Privacy policy

1About this policy

Design Tiles Pty Ltd ("Design Tiles", "we", "us", "our") respects your privacy. This policy explains how we collect, use, disclose and protect your personal information when you visit our online store, buy from us, book a design appointment, or otherwise deal with us.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the 13 Australian Privacy Principles. Our marketing communications are sent in accordance with the Spam Act 2003 (Cth).

By using our website or giving us your personal information, you agree to it being handled as described in this policy.

2What personal information we collect

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

  • Identity and contact details. Your name, email address, postal and delivery addresses, and phone number.
  • Order and transaction information. The products you view, add to cart and purchase; order history; delivery and pickup preferences; and records of deposits and staged payments.
  • Payment information. Card and payment details are collected and processed directly by our payment providers. We do not store your full card number on our systems.
  • Account information. If you create an account, your login credentials (stored in encrypted form) and saved preferences.
  • Project and design information. Measurements, room details, plans, images and product selections you share with us for quotes, samples or design consultations.
  • Trade and wholesale information. If you apply for a trade or wholesale account, your business name, ABN, trading references and related details.
  • Technical and usage information. Your IP address, device and browser type, operating system, referring pages, the pages you view on our site, and the dates and times of your visits.
  • Communications. Records of your enquiries, emails, calls, live chat messages, product reviews and social media interactions with us.

We do not seek to collect sensitive information (such as health or biometric information) and ask that you do not send it to us.

3How we collect your personal information

We collect personal information:

  • Directly from you, when you place an order, create an account, request a sample or quote, book a consultation, subscribe to our emails or SMS, complete a form, contact us, or apply for a trade account
  • Automatically, through cookies and similar technologies when you use our website (see section 5)
  • From third parties, including our e-commerce platform, payment providers, freight and delivery partners, and advertising and analytics providers
  • From publicly available sources, where relevant to a trade or wholesale application

Where it is lawful and practicable, you may deal with us anonymously or by pseudonym, for example when making a general enquiry. However, we cannot process an order, arrange delivery or provide a warranty without identifying information.

4Why we collect, hold, use and disclose your information

We use your personal information to:

  • Process, fulfil and deliver your orders, including arranging pickup and freight
  • Take payment, manage deposits and staged payments, and issue invoices and receipts
  • Communicate with you about your order, delivery, backorders and product availability
  • Provide quotes, samples, design consultations and after-sales support
  • Manage your account, trade account and wholesale application
  • Handle returns, warranty claims and complaints
  • Send you marketing communications, where you have not opted out (see section 8)
  • Personalise your experience and show you relevant products and advertising
  • Understand how our website and products are used, and improve them
  • Detect and prevent fraud, and secure our website and systems
  • Meet our legal, tax, accounting and record-keeping obligations

If you do not provide the information we ask for, we may be unable to supply products or services to you.

5Cookies and tracking technologies

Our website uses cookies, pixels, tags and similar technologies. These are small files or scripts that let us and our partners recognise your browser and collect information about your activity on our site.

We use them to:

  • Keep your cart and session working and keep you logged in; these are essential and cannot be switched off
  • Remember your preferences
  • Measure site traffic and performance
  • Deliver and measure advertising, including retargeting ads on platforms such as Facebook, Instagram and Google

You can block or delete cookies through your browser settings. If you block essential cookies, parts of our site, including checkout, may not work. You can opt out of interest-based advertising through the platforms' own settings and through industry tools such as youronlinechoices.com.au.

6Who we disclose your information to

We disclose personal information to the following types of recipients:

  • Our e-commerce platform. Shopify Inc., which hosts our online store and processes orders on our behalf.
  • Payment providers. Including Shopify Payments and PayPal, and any buy-now-pay-later provider we offer at checkout.
  • Freight, courier and delivery partners. So they can deliver your order, including third-party freight providers for non-metro NSW and interstate deliveries.
  • Marketing and communications platforms. The provider we use to send our email and SMS campaigns.
  • Advertising and analytics providers. Including Meta Platforms (Facebook and Instagram) and Google (Google Analytics and Google Ads).
  • Professional advisers and service providers. Including our accountants, auditors, IT and support providers, and legal advisers.
  • Suppliers and manufacturers. Where necessary to fulfil a special order, source a matching batch, or process a warranty claim.
  • Government agencies, regulators, courts and law enforcement. Where we are required or authorised by law to do so.
  • A purchaser or prospective purchaser of our business. In connection with a sale, merger or restructure.

