Privacy Policy

Creative Factory Labs ("we", "us", "our") respects your privacy. This policy explains what personal information we collect, why, and what we do with it. It is written to follow the structure of the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth).

1. Open and transparent management of personal information

We only collect the personal information we need to quote, produce and deliver your order, and to run this website. If you have questions about how we handle your information, contact us at hello@creativefactorylabs.com.au.

2. What we collect

• Contact details you give us: name, email, phone number and business name.
• Order details: products, quantities, sizes, print methods and delivery address.
• Artwork files you upload through the quote form or Merch Lab (images, PDFs and vector files).
• Messages you send us through the contact form, WhatsApp, phone or email.
• Basic website usage data (pages visited, device type), via Google Analytics 4.
• Cookies used to remember your Merch Lab design, site preferences, and for Google Analytics 4 and Cloudflare (see section 9).

3. How we use your information

• To prepare quotes, digital proofs and invoices.
• To produce, pack and deliver your order.
• To answer questions sent through the contact form, WhatsApp, phone or email.
• To keep records for warranty, misprint and returns purposes.
• To send order updates and, only if you agree, occasional emails about offers and new products. You opt in with an unticked checkbox on the quote or contact form; every email has an unsubscribe link, or you can email us to be removed at any time.

4. Uploaded artwork

Files you upload through the quote form or Merch Lab are used only to produce your order and prepare your proof. We keep artwork for 12 months so reorders are quick, and delete it on request at any time.

5. WhatsApp and third-party messaging

Our contact form can open a pre-filled WhatsApp message. If you send it, that message and your phone number are handled by WhatsApp under its own privacy policy, not ours. We only see the message once it reaches our WhatsApp account.

6. Disclosure of personal information

We do not sell your personal information. We share it only with the suppliers that help us run the business and deliver your order, and only to the extent needed for that purpose: Australia Post and StarTrack (delivery), Stripe (payments), Hostinger (hosting and email), Sanity (website content), Cloudflare (security and delivery) and Google Analytics (usage statistics).

7. Storage and security

We take reasonable steps to keep your information secure. No method of storage or transmission is completely secure, so we can't guarantee absolute security.

8. Access and correction

You can ask us for a copy of the personal information we hold about you, or ask us to correct it, by emailing hello@creativefactorylabs.com.au.

9. Cookies and analytics

This website uses cookies for basic functionality (like remembering a Merch Lab design), Google Analytics 4 to understand how the site is used, and Cloudflare for security. You can block cookies in your browser settings, though some site features may not work as well.

10. Contact us

For any privacy question or to make a complaint, contact us at hello@creativefactorylabs.com.au or call +61 3 9326 9166. See also our Terms and Returns & Misprint Policy.