Privacy policy

Privacy Policy

Last updated: 22 June 2026

Kraft Lab (“Kraft Lab”, “we”, “us”, or “our”) operates this website and online store, including all related information, content, features, products, personalisation services, customer support, and order fulfilment services.

This Privacy Policy explains how we collect, use, disclose, store, and protect personal information when you visit our website, place an order, request a custom product, upload a file or design reference, subscribe to our emails, or contact us.

By using our website or purchasing from Kraft Lab, you acknowledge that you have read and understood this Privacy Policy.

1. Personal information we collect

We collect personal information that is reasonably necessary for us to operate our store, provide our products and services, process orders, create personalised items, communicate with customers, and improve the customer experience.

The types of personal information we may collect include:

Contact and order details

  • name

  • email address

  • phone number

  • billing address

  • shipping address

  • order details

  • delivery instructions

  • customer account details, if you create an account

Payment and transaction information

When you place an order, payment information is processed securely by Shopify and/or our payment providers. Kraft Lab does not store your full credit card or debit card number.

We may receive limited payment-related information such as:

  • payment status

  • payment confirmation

  • transaction details

  • billing details

  • fraud-check information, where applicable

Product personalisation details

Because Kraft Lab sells personalised and custom products, we may collect information you provide for engraving, design, or customisation, including:

  • names

  • dates

  • messages

  • initials

  • business names

  • logos

  • artwork

  • design instructions

  • font or layout preferences

  • reference images

  • product notes

  • custom order requirements

You are responsible for ensuring that all spelling, dates, names, and personalisation details you provide are correct before submitting your order.

Uploaded files and design references

If you upload files through our product pages, contact forms, or custom order forms, we may collect and store files such as:

  • JPG images

  • PNG images

  • PDF files

  • SVG files

  • logo files

  • artwork files

  • reference images

  • design inspiration files

These files are used for preparing, designing, engraving, producing, and fulfilling your order, or for communicating with you about your custom request.

Communications with us

We may collect information you provide when you:

  • submit a contact form

  • email us

  • ask a question about a product

  • request a custom order

  • respond to an order query

  • communicate with us through social media or other channels

Website, device, and usage information

When you visit our website, Shopify and related technologies may collect information such as:

  • IP address

  • browser type

  • device type

  • operating system

  • pages viewed

  • items viewed

  • products added to cart

  • referring website or search terms

  • approximate location information

  • interaction with our website

This information may be collected using cookies, pixels, analytics tools, and similar technologies.

2. How we collect personal information

We may collect personal information:

  • directly from you when you place an order, create an account, upload a file, subscribe to emails, or contact us

  • automatically when you browse or interact with our website

  • through Shopify and other service providers that help us operate our store

  • through third-party apps or tools used for product options, file uploads, analytics, marketing, payment processing, or fulfilment

  • through social media or other platforms if you interact with Kraft Lab through those channels

3. How we use your personal information

We use personal information for purposes related to operating Kraft Lab and providing our products and services.

This may include using your information to:

  • process and fulfil orders

  • create personalised and custom products

  • engrave names, dates, messages, logos, or artwork onto products

  • review uploaded artwork or design files

  • contact you about your order or custom request

  • arrange shipping and delivery

  • provide customer support

  • send order confirmations, shipping updates, and other transactional messages

  • manage returns, refunds, replacements, or order issues

  • detect and prevent fraud or misuse of our website

  • improve our website, products, and services

  • manage customer accounts

  • respond to enquiries and complaints

  • comply with legal, tax, accounting, and regulatory obligations

4. Marketing communications

If you subscribe to our email list, create an account, make a purchase, or otherwise provide consent where required, we may send you marketing communications about:

  • new products

  • personalised gift ideas

  • special offers

  • promotions

  • seasonal collections

  • Kraft Lab updates

You can unsubscribe from marketing emails at any time by using the unsubscribe link included in our emails or by contacting us at hello@kraftlab.com.au.

Even if you unsubscribe from marketing emails, we may still send you non-marketing messages, such as order confirmations, shipping updates, customer service replies, or important information about your purchase.

5. Cookies and similar technologies

Our website may use cookies and similar technologies to help operate the store, remember preferences, improve website performance, support checkout functionality, analyse traffic, and personalise your shopping experience.

Cookies may be used by Shopify, analytics providers, advertising tools, and other service providers.

You can adjust your browser settings to block or delete cookies. However, some parts of the website may not work properly if cookies are disabled.

6. How we disclose personal information

We may share personal information with trusted third parties where necessary to operate our store, provide our services, fulfil orders, or comply with legal requirements.

