Privacy policy

Privacy Policy — ELSIE-MELBOURNE.COM

Last updated: 8 August 2026

This Privacy Policy explains how elsie-melbourne.com, operated by VH Group Sàrl ("we", "us", "our"), collects, uses, stores and protects your personal information. Where applicable, we handle personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth) and the Swiss Federal Act on Data Protection (FADP).

Who is responsible for your information
VH Group Sàrl
Rue de Bourg 27, 1003 Lausanne, Switzerland
Company / VAT no.: CHE-169.557.307
Phone: +61 468 147 458
Email: contact@elsie-melbourne.com

Information we collect
When you use our website or place an order, we may collect your name, delivery and billing address, email address, phone number, order and payment information, customer account details, IP address, device and browser information, cookies, pages viewed, and communications with our customer service team.

How we use your information
We use your information to process and fulfil orders, arrange delivery, manage your customer account, provide customer and after-sales service, process returns and refunds, improve our website and services, prevent fraud, send marketing communications where permitted, and comply with our legal obligations.

Cookies
Our website uses cookies and similar technologies for essential website functionality, analytics, performance and advertising purposes. You can manage or disable cookies through your browser settings, although some website features may not function correctly as a result.

Who we share your information with
We only share personal information where reasonably necessary to operate our business and provide our services. This may include Shopify, payment processors, our Australian warehouse and fulfilment partners, Australia Post or our delivery partners, customer service providers, analytics providers, advertising platforms and email marketing providers.

For example, your name, delivery address, phone number and relevant order information may be provided to our Australian warehouse and delivery partners so that your order can be prepared, dispatched and delivered.

We do not sell your personal information.

Overseas disclosure of your information
VH Group Sàrl is based in Switzerland and some of the service providers we use operate internationally. As a result, your personal information may be processed or disclosed outside Australia, including in Switzerland and, depending on the service provider used, countries such as the United States, Canada and countries within the European Economic Area.

Where required by applicable law, we take reasonable steps to ensure that overseas recipients handle personal information appropriately and in accordance with applicable privacy requirements.

Marketing communications
We may send you marketing communications where permitted by applicable law. Every marketing email provides a simple way to unsubscribe. You may withdraw your consent or opt out at any time by using the unsubscribe link or by contacting us at contact@elsie-melbourne.com.

How long we keep your information
We retain personal information only for as long as reasonably necessary to provide our services, complete transactions, comply with legal and accounting obligations, prevent fraud and resolve disputes. When information is no longer required, we take reasonable steps to delete, destroy or de-identify it where appropriate.

Security
We take reasonable technical and organisational measures to protect personal information against misuse, interference, loss, unauthorised access, modification or disclosure. Payments are processed through our payment service providers and e-commerce platform. We do not directly store full payment card details on our own systems.

Data breaches
Where required by applicable law, if a data breach occurs that is likely to result in serious harm, we will take appropriate action and notify affected individuals and the relevant authorities, including the Office of the Australian Information Commissioner (OAIC) where required.

Accessing and correcting your information
You may request access to personal information we hold about you or ask us to correct information that is inaccurate, incomplete, out of date, irrelevant or misleading. Where applicable law provides additional rights, you may also request deletion or a copy of your personal information.

To make a request, contact us at contact@elsie-melbourne.com. We may need to verify your identity before processing your request and will respond within a reasonable period in accordance with applicable law.

Children
Our website and services are not directed at children under 16 years of age, and we do not knowingly collect personal information from children under 16.

Complaints
If you believe we have mishandled your personal information or breached applicable privacy laws, please contact us first at contact@elsie-melbourne.com. We will review your complaint and respond within a reasonable period.

If you are not satisfied with our response regarding your rights under Australian privacy law, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC). Where Swiss data protection law applies, you may also contact the Swiss Federal Data Protection and Information Commissioner (FDPIC).

Changes to this policy
We may update this Privacy Policy from time to time to reflect changes to our practices, services or legal obligations. The latest version will always be published on this page together with the date it was last updated.

Contact
VH Group Sàrl
Rue de Bourg 27, 1003 Lausanne, Switzerland
Company / VAT no.: CHE-169.557.307
Phone: +61 468 147 458
Email: contact@elsie-melbourne.com