Privacy Policy

Last updated: August 2026

This policy explains how Willa Melbourne (operated by Elevate Ecom Limited) collects, uses, discloses and protects personal information. We handle personal information in accordance with the Australian Privacy Principles (APPs) in the Privacy Act 1988 (Cth).

1. What we collect

• Order information, name, delivery address, email address, phone number if you give it to us, and the contents of your order.
• Account information, if you create an account: your username, password (stored encrypted by Shopify, never visible to us), saved addresses, preferences and settings.
• Payment information, processed by our payment providers. We never see or store your full card number.
• Technical information, IP address, device and browser type, pages viewed and how you arrived at our site, collected through cookies and similar technologies.
• Communications, the messages you send us and our replies.

2. How we use your information

• To take, process, deliver and support your order.
• To provide customer service and handle returns, refunds and warranty claims.
• To detect and prevent fraud and misuse of the site.
• To improve the shop, our products and our advertising.
• To send marketing messages where you have consented, and only until you unsubscribe.

3. Who we share it with

We disclose personal information only to the parties that make the shop work:

• Shopify, which hosts this store;
• payment providers, to take payment and prevent fraud;
• the warehouses and carriers that pack and deliver your order;
• email and analytics providers we use to run the shop;
• advertising platforms, where you have consented to advertising cookies;
• authorities, where we are required to by law.

We do not sell your personal information.

4. Overseas disclosure

Because our suppliers, warehouses and technology providers are located outside Australia, your personal information may be disclosed to recipients in the United States, the European Union and mainland China. We take reasonable steps to ensure those recipients handle your information consistently with the Australian Privacy Principles.

5. Marketing and unsubscribing

We only send marketing email where you have opted in. Every message includes an unsubscribe link that works, and we action unsubscribes promptly, as required by the Spam Act 2003 (Cth).

6. Cookies

We use cookies that are necessary for the shop and the cart to work, and analytics or advertising cookies where you allow them. You can block or delete cookies in your browser, though parts of the site may then stop working.

7. Security and retention

We take reasonable steps to protect personal information from misuse, loss and unauthorised access. We keep order records for as long as we need them for tax, accounting and warranty purposes, and then delete or de-identify them.

8. Access, correction and complaints

You may ask us for a copy of the personal information we hold about you, ask us to correct it, or ask us to delete it. Email support@willamelbourne.com and we will respond within 30 days.

If you believe we have breached the Australian Privacy Principles, contact us first and we will investigate. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au.

9. Our details

Store name: Willa Melbourne
Company name: Elevate Ecom Limited
Registered address: Unit 1603, 16/F, The L. Plaza, 367-375 Queen's Road Central, Sheung Wan, Hong Kong
Company registration number: 80663230
Phone: +61 7 5619 5272
Email: support@willamelbourne.com

10. Children's data

This store is not intended for children. We do not knowingly collect personal information from anyone under 18. If you believe a child has given us personal information, email support@willamelbourne.com and we will delete it.

Who you are buying from

Store name: Willa Melbourne
Company name: Elevate Ecom Limited
Registered address: Unit 1603, 16/F, The L. Plaza, 367-375 Queen's Road Central, Sheung Wan, Hong Kong
Company registration number: 80663230
Email: support@willamelbourne.com
Phone: +61 7 5619 5272
Customer service: Monday to Friday 9:00 am to 5:00 pm (AEST), Saturday 12:00 pm to 5:00 pm (AEST)
Response time: within 24 hours on business days