Privacy Policy

1. Personal information we collect

We collect personal information you provide to us directly, including when you:

• browse our website or submit a quote or enquiry form;
• create an account or subscribe to our email list;
• book a consultation or visit our studio by appointment;
• place an order or request a custom design;
• contact customer support.

Categories of personal information we collect include:

• Identity and contact data — name, email address, phone number, postal and shipping address;
• Transaction data — order history, ring design specifications, diamond and setting selections, gift messages;
• Payment data — processed by Shopify Payments, Afterpay, Zip, Klarna, PayRight and Elevant (we do not store full card numbers on our servers);
• Technical data — IP address, browser type, device identifiers, referring URLs, pages visited, and, where you have consented to non-essential cookies, on-site interaction data such as clicks, scrolling and session recordings (see section 3);
• Marketing preferences — subscription status, responses to campaigns, preferences you have told us about.

2. How we use your personal information

We use personal information to:

• respond to your enquiries and provide quotes;
• process orders, arrange manufacture of made-to-order pieces, co-ordinate with our diamond supplier and fulfil shipping;
• manage warranty, resizing and after-sales service;
• send transactional communications (order confirmations, shipping updates, appointment reminders);
• send marketing communications where you have opted in, in accordance with the Spam Act 2003 (Cth). Every marketing message identifies us as the sender and provides a functional unsubscribe link that operates within five business days;
• improve our products, website, and consultation experience;
• comply with our legal obligations, including taxation, consumer law and anti-money-laundering requirements.

3. Cookies, analytics and online tracking

Our website uses cookies and similar technologies. Non-essential cookies — including analytics and advertising cookies — are only set if you give us consent via our cookie banner.

With your consent, we use Google Analytics 4 to understand how visitors interact with the site, and the Meta (Facebook) Pixel to measure the effectiveness of our advertising. These tools may share information with Google and Meta respectively.

We use Statsig, a product analytics and experimentation provider, in two ways. First, we set a random, non-identifying code in a cookie on every visit (regardless of your cookie choice, in the same way a load-balancing cookie would be) so that if we are trialling two versions of a page, you consistently see the same one across visits; this does not involve any script running in your browser and Statsig does not receive your name, email, or other identity information through it. Second, with your consent, we use Statsig’s browser-based tools for session replay and web analytics — recording how visitors browse the site (mouse movement, clicks, scrolling and pages visited) so we can understand and improve the on-site experience. The content of form fields (for example, text you type into a quote or contact form) is masked and not captured in a recording; other on-screen text and images may appear. Session replay is disabled on pages that display your saved quote or order details.

You can change or withdraw your consent to any of the above at any time using the “Cookie preferences” link in our website footer, or by clearing this site’s data in your browser.

4. When we disclose your personal information

We share personal information only with parties who help us run the business, under written agreements that require them to protect it. These include:

• Shopify (Canada/USA) — e-commerce platform hosting orders, checkout, and product data;
• Shopify Payments / Stripe, Afterpay, Zip, Klarna, PayRight, Elevant — payment processing;
• Specialist diamond suppliers (EU/UK) — ethically sourced lab-grown and natural diamonds, along with supplier-to-studio logistics;
• StarTrack / Australia Post — fulfilment and insured delivery;
• Email service providers — Customer.io (USA), for transactional and marketing email;
• Statsig (USA) — feature experimentation, and, with your consent, session replay and web analytics (see section 3);
• Professional advisors — accountants, lawyers, insurers, auditors where needed;
• Government or regulators — when required by law.

We do not sell, rent, or trade your personal information.

5. Overseas disclosure

Some of our service providers operate outside Australia, including in Canada, the United States, the United Kingdom, and the European Union. Before sharing personal information overseas we take reasonable steps to ensure the recipient handles it in a way consistent with the APPs, or a substantially similar regime.

6. Data security and retention

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, and disclosure. Measures include encrypted data transmission (HTTPS/TLS), tokenised payment processing, least-privilege access, and regular reviews of our systems.

In the event of an eligible data breach involving your personal information, we will respond in accordance with the Notifiable Data Breaches scheme in Part IIIC of the Privacy Act 1988 (Cth). Where a breach is likely to result in serious harm, we will notify you and the Office of the Australian Information Commissioner as soon as practicable.

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, or to meet our legal obligations:

• Order, payment and warranty records — 7 years after the transaction, consistent with Australian Taxation Office requirements;
• Marketing lists — 2 years after you unsubscribe, unless you ask us to delete your record sooner;
• Consultation notes and design files — retained for the life of your warranty;
• Anonymous or aggregated analytics data may be retained indefinitely.

7. Your rights

Under the Privacy Act and the APPs you have the right to:

• Access the personal information we hold about you;
• Correct any information that is inaccurate, incomplete or out of date;
• Withdraw consent to marketing at any time;
• Ask us to delete information we are not required by law to keep;
• Complain to us about how we have handled your information (see section 9).

To exercise any of these rights, contact us at the address in section 9. We will respond within 30 days.

8. Children

Our products and services are not directed to individuals under 18. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us and we will take steps to delete it.

9. Complaints and contact

If you have a question, a request to exercise a privacy right, or a complaint, please contact our Privacy Officer:

We will acknowledge your complaint within 7 days and give a substantive response within 30 days. If you are not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

10. Changes to this policy

We may update this policy from time to time to reflect changes in our practices or the law. The current version will always be available at www.savoir-fairejewellery.com.au/privacy-policy. Material changes will be notified by email or through a notice on our website.