Privacy Policy

1. Who we are

This Privacy Policy explains how Fountain Store Australia Pty Ltd ABN 46 951 298 991 ("Fountain Store", "we", "us", "our") collects, uses and protects your personal information when you visit our website and shop with us.

Our website: fountainstore.com.au

Contact email: care@fountainstore.com.au

2. The information we collect

We collect information so we can process your orders, deliver your products and improve your experience with us.

We may collect:

  • Contact details such as your name, email address, phone number and delivery address
  • Order information such as the products you buy, payment method used (we do not store full card details if using third party payment gateways), order value and order history
  • Account details if you create an account with us, such as your login email and password (stored in encrypted form)
  • Communication details, including emails, messages or feedback you send us
  • Marketing preferences, such as whether you have opted in to receive email and/or SMS marketing
  • Device and usage information such as your IP address, browser type, pages you visit and how you interact with our website, collected via cookies and analytics tools

If you choose not to provide certain information, we may not be able to provide some services (for example, processing or delivering an order).

3. How we collect your information

We collect personal information in several ways:

  • Directly from you when you place an order, create an account, sign up for our email or SMS list, enter a promotion, or contact us
  • Automatically when you browse our website, through cookies and similar technologies that help us understand website traffic and improve our store
  • From third-party services we use for payments, shipping, marketing (including Klaviyo SMS & Email and Shopify Email) or analytics, where this is allowed and consistent with this policy

4. Why we collect and use your information

We use your information for purposes that are clear and directly related to running our store and serving you.

We may use your information to:

  • Process and deliver your orders, including sending order confirmations, shipping updates and related service messages
  • Respond to your questions, requests and support enquiries
  • Manage your account and purchase history
  • Send you marketing emails and SMS messages, special offers or product updates if you have opted in (you can unsubscribe or opt out at any time)
  • Improve our products, website and customer experience through analytics and feedback
  • Prevent fraud, secure our website and comply with our legal obligations

We will not use your personal information in ways that are unrelated to these purposes unless required or permitted by law, or with your consent.

5. Cookies and analytics

Our website uses cookies and similar technologies to make the site work properly and to help us understand how visitors use it.

Cookies allow us to:

  • Remember items in your cart and your preferences
  • Measure website traffic and performance
  • Improve the layout, content and usability of our store

You can control cookies through your browser settings. If you disable some cookies, certain parts of our website may not function as well.

6. Email and SMS marketing

If you subscribe to our email and/or SMS list or choose to receive marketing from us, we may use Klaviyo SMS & Email and Shopify Email to send you messages about new products, special offers and other updates related to Fountain Store.

You can opt out of marketing at any time by:

  • Clicking the “unsubscribe” link in any marketing email you receive from us
  • Following the opt-out instructions in any marketing SMS (for example, replying STOP where available)
  • Contacting us at care@fountainstore.com.au and asking to be removed from our email and/or SMS lists

Even if you opt out of marketing, we may still send you important messages about your orders or our services.

7. When we share your information

We do not sell your personal information.

We may share your information with trusted third parties who help us run our business, for example:

  • Payment providers who process your payments securely
  • Couriers and logistics partners who deliver your orders
  • Klaviyo SMS & Email, Shopify Email and other communication platforms that send our emails and SMS on our behalf
  • IT, hosting and analytics providers who support our website and systems
  • Professional advisers (such as accountants or lawyers) where needed

These service providers are only allowed to use your information to perform services for us and must handle it in line with privacy laws.

We may also disclose information if required by law, or to protect our rights, safety, customers or the public.

8. Overseas disclosure

Some of our service providers (including email and SMS platforms) or their servers may be located outside Australia.

Where this happens, we take reasonable steps to ensure that your information is handled with a similar level of protection to that required under Australian privacy law (for example, through contracts and reputable providers).

9. How we store and protect your information

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

These steps may include:

  • Secure systems and password protected access
  • Encryption and access controls where appropriate
  • Limiting access to staff and service providers who need the information to perform their role
  • Regular review of our security and data handling practices

We keep personal information only for as long as needed for the purposes set out in this policy or as required by law, and then take reasonable steps to destroy or de-identify it.

10. Your rights: access, correction and deletion

You have the right to:

  • Ask for access to the personal information we hold about you
  • Ask us to correct any information that is inaccurate, out of date or incomplete
  • In some cases, ask us to delete certain personal information, subject to legal requirements

To make a request, please contact us at care@fountainstore.com.au and describe what you need. We may need to confirm your identity before actioning your request.

11. Staying anonymous or using a pseudonym

In many situations, you can choose not to identify yourself or to use a pseudonym when dealing with us (for example, browsing our website without logging in).

However, we may need your real details for things like processing and delivering an order or handling certain enquiries.

12. Children

Our website and services are designed for adults. We do not knowingly collect personal information from children without appropriate consent where required. If you believe a child’s information has been provided to us, please contact us so we can review and address the situation.

13. Questions or complaints

If you have any questions about this policy or how we handle your personal information, please contact us at:

Email: care@fountainstore.com.au

If you make a privacy complaint, we will respond as soon as reasonably can and aim to resolve your concern. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) for further guidance.

14. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices, the law or our services. The updated version will be posted on our website with a new “Last updated” date.We encourage you to review this page periodically so you know how we protect your information.