Privacy policy

Last updated: June 22, 2026

SilkTechs Holding Pty Ltd (ABN 87693640881), trading as SilkGear ("SilkGear", "we", "us" or "our"), is committed to protecting your privacy. This Privacy Policy explains how we collect, hold, use and disclose your personal information when you visit our website, create an account, make a purchase, join our Silk Credit membership program, or otherwise interact with us.

We handle personal information in accordance with the Privacy Act 1988 (Cth), including the Australian Privacy Principles (APPs), and other applicable Australian laws such as the Spam Act 2003 (Cth) and the Australian Consumer Law. By using our website or providing your personal information to us, you agree to the collection, use and disclosure of your personal information as described in this Policy.

1. What personal information we collect

We only collect personal information that is reasonably necessary for our business functions. Depending on how you interact with us, this may include:

Identity and contact details: your name, email address, phone number, billing and delivery address.
Order and transaction information: products purchased, order history, delivery details, and records of communications with us.
Payment information: payment method and partial card details. Full card numbers are processed directly by our PCI-DSS compliant payment providers (e.g. Shopify Payments, Stripe, PayPal, Afterpay) and are not stored by us.
Silk Credit membership data: your membership tier, points balance, purchase history, preferences, and benefits redeemed.
Marketing preferences: your consent and preferences for email and SMS communications.
Technical and usage data: IP address, device and browser type, pages viewed, referring URLs, and interactions collected via cookies and similar technologies.

We generally do not collect sensitive information (such as health or biometric data). If we ever need to, we will only do so with your consent or as permitted by law.

2. How we collect your personal information

We collect personal information directly from you when you create an account, place an order, sign up to our newsletter or SMS list, join Silk Credit, enter a competition, contact our customer service team, or attend an in-store or VIP event. We also collect technical data automatically through cookies and analytics tools when you browse our website, and occasionally from third parties such as our payment, logistics, and marketing service providers.

3. Why we use your personal information

We use your personal information to:

process and fulfil your orders, including payment, delivery and returns;
create and manage your account and Silk Credit membership, including calculating points and benefits;
provide customer service and respond to your enquiries;
send you transactional messages (such as order confirmations and shipping updates);
with your consent, send you marketing communications by email and SMS about products, offers and events;
personalise your experience and improve our website, products and services;
conduct analytics, market research and fraud prevention; and
comply with our legal obligations.

4. Direct marketing (email and SMS)

We will only send you marketing emails and SMS messages where you have opted in, and in accordance with the Spam Act 2003 (Cth). Every marketing email contains an unsubscribe link, and you can opt out of SMS marketing by replying STOP. You can also update your preferences at any time through your account or by contacting us. Opting out of marketing will not affect transactional messages relating to your orders.

We may use third-party marketing platforms (such as Klaviyo or Mailchimp) to manage these communications. To stop receiving marketing or to ask how we use your data, email privacy@silktechs.com.

5. Cookies, analytics and tracking

Our website uses cookies and similar technologies to operate the site, remember your preferences, keep items in your cart, and understand how visitors use our site. We use analytics and advertising tools that may include Google Analytics, the Meta (Facebook) Pixel and the TikTok Pixel. These tools may set cookies and collect data such as your IP address, device information and browsing behaviour, and may combine it with data they hold.

You can control or disable cookies through your browser settings, and you can opt out of certain advertising tracking through the settings of the relevant platform. Disabling cookies may affect how parts of our website function. Where required, we will request your consent to non-essential cookies via a cookie banner when you first visit our site.

6. Who we share your information with

We do not sell your personal information. We may disclose it to trusted third parties who help us run our business, including:

payment processors and fraud-prevention providers;
logistics, courier and warehousing partners to deliver your orders;
IT, hosting, e-commerce (Shopify), CRM and analytics providers;
email and SMS marketing platforms;
professional advisers, such as lawyers and accountants; and
government or regulatory bodies where required or authorised by law.

We require these parties to handle your personal information consistently with this Policy and the APPs.

7. Overseas disclosure

Some of our service providers (for example, cloud hosting, e-commerce and analytics platforms) may store or process data on servers located outside Australia, including in the United States, the European Union and other countries. Where we disclose personal information overseas, we take reasonable steps to ensure recipients handle it in accordance with the APPs.

8. How we protect your information

We take reasonable technical and organisational measures to protect your personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. These measures include encryption in transit (SSL/TLS), access controls, and use of reputable, security-certified service providers. While we strive to protect your information, no method of transmission or storage is completely secure, and we cannot guarantee absolute security.

We retain personal information only for as long as necessary to fulfil the purposes described in this Policy or to meet legal, tax and accounting requirements, after which we will securely delete or de-identify it.

9. 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 or incomplete. To make a request, contact us at privacy@silktechs.com. We may need to verify your identity before processing your request, and we will respond within a reasonable timeframe. In limited circumstances we may decline a request, in which case we will explain why.

10. Complaints

If you believe we have breached the Australian Privacy Principles or mishandled your personal information, please contact our Privacy Officer at privacy@silktechs.com. We will investigate and respond to your complaint, generally within 30 days. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or by calling 1300 363 992.

11. Changes to this Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal obligations. The current version will always be available on our website, with the effective date shown at the top. Material changes will be communicated where appropriate. Your continued use of our website after any update constitutes acceptance of the revised Policy.

12. Contact us

Privacy Officer — SilkTechs Holding Pty Ltd trading as SilkGear

Address: 86 Bourke Street, Melbourne VIC 3000, Australia

Email: privacy@silktechs.com