PRIVACY POLICY & COOKIES

About this policy
Koala & Tree Pty Ltd (ACN 142 365 160) trading as Koala Living (“Koala Living”, “us”, “we” or “our”) recognises the importance of your privacy and takes care to protect your information.

When you interact with us, you may share “personal information” with us which allows identification of you as an individual (e.g. name, email address, address, and telephone number).

We collect, hold, use, disclose and handle your personal information in accordance with the Australian Privacy Act 1988 (Cth) and the Australian Spam Act 2003 (Cth), which impose restrictions on sending commercial electronic messages.

By visiting or using our website at www.koalaliving.com.au (Website), contacting us or otherwise providing us with information (including, but not limited to, in person, in hard copy or online) you acknowledge that you understand and agree to the collection, storage, usage and disclosure of your information by us in manner described in this privacy policy.

Please note, to the extent our Website contains links to other websites which are provided for your convenience, we are only responsible for the privacy practices and security of our Website. We recommend that you check the privacy and security policies and procedures of each and every other website or application that you visit or use. If you do not agree to this Privacy Policy, please do not use the Koala Living website or give us any personal information.

The collection and use of your information:
We collect personal information about you for the purpose of performing our activities or functions. This information includes:

• Personal Contact Information: name, title, business and personal delivery and billing addresses, e-mail addresses, telephone numbers; 
• Demographic Information: date of birth, age, gender, languages you speak, location (e.g. postcode), product preferences, household or lifestyle information;
• Payment Information: credit card number, expiration date, and billing address;
• Account Login Information: username, password and security question/answer; and
• Other Information relating to consumer feedback and complaints, including your comments, suggestions and testimonials.

In order to provide you with products and services, we may collect information from you directly via the following sources: 

• Directly from you with your consent for a specified purpose, including when you use our website, when you make a purchase online, when you visit us at a gallery, interact with us (through phone, by letter or by email), via competition entries, direct marketing campaigns and/or engagement via social media pages (Please note that these third party social networking services may collect your personal information for their own services and you should consult their respective privacy policies to learn about how they handle your personal information.) 
• Tracking technologies to provide Koala Living with statistics about the user behaviour of our website. 
• From other third party sources for the purpose of providing you with our products and services, including marketing mailing lists (where you have consented) and publicly available sources (including public posts to social networking sites).
  We may collect information when you contact us by any means. 

Disclosing your personal information:
We may disclose your personal information for certain purposes, including our third party affiliates, service providers, agents, contractors and other third parties to carry out activities on our behalf, including:

• Warehousing and delivery services;
• Payment processing and e-commerce services;
• Customer acquisition strategy;
• Data storage, warehousing and management services;
• Mailing and logistics services;
• Market research and analysis to help us improve and target our services; and
• Marketing, including running our surveys, events and promotions (where you have agreed).

The purpose of collecting your information:
We collect personal information about you when the requirement is deemed necessary for one or more of our activities or functions (e.g. delivering your purchased items to you), or for related purposes that you would reasonably expect, and as permitted or required by law, including for example:

• Orders: to process and deliver your orders and to inform you about the status of your orders;
• Communication: to enable us to communicate with you in order to provide you with our products and services, including providing you with information such as furniture care information;
• Administration: to create and maintain your accounts with us, including existing credit or rewards associated with your account;
• Customer Service: to provide you with customer service, including responding to your enquiries, complaints and general feedback about our products and services;
• Direct Marketing: to provide you with marketing, competitions and promotional materials in relation to the goods and services we provide, competitions and promotions, when you agree to receive such material from us. You can opt out of direct marketing from us by following the unsubscribe instructions contained in any communication to you, or by contacting us on 1300 331 566 or emailing us at marketing@koalaliving.com;
• Market Studies: to conduct consumer studies and audits (e.g. when you complete and submit a response to a survey or questionnaire by us, if you have chosen to participate in such);
• Improvements: gather statistics about our websites and to improve our products and services;
• Any other purposes identified at the time of collecting your information or as required by law.

Generally, you do not have an obligation to provide your personal information to us. However, without your personal information, we may not be able to provide you with our goods or services (e.g. arrange for the purchased goods to be delivered to you, or process your feedback or complaints).

The protection of your personal information:
We store your consented personal information on electronic databases as well as the occasional hard copy record. We take reasonable steps to store your personal information under our control securely and to protect any personal information that we hold.

The types of security measures we take will vary according to the nature of the information. These security measures include:

• Restricting the access of personal information to limited employees, agents and contractors on a need-to-know basis (e.g. requiring passwords to access the database and building firewalls to prevent the hacking of our database);
• Using industry-standard encryption for payment information to protect your credit card information sent over the internet (e.g. when you make payments through Koala Living Online);
• Obtaining a confidentiality undertaking from staff (e.g. by including the relevant clauses in employment agreements with staff) and
• Regular training for our staff on the importance of data security and privacy;
  

Changes to our Privacy Policy

We reserve the right to make changes to this Privacy Policy at any time by publishing an updated version of this Privacy Policy on our website. Your continued use of our website or your provision of any further personal information will indicate your acknowledgement and agreement to the modified terms of this Privacy Policy. We encourage you to regularly review this Privacy Policy to make sure you are aware of any changes and how your personal information may be used. We will publish all updates to our Privacy Policy on our Website without any notice to you. All updates become effective when published on our Website. 

Cookies & Tracking Technologies
What are cookies?
A "Cookie" is a small piece of data that our web server may send to your device when you visit our Website. It is stored on your device but does not identify you or provide any personal information about your device. Cookies help us recognise you when you return to our website and assist in navigating between different pages. Most internet browsers allow you to remove cookies from your device, block all cookies, or receive a warning before a cookie is stored. We use cookies and other tracking technologies to understand how visitors interact with our website. This helps us analyse user behaviour and optimise your shopping experience.

You can choose to disable cookies at any time through your browser settings. For step-by-step instructions on how to manage cookies, please visit All About Cookies.
Please note that disabling cookies may affect the functionality of certain features on our website.

Privacy Officer:  

If you have an enquiry with regards to this policy or your personal information, please use the contact details below. Our representative will contact you within a reasonable timeframe after receipt of your query.

Contact our Privacy Officer at:
Address: Warehouse D, 441 - 459 Kororoit Creek Road, Altona VIC 3018
Phone: (03) 1300 331 566
Email: cs@koalaliving.com

Privacy Commissioner:
If you have a complaint in relation to the management of your personal information, you can also do so by contacting the Privacy Commissioner at https://www.oaic.gov.au/privacy/privacy-complaints.

This Privacy Policy was last updated on 3rd April 2025