Privacy policy
Last updated: 2 September 2026
Here is what we collect, why we collect it, who else sees it, and what you can ask us to stop.
If anything here is unclear, email us and ask. You will get a real answer.
The short version
To recommend fragrance you will actually like, and to get it to you, we need to know a bit about you.
So we collect what you give us, plus some of what you do on our site. We use it to run your order, work out what to recommend, and reach you by email, text and advertising. AI helps us do a fair bit of that, and we will explain where.
We do not sell your information. You can tell us to stop any of this, whenever you like.
The rest of this page is the detail.
Who we are
Balmain Body Pty Ltd
ABN 77 651 317 056
Unit 2.09, 18-30 Faversham Street, Marrickville NSW 2204
Privacy questions: admin@balmainbody.com.au
Gavin Brackenbury-Soldenhoff looks after privacy here. Access requests, corrections, deletions, opt-outs and complaints all go to that address and land with him.
What we collect
What you hand over
- Your name
- Your email address and phone number
- Where to send the parcel, and where your card is billed
- What you bought and when
- Whatever you write to us in an email, a chat or a contact form
- Your business details, if you apply for a wholesale account
We never see your card number. Payments go straight to our payment providers, who take the card details and tell us only whether it went through.
What we pick up while you browse
This happens when you land, without you typing anything:
- Your IP address, browser, device and time zone
- Which pages you looked at, what you searched, what went in the cart
- Which site or ad sent you here
- How you moved around a page, meaning scrolling, clicking and where the cursor went
That last one, plainly: we use a tool that plays back an anonymous version of how people moved through a page and turns it into heat maps and drop-off charts. We use it to find the parts of the site that are broken or confusing, usually after we have changed something. It is not attached to your name and we look at it in batches every few weeks, not live.
The scent quiz
The quiz asks who you are shopping for, how you find fragrance, what you like, when you wear it, and how you would describe your style. Then your first name and email.
Your answers are saved against your marketing profile, so we stop sending you things you will not like, and in our own database, hosted for us in Germany. The same database runs our returns portal.
If you send something back
Our returns portal asks for your order number plus one of your email, postcode or phone number, so we can find the right order. It records which item is coming back and the reason you gave.
If you leave a review
Reviews show your first name and last initial, your rating, the date, a "verified buyer" mark, and any photo you attach. They are public. Ask us and we will take yours down.
Cookies, pixels and the rest
A few plain definitions, since these words get thrown around.
- Cookies are small files a site leaves on your device. Some keep your cart from emptying and remember your region. Others count visits or help with ads.
- Log files record what happens on the site: your IP address, browser, which page sent you, and when.
- Pixels, tags and web beacons are small bits of code in a page that fire when it loads and report back what you did.
We use all three. Some of it runs in your browser and some is sent from our systems.
You can turn cookies off in your browser settings, though parts of the site will stop working properly. If what you want is out of the advertising, the section below is the better route.
Who else sees it
We do not sell your information. We do not rent it or trade it.
We share it with the companies that run parts of our business, and they only get what they need to do the job:
| What they do for us | Where they are |
|---|---|
| Run our online store and checkout | United States |
| Process your payment | Australia and United States |
| Deliver your parcel | Australia |
| Run our email and text marketing, and our reviews | United States |
| Run our customer service inbox and chat | United States |
| Host the database behind the quiz and returns | Germany |
| Measure which ads lead to sales | United States |
| Turn browsing into heat maps so we can fix the site | United States |
| Tell you when something is back in stock | United States |
| Run our wholesale portal | United Kingdom |
| Provide the AI described below | United States |
| Do our accounting | Australia and New Zealand |
We also keep our own copy of order and customer service records on a machine we control here in Australia.
Most of that list is overseas, and their laws are not our laws. If you are in New Zealand: by giving us your information you agree to us sending it to those providers overseas. We are spelling that out because New Zealand law requires us to, and those providers are not necessarily required to protect your information in a way that, overall, gives you safeguards comparable to the New Zealand Privacy Act.
We will also hand information over if the law makes us, such as a court order, or where we need to protect our legal rights.
Advertising
We advertise through social media and search platforms, all based in the United States. They collect information when you interact with our site and our ads, and use it to decide who sees our ads, to measure whether they worked, and for their own purposes.
