Privacy policy
Last updated: October 9, 2026
FELTBY PTY LTD, trading as FELT (“FELT”, “we”, “us” or “our”), 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”).
FELT 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 or use our website, make a purchase or other transaction, communicate with us, or otherwise interact with the Services.
If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy controls in relation to the collection, processing and disclosure of your personal information.
Please read this Privacy Policy carefully. By accessing or using the Services, you acknowledge that you have read and understood this Privacy Policy and how your information may be collected, used and disclosed as described below.
Personal Information We Collect or Process
When we use the term “personal information”, we mean information that identifies you or can reasonably be linked to you.
Personal information does not include information that has been collected anonymously or de-identified so that it cannot reasonably identify you.
Depending on how you interact with FELT, where you live, and as permitted or required by applicable law, we may collect or process the following categories of personal information:
Contact information, including your name, email address, telephone number, billing address and shipping address.
Payment and transaction information, including information required to process your payment, your payment method, payment confirmation, transaction details and information about purchases, returns or refunds. Payments are processed by Shopify and/or our payment service providers. FELT does not directly store your full payment card details.
Account information, where applicable, including your account details, preferences and settings.
Shopping and transaction information, including products you view, add to your cart or purchase, as well as your previous transactions, returns or cancellations.
Communications with us, including information you provide when contacting FELT with a question, return request, customer service enquiry or other communication.
Device information, including information about your device, browser, network connection, IP address and other online identifiers.
Usage information, including information about how and when you access, browse and interact with our website and Services.
How We Collect Personal Information
We may collect personal information:
- Directly from you, including when you make a purchase, create or use an account, contact us, subscribe to communications or otherwise provide information to us.
- Automatically through the Services, including through your device, browser, cookies and similar technologies when you visit or interact with our website.
- From service providers, including companies that provide technology, payment processing, analytics, fulfilment, shipping, customer service or other services on our behalf.
- From business, advertising or other partners, where permitted by applicable law.
How We Use Your Personal Information
We may use your personal information for the following purposes:
Providing and improving our Services
We use personal information to operate FELT and provide our products and Services to you. This may include:
- processing payments and orders;
- arranging shipping and delivery;
- processing returns and refunds;
- maintaining customer accounts;
- remembering your preferences;
- providing customer support;
- communicating with you about your order;
- improving our website, products and customer experience; and
- personalising aspects of your shopping experience.
Marketing and advertising
Where permitted by law, we may use personal information to send marketing or promotional communications, including by email or other channels.
We may also use information about your interactions with FELT to measure, personalise and improve advertising, including advertising displayed on third-party platforms.
You can unsubscribe from promotional emails at any time using the unsubscribe link included in those communications.
Security and fraud prevention
We may use personal information to help provide a secure shopping experience, authenticate accounts, prevent fraudulent transactions, identify potentially illegal or malicious activity and protect FELT, our customers and others.
If you create an account with us, you are responsible for keeping your login credentials secure.
Communicating with you
We use personal information to respond to enquiries, provide customer support, communicate about orders and returns, and maintain our relationship with you.
Legal and regulatory purposes
We may use personal information where reasonably necessary to comply with applicable laws, regulations, court orders or other valid legal processes; respond to government or law-enforcement requests; establish, exercise or defend legal claims; and enforce our terms and policies.
How We Disclose Personal Information
We may disclose personal information to third parties where reasonably necessary to operate our business and provide the Services.
This may include:
Shopify and service providers. We may provide information to Shopify and companies that perform services on our behalf, including payment processors, IT providers, analytics providers, customer support providers, cloud service providers, fulfilment providers and shipping carriers.
Business and marketing partners. We may disclose information to partners that help us provide advertising, marketing and related services, where permitted by applicable law.
At your direction or with your consent. We may disclose information where you request, direct or consent to the disclosure, including where necessary to deliver products to you or where you interact with third-party integrations.
Corporate transactions and legal requirements. We may disclose information in connection with a merger, acquisition, restructuring, financing, sale of assets, insolvency or similar corporate transaction, or where required to comply with applicable legal obligations.
We may also disclose information where reasonably necessary to protect or defend our rights, the Services, our customers or others.
