Privacy Policy

Last updated: 5 August 2026

1. WHO WE ARE

This policy explains how Fermob Sydney Pty Ltd (ABN 99 675 377 492), trading as Fermob Sydney, handles personal information.

Fermob Sydney sells and delivers products only within Australia.

Contact details:

Shops 7 & 8, 2-6 Danks Street, Waterloo NSW 2017
Email: bonjour@fermobsydney.com.au
Phone: 02 7813 5868

We comply with applicable Australian privacy and electronic-marketing laws. Where the Privacy Act 1988 (Cth) and Australian Privacy Principles apply to us, we comply with them. We also use the Principles as a guide to good privacy practice where they do not apply to a particular activity.

2. WHAT WE COLLECT AND HOW

Depending on how you interact with us, we may collect:

your name, company and contact details;
billing, delivery and account information;
order, transaction, product, colour and service history;
marketing choices and records of consent or withdrawal;
enquiries, live-chat transcripts, support requests, feedback and other communications;
delivery-recipient or project-contact information provided by customers, architects, designers or other business contacts;
website interactions, such as pages or products viewed, searches, saved items, carts and responses to our campaigns; and
technical information such as IP address, device, browser, cookie and approximate-location information.

We collect information directly from you through our website, checkout, showroom, forms, email, telephone and other communications. We also collect some information automatically through cookies and similar technologies, or receive it from service providers involved in payments, delivery, customer management, analytics and advertising. We may also receive delivery or project contact information from a customer, architect, designer or other person who is dealing with us.

We hold information in WooCommerce and our Australian-hosted website systems, Zoho products, email and business records, and systems used by our warehousing, freight and order-supply providers. Some providers may hold or access information overseas as described in section 6.

We do not seek to collect sensitive information. If we need to collect it, we will obtain consent unless collection is otherwise required or authorised by law. Our products and website are intended for adults. We do not knowingly use personal information about anyone under 18 for personalised advertising or customer-list advertising audiences.

3. HOW WE USE PERSONAL INFORMATION

We may use personal information to:

process payments, orders, delivery, returns and warranties;
communicate about an order, delivery or requested service;
provide customer service and respond to enquiries;
maintain accounts and customer records;
operate, secure, analyse and improve our website and services;
prevent fraud and meet accounting, legal and regulatory obligations;
send and personalise marketing as described in section 4;
conduct advertising and measurement as described in sections 5 and 6;
create aggregated or de-identified reporting and business insights; and
manage a proposed or completed business transaction.

We may use aggregated or de-identified information for analytics, planning and advertising where it no longer reasonably identifies an individual.

Automated payment and fraud screening

Stripe and other payment or fraud-prevention providers may use automated systems to assess a transaction and decide whether it should be authorised, declined or held for further review. These systems may use transaction, payment, account, device, IP-address and approximate-location information. If you believe a transaction was incorrectly declined or flagged, contact us so we can consider what assistance or review is available.

4. COMMUNICATIONS, MARKETING AND PERSONALISATION

Order and service messages

We may email or text you about an order, payment, delivery, back order, warranty, requested alert or other service you have asked us to provide. These operational messages are separate from promotional marketing.

Email marketing

We send promotional emails where you have consented, for example by subscribing to our newsletter or selecting the marketing option at checkout. In limited cases we may send relevant marketing where consent can lawfully be inferred from the nature of an existing business relationship. We do not assume consent merely because you made a purchase, made an enquiry, requested a quote or read this policy.

Marketing may include product and colour news, offers, events, back-in-stock updates you requested and other Fermob Sydney news. Where we send you marketing, we may use your purchase history, stated preferences and interactions with our website and communications to tailor what we send.

Every promotional email will identify Fermob Sydney and provide a simple unsubscribe method. You can also withdraw consent by emailing bonjour@fermobsydney.com.au. We will action an unsubscribe within five working days and usually sooner. We may keep a limited suppression record so that we do not inadvertently resume marketing to you.

SMS marketing

If we introduce promotional SMS, we will send it only where you have separately and expressly consented. Consent to email does not constitute consent to SMS. You may stop SMS marketing using the method stated in the message or by contacting us, and we will action the request within five working days.

5. COOKIES AND ONLINE ADVERTISING

Our website uses essential cookies needed for functions such as security, shopping carts and checkout. It also uses Google analytics and advertising technology. If we introduce Meta or other advertising pixels, those technologies may be used to analyse traffic, measure campaigns and show or measure advertising.

