Privacy policy

1.What Personal Information We Collect

We may collect the following types of personal information:

• Identity information: such as your name and, where necessary, date of birth (for identity verification or specific services)
• Contact information: such as your postal address, email address and mobile number
• Transaction information: including details of purchases, repairs, laybys, valuations and returns
• Technical information: such as IP address, browser type, device information and website usage data
• Marketing preferences: your communication preferences and consent choices for email and/or SMS

We only collect personal information that is reasonably necessary for our business functions and activities.

2.How We Collect Personal Information

Directly from you, when you:

• make a purchase or enquiry in-store or online
• request a repair, valuation, layby or other service
• subscribe to our marketing communications
• contact us by phone, email, social media or in person

Automatically, when you interact with our website

We collect technical information through cookies and analytics tools when you browse matthewsjewellers.com. This includes data used for website functionality, traffic analysis and marketing purposes.

From third parties

We may receive information from third parties such as payment processors or service providers where necessary to complete a transaction or deliver a service.

Where reasonable and practicable, we collect personal information directly from you.

3.Anonymity and Pseudonymity

Where practical, you may choose to interact with us anonymously or using a pseudonym — for example, when making a general website enquiry. However, in most cases we will require your personal information in order to provide products or services to you.

4.How We Use Your Information

We use personal information for purposes including:

• processing purchases, repairs, laybys and other services
• communicating with you about orders, repairs or enquiries
• sending marketing communications where you have consented
• improving our website, services and customer experience
• complying with legal and regulatory obligations

We will not use your personal information for purposes unrelated to these without your consent, unless permitted or required by law.

5.Marketing Communications

We will only send you marketing communications (including email and SMS) where you have provided your express or inferred consent, and in accordance with the Spam Act 2003 (Cth). You are never required to consent to marketing communications as a condition of making a purchase.

Email

When you provide your email address and opt in, you consent to receive news, promotions, product updates and, where applicable, cart reminder messages from Matthews Jewellers.

SMS

When you provide your mobile phone number and opt in, you consent to receive text message updates including promotions, product news and, where you have separately consented, cart reminder notifications. Providing your mobile number is always optional.

How to unsubscribe

• Email: click the Unsubscribe link in any marketing email
• SMS: reply STOP to any marketing text message
• Direct contact: email or call us using the details in Section 17

We will process unsubscribe requests within 5 business days. You may still receive communications already in transit during this period. Withdrawing marketing consent does not affect transactional communications relating to an existing order or service request.

6.Disclosure of Personal Information

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

We may share your personal information with trusted third-party service providers who assist us in operating our business, including:

• Shopify Inc. (Canada) — our e-commerce platform provider
• Payment processors — who handle transactions under their own PCI-DSS-compliant privacy policies
• Email and SMS marketing providers — to deliver communications where you have consented
• Analytics providers — such as Google Analytics, for website performance and visitor insights
• Advertising platforms — such as Meta (Facebook/Instagram), for remarketing purposes

These parties are only authorised to use your information as necessary to provide services to us. We may also disclose personal information where required or authorised by law.

7.Overseas Disclosure

Some of our service providers are located outside Australia, including in countries such as Canada and the United States. Where we disclose personal information to overseas recipients, we take reasonable steps to ensure that information is handled in a manner consistent with Australian privacy law.

If our business is ever acquired by or merged with another entity, your personal information may be transferred to the new owners solely for the purpose of continuing to provide products and services to you. We will notify you of any such change that materially affects how your information is used.

8.Our Website Platform (Shopify)

Our online store is hosted by Shopify Inc. Your data is stored on secure servers managed by Shopify and protected by industry-standard security measures, including encrypted databases and firewalls.

Payment information is processed via PCI-DSS-compliant systems. We do not store full credit card details on our own systems. Transaction data is retained only as long as necessary to complete and verify the transaction.

For further information, please refer to the Shopify Privacy Policy.

9.Cookies and Tracking Technologies

Our website uses cookies and similar tracking technologies to enhance your browsing experience and support our marketing activities.

We use cookies for purposes including:

• Session management: to maintain your browsing session and website preferences
• Shopping cart: to store cart contents and identify abandoned carts for follow-up reminders (where you have consented to receive these)
• Analytics: to understand how visitors use our website, via tools such as Google Analytics
• Remarketing: to show relevant advertisements on third-party platforms such as Meta (Facebook/Instagram)

You can configure your browser to refuse cookies or alert you when cookies are in use. Note that disabling cookies may affect website functionality, including the shopping cart.

10.Data Retention

We retain personal information only for as long as necessary to fulfil the purposes for which it was collected, including to satisfy legal, accounting and reporting obligations. When personal information is no longer required, we take reasonable steps to securely destroy or de-identify it.

11.Data Security

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. Our measures include SSL encryption for data transmitted through our website, AES-256 encryption for stored data, and restricted access controls.

While we implement every reasonable precaution, no method of electronic transmission or storage is completely secure. If you have concerns about the security of your personal information, please contact us.

12.Data Breaches

If we experience a data breach that is likely to result in serious harm to any individual, we will notify affected individuals and the Office of the Australian Information Commissioner in accordance with the Notifiable Data Breaches (NDB) scheme under the Privacy Act 1988 (Cth).

13.Access and Correction

You have the right to request access to the personal information we hold about you and to request corrections if it is inaccurate, out-of-date, incomplete or misleading.

To make a request, please contact our Privacy Compliance Officer using the details in Section 17. We may need to verify your identity before processing your request. We will respond within a reasonable timeframe and will advise you if any fees apply.

14.Privacy Complaints

If you believe we have handled your personal information in a way that breaches your privacy, we encourage you to contact us in the first instance. We will:

• acknowledge your complaint promptly
• investigate the matter thoroughly
• respond with an outcome within a reasonable timeframe

If you are not satisfied with our response, you may escalate your complaint to the Office of the Australian Information Commissioner (OAIC). Contact details are provided in Section 17.

15.Third-Party Websites

Our website may contain links to third-party websites. We are not responsible for the privacy practices of those websites and encourage you to review their privacy policies before providing any personal information.

16.Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology or legal obligations. Updates will be published on our website with a revised “Last updated” date.

If we make material changes to how we collect, use or disclose your personal information, we will take reasonable steps to notify you — such as displaying a prominent notice on our website or contacting you directly.

We encourage you to review this policy periodically.

17.Contact Us

For any privacy-related questions, access requests, corrections or complaints, please contact our Privacy Compliance Officer:

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC):