Privacy Policy

Last updated: 25 June 2026

Koala Ink respects your privacy and is committed to handling personal information carefully and transparently. This Privacy Policy explains how we collect, use, store and disclose personal information when you use our website, place an order, contact us, visit our store or use our services.

Privacy Act Coverage: Koala Ink is committed to handling personal information responsibly and in accordance with good privacy practice. The Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) apply to Koala Ink where required by law. Regardless of the threshold, Koala Ink treats this policy as governing its approach to personal information. Customers may contact us to discuss any privacy concerns.

1.1 Personal Information We Collect

We may collect personal information, including:

• Name;
• Email address;
• Phone number;
• Billing and shipping address;
• Payment-related information;
• Order details;
• Product personalisation details;
• Images, photos, artwork, logos, names, messages or designs supplied by you;
• Communication history with us;
• Website usage information;
• Marketing preferences; and
• Any other information you choose to provide.

We do not intentionally collect more personal information than is reasonably necessary for our business activities.

1.2 Customer Photos, Artwork and Personalised Content

Customer-supplied photos, artwork, names, messages and designs are used to process, design, print, produce and complete your order.

Photos and images may include personal information where a person is identifiable. You should only upload images or information that you have the right or permission to use, including where the image shows another person or a child.

Koala Ink will not intentionally use your personal photos, private artwork or customer-supplied design files for marketing, social media or promotional purposes without your prior express consent.

1.3 How We Collect Information

We may collect information when you:

• Place an order online or in store;
• Create an account;
• Upload artwork, photos or design files;
• Contact us by email, phone, website form, social media or in person;
• Subscribe to marketing updates;
• Interact with our website;
• Make a payment;
• Collect an order; or
• Provide customer-supplied items for printing.

1.4 How We Use Personal Information

We may use your personal information to:

• Process and complete your order;
• Prepare artwork, proofs and personalised designs;
• Contact you about your order;
• Arrange delivery or collection;
• Take payment and issue invoices or receipts;
• Provide customer support;
• Improve our products, services and website;
• Manage our business records;
• Send marketing communications where permitted;
• Prevent fraud, misuse or unlawful activity; and
• Comply with legal and regulatory obligations.

1.5 Design Software, AI Tools and Third-Party Tools

Koala Ink may use design software, website tools, file storage tools and production systems to complete customer orders.

We will not intentionally upload identifiable customer photos, private personal images or confidential customer files into third-party AI generation tools for marketing or design purposes without customer permission.

Where third-party tools are used to process customer files or order details, we will take reasonable steps to use reputable providers and limit use of the information to the purpose for which it was provided.

1.6 Disclosure of Personal Information

We may disclose personal information to trusted third parties where reasonably necessary, including:

• Payment processors;
• Delivery and courier providers;
• Website hosting and technology providers;
• File storage providers;
• Email, SMS and communication platforms;
• Analytics and advertising providers, when used lawfully and transparently;
• Accounting, bookkeeping and business software providers;
• Professional advisers;
• Contractors or service providers assisting our business; and
• Government, regulatory or law enforcement bodies where required by law.

We do not sell your personal information.

1.7 Overseas Disclosure

Some service providers we use may store or process information outside Australia, including cloud, payment, website hosting, analytics, file storage, email or communication service providers.

Where this occurs, we take reasonable steps to work with reputable providers and protect personal information in accordance with applicable privacy obligations.

Provider Details: The specific third-party providers used by Koala Ink and their data storage locations will be confirmed with our web developer and will be updated in this policy. Customers may contact us to enquire about current overseas service providers and their locations.

APP 8 Accountability: Where the Privacy Act 1988 (Cth) applies, Koala Ink remains accountable for the handling of personal information disclosed to overseas recipients, to the extent required by Australian Privacy Principle 8 (APP 8). We take reasonable steps to ensure overseas recipients handle personal information consistently with the Australian Privacy Principles.

1.8 Marketing Communications

Koala Ink may send marketing emails or SMS messages where you have expressly consented to receive them or where we are otherwise permitted by law under the Spam Act 2003 (Cth). Pre-ticked boxes do not constitute valid consent. Koala Ink will obtain and retain records of consent in accordance with the Spam Act 2003 (Cth).

All marketing communications will clearly identify Koala Ink as the sender and include a functional and easy-to-use unsubscribe mechanism. You can withdraw consent and unsubscribe from marketing communications at any time. Unsubscribe requests will be processed within 5 business days.

Service Communications: Order-related messages, payment confirmations, artwork approval notifications, collection notices and delivery updates are service communications and may be sent where necessary to complete your order, regardless of your marketing preferences.

1.9 Cookies, Analytics and Tracking

Our website may use cookies, analytics tools, pixels and similar technologies. More information is set out in our Cookies Policy.

Where third-party analytics, advertising pixels or tracking tools are used, Koala Ink will take reasonable steps to use them lawfully, transparently and in a way that minimises unnecessary personal information collection.

Koala Ink will not intentionally use customer-uploaded photos, private artwork or personal design files for advertising or marketing tracking purposes.

1.10 Security

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

However, no method of online transmission or electronic storage is completely secure. Customers should take care when sending sensitive files or personal information online.

1.11 Retention of Information

We keep personal information for as long as reasonably necessary for the purpose it was collected, including order management, production records, customer support, legal compliance, accounting, warranty, dispute resolution and business recordkeeping.

Where information is no longer needed, we will take reasonable steps to delete, de-identify or securely destroy it.

1.12 Access and Correction

You may contact us to request access to personal information we hold about you or to ask us to correct inaccurate or outdated information. We may need to verify your identity before responding to your request.

Response Timeframe: We will respond to access and correction requests within a reasonable time and, where the Privacy Act 1988 (Cth) applies, within 30 days of receiving your written request. We will not charge a fee for making an access or correction request, although reasonable administrative costs of providing access to records may apply in some circumstances, and we will advise you of any such costs before proceeding.

1.13 Privacy Complaints

If you have a privacy concern or complaint, please contact us in the first instance so we can attempt to resolve it.

Business

Koala Ink Pty Ltd

Address

Koala Ink, Westfield Belconnen, Shop 161, Belconnen ACT

Email

ernest@koalaink.com.au

Phone

0484362007

Complaints Process: We will acknowledge your privacy complaint within 5 business days and aim to provide a substantive response within 30 days. If we are unable to resolve your complaint within 30 days, we will contact you to advise of an updated timeframe.

If you are not satisfied with our response and the Privacy Act 1988 (Cth) applies to your complaint, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

• Website: www.oaic.gov.au
• Phone: 1300 363 992
• Post: GPO Box 5218, Sydney NSW 2001

You should generally contact Koala Ink first before contacting the OAIC, as the OAIC may require evidence that you have attempted to resolve the complaint directly.