This may include sharing information with:

  • Shopify, which hosts and powers our online store

  • payment processors

  • shipping and fulfilment providers, such as Australia Post/MyPost Business or other delivery partners

  • product personalisation, product options, or file upload apps

  • email and communication providers, such as Google Workspace

  • analytics and website performance tools

  • marketing platforms, if used

  • customer support tools, if used

  • professional advisers, such as accountants, lawyers, or business consultants

  • government, regulatory, law enforcement, or legal bodies where required by law

We only share information where it is reasonably necessary for the relevant purpose.

7. Shopify and third-party services

Our store is powered by Shopify. Information you provide through our website may be processed by Shopify to help operate the store, support checkout, process orders, manage customer data, provide analytics, and improve Shopify services.

Shopify and other service providers may process or store personal information in countries outside Australia.

Some third-party apps may also process information that you provide, including product personalisation details and uploaded files. We aim to use trusted service providers that support secure handling of customer information.

You should also review Shopify’s privacy information and the privacy policies of any third-party services you interact with through our website.

8. International transfers and overseas storage

Some of our service providers may store, process, or access personal information outside Australia. This may include countries such as the United States, Canada, New Zealand, Singapore, members of the European Economic Area, the United Kingdom, or other locations where Shopify, Google, payment processors, analytics providers, app providers, or shipping-related services operate.

By using our website or placing an order, you acknowledge that your personal information may be transferred, stored, or processed outside Australia where required to provide our products and services.

9. Uploaded files, logos, and artwork

If you upload a logo, artwork file, photo, reference image, SVG, PDF, or other design file, we will use that file only for purposes related to your enquiry, order, product personalisation, design preparation, production, customer service, or record keeping.

You must only upload files that you have the right to use. You are responsible for ensuring that any uploaded logo, artwork, image, wording, or design does not infringe another person’s intellectual property rights, privacy rights, or other legal rights.

We may refuse to produce items that include offensive, unlawful, misleading, hateful, or inappropriate content.

10. Retention of personal information

We keep personal information for as long as reasonably necessary for the purposes described in this Privacy Policy, including to:

  • complete and manage orders

  • provide customer support

  • maintain business records

  • comply with tax, accounting, legal, and regulatory obligations

  • resolve disputes

  • prevent fraud

  • improve our services

Uploaded files and personalisation details may be retained with your order record unless deletion is requested and we are legally able to delete the information.

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

11. Security

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure.

However, no method of transmission over the internet or electronic storage is completely secure. We cannot guarantee absolute security of information transmitted through our website, email, file upload tools, or third-party services.

Please avoid sending highly sensitive information through unsecured channels.

12. Children’s privacy

Our website and products are intended for use by adults and customers who are able to make purchases. We do not knowingly collect personal information from children without appropriate consent.

If you believe a child has provided personal information to us without appropriate consent, please contact us at hello@kraftlab.com.au and we will take reasonable steps to review and delete the information where required.

13. Accessing or correcting your personal information

You may contact us to request access to the personal information we hold about you, or to ask us to correct information that is inaccurate, incomplete, or out of date.

Please contact us at:

Email: hello@kraftlab.com.au
Postal address: Kraft Lab, 470 St Kilda Rd, Melbourne VIC 3004, Australia

We may need to verify your identity before responding to your request.

14. Deleting your personal information

You may ask us to delete personal information we hold about you. We will consider your request and delete information where we are legally able to do so.

In some cases, we may need to retain certain information for legal, tax, accounting, fraud prevention, order management, dispute resolution, or business record purposes.

15. Privacy complaints

If you have a concern or complaint about how we handle your personal information, please contact us first so we can try to resolve the issue.

You can contact us at:

Email: hello@kraftlab.com.au
Postal address: Kraft Lab, 470 St Kilda Rd, Melbourne VIC 3004, Australia

Please include your name, contact details, and a clear description of your concern. We will review your complaint and respond within a reasonable time.

If you are not satisfied with our response, you may be able to contact the Office of the Australian Information Commissioner or another relevant privacy authority.

16. Third-party websites and links

Our website may include links to third-party websites, social media pages, apps, or services. We are not responsible for the privacy practices, security, or content of third-party websites or platforms.

If you visit a third-party website or interact with a third-party service, you should review their privacy policy and terms before providing personal information.

17. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business, website, products, service providers, legal obligations, or privacy practices.

The updated version will be posted on our website with a revised “Last updated” date.

18. Contact us

If you have any questions about this Privacy Policy, how we handle personal information, or if you wish to make a request or complaint, please contact us:

Kraft Lab
Email: hello@kraftlab.com.au
Postal address: 470 St Kilda Rd, Melbourne VIC 3004, Australia