CustomKings

Privacy policy

How we handle your personal information, who we work with, and the choices you have about your data and advertising.

Last updated:

1. Who we are

Personalised Gifts and More Pty Ltd, trading as CustomKings (“we”, “us” and “our”), operates customkings.com.au. This policy explains how we collect, hold, use and disclose personal information through our website, orders, customer accounts, support and marketing.

Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable. This can include online identifiers and information that an advertising platform can link to a person.

This policy is informed by the Australian Privacy Principles under the Privacy Act 1988 (Cth). Our legal obligations depend on the laws that apply to us and the circumstances. This policy does not limit any rights you have under applicable law. Simply visiting our website does not, by itself, provide consent to every use or disclosure described below. Where consent is required, it must be obtained separately.

2. What we collect and how

We collect information you provide when you place an order, create an account, personalise a product, upload artwork, contact us or sign up for marketing. Depending on your interaction with us, this includes:

  • Contact and account details: your name, email address, phone number, account details and billing or delivery address.
  • Order information: products, quantities, personalisation instructions, names, dates, messages, images or artwork you supply, order history and delivery instructions.
  • Payment and transaction information: payment method, payment status, transaction references and information supplied by payment providers to process payments, refunds or disputes. Payment providers also handle information under their own privacy policies.
  • Communications: enquiries, feedback, correspondence, support history and marketing preferences.
  • Website and advertising activity: IP address, browser and device information, approximate location inferred from IP address, cookie or advertising identifiers, referral sources, pages and products viewed, cart and checkout activity, purchases, timestamps and interactions with ads.

Some information is collected automatically through cookies, pixels, tags, server logs and server-side integrations. We also receive information from payment and delivery providers, our operational and marketing partners, and advertising platforms, such as payment confirmations, delivery updates and campaign reports.

You can make a general enquiry anonymously or using a pseudonym where practicable. We need accurate contact, payment and delivery details to fulfil an order. If necessary information is not provided, we may not be able to process an order, deliver a product or resolve an enquiry.

Please avoid including sensitive information, such as health information or religious beliefs, in personalisation, artwork or support messages unless it is necessary for your request. If sensitive information is necessary, we will handle it in accordance with applicable requirements, including obtaining consent where required.

3. Why we use your information

We use personal information for the following purposes:

  • Taking, personalising, producing and delivering orders, and providing artwork proofs where ordered.
  • Processing payments, refunds, returns and disputes, and maintaining transaction records.
  • Managing accounts, linking orders to an account using the order email address, and providing customer support.
  • Sending order confirmations, artwork or production communications, delivery updates and other service messages.
  • Operating, maintaining, securing and improving our website and services, and investigating fraud, misuse or technical issues.
  • Understanding product interest and website performance, measuring advertising, creating advertising audiences and showing relevant advertising, subject to applicable law and your choices.
  • Sending promotional communications where permitted, and recording and honouring marketing preferences.
  • Meeting legal, accounting and regulatory requirements and establishing, exercising or defending legal claims.

4. Service providers and Overseek

We share information as needed with providers that help us operate our business, including website hosting and technology providers, payment processors, production and delivery providers, customer-support services, marketing and analytics providers, and professional advisers. The information shared depends on the service being provided.

Our partner, Overseek

Overseek (overseek.com.au) is a CustomKings partner supporting store operations, customer relationship management, marketing and advertising. As needed for these functions, Overseek may access or process customer contact details, order and transaction information, support history, website activity and advertising data. This supports order and customer management, campaign management, audience handling and reporting.

Overseek’s involvement does not change who you contact about information held by CustomKings. Send questions, access requests or marketing opt-outs to us using the contact details below.

Other disclosures

We may disclose information where required or authorised by law, to respond to lawful requests, investigate suspected fraud or unlawful activity, protect safety, or establish, exercise or defend legal rights. These disclosures remain subject to applicable privacy requirements.

Advertising platforms are not necessarily limited to processing data solely on our behalf. They may match information with their own records and use it for purposes described in their policies. The next section explains these disclosures.

5. Cookies, analytics and advertising

We use cookies and similar technologies to operate the website, remember preferences, maintain cart and account sessions, support security, analyse website use and measure or personalise advertising. A cookie is a small file stored on your device. Pixels and tags can send information about website activity to a platform when a page loads or an event occurs.

We use Google Analytics and advertise through Meta Ads, Google Ads, TikTok Ads and Pinterest Ads. Our advertising setup includes browser pixels or tags, server-side events and customer matching or audience lists. The exact tools and information sent vary by platform, campaign, configuration and the choices that apply.

  • Meta Ads: Facebook and Instagram advertising, including Meta Pixel, server-side conversion events and customer or custom audience matching where configured. Meta privacy policy.
  • Google Ads and Google Analytics: website analytics, conversion measurement, remarketing and customer matching, including Google tags, server-side events, enhanced conversions and Customer Match where configured. Google privacy policy and how Google uses information from partner sites.
  • TikTok Ads: advertising measurement and audience matching, including TikTok Pixel, server-side events and customer audiences where configured. TikTok privacy policy.
  • Pinterest Ads: advertising measurement and audience matching, including Pinterest Tag, server-side conversion events and customer audiences where configured. Pinterest privacy policy.

What is shared and why

These integrations can disclose website events such as product views, additions to cart, checkout activity and purchases, together with product identifiers, order values, timestamps, referral information, IP addresses, device or browser information, cookie identifiers and advertising click identifiers.

For customer matching, enhanced conversions, advanced matching or audience uploads, contact identifiers such as email addresses and phone numbers may also be shared in the format required by the platform, including hashed form. Hashing transforms a value into a coded identifier; it does not make the information anonymous when a platform can match it to an individual.

