Privacy Policy

1. About This Privacy Policy
We value your privacy and are committed to handling your personal information responsibly and transparently. This Privacy Policy explains how we collect, hold, use and disclose personal information when you visit our website, place an order, create an account, contact us, subscribe to marketing communications or otherwise interact with us.

Where applicable, we handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Our website is operated by:
Luna Collective LLC, trading as LOEAH
A limited liability company registered in the State of Wyoming, United States
1908 Thomes Ave
Cheyenne, WY 82001
United States

For privacy-related questions or requests, please contact info@loeah.com.au.

2. Personal Information We Collect
The personal information we collect depends on how you interact with our website and services. This may include:

your name, email address and telephone number;
billing and delivery address;
account information;
order, purchase, payment and transaction information;
communications with our customer service team;
information you provide through forms, surveys or reviews;
marketing preferences;
IP address, browser and device information;
website usage and interaction data; and
cookie and tracking information.

We generally collect personal information directly from you, for example when you place an order, create an account, contact us or subscribe to marketing communications. We may also collect certain information automatically when you use our website.

3. Information Collected When Visiting Our Website
When you visit our website, certain technical information may be collected automatically, including:

pages visited;
date and time of access;
IP address;
browser type and operating system;
device information;
referring website or source; and
how you interact with our website.

We use this information to operate and secure our website, analyse performance, understand how customers use our services and improve the customer experience. We may also use your IP address or other location-related information to determine your approximate location, display the appropriate currency or otherwise localise your shopping experience.

4. How We Use Your Personal Information
We may collect, hold, use and disclose personal information for purposes including:

processing and fulfilling orders, payments and deliveries;
managing customer service enquiries, exchanges and other after-sales services;
creating and managing customer accounts;
communicating with you about your order;
preventing fraud and misuse;
maintaining and improving our website and services;
analysing website and customer behaviour;
personalising your shopping experience;
sending marketing communications where permitted;
measuring and improving advertising campaigns;
complying with legal, regulatory, accounting and tax obligations; and
protecting our legal rights and those of our customers.

We may use personal information for the purpose for which it was collected, for a related purpose you would reasonably expect, or otherwise where permitted or required by law.

5. Cookies and Similar Technologies
Cookies are small files stored on your device when you visit a website. We use cookies and similar technologies to:

remember items in your shopping cart and your preferences;
maintain website functionality;
understand how visitors use our website and measure its performance;
personalise content; and
measure advertising effectiveness and provide relevant advertising.

Some cookies are removed after your browsing session; others remain on your device for a specified period. Third-party service providers may also use cookies or similar technologies through our website.

You can manage or disable cookies through your browser settings. Disabling certain cookies may affect the functionality of our website. Where consent is required by applicable law for particular cookies or tracking technologies, we will request that consent.

6. Analytics and Advertising
We use third-party analytics, advertising and marketing services, including those provided by Google and Meta, to understand how customers interact with our website and to measure and improve our advertising. These providers may collect or receive information such as:

IP address, device and browser information;
pages visited and interactions with our website;
purchase and transaction events; and
advertising interactions.

These third parties process information in accordance with their own privacy policies and applicable laws. Depending on your browser, device and location, you may be able to limit personalised advertising through your browser, device or advertising account settings.

7. Customer Accounts
When you create a customer account, we collect the information needed to create and maintain it, such as your name, email address, delivery details and order history. We use this to provide account functionality, facilitate purchases and improve your shopping experience.

You can contact us at info@loeah.com.au with questions about your account or to request deletion of your account, subject to information we are legally required or permitted to retain.

8. Contacting Us
When you contact us by email, contact form or another channel, we collect the information you provide. We use this to respond to your enquiry, provide customer service, resolve complaints, manage exchanges or other after-sales requests, and maintain appropriate records of our communications.

We may retain customer service communications where reasonably necessary for business, legal, fraud prevention or record-keeping purposes.

9. Order Processing and Delivery
When you place an order, we use your personal information to process and fulfil your purchase. We may disclose relevant information to service providers involved in fulfilling your order, including:

ecommerce platform providers;
payment processors;
warehouses and fulfilment partners;
shipping and delivery companies;
customer service providers;
fraud prevention providers; and
IT and hosting providers.

