Privacy Policy

Last updated: 2 September 2026

1. About This Privacy Policy

Iluka Ilai, ABN 27 370 058 387 (“Iluka Ilai”, “we”, “us” or “our”), respects your privacy and is committed to handling personal information responsibly.

This Privacy Policy explains how we collect, hold, use, disclose and protect personal information when you:

• visit or use our website;

• purchase artwork, handmade jewellery or other products from us;

• place a custom or commissioned order;

• contact us;

• subscribe to marketing communications;

• interact with us through social media or other online services; or

• otherwise deal with Iluka Ilai.

Where the Privacy Act 1988 (Cth) and the Australian Privacy Principles (“APPs”) apply to Iluka Ilai, we will handle personal information in accordance with those requirements.

Where particular provisions of the Privacy Act do not legally apply to us, we nevertheless aim to handle personal information responsibly and consistently with this Privacy Policy.

2. What Is Personal Information?

Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable.

Depending on how you interact with Iluka Ilai, we may collect and hold different types of personal information about you.

3. Personal Information We May Collect

The personal information we may collect includes:

• your name;

• email address;

• phone number;

• billing details;

• delivery or shipping address;

• order and purchase history;

• information relating to returns, refunds or exchanges;

• details relating to custom or commissioned orders;

• communications you send to us;

• newsletter or marketing preferences;

• account information, where our website allows customer accounts;

• information you provide when entering a promotion, giveaway or competition;

• information you provide through reviews, enquiries or feedback;

• social media usernames or information you make available when interacting with us through social media; and

• technical and website usage information, as described below.

When you make a payment, payment information may be collected and processed by a third-party payment provider.

Iluka Ilai does not ordinarily need to receive or store your complete credit or debit card details where payment is processed through a third-party payment provider.

4. Sensitive Information

Sensitive information is a particular category of personal information and can include information about matters such as racial or ethnic origin, health, religious beliefs and other information protected by Australian privacy law.

Iluka Ilai does not ordinarily seek to collect sensitive information about customers.

We will only intentionally collect sensitive information where it is reasonably necessary for our activities and:

• you have consented to the collection; or

• the collection is otherwise permitted or required by law.

Please avoid sending sensitive personal information to us unless it is necessary for your enquiry, order or interaction with us.

5. How We Collect Personal Information

We generally collect personal information directly from you.

This may occur when you:

• place an order through our website;

• create a customer account;

• provide delivery or billing information;

• contact us by email;

• submit an online contact form;

• request a custom or commissioned artwork or product;

• subscribe to our mailing list;

• participate in a promotion or competition;

• leave a review;

• communicate with us through social media; or

• otherwise provide information to us.

We may also collect certain information automatically when you use our website through cookies, analytics tools and similar technologies.

In some circumstances, we may receive personal information from third parties, such as:

• ecommerce platforms;

• payment providers;

• delivery and courier services;

• social media platforms;

• marketing service providers; or

• other service providers involved in operating our website or fulfilling your order.

We will only collect personal information by lawful and fair means.

6. Information Collected When You Visit Our Website

When you visit our website, certain technical information may be collected automatically.

Depending on the technology used by our website and service providers, this may include:

• your IP address;

• browser type;

• device type;

• operating system;

• pages viewed;

• referring website;

• approximate location derived from your IP address;

• dates and times of website visits;

• interactions with our website; and

• other technical or usage information.

We may use this information to operate, maintain, secure and improve our website and understand how visitors use it.

7. Cookies and Similar Technologies

Our website may use cookies and similar technologies.

Cookies are small files or pieces of information stored on your device or browser when you visit a website.

Cookies may be used for purposes including:

• keeping our website functioning properly;

• remembering items in your shopping cart;

• remembering preferences;

• processing orders;

• maintaining website security;

• understanding website traffic and usage;

• improving the customer experience;

• measuring website performance; and

• supporting advertising or marketing where applicable.

You can generally change your browser settings to block or delete cookies.

Disabling certain cookies may affect the functionality of our website, including shopping cart or checkout functions.

Where consent for particular cookies or tracking technologies is required by applicable law, we will seek that consent as required.