What we send them. For a purchase, and less of it for browsing and adding to cart:
- Your email address and phone number
- Your first name, and usually your last name
- Your suburb, state, postcode and country
- What you viewed, added to cart and bought
- Your IP address and browser
Your contact and name details are scrambled (hashed) first, so they receive a scrambled value rather than the text. Your IP address and browser are not, because they have to be readable for the matching to work. Some of this is sent from your browser and some from our systems.
We also upload lists of customers and subscribers as scrambled email addresses, so we can reach people who already know us and stop paying to advertise things you have already bought.
We do not send them your quiz answers. If you want to know which platforms we are using, email us and we will tell you.
To get out of it, email admin@balmainbody.com.au and we will take you out. No reason needed, and it will not change your prices or your orders.
You can also opt out across the industry at once, at optout.aboutads.info and optout.networkadvertising.org. We do not run those sites. Worth knowing that opting out makes ads less relevant rather than making them stop, that clearing your cookies undoes it, and that it only covers the browser side. Emailing us is the more complete route.
How we use AI
The scent quiz. Your answers and first name go to an AI service which writes your recommendation. It is a fragrance suggestion. It does not change your price or what you can buy.
The chat on our site. It is AI, and it says so when you open it.
Customer service. Most of what lands in our inbox is something we can answer straight away: where is my order, can I change the address, which scent is closest to the one I had. AI handles those, so you get an answer in minutes rather than waiting for one of us.
Anything harder goes to a person. Complaints, orders that have gone wrong, refunds that are not straightforward, and anything the AI is unsure about come to us and we answer them. You can also just ask for a person.
What the AI can see. It reads from our own copy of order and customer service records, the one kept in Australia. Depending on what you have asked, that means your name, contact details, order history and previous messages. The AI provider's systems are in the United States, so what it needs gets processed there.
Only a small number of our internal tools can reach customer records at all, and the ones the public chat can use are narrower than the ones we use internally. We do not use your information to build or train our own AI, and we do not hand it to anyone to train theirs.
AI gets things wrong. If something looks wrong, say so and a person will check it. Nothing an AI tells you overrides your rights under Australian Consumer Law or anything else we have published.
Emails and texts
Email. We send marketing emails to people who signed up through a form or the quiz, and to people who left the marketing box ticked at checkout. Every one has an unsubscribe link. Click it and you are out for good, or email us and we will do it.
Texts. We only text people who gave us their mobile for that. To stop them, reply STOP to the message, or email us.
Order emails are not marketing. Confirmations, shipping updates and replies to your questions keep coming while you have an order with us.
Unsubscribing does not delete your account or order history. Say the word if you want that gone too.
How long we keep things
These are the periods we work to. Some are set by law, the rest are what we aim for.
| What | How long |
|---|---|
| Orders and financial records | At least 7 years, because company and tax law require it |
| Return requests | Kept with the order they belong to |
| Customer service conversations | Around 3 years |
| Marketing profiles | While you are subscribed, then around 2 years |
| Quiz answers | As long as your marketing profile |
| Browsing and heat map data | Up to 12 months |
| Reviews | Until you ask us to remove yours |
Ask us to delete something sooner and we will, unless the law makes us keep it. That mostly means orders and tax records.
What you can ask us to do
Get a copy of what we hold on you. We aim to send it within 30 days. No charge, no form, and you do not have to say why.
Fix it if it is wrong, out of date or incomplete.
Delete it, other than the bits the law makes us keep.
Stop marketing to you, or stop using your information for advertising, whenever you like.
All of it to admin@balmainbody.com.au.
If you are not happy
Email us first and give us a chance to sort it. We aim to come back to you within 30 days.
If our answer does not cut it:
In Australia, the Office of the Australian Information Commissioner, at oaic.gov.au/privacy/privacy-complaints or 1300 363 992.
In New Zealand, the Office of the Privacy Commissioner, at privacy.org.nz/your-rights/making-a-complaint or 0800 803 909.
Under 18s
Our products and this site are for adults. We do not knowingly collect information from anyone under 18. If you are a parent or guardian and think your kid has given us theirs, email us and it is gone.
Changes
If we change how we handle your information we will update this page and change the date at the top. If it is a significant change we will tell the people on our email list rather than quietly editing it.
