Privacy policy

Last updated: 16 August 2026

1. About this Privacy Policy

Memtory (“Memtory”, “we”, “us” or “our”) operates the Memtory website and online store at memtory.com.au.

This Privacy Policy explains how we collect, hold, use and disclose personal information when you:

• Visit or use our website
• Create an account
• Place or manage an order
• Upload a photo, artwork or other personalisation content
• Contact us or request customer support
• Subscribe to marketing communications
• Otherwise interact with Memtory

Our online store is powered by Shopify, which provides the ecommerce platform we use to offer our products and services.

We handle personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles where they apply.

2. What is personal information?

Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable.

This may include names, contact details, order information and identifiable photographs. It does not include information that has been anonymised or de-identified so that it can no longer reasonably identify an individual.

3. Personal information we collect

The information we collect depends on how you interact with Memtory and may include:

Contact and delivery information

• Your name
• Email address
• Telephone number
• Billing address
• Delivery address
• Recipient details you provide for an order

Order and transaction information

• Products viewed, added to your cart or purchased
• Order numbers and transaction history
• Product options and personalisation selections
• Delivery, cancellation, return and support information
• Payment status and payment method

Payment information is processed by Shopify and the relevant payment provider. Memtory does not directly receive or store your complete payment card number.

Customer-uploaded content

When ordering a personalised product, you may provide:

• Photographs
• Artwork, illustrations or logos
• Names, dates, telephone numbers or messages
• Design instructions and personalisation notes
• Other files or information required to produce your order

Uploaded content may identify you or another person and may therefore be personal information.

Communications

We collect information you provide when you:

• Submit a contact form
• Ask a question about an order
• Report a damaged, faulty or incorrect product
• Request a change, correction or other assistance
• Communicate with us through email or another support channel

Device and website information

When you use our website, Shopify and our service providers may automatically collect:

• IP address
• Browser and device information
• Cookie identifiers
• Website activity and interactions
• Pages and products viewed
• Cart and checkout activity
• Approximate location derived from technical information
• Information used to detect fraud, misuse or security threats

Marketing preferences

We may collect your subscription status, communication preferences and interactions with marketing messages.

4. How we collect personal information

We may collect personal information:

• Directly from you when you place an order, upload content, complete a form or contact us
• Automatically through cookies and similar technologies when you use our website
• From Shopify, payment providers, delivery providers and other companies that help us operate the store
• From a person who places an order or submits information on your behalf
• Where permitted or required by law

5. How we use personal information

Process and fulfil orders

• Accept and process payments
• Review personalisation details
• Prepare and produce personalised products
• Package and deliver orders
• Provide order confirmations and delivery updates
• Manage cancellations, corrections, replacements and refunds

Provide customer support

• Respond to questions and requests
• Confirm the information supplied with an order
• Investigate damaged, faulty or incorrect products
• Resolve disputes and maintain appropriate transaction records

Operate and improve our website

• Maintain customer accounts and shopping preferences
• Understand how customers use our website
• Improve our products, website and customer experience
• Monitor website performance and diagnose technical problems

Protect Memtory and our customers

• Detect and prevent fraud, misuse and unlawful activity
• Protect accounts, transactions and website security
• Enforce our terms and policies
• Protect the rights, property and safety of Memtory, our customers and others

Communicate and market

• Send service messages relating to orders and accounts
• Send marketing communications where you have subscribed or where otherwise permitted by law
• Measure the performance of our communications and advertising
• Personalise website content where permitted

Customer-uploaded photos and artwork are not used for marketing or promotional purposes without express consent.

Meet legal and business requirements

• Comply with applicable laws, tax and record-keeping requirements
• Respond to lawful requests from courts, regulators or government authorities
• Establish, exercise or defend legal claims
• Obtain professional advice
• Manage a sale, restructuring or transfer of all or part of our business

6. Customer-uploaded photos and personalisation content

We collect customer-uploaded content to review, prepare, produce and fulfil personalised orders.

A member of our team may review your photo, artwork, name, message and personalisation instructions before production begins.

Uploaded content may also be accessed where reasonably necessary to:

• Communicate with you about your order
• Provide customer support
• Correct or reproduce an order
• Investigate an order-related issue
• Resolve a complaint or dispute
• Meet legal or record-keeping obligations

Uploaded content may be processed or stored by Shopify and by service providers that support our website, secure storage, order processing or production. Access is limited to what is reasonably necessary for those services.

We will not use customer-uploaded photos or artwork for advertising, social media, product examples or other promotional purposes without your express consent.

If we ask for permission to use uploaded content in marketing, that permission will be separate from the permission required to fulfil your order. You may withdraw marketing permission by contacting us, although withdrawal will not affect any use that occurred before permission was withdrawn.

By uploading content concerning another person, you confirm that you are authorised to provide it to us. Ownership, copyright and third-party rights relating to uploaded content are addressed separately in our Terms of Service.

We do not intentionally use uploaded photographs to identify individuals, create biometric profiles or infer sensitive characteristics.

7. When we disclose personal information

Shopify

Shopify hosts and operates the ecommerce platform used by Memtory. Information submitted through our store is processed by Shopify to provide ecommerce, checkout, security, analytics and related services.

Payment providers

Payment and financial service providers process transactions, prevent fraud and meet financial compliance requirements.

Production and fulfilment providers

Our team and any service providers involved in preparing or producing an order may access order details and uploaded content where necessary to make the personalised product.

Delivery providers

We provide delivery companies with information needed to deliver an order, such as the recipient’s name, address, telephone number and delivery instructions.

Delivery providers do not require access to customer-uploaded photographs for ordinary delivery services.