8. Why We Collect and Use Personal Information

We may collect, hold and use personal information for purposes including:

• processing and fulfilling orders;

• arranging payment;

• delivering products;

• communicating with you about your order;

• responding to questions and enquiries;

• providing customer service;

• processing refunds, replacements, returns or complaints;

• creating or managing customer accounts;

• completing custom or commissioned orders;

• maintaining business and transaction records;

• preventing fraud and unauthorised transactions;

• protecting our website and business;

• improving our website, products and customer experience;

• conducting website analytics;

• administering promotions or competitions;

• sending marketing communications where permitted;

• managing our relationship with customers;

• obtaining professional advice;

• complying with our legal, taxation, accounting and regulatory obligations; and

• exercising or defending our legal rights.

We will not use your personal information for an unrelated purpose unless you have consented to that use or the use is otherwise permitted or required by law.

9. Orders and Payments

When you purchase from Iluka Ilai, we may need to provide certain personal information to third parties in order to process and fulfil your order.

For example, relevant information may be provided to:

• payment processors;

• ecommerce or website providers;

• Australia Post;

• courier or delivery services; and

• other service providers necessary to process or deliver your order.

We will only provide information that is reasonably necessary for those purposes.

Payment providers may collect and process your payment details under their own privacy policies and security practices.

10. Custom and Commissioned Orders

If you request custom jewellery, commissioned artwork or another personalised product, we may collect additional information that is reasonably necessary to complete your request.

This may include:

• design preferences;

• measurements;

• photographs;

• reference images;

• names or wording to be incorporated into a product;

• correspondence relating to the commission; and

• other information that you voluntarily provide.

Information supplied for a custom order will be used primarily for completing and administering that order unless another use is permitted by law or you have consented to it.

If you provide information or photographs concerning another person, you should ensure that you have appropriate permission to provide that information to us.

11. Marketing Communications

Where permitted by law, we may use your contact details to send you information about Iluka Ilai products, new artwork, collections, promotions, events or other business updates.

We will comply with applicable Australian laws governing electronic marketing, including the Spam Act 2003 (Cth).

Where consent is required, we will obtain appropriate consent before sending commercial electronic messages.

Marketing emails or messages sent by us will identify Iluka Ilai as the sender and provide a way for you to unsubscribe.

You can unsubscribe from marketing communications at any time by:

• using the unsubscribe function included in the message; or

• contacting info@ilukailai.com.au.

We will action unsubscribe requests within the timeframe required by applicable law.

Unsubscribing from marketing does not prevent us from sending non-marketing communications that are necessary to administer an order or transaction, such as order confirmations, delivery information or responses to customer enquiries.

12. When We May Disclose Personal Information

We may disclose personal information to third parties where reasonably necessary to operate Iluka Ilai.

These third parties may include:

• ecommerce and website hosting providers;

• payment processors;

• banks and financial service providers;

• delivery and courier providers;

• email and marketing platforms;

• website analytics providers;

• information technology and security providers;

• cloud storage providers;

• customer support providers;

• accountants, legal advisers and other professional advisers;

• insurers;

• government agencies, regulators or law enforcement authorities where required or authorised by law; and

• other service providers that assist us in operating our business.

We do not sell customers' personal information to third parties.

We may also disclose information:

• where you have consented;

• where necessary to investigate suspected fraud or unlawful activity;

• where required or authorised by Australian law;

• in connection with legal proceedings or the establishment, exercise or defence of legal claims; or

• where otherwise permitted under applicable privacy law.

13. Overseas Service Providers

Some third-party services used to operate our website, process payments, store information, provide analytics or deliver marketing services may store or process personal information outside Australia.

As third-party providers may operate international infrastructure and may change where they process information, the countries in which information is stored or processed may vary.

Where reasonably practicable and required by applicable privacy law, we will take appropriate steps in relation to overseas disclosures of personal information.

If you would like further information about whether a particular service provider may process your personal information overseas, you can contact us at info@ilukailai.com.au.

14. Social Media

Iluka Ilai may maintain accounts on third-party social media platforms.

If you interact with us through social media, information may be collected both by Iluka Ilai and by the relevant social media provider.

The social media provider's handling of your personal information is governed by its own privacy policy and terms.

Information that you publicly post or share on social media may be visible to other users of that platform.

15. How We Store and Protect Personal Information

Personal information may be held electronically through our website, ecommerce systems, email systems, cloud services, payment providers and other technology providers used in operating Iluka Ilai.

