Privacy policy

"Personal information" means information that identifies you or could reasonably be linked to you. It does not include information collected anonymously or properly de-identified.

Depending on how you interact with us, we may collect:

• Contact details - name, address, billing and shipping addresses, phone number, email address.
• Text message information - your mobile number, the record of your consent to receive text messages from us (including when, where and how you gave it), your message preferences, our record of messages we’ve sent you, and whether you’ve opted out.
• Financial information - payment card and account details, transaction details, form of payment, payment confirmations. Card numbers are processed by our payment providers; we do not store full card numbers.
• Account Information - username, password, preferences and settings.
• Account information - username, password, preferences and settings.
• Transaction information - items you view, add to cart, add to a wishlist, buy, return, exchange or cancel, and your order history.
• Communications with us - anything you include when you contact us, including emails, phone notes, live chat and conversations with our AI assistant.
• Claim information - when you make a returns, warranty or consumer guarantee claim: photographs and video of the product, a description of the problem, when it appeared, how and where the product was used, and how it was cleaned, cared for and stored.
• Fitting information - measurements and sizing details you give us for our Virtual Fit-Out measuring service, and images you choose to upload to the Try On Me feature.
• Device information - device, browser, network connection, IP address and other identifiers.
• Usage information - how and when you interact with the Services.

We collect this information directly from you, automatically through the Services and cookies, from our service providers, and from our partners.

• To provide the Services. Processing payments, fulfilling and shipping orders, managing your account, handling returns, exchanges and refunds, assessing warranty and consumer guarantee claims, arranging repairs, providing customer support, and remembering your preferences.
• Marketing and advertising. Sending promotional communications by email, SMS or post, and showing you online advertising. You can opt out at any time — see below.
• Security and fraud prevention. Authenticating your account, securing payments, and detecting or investigating fraudulent, unlawful or unsafe activity.
• Communicating with you. Responding to enquiries and maintaining our business relationship.
• Legal reasons. Complying with the law, responding to valid legal process, and enforcing or investigating breaches of our terms or policies.

If you give us your mobile number and agree to receive text messages, we’ll add you to the Ace Chef Apparels text message program. Joining is optional, it is never a condition of buying from us, and you can leave at any time.

What we send. Promotional messages — new ranges, sales and offers, Bulk & Save pricing, back-in-stock alerts, and reminders when you’ve left something in your cart. We also send non-promotional service messages about your order, delivery and returns; those aren’t marketing, and you’ll keep receiving them while you have an open order or claim with us even if you’ve opted out of marketing texts.

How often, and what it costs. Message frequency varies. Message and data rates may apply — any charge your mobile carrier makes for receiving a message is between you and your carrier, not us.

How we collect your number and your consent. From our website signup forms and popups, at checkout, when you create an account, when you contact us by phone or email, and when you sign up at our Melbourne showroom or at a trade event. We send marketing texts only where you have given express consent, and we keep a record of that consent — the date, the form or channel you used, and the wording you agreed to.

How we use your number. To send you the messages described above; to tailor them using your order history, the categories you browse and your cart activity; to measure whether messages were delivered, opened and clicked; and to honour your opt-out.

Who we share it with. Our text messaging platform, Klaviyo, which sends the messages on our behalf under contract with us, and the mobile carriers needed to deliver a message to your handset. That is the full list.

We do not share or sell your mobile number, your text message opt-in data or your consent records to anyone for their own marketing, and we never will. The disclosures described elsewhere in this policy exclude text messaging
originator opt-in data and consent; this information will not be shared with any third parties.

How to stop. Use the unsubscribe link in any marketing text message. Our messages are sent from a sender ID that cannot receive replies, so replying STOP may not reach us — the unsubscribe link is the reliable way. You can also email sales@acechefapparels.com.au or call 1300 308 655 and we’ll remove you. Opting out is free and takes effect immediately.

How long we keep it. We keep your mobile number and consent record for as long as you’re subscribed, and for 5 years afterwards, so we can show that you consented and make sure we honour your opt-out. We suppress rather than delete opt-outs, so you aren’t messaged again by mistake.

