Privacy policy

Privacy Policy

Effective Date: 11 November 2026

At Grand Vault Lab, we value the trust our customers place in us when they visit our website, explore our decorative collections and make purchases.

Whether you are browsing artificial plants and flowers, selecting a vase for your living room or choosing a candle holder to complement your interior, we recognise that your personal information deserves careful and responsible handling.

This Privacy Policy explains how DEW CLOUD, operating through Grand Vault Lab at https://www.grandvaultlab.com, collects, uses, stores, discloses and protects personal information.

We aim to handle personal information transparently and responsibly, having regard to the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs) where applicable, and other relevant Australian privacy requirements.

1. Personal Information We Collect

The information we collect depends on how you interact with our website and services.

Personal and Contact Details

When you place an order, contact our team or use certain website features, we may collect:

  • Full name.

  • Email address.

  • Billing address.

  • Delivery address.

  • Telephone number, if provided.

  • Other information voluntarily supplied through customer communications.

Purchase and Transaction Information

When you purchase products from Grand Vault Lab, we may collect information relating to your transaction, including:

  • Order identification number.

  • Products purchased.

  • Product quantities.

  • Purchase date and time.

  • Product prices and applicable shipping charges.

  • Payment confirmation and transaction status.

  • Shipping and delivery details.

  • Refund, return and exchange records.

Complete payment card details are generally handled by the relevant payment service provider. We do not intentionally retain complete payment card information on our own systems unless this is specifically disclosed and handled through an appropriately secured arrangement.

Technical and Browsing Information

When you visit our website, certain information may be collected automatically, including:

  • IP address.

  • Browser type and version.

  • Device type.

  • Operating system.

  • Website pages visited.

  • Date and time of access.

  • Referring website or traffic source.

  • General browsing behaviour.

  • Cookie identifiers and similar technical information.

This information helps us understand how visitors interact with our online store and identify opportunities to improve website functionality.

2. How We Collect Information

We may collect personal information through several methods.

Direct Collection

You may provide information when you:

  • Place an order.

  • Create or access a customer account.

  • Complete checkout.

  • Subscribe to promotional emails.

  • Submit a contact form.

  • Send an email to our customer service team.

  • Request a return, refund or replacement.

  • Participate in a survey or promotion.

Automatic Collection

Our website may use cookies, analytics tools and similar technologies to collect information about website usage and technical performance.

Third-Party Collection

We may receive relevant information from payment providers, delivery companies, ecommerce platforms and other service providers involved in processing your purchase.

We take reasonable steps to ensure that personal information received from third parties is handled appropriately.

3. Why We Collect and Use Personal Information

We collect personal information for purposes reasonably connected with our business operations and customer relationships.

Order Processing and Fulfilment

We use relevant information to:

  • Receive and process customer orders.

  • Confirm purchases and payment status.

  • Arrange product packaging and dispatch.

  • Coordinate delivery.

  • Send order confirmations.

  • Provide shipping updates where available.

  • Process eligible returns, refunds and replacements.

Customer Service

Your information may help us respond to enquiries about:

  • Artificial plant and floral arrangements.

  • Product dimensions, materials and appearance.

  • Vase designs and decorative suitability.

  • Candle holder features and intended use.

  • Product care and handling.

  • Damaged or incomplete deliveries.

  • Order status and refund requests.

Website Improvement

We may analyse website activity to improve page navigation, product presentation, checkout functionality and the overall customer experience.

Fraud Prevention and Security

Information may be used to identify suspicious activity, verify transactions, investigate possible misuse and protect the security of our website.

Marketing and Promotions

Where permitted by applicable law and subject to any required consent, we may use your contact information to send:

  • New product announcements.

  • Seasonal home décor collections.

  • Special promotions.

  • Discount offers.

  • Store updates.

  • Other marketing communications relevant to our products.

You may unsubscribe from promotional emails at any time.

We may continue to send essential transactional communications relating to your purchases, refunds or customer service enquiries.

4. Cookies and Similar Technologies

Cookies are small files that may be stored on your device when you access our website.

Grand Vault Lab may use cookies and similar technologies to:

  • Remember shopping cart contents.

  • Maintain essential website functionality.

  • Recognise returning visitors.

  • Improve navigation and website performance.

  • Understand general customer preferences.

  • Analyse traffic and website usage.

  • Support relevant marketing activities where enabled.

You may manage or disable cookies through your browser settings.

Please note that disabling certain cookies may affect website functionality, including shopping cart features and checkout services.

Where required by law, we will obtain appropriate consent before using non-essential tracking technologies.

5. Sharing Personal Information

We do not sell personal information to third parties for money.

However, certain information may be shared with trusted service providers where reasonably necessary to operate our store and fulfil customer requests.

