Privacy policy

In this policy, "we," "us" and "our" means Walnur. "You" means you — whoever's reading this, whether you're browsing, buying, or just curious. "Personal information" means anything that identifies you, or reasonably could.

When you place an order we collect your name, delivery and billing address, email address and phone number. We need these to take payment, deliver your furniture, and contact you about your order.

We do not see or store your full card number. Payment details go directly to our payment providers, who are certified to handle them.

If you create an account, we also hold your order history, saved cart and any items on your wishlist, so you're not starting from scratch next time you visit.

When you browse, we collect standard technical information — device type, browser, pages viewed, and the site that referred you. This tells us which pages are working and which aren't.

If you get in touch with a question about a piece, a delivery, or a warranty claim, we keep a record of that conversation so we can pick it up properly if you write in again.

We don't set out to collect anything sensitive — health information, ethnicity, religion, and so on. If you happen to share something like that with us, say in a product review or a support message, we'll only use it with your clear consent, and only for the reason you shared it.

To process and deliver orders, answer your questions, handle returns and warranty claims, and keep the records we need to run the business properly.

If you've opted in, we also use your email to send occasional notes about new arrivals and restocks. Every one of those has an unsubscribe link, and using it takes effect immediately — not after a few more emails slip through.

We only send marketing to people who've opted in, we always make it clear it's us sending it, and we process unsubscribe requests promptly.

We don't sell your personal information to anyone, and we don't share it so someone else can market to you.

Our store runs on Shopify, which processes orders and hosts the storefront. Payments are handled by the payment providers shown at checkout. Deliveries are made by third-party carriers, who receive the name, address and phone number needed to complete the delivery.

Because some pieces ship direct from the supplier, the supplier fulfilling your order also receives your delivery details. They receive nothing beyond what's needed to get the item to you.

We also use a small number of tools to run day-to-day — email platforms to send our newsletter, and analytics and advertising tools (Google and Meta) to understand how the site is used and to show relevant ads. Each only gets what it needs to do its specific job.

Some of these providers store data in other countries, depending on which service is involved. Where that happens, we rely on their contractual and security commitments to keep your information protected. By using our site, you're agreeing to this — but if we're ever not confident a provider is handling things properly, we'll ask for your consent directly before sharing anything with them.

We use SSL encryption on the site, and our payment providers meet industry security standards for handling card details. Only staff and providers who genuinely need access to your information have it. We review our security setup regularly rather than setting it up once and forgetting about it.

We only keep information for as long as it's genuinely useful:

• Order and transaction records — kept for as long as needed for accounting purposes

• Marketing emails — until you unsubscribe, or after 2 years of inactivity

• Account details — for as long as your account is active, or until you ask us to delete it

• Customer service records — a few years, mainly so we can support a warranty claim down the track

When we no longer need something, we securely delete or de-identify it.

We use cookies to keep your cart working between pages, remember your preferences, and measure how the site is used.

You can decline non-essential cookies through the banner shown on your first visit, or clear and block them in your browser. The cart and checkout need their own cookies to function, so declining those will stop the store working.

If you'd rather not see ads based on your browsing, you can turn that off directly through Google's ad settings or Meta's ad preferences.

You can ask us what personal information we hold about you at any time. We'll get back to you within 30 days.

If something's wrong or out of date, tell us and we'll correct it. If we think it shouldn't be corrected, we'll explain why and let you know how to take it further.

Depending on where you live, you have the right to:

• Access the information we hold about you.

• Correct any mistakes in your data.

• Delete your account or personal information (in certain circumstances).

• Opt out of marketing emails at any time by clicking "Unsubscribe" in any email we send.

You can also ask us to delete your information — for instance if you no longer want an account with us, or you'd rather we didn't hold your details at all.

Some records — order and transaction records in particular — we may need to keep for a set period, so a deletion request may not remove everything immediately. We'll tell you what we've kept and why.

If there's a specific way we're using your information that you're not comfortable with, you can ask us to stop. And if we're relying on your consent for something — like sending you marketing — you can withdraw that consent whenever you like. It won't undo anything already done while your consent was active, but it stops anything going forward.

You don't need to give us anything to browse the site or send us a general question. It's only once you want something that requires your details — placing an order, setting up an account, chasing a specific warranty claim — that we'll need to know who you are to make it happen.

If we ever have a data breach that's likely to cause you harm, we'll act to contain it, work out what happened, let you know, and take steps to prevent it happening again.

Email our privacy contact at hello@walnur.com.au with what happened and what outcome you're after. We'll acknowledge it within 5 business days and aim to resolve it within 30.

You might come across links to other sites through Walnur — Instagram, Pinterest, review platforms, and so on. Once you click through, you're on their turf, covered by their privacy policy, not ours. Worth a look before you hand over any details.

Walnur isn't directed at anyone under 18, and we don't knowingly collect personal information from children. If you believe your child has given us information without your knowledge, email us and we'll remove it.

We'll update this page when our practices, technology or the way we operate change, and we'll update the date at the top when we do. If a change is significant, we'll let you know by email or with a notice on the site. Using Walnur after a change means you're happy with the update — if you're not, this page is always here to check back on.