We run this program in line with the Spam Act 2003 (Cth) and the applicable ACMA industry codes.

Our website uses cookies and similar technologies to remember the items you put in your shopping cart, including when you leave the site without completing your order. We use that information to work out when to send you a cart reminder by text message or email.

We can only link cart activity to you where you’ve identified yourself to us — for example by signing in, entering your email address or mobile number at checkout or in one of our signup forms, or clicking through to our site from one of our emails or text messages. If you haven’t identified yourself, your browsing stays anonymous to us and we can’t message you about it.

We also use cookies and similar technologies to keep the site working and secure, remember your preferences, understand how the Services are used, and support the advertising described in this policy. You can clear or block cookies in your browser settings, but some parts of the Services may not work properly if you do.

We keep cart and browsing activity used for reminder messages for 12 months, then delete or de-identify it.

When you make a claim under our Returns Policy, we use the information you give us to assess it, decide the outcome, and tell you the reasons.

We may share claim information with a manufacturer, supplier, authorised repairer or another suitably qualified assessor where that is needed to assess the product. What we share is limited to what is reasonably necessary to assess or repair the product, which may include photographs or video, the reported problem, relevant purchase details, usage and care information, relevant correspondence, and other information reasonably required for the assessment or repair. We remain responsible to you as the retailer regardless of who assesses the product.

We keep a record of claims — order number, product, the problem reported, the outcome and the reasons — so that we can be consistent, handle any escalation or complaint, meet our legal obligations, and identify product faults that need fixing at the source.

Our website offers an AI assistant that is available 24 hours a day. Using it is optional — you can always email or call us instead.

• Conversations are recorded and stored, and may be reviewed by our team for quality, training and to follow up your enquiry.
• Messages are processed by a third-party AI service provider on our behalf. That provider processes the conversation to generate a response and acts under contract with us.
• The assistant may collect your name, contact details, order number and a description of your enquiry so we can respond on the next working day.
• Please don't send payment card details, passwords or sensitive personal information through the assistant.
• The assistant does not assess claims or make decisions about returns, faults or remedies. A person does that.

Our website offers an optional Virtual Try-On feature that lets you preview how a garment may look on you. Using it is entirely voluntary.

If you choose to use it, you can upload a photo or take a selfie with your device's camera. When you do:

• Your image is resized on your own device and transmitted securely over an encrypted HTTPS connection to our third-party try-on provider, Fashn.ai, through our processing service, solely to generate a preview image of the selected product on you.
• We do not use your photo for marketing, profiling, identification or any purpose other than generating your try-on preview, and we do not sell it.
• Fashn.ai states that it does not use customer content to train or fine-tune its AI models.
• Images and generated outputs may be processed and temporarily retained by Fashn.ai for limited periods, depending on the technical delivery method used. We use the information only to provide the Virtual Try-On feature.
• The generated preview is stored only temporarily in your own browser (session storage) and is cleared when you close your browser. We do not retain your image or the preview on our servers, and we do not keep a library of customer images.
• Images processed by Fashn.ai may be handled on infrastructure in the United States and the European Union, subject to Fashn.ai's own privacy policy at fashn.ai/privacy-policy.

Please only upload images of yourself. Do not upload photos of other people, and do not upload photos of anyone under 18. To ask about this feature or request deletion of related data, email sales@acechefapparels.com.au.

We may disclose personal information:

• To Shopify, vendors and service providers who perform services on our behalf — IT, payment processing, analytics, customer support, AI assistant services, cloud storage, fulfilment and shipping.
• To manufacturers, suppliers and repairers for the purpose of assessing or repairing a product you have claimed on, as described above.
• To business and marketing partners to provide marketing services and advertising. We use Shopify to support personalised advertising with third-party services based on your online activity across merchants and websites. Depending on where you live, you may have a right to tell us not to share information about you for targeted advertising.
• Where you direct or consent — for example, to ship your order, or through social media widgets and login integrations.
• Within our corporate group.
• In connection with a business transaction such as a merger or sale, to comply with legal obligations including subpoenas and warrants, to enforce our terms, and to protect our rights and the rights of others.