Technology and service providers

We may use companies that provide:

• Website hosting and ecommerce infrastructure
• Cloud storage
• IT support and security
• Customer support systems
• Analytics and website performance services
• Email and communication services
• Fraud detection and prevention

Marketing and advertising providers

We may disclose limited contact, cookie or website activity information to providers that help us deliver and measure marketing, subject to applicable consent requirements and privacy choices.

Customer-uploaded photos and artwork are not provided for these purposes without express consent.

Professional advisers and authorities

Information may be disclosed to accountants, insurers, legal advisers, regulators, courts, law enforcement agencies or government authorities where reasonably necessary or required by law.

Business transactions

Information may be disclosed as part of a proposed or completed sale, merger, financing, restructuring or transfer of all or part of Memtory, subject to appropriate confidentiality and legal requirements.

We do not sell customer-uploaded photographs or artwork.

8. Shopify’s processing of personal information

Shopify processes information about your use of the Memtory store to provide its platform and related services.

Shopify may also process certain website interactions and transaction information for analytics, security, service improvement, advertising or enhanced Shopify services, depending on Memtory’s Shopify settings and your available privacy choices.

For more information, please review the Shopify Consumer Privacy Policy.

Requests relating specifically to information controlled by Shopify may also be submitted through the Shopify Privacy Portal.

9. Cookies and similar technologies

Our website uses cookies and similar technologies to:

• Operate the website and checkout
• Remember cart contents and preferences
• Maintain website and account security
• Understand website performance
• Measure visits and customer interactions
• Support analytics and advertising where permitted

Some cookies are required for the website to function. Other cookies may be optional, depending on your location and applicable law.

You may manage available privacy choices through our website’s cookie or privacy controls and through your browser settings. Disabling certain cookies may affect website functionality.

10. Overseas processing and disclosure

Memtory operates in Australia, but Shopify and some service providers operate internationally.

Personal information may be transferred to, stored in or processed in countries outside Australia, including Canada, Singapore, the United States and other countries where Shopify or its service providers operate.

Privacy laws in those countries may differ from Australian privacy laws. Where required, we take reasonable steps to ensure overseas recipients handle personal information consistently with applicable legal requirements.

Shopify’s international data processing practices are described in its privacy documentation and Data Processing Addendum.

11. Security

We take reasonable administrative, technical and organisational steps to protect personal information and uploaded content from:

• Misuse
• Interference
• Loss
• Unauthorised access
• Unauthorised modification
• Unauthorised disclosure

These measures may include access controls, secure account practices, reputable service providers and limiting access to information required for a person’s role.

No method of internet transmission or electronic storage is completely secure. We cannot guarantee absolute security, but we will take reasonable steps appropriate to the nature of the information we hold.

If you believe information provided to Memtory may have been accessed or used without authorisation, please contact us promptly through our Contact Us page.

12. Retention and deletion

We retain personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy.

The relevant retention period may depend on:

• The time needed to produce and fulfil an order
• Customer support and potential reproduction of an order
• Account and transaction history
• Fraud prevention and website security
• Complaint and dispute resolution
• Tax, accounting and legal requirements
• Backup and system maintenance processes

Customer-uploaded photos and artwork are retained only for as long as reasonably necessary for order fulfilment, customer support, dispute resolution and applicable legal requirements.

When information is no longer reasonably required, we take reasonable steps to delete or de-identify it, unless retention is permitted or required by law.

13. Access, correction and deletion requests

You may contact us to:

• Request access to personal information we hold about you
• Ask us to correct inaccurate or incomplete information
• Ask us to delete information that is no longer required
• Withdraw marketing consent
• Ask questions about how uploaded content has been handled

Some requests may be limited where:

• We need to verify the requester’s identity
• Information relates to another person
• Retention is required or permitted by law
• Information is reasonably necessary to complete an order or resolve a dispute
• Another lawful exception applies

We will respond within a reasonable period and explain our decision if we cannot fully complete a request.

Requests concerning information processed independently by Shopify may need to be directed to Shopify through its Privacy Portal.

14. Marketing communications

You may unsubscribe from promotional emails at any time by using the unsubscribe link in the message.

Unsubscribing from marketing does not prevent us from sending necessary service communications, including order confirmations, production questions, delivery updates or responses to customer support requests.

We will not add customer-uploaded images to marketing materials merely because they were submitted with an order. Separate express consent is required.

15. Information about children and other individuals

Our store is not intended to be used by children without appropriate involvement from a parent or guardian.

Uploaded photographs may contain images of children or other individuals. The person uploading the content is responsible for ensuring that they have the authority and any necessary permission to provide it for personalisation.

If you believe a child or another person’s information has been submitted without appropriate authority, please contact us through our Contact Us page.

16. Third-party websites

Our website may contain links to websites or services operated by third parties.

Memtory is not responsible for the privacy, security or content of third-party websites. We recommend reviewing the privacy policy of any third-party service before providing personal information.

17. Privacy complaints

If you have a concern or complaint about how Memtory has handled personal information:

1. Contact us through our Contact Us page.
2. Describe the issue and include enough information for us to investigate.
3. We may ask you to verify your identity or provide additional details.
4. We will review the complaint and respond within a reasonable period.

If you are not satisfied with our response, you may be entitled to contact the Office of the Australian Information Commissioner.

18. Changes to this Privacy Policy

We may update this Privacy Policy to reflect changes to:

• Our products or business practices
• Shopify or other service providers
• Legal or regulatory requirements
• The ways we collect or handle information

The updated policy will be published on this page with a revised “Last updated” date. Where required, we will provide additional notice of material changes.

19. Contact us

If you have questions about this Privacy Policy, uploaded content or your personal information, or wish to make a request or complaint, please contact Memtory through our Contact Us page.