Privacy Policy

Last updated: November 2026

OCHRE TRADING CO PTY LTD (“Ochre Lane”, “we”, “us”, “our”) respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, disclose, store and protect the personal information of visitors to our website, our customers and our wholesale partners, in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

ABN 96 678 276 474
Unit 6, 1-9 Ourimbah Road
Tweed Heads NSW 2485
Australia
support@ochrelane.com

If you have any questions about this policy or our practices, please contact us using the details above.

Personal Information We Collect

We collect different kinds of personal information depending on how you use our site and purchase from us. This may include:

  • Name and date of birth (for example, if you join our birthday offers)
  • Contact details: email address, phone number and postal address
  • Payment information, such as billing address and the last digits of your card. Full card details are handled by our payment processors and are not stored by us.
  • Order history and purchase details
  • Returns and exchange details, including return reasons, photos you upload and return shipping tracking
  • Customer support conversations, including live chat, email and social media messages
  • Reviews, photos and feedback you submit
  • Loyalty and rewards activity
  • Account login details, if you create an account with us
  • Marketing preferences, including email and SMS consent
  • For wholesale partners: business name, ABN, contact person and trade order details
  • IP address, device type, browser, approximate location and how you use our site (via cookies, pixels and similar technologies)
  • Any other information you choose to give us (e.g. survey answers, competition entries or job applications)

We don't intentionally collect sensitive information (such as health information). If you include it in a message to us, we'll only use it to help with your enquiry.

How We Collect Information

We collect personal information:

  • When you place an order, create an account or subscribe to our emails or SMS
  • When you lodge a return or exchange through our returns portal
  • When you contact us through live chat, email, our contact form or social media
  • When you leave a review, join our rewards program, or enter a promotion, survey or competition
  • Through cookies, tracking pixels and analytics tools that help us understand site use and ad performance
  • From third parties, such as payment and buy now pay later providers, delivery partners, marketplaces that sell our products, and advertising platforms (e.g. Meta)

How We Use Your Information

We use your personal information to:

  • Fulfil orders, process payments and calculate duties and taxes
  • Process returns, refunds, store credit and exchanges
  • Save and authorise your payment card when you choose an instant exchange, so we can place a temporary hold and charge for the new item if your original item isn't returned in time
  • Respond to your enquiries and provide customer support
  • Communicate with you about your order, account, shipping or returns
  • Send marketing by email, SMS or push notification, if you've opted in
  • Show you more relevant ads on other websites and social media, and measure how our ads perform
  • Run our rewards program, reviews and promotions
  • Manage wholesale accounts and trade orders
  • Improve our products, website and customer experience
  • Prevent fraud, misuse or other unlawful behaviour
  • Comply with legal, tax and regulatory obligations

Automated Decisions and AI

We use some automated tools to help run our store. These can make or help make decisions about you, such as:

  • Fraud screening: payment and checkout systems automatically assess orders for fraud risk. An order flagged as high risk may be held, reviewed or cancelled.
  • Returns and exchanges: our returns portal automatically checks eligibility (such as your return window, shipping country and whether an item was on sale), and places or charges card holds for instant exchanges.
  • Customer support: some messages may be answered by an AI assistant using our policies and your order details. A member of our team can take over at any time.
  • Marketing: our email, SMS and advertising platforms use your activity to personalise what you see from us.

If you think an automated decision has affected you, contact us and a member of our team will review it.

Disclosure of Your Information

We share personal information with service providers who help us run our business, only as needed for them to provide their services. These include:

  • Our e-commerce platform: Shopify
  • Payment and buy now pay later providers: such as Shopify Payments, PayPal, Afterpay and Zip
  • Warehousing, delivery and logistics providers: such as Australia Post, Sendle, ShipStation and ShipHero, plus Zonos for international duties and taxes
  • Returns and exchange providers: such as Redo, to process returns, exchanges, return labels and instant exchange card authorisations
  • Customer support: Gorgias, for live chat, email support and AI-assisted replies
  • Marketing and advertising: such as Klaviyo (email and SMS), Meta (Facebook and Instagram), Google, and ad measurement tools
  • Reviews and rewards: such as Judge.me and Smile.io
  • Analytics, accounting and business tools: to help us understand performance and keep our records
  • Retail partners and marketplaces: where you buy our products through them
  • Professional advisers: such as our accountants and lawyers
  • Law enforcement or government agencies: where required or authorised by law

We do not sell your personal information for money.

Overseas Data Transfers

Many of the providers listed above store or process personal information outside Australia. Your information is likely to be held in the United States, and may also be held in Canada, the European Union, the United Kingdom, New Zealand and other countries where our providers operate.

Before we disclose personal information overseas, we take reasonable steps to make sure the recipient handles it in line with the Australian Privacy Principles, such as through contractual obligations.

Cookies & Tracking Technologies

We use cookies, pixels and similar technologies to keep your cart working, remember your preferences, understand how our site is used, and show and measure ads, including through Meta and Google. Some cookies are essential, while others are optional (analytics and advertising).

You can manage optional cookies through our cookie banner (where shown) or your browser settings. Disabling cookies may limit some site features.

Marketing & Communications

If you opt in, we'll send you promotional messages by email or SMS. You can unsubscribe at any time using the link in our emails, by replying STOP to our SMS, or by contacting us. We won't send you marketing if you've opted out. We'll still send you messages about your orders and returns.

Contacting us through live chat or leaving a review doesn't subscribe you to marketing.

Data Storage, Security & Retention

We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification or disclosure, including encryption, secure platforms and access controls. However, no system is completely secure, and we can't guarantee absolute security.

We keep your personal information only as long as needed for the purposes in this policy, or as required by law. For example, purchase records are kept for tax and consumer guarantee purposes. When it's no longer needed, we securely delete or de-identify it.

If a data breach is likely to cause you serious harm, we will notify you and the Office of the Australian Information Commissioner (OAIC) as required under the Notifiable Data Breaches scheme.

Access, Correction & Deletion

You can ask us for access to the personal information we hold about you, or ask us to correct it if it's inaccurate, incomplete or out of date. You can also ask us to delete your personal information, subject to our legal obligations (e.g. keeping records for tax or warranties).

To make a request, email support@ochrelane.com. We may need to verify your identity first. We'll respond within 30 days and won't charge you for making a request.

Customers Outside Australia

New Zealand: you have rights under the Privacy Act 2020 (NZ) to access and correct your personal information. If you're not satisfied with our response, you can contact the Office of the Privacy Commissioner (privacy.org.nz).

United States: depending on your state, you may have rights to access, correct or delete your personal information, and to opt out of targeted advertising or the “sale” or “sharing” of personal information. You can opt out on our Your Privacy Choices page. We honour Global Privacy Control (GPC) signals where required. To make any other request, email us. We won't treat you differently for exercising your rights.

European Union and United Kingdom: we process your personal information to perform our contract with you (e.g. to deliver your order), to meet legal obligations, for our legitimate interests (e.g. preventing fraud and improving our store), or with your consent (e.g. marketing and optional cookies). You may have rights to access, correct, delete, restrict or object to processing, to data portability, and to withdraw consent at any time. You can also complain to your local data protection authority.

Children's Privacy

Our website and products are intended for people aged 18 and over. We don't knowingly collect personal information from anyone under 18 without a parent's or guardian's consent.

Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or the law. The updated version will be posted on our website with a revised “Last updated” date. If the changes are significant, we may also let you know by email or on our website.

Complaints

If you believe we have breached this policy or privacy law, please contact us first at support@ochrelane.com. We'll respond within 30 days. If you're not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.