We do not sell your personal information.

Text message opt-in data is excluded from everything above. The above excludes text messaging originator opt-in data and consent; this information will not be shared with any third parties. Your mobile number, your agreement to receive text messages and our record of that consent are used only to run our own text message program, and are disclosed only to our text messaging platform and the carriers needed to deliver our messages to you — never to a business or marketing partner for their own purposes.

The Services are hosted by Shopify, which collects and processes personal information about your access to and use of the Services in order to provide and improve them. Information you submit may be transmitted to and shared with Shopify and third parties that may be located outside Australia.

We also use Shopify enhanced features that draw on data from your interactions with our store, other merchants and Shopify. In those circumstances Shopify is responsible for processing your personal information, including responding to requests about it. See the Shopify Consumer Privacy Policy and the Shopify Privacy Portal.

The Services may link to websites or platforms operated by others. If you follow those links, review their privacy and security policies. We are not responsible for the privacy or security of those sites. Information you post on public or semi-public platforms may be visible to others without limitation on its use. A link is not an endorsement.

The Services are not intended for children, and we do not knowingly collect personal information about children under the age of majority in your jurisdiction. If you are a parent or guardian and believe your child has given us personal information, contact us and we will delete it. We do not have actual knowledge that we share or sell the personal information of anyone under 16.

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. No security measure is perfect, and information sent to us over the internet may not be secure in transit. Please don't use unsecured channels to send us sensitive or confidential information.

If a data breach occurs that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner as required under the Notifiable Data Breaches scheme.

We keep personal information only as long as we need it. In practice:

Where we no longer need information and are not required to keep it, we delete or de-identify it.

You may ask us to:

• Access the personal information we hold about you.
• Correct it if it is inaccurate, out of date or incomplete.
• Delete it, where we are not required to keep it.
• Provide a copy of it, or transfer it, in certain circumstances.
• Stop marketing to you — use the unsubscribe link in any marketing email, reply STOP to an SMS, or email us. If you opt out we may still send you non-promotional messages about your account or orders.

If you live in the UK or European Economic Area, you may also object to or ask us to restrict processing, and withdraw consent where we rely on it. Withdrawing consent doesn't affect processing that already happened.

To exercise any of these rights, email sales@acechefapparels.com.au or call 1300 308 655 (international +612 8551 8088). We may need to verify your identity first. You can appoint an authorised agent, and we'll ask for proof of that authority. We aim to respond within 30 days. If we reasonably need more time, we'll let you know. We will not treat you differently for exercising these rights.

If you're unhappy with how we've handled your personal information, contact us first using the details below. We'll investigate and aim to respond within 30 days, and we'll let you know if we reasonably need longer.

If you're not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC): 1300 363 992 or oaic.gov.au.

New Zealand customers may complain to the Office of the Privacy Commissioner at privacy.org.nz. If you're in the EEA, you can find your local data protection authority here.

We may transfer, store and process your personal information outside Australia, including where our service providers operate. Before we disclose personal information overseas, we take reasonable steps to ensure the recipient handles it consistently with the Australian Privacy Principles.

Our overseas recipients may include providers in the United States, the European Union and other countries in which Shopify and our technology providers operate. Where practicable we identify those locations in this policy or through the linked provider privacy information.

Where we transfer personal information out of the European Economic Area or the United Kingdom, we rely on recognised transfer mechanisms such as the European Commission's Standard Contractual Clauses, unless the destination has been found to provide an adequate level of protection.

We may update this policy to reflect changes in our practices or for operational, legal or regulatory reasons. We'll post the revised policy here, update the "Last updated" date, and give notice where the law requires it.

Ace Chef Apparels · ABN 62 616 563 145
11/50 Princes Highway, Eumemmerring, Melbourne VIC 3177, Australia
1300 308 655 · International +61 2 8551 8088
sales@acechefapparels.com.au

We are the entity responsible for your personal information — the data controller for the purposes of applicable data protection laws.