These technologies may collect device, browser, IP address and website- interaction information. You can manage cookies and limit some tracking using your browser settings and relevant Google or other platform controls. If we enable any technology, including Google or Meta, for personalised or targeted advertising, we will also provide a Cookie Settings control on our website. Blocking essential cookies may affect website features. You may ask us to stop using or disclosing information that identifies you for targeted advertising. Google, Meta and other providers explain their own information practices and advertising controls in their privacy notices.

6. WHEN WE SHARE PERSONAL INFORMATION

We do not sell personal information.

We may disclose personal information to:

payment, fraud-prevention and financial service providers;
freight, warehousing, installation and delivery providers;
providers that host or support our website, online store, customer records, communications, analytics and security;
providers that operate or support WooCommerce and Zoho products used for online orders and customer records;
Fermob in France, for product supply and order administration;
professional advisers such as accountants, insurers and lawyers;
law enforcement, regulators, courts or other parties where required or authorised by law, or otherwise permitted by applicable privacy law; and
a purchaser or adviser involved in a proposed or completed sale, restructure or transfer of the business, subject to appropriate safeguards.

Customer-list advertising audiences

If we introduce customer-list audience matching and you have separately chosen this option, we may provide hashed versions of identifiers, such as an email address or phone number, to Google and Meta. They may use those identifiers to match you with an account, create or exclude advertising audiences, measure campaigns, and create audiences of people with similar interests where the platform and applicable law permit it. Hashing reduces exposure but does not make personal information anonymous.

You can withdraw this choice at any time by emailing bonjour@fermobsydney.com.au. We will remove you from future uploads and take reasonable steps to update active audiences, subject to platform processing times and legal retention requirements.

Our service providers are required to protect personal information in accordance with applicable agreements and law. Some providers may also handle information under their own privacy policies and platform terms.

Overseas processing

Although we sell and deliver products only within Australia, some providers may disclose, process or make personal information accessible overseas, including in:

France, where customer order information is provided to Fermob in France for product supply, order administration or fulfilment;
the United States, where some payment, live-chat, website-security, analytics and advertising providers, or their affiliates and subcontractors, may process personal information; and
India or countries in the European Union, where particular global-provider support teams or subprocessors may process information, depending on the Zoho and other service features we use.

Some service providers operate global networks or use subcontractors in additional countries, and their processing locations may change. Where it is practicable, further information is available in those providers’ current privacy and subprocessor notices. Our website hosting and primary Zoho customer-management records are held in Australia, and the website host also makes external Acronis backups.

Before disclosing personal information to an overseas recipient, we take the reasonable steps required by applicable Australian privacy law in relation to the recipient’s handling of that information.

7. SECURITY AND RETENTION

We use reasonable technical and organisational safeguards appropriate to the information and risks involved. No method of storage or transmission is completely secure, and we cannot guarantee absolute security.

Payment transactions are handled by Stripe. Fermob Sydney does not receive or store complete payment card numbers in WooCommerce or its customer-management systems.

We keep personal information only for as long as reasonably needed for the purposes in this policy, including customer service, warranty, accounting, dispute and legal requirements. When it is no longer required, we take reasonable steps to destroy or de-identify it.

We may retain limited unsubscribe and suppression information for as long as needed to ensure that we continue to honour a marketing opt-out.

If a data breach is likely to cause serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner where required under the Notifiable Data Breaches scheme.

8. ACCESS, CORRECTION AND DELETION REQUESTS

You may ask to access personal information we hold about you or request its correction. We may need to verify your identity before acting on a request. We generally respond within 30 days. There is no charge to make a request or to correct information. If a reasonable charge is necessary to provide access, we will tell you before proceeding.

You may also ask us to delete personal information. We will consider the request and delete or de-identify information where it is no longer required for a permitted purpose. We may retain information where reasonably needed or required for an order, warranty, accounting, dispute or legal obligation.

Contact bonjour@fermobsydney.com.au to make a request.

If we refuse access or correction, we will provide written reasons and explain how you may complain, where required by law.

9. PRIVACY COMPLAINTS

If you are concerned about how we have handled personal information, contact:

Email: bonjour@fermobsydney.com.au
Phone: 02 7813 5868
Post: Shops 7 & 8, 2-6 Danks Street, Waterloo NSW 2017

We will acknowledge and investigate the complaint and aim to provide a response within 30 days.

If you are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner. Information about making a privacy complaint is available at: https://www.oaic.gov.au/privacy/privacy-complaints

10. CHANGES AND CONTACT

We may update this policy when our information-handling practices or legal obligations change. The current version and effective date will appear on our website. For a material new use, we will provide additional notice or seek consent where required. An updated policy does not retrospectively authorise a use that was inconsistent with an earlier notice or consent.

Questions about this policy may be sent to: bonjour@fermobsydney.com.au