Privacy Policy

Best Embroidery ("we", "us", "our") respects your privacy and is committed to protecting the personal information you share with us. This policy explains what information we collect through our website and in the course of providing our embroidery, heat transfer and garment decoration services, how we use it, and the choices you have.

We are bound by the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth). The full text of the APPs is available on the website of the Office of the Australian Information Commissioner at www.oaic.gov.au.

Business details Best Embroidery ABN: 78 988 360 216 Shop 4/500 Collins St, Melbourne VIC 3000 Email: info@bestembroidery.com.au Phone: (03) 4328 5343

Last updated: 14 July 2026

1. What personal information we collect

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

  • Identity and contact details: your name, business name, email address, phone number, and billing and delivery addresses.
  • Order information: the products you purchase, garment sizes and quantities, order history, and any special instructions you give us.
  • Artwork and designs: logos, artwork files and design briefs you upload or send to us for embroidery or printing. These files may contain your business branding or, in some cases, personal images.
  • Payment information: payments made through our online store are processed by our third party payment providers. We do not store your full credit card number on our systems. We retain records of transactions (amounts, dates, payment references) for accounting purposes.
  • Communications: emails, quote requests, phone messages, WhatsApp messages and form submissions you send us.
  • Technical and usage data: IP address, browser type, device information, pages visited and referral source, collected through cookies and similar technologies when you browse our website.

We do not knowingly collect sensitive information (such as health information, racial or ethnic origin, or religious beliefs) and we ask that you do not include it in artwork or communications unless it is necessary for your order.

2. How we collect it

We collect personal information directly from you when you:

  • create an account or place an order on our website;
  • request a quote through our website, by email, by phone or in person at our Melbourne store;
  • upload artwork or approve a proof;
  • subscribe to our mailing list;
  • contact us with a question or complaint.

We also collect technical data automatically when you use our website, as described in the Cookies section below.

3. Why we collect and use your information

We collect, hold and use personal information to:

  • process and fulfil your orders, including producing proofs, decorating garments, arranging delivery or pickup, and processing payments and refunds;
  • respond to quote requests and enquiries;
  • manage your account and keep records of your order history and approved artwork so repeat orders are faster;
  • send you service communications about your order (confirmations, proof approvals, dispatch and tracking notifications);
  • send you marketing communications about our products and services, where you have opted in or would reasonably expect to receive them. You can unsubscribe at any time;
  • improve our website, product range and services, including through aggregated analytics;
  • comply with our legal obligations, including tax and consumer law requirements;
  • protect our business against fraud and misuse of our website.

If you do not provide the information we request, we may be unable to process your order or respond to your enquiry.

4. Who we share your information with

We do not sell your personal information. We disclose it only to the extent needed to run our business:

  • E-commerce platform: our online store runs on BigCommerce, which hosts our store data, including customer accounts and order information.
  • Payment providers: payments are processed by third party payment gateways in accordance with their own privacy policies and PCI DSS security standards.
  • Delivery partners: we share your name, delivery address and contact details with Australia Post and courier services so they can deliver your order.
  • Product data and suppliers: our product catalogue is supplied through third party product data services and garment suppliers. In limited cases we may need to share order details (not your payment information) with a supplier to fulfil your order.
  • Service providers: IT, hosting, analytics, email and marketing platforms that support our operations, bound by obligations to handle your information appropriately.
  • Professional advisers and authorities: accountants, lawyers, insurers, and government or regulatory bodies where disclosure is required or authorised by law.

5. Overseas disclosure

Some of our service providers, including BigCommerce and certain analytics and email platforms, store data on servers located outside Australia (primarily in the United States). Where we disclose personal information overseas, we take reasonable steps to ensure the recipient handles it in a manner consistent with the APPs.

6. Cookies and analytics

Our website uses cookies and similar technologies to keep your shopping cart working, remember your preferences, and understand how visitors use our site. We use tools such as Google Analytics and Google Tag Manager to collect aggregated usage statistics. These tools do not identify you personally to us.

You can configure your browser to refuse cookies. Parts of the website, in particular the shopping cart and checkout, may not function correctly without them.

7. Marketing

Where you have subscribed to our mailing list or purchased from us, we may send you emails about new products, offers and services. Every marketing email includes an unsubscribe link. You can also opt out at any time by emailing info@bestembroidery.com.au. We will still send you transactional messages about your orders.

We do not disclose your personal information to third parties for their own direct marketing.

8. Storage and security

We store personal information in our e-commerce platform, email systems and business software, with access restricted to authorised personnel. We rely on the security controls of our platform providers, including encryption in transit, and we maintain internal practices to protect information against unauthorised access, modification or loss.

We keep personal information only as long as it is needed for the purposes described in this policy or as required by law (for example, tax records). Artwork files may be retained so we can reproduce your designs for repeat orders; you can ask us to delete them at any time.

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

9. Access and correction

You may request access to the personal information we hold about you, or ask us to correct it, by contacting us at info@bestembroidery.com.au. We will respond within a reasonable period. We do not charge for making a request, though we may charge a reasonable fee for providing access where the request requires significant work. In limited circumstances permitted by the Privacy Act we may refuse access, and if we do, we will tell you why.

10. Complaints

If you believe we have mishandled your personal information, contact us first at info@bestembroidery.com.au or (03) 4328 5343 so we can try to resolve the issue. If you are not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner:

Office of the Australian Information Commissioner GPO Box 5218, Sydney NSW 2001 Phone: 1300 363 992 Website: www.oaic.gov.au

11. Changes to this policy

We may update this policy from time to time. The current version will always be published on this page with the date of the last update. Continued use of our website after changes are published constitutes acceptance of the updated policy.

12. Contact us

Best Embroidery Shop 4/500 Collins St, Melbourne VIC 3000 Email: info@bestembroidery.com.au Phone: (03) 4328 5343