PRIVACY POLICY
Fairfax & Roberts is committed to protecting the privacy, confidentiality and security of the personal information entrusted to us by our customers, clients and website visitors.
This Privacy Policy explains how Fairfax & Roberts collects, uses, discloses, stores and protects personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
By visiting our website, making a purchase, submitting an enquiry, booking an appointment or otherwise interacting with Fairfax & Roberts, you agree to the practices described in this Privacy Policy.
1. Personal Information We Collect
Fairfax & Roberts may collect personal information including:
· Name
· Postal, billing and delivery addresses
· Email address
· Telephone number
· Purchase and transaction history
· Product preferences and interests
· Appointment and consultation information
· Information provided through enquiries, competitions, promotions and events
· Information submitted through forms on our website
· Communications with our team
· IP address, browser information and website usage data
· Payment information required to process transactions
Where practical, you may choose not to provide certain information. However, this may affect our ability to provide products, services or support.
2. How We Collect Personal Information
Fairfax & Roberts collects personal information when you:
· Purchase products from our website or showroom
· Submit an enquiry through our website
· Book an appointment or consultation
· Subscribe to our mailing list
· Enter a competition or promotion
· Attend an event hosted by Fairfax & Roberts
· Contact us by phone, email, social media or in person
· Interact with our website through cookies and analytics technologies
We may also collect information from trusted third-party providers where permitted by law.
3. Use of Third-Party Platforms
To support the operation of our business, Fairfax & Roberts utilises trusted third-party technology providers, including:
· Shopify for website hosting, ecommerce functionality and order management;
· HubSpot for customer relationship management, marketing communications and customer service activities; and
· Google Analytics for website analytics and performance monitoring.
These providers may collect, store or process personal information on behalf of Fairfax & Roberts in accordance with their own privacy and security practices.
By using our website or submitting information to us, you acknowledge that your information may be processed through these platforms for the purposes outlined in this Privacy Policy.
4. Why We Collect Personal Information
Fairfax & Roberts collects, holds and uses personal information to:
· Process and fulfil orders
· Deliver products and services
· Manage appointments and consultations
· Provide customer service and support
· Process payments and prevent fraud
· Maintain customer records
· Improve our products, services and website experience
· Conduct business administration and reporting
· Send marketing communications and promotional offers
· Comply with legal and regulatory obligations
5. Marketing Communications
Fairfax & Roberts may use your personal information to provide updates about our products, services, bespoke jewellery collections, events, promotions and other communications that may be of interest to you.
By submitting an enquiry through our website, booking an appointment, requesting information, entering a competition or otherwise providing your contact details through an online form, you consent to receiving electronic communications from Fairfax & Roberts.
You may opt out of receiving marketing communications at any time by:
· Clicking the unsubscribe link included in our emails; or
· Contacting us directly using the details provided below.
We will process unsubscribe requests as soon as reasonably practicable.
Opting out of marketing communications will not prevent Fairfax & Roberts from contacting you regarding an existing order, appointment, enquiry or other service-related matters.
6. Payment Information
Payments made through our website are processed through secure payment providers.
Fairfax & Roberts does not store complete credit card details unless required for a legitimate business purpose and permitted by applicable law. Payment information is handled using industry-standard security measures and through trusted payment processing partners.
7. Cookies and Website Analytics
Our website uses cookies and similar technologies, including Google Analytics, to better understand how visitors interact with our website and to improve the customer experience.
These technologies may collect information such as:
· Device type and browser information
· IP address
· Pages visited and time spent on the website
· Referral sources
· Website interactions and usage patterns
This information is generally aggregated and used to improve website functionality, optimise marketing activities and enhance the customer experience.
You may disable cookies through your browser settings; however, some website functionality may be affected.
8. Disclosure of Personal Information
Fairfax & Roberts may disclose personal information to trusted third parties where necessary to operate our business, including
· Shopify and associated ecommerce providers
· HubSpot and associated marketing platforms
· Payment processing providers
· Delivery and logistics partners
· Website hosting providers
· Information technology and software providers
· Marketing and communications agencies
· Professional advisers including legal, accounting and business advisers
· Government agencies, regulators or law enforcement authorities where required by law
Fairfax & Roberts does not sell, rent or trade personal information to third parties.
9. Overseas Disclosure
Some of Fairfax & Roberts' service providers may store or process information outside Australia.
Where personal information is transferred overseas, Fairfax & Roberts takes reasonable steps to ensure that the recipient handles the information in a manner consistent with Australian privacy obligations.
10. Client Confidentiality
Fairfax & Roberts understands that many of our clients entrust us with highly personal information relating to significant life events, bespoke jewellery commissions, family heirlooms, valuations and high-value purchases.
We are committed to maintaining the confidentiality of all client information and only provide access to personal information to employees, contractors and service providers who require access for legitimate business purposes.
Fairfax & Roberts does not disclose information about our clients, their purchases, commissions, collections or personal circumstances to third parties except where necessary to provide our services, where authorised by the client, or where required by law.
Discretion is an important part of the service we provide, and Fairfax & Roberts takes reasonable measures to safeguard the privacy and confidentiality of our clients at all times.
11. Security of Personal Information
Fairfax & Roberts takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure.
Security measures may include:
· Website encryption and secure connections
· Password-protected systems
· Restricted staff access to personal information
· Secure cloud-based platforms
· Internal procedures designed to safeguard customer information
While Fairfax & Roberts takes reasonable precautions to protect personal information, no method of transmission over the internet or electronic storage can be guaranteed to be completely secure.
12. Data Retention
Fairfax & Roberts retains personal information only for as long as reasonably necessary to fulfil the purposes outlined in this Privacy Policy, comply with legal obligations, resolve disputes and enforce agreements.
When personal information is no longer required, Fairfax & Roberts takes reasonable steps to securely destroy or de-identify it.
13. Access and Correction
You may request access to the personal information Fairfax & Roberts holds about you and request correction of any information that is inaccurate, incomplete or out of date.
Requests should be submitted using the contact details below.
We may require verification of identity before providing access to personal information.
14. Privacy Complaints
If you have concerns about how Fairfax & Roberts has handled your personal information, please contact us in writing.
We will investigate your complaint and respond within a reasonable timeframe.
If you are not satisfied with our response, you may contact the Australian privacy regulator, the Office of the Australian Information Commissioner.
15. Third-Party Websites
Our website may contain links to third-party websites. Fairfax & Roberts is not responsible for the privacy practices, content or security of those websites.
We encourage users to review the privacy policies of any third-party websites they visit.
16. Changes to This Privacy Policy
Fairfax & Roberts may update this Privacy Policy from time to time to reflect changes in business practices, technology, legal requirements or industry standards.
Any updates will be published on our website and will take effect from the date of publication.
17. Contact Us
For privacy enquiries, requests for access or correction, or privacy complaints, please contact:
Fairfax & Roberts
Email: bespoke@fairfaxandroberts.com.au
Phone: +61 2 92328510
Address: Shop 8A, 400 George St, Sydney, NSW, 2000
