Last updated: 1 June 2026

This Privacy Policy explains how we collect, use, disclose, store and protect your personal information when you visit, browse or make a purchase from festoonhouse.com.au (the “Site”), and how we comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Who we are

The Site is operated by Decorative Lighting Supply LLC, a limited liability company incorporated in Wyoming, United States, which carries on business in Australia under Australian Business Number 59 123 995 241 and the registered business name “Festoon House” (referred to in this policy as “Festoon House”, “we”, “us” or “our”).

Because we carry on business in Australia and collect the personal information of individuals in Australia, we are bound by the Privacy Act 1988 (Cth) and the APPs in relation to that information, notwithstanding that our parent entity is incorporated in the United States. Where personal information is handled by us or on our behalf overseas, we take reasonable steps to ensure it is handled consistently with this policy and the APPs (see Overseas disclosure below).

By using the Site or providing your personal information to us, you acknowledge the practices described in this policy.

The personal information we collect

We collect the following kinds of personal information:

Order and account information. When you make or attempt to make a purchase, or otherwise interact with us, we collect your name, billing address, shipping address, email address, phone number, order history and delivery details. When you pay, your card or payment details are entered directly into our payment provider’s secure systems — we do not collect or store your full card number (see Payments below).

Communications information. When you contact us for support, enquiries or warranty claims, we collect the contents of those communications and any information you choose to provide (for example, via email, phone, our contact form, or our help desk).

Marketing information. Where you opt in, we collect your email address and/or mobile number and your marketing preferences so we can send you offers and updates, and we keep records of your consent and opt-outs.

Device and usage information. When you visit the Site, we automatically collect information about your device and how you use the Site, including your IP address, browser type, device type, operating system, time zone, the pages and products you view, referring/exit pages, search terms that brought you to the Site, and date/time stamps. We collect this using cookies, log files, tracking pixels and tags, and a session-recording tool (see Cookies and tracking technologies below).

Under the APPs, IP addresses, device identifiers and similar online identifiers may be personal information where they can reasonably identify you, and we treat them accordingly.

How we collect your information

We collect personal information:

directly from you — when you place an order, create an account, subscribe to marketing, contact us, or otherwise interact with us;
automatically — through cookies, pixels, log files and session recording as you use the Site; and
from third parties — for example, confirmation of payment from our payment providers, and aggregated or analytics data from the advertising and analytics services described below.

If you do not provide the personal information we request, we may be unable to process your order, deliver your goods, or respond to your enquiry.

Cookies and tracking technologies

We use the following technologies on the Site:

Cookies — small data files placed on your device that help the Site function, remember your preferences, and support analytics and advertising. You can control or disable cookies through your browser settings; some features of the Site may not work correctly if you do.
Log files — which record actions on the Site, including IP address, browser type, internet service provider, referring/exit pages, and date/time stamps.
Pixels and tags — including the Meta (Facebook) Pixel and Google tags, which record how you browse the Site and help us measure and target advertising.
Session recording (Microsoft Clarity). We use Microsoft Clarity to record and replay anonymised sessions of how visitors interact with the Site (such as mouse movements, clicks, scrolling and navigation) so we can diagnose problems and improve the Site. Clarity is configured to mask form fields, and we do not use it to log keystrokes or to capture payment card details. Session data is processed by Microsoft and is subject to Microsoft’s privacy terms.

We do not currently respond to “Do Not Track” signals from browsers, as there is no consistent industry standard for how to interpret them. You can manage tracking through your browser settings and through the advertising opt-outs described below.

How we use your personal information

We use your personal information to:

process and fulfil your orders, including taking payment, arranging delivery, and providing invoices and order confirmations;
communicate with you about your orders, enquiries, warranty claims and returns;
provide customer support;
screen orders for fraud or risk (in particular using your IP address and order information);
where you have opted in, send you marketing communications by email and SMS about our products, offers and promotions;
operate, maintain, analyse, secure and improve the Site and our products and services, including through analytics and session recording; and
measure and optimise our advertising and marketing campaigns.

We will only use your personal information for the purposes for which it was collected, for a directly related purpose you would reasonably expect, or as otherwise permitted or required by law.

Direct marketing and your choices

If you have opted in, we may send you marketing communications by email (through Klaviyo) and by SMS (through Klaviyo and Kudosity). Every marketing email contains an unsubscribe link, and you can opt out of SMS marketing by replying STOP (or as otherwise indicated in the message). You can also contact us at any time using the details below to opt out. We handle marketing communications in accordance with the Spam Act 2003 (Cth). Opting out of marketing will not affect transactional messages about orders you have placed.