We only disclose information reasonably necessary for these providers to perform their services. For example, your name, delivery address and contact details may be provided to a shipping provider so your order can be delivered.

10. Payment Processing
Payments are processed through third-party payment providers, such as Shopify Payments, PayPal, Klarna, Stripe or other services displayed at checkout. Depending on the payment method you select, your personal and transaction information may be provided to the relevant provider, who processes it in accordance with their own terms, privacy policies and applicable laws.

We generally do not store complete payment card details where payments are securely processed by an authorised third-party payment provider.

11. Email, SMS and Direct Marketing
If you subscribe to our marketing communications or otherwise consent to receive them, we may use your contact information, including your email address and mobile phone number, to send you information about our products, offers, promotions, new releases and other relevant content by email or SMS. We send electronic marketing in accordance with applicable Australian laws, including the Spam Act 2003 (Cth).

You can unsubscribe at any time using the unsubscribe link in our emails, the opt-out link in our SMS messages or by contacting us at info@loeah.com.au. Unsubscribing does not prevent us from sending necessary service communications, such as order confirmations, delivery updates or information about an existing transaction.

12. Disclosure of Personal Information
We may disclose personal information to third parties where reasonably necessary to operate our business and provide our services, including:

ecommerce and website providers;
payment processors;
shipping, logistics, warehouse and fulfilment partners;
customer service providers;
email, SMS, marketing and advertising platforms;
analytics providers;
fraud prevention and security providers;
professional advisers;
accounting and financial service providers; and
government, regulatory or law enforcement authorities where required or permitted by law.

We do not sell your personal information in the ordinary meaning of selling personal information for money.

13. Overseas Disclosure of Personal Information
We are a company established in the United States and operate an international ecommerce business. Personal information collected from customers in Australia may therefore be stored, accessed, processed or disclosed outside Australia, including in the United States, the Netherlands, other countries within the European Economic Area and countries in which our service providers, logistics partners or fulfilment partners operate.

Where required by applicable law, we take reasonable steps in relation to the handling of personal information by overseas recipients. Please note that privacy protections in other countries may differ from those in Australia.

14. Data Security
We take reasonable technical and organisational measures to protect personal information against misuse, interference, loss, unauthorised access, modification and unauthorised disclosure. Our website uses SSL/TLS encryption to help protect information transmitted between your browser and our website.

However, no method of electronic transmission or storage is completely secure, and we cannot guarantee absolute security.

15. Retention of Personal Information
We retain personal information only as long as reasonably necessary for the purposes for which it was collected, or as required or permitted by law. Retention periods may depend on:

the nature of the information;
contractual obligations;
whether you have an active customer account;
tax and accounting requirements;
fraud prevention and dispute resolution; and
other legal or regulatory obligations.

When personal information is no longer required, we take reasonable steps to destroy or de-identify it where required by law.

16. Accessing and Correcting Your Personal Information
You may request access to the personal information we hold about you, or request correction of information that is inaccurate, out of date, incomplete, irrelevant or misleading, by contacting info@loeah.com.au.

We may need to verify your identity before processing your request. In certain circumstances permitted by law, we may refuse access or correction. If so, we will provide an explanation where required.

17. Privacy Complaints
If you believe we have not handled your personal information appropriately, please contact us at info@loeah.com.au with enough detail for us to investigate. We will investigate and respond within a reasonable period.

If you are not satisfied with our response, you may be entitled to make a complaint to the Office of the Australian Information Commissioner (OAIC).

18. Children's Privacy
Our website and services are not intended to knowingly collect personal information directly from children without appropriate involvement or consent from a parent or guardian where required. If you believe a child has provided personal information to us inappropriately, please contact us at info@loeah.com.au.

19. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our business practices, technology, services or legal requirements. The most current version will always be available on this page. Where appropriate, significant changes may also be communicated through our website or other channels.

20. Contact Us
For questions, requests or complaints about this Privacy Policy or the handling of your personal information, please contact:

Luna Collective LLC, trading as LOEAH
1908 Thomes Ave
Cheyenne, WY 82001
United States
Email: info@loeah.com.au