Privacy policy
Privacy Policy
Last updated: 17 August 2026
This Privacy Policy explains how we collect, use, disclose, and protect your personal information when you visit falors.com, purchase from us, or otherwise communicate with us (together, the "Services").
Who we are. The Services are operated by Pino Australia Pty Limited (ABN 33 605 608 580), trading as FALORS.COM, of Level 27, 101 Collins Street, Melbourne VIC 3000, Australia. In this policy, "we", "us", and "our" refer to Pino Australia Pty Limited, which is the data controller (or, under Australian law, the APP entity) responsible for your personal information. "You" and "your" means any individual whose personal information we collect, whether you are a customer, a website visitor, or another individual.
Please read this policy carefully. If you do not agree with it, please do not use the Services.
1. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes to our practices or for operational, legal, or regulatory reasons. We will post the revised policy on this page, update the "Last updated" date above, and take any further steps required by applicable law. Where changes are material, we will notify you by email or through a notice on the Site before they take effect.
2. Personal Information We Collect
2.1 Information you give us directly
- Contact details — your name, postal address, phone number, and email address.
- Order information — your name, billing address, shipping address, payment confirmation, email address, and phone number.
- Account information — your username, password, and other information used for account security.
- Shopping information — items you view, add to your cart, or save, together with any reviews, referrals, loyalty points, or gift cards associated with your account.
- Customer support information — the content of your communications with us, including messages sent by email or WhatsApp.
Some features require this information. You may choose not to provide it, but you may then be unable to use those features.
2.2 Information collected automatically
We collect certain information about your interaction with the Services ("Usage Data") using cookies, pixels, and similar technologies. Usage Data may include device and browser information, information about your network connection, your IP address, approximate location derived from your IP address, and details of how you access and use the Site.
2.3 Information from third parties
- Shopify, which hosts and powers the Site.
- Payment processors, which collect payment details (such as card or bank account information and billing address) in order to process your payment and fulfil your order. We do not store full payment card numbers on our systems.
- Advertising and analytics partners, which may collect information about your interactions with our Site, emails, and advertisements.
- Fulfilment and logistics partners in Europe, which receive the information needed to pack and ship your order.
3. How and Why We Use Your Information
The table below sets out what we use your personal information for and, for individuals in Switzerland, the legal basis on which we rely.
| Purpose | Information used | Legal basis (Switzerland) |
|---|---|---|
| Processing and fulfilling your order, arranging shipping, handling returns and exchanges | Contact details, order information | Necessary to perform our contract with you |
| Creating and managing your account | Account information, contact details | Necessary to perform our contract with you |
| Customer support and responding to your enquiries | Customer support information, order information | Legitimate interests (being responsive to you) |
| Marketing emails and promotional communications | Contact details, shopping information | Consent (you may withdraw it at any time) |
| Advertising, retargeting, and measuring advertising performance | Usage Data, shopping information, identifiers | Your consent, given through our cookie settings |
| Analytics and improving the Site and Services | Usage Data | Your consent for non-essential cookies |
| Fraud prevention, security, and protecting our rights | Order information, Usage Data, identifiers | Legitimate interests (preventing fraud and misuse) |
| Meeting tax, customs, accounting, and other legal obligations | Order information, contact details | Compliance with a legal obligation |
4. Cookies and Tracking
We use cookies and similar technologies to operate the Site, remember your preferences, understand how the Site is used, and deliver and measure advertising. For details of the cookies used to power our store with Shopify, see Shopify's cookie policy.
If you are in Switzerland, we place non-essential cookies (including advertising and analytics cookies) only after you have given consent through our cookie banner.
If you are elsewhere, non-essential cookies may be set by default. You can remove or reject cookies through your browser controls, though doing so may cause parts of the Site to work incorrectly.
We honour Global Privacy Control (GPC) signals where required by law. See section 9 for more on your opt-out rights.
5. How We Disclose Personal Information
We disclose personal information in the following circumstances:
- Service providers acting on our behalf — IT and hosting, payment processing, data analytics, customer support, cloud storage, and fulfilment and shipping partners.
- Advertising and marketing partners, who use information in accordance with their own privacy notices.
- Carriers and customs authorities, where necessary to deliver your order and clear it through customs.
- Where you direct or consent to it, such as through social media widgets or login integrations.
- Legal and corporate reasons — to comply with legal obligations, respond to lawful requests, enforce our terms, protect our rights and those of others, or in connection with a merger, acquisition, or insolvency.
We do not use or disclose sensitive personal information in order to infer characteristics about you, and we do not sell personal information for money.
6. How Long We Keep Your Information
| Type of information | Retention period |
|---|---|
| Order and transaction records | [7] years from the date of the order, to meet Australian tax and corporate record-keeping requirements |
| Account information | For as long as your account is active, and for [24] months after it becomes inactive |
| Customer support correspondence | [24] months from the date of the last message |
| Marketing preferences and subscriber lists | Until you unsubscribe, plus a suppression record kept indefinitely so we do not contact you again |
| Usage Data and cookie-based analytics | [14] months from collection |
Where we are required to keep information longer to comply with a legal obligation, resolve a dispute, or enforce our agreements, we will retain it for that period only.
