Privacy Policy

Last updated: 16 August 2026

Heaven Melbourne operates this store and website, including all related information, content, features, tools, products and services, in order to provide you, the customer, with a curated shopping experience (the “Services”). Heaven Melbourne is powered by Shopify, which enables us to provide the Services to you. This Privacy Policy describes how we collect, use, and disclose your personal information when you visit, use, or make a purchase or other transaction using the Services or otherwise communicate with us. We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy controls with respect to the collection, use, and disclosure of your personal information.

Please read this Privacy Policy carefully. By using and accessing any of the Services, you acknowledge that you have read this Privacy Policy and understand the collection, use, and disclosure of your information as described in this Privacy Policy. This policy is our open and transparent statement of how we manage personal information, as required by Australian Privacy Principle 1.

Personal Information We Collect or Process

When we use the term “personal information,” we mean information or an opinion about an identified individual, or an individual who is reasonably identifiable, as defined in section 6 of the Privacy Act 1988 (Cth). Personal information does not include information that is collected anonymously or that has been de-identified so that it cannot identify or be reasonably linked to you. We only collect sensitive information as defined in the Privacy Act with your consent and where it is reasonably necessary for our functions. We may collect or process the following categories of personal information, depending on how you interact with the Services and as permitted or required by applicable law:

• Contact details including your name, address, billing address, delivery address, phone number, and email address.

• Financial information including credit card and financial account numbers, payment card information, transaction details, form of payment, payment confirmation and other payment details. Card details are processed directly by our payment providers.

• Account information including your username, password, security questions, preferences and settings.

• Transaction information including the items you view, put in your cart, add to your wishlist, or purchase, return, exchange or cancel and your past transactions.

• Communications with us including the information you include in communications with us, for example, when sending a customer support inquiry.

• Device information including information about your device, browser, or network connection, your IP address, and other unique identifiers.

• Usage information including information regarding your interaction with the Services, including how and when you interact with or navigate the Services.

Personal Information Sources

We may collect personal information from the following sources:

• Directly from you including when you create an account, visit or use the Services, communicate with us, or otherwise provide us with your personal information;

• Automatically through the Services including from your device when you use our products or services or visit our website, and through the use of cookies and similar technologies. You can control cookies through your browser settings;

• From our service providers including when we engage them to enable certain technology and when they collect or process your personal information on our behalf;

• From our partners or other third parties.

How We Use Your Personal Information

Depending on how you interact with us or which of the Services you use, we may use personal information for the following purposes. We collect personal information only where it is reasonably necessary for one or more of our functions or activities (Australian Privacy Principle 3), and we use and disclose it for the primary purpose we collected it, for a related purpose you would reasonably expect, or where you have consented (Australian Privacy Principle 6). Where the European General Data Protection Regulation also applies because our company is established in Belgium, we rely on Article 6(1)(a), (b), (c) or (f) of the GDPR:

• Provide, Tailor, and Improve the Services. We use your personal information to provide you with the Services, including to perform our contract with you, to process your payments, to fulfil your orders, to remember your preferences and items you are interested in, to send notifications to you related to your account, to process purchases, returns, exchanges or other transactions, to create, maintain and otherwise manage your account, to arrange for delivery, to facilitate any returns and exchanges, to enable you to post reviews, and to create a customised shopping experience for you, such as recommending products related to your purchases.

• Marketing and Advertising. We use your personal information for marketing and promotional purposes, such as to send marketing, advertising and promotional communications by email, text message or post, and to show you online advertisements. We send commercial electronic messages only where you have consented or where consent is inferred under the Spam Act 2003 (Cth); every message identifies us and contains a functional unsubscribe facility, and you may withdraw your consent at any time (Australian Privacy Principle 7).

• Security and Fraud Prevention. We use your personal information to authenticate your account, to provide a secure payment and shopping experience, detect, investigate or take action regarding possible fraudulent, illegal, unsafe, or malicious activity, protect public safety, and to secure our Services. If you register an account, you are responsible for keeping your account credentials safe. We strongly recommend that you do not share your username, password or other access details with anyone else.

• Communicating with You. We use your personal information to provide you with customer support, to be responsive to you, to provide effective services to you and to maintain our business relationship with you.