Our Relationship With Shopify
Our store is hosted by Shopify.
Shopify collects and processes personal information relating to your access to and use of the Services in order to provide and improve its services and enable us to operate our online store.
Information you submit through FELT may be transmitted to and processed by Shopify and other service providers, including providers located outside Australia.
We may also use Shopify features that use information about your interactions with our store, Shopify and other merchants to improve or personalise certain services. In circumstances where Shopify independently determines how such information is processed, Shopify is responsible for that processing.
You can learn more about Shopify’s handling of personal information through Shopify’s Consumer Privacy Policy and privacy controls.
Cookies and Similar Technologies
Like many online stores, we and our service providers may use cookies and similar technologies to operate our website, remember preferences, understand how visitors use our Services, improve performance and support analytics and advertising.
Some cookies are necessary for our website to function. Others may be used for analytics, personalisation or advertising, subject to applicable law and your available privacy choices.
You may be able to control cookies through your browser settings and, where available, through the privacy or cookie controls provided on our website.
Disabling certain cookies may affect the functionality of parts of the Services.
Third-Party Websites and Links
Our Services may contain links to websites, social media platforms or other online services operated by third parties.
If you follow a link to a third-party service, you should review that third party’s privacy and security practices. FELT is not responsible for the privacy, security, accuracy or content of third-party websites or services that we do not control.
The inclusion of a third-party link does not necessarily constitute an endorsement of that third party.
Children’s Privacy
Our Services are not directed at children, and we do not knowingly collect personal information from children where doing so would not be permitted by applicable law.
If you are a parent or guardian and believe a child has provided personal information to us, please contact us using the details below.
Security
We take reasonable steps to protect personal information in our possession or control.
However, no method of electronic transmission or storage is completely secure, and we cannot guarantee absolute security.
You should avoid sending sensitive or confidential information to us through insecure communication channels.
Retention of Personal Information
We retain personal information for as long as reasonably necessary for the purposes for which it was collected, including to provide the Services, maintain appropriate business and transaction records, comply with applicable legal obligations, resolve disputes and enforce our agreements and policies.
The length of time information is retained may vary depending on the type of information and why we hold it.
Your Rights and Choices
Depending on where you live and applicable law, you may have rights regarding your personal information.
These may include:
Access: You may have the right to request access to personal information we hold about you.
Correction: You may have the right to request correction of inaccurate or incomplete personal information.
Deletion: In certain circumstances, you may have the right to request deletion of personal information.
Portability: In certain jurisdictions and circumstances, you may have the right to receive certain personal information in a portable format or request its transfer to another organisation.
These rights are not absolute and may be subject to exceptions under applicable law.
We may need to verify your identity before responding to certain requests.
Marketing Communications
If you receive promotional emails from FELT, you can unsubscribe at any time by using the unsubscribe link contained in the email.
Even if you unsubscribe from marketing communications, we may still send you non-promotional communications where necessary, such as order confirmations, shipping updates, customer service messages or information relating to your account.
International Transfers
Some of the service providers we use, including Shopify and other technology providers, may process or store personal information outside Australia.
As a result, your information may be transferred to, stored in or processed in countries other than the country in which you live.
Where required by applicable law, appropriate safeguards will be used in connection with international transfers of personal information.
Complaints
If you have a concern or complaint about how FELT handles your personal information, please contact us at joe@feltby.com.
We will review your enquiry or complaint and respond within a reasonable period.
If you are not satisfied with our response and Australian privacy law applies to your complaint, you may be entitled to lodge a complaint with the Office of the Australian Information Commissioner (OAIC).
Depending on where you live, you may also have the right to contact an applicable local privacy or data protection authority.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our business, Services, privacy practices, technology or applicable legal and regulatory requirements.
When we update this Privacy Policy, we will publish the revised version on our website and update the “Last updated” date. Where required by law, we will provide additional notice of material changes.
Contact Us
If you have questions about this Privacy Policy, our privacy practices, or would like to make a privacy request, please contact:
FELTBY PTY LTD
Trading as FELT
U1 6 Trafalgar St
Brighton Le Sands, NSW 2216
Australia
Email: joe@feltby.com