Privacy policy

Fig & Willow is an Australian home fragrance business based in Melbourne, Victoria. We respect your privacy and are committed to handling your personal information responsibly and transparently.

This Privacy Policy explains how Fig & Willow ("we", "us" or "our") collects, uses and discloses your personal information when you visit our website, make a purchase, contact us or otherwise interact with our online store and services.

Our online store is powered by Shopify, which provides the ecommerce platform that enables us to offer our products and services to you.

Personal Information We Collect

When you visit our website, place an order, contact us or otherwise interact with Fig & Willow, we may collect personal information including:

  • Your name

  • Email address

  • Phone number

  • Billing and shipping address

  • Order and transaction information

  • Payment and payment confirmation information

  • Information you provide when contacting us

  • Information about your device, browser and internet connection, including your IP address

  • Information about how you use and interact with our website

  • Marketing preferences and information relating to communications you receive from us

Payment information may be processed securely by Shopify and/or the relevant payment provider. Fig & Willow does not generally have access to your complete payment card details.

How We Collect Your Information

We may collect personal information:

  • Directly from you when you place an order, contact us, subscribe to marketing communications or otherwise provide information to us

  • Automatically when you visit or use our website, including through cookies and similar technologies

  • From Shopify and other service providers that help us operate our online store

  • From other third parties where permitted by law

How We Use Your Personal Information

We may use your personal information to:

  • Process and fulfil your orders

  • Process payments and transactions

  • Arrange delivery and shipping

  • Provide order confirmations and shipping updates

  • Process returns, refunds or exchanges

  • Respond to questions and provide customer service

  • Maintain and improve our website and customer experience

  • Prevent fraud and protect the security of our website

  • Comply with applicable legal and regulatory requirements

  • Send marketing and promotional communications where you have consented to receive them

  • Understand how customers interact with our website and products

Marketing Communications

If you choose to subscribe to Fig & Willow marketing communications, we may send you emails or other communications about our products, new fragrances, collections, offers or other Fig & Willow news.

You can unsubscribe from marketing emails at any time by using the unsubscribe link included in our emails.

Even if you unsubscribe from marketing communications, we may still contact you regarding an order, transaction or customer service matter.

Cookies and Similar Technologies

Our website may use cookies and similar technologies to help the website function, remember preferences, understand how visitors use our website and improve the shopping experience.

Cookies may also be used by Shopify and other service providers for analytics, security, advertising and other services.

You can control certain cookies through your browser settings and, where available, through the privacy or cookie controls provided on our website.

How We Disclose Personal Information

We may disclose personal information where reasonably necessary to operate Fig & Willow and provide our services, including to:

  • Shopify, which hosts and powers our online store

  • Payment processors

  • Shipping, postal and courier providers

  • Technology and website service providers

  • Analytics providers

  • Marketing and advertising service providers where applicable

  • Professional advisers or authorities where required or permitted by law

We may also disclose information where necessary to comply with a legal obligation, protect our rights or the rights of others, investigate suspected fraud or unlawful activity, or in connection with a sale or restructuring of our business.

We do not sell customer personal information in the ordinary meaning of selling customer details to third parties for money.

Shopify

Our online store is powered by Shopify.

Shopify collects and processes certain personal information in order to provide its ecommerce services to Fig & Willow and our customers. Information submitted through our store may therefore be processed by Shopify and its service providers.

Shopify may also process information about your interactions with our store in accordance with its own privacy practices and policies.

For more information about how Shopify handles personal information, please refer to Shopify's Consumer Privacy Policy and Privacy Portal.

Overseas Processing

Some of the service providers we use, including Shopify and providers that support payments, website functionality, analytics, marketing or cloud services, may process or store information outside Australia.

As a result, personal information may be transferred to or processed in countries outside Australia. The locations involved may change depending on the service providers and infrastructure used to operate our store.

Where applicable, we take reasonable steps to use reputable service providers and handle personal information appropriately.

Third-Party Websites

Our website may contain links to third-party websites, services or social media platforms.

Fig & Willow is not responsible for the privacy practices, security or content of third-party websites. We recommend reviewing the privacy policy of any third-party website or service you choose to use.

Children's Privacy

Our products and services are not directed specifically at children, and we do not knowingly collect personal information from children where this would be inappropriate or unlawful.

If you believe a child has provided personal information to us and you would like us to review or delete that information, please contact us.

Security

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.

However, no method of transmitting or storing information online is completely secure, and we cannot guarantee absolute security.

You are responsible for keeping any account credentials or passwords associated with our services confidential.

Retention of Personal Information

We retain personal information for as long as reasonably necessary for the purposes for which it was collected, including to fulfil orders, maintain appropriate business and transaction records, comply with legal obligations, resolve disputes and protect our legitimate business interests.

When information is no longer reasonably required, it may be deleted or de-identified where appropriate.

Accessing or Correcting Your Personal Information

You may contact us if you would like to request access to personal information we hold about you or ask us to correct information that you believe is inaccurate or out of date.

Depending on the circumstances and applicable law, other privacy rights may also be available to you.

We may need to verify your identity before responding to certain privacy requests.

Privacy Complaints

If you have a question or complaint about how Fig & Willow handles your personal information, please contact us first at:

hello@figandwillow.com.au

We will take reasonable steps to review and respond to your enquiry or complaint.

Where applicable, you may also have the right to make a privacy complaint to the Office of the Australian Information Commissioner (OAIC).

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business, website, service providers, practices or applicable legal requirements.

When we update this policy, we will publish the revised version on our website and update the "Last updated" date.

Contact Us

If you have any questions about this Privacy Policy, how we handle your personal information, or would like to make a privacy-related request, please contact:

Fig & Willow
Melbourne, Victoria, Australia
Email: hello@figandwillow.com.au

SCENT. MOOD. HOME.