These may include:

Payment Providers

Payment service providers may receive transaction details to process payments, authorise purchases, manage refunds and identify suspicious transactions.

Shipping and Delivery Providers

We may provide recipient names, delivery addresses and relevant contact information to delivery companies so they can transport and deliver purchased products.

Ecommerce and Hosting Providers

Our online store may rely on third-party ecommerce platforms, hosting providers, website maintenance services and technical support providers.

Analytics and Marketing Providers

Where appropriate and legally permitted, we may use analytics and marketing services to understand website activity and manage promotional communications.

Professional Advisers

We may disclose relevant information to accountants, auditors, legal advisers and other professional service providers when reasonably necessary.

Government and Regulatory Authorities

Information may be disclosed where required or authorised by applicable laws, court orders, regulatory requirements or lawful government requests.

We take reasonable steps to ensure that service providers handling personal information are subject to appropriate confidentiality and security obligations.

6. Overseas Disclosure

Some technology providers, payment processors, hosting services or other business partners may operate outside Australia.

Consequently, personal information may be stored, processed or accessed in overseas jurisdictions.

Where the Australian Privacy Principles apply, we will take reasonable steps to comply with applicable requirements concerning overseas disclosure, including Australian Privacy Principle 8 where relevant.

Privacy protections and data handling laws may differ between countries.

7. Data Security

We take reasonable steps to protect personal information from:

  • Unauthorised access.

  • Unauthorised disclosure.

  • Loss or theft.

  • Improper modification.

  • Misuse or interference.

  • Other foreseeable security risks.

Depending on the circumstances, protective measures may include secure website connections, access controls, password protection, payment security arrangements and appropriate internal information handling procedures.

Although we make reasonable efforts to safeguard information, no electronic storage system or internet transmission can be guaranteed to be completely secure.

If an eligible data breach occurs, we will respond in accordance with applicable legal requirements, including the Notifiable Data Breaches scheme where it applies.

8. Retention of Information

We retain personal information only for as long as reasonably necessary to fulfil the purposes for which it was collected, or as required or authorised by law.

For example, transaction records may need to be retained for accounting, tax, legal compliance and dispute resolution purposes.

When information is no longer required, we will take reasonable steps to destroy or de-identify it where appropriate and legally permitted.

9. Access and Correction Requests

You may contact us to request access to personal information we hold about you.

You may also request correction of information that is inaccurate, incomplete, outdated or misleading.

Examples include:

  • Incorrect customer contact details.

  • An outdated delivery address.

  • An incorrect billing address.

  • Inaccurate order-related information.

We may need to verify your identity before processing an access or correction request.

Where the Privacy Act applies, we will respond in accordance with the applicable requirements. If we cannot provide access or make a requested correction, we will explain the reasons unless legally restricted from doing so.

10. Marketing Communications

We may send promotional emails where permitted under applicable privacy and marketing laws.

If you no longer wish to receive promotional communications, you can:

We will take reasonable steps to process valid unsubscribe requests within the timeframe required by law.

Opting out of marketing communications does not affect essential order-related or customer service messages.

11. Children's Privacy

Our website is intended for general consumers and is not specifically designed to collect personal information from children.

We do not knowingly collect children's personal information in circumstances where parental or guardian authorisation is legally required but has not been obtained.

If you believe a child has submitted personal information to us inappropriately, please contact our team so that we can review the matter and take appropriate action.

12. Third-Party Websites

Our website may contain links to external websites, payment services and other third-party platforms.

These websites operate independently and may have their own privacy policies and information handling practices.

We do not control the privacy practices of external websites that we do not operate.

We encourage customers to review the relevant privacy notices before submitting personal information to external services.

13. Privacy Complaints

If you believe that your personal information has been mishandled or that we have failed to meet an applicable privacy obligation, you may submit a complaint to our customer service team.

Please explain your concern and provide any relevant supporting information.

We will review the complaint and take reasonable steps to investigate and respond.

If the Privacy Act 1988 (Cth) applies to the matter and you are dissatisfied with our response, you may be entitled to complain to the Office of the Australian Information Commissioner (OAIC).

Website: https://www.oaic.gov.au

14. Updates to This Privacy Policy

We may update this Privacy Policy to reflect changes in our business operations, technology, service providers or applicable legal requirements.

Any revised version will be published on our website with an updated effective date.

We encourage customers to review this page periodically.

15. Contact Us About Privacy

For privacy enquiries, information access requests, correction requests or complaints, please contact:

Business Name: DEW CLOUD
Trading Name: Grand Vault Lab
Contact Person: Kerrie Courtney
Email: [email protected]
Business Address: 12 Glenrosa Rd, Red Hill QLD 4059, Australia
Website: https://www.grandvaultlab.com

Your trust matters to us. We are committed to handling personal information responsibly and treating every customer enquiry with care and respect.