personal information. We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
This policy applies to visitors to our website, customers, account holders, newsletter subscribers, competition entrants and anyone else who deals with us.
1.1 Depending on how you deal with us, we may collect:
(a) your name, billing and delivery addresses, email address and telephone number;
(b) your customer account details and order history;
(c) payment confirmations and transaction details (your full card details are collected and processed by our payment providers, not by us);
(d) your enquiries and other communications with us;
(e) your marketing preferences;
(f) details you give us when you enter a competition, and your social media name and posts where you tag us or use our hashtag;
(g) information about how you use our website, collected through cookies and similar technologies, including your device, browser, IP address and approximate location; and
(h) information we receive from our website platform, payment providers and Australia Post where this is needed to process and deliver your order.
1.2 We do not ordinarily collect sensitive information, such as information about your health, racial or ethnic origin, religious beliefs or sexual orientation. Please do not send us sensitive information unless we ask for it. If we receive sensitive information we did not ask for, we will destroy or de-identify it where it is lawful and reasonable to do so.
2.1 We collect personal information directly from you when you create an account, place an order, subscribe to our emails, contact us, enter a competition or deal with us on social media.
2.2 We also collect information automatically through cookies, pixels and analytics tools when you use our website, and we receive information from our service providers as described in clause 1.
3.1 We use cookies and similar technologies to operate and secure our website, remember your preferences and understand how visitors use our website. The tools we use include Squarespace Analytics and Google Analytics. We plan to use Google Ads and Meta Pixel for advertising in the future.
3.2 If we enable these advertising tools, our advertising providers may use these technologies to show you advertisements for our products on other websites and apps, based on your use of our website.
3.3 You can block or delete cookies through your browser settings. If you block essential cookies, parts of our website may not work.
4.1 We use personal information to:
(a) process, deliver and manage your orders, returns, exchanges and refunds;
(b) create and manage your account;
(c) respond to your enquiries and provide customer service;
(d) run competitions and contact winners;
(e) send you marketing messages, where you have agreed to receive them or where the law otherwise allows;
(f) improve our website and products and understand our customers’ preferences;
(g) prevent fraud and keep our website and systems secure; and
(h) comply with our legal obligations.
4.2 Every marketing email we send includes an unsubscribe link. You can also ask us at any time to stop sending you marketing messages. We will still send you messages about your orders and your account.
4.3 Where possible, we use information for analytics and reporting in a form that does not identify you.
5.1 Card payments, Apple Pay, Google Pay and Link payments are processed by Squarespace Payments, which is powered by Stripe. Stripe collects your payment details and handles them under its own privacy policy. We receive confirmation of your payment and limited transaction details, but not your full card number.
5.2 Klarna is available only to customers aged 18 or over who meet Klarna’s eligibility requirements. Klarna provides its service under its own terms and conditions. If you choose Klarna, Klarna collects and uses your personal information, including for identity and credit checks, under its own privacy policy. We receive confirmation of your purchase from Klarna.
6.1 We do not sell or rent your personal information.
6.2 We disclose personal information only where it is needed to run our business, or where the law requires or allows it. This includes disclosure to:
(a) our website platform and hosting provider, Squarespace;
(b) our payment providers, Stripe and Klarna;
(c) Australia Post, to deliver your order and deal with delivery claims;
(d) our email, cloud storage and IT service providers, including Google;
(e) our analytics, advertising and marketing service providers, including Google and Meta;
(f) our professional advisers, such as our lawyers and accountants; and
(g) courts, government agencies, regulators and law enforcement bodies, where the law requires or allows it.
7.1 Some of the service providers listed in clause 6 store or process personal information outside Australia. The countries in which your information is likely to be stored or processed include the United States of America and Sweden, as well as other countries in which those providers or their related companies operate.
7.2 We take reasonable steps to make sure that overseas recipients handle personal information in a way that is consistent with the Australian Privacy Principles. The privacy laws of other countries may differ from Australian law.
8.1 We take reasonable steps to protect personal information from misuse, interference and loss, and from unauthorised access, change or disclosure.
8.2 We keep personal information only for as long as we need it for the purposes described in this policy, or for as long as the law requires. When we no longer need it, we take reasonable steps to destroy or de-identify it.
8.3 If a data breach involving your personal information is likely to cause you serious harm, we will notify you and the Office of the Australian Information Commissioner (OAIC) as required by the Privacy Act.
8.4 Please keep your account password secure and tell us straight away if you think someone has used your account without your permission.
9.1 Our website and products are intended for adults. If you are under 18 years of age, a parent or guardian must place the order for you.
9.2 If we find that we have collected personal information from a child in circumstances where we should not have, we will delete or de-identify it as soon as practicable, unless the law requires us to keep it. If you believe this has happened, please contact us.
10.1 You can ask for access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading. Please contact us using the details in clause 13, and we will respond within 30 days.
10.2 If we refuse your request, we will tell you why in writing and how you can complain about our decision.
10.3 You can also ask us to stop using your information for a purpose you previously agreed to, such as marketing.
11.1 If you have a complaint about how we have handled your personal information, please contact us using the details in clause 13. We will acknowledge your complaint within one business day and aim to respond within 30 days.
11.2 If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner:
Post: GPO Box 5288, Sydney NSW 2001
Telephone: 1300 363 992
Website: www.oaic.gov.au
12.1 We may update this Privacy Policy from time to time. The current version, with the date it was last updated, will always be published on our website.
13.1 If you have a question about this Privacy Policy or your personal information, please contact our Privacy Officer:
The Flax Studio Pty Ltd
Email: info@theflaxstudio.com
Post: PO Box 1359, Wahroonga NSW 2076
We aim to respond to all enquiries within one business day.