7. Security
We maintain administrative, technical, and physical safeguards designed to protect your personal information. However, no security measure is perfect, and information sent to us over the internet may not be secure in transit. Please do not use insecure channels to send us sensitive or confidential information. If you believe your account has been compromised, contact us immediately using the details in section 12.
8. International Transfers
We are based in Australia, and our fulfilment partners are located in Europe. We deliver to Australia, New Zealand, the United States, Japan, South Korea, Singapore, Hong Kong SAR, Macao SAR, and Switzerland. Your personal information will therefore be transferred to, stored in, and processed in Australia, the European Union, and other countries where our service providers operate, including the United States.
Where we transfer personal information out of Switzerland, we rely on a recognised transfer mechanism such as the Swiss Standard Contractual Clauses, unless the destination country is recognised as providing adequate protection. Where the law of your country requires other specific safeguards, we put those in place through our contracts with service providers. You may request details by contacting us.
Note for Australian customers: by proceeding with an order, you acknowledge that we disclose your personal information to overseas recipients as described above, and that Australian Privacy Principle 8.1 may not apply to those disclosures where you have consented to them.
9. Your Rights
Depending on where you live, you may have some or all of the rights below. These rights are not absolute, apply only in certain circumstances, and in some cases we may decline a request as permitted by law.
- Access — to request a copy of the personal information we hold about you and details of how we use and share it.
- Correction — to ask us to correct inaccurate or incomplete information.
- Deletion — to ask us to delete personal information we hold about you.
- Portability — to receive a copy of your information in a portable format, or have it transferred to a third party.
- Restriction and objection — to ask us to stop or limit our processing, including processing based on our legitimate interests.
- Withdrawal of consent — where we rely on consent, you may withdraw it at any time. This does not affect processing carried out before withdrawal.
- Marketing opt-out — you may unsubscribe from promotional emails at any time using the link in any such email. We may still send non-promotional messages about your account or orders.
- Appeal — where we decline a request, you may ask us to reconsider by replying to our decision.
To exercise any of these rights, contact us using the details in section 12. We may need to verify your identity before responding, and we will respond within the time required by applicable law. You may appoint an authorised agent to act for you; we will require proof of their authority. We will not discriminate against you for exercising your rights.
10. Region-Specific Information
10.1 Australia
We handle personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth). If you are not satisfied with our response to a privacy complaint, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au, by phone on 1300 363 992, or by writing to GPO Box 5218, Sydney NSW 2001.
10.2 California and other United States residents
We "share" the following categories of personal information with advertising and marketing partners for cross-context behavioural advertising, as that term is defined under the California Consumer Privacy Act:
| Category of personal information | Categories of recipients |
|---|---|
| Identifiers, such as name, email address, and phone number | Advertising and marketing partners |
| Commercial information, such as records of products viewed or purchased | Advertising and marketing partners |
| Internet or other network activity (Usage Data) | Advertising and marketing partners, analytics providers |
| Coarse geolocation derived from IP address | Advertising and marketing partners, analytics providers |
We do not sell personal information for monetary consideration, and we do not knowingly share the personal information of consumers under 16 years of age.
Your right to opt out. You may direct us to stop sharing your personal information for targeted advertising at any time, free of charge and without creating an account.
Use the Do Not Sell or Share My Personal Information page, or email us at info@falors.com. We also recognise Global Privacy Control (GPC) browser signals as a valid opt-out request.
10.3 Switzerland
If you are in Switzerland, we process your personal information in accordance with the Federal Act on Data Protection (FADP). You have rights of access, correction, deletion, and objection equivalent to those described in section 9, and you may lodge a complaint with the Federal Data Protection and Information Commissioner (FDPIC) at edoeb.admin.ch.
10.4 Other Destinations
If you are in Japan, South Korea, Singapore, New Zealand, Hong Kong SAR, or Macao SAR, we handle your personal information in accordance with the data protection law applicable in your jurisdiction, and you may exercise the rights described in section 9 by contacting us. You may also complain to your local data protection authority if you are not satisfied with our response.
11. Children's Information
The Services are not intended for children, and we do not knowingly collect personal information from children. If you are a parent or guardian and believe your child has provided us with personal information, please contact us and we will delete it. As at the date of this policy, we do not have actual knowledge that we share or sell the personal information of individuals under 16 years of age.
12. Third-Party Sites
The Site may link to websites operated by third parties. We do not control those sites and are not responsible for their privacy practices or content. Please review their privacy policies before providing them with your information. Our inclusion of a link does not imply endorsement.
13. How to Contact Us
Privacy enquiries and requests:
- Email: info@falors.com
- General customer service: sales@falors.com
- WhatsApp Business: +61 468 377 722
- Post: Pino Australia Pty Limited, Level 27, 101 Collins Street, Melbourne VIC 3000, Australia
- Support hours: Monday to Friday, 9:00 AM – 5:30 PM (AEST)
Pino Australia Pty Limited — ABN 33 605 608 580, trading as FALORS.COM.