Payments

Payments on the Site are processed by our third-party payment providers — Stripe and PayPal — and we also accept Apple Pay and Google Pay. Your payment card details are transmitted directly to, and handled by, these PCI-DSS compliant providers. We do not collect or store your full card number. Each provider handles your information in accordance with its own privacy policy.

How we share and disclose your personal information

We disclose personal information to the following categories of third parties, only as needed for the purposes described above:

Website and store platform — our website is built on WordPress with WooCommerce and FunnelKit and is held with our website hosting provider, which stores order and account information on our behalf.
Payment providers — Stripe and PayPal (and Apple Pay / Google Pay), to process payments.
Shipping carriers — Australia Post, Aramex, FedEx and DHL, who receive your name, delivery address and contact details to deliver your order.
Analytics and advertising — Google (Google Analytics and Google Ads) and Meta (Meta Pixel and advertising), to help us understand Site usage and to measure and deliver advertising.
Marketing and messaging — Klaviyo (email and SMS) and Kudosity (SMS), to send communications you have opted in to receive.
Customer support — Gorgias, which we use to manage and respond to your enquiries.
Site analytics / session recording — Microsoft (Microsoft Clarity), as described above.

We may also disclose your personal information where we are required or authorised to do so by law — for example, to comply with a subpoena, search warrant, court order or other lawful request, to enforce our terms, or to protect our rights, property or safety, or those of others.

You can read more about how some of these providers handle your information, and opt out of certain advertising, here:

Google — https://policies.google.com/privacy · opt out: https://tools.google.com/dlpage/gaoptout and https://www.google.com/settings/ads
Meta (Facebook) — https://www.facebook.com/policy.php · ad preferences: https://www.facebook.com/settings?tab=ads
Microsoft (Clarity) — https://privacy.microsoft.com/privacystatement

We do not sell your personal information.

Overseas disclosure

Several of the providers above, and our parent entity, are located outside Australia, so your personal information may be disclosed to, stored in, or accessed from overseas. This includes recipients located in the United States (for example Decorative Lighting Supply LLC, Google, Meta, Klaviyo, Microsoft, Stripe and PayPal) and other countries in which our shipping carriers and service providers operate. Where we disclose personal information overseas, we take reasonable steps in the circumstances to ensure the recipient handles it consistently with the APPs.

Security

We take reasonable steps to protect your personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure. These steps include using reputable service providers, restricting access to personal information, relying on PCI-DSS compliant payment providers so that we do not hold full card details, and configuring our session-recording tool to mask form fields. No method of transmission or storage is completely secure, however, and we cannot guarantee absolute security.

Data retention

We retain your personal information for as long as needed to fulfil the purposes described in this policy, including to provide our products and services, and to meet our legal, accounting, tax and record-keeping obligations (for example, business and tax records may need to be kept for several years under Australian law). When we no longer need your personal information, we take reasonable steps to de-identify or securely destroy it. You may ask us to delete your information, and we will do so unless we are required or permitted by law to retain it.

Accessing and correcting your information

You have the right to request access to the personal information we hold about you, and to ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading. To make a request, contact us using the details below. We will respond within a reasonable period. There is generally no charge for making a request, although we may charge a reasonable fee for giving access in some circumstances. We may need to verify your identity before acting on your request. If we refuse access or correction, we will tell you why in writing and explain how you can complain.

Complaints

If you have a question or concern about how we handle your personal information, or you believe we have breached the APPs, please contact us first using the details below so we can try to resolve it. We will acknowledge your complaint and aim to respond within a reasonable period.

If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC):

Website: https://www.oaic.gov.au
Phone: 1300 363 992

Children’s privacy

The Site and our products are intended for adults. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us and we will take reasonable steps to delete it.

Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices, our service providers, or legal or regulatory requirements. We will post the updated policy on this page and revise the “Last updated” date above. We encourage you to review it periodically.

Contact us

For any privacy questions, requests or complaints, please contact:

Festoon House (Decorative Lighting Supply LLC) ABN 59 123 995 241 Level 13, Suite 1A, 465 Victoria Avenue, Chatswood NSW 2067, Australia Email: support@festoonhouse.com.au Phone: 1300 246 282