Privacy policy

Privacy policy

Belgrave Orchids is committed to protecting your privacy. This Privacy Policy describes how we collect, use, store, and disclose personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) and, for customers in New Zealand, the Privacy Act 2020 (NZ).

Personal information we collect
When you visit our website, place an order, or contact us, we may collect personal information including:

  • Name
  • Email address
  • Billing and shipping address
  • Phone number
  • Order and payment details
  • Communications with us (including emails, support messages, and messages sent through the chat on our website)

We do not collect sensitive information unless required by law.

How we collect personal information
Personal information is collected when you:

  • Place an order through our website or our eBay store
  • Create or update an account
  • Contact us via email, website chat, or customer support
  • Subscribe to our email communications
  • Interact with our website

How we use your information
We use personal information to:

  • Process and fulfil orders
  • Provide customer support
  • Communicate about orders, deliveries, or enquiries
  • Send email communications where you have opted in
  • Improve our website, services, and customer experience
  • Meet legal and regulatory requirements

Website chat
The chat on our website is answered by Selby, an AI assistant that uses our product, order and care information. Chats are saved and may be reviewed by our team to answer follow-up questions and improve our service. If you verify an order in the chat, are logged in to your account, or give us your email so our team can reply, we may link the chat to your customer record and keep a short summary of it with your account. Please don't share payment details in the chat.

Third-party services
We use trusted third-party service providers to operate our business. These providers may have access to personal information only to the extent required to perform their services.

  • Shopify — our ecommerce platform and payment processing
  • Freedom (our own customer service system, hosted by Railway) — customer support, order and communication records
  • Anthropic and OpenAI — AI services that help us answer chat messages and draft support replies
  • Klaviyo — email communications and marketing (where you have opted in)
  • eBay — for orders placed through our eBay store
  • Xero — accounting
  • Australia Post, YunExpress and other shipping and fulfilment providers — to ship orders and provide tracking updates
  • Payment providers — to securely process transactions

Some of these providers store or process data outside Australia and New Zealand, including in the United States. Where this occurs, we take reasonable steps to ensure your information is handled in accordance with Australian and New Zealand privacy obligations.

Marketing communications
If you opt in to receive marketing emails, we may send you information about new products or updates. You can unsubscribe at any time using the link provided in our emails or by contacting us directly.

Cookies and website data
Our website uses cookies and similar technologies to support core functionality, analyse website traffic, and improve user experience. You can manage cookies through your browser settings.

How long we keep your information
Website chats and chat summaries are kept for 14 months and then deleted. Order, payment and accounting records are kept for as long as required by law, generally 5 years. Other support records are kept only as long as needed to provide our services.

Access and correction
You may request access to the personal information we hold about you or request corrections if you believe it is inaccurate. Requests can be made using the contact details below.

Data security
We take reasonable steps to protect personal information from misuse, loss, unauthorised access, modification, or disclosure. However, no method of transmission over the internet is completely secure.

Changes to this policy
This Privacy Policy may be updated from time to time to reflect changes to our practices or legal obligations. The current version will always be available on our website.

Contact us
For privacy-related enquiries or requests, please contact:
hello@belgraveorchids.com.au (New Zealand customers: hello@belgraveorchids.co.nz)