Privacy policy

Last updated: October 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 and our customers, 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, title and date of birth
  • Contact details: email address, phone number and postal address
  • Payment information (e.g. billing address and card details). Full card details are handled by our third-party 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
  • Account login details if you create an account with us
  • Marketing preferences
  • IP address, device type, browser, and other analytics or technical data (via cookies and similar technologies)
  • Any other information you choose to provide (e.g. reviews, feedback, surveys)

How We Collect Information

We collect personal information:

  • When you place an order, create an account or subscribe to our newsletter
  • When you lodge a return or exchange through our returns portal
  • Through contact forms or customer service interactions
  • Through cookies, tracking pixels and analytics tools that help us understand site use and performance
  • When you respond to promotions, surveys or competitions
  • Through social media integrations (if you use social login or connect through social platforms)

How We Use Your Information

We use your personal information to:

  • Fulfil orders and process payments
  • 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
  • Communicate with you about your order, account, shipping or returns
  • Send marketing and promotional communications, if you’ve opted in (email, SMS or push notifications)
  • Improve our products, website functionality and user experience
  • Run analytics and reporting to understand how people use our services
  • Prevent fraud, misuse or other unlawful behaviour
  • Comply with legal and regulatory obligations

Disclosure of Your Information

We may disclose your information to:

  • Payment processors and financial institutions, to process payments
  • Delivery and logistics providers, to deliver your order
  • Returns and exchange providers (such as Redo), to process returns, exchanges, return labels and instant exchange card authorisations
  • Customer service providers, review platforms and support tools
  • Marketing service providers (e.g. email and SMS platforms)
  • Analytics companies and other service providers who help us run or improve the site
  • Law enforcement or government agencies, or in response to legal process, where required

If we disclose your information to third parties (including overseas), we take reasonable steps to make sure they protect your privacy to standards comparable to ours.

Data Storage, Security & Retention

We take reasonable measures to protect your personal information from misuse, interference, loss, unauthorised access, modification or disclosure (e.g. data encryption, secure servers). However, no system is completely secure, and we cannot 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 may be kept for tax, warranty or consumer guarantee periods. When it's no longer needed, we securely delete or de-identify your personal information where feasible.

Cookies & Tracking Technologies

We use cookies and similar technologies to track site usage, improve site performance, remember your preferences and personalise your experience. Some cookies are essential (e.g. for shopping cart functionality). Others are optional (analytics, advertising).

You can control or disable cookies through your browser settings. Disabling cookies may limit some site features.

Marketing & Communications

If you opt in, we’ll send you promotional or marketing messages (email, SMS etc.). You can unsubscribe at any time using the “unsubscribe” link in our messages, or by contacting us directly.

We won’t send you marketing messages if you’ve opted out.

Access, Correction & Deletion of Information

You have the right to request access to the personal information we hold about you. If any information is inaccurate, incomplete or out of date, you may request a correction. You may also request deletion of your personal information, subject to legal or business obligations (e.g. keeping records for warranties or tax).

To make a request, contact us using the details above.

Overseas Data Transfers

If we transfer your personal information overseas (for example, to cloud services, payment processors, returns providers or analytics tools hosted outside Australia), we will ensure:

  • the recipients are bound by obligations at least as protective as Australian law, or
  • other appropriate safeguards are in place (contracts, etc.), and
  • we disclose the countries involved, where practical.

Children’s Privacy

Our services are intended for people aged 18 and over. We do not knowingly collect personal information from anyone under 18 without parent or guardian consent.

Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements or other factors. The updated version will be posted on our website with a revised “Last updated” date.

If changes are significant, we may notify you by email or on our website.

Complaints & Enforcement

If you believe we have breached this policy or the relevant privacy laws, please contact us first so we can try to resolve it. If it isn't resolved, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

Your Rights

Under the Privacy Act and the APPs, you have rights relating to your personal information, including access, correction and complaint. If you are in another jurisdiction, other privacy laws (e.g. the GDPR for EU customers) may also apply to you.