We take reasonable steps appropriate to the circumstances to protect personal information from:

• misuse;

• interference;

• loss;

• unauthorised access;

• unauthorised modification; and

• unauthorised disclosure.

Security measures may include the use of reputable third-party service providers, password protection, access controls and other reasonable technical and organisational safeguards.

No method of transmitting or storing information electronically can be guaranteed to be completely secure.

16. Data Breaches

If we become aware of a suspected or actual data breach involving personal information, we will take reasonable steps to contain and assess the breach.

Where the Notifiable Data Breaches scheme under the Privacy Act 1988 (Cth) applies to Iluka Ilai and a breach is an eligible data breach, we will take the notification steps required by law, which may include notifying affected individuals and the Office of the Australian Information Commissioner.

17. How Long We Keep Personal Information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected or as required or permitted by law.

For example, some transaction, taxation and accounting records may need to be retained for legally required periods.

Where personal information is no longer reasonably required and there is no legal reason to retain it, we will take reasonable steps, where applicable, to destroy it or de-identify it.

Some information may remain temporarily in secure backups until those backups are routinely replaced or deleted.

18. Accessing Your Personal Information

You may request access to personal information that Iluka Ilai holds about you.

To make an access request, contact:

Iluka Ilai
ABN: 27 370 058 387
Email: info@ilukailai.com.au

We may need to verify your identity before providing access to personal information.

Where the Australian Privacy Principles apply, we will respond to access requests in accordance with applicable legal requirements.

In some circumstances, the law may permit or require us to refuse access to some information.

Where required by law, we will explain the reason for refusing an access request and any available complaint options.

19. Correcting Your Personal Information

We want the personal information we hold to be accurate, up to date, complete, relevant and not misleading.

If you believe personal information we hold about you is incorrect or needs updating, please contact:

info@ilukailai.com.au

Where applicable, we will take reasonable steps to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.

20. Anonymity and Pseudonyms

Where it is lawful and practicable, you may interact with us without identifying yourself or by using a pseudonym.

However, we will generally need accurate identifying and contact information where it is necessary to:

• process an order;

• receive payment;

• deliver a product;

• process a refund or replacement;

• complete a custom or commissioned order; or

• comply with legal requirements.

21. Third-Party Websites

Our website may contain links to websites or services operated by third parties.

Iluka Ilai does not control the privacy practices of independent third-party websites.

We recommend reviewing the privacy policies of third-party services before providing personal information to them.

22. Children

Our website and online store are intended for general audiences and are not specifically designed to collect personal information from children.

If you are under the age at which you can lawfully enter into a purchase or provide relevant consent without a parent or guardian, you should have a parent or guardian assist you.

If we become aware that we have collected personal information from a child in circumstances where appropriate consent was required but not obtained, we will take reasonable steps to address the situation.

23. Privacy Complaints

If you have a concern or complaint about the way Iluka Ilai has handled your personal information, please contact us at:

Iluka Ilai
ABN: 27 370 058 387
Email: info@ilukailai.com.au

Please provide enough information for us to understand and investigate your concern.

We will take reasonable steps to investigate privacy complaints and respond within a reasonable period.

Where the Privacy Act applies, we aim to respond to privacy complaints within approximately 30 days where reasonably practicable.

If the Privacy Act applies to the matter and you are not satisfied with our response, you may be entitled to make a complaint to the Office of the Australian Information Commissioner (OAIC).

24. Legal Disclosure

We may collect, use, retain or disclose personal information where required or authorised by Australian law.

Nothing in this Privacy Policy limits any legal rights or obligations that apply to Iluka Ilai or an individual under applicable privacy legislation.

25. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect:

• changes to our business;

• changes to our website;

• new service providers;

• changes to the types of personal information we collect;

• changes to our information-handling practices; or

• changes to applicable laws.

The current version will be made available on our website and will display the date on which it was last updated.

We recommend reviewing this Privacy Policy periodically.

26. Contact Us

If you have questions about this Privacy Policy, would like to request access to or correction of your personal information, or wish to make a privacy complaint, please contact:

Iluka Ilai
ABN: 27 370 058 387
South Australia, Australia
Email: info@ilukailai.com.au