Platforms can link this information with their own account and activity records to attribute purchases to ads, measure campaign results, build or exclude audiences, reach previous visitors or customers, find similar audiences and personalise advertising across websites, apps and devices. Their policies explain their own uses, retention and international processing.

6. Your marketing and tracking choices

  • Contact us to opt out: email ua.moc.sgnikmotsucobfsctd-890e2c@olleh to ask us to stop using or disclosing your personal information for direct marketing, including customer-audience matching. We will action requests in accordance with applicable law. We may need information to identify the relevant account or records.
  • Promotional messages: use the unsubscribe facility in a marketing email or the opt-out instructions in a marketing SMS, where we send these communications. Opting out of marketing does not stop necessary order, payment, artwork or delivery messages.
  • Website privacy controls: where cookie or privacy controls are presented on our website, use them to manage the choices offered. Contact us if you cannot find a control or need help with a preference.
  • Browser and device settings: you can block or delete cookies and use available tracking controls. Blocking essential cookies may affect your cart, sign-in or checkout. Cookie deletion or browser blocking does not necessarily stop server-side events or customer-list matching.
  • Platform settings: manage advertising preferences through Meta’s ad settings, Google My Ad Center, TikTok’s privacy and ad settings, and Pinterest’s privacy and data settings. For browser-based Google Analytics collection, see the Google Analytics opt-out browser add-on.

Platform and browser settings may apply only to the account, browser or device you use. Opting out of personalised advertising does not necessarily remove all advertising or delete information already held by a platform. You can contact that platform about information it holds under its own policy.

Where we rely on consent, you can withdraw it by contacting us or using the relevant control. Withdrawal does not change processing that was lawful before withdrawal. You can also ask us about the source of information we use for direct marketing.

7. Overseas processing

Personal information is handled in Australia and overseas. Hosting, operational, analytics and advertising providers may store information outside Australia or make it accessible to overseas personnel and service providers.

Our international advertising providers process information in multiple countries, including the United States. Other locations depend on the provider, its infrastructure and the services and settings used. The platform policies linked above provide further information about their international operations. Contact us for more information about the overseas recipients relevant to your information.

Overseas privacy laws may differ from Australian laws. Where the Australian Privacy Principles apply to an overseas disclosure, we will take the steps required by APP 8, unless a lawful exception applies. This policy does not ask you to waive those protections merely by using our website.

8. Storage, security and retention

Information is held in our store, order-management, customer-support and marketing systems, including systems operated by providers such as Overseek. We take reasonable steps to protect information from misuse, interference, loss and unauthorised access, modification or disclosure, including managing access to systems and information. No online service or storage method can be guaranteed completely secure.

We retain information for as long as reasonably needed for the purposes described in this policy, including fulfilling orders, providing support, managing accounts, dealing with disputes and meeting tax, accounting or other legal requirements. Retention depends on the record, its purpose and any legal requirements; it is not the same for every category of information.

When information is no longer required and there is no legal requirement to retain it, we will take reasonable steps to destroy it or de-identify it. Copies in backups may remain until the relevant backup cycle ends. Limited suppression records may be needed to remember and respect marketing opt-outs.

If a data breach occurs, we will assess it and take appropriate action. Where the Notifiable Data Breaches scheme applies and notification is required, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC).

9. Access, correction and deletion requests

You can request access to personal information we hold about you and ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading. Contact us using the details below. We may take reasonable steps to verify your identity before providing or changing information, and we will respond within a reasonable period.

You can also ask us to delete information or close your account. Deletion is subject to any applicable legal rights and exceptions, including records we must retain for tax, transactions, disputes or legal obligations. It is not an unconditional right to erase all order records. If we cannot fulfil a request, we will explain the reason and available complaint options where required.

You can review available account details through My Account. A request to correct personal information is separate from a request to change an order already in production. Our order-change policy does not remove any applicable privacy rights.

10. Privacy complaints

If you believe we or a provider acting for us has mishandled your personal information, contact us and describe your concern, the relevant dates and the outcome you are seeking. You can complain by email, phone or post using the details below.

We will review your complaint, make relevant enquiries and respond with our findings and any proposed action. We aim to respond within 30 days. If more time is needed, we will let you know.

If you are not satisfied with our response, or have not received a response after giving us a reasonable opportunity to resolve the issue, you can contact the OAIC about making a privacy complaint. The OAIC generally asks you to complain to the organisation first and allow 30 days for a response. Whether the OAIC can investigate depends on its jurisdiction.

11. Children and third-party information

Our website is not directed at people under 18. If you believe a child has provided personal information inappropriately, contact us so we can assess and address the situation.

Personalised gifts can include information about recipients or other people, including children. Only supply names, photos, artwork or other information that you are entitled to provide for the order. Where appropriate, obtain the person’s permission or the permission of a parent or guardian. Please avoid unnecessary sensitive information.

Our website links to third-party websites and services. Their own privacy policies apply to their collection and handling of information. A link does not mean that their practices are the same as ours or remove our obligations for information we disclose to them.

13. Policy updates

We review this policy as our services, partners, technology and legal obligations change. We will publish updates on this page and update the date above. Where required, we will provide additional notice or seek consent before introducing a new use or disclosure. A policy update does not retrospectively provide consent.

14. Contact us

For privacy questions, access or correction requests, marketing opt-outs or complaints, contact the CustomKings team and ask for the person responsible for privacy:

This policy is available free of charge. Contact us if you need a copy in another accessible format.