• Legal Reasons. We use your personal information to comply with applicable law or respond to valid legal process, including requests from law enforcement or government agencies, to participate in litigation or other legal proceedings, and to enforce or investigate potential violations of our terms or policies.

How We Disclose Personal Information

In certain circumstances, we may disclose your personal information to third parties for legitimate purposes subject to this Privacy Policy and Australian Privacy Principle 6. Such circumstances may include:

• With Shopify, vendors and other third parties who perform services on our behalf (e.g. IT management, payment processing, data analytics, customer support, cloud storage, fulfilment and delivery). We require these providers to handle personal information consistently with this policy and the Australian Privacy Principles.

• With business and marketing partners to provide marketing services and advertise to you. For example, we use Shopify to support personalised advertising with third-party services based on your online activity with different merchants and websites. Our business and marketing partners will use your information in accordance with their own privacy notices. You may ask us at any time to stop disclosing information about you for the purpose of direct marketing, and we must give effect to that request under Australian Privacy Principle 7.

• When you direct, request us or otherwise consent to our disclosure of certain information to third parties, such as to deliver you products or through your use of social media widgets or login integrations.

• With our affiliates or otherwise within our corporate group.

• In connection with a business transaction such as a merger or insolvency, to comply with any applicable legal obligations (including to respond to subpoenas, search warrants and similar requests), to enforce any applicable terms of service or policies, and to protect or defend the Services, our rights, and the rights of our users or others.

Relationship with Shopify

The Services are hosted by Shopify, which collects and processes personal information about your access to and use of the Services in order to provide and improve the Services for you. Information you submit to the Services will be transmitted to and shared with Shopify as well as third parties that may be located in countries other than Australia, in order to provide and improve the Services for you. In addition, to help protect, grow, and improve our business, we use certain Shopify enhanced features that incorporate data and information obtained from your interactions with our store, along with other merchants and with Shopify. In these circumstances, Shopify is responsible for the processing of your personal information, including for responding to your requests to exercise your rights over use of your personal information for these purposes. To learn more about how Shopify uses your personal information and any rights you may have, you can visit the Shopify Consumer Privacy Policy . Depending on where you live, you may exercise certain rights with respect to your personal information here Shopify Privacy Portal Link.

Third Party Websites and Links

The Services may provide links to websites or other online platforms operated by third parties. If you follow links to sites not affiliated or controlled by us, you should review their privacy and security policies and other terms and conditions. We do not guarantee and are not responsible for the privacy or security of such sites, including the accuracy, completeness, or reliability of information found on these sites. Information you provide on public or semi-public venues, including information you share on third-party social networking platforms, may also be viewable by other users of the Services and/or users of those third-party platforms without limitation as to its use by us or by a third party. Our inclusion of such links does not, by itself, imply any endorsement of the content on such platforms or of their owners or operators, except as disclosed on the Services.

Children's Data

The Services are not intended to be used by children, and we do not knowingly collect any personal information from children. Australian law does not set a fixed age at which a person can consent to the handling of their personal information; we assess capacity individually and will generally treat a person aged 15 or over as capable of giving their own consent. If you are the parent or guardian of a child who has provided us with their personal information, you may contact us using the contact details set out below to request that it be deleted. We do not disclose the personal information of individuals under 18 years of age for the purposes of direct marketing.

Security and Retention of Your Information

We take reasonable steps to protect personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure, as required by Australian Privacy Principle 11. Please be aware that no security measures are perfect or impenetrable, and we cannot guarantee “perfect security.” In addition, any information you send to us may not be secure while in transit. We recommend that you do not use unsecure channels to communicate sensitive or confidential information to us. If an eligible data breach occurs that is likely to result in serious harm, we will notify you and the Office of the Australian Information Commissioner as required by the Notifiable Data Breaches scheme in Part IIIC of the Privacy Act 1988 (Cth).

How long we retain your personal information depends on different factors, such as whether we need the information to maintain your account, to provide you with Services, comply with legal obligations, resolve disputes or enforce other applicable contracts and policies. We are required to keep records relating to transactions for five years under Australian taxation law. When we no longer need your personal information and are not required by law to retain it, we will take reasonable steps to destroy it or ensure it is de-identified, in accordance with Australian Privacy Principle 11.2.