We require our service providers to protect your personal information and to use it only for the purposes for which we provided it. We do not sell your personal information.

7Overseas disclosure

Some of the providers we use store or process personal information outside Australia. This includes:

  • Shopify (Canada and the United States)
  • Our email and SMS marketing platform (United States)
  • Meta Platforms and Google (United States and other countries in which they operate)
  • Cloud hosting, backup and IT support providers (United States and the European Union)

By providing your personal information to us, you consent to this disclosure. We take reasonable steps to ensure overseas recipients handle your information consistently with the Australian Privacy Principles, but we may not be able to control or ensure their compliance with Australian privacy law once the information is disclosed.

8Direct marketing and how to opt out

If you have purchased from us, subscribed, or otherwise given us your details, we may send you marketing about our products, sales, new ranges and events by email, SMS, phone, post or through social media platforms.

Every marketing email and SMS we send includes an unsubscribe option. You can also opt out at any time by emailing hello@designtiles.com.au or calling 02 9567 8971, and we will action your request promptly and at no cost to you.

Opting out of marketing will not stop us sending you messages that relate to an order you have placed, such as order confirmations, delivery updates and invoices.

We will not use or disclose your personal information for the direct marketing purposes of unrelated third parties.

9How we protect your information

We take reasonable steps to protect your personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure. These steps include encrypted connections (HTTPS) across our site, restricting staff access to those who need it, using reputable platforms and providers, and applying security updates.

No system is completely secure. While we work to protect your information, we cannot guarantee absolute security, and you provide information to us at your own risk.

If we suffer a data breach that is likely to result in serious harm, we will notify you and the Office of the Australian Information Commissioner as required under the Notifiable Data Breaches scheme.

10How long we keep your information

We keep personal information only for as long as we need it for the purposes described in this policy, or for as long as the law requires. Transaction and tax records are generally retained for seven years under Australian tax law. Marketing subscriber records are kept until you unsubscribe, and for a reasonable period afterwards so we can honour your opt-out. When we no longer need your information, we destroy it or de-identify it.

11Accessing and correcting your information

You can ask us for a copy of the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading.

Email hello@designtiles.com.au with your request. We may need to verify your identity before we act on it. We will respond within 30 days. Access is free, though we may charge a reasonable fee for the cost of supplying a large volume of information.

There are limited circumstances in which we may refuse access or correction, for example where it would unreasonably affect another person's privacy, or where the law requires or authorises us to refuse. If we refuse, we will tell you why in writing and explain how you can complain.

12Complaints

If you believe we have mishandled your personal information or breached the Australian Privacy Principles, please tell us first so we can try to fix it.

Email hello@designtiles.com.au with "Privacy Complaint" in the subject line, or write to us at 407 Princes Highway, Rockdale NSW 2216. We will acknowledge your complaint within 7 days and aim to resolve it within 30 days.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner:

13Third-party websites

Our website contains links to other sites, including suppliers, brands and social media platforms. We are not responsible for the privacy practices or content of those sites. We encourage you to read their privacy policies before providing them with your information.

14Children

Our store is intended for use by adults. We do not knowingly collect personal information from anyone under 16. If you believe a child has provided us with personal information, please contact us and we will delete it.

15Changes to this policy

We may update this policy from time to time to reflect changes in our practices or the law. The current version is always available on our website, and the "last updated" date at the top shows when it last changed. Material changes will be brought to your attention where required.

16Contact us

For any privacy question, request or complaint:

Privacy Officer, Design Tiles Pty Ltd

Email: hello@designtiles.com.au

Phone: 02 9567 8971

Post: 407 Princes Highway, Rockdale NSW 2216

Monday to Friday 9:00am to 5:00pm, Saturday 10:00am to 4:00pm. Closed Sunday and public holidays.