Your Rights and Choices

Depending on where you live, you may have some or all of the rights listed below in relation to your personal information. These rights are not absolute, may apply only in certain circumstances and, in certain cases, we may decline your request as permitted by law — for example where giving access would have an unreasonable impact on the privacy of others. If we refuse a request, we will tell you why in writing and explain how you can complain.

• Right to Access. You may request access to the personal information we hold about you under Australian Privacy Principle 12, and we will give you access unless an exception in the Privacy Act applies.

• Right to Ask Us to Delete. You may ask us to delete personal information we hold about you. Australian law does not give a general right to erasure, but we must take reasonable steps to destroy or de-identify personal information we no longer need (Australian Privacy Principle 11.2), and we will honour your request where we are not required to keep the information by law.

• Right to Correct. You may request that we correct personal information we hold about you that is inaccurate, out of date, incomplete, irrelevant or misleading, under Australian Privacy Principle 13.

• Right to Request a Copy. You may ask us to provide the personal information you have given us in a commonly used electronic format, and we will do so where it is reasonable and practicable. A general right to data portability applies under the GDPR where that law applies to you.

• Managing Communication Preferences. We may send you promotional emails, and you may opt out of receiving these at any time by using the unsubscribe option displayed in our emails to you. If you opt out, we may still send you non-promotional emails, such as those about your account or orders that you have made.

If you reside in the United Kingdom or European Economic Area, and subject to exceptions and limitations provided by local law, you may exercise the following rights in addition to the rights outlined above. The GDPR applies to our processing because our company is established in Belgium:

• Objection to Processing and Restriction of Processing: You may have the right to ask us to stop or restrict our processing of personal information for certain purposes.

• Withdrawal of Consent: Where we rely on consent to process your personal information, you have the right to withdraw this consent. If you withdraw your consent, this will not affect the lawfulness of any processing based on your consent before its withdrawal.

You may exercise any of these rights where indicated on the Services or by contacting us using the contact details provided below. To learn more about how Shopify uses your personal information and any rights you may have, including rights related to data processed by Shopify, you can visit https://privacy.shopify.com/en.

We will not discriminate against you for exercising any of these rights, and we do not charge you to make a request for access, although we may charge a reasonable, non-excessive fee for giving access where permitted by Australian Privacy Principle 12. We may need to verify your identity before we can process your request. You may designate an authorised agent to make requests on your behalf; before accepting such a request we will require proof that you have authorised them to act for you. We will ordinarily respond to a request for access or correction within 30 days.

Complaints

If you have complaints about how we process your personal information, please contact us using the contact details provided below and we will investigate and respond to you, ordinarily within 30 days. If you are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au, GPO Box 5218, Sydney NSW 2001, or by phone on 1300 363 992. Where the GDPR applies, you may also complain to the Belgian Data Protection Authority (Gegevensbeschermingsautoriteit / Autorité de protection des données, Drukpersstraat 35, 1000 Brussels) or to the supervisory authority where you live.

International Transfers

Please note that we may transfer, store and process your personal information outside Australia. Our company, KN-Investments, is based in Belgium, and our service providers, including Shopify, may store or process personal information in countries such as Belgium, Ireland, the United States and Canada.

Before disclosing personal information to an overseas recipient, we take reasonable steps to ensure the recipient does not breach the Australian Privacy Principles in relation to that information, as required by Australian Privacy Principle 8. This generally means putting contractual protections in place with our service providers. If we transfer your personal information out of the European Economic Area or the United Kingdom, we rely on recognised transfer mechanisms such as the European Commission's Standard Contractual Clauses, or on a finding that the destination provides an adequate level of protection.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on this website, update the “Last updated” date and provide notice as required by applicable law.

Contact Information

Store name: Heaven Melbourne

Company name: KN-Investments

Company Address: Botermelkstraat 49, 9400 Ninove, Belgium

Warehouse Address: 41 Whitehall St, Footscray VIC 3011, Australia

Company nr.: 1041.060.121

Phone: +61 8 7534 5710

Email: support@heaven-melbourne.com

Monday to Friday | 9:00 AM – 5:00 PM (AEST/AEDT)

Saturday and Sunday | 9:00 AM – 1:00 PM (AEST/AEDT)

We aim to respond to your inquiries within 24 hours.